During the Rental

• Inspect the vehicle

Before you drive away, walk around the car and check it carefully — bodywork, windows, mirrors, wheels, and the interior too. If you notice anything (scratches, dents, cracked glass, stained seats, missing trim), tell the rental agent immediately and make sure it’s noted on the rental agreement. To protect yourself, take a few clear photos (or a quick video) showing the car from all sides.

• Confirm the correct fuel

Make sure you know whether the car takes petrol or diesel before leaving the rental location. You can often find this information on a sticker inside the fuel flap, on the fuel cap, or near the dashboard. If it’s not obvious, ask the agent — using the wrong fuel can cause serious problems and won’t be covered as a normal rental issue.

• Check the dashboard and essentials

Turn the ignition on and verify the fuel level and mileage match what you were given. If the tank isn’t as full as expected, ask the agent to record the actual level on your paperwork. While you’re at it, quickly test key functions like headlights, indicators, and wipers, and confirm there are no warning lights staying on.

• Plan ahead for a smoother return

Take a moment to locate a nearby petrol station, especially if you need to return the car with the same fuel level. It’s also smart to save the supplier’s breakdown assistance number in your phone — hopefully you won’t need it, but it’s reassuring to have it ready just in case.

Sharing your flight number helps the supplier track delays and prepare for your arrival, especially if you’ve arranged an out-of-hours pick-up. However, it doesn’t guarantee they’ll hold the car — that still depends on the supplier’s policy and availability.

Airport tip: Choose a pick-up time 30 minutes to 2 hours after landing to allow for delays, passport control, and baggage claim.

If you’re running late: Call the supplier as soon as possible — the phone number is on your rental voucher. A quick heads-up can greatly increase the chance they’ll wait.

Long queues can happen, especially at airports and during peak travel periods. To reduce your waiting time, check in online when the supplier offers it and have your documents ready before you reach the counter (voucher, driving licence, ID/passport, and the payment card in the main driver’s name).

In most cases, changing to a different supplier on the spot is not realistic. Cars usually need preparation time, and last-minute changes may also trigger cancellation fees depending on the booking terms. For that reason, the best option is normally to stay in the queue and complete the pick-up process.

If you’re concerned your booking might be marked as a no-show because of the wait, take a quick photo of the queue when you arrive. This can help document the situation if we need to follow up with the supplier later.

If you’re travelling with children or on a tight schedule, it can also help to arrive with a small buffer and have water or snacks with you while you wait.

At pick-up, the supplier usually requires a payment card that is physically present and issued in the main driver’s name. Many suppliers do not accept prepaid cards, virtual cards, mobile wallets, or cards from certain digital-only banks. Some may also require the card to show the driver’s full name (not initials) and, in a few cases, embossed numbers. You should also know the card’s PIN, as it may be needed for verification.

If your card meets the supplier’s basic requirements, two common issues can still cause a decline. First, the available credit limit may not be enough to cover both the rental charges and the security deposit. Second, your bank may block the transaction if international payments are restricted for the country where you are collecting the car. Checking your limit and enabling international transactions in advance can prevent most problems.

If the payment can’t be completed at the desk, contact our customer support team as soon as possible. Last-minute changes—such as switching the main driver—may not always be allowed by the supplier, but we will do our best to find the most suitable alternative. You can find our contact details in the My Booking section.

Finally, keep any POS receipts or proof showing that the card was declined. This documentation can be important if we need to follow up with the supplier.

In rare cases, the supplier may not have the car you booked due to unexpected operational issues. They will usually try to offer a similar vehicle or an alternative, but sometimes no suitable option is available.

If this happens, ask the supplier for a written confirmation that the booked car was unavailable, then contact our support team as soon as possible. You can find our phone numbers in the My Booking section, and we’ll help you explore alternatives and support your claim if needed.

Your pick-up instructions are shown on your confirmation voucher. You’ll find them on the first page, under the supplier’s contact details.

Your voucher confirms what you should pay at pick-up. The total can be higher if you add optional extras (such as child seats or GPS), request cross-border travel, or if the supplier applies card-related fees—these must be stated in the Rental Conditions and shown on your voucher. Always check the amount on the payment terminal before you approve it and remember it may include the security deposit. If you’re asked to pay for anything that isn’t listed on your voucher, contact us using the phone number in the My Booking section.

Suppliers can offer different pick-up methods depending on the location and how they operate. The exact option for your booking will be shown in your voucher, together with the address or meeting point details.

At airports, the most convenient option is often an in-terminal desk. The supplier’s counter is usually inside the terminal (often in the arrivals hall), and the car is typically parked in the airport car park nearby, so you can collect it quickly without leaving the airport.

