Q: FULL COVERAGE

Full Coverage works together with the rental agency’s basic insurance, namely civil liability insurance and third-party insurance, or your credit card insurance. If your rental vehicle is damaged or stolen there will be no associated costs for you, as IslandRent takes care of everything! What’s covered? Deductible/excess charge for damage; Deductible/excess charge for theft; Charges for repairs of the car’s body, undercarriage, tires, wheels, roof, windshield, windows, mirrors, locks, and hubcaps which are a result of a collision; Towing expenses; Taxi expenses directly related to the accident (excluding mechanical problems); Costs directly related to losing the key(s) to or locking oneself out of the rented car (e.g., fees for a locksmith or delivery of a spare key); Administrative fees relating to damage (excluding other administrative fees, for example, for traffic violations) and immobilization charges (charges to compensate the rental company for the loss of earnings while the car is being repaired). See the Full Coverage section of the Terms and Conditions to find out what is not covered by Coverage. How can I remove Full Coverage from my booking? When booking a car on our website, Full Coverage might be selected by default. If you prefer not to include Full Coverage for your rental, you can simply uncheck it. If you’d like to remove Full Coverage after the booking has been made, please contact our rental agency. Please note that Full Coverage cannot be removed after your rental’s pick-up time has passed. If cancellation of Full Coverage is requested after the pick-up time, you will not receive a refund. How can I add Full Coverage after booking? In order to add Full Coverage please contacte us.

Question 1

PAYMENTS AT THE RENTAL COUNTER

Accepted Answer

Will I have to leave a deposit or guarantee when I pick up the car?
Most rent-a-cars require a deposit for security reasons. However, IslandRent trusts you, and as such we do not ask for any deposit, or guarantee.
Can I rent a car if I do not have a credit card?
We trust you! As we mentioned before, our rentals don’t have a deposit or guarantee, so you don&#8217;t have to worry if you don&#8217;t have a credit card.
What is included in the price of the rental?
The price we propose already includes civil liability insurance, third party insurance, “Pick Up” and “Drop Off” to and from the airport, the basic cleaning fee and the value of VAT.
Will I have to pay for anything when I pick up my rental?
It depends on the product selected on our website. Currently, IslandRent has three types of payment:
1) Full Prepayment: you will pay the entire cost of the car rental online, including optional equipment and services, if you have decided to purchase them, e.g. GPS, child seats, additional driver, etc.
2) Partial Prepayment: At the time of booking, you will be required to pay part of the total cost plus the cost of Full Coverage, if purchased. At the car rental office you will have to pay the remaining amount.
3) Pay Later: At the time of booking you will only have to pay the cost of Full Coverage (if you have decided to purchase it) and then at the rental office you will have to pay the full cost of the rental.
You will find a list of the various items that make up the price in your booking confirmation email, so you will always know the exact amount to be paid when picking up the vehicle.
What currency should I use to pay for the car?
Payments at IslandRent can only be made in euros (EUR), either through our website or in person when picking up the vehicle at our rental agency.

Question 2

PAYMENTS ON OUR WEBSITE

Accepted Answer

What are the payment methods accepted by IslandRent?
The payment methods accepted by IslandRent are: credit cards, debit cards and MB Way.
Why has my payment been declined?
There are a number of reasons why your payment may have been declined. For example, you made a mistake when you were entering your payment details, there were insufficient funds on your card, or there is an issue with your card.  If your payment was declined, you could try again using a different card.
If you are unable to determine the reason your payment was declined or the problem persists, the best course of action is to contact your bank for more information.
Moreover, it isn’t mandatory to pay for your booking with the same credit card that you bring with you when you pick up the car.

