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FAQ

Finding my best offer

How can I find my best car rental offer?

In order to make it easier for you, we created some filters to narrow down your search results! Mark them by clicking the check box and choose your best car rental offer:

  • Car type: this option helps you select the size and type of your rental car (eg. Mini, Economy, SUV etc.). When choosing a car type, we recommend taking in consideration the lenght of your trip and size of your luggages.
  • Package: a package is a combination of different insurance inclusions and fuel policies. Use this filter to show the one you prefer.
  • Supplier: do you have one or more preferred car rental suppliers? Simply mark them to receive only the offers of your best ones!
  • Excess: the excess is determined by your included insurance coverage. You can choose between offers "with excess" or offers "without excess". Depending on your search, the excess amount may be reimbursed by a Third Party Insurance ("without excess - reimbursed").
  • Fuel Information: Want to leave a deposit for fuel or purchase fuel upfront? Use this filter to choose your preferred fuel policy.
  • Passengers: Select the number of travellers, which include the driver.
  • Car Features: Do you need any special car features, such as automatic drive? Simply apply this filter and we will show you only the offers that match your wishes!
Why am I asked to provide my age and country of residence?

The accuracy of driver's information such as Age and Country of Residence will ensure that you are displayed only the suitable offers for you.

Most car rental suppliers impose a minimum and maximum age limit to the rentals. Usually, drivers under 25 or over 70 years old are subject to the payment of additional fees or may be allowed to rent only a restricted numbers of car categories. At the same time, the country of residence defines market-specific rules, which may influence pricing, availability and other conditions of your car rental offer.

Why am I requested to provide a flight number during my reservation?

Providing a flight number is not mandatory, but it is very recommended. This is what helps the local rental station determine your exact arrival time. Especially if your pick up time is at night or closed to the end of the office hours, a flight number can help make sure that someone will wait for you.

Which is the maximum period of rental that I am allowed to book a car for?

Due to legal reasons, most car rental suppliers allow a maximum duration of rental of 30 days. If you wish to rent for longer periods, we suggest that you place two separate reservations. With the return of the first car and closure of the first rental contract, you will be able to open a new contract and pick up the second car. For a better planning, please consider scheduling 30-60 minutes between the return of the first car and the pick up of the second.

My reservation has the status "In process". What does it mean?

Your reservation has "In process" status because the selected car rental offer is on request. The car rental supplier needs first to verify whether the car is available for your chosen time and location. You will usually receive the confirmation within 48 hours.

My reservation has the status "Pending on request". What does it mean?

If your reservation status is "Pending on request" it means that your reservation did not go through. You may rest assured that no charges will apply. In the event that a payment was taken, a refund will be done in the shortest period of time. We recommend placing a new reservation again or contact our Reservation Team, who will be happy to help you place a new reservation successfully.

How can I add a GPS navigation system to my rental?

Depending on availability, most car rental suppliers allow to add a GPS at the time of reservation. If not available online, a GPS can be usually rented on the spot. If you would like to reserve your GPS in advance, our Reservations Team will be happy to support you. Please note that any additional services are usually payable on spot at the time of pick up. The payment will be taken in the local currency on the driver's credit card.

What if I need a child safety seat?

Depending on availability, most car rental suppliers offer child seats for purchase on spot. The types of child seats usually range from infant seats to booster seats for older children. Our Reservation Team will be happy to reserve them for you in advance.

Do I need winter tyres or snow chains?

The product information of your offer shows you whether snow tyres or chains are included or not. If the winter equipment is not included in your offer, it is usually available for purchase on spot, depending on availability. We recommend you to verify whether winter tyres or chains are legally mandatory for your destination, travel route and time.

Does my reservation include any protection?

Depending on the chosen product at the moment of reservation, your selected offer may include Collision Damage Waiver/ Theft protection with excess, Collision Damage Waiver/ Theft Protection without excess or none of the above (basic rate).

What does the Collision Damage Waiver (CDW) mean?

The Collision Damage Waiver (CDW) is a basic coverage that pays for accidental damage to the body of the rental car.

If your offer includes a CDW with excess, you will still be held liable for any damages up to the confirmed excess amount. Usually, car rental suppliers offer additional insurance in order to reduce or eliminate the excess amount. This is usually referred to as Super Collision Damage Waiver (SCDW).
If your offer includes a CDW without excess, you will be exempted for the damage charges.

