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  

Four-wheeled vehicles:
All drivers listed in the contract must physically present a valid, original, type-B EU driving licence or a licence from a country party to the international conventions, with Latin characters, issued at least one year prior. 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.  

Two-wheeled vehicles:
All drivers listed in the contract must present a valid EU driving licence, issued at least 3 years prior in the case of type B licences, or at least 1 year prior for type A1/A licences. If you don’t have an EU licence, an international driving licence will always be requested.

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.  

If the driver has been resident in Spain for more than 6 months, they will be required to show a Spanish driving licence. 

For four-wheeled vehicles:
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.  

For two-wheeled vehicles (Only in Spain):
Type B driving licence must have been issued at least 3 years prior, or for a type A1/A driving licence, at least 1 year prior.  

In Spain and Portugal, the Spanish digital driving licence on the DGT app and the Portuguese digital driving licence on the ID.GOV.PT app are accepted and will be checked by our staff prior to the contract’s signature.

The minimum age for hiring a vehicle with Record Go in Spain and Portugal is 19 years for the MBMR, EDMR, CDMR, CGAR, EYAZ and HYAZ groups and 21 for all other groups.
The minimum age in Greece is 21 years for all groups.
Drivers under 25 will be charged an additional fee according to their age, which can be consulted under point 2.1 of the Terms and Conditions. 

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 ATHENS
• Information about BARCELONA 
• Information about BARCELONA SANTS 
• Information about BILBAO 
• Information about CAGLIARI
• Information about CATANIA
• Information about FARO
• Information about IBIZA 
• Information about LISBON
• Information about MADRID 
• Information about MADRID ATOCHA 
• Information about MALAGA 
• Information about MALAGA MARIA ZAMBRANO
• Information about MENORCA 
• Information about OLBIA
• Information about PORTO 
• Information about PALERMO
• Information about PALMA DE MAJORCA 
• Information about SEVILLE 
• Information about SEVILLE SANTA JUSTA 
• Information about THESSALONIKI
• Information about VALENCIA  
• Information about VALENCIA JOAQUÍN SOROLLA
• Information about ZAKYNTHOS

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. If you have given notice, you will have 40 minutes to report to the office after your flight has landed, provided your flight/train has not been delayed by over 60 minutes after the office’s closing time.

Record go will not reimburse the reservation fee in the event of a ‘no show’. 

In Spain, Italy and Greece, we do not offer rentals with vehicle return at a different office or ‘one-ways’; you must return the rented vehicle to the office from which it was collected. 

If it is returned to a different office, a penalty fee will be applied and, in addition, the contract holder will be charged the daily rental fee* and all vehicle-recovery costs. 

(Price table in section ‘4. Extras, Accessories, Charges, and Coverage’)

As an exception to this rule, the ‘One-way’ extra may be purchased at the counter in our Portuguese offices.

Yes, with our ‘Express line’ extra, you’ll enjoy a priority pick-up service upon arrival at our office. 

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, Barcelona Airport, Madrid, Madrid Atocha, Sevilla Santa Justa 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.  

In Spain and Portugal, if you purchase the ‘Crossing borders’ extra, you can drive between these two countries, plus France, Gibraltar and Andorra. 
You can also travel between the islands of Mallorca, Menorca and Ibiza, but not from mainland Spain to the Balearic Islands, or vice versa. Travel to Formentera and Cabrera is also not permitted. 

In Greece, you may not leave the country, though you can travel between islands. 

If you wish to purchase this extra, it will apply for the entire rental period and will only be available on the rental of four-wheeled vehicles. 

If the ‘Crossing borders’ extra is not purchased and the rental vehicle is driven outside of the authorised territory, a penalty fee will be applied, as well as the invalidity of the insurance coverage and the consequences specified in point 1.4 of ‘Obligations of the contract holder regarding the vehicle’.

