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FAQ

FREQUENTLY ASKED QUESTIONS

DOCUMENTS AND RENTAL CONDITIONS

What documents do I need to rent a car?

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.

WHAT AGE MUST I BE TO RENT A VEHICLE? AND HOW MANY YEARS MUST I HAVE HELD A DRIVING LICENCE FOR?

Drivers must be a minimum of 19 years of age, and have been holder of a driving license for at least 1 year, which must be valid throughout the rental period. They must also present a valid European identity card or Passport. There is a Young Driver supplement for drivers of between 19 and 25 years of age of €10 per day with a minimum of €24 and a maximum of €300.

WHEN WILL THE AMOUNT TAKEN FOR THE DEPOSIT BE UNBLOCKED?

The deposit will take between 14 and 31 days to be returned, depending on the bank.

IS THERE A MILEAGE LIMIT IN MY RENTAL?

The rental has mileage limited to 1,500km per rental in the Balearic Islands and 200km per day in Mainland Spain and Melilla.

WHAT FUEL POLICY IS APPLIED?

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 €24 plus the remaining litres until the tank is 100% full.

WHAT DEPOSIT MUST I LEAVE FOR MY RENTAL?

The deposit amount varies depending on vehicle category. The categories are divided in three groups:

Group 1: EBMR, MBMR, ECMR, MBAR, ECAR, EDMR, EDAR(€600)

Group 2: CDMR, CVMR, CWMR, CWAR, IBMR, HDMR, HDAR, IDMR,IVMR, CKMR, CDAR, CXMR, CXAR, IDAR, IVAR, SGMR, SGAR, MTMR, MTAR, ITMR, ETMR, CSAR (€750) (CFMR, CFAR, SDMR, FVMR, FVAR, FXMR, FXAR (€900)

Group 3: SDAR, CTMR (€1250) FWMR, FWAR (€1500) XDMR, XDAR, CTAR, SFMR, SFAR (€2500) SXAR (€3000) PFAR, XFAR, LXAR (€3500)

I WOULD LIKE TO BOOK THE CAR ON ONE ISLAND AND LEAVE IT ON ANOTHER. IS THAT POSSIBLE? IS THERE A SURCHARGE?

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.

CAN I TAKE THE CAR TO THE MAINLAND?

No, our insurance does not cover outside of the Balearic Islands. Only those cars hired on the Mainland can drive on the mainland.

CAN I DRIVE OUTSIDE OF SPAIN?

No, our insurance is only valid inside Spain.


Rental period

How long can I rent a car?

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.

How do you count the days of rental?

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.

What should I do to extend my reservation?

In the event you would like to extend your rental, you must contact our Customer Service department on 902 360 636 or reservas@okrentacar.es 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

How I can make my reservation on the web?

1. Enter the dates and collection and return points in the drop-down menu on our home page

2. Select the vehicle type you would like to rent.

3. Include recommended accessory features and additional extras in your booking.

4. Select the method of payment and enter your personal details to complete the booking.

How do I know my reservation is confirmed?

You will receive the Booking Receipt in the e-mail indicated when making the booking.

I made a reservation and I have not received any confirmation on my email.

Make sure you have entered a valid e-mail. Please, check your spam folder and contact Customer Service on 902 360 636 if you do not receive your Receipt.

Can I reserve a car for today?

Make your booking through the website and directly contact Customer Service to confirm pick-up of the vehicle.

Can I choose the type of car?

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.

How do I request an invoice for my reservation?

Please, send an e-mail to facturas@okrentacar.es indicating your tax details and booking no. We will send you the invoice shortly by e-mail.

Can I modify or cancel my reservation?

To change your booking, send an e-mail to reservas@okrentacar.es or contact Customer Service on 902 360 636 stating the details you would like to change. Cancellations must be made in writing to info@okrentacar.es. 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.

WHAT CLASS OF COVERAGE CAN I TAKE OUT TO RENT A CAR?

All the vehicles have Basic CDW Insurance, which includes basic insurance and civil liability, involving a damages excess, the value of which depends on the category of the vehicle hired and ranges between €600 and €4,000. You can remove the entire insurance excess by taking out the following optional coverage: “Excess Insurance” or “OK Premium Cover” which includes paint and bodywork, Wheel and windscreen, road assistance and excess insurance. Please, consult the General Conditions of Contract and, if you have any doubts, contact Customer Service.

