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:
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.  

The digital Spanish driving licence on the DGT app and the digital Portuguese driving licence on the ID.GOV.PT app are accepted and will be checked by our staff prior to signing the contract. 

The minimum age for hiring a vehicle with Record go is 19 years —for the MBMR, EDMR, CDMR, CGAR, EYAZ and HYAZ groups.

Drivers under 25 years old will be charged a 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. 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 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.  

(Link to Rate Chart in Section '4. Extras, Accessories, Charges, and Coverage') 

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, Barcelona, 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.  

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 client has not signed up for ‘border crossing’ and driving outside the authorised territory, a €200 penalty will be applied, in addition to the applicable cancellation of coverages and the consequences specified in point 1.4 of “Contract holder obligations with respect to the vehicle”. This consists of the coverage being nullified and the contract holder becoming responsible for rental vehicle damages, towing fees, repatriation, and any and all expenses incurred, up to the full value of the deduction. 

In the event that the vehicle is driven beyond France, the penalty will be €1000 plus €1 for each kilometre travelled from the start of the rental in addition to the corresponding cancellation of coverages and the consequences specified in point 1.4 of "Obligations of the contract holder in relation to the vehicle".

This extra is only available for vehicles with four wheels.

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 1 hour in advance and except for bookings with Just Go Airport (at least 24 hours in advance) and FlexRent rates (which has 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 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 rate (motorbikes), kilometrage is always unlimited. 

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.  

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.  

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.  

Yes. A penalty of 30 euros will be charged if the vehicle is not returned full with a refuelling receipt from a petrol station located within 10 km of the office.

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.  

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

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.  

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.