Please read this document before you complete our booking as it provides important information about your booking and your rental, including what to bring with you when you pick up the vehicle and your responsibilities.
Please also read the “Key terms and conditions”.
You should carefully read the Key terms and conditions provided at time of pick-up as it might either contain additional location specific terms and conditions or may differ from the General Conditions supplied during the booking process.
Making a booking
A booking allows you to reserve a vehicle and optional extras for ‘pick-up’ at a particular time, date and location and for the agreed rental period. You must meet our Rental Requirements. You must agree and sign the Key terms and conditions.
The Rental Agreement is governed by the law of the country where you pick-up the vehicle and is formed between you and the vehicle rental provider at the time of pick-up, if you meet all Key terms and conditions.
By making a booking you agree to be provided with a copy of these booking terms, the Key terms and conditions electronically using the email address you have provided.
‘Pay online’ and ‘pay in cash" bookings
With ‘Pay online’ bookings, you pay for the rental period and any optional extras when you book. Not all optional extras are capable of being pre-paid. Optional extra’s that cannot be pre-paid at time of booking is subject to ‘Pay in cash’ terms.
You must pay a cancellation fee if you cancel your booking. You must pay a cancellation fee if we cancel your booking because you failed to meet the Rental Requirements. You must pay a fee if you do not cancel your booking and your fail to show-up. We call this a non- cancellation fee.
The non-cancellation fee could equal the full amount of your booking. Please see the ‘Cancellations’ section for details.
A booking contract will form between you and Flecha de exito S.L. (Flechacar) when you agree to the booking terms and give us permission to debit your payment card for the ‘Pay online’ amount and to keep the value of the cancellation fee or non-cancellation fee if this applies. This happens when you.
Click the ‘Pay Now’ button when booking online
Provide your payment details and ask to, or agree to ‘Pay online ’ when using any other method (e.g. over the telephone)
With ‘Pay in cash’ bookings you request a vehicle now but pay for it at the agreed pick-up location.
‘Pay in cash’ prices may be less competitive than ‘Pay online’ prices. You must pay a fee if you do not cancel your booking and your fail to show-up. We call this a non-cancellation fee. Please see the ‘Cancellations’ section for details.
You agree to the booking terms and give the vehicle rental provider permission to debit your payment card for the value of the non-cancellation fee, when you (i) click the ‘Pay in cash’ button when booking online or using the mobile app or (ii) provide your payment details and ask to, or agree to ‘Pay in cash’ when using any other method (e.g. over the telephone).
The law of the country in which vehicle rental provider is resident applies to this booking.
CONTACT US: For ‘Pay online’ bookings, Flecha car can be contacted by writing to our address o mail that you can see at our web. For ‘Pay in cash’ bookings, the vehicle rental provider is the person that wears t-shirt with our logo.
Changing your booking — All booking types
You may change your booking (whether a ‘Pay online’ or ‘Pay in cash’ booking) any time before the day you are due to pick-up the vehicle by calling to us or due to writing the massage to our mail.
We will send you a revised booking confirmation email confirming your new booking details and new amount paid to the email address you provided.
All change requests will be subject to availability and may result in a price change, as the revised booking will be at prices available at the date of the change. If the ‘Pay Now’ amount at the end of the booking is:
More than the amount you paid us, you must pay the balance
Less than the amount you paid us then no refund will be given. However, if you wish to buy optional extras when you collect the vehicle, you may use the difference towards the cost of these optional extras.
There is no charge for making a change. However, if the change has the same effect as a cancellation, you may be charged a cancellation fee. You may be entitled to a refund if you have made a new booking. Please contact Customer Services for more information.
Cancellations — All booking types
You may cancel your booking at any time before the day you are due to collect your vehicle by calling us or writing to our mail
Depending on when you cancel, you may be charged either a cancellation fee or a non- cancellation fee. The fee is calculated taking into account the type of booking, the amount of notice you have given and the location where you would have picked up your vehicl
‘Pay Now’ booking
‘Pay at Location’ booking
Before midnight on day of booking
No fee for cancellation. We will give you a full refund
At least 3 complete days before
The lower of (i) the full amount you paid us, or (ii) €50
Less than 3 complete days
The lower of (i) the full amount you paid us, or (ii) 3 days’ worth of your booking.
On day of ‘pick-up’ or if you do not cancel and fail to show-up
No refund. We will retain the full amount.
You have the right to prove that neither the vehicle rental provider nor us has sustained any loss or any loss sustained is significantly lower than the amount deducted, and if proved, you may be entitled to a full or partial refund.
