FAQ’s
01 – My driving license has been stolen. Can I optionally presente a police report in order to be able to pick up the vehicle?
In order to pick up the vehicle, a DVLA (Driver and Vehicle Licensing Agency) form attesting that you have submitted an application for a new driving licence must be presented.
02 – In addition to the basic price of the car rental, are there any other costs?
There may be if you decide to sign up for an additional product that was not originally included in your reservation (additional excess reduction products, baby/child seat, GPS, insurance to Spain, Road tax)
03 – Can the car i rented be driven by anyone, other than me?
No, on way reservation, only the person named in the rental agreement may drive the vehicle. However, if you want to include another driver, you can request the inclusion of an additional driver at the beginning of the rental, the presence of this driver at the location to present the required documents is mandatory. This service will have an additional cost of 15€ for rental agreement. Can i return the car later then the time stated in the contract?
04 – Can i return the car later then the time stated in the contract?
If you return the vehicle outside the expected period of the end of the contract, with a tolerance of 2 hour, you will be charged an additional daily amount based on the daily rate value in the initial contract, to be consulted at the counter (this amount also includes the additional value of all extras purchased ate the beginning of the contract).
05 – My contract includes several additional products when i extend the contract, does the additional value only consist of the daily price of the car?
The extension of the contract presupposes its extension with respect to the rental of the vehicle as well as the services and conditions initially contracted. If you wish to change any of the contracted conditions or services, you will need to sign a new rental agreement, and to do so, go to any of our offices.
06 – Is a specific driving licence required to drive a van?
No, only a car driving license is required.
07 – Can i choose a specific make or model of car in advance?
All bookings ar made to a group of vehicles with several similar models. Therefore, within the selected group, the vehicle that is currently available at the station will be available.
08 – Can the value of the excess be reduced to 0€?
Yes, if you purchase additional protection products, such as the Super CDW, RTW or Total cover. However, a credit card guarantee must be left in the driver’s name of between 750€ and 2.500€, depending on the vehicle selected. The values of extras can vary between 11.50€ and 29€ per day.
Glass, locks and wheel protection, TGW, costs 4€/day.
The limitations of liability do not apply in cases of violation of the rules of use of the vehicle, wilful or negligente conduct, non-compliance with the highway code or whenever the situations giving to liability occur when the Car is not driven by the Customer or by na Authorised Driver.
09 – What payment methods are accepted by Locauto?
The payment methods accepted by Locauto are: debit card, MBWAY or credit card (valid for at least 60 days after the end of the booking). Payments by cheque are not accepted.
A credit card in the name of the main driver is always required for fuel deposits or excesses.
10 – Can the payment/deposit be made at a diferente station from the pick-up location?
Yes, the payment/deposit can be made any Locauto office.
11 – Can i return the vehicle outside the opening hours of the office?
Yes, upon payment of a service costing 25€.
12 – What is the minimum age for renting a car from Locauto?
The minimum age for driving a Locauto vehicle is 23 and you must have had a license for more than 2 years An extra charge can be paid, per young driver, for vehicles from group A to group F, between 7.5€ and 15€ per day.
13 – Is there any service for delivering vehicles to and picking vehicles up from locations other than Locauto offices?
Deliveries and pick-ups, inside or outsider the city limits of the cities where Locauto is represented, can be arranged upon request at the time of booking, but are always subject to confirmation. The deliveries and collections have additional costs per service.
14 – How should i proceed if i decide to change/cancel and request a refund for my reservation?
You should inform us via the telephone number 00351 282 417 148 or by email to rentacar@locauto.pt .
15 – How can i get a copy of my invoice?
You may request a copy of your invoice by sending na email to secretariado@locauto.pt indicating the reservation, voucher or contract number.
16 – How can i make a complaint?
You can present your complaint by email to the Customer Support department (rentacar@locauto.pt) who can analyse and clarify any issues.
17 – How does Locauto protect my personal information and my credit card information online?
You can read our privacy policy, which is always updated, on our website www.locauto.pt
18 – How will i know that my online booking has been confirmed?
You should receive a confirmation email at the email address provided ate the time of booking. If this doesn’t happen, please contact our Reservations Center (tel.: 00351 282 417 148) or send na email to rentacar@locauto.pt
19 – Where can i rent commercial vehicles?
You can rent commercial vehicles at any Locauto offices.
20 – I have made a reservation through the Locauto online portal and i want to change its terms: i wish, for exemple, to add two days to the rental and/or to subscribe na extra product. How should i proceed?
If you need to change the terms of the reservation, you must cancel the reservation made online (through the website or reservation centre), at least 48 hours in advance, and the amount paid will be refunded. You must then make a new reservation with the changes you deem necessary and proceed with the payment.
Please be advised that, if cancellation is not made at the minimum time mentioned, the booking costs will be charged.
