Frequently Asked Questions

To help answer any questions you may have quickly, we have included a section below with the most frequently asked questions. If you can't find the answer to your question, please don't hesitate to contact us. A member of our team will be happy to help you.

GENERAL QUESTIONS

How do I make my booking online?

1. On the pepecar.com home page, enter the pick-up location in the Pick-up location box and choose the desired location from the drop-down menu. You will automatically be guided to select the dates and times of collection and return of the rental vehicle.

2. You will then be shown the results of your search, where you can choose the rental car that best suits your needs. Check the Terms and Conditions of the rental car you want to choose for your reservation and click on Book.

3. The vehicle, pick-up and drop-off information will be displayed on the screen.

4. Enter your driver and payment details on the new screen, and click Book - it's that easy!

Can I rent an automatic car?

Almost all of our suppliers have a fleet of automated vehicles. You can easily distinguish them from manual vehicles. Next to the photo of the vehicle we indicate whether it is manual or automatic transmission by means of an icon with the letter M (in the case of a manual) or with the letter A (in the case of an automatic). In addition, the website has a wide range of filters so that you can select only those cars with automatic transmission.

Are there any additional costs or supplements to the contract rate?

Depending on the provider, additional costs may be charged. We recommend that you always read the provider's terms and conditions before booking in order to be fully informed. Additional charges may include:

  • Additional driver supplement.
  • Premium Office Service/Airport/Station Surcharge: a surcharge that applies in certain cities, airports or train stations.
  • Additional equipment such as child seats.
  • Out-of-hours service: If you pick up or return the vehicle outside business hours, many companies may charge extra.
  • Depending on the provider, they may charge additional costs for refuelling.
  • Government fees depending on the country.
Can I be charged for fuel?

The "Fuel Policy" is a condition imposed by the different car rental suppliers on the amount of fuel in the vehicle. We recommend checking the Terms and Conditions, as each supplier has their own. It can be: "Full - Full" or "Prepaid - Partial Refund".

In case the policy is: "Full - Full". If it is not returned full, the supplier may charge you additional costs for the full filling of the fuel tank.

In case the policy is: "Prepaid - Partial refund". The vehicle will be delivered with a full tank of fuel, which has to be paid to the partner. An additional fee or surcharge is payable on collection of the vehicle. Unused fuel will be refunded.

What is the validity of foreign/non-EU cards?

Drivers from European Union countries:

Driving licences issued in any Member State of the European Union in accordance with Community regulations shall remain valid in Spain, under the conditions under which they would have been issued in their place of origin, except that the age required for driving shall correspond to that required to obtain the equivalent Spanish licence.

Drivers from non-EU countries:

The international licence is required for driving in non-EU countries that do not have a unilateral agreement with the country issuing the NCP. However, the following driving licences are valid for driving in Spain:

  • Nationals of other countries which are issued in accordance with Annex 9 of the Geneva Convention, or Annex 6 of the Vienna Convention, or which differ from those models only in the adoption or deletion of non-essential headings.
  • Nationals of other countries which are drawn up in Spanish or accompanied by an official translation thereof.
  • International certificates issued abroad in accordance with Annex 10 of the Geneva Convention, or in accordance with the model of Annex E of the International Convention of Paris, in the case of nations adhering to this Convention which have not subscribed or adhered to the Geneva Convention.
  • Those recognised in particular international conventions to which Spain is a party and under the conditions indicated therein.
Where can I see the vehicle pick-up location?

Pepecar is a car rental broker. We do not have our own fleet of cars and we do not have offices in the holiday destinations. The name of the car rental company assigned in the reservation and, therefore, the pick-up and/or return address of the vehicle can be consulted at any time at the top of the reservation voucher. You can access it through the "Manage Reservation" section in the top menu of the website.

Where do I pick up my vehicle at the airport?

Almost all of our suppliers have a desk at the airport. In the list of vehicles available for airport searches, it is indicated whether the office has an airport desk with the word "Airport" or whether it is located in the vicinity of the airport with the words "Courtesy Bus". The courtesy bus is completely free of charge.

How can I extend my booking?

If you wish to extend your contract, you must contact us to check availability. Please note that you must go to a supplier's office before the end of the contract to sign the new contract and pay for it. Otherwise, all insurance becomes invalid (CDW, TP, Glass/Wheels, etc.) and, occasionally, an extra charge per day may be levied.

For how long can I rent a vehicle?

You can make a reservation for a maximum of 90 days. If you need the vehicle for a longer period of time and wish to extend it, please contact us through Contact

Can I reserve a vehicle for today?

On pepecar.com you can make your reservation for many destinations up to 1 hour before pick-up time.

How are the rental days counted?

The days are counted in 24-hour periods starting from the moment the contract is concluded. Partial days must be paid in full for insurance purposes.

If I book a car online, when do I pay?

