KEMWEL CAR RENTAL FAQS

Where and how can I view, cancel or modify my booking?
You can view, cancel or modify your booking by visiting Manage Booking on our website.

Do I have to pay a fee to modify or cancel my booking?
There is no fee to cancel or modify your booking if it is done more than 48 hours before your rental begins. However, rental rates are subject to change when a booking is modified based on the rates available at the time of change.

For cancellations made within 48 hours of pick-up, fees may apply or there may be no refund.

What do I need to make a booking?
To make a booking, you will need to provide the following:

• A credit card or debit card to pay for the reservation.
• The main driver's full name and age.
• Trip details, including car pick-up and drop-off times and locations.

Once you have entered this information, you can select your preferred rental supplier and review and confirm all applicable conditions before finalising the booking.

Are there age restriction for hiring a car?
Yes, there are age-related restrictions that vary by rental supplier:

• Most companies will rent to drivers over the age of 21.
• Additional fees may apply to drivers under 25 and, in some cases, to those over 65.

Always check the vehicle's terms & conditions before booking.

What will I need to collect my rental car?
To collect the car, the main driver must present the following at the rental counter:

• Your rental voucher, which confirms your booking and includes key terms & conditions.
• A physical credit card in the name of the main driver, with enough funds available to cover the security deposit. Some rental suppliers may accept debit cards, so be sure to check your voucher for specific conditions.
• A physical driving licence, held for at least 12 months. Some rental companies may require a longer holding period, so it is important to confirm the exact requirements by checking the supplier's terms & conditions.
• A valid physical ID or passport, depending on the rental company's requirements.

Note: An International Driving Permit (IDP) may be required, depending on your country of residence and where you are renting. Always check the supplier's terms & conditions for specific conditions.

Very important: If you do not have all the required documents, the rental staff will not provide a car to you. To avoid any issues, carefully review your voucher before arriving at the rental desk.

What is the Fully Flexible Cancellation Cover?
Kemwel offers a Flexible Cancellation Cover that protects your rental cost with the ability to cancel for any reason.
It can be added to your rental during the booking process or up to 24 hours prior to the pick-up date.

What is my booking Excess?
The Excess is the maximum amount you may have to pay if the car is damaged during your rental. The standard insurance included with your booking will cover the remaining costs beyond this amount.

• The Excess is not the same as the Deposit, although they are often related.
• Some rental companies will block the full Excess amount on your credit card at the time of collection.
• Others may block a lower amount, depending on their policy and the coverage you have selected.

For the exact details regarding the Excess, always check the rental terms & conditions before booking.

How can I protect my Excess?
You can add Excess Protection Cover during the booking process.

What insurance/cover does my rental car have?
Collision Damage Waiver (CDW) and Theft Protection are often included when booking with Kemwel.

• These protections are usually included in the booking rate.
• In some locations, you may see basic rates without these covers.
• In such cases, CDW and Theft Protection may be provided by the main driver's credit card - check with your card issuer.
• Always check the coverage included with the rate you reserve.

These protections are only valid if you follow the terms of the rental agreement signed at pick-up.

What is the fuel policy?
Most suppliers offer a Full-to-Full policy, so be sure to check the rental terms for further information.

Is there a kilometer/mileage policy?
Most suppliers offer unlimited kilometers/mileage. Always check the supplier terms to understand what is included in your rate.

Can I travel outside of the rental country/state?
Yes you can. Most suppliers allow you to cross borders - check the rental terms for further information. Fees may apply.

Can I add extra equipment to my rental?
Yes, you can. Extras like child seats or GPS can be added during the booking process and are paid locally at the rental desk, with availability depending on the location and rental supplier. Always check the terms of the rental supplier.

Do I have to pay a fee to modify or cancel my booking?
There is no fee to cancel or modify your booking if it is done more than 48 hours before your rental begins. However, rental rates are subject to change when a booking is modified based on the rates available at the time of change.

For cancellations made within 48 hours of pick-up, fees may apply or there may be no refund.

Where and how can I view, cancel or modify my booking?
You can view, cancel or modify your booking by visiting Manage Booking on our website.

What happens if my flight is delayed or cancelled?
If you have added your flight details to your booking, the rental supplier may be able to monitor your flight and hold your car for a short 'grace period' in the event of a delay or cancellation. However, this is not guaranteed and we strongly recommend contacting the rental company directly as soon as possible. Please review your voucher for further details.

Important: Flight disruptions are outside of our control, and we are unable to accept responsibility for any resulting issues or additional costs.

What should I do if I have a question or issue after my rental?
If you need to report an issue or file a claim related to your rental, such as unexpected charges or car damage, please use Manage Booking on our website to file an inquiry.

Important: Claims can only be submitted after your car's drop-off date and all claims must be filed online. This ensures your case is properly documented and sent to the correct team for review.