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 you driving licence is from one of the following countries, it will be valid for collecting the vehicle:  Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Czech Republic, Romania, Sweden, Norway, Iceland and Liechtenstein 

Moreover, it will also be valid if your country is acceded to a convention. Here’s the updated list of countries whose driving licenses would be valid. 

If you’re coming from the United Kingdom you can check whether your licence is valid here. 

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.  

If you driving licence isn’t European or from a country with a convention, you’ll need to show an international driving licence.  

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.  

No. Only the competent authorities have a reader that can check its validity. 

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, 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.  

At Record go we have three types of rates so that you can choose the one that best suits your needs: Just Go rate, Go Easy rate and Flexrent rate. 

The Just Go rate is one of our most complete options. It includes Total Comfort Cover, express pick-up and Premium Roadside Assistance so that you don’t have to worry about anything. 

Our Easy Go Cover includes a reduced pre-authorisation and, in addition, it includes the Express pickup and Premium Roadside Assistance extras as well as the costs for damages to the pneumatics, rims, mirrors and windows. 

With this rate, as it doesn’t include the Total Comfort Cover, the holder of the booking and the main driver must be the same person.  

Our FlexRent and FlexRent Pro rates are flexible renting or long rental rates designed specially for professionals.  

With these rates, contract extensions are allowed, the prices of the day of the booking are respected and the mileage is limited. In addition, they include our Total Comfort Cover to travel worry-free.