FAQs Frequently Asked Questions

The office hours are from 7am-11pm, Monday through Sunday at our Palma de Mallorca, Malaga and Alicante offices. At Ibiza, the office hours are from 7:30am through 10:30pm through March 31st, 2018 and from 7am through 11pm from April 1st through October 31st, 2018.

If you wish to pick up your car out of hours, you can do so provided that you pay an out-of-hours fee. As exception, in Ibiza we do not offer out-of-hours fee through April 1st, 2018.

You can also drop off the vehicle out of hours; this will be free of charge, except in Ibiza, as conveyed earlier.

 MILEAGE INSPECTION SCHEDULE

Málaga, Alicante and Ibiza offices:

Monday to Friday from 9 a.m. to 1 p.m. and from 3:30 p.m. to 6:30 p.m. It is possible to carry out inspections outside of this timetable in the Alicante and Málaga offices for an additional fee of €20.

Mallorca office:

Monday to Sunday from 7 a.m. to 11 p.m.

• Identification document

The contract holder and all of the drivers included in the contract must present their national identity document, passport, or equivalent document as proof of identity. 

If this document is not expressed in Latin script, it must be accompanied by an official sworn translation. 

• Driving licence

All of the drivers included in the rental agreement must present a valid European driving licence that is in date and which they have held for at least one year.

If this document is not expressed in Latin script, it must be accompanied by an official sworn translation. 

Driving licences sent by fax or photocopies will not be accepted.

All of the drivers included in the rental agreement must present a valid European driving licence that is in date and which they have held for at least one year.

If this document is not expressed in Latin script, it must be accompanied by an official sworn translation. 

Driving licences sent by fax or photocopies will not be accepted.

In the event that you are late to pick up the rental vehicle, if the holder of the booking has not informed Record go of his/her flight number at the time of booking or before the pickup date, Record go will not be able to guarantee the pickup service outside of office hours (from 11pm to 7am). The holder of the booking has 40 minutes to get to the office after their flight has landed.

 

The customer has a grace period of 24 hours to get to the rental office after the pickup time indicated in the booking, after which time, the booking will be cancelled and considered as a 'no show'. This condition is always subject to vehicle availability.

Both pick-ups and drop-offs from 23 h through 7 h will be considered out-of-hours.

Pickup outside of office hours (from 11 p.m. to 3 a.m.)*

Record Go offers a pickup service outside of office hours. To guarantee this service, the customer must choose prepayment as the payment method, and the holder of the booking must notify Record Go of their flight number at the time of making the booking or prior to the pickup date. The holder of the booking has 40 minutes to get to the office after their flight has landed.

At the Ibiza office, Record go offers pickup outside office hours, from 11 p.m. to 1 a.m., from 1 June to 31 October.

Price of the 'pickup outside of office hours’ extra: 40,00 €

Return outside office hours

Returns outside of office hours constitute between 11 p.m. and 7 a.m. In this case, it is not necessary for the contract holder to carry out any paperwork or actions with Record Go staff. The vehicle keys must be deposited in the key return box located in our offices in the car park.

The Ibiza, Barcelona, Madrid, Sevilla and Valencia offices of Record go do not offer this service.

Record go does not offer one-way rentals. The contract holder must return the rented vehicle to the same office as the pickup.  If the contract holder returns the rented vehicle to a office that is different to the pickup, Record go will apply a penalty fee of 200 €. In addition to this fee, the contract holder will also be responsible for paying the daily rental fee (consult the table of fees in section '4) Extras, accessories, charges and coverages’) and the vehicle recovery cost.

Record go does not permit cross-border rentals. By exception, Record go can authorise driving in France, Portugal, Gibraltar and Andorra if the contract holder purchases the 'Cross border' extra. The ‘Cross border’ extra is rented for the whole rental period. It is not possible to rent it for single days.

If the "cross-border" extra is not purchased and the vehicle is driven outside of the territory authorised by Record go, Record go will apply a penalty fee of €200 in addition to the corresponding coverage cancellation and consequences stipulated in point 1 "Obligations of the contract holder in relation to the vehicle".

If the contract holder has not taken out Total Comfort coverage but has purchased the "Cross-border' extra, and has a breakdown or accident while abroad, the contract holder will be responsible for all of the expenses generated, including the vehicle repatriation fees to return the vehicle to the nearest Record go rental office.

Record go will not allow rental agreement extensions.

Yes, you can modify the terms and conditions of your booking, even after having picked up the rental vehicle

Some of these modifications are: including additional drivers (maximum three additional drivers per contract), including accessories (such as child seats), modifying your coverage or your extras.

Record go will not allow rental agreement extensions.

The additional accessory will be installed by the contract holder. Our coverage demands it to be this way. In case of any incident resulting from an inadequate installation of the accessories, the company will take no responsibility for the damages caused.

The contract holder may purchase this extra to guarantee that the rented vehicle uses diesel.

The drivers reflected in the contract must have possessed a driving licence for at least one year.

The minimum age for hiring a vehicle with Record go is 19 years —for Groups MBMR, EDMR, CDMR and CGAR— and 21 for the remaining groups.

