FREQUENTLY ASKED QUESTIONS
Hire Documents and Terms and Conditions
Driving licence, valid national identity card (DNI) or passport recognised by Spanish law and a credit card in the name of the main driver. Non-EU drivers must provide an international driving licence.
Drivers must be at least 19 years old and must have been holders of a driver’s license for at least a year. The driver’s license must be valid for the entire period of hire and drivers must also present a valid European national identity card or passport. There is a Young Driver surcharge for drivers aged between 19 and 25 years inclusive, of €10 per day with a minimum of €24 and a maximum of €300.
The deposit will take between 14 and 31 days to be returned, depending on the bank.
The rental has unlimited mileage per rental in the Balearic Islands and 300km per day in Mainland Spain and Melilla.
All bookings made through our website www.okrentacar.es include full/full fuel rate. We give you the vehicle with the fuel tank full and you also must return it full. If this is not fulfilled, refuelling handling costs will be charged of €29 plus the remaining litres until the tank is 100% full.
The deposit amount varies depending on vehicle category. The categories are divided in three groups:
Group 1: excess of 900€ (MSMS, MSMP, MSAS, MSAP, MMMS, MMMP, MMAS, MMAP, MLMS, MLMP, MLAS, MLAP, ESMS, ESMP, ESAS, ESAP); excess of 1050€ (EMMS, EMMP, EMAP, EMAP, ELMS, ELMP, ELAS, ELAP).
Group 2: excess of 1200€ (CSMS, CSMP, CSAS, CSAP, CMMS, CMMP, CMAS, CMAP, CLMS, CLMP, CLAS, CLAP, WSMS, WSMP, WSAS, WSAP, WMMS, WMMP, WMAS, WMAP, WLMS , WLMP, WLAS, WLAP, PLMS, PSMP, PSAS, PSAP, PMMS, PMMP, PMAS, PMAP, PLMS, PLMP, PLAS, PLAP, SSMS, SSMP, SSAS, SSAP, SMMS, SMAS, TSMS, TSAS, KSMS, KSMP, KSAS, KSAP, KMMS, KMMP, KMAS, KMAP, KLMS, KLMP, KLAS, KLAP); excess of 1500€ (SLMS, SLAS, TSMP, TSAP, FSMS, FSMP, FSAS, FSAP, FMMS, FMMP, FMAS, FLMS, FLMP, FLAS, FLAP).
Group 3: excess of 1.800 € (SMMP, SMAP, TMMS, TMMP, TMAS, TMAP, TLMS, TLAS, VSMS, VSMP, VSAS, VSAP, VMMS, VMMP, VMAS, VMAP, VLMS, VLMP, VLAS, VLAP); excess of 2.000 € (SLMP, SLAP, TLMP, TLAP); excess of 2.500 € (FMAP, LSMS, LSMP, LSAS, LSAP, LMMS, LMMP, LMAS, LMAP, LLMS, LLMP, LLAS, LLAP).
I want to book the car on one balearic island and return it on another, is it possible? What's the extra cost?
Yes, it is possible to return the vehicle in other OK Rent a Car facilities (within the Balearic Islands) other than where the agreement was signed in the same period and terms stipulated in the General Conditions of Contract. There is an additional charge for this service of €290.
No, our insurance does not cover outside of the Balearic Islands. Only those cars hired on the Mainland can drive on the mainland.
Yes, you can take our vehicles to Portugal and Andorra.
(Please note that some of our vehicles have geolocators. Any detection that they have travelled outside of the permitted area will be considered a breach of contract, resulting in a fine for the lessee of €250 payable to the lessor, who may take the pertinent legal action).
I have booked a car in my name, but in the end I will not be driving it, do I need to change the name on the booking?
Yes, you can change the name when you pick up the vehicle.
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The minimum rental period of our vehicles is 1 day (24 hours) with a maximum of 30 days. If you would like to rent the vehicle for longer than 30 days, please contact us.
The rental days are calculated for 24-hour periods starting from the exact time when the Renter has picked up the hired Vehicle and until its return. Partial days shall be paid in full.
