Rental Qualifications & Requirements
SPAIN

Last update: October 8th, 2019



TABLE OF CONTENTS


KEY FACTS - Collision Damage Waiver (CDW) & Theft Protection (TP) VII. RETURN
RENTAL TERMS Optional Products Return Instructions
PRIVACY POLICY - SuperCover Early Return
RENTAL QUALIFICATIONS & REQUIREMENTS - All included Late Return
DISCLAIMER - Smart Cover Out of Hours Return
I. RENTAL POLICIES & REQUIREMENTS - Glass & Tyres VIII. PAYMENT
Vehicle Group Policy - Personal Insurance (PI) Methods of Payment
Documents Needed Limitations & Exclusions Reservation of Credit
Age Requirements Third Party Insurance Products Potential Additional Charges
Airport Service Charge III. FUEL OPTIONS Dynamic Currency Conversion (DCC)
Renter Not Driving IV. OPTIONAL EQUIPMENT & SERVICES IX. CHANGES, CANCELLATIONS & NO SHOWS
Driving abroad Child Seats / Booster Seats Changes to Reservation
One-Way Rentals (not available) Firefly Freedom Changes at Pick Up
Post-Midnight Service GPS Flight Route Change
Out of hours pick-up Additional Drivers Cancellations
Traffic Fines and Penalties Firefly Fast Track Rental Not Taken (No Show Fee)
KM Policy V. ROADSIDE ASSISTANCE X. CONTACT INFORMATION
II. INSURANCE & WAIVERS EXPLAINED Inclusions & Exclusions Contact Us
Introduction Procedure Independent Advice
Included In Your Rate Requirements Code of Conduct
- Third Party Insurance VI. DAMAGE POLICY XI. PRIVACY POLICY
Vehicle Inspection
Damage Assessment & Charging
Disputes



KEY FACTS

RENTAL TERMS

PRIVACY POLICY

RENTAL QUALIFICATIONS & REQUIREMENTS



PART I. ENROLMENT AGREEMENT TERMS

 


RENTAL QUALIFICATIONS & REQUIREMENTS

The information provided in these Terms and Conditions is exclusively valid for bookings created in this website.


I. RENTAL POLICIES & REQUIREMENTS



Vehicle Group Policy

Although we have a wide variety of vehicles, specific brands, models or fuel cannot be guaranteed. The vehicle images shown on our website are examples of the most representative vehicle model in a certain car group and may be substituted by any other similar vehicle within the same vehicle group. We adhere to ACRISS, which sets worldwide standards for which vehicles can be considered part of each vehicle group. The groups and ACRISS code are as follows:


Mini MBMR Fiat 500, Toyota Aygo, Hyundai i10, Fiat Panda, Kia Picanto or similar
Economy ECMR Opel Corsa, Renault Clio, Skoda Fabia, Seat Ibiza, Toyota Yaris or similar
Compact CDMR Seat Leon, Hyundai i30, Renault Megane, Opel Astra, Fiat 500L, Citroën C4 Cactus or similar
Compact People Carrier CMMR Volkswagen Caddy, Fiat Doblo, Renault Partner or similar
Economy Station Wagon CWMR Seat Ibiza SW, Renault Clio SW, Skoda Fabia SW or similar
Intermediate People carrier IMMR Opel Zafira, Toyota Verso or similar
Intermediate People Carrier Automatic IMAR Opel Zafira automatic or similar
Mini Automatic MBAR Fiat 500 automatic or similar

In case of damage or accident we will provide you with a similar vehicle from within the group you booked or, if no similar vehicles are available within that group, a vehicle from a superior group for no extra charge or compensate you if no suitable vehicle is available.


Documents Needed

You will need to present 3 documents at the rental counter:


PASSPORT Your valid passport or ID card (Roman script) as a proof of identity.
DRIVING LICENCE A valid European driver's licence (Roman script) which you have held for at least 1 year. If you do not have one you must provide an international driving licence or we will not be able to rent to you.

Please note that we do not accept any responsibility for traffic fines or penalties you may incur for not having a valid driver’s licence for driving in Spain.
CREDIT CARD You must provide a Credit Card (VISA, MasterCard or American Express) at the start of the rental so that we can carry out the pre-authorization process explained in Methods of Payment below.

Alternatively, if you have taken SuperCover, you can use a Debit Card (VISA or MasterCard, except VISA Electron or those marked “for electronic use only”) instead at the start. You can also use a valid Debit Card to settle your invoice at the end of the rental.


Age Requirements


You need to be at least 19 years old the day your rental starts. If you are aged 19 to 24 years (inclusive), we will apply an additional Young Driver Fee to cover the higher insurance risk we incur for this category of driver. If applicable, we will automatically apply this fee to your quote once you have told us your age during the booking process.


There is also a Senior Driver Fee for drivers in ages 70 or above to cover the higher insurance risk we incur for this category of driver. If applicable, we will automatically apply this fee to your quote once you have told us your age during the booking process


APPLICABLE AGE RANGE FEE PER DAY MAX. FEE PER RENT
SPAIN 19-20 years old (inclusive) 8,95.-€ 107,4.-€
21-24 years old (inclusive) 6,95.-€ 83,4.-€
70 or above 6,95 € 83,4 €

If you want an additional driver when you pick up the vehicle, any applicable Young, Senior Driver Fee will be applied at that time.



Airport Service Charge


All rentals served in any of our offices located within the facilities of an airport in Spain, are subject to an additional charge of 8% on the rental rate, extras and fuel tank (VAT not included). The rental rate (which includes insurance for third parties, CDW and TP) has the charge already included in the price you have reserved. On all other concepts, 8% will be applied at the time of formalizing the contract at the office counter. This charge does not apply to offices located outside the airport area.



