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FAQ

I filled the vehicle with the wrong fuel. What should I do?

If the wrong fuel was used and you realize it please stop the vehicle immediately and call the road assistance service (tel.: +351 214 405 046).

The incorrect refuel will bring additional charges:
- 123€ concerning the fuel tank cleaning
- Refuel value of full tank supply (value will depend of fuel type and vehicle used)

Please consider that if the vehicle is not stopped in time that may cause mechanical problems and add further additional costs.

The due date for returning the car is expired in the contract, may I have problems with the authorities if it is not duly updated?

Yes, the rental agreement in the vehicle must always have valid dates. Once the due date for returning is expired, the contract ceases to be considered valid by the authorities. In case you’ve the contract expired, please visit any of our rental offices, to update it. 

I am looking at the price of a car in an external Guerin website (or broker), however I would rather deal directly with XTRACARS, can I make a reservation with you?

For that effect you have to contact the tour operator directly. 
When the extension  is made locally in our offices, our public available rate will be applied. 
In this case, please consider that there may be price differences due to specific rates negotiated by tour operators as per high volume of reservations.

 I have a contract with your company can I extend the rental agreement over the phone?

Extensions can only be made directly at our rental offices. Legally the rental agreement date is only valid when signed by both parties. For greater convenience, the document update may be made in any of our rental offices throughout the country.

Please consider that our rental agreements offer a 59 minutes grace period. After this period, additional value will be charged with 24h slots, according to our National Public rate available, that usually is higher than the originally rate.

Where can I make a reservation?

You can make reservations via website or call to the reservation centre.
You can contact us by phone: 210 100 200 or email: centralreservas@guerin.com.pt

 Where can I rent commercial vehicles?

You can rent in any station except at Lisbon Airport and Alvares Cabral because of the height of the garage.

Do I have any advantages by renting online directly with XTRACARS?

Yes, because the reservations made directly in our web page offer seasonal special rates and promotions exclusive to bookings made via this platform.

What are promotional codes and how can I use them?

A promotional code is a seven-letter code referring to a special offer. When you enter this code at the end of the booking process you will have access to promotion to which it relates.

How can I register on the website of XTRACARS? And how do I change my password?

You can make your registration and change of password in our website, in the Login area.

How will I know that my reservation is confirmed?

You should receive a confirmation email at the email address provided at the time of the booking. If you do not receive it, please contact our reservations Center (tel.: +351 210 100 210) or by e-mail to centralreservas@xtracars.pt

How does XTRACARS protect my personal and credit card information online?

To find out information regarding our privacy policy please visit our website at https://xtracars.searadev.com/en/privacy-policy-and-data-protection/

I booked online with a tour operator, can I cancel the reservation directly with XTRACARS?

Reservations can only be cancelled by the entity that receives its payment. Please take note that special cancellation policies can be applied and differ from a tour operator to another.

 I am looking at the price of a car in an external XTRACARS website (or broker), however I would rather deal directly with XTRACARS, can I make a reservation with you?

Yes, nevertheless the rate applied will not be the same as the one advertised on other websites. When booking directly with us our public rate will be considered.

I need to refuel my vehicle, what fuel should I use?

You should check this information on the fuel tank cap. If the information, by any chance, is not available you should contact us so we can confirm you the information in our system. Please take into consideration the type of fuel used.

The incorrect refuel will bring additional charges:
-123€ concerning the fuel tank cleaning
- Refuel value of full tank supply (value will depend of fuel type and vehicle used)

Will it be necessary to wash and refuel the vehicle before return?

Yes, the vehicle must be returned in the same conditions as it was given to you. All the necessary information is inside the vehicle condition document, that is delivered to you at the beginning of the rental. Failure to comply with these conditions are subject to additional costs, charged on return location.

All our vehicles are delivered with a full deposit and must be returned under the same conditions. If this is not the case we must refill the tank, charging the fuel value (which is usually higher than the price of traditional gas stations) and the respective refuelling fee.

As for vehicle cleaning you may find additional charges according the following criteria:

1 - 31€ - Vehicles with unusual dirt, such as: food, trash, bottles, diapers, dog air and sand in just one seat.

2 - 62 € - Same items referred to in point 1 + unusual dirt on the outside of the vehicle (such as mud).

