CarRentals.deals Car Rental Support and Advice Centre.

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Useful Frequently Asked Questions.

Car hire terms and conditions can differ from country to country, car rental agent to car rental agent and vehicle to vehicle, always consult the specific rental conditions relating to your rental quotation. On the quotation page of our booking process you can find the rental conditions by clicking the Rate Details link located to the right of the car type. You can also find them on the third and final step of the booking process under the Rental Conditions link at the bottom of the confirmation page. Finally, your rental Terms and Conditions can also be found on the confirmation voucher you need to bring to the rental desk.
The details for the rental agent are available on your rental voucher. This will also include a phone number for the agent.
This can be found once the booking is confirmed and is provided in the confirmation email and on the voucher.
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.
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.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 Kilometre that you exceed.
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 Satellite Navigation (Garmin nuvi).Please check the rental conditions for complete details.
Most of our rates are fully inclusive, however some countries do not provide inclusive rates. All-inclusive offers do not apply to North American residents or domestic bookings made within North American Countries. Click ‘rate details’ on Step 2 of the booking process to see what your rate includes.

The prices quoted on the website are normally tax inclusive. However some optional extras that are listed on the voucher or in the rental conditions may not include tax (VAT). In this case it will be indicated. Please check the rental conditions online or on the rental voucher if you have already made your booking for what taxes are included.

An out of hours 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.

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 hours fee is included in the price that you were quoted.

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).

We accept Visa, Visa Delta, Visa Electron, Mastercard and Maestro/Laser for online payments
Please note at the time of pick up the local supplier will require a security deposit to be left for the vehicle.
This takes the form of an amount (minimum: Excess + Fuel + VAT) being blocked on the primary drivers credit card. You must bring a credit card at the rental desk; Cash deposits, Maestro, Switch and debit cards such as Visa Electron are never accepted. The cards accepted by the suppliers are listed in the rental conditions under “rate details” on the results page.

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.

We pre-authorise 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 Cartrawler book your vehicle, a new pre authorisation is made for that booking. The initial pre-authorisation will be immediately released back to your card automatically.

The placement fee is the first part of the rental price, payable at the time of the booking on this website, 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.

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.

If you feel that the vehicle is not up to the standard that you expect you need to raise this directly with the rental agent immediately.

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.

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 authorising 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.

When you make your initial booking request we never debit your account. We do, however, pre authorise 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.

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.

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.

There is no guarantee as the vehicle is reserved for the pick up time you provided when making the booking.

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.

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. CarRentals.deals and Cartrawler does not deal with these queries as these need to be reviewed with by the rental agent.

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).

Yes, of course.
Please have your booking ID and your email address ready. You will also be asked to provide a description and details of the changes you wish to make.
Please note, we cannot guarantee you will receive the same rate as your original booking. Rates change frequently and are set by the car rental agents.

Additional drivers can be added on arrival at the rental office; the additional driver fee is also payable at the counter. All additional drivers must be physically present at the rental counter at the time of rental with their own driver’s licence to sign the rental agreement.

Please visit Amend My Booking on our section MY BOOKING to change your pick-up or drop-off times and dates.
Please note we cannot guarantee you will receive the same rate as your original booking. Rates change frequently and are set by the car rental agents.

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.

This depends on how you book with us, please read our Cancellation Policy in full.

· Part-paid Rental (when the booking deposit has been paid online and the balance is due on arrival at the rental desk): 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.

· Prepaid Rental (when the entire rental amount has been prepaid):
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, we will retain 3 days rental and the card processing fee (where applicable).

· Post-paid Rental (when the entire rental amount is due on arrival at the rental desk):
There is no cancellation fee. In the event that you cancel or amend a credit/debit card booking CarTrawler will not be liable for any monetary losses suffered by you as a result of a change in monetary exchange rates between the time of your original booking and its subsequent cancellation or amendment (as applicable).

Please use the link provided in your confirmation email, or browse our Main Menu: My Booking –> Cancel My Booking.

Please do not cancel your booking with the car rental agent directly as additional fees may apply.

Your rental voucher is a document which will be emailed to you and must be printed and produced at the rental desk when you pick-up your vehicle. If you do not produce your voucher at the time of collection of the vehicle, the car rental supplier may apply a different rate than quoted or refuse to rent the vehicle.
We cannot accept any appeal for a refund if you do not produce your voucher at the rental desk.

To retrieval your voucher, please browse our Main Menu: My Booking Voucher, to view and print an online version. Remember to take this to the rental counter with your driving licence and the credit card.

If you do not produce your voucher at the time of collection of the vehicle, the car rental supplier may apply a different rate than quoted or refuse to rent the vehicle.
We cannot accept any appeal for a refund if you do not produce your voucher at the rental desk.

You will typically need to bring:

  • Your confirmation voucher.
  • Your driver licence. UK licence holders MUST bring the photo card and the paper counterpart of their licence. Your driver licence must be written in Roman alphabet.
  • A valid credit card in the driver’s name, with sufficient provisions for your deposit. 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. 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.
  • You may also be asked for additional identification papers such as a utility bill.
  • If you plan on adding additional drivers to your contract, all drivers must be present at the counter and present their driver licence.
    Please check your rental conditions for further details.

