FAQs

ABOUT THE RESERVATION

1. Can I check rates without making a reservation?

You may request a quotation without making a reservation. Complete the place, date and time of delivery, same for return and select a vehicle . If you wish to make a reservation at this time and with these details simply continue by filling the  reservation form.

Your rental quote takes into account all mandatory charges corresponding to your reservation criteria. This quote generally includes the following items : 

- Value Added Tax or any other local tax 
- Unlimited Mileage from 3 days rental. For 1 and 2 days only 350 kms per day. 
- Premium station surcharge 
- Road tax and Licence fee surcharge 
- Third party liability insurance 
- Collision Damage Waiver (“CDW”) 
- Theft Waiver (“THW”)  

2. Are there any compulsory additional taxes or surcharges?

Your rental quote takes into account all charges corresponding to your reservation criteria. The rates are guaranteed for the rental associated to the confirmed booking Only specific compulsory charges such as Airport, Railway, Ecological surcharges (when excluded from the product) and country governmental taxes may vary until the renting period

3. Can I book additional extras or equipment?

Yes, you can book additional extras online. This may include in certain countries additional driver / young driver surcharge and in all countries, it includes any special equipment, such as child seats or ski rack. These items can be requested at time of reservation. They involve extra cost and are subject to availability. 

4. How will I know that my reservation is confirmed?

At the end of the reservation process you will receive a " Reservation  Request Confirmation". You will also receive a confirmation e-mail containing the reservation number and the details of your reservation. You should print these and keep them for your records. 

5. Is it possible to Modify/Cancel my reservation after it is confirmed?

Yes, it is possible to modify or cancel your reservation after it is confirmed, provided it is done up to 2 hours prior to rental time. You simply need to send us an email or call us. In some countries (not in Spain at the moment) failing to cancel your reservation and to collect the vehicle before the station's closing time will incur a no show fee of €30 (plus applicable tax), or equivalent in the currency of the rental country. 

You will receive a confirmation of amendment or cancellation by e-mail. You should print this and keep it for your records. 

Time of delivery 

At airport and railway rental stations, the reservation is guaranteed for one (1) hour after the actual flight/train arrival time if the reservation has been quoted with a flight or train number. 

6. Can I have the confirmation of the vehicle I want?

The confirmation is about the category only. We only guarantee the category reserved and not the model. 

7. Can I rent a truck/van?

Trucks/vans are available in selected countries at selected locations. Please check with your Reservation Service Centre. 

8. To drive a truck, do I need a special driving licence?

Most of our trucks can be driven with a standard licence to drive a car. Our staff is at your disposal to give you all details concerning our different truck models. 

9. Can I choose the car/ truck model?

The vehicles may be booked by category only. Unless availability of a specific model has been formally confirmed, we only guarantee the category reserved. Not all car groups and models may be available at all locations 

ABOUT OF THE INSURANCE

1. Is insurance included in the rate quoted?

When you rent a vehicle, Third Party Liability cover for Bodily Injury and Property Damage will always be provided, in accordance with the legal requirements of the country of rental. 

This cover is automatically included in the rental at no extra cost. The level of coverage provided depends on local legislation and markets. Please check at car pick- up time. Additional covers not included in the rate may always be purchased at time of rental subject to payment of an additional daily charge.   

2. What does LDW or Loss Damage Waiver mean?

Loss and Damage Waiver is an optional cover (although it may be included automatically in certain rates), available in selected countries, which relieves the customer of any responsibility for loss of or damage to the rental vehicle, provided the vehicle is used in accordance with the terms of the rental agreement. 

3. What are the different types of additional covers available ?

Damage to or loss of the rental vehicle:

 

  • CDW (Collision Damage Waiver) concerns damage to the rental vehicle 
  • THW (Theft Waiver) concerns Theft or Loss of the rental vehicle
  • LDW (Loss and Damage Waiver) is a combination of Damage and Theft cover
(not valid in Spain)

    Unless the rental company is able to recover the cost of its damages from an identified liable Third Party, the renter/driver is liable for all damages to or loss of the vehicle occurring during the course of the rental. This liability can generally be waived against payment of a fixed charge per rental day. It should, however, be noted that for those renters who have purchased such protection, a residual non-waivable amount (or "excess") will be applied in the event of damage to or loss of the vehicle. Some countries may give renters possibility of eliminating such a residual amount against payment of an additional fee. Please check at the rental counter.
Injury to, or death of, the Driver and/or Occupants: 
  • PAI (Personal Accident Insurance)  
    This optional cover is available in most of the network and is particularly recommended for the driver, who would not be covered by the rental vehicle's Third Party Liability policy for Death or Permanent Disability occurring as a result of an accident s(he) causes herself/himself. 
Loss or Theft of, or damage to, your belongings:

