Frequently asked questions

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.

You can only pick up your car during office hours: 

Marbella
Monday - Friday: 10:00 - 19:00
Saturday - Sunday: 10:00 - 14:00

Málaga
Monday - Friday: 8:00 - 22:00 
Saturday - Sunday: 9:00 - 20:00. 

You can return your vehicle at any time of the day, however, you will need additional instructions to return it outside these hours. You will find these on your email together with your booking confirmation.

If you delay the return of your car for longer than an hour, a full day will be charged. There are no additional charges for delays of less than one hour.

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 vehicle collection. There will be a “One Way” fee (€60) for returning to a different location. 

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.

Please let us know about flight delays, and we will offer you another time for car pickup.

Phone: +34 951 509 999
E-mail address: support@sologroup.net

Normally, if the customer does not show up within two hours of the scheduled time, the reservation may be marked as “NO SHOW”. If you have scheduled a drop-off time in the evening hours, you should be able to pick up the car before the office closes.

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.

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 
    • 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. 

On the main page of SOLO Rent a Car, select the desired dates for car rental and location - Malaga Airport or Marbella.

From the list that appears, choose the suitable car. Use the search tools to quickly find the right vehicle.

Select the necessary additional services, fill in the personal information, and receive a booking confirmation and voucher by email.

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. 

Minimum 48 hours before picking up the vehicle. 

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. 
 

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

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.

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. 

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. 

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. 

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.

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.

Yes, if they are added as additional drivers in the car rental agreement. Up to 3 additional drivers can be added to one contract.

Allowing someone not specified in the rental agreement to drive the car is a direct breach of the contract. All liability in case of an accident falls on the main driver, in addition to the liability they have towards the company.

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

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
 

The minimum rental period is 24 hours.
The maximum period for which you can book online is 31 days. You can book a car for a longer period of time by contacting our reservation department. We will check availability and offer you the most suitable options.

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. 

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. 

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. 

In most cases, we do not set a mileage limit. However, there are limits for some vehicle groups and contract periods. Full information about the limit and the cost of additional mileage is available on the order page and in the rental rules.

Please note: SOLO rent a car rents vehicles for tourist purposes. If the vehicle has excessive mileage that is not appropriate for the intended purpose during the rental period, or the vehicle is used for other purposes, resulting in the vehicle having excessive mileage for it, SOLO rent a car reserves the right to terminate the contract and refuse 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 the fuel tank is not full, the customer pays the current market price of missing fuel + €19 refueling charge. 

The minimum age to rent a car is 21, with a minimum demonstrable driving experience of 12 months.

Drivers aged 21 to 25 are considered young drivers, and in this case, the car rental includes a small additional fee. This additional fee is also included in the rental when the driver's experience is between 1 and 4 years.

Some cars may be unavailable for rental for young drivers.

There is no maximum age for renting a car, however, SOLO rent a car reserves the right to refuse service to drivers over 69 years old

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
    • Transmission type

For the Luxurу & Sports category, we guarantee to provide the model of the customer's choice at no extra charge.

If you want to be guaranteed a particular model, you need to contact the office by emailing carrental@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.

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.

Rental days are calculated in 24-hour periods, starting from the moment the car is delivered to you and ending when it is returned along with the keys, documentation, accessories, and additional equipment of the company. You must return the car before the contract expires.

Returns delayed by up to 1 hour do not incur an extra charge. If delayed by up to 2 hours, a day's rental fee will be charged. In case of a delay of 3 hours or more, a fine of €50 plus payment for 1 day of rental will be charged.

If the customer does not return the car on the scheduled day and passes more than 24 hours without notifying the company, it will be considered illegal retention of the vehicle. If the customer does not return the car on the scheduled day, the company will be forced to contact law enforcement authorities.

If you are delayed, please contact us by phone at +34 951 509 999 or by email at support@sologroup.net to make changes to the rental agreement and minimize potential costs.

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. 

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

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.

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

Please use extreme caution when exiting your vehicle, wear a vest and put on the necessary warning signs. All necessary equipment can be found in the trunk of the vehicle.

The driver must fill in the “the Standard European Accident Statement” declaration form, which can be found in the glove compartment together with a sample and the vehicle documentation. You must fill out the documents correctly and get signatures from all parties involved in the incident. Be sure to include all information about the other cars involved in the accident. Also, take photos of the accident and include the location where the accident occurred. If the police were on the scene, get the document that the police officers drew up and record the document's registration number, indicating whether it was national or local police.

Send the documents along with photos of the incident to support@sologroup.net, and deliver the original documents to the SOLO rent a car office within 24 hours of the accident.

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.

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 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. 

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 such as cigarette odor, animal fur, or sand in the cabin will incur an additional charge of €100-450 depending on the severity. How long it takes to get the car in a condition where it can be rented again.

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.

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.

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

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 

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 absolved of financial responsibility.