Cross border travel fees vary from country to country. Cross border or territorial restrictions mean that you may not be permitted to travel to another country from the country you rented the vehicle. Please read the Terms and Conditions of your rental to confirm which countries you will be allowed to travel to during your rental.
For further information, we would advise you to ring your rental agent. Cross border travel typically entails additional fees. Please call your rental agent to confirm the exact fee.

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.
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.

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.

Your fuel policy is set by the car rental agent. Fuel policies include “pick-up full, return full” or “pick-up full, return empty”. The fuel policy applying to your rental will be specified in your rental’s Terms and Conditions, which can be found throughout the booking process.
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.

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.

The fuel policy is set by the rental provider. It is clearly stated in terms and conditions of your rental voucher. CarRentals.deals and Cartrawler cannot change the fuel policy as it is set by the car rental agent and charged upon arrival at the rental desk.

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.
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 CarRentals.deals

Age restrictions are set by the car rental agent. Due to insurance restrictions, the car rental agent may have a minimum or maximum age of the driver they can rent to. You may find any age restriction applying to your rental in the Rental Terms and Conditions (or Rate Details). Some car rental agents also have a young or senior driver’s fee for specific age groups.
Most Car Rental agents will charge a young drivers 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 Ôrate 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.
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.

Once the vehicle is confirmed please check your booking voucher. The voucher has a section which shows the addition extras you have booked for example baby seats, booster seats or additional drivers. These extras are not included in the price quoted and must be paid for on arrival.

We unfortunately cannot confirm or guarantee you will receive the baby seat or booster you booked, or any other optional extras or special equipment. If you requested any of these optional extras during the booking process, they will appear on your confirmation voucher once your booking has been confirmed. These extras are not included in the price quoted and they must be paid for on arrival. We would advise you to ring the car rental agent ahead of your arrival to confirm they will be able to provide you with the optional extras you requested.

It is an insurance limiting your liability to the excess amount in case of damage. This insurance is included in most of our rates, however, please check it is so in your booking Terms & Conditions before you arrive at the rental desk. This insurance has exclusions such as damage to glass (e.g. windows, windscreen, etc.) tyres, undercarriage, roof and loss of keys; for instance if you damage the undercarriage of the vehicle, you will be liable for the full cost of repair.
We would advise you to select our Excess Insurance provided through our partner Mondial Insurance.

It is an insurance limiting your liability to the excess amount in case of theft of the vehicle. This insurance is included in most of our rates, however, please check it is so in your booking Terms & Conditions before you arrive at the rental desk.
SAFETY TIP: CarRentals.deals recommends that you remove the identifying tag that is usually on the key ring of the vehicle and store it safely elsewhere.
Please note if the vehicle is stolen and you cannot return the key i.e. you were negligent and left the key in a prominent and vulnerable location, you may be liable for the full cost of the vehicle.

It is an insurance limiting your liability for any damage caused to other people and/or other people’s property. It is usually limited to a maximum of €1,000,000. The insurance is limited and there may be excess which means that you may be liable for any amount over and above the value of the insurance.
Please read Car Rental terms and conditions for further information.

Most of our rates include Breakdown assistance; we would advise you to read your booking Terms & Conditions to check it is included in your rate. All car rental agents have national assistance should the renter require it.
Please ask at your local desk for the number and contact details at the time of rental.

You can purchase additional insurances to reduce the excess on the vehicle. This can be done online at the time of booking (service provided in association with Mondial Assistance) or at the car rental agent’s office on arrival. A pre-authorisation may be required, even if you have purchased additional insurances. This pre-authorisation is taken from your credit card.
Please see your Rental terms & conditions for further details.

All claims should be made directly with Mondial Insurance when you arrive home from your trip. You will receive all the information you need to make a claim shortly after purchasing your insurance.

The International Driving Licence (IDL) is recognised worldwide as a valuable document that identifies its holder as a licensed driver when your licence is not in the same language as the country in which you are driving. You must also produce a National Driver’s Licence with this licence; otherwise it will not be accepted.

If after performing a search you receive the notice “Sorry we couldn’t find any available vehicles for the chosen date / time?” it could be that you have triggered our anti-spam policy. We employ sophisticated anti-spam technology to protect our low pricing and ensure that we are able to offer you the most competitive rates on the market.

If you have performed multiple searches in a short space of time, this can trigger the anti-spam filter and will return no or limited availability for your search that you may have previously seen availability for. Please contact us with your requirements and we will advise of availability. You can use our instant Live Chat facility to arrange a call back, e-mail or call us and we will advise what vehicles and what rates are available.

Please note, in most cases, if you return to the site after 30 minutes and clear your browser cache you will normally receive results once more. If however you continue to search this may compound the issue and you may not receive results for a longer period of time. Please contact us with your requirements and we will e-mail quotes direct to you that will enable you to make a booking, or we can take your reservation over the phone.

We apologise if this causes any inconvenience, however this policy is in place to protect our car rental booking software and enables us to continue to provide the most competitive quotes on car hire.

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