Renter Not Driving


If the renter (i.e. the person contractually responsible for the vehicle during the rental) is not able or willing to drive the vehicle, Firefly reserves the right to authorize another person as driver, subject to them meeting our driver requirements and payment of an additional charge to cover our costs of amending the rental agreement. An Additional Driver charge will also apply. The Renter Not Driving charge will be applied as follows:


1-7 days price per rental 8-14 days price per day 15-21 days price per day 22-30 days price per day 31 days price per day
All Car Groups 60.98.-€ 8.71.-€ 7.02.-€ 4.84.-€ 3.39.-€

Charge are payable at pick up and are subject to change


Driving abroad


It is absolutely forbidden to drive the vehicle outside of the Spanish Mainland (e.g. Balearic Islands, Canary Islands, Ceuta and Melilla). If you do so, you will be in breach of contract and you will be fully responsible for all resulting costs and expenses we incur as a result, including the cost of repatriation of the vehicle. In addition, your insurance and waiver products will be void in these territories.

Exceptionally, Firefly will authorize your travel to Portugal, Andorra, France and Gibraltar, although the vehicle must be returned to the pick-up location. An additional charge to cover extra Road Assistance costs will be applied for the full length of the rental as follows:


1-3 days price per rental 4-10 days price per day MAX per rental
SPAIN 27,23.-€ 9,08.-€ 99,83.-€

Charge are payable at pick up and are subject to change



One-Way Rentals (not available)


Firefly does not provide one-way rentals (where you rent the vehicle in one place and drop it in another). You must return the vehicle to the location you rented it from. If you do not comply with this requirement you will be charged 200 €.




Post-midnight service


If you pick-up the vehicle within opening hours but after 23:59 (either because this was your original plan or as the result of a late arrival of your flight) an additional fee will be applied to your rental to cover the extra labour costs arising from post-midnight operations.


LATE PICK-UP FEE
SPAIN 40.00-€

Charge are payable at pick up and are subject to change


If you arrive once the location is closed, your vehicle will be available the next day.



Out of hours pick-up


If your flight arrives late, out of hours pick-up is available if you show at the counter no later than 90 minutes after Rental Office closing hours and have provided your flight details. An additional service fee will apply as follows:


OUT OF HOURS PICK-UP FEE
SPAIN 40.00-€

Charge are payable at pick up and are subject to change


If you show at the counter later than 90 minutes after Rental Office closing hours and have not provided your flight details, your vehicle will be available for collection during Rental Office opening hours next day.



Traffic Fines and Penalties


You are responsible for payment of any fines and charges (including for traffic violations, speeding fines, parking fines, private parking charges, road tolls, congestion or other charges) imposed on the vehicle during your rental.


If the vehicle you are driving incurs a fine or charge, the relevant authority will contact us to identify the driver of the vehicle at the time of the incident. Our staff process these communications, identify the renter and communicate back to the authorities before informing the renter via email or post.


To recover our administration costs for this process we apply an Administration Charge of 40 € to the renter.



Kilometer policy


An additional charge may apply if you exceed the maximum kilometers allowed for your rental, as follows:


Location Groups KM incl./day Extra KM charge*
Málaga, Alicante, Valencia, Murcia, Gerona, Seville, Jerez and Reus All 120 0.45 € / km
Madrid and Barcelona All 150 0.45 € / km

*Applies to every km beyond the limit specified


This extra charge may be eliminated if you take SuperCover, Free KM or any other product available for this matter.



Free KM


You can purchase Free KM in order to have applied an unlimited kilometer policy.


Groups Per rental
All        29 €

Charge are payable at pick up and are subject to change



II. INSURANCE & WAIVERS EXPLAINED

Introduction


Firefly provides insurance and waiver products to cover the principal risks you incur when driving the vehicle. These may be included in your rate or available as optional extra products. Key benefits, limitations and exclusions for these products are summarised below:



Included In Your Rate


- Third Party Insurance


Car rental rate automatically includes third party liability insurance which provides driver with coverage on:

• Bodily injury to persons other than the driver; and

• On property damage to anything other than the Firefly vehicle.



- Collision Damage Waiver (CDW) & Theft Protection (TP)


These two waivers reduce your financial liability to us for damage to, or loss of, the vehicle, its parts and accessories to the applicable Non-Waivable Excess (‘NWE’), as follows.

VEHICLE GROUP NWE
(maximum liability in case
of Theft or Damage)
Mini MBMR
Economy ECMR
EUR 1000
Mini Auto MBAR
Compact CDMR
Compact People Carrier CMMR
Economy Station Wagon CWMR
EUR 1250
Intermediate People carrier IMMR
Intermediate People carrier Automatic IMAR
EUR 1600

The NWE is the maximum amount we will charge you for loss or damage (even if the vehicle is stolen or cannot even be repaired) unless one of the Limitations & Exclusions apply (such as if you are in breach of our Rental Terms), in which case your liability will be up to the full value of the vehicle.



DAMAGE COVERED BY CDW (examples) INCIDENTS COVERED BY TP (examples)
• Impact with a fixed or moving object (e.g. damage caused if you have an accident).
• Loss of control of the vehicle.
• Natural events, such as snow, hail, flood or rock fall.
• Fire caused by vehicle defect, including electrical fault, or from adjacent fire or explosion, criminal or terrorism acts.
• Tyres and window damage caused by objects on or thrown up from the road.
• Damage caused by breaking and entering the vehicle.
• Attempted theft of the vehicle or its accessories (e.g. radio).
• Vandalism (e.g. bent aerial, broken mirror).
• Theft of the vehicle.

