Garantía

Frequently asked questions

The following answers are only valid for the destinations of Gijón and Asturias airport. If you have any questions or comments about any other destination offered on our website, please contact us at info@hellorentacar.es or call us on +34 985 17 65 65. Remember you can check our general terms and conditions for more information on the website itself.

Questions about renting

What are the requirements for renting a vehicle?

To rent a vehicle with hello! Rentacar you need a valid Spanish driving license, which you must have had for at least two years, and a valid ID card with your current address. Payment is preferably made by credit or debit card Visa, Mastercard (except ECKarte) or American Express.


In the case of debit cards, you may be asked for a deposit (ranging from 900€ to 6000€ depending on the vehicle model). For more information, please see general terms and conditions.

At what age can I rent a car?

The minimum age is 19 for Group A-1 vehicles. For all other models, the minimum age requirement is 21 years old and with two years on your driving license.

Is there any cost to cancel a reservation?

No, not if the cancellation is made 48 hours before the pick-up date. However, we recommend that you consult the general terms and conditions of online booking (section on booking cancellation policy).

I have not received the booking confirmation e-mail, what should I do?

If it has been more than 24 hours since you made a reservation and you have not received our e-mail, it is most likely that it has been blocked by the anti-spam filter of your e-mail account. Check that our e-mail is not in the Spam, Junk or Junk Mail folder of your e-mail account. If our e-mail is in the Spam folder, make sure to configure your account so that it does not block e-mails coming from “hellorentacar.es ” and from the address info@hellorentacar.es. If our email is NOT in the Spam folder, contact us as soon as possible at info@hellorentacar.es and we will send it to you again, or if you wish you can also call us on +34 985 17 65 65.

Can I rent a car without a credit card?

Yes, with exceptions. Payment will need to be made on collection of the vehicle by credit card (Visa and MasterCard). Visa and MasterCard debit cards (except ECKarte) are also accepted. All other credit cards, such as American Express, are also accepted (please ask for conditions beforehand). The credit card holder must be present at the time of payment.

Why is it necessary for me to bring my credit card?

Unfortunately, credit and debit card fraud is common. By asking customers to bring the card specified in the reservation with them, we can reduce cases of fraud, which allows us to keep our prices low and competitive Please note that we prefer to accept Visa and Mastercard.

Can I rent a vehicle any day of the year and at any time?

Yes, although our booking engine does not allow you to make a reservation with online payment at any time of the year, this service is available through Hello Plus Services Rent. To do so, please call +34 985 17 65 65 or send an email to info@hellorentacar.es. The conditions are:


– 24 hours in advance and that the previous day does not coincide with a public holiday.
– If it is a public holiday and outside the timetable from 10am to 10pm, there will be an extra charge which will be our offer for that given time and will depend on the time and date. On 25 and 31 December after 10 a.m. there is no service.
– If it is a working day, but outside working hours, there will be a special supplement, the amount of which will be communicated in each reservation.

When can I return the vehicle?

The vehicle can be returned outside our office hours, at any time of the day, leaving the keys of the vehicle in the mailbox of the car parks where our offices are located, both in Oviedo and Gijón, as well as in the public car park at Asturias Airport.

In the case of extensions and modifications to the rental contract, it is necessary to contact our offices by telephone (+34 985 17 65 65 or +34 684 653 438) or send an e-mail to info@hellorentacar.es.

Can I drive outside Spain?

Yes, with hello! Rentacar, you can drive in any country which is part of the European Union, but you must request an authorization from hello! Rentacar. If you do not do so, all expenses arising from any incident will be at the expense of the renter, in all circumstances, including breakdowns, accidents involving the repatriation of vehicles and persons, as well as the repair of the rented vehicle. All costs will be at the expense of the renter and will be charged to the credit or debit card.

What happens if I ask for authorization to travel to an EU country and I have an incident?

With hello! Rentacar, once requested by the renter and with the authorization of hello! as soon as you leave for any EU country, you will be included in the international insurance cover, which includes 24-hour international assistance. In the case of a breakdown or accident, the repatriation of vehicle and persons is included. In no case is the replacement of the vehicle provided in international rentals.

