Frequently Asked Questions
1.Before you rent
Who is eligible to rent a Movly car?
To rent a car with Movly, you usually need to be at least 23 years old and have held a valid driver’s license for at least one year. Drivers under 25 may have to pay a young driver fee, while drivers over 70 may be charged a senior driver fee. Age requirements can vary depending on the car category and operator. Enter your age in the “Driver’s Age” field in the Movly app to see which car rental deals are available to you.
Which documents do I need?
When collecting your rental car, you will usually need to present:
- a valid driver’s license
- an International Driving Permit, if your driver’s license was not issued in the European Union;
- a valid passport and identification card from your country of residence;
- a credit card in the main driver’s name.
How do I verify my identity?
Identity verification is completed digitally through the Movly app. You’ll be asked to upload photos of your driver’s license, your passport or EU identity card, and a selfie. In some cases, you may also need to upload your International Driving Permit. Complete your contact details in the Profile section.
When picking up your rental car, you must also have the physical documents listed in the Key Rental Terms in the Movly app.
When picking up your rental car, you must also have the physical documents listed in the Key Rental Terms in the Movly app.
How can I pay?
You can pay for your car rental using a credit card or a debit card with credit card functionality. However, in the latter case, a credit card may still be required to cover the security deposit or optional extras.
What do suitcase sizes mean in car rental?
The suitcase sizes listed in the car features are based on ACRISS standards, which are commonly used in the car rental industry. The suitcase sizes are defined as follows:
- Small suitcase: 50L, 52 × 35 × 24 cm (20 × 14 × 9 in)
- Large suitcase: 150L, 78 × 53 × 34 cm (31 × 21 × 13 in)
What is a security deposit?
A security deposit is a temporary amount held on your credit card during your car rental. It is released in full unless there are additional charges, such as traffic fines, returning the car with insufficient fuel, or extra cleaning. Depending on whether your booking is a smart rental or a desk pickup rental, the deposit will be held either 48 hours before pickup or at the desk. Please ensure you bring the required credit card when picking up your rental car.
What is Collision Damage Waiver?
Collision Damage Waiver (CDW) is a form of protection included in many car rental agreements. It limits your financial responsibility if the rental car is damaged in a car accident. You remain liable for the deductible amount stated in your rental agreement. Excluding certain coverage may increase your financial responsibility. Full details are available in the Terms of Service.
What is Third Party Liability?
Third-Party Liability (TPL) insurance covers damage or injury you may cause to other people or their property while driving the rental car.
What is Theft Protection?
Theft Protection (TP) covers the cost of replacing the rental car if it is stolen during the rental period. Details of the coverage are shown in the “Deal Includes” section of your booking.
2.Before your car rental begins
I have a booking. What should I do next?
After booking your rental car, open the Movly app, complete your profile, and upload your required documents if you haven’t already. Once your identity has been verified, you’ll be ready to collect your rental car at the scheduled pick-up time.
Can I cancel my booking?
You can cancel your booking free of charge and receive a full refund up to 48 hours before the scheduled pickup time. If you cancel less than 48 hours before the scheduled pickup time, a cancellation fee equal to the full prepaid amount will apply. For bookings made less than 48 hours before the scheduled pickup time, the price is non-refundable.
How do I change my booking?
If you need to make any changes to your car rental after confirmation – such as changing your rental dates, choosing a different car, or adding extras – please contact our customer support team.
Who is allowed to drive the car?
Only the main driver named in the booking, along with any verified additional drivers, is permitted to drive the car.
3.Picking up the car
What should I do if I’m running late?
If you are delayed, please contact Movly customer support immediately. We cannot guarantee that the car will still be available if you arrive more than one hour after your scheduled pickup time. A late fee may apply.
How do I find the car?
You’ll be able to view your rental car details, including pickup instructions, in the Movly app 24 hours before your scheduled pickup time. If you still can’t find the car, please contact customer support.
Do I need an internet connection to use the car?
Smart rental only: You’ll need an internet connection to start and end your rental in the app. During the rental, you won’t need internet to lock or unlock the car doors, as your phone connects to the car via Bluetooth once the rental has started.
Desk rental: You’ll need an internet connection to receive the pickup instructions in the app 24 hours before your scheduled pickup time.
How do I unlock the car doors?
You'll only need our app! Just make sure your smartphone’s Bluetooth is turned on. Once you've found the car, start your rental in the app, and you'll be able to lock and unlock the doors directly from the app during your rental period.
What should I do if I can't lock or unlock the doors?
Smart rental only: If you can’t lock or unlock the rental car, move closer to the vehicle and make sure your phone’s Bluetooth is turned on. Next, try turning airplane mode on and off. If the issue continues, please contact costumer support.
What should I do if the app isn't working properly?
Smart rental only: Make sure you have the latest version of the Movly app and a working internet connection. If the issue continues, please contact costumer support.
What happens if the car is damaged at pickup?
Smart rental only: If you notice any damage to the rental car at pickup, contact customer support before starting your rental and take clear photos of the damage.
4.During your rental
Can I extend my rental period?
If you need to extend your car rental, please contact Movly customer support. Extensions may not always be possible, depending on car availability.
What should I do if I'm in a car accident?
- Stay calm and assess the situation and ensure everyone is safe.
- If anyone is injured or another vehicle is involved, call the local emergency services immediately.
- Notify Movly customer support as soon as possible.
- Failing to report the accident may invalidate your insurance coverage.
- Complete the Accident Statement form located in the glove compartment.
5.Dropping off the car
What happens if I'm late for drop-off?
If you’re going to be late dropping off your rental car, please contact Movly customer support immediately. If you do not return the car at the agreed time and have not extended your rental, you may lose access to it. Returning the car more than two hours late may result in a late fee.
Can I return the car with an empty gas tank?
You may return the rental car with an empty fuel tank, but you will still be charged for refueling. We recommend refueling the car yourself before returning it, as this is usually cheaper.
Where should I drop off the car?
If you didn't choose a different drop-off location when booking the car, please return it to the same location where you picked it up. You can view the exact drop-off location in the app.
How do I end my rental?
To end your rental, follow the instructions in the Movly app.
How do I retrieve something I left in the car?
If you left an item in the rental car, please contact Movly customer support as soon as possible. We will do our best to help you retrieve your belongings.
Still have questions?
Contact us
