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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?

How is the deposit refunded?

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

I want to get refunded for my parking ticket at the airport

For how long are your bank details recorded?

What surcharges may apply during or after my rental?

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?

How do I pay for parking when collecting my car?

I can't start the car

The location of the car does not match the place where I booked

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?

What is the courtesy bus?

How does the courtesy bus pick-up work?

Where is the courtesy bus stop?

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 Keyless rate (if available for that vehicle and date).
Add extras: add optional extras such as child seat, Peace of Mind Pack, Bye Bye Deposit, or additional driver.
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 and all important information. Check your spam folder if you don't see it.
Validate your documents: upload your driving licence, ID, and selfie through the check-in page. You can do this after booking.
Access your check-in: after confirmation, your check-in page gives you access to everything you need for pick-up and return. The pick-up button activates approximately 20 minutes before the reservation start time, provided the vehicle is ready.

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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?

How do I validate my documents?

My driving licence has expired

I can't scan my documents

How do I add and validate an additional driver?

Insurance & coverage

What insurance is included with my car rental?

What insurance is included with my motorcycle rental?

What roadside assistance is included for cars?

What roadside assistance is included for motorcycles?

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

How does the courtesy bus return work?

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?

My account hasn't been validated yet

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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