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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?

Has my booking been confirmed?

Do you have any cars available now?

What extras can I add to my booking?

What is the Peace of Mind Pack?

What is the night package?

What is Bye Bye Deposit (No Deposit Option)?

Can I add an additional driver?

Pick-up and return outside of the airport

How to request a price quote

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?

If you have a complaint about any aspect of the service (late delivery, dirty vehicle, missing extras, issues with the provider, problems opening the car, etc.):

Contact us at [email protected] describing the issue in detail.
If possible, attach screenshots, photos, or videos — this helps us investigate the problem and resolve it faster.
We will investigate the situation and respond as soon as possible.
Your case will be escalated to the responsible team, and a possible compensation will be evaluated if applicable.

We take every complaint seriously and are committed to improving your experience.

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