In certain countries, the level of Personal Accident cover may be increased by subscribing to an additional policy ("SUPER PAI") and this cover may also be linked to cover for loss or damage to your baggage and/or personal effects ("PEC"). Our counter staff will be happy to provide you with any explanations you may require regarding the availability, cost and benefit levels of these covers. 
 
Young Driver Surcharge:  
 
In certain countries drivers under 25 years old must buy a specific product to extend their cover. Our counter staff will be happy to provide you with any explanations you may require regarding the availability, cost and benefit levels of such covers.
 
Additional Drivers: 
 
All potential drivers are to be mentioned on the rental agreement in order to benefit from insurance and protections. Do not hesitate to ask for more details from our staff.  

 

4. I would like to have details of excesses, their amount and how I will be charged in the event of damage?

Excesses will vary, depending on the vehicle category. Our staff, either in the Reservations Department or at the counter, will be happy to inform you about the excess corresponding to the vehicle category you wish to rent.


 

  • If new damage is noted when the vehicle is returned, you will be charged the corresponding amount and should the final repair cost (including any applicable administration or immobilisation charges) be lower than the excess charged, the difference will be reimbursed.
  • If the rental company is able to recover the costs of its damage from a liable Third Party, you will be reimbursed in full. 

 

5. Can the excess be reduced to 0 euros?

Some countries (like Spain) do enable renters to further reduce the excess, against payment of an additional fee. When booking, our staff will be happy to tell you whether this option is available, what will then be the remaining excess (if any) and the cost of purchasing such additional protection. 

6. Can I take out additional covers or protections?

Additional and extended covers may be purchased at the counter at start of rental. 

7. May I use my credit card coverage?

Some credit cards may entitle their holders to a degree of cover for damage to, or loss of, the rental vehicle. We are happy to recognise such cards and for the card-holder, in such a case, not to avail himself of the protections set out above and to stand liable for any damage to, or loss of, our vehicle.

Please, however, be aware of the following:

 

  • If you elect to be covered by your card and decline the rental company protections, you are also declining the rental company recovery service from liable third parties.
  • The extent of coverage provided by credit cards varies and is usually subject to certain restrictions, in particular concerning the maximum length of rental and the type of vehicle which can be covered. 
  • We strongly advise you to contact your Credit Card organisation before rental and provide details/proof of your coverage when arriving at the rental location.

 

ABOUT OF DELIVERY

1. Do I need to check the condition of the vehicle prior leaving the location ?

Yes, you have to check that the vehicle condition report reflects the actual vehicle condition. If an apparent defect is not listed, please proceed to a joint examination of the vehicle with the rental company employee, in order to update the rental agreement. 

2. Will there be a deposit taken with my credit card when I pick up the car ?

We need to estimate the car rental charges and obtain an authorisation number from your bank. The estimate is based upon: 

  • Expected length of rental 
  • Applicable rate including tax
  • Incidental charges such as gasoline, etc.  

 This amount is not debited. It is held on cardholder’s bank account until the final rental charge amount is debited .

3. What documents do I need to present at the counter when I pick up my car?

You will need to present to our customer representative:

 

  1. your normal driving licence, issued by your country of residence and held for a minimum period according to local legislation or conditions. It will be requested at every rental. In addition to your normal Driving Licence, your International Driving Licence is also mandatory if your driving licence is written in a language different to the one of the renting country and/or in characters that can not be read in the renting country. Note that your International Driving Licence is valid only if accompanied by your normal Driving Licence. Driving Licences must be valid in the country of rental. 
  2. your identification document such as your passport (or your national identity card) may also be required for some destinations and / or a utility bill issued less than 3 months ago and showing the same address as on the utility bill.  
  3. your valid credit card with an expiry date after the due check-in date. If you use a prepaid voucher as means of payment (with a specified value or the mention 'Group & Days apply'), you must also present a credit card for those charges which have not been prepaid (such as extras, refuelling charge, excess due in the event of damage to or loss of the rented vehicle). Please check the list of accepted credit cards in the country rental conditions. 
NOTE: Points 1) and 2) are applicable to all additional drivers, if any. 