In the event you would like to extend your rental, you must contact our Customer Service department on 902 360 636 or email@example.com with a minimum notice of 24 hours before the agreed date expires. The minimum extension period shall be 1 day (24 hours) and can be extended according to your specific conditions. The extension conditions shall be identical to those stipulated in the original contract and the renter undertakes to pay the corresponding proportional amount pursuant to the charge in force in the season(s) when it is requested.
About my reservation
1. Enter the dates and locations for collection and return of the vehicle in the drop-down menu of our homepage.
2. Select the type of vehicle that you want to hire.
3. Include recommended accessory services and additional extras in your booking.
4. Select the method of payment and introduce your personal details to complete the booking.
You will receive the Booking Receipt in the e-mail indicated when making the booking.
Make sure you have entered a valid email address. Please check your spam folder and contact Customer Care on +44 (0) 8435081118 if you have still not received your voucher.
Make the request as usual through the website. Please contact our Customer Care Department directly to expedite the process. During the summer season, owing to the increase in bookings, we cannot confirm bookings less than 24 hours in advance.
We guarantee the model chosen in those vehicles indicated as “Guaranteed model”. Otherwise, we will give you the same model, a similar one or instead a vehicle belonging to a higher category.
Please, send an e-mail to firstname.lastname@example.org indicating your tax details and booking no. You will receive your bill within a maximum of 7 working days from the date of the request.
To change your reservation, send an e-mail to email@example.com or contact Customer Service on 902 360 636 stating the details you would like to change. Cancellations must be made in writing to firstname.lastname@example.org. No amount of the booking shall be reimbursed except for causes of force majeure (natural catastrophe, wars, terrorist attacks, death or sudden serious illness of the renter, his/her parents, siblings or children) that is reliably proven, to the aforementioned address.
All of our vehicles have Basic CDW Insurance that includes basic cover and civil liability, with an excess for damages whose value depends on the category of the vehicle contracted and ranges from €900 to €2,500. You can eliminate the entire insurance waiver by taking out as optional extras the “Excess Waiver” or OK Premium Cover that includes Bodywork and Paint, Wheels and Windows, Roadside Assistance and Excess Waiver. Please consult the General Terms and Conditions of the Contract and, in case of doubt, contact Customer Care.
We will indicate the pick-up place of the vehicle in the Booking Receipt.
Yes, all vehicles have an authorised copy of the vehicle documentation. In the event of loss, a surcharge of €30 will be applied.
To check the opening hours of each of our offices go to: www.okrentacar.es/nuestras-oficinas. Remember there is a check-in and check-out timetable outside of offices hours which carries a charge of €40 per service.
You can request the baby/child seat both at the time of booking and on your arrival at our offices. However, it is recommended to include this extra in the booking process to guarantee it will be available when you arrive.
If you have not paid the fine during your rental period, you will receive a notification at your home address indicating what you need to do to make the payment. We should indicate to you that we will charge €50 for identification of the driver and handling of the fine, as stipulated in our General Conditions of Contract.
Yes, you must make a partial or total prepayment at the time of confirming the booking through our website.
We have a minibus service, with free transfers every 4-6 minutes between the airport and our offices.
The refund of the amount for returned fuel shall be made to your credit card within 5-7 days on average after return of the vehicle.
All services will be paid in advance by credit card (VISA or MASTERCARD), debit card or cash in our facilities. If you pay in cash, you must also provide a credit card in the name of the main driver, to take the deposit.
The rates established by the Rental Company are valued in Euros (€), and can be converted in any other currency using the following converter: https://www.google.com/finance/converter, not being liable for any conversion error. Payment can be made in all our facilities in the currency of the contract, solely with the credit cards established in the previous point. In no case shall cash payment in any currency other than the Euro be accepted.
If you have a promotional code, please enter it in the “Promotional Code” box during the booking process and the corresponding discount will be applied to your booking.
If you do not have the flight number, you can fill the box with the word PENDING. If you have no flight number, you can fill the box with the word WALK IN.
Yes, you can include a maximum of two additional drivers both at the time of making the booking and on your arrival at our offices.
If you do not have Road Assistance, the cost of the tow-truck service is €250.
