Frequently Asked Questions (FAQ)
Bookings & Payments
1. How can I make a booking?
You can book your vehicle very easily: by sending an email to info@arcrentacar.pt, through the form on our website, or directly via Phone/WhatsApp (+351 968 059 412). We will reply as quickly as possible!
2. What documents do I need to collect the car?
At the time of delivery, you will need to present three valid documents: your Identification Document (Passport or ID Card), your Driving Licence, and a Credit Card in the main driver’s name.
3. What payment methods are accepted, and is a credit card mandatory?
We accept MasterCard or Visa credit cards. Yes, a credit card in the main driver’s name is mandatory for the security deposit.
Please note: We do not accept American Express cards, nor virtual, prepaid or top-up cards (such as Revolut, etc.) in mobile format.
4. I am arriving at Faro Airport. How does the vehicle delivery work?
If your pick-up is at Faro Airport, please inform us of your flight number at least 3 days in advance. We will monitor your flight to ensure we are waiting for you upon arrival, without delays!
Age & Driving Experience
1. What is the minimum and maximum age to rent?
You can rent with us if you are between 24 and 75 years old.
2. I am between 21 and 23 years old. Can I drive?
Yes, you can! As long as you have held your driving licence for at least 2 years. However, an additional “Young Driver Surcharge” will be applied to the rental cost. For safety reasons, we do not rent vehicles to anyone under 21 or to drivers who have held their licence for less than 2 years.
3. Can I add additional drivers to the contract?
Absolutely! The car can be driven by the main driver and any additional drivers we register on the contract. It is very important to respect this rule, because if the car is driven by an unauthorised person, the insurance becomes completely void.
During the Journey (Rules & Tolls)
1. How do tolls and the Via Verde transponder work?
For your convenience, our cars are equipped with a Via Verde transponder. This service has a fixed activation fee of €18.50 per rental. This way, you don’t have to stop at tolls, and the exact amount you spend will be charged later to your credit card. If you use electronic toll roads without having activated the Via Verde service, the administrative fee will be charged along with the toll amount.
2. Can I extend the rental or return the vehicle at a different time?
Should you need to extend your rental, we kindly ask that you do so in person at our offices. The extension includes the daily rate for the vehicle and any contracted extras. If you return the vehicle after the time stipulated in the contract without prior notice, an extra day’s rental will be charged.
3. Can I smoke in the car?
To ensure the well-being of all our friends and clients, and to keep the fleet sanitised, smoking is not permitted inside the vehicles. In case of non-compliance, a cleaning fee of €150 will be charged.
Accidents, Insurance & Damages
1. What should I do in the event of an accident or breakdown?
Your safety is our priority! We have 24-hour roadside assistance. In the event of an accident, call the authorities immediately (112) and then call us (+351 968 059 412). It is mandatory to fill in the European Accident Statement (we have a translation guide in the glovebox) and obtain the police report. Without this statement, the driver will assume full responsibility for the damages.
2. Does the insurance cover all damages to the car?
The amount payable in case of damage depends on the protection option you choose (CDW, SCDW, or SCDW Plus). However, if the accident results from driving under the influence of alcohol, psychotropic substances, or negligence, no insurance will cover the damages, and the driver will be fully responsible for the repair. In any accident, regardless of the insurance, there is a €100 administrative fee associated with process management and the police report.
3. What is considered Negligence?
Examples of negligence (not covered by any insurance) include: burning the clutch, driving off-road (unpaved roads), parking on high curbs, losing/damaging the car key, putting in the wrong type of fuel, ignoring traffic lights or STOP signs, driving on the wrong side of the road/wrong way, among other negligent situations.
4. Do I need to wash and refuel the car before returning it?
Yes. The vehicle must be returned in the same condition of cleanliness as it was delivered to you. As for fuel, you must return it at the same level as you received it. If you return it with less fuel, we will charge the difference (at a higher rate than the petrol stations). If you bring back more fuel, there will be no refund.
Extras, Travel & Useful Tips
1. Can I travel to Spain with the car?
Yes, it is possible to drive to Spain, but it requires prior authorisation from us. Spain Insurance costs €50 per rental and includes 1000 km.
Please note: if you travel to Spain without this authorisation and specific insurance, you will be charged the excess amount, and the standard insurance becomes void.
2. Do you provide baby seats or child booster seats?
Yes, the safety of the little ones is essential! We provide baby seats and age-appropriate booster seats for a fee of €5 per day (with a maximum limit of €50 per rental). We recommend adding this extra at the time of booking so we can guarantee its availability.
3. Does the rental have a mileage limit?
Our mileage policy is designed to give you the greatest possible freedom, depending on the duration of your rental:
1-day rental: 250 km limit.
2-day rental: 500 km limit.
3 or more days rental: Unlimited Mileage! You can explore the Algarve at your leisure and without worries.
4. Is it guaranteed that I will receive the exact make and model in the photo?
When booking, you are renting a vehicle from a specific category (Group A, Group C, etc.). We always guarantee the characteristics of that group (number of seats, transmission type, air conditioning), but the specific vehicle model will depend on our fleet’s availability on the day of delivery. If you have a preference, let us know, and we will do our best to accommodate it!
5. What happens if my flight to Faro is delayed?
Don’t worry! That is exactly why we ask for your flight number at the time of booking. Our team monitors arrivals in real-time. If your flight is delayed, we will know and will still be waiting to deliver your car, hassle-free.
6. How can I cancel or change my booking?
We know that unforeseen events happen. If you need to change dates or cancel your booking, we ask that you contact us by email or phone as far in advance as possible, so we can adjust our fleet.
7. Can I cancel my booking?
We understand that unexpected things happen. If you need to cancel your booking up to 48 hours before the start of the rental, no fee will be charged. However, for cancellations made less than 48 hours before vehicle delivery, the deposit amount will not be refunded. We ask that you always notify us as early as possible!