Is there any additional cost for the international insurance that covers European Union countries?

Yes, it has a daily cost which depends on the model and group of each vehicle, ranging from 6€ to 14€ per day.

What is the difference between the packs offered in the online payment section?

There are three types of packs; Basic, Standard and Premium.

THE BASIC PACK. Including VAT and Taxes.

In this package, the extras are not included, and the customer has the option to buy them separately, with the exception of the franchise exemption and the franchise reduction which is NOT available for purchase in this pack. In this case, the excess is marked by each model or group of vehicle. The kilometres per day amount to 250 km with a maximum per contract of 2,500km.

Payment must always be made by credit or debit card, Visa or Mastercard, which are the most recognized in the market.

BASIC PACK
INCLUDED IN THE PRICE AND VAT  
– Seguro daños propios (CDW) con franquicia  
– Own damage insurance (CDW) with excess
– 24 hour Assistance Insurance in Spain
– Full to Full
– Kilometres per day: 250 Km (maximum per contract: 2,500km)
EXTRAS NOT INCLUDED
– Driver + Occupants Insurance
– Glass and Wheel Protection Insurance
– Vehicle Theft Insurance
– European International Assistance Insurance
– Reservation Cancellation Insurance
– Additional Driver
– Exemption from Excess
– Reduction of Excess
OBLIGATORY FORM OF PAYMENT 
– Credit/Debit Card (Visa or Mastercard)
STANDARD PACK. Including VAT and Taxes.

This package includes the reduction of the excess, Occupant Insurance and 24 Hour Assistance Insurance, as well as an additional driver. You have the option to purchase the extras that are not included, which are detailed in the Standard package. The  kilometres per day are 450 km with a maximum per rental contract of 4,500 km.

Payment must always be made by credit or debit card, Visa or Mastercard, which are the most recognized in the market.

STANDARD PACK
INCLUDED IN THE PRICE AND VAT  
– Own damage insurance (CDW) with REDUCED Excess
– Franchise reduction
– 24 hours Assistance Insurance in Spain
– Driver + Occupants Insurance
– Additional Driver
– Full to Full
– Kilometres per day: 450 Km (maximum per contract 4,500km) 
EXTRAS NOT INCLUDED
– Glass and Wheel Protection Insurance
– Vehicle Theft Insurance
– European International Assistance Insurance
– Reservation Cancellation Insurance
– Excess Waiver
OBLIGATORY FORM OF PAYMENT  
– Credit/Debit Card (Visa or Mastercard)
THE PREMIUM PACKAGE. Including VAT and Taxes.

This package includes Premium Plus Insurance. The km per day are 700 km with a maximum per rental contract of 7,000 km. The only extra not included is the International Assistance Insurance which can be purchased in the extras.

Payment must always be made by credit or debit card, Visa or Mastercard, which are the most recognized in the market.

PREMIUM PACK
INCLUDED IN THE PRICE AND VAT
– PREMIUM PLUS INSURANCE. Includes: Insurance for own damage to the vehicle and third parties, glass and nsurance, vehicle theft insurance, 24-hour Assistance Insurance and Occupant Insurance.
– Additional driver: 1
– Full to Full
– Kilometres per day: 700 km (maximum per contract 7,000 km)
EXTRAS NOT INCLUDED
– European International Assistance Insurance
OBLIGATORY FORM OF PAYMENT
– Credit/Debit Card (Visa or Mastercard)

What does the fully comprehensive insurance include?

The fully comprehensive insurance includes everything in the event of an accident, both damage to third parties and own damage, minus the excess for each model or rental group requested. For example, in the event that the own damage to a Seat Ibiza group vehicle is €3,000 and the excess is €390, you only have to pay the amount of the excess, i.e. €390.
There is the possibility of taking out a 100% comprehensive insurance policy without excess, so that in the event of an accident the vehicle’s own damage is covered 100%. But this insurance does not exclude negligence, however, in the general conditions of online contracting it is developed and clarified that it does not cover and that it covers 100% without excess.

What is the excess in a rental car?

