FAQ

Frequently Asked Questions

What kind of license is required to rent from Carspool.com?

We take a valid driver’s license from your home country stating that you’re allowed to drive a car equivalent to the car you are renting. Please note that the state laws of which you are renting your vehicle from are the laws which are applicable for your rental.

 

Do I need a passport to collect the car?

Yes, in other countries, use your passport and voucher to get your car.

 

How old do you have to be rent from Carspool.com?

You must be at least 18 years old to rent a car with Carspool.com. There is no age limit for passengers.

 

Can I rent a car if I don’t have a credit card?

Yes, you can rent a car. You can make a payment with debit card and Paypal account.

What happens if I get a fine or a ticket during my booking?

You are responsible for any fines or tickets you get while you are renting the car, just as you would be in your own car. When you drop your car off, please let the car hire company know about any tickets or fines you’ve incurred.

Because driving and parking fines can take a while to come through, you may not be charged for some fines until after you have dropped off your car. The car hire company will let you know if you’ve incurred any fines you did not know about. They’ll manage the fines and charge your credit card. They may also charge you an administration fee.

 

What fuel/refuel policy does my car have?

We show you each car’s fuel policy when you’re booking a car.

Most cars have a ‘Full to Full’ fuel policy, which we recommend. But there are other policies as well.

                    Full to Full

The fuel tank will be full or partly full when you pick your car up. Right before you drop the car off, just refill the fuel you’ve used, or the car hire company will charge you to refill it.

                    Pre-Purchase

The fuel tank will be full or partly full when you pick your car up. You will not be refunded for any fuel left in the tank when you drop it off.

                    Pre-Purchase (Refund)

The fuel tank will be full or partly full when you pick your car up. You will be refunded for any fuel left in the tank when you drop it off.

                    Pre-Purchase (Partial Refund)

The fuel tank will be full or partly full when you pick your car up. You will be refunded for any fuel left in the tank when you drop it off – minus a ‘fuel service charge’.

                    Free Tank

The fuel tank will be full when you pick your car up. There will be no additional charge for this, as the rental price includes the cost of the fuel.

 

What fuel does my car take?

If the counter staff don’t make it clear when you pick your car up, just ask them. There may also be a sign inside the petrol cap. Car hire companies change their cars all the time, so we can’t guarantee which type of fuel your car will take.

 

What if I want to take the car to another country?

If you’re planning to cross any borders during your trip, bear in mind:

  1. You may have to pay more

There are often extra fees, taxes or additional cover you’ll pay at the car hire counter.

  1. It may not be possible

Depending on where you’re hiring, you may not be able to take your car to another country.

Please contact us if you want to take your hire car into a different country during your trip, and we’ll talk you through your options.

How do I add a GPS (sat nav)?

You can ask for a GPS (sat nav) when you’re booking your car – we’ll show you all the extras you can add, including GPSs.

If you’ve already booked your car, you can add a request for a GPS by tapping ‘Manage booking’  -> ‘Change Your Booking’ to include GPSs. Unfortunately, we can only request GPSs and other extras from the car hire company: we can’t guarantee them.

 

How do I pay for extra equipment?

You’ll directly pay the car hire company for any extras you’d like – such as GPS – when you pick up the car.

If you’d like to add extra equipment after you’ve made your booking, you can go to ‘Manage booking’ -> ‘Change Your Booking’ to add what you’d like, it make a payment with Credit / Debit card and PayPal. We’ll show you if that is available on your rental car.

We’re working on this option – we know it can make things easier, so we’re hoping to expand it.

How can I be sure that the rental company will accept my Carspool.com voucher?

By making a reservation through Carspool.com, you enter into a direct (legally binding) contractual relationship with the car provider (rental company) at which you book.

Rental company knows about your booking and will provide you with exactly the same car which you have booked.

If the rental company doesn’t have car you have booked, they will provide you with a better car without extra charges.

 

What currency do I use to pay for the car?

The currency you pay in depends on where you are when you make your booking. So if you’re in the US, for example, you’ll pay in US Dollars; if you’re in Spain, you’ll pay in Euros.

 

Why was my payment declined?

It might be because we had a problem communicating with your card provider, or because there is an issue with your card, or because you made a mistake when you were entering the details. You could try again using a different card, or contact your card provider to check everything is working. To make things easy, you can pay for your car with any card on our site.

 

Where can I find my voucher?