You can reduce your maximum liability to us to zero by taking SuperCover (see below).





Optional Products


- SuperCover


This option reduces your maximum liability to us for damage to or loss of the vehicle to €0 (zero). So, if you want to avoid any bad surprise during your rental and would like to completely forget about the maximum NWE liability for CDW and TP, you should take SuperCover. In addition:


ADDITIONAL BENEFITS - SUPERCOVER • Completely waives any excess KM cost in locations where limited KMs applies.
• Covers all costs which are not included in our basic breakdown service (see Roadside Assistance Policy for details).
• Limits the amount of credit card pre-authorization we will take at the start of the rental (see Payment). As you will not be liable for damage to the vehicle, you will not need to have funds available on your card to cover the Non-Waivable Excess (NWE) for CDW or TP (see above).
• Waives your responsibility to us for any damage administration charge that would otherwise be payable.

Please note that if any of the Limitations & Exclusions apply (such as if you are in breach of our Rental Terms), Supercover will be void.


SuperCover is available at all Firefly locations and can be purchased at the time of pick-up or pre-booked on this website at the following prices:



per rental
CAR GROUP
1-3 days, price per rental
4-7 days, price per day
8+ days, price per day
Maximum
per rental
Mini MBMR
Economy ECMR
71,85 €
21,95 €
19,95 €
259,35 €
Mini Automatic MBAR
Compact CDMR
Compact People Carrier CMMR
Economy Station Wagon CWMR
77,85 €
23,95 €
20,95 €
272,35 €
Intermediate People Carrier IMMR
Intermediate People Carrier IMAR
83,85 €
24,95 €
21,95 €
285,35 €

Charge are payable at pick up and are subject to change.



- All included


This option includes SuperCover and eliminates the kilometer limitation in those rates where applicable. It also includes the Service Charge in full to empty products:


per rental
CAR GROUP
1-3 days, price per rental
4-7 days, price per day
8+ days, price per day
Maximum
per rental
Mini MBMR
Economy ECMR
80,85 €
23,95 €
21,95 €
272,35 €
Mini Automatic MBAR
Compact CDMR
Compact People Carrier CMMR
Economy Station Wagon CWMR
86,85 €
25,95 €
22,95 €
285,35 €
Intermediate People Carrier IMMR
Intermediate People Carrier IMAR
92,85 €
26,95 €
23,95 €
298,35 €

Charge are payable at pick up and are subject to change.



- Smart Cover


If you have already purchased insurance from a third party to cover your liability to us for the excess applicable for damage to or loss of the vehicle, you can purchase Smart Cover, which includes:


• Eliminates the credit authorization held on your credit card up to the amount described under Reservation of Credit below

• Waives your liability for all charges arising from road assistance service in case of breakdown (regardless of fault); and

• Enables you to drive unlimited kilometres (no charge for KMs driven beyond the number agreed in the rate)


To purchase Smart Cover, you will need to provide us with your third party cover or insurance details.


Note: your non-waivable excesses for CDW and TP will not be eliminated, so you will still be responsible to Firefly up to these amounts for any damage when you return the car as stated in our terms and conditions and then claiming these amounts back from your third party excess insurance provider. Please see Third Party Insurance Products.


per rental
CAR GROUP
1-3 days, price per rental
4-7 days, price per day
8+ days, price per day
Maximum
per rental
Mini MBMR
Economy ECMR
29,85 €
8,95 €
7,95 €
87,45 €
Mini Automatic MBAR
Compact CDMR
Compact People Carrier CMMR
Economy Station Wagon CWMR
32,85 €
9,95 €
8,95 €
98,45 €
Intermediate People Carrier IMMR
Intermediate People Carrier IMAR
35,85 €
10,95 €
9,95 €
109,45 €

Smart Cover is available at all Firefly locations and can be purchased at the time of pick-up or pre-booked on this website.


Charge are payble at pick up and are subject to change




- Glass & Tyres


Glass & Tyres is a good option for cost conscious customers who want to eliminate at least partially their potential liability for damage:


• Eliminates your responsibility for the non-waivable Excess otherwise applicable for damage to the windows (including sunroof) and tyres (including flat tyres) – some of the most frequently damaged parts of the vehicle

• Eliminates the credit authorization held on your credit card up to the amount described under Reservation of Credit below; and

• Waives your liability for all charges arising from road assistance service in case of breakdown (regardless of fault).


per rental
CAR GROUP
1-6 days,
price per rental
7-14 days,
price per day
15-21 days,
price per day
22-30 days,
price per day
31 days+,
price per day
Mini MBMR
Mini Automatic MBAR
Economy ECMR
53,65 €
8,94 €
6,95 €
4,95 €
3.94 €
Compact CDMR
Compact People Carrier CMMR
Economy Station Wagon CWMR
59,68 €
9,95 €
7,95 €
5,94 €
4,44 €
Intermediate People Carrier IMMR
Intermediate People Carrier IMAR
71,66 €
11,94 €
9,95 €
6,62 €
4,95 €

Glass & Tyres is available at all Firefly locations and can be purchased at the time of pick-up or pre-booked on this website


Charge are payble at pick up and are subject to change



- Personal Insurance (PI)


This is an optional insurance product which provides cover for all occupants of the vehicle for death, injury and medical expenses arising from an accident and damage to or loss of personal possessions in the vehicle.


