FREQUENTLY ASKED QUESTIONS
Travel Well. Travel Together. Travel WIN.™
Everything You Need to Know Before You WIN
Planning group travel should feel simple. We’ve answered the most common questions about reserving, driving, customizing, and returning your WIN vehicle so you can prepare for your journey with confidence.
Travel Well. Travel Together. Travel WIN.™
Reservations & Eligibility
How old do I need to be to rent a WIN vehicle?
The primary renter and approved drivers must be at least 25 years old and meet WIN’s rental eligibility requirements.
What do I need to reserve a vehicle?
Guests need a valid driver’s license, qualifying personal automobile insurance that extends to rental vehicles, and an accepted major credit card.
How far in advance should I reserve?
We recommend reserving as early as possible, particularly for weekends, holidays, special events, and group travel. Availability is limited and reservations are confirmed based on current fleet availability.
When is my reservation confirmed?
Submitting a reservation request does not guarantee a reservation. Each request is reviewed for availability and proper vehicle preparation. Your reservation is confirmed once you receive confirmation from the WIN Guest Care Team.
Can someone else drive the vehicle?
Only drivers who have been approved and added to the reservation may operate a WIN vehicle.
Additional driver requirements are completed during the reservation process.
Rates, Payments & Deposits
How much does it cost to rent a WIN passenger van?
Rental pricing may vary based on reservation dates, duration, availability, and selected Travel Collections or enhancements. Visit the reservation page to view current rates and availability.
Is a security deposit required?
Yes. A $500 refundable security deposit is required. The deposit is subject to the terms of your rental agreement and vehicle return condition.
Are there additional charges I should know about?
Additional charges may apply for excess mileage, late returns, selected Travel Collections, Additional Travel Enhancements, taxes, fees, or other items identified in the rental agreement.
Mileage & Travel
How many miles are included?
Each rental includes 250 complimentary miles per rental day.
What happens if I exceed the included mileage?
Additional mileage is currently charged at $0.45 per mile beyond the included mileage allowance.
Can I travel outside Alabama?
Yes. Out-of-state travel is welcome. We ask guests to share their general travel destination during the reservation process so the WIN Guest Care Team can better support the journey. Certain travel restrictions may apply depending on the reservation.
Can I take the vehicle on a road trip?
Yes. WIN passenger vans are designed to make group journeys more comfortable and convenient. All travel remains subject to the rental agreement and WIN Guest Policies & Terms™.
The WIN Experience™
What is The WIN Experience™?
The WIN Experience™ is WIN’s commitment to delivering more than transportation. It is a thoughtfully prepared travel experience built on professionalism, hospitality, and genuine care from reservation to return.
What is The WIN Standard™?
Every reservation is prepared to the same high standard. WIN vehicles are professionally cleaned and sanitized, inspected before every journey, well-maintained and road-trip ready, supported by friendly local customer service, and backed by transparent communication and dependable service.
What is included with every rental?
Every reservation includes The WIN Comfort Package™, featuring thoughtfully selected comfort, cleanliness, charging, emergency, and travel essentials. Amenities may be enhanced as The WIN Experience™ continues to evolve.
Can I customize my WIN Experience?
Yes. Guests can personalize their journey through optional WIN Travel Collections and Additional Travel Enhancements. Travel Collections are curated around different types of journeys, while individual enhancements allow guests to add select conveniences based on their needs. Availability and additional fees may apply.
What are WIN Travel Collections?
WIN Travel Collections are optional curated experiences designed around different types of travel. Current collections include WIN Plus, Family, Executive, Celebration, University, and VIP. Visit The WIN Experience™ page for current collection details, inclusions, and pricing.
What Additional Travel Enhancements may be available?
Options may include a Child Safety Seat, Booster Seat, Cooler with Fresh Ice, Premium Snack Basket, Premium Bottled Water Package, Additional Travel Blanket, Phone Mount, Additional Charging Kit, Mobile Wi-Fi when available, and GPS Navigation when available. Enhancements are subject to availability and additional fees.
Pickup & Return
Where do I pick up and return my WIN vehicle?
Reservation instructions will provide the details needed for your scheduled pickup.
Is there a grace period for returning the vehicle?
Yes. WIN currently provides a 60-minute return grace period. After the grace period, late returns may be assessed at $50 per hour for up to four hours. Returns more than four hours late may result in an additional rental day charge.
What condition should the vehicle be returned in?
The vehicle should be returned in accordance with your rental agreement and WIN Guest Policies & Terms™. Guests are expected to care for the vehicle throughout the reservation and return it in appropriate condition.
Cleanliness, Smoking & Pets
Can I smoke or vape inside the vehicle?
No. Smoking and vaping are prohibited inside all WIN vehicles.
Are pets allowed?
Pets may be permitted with prior approval. Any applicable requirements should be confirmed before the reservation begins.
Are vehicles cleaned between reservations?
Yes. Professional cleaning and sanitization before every reservation is part of The WIN Standard™.
Changes & Cancellations
Can I change my reservation?
Reservation changes are subject to availability. Contact the WIN Guest Care Team as soon as possible if your travel plans change.
What is the cancellation policy?
More than 14 days before the reservation: full refund. 7–13 days before: refund less $50. 3–6 days before: 50% refund. Less than 72 hours before: non-refundable. Review WIN Guest Policies & Terms™ for complete conditions.
Roadside Assistance & Guest Support
What happens if I need assistance during my rental?
WIN provides roadside assistance for covered emergencies. Instructions and contact information should be kept accessible throughout your journey.
What should I do if there is an accident or emergency?
Prioritize everyone’s safety and contact emergency services when necessary. Then contact WIN Guest Care and follow the accident and emergency procedures provided with your reservation.
How can I contact WIN?
The WIN Guest Care Team is available Monday through Sunday, 7:00 AM–7:00 PM Central Time.
Call 334-851-8600 or email Support@winvanrental.com.
Cancellation Quick Reference
Still Have Questions?
We’re Here to Help You Travel Well.
Every journey is different. If you need help understanding the reservation process, planning group travel, or preparing for your upcoming WIN Experience, the WIN Guest Care Team is here to help.
334-851-8600 | Support@winvanrental.com
Travel Well. Travel Together. Travel WIN.™
Contact WIN
The WIN Guest Care Team is here to help.