FAQ and Help - CarDelMar Car Hire

How does the Reservation Process work?

You can make a reservation through our web site or our call centre. All payments must be made by credit card. At the end of the online reservation process a "Summary" or reservation confirmation will appear, giving your reservation number; please print out this page as a confirmation. Once a reservation has been made online or through our call centre, we will send you a voucher by Email (PDF), fax or post. This voucher must be presented to the local rental company to enable you to collect your car.

What does "Your session has expired" mean?

This is a safety measure from CarDelMar.  When a visitor remains inactive on the CarDelMar website for an extended period (60 minutes), we will automatically terminate the connection and ensure that all personal details that have been entered are safely deleted. The booking must then be started again from the beginning.

What is a rental agreement?

A rental contract is the official contract that is signed by the local rental company and the customer before collection of the vehicle. This agreement states all terms and conditions of the local rental company regarding the rental, description of the vehicle and the applicable tariff. A rental day always consists of 24 hours.

How do I know that my online reservation has been confirmed?

At the end of the online booking process a "Summary" or booking confirmation appears, giving the reservation number. Immediately after the booking has been made, you will receive a voucher and copy of the invoice by email (PDF).
Print out a copy of the invoice and voucher for your records.

What should I do if I forget my password?

Please contact our Call Centre at 0905/ 848 01 02 (0.25 GBP/min.) so that we can send you your login information automatically. This way, we can guarantee that only you will be able to access your account. Accordingly, CarDelMar has no access to your password.

What are the benefits of using a CarDelMar account?

Your CarDelMar ID-number offers the following advantages:
- Your pre-stored personal details make booking more convenient.
- Independent maintenance of your user profile
- Exclusive CarDelMar offers

How do I obtain a CarDelMar account?

Your CarDelMar account is creating during your first booking with CarDelMar or you can register directly on our home page www.cardelmar.com.

Are there any age restrictions on hiring a car from CarDelMar?

The age requirements depend on the country and type of car. In some cases, there could be a surcharge for certain groups (e.g. young drivers under the age of 21 or 25). Further information can be found in the general terms and condition of the local rental company.

How are my personal and credit card details protected?

CarDelMar's website is secured with a 128 bit code by Verisign. Sensitive data, such as your credit card and personal data, are coded and protected using the SSL system (Secure Socket Layer) before being transferred. Your data cannot, therefore, be intercepted by a third party.

How do I find the rental office in the country in question?

The address of the local rental agency, where you are to collect your vehicle, is given on the voucher that you receive after making the reservation.

Can the vehicle be driven by someone apart from the hirer?

Our insurance package is only valid for the hirer named in the rental agreement. An additional driver can be included in the rental agreement, but any charge for inclusion is at the discretion of the local rental company.

What do I do when I have a problem with the vehicle?

In a number of countries, the local rental companies have a roadside repair service. The local rental company will give you all the information you need on this when you collect the vehicle. If you have further questions, please contact the CarDelMar call centre on 0905/ 848 0102 (0.25 GBP/min.).

What documents do I need when collecting my rental car at the CarDelMar counter?

You must have a driving license in your name from your home country Type 3 and/or Type B (Euro-Standard). The licence must be valid in the country of rental. Licences that are not valid in the country of rental must be accompanied by an international licence. In most countries, it is mandatory for the driver to have held a valid driving licence for a least one year. Some countries require the driver to have held a driving licence for at least three years. In addition, the driver must present of a valid passport/identity card and a credit card in his or her name. A driving licence and identification must also be presented for any additional drivers.

Will a deposit be debited from my credit card when I collect my rental vehicle?

Yes, please enquire as to the amount of the deposit when collecting your rental vehicle. Depending on the country, the deposit will either be assigned to or debited from your credit card.

Should I check the condition of the rental car before leaving the rental station?

Yes, you should check that the condition of the rental vehicle is as stated on the contract. If there is obvious damage to the vehicle, which is not stated in the contract, you should inform an employee at the station and ask him to examine the vehicle. Any damaged identified can then be noted on the rental agreement. This will help to ensure that there are no problems when you return the vehicle.

Is there a limit on the mileage included in the price?

No, the quoted price includes unlimited mileage.

Can I use the rented vehicle to visit another country, apart from the one where it was rented?

