1. Before you book a car
How can I get a quotation?
You can get a quotation online on or alternatively you can call us, we will be happy to search the market for you and find the best price possible for your specific requirements.
Can I change the fuel policy?
The fuel policy is set by the rental provider. It is clearly stated in terms and conditions of your rental voucher. Getrentalcar.com cannot change the fuel policy as it is set by the car rental agent and charged upon arrival at the rental desk.
Where can I check the Terms &Conditions of the rental on the web site?
When you are making your booking you must confirm that you have read, understood and agreed to the rental conditions. If you click on rental conditions at this point, your Terms and Conditions of your rental are available for you to view them.
Where can I find directions to locate the rental agent at the pickup location?
The details for the rental agent are available on your rental voucher. This will also include a phone number for the agent.
What is the name of the car rental agent that will supply me with the car?
This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.
Is the agent located in the airport?
If you have selected an airport location at time of booking then your car will be located either in the terminal hall or close to it. Some agents offer a meet and greet if they are not located inside the terminal. A rental agent will be waiting for you to take you to your vehicle collection point. We will clearly state the address and location or the directions on how to get to the rental desk on your rental voucher.
Can I drop off the car earlier than it is stated on my voucher? Do I get a refund for unused days?
You can drop the vehicle off early however we are unable to refund any unused days.
What is an out of hour’s fee?
An out of hour’s fee may be applicable if a car rental agent agrees to stay open outside of their normal hours of business in order to service your rental pick up. We will inform you before you collect the car should this fee apply and this should be reflected in the price.
Do I have to pay extra if I want to drop off the car early in the morning/ late at night?
If you wish to pick up/drop off the rental vehicle outside the normal opening hours of the rental agent you may have to pay an additional charge. This will be outlined in your rental conditions which can be viewed before you confirm your booking. We will also advise if the out of hour’s fee is included in the price that you were quoted.
Why is there a one way fee?
We offer a one way service on most of our bookings if you choose to drop the vehicle off at a different location to the one you collected your rental vehicle from, however a fee normally applies due to the logistics of getting the car back to its original location. If you have a confirmed booking, this fee is clearly mentioned in the terms and conditions that we sent to you at time of booking. We will also advise if the one way fee is included in the price that we quoted you.
Can I drop the car off at a different location?
Dropping your car off at a different location is normally possible and we will advise if this is possible at time of booking. Usually there is a fee for this to cover the logistics of returning the car to its original location however we will clearly advise of this on the website under rate details at your time of booking. If you have a confirmed booking, this can also be found on the terms and conditions we sent to you at your time of booking.
Are there any additional costs for the cross border travel?
Cross border travel fees vary from country to country. Please check with the Car rental agent on arrival as restrictions and charges may apply. It will state in the terms and conditions of your rental voucher which countries cross border travel is allowed to for your particular rental and if there are any fees relating to this.
Can I drive the vehicle to another country?
This will depend on the car rental agent you are renting from and what their cross border travel restrictions are. We detail whether this is allowed or not at time of booking. Click on the rate details when you are selecting your car.
I am over 75 years of age, can I rent a car?
This depends on the car rental agent and the country in which you will be traveling. Most Car Rental agents will allow a person of any age to drive however this must be checked before booking your car rental agent as some rental agents have an age limit of 75 years. The Car Rental agents will charge a young drivers fee if the main driver is over 75 years of age. This fee is to cover the additional insurance required for the driver. This information will be provided at time of booking under the ‘Rate Details’ link when selecting your car. If you have a confirmed booking, this information is on the rental conditions that we e-mailed to you at time of booking.
Is there a charge for a young driver?
This depends on the car rental agent and the country of which you will be traveling. Most Car Rental agents will charge a young driver’s fee if the main driver is under 25 years of age however the minimum age may differ. This fee is to cover the additional insurance required for the driver. If there is a fee we will clearly state this at time of booking under the ‘rate details’ section when selecting your car. If you have a confirmed booking, this information is on the rental conditions that we e-mailed to you at time of booking.
What are the age restrictions for my rental?
Age restrictions are set by car rental agents. This means that for insurance purposes the car rental agent may have a minimum or maximum age of the driver they can rent to. All age restrictions will be in the terms and conditions of each rental. Some companies also have a young or senior driver’s fee for specific age groups.
