FAQs Frequently Asked Questions
- Identity document
Both the titleholder and all the drivers shown on the contract must physically present their valid national identity document (EU residents only), passport or equivalent document as proof of identity.
If the document isn’t in Roman characters, it must be accompanied by a sworn translation of the document.
- Driving licence
All drivers shown on the contract must physically present their original driving licence (European or from countries acceded to a convention) valid and in Roman characters. In the event of not fulfilling these requirements, an international driving licence must be shown.
Driving licences sent by fax or photocopied will not be accepted.
If your driving licence is in Roman characters and is legible, we will consider it valid for your rental.
However, we would like to remind you that the authorities may ask you for an international driving licence if your licence is not issued by a country of the European Union or a country that has signed an agreement. In this case, we recommend that you also carry your international driving licence with you.
In this case, the driving licence must be accompanied by a sworn translation of the licence.
You also have the option of presenting your driving licence together with the international driving licence.
As long as its in Roman characters and legible, we will accept it as valid rental documentation.
If the driver has been resident in Spain for more than 6 months, they will be required to show a Spanish driving licence.
The driver must be in possession of the driving licence for at least one year, except for bookings in the DSMR, XFAR, PFAH, PDAH and XFAH groups, for which a minimum of three years is needed.
The minimum age for hiring a vehicle with Record go is 19 years —for the MBMR, EDMR, CDMR and CGAR groups— and 21 for the remaining groups.
Drivers under 24 years old will be charged a ‘young driver’ supplement.
No, there is no age limit but if drivers from over 70 years old onwards have not hired our Total Comfort Cover, they will have pay a senior driver supplement.
You can check the opening hours of our offices here.
When booking, you will receive a confirmation e-mail in your e-mail address with a map with the directions on how to get to the office.
If the office is outside the airport (off-airport), we have a free Shuttle service or a courtesy microbus at the airport to pick you up and take you back.
In our website you can find information about all our offices with their opening hours, information of interest and their location so that you can get there easily. In additional, in the confirmation e-mail you will find attached a map and detailed directions to get to the office where you made your booking.
- Information about ALICANTE
- Information about BARCELONA
- Information about BARCELONA SANTS
- Information about BILBAO
- Information about IBIZA
- Information about LISBOA
- Information about MADRID
- Information about MADRID ATOCHA
- Information about MÁLAGA
- Information about MENORCA
- Information about OPORTO
- Information about PALMA DE MALLORCA
- Information about SEVILLA
- Information about SEVILLA SANTA JUSTA
- Information about VALENCIA
Yes, at some of our offices, when adding our Meet & Greet service to your booking, you choose to have your vehicle delivered at the airport’s terminal.
If you have made a booking through our website, you have 24 hours since the planned collection time of the booking to collect the vehicle at the office. Once 24 hours have gone by, the booking is breached and it is marked as a ‘no show’. This condition will always depend on the availability of the vehicles.
In case the flight is delayed, if you haven’t reported the flight number before the rental, the collection service outside of office hours can’t be guaranteed. Had you informed of this, you would have a margin of 40 minutes to show up at the office after your flight has landed.
In Spain we don’t offer rentals with return at a different office or one-ways, therefore, you must return the rented vehicle in the same office you collected it at.
If it is returned at a different office, a penalty fee of €200 is applied and, in addition, the contract holder will be responsible for the payment of the daily rental fee* and of the vehicle recovery costs.
As an exception, at the counter of our Portuguese offices you can hire the ‘One-way’ extra.
Yes, we offer a courtesy period of 59 minutes from the time indicated in your contract to return the vehicle.
Outside of office hours pick-up:
At some of our offices we offer the ‘out of office hours pick-up service’. In order to ensure we can provide you this service, you have to indicate the flight number before the collection date of the vehicle. Once the flight has landed, the holder will have 40 minutes to pick up the vehicle at the office.
This service involves an extra charge of €40.
Outside of office hours return:
At our offices in Alicante, Málaga and Palma de Mallorca we offer the 24-hour ‘Return outside of office hours’ option. In this case, no additional booking process needs to be done and the keys to the rental vehicle simply need to be dropped off in the parcel boxes at our offices’ parking.
If you have the ‘Crossing borders’ extra, you will be able to drive in France, Portugal, Gibraltar and Andorra, as well as embark between the islands of Mallorca, Menorca and Ibiza, but not from the Mainland to the Balearic Islands or vice versa. Travelling to Formentera and Cabrera is not permitted either. If this extra is hired, it has to be applied to the entire rental period.