Crossing borders may not be possible depending on the country of rental, vehicle group and the country you plan to visit with the rented vehicle. More information can be found in the terms and conditions of the local rental company. A one-way rental (where the place of collection and place of return are not the same) is not possible, (i.e. a vehicle cannot be collected in Spain and returned in France)

What happens if my rented vehicle breaks down or in involved is an accident?

Most local rental companies offer their customers a 24-hour emergency breakdown service. In the event of damage, it is imperative that the following procedure is observed:

What happens if I return the rented vehicle too late or too early?

Late return can affect the rental price. Please read the rental terms and conditions carefully when collecting the vehicle from the local rental company. Please note that the insurance cover is only valid for the time period stated in the rental agreement. No refund will be given if a rented vehicle is returned earlier than stated in the rental agreement.

Do I have to return the vehicle with a full tank?

Listed below are various options, depending on the local rental company:

Can I extend the agreed period of rental?

It is possible to extend the agreed rental period on collection of the vehicle or during the period of rental. This can be arranged be contacting the nearest rental office. Acceptance of the extension is dependent on the vehicle availability and will be charged at local rental rates. Any additional costs are to be paid in local currency. Further authorisation from your credit card company may be required. Remember! The insurance cover is only valid for the rental period stated in the rental agreement.

Can I return the vehicle to the rental station, outside normal office hours?

Yes, it is possible to return your vehicle when the local rental company office is closed. Ask exactly how this works locally when collecting your vehicle. The customer is, however, responsible for the rented vehicle until it has been checked by an employee of the local rental company.

Should I check the condition of the vehicle before returning it?

Yes, and in the event of any new damage (that was not listed in the report on collection), you should inform an employee of the local rental company and arrange a joint assessment of the damage.

Can I return the vehicle to another town or another country?

If you wish to return the rental vehicle to a rental office in another town, this can usually be arranged without difficulty, as long as the rental office is in the country of rental. When booking your vehicle, please read the terms and conditions, enquire about any additional costs and take note of the terms of the local rental company.

What kind of vehicles does CarDelMar offer?

CarDelMar offers a wide range of models and makes: from the small, economical models and sports cars to large family cars and minibuses. More information can be found at www.cardelmar.com

Am I able to choose the vehicle model I want?

Only the vehicle group can be booked in advance. The vehicles shown on our web site are typical examples of the size of vehicle offered in the different groups. The vehicle model cannot be guaranteed in advance.

Where can I find the prices?

You can check all offers and vehicle availability at the CarDelMar website without having to complete a reservation. Fill out the first page of the bookings process and click on "show price". If you then wish to continue with the booking click on "select"

Are the prices continually updated?

CarDelMar always offers daily updated prices. This means that the price that you pay is the price valid on the day of booking. If a booking is amended, for example a change to the rental period, vehicle group or country of rental, you will be charged the original reservation price.

What is included in the price?

The prices quoted for the package with refund of excess include the following:

Are there any additional costs besides the quoted price?

All of our packages include:

- unlimited mileage,
- third party liability
- collision damage waiver/fully comprehensive cover and theft protections (if applicable with excess and refund of excess through CarDelMar according to our general terms & conditions),
- airport taxes and surcharges
- all local taxes and charges, if voucher does not mention otherwise.

Additional charges might apply locally due to extras such as roof racks, child seats, additional insurances or one-way charges etc. In regards to this please see the terms & conditions of the local car hire company on your voucher.

Which methods of payment are accepted by CarDelMar?

Credit cards: CarDelMar accepts all major credit cards (Amex, Diners Club, Master Card and Visa). Given that certain credit card companies are not represented in all countries, it is worth checking beforehand whether your credit card is accepted in smaller, more remote countries. Credit card payments can only be accepted within the credit limit authorised by the credit card company.

Is third party vehicle insurance included in the price?

Every vehicle rented by CarDelMar has, in accordance with legal requirements of the country of rental, compulsory third party vehicle insurance for personal injury, property damage and pecuniary loss. This insurance cover is included, without surcharge, in the rental price. The liability cover is dependent on the terms and conditions offered by the local rental companies. Further information on this can be found in the terms and conditions of the local rental companies. Attention should be paid to the information on the voucher regarding the amount of liability cover provided.

Under what circumstances would I be liable for damages?

