For Support Mail us :

cars@patyscars.com

Service Helpline Call Us:

+961-1-875689

Frequently Asked Questions

A-What forms of payment are accepted for renting a car?

Credit/Debit Cards Are Accepted Through Online Payment.

B-Do I need an international driver's licence?

If your license is not printed in the Roman alphabet (i.e. Arabic, Greek, Russian or Chinese) you will need to bring an international driving license and your domestic license. If you are renting abroad (outside the EU), an international drivers licence is usually required regardless of the alphabet. International driver's licenses must be accompanied by the original domestic license of the driver. UK driving license holders must present their photo-card when hiring a vehicle within the UK. Customers must also go to www.gov.uk/view-driving-licence to create a one-time passcode. This passcode is valid for 21 days and must be presented when picking up your rental vehicle. For more, please visit www.gov.uk/government/news/driving-licence-changes Please note that Northern Ireland issued license holders still need to present the paper counterpart.

C-Which optional extras are available?

The availability of optional extras depends on the car rental agent and even if they are booked online they are not guaranteed. The following extras can be booked online: • Additional driver • Booster seat / Child toddler seat / Infant child seat • GPS – Satellite Navigational System • Ski Rack • Snow Chain Set • Snow Tyres • Wi-Fi Access • Luggage / Roof Rack Please note that most of the optional extras are not included in the rental price and can be purchased at the time of booking or at the rental desk. The cost of the optional extras are displayed at time of booking in the Rental Conditions.

D-Can I change my booking?

Yes, you can easily change your booking details. You just need to file an amendment request on our online portal. Please note that amendments can take up to 48 hours to be processed, depending on the nature of the amendment. In some cases we might need to get in touch with you regarding your request, so please indicate a valid email address or phone number in the form. We do not charge an administration fee for changing or amending bookings, but, depending on the nature of the changes you want to make, additional cost might occur. For example, in cases where the date needs to be changed we cannot guarantee the same price as originally quoted. For further information, you can also contact us via phone.

E-Which documents do I need to bring to the rental desk?

The rental voucher we will send you as part of the booking confirmation contains all documents required at the time of pick-up. In most cases, in order to release the reserved vehicle, you need to bring: • Credit card in the name of the driver. Credit cards accepted for pick-up are MasterCard, Visa, and in some cases, American Express. Please consult your Booking Confirmation for list of accepted Credit Cards. • Driving license. Please note that only a full license held for minimum of 1 year with no major endorsements will be accepted. Read more about requirements for driving license • Booking voucher. This will be sent to you within 48 hours after booking and must be printed out. • Any other forms of identification requested by the car rental agent in their terms and conditions. Details can be found on your rental voucher.

F-How much will I need to pay for fuel?

The fuel policy is determined by the car rental agent and in most cases is also dependent on the rental duration. There are different types of fuel policies and we will clearly state which one applies at the time of booking. The most common fuel policies are: Pick up full, return empty – Your vehicle will be supplied with a full tank of fuel and can be returned empty. On pick-up, the rental agent will charge you for a full tank of fuel. The price per liter charged by the rental agent may be higher than the price at the local service station. Fuel charges are payable at the rental counter. There is no refund for unused fuel. Pick up full, return full – Your vehicle will be supplied with a full tank of fuel. To avoid incurring fuel charges you will need to return it full. You may be required to leave a fuel deposit reserved on your credit card that will be released when you return the car full. Missing fuel will be charged on your return. Please note that the price per liter charged by the rental agent may be significantly higher than the price at the local service station. Fuel charges are payable at the rental desk unless otherwise stated. This fuel policy may also be referred to as Pick up quarter full, return quarter full or Pick up half full, return half full. Pre Purchase Fuel with Partial Refund – Your car will be provided with a full tank of fuel for which you will need to leave a deposit at the rental desk. Upon return of the car you will be refunded for the unused fuel and charged an admin fee. Please find the fuel admin fee charge in the above paragraph . The admin fee is non-refundable regardless of the amount of fuel upon return. The admin fee may fluctuate depending on car rental supplier. We recommend checking the policy details during the booking process under Rental Conditions to avoid unexpected charges.

G-Are there additional charges for mileage?

This depends on the car rental agent. We will state whether unlimited mileage is included in the price or not at the time of booking under rental conditions. If it is a limited mileage product then we will state the charges in the rental conditions.

H-What is your cancellation and no-show policy?