If the ‘Crossing borders’ extra is not hired and driving outside the authorised territory takes place, a penalty fee of €200 together with the invalidation of the coverage and the consequences specified under section 1.4 of the ‘Obligations of the contract holder regarding the vehicle’ will be applied.
If the contract holder has not hired the Total Comfort cover, in the event of hiring ‘Crossing borders’ and having a breakdown or accident abroad, the contract holder will be responsible for all the generated expenses, including the vehicle’s repatriation expenses to the closest Record go rental office.
No, it is essential that the holder of the booking and the main driver are present at the time of the pick-up or we won’t be able to hand the vehicle.
The additional drivers don’t need to be present as their documentation can be provided by the holder but this must be done in person.
No. If you return the vehicle before the agreed date, the proportional share of the booking is not refunded but no penalty fees will be applied.
Yes, with at least 2 hours in advance and except for bookings with FlexRent rates, which have to be done 48 hours in advance.
Yes. With our Go Safe plan we have reinforced the cleaning and disinfection process and the vehicles are delivered sealed and with the disinfection certificate at the beginning of the rental.
The maximum rental period depends on the branch and the rate chosen. You can check all the detail under section 7 of our Terms and Conditions of Use.
It depends on the rate you hire.
Our Just Go and Go Easy rates include unlimited mileage.
On the other hand, our FlexRent and FlexRent Pro rates have limited mileage.
Yes, you can book our GoPad service. These are tablets with an integrated GPS navigation system and maps available without coverage or internet connexion.
Yes, you can add the ‘additional driver’ extra either before or during the booking and you can do it as many times as you need to.
No, smoking isn’t allowed inside the vehicles. If at the time of the return the vehicle smells of tobacco, Record go will apply a penalty fee of €50. You can check all the details regarding this charge under section 4.4 of our Terms and Conditions.
Yes. We have child seats available at our offices for the different age groups, so that you can travel with the little ones comfortably and safely.
Yes, you can travel with your pet but you have to follow the current regulations established by the DGT (carrier or safety harness). In addition, the vehicle can’t be altered.
If you decide to travel with your pet, remember that animal hair is one of the reasons why a charge for special cleaning is applied, which is why we suggest you remember to hoover the vehicle before returning it.
No, it isn’t a service we provide at the moment and its installation isn’t authorised for our vehicles.
No, we don’t provide this service at the moment.
Yes, you can change some of the conditions of your booking such as adding one or several additional drivers (within the limit allowed), add extras (such as child seats), change your coverage or your extras or, if you have hired the FlexRent rate, you can extended your rental.
If you have booked directly with us, without any intermediaries, you can cancel it and receive a total refund if you cancel up to 24 hours before the start date of the rental period. Once the 24-hour limit has gone by and up to the pick-up time, a penalty fee of €20 on the total of the rental will be applied.
You can cancel the booking from our website, by accessing the ‘My bookings’ section, located on your profile’s top menu.
If you have booked through an intermediary, you must connect the intermediary to arrange the cancellation.
Extensions are allowed with our FlexRent rate respecting the prices of the day on which the booking was made but applying the corresponding amount to the new rental dates.
In our other rates, except for exceptional situations, extensions of the contract are not allowed.
To cancel your booking you need to visit our website and, under the section called ‘My bookings’, select the ‘cancel booking’ option of the booking you wish to cancel.
Once you have selected the option, a banner will appear so that you can confirm you wish to cancel the booking. You have to click on ‘cancel this booking’.
Once this is done, a confirmation banner will appear and, as soon as the cancellation has been processed, you will receive an e-mail to your e-mail address.
At Record go we accept Visa and MasterCard credit cards, except prepaid cards, to pay for our bookings.
We also accept Visa and MasterCard debit cards and American Express cards to pay for Total Comfort Cover bookings.
For bookings in Portugal we won’t accept payments with American Express.
In section 6.1 of our Terms and Conditions you can check all the payment exceptions.
Remember that you have to bring your card physically as payments via smartphone, smartwatch, cheque or bank transfer are not accepted, and only one card per rental contract is accepted.
Yes. Except for the XFAR, DSMR, PFAH, FDAH, PDAH, JGAH y XFAH groups.