Some suppliers are located close to the airport but not inside the terminal and provide a shuttle service to their branch. In this case, you go to a designated shuttle pick-up point and a bus takes you to the office, usually within 5–15 minutes and often free of charge. If you choose this option, it’s important to check shuttle operating hours so you don’t miss the last shuttle in the evening or the first one in the morning.

Meet and greet pick-up is also common in some destinations. This can mean the car is brought to a specific meeting point, or a representative meets you (often holding a sign) and either hands over the vehicle or escorts you to the nearby branch. This option can be more convenient, but it may require clear instructions and sometimes advance coordination.

Some airports have a dedicated car rental center just outside the terminal building or in a designated area for rental companies. You may need to walk a short distance or follow airport signs to reach it, but it is still considered an airport pick-up option.

Outside airports, pick-up may take place at a rental office in a central location such as a train station or city center. You simply go to the address provided and complete the pick-up there.

Finally, some suppliers offer delivery-only service, where the car is delivered to your chosen address. This is often included within a certain distance from the supplier’s office, but it usually requires advance notice because the supplier needs time to schedule the delivery.

You can find the supplier’s opening hours on the offer page and in the Rental Conditions. These hours show when you can collect the car without any additional charges.

Some suppliers offer out-of-hours pick-up for an extra fee. If your pick-up time is outside their regular opening hours, any extra charge should be shown during the booking process. If no extra fee is displayed, it usually means the service is included in the price or the supplier doesn’t charge for it.

When you arrive at the airport or pick-up location, follow the pick-up instructions on your voucher. The supplier’s name and logo are shown at the top of the voucher, along with the address or meeting point details.

VerusCars is a car rental booking platform that works with many different suppliers. We don’t own cars or operate rental offices, so your vehicle will be provided by the supplier shown on your voucher.

Yes, you can book for someone else, as long as the person who will pick up the car meets the driver requirements and you review the Rental Conditions.

The main driver’s name on the booking must match the documents shown at pick-up and the payment card used for the security deposit. In most cases, only the main driver listed on the reservation can collect the vehicle.

If you realize you used the wrong fuel, do not start the car and keep the engine off to reduce the risk of serious damage. Contact the rental supplier’s breakdown assistance immediately so they can arrange the next steps, such as towing the vehicle. If you are at a petrol station, let the staff know as well in case the car is blocking a pump.

Wrong-fuel incidents are usually not covered by the standard Collision Damage Waiver. They may be covered only if you have additional protection, such as Full Coverage, or separate insurance from another provider.

When you pick up the car, take a moment to inspect it carefully and report any damage or issues to the rental agent straight away. Ask them to record everything in the vehicle condition report or rental agreement, and take photos or a short video for your own records. This helps prevent disputes later.

Keep in mind that you may not always receive the exact model shown online, but you should receive the same category as booked. The car category is listed on your voucher, so if you believe you were given a different category, ask the agent to clarify it at the desk and request a suitable replacement if available.

If you notice problems after leaving the location, contact the rental supplier immediately using the phone number on your voucher or rental agreement. Explain what’s wrong and what you expected to receive. If the issue can’t be resolved with the supplier, contact us using the details in the My Booking section and we’ll help you take the next steps.

If your rental car is damaged, stolen, or involved in an accident, contact the rental supplier as soon as possible. Their phone number is shown on your voucher and rental agreement. Take clear photos or videos of the situation and any damage, as this can be important for reports and claims.

If anyone is injured or needs medical help, call the local emergency services immediately. In the European Union, 112 works in all EU countries (and some others). In many countries in the Americas, 911 is commonly used.

If the police are required in your destination, request an accident or incident report. Even when damage seems minor, suppliers often require official documentation for insurance and liability purposes, especially in case of third-party involvement or theft.

The supplier may charge repair or replacement costs and may deduct them from your security deposit up to the excess amount. If you purchased Full Coverage or RentalCover, submit a claim with all supporting documents to request reimbursement for eligible expenses.

After you’ve picked up the car, any extension must be arranged directly with the rental supplier and confirmed by them according to their procedures.

VerusCars can’t extend a rental that has already started. If you still need more time, we can help you make a new booking, which may require returning to the supplier’s office to update the agreement or collect a different vehicle.

If you purchased Full Coverage through us and you extend the rental with the supplier, please contact us to extend your coverage as well, so you remain protected for the additional days. If you purchased RentalCover, you can usually extend protection by buying a new policy for the extra period directly through RentalCover.

If your rental car breaks down, contact the supplier’s breakdown assistance service right away. You can find the phone number on the rental agreement you signed at pick-up. Then contact the supplier to confirm what to do next and whether they can provide a replacement vehicle.