Please note that Collision Damage Waiver (CDW) does not usually cover damages to tyres, windscreen, underside, roof or damage administration fees. For more information on your coverage, we recommend you refer to the car rental supplier's Terms and Conditions or your car rental agreement.

What does Theft Protection (TP) mean?

Theft Protection (TP) is a cover that pays the cost of replacing the rental car if it's stolen, and repairs to the car if it gets damaged when someone tries to steal it.

If your reservation includes a TP with excess, your financial loss in case of theft will be limited to the amount of the excess. When you pick your car up, the car rental supplier may offer you some additional cover to reduce your theft excess.

If your reservation includes a TP without excess, you will not have to pay anything towards its replacement but the damages administration fees.

The theft protection doesn't cover the theft of your personal belongings or any items into the car. Please also remind that, when you sign the car rental agreement at pick-up, you're agreeing to take care of the car all the way through your rental. That includes taking all reasonable precautions against theft.

Does my reservation include a Third-Party Liability Insurance?

The Third-Party Insurance or Liability Insurance (LI) covers damages to other people's property (e.g. their cars) as well as medical costs for other people's injuries in an accident you're legally responsible for.

Your car rental offer will usually include the Third-Party Insurance for destinations* where such insurance is compulsorily provided by the car rental supplier, unless specified otherwise.

*In Europe, a third party insurance is compulsorily held by the car owner and it is consequently not sold by the car rental suppliers. In the US, parts of South America and other Countries, the third party responsibility lies with the driver of a rental vehicle who is liable for injuries to other people and their properties. Some US states mandate that all cars including rental car companies include LI however the state minimums are usually very low. Therefore, you may need to purchase Supplemental Liablity Insurance (SLI) - which is also known as Extended Protection (EP), Accident Liability Insurance (ALI) or Liability Insurance Supplement (LIS). This will provide you with an higher liability coverage.

What does Personal Accident Insurance (PAI) mean?

The Personal Accident Insurance (PAI) covers the driver of a rental car and their passengers against accidental medical expenses, emergency care and accidental death during the rental trip, up to a certain limit. The coverage limit is determined by the car rental supplier's Terms & Conditions.

This insurance can be usually added and paid at the car rental desk.
It's mostly offered as a package with PEC.

What does Personal Effects Coverage (PEC) mean?

The Personal Effects Coverage (PEC) insures the personal belongings of the main driver and, usually, the personal effects owned by those members of the immediate family traveling with the driver and who permanently resides in the driver's household.

This insurance can be usually added and paid at the car rental desk.
It's mostly offered as a package with PAI.

Managing my reservation

My reservation has the status "In process". What does it mean?

Your reservation has "In process" status because the selected car rental offer is on request. The car rental supplier needs first to verify whether the car is available for your chosen time and location. You will usually receive the confirmation within 48 hours.

My reservation has the status "Pending on request". What does it mean?

If your reservation status is "Pending on request" it means that your reservation did not go through. You may rest assured that no charges will apply. In the event that a payment was taken, a refund will be done in the shortest period of time. We recommend placing a new reservation again or contact our Reservation Team, who will be happy to help you place a new reservation successfully.

How can I modify my reservation?

If you have access to Carnect BRIDGE or your own API system, you may modify your reservation, by following the modification guidelines made available to you. If this is not the case or you simply need assistance, you can contact our Reservation Team. Please note that some modifications (such as early pick up or later drop off, car category, additional equipment...etc.) are subject to the availability of our car rental suppliers and may imply additional costs. Please also keep in mind that certain parameters of your reservation cannot be modified.

Can I modify my reservation if I already picked up the car?

If you already picked up the car and require any modification, the easiest and fastest way around it is to contact the local rental station directly.
Please note that any additional costs need to be paid locally.

How can I cancel my reservation?

Your reservation can be cancelled through the same channel as placed. If you have access to Carnect BRIDGE you may perform the cancellation there, otherwise through your own API system. If none of these are possible, please contact our Reservations Team in order to proceed with the cancellation.

Will I get the refund of my reservation in case of cancellation?

