Terms and Conditions

1. Age Restrictions, Licenses, and Exceptions

1.1. Minimum Age and License Requirements:

The minimum age to rent a vehicle is 21 years old, with a valid driver's license held for at least 1 year.

In some locations, we work with local partners. For the islands of Tenerife, La Palma, Lanzarote, and Fuerteventura, the minimum required age is 23 years, and a license held for at least 1 year is mandatory.

For groups F and G, the minimum age is 25 years, and a valid driver's license held for at least 2 years is required.

1.2. Young Drivers:

Drivers under 21 years old who have held a valid driver's license for at least 2 years may rent a vehicle by selecting the "conductor joven" option. This is only permitted on the island of Gran Canaria.

1.3. Age Limits:

There is no maximum age limit, provided the customer has a valid driver's license.

1.4. International Licenses:

Drivers with licenses in non-standard text (e.g., Russian or Chinese) must present an International Driving Permit (IDP).

2. Modifications, Cancellations, and No-Show

2.1. Modifications and Cancellations:

Unlimited changes to the reservation are allowed before the pick-up date. Please allow adequate time for these modifications to be processed.

Modifications that alter the rental amount will be adjusted according to the current rates at the time of the change.

If there is no availability to make a change, it may be refused.

2.2. Cancellation Restrictions:

A reservation cannot be canceled once the vehicle has been picked up.

Cancellations after the start date will be subject to a charge corresponding to the amount of the reservation.

2.3. Pick-up at Different Locations:

If the customer picks up the vehicle at an office different from the one originally booked, a "one-way" transfer charge will apply.

3. Rentals from Offices with Airport Service

3.1. Airport Pick-up:

Customers must wait for a representative at the specified meeting point. Detailed instructions can be found in the "Offices" section of our website.

Our airport offices are located outside the airport itself. Orlando Rent a Car provides a complimentary shuttle service to our offices.

3.2. Bookings Outside Office Hours:

Reservations made between 22:01 h and 07:59 h are subject to an additional night-time fee.

Reservations made outside office hours with incomplete or incorrect flight information will not be confirmed or served.

3.3. Returns and Restrictions:

Vehicles rented from offices outside the airport must be returned to the same office, unless airport return service has been previously requested or authorized.

3.4. Hotel Delivery:

The delivery and pick-up service at hotels is not available from the airport.

4. Rentals from "Downtown" Offices

4.1. Hotel Pick-up and Delivery Service:

Available for hotels located at a reasonable distance from our offices, subject to an additional fee. Please contact our reservations department for more details.

4.2. Schedules:

Reservations must be made during office hours.

Some offices allow returns outside of office hours.

5. General Terms

5.1. Required Documentation:

To pick up the vehicle, you must present a valid passport or national ID, a valid driver's license, and a valid credit card.

The credit card holder must be listed as one of the drivers on the rental agreement.

All additional drivers must also present a valid driver's license and an ID document at the time of vehicle pick-up.

5.2. Vehicle Availability:

Reserved vehicles will be held available for up to 2 hours after the specified reservation time. After this period, availability is not guaranteed and the vehicle may be reassigned to another customer.

Reservations must be received and confirmed at least 2 hours before vehicle pick-up.

Specific preferences for make, model, color, equipment, or other characteristics are not guaranteed. The reservation is made based on a group of vehicles with similar technical and capacity characteristics.

5.3. Rental Duration and Rates:

Rental periods are calculated in 24-hour blocks starting from the time the vehicle is picked up.

If the vehicle is returned after the specified period, a daily additional charge will apply. This charge will begin after a 2-hour grace period and will be calculated according to the current public rate.

5.4. Payments and Accepted Methods:

We accept the following credit cards: Diners Club, Euro Card, MasterCard and Visa. Diners Club cards are not valid for security deposits.

The cardholder used for payment must be one of the drivers listed in the rental agreement.

5.5. Fuel Policy:

At the end of the rental, the vehicle must be returned with the same fuel level as when it was delivered to the customer.

If returned with a lower fuel level, a charge will be applied for the difference.

5.6. Mileage:

Rentals have no mileage restrictions.

5.7. Taxes and Additional Surcharges:

All prices listed on the website include applicable taxes.

Some mandatory surcharges, such as night-time fees, airport parking, hotel services, inter-branch transfers (one-way), or young driver fees, may not be included in the final price displayed in the reservation and will be communicated to the customer at the time of vehicle pick-up.

5.8. Deposits and Guarantees:

In some cases, Orlando Rent a Car may require a security deposit even if the customer has purchased the Total Protection insurance or the Orlando Premium package.

The deposit must be made by credit card.

5.9. Right of Cancellation:

Orlando Rent a Car reserves the right to cancel the vehicle delivery if there are reasonable doubts about the customer's financial capacity, previous outstanding payments, or serious past incidents with the company.

5.10. Special Conditions:

The mandatory surcharges mentioned above will be applied according to the characteristics of the requested service. These additional charges will be clearly communicated to the customer before signing the rental agreement.

In exceptional cases, Orlando Rent a Car may require additional deposits or make changes to the established conditions if so required by the specific circumstances of the rental.

6. Delivery and Returns

6.1. Returns in Locations Different from the Pick-up Location:

Rentals that involve returning the vehicle to a location different from the pick-up point are subject to a "one-way" charge. This fee will be calculated and communicated to the customer at the time of booking.