Before finalising the booking process of your vehicle, we indicate you some of these payment options: Partial payment: you make the payment in pepecar.com of a part of the amount of the rental days (VAT included) by credit card, and then at destination you will have to pay the remaining amount of the rental, fuel costs and extras. Online payment: you pay online the total amount of the rental by credit card, and then at the destination you will only have to pay fuel and extras.

Can I choose a vehicle model?

We can only guarantee the category booked. We cannot confirm specific car makes, models or colours, nor the type of fuel used.

What documents do I need to rent a car?

Pepecar is a car rental broker.  Normally the operators require the following documentation:

  • Your original valid passport or ID card (also for additional drivers).
  • Your original valid driving licence (also for additional drivers).
  • A credit card is required to deposit the deposit in the name of the main driver.
How old do I have to be to rent a vehicle?

Each provider has its own conditions regarding the required age of drivers. During the booking process we always inform you of the minimum age requirement and, in due course, of the minimum age of the driving licence and/or young driver supplements required. You will find this information in the Terms and Conditions link of each vehicle. Almost all suppliers require a minimum age of 23 years and a minimum of one or two years of driving licence for economy and compact groups.

Where do I pick up the vehicle at the airport?

Almost all of our suppliers have a desk at the airport. In the list of vehicles available for airport searches, it is indicated whether the office has an airport desk with the word "Airport" or whether it is located in the vicinity of the airport with the words "Courtesy Bus". The courtesy bus is completely free of charge.

Is it possible to pick up the car at the hotel and is there an extra charge for this service?

Yes, it is possible with some suppliers and there is always an additional charge for this service. Please read the Terms and Conditions of the vehicle you are selecting for your booking.

Can I return the vehicle to another office other than the collection office, and how much does it cost?

If you wish to return the vehicle to a different office from the one where you rented it, simply indicate the corresponding offices when you start the booking process on the pepecar.com home page. The system will automatically answer you if the route you have chosen is possible. If your chosen route is possible, the rental company may charge you a one-way fee for the cost of returning the vehicle to the pick-up location. This will appear in the Terms and Conditions as well as in the list of fees not included in the rental price. Almost all our suppliers offer domestic One Way service within the same country between all their offices, except between the mainland and the islands, and vice versa. Occasionally there is a mandatory minimum rental duration (see Terms and Conditions of the vehicle you are going to select for your reservation).

If I don't have a flight number, what can I do?

It is not essential to have a flight or train number to make your booking. However, it may help the car collection office team to know if there have been any mishaps, delays or cancellations that result in a later arrival time than the estimated time, among other things.

Do I have to leave a deposit on collection of the vehicle?

A deposit by credit card in the name of the main driver is required to collect the vehicle. The amount of the deposit will be blocked/charged to your credit card until the vehicle is returned. Different suppliers have different terms and conditions. Please read carefully the Terms and Conditions of the vehicle you are going to select for your booking.

What insurance do I have in case of an accident?

All vehicles are covered by Compulsory Motor Insurance and Supplementary Third Party Liability Insurance. These policies do not cover own damage, so the customer can limit their liability by taking out our optional insurance, which guarantees reimbursement for any amount that the car hire company may collect from the blocked deposit in the event of damage or theft of the vehicle. You can check what is and what is not covered by our Damage Reimbursement Insurance here.

Can I make a reservation without being registered?

Yes, you do not need to register to make a reservation on the website.

MY HIRE CAR

Who can drive the car?

The driver will be the person who presents the obligatory documentation: original valid driving licence when collecting the vehicle, together with an identity document and a valid credit card (visa or mastercard) in the driver's name. A second driver is permitted, but depending on the supplier, this may be subject to an additional charge. Please refer to the Terms and Conditions of the vehicle you are selecting for your booking.

Can I take the vehicle abroad?

Overseas departures depend on the conditions of each supplier, please refer to the Terms and Conditions of the vehicle you have selected for your booking. If this is not detailed, please contact us via Contact.

Fuel policy

The fuel policy is a specific condition set by the vehicle rental agent regarding the vehicle's fuel. Rental agents have different fuel policies. Check the conditions of the fuel policy in question in step 2 of the booking process, link "Terms and conditions".

Pepecar recommends those fuel policies with a "full-full" or "full-full" refuelling system.

Can I remove the franchise?

Normally, most suppliers allow the excess to be eliminated or reduced by means of a daily supplement which is indicated in the conditions of the vehicle you are going to select for your reservation.

MY BOOKING

What do I have to do to extend my booking or return the vehicle later than the agreed time?

It will depend on the company, the Operator, but in most cases when the delay is more than 30 minutes, you will be charged a penalty equivalent to an extra day/days of rental (with the price of the highest rate corresponding to those days for the type of vehicle booked). If you plan to return the car later than agreed, it is mandatory that you come in person to the supplier's office to change the contract before the end of the contract. Please note that after the date and time of termination of the contract all insurance becomes invalid (CDW, TP, Glass/Wheels, etc.).

I have made a reservation and I have not received any confirmation by email.