If the mileage is limited, how many km can I do per day and what happens if I do more?
The details of your mileage policy may vary depending on the rental provider and the country of rental, however the information on your mileage policy and charges applicable can be found in the terms and conditions of your rental. If you do go over your allowance mileage you are charged a fee for each additional km that you exceed.
Do I have a limit on the miles that I travel during my rental?
Normally your rental will have an unlimited mileage policy, however in some instances there may be restrictions. We always advise you of your mileage policy before you book your vehicle. This is found under the ‘Rate details’ link at time of booking. If you have a confirmed booking the mileage policy is clearly stated in your terms and conditions that we e-mailed you at time of booking.
Do I need another form of ID?
You may be requested to provide another form of ID with proof of your address, however this varies between rental agents, please refer to the terms and conditions of your rental voucher.
Can I use my debit card to release the vehicle?
In most cases you must provide a valid credit card in the driver’s name when you are picking up your vehicle. Debit Cards are not accepted. However some rental agents will accept a debit card if you choose to opt for excess reduction insurance at the rental desk. You can however use your debit card online when you are making your booking.
What Credit Cards are accepted by the rental agent?
The following credit cards are usually accepted when collecting your vehicle: American Express, Diners Club, Master Card and Visa, however please check your terms and conditions that we sent to you at time of booking as these may vary.
I am from the UK, do I need both photo card and paper counterpart licenses?
UK License holders must present both the photo card and its papers counterpart at time of rental. This is detailed in your terms and conditions documentation.
How much is the fuel deposit?
The fuel deposit on your rental is set by the rental agent who is providing your vehicle. We advise contacting the rental provider using the contact details which can be found on your rental voucher for further details.
What is the price for one tank of petrol?
The fuel price is a charge that sits outside the price of your basic rental. This charge and its value is set by the rental provider and not Getrentalcar.com.
What does pick up full return empty mean?
This type of fuel policy means that you will pick up your vehicle with a full tank of petrol and will be required to return the vehicle with the petrol tank empty. Charges for fuel are payable at the rental location when you collect your vehicle. As you are paying for your fuel in advance to make the most of the petrol you get, we recommend returning the vehicle with as little fuel in the tank as possible.
Where do I pay for fuel?
If your fuel policy requires you to pay for the fuel of the vehicle then this will be done at the rental desk when you are collecting your car. Your fuel policy can be found in your terms and conditions that we e-mailed to you at time of booking. It’s under the ‘Fuel Policy’ section.
What is the fuel policy?
The fuel policy is dependent on the car rental agent. We display this at time of booking under rate details. The fuel policy is also clearly stated in the terms and conditions under ‘fuel policy’. Normally our car rental agents will provide a full tank of fuel when you are collecting your vehicle and will ask you to have a full tank of fuel when returning the vehicle (“pick up full return full” fuel policy). Alternatively, you might be requested to pay for the tank of fuel upon collection and you can return the car with an empty tank (“pick up full return empty” fuel policy). A security deposit is normally taken so it is important to fill the tank up when dropping the vehicle off, this will prevent any additional charges.
What is breakdown assistance?
Breakdown assistance is provided by the rental provider so you will need to contact them directly to report any mechanical failures. You can obtain further information regarding the terms of the cover from the rental provider.
What is the difference between the Gold and Platinum Package?
Gold package includes additional driver, airport fee, breakdown assistance, fuel, unlimited mileage, other fees, tax, collision damage waiver, theft waiver and third party liability protection. Platinum package includes Unlimited Mileage, Loss/Collision Damage Waiver, Supplemental Liability Insurance, Uninsured Motorist Protection, All Taxes and Airport and Local Fees, All Additional Drivers Charges, Initial Tank of Petrol, GPS.
2. During rental period
Why have two amounts been blocked from my credit card?
We pre authorize your card at time of booking for the amount of the deposit. This is not debited from your card until we confirm your rental with one of our rental agents. In the event your rental is not available we will contact you to offer the alternatives available. When Getrentalcar.com books your vehicle, a new pre authorization is made for that booking. The initial pre authorization will be immediately released back to your card automatically.
What steps can I take if the vehicle is not up to the standard/in the condition I expect?
If you feel that the vehicle is not up to the standard that you expect you need to rise this directly with the rental agent immediately.