Check-out or check-in of vehicles outside of offices hours carries a surcharge of €40 per service.
If I want to avoid possible queues in the pick-up office, what service should I contract? What is its cost?
We have a Speedy Check In for fast handover of vehicles with a charge of €12 per service (at origin) or of €18 (over-the-counter).
The Rental Company offers you a baby and child seat, for a daily cost with minimums and maximums, differentiating between the three groups specified below and in the OK RENT A CAR website.
A GPS has an additional charge of €6 per day, with a minimum amount of €12 and a maximum amount of €120
Booking a diesel vehicle has an additional charge of €3/day with a minimum amount of €9 and a maximum of €30.
You can choose one of the following covers for possible damages: OK Premium Cover (includes paint and bodywork, wheel and windscreen, Road Assistance and Excess Insurance), Excess Insurance, Wheel and Windscreen cover or Road Assistance.
OK Premium Cover includes protection for your vehicle in the case of possible damage to the bodywork, paintwork, wheels and glass, as well as roadside assistance, elimination of the deductible and Speedy Check-In.
The cost of this extra varies according to the group of vehicle that you have chosen. The prices for each group are:
Group 1: (Categories: MSMS, MSMP, MSAS, MSAP, MMMS, MMMP, MMAS, MMAP, MLMS, MLMP, MLAS, MLAP, ESMS, ESMP, ESAS, ESAP, EMMS, EMMP, EMAP, EMAP, ELMS, ELMP, ELAS, ELAP) €15 per day / minimum price €30, maximum price €195.95.
Group 2: (Categories: CSMS, CSMP, CSAS, CSAP, CMMS, CMMP, CMAS, CMAP, CLMS, CLMP, CLAS, CLAP, WSMS, WSMP, WSAS, WSAP, WMMS, WMMP, WMAS, WMAP, WLMS , WLMP, WLAS, WLAP, PLMS, PSMP, PSAS, PSAP, PMMS, PMMP, PMAS, PMAP, PLMS, PLMP, PLAS, PLAP, SSMS, SSMP, SSAS, SSAP, SMMS, SMAS, TSMS, TSAS, KSMS, KSMP, KSAS, KSAP, KMMS, KMMP, KMAS, KMAP, KLMS, KLMP, KLAS, KLAP, SLMS, SLAS, TSMP, TSAP, FSMS, FSMP, FSAS, FSAP, FMMS, FMMP, FMAS, FLMS, FLMP, FLAS, FLAP) €20 / day / minimum price €40, maximum price €295.95
Group 3: (Categories: SMMP, SMAP, TMMS, TMMP, TMAS, TMAP, TLMS, TLAS, VSMS, VSMP, VSAS, VSAP, VMMS, VMMP, VMAS, VMAP, VLMS, VLMP, VLAS, VLAP, SLMP, SLAP, TLMP, TLAP, FMAP, LSMS, LSMP, LSAS, LSAP, LMMS, LMMP, LMAS, LMAP, LLMS, LLMP, LLAS, LLAP) 30 € / day / minimum price €60, maximum price €495.95.
With the Excess Insurance coverage, you will not have to leave a deposit and your vehicle is also covered for damages to the bodywork and paintwork.
The cost of the Excess Insurance coverage varies depending on the vehicle group selected. Group 1: (Categorías: EBMR, EBMP, MBMR, MBMP, ECMR, ECMS, EDMR, EDMP, MBAR, MBAP, ECAR, ECAS, EDAR, EDAP, EBAP, MBMS) 10 €/día con un importe mínimo 20 € e importe máximo 145,95 €. Group 2: (Categorías: CDMR, CDMP, CDMS, CDAR, CDAS, CVMR, CWMR, CWMP, CWAR, CWAP, CXAR, IBMP, HDMR, HDMP, HDAR, HDAP, SGMR, SGAR, MTMR, MTAR, CTMR, EKMR, CKMR, CKML, CDAP, CXMR, IBAP, ITMR, ITAR, FVMR, FVAR, FXMR, FXAR, SVMR, SVAR, SFMR, SFAR, ELEC, FVAP, FVMP,) 15 €/día con un importe mínimo 30 € e importe máximo 195,95 €. Group 3: (Categorías: SDAP, CTMP, SDMP, FWMR, FWMP, SGMP, SGAP, MTMS, MTAS, STAR, SVMP, SVAP, FWAP, SFAP, SXMR, CTAR, CTAP, SFMP, SXAR, XFAR, LXAR) 25 €/día con importe mínimo 50 € e importe máximo 295,95 €.