The cancellation policy will be explicitely stated at the moment of reservation and also in the product information.

How can I add a GPS navigation system to my rental?

Depending on availability, most car rental suppliers allow to add a GPS at the time of reservation. If not available online, a GPS can be usually rented on the spot. If you would like to reserve your GPS in advance, our Reservations Team will be happy to support you. Please note that any additional services are usually payable on spot at the time of pick up. The payment will be taken in the local currency on the driver's credit card.

What if I need a child safety seat?

Depending on availability, most car rental suppliers offer child seats for purchase on spot. The types of child seats usually range from infant seats to booster seats for older children. Our Reservation Team will be happy to reserve them for you in advance.

How can I get an invoice for my reservation?

If you wish to obtain an invoice of your pre-paid reservation, please contact your booking source (eg. travel agency, tour operator).

If you enquire an invoice of an additional service paid at the pick-up, please contact the car rental supplier directly.

Inclusions & Additional Services

Will I have to pay anything on spot?

Our car rental offers usually include all basic services and coverages to be able to pick up the car.
Unless otherwise specified on your car rental confirmation or voucher, you will be requested only to leave a security deposit and pay for any optional service (GPS, child seats...etc) that you purchase at pick-up.

Do I have to pay the fuel tank?

Depending on the fuel policy chosen at the moment of reservation, there are three possible scenarios:

  • Full-to-full: the car is provided with a full tank and must be returned likewise. Missing fuel upon return can result in charges for fuel and a service fee. Recommended fuel policy, best cost transparency.
  • Level-to-level: the car must be returned with the same amount of fuel as it was provided. Missing fuel upon return can result in charges for fuel and a service fee. Recommended fuel policy, good cost transparency.
  • Full-to-empty: the car is provided with a full tank and must be returned empty. A refuelling service fee applies. The full tank is payable at pick-up and may be charged at a higher price than at petrol stations, while the unused fuel is generally not refundable.
Can I add a second driver?

Some car rental suppliers offer the possibility of adding an additional driver already at time of reservation. If this is not the case, then an additional driver may be added later at pick-up.

Please just keep in mind that any additional driver must meet the same requirements as the main driver. Any additional driver fees are payable on spot directly at the car rental supplier's desk.

Can I return the car to a different station than the pick up location?

Most car rental suppliers offer so called "one-way rentals", allowing drivers to pick up the car in one place and return it to a different one. Please note that one-way fees may apply, which are payable on spot at the time of pick up, unless otherwise specified. If you plan to return the car to a different location, we recommend you to place your reservation by choosing the correct pick up and drop off locations in advance. One-way service usually cannot be added to an already placed reservation.

Can I collect a car of a different category than the one reserved?

Based on supplier's availability, you can request a different car category on spot.

If you choose to drive a car of a lower category (downgrade), keep in mind that there will be no refund or discount on the pre-paid voucher.
If you wish to collect a car of a higher category (upgrade), you may incur additional costs that need to be paid directly to the supplier.

You may be able to request also a Diesel car on spot. Please, note that some suppliers apply extra fees in the concept of "Diesel surcharge" that needs to be paid upon collecting the car as well.

Can I take the car outside the rental country?

Cross border travels are usually not permitted. If you plan to drive outside of your country / state of rental or to different islands within the same country, we highly recommend you contact the local station in advance to request their approval.

Please note that additional fees and specific restrictions may apply.
For any further questions, our Reservations Team is happy to assist you.

How can I add a GPS navigation system to my rental?

Depending on availability, most car rental suppliers allow to add a GPS at the time of reservation. If not available online, a GPS can be usually rented on the spot. If you would like to reserve your GPS in advance, our Reservations Team will be happy to support you. Please note that any additional services are usually payable on spot at the time of pick up. The payment will be taken in the local currency on the driver's credit card.

What if I need a child safety seat?

Depending on availability, most car rental suppliers offer child seats for purchase on spot. The types of child seats usually range from infant seats to booster seats for older children. Our Reservation Team will be happy to reserve them for you in advance.

Do I need winter tyres or snow chains?

The product information of your offer shows you whether snow tyres or chains are included or not. If the winter equipment is not included in your offer, it is usually available for purchase on spot, depending on availability. We recommend you to verify whether winter tyres or chains are legally mandatory for your destination, travel route and time.