  PRICE PER DAY
SPAIN 4,80 €

Charge are payble at pick up and are subject to change


Please see below for a brief summary of our insurance policy:


Section A - Personal Accident:

COVERAGE DRIVER PER PASSENGER
Death 40.000.-€ 20.000.-€
Permanent total disablement 75.000.-€ 37.500.-€
Loss of sight of one or both eyes 30.000.-€ 15.000.-€
Loss of one or more limbs 30.000.-€ 15.000.-€

Please note that no excess applies to Section A.


Section B – Medical and Emergency Expenses:

COVERAGE LIMIT PER PERSON
Emergency Expenses 250.-€
Medical Expenses 600.-€

Please note that an excess of EUR 50.00 per insured person will apply for Medical Expenses.

Section C – Additional Hospital Benefit:

COVERAGE LIMIT PER PERSON
20.-€ for each full 24 hours that an insured person is an in-patient in a hospital. 1.000.-€

Please note that no excess applies to Section C.


Section D – Personal Effects:

COVERAGE Per Person
Collision or fire 2.000.-€
Theft 1.000.-€

Please note that an excess of EUR 75.00 per insured person will apply for every claim in respect of Section D.

As with any insurance policy, there are exclusions which affect the cover provided. Full details of the cover and conditions are contained in a leaflet that is available from each rental location.



Limitations & Exclusions


All insurance & waiver products:


To the extent allowed under applicable law your insurance and waiver products will be void and no longer protect you if:

• You are in breach of your obligations under the Rental Agreement – see in particular the Rental Restrictions section of the Rental Terms.

• The loss or damage is caused intentionally.

• The driver was not authorised by Firefly as the main or additional driver.



Waiver products only (CDW, TP, SC, Glass & Tyres etc):


In addition to the limitations listed above, your waiver products will be void – meaning that your liability to us for damage or loss will not be reduced or eliminated - where you or an authorised driver are grossly negligent (e.g. act in a way they know or should know is likely to cause harm or damage) including in particular in the following circumstances (NB: these are illustrative and non-exhaustive examples):


Failure to assess the vehicle’s height • Striking overhead or overhanging objects.
• Driving into a barrier that is too low for the vehicle to pass beneath.
• Driving into a barrier in a car park before it fully opens.
Driving on unsuitable road conditions • Driving on a road in bad condition without due care resulting in damage to the undercarriage.
• Driving on a beach causing damage by salt water and/ or sand.
• Driving through flooded roads causing damage to the engine.
Improper use of the vehicle • Putting wrong fuel in the vehicle or otherwise contaminating the fuel.
• Damage occurring as a result of ignoring a warning light.
• Burning a clutch (which requires persistent ill use) or using the hand brake incorrectly.
• Damage to the wheel rim caused by driving with a flat tyre.
• Fitting unauthorised objects to the interior or exterior of the vehicle.
• Carrying especially dirty or smelly materials that require extra cleaning costs or that damage or burn the interior.
Contribution to damage to/ theft of the vehicle • Damage resulting from locking the keys in the vehicle or losing the keys.
• Damage resulting from leaving the windows open.
• Loss of the vehicle caused by failure to use the anti-theft system (if provided).
• Loss of the vehicle when you are unable to return the keys.

Additional limitations:


Accessories Our waivers do not extend to any accessories (e.g. GPS units, Wi-Fi and child seats) you rent. You will be charged for replacement of these items if they are lost or damaged for any reason
Damage Administration Charges CDW, TP, Smart Cover and Glass & Tyres do not reduce or eliminate the damage administration fee that may be applied in case of each event of damage during the rental.
Theft of your possessions Damage to or theft of personal and work-related effects and goods transported in the vehicle are not covered by our waivers. You can buy cover for personal effects that you own by taking Personal Insurance (PI).



Personal Insurance (PI) only


Cover is provided as fixed lump sum payments subject to small applicable excesses and may be void if you are in breach of your obligations under the Rental Agreement unless you can show the incident was totally unconnected with the breach. Exclusions include:

• Loss of or damage to certain items, including jewellery, cash, animals, work related items and cargo.

• Stolen items where the vehicle was not locked or they were left in plain sight or overnight in the vehicle.

• Pre-existing illnesses or medical conditions.



Third Party Insurance Products


Please note that if you purchase damage insurance (e.g. excess waiver insurance) from a third party, you will remain contractually responsible to us for any damage arising from your rental. You will need to pay us for the amount of damage charged (plus an administration charge) and then claim this amount back from your third party insurer to the extent you can under the terms of the policy. If, however, you take our optional SuperCover you will not have any liability to us for damage, including for any damage administration charge. In Spain, you can also avoid any liability to us for damage or any administration charge by taking All Included.



III. FUEL OPTIONS


Your Firefly vehicle is provided with a full tank of petrol which is not included in your rental rate. You have three options to manage your fuel needs:


RETURN - FULL TANK If you return with a full tank you have no fuel charges to pay. NB: Fuel gauges may still indicate that the tank is “full” many miles after it was last re-filled. To deal with this practically, we ask you to refill the tank within 10 miles/ 15 km of the return location and bring your fuel receipt with you when returning the vehicle. If you do not do so, we reserve the right to apply a charge of 10€.
RETURN – TANK NOT FULL If you do not refill the tank, we will charge you for amount of fuel consumed plus a refueling service charge of 30 € for the service we provide to refill the tank for you.
PREPAID FULL – EMPTY RATES This option is one of the most common sold through intermediaries. You will pay in advance a full tank of fuel for your rented car and a non-refundable service charge will be added on top to cover the cost of service and fuel handling. At the end of the rental we will refund the fuel not consumed.