Once your booking has been confirmed, we will email the voucher to your specified email or you can print your voucher from confirmation page or you can go to ‘Manage Booking’ -> ‘History’ to print out your voucher.

 

How do I request an invoice or receipt?

Please send us an email at support@carspool.com, enter your booking details, and we’ll response back to you ASAP. If you need any changes made to your invoice or receipt, please contact us.

 

Will I have to pay additional charges at the rental counter?

Yes, sometimes you will. You’ll pay your car’s deposit and for any extras or additional drivers you’d like. Other charges will depend on where you’re hiring and what your trip involves. Here are some examples of charges that can come up:

Government rules and taxes, location charges, one way fee, fuel charge, credit card charge, winterisation, young driver, senior driver, out of hours, roadside assistance, mileage and cross-border fee. You can check your car’s terms and conditions for more details.

 

What is a voucher?

It’s your ticket for picking up your rental car. You will need the voucher with you when you go to pick up your rental car.

 

How do I pay for my booking?

When you book a car with us, you can pay with your debit or credit card or via your PayPal account.

 

Why do I have to pay a deposit at the counter?

Some car hire company will take a deposit when you pick your car up, to protect themselves against losing money. If something happens while you have the car, they will keep some or all of the deposit to pay for it. For example, if you get a speeding fine – or if you drop the car off damaged, late or particularly dirty.

 

What payment methods does Carspool.com accept?

You can book your car with us using most credit and debit cards and PayPal. We’ll let you know what we accept while you’re booking.

Can I extend my booking?

If you haven’t started your trip yet, you can change your dates. Any changes you make to your booking will probably change the price. Once you’ve picked your car up, please contact the car hire company directly if you want to extend your booking. If you drop the car off later than arranged, the car hire company will charge you a late fee.

 

Can I upgrade my car?

Yes, you can upgrade your car before you start your trip. Go to ‘Manage booking’ at the top of the screen. Enter your email and reservation number to login then go to ‘Change Your Booking’ and choose a different type of car and etc. Changing the car will change the price.

Sometimes, the counter staff will offer you an upgrade when you go to pick up your car. If you decide to upgrade at the counter, you will pay the car hire company directly.

 

How do I change my pick-up or drop-off times?

We can try to change the time you pick up or drop off your car, right up to an hour before your pick-up time. It does depend on what is available.

Go to ‘Manage booking’ -> ‘Change Your Booking’ to update the times.

If you change your booking in any way, it is likely that the price will change. Sometimes, changing the timing means we have to cancel one car and book another one.

 

How do I cancel my booking?

To cancel your booking.

Go to ‘Manage booking’  -> ‘Cancel Booking’

If you need to change your plans but still want to hire a car, you can go to ‘Manage booking’ and amend your booking instead.

 

What is the cancellation policy?

If you cancel MORE than 48 hours before your rental is due to start, you will receive a full refund.

If you cancel LESS than 48 hours before your rental is due to start, you will receive a 50% refund.

If you cancel AFTER your rental is due to start, you will receive no refund.

If you do not pick up the car (usually called a ‘no-show’), you will receive no refund.

Car hire companies call it a ‘no-show’ when you do not pick the car up because (for example): You do not arrive at the arranged date and time, you do not have the right documents, or you’re not eligible for the rental, or the main driver does not have a credit card with enough credit for the deposit.

Some car hire companies also have their own cancellation policy, which you’ll find in the terms & conditions of your booking.

When should I pick up the car?

Try to pick it up as close as possible to the time you booked.

If you arrive more than half an hour early, your car may not be ready.

If you arrive more than half an hour late, the car hire company may class you as a ‘no show’, which means your booking will be cancelled and you will receive no refund.

While you’re making your booking, you can choose when you’d like to pick the car up and drop it off. We’ll show you all the cars that are available for the times you’re after.

Once you’ve booked, your voucher will confirm the time the rental car is due to be picked up and returned. Before your trip starts, you can change the times under ‘Manage booking’ -> ‘Change your Booking’ at the top of the screen.

 

Can I collect the car early?

You can usually pick up your car up to half an hour early. However, it might not be ready.

If your plans change in advance, you can bring your pick-up time forward by amending your booking. Any changes you make to your booking will probably change the price.

 

When should I drop the car off?

You can choose when you’d like to drop your car off when you book. We’ll show you the cars that are available for the times you’re after.