Question 3

CHANGES

Accepted Answer

What happens if my flight is delayed or cancelled?
If your flight is delayed, it is your responsibility to contact us and inform us of the delay. Please note that if you do not arrive on time or do not inform us of the delay, your reservation will be automatically canceled and will be considered a no-show. Regarding the &#8220;grace period&#8221; (which means the additional time you are allowed in case of delay), this is between 1h30 to 2h00.
If your flight is cancelled, the first thing to do is contact us. We ask that you inform us of the cancellation of the flight before the agreed pick-up time, in order to keep the vehicle at your disposal so that you can collect it the next day. However, please note that in this case you will still have to pay for the first day as the vehicle has been reserved for you.
Furthermore, if your flight is delayed or cancelled, we advise you to contact the airline for information on the refund procedure. Please note that flight delays and cancellations are beyond our control, therefore IslandRent is not responsible for any issues or additional costs incurred due to airlines.
Can I pick up the car earlier than originally agreed?
If you contact IslandRent, we might be able to modify your booking so that you can pick up the rental earlier than originally agreed. If you do not contact us and instead go directly to the car rental provider, you might find that the car is not yet available, that the rental office is closed, or that they’re busy with another customer who was scheduled to come in before you. For these reasons, you might have to wait until the original pick-up time.
If I modify my booking, will the price change?
This depends on the type of request you make, the availability of the various categories of vehicles, pick-up and drop-off times, and the prices in effect when you make the change. Upon modifying a booking, IslandRent always works with the prices available at the moment when the changes are requested.
The modification to your booking may not be guaranteed, especially if you request it less than 48 hours before your original pick-up time. If a last-minute modification can not be fulfilled and it results in your reservation being canceled, your prepayment will not be refunded. In this case, you will only be refunded the cost of Full Coverage if purchased.
How do I update the details of my reservation?
If you wish to change your booking details, we recommend that you contact us directly.
You can update details such as the main driver’s name and surname, the rental dates, and the category of the car. You can also add extras or various insurance policies. We will evaluate your request, check if the requested changes are possible or available, update your booking, and inform you about the updates in a confirmation email.
If you want to modify your reservation after picking up the car, you will need to contact us.
Can I upgrade my car?
Yes, it is usually possible to upgrade the car you have booked. You can either upgrade your car in advance by contacting IslandRent, in which case they will send you information on the available classes and pricing, or you can upgrade upon arriving at the rental agency, in which case we’ll give you the information about costs and availability.

Question 4

CANCELLATION

Accepted Answer

How do I cancel my booking? Is there a fee if I need to cancel my reservation?
In order to cancel your booking, please contact us.
If the reason for cancellation is a change of flight or other plans, we can offer you the possibility of modifying your booking’s dates and times.
If you contact us after the rental period has already begun, no booking-related payments are refundable.

Question 5

CONFIRMATION AND IMPORTANT INFORMATION

Accepted Answer

Where can I find the car rental terms and conditions?
Please check our car rental terms and conditions on our website page.
How are the rental days counted?
The rental days are counted in sets of 24 hours starting from the moment you pick up your car.
What insurance policies does the vehicle I rent have?
If you choose not to purchase Full Coverage or any insurance directly from IslandRent, your rental car will only have civil liability insurance and third-party insurance. This means that in the event of any damages, you will be responsible up to the amount of the franchise deductible.
Am I going to get the exact vehicle that I booked?
We cannot guarantee that you will receive the specific model of car, due to damage to the vehicle or necessary maintenance, but if the selected vehicle changes, you will receive a vehicle of the same or higher category. We can guarantee the type of fuel, the number of passenger seats in the vehicle, and the approximate amount of luggage space available.
How should I proceed to pick up the vehicle?
Because we don&#8217;t want you to wait in long lines at the airport and for your convenience, we provide a transfer to our facilities, where you can pick up your vehicle.
We also offer transfer:

Ponta Delgada City Center -> IslandRent® – free transfer;
Outside Ponta Delgada city center -> IslandRent® will always have a fixed transfer cost of €25.00.

