FAQ
Can I extend the rental agreement by telephone?
No. Extensions can only be made in person at any of our stations, and not only at the place where the contract was signed.
The rental agreement grants a grace period of 29 minutes. After this period, the additional amount due for the rental corresponds to 24-hour periods of the prevailing National Public Rates, which usually has a value higher than the one contracted initially.
The date scheduled in the agreement to return the vehicle has expired, how should I proceed?
The rental agreement must always be updated. If the scheduled date of return of the vehicle has passed, you should go to any of our stations in order to rectify this.
I have an internet payment contract through a tour operator, can I extend the contract directly with Guerin, taking advantage of the same tariff that was applied for the initial payment?
For this purpose, you should contact the tour operator with whom you booked directly. If the extension is made locally at one of the Guerin stations, the applicable value is shown in the public tariff schedule in force.
I made the reservation online with a tour operator, can I cancel the reservation directly with Guerin?
The reservation can only be cancelled with the tour operator that received the respective payment, so cancellation is subject to cancellation and refunds policies agreed upon with that entity.
I am seeing prices for car rental on the internet (outside the Guerin website or via a broker), however I would prefer to rent directly from Guerin, can I make the reservation with you?
Yes, however, the applicable rate will be different from that on the partner sites. When making the reservation directly with GUERIN, its own tariff will be used.
Can I drop the vehicle off at an office other than the one where I picked it up?
Yes, but an additional travel fee between 40€ and 150€ (one way national) may be charged, depending on the places of origin and destination of the trip, where the destination office is in a different region from the initial one. You should request the applicable information on your particular contract at the time of picking up the vehicle, or when making your reservation.
I do not have a credit card, can I use a debit card for a deposit?
No, for the purposes of excesses and deposits, Guerin only accepts credit cards (valid for at least 1 month) in the name of the person named in the rental agreement or of the authorised driver.
I have already made a reservation, but I do not have credit card. Can I use a family member’s credit card?
It is only possible to use a credit card that is not in your own name if the cardholder is present when the vehicle is picked up and is named as an additional driver.
During the rental period, it is only possible to associate a rental agreement with the credit card presented as well as with the Client. This service will be subject to an additional cost, which will vary according to the type of contract and the prevailing price schedule, which may be consulted at any of our stations.
In reservations made on the GUERIN website it is necessary to present a credit card, however, I do not have a credit card. Can I ask a family member to lend me their credit card, even if they are not designated as a driver?
No. The credit card indicated at the time of booking must belong to the driver of the rented vehicle.
At the time of booking through your website, I indicated a credit card, however, I want the rental fee to be debited from a different credit card. Is this possible?
No. The credit card presented at the time of the online booking by the Driver will be the credit card to which the rental fee will be charged.
I do not have a credit card. Can I use a virtual / digital credit card (created through a smartphone or computer application)? Can I use credit or debit cards intended for currency exchange (example: N26 and Revolut)?
Yes, however you will need to prove payment using one of the following ways:
- Open app on showing the transaction
- Present a bank statement proving the movement or proof of the transaction.
In order to make the Security Deposit / Credit Authorization, you must present a credit card, valid within 30 days after the scheduled closing date, on your behalf. If you are not a credit card holder, you cannot rent.
I am going to rent a car with Guerin, how do I pay the tolls and the ex-SCUTs (shadow tolls)?
Guerin vehicles are equipped with a Via Verde device and the Toll Service can be signed up for by the client at the beginning of the contract. This service costs € 1.85 per day and up to a maximum of € 18.50 per rental contract (even if it lasts 30 days).
By not subscribing to such service, you will not be able to use the "Via Verde” features, and the payment of tolls is your responsibility.
In this situation you should follow the payment procedures recommended by "Via Verde", namely:
- In the case of tolls with Toll Chargers, take the ticket at the start and pay the tolls at the end upon presentation of the ticket.
- In the case of tolls with gantries – you should visit an office of the CTT to make the payment, two working days after passage and having 5 days to proceed with payment. If toll amounts are not available for payment, CTT stations have a "Declaration of Presence" that should be requested for a possible complaint to the concessionaire.
You can also use the websites www.pagamentodeportages.pt and www.ctt.pt/financas-e-pagamentos/portagens/portagens-em-divida. In both cases, it should be verified that all tickets relate to the period of use of the car and no values should be settled in relation to other agreements, otherwise it will not be possible to reimburse the amount paid.
