Frequently Asked Questions - FAQ's
I need to refuel the vehicle. What fuel should I use?
Information about the correct fuel type for the vehicle is indicated on the fuel tank cap. In exceptional cases where this information is not available on the cap, the client should contact Guerin for confirmation before proceeding with refuelling.
Is there an additional charge if the vehicle is returned with less fuel or charge than expected?
Yes. All Guerin vehicles are handed over to the client with a full fuel tank and must be returned in the same condition. Should this not be the case, Guerin will arrange the refuelling service, and the cost of the missing fuel will be charged, plus the applicable refuelling fee in force. In exceptional cases where the vehicle is handed over without a full tank, it must be returned with the same fuel level as recorded at the time of collection.
In the case of Guerin's electric vehicles, these are equally handed over with a charged battery and must be returned in the same state. The missing energy will be charged to the client in accordance with the applicable kWh rate in force, plus the respective recharging fee, according to the values defined by Guerin.
In the case of Guerin's electric vehicles, these are equally handed over with a charged battery and must be returned in the same state. The missing energy will be charged to the client in accordance with the applicable kWh rate in force, plus the respective recharging fee, according to the values defined by Guerin.
I refuelled the vehicle with the wrong fuel. How should I proceed?
In the event of refuelling with the wrong fuel, the driver must immediately stop the vehicle and contact Guerin's Roadside Assistance service through one of the following numbers:
- (+351) 800 201 833 — freephone number;
- (+351) 211 236 711 — charged at the national landline rate.
Failure to stop the vehicle may result in mechanical damage and additional costs, which will be the driver's sole responsibility. Incorrect refuelling will also incur the following charges: - €500, plus VAT, for cleaning the fuel tank;
- The cost of a full tank of fuel (variable depending on the fuel type and vehicle).
How does payment for tolls and former SCUT roads work in Guerin vehicles?
All Guerin vehicles are equipped with the Via Verde system, regardless of whether the client has requested it. This service, known as the Toll Service, is only activated when the client passes through a SCUT or toll point using the device.
Charges will apply only on the days on which the system is actually used, up to a maximum of 10 days. A day is considered to be the period between 00:00 and 23:59, with the daily Toll Service charge being €2.36.
To use the Toll Service, the client must present a credit card valid for at least 30 days after the contract end date.
Whenever the user passes through Via Verde, both the toll service charge (for the days of use) and the respective toll charges will be debited to the contracting company or to the driver's credit or debit card.
Charges will apply only on the days on which the system is actually used, up to a maximum of 10 days. A day is considered to be the period between 00:00 and 23:59, with the daily Toll Service charge being €2.36.
To use the Toll Service, the client must present a credit card valid for at least 30 days after the contract end date.
Whenever the user passes through Via Verde, both the toll service charge (for the days of use) and the respective toll charges will be debited to the contracting company or to the driver's credit or debit card.
With Guerin's Via Verde service, do I have access to other services, such as parking or fuel payment?
No. The Via Verde device installed in Guerin vehicles is intended solely and exclusively for the toll management and payment service (Toll Service), and does not permit payment for car parks, fuel or any other services associated with the Via Verde system.