Does my reservation include any protection?

Depending on the chosen product at the moment of reservation, your selected offer may include Collision Damage Waiver/ Theft protection with excess, Collision Damage Waiver/ Theft Protection without excess or none of the above (basic rate).

What does the Collision Damage Waiver (CDW) mean?

The Collision Damage Waiver (CDW) is a basic coverage that pays for accidental damage to the body of the rental car.

If your offer includes a CDW with excess, you will still be held liable for any damages up to the confirmed excess amount. Usually, car rental suppliers offer additional insurance in order to reduce or eliminate the excess amount. This is usually referred to as Super Collision Damage Waiver (SCDW).
If your offer includes a CDW without excess, you will be exempted for the damage charges.

Please note that Collision Damage Waiver (CDW) does not usually cover damages to tyres, windscreen, underside, roof or damage administration fees. For more information on your coverage, we recommend you refer to the car rental supplier's Terms and Conditions or your car rental agreement.

I have purchased additional insurance through a Third Party / I have a personal insurance. Am I still required to leave a security deposit at the pick-up?

Suppliers are offering their own coverage and are not aware of the inclusions of insurances purchased through Third Party. This is why you will still be required to leave a security deposit as specified in your reservation. Nevertheless, based on the policy of the ancillary insurance, you will be refunded (totally or partially) in case of any damage charges.

I have purchased the Full Protection Coverage through Rentalcover.com. Am I still required to leave a security deposit at the pick-up? What happens if my rental car is damaged or stolen?

Rentalcover.com is an "excess reimbursement coverage" that allows you to claim back the excess amount in the event of theft or damage.
This additional protection is offered by a Third Party Insurance Provider.

RentalCover.com provides complete protection at significant competetive rates. The policy includes protection in the event of towing, lockout, loss of keys and to any parts of the car including tyres and underbody.

At time of pick-up, you will be requested to leave a security deposit at the car rental supplier's desk under the terms of the Rental Agreement. In the event of damages or theft, the car rental supplier will charge any applicable repairing costs on the main driver's credit card. Afterwards, you can claim back your costs to Rentalcover.com.
You will be able to start your claim by following the steps displayed in the Rentalcover.com confirmation e-mail.

Do I need to purchase additional insurances on spot?

Additional insurances are usually optional and you can opt out of them during the pick up. However, if you would like to gain piece of mind and to know what additional insurances are available on spot (such as Glass & Tyres or Roadside Assistance), our Reservations Team is happy to help you.

Does my rental car have a mileage limit?

Many car rental offers include unlimited mileage, which means you are allowed to drive as much as you wish. If your reservation includes limited mileage, please note that any additional miles/ kilometers driven will be charged by the car rental supplier on spot, based on their price per mile/ kilometer. You can view your mileage allowance in the product information of your selected car rental offer.

Collecting the car

Do I need to sign a rental contract on spot?

Yes, signing a rental agreement on spot is mandatory in order to pick up the car. This is a contract between you and the car rental company, which sets out the Terms & Conditions of the rental. Once you have signed the rental agreement, you have agreed to be liable for the car during your rental. We recommend taking a few minutes to read carefully what you're signing, in order to avoid unexpected charges and misunderstandings.

What should I pay attention to when I pick up my rental?

While car rental suppliers usually have a modern and well equiped fleet, some cars may present scratches or dents, the so called "cosmetic" damages. They do not affect the performance of the car.
Usually when you pick up the vehicle, the car rental representative will come out with you to inspect the car. You will be provided with a vehicle condition report and we recommend you take your time to check it over. If you notice any damage not marked on the check-out form, report it to the car rental representative and make sure the document is complete before you sign it.

With your signature, you confirm its correctness and you will be held liable for any new damages occured during your rental.

In the event that the car provided is not mecanically suitable for driving, please address this immediately to the car rental representative in order to find the best alternative.

Finally, we recommend you

Can I pick up or return my rental car outside the regular opening hours?

Some car rental suppliers allow to pick up or drop off your car outside their office opening hours. Any applicable out of hours fees will be paid on spot. The charge will be done on the main driver's credit card, which is necessary for pick up.