WHERE DO I PICK UP THE VEHICLE?

We will indicate the pick-up place of the vehicle in the Booking Receipt.

DOES THE VEHICLE HAVE DOCUMENTATION? IS THERE ANY CHARGE IF I LOSE IT?

Yes, all vehicles have an authorised copy of the vehicle documentation. In the event of loss, a surcharge of €30 will be applied.

WHAT ARE THE OFFICE HOURS?

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.

DO I NEED TO BOOK THE BABY/CHILD SEAT AT THE TIME OF MAKING THE BOOKING?

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.

I AM INTERESTED IN RENTING A VEHICLE WITH A SLIDING ROOF. IS THAT POSSIBLE? WHAT IS THE COST?

Our fleet of vehicles has several models with sliding roof. This extra has a surcharge of €3/day. Please, include this option during the booking process to guarantee it will be available on your arrival.

WHAT SHOULD I DO IF I RECEIVE A FINE? IS THERE A SURCHARGE?

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.

DO I NEED TO MAKE A PREPAYMENT WHEN I BOOK THROUGH YOUR WEBSITE?

Yes, you must make a partial or total prepayment at the time of confirming the booking through our website.

WHEN I ARRIVE AT THE AIRPORT, HOW DO I GET TO YOUR OFFICES?

We have a minibus service, with free transfers every 4-6 minutes between the airport and our offices.

WHEN WILL I RECEIVE THE FUEL REFUND?

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.

WHAT MEANS OF PAYMENT DO YOU ACCEPT?

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.

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HOW CAN I USE MY PROMOTIONAL CODE?

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.

WHAT IS THE COOKIE POLICY?

The access to this website may involve the use of cookies, both on its pages and in the links or websites referred to by links. These devices are exclusively associated to a single user and their PC only using these details as a whole with the ultimate aim of improving the website. The user has the option of not receiving cookies or being informed of their fixing by their browser configuration to said effect. However, we take no responsibility for their deactivation hindering the correct operation of the page. For more information about our cookie policy, you can consult the “Cookies” section at the bottom of the website.

If you do not have the flight number, what can I do?

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.


Extras

Can I add an additional driver to my booking?

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 CONTRACT “ROAD ASSISTANCE” COVERAGE, WHAT IS THE COST OF THE TOW-TRUCK SERVICE?

If you do not have Road Assistance, the cost of the tow-truck service is €240.

I HAVE A BOOKING OUTSIDE OF OFFICE HOURS, IS THERE A SURCHARGE?

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 Priority Check-In for fast handover of vehicles with a charge of €12 per service (at origin) or of €18 (over-the-counter).

I NEED TO BOOK A SEAT FOR MY CHILD. WHAT TYPE OF SEATS DO YOU HAVE? HOW MUCH DO THEY COST?

We have baby and/or child seats for the following groups: group 0+ (0-13 kg), group 1 (9-18 kg) and group 3 (15-36 kg). This extra has an additional charge of €6/day, with a minimum cost of €9 and a maximum cost of €90.

I NEED A GPS. HOW MUCH DOES IT COST TO BOOK?

GPS has an additional charge of €6 per day, with a minimum amount of €12 and a maximum amount of €120

IS IT POSSIBLE TO RENT A DIESEL VEHICLE?

Booking a diesel vehicle has an additional charge of €3/day with a minimum amount of €9 and a maximum of €30.

I AM INTERESTED IN TAKING OUT COMPLETE COVERAGE WHEN I ARRIVE AT RENT A CAR. WHAT ARE MY OPTIONS?

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.

WHAT IS THE COST OF THE COMPLETE COVERAGE OK PREMIUM COVER?

The cost of the OK Premium Cover varies depending on the vehicle group selected.

Group 1: (Categories: EBMR, MBMR, ECMR, MBAR, EDMR, EDAR) 15 €/day with minimum amount €30 and maximum amount €195.95.

Group 2: (Categories: CDMR, CVMR, CWMR, IBMR, HDMR, IVMR, CKMR, CXMR, SGMR, MTMR, MTAR, ETMR, CFMR, CFAR, SFMR, FVMR, FXMR) €20/day with minimum amount €40 and maximum amount €295.95.