If the customer has made the booking directly through Record go, Record go allows you to cancel the booking and receive a complete refund of the amount paid up to 48 hours before the start of the rental period. After this 48-hour period, the booking amount will not be refunded in the event of cancellation. Likewise, if the client makes a booking less than 48 hours in advance of pick-up, the amount of the booking will not be refunded in the event of cancellation.

If the customer has made the booking through an intermediary, he/she must contact the intermediary to process any modifications.

You will also be able to cancel your booking from our website. If you are a registered user, access your 'My account' section in the top menu. Otherwise, access your 'My reservations' section, also in the top menu.

When a customer makes a booking with Record Go, he/she reserves a vehicle group that includes different models. It is not possible to reserve a specific model and, therefore, the customer is not able to choose which specific model they receive.

Exceptions:

In our vehicle list display, there are a few categories marked as "Guaranteed model". In these cases, as long as the vehicle is available at the moment of the booking, you are guaranteed the model.

Yes, indeed. We do have a great range of diesel vehicles in our fleet.

If the client wants to ensure that the rented vehicle uses diesel, they must acquire our diesel vehicle supplement.

Price of the 'diesel vehicle' extra: 2,00 €/day.

No.

Yes, we do. In the vehicle listing you will find automatic vehicles, although the availability depends on the location and the specific period of time in which you like to book the vehicle.

No, we don't. We do not offer this type of vehicle or similar.

Yes, there are vans in our fleet, although the availability depends on the location and the specific period of time in which you like to book the vehicle.

Visa and MasterCard credit cards

Visa and MasterCard debit cards (option not available in reservations with Fast cover)

American Express cards (on the condition that the contract holder takes out our Total Comfort Cover)
 

Restrictions and considerations related to payment

We do not accept smartphone payments, cheques, or banks transfers.

The holder of the bank card used to pay for the rental must be the contract holder and must be present at the time of making the payment.

Only one bank card can be used per contract and the card must be non-transferable.

It is compulsory to take out Total Comfort Cover if the contract holder is not the main driver.

The contract holder can purchase multiple rental agreements with the same card provided that the contract holder is not the main driver in the rental agreements and Total Comfort Cover is taken out.

The payer is responsible for knowing the PIN number of their bank card if they are paying with a card that includes this technology.

The payer must ensure that the bank card has sufficient funds at the time of picking up the vehicle to pay for the rental with all the selected options, and, where applicable, to block the pre-authorization amount corresponding to the group of the rented vehicle.

Cash payments are not accepted.

Yes.

Taking the measure of bringing the credit card specified on the booking to cover the additional costs allows us to avoid fraud and to keep our reduced and competitive rates.

No. Only one bank card can be used per contract and it has to be nominative.

At the time of making the booking, the contract holder must choose one of our fuel return policies: «full-full» or «full-empty».

At the time of picking up the vehicle, Record go will hand over the vehicle with a full fuel tank and will charge the contract holder for the amount of the fuel in the tank.

The amount charged depends on the model/make of the vehicle received and on the fuel market price on the date of pickup. The contract holder will pay the price of the fuel used.

At the time of returning the vehicle, Record go checks the level of fuel in the tank and refunds the amount corresponding to the amount of fuel in the tank. 

The measurement unit used for the fuel tank is 1/8 of the vehicle’s total fuel tank. 

At the time of returning the vehicle, the contract holder is required to present the receipt of the airport petrol station as proof of having filled the tank.

If the contract holder does not present the receipt, Record Go will apply a penalty fee of €10. If the contract holder does not return the vehicle with the tank full, Record Go will charge €30 for the refuelling service.

Terms and conditions of the full-full fuel return policy:

If the contract holder does not present the receipt, Record Go will apply a penalty fee of €10. If the contract holder does not return the vehicle with the tank full, Record Go will charge €30 for the refuelling service.

Terms and conditions of the full-empty fuel return policy:

When picking up the vehicle, the contract holder must pay the non-refundable service and refuelling charge (Consult table) to cover the logistics and supply costs.

It is a non-refundable service and refuelling charge to cover the logistics and supply costs.

No, the service charge is not a refundable charge.

No, the fuel price is not included in the online booking rate.

In both fuel return policies: At the time of picking up the vehicle, Record Go will hand over the vehicle with a full fuel tank and will charge the contract holder for the amount of the fuel in the tank.

At the time of returning the vehicle, Record go checks the level of fuel in the tank and refunds the amount corresponding to the amount of fuel in the tank. 

The measurement unit used for the fuel tank is 1/8 of the vehicle’s total fuel tank. 

At Record go, we do automatically reimburse the unused amount of fuel.

Nevertheless, it is actually your bank that has to make the reimbursement. Please do take this into account because, sometimes banks can take longer than expected to reimburse money and this is beyond our control.

Some banks charge commissions for reimbursing deposits. These commissions have no connection with Record Go whatsoever. Please be sure to contact your bank for further information.

Should you need your deposit back urgently, we suggest you to please contact your bank so that you they can inform you about the reimbursement timing.

