Question 1

Cancellation policy

Accepted Answer

You can request the cancellation directly from your account (My account → your booking → Cancel) or by writing to us by email. Our team is notified instantly.
Bookings can be cancelled free of charge up to 72 hours before vehicle pick-up. After that, cancellation fees may apply.

Question 2

Changes to your booking

Accepted Answer

If you have not collected the vehicle yet, you can request a change from your account (My account → Modify): choose the new dates, see the new price, and your request reaches us instantly. You can also contact us by email or phone.
If the office, date or time of the rental changes, rates, taxes, surcharges or young driver fees may vary.
If you have already collected the vehicle and want to extend the rental, contact the office where you picked it up.

Question 3

What is Gavendo?

Accepted Answer

Gavendo is a car rental broker offering the best prices thanks to the special rates it negotiates with leading car rental companies such as Europcar, Enterprise and Hertz. Gavendo is an independent company acting as an intermediary between its customers and the rental companies, with quality personal customer service.
Thanks to the volume we have negotiated since 1982, our rates are often impossible to obtain by booking directly with the rental company.

Question 4

How can I contact Gavendo?

Accepted Answer

You can write to info@gavendo.com or call +34 913 292 911.
We are available Monday to Friday (except public holidays), from 9 am to 6 pm local time.

Question 5

How long does it take to confirm my booking?

Accepted Answer

Bookings are generally confirmed within 24 to 72 hours of the request.
If you have not received your confirmation within that period, please contact us at info@gavendo.com or by phone.

Question 6

How do I pay for the rental?

Accepted Answer

The rental must be paid at least one week before the start of the rental (prepaid rate).
Once your booking is confirmed, we send you a secure payment link by email ten days before the rental starts.
Alternatively, you can request payment by bank transfer.

Question 7

How can I get a copy of my rental invoice?

Accepted Answer

You can request your invoice from 48 hours after returning the vehicle. Send an email to info@gavendo.com with your billing details and we will send you the corresponding invoice.

Question 8

I want to return the car earlier than planned. Is there a penalty?

Accepted Answer

Depending on the rental company, you are generally only charged for the days the vehicle was used. Once returned, you should request a refund for the unused days.
The amount is only refunded if the rental company does not charge for the unused days; in that case we will refund the money.

Question 9

Can I extend my rental contract?

Accepted Answer

Extending the rental is possible; contact the pick-up office to get their approval. An additional fee will be charged.

Question 10

How do I find Gavendo at my destination?

Accepted Answer

As a broker, Gavendo has no fleet or offices of its own at the destinations.
To collect your vehicle, go directly to the office of the rental company confirmed in your booking (Europcar, Enterprise, Hertz…).

Question 11

What are the requirements to rent a car?

Accepted Answer

The essential items to present when renting a vehicle are:
• A valid driving licence. Citizens from outside the EU must present an international driving permit.
• A valid ID document.
• Being over 21 years old with a licence held for at least 2 years.
• A valid credit card in the name of the contract holder.

Question 12

Why do I need to give my flight number when booking?

Accepted Answer

If you collect the vehicle at the airport, we add your flight number to the rental company's system. This lets them monitor your flight and your arrival, and wait for you beyond the scheduled pick-up time, always within their normal opening hours.

Question 13

What documents do I need to collect my vehicle?

Accepted Answer

To collect your rental car you must present the booking confirmation voucher we emailed you, your valid driving licence (international permit if applicable), your ID card or passport, and your credit card.

Question 14

Can I pick up or return the vehicle outside office hours?

Accepted Answer

Yes, out-of-hours pick-up is possible if previously arranged in the contract. It may involve an extra charge.
Out-of-hours returns are only possible where the office has a key drop box or if previously agreed in the contract.

Question 15

Should I check the condition of the vehicle before leaving the office?

Accepted Answer

Yes. Check that the vehicle condition report accurately reflects its current state. If you find a defect that is not noted, tell the delivery agent so the condition recorded in the rental contract is updated.