 

4. My driving licence has been stolen; can I present a theft declaration instead ?

No, your original driving license is mandatory. 

5. Is there a minimum / maximum age for renting a vehicle with Europcar?

In most countries, you must be aged 21 or over to rent a car and in any case have held a driving licence for at least one year. However, the age requirements may vary according to the country and to the vehicle category considered. A Young Driver Surcharge may be applicable in some instances.  

6. Can I book a vehicle and pay for it even if I won’t be the person who picks it up and drives it?

No, the Credit Card holder who pre-paid the booking has to be the main driver (renter) as this will be mentioned on the rental agreement. 

7. What do I need to provide for renting a luxury or special vehicle?

For luxury and special models two credit cards (including at least one major credit card: Visa, MasterCard, American Express, Diners Club) are required and an authorisation will be requested on each. 

8. Can the station agent explain the vehicle's controls to me?

When picking up your rented vehicle, feel free to ask the station agent to explain to you its main controls. 

ABOUT THE RENT

1. What happens if the car breaks down or if I have an accident?

Most locations provide clients with complete 24-hour emergency road side assistance. The numbers to be called are printed on the rental agreement and on the rental agreement wallet. In many countries, the number is also on the windscreen of the rental vehicle. In the event of a breakdown or an accident, you will receive prompt assistance. You must always remember to complete an accident report form, if an accident happens, giving a full account of the circumstances in which the accident happened. In the event of an accident, always make out a jointly agreed report with the other person involved (you'll find one in the folder containing the vehicle's documents). If you don't, you could be held liable for the cost of repairing the damage done to the rental vehicle. Please read carefully the rental terms and any instructions provided at time of pick-up.  

2. Can I drive into another country?

The rental company may permit you to cross the border with the vehicle. This varies according to country of rental, car categories and the countries you wish to visit. Please check with our reservation center. Any sea crossing is not allowed.

3. What if I have a problem with the car?

In most countries, you are provided with an  Emergency Roadside Assistance 24 hours a day, 365 days a year. Details will be supplied at time of pick-up. 

4. What do I need to do in the event of loss of keys?

In the event of loss of vehicle keys, you will need to contact the check-out location . According to the country and where you are, it could take between 24 and 48 hours for you to receive the new keys. Additional service charges will apply, as the loss of keys is not covered by our insurance and protections.

5. What do I need to do in the event of Loss or theft of the vehicle?

The first thing will be to call the local police authority and next, to call the rental station. The vehicle key & the loss or theft declaration to the police will have to be provided to the nearest rental company location.  For detailed information & country specifics, please consult the reservation center. Your financial responsibility will depend upon the protection you subscribed to at time of rental

6. What could modify the total cost of my rental compared to the initial estimate ?

Certain modifications to your Rental Agreement may entail additional charges. For instance: - A Refuelling Service Charge may apply if you do not return the tank with the same level of fuel as when picked up - In the event of damages or theft - In the event of extension of the rental duration - If you return the vehicle to a location other than the one originally stated on the Rental Agreement (except in Spain) - Additional kilometre / mileage charges may apply if your rate does not include unlimited mileage - After hour charges may apply if you return the vehicle outside opening hours - Equipment missing For any modification to your rental agreement, please contact the station from which you rented the vehicle" 

7. Aside from the basic rental price, are there any additional charges?

Additional charges to your basic rental rate may include: Additional Driver charge: when there is more than one driver associated with a rental, the second, or subsequent, driver is referred to as the additional driver. There may be a charge applied for each, or all, additional drivers. ? Young driver surcharge.  

Premium Location / Airport / Railway Service Charge: an additional charge which applies at certain central-city, airport or railway locations Any additional equipment.

After hour service: If you pick up or return the car outside the normal opening hours, some countries can bill ""after hours service"". Please check at reservation time. ? Full tank option: in some countries, you have the choice of pre-paying your refuelling service.  Damages & Theft: up to the limit of the waiver excess if this protection has been subscribed to, otherwise up to the limit of the vehicle’s value.  

8. Do I need to check the condition of the vehicle prior leaving the keys at the counter?

Yes, and if you found a new apparent defect (not listed on the vehicle statement remitted at time of pick up) you have to inform the rental company employee for a joint examination. Even if no accident occurred the vehicle may have been damaged during the rental and this has to be indicated to the rental company employee at the return. If an accident occurred during the rental you must declare it and give the documentation."

