Support center
FAQ
1
Before Rent
- Booking Requirements
- The supplier reserves the right to refuse or cancel a booking at any time if renting requirements are not met.
A valid driving license and passport must be presented by all drivers.
Additional drivers must meet the same licensing requirements as the main driver. - Payment & Deposit Requirements
- The driver’s credit card must have sufficient available funds.
A security deposit is required at vehicle collection.
Deposit is deducted from your credit card based on the selected insurance package.
Cash deposits are not accepted. - Driver Licence Rules
- All drivers must hold a valid driver’s license from their country of residence.
Licenses printed in non-Latin alphabets (Arabic, Chinese, Japanese, Cyrillic, etc.) must be accompanied by an International Driving Permit or official translation.
The driving license must:
- Be valid for the entire rental period.
- Have been held for a minimum of 1 year.
- Additional proof of identity and address may be required
Please note that age requirements may vary depending on the country or location. In some destinations, different rules or additional restrictions may apply. Young and senior driver fees may also be charged according to local regulations.
For full details, please check the Terms & Conditions for your selected country here :
https://www.otoq.rent/en/terms-and-conditions/
2
Reservations
- Amendments
- If you experience delays, you must inform the office before your scheduled pickup time.
No refunds are issued for:
- Early return
- Reducing rental days
- Downgrading vehicle category after confirmation - No-Show Policy
- If you fail to appear on time without prior notice, your reservation is considered a No-Show, and a no-show fee may apply.
- Cancellation Policy
- Cancellations must be made in writing (telephone cancellations are not accepted).
Cancellation refunds:
- Up to 48 hours before pickup: Full refund
- 48 to 24 hours before pickup: 50% refund
- Less than 24 hours before pickup: No refund
- Refund processing may take up to 30 business days.
Please review the full T&C for each location to avoid misunderstandings.
3
Vehicle Pickup
- Documents Required
- Valid passport
- Valid driving license (plus IDP when needed)
- Credit card in the driver’s name with sufficient credit - Airport Shuttle Service
- Free shuttle service is provided during normal office hours for stations outside the airport perimeter.
- Optional Items / Extras
- - Child seats, GPS, and other extras may be requested at booking or pickup.
- All extras are subject to availability and may change without notice.
4
During Rental
- Vehicle Condition & Use
- Vehicles must be returned:
- To the pre-arranged station
- On time
- In the same condition as rented
- With the same fuel level and all equipment included
- Normal wear and tear is accepted; missing fuel, equipment, or damage may incur charges. - Roadside Assistance
- Included for mechanical failures.
If roadside assistance is required due to driver negligence (e.g., lost keys, running out of fuel), a call-out fee may apply. - Restricted Roads / Areas
- - Driving on dirt roads, off-road terrain, sand, or through water is strictly prohibited.
- GPS trackers are installed in all vehicles.
- No insurance covers damage from off-road use.
- A €300 penalty applies for off-road driving, regardless of damage. - Mileage Policy
- - Rates include unlimited mileage.
- A fair usage policy applies—excessive or abusive usage may result in penalties or restrictions. - Traffic Infringements & Fines
- - The renter is responsible for all fines (parking, speeding, toll evasion, etc.) during the rental.
- An administration fee is charged for processing fines.
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Customer Support Monday-Friday
09:00-17:00 (EEST) -
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