There are two solutions:

  1. Please check the spam folder of your email.
  2. If you can't find it, please contact us via the Contact page. 
How do I modify my booking details?

Please contact us via the Contact Us page. We also recommend that you review the Terms and Conditions of your booking.

How can I extend my booking?

If you wish to extend your contract, you must contact us to check availability. Please note that you must go to a supplier's office before the end of the contract to sign the new contract and pay for it. Otherwise, all insurance becomes invalid (CDW, TP, Glass/Wheels, etc.) and, occasionally, an extra charge per day may be levied.

Is it possible to modify or cancel my prepaid booking after it has been confirmed?

If your booking is prepaid and your needs have changed, you will need to cancel your booking from My Account and make a new one. Please read carefully the cancellation policy of your booking or contact us via Contact Us.

Can I add an additional driver to my booking?

Yes, at the destination, before signing the contract you will be able to include a second driver. Depending on the provider there will be an extra charge. Please read the Terms and Conditions of your booking.

How can I request my invoice? When will I receive my invoice?

If you need an invoice with VAT, IGIC or IPSI for your rental, request it directly from the rental supplier when you return your vehicle.

In Pepecar, through the "My account" portal, you can obtain immediate proof of payment, but the invoice must always be sent to the supplier providing the service.

How do I know if my booking is confirmed?

There are two ways:

  1. We will send you the confirmed voucher by e-mail to the e-mail address you entered when you made your booking.
  2. Click on My account, and enter the e-mail address and date of birth indicated in the booking.
Has my booking request been confirmed "Pending Confirmation"?

Once the request has been made and after the established deadlines (as a general rule, maximum 48 hours), we will notify you by email if your booking is confirmed or not. If it is confirmed, we will send you the confirmation voucher by email. You must print the voucher and present it to our supplier when you pick up the rental car. You can also check the status of your booking in the My Account area by entering the e-mail address and date of birth indicated in the booking.

HIRING OF EXTRAS

Limitations of the insurance (whether it is all-risk or what conduct/negligence is not covered)

The rental rates include the coverage of the Compulsory Automobile Insurance and the Complementary Civil Liability Insurance for damages to third parties derived from the use and circulation of the vehicle. All rental vehicles include CDW (Collision Damage Waiver) or LDW (Loss Damage Waiver) insurance, which generally includes an excess in case of damage or theft of the car. CDW never covers damage to rims, tyres, glass, upholstery, clutch, locks, underbody, broken/loss of keys and remote controls or damage caused by filling up with the wrong fuel. When picking up the rental car, many rental companies may offer a range of additional insurances: insurance to reduce the excess (SuperCDW = Super Collision Damage Waiver), Personal Accident Insurance (PAI = Personal Accident Insurance) or other types of insurance. In this case, you will have to decide for yourself whether you need or want to take out any of the insurances offered by the car rental office. Check the Terms and Conditions of your reservation. All Insurance/Contracts lose their validity in case of negligence, misuse, reckless driving, or driving under the influence of alcohol and/or drugs.

Is it possible to include a roof rack in the reserved car?

Most of our suppliers do not offer this service. In the general conditions of your booking you will find information about the possibility of hiring it at your destination. You can make your request through Contact.

Do I need to reserve a baby/child seat at the time of booking?

Yes, it is necessary to request it at the time of booking. Our supplier will have the seat available for your vehicle on collection. If you wish, you can find all the information about car hire with child seat here.

What kind of insurance can I buy to rent a car?

Insurance coverage varies depending on the provider of each vehicle. Please read carefully the insurance information detailed in the Terms and Conditions of the vehicle you are going to select for your reservation. You must accept the conditions before finalising your booking.

CREDIT CARDS

Why should I carry a credit card?

The credit card serves as a guarantee for our suppliers. It must be valid and in the name of the main driver before you can collect the vehicle.

I don't have a credit card, can I rent a car?

Pepecar is a car rental broker. To collect the car all our suppliers require a credit card in the name of the driver as a guarantee. To rent a car it is possible to pay by debit or credit card in the name of the main driver, it is at the destination where the credit card will be required to pick up the car.

Can I be asked for more than one credit card to rent a premium car?

Yes, there are some suppliers that for their higher category cars (e.g. Premium, Luxury, etc.) ask for 2 credit cards as a guarantee. If this is the case, it will be indicated in the Terms and Conditions of the vehicle you are going to select for your reservation.

DATA PROTECTION POLICY

Data protection

Any personal data provided by the user will be treated in accordance with our Privacy Policy, available in the Terms and Conditions located at the bottom of the pepecar.com website.

Advertising

The user of this website expressly authorises the processing of the personal data provided. Likewise, the user who enters the data is solely and ultimately responsible for the veracity of the information provided. The user who provides the data must be the owner of the same or, failing that, have obtained the express consent of the owner to be subscribed to this service, assuming that he/she has made the owner of the data aware of the Terms and Conditions.