6.2. Geographical Restrictions:

It is strictly prohibited to take the rented vehicles off the island where the rental was contracted.

6.3. Services in Maritime Ports:

Currently, Orlando Rent a Car does not provide pick-up or return services at maritime ports. Customers must coordinate the pick-up and return of vehicles at the assigned offices.

6.4. Pre-Registration to Speed Up Service:

For greater convenience, customers can pre-register and provide their details online at: www.orlandocheckin.com.

7. Insurance and Negligence

7.1. Insurance and Deposits:

When collecting a rented vehicle, the driver must provide a valid credit card with sufficient credit to cover the applicable excess or deposit. This deposit will be blocked or charged to the credit card. Currently, the deposit amount varies between €300 and €1,200, depending on the vehicle group and the product contracted in the reservation.

Debit cards are only accepted if the driver purchases the Total Protection insurance or Orlando Premium offered by Orlando Rent a Car.

All rentals include the compulsory liability insurance.

The exact amount of the deposit and excess will be confirmed in the voucher you receive by email after confirming the reservation.

7.2. Usage Restrictions:

Driving in unsuitable areas such as beaches, forest paths, dirt roads, or other unpaved surfaces is not allowed. In these cases, no insurance will cover damages, and the customer will assume all associated repair costs.

7.3. In Case of Accident or Damage:

The local office will assess the severity of the damage and determine the applicable procedure:

1. Minor damages: Only the total deposit amount will be retained.
2. Severe damages: The total amount of the excess will be retained.
3. Negligence-related damages: The total repair cost will be charged.

The cost of damages is calculated using Orlando Rent a Car's internal rate chart, detailing repair costs, including labor. Additionally, if applicable, the following will be added:

• An administrative fee.
• An immobilization fee.
• Any related recovery fee.

7.4. Additional Rules:

All vehicles are equipped with a safety vest and emergency triangles.

It is prohibited to transport animals inside the vehicles.

No Orlando Rent a Car insurance covers theft, loss, or damage of personal belongings.

Customers who purchase insurance from third parties and not directly from Orlando Rent a Car must still leave a deposit and provide a valid credit card with sufficient funds to cover the full amount of the excess.

7.5. Refunds:

If a third party admits liability and pays the costs of an accident, Orlando Rent a Car will refund the customer the amount withheld from the deposit or excess. However, costs not covered by the third party, such as administrative, immobilization, or recovery fees, will not be refunded.

7.6. Accident Information:

Orlando Rent a Car will store information related to any recorded accident. This information can be requested at any time by the involved parties or an authorized legal representative.

7.7. Other Considerations

Currently, Orlando Rent a Car does not apply penalties or charge fees for the loss of driving license points.

8. Negligence and Prohibited Activities

Customers who commit negligent acts will not be covered by any of the insurance offered by Orlando Rent a Car or by the vehicle's excess. Additionally, they may incur additional charges.

Actions Considered Negligent or Non-Compliant with the Terms of the Rental Agreement:

1. Driving in unsuitable areas such as beaches, forest roads, dirt roads, or other unpaved surfaces that may cause damage to the underside of the vehicle.
2. Driving under the influence of alcohol or drugs.
3. Distractions while driving, such as using a mobile phone or other handheld device.
4. Loss or damage of vehicle elements such as the vehicle's documentation and/or keys.
5. Currently, taking the vehicle off the island is not permitted.
6. Ignoring vehicle alerts: Failing to inform Orlando Rent a Car about faults or alerts shown on the dashboard and continuing to use the vehicle.
7. Improper transport:
   • Carrying dangerous or flammable substances.
   • Transporting pets, animals, or cargo without authorization.
8. Improper use of the vehicle:
   • Using the vehicle for illegal or unauthorized activities.
   • Subletting or transferring the vehicle to other persons.
9. Inadequate care of the vehicle:
   • Transporting objects on the roof without an authorized rack.
   • Excessively wetting the interior or exterior of the vehicle beyond reasonable care.
10. Negligence with personal belongings:
    • Causing damage to the vehicle by leaving personal items visible inside it.
11. Unauthorized driving:
    • Allowing the vehicle to be driven by an unauthorized person or someone not included in the rental agreement.
12. Use beyond the contract:
    • Using the vehicle after the dates specified in the rental agreement.

9. Claims, Refunds, and Compensation

When a customer signs the rental agreement, it is understood that they accept the vehicle provided. Therefore, no claims will be accepted after the agreement is signed. If a customer is not satisfied with the assigned vehicle, they must inform their concerns before signing the contract or during the rental period.

9.1. Traffic Fines

Orlando Rent a Car will apply an administrative fee if a traffic fine associated with the rented vehicle is received.

9.2. Refunds

Orlando Rent a Car will process refunds only within 30 days following the vehicle's pick-up. After this period, payments must be managed by the corresponding intermediary in the form of a refund.

9.3. Claims Procedure

All complaints must be sent to the customer service department via email: customerservice@orlandorc.com. The customer service team will respond as soon as possible.

10. Public Holidays

Official public holidays established in Spain will apply. Additionally, each city will have two additional local public holidays determined and agreed upon annually.

Please note that office hours may vary during public holidays.