Yes. The contract and bank card holder have to be the same person but the main driver can be a different person. In this case, both the holder and the main driver will have to be present at the time of collecting the vehicle and a Total Comfort Cover has to be hired (section 6.1.2 of our Terms and Conditions of Use).
All the payments made at our counter have to be done with a single card.
The excess is the maximum amount the holder is responsible for in case of an accident or damages and the pre-authorisation is the card amount that is frozen. Both can vary depending on the group of vehicles or the rate hired and can be the same, or not.
Yes. When you hire our Total Comfort Cover you don’t pay an excess as you will be covered in case of possible damages due to collision or theft, as well as damages to the window, the wheels or the battery.
The are exceptions for some groups of vehicles in which the excess is only reduced.
Upon the return, once the vehicle has been checked, the excess is immediately unblocked. Sometimes, depending on the bank issuing the card, it might take up to 30 calendar days for the unblocked amount to appear in your account.
Yes, as long as the card has enough funds.
Depending on the group of vehicles hired, the excess may vary. You can check the pre-authorisation for each group in the ‘rental charges Table’ under section 6.2 of our Terms and Conditions of Use.
No. When collecting the vehicle, it is handed with a full tank and the charge of the amount is carried out. If when returning the vehicle the tank is full, the total amount paid is returned.
When collecting the vehicle, it is handed to you with a full deposit and we perform the charge of the corresponding amount of the tank.
If when returning the vehicle it has the same level of fuel, a full refund is performed. Remember that in order to be considered full, you will have to bring the ticket of the refuelling from a petrol station that is no further away than 10 km from the return office.
In case the vehicle is not returned completely refuelled, we will check the tank level and we will refund the corresponding part, adding —if necessary— a refuelling penalty.
Depending on the model, the price of the fuel may vary. In the following table you will find the different prices for each vehicle category.
The unit of measurement for the fuel tank will be 1/8 of the vehicle’s total fuel tank.
It depends. Out our offices in Alicante, Málaga and Palma de Mallorca que don’t charge any penalty fees.
At our other branches, if you don’t return the vehicle with a full tank, a fee of €30 for the refuelling service will be applied.
If the refuelling ticket of a petrol station that is no further away than 10 km from the return office is not handed, the vehicle is not considered ‘full’ and, as such, the same penalty fee of €30 is applied.
In this case, you will have to leave the receipt in a visible place, such as the dashboard of the rental vehicle.
At Record go we automatically refund the amount of the unused fuel.
However, depending on the bank, the time it takes for you to see the amount in your account may vary. If you have any doubts or need the deposit urgently, we suggest you get in touch with your bank.
If you have made the booking more than 24 hours ago, you have checked the junk mail folder and you still haven’t received our confirmation e-mail, then send us an e-mail to email@example.com
By being part of our Club you will have access to exclusive discounts. Additionally, if you subscribe to our Newsletter, you will receive information in your e-mail about the promotions we offer at every time so that you can get the best price for your rental.
Under the ‘My Account’ section of our website, you will find an area in which you can provide us the e-mail address with which you registered so that our system can automatically resend you your password.
As you are a Record go Club member, you have the option to receive our Newsletter to be the first to find out about all our discounts and offers. If you are receiving these e-mails it’s because you have activated the box to accept communications.
Under the ‘My account’ section, under Personal information, you have to disable the box regarding the acceptance of commercial communications. Another way of doing this is through the ‘unsubscribe’ link that appears at the end of the communications you receive in your e-mail.
If you have forgotten a personal object in the rental vehicle, you can send an e-mail, providing a description of the object, the contract number and the rental dates.
Emails de contacto para objetos perdidos
- ALICANTE: firstname.lastname@example.org
- BARCELONA: email@example.com
- BILBAO: firstname.lastname@example.org
- IBIZA: email@example.com
- LISBOA: firstname.lastname@example.org
- MADRID AEROPUERTO: email@example.com
- MADRID ATOCHA: firstname.lastname@example.org
- MÁLAGA: email@example.com
- MENORCA: firstname.lastname@example.org
- OPORTO: email@example.com
- PALMA DE MALLORCA: firstname.lastname@example.org
- SEVILLA: email@example.com
- SEVILLA SANTA JUSTA: firstname.lastname@example.org
- VALENCIA: email@example.com
Unfortunately, Record go will not be held responsible from any loss or damage to personal property left or forgotten in the vehicle during the rental period or thereafter.
To recover a lost object, you can pick it up at an office, send it to a family member or friend duly identified or hire the pick-up of the object through a courier service.