Once you’ve booked, your voucher will confirm the time the car is due back. Before your booking starts, you can change the time under ‘Manage booking’  -> ‘Change Your Booking’.

If you’ve already picked up the car, please talk directly to the car hire company if you want to change the time you return it. You’ll find their details on the rental agreement you signed when you picked up the car.

 

Can I drop the car off later than my drop off time?

If you haven’t started your trip yet, you can change your drop-off time by amending your booking. Any changes you make to your booking will probably change the price.

Once you’ve picked your car up, please contact the car hire company directly if you want to change your drop-off time.

If you drop the car off later than arranged, the car hire company will charge you a late fee.

 

What should I do when I get to my car?

1.Check the car

Walk around the car, checking for damage. If you find any, ask the car hire company agent to mark it on your rental agreement. Take pictures so you can be confident about what the car was like to start with.

2.Check what fuel it takes

Open the cap to see if it’s petrol. Petrol might have ‘95’ on it. If you’re not sure which fuel the car takes, ask the agent before you leave.

3.Look at the fuel gauge

Rental car fuel is usually provided on a ‘full to full’ basis, which means you start with a full tank and you return the car with a full tank. Turn the key to check the tank is full (and the headlights work).

4.Sort your route

If your car has GPS, it’s worth setting it to your language before you head off.

5.Take a moment

Once everyone’s put on the safety equipments , take a minute to adjust the mirrors and check where the indicators are.

6.Look out for a petrol station

When you’re heading off, look out for a petrol station. It’ll save any last-minute stress about filling the car up before you take it back.

 

How do I return the car?

Your voucher will show the car hire company’s address and tell you how to drop your car off at the end of the trip. If you’d like more details, we recommend asking the counter staff when you pick your car up.

Your car will probably be checked over when you return it, or there may be a box to drop the keys in if there is no one available.

We recommend keeping any paperwork you are given.

 

How do I find the rental counter?

Your voucher will show the car hire company’s address, phone number and email address in order for you to find the counter or the car hire location.

 

How can I avoid additional charges when I drop off the car?

By returning the car on time, with the right amount of fuel and without any new damage or excessive dirt.

When you drop the car off, the car hire company could charge you for:

  1. a whole additional day if you return the car late
  2. refuelling, plus a charge for doing it
  3. having to clean the car if it’s extremely dirty
  4. new damage

 

Why do I need to sign a rental agreement at the counter?

Because the contract you sign sets out what you’re agreeing to when you rent the car from the car hire company.

Carspool.com acts as a broker or agent. We connect customers with car hire companies, and take bookings. The rental agreement you sign will vary by car hire company and the country you’re renting in.

As with any other contract you sign, it’s always worth making sure you’re aware of and comfortable with what you’re agreeing to.

 

What do I need to take to collect the car?

The driver needs two things (all held in their own name):

  1. An ID Card or Passport (Foreigner)
  2. Carspool.com Rental Voucher, or eVoucher on our app

Why has the car hire company charged me?

There are a few reasons why the car hire company might charge you direct.

After your hire, the car hire company may charge you for refuelling, parking tickets, fines or damage to the vehicle.

They should list any charges on the paperwork they give you (although some fines and parking tickets might arrive later).

 

Can I get a refund if I returned my car early?

Unfortunately we can’t refund you for any part of your hire that you don’t use.

This is because we will have committed to the whole booking on your behalf, and the car hire company will have been expecting the car to be used for the whole period. They will have planned their cars and parking needs around the original booking.

 

What if I have queries after my rental is finished?

Please send us an email at support@carspool.com, enter your booking details, and we’ll response back to you ASAP

How do I create an Account?

There are two ways that you could create an account with us. One way to do it is to rent a car with us then your account will be create automatically. Another way is to send us an email with subject ‘Create account’ with content specify your name, last name, email address and contact number.

 

How do I update my email address?

Next time when you are booking with us, your can update your email or send email to our customer support (support@carspool.com) with subject ‘email update’.

 

How do I unsubscribe from your mailings?

You can email our customer support (support@carspool.com) with subject ‘Unsubscribe’ then we will stop all our email to you.

 

What is my booking reference?

Your booking reference number is a unique alphanumeric number we use to identify your booking. You’ll find it on the email we send you to confirm your booking, and on your rental voucher.

If you need to contact us, it’ll help us find your details quickly if you have your booking number on hand.

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