The excess on a rental car refers to the maximum amount to be paid if the car suffers an accident or other type of damage. Thus, it is the financial responsibility for the rented car. You can find more information on our general terms and conditions page.

Is it cheaper to rent a car online?

Yes. On our website you can see that if you rent your car directly online you will benefit from discounts of up to 50%. So, we recommend that you take advantage of this and make your reservation directly online to get an even better price than if you rent your car directly at your destination.

Questions about hello! Rentacar

Where are the hello! Rentacar offices?

Tenemos oficinas en:

We have offices in:

  • Oviedo. At the Oviedo Renfe train station, located at the end of Uría street, in the very centre of the city. The client can leave the vehicle in the car park next to the office and in the station itself at any time of the day, 365 days a year.
  • Gijón. Located in the city centre, in the Fomento area next to the marina. The customer can leave the vehicle there at any time 365 days a year.
  • Asturias Airport. We are located just outside the airport facilities, but we give a very personalized service to the client in the public parking area, about 40 emetrs in front of the exit of the airport terminal. Upon arrival of the flight, we contact you by telephone to facilitate the collection of the car.

What are the opening hours of the offices?

Our office hours are Monday to Friday from 08:30 to 20:00, Saturdays from 09:00 to 13:00. Sundays and holidays from 10:00 to 12:30.

You can pick up the vehicle outside these hours at an additional cost (see terms and conditions).

How can I contact the office?

All enquiries are dealt with from our head office in Gijón. Any questions or doubts regarding your reservation will be resolved through the following telephone numbers:

+34 985 17 65 65 65 (Monday to Friday from 08:30 to 20:00 hours, Saturdays from 09:00 to 13:00 hours).

+34 985 17 65 65 65 or +34 630 98 15 75 (Sundays and holidays from 10:00 to 12:30).

You can collect the vehicle outside these hours by paying an additional cost (see online payment contract conditions) or consult us by calling +34 985 17 65 65 or +34 684 653 438.

Why can hello! Rentacar offer such competitive prices?

We are one of the largest car rental companies in Asturias and Galicia and we work directly with our customers through the internet, with a significant reduction in costs. This is reflected in our prices.

Questions about the vehicles

Can I choose a vehicle model?

Our rental system allows you to specify your preference for a certain model within the same group or category, but the final rental depends on the availability of that model. If this model is not available at the time of collection, it will be exchanged for another of the same category. If we do not have any vehicle of the selected category (B, C, C1, …) we will provide you with one of a higher category at no additional cost.

Remember that what we offer are groups of vehicles and there are several models, we never confirm a specific model in the online payment.

However, we will always try to do our best to meet your needs. Please do not hesitate to contact us if you would like to inform us of your preferences.

Why do I have to install the original accessories myself?

The installation of additional accessories will be carried out by the person renting the vehicle. The reason for this is that our insurance requires it, so that in the event of an incident resulting from incorrect installation of the accessories, the company cannot be held responsible for any damage caused.

What should I do in case of vehicle breakdown?

Our office staff will give you the roadside assistance telephone number to call when you pick up the rental contract and the insurance policy number that the insurance company will ask you for in the event of a breakdown. In principle, and always during office hours, before calling the insurance company you should contact hello! Rentacar on +34 985 17 65 65 or +34 677 665 768 to notify us of the incident. Our staff will give you instructions on how to proceed.

Questions about personal data

Is it safe to give hello! Rentacar my credit card details?

Absolutely. Our website works with a secure layer or SSL and complies with all international security standards.

How will my personal data be treated?

Only that which is necessary to process your booking. If you belong to the hello! Rentacar Club, we will use this to maintain your points account and offer you the best promotions and offers.

Can I have an invoice in the name of the company?

If you want the contract to be issued in the name of a company, you must indicate this before issuing the rental contract. The contract must be in the name of the company with all the tax details required by Spanish tax law. Once the contract has been signed, it will not be possible to change the invoice details as these are always linked.

I do not want to receive information or promotions from hello! Rentacar. How do I unsubscribe from your mailing list?

Simply write an email to info@hellorentacar.es and we will unsubscribe you from our system.