If you plan to arrive outside the opening hours, we recommend you contact the car rental office in advance to request if an out-of-hour pick-up is possible or alternatively you can amend the reservation by contacting your agency / us.

Where can I pick up the car?

The address or meeting points and the pick-up instructions are displayed both during the reservation and on your reservation confirmation. This includes the telephone number of the local station and of the shuttle bus, if applicable. If you have trouble finding your way, you can contact our Reservations Team who will be happy to assist you further.

Which are the opening hours of the car rental office?

The opening hours of your chosen rental office are displayed during the reservation process and on your reservation confirmation. Additionally, they are available in your related product information.

Will I get the same car as shown online /or on my reservation confirmation?

The car model or brand displayed during your reservation is an example of the booked car category. Car rental suppliers use car categories to include several models with similar characteristics in terms of size and quality.

While we always guarantee a car category (eg. Mini, Intermediate, Fullsize), the brand and make of the car provided on spot will be based on supplier's fleet and availability.

Will I have to pay anything on spot?

Our car rental offers usually include all basic services and coverages to be able to pick up the car.
Unless otherwise specified on your car rental confirmation or voucher, you will be requested only to leave a security deposit and pay for any optional service (GPS, child seats...etc) that you purchase at pick-up.

Do I have to pay the fuel tank?

Depending on the fuel policy chosen at the moment of reservation, there are three possible scenarios:

  • Full-to-full: the car is provided with a full tank and must be returned likewise. Missing fuel upon return can result in charges for fuel and a service fee. Recommended fuel policy, best cost transparency.
  • Level-to-level: the car must be returned with the same amount of fuel as it was provided. Missing fuel upon return can result in charges for fuel and a service fee. Recommended fuel policy, good cost transparency.
  • Full-to-empty: the car is provided with a full tank and must be returned empty. A refuelling service fee applies. The full tank is payable at pick-up and may be charged at a higher price than at petrol stations, while the unused fuel is generally not refundable.
What happens if I am late for the pick-up?

Your confirmed reservation includes a grace period of two hours between the scheduled pick-up time and the time the car is actually collected. Once this period has lapsed, the availability of the car cannot longer be guaranteed. Keep in mind that the grace period is not applicable outside the opening hours of the local station. If you are likely to be late or if you plan to arrive outside the regular opening hours, we strongly recommend you to contact the local station directly.

What are the requirements regarding my driving license?

A full valid driving license typically held for at least one year with no major endorsements is required. The driving license must be readible and copy of it will not be accepted. For holders of a UK driving license please visit DVLA for an update on recent changes to the paper counterpart effective from 8th June 2015. Please note that if your documents were issued in China additional requirements and restrictions may apply.

Do I need an international driving license?

If you travel internationally, an international driving license may be mandatory. We strongly advise you check individual country or car rental supplier requirements. The international driving license will only be valid when accompanied by your domestic license. Please note that if your documents were issued in China additional requirements and restrictions may apply.

Do I need to leave a security deposit?

Yes, upon collecting the car a security deposit will be blocked on the main driver's credit card. The deposit is determined by the car rental supplier considering your selected car category. The value of one tank of fuel and possible traffic fines can be additionally blocked.

Please note that cash as well as prepaid or debit cards, such as Maestro, Visa electron, Visa Premier or Carte Bleue are not accepted. Failing in providing a valid credit card on the main driver's name may prevent the supplier from releasing the car. For more information about the amount of deposit for your selected offer and credit card requirements, we recommend to check the related product information.

Can I add a second driver?

Some car rental suppliers offer the possibility of adding an additional driver already at time of reservation. If this is not the case, then an additional driver may be added later at pick-up.

Please just keep in mind that any additional driver must meet the same requirements as the main driver. Any additional driver fees are payable on spot directly at the car rental supplier's desk.

Can I return the car to a different station than the pick up location?

Most car rental suppliers offer so called "one-way rentals", allowing drivers to pick up the car in one place and return it to a different one. Please note that one-way fees may apply, which are payable on spot at the time of pick up, unless otherwise specified. If you plan to return the car to a different location, we recommend you to place your reservation by choosing the correct pick up and drop off locations in advance. One-way service usually cannot be added to an already placed reservation.

Can I collect a car of a different category than the one reserved?