Can I drop off the car earlier than it is stated on my voucher? Do I get a refund for unused days?
You would normally be able to drop the car off earlier than stated on your voucher, however, we are unable to refund any unused days or make refunds on vehicles returned early. Please contact the car rental agent for details if you are planning to return the vehicle early.
Can I extend my rental while my rental is in progress?
Although we cannot extend your rental after the pickup time, this may be possible by requesting this extension directly with your car rental agent. If they have availability they will normally be happy for you to keep the vehicle a little longer. There will be an additional cost to this and this is paid directly to the car rental provider.
3. After when you made a booking
What is your cancellation policy?
If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.00 and the card processing fee (where applicable), will be reimbursed. If the booking is cancelled less than 48 hours before the pickup time, no funds will be reimbursed, or if you have a fully prepaid rental and equivalent of 3 days rental plus EUR 25.00 cancellation.
What is the name of the car rental agent, which I hired a car from?
This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.
What does it mean that my booking was provisionally confirmed?
If you receive information that your booking has been provisionally confirmed, this means that we experienced some difficulty when trying to charge the card you provided. This might be due to putting incorrect card details, insufficient funds on your card, your bank not authorizing the transition due to a limit on the card etc. Our representative will call you shortly to reprocess transaction. In the mean time the reservation is provisionally confirmed for you until the transaction is processed again.
Why can’t I cancel my reservation online?
If you are having problems cancelling your reservation online, please contact our 24 hour call centre at the number provided on your rental voucher and one of our Travel Advisors will be able to assist you.
Can I cancel the booking with the car rental agency directly?
Please do not cancel your booking with the car rental agent directly as additional fees may apply.
How can I cancel my booking?
If you wish to cancel a booking the only accepted method is through our Cartrawler Website which is located under the heading of Manage your Booking.
Why is my reservation not available, I paid a deposit?
When you make your initial booking request we never debit your account. We do, however, pre authorize your card for the required deposit amount. In the event that we are unsuccessful in securing the vehicle that you require, we will release these funds back onto your card immediately. A member of our team will be in touch before hand to discuss the alternative options available.
I received an email from a fraud agent/fraud department? What should I do?
The Fraud Department protects your personal information against unauthorized access and disclosure. We are working closely with law enforcement organizations to prevent online criminal activity. We are taking many steps to ensure the security on our booking engine. In some cases you may be approached by our Fraud Department with a Security Check if there is any inconsistency in your booking details/ history. Should this happen please contact our Customer Centre immediately in order to validate your details and process your transaction securely.
What is a security check?
This is a random security check that is carried out to try and prevent fraud.
Can I cancel my on request reservation?
Yes, you can cancel your On Request reservation free of cost, however please note that we confirm 99% of all our reservations so your reservation will most probably be confirmed. However, if you still decide to cancel, the easiest way to cancel your booking, you can do it online via the ‘Cancel my Booking’ section.
What does it mean my booking is ‘On Request’?
When we advise you that a vehicle is on request, this likely means that your specific vehicle category booked may be limited and we will need to verify availability with our rental agent. In this case we will contact you within 48 hours to advise if this vehicle is available.
Do I need to present the voucher to collect my car?
Yes, this is a requirement and is extremely important. Failure to present the voucher that we have sent to you could result in additional costs for your rental. If you need a new voucher or you have lost your voucher, just go onto our website and re print it via the ‘My Booking’ Section.
I have lost my rental voucher and need a new one.
The quickest and easiest way to re print your voucher is to go online to our website and go to the ‘Manage Booking’ section on our website. Just enter your e-mail address and Reservation Number and click print.
I have not received my rental voucher?
We automatically send your voucher as soon as your rental is confirmed. If you haven’t received it please check your spam filter. You can also print your voucher online using ‘Manage Booking’ section on our website. Just enter your e-mail address and Reservation number and click print.
How do I print off my voucher?
The easiest way to print your voucher is through our website, just click on Voucher Lookup in ‘Manage Booking’ section, enter your e-mail and voucher number and click print. Your voucher will also be in your e-mail inbox as we sent it to you at time of booking.
What happens if I don’t print off the voucher?
You need to present a printed form of your voucher at the rental desk. If no voucher is presented you could be charged at a higher rate for your rental.
