07966 218774

FREQUENTLY ASKED QUESTIONS

COMMON QUESTIONS

How do I cancel my booking?
If 14 or more days before the start of your hire period click on the link in your confirmation email (received at time of booking) and follow instructions – your full refund will follow. If less than 14 days before your hire period please call or text .

What is the payload of the vehicle?
Depending on how full the fuel tank is it varies between 940-1080kg. Remember that you need to consider your number of passengers, water being carried and any other equipment into your payload.

Are my horses covered by the rental insurance for the horsebox / rental period?
No.  It is your responsibility to have horse insurance for your horses. You are also reminded that you should carry your horse(s) passport with you as this may be required by the equine rescue services.

What time can I call to check availability and book the horsebox for a multi-day booking?
You should call Tina Canton on 07966 218774 between 7am and 7pm, if unavailable or outside of these hours your call will go through to voicemail.

Can I book a half day hire but for different times than your standard 0630-1230 or 1300-1900 times?
Unfortunately the half-day hire periods are fixed; however, early/late drop-offs may be possible depending on other bookings.

Is there a mileage limit?
Yes – 300 miles. Once you go over the limit there will be a 35p per mile charge.

Do I need a special licence to drive the horsebox?
No, as long as you are between the ages of 22-75 years for insurance purposes anyone can drive the horsebox on a normal driving licence.

Why do I have to pay a damage deposit?
We ask for this to make sure we don’t lose money if there are any problems during your rental i.e.  if you return the horsebox late, damaged or very dirty, we will hold on to some or all of your deposit.

How and when do I pay the damage deposit?
You need to have paid the £150 security deposit before the commencement of the hire period. Currently you can either pay using cash on the day or Paypal. The latter option does mean that the money clears your account; however, this will be refunded (barring any additional charges incurred) within 3 days.

How do I pay the insurance excess deposit?
When you come to collect the horsebox you should bring a valid credit or debit card. We will record your card details but no payment will be taken unless an insurance claim needs to be made.  In the unfortunate situation that TSH Transport need to take some or all of your deposit only then will a transaction will be processed. Otherwise the record of your card details will be destroyed.  Further information on the charges you may incur are detailed in our Terms and Conditions.

Can I pay with cash only?
You can only pay the damage deposit in cash.  The hire fee must be paid on-line via PayPal and a valid credit or debit card is needed to cover the insurance excess deposit.

Do you offer horsebox and driver services?
We may be able to help so please ring and discuss.

I do not meet all your hire criteria, does this mean I cannot hire a horsebox from you?
Not necessarily. If you do not meet all of the criteria we may just have to make further checks and seek additional case-by-case approvals from our insurers. Not meeting a lot of the criteria requirements will most likely result in not being able to hire our vehicles.

Can I pick up the vehicle the night before as I have an early start in the morning?
If the vehicle has not been hired the day before or is back sufficiently early for us to disinfect and clean it then it may be possible to allow you to have the vehicle the night before. Please mention this at the time of booking but you should note that the only way to guarantee having the vehicle early is to book it for the half day before.

Can I drop off the vehicle the following morning as we won’t be back until after 7.00pm?
If the vehicle has not been hired the following day and is back sufficiently early enough for us to disinfect and clean it before it goes out again on hire, then it may be possible to allow you to return the vehicle the next morning. Please mention this at the time of booking but you should note that the only way to guarantee keeping the overnight is to book it for the half day after.

What condition do I need to return the horse box interior in?
Please ensure all muck, bedding and hay are removed. The lorry must be thoroughly swept and hosed out. Ensure inside walls and partition are also wiped down.

Can I leave my car parked at the pick / up and drop off location whilst I have the horsebox on hire?
Yes, although parking on our property is at your own risk.

Can I still hire from TSH Transport if I do not have the proof of address documents relating to the property in my name?
If you are unable to provide a utility bill, council tax or landline bill in your name we may be able to accept bank statements, mobile phone bill or credit card statements as long as they too are under three months old and are showing the address you live at. One proof or address is needed, most people can produce a mobile phone bill and bank account statement. Without at least one form of proof of address we will not be able to hire any vehicles to you.

How do I get a driving licence check code?
Visit https://www.gov.uk/view-driving-licence. The ‘check code’ will be valid for 21 days and must be valid on the day of hire. You will need your driving licence number, your National Insurance Number and the postcode on your driving licence.

Can I still hire your horsebox if I do not have a UK Driving Licence?
If you hold a foreign licence we will need to seek pre-approval for insurance cover. Please contact Tina to discuss.

How long will you keep copies of my documents for?
We will keep records of identity check documents and your hire forms for 12 months. This in the event the authorities may need to trace you the hirer and/or our insurance underwriters want to perform an audit on our firm. We will, however, destroy the credit or visa card portion of the booking form once your hire period has ceased.

What paperwork will I need to fill out if I hire your horsebox again within a 12 month period?
Subsequent hires within 12 months will require you to:
a. Sign another copy of our Terms and Conditions.
b. Pay the hire charge and the damage deposit.
c. Provide a valid driving licence check code and fill in our repeat hire document.
d. Providing proof of address, a copy of your driving licence and completing the Self Drive Hire Hirer’s document will not need to be done (if within 12 months).

Do I have to use bedding in the horsebox area?
You do not have to use bedding in the horse box area. If you do use bedding then this must be thoroughly cleaned out before you return the horsebox. The horsebox is designed that liquid can drain through the drainage holes. If you do want to use bedding then we would recommend a small amount of wood pellets, shavings or shredded paper.

If we have an accident what should we do?
Please follow normal reporting procedures and refer to ERS Membership Card (above sun visor on driver’s side) if rescue services required.  You should also informed Tina via mobile as soon as possible. Please do not admit fault even if you are at fault.

If I have an accident in the horsebox will my horses be taken back to my yard?
Yes, the company we use for mechanical breakdown recovery also provide support in the event of an accident.

If the horsebox breaks down should we do?
In the case of a mechanical breakdown then you and your horse(s) are covered under TSH Transport’s breakdown policy at no cost to you.  You should refer to the ERS Membership Card located above the visor on the drivers side for instructions.  In addition, please call Tina on her mobile to keep her informed.