24-Hour Call Centre 0861 131 000 | +27 11 479 4000

Customer Care

FAQ

What is Tyre & Windscreen Cover?

TWC is the latest product offering that covers customers in the event of tyres being damaged and/or windscreens being chipped, cracked or broken. The cover can be purchased for a nominal daily fee of R15, when making a reservation or at the time of vehicle pickup. If the cover is declined, the driver is liable for the full cost of repairing or replacing the damaged tyres and/or windscreens, plus a claim handling fee.

What is Personal Accident Insurance?

Personal Accident Insurance (PAI) is optional. It is offered at a nominal fee and covers the driver and occupants collectively in the event of an accident.

What is Fly, Drive, Stay Baggage Insurance?

Europcar's Fly, Drive, Stay Baggage Insurance covers baggage for 24 hours before and 24 hours after the rental.

Your baggage will be covered for up to R15 000:

  • From the moment you leave your home (if within the 24-hour period prior to the start of the rental)
  • Until the time that you return home (if within the last 24-hour period after the termination of the rental)
  • When you are flying in South Africa within the 24-hour period
  • In your hotel room.

How is the daily rental charged?

Daily rental charges are calculated in cycles of 24 hours. If a rental vehicle is collected at 9am on Monday and dropped back at 10am on Tuesday, the rental period is two days.

How is fuel/petrol charged?

Rental vehicles are supplied with a full tank of fuel, which is topped up to the maximum. There are two options when returning the vehicle: fill it up before returning it or return it at any fuel level and Europcar will fill it. All refills are charged at the Government legislated fuel price.

How are 'kilometres driven' charged?

The rental rate you have chosen may include a specified number of free kilometres per day e.g. if you get a rate with 200km free per day and you drive 250 km, you will only be charged the 'per km rate' for the extra 50km. The per kilometre rate varies depending on the vehicle type.

What is the Airport Surcharge?

These charges are applicable to all car rental transactions in South Africa. An Airport Surcharge is levied on the daily rental rate of any rental vehicle collected and returned to any of South Africa’s state airports. This fee is paid over to the Airports Company of South Africa (ACSA).

What is the Tourism Levy?

A compulsory Tourism Levy of 1% on the daily rental rate is paid to TOMSA (Tourism Marketing Levy for South Africa). The funds are used to promote and develop tourism in South Africa.

Can a vehicle be taken across the border?

Certain vehicles may enter South Africa’s neighbouring countries, but over-border rules do apply and fees are applicable. Cross-border travel intention must be reported prior to rental to ensure the required documentation is drawn up by the car rental company and submitted to the renter for display at the border.

What additional charges could I be liable for?

Generally, the administration fee is excluded from the daily rate and will be charged for separately. Some other additional charges to be aware of are:

  • A one-way charge. This is levied for rentals terminating at a different branch to the collection branch if the two branches are over 150km apart.
  • Delivery and/or collection fee. This is levied if the vehicle must be delivered or collected to or from the customer.
  • Child seat rentals for children up to seven years old. Renters must specify the child's age and weight so that the correct seat can be provided.
  • GPS navigation unit rentals
  • A traffic fine administration fee. The traffic fine will be redirected to you with an admin fee.

What is included in and excluded from the rate?

Your reservation confirmation will detail the items that are included in the rate. It is important to always understand upfront what the rate includes and what you are further liable for.

Vehicle inspection

All Europcar vehicles are inspected prior to customer collection and then again when the vehicle is returned. An inspection form is filled out which documents kilometres travelled and any damage to the vehicle (if applicable). A copy of the inspection form is always left in the vehicle for the next customer to verify. Any additional damage found on the vehicle, on its return, will be invoiced to the renter.

Can I extend the rental period?

Yes. If you wish to do so, it is imperative that you advise the rental company in order to remain covered by the waivers.