Complaints with minor prospect of compensation

Dear Customer,

Should you wish to give us feedback regarding any negative service you may have experienced with your car hire, CarDelMar kindly recommends to begin by reexamining the local terms of hire as well as CarDelMar’s general terms and conditions before launching your complaint.
Both the local partner’s terms of hire as well as our general terms and conditions have already been confirmed as read and accepted during the booking online. Your concern might be clarified upon renewed reading of the local and general terms and conditions.
Please find some complaints below which, according to the corresponding local terms of hire or our general terms and conditions, must be refused by our customer service team.

Credit Card Requirement

In order to successfully make a deposit with all local partners, it is mandatory to present a valid credit card in the name of the main driver. Otherwise, the vehicle given to the customer and the customer is not entitled to receive a refund of the rental price.

Additional Insurance

The local car hire company will debit your credit card directly for locally booked insurance that you have chosen to accept. CarDelMar is not able to refund such transactions between you and our local partner.

Fuel Policy

Some local partners offer a ‘full to empty’ fuel policy, meaning that a full tank of petrol (prices are according to terms of hire and car category) has to be paid by credit card upon pick up of the vehicle. Remaining fuel cannot be credited. Please consider that the price per liter may differ to those of petrol stations in your native country.

Optional Extras

Extras such as child seats, GPS, and additional drivers, booked with CarDelMar have to be paid to the local car hire company exclusively. With CarDelMar, your credit card will be charged only for the car hire’s rental price and coverage package.

Car Categories

CarDelMar does not offer specific car models but hire cars of certain car categories only. Please contact our service center in order to obtain further information about the corresponding car categories. Should the category booked not be available at the local station, our partner will in general offer a higher category. Additional costs based on higher fuel consumption will not be refunded by CarDelMar.

One-Way Rental / Cross-Border Travel

Should you have booked one of the above-mentioned services, the corresponding fees will be charged by the local car hire company.

Pick Up / Return of Vehicle

Please adhere to the pick-up and drop-off times booked. For the local care hire company it is not obligatory to hold the vehicle for another time than that which was agreed upon. You are not entitled to receive a refund should your flight etc. be delayed. For cases in which the delay was caused by the flight’s late arrival, please claim any consequential costs back from your airline. Pick up out of hours is only possible if requested beforehand and confirmed by CarDelMar. Costs may arise locally, depending on terms of hire.

Road Tax

With some car hire companies a road toll has to be paid locally. This fee is mandatory, should you find the corresponding information in the terms of hire and/or on your voucher. This fee cannot be refunded.

Back to the mobile website
Help & Info

Our hotline:

  • From the UK 0203 788 4464 (national rate)

Quick answers – important info:

  • Free cancellation until 24 hours before pick up
  • Only credit card payment is accepted by CarDelMar (MasterCard, Visa)
  • A credit card in the name of the driver must be provided at the place of pick up for the security deposit
  • The deposit amount can be found in the local terms and conditions
  • You can find information about your booking by logging into “My CarDelMar“
  • To submit a new claim or complaint, please click here. If you have a claim or complaint that was opened before March 1st 2017 and you wish to check on progress, please click here.
My CarDelMar