Frequently asked questions

Driver must present the following documentation to collect the car;
• Reservation number or Voucher
• ID /NIE/ Valid Passport
• Valid and current type B driver's license is required.

All documents must be original and presented in person.

Not accepted: provisional or learner driver's licenses, digital, QR codes, or image copies.

Same requirements are applicable to the additional drivers.

To make a reservation for the car, the following forms of payment are accepted: credit cards, debit cards, transfers, payment link or cash. Payments with bank cheques are not accepted.

If you have not received a confirmation, please contact us at support@sologroup.net

    • Minimum: 24 hours
    • Maximum: 31 days

SOLO rent a car cannot guarantee a specific vehicle model for bookings with "or similar" marks or bookings made through a third party company such as brokers or price comparison websites.

In all of the above cases, we guarantee the following: 

    • Vehicle class
    • Body type
    • Transmission type

If you want to be guaranteed a particular model, you need to contact the office by emailing mlg@sologroup.net and making an enquiry.

All available additional services can be arranged at the time of booking or at the time of car pick-up.

You can find the working hours on our website's "Contacts" section. For out of hours collection or return there may be an additional 45€ charge. Customer is expected to collect and drop off the vehicle within the same time frame as stated on their reservation or contract. 

Please inform us regarding flight delays so we can organise accordingly. 

Telephone for both offices: +34 951 509 999
Email adress for both offices: support@sologroup.net
 

Otherwise, the "120 minute grace period" will be implemented and the reservation may be marked as "NO SHOW".

In most cases, once the 120 minute grace period has passed, the reservation might be marked as "NO SHOW" and cancelled. 

However, we encourage the cusomer to consult the status of their reservation by calling or emailing us; 
Telephone for both offices: +34 951 509 999
Email adress for both offices: support@sologroup.net

If the reservation is still active, the customer can come and collect the vehicle during the office business hours. 
 

Yes, you can make a reservation on the website for the closest hour. 

Yes, you can. But in this case, you must choose from the vehicles that are available, so we recommend booking in advance. 

The rented vehicle must be used on the territory of Spanish mainland and Gibraltar. You cannot visit the Canary Islands, Balearic Islands, Ceuta and Melilla. Visiting other countries is strictly forbidden.

Yes, you can either select a different office for drop-off when making the reservation on our website, or communicate the request to the rentals desk at the time of vhicle collection. There will be a "One Way" fee (60€) for returning to a diferent location. 

The client is required to make a deposit upon the receipt of the car. The amount of the deposit depends on the car model and pack type. You can find out the amount of the deposit on our website or in the rental voucher.

You do not need to clean the car before returning, regular car cleaning is included in the rental price.

However, please note that irregular contamination, anti-smoking cleaning and animal soiling will incur additional charges of 100-450€ depending on the severity and how long it takes to bring the car into a condition in which it can be rented again.

Please notify the office of possible late arrival. 

There is a 60 minute grace period.
    • Delay up to 1 hour: free of charge
    • Delay up to 2 hours: the cost of 1 days rent.
    • Delay of 3 hours or more: 50€ late return fee + the cost of 1 days rent.

There won't be an additional charge for early return, but your payment for the unused time will not be refunded.

Yes, please have the booking voucher/confirmation with you when collecting the vehicle, it can be printed or in digital format.

Assuming there are no contract violations that may impede, average return time is 7-10 business days, but can take up to 30 days. If there are contract violations, SOLO rent a car reserves the right to withhold the deposit until we are able to provide an accurate final invoice for damages caused or the client is obsolved of financial responsabilty.
 

You must contact the office where you booked the rental, using the phone number provided by our managers. 

Immediately contact the Police, and make an official report. You must present the Police report and the vehicle keys to the nearest SOLO rent a car office within 24 hours.

Personal belongings are not included in the insurance coverage and, therefore, SOLO rent a car does not bear responsibility for their loss. We suggest that you contact the local police department as soon as possible with a theft report. 

You will need to go to the local car pound (you will find a sticker on the floor where you had parked the car, it'll include the address and contact information of the car pound), or you can contact the local police, or you can contact the local police for information.

Once you arrive at the car pound, you will be required to pay the corresponding penalty and the cost of evacuating the vehicle. In this case, SOLO rent a car is not responsible for the penalties and the retrieval of the car.

Attention! To retrieve the vehicle, please bring your rental contract and a proof of ID that is also reflected on the rental contract. 

If medical assistence is necessary please contact the ambulance by calling the number 112.

The driver has to fill out the Standard European Accident Statement" (Declaración amistosa de accidentes) which is located in the glove compartment together with an example and vehicle documents.
We ask you to exercise maximum caution when exiting the vehicle; wear a safety vest and set up the necessary warning signs. You will find all the necessary equipment in the trunk of the car.

You must email the signed documents togeher with the pictures of the incident to support@sologroup.net and also deliver the original documents to a SOLO rent a car office. 

This report must be delivered to the nearest SOLO rent a car office within 24 hours after the incident.

In case the vehicle cannot continue, contact the Roadside Service number. You will need to name the insurance policy, license plate number and specify your exact location.

SOLO rent a car will provide a replacement vehicle at no additional cost in the event of a mechanical breakdown. In the case of vehicle damage, you can rent a new vehicle with an applied discount, and pick it up from the nearest SOLO rent a car office.

If you have been fined during the period of your rental, we will provide your data to the corresponding authority so that you can receive the fine in your country as soon as possible. Keep in mind that there will be a 45€ charge for Fine administration services. The driver is responsible for paying the fine.

If you have forgotten any personal objects in the rental vehicle, you can send an email to support@sologroup.net or call +34 951 509 999, indicating a description of the object, the contract number and the rental dates.