 If the contract holder wishes to submit a fuel receipt, it must be left in a clearly visible place, for example, on the dashboard of the rented vehicle.

Basic coverage with excess

Basic coverage with excess is included in the rental price.

The basic coverage with excess includes the following aspects:

• Coverage of collision damage and theft WITH excess (CDW and TP)

Partial exemption of responsibility for collision damages or theft, reducing the financial responsibility of the contract holder for damages, losses, or theft of the rented vehicle.

If there is damage to the rented vehicle, the contract holder will be responsible for paying the damages generated up to the limit of the excess corresponding to the group of the rented vehicle, provided that the driver uses the vehicle in accordance with the terms and conditions of the rental agreement, in compliance with the obligations established in the present contract.

• Basic roadside assistance

The basic coverage offers 24-hour roadside assistance. The cost of the tow truck and/or taxi that may be required is not included in this roadside assistance service. However, it does include a replacement vehicle at the nearest Record go office (subject to availability).

Neither the cost of the tow truck and/or taxis that may be required are included in this roadside assistance service.

Total Comfort Cover

If the contract holder takes out this coverage, the excess applicable to the basic coverage is eliminated. In bookings of vehicles in groups XGAR, ISAR and PVAR, Total Comfort Cover reduces the excess amount but does not eliminate it. The pre-authorization amount corresponding to the reduced excess is 1.000 €. The pre-authorised amount will be charged and not blocked.

Total Comfort Cover includes the following aspects:

• Coverage of collision damage WITHOUT excess: If the contract holder follows the procedure established by Record Go in the event of an accident, breakdown or mechanical failure, he/she will not be responsible for paying any amount.

• Coverage of damages due to theft WITHOUT excess: If the contract holder follows the procedure established by Record Go in the event of a theft or robbery of the rented vehicle, he/she will not be responsible for paying any amount.

• Damage to tyres (including punctures), rims, mirrors, windscreens, locks and battery.

• Premium roadside assistance 

The premium roadside assistance included in Total Comfort Cover offers 24-hour roadside service that includes, free of charge, the labour cost of any repair work that can be carried out at the location of the breakdown, a replacement vehicle at the nearest Record Go office, subject to availability, the towing service and the rental vehicle for a maximum of 24 hours or a taxi (max. €80) to get to the aforementioned office.

• Coverage of collision damage and theft WITH excess (CDW and TP)

Partial exemption of responsibility for collision damages or theft, reducing the financial responsibility of the contract holder for damages, losses, or theft of the rented vehicle.

If there is damage to the rented vehicle, the contract holder will be responsible for paying the damages generated up to the limit of the excess corresponding to the group of the rented vehicle, provided that the driver uses the vehicle in accordance with the terms and conditions of the rental agreement, in compliance with the obligations established in the present contract.

• Basic roadside assistance

The basic coverage offers 24-hour roadside assistance. The cost of the tow truck and/or taxi that may be required is not included in this roadside assistance service. However, it does include a replacement vehicle at the nearest Record go office (subject to availability).

Neither the cost of the tow truck and/or taxis that may be required are included in this roadside assistance service.

If the contract holder takes out this coverage, the excess applicable to the basic coverage is eliminated. In bookings of vehicles in groups XGAR, ISAR and PVAR, Total Comfort Cover reduces the excess amount but does not eliminate it.

Cases in which it is compulsory for the contract holder to take out Total Comfort Cover to rent the vehicle:

• Age: drivers of 70 years and older

Payment method: If the contract holder makes the payment with an American Express card

The contract holder is not the main driver 

If you make a reservation with Record go through one of our intermediaries, these intermediaries sometimes offer their own insurance with their own conditions instead of our Total Comfort coverage. If you decide to take out their insurance instead of our coverage, once you arrive at our car rental desk, even though you have taken out insurance with the intermediary, you will have to choose between paying an excess or taking out our Total Comfort Cover.

Also in this case, regardless of the fact that you might have an insurance policy included in your credit card, you will still have to either contract out Total Comfort Cover or pay for an excess fee.

Record Go is not responsible for the loss of or damage to any personal belongings left inside the vehicle during or after the rental period. The contract holder is solely responsible for this property.

In the event a customer claims to have left an item behind in our vehicles, he/she must send us an e-mail at reservas@recordrentacar.com. Please, do take into account that you need to include an item description, rental agreement number and rental dates.

There are three different options to get your item back:

You may go back to the airport desk to get the item back, you can send another person (family member, friend, etc) to get the item back or you can organize the item shipment through a courier. 

When entering "My Account" section, you will find a space where you will be able to provide us with the e-mail address you originally registered with so that our system can resend you automatically your password.

In order to modify your details, you have to enter "My account" with the access information from your Club Record Go account. Once you are inside, you will find the option "Modify data" in the "Personal information" section.

If you have not made your booking online while being logged in, the booking will not be saved in the Club Record Go; same thing will happen if you book on the phone with our Contact Center.

Please, send us an e-mail to clubrecordgo@recordrentacar.com asking your questions and letting us know your booking/rental agreement number if your query is in relation to the points-discount application.