Please be advised fuel rates are calculated based on official Spanish pump prices.




IV. OPTIONAL EQUIPMENT & SERVICES


Child Seats / Booster Seats


Child safety seats are mandatory in the following cases: Children under 1,35 meters tall.


We provide Toddler (suitable for 0 months – 6 years old children) and Booster (suitable for 6 – 11 years old children) child seats for an additional charge as below. Please book your child seats in advance on our website.



PRICE PER DAY MAXIMUM PER RENT
SPAIN 9,95 € 99,50€

Charge are payable at pick up and are subject to change.


Please note:

1. Due to security regulations Firefly is not allowed to install child seats on your behalf, so you will be responsible for installation in accordance with the instructions provided.

2. If a child seat is damaged during your rental you will be charged a replacement fee of 75.-€ (in addition to the child seat rental fee). This charge is not covered by SuperCover.



Firefly Freedom (Navi & Mifi)


This device can be rented on two different levels:


Freedom Navi:

  • Offline navigation for entire world (works without mobile data).
  • Free calls to any Firefly location in the country and device helpdesk.
  • City guide (restaurants, hotels, bars, activities,…).
  • Tickets & discounts for tours, activities, attractions...

Freedom Mifi:

  • All the service included in Freedom Navi.
  • High speed Internet + Hotspot (up to 5 devices) with a data limit of 1Gb/day.

Price per day Max. per rental
Freedom Navi 8.95 € 116.35 €
Freedom WIFI 9.95 € -

This device is subject to availability and may be not available in all locations.

You will have liability over any damage or loss of the device or any of its parts and accessories. This liability is not covered by SuperCover.


Charge are payable at pick up and are subject to change.



GPS


You can either pre-book your GPS unit online or ask for it over the counter. Please note that in case you decide to pre-book it will always be subject to availability, but you will have preference versus those customers that have not pre-booked. GPS fees are as follows:


PRICE PER DAY MAXIMUM PER RENT
SPAIN 9,10.-€ 108,90.-€

Charge are payable at pick up and are subject to change.

Please note: In the event of damage or loss, you will be liable for a replacement fee up to 150€. This charge is not covered by SuperCover.



Additional Drivers


Additional drivers can be added to your Rental Agreement when you collect your vehicle. They need to be present at pick-up time and we will need to review their driving licences. As with your own vehicle insurance policy, an additional charge will apply per driver. We may authorize a maximum of 4 additional drivers for each Rental Agreement.


PRICE PER DRIVER PER DAY MAXIMUM PER DRIVER PER RENT
SPAIN 7,95 € 95,40 €

Charge are payable at pick up and are subject to change.



Firefly Fast Track


We are proud to offer this Priority Check-in service online at selected airports (*). If you choose to purchase Fast Track, you will collect your vehicle at a dedicated area, skipping the queue. Fast Track, however, is much more than just jumping the queue, as it intends to get you on your way in a fraction of the standard time. To enjoy the full benefits of Fast Track you should:

- Fully pre-register your details online - our booking process will take you to the web form where you can input all required information in advance.

- Purchase SuperCover or All included - so we don’t need to take time to tell you about your liability for damages and our damage inspection policy.


FAST TRACK FEE*
SPAIN 30-€

*Available today in Barcelona, Alicante and Malaga airports.


Charge are payable at pick up and are subject to change.



V. ROADSIDE ASSISTANCE POLICY


Inclusions & Exclusions


If your vehicle breaks down or you have an accident, Firefly provides a free, but basic, Roadside Assistance service to all customers, as follows:


INCLUDED • A toll free line available 24/7
• Unlimited change-over of vehicles at the closest Firefly location
EXCLUDED • Cost of taxis (or any other type of transport) or towing to reach the closest Firefly location if Firefly is not vehicle break down liable. Our Road Assistance partner will assist you to find the most convenient and affordable option. • Costs relating to call outs arising from items that are under your control:
• Wrong fuel - you are responsible for using the correct fuel
• Low battery - you are responsible for checking and maintaining the energy level of the battery
• Flat tyre - you are responsible for changing the tyre by yourself using the spare tire kit provided
• Key loss - you are responsible to keep the keys in a safe place to avoid loss and theft




If you do not purchase Super Cover or All Included, and in case breakdown is caused by an incorrect use of the vehicle or due to a cause beyond our responsibility, you will be liable for:

Taxis or any other type of transport supplied to reach closest Firefly location:


Towing:
Service delivered in the same province the vehicle was rented:
109 €
Service delivered outside the province in which the vehicle was rented:
(Charges based on distance to the closest Firefly location)
- Distance <50 Kms
139 €
- Distance >49 kms / < 200 kms
260 €
- Distance >199 kms / < 400 kms
303 €
- Distance >399 Kms
424 €



Charge are payable at pick up and are subject to change.



Procedure


When you pick-up your Firefly vehicle, we will provide you with our Roadside Assistance phone number, which will be available to you 24 hours a day during your rental. This number will also be present in the car documents wallet and displayed in the vehicle, for your convenience.

If you have a breakdown or accident, you should promptly call Roadside Assistance, who will evaluate the situation and, if necessary, arrange for the vehicle to be repaired on the spot or towed to an approved garage as close as possible to your location. If we are unable to repair the vehicle on the spot a substitute vehicle will be provided at the closest Firefly rental location.



Requirements


Please note:

  1. If the vehicle is stolen or vandalised, you must immediately inform respective authorities about this incident (for example, local police). You must also provide a signed copy of the incident report within 48 hours.

