FAQs Frequently Asked Questions
In the event of an accident, breakdown or engine failure, regardless of the coverage taken out, to follow the procedure established by Record Go:
Not to repair the vehicle without the prior consent of Record Go.
Not to request a breakdown service without the prior consent of Record Go.
Not to acknowledge or pre-judge responsibility for the incident.
Not to abandon the rented vehicle without the necessary means to protect it
To notify Record Go within a maximum of 24 hours of any damage (with or without a third party) caused to the rented vehicle.
In addition, only in the event of an accident, the driver must fill in the accident report, submit it to the Record Go office upon returning the rented vehicle and send a copy of the report to the e-mail address email@example.com. The accident report must indicate the circumstances, place, date and time of the incident, as well as possible witnesses and the full contact details of any involved third parties. If this document is not submitted to Record Go, the coverage may be rendered void.
Record Go will assess the situation and determine the most effective solution: the driver will be recommended to drive to the airport to pick up a replacement vehicle, the vehicle will be repaired at the location of the incident, or, if it cannot be repaired, a tow truck will be sent to tow the rented vehicle back to the nearest Record Go office and a replacement vehicle will be given to the contract holder.
Record Go will process the accident reports, notify the driver of the appropriate action to take, and offer advice if they suffer any injuries and/or receive a court summons. Record Go will charge the contract holder €50 for this accident management, damage control, and advice service (DAF).
If the contract holder has taken out Total Comfort Cover, Record Go will not charge any fee for this service.
In the event of theft or robbery of the rented vehicle, regardless of the coverage taken out, to follow the procedure established by Record Go:
To immediately notify the relevant authorities and to file a police report and obtain the corresponding signed police report. If this document is not submitted to Record Go, the coverage may be rendered void.
To notify Record Go of the theft or robbery of the rented vehicle within a maximum of 24 hours.
To deliver the keys of the rented vehicle to Record Go within a maximum of 24 hours.
If the contract holder does not deliver the keys, he/she will be responsible for paying Record Go the total excess amount of the vehicle. This clause shall only cease to apply if the police report indicates that the keys of the vehicle have been stolen.
If you need roadside assistance, please contact our breakdown assistance department at +34 964 631 546. If it is not urgent, you may also contact us via e-mail at firstname.lastname@example.org.
All queries are dealt with from our head office. We’ll solve any questions or concerns regarding your contracts through the following e-mail: email@example.com.
Basic roadside assistance (Basic coverage with excess)
No. Neither the cost of the tow truck and/or taxis that may be required are included in this roadside assistance service.
Premium roadside assistance (Total Comfort Cover)
Yes. The cost of the towing service and/or taxi that may be required is included in this roadside assistance service.
If the driver incurs a road traffic fine during the rental period, Record go is required by law to identify the driver and provide the authorities with his/her personal information in order to send the fine to the home address of the contract holder for its subsequent payment. For this management and administration service, for each offence/fine received, Record go will charge an amount of 40,00 € to the contract holder.
This charge does not include payment of the road traffic fine. The contract holder will be solely responsible for paying the fine directly to the authorities.
Yes. At Record go, we offer 24h breakdown service.
If you have made a booking over 24 hours ago and you haven't received our confirmation e-mail, chances are that our e-mail was blocked by the anti-spam service of your e-mail account. Please, check that the confirmation e-mail is not in the "SPAM" , "Junk Mail" or "Unwanted Mail" file of your e-mail account. If our e-mail is in the SPAM file, make sure to modify your account configuration so that it does not block the e-mails incoming from "recordrentacar.com" and from our email address "firstname.lastname@example.org". If our e-mail is NOT in the SPAM file, please, send us an email as soon as possible to email@example.com and we will send you the confirmation.
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