The Wheel and Windscreen coverage includes possible damages to tyres, rims and windows provided that these are not due to negligence or improper use of the vehicle by the renter.
It costs €7/day with minimum amount of €16 and maximum amount of €80.
The Road Assistance service costs €14 per rental. This price is applied to all vehicle categories.
In Majorca and Minorca it is possible to pick-up the car at your hotel. There is a surcharge that varies depending on the delivery area.
If I have forgotten to include any extras when making the booking, can I add them when I get to the counter?
You can contract your extras both at the time of making your booking and when you get to our offices. It is recommended to including them during the booking process, however, to guarantee they will be available when you arrive.
Yes. Even though you pay in cash at our offices, the deposit can only be taken via credit card. The deposit will take between 14 and 31 days to be returned, depending on the bank. OK Rent a Car only accepts VISA and MASTERCARD credit cards. If you would like to book through our website, you can only make the payment via credit card.
Yes, the credit card must be in the main driver’s name.
If you do not have a credit card, it is still possible rent a vehicle with the following condition: you must have a credit card for the deposit, but if you do not have one, you can choose one of our “Excess Waiver” or “OK Premium cover” policies, in which case you will not have to leave a deposit, and so you will be able to hire the vehicle.
Vehicle with manual transmission: Put your foot on the clutch and turn the key or press the ignition button.
Vehicle with automatic transmission: Put the gear lever in position N or P, put your foot on the brake pedal and then turn the key or press the ignition button.
If the vehicle still does not start, contact our Customer Service department.
If it is a mild fault (GPS, power windows, internal fittings, accessories, horn, etc.) you should go to the nearest OK.
If a light comes on the dashboard, please contact our Customer Service or consult the vehicle user manual found inside it.
If the vehicle cannot be driven, please contact our Customer Service.
Under no circumstances can you take the vehicle to a garage not expressly authorised by OK Rent a Car.
- Check if any of the occupants of your or the other vehicle need assistance and contact the emergency hotline.
- Mark the place with the emergency items found in the vehicle boot.
- Complete the accident report. Remember that if you do not do this you may be considered responsible and may be obliged to pay all damages caused.
- Immediately report the accident to our Customer Service department.
- In all cases, you must remember to collect the emergency items and place them inside the vehicle.
It is not authorised to hire a tow-truck on your own account. If you do this, you will be liable for the cost of the assistance and repair of damages to the vehicle.
- Do not start the vehicle under any circumstances.
- Contact Customer Service.
Yes, only the charging process will take longer.
- You cannot open it if you do not have the second key. In this case, contact our Customer Service.
- Remember if you damage the vehicle trying to open it (broken window, etc.) you must pay the repair costs yourself.
Check if the vehicle has RUNFLAT tyres. If this is the case, go to the nearest OK centre. Otherwise, contact our Customer Service.
Locate the vehicle in a safe and stable place.
Position the emergency triangle and put on the high-visibility vest.
Make sure the occupants have left the vehicle.
Remove any heavy weights from the boot.
Place the jack in its socket.
Remove the hubcaps where relevant and loosen the wheel screws.
Lift the vehicle and finish removing the screws.
Remove the flat tyre and put on the spare wheel
Adjust the screws in the spare wheel.
Remove the jack and, when the vehicle is on the ground, firmly tighten the screws.
Place the damaged wheel, tools and safety equipment in the vehicle boot.
*Note: If your vehicle is equipped with a tyre repair kit follow the User manual instructions you will find in the vehicle.
In this case, please contact our Customer Service. Remember if you push or tow the vehicle on the road to try to start it, it may be sanctioned by the competent authority. If damages are caused to the vehicle when performing any of the described interventions, you must pay their costs.
For more information please call +44 (0) 8435081118 or contact email@example.com