For &#8220;Pick Up&#8221; and &#8220;Drop Off&#8221; services between 20:00 and 9:00, there will be an additional cost of €15.00 per &#8220;out-of-hours&#8221; service.
Which documents must I show in order to pick up the vehicle?
We only ask for your ID card or passport, valid driver’s license, a debit/credit card in the name of the main driver and a booking voucher. We value the privacy of your data and, as such, we strictly follow the General Data Protection Regulation.
If I forget any of the ID documents, can I still rent the vehicle?
Unfortunately, in that case you won’t be able to rent it. Additionally, IslandRent will not be able to refund any amount that has already been paid.
Why have I not received confirmation of my booking?
You can check the status of your booking at any time by visiting the My Booking section. You will automatically receive a link to this page after you make a booking on our site.
If your booking status says “Confirmed,” but you have not received a confirmation email from us, there are a couple of steps you can take. First, refresh and double-check your inbox. If the confirmation email still has not arrived, check your spam folder.
If after doing this, you still are not able to locate your booking confirmation email, please contact ous and we will be happy to assist you!

Question 6

FULL COVERAGE

Accepted Answer

Full Coverage works together with the rental agency&#8217;s basic insurance, namely civil liability insurance and third-party insurance, or your credit card insurance.
If your rental vehicle is damaged or stolen there will be no associated costs for you, as IslandRent takes care of everything!
What&#8217;s covered?

Deductible/excess charge for damage;
Deductible/excess charge for theft;
Charges for repairs of the car’s body, undercarriage, tires, wheels, roof, windshield, windows, mirrors, locks, and hubcaps which are a result of a collision;
Towing expenses;
Taxi expenses directly related to the accident (excluding mechanical problems);
Costs directly related to losing the key(s) to or locking oneself out of the rented car (e.g., fees for a locksmith or delivery of a spare key);
Administrative fees relating to damage (excluding other administrative fees, for example, for traffic violations) and immobilization charges (charges to compensate the rental company for the loss of earnings while the car is being repaired).

See the Full Coverage section of the Terms and Conditions to find out what is not covered by Coverage.
How can I remove Full Coverage from my booking?
When booking a car on our website, Full Coverage might be selected by default. If you prefer not to include Full Coverage for your rental, you can simply uncheck it.
If you’d like to remove Full Coverage after the booking has been made, please contact our rental agency. Please note that Full Coverage cannot be removed after your rental’s pick-up time has passed. If cancellation of Full Coverage is requested after the pick-up time, you will not receive a refund.
How can I add Full Coverage after booking?
In order to add Full Coverage please contacte us.

Question 7

OTHER COVERAGES

Accepted Answer

What is a Collision Damage Waiver?
A Collision Damage Waiver (CDW) is a waiver that limits the customer’s responsibility during the rental period and sets the maximum amount of money the customer will have to pay for potential damages. If you want to include CDW in your rental contract, you will need to inform it when you make your reservation or when picking up the vehicle.
What is the franchise deductible and what is it for?
The franchise deductible is the maximum value that you might have to pay in case you damage the rented vehicle.
If you return the vehicle with new damage, we’ll charge the fixed amount of the repair, as well as vehicle downtime fees, which may reach the maximum amount of the franchise deductible.
In cases of negligence, any coverage purchased is void and the customer will be responsible for paying the entire repair (as well as vehicle downtime fees). The amount of the franchise deductible varies according to the booking group.
What is the value of the franchise block or deposit?
We don’t have a franchise or deposit blocking amount. If upon return of the vehicle we witness damages, the appropriate amount of repair costs will be charged, if you have opted for one of our insurances.

