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.  

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, 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. 

Yes, among our list of vehicles you can find vans, although we would like to remind you that they can’t be used for commercial purposes or to transport goods or people.  

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.