Question 16

Is there an extra charge if I return the car late?

Accepted Answer

As a general rule there is a 29-minute grace period on daily rentals. If the vehicle is returned later, one additional rental day is charged.
Note: vehicles returned outside office hours are not inspected until the next working day; until that check, the vehicle remains your responsibility.

Question 17

Is a deposit mandatory?

Accepted Answer

Yes, a deposit covering possible additional costs is required.
The deposit is usually blocked on your credit or debit card and released when you return the vehicle in the same condition it was delivered.
The amount varies by supplier and vehicle type: between €100 and €200 for economy and mid-range cars, and up to €400 for premium cars.

Question 18

What types of coverage are available?

Accepted Answer

Damage or loss of the vehicle:
• CDW (Collision Damage Waiver): damage to the rented vehicle.
• TW (Theft Waiver): theft or loss of the vehicle.
• LDW (Loss and Damage Waiver): a combination of both.
Unless the cost can be recovered from an identified third party, the driver is liable for the cost of damage to or loss of the vehicle. This liability can usually be waived by paying a fixed amount per rental day; even so, a residual amount (the “excess”) applies in case of damage or loss. In some countries the excess can be removed for an additional fee — ask at the counter.
Personal Accident Insurance:
• PAI: medical expenses for injuries and/or a lump-sum indemnity for disability or death in a road accident.
• SUPER PAI: in some countries extends PAI and adds cover for loss of or damage to luggage (PEC).
Young driver: in some countries drivers under 26 must take out specific extra cover.
Additional drivers: all drivers must be listed in the rental contract to be covered; if they are not added, the insurance does not apply.

Question 19

What happens if the car breaks down or I have an accident?

Accepted Answer

In case of breakdown or accident, call the assistance numbers provided at pick-up. Assistance operates 24 hours a day.
Please read carefully the rental conditions and instructions provided when collecting the vehicle.

Question 20

What is the minimum age to rent a car?

Accepted Answer

All drivers must be at least 21 years old (22 in the Canary Islands), with a licence held for at least 1 year (2 years in the Canaries).
Only drivers over 25 may rent large MPVs, premium vehicles, 4×4s or vans.
Young driver fees may be added to the contract.

Question 21

Can I rent a car with a debit card?

Accepted Answer

Yes, all major debit cards are accepted except Maestro, Electron, Solo and prepaid cards.
A credit card is required for 4×4 and premium vehicles.
All cards must be in the main driver's name, and acceptance depends on the pick-up country.

Question 22

Will I get the exact model and make I booked?

Accepted Answer

Gavendo guarantees the car category, not the model or make.
Rental companies have a wide variety of vehicles and depend on the daily availability of each location.

Question 23

Do I need an international driving permit?

Accepted Answer

If your driving licence was not issued in a European Union country, you must present a valid International Driving Permit to collect the vehicle.

Question 24

Can I drive outside Spain?

Accepted Answer

Cross-border conditions vary by rental company, vehicle category and destination countries. Please check the General Rental Conditions.
In all cases you MUST inform the counter of your intention to leave Spain, so the insurance can be arranged according to your trip.

Question 25

Do rental cars have unlimited mileage?

Accepted Answer

Not always: mileage depends on the company and the number of days booked, and is shown when you make your booking.
If you exceed the contracted limit, the company charges an additional cost per kilometre, which mainly depends on the vehicle type.

Question 26

Do I have to return the car with a full tank?

Accepted Answer

It depends on the country and the product chosen; cars are normally delivered with a full tank. On return there are 3 situations:
1. Same fuel level: you return the car with the level stated in the contract and pay nothing; you may be asked for the petrol station receipt.
2. Different level (refuelling charge): if you did not buy the fuel option and return with less fuel, the missing fuel plus a refuelling service fee is charged.
3. Fuel purchase (Full Tank): you pay for a full tank at pick-up and can return the car at any level; unused fuel is not refunded.

Frequently asked questions

Bookings & payments

Pick-up & return

Insurance & deposits

Rental conditions