FAQ

You can book up to 5 cars in one go. Simply enter all the details for each driver. The booking will be held for 30 minutes allowing you time to enter all the details. If you need more than 5 cars, please contact us directly— see Contact Us.

An email confirmation will be sent to you with your booking reference. Remember to bring that reference with you when you arrive at the pickup location. There is no need to print it out, just bring your phone.

A cancellation policy is in place up to 24 hours before your tour is due to start. If you cancel anytime within this 24 hour period your payment will not be refunded. To make a cancellation please contact us directly at [email protected] or 07376 428363.

In order to make any changes to your booking provided you give at least 24 hours notice you can make any changes you want subject to availability. To do this, please contact us directly at [email protected] or 07376 428363 as we would need to cancel your original booking first.

Provided any changes are made within our 24 cancellation policy, please contact us directly at [email protected] or 07376 428363 as we would need to cancel your original booking first.

Yes as long as payment is made before you take your tour.

Anyone between the ages of 21 and 75 years old can hire a Twizy, unless you are a student or undergraduate where you have to be aged 25 or over.

Valid driving licences must have been held for a minimum period of 1 year, or 2 years if aged between 21 and 25. Please refer to section 5 under our Terms and Conditions for further details.

It is not possible for a newborn to be accommodated. Young children who require a car seat or a booster can be accommodated, but it is your responsibility to provide these.

Under the terms and conditions of our insurance policy, a deposit of £100 is required as part payment of the excess insurance amount that you agreed to pay during the booking process. This deposit will be blocked on your account for a maximum of seven days upon which it will be released provided there has been no valid claim made by a third party. Please note, in the event of a claim, you will still remain liable for the total amount of your agreed excess amount.

• Passport
• Driving Licence
• For UK licence holders only – DVLA check code or alternatively your national insurance number (this is explained to you at your time of booking)
• Proof of address (UK residents: bank statement, utility bill, council tax; Non-UK residents: hotel confirmation booking/reservation or written confirmation from your host confirming your address)
• Your Twizy booking reference code
• Credit/debit card (for the deposit payment)

The Twizy is a charming 2 seater, electric motor vehicle, manufactured by Renault.

Very easy. There’s a conventional steering wheel, two pedals (an accelerator and a brake) and just three buttons on the dashboard.

There is no tutorial but we will be on hand to help you when you arrive at your pickup location. Just in case, there’s a card inside the car reminding you of the basics of how to turn your Twizy off and on so you can stop to take those essential photos.

Yes you can. The side windows are large (and for the most part are removed. However, we can put them in if the weather is very cold or of it is raining hard).

There is room for small items in the glove box and under the passenger seat, however, we strongly recommend you do not bring any large items with you.

No. Please dress sensibly for the seasons.

In the event of a breakdown, if possible, and only if it is safe to do so, move the vehicle to the side of the road. Then call the Twizy Team. Our telephone number is located on the key ring. We will then send someone out to help you and offer you another vehicle to continue your tour. Should it not be safe to move the vehicle, then put on the hazard lights, get yourself to safety and then call us.

Traffic is an integral part of being a Londoner. As an explorer you will undoubtedly encounter it so we have allowed extra time in the event that the traffic is particularly heavy.

Please note, we are sensible and practical and will acknowledge genuine cases. However, we will not tolerate “traffic” being used as an excuse if this is not the case for delayed returns! All our vehicles are GPS tracked so we can easily check.

The navigation app will re-route you to the next point on the tour.

Yes. Bus Lanes and cycle lanes are out of bounds for cars. Restrictions on places to stop include yellow box junctions, double yellow and double red lines and white zig zags. If caught, the local authority will apply a penalty and you will also be charged an administration fee of £30.

Yes you can. We have identified photo opportunity stops during the tour but please adhere to the regulations above in terms of where you can stop and only stop if it is safe to do so.

The audio will be delivered through an in-car speaker system.

The audio is independent of the car. If you stop the car whilst the audio is playing it will continue until the end of that specific point of interest. It will then restart once you have reached the next relevant point of interest on your tour.

Yes you can, so long as you return the vehicle within the time allocated to your tour.

Just press the Home button on the navigation app and follow the directions.

Yes you can. Parking in the City of Westminster (Central London) is at a discounted rate for electric vehicles within designated parking bays. Please note, you cannot park on a Residents Permit bay or a suspended parking bay, nor can you park on single yellow lines (between 8.30am and 6.30pm – though please do check as timings can vary). You also cannot park on double yellow lines, double red lines or white zig zag lines AT ANY TIME. If you do park the car, please remember to take any belongings with you. We remind you, you are responsible for the car and its contents whilst in your possession.

Where we are made aware of any road closures in advance of your tour, we reserve the right to change the tour you have booked, whether by removing or substituting elements of the itinerary, or to substitute a different tour.

However, unexpected road closures do happen from time to time that we will not be aware of. Our system is designed to reroute you but sometimes it won’t be possible to reach an attraction and you will have to hit the Skip button to be taken onto the next point of interest. There may also be some instances, where certain road closures prevent the completion of part or the whole of a tour.

We will always try our best to ensure you have the best tour possible but we note that we are not responsible for any road closures or other matters outside our control.

In the event of an accident, the same standard procedure applies to any vehicle collision. Please take down the details of the other person/s involved, including their name, number, vehicle make and registration. NEVER ADMIT RESPONSIBILITY AND IN DOUBT CALL THE POLICE ON 999. If possible, move the Twizy vehicle to the side of the road, but only if it is safe to do so. Please call the Twizy Team – our number can be found on the key ring and we will send someone out to help you and offer you another vehicle to continue your tour.

Each vehicle carries an excess liability of up to £1,000 in the event of any damage incurred while you are on your tour. You can, however, reduce this to £250 by purchasing excess insurance cover which will cost £4.99 for each vehicle. This can be purchased when you book your tour and is offered to you during the booking process. Please note, the £100 deposit taken at the time of you tour is held for a period up to 7 days after your tour has taken place. Please see FAQs under Booking for further details about the deposit payment.

It is your duty of care and responsibility that is required when hiring a vehicle. We cannot take responsibility for irresponsible driving and charges for any offences caused and you will be charged an administration fee of £30 by us to deal with any such matters.