Depending on the situation, the supplier may charge for towing or damage and may deduct these costs from your security deposit. If you purchased Full Coverage or RentalCover, keep all receipts and documents and submit a claim to request reimbursement for eligible expenses.

Most suppliers expect you to return the car in a similar condition to when you collected it. Normal day-to-day dirt is usually fine, but if the vehicle is returned excessively dirty and needs more than routine cleaning, the supplier may charge a cleaning fee. Any such fees should be listed in the supplier’s terms and conditions.

Inside the car, remove personal items and any rubbish. If there were spills, sand, or heavy dirt, a quick wipe and basic vacuum can help avoid extra charges. For the exterior, the car doesn’t need to be spotless, but it should not be covered in heavy mud or thick dirt. A full wash is not usually required, but returning it reasonably clean is recommended.

If you’re unsure what the supplier considers “excessively dirty,” ask at pick-up or check the rental conditions to avoid surprises at drop-off.

If you think you’ll be late or want to keep the car longer, contact the rental supplier as soon as possible. Many suppliers allow a short grace period (often one to two hours), but this varies and is not guaranteed. If you return the car after the grace period, you may be charged a late return fee and/or an extra day of rental.

You can find the supplier’s contact details on the rental agreement you signed at pick-up or on your voucher. If you extend the rental directly with the supplier, remember to check whether you also need to extend any Full Coverage or RentalCover you purchased.

Usually not. The supplier has reserved the car for the full rental period, so unused days are typically non-refundable if you return the vehicle early.

The same applies to any Full Coverage or RentalCover you purchased, which is generally not refundable for unused days.

Drop-off depends on the supplier. In many cases, you return the car to the same location where you picked it up, but some bookings may have a different return point. The supplier’s address and contact details are shown on your voucher.

At pick-up, the rental agent should explain the return procedure, including where to park, whether you need to return the keys to the desk, or if you should leave them in a key drop box for after-hours returns.

Before handing the car back, keep your final fuel receipt until your deposit is released, and take photos or a short video of the vehicle’s condition. It’s also a good idea to note the exact drop-off time, especially if no agent is present.

We can provide a receipt for any prepayment you made on the VerusCars website. To request it, message us with the details you want included. If you need a VAT invoice, include your VAT number and company address (your VAT number must be valid for international use).

Invoices can only be issued after drop-off. Any amounts paid at pick-up are charged by the rental supplier and must be invoiced by them separately. If you need a specific company name or address on the supplier’s invoice, request it at pick-up, as it’s often not possible to change later.

If you forgot to ask or you were in a hurry, use the supplier’s contact details on your voucher to request their invoice directly. In some destinations, data protection rules may require the supplier to issue invoices only to you, not through a third party.

Invoices are issued in PDF format.

Start by checking your voucher, which shows what you were expected to pay at pick-up, and compare it with the rental agreement you signed. If you added extras at the desk (for example child seats, GPS, winter equipment, or cross-border permission), the price would increase and it should be listed on the rental agreement.

The total can also be higher if you upgraded the vehicle, extended the rental, or added extra drivers that weren’t included in the original booking price.

If the supplier added insurance or services you did not agree to, you’ll need to contact the supplier directly, as this was agreed at pick-up under the rental agreement you signed. Their contact details are on your voucher.

If you’re still unsure what caused the difference, message us and we’ll help you review the charges.

We appreciate you taking the time to share your experience. You can leave a review on Trustpilot, and if one of our agents was especially helpful, please mention their name so we can pass on your feedback.

If your rental didn’t go as expected, you can file a complaint through the My Booking page. Click “File a claim” within 90 days of returning the car. We’ll review your case and reply with a decision within 28 calendar days, depending on the complexity.

We usually process claims within five days of receiving them. In some cases, it can take up to 28 days, especially if we need additional information from the rental supplier. Longer processing times are rare, and we will keep you informed during the review.

If you’d like an update, reply to the same email thread where your claim was created so our claims team can assist you directly. We’re not able to provide claim updates by phone, as claims are handled via email to keep all details properly documented.

If you left an item in the rental car, contact the rental supplier as soon as possible. You can find their phone number on the rental agreement you signed at pick-up or on your voucher. The sooner you reach out, the higher the chance they can locate and return your item.

Post-rental charges can happen for several reasons, such as damage, extra mileage, tolls or fines from the rental period, additional cleaning, missing fuel, or fees for a late return or dropping the car off at a different location.

Check your rental agreement and any receipts or documents you received to see what the charges relate to. If it’s still unclear or you believe something is incorrect, contact the rental supplier for a detailed breakdown. Their contact details are shown on your voucher or rental agreement.