Question 8

ONE WAY RENTALS, LONG TERM RENTALS AND OUT OF HOURS

Accepted Answer

Can I drop off my car at a different location?
Usually this is not allowed, as the “Pick up” and “Drop Off” from and to the airport is included in the rental price. However, in case of extreme need, you can contact us in order to inform us where you would like to return the vehicle, to which a travel fee is applied, and if it’s outside the perimeter of the city of Ponta Delgada, has the value of €25.
What is the maximum period of rental?
The national legislation limits the length of rental contracts, restricting them to 28 days or to a full calendar month. If you would like a longer rental period, it’s possible to make two or more separate bookings. However, this would require you to return to the pick-up location to drop off your car after the first contract ends and sign a new rental contract.
Do I have to pay for toll roads?
No, as there are no tolls on the island of São Miguel. You can drive around without worrying about it!

Question 9

KILOMETERS AND FUEL POLICIES

Accepted Answer

Are there any kilometer limits on rentals?
No, IslandRent offers unlimited kilometres.
Can I return the vehicle with no fuel?
For your convenience, our vehicles are delivered with a full tank, so you must return it in the same way. In cases of non-compliance, fuel charges may apply.
How can I know which kind of fuel the vehicle I rented consumes?
All of our vehicles have the kind of fuel they require marked on their fuel tank lid. In case you make a mistake, stop the vehicle immediately and contact IslandRent’s customer service. This is considered a negligent action and can nullify whatever insurance you have obtained.
How do you calculate the price of the missing fuel?
The fuel calculation will depend on the following factors: the market price of fuel, fuel tank capacity, and fuel type. Additionally, there is a refueling fee of €20.00.
Cost of missing fuel = (Market price of fuel x Quantity of fuel needed to fill the tank) + Refueling fee.

Question 10

DRIVER REQUIREMENTS

Accepted Answer

Why do I need to provide my flight number?
The flight number is required so that we can track your arrival time, as we pick you up at the airport. If we do not have your flight number, we may not know the exact time of your arrival or if there is a flight delay.
Will I need my passport to pick up the vehicle?
In general, the requirements for renting a car are the same as the requirements for entering the country. If your passport is required to enter Portugal, it will also be required to rent a vehicle.
If you come from a country of the European Union, the national identity card or any other identification document is enough.
Please note that you will need your original identification document, not a photocopy.
What is the minimum age of the driver and how long do I need to have held my driver&#8217;s license in order to rent a car?
The driver must be, at least, 18 years old and must have a driver’s license.
Can another person drive the vehicle?
Yes, we will only need the additional driver&#8217;s details to include them in the rental contract. The additional driver must have a valid driver&#8217;s license that meets the same requirements as the main driver&#8217;s license. All rules for the main driver also apply to the additional driver.
The additional driver must be present when picking up the car together with the main driver to sign the rental contract. If the additional driver cannot be present, they, along with the main driver, can visit the same car rental office at a later time to sign the contract. For insurance purposes, a single fee of €5.00 will be charged to add the additional driver. If you wish to add an extra driver, you must formalize the request at the time of vehicle pickup.
Can I rent a vehicle with a driver’s license issued in a foreign country?

Yes, we accept foreign driving licences, provided they are valid in Portugal under the International Road Traffic Conventions (Geneva 1949 or Vienna 1968), bilateral agreements, or Decree-Law No. 46/2022 (OECD and CPLP countries).
If the licence is not in Portuguese, French, English or Spanish, a certified translation or International Driving Permit (IDP) is required.
Licences from the following countries/territories are not accepted: Anguilla, Antigua, Bermuda, China, North Korea, Dominica, Eritrea, Ethiopia, Guinea-Bissau, Equatorial Guinea, Cayman Islands, Cook Islands, Virgin Islands, US Virgin Islands, Montserrat, Palestine, Western Sahara, Saint Kitts and Nevis, Timor-Leste, Tonga.
Information based on ARAC Informative Circular No. 249 and Decree-Law No. 46/2022. Subject to change.