CONTACT US You must contact us in writing to request a refund. It can take up to 14 days for your card company to process a refund. We are not responsible for how long it takes your card company to process a refund.
The vehicle rental price is calculated based on your requested start and end dates and times, the rental location, the amount of time you rent for, the type of vehicle stated you requested.
The price of optional extras — such as baby seats, additional driver(s), delivery charges and GPS devices — are calculated based on the requested start and end dates and times and the rental location from which you will pick-up the vehicle.
You must bring your reservation number or booking confirmation email with you. It will help the location find your details so you can get on your way as quickly as possible.
We may refuse to allow any driver to drive the vehicle who (i) does not hold a full driving license valid for use in the country of rental for the entire rental period, (ii) has not brought an international driving license or official translation (if applicable), (iii) has not held their license for the minimum period required by the rental location, (iv) has driving related convictions, or (v) who does not meet our security or credit checks.
Drivers must bring an international driving license or an official translation in the language of the country of rental if:
Their driving license was issued in Europe and you are renting in a country outside Europe
Their driving license was issued in a non-European country, and you are renting outside that country
Their driving license was issued in a non-roman alphabet like Arabic, Chinese, Greek, Russian, Hebrew or Japanese (and other similar non-roman alphabet based languages)
Drivers are responsible to check what the statutory requirements are in the country in which they intend to drive.
Drivers must bring previous driving licenses or a letter from their driving license authority stating that they have held it for at least the minimum period if their current driving license does not show the full period.
Proof of Identity, Photo ID and Proof of Address
The person hiring the vehicle must bring proof of their identity, e.g. a valid current passport or identity card/document. The photo ID must be recognizable. The person hiring the vehicle must also bring proof of their address. This could include a recent utility bill or a bank statement that shows the address.
Drivers shall ensure that the rental agreement indicates their personal postal address.
We generally accept American Express (excluding Travellers Cheque Cards), Diners, Visa and MasterCard (in both cases excluding prepaid cards).
You must bring the payment card used to make your booking as it is used as a form of identity check to ensure the vehicle is given to the person who made the booking. For certain high value vehicles, you must bring two payment cards in the name of the person who made the booking who must also be the main driver.
The name on the payment card(s) must be the same as the name on the driving license for the main driver.
The rental location may refuse to rent to you if you or anyone in your party behaves in an unacceptable way, e.g., if they believe that any driver is under the influence of drink or drugs or you, or anyone in your party, is abusive or threatening to their teams or the customers.
If there are no vehicles available in the group you booked, the rental location will try to find you a vehicle from a higher group at no extra cost. If they can only find you a vehicle in a lower group and you agree to rent this vehicle, you will only be charged for the value of that vehicle. If you have already paid, you will be entitled to a refund of the difference.
If you have booked a larger size vehicle and it is unavailable, to get you on your way, the rental location may provide you with more than one vehicle or suggest you use alternative transport until they can get a vehicle in the group requested to you.
This rarely happens, but if no vehicles are available, you will of course be entitled to a full refund of any amount you’ve already paid.
It would be unusual for the rental location not to have an optional extra you pre-booked. If it does happen, they will try to get one from another rental location. If this is not possible, the rental location will (at their option): buy a new one for you, ask you to buy a reasonably priced one from elsewhere and reimburse you the price paid or refund you the cost of the pre-booked optional extra.
CONTACT US: You will need to contact us with your booking reference number for a refund.
Use of your Personal Information
By making a booking, you expressly agree to us using and transferring your personal information for as long as the law allows us to as set out in this section.
We will use (or process) your personal information in order to:
Request the reservation of the rental services to you,
Carry out relevant identity, security, driving licence and credit checks,
Maintain and improve our administration and management of our services,
Send you information about similar goods and services that we think will be of interest to you if the law allows us to do so.
We share your personal information with:
if we consider they have a right to the information and the law allow us to do so or to verify the validity of your driving licence.
Third parties, usually located in the country of rental, to allow identity, security, driving licence and credit checks to be carried out and to detect and prevent crime, Third parties who are acting on our behalf in claims and collections administration, Third parties who are acting on our behalf in conducting customer surveys that we use for improving our services to you.
You have a legal right to access to the information we hold about you, and if you are able to provide the necessary justification, you may ask for any personal data to be corrected, modified, blocked or removed. You have a right to ask for an explanation of the data processing and further rights set out in the applicable data
privacy laws to the extent this is necessary to ensure the fair processing of your data. You also have the legal right to object to the processing of such information for compelling and legitimate reason.
CONTACT US: To access this information, please Us services and ask for details. We may ask you to pay a subject access request fee if the law allows us to do so.