9. Can I extend the rental duration?

Extending the rental duration is possible at time of check-out or during the rental itself According to the country of rental, you have to contact or come in person to the nearest rental location .The extension is subject to vehicle availability and extra payment. The additional charges will be payable in the local currency of the renting country. A complementary authorisation may be requested on your credit card. CAUTION : Do remember that you are only covered for the period mentioned on your printed rental agreement. 

10. Fines: Parking Tickets, Traffic Violations

Parking tickets and any traffic violations are the responsibility of the renter who must pay them before returning the vehicle. Congestion charges or fines received by the rental company after the rental will be charged directly to the renter, including a surcharge for late payment, if any. A local administration fee applies: this will be charged in addition to the fines.

11. Do I need to return the car with a full tank?

Most of the time, vehicles are supplied with a full tank of fuel. Unless you purchase a full-tank option when you check-out you should return the vehicle with a full-tank. Otherwise, the rental company will charge for missing fuel at the end of the rental. Rates do not include fuel. 

In some locations the rental company offers three options: 

 

  1. Return the car with the same level of fuel as when picked-up. No refuelling cost applies. 
  2. Return the car with less fuel than when picked-up and pay a refuelling service charge - higher rate than in service stations.
  3. Purchase the refuelling service -option available at certain locations- for purchasing fuel at a competitive price. There is no credit given for fuel remaining in the tank at return time. This option must be selected at the time of the rental."  

 

12. Lost items

If you need to contact the rental company regarding any lost items, please call the location where you returned the vehicle. However, please note that the rental company can accept no liability for items left in the vehicle at the end of the rental. 

13. What methods of payment are accepted?

Credit Cards: Europcar accepts major credit cards: American Express, Diners Club, Mastercard, Visa. As certain credit card companies may not be represented in all countries, it is advisable to verify in advance the acceptance of a given card in a small or remote country and in our Country Rental Conditions. Credit cards are accepted to the limits authorised by the credit card company. 

Debit cards are NOT accepted at time of reservation or rental. Full Credit vouchers are accepted throughout the network; on their own, they permit the rental of most vehicle categories. Prepaid vouchers (with a specified value or the mention Group Days Apply) are accepted as means of payment of the rental charges, but they must be accompanied by a credit card for the charges which have not been prepaid (extras, refuelling charge, excess due in case of damage to or loss of the rented vehicle). 

14. Can payment be made at a given station and the car rented at another one?

No. The renter must be qualified at the pick-up location with his own form of payment, valid driving licence, and meet the minimum age requirements. The invoice is issued by the country / entity of the pick-up location. 

15. Can I return a vehicle to another station or to another country than the one where I rented it? How much does it cost?

If you want to return the vehicle to different station from the station where you start your rental, just contact the rental location of departure or our reservation center to know if it is possible and the corresponding price including the one way charge, if any. Domestic one ways are generally possible inside the same country between all stations, except between mainland and islands and vice-versa.  

16. What happens if the one-way isn't authorised but I do not return the vehicle to the departure station?

If you return the vehicle to a different station when you have booked on a rate which does not allow the one way, you will be then charged a higher rate. 

17. Can I return the vehicle outside the location opening hours?

Yes, you may return your vehicle when the location is closed, but please check return facilities when picking up the car. That is to say, please ask if a key return box is available at the check-in station. 

CAUTION: The vehicle will remain your responsibility until it has been checked by the rental company representative.  

18. What happens if I return the car late?

In most cases,  rates are daily rates where a day is considered as 24 hours, counted from the time the rental starts. If you return the car late, your rate will be recalculated, adding an extra day for each additional 24 hours you have kept the car. So if you planned to keep the car for 5 days, then keep it for 7, you will be charged the price for a 7 day rental when you return the vehicle. Each 24 hour period started counts as a whole rental day. In fact the rental company offers you 30 minutes grace period after the 24 hours are up, just to give you a bit more time. So a rental of 24 hours and 30 minutes still counts as a one day rental. IMPORTANT: Remember that your insurances only cover you for the period mentioned on the Rental Agreement you made when you picked up the car. So if you decide to return the car later than first planned, please drop into the rental station (or call) to amend the Rental Agreement.