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Find answers about bookings, insurance, pick-up, payments, and more.

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Payment & invoices

What payment methods do you accept?

How much is the deposit and what is it for?

My payment has been refused

My credit card is rejected

What is 3D Secure?

Where can I find my rental contract and invoice?

I have an unpaid invoice

For how long are your bank details recorded?

Before booking

How does offUgo work?

What rates can you choose when booking with offUgo?

What are the conditions for using the service?

How much does it cost?

What is included in the price?

Can I drive in Spain with a driving licence from another country?

Can I rent a car if I have had my driving licence for less than a year?

Traffic regulations in Spain

How to avoid traffic fines in Spain?

What is the ACIRE zone?

How can I avoid fines when visiting the Formentor Lighthouse in Mallorca?

Where is the offUgo area?

Can I make bookings in a branch?

Prohibited uses of the vehicle

Geographic restrictions on vehicle use

Pick-up

How do I find my car?

Where is the car key?

I can't start the car

I requested a specific car but they assigned a different one

How do I sign the rental contract?

How do I get to Palma de Mallorca Airport by public transport?

Booking & Reservation

How do I make a booking?

Search for available vehicles: choose your pick-up location, dates, and times. You will see which vehicle models are available.
Select a vehicle and rate: when you choose a car model, select the Go Classic rate (if available for that vehicle and date).
Add extras: add optional extras such as child seats.
Create your account: at checkout, create your offUgo account (name, address, phone number, email).
Pay for the booking: confirm the reservation by paying the total amount with the main driver's credit or debit card.
Receive your confirmation: you will get an email with your voucher, the provider's details, and instructions for pick-up. Check your spam folder if you don't see it.
Pick up your car: on the day of your rental, head to the provider's desk with your documents to pay the deposit, sign the contract, and collect the keys.

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Modifications & Cancellations

Can I modify my booking?

Can I cancel my booking?

My booking has been cancelled — when will I get my refund?

How do I extend my rental?

What happens if I don't show up for my booking (no-show)?

What happens if my flight is delayed or I have a force majeure situation?

Drivers & requirements

Which identity documents are required?

My driving licence has expired

Insurance & coverage

What insurance is included with my car rental?

Can I get a substitute vehicle?

Return

How do I end my rental and return the car?

Where can I park the car when returning it?

Do I need to fill up the tank before returning?

Do I have to clean the car before returning it?

I'm returning the car early

I'm running late for the return

There is no free parking spot for returning my car

Can I return the car at a different location?

I forgot to report damage on the car

I forgot something in the car

Vehicle information

What types of vehicles are available?

Can I choose a specific car model?

Where is the car documentation?

Where and how can I charge my electric car?

My account

I forgot my password

I can no longer access my account

I want to delete my account

How do I modify my personal information?

I gave the wrong email address — what should I do?

For how long is my bank data stored?

How is my personal data handled?

What are my data privacy rights?

Support & incidents

How do I contact offUgo customer service?

Something in the car doesn't work properly — can I change it?

I've had a collision or accident — what should I do?

My car has no battery or fuel

My car has been broken into and things were stolen

I've received a traffic fine — what happens?

How do I file a complaint?

I found a bug or error on the website

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