I signed up for the Via Verde service. Do I have access to all associated services, such as, for example, payment for car parks or refuelling?
No. Guerin vehicles are equipped with a Via Verde device solely and exclusively for the Toll Service.
I did not sign up for the Guerin toll service. Can I do so in the middle of the contract?
Yes, however, activation of the service has no retroactive effect with regard to tickets, and the previous tolls must be settled by the driver with the CTT. Thus, toll management will only be carried out after activation of the service in the contract. To activate the service in the middle of the contract, it is necessary to visit the nearest Guerin station to pay for the service and sign an amended contract, as well as present a credit card.
I arrived to pick up my vehicle and was informed that my rental has mileage limitations, but I was not informed of this. (Drive4Less product)
Legally, Guerin must present the contractual conditions regarding the reservations received. The conditions of the Drive4Less product we offer are duly agreed with all tour operators with whom we have an agreement. All rental conditions must appear on the booking voucher provided by the tour operator and may be duly clarified with the entity from whom the reservation was acquired.
Mileage limits vary depending on the rental area, i.e.:
- Lisbon and Porto: 60km per day
- Algarve: 40km per day
After the daily limit of kilometres included, the additional cost per kilometre is 0.45 €.
At the end of the rental, your staff cancelled the blocked charge on my credit card and gave me the cancellation slip, but my bank has not yet unblocked the amount. The information they have given me is that your cancellation request has not been received.
Under the Visa, Mastercard, Amex and Diners rules, issuing banks have between 24h and 48h to reflect the cancellation request on the card statement / account.
Whenever there are exceptions to compliance with the deadlines mentioned above, the cardholder should contact their bank, claiming the release by presenting the proof in his possession.
I had an accident with the rented vehicle, how should I proceed?
You should complete the European accident statement provided with the contract documentation, paying attention to complete it properly. It is important that all fields are fully completed and that the statement is signed by the parties involved in the claim, so that it can be claimed from the insurance company. Where there is disagreement between the parties, the competent authorities should be called upon to prepare a police report.
In both cases, the driver must present all documentation relating to the accident in his / her possession at a Guerin station. A contact email address should also be left in the rental contract so that the information regarding the completion of the process may be sent more expeditiously.
How long does it take to receive an answer regarding the claim process?
In processes involving a "European accident statement” duly completed and signed by the parties concerned, the process is completed in around 30 business days, so that, whenever there is doubt on the part of the insurance companies, the process may be extended beyond the usual time limit.
Is it necessary to wash and refuel the vehicle before dropping it off?
Yes, the car must be returned in the same condition as it was in when it was picked up. All necessary information is on the status sheet / contract delivered at the beginning of the contract. Failure to comply will result in additional costs.
All our vehicles are delivered to the Customer with the fuel tank full and they must be delivered under the same conditions. If it is not delivered under these same conditions, we will provide the refuelling service, charging the value of the fuel (which is normally higher than the price at traditional petrol stations) and the prevailing filling rate.
In the case of washing, there may be an additional cost in accordance with the following criteria:
- 1 - 31 € - Vehicles that are unusually dirty due to, for example:
Leftover food, bottles, garbage, papers, nappies, dog hair and sand only one seat.
- 2 - 62 € - The same damage as referred to under item 1 + unusually dirty bodywork (due to, for example, mud).
- 3 - 92 € - Stains on the seats, dog hairs and sand on more than one seat or in the luggage compartment.
I need to refuel the car, what fuel should I use?
You should check this information on the fuel filler cap. If, exceptionally, the information is not affixed, you should contact us, so we can check on our system.
I filled the vehicle up with the wrong fuel. What should I do?
If you have filled the vehicle up with incorrect fuel, you should immediately stop the vehicle and call the Travel Assistance service (via the telephone number: 214 405 046).
Please note that failure to stop the car may result in mechanical problems and additional costs.
Incorrect refueling will give rise to the following additional costs:
- 200€ IVA relating to the cleaning of the fuel tank
- Value of a full tank (value variable depending on fuel and vehicle used)
Can I smoke inside Guerin vehicles?
You cannot smoke inside GUERIN Vehicles.
Any evidence of such conduct collected on the vehicle determines the payment of a penalty by the Customer (150 €).