  2. It is forbidden to attempt to repair the vehicle yourself or arrange for repair other than through the Roadside Assistance service or the Firefly location. If you repair the vehicle at your own expense without our consent, Firefly will not refund any repair cost to you and, more importantly, you will be in breach of the terms and conditions of our Rental Agreement and will be liable to us for any costs we incur as a result of your action.


VI. DAMAGE POLICY


Your responsibility for damage to the vehicle is set out at the Vehicle Care section of the Rental Terms. This policy covers how we assess and charge for damage and how we deal with any disputes relating to damage assessed.


Vehicle Inspection


We will provide a summary of any damage on the Vehicle Condition Report (VCR) at the start of the rental. Please check to make sure it is correct. We will also inspect the vehicle on your return and provide a VCR to record any new damage.


At peak times you should allow 20 to 30 minutes to complete the inspection with our staff and agree any damage. If you don’t have time to do this any new damage will be assessed in your absence.


Note:

  1. We will not charge for fair wear and tear, which means “ordinary wear due to reasonable use” and includes minor scratches and chips, small dents and normal wear on tyre treads and wiper blades. Exact criteria can vary from country to country – check the back of your VCR for details.

  2. Hidden damage: some damage will not be apparent on post-rental inspection, such as damage caused to inaccessible parts of the vehicle (e.g. the engine, fuel tank or clutch) or hidden by adverse light or weather conditions. If we find any such damage we will notify you, with evidence, before we charge you.


Damage assessment and charging


There are three common scenarios for damage incurred during a rental:


Simple damage – agreed on return For simple damage agreed with you on return, we will charge you in line with our damage matrix (see below) and include the cost in your final invoice.
Simple damage – not agreed because you are not present If you are not present on return, but the damage is simple, our counter staff will evaluate the charge using the damage matrix, notify you by mail/ email and charge you through the final invoice. We aim to complete this within 24 hours of the end of the rental. We will shortly amend this process to ensure that you are notified of the damage at least seven days before we charge your credit card.
Significant damage If the damage is significant and is not covered by the damage matrix we will refer it to our damage assessors for evaluation. They will write to you identifying the damage and the charge, with evidence, seven days before charging your credit card. We aim to complete this assessment in 30 to 90 days.




Damage matrix

We aim to deal with simple damage in a quick and practical way by using our damage matrix. This contains the average cost of repairing the most common and minor damage based on the costs of body repair shops for parts and labour.



Notification, evidence and charging

We will provide evidence of any damage charge we make, which should include: (i) the Rental Agreement number, date and return location, (ii) a damage appraisal from a repair body shop and/ or the invoice for the repairs, and (iii) a signed VCR, any Accident Report Form, photographs of the damage in situ and of the odometer.


We will also add an Administration Charge of €60 to the damage assessment to cover our administrative costs for identifying, assessing and documenting the damage and providing you with sufficient evidence.




Disputes


Please note the following options available to you if you dispute the damage charges assesses by us:

  1. If you dispute a damage charge we will send full information, including any arguments and supporting evidence you provide, to our Collections Department, who will re-evaluate the case. If they agree with you, no charge will be made or you will be refunded in whole or in part. If they do not agree, they will proceed to collect the sum invoiced.

  2. If you are not satisfied with our assessment, you can contact our Customer Relations Department, who will review the matter in full, refunding you as appropriate if they disagree with any charge made. They aim to deal with all customer contacts within 14 days.
  3. If we are still unable to resolve the matter to your satisfaction we will refer you, where possible, to an independent adjudicator such as the Transport Arbitration Board (see section X bellow), whose decision will be binding on us.


VII. RETURN


Instructions for return


You must return the rental vehicle during normal opening hours of rental location. If you return the vehicle outside business hours, you must comply with our instructions for returning out of hours and you will remain fully responsible for the vehicle the rental location reopens. In case you fail to follow these instructions you will remain responsible for the vehicle until we can have access to it.



Early Return


Please note that we cannot give you a refund if you return the vehicle before the date and time specified in your rental.



Late Return


Our rental rates are calculated based on 24-hour periods starting from the beginning of the rental.


We allow you to return your vehicle up to 30 minutes (our “grace period”) after the agreed time specified in your Rental Agreement without incurring an extra fee. If you exceed this grace period you will be charged an extra day´s rental at the current daily rate for each additional 24 hour period you have the vehicle. This applies to your rental rate and any other optional coverage, service or fee included in your Rental Agreement.


If you fail to agree with the renting location that you can extend your rental term you will be charged an additional Late Return Charge of 40.00€ on top of the daily rate mentioned above to compensate us in part for the costs we incur in finding an alternative vehicle to satisfy the next booking for your vehicle plus our administration costs in contacting you to return the vehicle.



Low Season Days (Price per day)
1 2 3-6 7-89
MBMR 41.48 € 23.04 € 20.74 € 17.28 €
ECMR 44.38 € 24.66 € 22.19 € 18.49 €
CDMR 47.49 € 26.38 € 23.75 € 19.79 €
CMMR 50.81 € 28.23 € 25.41 € 21.17 €
CWMR 54.37 € 30.21 € 27.19 € 22.65 €
IMMR 66.90 € 37.17 € 33.45 € 27.88 €
IMAR 71.59 € 39.77 € 35.79 € 29.83 €
MBAR 47.49 € 26.38 € 23.75 € 19.79 €
EGMR 47.49 € 26.38 € 23.75 € 19.79 €
EXMR 47.49 € 26.38 € 23.75 € 19.79 €