Based on supplier's availability, you can request a different car category on spot.

If you choose to drive a car of a lower category (downgrade), keep in mind that there will be no refund or discount on the pre-paid voucher.
If you wish to collect a car of a higher category (upgrade), you may incur additional costs that need to be paid directly to the supplier.

You may be able to request also a Diesel car on spot. Please, note that some suppliers apply extra fees in the concept of "Diesel surcharge" that needs to be paid upon collecting the car as well.

Can I take the car outside the rental country?

Cross border travels are usually not permitted. If you plan to drive outside of your country / state of rental or to different islands within the same country, we highly recommend you contact the local station in advance to request their approval.

Please note that additional fees and specific restrictions may apply.
For any further questions, our Reservations Team is happy to assist you.

How can I add a GPS navigation system to my rental?

Depending on availability, most car rental suppliers allow to add a GPS at the time of reservation. If not available online, a GPS can be usually rented on the spot. If you would like to reserve your GPS in advance, our Reservations Team will be happy to support you. Please note that any additional services are usually payable on spot at the time of pick up. The payment will be taken in the local currency on the driver's credit card.

What if I need a child safety seat?

Depending on availability, most car rental suppliers offer child seats for purchase on spot. The types of child seats usually range from infant seats to booster seats for older children. Our Reservation Team will be happy to reserve them for you in advance.

I have purchased additional insurance through a Third Party / I have a personal insurance. Am I still required to leave a security deposit at the pick-up?

Suppliers are offering their own coverage and are not aware of the inclusions of insurances purchased through Third Party. This is why you will still be required to leave a security deposit as specified in your reservation. Nevertheless, based on the policy of the ancillary insurance, you will be refunded (totally or partially) in case of any damage charges.

I have purchased the Full Protection Coverage through Rentalcover.com. Am I still required to leave a security deposit at the pick-up? What happens if my rental car is damaged or stolen?

Rentalcover.com is an "excess reimbursement coverage" that allows you to claim back the excess amount in the event of theft or damage.
This additional protection is offered by a Third Party Insurance Provider.

RentalCover.com provides complete protection at significant competetive rates. The policy includes protection in the event of towing, lockout, loss of keys and to any parts of the car including tyres and underbody.

At time of pick-up, you will be requested to leave a security deposit at the car rental supplier's desk under the terms of the Rental Agreement. In the event of damages or theft, the car rental supplier will charge any applicable repairing costs on the main driver's credit card. Afterwards, you can claim back your costs to Rentalcover.com.
You will be able to start your claim by following the steps displayed in the Rentalcover.com confirmation e-mail.

During the rental

Can I modify my reservation if I already picked up the car?

If you already picked up the car and require any modification, the easiest and fastest way around it is to contact the local rental station directly.
Please note that any additional costs need to be paid locally.

I have already picked up the car and I would like to keep it a bit longer. Is that possible?

Extensions cannot be guaranteed. If you wish to keep your car for longer than scheduled, please contact the local rental station to verify if an extension is possible. Extensions may incur costs for the additional time. Please note that keeping the car without notification may be rated as theft and result in legal actions and charges.

Which are the opening hours of the car rental office?

The opening hours of your chosen rental office are displayed during the reservation process and on your reservation confirmation. Additionally, they are available in your related product information.

Am I responsible for traffic violations, tolls and parking tickets?

The main driver is responsible for the payment of any traffic violations, parking tickets and tolls incurred during the rental period, alongside with an administrative fee established by the supplier. To be one step ahead, we recommend you to consult the local driving laws and regulations applicable at your travel destination.

What if my car breaks down?

If your car breaks down during your rental, we recommend you contact the local station immediately and follow their instructions. Based on what caused the breakdown and on the best judgement of the supplier, you may be provided with a replacement car. The replacement will be of an equivelant standard to your rental car based on the availability.

What do I have to do in case of damage or theft during the rental?

If your car was damaged or stolen during the rental, we recommend you to contact the local station immediately and follow their instructions. Please, be aware that even if additional insurance may have been purchased, a police report may still be required. Please, make sure to fill out any related damage or accident documentation, such as damage and police reports where necessary.

Can I take the car outside the rental country?