Unfortunately, at SOLO rent a car we are not responsible for the loss or damage of personal property left or forgotten in the vehicle during the rental period.

After the end of the rental period, you can request an invoice from support@sologroup.net. For us to create an invoice, you will need to provide the following details; 

• Contract number and name of driver
• Invoicing name 
• Address 
• Contact details
• VAT registration number 

Minimum 48 hours before picking up the vehicle. 

For Basic Pack;

With this pack it is NOT possible to modify the reservation.

In the event of cancellation, SOLO rent a car will retain 30% of the total rental price, plus €50 for processing fees.

If the amount of rent paid is less than the estimated amount for cancellation, there will be no refund, nor will any additional payment be required from the client.

Said cancellations can be made by contacting the following email: support@sologroup.net

For PREMIUM+ Pack;

With this pack, YES you can cancel the reservation.

Cancellations requested more than 48 hours before the start of the rental, we do not retain any amount paid.

Cancellations requested less than 48 hours before the start of the rental, SOLO rent a car will retain 30% of the total rental price, plus €50 for processing fees.

If the amount of rent paid is less than the estimated amount for cancellation, there will be no refund, nor will any additional payment be required from the client.

Said cancellations can be made by contacting the following email: support@sologroup.net

To cancel or modify a booking, please contact us at: support@sologroup.net

Please don't forget to mention your reservation number for us to easily locate your booking. 

You have to contact the third party company. SOLO rent a car can only make changes to or cancel bookings that were made directly through our company. 

When renting the vehicle, the client must be over the age of 21 and have held the license for at least a year. 
For all drivers aged between 21 and 25, a young driver fee will be applied. 
Some vehicle groups are restricted for young drivers. 

Only persons listed as primary and secondary drivers in the rental agreement are allowed to drive the rental vehicle. Remember that insurance will not cover any kind of accident, which occurs with an unauthorized driver.

Please check the kiloemeter limit for your vejicle group and contract duration;

UNLIMITED MILEAGE: SOLO rent a car rents vehicles for tourism purposes. If the vehicle has excessive mileage, the kilometers not corresponding to the intended purpose during the rental or the vehicle is used for different purposes, resulting in the vehicle with excessive mileage for it, SOLO rent a car reserves the right to terminate the contract and reject future customer service.

SOLO rent a car operates under Full to Full policy: the vehicle is given with a full tank and should be returned with a full tank.

Upon vehicle return, if fuel tank is not full, the customer pays the current market price of missing fuel + 19€ Refuelling charge. 

You can pre-book this option and return the vehicle with an empty tank. The price of this option varies depending on the vehicle model. 

If you accidentally fuelled the car with the wrong type of fuel, please do not start the engine and do not drive the vehicle. Contact the company office immediately at +34 951 509 999 and notify us about the incident. 

Basic insurance included in the car rental price consists of CDW (Colission Damage Waiver), Third Party Liability and coverage in case of Theft. 

CDW insurance coverage or “Collission Damage Waiver” limits the driver’s liability to a franchise – a maximum sum that can be withheld from the deposit if the vehicle you rented received damage during your rental.

The CDW insurance does not cover damages to the vehicle that are not justified by a third party European Accident Statement and damages to the windshield, rear and side windows, tires, bottom of the vehicle, loss of keys, lock breakage, or towing. 

TР or “coverage in the event of theft” limits the driver’s liability to a franchise – a maximum sum that can be withheld from the deposit if the vehicle gets stolen or received damage in a theft during your rental. Malicious or negligence cases are not covered. 

Franchise / Excess / Deductible / Pre-Authorization is the amount you pay (or that is held back by the car rental company) in the event of any damage or accident claim. The franchise is the maximum financial responsibility the customer will have over the vehicle in the event of a car accident. 

Negligence or malicious cases are never covered by insurance. 

For selected vehicle groups you can contract PREMIUM+ and reduce the franchise to 0€. 

For Premium and Luxury class vehicles you can reduce the deposit by 50%. You can select this option in "Extra Options" before completeing your reservation. 

The vehicle group can be consulted on our website, T&C document, Rental Voucher or rental contract. 

Negligence or malicious cases are never covered by any insurance. 

For any additional information you can contact support@sologroup.net or by calling +34 951 509 999
 

If you have an insurance policy or additional insurance to a credit card or insurance agency (including broker websites or aggregator) through which you made the reservation, it is important to remember that those insuance packs are unrelated to SOLO rent a car. Therefore, you will have to pay a full deposit amount with a franchise, or purchase our additional insurance.
If during the rental period the car is damaged, you will pay it within the amount of the security deposit, and then you can claim compensation from the company from which you purchased the insurance policy.

During the booking process, you can view the list of additional services that we offer and their cost:
    • Additional driver (up to 3 drivers per rental)
    • Child seat, baby seat or booster seat
    • Fuel option “full-empty tank”
    • GPS-navigator 
    • Portable WIFI 
    • PREMIUM+ Pack
We strongly recommend that you book the additional services ahead of time so that we can guarantee their availability at the moment of vehicle delivery. 

Deposit amount varies for different groups and the insurance package the customer selects.

You can check the website, T&C Document, reservation voucher or contacting us via email support@sologroup.net or calling +34 951 509 999.

The deposit is the guarantee for the fulfilment of the client's contractual obligations. It is most commonly used in cases of;

    • Additional mileage 
    • Late vehicle return 
    • Lack of fuel upon vehicle return 
    • Vehicle Interior & Exterior damages
    • Loss of vehicle keys
    • Loss or breakage of additional devices (GPS, etc.) 
    • Inadequate driving or car use
    • Violation of general agreement terms. 

To cover for incidents such as late return, vehicle abandonment, missing fuel, wrong fuel, loss of keys, border crossing without permission, or negligence.