From: 01/01/2019 to 11/04/2019
22/04/2019 to 30/06/2019
01/09/2019 to 18/12/2019

Important: dates and rates may vary due to fleet constrains and seasonality



High Season Days (Price per day)
1 2 3-6 7-89
MBMR 82.96 € 46.09 € 41.48 € 34.57 €
ECMR 88.77 € 49.32 € 44.38 € 36.99 €
CDMR 94.98 € 52.77 € 47.49 € 39.58 €
CMMR 101.63 € 56.46 € 50.81 € 42.35 €
CWMR 108.74 € 60.41 € 54.37 € 45.31 €
IMMR 116.36 € 64.64 € 58.18 € 48.48 €
IMAR 124.50 € 69.17 € 62.25 € 51.88 €
MBAR 94.98 € 52.77 € 47.49 € 39.58 €
EGMR 94.98 € 52.77 € 47.49 € 39.58 €
EXMR 94.98 € 52.77 € 47.49 € 39.58 €

From: 12/04/2019 to 21/04/2019
01/07/2019 to 31/08/2019
19/12/2019 to 31/12/2019

Important: dates and rates may vary due to fleet constrains and seasonality


Charge are payable at pick up and are subject to change.



Out of Hours Return


All of our locations allow you to return the vehicle outside opening hours – with their permission - provided you comply with their instructions on how to return the vehicle, rental documents and keys.


Please note that although we will not charge you an extra fee for this service, you will remain fully responsible for the vehicle until the location reopens and we locate the vehicle.



VIII. PAYMENT


Methods of Payment


Although we identify anticipated charges at the start of the rental and reserve credit on your credit card to cover these (see below) we do not take payment from you until the end. This is because there are a number of uncertain or unexpected costs that may arise during the course of the rental that we are unable to estimate on pick-up (see Potential Additional Charges below). Your payment options are as follows:



CREDIT CARD We accept VISA, MasterCard and American Express. Note: a Credit Card Fee may apply (see below)*.
DEBIT CARD We accept embossed VISA or MasterCard but do not accept Electron cards or those authorized for electronic use only.
CASH Is accepted for payments required on return of the vehicle only.

*If you use your credit card to pay your rental charges a small fee will be added to cover the costs imposed on us by the credit card company for processing the payment, as follows:.



CREDIT CARD FEE
SPAIN €4
(unless the credit card is issued by European bank – in which case no charge is made)

If you choose to use a debit card (see above) to pay, no charge will apply.



Reservation of Credit


You must provide a valid credit card in the driver´s name when you pick up the vehicle. We will reserve credit on your card (i.e. block credit so that it is unavailable for your use) to an amount that covers the anticipated cost of your rental, including all the options you have taken, a full tank of fuel (in case the vehicle is returned empty) and a sum to cover a portion of the Non-Waivable Excess that you may be responsible for if the vehicle is damaged during your rental (see Insurance & Waivers above) unless you have taken SuperCover or All included to eliminate your potential liability to us for damage.


In summary, you should ensure that your credit card has available funds at the start of the rental, as follows:


SUPERCOVER TAKEN (i.e. no damage risk) Rental charges payable at the counter* (including optional services taken) + 150€
SUPERCOVER NOT TAKEN (i.e. damage risk) Rental charges payable at the counter* (including optional services taken) + 850€

*This means that; if you have booked a prepaid rate, the amount prepaid will not be considered for the reservation of credit. If you have booked a non-prepaid rate, the rate for rental days will be considered as well on the reservation of credit.


Please note: we will immediately release the credit authorization on receipt of payment at the end of your rental, although this can take up to 15 days depending on the banking institution before the reservation is finally released. This is completely outside our control and although we will try to assist you, you may need to contact your banking institution if case you experience delays.



Potential Additional Charges


Typical additional charges that may arise as a result of your use of the vehicle, and which cannot be estimated in advance, include the following items (each explained in full elsewhere in these terms):


FUEL Did you refuel the car in full or not? If not, we will charge you for the amount of fuel used plus a refuelling service charge between 30€-50€ (depending on car group) for our service of refuelling for you.
EXTRAS DAYS Did you return the car within the time stated on your Rental Agreement? If you were late, extras days may be charged, plus a Late Return Charge to cover our administration costs Late Return Charge (40 €) + daily rate per extra day.
EXTRA KILOMETERS Did you drive more kilometers than the maximum included in your rate? If so, additional kilometer charges may apply if you took a limited KM rate (all groups – 0.45 €/per extra km).
DAMAGE Did the vehicle suffered any damage during the course of the rental? You are responsible for damage incurred (subject to any applicable waiver of your liability and a damage administration charge of 60 €).
BREAKDOWN Did you incur any towing or taxi costs as a result of a breakdown which are not covered in our basic breakdown service? If so please see potential charges in Roadside Assistance Policy.
FINES Did the vehicle incur a fine or other charge by any traffic or parking authorities while in your possession? If so, we will pass on the charge plus an administration charge to cover our costs (40 €)
WRONG FUEL Did you refill the tank correctly? In the event of refueling the vehicle with incorrect fuel a wrong fuel fee will be incurred (302.50 €)
SPECIAL CLEANING Did you return the vehicle in the same conditions as received? If returning the vehicle in dirty state (outside & inside) a special cleaning fee will be incurred (242 €)
KEY LOSS Did you lose vehicle keys? If so, a lost keys fee will be incurred (302.50 €)
ONE WAY FEE Did you return the vehicle in a different location? If you fail to return the vehicle to the same location that it was collected from, a one way fee will be incurred (200 €)
SMOKING CHARGE As part of our "smoke-free" policy, we have a firm commitment to provide our customers with a clean and safe fleet. In order to meet our objectives, we have established that all Firefly vehicles strictly comply with this policy and as a consequence, smoking is not allowed inside. A cleaning fee of € 50 will apply in the event that the vehicle is returned with tobacco remains

Charge are payable at pick up and are subject to change.



