FAQs per category

My booking/reservation

When will my booking be confirmed?
Your booking will be confirmed within 48 hours. In case you don't receive a confirmation, please check if your spam filter has marked the confirmation mail as unwanted.
I haven't received a confirmation. What should I do?
Please contact us if you haven't received your confirmation. Make sure to check your spam filter to see whether the confirmation email has been marked as unwanted.
How can I change or cancel my booking?
You can contact us through this contact form. If change or cancellation is at short notice (within 48 hours), we kindly ask you to contact us by phone.
Do charges apply when I cancel or change my booking?
In case of any changes or cancellations before the start of the car rental, no administration fees will be charged. When you cancel your booking before the start of the car rental, you will always get a refund. Cancellation is only without charge up to 48 hours before pickup. All changes and cancellations are carried out by us and not by the car rental company. Other changes such as the rental period will obviously affect the price of your booking.
Can I make a booking for someone else?
It's possible to reserve a rental car for someone else and pay for it with your own credit card. Please mind that the person who picks up the rental car must present his/her own credit card. This credit card must be used for the deposit in order to receive the rental car.
Can I use other payment options?
You can only pay by credit card. When picking up your car you must be able to present a credit card in order to pay for the deposit. Cash is not possible. A credit card from another person is not allowed either.
I have filled out an incorrect email address during my booking. What should I do?
You can contact us through this contact form or via our phone number. Please make sure to pass your voucher number.

Pickup, use and return of my rental car

What do I need to pick up my rental car?
When picking up your rental car you always need to hand in your reservation voucher. These vouchers contain specific information concerning the rental car that has been reserved by you, pricing and other information. You will receive your reservation voucher by email after booking. When you pick up your rental car, a rental agreement needs to be signed at the location.

Besides the voucher, you also need to bring your passport, driver's license and credit card. When your driver's license can't be read by the rental company (Chinese for example), you will also need an international driver's license as a translation. Only your original passport and driver's license are valid, so please don't bring any copies.
Can I cross the border to another country with my rental car?
In many cases it's not a problem. Sometimes it's not allowed. Please mention the countries you wish to travel to when booking your rental car. The booking will be checked to see which countries are allowed. Sometimes special cross border documents are needed. Please contact us by phone in case you have any questions before making a booking.
Can you guarantee that I will receive the selected car type?
If the selected car type is not available you will receive an equivalent model. We do guarantee the category but we can't always guarantee the car brand and/or model.
Can the rental car be delivered at another location such as my hotel?
In some cases it's possible to deliver your rental car at a location of your choice, instead of the standard pickup location as stated in your booking. Sometimes an additional charge applies. Please contact us for more information.
How much deposit do I pay when I pick up my rental car?
The deposit depends on the specifications of your booking and the car rental company. The minimum deposit consists of your excess, fuel, VAT and possible extras (GPS, car seats, etc). The exact amount of your deposit will be calculated at your pickup location and must be paid by credit card.
Can I pick up or return my rental car early in the morning or late in the evening?
Returning the car outside opening hours is usually not a problem. Most car rental companies have a special key box to drop your keys. To pick up your car outside opening hours a special request has to be send to the rental company. Sometimes an additional charge may apply.
Can I return my rental car at an earlier date than stated in my booking?
You can return your rental car earlier than stated in your booking. However we can't reimburse you for the unused days.
Where can I find the exact pickup and return locations?
The information is stated in your booking and on the voucher that you will receive from us. For rental companies at the airport that are not easy to find, additional information is sometimes mentioned on the voucher.
How much is a one way fee?
The one way fee may vary per location and per rental company. The amount will be shown in the booking form after you select a car from the list.
Is my foreign driver's license valid to book a rental car?
When your driver's license can't be read by the rental company (Chinese for example), you need to bring an international driver's license as well. This international driver's license is a translation of your regular driver's license.

Additional options and possibilities

Can I rent a GPS Navigation System with my rental car?
Renting a GPS navigation system is often possible. Please indicate your required options, among which a GPS navigation system when you make a reservation. We will provide you with an estimate of the costs. The exact costs will be calculated at the pickup location based on the additional options and must be paid by credit card.
Are there any additional charges that apply?
Basically all our rates are all inclusive. In case additional costs apply our reservation department will inform you in advance. If you do not agree you can always cancel your booking free of charge (min. 48 hours before start of rental period).
What are the costs for an additional driver?
The rates for an additional driver differ per location. In some cases it's free of charge. In other cases you will be charged a few euros per day.
Can I rent a car seat for my baby/child with my rental car?
Renting a car seat for your baby or child is often possible. Please indicate your required options, among which a car seat when you make a reservation. We will provide you with an estimate of the costs. The exact costs will be calculated at the pickup location based on the additional options and must be paid by credit card.
Can I rent winter tires, ski racks or snow chains with my rental car?
In some cases it's possible. Please indicate your required options, among which winter tires, ski racks or snow chains when you make a reservation. We will provide you with an estimate of the costs. The exact costs will be calculated at the pickup location based on the additional options and must be paid by credit card.
How do I pay for optional extras?
The costs of extras on request are not included in the price and must always be paid on location by credit card. When making your booking we will give you an estimate of the expected costs for your extras. The exact amount will be calculated at the pickup location, where they will charge your credit card.

Insurances

What insurances apply to my rental car?
In most cases the rates are including liability insurance and fire insurance. Most of the times the Collision Damage Waiver (CDW) and Theft Protection (TP) are also included in our rates.
What do the Collision Damage Waiver and Theft Protection offer?
The Collision Damage Waiver (CDW) and Theft Protection (TP) will protect you from financial responsibility for your rental car in the event of damage or theft. In most cases, you will still pay a excess. Most car rental companies offer insurance to reduce this to zero.

In certain countries, we offer specific products with which we refund the excess amount afterwards in the event of damage or theft. The only condition is that you provide us with the police report AND damage report afterwards.

The Collision Damage Waiver (CDW) never covers damage to tires, windows, mirrors, undercarriage, roof, interior or key of the rental car.

Theft Protection (TP) does not apply to any personal belongings you leave behind in the rental car. Your own travel insurance can compensate you for this type of theft. Never leave your belongings in sight. Take them with you or leave them in the trunk. Otherwise, this will not be covered by your travel insurance.
What does Third Party Insurance mean?
This insurance covers material damage and physical injury caused to others (all other persons than traveling in the rental car; not the driver, not the passengers). The coverage varies per country or per state (US). Within the European Union and many other countries the coverage is more than sufficient. For countries where the coverage may be insufficient the rental company offers an additional insurance with a higher coverage such as EP=Extended Protection, ALI=Additional Liability Insurance, LIS=Liability Insurance Supplement.
What other insurances are available?
Personal Accident Insurance (PAI) and Personal Effects Coverage PEC
The Personal Accident Insurance and Personal Effects Coverage can be insured (optional and not inclusive) locally or by means of a travel insurance.

Credit cards: Insurances and Coverage
Due to the fact that the insurances and coverage may vary per credit card company, we kindly ask you to contact the respective company. You can also ask if the coverage only applies if the transaction or deposit is charged to the specific credit card.
What does reimbursement for the excess mean?
In the event of damage, you first pay the excess amount to the rental company. We then reimburse you afterwards. In short, you carry no risk and, should you incur any damages, it will cost you nothing at all.

The only condition is that you send us the necessary documents in the event of any damage: proof of the amount paid, police report, damage report, etc.

Do you have a question?

If your question and/or answer is not listed, please contact us and we will do our utmost to assist you as quickly as possible.