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FAQ

Can I extend the rental agreement by telephone?  

No. Extensions can only be made in person at any of our stations, and not only at the place where the contract was signed. 
The rental agreement grants a grace period of 29 minutes. The additional amount due for the rental corresponds to 24-hour periods of the prevailing National Public Rates, which usually has a value higher than the one contracted initially.

The date scheduled in the agreement to return the vehicle has expired, how should I proceed?

The rental agreement must always be updated. If the scheduled date of return of the vehicle has passed, you should go to any of our stations in order to rectify this.

I have an internet payment contract through a tour operator, can I extend the contract directly with Guerin, taking advantage of the same tariff that was applied for the initial payment? 

No, for this purpose you should contact the tour operator with whom you originally booked. If it is not possible to extend your rental through the tour operator, the additional amount charged by Guerin will be the one shown in the public tariff table in force. 
You can also check the prices we have on our website and make a new booking. 

What is the difference between an excess and a deposit?

The excess is the driver's liability to Guerin in the event of damage to or theft of the hire car. You can purchase one of Guerin's protection products which allows you to reduce this excess to €0 or limit your liability to a maximum amount of €300 or €600 depending on the rental car. 

The deposit is a mandatory security deposit that must be held on a physical credit card in the name of the booking holder, which can be used in the event of a charge for additional extras. If no such charge is made, the deposit amount is automatically cancelled at the end of the contract. If you add one of the protection packs, the amount to be blocked on the credit card will be 50% of the vehicle's excess. 

I made the reservation online with a tour operator, can I cancel the reservation directly with Guerin?

The reservation can only be cancelled with the tour operator that received the respective payment, so cancellation is subject to cancellation and refunds policies agreed upon with that entity.

I am seeing prices for car rental on the internet (outside the Guerin website or via a broker), however I would prefer to rent directly from Guerin, can I make the reservation with you?

Yes, you can book directly with Guerin. You can consult the website: www.guerin.pt or go to one of our stations for more information.  

Can I drop the vehicle off at an office other than the one where I picked it up?

Yes, but an additional travel fee between 40€ and 150€ (one way national) can 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.

I do not have a credit card, can I use a debit card for a deposit?

No, Guerin only accepts physical credit cards, in the name of the rental contract holder and valid for at least 1 month after the end of the contract, for excess and/or security deposit purposes. 

Can I use a credit card other than the one used for payment on your website when I pick up the car?

Yes, you can, as long as the holder of the physical credit card is the main driver and it is valid for at least 30 days after the contract is closed. 

In reservations made on the GUERIN website it is necessary to present a credit card, however, I do not have a credit card. Can I ask a family member to lend me their credit card, even if they are not designated as a driver?

No. When picking up the vehicle, you will need to present a valid physical credit card, in the driver's name and valid for up to 30 days after the date on which the contract is due to be finalised. The card will be used to make the security deposit.  

When I booked through your website, I used a credit card but I want the rental fee to be charged to a different credit card. Is this possible?

No. The credit card presented at the time of the online booking by the Driver will be the credit card to which the rental fee will be charged.

I do not have a credit card. Can I use a virtual / digital credit card ? Can I use credit or debit cards intended for currency exchange for the payment? (example: N26 and Revolut)?

Yes, but you must provide proof of payment using one of the following methods:
- Open the app on your phone that shows the transaction;
-Provide a bank statement showing the transaction or proof of the transaction.

To make the deposit/credit authorisation, you will need to provide a  physical credit card that is valid for up to 30 days after the date on which the contract is due to be completed and is in the name of the main driver.

If you do not have a physical and valid credit card, you will not be able to rent the vehicle.

I have already made a reservation, but I do not have credit card. Can I use a family member’s credit card?

No, only a physical credit card in the name of the booking holder will be accepted. If you wish, you must change the main driver of the booking to the name of the driver holding the credit card, who must present their documents and the respective physical credit card when picking up the vehicle. 