3 - 92 € - Stains on the seats, dog hair and sand in more than a seat or in the trunk.

How long it takes to have the third-party accident closed?

Usually, in files with an "Accident Mutual Statement” duly completed and signed by the parties involved, the process can be settled in about 30 working days. However, whenever insurance companies have any doubts the claim settlement can go beyond the usual period.

At the end of my rental your colleagues cancelled the excess deposit on my credit card and even gave me the cancellation slip but my Bank still hasn't unlocked the amount. The information they give me is that no cancelation request was received.

According to the information that we have from RedUnicre (the company that manages credit card transactions in Portugal) cancellations made in an ATM machine are sent in real time to the bank. The proof of this is that the bank accepts the cancellation request and sends the cancellation slip as proof of the transaction.

International best practices say that, according to the Visa, Mastercard, Amex and Diners rules, the bank who manages the card has between 24h to 48h to reflect the cancellation request in the extract/card's account. Whenever there are exceptions to the deadlines mentioned, the card holder should contact the bank requesting the release, using cancellation slip as requested proof.

 I did not subscribe XTRACARS’s Toll Service, can I do it in the middle of the contract?

Yes, however the acquisition of the service has no retroactive effect. Having this, we will only make the payment management of tolls used after activation of the service in the contract. To activate this service in the middle of the contract please visit the rental station closer to your location so payment can be made using your credit card and also the update of the rental agreement. The passages made prior to activation of the service must be paid directly by the user.

I’ve subscribed Toll Management Service (Via Verde). Will I have access to all services provided such as park lot or fuel supply payments?

All XTRACARS’s vehicles are equipped with a toll device and only and exclusively for toll management service. If you would like to subscribe it, you should ask to activate at the beginning of the contract, having a cost of € 1.85 per day and up to a maximum of € 18.50 per rental.

I'm renting a car with XTRACARS how can I pay for tolls in Portugal?

All XTRACARS’s vehicles are equipped with a toll device and toll management service (Via Verde Toll Service) that can be subscribed at the beginning of the contract. The cost is € 1.85 per day and up to a maximum of € 18.50 per each rental agreement (30 days).  

If this service is not acquired, the "Via Verde" features cannot be used and payment of toll charges will be at your own responsibility.
In this situation, you should follow recommended procedures from "Via Verde”, that are:
- normal highways – take the ticket at the initial of the road and payment at the end presenting the same ticket.
- electronic tolls - at the post offices two working days after the passage and considering a maximum of 5 days to make the payment. If the values of tolls are not available for payment the post offices have a "declaration of presence" which should be requested in case of future necessity.

Payments can also be made on www.pagamentodeportagens.pt and www.ctt.pt/financas-e-pagamentos/portagens/portagens-em-divida (electronic tolls). In either case you must verify that all passages concern the correct dates of use and should values that do not concern your own contract should not be paid because we will not be able to make a refund of the amount paid.

I already have a booking confirmed with Guerin however I don't have a credit card, can I use the credit card of a family member?

You can only use a credit card that is not in your own name if the credit card holder is on location with you to pick up the vehicle and is considered as an additional driver in your contract. This service will have an additional cost that will depend of your contract and current rate, that you can consult in any of our locations.

I do not have a credit card, can I use a debit card for the deposit?

For deposit and excess purposes XTRACARS only accepts credit cards (with 1 month minimum expiration date) on the name of the main driver or additional driver.

Can I return the car in a different rental office from the pick up?

Yes, however you may be charged an additional fee of € 40 or €150(one way national) depending on the origin and destination offices. This will apply in situations where the return destination is in a different area or location of the country. We suggest you ask on pick up or when you make the reservation if this additional cost applies to your rental

How can I make a complaint?

You can send an email to our Customer Service Department (customerrelations@guerin.com.pt) will be happy to answer any questions concerning your rental.

How can I get a copy of my invoice?

You can request a copy of the invoice to the email customerrelations@guerin.com.pt indicating the number of booking, voucher or contract.

 I have a problem in GPS/Wi-fi/ babyseat, what do I do?

You should call the location you picked up the vehicle or the driver’s helpline to request assistance with the situation and schedule a possible exchange. In the case of Wi-fi equipment, information and exchanges are handled only by airports locations.