21 – Do i have a limit on the number of kilometers that i can drive during my rental?
Yes, for monthly rentals.
22 – Can i extend the rental agreement by telephone?
No. Extensions can only be made in person at any of our offices, and not only at the place where the contract was signed.
The rental agreement grants a grace period of 2-hour. After this period, the additional amount due for the rental corresponds to 24-hour periods of the prevailing.
23 – The date scheduled in the agreement to return the vehicle has expired, how should i proceed?
The rental agreement must always be updated. If you wish to extend the rental contract, you should go to any of our offices in order to rectify this, giving at least a 24-hour notice.
24 – I have an internet payment contract, through a tour operator, can i extend the contract directly with Locauto, taking advantage of the same tariff that was applied for the initial payment?
For this purpose, you should contact the tour operator with whom you booked directly.
25 – I made the reservation online with a tour operator, can i cancel the reservation directly with Locauto?
The reservation can only be cancelled with the tour operator, so cancellation is subject to cancellation and refunds policies agreed upon with that entity.
26 – Can i drop the vehicle off at an office other than the one where i picked it up?
Yes, but an additional travel fee (one way national) may be charged, depending on the places of origin and destination of the trip, where the destination office is in a different region from the initial one. You should request the applicable information on your particular contract at the time of picking up the vehicle, or when making your reservation.
27 – I don’t have a credit card, can i use a debit card for a deposit?
Yes, but it depends on the card issuer’s usage policy.
28 – I have already made a reservation, but i don’t have credit card. Can i use a family member’s credit card?
Yes, as long as the holder is present and authorizes the use of the document in writing.
29 – I am going to rent a car with Locauto, how do i pay the tolls?
The Toll Service is purchased at the beginning of the rental contract and is legally required in Portugal. It allows you to pay for all toll roads in Portugal, including those with electronic tolls.
This service will be activated whenever the customer requests it or in case of use. You will only be charged for the number of days you see it (1.50€/day, maximum 15€, plus the respective tolls, maximum 10 days – 1 day is considered to be between 00h00 and 23h59).
30 – I signed up for the Via Verde service. Do i have access to all associated services, such as, for exemple, payment for car parks or refuelling?
No. Locauto vehicles are equipped with a Via Verde device solely and exclusively for the Toll Service.
31 – I didn’t sign up for the Locauto toll service. Can i do so in the middle of the contract?
Yes, just contact the office where the contract began.
32 – I had an accident with the rented vehicle, how should i proceed?
Firstly, check wether i tis necessary to provide assistance to any of the parties involved, and cal the appropriate means through the emergency number 112. You should complete th European accident statement provided with the contract documentation, paying attention to complete it properly. It is importante that all fields are fully completed and that the statement is signed by the parties involved in the claim, so that it can be claimed from the insurance company. The competente authorities should be called upon to prepare a police report and the nearest Locauto station was contacted.
In both cases, the driver must presente all documentation relating to the accident in his/her possession at a Locauto station. A contact email address should also be left in the rental contract so that the information regarding the completion of the process may be sent more expeditiously.
33 – Is it necessary to wash and refuel the vehicle before droping it off?
Yes, the car must be returned in the same condition as it was picked up. All necessary information is on the status sheet/contracta t the beginning of the contract. Failure to comply will result in additional costs.
All out vehicles are delivered to the Customer with a minimum fuel tank of ¼ and they must be delivered under the same conditions. If it isn’t delivered under these same conditions, we will provide the refuelling service, charging the value of the fuel and the prevailing filing rate.
In the case of washing, there may be na additional cost in accordance with the following criteria:
– 1 – 25€ – Vehicles that are unusually dirty due to, for exemple:
Leftover food, bottles, garbage, papers, nappies, dog hair and sand only one seat.
– 2 – 50€ – The same damage as referred to under item 1+ unusually dirty bodywork (due to, for exemple, mud).
– 3 – 90€ – Stains on the seats, dog hairs and sando n more than one seat or in the luggage compartment.
34 – I need to refuel the car, what fuel should i use?
You should check this information on the fuel filler cap. If, exceptionally is not afflixed, you should contact us, so we can check on our system.
35 – I filled the vehicle up with the wrong fuel. What should i do?
If you have filled the vehicle up with incorrect fuel, you should immediately stop the vehicle and call the nearest Locauto office.
Please note that failure to stop the car may result in mechanical problems and additional costs, which will be the sole responsability of the customer.
Incorrect refueling will give rise to the following additional costs:
– 300€ + IVA relating to the cleaning of the fuel tank
– Value of a full tank (value variable depending on fuel and vehicle used)
36 – Can i Smoke inside Locauto vehicles?
You cannot Smoke inside Locauto vehicles.
Any evidence of such conduct collected on the vehicle determines the payment of a penalty by the Customer (150€).