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, at least one hour in advance and except for bookings with the Just Go Airport rate, which must be booked 24 hours in advance. 

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 offer unlimited kilometrage, except when booked from our Madrid and Barcelona offices, where certain groups of vehicles come with a kilometrage limit (you can consult these under point 3.1 of our Terms and Conditions). 

With the Just Go (scooters) rate, kilometrage is always unlimited.

In Spain and Portugal, yes. You can book our GoPad service. These are tablets with an integrated GPS navigation system and maps available without signal or internet connection.

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.  

If the applicable regulations for a certain destination require identification in order to park, as is the case in Palma de Mallorca, this must be placed in a visible location.  

This identification must indicate the contract number, duration and start and end dates; the vehicle registration; and the name, address and phone number of the rental company.

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. 

Yes, Record go offers snow chain rentals in some of its branches.  

Yes, you can modify certain conditions of your booking, such as adding one or several additional drivers, acquiring accessories (such as child seats) and changing your coverage or extras.

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. 

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.  

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.  

Normally, when booking with us, you can choose a group of vehicles made up of several different models, but with similar characteristics. 

In some cases, you may find certain models marked as ‘guaranteed model’ on our website. In our offices, you can purchase the ‘Car Choice’ extra to choose a specific model. This will be subject to availability at the time of booking.

Yes, we offer scooter rentals in our Ibiza, Madrid Atocha, Malaga María Zambrano, Valencia Joaquín Sorolla, Barcelona Sants and Seville Santa Justa offices.

Yes, we have three-wheeled motorbikes for hire at our offices at Seville Santa Justa, Málaga María Zambrano, Valencia Joaquín Sorolla, Barcelona Sants, and Palma de Mallorca.

Yes, we currently have both vans with space for 9 passengers as well as vans for transporting goods.

Yes, among our range of vehicles you can find diesel vehicles, but their availability will depend on the destination and the dates of the rental period chosen and can only be confirmed when collecting the vehicle. 

Yes, in our list of vehicles you will find automatic vehicles, although their availability depends on the destination chosen and the time of year in which you would like to make the booking. 

Yes, in our list of vehicles you will find various hybrid models, although their availability depends on the destination chosen and the date on which you would like to make the booking.  

Yes. Our fleet of vehicles includes several models of 100% electric vehicles, whose availability will depend on the destination and date selected for your booking. 

The vehicles are delivered fully charged and you can find out more about their charging-system conditions in our Terms and Conditions. 

At our Madrid offices, the vehicles are marked with the corresponding environmental labels: With the 0 and ECO stickers, with which you can drive around the city freely, and the C sticker. 

There are three types of coverage: 

• Easy Cover 
• Total Comfort Cover 
• Premium Total Comfort Cover 

Total Comfort and Premium Total Comfort are our most comprehensive covers.

In case of an accident, breakdown, mechanical failure or damages to the vehicles, you will be covered and you won’t be in charge of paying anything (please check the exceptions under section 4.3.2 of our Terms and Conditions of Use). 

And, in addition, with this coverage you will receive Premium Roadside Assistance.  

We offer Easy Coverage insurance with our Go Easy rate. 

This offers coverage for damage due to collision and theft WITH excess (CDW and TP) and reduced preauthorisation.

If you have made your booking through an intermediary, we suggest that you hire our TCC cover so as to avoid paying an excess. 

If you have made the booking through an intermediary and have hired an insurance with them, when you arrive to the office you will have to choose between hiring our Total Comfort Cover or paying an excess.  

If you choose to pay an excess, the deposit will depend on the group of vehicles hired. 

Even if you have an insurance policy included in your card, it is the same situation as when booking with an intermediary, and we suggest you add our Total Comfort Cover so as to avoid paying an excess. 

It is a service that provides 24-hour roadside assistance and includes, free of charge, any repair costs that can be done on-site at the location of the breakdown, the vehicle replacement at the closest Record go office, the towing service of the vehicle, and the taxi (up to €80) to get to the corresponding office.  