Cross border travels are usually not permitted. If you plan to drive outside of your country / state of rental or to different islands within the same country, we highly recommend you contact the local station in advance to request their approval.

Please note that additional fees and specific restrictions may apply.
For any further questions, our Reservations Team is happy to assist you.

Returning the car

Can I pick up or return my rental car outside the regular opening hours?

Some car rental suppliers allow to pick up or drop off your car outside their office opening hours. Any applicable out of hours fees will be paid on spot. The charge will be done on the main driver's credit card, which is necessary for pick up.

If you plan to arrive outside the opening hours, we recommend you contact the car rental office in advance to request if an out-of-hour pick-up is possible or alternatively you can amend the reservation by contacting your agency / us.

Which are the opening hours of the car rental office?

The opening hours of your chosen rental office are displayed during the reservation process and on your reservation confirmation. Additionally, they are available in your related product information.

Do I have to pay the fuel tank?

Depending on the fuel policy chosen at the moment of reservation, there are three possible scenarios:

  • Full-to-full: the car is provided with a full tank and must be returned likewise. Missing fuel upon return can result in charges for fuel and a service fee. Recommended fuel policy, best cost transparency.
  • Level-to-level: the car must be returned with the same amount of fuel as it was provided. Missing fuel upon return can result in charges for fuel and a service fee. Recommended fuel policy, good cost transparency.
  • Full-to-empty: the car is provided with a full tank and must be returned empty. A refuelling service fee applies. The full tank is payable at pick-up and may be charged at a higher price than at petrol stations, while the unused fuel is generally not refundable.
Will I receive a refund in the event of an early return of the car?

If the car is returned earlier than scheduled you will not be entitled to any refund for the unused rental time or days. Dependant upon the circumstances, we recommend you to claim the refund through your travel insurance provider.

Why am I requested to provide a flight number during my reservation?

Providing a flight number is not mandatory, but it is very recommended. This is what helps the local rental station determine your exact arrival time. Especially if your pick up time is at night or closed to the end of the office hours, a flight number can help make sure that someone will wait for you.

Do I need to be present for the drop off?

Some car rental suppliers may offer the possibility to return the car faster, by simply dropping it to the parking slot. We would always recommend the driver to be present for the drop off, in order to ensure that the car is returned in the same condition as picked up and that any remark that is noted down in the condition report at the time of drop off is correct.

What happens if I return the car with a delay?

The car rental suppliers usually allow a delayed return of the car of 29 minutes past the scheduled time. Once this time has lapsed, extra charges may apply in the amount of one rental day plus administration fees. If this is the case, the charges will be done on the main driver's credit card that was used for the pick up.

When do I get the security deposit back?

The security deposit is released automatically upon the return of the car and it may not appear as a separate transaction. The funds will simply be available again for use. This operation may take up to 20 days after the rental ended.

In the event that your car was damaged during the rental, the supplier may deduct the repairing damage costs and related administration fees from your security deposit. The remaining deposit amount will then be released on the main driver's credit card.

Can I return the car to a different station than the pick up location?

Most car rental suppliers offer so called "one-way rentals", allowing drivers to pick up the car in one place and return it to a different one. Please note that one-way fees may apply, which are payable on spot at the time of pick up, unless otherwise specified. If you plan to return the car to a different location, we recommend you to place your reservation by choosing the correct pick up and drop off locations in advance. One-way service usually cannot be added to an already placed reservation.

Who can I contact in case of complaints or questions after the rental?

Your satisfaction is our top priority.

If you reserved a car through a travel agency and have a post-rental complaint, please contact your travel agent who will advise you accordingly.

If your car was reserved directly with Carnect, please contact our Customer Support Team for assistance. In order to solve your query as quickly as possible, we highly recommend you to provide your signed rental contract, any related invoice and a copy of your credit card statement.

How can I get an invoice for my reservation?

If you wish to obtain an invoice of your pre-paid reservation, please contact your booking source (eg. travel agency, tour operator).

If you enquire an invoice of an additional service paid at the pick-up, please contact the car rental supplier directly.

Who should I contact if I forget personal items in the car?

If you left some personal belongings in the car upon the return, we recommend you contact the car rental supplier / local station directly. Please note that some suppliers do offer a Lost & Found Service and contact forms are available on their websites.

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