Where can I find the rental voucher?
When the booking is confirmed you will be sent an email and a link is provided for you to click on and see / print your rental voucher.
What is the Rental voucher?
The Rental Voucher is a summary of all details relating to this booking and must be presented at the local rental desk.
What is a placement Fee?
The placement fee is the first part of the rental price, payable at the time of the booking to CarTrawler that facilitates making of the booking with the car rental agent. This fee is payable to secure your booking with the car rental provider and is a part of the total price of your rental.
Where can I find the information about the payment details?
Throughout the booking process on Step 3 you will see “Summary of Charges” showing how much is the total price of the rental and how much is payable at the time of booking. Also a confirmation email with payment confirmation is sent specifying how much is paid.
Where do I pick up my vehicle?
The address of your car rental agent will be clearly stated on your voucher. If you are collecting the vehicle at an Airport location it will clearly show whether the rental provider is in the terminal or not. Some Rental providers offer a meet and greet service and this information will be clearly stated on your rental voucher. If you are having trouble finding the rental agent location then you can call our 24 hour call centre at the number provided on your rental voucher.
If I arrived late at the rental desk, would the car rental agent keep the car for me?
There is no guarantee as the vehicle is reserved for the pickup time you provided when making the booking.
What are the opening hours of the car rental agency?
The opening hours of the car rental agency can be found on the car rental agency website.
What is the name of the car rental agent that will provide me with the vehicle?
This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.
What if my flight is delayed or cancelled?
If your flight is cancelled or delayed, please call our 24 hour call centre to let us know. One of our Travel Advisers will be able to assist. The number to call will always be displayed on your rental voucher. Please note that we cannot offer refunds due to delayed or cancelled flights.
How can I add an Additional Driver?
This is quite easily done at time of vehicle collection. Just tell the agent you wish to add this to your booking. The cost of this is payable locally in the local currency. You can also request an additional driver on Step 3 of the booking process.
I have requested a child seat, is this guaranteed?
Child seats are mandatory in most countries therefore by requesting them in advance on step 3 of the booking process they will most likely be available. It is important however to request these at time of booking to secure the child seat. Please note that the cost of the child seat is not included in the price and is payable at the rental desk in the local currency.
I need to add additional extras to my booking
The quickest and easiest way to request optional extras is to pre-book them in advance on step 3 of the booking process. They can also be purchased on arrival when you collect your car. Optional extras are not included in the price and are payable at the rental desk in the local currency. The cost of additional extras can be found on your terms and conditions under ‘special equipment’.
4. After your car rental ends
When will I receive my refund?
If you have recently submitted a claim for a refund, please bear with us. Our customer care department will be processing your request as quickly as possible however this can take up to 20 working days. We will be in touch shortly. While you are waiting for a reply from us there is no need to re-send your email. We will be updating you throughout our investigation and you can view the status of your ticket by clicking on the link provided in your emails.
What do I do if I do not receive my rental vehicle?
In the unlikely event that the rental agent didn’t have a car available for you at the desk, please contact us by logging a ticket through the contact us section of this website. Please attach any supporting documents (rental agreement, final invoice) and we will look into what had happened.
If I have been overcharged who can I contact?
Please review the details on your rental voucher and check if you accepted any optional extras at the rental desk (typically, G.P.S., child seat, additional Insurance etc.), or added another driver to the booking. These type of charges are payable at the rental desk and would be additional to the rental price on your Voucher. However, If you feel you have been overcharged please contact by logging a ticket through the contact us section of this website with a description of your query and all your supporting documents (rental agreement, final invoice).
In the event that there is damage to the vehicle during my rental, what steps do I need to take. Who do I contact?
If there have been damage to the rental vehicle, please contact you rental agent directly. Getrentalcar.com does not deal with these queries as these need to be reviewed with by the rental agent.
What steps do I take if I receive the wrong car category at the rental desk?
Please bear in mind we can’t guarantee a make or model of your rental vehicle. This means the car you receive may vary from the example car shown on our website during making of the booking. However, if you feel that the car you were offered is of lower category than the car you booked, contact our 24 hour call centre while you are at the rental desk and they may be able to help you while you are there. Alternatively please contact our by logging a ticket through the contact us section when your rental has been complete. Please include all your paperwork (rental agreement, final invoice).
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