- WHAT TYPES OF CARDS ARE ACCEPTED FOR PAYMENTS?
You can pay for the rental with credit cards such as Mastercard, Visa, American Express, or even with a debit card. Please notice that the debit card will not be accepted for the excess deposit (liability).
- CAN I PICK UP MY BOOKED VEHICLE AFTER WORKING HOURS AT THE RENTAL LOCATION?
It depends on the station and will be subject to availability. An extra fee (after-hours fee) will be charged. You should contact our customer service, or even through the chat available on this website, so that we may clarify whether it will be possible or not.
- WHAT DOCUMENTS MUST I PRESENT WHEN I PICK UP VEHICLE?
- Valid passport or ID card;
- Valid driver’s license;
- Credit card under the main driver’s name;
- Reservation voucher (if applicable).
- CAN I RENT A ROOF RACK (E.G.: FOR BICYCLES)?
Yes, but it will depend on the car model as not all support this feature. Also, it will be dependent on the availability of the racks. An extra daily surcharge will be charged.
- IS THERE ANY WAY TO WAIVE THE DEDUCTIBLE?
By purchasing our Gold insurance package it is possible to waive the deductible to zero (0) in the event of an accident or damages as long as these are not considered a negligent act of driving. See the FAQ “What is the excess and how much will I have to leave” to better understand that even with the purchase of the Gold insurance package, it will still be necessary to make a minimum excess deposit in the amount of € 300.
- HOW MUCH IS THE DEDUCTIBLE?
Deductible values will depend on the type of vehicle you rent.
Minimum hold (**) from €845 and up (depending on rented car group)
amount due from the customer (*) from €845and up (depending on the rented car
(**) value of hold on your credit card at the time of the rental period
(*) the maximum amount charged in case of vehicle damage, except in cases of
- WHAT IS A DEDUCTIBLE AND HOW DOES IT WORK?
The deductible is the maximum value (*), that the client can pay in case of damages to the vehicle.
By signing the rental agreement, the totality of the deductible value (**) will be blocked on the credit card. If upon the return of the vehicle no new damages occur, the deductible amount is unblocked. In the case where the vehicle is returned with new damages, Wayzor will charge the value of the damages, as per the invoice of the appointed repair workshop, which may reach the maximum of the deductible (except in cases of negligence were any extra insurance acquired will be void and the client must pay the full cost of the repair).
(**) Minimum hold from €845 and up (depends on reserved group)
(*) Amount of customer deductible from €845 and up (depends on reserved group)
- CAN I USE A DEBIT CARD TO LOCK THE DEDUCTIBLE?
NO. At the moment, it isn’t possible to perform a deductible on a debit card.
- WHAT SHOULD I DO IF I ALREADY BOUGHT AN EXTRA NSURANCE COVERAGE THROUGH ANOTHER COMPANY?
In this case, it is important to consider that this coverage is not the responsibility of Wayzor. As such, the amount of the deductible must still be blocked, on the driver’s credit card, or you can choose to acquire our additional insurance packages.
If the vehicle suffers any damage, during the rental period, you will have to pay the total amount of the damages to Wayzor and claim a refund with the company where you purchased the extra coverage.
- HOW CAN I FIND OUT WHAT TYPE OF FUEL MY RENTED VEHICLE REQUIRES?
In the vehicle check-out report, you can find the type of fuel it consumes. In addition, all vehicles in the Wayzor fleet are labeled on the fuel cap with the respective type to be inserted.
If you insert the wrong fuel type in the vehicle, please do not start it and contact our roadside assistance department immediately. Please note that this is considered an act of negligence and cancels any type of coverage you have purchased (even the Gold insurance). If the roadside assistance team must go to the location to provide assistance dislocation fees will be charged.
- HOW IS THE MISSING FUEL CALCULATED?
The calculation will depend on several factors: the market price of the fuel, the vehicle model delivered, the capacity of the tank, and the type of fuel recommended by the vehicle manufacturer.
A refueling service fee of € 15.00 applies to the missing fuel.
MISSING FUEL COST = missing fuel + € 15.00 tax.
- WHAT IS THE VALUE OF ADDITIONAL COVERAGE?
The value of additional coverage depends on the car group of the rented vehicles. For more information, consult our price sheet for additional coverage.
- DO I HAVE TO SHOW PROOF OF RESERVATION WHEN I PICK UP THE VEHICLE?
Yes, it is always best to show the proof of reservation or the voucher if issued.
- CAN I ADD ADDITIONAL DRIVERS?