Can I return the vehicle out of hours?

Yes, however this service is only available in our airport offices (Lisbon, Oporto, Faro and Funchal). For that, please leave documentation in the glove compartment and the keys in the ‘key box’ available in our car park. In our city offices, this option is not available, so return must be made during our opening hours.

Can I pick up the vehicle outside rental office opening hours?

Yes, with prior confirmation required, an Out of Hours Service is available for airport offices pickups, with a cost of 44,60€. In our city offices, this option is not available, so you must pick up during our opening hours. 

What is the minimum age to rent a car in XTRACARS?

The minimum age for driving our vehicles is 21 years, except for groups G, H, L, N and O where minimum age of 25 years is required. All drivers, with a valid driver's license for more than 1 year, but under the age of 21 years, can drive a XTRACARS vehicle, upon payment of an additional charge. The "Young Driver Fee” only applies to groups MINI, C, P, E, E1, J and J1.

Is there a vehicles delivery/ collection service in places other than the XTRACARS locations?

Deliveries and pickup, inside or outside the city limits in cities where we are represented, can be arranged upon request at time of the booking but is always subject to prior confirmation. 

This service has a surcharge that changes according to the distance between the location and our nearest station as stated bellow:
- 0 – 15 kms – 24.60€
- 16 - 30 kms – 43.05€
- + 30 kms – 61.50€

This service has a grace period of 20 minutes, both at delivery and collection. After this grace period the car must be collected/ returned in one of our offices. In the case of collection after this grace period, an additional day at public rates will be charged. This service is not available on weekends.

Can I use the vehicle outside Portugal?

Vehicles can be driven in all of the European Community countries plus Switzerland but they always have to be returned in one of the offices in Portugal. Our vehicles are not allowed to move through Eastern European countries (except Slovenia and Slovakia Republic) and/or Africa, as well as other exceptions stated in the international motor insurance card of the vehicle.

For going abroad, there is a product with an additional cost of € 73.80 per rental (Cross Border Fee). Without this permission and without payment CBF, the driver will be penalized in € 3.00 per Km travelled in the rental period and will be responsible for all losses that might occur in the vehicle.

What are excess amounts for your vehicles?

The minimum excess values for our vehicles vary according to the reserved car group but values range from 1.181€ to 3.690€.

How do I know what vehicle group to choose?

You can check our fleet on our website at www.guerin.pt/en/fleet/

How does my credit card will be used for the rental?

Your credit card will be used at the time of the vehicle pick up an authorization will be requested for the excess and the fuel deposit, and also at the end in case of additional charges.

If I decide to change/ cancel my booking, how can I ask for the refund?

You should inform us by telephone number +351 210 100 200 or by e-mail to centralreservas@guerin.com.pt. For information about reimbursement policies you should check the terms and conditions on our website.

How can I find the nearest rental location of XTRACARS?

To get this information you can check our locations on our website, https://xtracars.searadev.com/en/xtracars-stations/

I had an accident with the rental car, what should I do?

You must complete the "Accident Mutual Statement” provided with the car documentation making sure everything is correct. It is important that all fields are properly filled out and declaration is signed by all parties involved in the accident, so we can claim to the insurance company.

Whenever there is disagreement between the parties, the proper authorities should be called to take occurrence of the accident. In both cases, the driver must give all relevant documentation in one of our rental offices. In addition, an e-mail address must be provided so that communication of the claim conclusion can be made more easily and faster.

The car I rented can be driven by anyone other than me?

Usually in all reservations, only the contract holder can drive the car. However, if you want to include another driver, you can request the inclusion of an additional driver at the beginning of the rental. It´s mandatory the presence of the driver at the location to present the required documents. This service has an additional cost of 5€ per day (maximum 50€ per rental agreement (30 days).

My license was stolen. Can I optionally present a theft declaration to be able to pick up the vehicle?

To be able to pick up the vehicle a DVLA (Driver and Vehicle Licensing Agency form attesting application for a new driving title must be presented. This is the only alternative document we can accept as valid.

In addition to the base price of the car rental are there are any other additional costs?

There may be if you decide to purchase any additional product that wasn’t originally in your reservation (additional excess reduction products, baby/child seat, GPS, etc.)

