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FAQs

Explore our answers to the most common questions about car rental. Find useful information about general rental aspects, billing, and damage and accident management. If you have any other questions, don't hesitate to contact us! Here you will find everything you need to know to enjoy a hassle-free car rental experience with Vanrell.

General Questions

  • To rent a car with us, you must be at least 21 years old, have a valid driver's license, and a credit card for the security deposit.

  • Yes, we accept drivers under 25 years old with an additional charge for being considered young drivers.

  • The return policy requires you to return the vehicle in the same condition and within the agreed-upon time frame. We offer a 30-minute grace period for late returns without additional charge.

  • Yes, you can add an additional driver to your reservation for an extra charge. The additional driver must meet the same requirements as the primary driver.

  • In case your flight is delayed and the pick-up time falls outside of our standard hours, the following additional charges will apply:
    ▸Early delivery (06:00 - 07:59h): 30 €
    ▸Night delivery (22:00 - 23:30h): 30 €
    ▸Early morning delivery (23:31 - 05:59h): 50 €
    We recommend contacting our team as soon as you have information about the delay to coordinate the pick-up and minimize any inconvenience.

  • The vehicle is only permitted to be transported to Menorca, and this must always be done with prior authorization. If the proper authorization is not obtained, a penalty of 1,800 € will apply for taking the car off the island without permission. We recommend contacting us before planning any trips to ensure compliance with our policies and avoid additional charges.

  • Yes, pets are allowed as long as they travel inside a suitable carrier. This ensures safety during the journey and prevents potential damage to the vehicle. If the pet travels loose and the car requires additional cleaning, a charge of 150 € will apply for this service. We recommend following this rule to enjoy a smooth experience.

  • Our policy strictly prohibits smoking in our rental vehicles to ensure a clean and healthy environment for all our customers.

  • In case of a roadside emergency, contact our roadside assistance team at the number provided in your rental contract. We are here to assist you 24/7.

  • Yes, we offer a variety of additional accessories, such as baby seats, which you can request when making your booking. Regarding the navigation system, we do not provide external GPS units, as most of our vehicles are equipped with integrated navigation systems. Please note that in order for the system to work, you will need to connect your mobile phone to the vehicle using the available options (such as Bluetooth or USB cable). Feel free to contact us about the availability of accessories when making your booking.

Billing

  • The timing of the charge depends on the type of insurance selected when making the booking:
    ▸Confort+ Insurance: Payment can be made at the time of vehicle pick-up.
    ▸Other types of insurance: Payment must be made at the time of booking.
    If you have any questions about payment options or available insurance, our team will be happy to assist you.

  • Yes, we accept debit cards as a form of payment. A valid debit card in the name of the primary driver will be required at the time of vehicle pickup.

  • The rental price includes all taxes and fees, so there are no additional charges of this type. However, it is important to note that extra charges may apply in specific situations, such as:
    ▸Traffic fines or other legal violations during the rental period.
    ▸Special cleaning of the vehicle if it is not returned in proper condition.
    ▸Penalties for violating specific policies, such as unauthorized leaving of the island or improper transport of pets.
    We recommend carefully reading the terms and conditions to avoid any unexpected costs. Our team is available to clarify any questions.

  • A security deposit will be required at the time of vehicle pickup, which will be blocked on your credit card and unblocked upon the end of the rental, provided the vehicle is returned in the same condition.

  • The possibility of making modifications to the reservation depends on the type of insurance purchased:
    ▸Basic Insurance: No changes or cancellations are allowed once the reservation is made.
    ▸Other insurances (e.g., Confort+): Modifications are possible, as long as they are communicated in advance and are subject to availability.
    We recommend reviewing the specific terms of your insurance when making the reservation to understand the available modification or cancellation options in detail.

  • No refunds will be given for early returns. However, it is always advisable to inform us of any changes in your rental plans.

  • Yes, additional charges may apply for returning the car outside of office hours. Please refer to our return policies for details.

  • Our cancellation policy varies depending on the type of reservation and the notice period. Please refer to the terms and conditions of your reservation for more information.

  • Yes, an additional charge may apply for an additional driver. This additional charge will be detailed in the rental contract and may vary depending on the location. It is important to inform us of any additional drivers at the time of booking to avoid additional surprises when picking up the vehicle.

  • Yes, we offer additional insurance options that can be purchased at the time of vehicle pickup to provide greater coverage and peace of mind during your trip.

Damage & Accident Management

  • In case of an accident, the first step is to ensure the safety of all involved parties. Then, contact our roadside assistance team and follow their instructions. Additionally, be sure to gather all relevant information, such as third-party details and photographic evidence of the accident.

  • If the car sustains any damage during the rental, you must inform us immediately and follow our instructions to document and report the incident. Depending on the severity of the damage, we may need to conduct an assessment and repairs.

  • The coverage for Collision Damage Waiver (CDW) and theft varies depending on the type of insurance purchased:
    ▸Basic Insurance: Generally includes limited coverage, with a deductible payable by the customer in case of damage or theft.
    ▸Comprehensive Insurance (Confort+ or similar): Offers more extensive coverage, which may include full protection against damage and theft, but if the damage is caused by the driver's negligence, a minimum deductible will apply, and the total repair costs may even be charged.
    It is important to carefully read the terms of the contracted insurance to understand the coverage and potential charges in case of incidents.

  • The customer is responsible for any damage to the rented vehicle during the rental period, up to the limit of the deductible specified in the rental contract.

  • The availability of roadside assistance depends on the type of insurance purchased:
    ▸Confort+ Insurance: Includes 24/7 roadside assistance in case of breakdown or accident.
    ▸Other insurances: Do not include roadside assistance, so if needed, it must be arranged independently.
    We recommend selecting the appropriate insurance based on your needs and checking the specific terms for details about the coverage.

  • Yes, we offer additional insurance options that can help reduce the deductible in case of damage to the rented vehicle. Please contact us for more details on our insurance options.

  • Although we do not provide a specific form, we ask that you inform us of any pre-existing damage at the time of vehicle pickup. You can do so through the following methods:
    ▸Email: vanrell@rentacarvanrell.com
    ▸WhatsApp: 680 30 30 20
    It is important to report any damage before starting your rental to avoid misunderstandings when returning the vehicle.

  • In case of theft of the vehicle during the rental period, you must inform us immediately and file a report with local authorities. We will take care of the reporting and follow-up process for the theft.

  • Yes, you can request a detailed report of any accidents or vehicle damage upon return. Our staff will inspect the vehicle with you and document any damage before completing the return.

  • We handle all damage related to our customers' vehicles directly. However, if a third party suffers damage with one of our vehicles, and the vehicle itself shows no damage, the claim process must be managed directly by the external party involved. In such situations, we are not responsible for third-party claims; it is the third party's responsibility to file a claim with their insurer.