Dynamic Currency Conversion (DCC)


DCC is an optional service that provides foreign rental charges in your home currency. All Firefly locations offer this convenient service.


When you use your credit card to pay for transactions abroad you generally pay in local (i.e. foreign) currency. Your credit card company then converts the charges you paid into your home currency, if different, and shows them on your credit card statement.


DCC replaces the currency conversion normally carried out by your credit card company with a service provided by our acquiring bank, who convert the charges using a competitive rate of exchange for the day you receive your rental receipt and applying a currency conversion charge of 3% of the transaction. The charges for your rental will then appear on your rental invoice in your home currency rather than in the local currency of the rental location.


We will ask you at the start of the rental if you wish to see your rental charges in your home currency (through DCC) or in local currency:


HOME CURRENCY LOCAL CURRENCY
DCC will apply and we will make the conversion at the rental location. Your invoice will show your rental charges in your home currency, the exchange rate used (including a conversion fee) and the original charges in local (i.e. foreign) currency. The home currency charges will then be sent to your credit card company and will appear on your credit card statement. If you choose to receive your rental charges in local (i.e. foreign) currency, your invoice will show your rental charges in the currency of the rental location. These charges will be sent to your credit card company which will convert them into your home currency and post them to your credit card statement indicating the rate of exchange used. Many credit card companies charge a fee for this service.

Your choice will be recorded on your Rental Agreement. We will ask you to confirm your choice when you return the vehicle and your final selection will be recorded in your Statement of Charges.



IX. CHANGES, CANCELLATIONS & NO SHOWS


Changes to Reservation


You can change your booking on our website through the "Modify/ Cancel a Reservation" link.


Changing a booking is completely free of charge however if you change any of the elements that drive our rental rate calculations, namely pick-up location, date and time of pick-up, date and time of return and category of vehicle, a new rate will be calculated and applied to your booking according to these changes. Also, we cannot guarantee availability as a result of these changes.


Note: the name of the customer in the original booking cannot be changed. If you need to do so, please cancel your original booking and create a new one.



Changes at Pick Up


If at the time of pick-up you wish to rent a larger vehicle or want to modify any element of your booking, you may do so. Our rental agent will re-quote your original booking based on the changes you want to make. This is obviously subject to availability and may result in higher charges than those previously calculated and communicated when you booked.



Flight Route Change


If a flight lands in a different airport than initially booked you may take your rental from that airport (subject to availability and to Firefly being present) for a flat fee per rental.


PER RENTAL 40€

Charge are payable at pick up and are subject to change.



Cancellations


You may cancel your reservation without charge.



Rental Not Taken (No Show Fee)


The vehicle will be available for you at the time agreed in your reservation. If you do not pick it up within an hour of the agreed time, or in the case of airport rentals, within 2 hours after the scheduled arrival time of your flight (provided you have told us your flight number), your reservation status will be changed to “No Show”. As we have incurred into operating costs to have the car available for you, we reserve the right to apply a non show fee.



X. CONTACT INFORMATION


Contact Us


If you have any questions or problems during your rental (e.g. to change the return time or place) you can email the location at any time using the email address provided on the Rental Agreement or alternatively fill in our Customer Query Form present in the Customer Support section of our website. You can also raise any issues arising from the rental with our location staff on return.


Independent Advice


ECRCS

If we are unable to resolve an issue to your satisfaction you can contact the European Car Rental Conciliation Service (ECRCS) provided you are an EU resident and you were renting in a different EU country.

The ECRCS is an independent conciliation service staffed by people who understand the car rental industry. They review any complaints against a Code of Conduct for car rental companies, prepared by Leaseurope on behalf of the industry, which we have signed up to. If a company has acted outside the requirements of the Code, the ECRCS will automatically find against them. Otherwise, they will decide on the merits of the case. We will comply with the decision of the ECRCS.

You can contact the ECRCS at complaint@ecrcs.eu or visit their website at www.ecrcs.eu.


Other Options

Alternatively, if your issue is not eligible for the ECRCS, but concerns a European country, you can seek online dispute resolution (ODR) through http://ec.europa.eu/odr or contact the European Consumer Centres Network to get more information about your rights.

You can also take your complaint to the Arbitration Board of Transportation, whose resolution will be binding for our company, (https://www.fomento.gob.es/transporte-terrestre/servicios-al-transportista/juntas-arbitrales/juntas-arbitrales-del-transporte-funcionamiento ).

You are, of course, free to continue to seek redress through any other means, such as through the courts, if you remain unsatisfied.



CODE OF CONDUCT


All our practices are developed in accordance with the provisions of the legislation and the Code of Conduct of the National Federation of Business Rental Car without Driver (FENEVAL). See this code at your rental location.



XI. PRIVACY POLICY



Basic information on Data Protection
CONTROLLER Hertz de España, S.L.
PURPOSE Car rental agreement
LEGITIMATION Performance of a contract
RECIPIENTS No data will be transferred to third parties, except us necessary to perform rental contract, and unless in cases of legal obligation
RIGHTS Access, rectify and delete the data, and other rights, as explained in the additional information.
ADDITIONAL INFORMATION You can find the additional, detailed information about Data Protection on our website: https://www.hertz.es/rentacar/navigation/templates/privacyPolicyView.jsp .













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