Frequently asked questions

To help you find quick answers

Booking Process

How long do I have to wait for my booking confirmation?

In most cases bookings are confirmed within a few hours, but sometimes it can take up to 24 hours. We request confirmation for every car hire to prevent any possible technical problems.

Where do I find status of my booking?

Check the status of your booking on your Bookings page (you will automatically be redirected there after you make a booking with us).

What does “Pending” status mean?

We still have to confirm the availability of the vehicle with the rental Provider. Once confirmed, we will send a confirmation right away.

What does “Denied” status mean?

Unfortunately, the rental provider could not confirm the availability of the requested vehicle. We will contact you shortly to discuss alternative options. If you are not happy with them, you can cancel your booking. Prepayment has just been pre-authorised at this stage, no payment will be taken from it.

What is a Voucher?

The Voucher is a rental confirmation used to show that you have booked and pre-paid the vehicle. It contains delivery instructions, rental conditions and contact details of both client and a rental provider

Where do I find my Voucher?

Your Voucher will be included as an attachment with the confirmation email when your car rental gets confirmed. You can also download it from your Bookings' page once the booking has been confirmed.

Vehicle info

Am I going to get the exact vehicle that I booked?

Rental providers do their best to supply the exact car that you booked, but they may NOT guarantee a specific car model (late returning, last moment damages). Due to changeable circumstances you may be provided with a close model from the same class of cars.

What does "or similar" mean?

Sometimes the car rental provider may only guarantee a certain category of car and not a specific make and model. Car rental companies group different cars in the same category which should have the same features as confirmed at time of booking. Such cars will be tagged "or similar" next to the make and model with details displayed on hover.

Insurance types

What is TPL or Third-Party Liability?

In case you injure other road users, or damage someone’s property, while you’re driving, TPL coverage will pay these costs. In most countries, TPL coverage is required by the law. TPL does not cover any damage to the driver’s own rental car. Nor does it cover theft of the car.

What is CDW or Collision Damage Waiver?

CDW reduces your liability to your own rental car in case you cause an accident (so it’s your fault). Usually, CDW sets the maximum amount of money you will have to pay for potential damages. Without CDW, you could be liable for the full cost of the rental vehicle if it were to be damaged. With CDW you won’t have to pay the full cost of repairs, but contribute to repair costs up to an agreed level. Often wheels, tyres, glass, under body, roof, keys, locks and aerials are not covered by the CDW.

What is Theft Protect or TP?

TP limits the your liability in the event that rental car is stolen. Usually, TP sets the maximum amount of money the car rental company will charge you for replacing a stolen car or repairing damages from a car theft attempt.

What is Super Collision Damage Waiver (SCDW) or Full Damage Waiver (FDW)?

SCDW and FDW usually cover those parts of the car that aren’t covered by the standard CDW, such as windows, wheels or tires. They may also reduce the Security Deposit and/or Excesss so you may have to leave a lower deposit at pick-up or even not pay anything for damages.

Who provides the insurance?

The insurance is always provided by the rental provider.

Security Deposit

What is a Security Deposit?

Rental providers cover themselves for any potential car damages or future expenses, such as administrative fees, missing fuel, parking / speeding tickets / fines, and the deductible of the CDW. For this reason, in most cases, you will be required to leave a Security Deposit when you pick up the car to ensure its safe return.

What is an Excess?

Excess is the maximum amount of money you will have to pay for potential damages. For example, if your damage Excess was 200 EUR and damage to the bodywork is 1,000 EUR on return, you would only have to pay 200 EUR. The rest 800 EUR would be covered by insurance policy. Excess amount for each car is found inside agreement with the rental provider.

What is the difference between Security Deposit and Excess?

Security deposit is an amount usually consisting of an Excess and a cost of possible future expenses (fees, missing fuel, speeding tickets, fines). An excess is an amount of money up to which you will be responsible in the event of damages to the car.

When will Security Deposit be refunded?

The deposit amount is held for the duration of the rental. It will be unblocked or refunded upon safe return of the vehicle or within 10 to 28 days after return, as long as there has been no additional expense to the rental provider.

Modify my booking

How do I modify my booking before rental has started?

Contact us directly by email or telephone. We’ll evaluate your request, check if the changes are possible and update your booking. Depending on the nature of the changes, additional cost may occur. Amendments can take up to 24 hours to be processed.

How do I cancel my booking?

To cancel your booking, log in to My Bookings and click Cancel. If you cancel a booking before No-refund period, your prepayment will be fully refunded.

Pick-up issues

Why sign a rental agreement on pick-up?

The rental agreement you sign with the rental company is subject to its rental conditions and the law of the country you are renting in. Read rental conditions of the agreement carefully and make sure you understand and agree to them.

My flight time has changed

If your flight time or number has changed, you should provide actual information to the rental provider as soon as possible.

Reserved vehicle is in a bad condition at pick-up

Thoroughly check the car for any imperfections at time of pick up and notify the car rental supplier of any issues. Take photos of the rental car before pick-up and after drop-off so there is no confusion regarding the car’s condition upon return. Any damages on the car might affect your Excess if not addressed before the rental. Always keep any paperwork you are given.

Return issues

What should I check on drop-off?

Make sure that supplier representative signs off the drop-off (ensure that rental agreement is signed off by the supplier).

What happens on return after damage?

It depends on the insurance you have. In case there are any damages, bring it to the representative’s notice. Ask them about any charges they consider necessary and get it in writing. In most cases the rental provider will charge you for any damage by keeping some of your Security Deposit. Always leave yourself enough time on return before the flight.

Can I return the car later?

If you can’t return your car at the agreed drop-off time, inform the rental provider. It might be possible to return vehicle slightly later than agreed.

If I drop off the car earlier, will I receive a refund for unused days?

In most cases rental providers will not refund for returning the car earlier than agreed.

Other

Can I cross national borders with a rental car?

Some rental providers offer the possibility to cross national borders while others do not. If crossing the border is allowed, additional fees may apply to cover extra insurance, taxes, etc. You have to inform the rental provider about crossing borders, otherwise your insurance may become invalid. Ask advice on the driving territories/countries you plan to visit.

What is a mileage limit?

Some rental providers restrict the amount of kilometres per day or per rental period. Payment for any extra mileage will have to be made on return, unless you purchased Unlimited Mileage when booking.

Can i get a car delivered and collected?

Yes, but additional delivery charges may apply whether on pick-up or return. Some companies may offer free deliveries to certain places when the rental duration is over a certain amount of days.

What is required of the additional driver?

The additional driver needs to meet the same requirements as those for the main driver. Any additional driver need to be be present at pick-up, possess their documents and be registered in the rental agreement.

Can I hire a vehicle with some extras?

Yes, optional extras must be requested when booking and associated costs will be displayed where available.

How can I leave a review after rental?

Go to your Bookings page after rental has ended and click "Leave a Review" to rate your experience. Should you wish to discuss any issues that occurred during your rental, please contact us and allow investigate the matter.

Sign In