Frequently Asked Questions - FAQ's

What payment methods does Guerin accept?

Guerin accepts the following payment methods:

  • Debit card;
  • MB WAY;
  • Credit card (with a minimum validity of 30 days after the end of the rental period).
    Payments by cheque or cash are not accepted.
    For the purposes of fuel or excess deposits, a physical and valid credit card in the name of the rental contract holder is always required.

Can payment or the security deposit be made at a different station from the one where the vehicle is collected?

No. Payment and the security deposit may only be made at the time of vehicle collection, by the reservation holder, at the station where the collection takes place.
In the case of reservations made through the Guerin website or via a broker, payment for the reservation must be made directly through that channel, with the respective security deposit being provided at the collection station.

What is the difference between the excess and the security deposit in Guerin vehicle rentals?

The excess corresponds to the driver's financial liability towards Guerin in the event of damage to or theft of the hired vehicle. The client may purchase one of Guerin's protection products, which allow the excess to be reduced to €0 or limit liability to a maximum of €300 or €600, depending on the hired vehicle.
The security deposit is a mandatory deposit, made on a physical credit card in the name of the reservation holder. This amount may be used in the event of additional charges. Should no charges arise, the deposit amount is automatically released upon closure of the contract.
If the client adds one of the protection packs, the amount to be blocked on the credit card will correspond to 50% of the vehicle's security deposit.

Can the excess be reduced to €0?

Yes. The excess can be reduced to €0 by purchasing Guerin's additional protection products, namely the Pack Premium Gold or the Pack Platinum.
However, a security deposit by credit card in the name of the driver will still be required. The packs have a daily cost of between €14 and €50, up to a maximum of 15 days per rental contract (which may have a maximum duration of 28 days).
It is important to note that the liability limitations provided by the packs do not apply in the following situations:

  • Violation of the vehicle usage rules;
  • Wilful or negligent conduct;
  • Breach of the Highway Code;
  • Whenever the situations giving rise to liability occur when the vehicle is not being driven by the client or by an authorised driver.

I do not have a credit card. Can I use a debit card as a security deposit?

No. For the purposes of excess and security deposit, Guerin only accepts a physical credit card, which must meet the following requirements: it must be in the name of the rental contract holder and have a minimum validity of 1 month after the contract end date.

I do not have a credit card. Can I use a family member's card, even if they are not registered as a driver?

No. The credit card presented at the time of vehicle collection must be in the name of the driver. At the time of collection, the client must present a valid physical credit card in the name of the driver, valid for at least 30 days after the expected contract end date. This card will be used for the security deposit, i.e. the vehicle's caution.

I do not have a physical credit card. Can I use a virtual, digital or exchange service-linked card (such as N26 or Revolut) for payment?

Yes, it is possible to make the reservation payment using virtual, digital or exchange service-linked cards (such as N26 or Revolut), upon presentation of proof of payment. This proof may be:

  • The transaction visible in the mobile application;
  • The bank statement showing the relevant transaction;
  • The transaction receipt.
    It is important to note that, for the purposes of the security deposit or credit authorisation, it will always be necessary to present a physical credit card in the name of the main driver, with a minimum validity of 30 days after the expected contract end date. Without the presentation of this physical credit card, it will not be possible to complete the vehicle rental.

At the time of vehicle collection, can I use a different credit card from the one used for the online payment?

Yes. The physical credit card presented at the time of vehicle collection may be different from the card used for the online payment, provided it meets the following requirements: it must be in the name of the main driver and have a minimum validity of 30 days after the contract end date.

I used a credit card for my online reservation. Is it possible to charge the rental amount to a different card?

No. The rental amount will be charged to the credit card presented by the driver at the time of the online reservation and it is not possible to change the card to be charged for the rental.

The excess blocked on the credit card has been cancelled, but the bank has not yet released the amount. How should I proceed?

According to information provided by RedUnicre (the entity responsible for managing credit card transactions in Portugal), cancellations carried out at ATM terminals are communicated in real time to the issuing bank. The bank's acceptance of the request and the issuance of the respective cancellation receipt confirm the transaction.
According to the international rules of Visa, Mastercard, American Express and Diners, issuing banks have a period of 24 to 48 hours to reflect the cancellation on the statement or account associated with the card.
Should this period be exceeded, the cardholder should contact Guerin via e-mail at customerrelations@guerin.com.pt, requesting the cancellation receipt for subsequent submission to the issuing bank.

How can I obtain a copy of my Guerin invoice?

To obtain a copy of the invoice, the client should send a request to customerrelations@guerin.com.pt, indicating the reservation, voucher or contract number.