Can I return the car later, after the end date of the contract?

In case you need to return your vehicle outside the contract period, please be aware that the additional rental days (including daily rate for any additional products acquired at the beginning of the rental) will be charged at the end and at the prices of our public rate.

Please consider that our contracts offer a 59 minutes grace period. After this period, additional value will be charged with 24h slots, according our National Public rate available, that usually is higher than the originally rate.

My contract has several additional products when I do the extension that value only considers the daily price of the car?

A contract extension always assumes initial conditions in contract agreed.

If by any chance, you want to change any conditions, it will be necessary to make a new contract with the new terms. For that just visit any of our rental stations.

Can I chose a specific car brand or model in advance?

A. All our reservations are made for a car group which has several similar models.  Having so we will deliver the vehicle that is currently available on location at beginning of the contract. If you would like a specific model, we suggest that you inform your preference beforehand so that, in case of availability, we can have your request into consideration.

Is there mileage limitation in the contracts? 

Resposta standard (produto Guerin):
In contracts with less than 30 days, the mileage is unlimited 

Resposta caso o produto ser Drive4Less:
Mileage limits are variable depending on the rental area, namely:
- Lisbon and Porto: 60 km per day
- Algarve: 40 km per day please consider that after the daily limit of kilometres included, additional value by kilometre is 0, 45€.  

For rentals equal to or more than 30 days, will have a limit of 4.000km per rental. When exceeded this limit, the value for additional kilometres will be charged of € 0.06 per Km.

Can the minimum CDW value be reduced to 0 €?

Yes, the purchase of additional products such as SCDW (Super Collision Damage Waiver) along with ACDW (Additional Collision Damage Waiver) reduces that to zero. However, you will always have to leave a credit card deposit up to a maximum of € 300 (groups Mini, C and P) or € 600 (other groups), including the fuel tank this value.

The values of the SCDW are according to the car group reserved and varies between € 15.30 and 28.60 € per day, a maximum of 15 days per each rental agreement (30 days). 

The ACDW has a value of 2.5 € per day, a maximum of 15 days per each rental agreement (30 days).  

Please consider however, that the limitations of liability provided by these products will not cover situations of violation of the rules of the use of the vehicle, wilful misconduct, or reckless breach of the traffic laws or whenever the damage generating situations occur when the car is not being driven by our client or by an authorized driver.

What sort of payment methods are accepted by XTRACARS?

The payment methods accepted are: cash, debit card or credit card (with 1 month minimum expiration date). Personal check payments cannot be accepted. Please note that for the fuel deposit or excess amount is always required a credit card.

Is it necessary to check the vehicle condition before leaving the rental office?

In order to guarantee that all vehicle relevant information is in your contract, we strongly suggest you check the vehicle along with our staff member.

 Can payment/deposit be made in an office different from the one of pick up?

All payments or deposits can only be made at the rental pick up and by the reservation holder.

What identification documents should I bring when picking up my rental?

At the beginning of the rental you must present one personal ID card (national citizen card or passport), a valid driver's license and a credit card issued in your personal name (with 1 month minimum expiration date).

If I forget any of the identification documents can I still rent the vehicle?

One identification document, driver's license and personal credit card are mandatory requirements for the use of our vehicles.

Please note that not using a reservation due to non-compliance with the mandatory documentation procedure, could be subjected to various policies of cancellation and may be charged additional costs. We suggest you check carefully all cancellation and refund policies that apply to your reservation.

On the pickup I was informed that my reservation has limited mileage but didn't have that information before.     

Legally Guerin has to present the same contractual conditions as the ones acquired in your reservation. Our Drive4Less product conditions are duly agreed with all tour operators with whom we deal, including the mileage limitation that it entails. These rental conditions must be provided to you in the voucher provided by the tour operator and can be properly clarified by them.

Mileage limitation will depend on the rental agreement location as follows:
- Lisbon and Porto: 60km per day
- Algarve: 40km per day

Please consider that after daily mileage limitation, the additional value by kilometer is 0, 45€.

Is it necessary to have a professional driving’s licence to drive your commercial vehicles?

In order to be allowed you to drive any of our vehicles, we only require a regular driving’s licence.