You can check all the exceptions under section 4.3.2 of our Terms and Conditions of Use.  

If it is urgent, you can call the following number +34 964 631 546. If it isn’t urgent, you can also contact us through the following e-mail address [email protected]  

Yes. At Record go, we have 24-hour roadside assistance. 

You must immediately notify Record go of any damage caused to the vehicle and follow the established procedure indicated in section 1.2 of our Terms and Conditions of Use. 

You must notify the relevant authorities and file a police report. You must then notify Record go of the theft or robbery and return the vehicle keys immediately.

You can consult all the details under section 1.2 of our Terms and Conditions of Use.

If you have gotten a ticket during your rental period, we will immediately provide the relevant authority your personal information in order for you to receive the fine as soon as possible.  

Therefore, you will be responsible for paying the amount of the fine in addition to a charge of €40 for these management and administration services.  

Yes, we provide you a replacement vehicle, but always depending on the availability and as long as the conditions established under section 1.4 of our Terms and Conditions of Use have been complied with.   

Out Total Comfort Cover includes premium roadside assistance, in which the towing service and taxi cost (up to €80) are included.  

If you haven’t hire a fast or Easy Cover, then this cost is not included. 

No. First you have to hire our roadside assistance service as the vehicle can’t be repaired without prior authorisation from our side. 

If the vehicle needs a cleaning that requires the vehicle leaving its usual cleaning cycle, we will apply a charge for cleaning.  

Charge for special cleaning

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 (except in Menorca, Bilbao, Lisbon, Athens, Thessaloniki  and Porto).

Credit and debit cards must be nominative, and the numbers and expiry date for the card must be provided when the contract is signed. 

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, as long as it has been paid with a Visa or Mastercard debit card (except pre-paid) and except in the case of certain vehicle groups, for which payment is only permitted with credit card or American Express (Except in Menorca, Bilbao, Lisbon, Porto, Athens and Thessaloniki)

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).  

In the event of scooter rental, you must add the charge “Non-driver holder”. 

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 sufficient funds and is a Visa or Mastercard debit card (except pre-paid).

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.  

If you do not deliver the car with the tank full, a charge of €30 may be applied for the refuelling service. 

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 unused fuel. 

However, the time it takes for the money to appear in your account may vary according to your bank. If you have any questions or need access to the funds immediately, we recommend getting in touch with your bank. 

At Record go, we offer three rates for you to choose the one that best suits your needs: Just Go, Just Go Scooters and the Go Easy 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. 

This rate for scooter hire includes Total Comfort Cover, express pick-up, unlimited mileage and Premium Roadside Assistance so you don’t have to worry about a thing.

In addition, you can include a second helmet completely free of charge and in the case of EYAZ, a top box.  

Yes, we currently have both vans with space for 9 passengers as well as vans for transporting goods.

Our Go Easy Coverage offers reduced preauthorisation and basic roadside assistance.
As this rate does not include Total Comfort Coverage, the booking holder and main driver must be the same person. 

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 protected]

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: [email protected] 
• ATHENS: LNFATH @recordrentacar.com 
• BARCELONA: [email protected] 
• BARCELONA SANTS: [email protected] 
• BILBAO: [email protected] 
• IBIZA: [email protected] 
• LISBON: [email protected] 
• MADRID: [email protected] 
• MADRID ATOCHA: [email protected] 
• MAJORCA: [email protected] 
• MALAGA: [email protected] 
• MALAGA MARIA ZAMBRANO: [email protected] 
• MENORCA: [email protected] 
• PORTO: [email protected] 
• SEVILLE: [email protected] 
• SEVILLE SANTA JUSTA: [email protected] 
• TEHSSALONIKI: [email protected] 
• VALENCIA: [email protected] 
• VALENCIA JOAQUÍN SOROLLA: [email protected] 

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.