Yes, you can hire additional drivers however, a (one-time) fee of € 25.00 per driver applies. This option can be formalized both at the time of the booking, at the pick-up station, or even during the rental period. All drivers are required to present valid documentation.
- WHAT SHOULD I DO IF THERE’S A BREAKDOWN OR A PROBLEM WITH THE VEHICLE?
You should immediately contact our roadside assistance services whose number is on the rental agreement.
In this contact please be clear to identify the fault/problem that the vehicle presents as well as your location, at the moment, in case a roadside assistance team needs to go and meet you.
Please note that some situations can be considered acts of negligence and dislocation fees may apply (ex.: battery dead due to the lights being on upon the vehicle's rest period).
- WHAT SHOULD I DO IF I GET INTO AN ACCIDENT?
Stay calm, if there are any injured person/people, call the ambulance immediately. Police authorities must be called to the scene in order to perform a police report.
Then, together with the other driver, fill out the friendly declaration of automobile accident (DAAA). You must report the accident to Wayzor and deliver all documentation related to the accident (DAAA and police record).
In case that you do not report the accident and / or do not fill out the friendly declaration of automobile accident, all the costs of the accident will be charged to you even if you had purchased extra coverage as this is considered a negligent action.
- CAN I CHOOSE THE CAR MODEL OR OBTAIN A CONFIRMATION OF THE CAR I WANT?
Wayzor only confirms the vehicle category and not the model. The vehicle model for each group is for reference only. However, we will always make every effort to ensure that it is the characteristic model of the selected group.
- IS THERE A KILOMETRES LIMITATION ON RENTALS?
At the moment all of our rates are with unlimited kilometers.
- WHAT WILL I BE CHARGED IN CASE OF DAMAGES?
If new damages occur, of your responsibility, during the rental, you will be charged the amount corresponding to the repair up to the maximum of the deductible. Negligence acts invalidate any extra purchased coverage and the customer is responsible for damages up to the total commercial value of the vehicle (commercial value at the date of the rental).
- CAN I EXTEND THE RENTAL PERIOD?
It is possible to extend the rental period at the time of pick-up or during the rental itself. You should contact or go to the nearest rental station. The extension is subject to vehicle availability and additional payment.
- HOW PARKING TICKETS AND ROAD VIOLATIONS ARE PROCESSED?
Parking tickets and any violation of traffic rules are the responsibility of the renter (driver linked to the rental contract), who must pay them before returning the vehicle. Fines received by Wayzor, after the end of the rental, the driver of the rental agreement will be identified to the competent entities. Fines management fees may apply if Wayzor is asked to intervene in the settlement of the fines.
- LOST OBJECTS HOW TO REPORT?
If you need to contact Wayzor regarding objects left behind inside our vehicles, please contact our customer service. Wayzor is not responsible for objects left in the vehicle at the end of the rental agreement.
- DO YOU NEED TO CHECK THE VEHICLE CONDITIONS BEFORE YOU LEAVE THE PICK-UP LOCATION?
Yes, at the time of delivery, a thorough inspection of the vehicle will be carried out by the driver along with a Wayzor employee, in order to update the data contained in the rental agreement regarding the condition of the vehicle. If an anomaly is found, it must be reported before the vehicle leaves the station park, under penalty of this anomaly being, on the return, of your entire responsibility.
- IF I FORGOT MY IDENTIFICATION DOCUMENTS, CAN I STILL RENT THE VEHICLE?
No, unfortunately, in that situation you will not be able to pick up the vehicle nor will Wayzor return any amount that has already been paid.
- CAN I CANCEL MY BOOKING?
Any booking can be cancelled at any given time but to get a refund of any payment made the cancellation request must be made with a time-space of 15 days prior to the start of the pickup date. Otherwise, Wayzor will not refund the payment.
- WHAT IS THE EXCESS DEPOSIT AND WHAT IS IT'S VALUE?
The excess deposit is mandatory for all rentals and serves to cover additional costs that may occur during the rental such as lack/wrong fuel, damages, etc.
This will be blocked on the main driver's credit card, as stated in the rental agreement. The excess will be then released upon the vehicle's return, and if there are no amounts to be paid. The release will depend on your bank and the return period can vary from 15 to 30 days.
The excess amounts are associated with the deductible of each group and can vary between € 845 and € 2,800. As an example, the excess of group A (Volkswagen up) the most economic vehicle in our fleet is € 845.
If you do not want such large amounts to be blocked on your credit card, you can purchase our Gold insurance package and the excess deposit needed will be € 300.