- Damage due to failure to observe the general terms and conditions of rental, especially damage caused by driving on unmade roads.
- Breach of the provisions in clause 22 of the general terms and conditions.
- In cases of wilful misconduct or gross negligence, particularly where capability is impaired due to alcohol, illegal drugs or medication.
- Loss of or damage to the car keys.
- Damage to the tyres, glass, roof, chassis or oil sump.
- In all cases where the local insurance company refuses to meet the claim
- The excess payable under a package with excess will not be refunded in the case of damage.
- Loss resulting from the theft of personal belongings left in the hired car and consequential loss e.g. vehicle recovery costs, hotel costs etc. and the loss of personal belongings.

If the local rental company only offers cover with excess, they will retain the agreed excess amount in the event of damage; this sum will be deducted from your deposit. The excess will be held by the local rental company and charged to your credit card. The amount of excess differs from country to country. Please note the regulations issued by the local hire company. In the case of damage, the excess amount will be deducted from your deposit and charged to your credit card. CarDelMar will, however, refund the excess to you. Consequential costs such as vehicle recovery charges, hotels, telephone charges etc are not generally refunded.

What should I do in the event of an accident and/or damage?

If you are injured or the vehicle is stolen you must
- contact the local rental company immediately
- inform the police who will issue a police report.
- when you return the hired vehicle, ensure that the rental agency compiles a damage report, that is to be signed by the local rental company and by you.

To obtain a refund of the excess, under an all-inclusive agreement, the following documentation is to be submitted to CarDelMar:

What about additional insurance?

1) Personal Accident Insurance.
This insurance can be taken out directly, with an excess, from the local rental company. Prices can be obtained from the local rental company.
- PAI (Personal Accident Insurance) this additional insurance cover can be bought at most rental offices throughout our network. This insurance increases the liability limit in the case of disability or death where the insured party is at fault.
- SUPER PAI: Extended personal accident insurance.

2) Loss, Theft or Damage to Possessions and/or Property.
In certain countries insurance cover can be extended by means of an additional policy.
This policy covers you for loss of or damage to your luggage and/or personal property.
(PEC = Personal Effects Coverage)
Please note the terms and conditions offered by the local rental company, e.g. the costs of and cover provided under the insurance package.

3) Super LDW (Super Loss damage Waiver)

This additional insurance, which can be taken out with the local rental company, has 2 main functions:

Generally it covers the damage that would not otherwise be covered by the fully comprehensive insurance e.g.
- Damage due to failure to observe the general terms and conditions of rental, especially damage caused by driving on unmade roads.
- Breach of the provisions of clause 22 of the general terms and conditions.
- In cases of wilful misconduct or gross negligence, particularly where capability is impaired due to alcohol, illegal drugs or medication.
- Loss of or damage to the car keys.
- Damage to the tyres, glass, roof, chassis or oil sump.
- In all cases where the local insurance company refuses to meet the claim
-The excess payable under a package with excess will not be refunded in the case of damage.
- Loss resulting from the theft of personal belongings left in the hired car and other costs, e.g. vehicle recovery , hotel etc., and the loss of personal belongings.
      
It eliminates the need for an excess.

Fee for young drivers:
Certain countries require an extra fee for young drivers (e.g. under the ages of 21, 25) to be paid. Please take note of the Terms of Lease to see if this pertains to your rental.

Additional Driver
All potential drivers of the hire car must be included in the rental agreement. This is to ensure the insurance cover and liability are valid. Depending on the country of rental, there may be a charge for the inclusion of an additional driver.

How can I cancel/ amend a booking and what costs might I incur?

You can cancel your booking with CarDelMar up until 24 hours before the start of the hire period. The cancellation can be carried out through our hotline 0905/ 848 0102 (0.25 GBP/min.). After the cancellation process you will receive a copy of the order of cancellation for your records.

Cancellation is free of charge in the 24 hours after the original booking, as long as the reservation has taken place more than 48 hours before rental begin.

Flat rate cancellation fees shall be charged as follows -
- More than 4 days before start of rental period 19.00 GBP
- Less than 4 days and up until 24 hours before begin of rental period 49.00 GBP

By cancellations during the 24 hours before begin of the rental period as well as non-collection of the vehicle the customer is still obliged to pay the complete rental amount.

Cancellation protection

We recommend that you take out the inexpensive cancellation protection offered for 7.50 GBP. This insurance covers the cancellation costs should the reservation be cancelled before the agreed time of collection.