Group 3: (Categories: SDAR, CTMR, FWMR, XDAR, SFMR, SFAR, XFAR) €30/day with minimum amount €60 and maximum amount €495.95.

WHAT DOES THE EXCESS INSURANCE COVERAGE INCLUDE?

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.

HOW MUCH DOES THE EXCESS INSURANCE COVERAGE COST?

The cost of the Excess Insurance coverage varies depending on the vehicle group selected.

Group 1: (Categories: EBMR, MBMR, ECMR, MBAR, EDMR, EDAR) €10/day with a minimum amount €20 and maximum amount €145.95.

Group 2: (Categories: CDMR, CVMR, CWMR, IBMR, HDMR, IVMR, CKMR, CXMR, SGMR, MTMR, MTAR, ETMR, CFMR, CFAR, SFMR, FVMR, FXMR) €15/day with a minimum amount €30 and maximum amount €195.95.

Group 3: (Categories: SDAR, CTMR, FWMR, XDAR, SFMR, SFAR, XFAR) €25/day with minimum amount €50 and maximum amount €295.95.

WHAT DOES WHEEL AND WINDSCREEN COVERAGE INCLUDE?

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.

WHAT DOES WHEEL AND WINDSCREEN COVERAGE COST?

It costs €7/day with minimum amount of €16 and maximum amount of €80.

WHAT DOES ROAD ASSISTANCE COVERAGE COST?

The Road Assistance service costs €14 per rental. This price is applied to all vehicle categories.

Is it possible to pick up the car in the hotel? Is there an extra charge for this service?

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.


Payment

Should I bring a credit card?

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.

DOES THE CREDIT CARD MUST BE AT THE SAME NAME OF THE MAIN DRIVER?

Yes, the credit card must be at the name of the main driver.

I have no credit card, can I rent a car?

No. If you only have a debit card, you must choose to take out one of the following coverage options: OK Premium Cover, Excess Insurance, Wheel and Windscreen and Road Assistance, since it is only possible to block the deposit on a credit card.


Roadside assitance

WHAT DO I DO IF THE VEHICLE DOES NOT START?

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

WHAT DO I DO IF THE VEHICLE BREAKS-DOWN/HAS A FAULT OR A LIGHT COMES ON THE DASHBOARD?

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.

WHAT DO THE DASHBOARD LIGHTS MEAN?

Handbrake – Brake System
Alternator –Emissions anomaly
Brake pads – ABS
Coolant liquid temperature – Oil pressure
Assisted steering – Airbag
Safety belt – Automatic transmission
Particulate filter – ESP (electronic stability program)
Tyre pressure / flat tyre – Fuel level
Blown bulb – Ice on road
Stop & start not available – No windscreen cleaner fluid
Rest recommended – Main beam
Automatic headlamp – LDW (lane departure warning)
Cruise control – Blind spot assistance
Step on the brake (to get out of position P in automatic cars) – Fog lamps
Recommended gear

CAN I TAKE THE VEHICLE TO BE REPAIRED IN A NEARBY GARAGE?

Under no circumstances can you take the vehicle to a garage not expressly authorised by OK Rent a Car.

HOW TO ACT IF I HAVE AN ACCIDENT

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.

CAN I HIRE A TOW-TRUCK ON MY OWN ACCOUNT IN THE EVENT OF BREAK-DOWN OR ACCIDENT?

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.

WHAT SHOULD I DO IF I FILL THE CAR UP WITH THE WRONG FUEL?

Do not start the vehicle under any circumstances.
Contact Customer Service.

HOW CAN I OPEN THE VEHICLE IF I CLOSE IT WITH THE KEY INSIDE?

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.

WHAT DO I DO IF I GET A FLAT TYRE AND THE VEHICLE HAS NO SPARE WHEEL OR TYRE REPAIR KIT?

Check if the vehicle has RUNFLAT tyres. If this is the case, go to the nearest OK centre. Otherwise, contact our Customer Service.

HOW DO I CHANGE A WHEEL IF I GET A FLAT TYRE?

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.
*Nota: Si su vehículo está equipado con kit antipinchazos, siga las instrucciones del Manual de Usuario que encontrará en el vehículo.

HOW CAN I START THE VEHICLE IF THE BATTERY GOES FLAT?

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 contact us on: 902 360 636 or by e-mail: info@okrentacar.es