- I ACQUIRED THE GOLD EXTRA INSURANCE PACKAGE DO I STILL NEED TO HAVE THE DEDUCTIBLE BLOCKED?
Yes. Even with the purchase of Gold insurance, a minimum deposit of € 300.00 must be blocked on the contract holder's credit card. This deposit is for dealing with fuel differences at the end of the contract as well as negligent acts such as wrong fuel, losing the vehicle key, etc.
- I DO NOT OWN A CREDIT CARD BUT A FAMILY MEMBER/FRIEND THAT ACCOMPANIES ME HAS. CAN I USE IT FOR THE DEDUCTIBLE?
Yes, however, the credit card holder will have to be added as an extra driver to the rental contract and a fee of €25 will be charged.
- I DID NOT WASHED THE CAR FOR THE RETURN WHAT CAN HAPPEN?
The vehicle must be delivered in the same cleaning conditions in which it was picked up. In case it is not, a cleaning fee will be applied, which may vary depending on the degree of dirt that the vehicle presents. Consult our price list for cleaning or contact our customer service for more information.
- CAN I REQUEST AN INVOICE IN PERSONAL'S OR COMPANY'S NAME?
Yes, you may and this request must be made at the beginning of the rental contract, namely when entering your data. If your reservation has been made on an online channel outside the Wayzor website (wayzor.pt) the issue of the invoice is the sole responsibility of that channel since the payment for the booking was made to this entity. Wayzor will not be able to issue any official (accounting) document for this purpose.
- IF I RETURN THE VEHICLE PRIOR TO THE RETURN DATE WILL I GET A REFUND?
No. The contract establishes the rental period. Therefore, if the vehicle is returned before the stipulated date, no values will be refunded for the days you did not use.
- WHO IS AUTHORIZED TO DRIVE THE VEHICLE?
The only people authorized to drive the vehicle are those included in the rental contract (main driver and / or additional drivers).
If the car is driven by unauthorized drivers, any type of extra coverage is canceled and any incident will be the sole responsibility of the rental contract holder.
- LEFT THE WAYZOR STATION DRIVED A FEW METERS AND NOTED THAT THE CAR HAS A PROBLEM WHAT DO I DO?
In this case, you must immediately return to the station and report your suspicions to the Wayzor employee, who will be in charge of assessing the situation and change the vehicle if necessary.
If you fail to do so and choose to continue your trip, any resulting damage/breakdown in the rented vehicle will be your sole responsibility and any and all charges will have to be paid by you as this will be considered a negligent driving act (Ex.: burnt clutch).
- IF STOPPED BY THE AUTHORITIES (STOP OPERATION) WHICH DOCUMENTS SHOULD I PRESENT?
You will need to present your driving license, green insurance sheet, and vehicle circulation declaration, and in some cases the periodic inspection sheet.
These last documents can be found in the glove compartment in Wayzor's green bag.
The loss of these documents incurs a fine of € 250.00 and they are the sole responsibility of the contract holder. Wayzor recommends that you always leave documents in the bag and inside the vehicle.
- WHAT TO DO IN CASE OF FAILURE, LOSS OR THEFT OF THE CAR KEY?
Contact Wayzor's customer service immediately so you can be informed of the procedures to follow.
Loss, malfunction of the key due to negligence (e.g. bathing with the key) or theft of the key incurs a fine as it is considered an negligent act. Wayzor will ask to the offical brand an invoice for replacing the key which must be paid in full by the client attached to the rental agreement.
If a support team, from Wayzor, needs to go to replace the key near the customer's location, a dislocation fee will be applied.
- WHAT TO DO IF MY CAR IS ASKING FOR ADBLUE?
Adblue is an additive that diesel vehicles need to reduce their gas emissions. If the indicator light comes on during the rental, go to a Wayzor station so that Adblue can be replaced or the vehicle replaced.
It should be noted that if you drive the vehicle until Adblue runs out, the vehicle will stop, and you will need to contact Wayzor customer service. The vehicle will have to be towed which may incur costs for the contract holder.
- DROP-BOX KEY SERVICE
We provide the DROP-BOX KEY service that allows all customers who need to return their vehicle, without checking in person with the Wayzor employee or without having to pay an hourly fee, before or after normal hours. of operation of the station will be able to do it with all the comfort and they will only have to park the vehicle inside the identified park of Wayzor and to place the key of it in the box indicated for the effect.
We would like to remind that the vehicle still remains at the entire responsibility of the rental contract holder until the check-in is carried out by the Wayzor employee. After this, the customer will receive a notification via email with the official close of the rental contract.