I am going to rent a car with Guerin, how do I pay the tolls and the ex-SCUTs (shadow tolls)?

All our vehicles are equipped with the Via Verde system, which allows automatic payment of all tolls in Portugal. This service is a legal requirement. 
For each day on which there are one or more motorway crossings, an administrative fee of €2.18 plus the respective crossings will be charged. A day is considered to be between 00.00 and 23.59. 

I signed up for the Via Verde service. Do I have access to all associated services, such as, for example, payment for car parks or refuelling?

No. Guerin vehicles are equipped with a Via Verde device solely and exclusively for the Toll Service.

At the end of the rental, your staff cancelled the blocked charge on my credit card and gave me the cancellation slip, but my bank has not yet unblocked the amount. The information they have given me is that your cancellation request has not been received.

According to information from RedUnicre (the entity that manages credit card transactions in Portugal), cancellations made at the ATM terminal are made in real time to the issuing bank.  Proof of this is that the bank accepts the cancellation request and issues the cancellation slip as proof of the transaction.

International best practice dictates that Visa, Mastercard, Amex and Diners issuing banks have between 24 and 48 hours to reflect the cancellation request on the card statement/account.

Whenever there are exceptions to the above deadlines, the cardholder should contact Guerin at customerrelations@guerin.com.pt and request proof of cancellation and send it to their issuing bank.

I had an accident with the rented vehicle, how should I proceed?

You must fill in the amicable statement supplied with the contract documentation, making sure that it is completed correctly. It is important that all the fields are filled in correctly and that the declaration is signed by the parties involved in the claim, so that the claim can be submitted to the insurance company.  Whenever there is a disagreement between the parties, the competent authorities should be called in to draw up a police report.

In both cases, the driver must hand in all the documentation relating to the claim and our vehicle in their possession at a Guerin station in order to resolve the case as quickly as possible. An e-mail address should also be provided so that information on the conclusion of the case can be sent more quickly.

How long does it take to receive an answer regarding the claim process?

In processes involving a "European accident statement” duly completed and signed by the parties concerned, the process is completed in around 30 business days, so that, whenever there is doubt on the part of the insurance companies, the process may be extended beyond the usual time limit.

Is it necessary to wash the vehicle before dropping it off?

No, the vehicle does not need to be washed before delivery. However, if the level of soiling requires special cleaning procedures an additional charge may be applied according to the following criteria: 
 
 1 - 92.25€ - Cars that are dirty:
Interior: Leftover food, glass or plastic bottles, paper, packaging or cardboard boxes, nappies, animal hair and/or sand (seats, carpets/carpeting, boot and compartments) 
Exterior: Mud and/or dirt in wheel arches and/or bodywork 

- 2 - 184.5€ - Same damage as in point 1 + stains on upholstery

- 3 - 369€ - All of the above and where the car cannot be properly cleaned at the station. For this reason, cleaning is carried out by an external supplier. 

I need to refuel the car, what fuel should I use?

You should check this information on the fuel filler cap. If, exceptionally, the information is not affixed, you should contact us, so we can check on our system.

Is there any additional charge if the vehicle is delivered with less fuel/charging?

All our vehicles are delivered to the Customer with their fuel tank fully filled and must be delivered in the same conditions.
If it is not delivered in the same conditions of refuelling we will provide the service of refueling, charging the value of the fuel and the respective filling rate in force. 
In the case of having rented one of the electric vehicles, the vehicle is delivered loaded and must be returned under the same conditions. The missing energy will be debited to the customer according to the KW/H established, plus a recharge fee according to the amount defined by Guerin. 

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 Travel Assistance service (via the telephone number:  214 405 046). Cost of a national landline call. 

Please note that failure to stop the car may result in mechanical problems and additional costs, which are fully clients responsability. 
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)

Can I smoke inside Guerin vehicles?

You cannot smoke inside GUERIN Vehicles.

Any evidence of such conduct collected on the vehicle determines the payment of a penalty by the Customer (150 €).