Question 11

AFTER LIFTING

Accepted Answer

How do I file a claim?
To file a claim, visit the My Booking section and click the button &#8220;File a Claim&#8221; within 28 days of dropping off the car.
It is important to read the Terms and Conditions thoroughly prior to filling out the claim.
Claims will be reviewed and a decision will be made within 28 calendar days from the date the claims were received depending on the level of difficulty of the case.
What happens if I get a speeding ticket or other fines during my rental period?
You are responsible for any tickets or fines that you receive during your rental period.
Sometimes it can take up to 1 year for the rental agency to be notified about the infraction. IslandRent is responsible for informing the authorities about the driver&#8217;s data and they proceed to send the fine to the customer in question. The rental company, however, is always required to provide proof that the fine was issued.
If I am stopped by the authorities (stop operation) what documents should I present?
You should show the driver’s license, the green insurance sheet and the declaration of the vehicle circulation. The authorities might request the periodic inspection sheet. All the mentioned documents are inside the vehicle’s glove compartment. In the event of document loss, a €30.00 fee will apply, as detailed on the additional services page.
Can I request an invoice on behalf of myself or the company?
Yes, however, you will have to request the invoice when booking the vehicle.
In case you have made your booking on a channel other than the IslandRent website, this request is the sole responsibility of that channel, as the payment was made to this entity, and IslandRent won’t be able to issue any official document for this purpose.

Question 12

DURING AND RETURN OF YOUR RENTAL

Accepted Answer

What should I do if I have a breakdown/problem with the vehicle?
If you detect any damage in your rented vehicle, you should immediately contact our customer service, so that we can solve the problem as quickly as possible.
If there is an act of negligence on the part of the customer, travel fees may apply.
How should I proceed in case of an accident?
Try to remain calm. If any passenger was injured, immediately call an ambulance. You should call the police authorities so they can register the event (in a paper called Auto de Ocorrência). You should then fill an amiable declaration of accident (Declaração Amigável de Acidente Automóvel, or DAAA) with other drivers involved in the accident, according to local laws.
You should report the accident to IslandRent and give us both the Auto de Ocorrência and the DAAA.
Not reporting to us the accident and/or not filling and signing the DAAA is considered a negligent action. In that case you will have to pay all of the costs of the accident.
What will I have to pay in case of damage?
If, during the rental of the car, new damage occurs, which is your responsibility, you will be charged the amount corresponding to its repair up to the maximum amount of the deductible. Acts of negligence invalidate any coverage purchased, leaving the customer liable for damages up to the total value of the vehicle (commercial value on the date of coverage).
What do I do in case of breakdown, loss or theft of the car key?
Contact us immediately. We can travel to the location to deliver you a spare key, subject to the applicable travel fee.
Losing or breaking the key is considered negligent and you will be charged for the replacement cost, as outlined in the vehicle damage page.
How do I return my rental car?
The vehicle is delivered in our rental agency, where we will then leave you at the airport. As mentioned before, the amount relating to the “Pick up” and “Drop Off” to and from the airport is included in the rental price.
Is it necessary to clean the vehicle before returning it?
You don’t want to give you this trouble, you can leave the cleaning to us! However, in case the seats are too dirty (e.g. with grease stains) cleaning fees may apply.
If I return the vehicle before the agreed date, will I be reimbursed?
The rental period is established in the contract, so there will be no refund if you return the vehicle earlier than agreed.
Can I return the car later than my original drop-off time?
If you can not return your car at the agreed drop-off time, the first thing to do is to inform IslandRent. If you will be arriving just an hour or two after the original drop-off time, it might be possible to drop off the car later than originally agreed. However, in this case, you will be charged for a full extra day. If you are more than two hours late or do not give prior notice to the rental company, you will be charged for one more day and might also be charged a fee for failing to return the car at the originally scheduled time.
I want to extend the rental. How should I proceed?
Just give us a call and we’ll check our availability. You can leave the rest with us!
Can I pick up and/or drop off the car outside of the office’s business hours?
Yes, it is possible, however an out-of-hours service fee of €15 is applied between 8pm and 9am.

Frequently asked questions