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Frequently Asked Questions

Find the answers to your questions.

START

How do I reserve online?

  • Select your delivery and return date and time.
  • Indicate the place of delivery and return.
  • Select one of the available cars.
  • Check the extras you need (child seat, additional driver, etc.).
  • If you are happy with everything, go ahead.
  • Enter your details.
  • Attach the documentation indicated – so that the delivery is express.
  • Make the payment of the reservation (you can choose between paying 100% or 50%).Once payment has been confirmed, you will receive a booking confirmation email.

What documentation do I need to book?

  • A valid class B driving licence that is more than two years old. For EU residents.
  • An unexpired international driving licence. For non-EU residents.
  • Passport/national identity card/carte d’indentité – valid (not expired).

**In order to collect the car you must show the original and valid documents. I.e. photocopies or expired documents will not be accepted.

Who can drive the vehicle?

Only the driver who has made the reservation and the additional driver(s) stated in the rental contract may drive the vehicle.

These drivers must be:

  • 25 years of age or older.
  • a class B driving licence for more than two years.
  • or an international driving licence.

Where can the car be delivered or picked up?

  1. At El Prat de Llobregat airport (Barcelona): free of charge.
  2. At our office in Sant Boi: free of charge
  3. At a personalised address:
    a. within a radius of 20 km from our offices in Saint Boi De Llobregat: supplement of 70 €.
    b. from 21 km onwards: 3,5 euros per km

IMPORTANT DETAILS

What is not covered by insurance?

The basic insurance only covers third party liability. Any damage caused to the rented vehicle will be at your expense.

To give you a rough idea, if you have taken out comprehensive insurance it includes everything except:

  • loss of key.
  • loss of documents, accessories and/or tools.
  • filling up with fuel.
  • theft of personal belongings in the car.
  • misuse of the vehicle (engine or gearbox).
  • any parking or traffic fines received for the use of the vehicle during the rental period.
  • knocks caused to the underside of the car driven by an unauthorised person.
  • basic interiors (burns, plastic bitten or scratched by a pet).
  • special cleaning.

**For more details please read our terms and conditions.

How much is the deposit?

Depending on the car, it varies between 300 € and 5000 €. Details can be found on each vehicle’s registration form.

Please note that if you pay the deposit by debit card, it is doubled.

When refund the deposit?

Within a maximum period of 40 days.

If we detect any damage when the car is returned, the amount will be deducted from the deposit.

If the car cannot be inspected during the return for any reason, we have 40 days to do so and to

  • return the full amount of the deposit
  • or return the corresponding part of the deposit after deducting the costs of the damage.

**We recommend that you allow enough time to check the car with us when you return it. Less than 10 minutes is sufficient.

What about fuel policy?

The vehicle is delivered with a full tank of fuel and must be returned with a full tank of fuel.

To avoid misunderstandings, we take a photo of the fuel tank gauge on delivery. And we attach it to the car’s check-out sheet, which is sent to you by email.

If the car is delivered without a full tank of fuel:

  • the missing litres will be charged at the price of petrol or diesel on the day of return.

PAYMENTS

When do I have to pay for the reservation?

You can pay 100% or 50% of the booking amount at the time of booking.

If you choose to pay 50%, the remaining 50% will be paid on delivery of the vehicle by debit or credit card.

*Please note that the debit or credit card must be in the name of the main driver.

Can I pay by debit card?

Yes, but bear in mind that if you pay the deposit with a debit card the amount is doubled. And the linked card or account must have funds.

EXTRAS

Can I add a second driver?

Yes, the supplement for each additional driver is 2,42 € per day.

Can I bring pets?

Yes, but bear in mind that you need a suitable means of transport (which you must bring with you) to carry them in the vehicle. Or carry it strapped in the back of the car if it is a dog.

Do you have child seats or boosters available?

Yes, make sure you tick the box when you make your booking. This way we can guarantee that you will have the car seat or booster seat when we deliver the car.

LIMITS

Can I travel outside Spain?

Only if you have our express authorisation, otherwise not.

If you leave Spain without our authorisation you are exposed to:

  • The car will be blocked remotely as soon as you stop the vehicle.
  • Pay a penalty of 250 €.
    The car will only be unlocked once this penalty has been paid.

If you leave the EU without our authorisation, you risk:

  • The car will be remotely blocked as soon as you stop the vehicle.
  • Pay a penalty of €480.
    The car will only be unlocked once this penalty has been paid.

If you have received our authorisation, please note that you have to pay a supplement:

  • for travel outside Spain: 40 €.
  • for travel outside the EU: 150 €.

What is the mileage limit?

It depends on the vehicle.

To give you a rough idea:

  • for cheap vehicles: 250 km
  • for premium vehicles: 100 km
  • for convertible vehicles: 100 km
  • for classic cars: 50-100 km

The mileage limit is detailed in each vehicle’s data sheet.

How long can I rent a car for?

The minimum rental period is 1 day. And a maximum of 30 days.

LAST MINUTE QUESTIONS

How do I know that my booking is confirmed?

As soon as your booking is confirmed, you will be sent an email with your booking details.

What if I am late and you come to deliver my car at the airport, station or port?

No problem. Let us know when you are about to arrive, if you are coming by train or boat, or when you have already landed, if you are coming by plane. It takes less than 15 minutes to be at the delivery point.

What happens if I want to enter Barcelona with a car that has restrictions (such as a classic car)?

You must let us know in advance so that we can apply for authorisation.

This procedure has a surcharge of 15 €.

Please note that with the authorisation you will be able to enter Barcelona:

  • working days
  • from Monday to Friday
  • from 7.00 a.m. to 8.00 p.m.

INCIDENTS DURING RENTAL

What should I do if I have a breakdown or accident?

Please contact our customer service team for assistance in managing the incident.

What happens if I return the vehicle late?

If you are more than two hours late, you will be charged a penalty of €100 for each hour of delay.
Therefore, if you think you are going to be late, we recommend that you request a change of return time.

Conditions for the change:

  • give at least two hours’ notice before the return.
  • pay a supplement of 50 €.

What to do in case of vehicle theft?

Immediately report the theft to the police.
Then report it to us and send us:

  • a copy of the report
  • the keys of the vehicle

**Please note that you must do this within 24 hours of the theft. This will ensure that the insurance and cover you have taken out will still be in effect.

CHANGES OR CANCELLATION

How do I extend my car rental?

Please request it at least 1 day before the end of your booking.

*Please note that you may or may not be able to extend the rental depending on whether the vehicle is available (i.e. there is no previous reservation for that car on those days).

What happens if I want to finish the booking earlier?

You will also be charged the full rental for the contracted period.

How can I cancel my booking?

To cancel your booking free of charge, you must give us 10 days’ notice.
If you give us less than 10 days notice, the amount paid on confirmation of the booking will not be refunded.

Have we left any questions unanswered?

Tell us what you are concerned about or what you need clarification on.