A low advertised price does not necessarily mean a good deal. Before booking a rental car, check what is included in the price and what you may have to pay in addition, such as optional insurance, a deposit or additional services.

Check the total price and additional charges

Check the terms and conditions carefully. Additional charges may apply for:

• fuel or charging,
• exceeding a mileage limit,
• an additional driver or child seat,
• returning the car to a different location,
• collecting or returning the car outside opening hours,
• young drivers or airport/location surcharges.

If you book through a broker or comparison website, check who the actual rental company is and which terms and conditions apply.

Check the deposit, payment and cancellation conditions

Find out whether a deposit or pre-authorisation will be required, how much it will be and whether a credit card in the main driver’s name is required. Also check the conditions for cancelling or changing your reservation. If you are travelling by plane, find out what happens if your flight is delayed and how to avoid being treated as a no-show.

Check the insurance

Find out what insurance is included in the rental price and what is excluded. Pay particular attention to the excess – the amount you may have to pay yourself if the car is damaged or stolen. Check whether tyres, windows, wheels, the underbody or keys are covered. If you buy additional insurance, check exactly what it covers and who provides it.

Check the mileage, fuel and charging policy

Check whether the rental includes unlimited mileage and what happens if you exceed the agreed limit. Also check the fuel policy. If you rent an electric car, check the charging requirements and any fees for returning the vehicle with a low battery.

Check the driver’s requirements and travel conditions

Check the minimum and maximum age requirements and any additional fees for young or older drivers. Make sure your driving licence meets the rental company’s requirements.

If you plan to cross a border with the rental car, check whether this is permitted and whether you need to inform the rental company in advance. Additional fees or restrictions may apply.

Inspect the car before driving away

Before leaving the rental location, carefully check the car inside and outside. Make sure all existing scratches, dents and other damage are recorded in the inspection report. Also check that all agreed equipment is present.

Take photos or a video of the car, including any existing damage, and keep them until the rental has been fully settled.

Keep your documents

Keep a copy of the rental agreement, booking confirmation and inspection report. Where possible, have any changes or additional arrangements confirmed in writing.

Please note: the 14-day right of withdrawal does not apply to car rental reservations for a specific date or period. Whether you can cancel your booking and receive a refund depends on the terms and conditions of the rental company or intermediary.

Match Contract with Your Booking

• Verify Key Terms: Ensure the final agreement matches your initial reservation, including the total price, deposit amount, fuel policy, and included insurance.

• Check Extra Fees: Make sure staff have not added optional extra insurance, upgrades, or roadside assistance packages without your explicit consent.

• Driver Details: Confirm that all authorised drivers are correctly listed.

Put Everything in Writing

• No Verbal Agreements: Never rely on oral promises from counter staff. If any terms change at pick-up, ensure they are written into the contract and signed by both parties.

• Keep Your Copy: Always make sure you receive a physical or digital copy of the signed contract and the full Terms & Conditions before driving away.

Red Flags & Rules Before Signing

• Never Sign Blank Forms: Do not sign blank documents, pre-authorisation slips without specified amounts, or contracts you have not read.

• Beware of Digital Signature Pads: If asked to sign on an electronic tablet, demand to see the full document (printed or on-screen) before signing. Ensure you know exactly what you are signing for.

• Language Barrier: If the contract is in a language you do not understand, request an English version or a written summary of key terms.

• Payment Breakdown: Check what has been paid, what is due, and under what conditions deposits or advance payments will be refunded.

If you experience billing errors, vehicle defects, or unauthorized damage charges, you have the right to file a formal complaint.

Act Immediately During Rental

• Report Issues Early: If the car has defects, safety issues, or differs from what you booked, inform the rental company immediately in writing or by email.

• Collect Evidence: Take photos and videos of any vehicle defects, save dashboard warning lights, and keep all relevant receipts (e.g., fuel or emergency repair bills).

Submit a Written Complaint

• Document Everything: Send your complaint via email or registered post to ensure a paper trail. Avoid relying solely on phone calls.

• Challenge Unjustified Charges: If charged for pre-existing damage, demand written evidence from the trader, such as an itemized repair invoice or official damage report.

• Attach Key Documents: Include copies of your rental agreement, booking confirmation, initial and final inspection reports, payment records, and photos.

Response Times & Escalation

• Response Timeframes: Under Polish consumer law, traders must respond to complaints within 14 days. For cross-border EU rentals, standard industry response times range between 14 to 30 days.

• Use Chargeback: If the rental company makes unauthorized charges on your credit card and rejects your claim, contact your card issuer to request a chargeback.

• Cross-Border Help: If you rented a car in another EU country, Iceland, or Norway and cannot resolve the dispute directly, contact your national European Consumer Centre (ECC) for free assistance.