The following applies to cancellations of fully prepaid or part-paid bookings: 1. If you cancel up to 24 hours prior to your pick up, you will be refunded in full. If you cancel less than 24 hours in advance, you'll receive a refund minus €50 for fully prepaid bookings. 2. If your online payment is less than €50, no refund will be made for your car hire booking. 3. If your booking is made less than 24 hours before pick up, the cancellation policy will automatically apply to your booking. 4. All cancellations should be made on our online portal and not with the car hire agent. Should you agree to cancel directly with the car hire agent on arrival, you must also inform us of this change to your booking. 5. Amending your booking or cancelling optional extras may not be possible less than 24 hours before pick up. Please note for Hertz/Thrifty bookings, the following cancellation policy applies: Free cancellation for 7 days after booking is made. Thereafter a cancellation fee of €55 will apply. No cancellations are allowed after the pick-up date and time. If you purchased our Damage Refund Insurance product and have since decided to cancel your car rental booking, the Damage Refund Insurance will be cancelled automatically. If you wish to amend or rearrange your booking, the Damage Refund Insurance will initially be cancelled. We will, however, automatically create a new policy for your new booking. In both cases you will receive an email to confirm the cancellation at the email address you have provided during the online booking process. Please be aware that if you cancel your policy less than 24 hours before the start of your car hire agreement, no refund will be granted. What is a no-show? A ‘no-show’ occurs for the following reasons: 1. You didn't inform us about your cancellation prior to your pick-up time. 2. You failed to pick up the car at the arranged time and date. 3. You failed to provide the documentation that’s required to pick up the car. 4. You failed to provide a credit card in the main driver’s name with enough available funds on it. In the event of any of the above, no refunds will be made to you. The car rental company reserves the right to refuse a car to any customer who fails to arrive on time with all necessary documentation and a credit card with enough available funds for the car’s security deposit. In such cases, unless the car rental has been cancelled at least 24 hours in advance, the customer will not be entitled to a refund.

I-Can I request an automatic car?

Yes. When searching for a car, you can use our search filters on the left hand side and choose to display cars with 'Automatic Transmission' only. The specific transmission type will be displayed with a symbol at the time of booking. Please note that outside of the US and Canada, many car rental agents have limited availability for automatic cars.

J-How much luggage can I take?

• Luggage capacity will vary depending on the vehicle you select. The maximum luggage capacity is displayed at time of booking. It is important that you do not exceed the capacity of luggage specified in the booking. • If you are travelling with excess luggage, such as large suitcases, golf clubs, wheelchairs, skis, pushchairs, etc., it is essential that you call the local transport provider at the time of booking to make them aware of this, as extra charges may apply. • Extra transport may be required if you fail to advise the local transport provider of excess luggage. This will result in additional local charges. • If you need further clarification, please call the local transport provider using the number on your voucher to ensure there are no complications on your arrival.

K-My rental car was in a bad condition at pick-up – what should I do?

If the reserved vehicle is in a bad condition at pick-up, raise this issue with the car rental agent immediately and request an alternative. If the matter is not resolved, contact us so we can try and arrange a suitable substitute with the car rental agent.

L-My rental car was damaged at pick-up – what should I do?

We highly recommend that you thoroughly check the car for any imperfections at time of pick up and notify the car rental supplier of any issues immediately. If you notice that the reserved vehicle is damaged at pick-up, raise this issue with the car rental agent immediately and request an alternative. If the matter is not resolved, contact us so we can try and arrange a suitable substitute with the car rental agent. Any damages on the car might affect your excess if not addressed before the rental.

M-When will I have to pay for the rental?

There are different payment options available which are clearly stated in the booking process: Prepaid Deposit – Pay an amount now to secure the vehicle and the balance of the car rental booking is taken 7 days before the pick-up date. Part Paid – Pay a small deposit at the time of booking to secure the vehicle and pay the balance at the time of pick-up at the car rental desk. Pre-Paid – Pay the full amount for the vehicle at the time of booking. Post-Paid – Confirm the vehicle without payment.

N-How do I get a VAT invoice?

If you require a VAT invoice for your rental, please request this directly from your rental provider when returning your vehicle. Cartrawler cannot provide VAT invoices. We can provide you with a payment receipt, but this will not constitute an invoice for VAT purposes. The balance is paid in full at time of arrival at car rental desk.

O-Can I book without a credit card?

Yes. You can make a booking without a credit card. Note that, even if you choose to pay by debit card, you will have to provide a valid credit card in the driver’s name at the time of pick-up since the rental agent requires a credit card from which to take the rental deposit. Credit cards accepted for pick-up are MasterCard, Visa, and in some cases American Express.