Frequently Asked Questions

Typically, you must be at least 23 years old and have held a valid driver’s license for at least one full year. If you are under 25, a young driver fee may apply. If you are over 70, a senior driver fee may be required. Enter your age in the "Driver's Age" box to view the deals available to you. Please note that different age restrictions may apply to various vehicle groups and operators.

The documents you’ll usually need to provide are:

• a valid driver’s license
• an International Driving Permit, if your driver’s license was not issued within the European Union;
• a valid passport and identification card from your country of residence;
• a credit card in the primary driver’s name.

All documents must be complete, original, physical, and valid. In some cases, we may also require proof of your residential address in the form of a recent utility bill, no older than three months.

Just follow the instructions in the app. You'll need to take photos of your driver's license and an identity document (such as a passport or a government-issued ID from a European Union member state), along with a selfie. In some cases, you may also be asked to upload a photo of your International Driving Permit. Finally, fill in your contact information in the "Profile" section.

When picking up your rental car, make sure you have the documents listed in the Key Rental Terms, which are available in the Movly app.

You can pay for your rental with a credit card or a debit card that functions like a credit card. However, in the latter case, you may be required to present a credit card for the deposit or for paying for optional extras.

The suitcase sizes listed in the car features are based on data from the ACRISS database, which provides standardized systems for car rentals. The suitcase sizes are defined as follows:

• Small suitcase: 50L, 52 x 35 x 24 cm (20.5 x 13.8 x 9.4 inches)
• Large suitcase: 150L, 78 x 53 x 34 cm (30.7 x 20.9 x 13.4 inches)

Please make sure your bags fit within these dimensions before booking a car, as it may not be possible to upgrade to a larger car once your rental has started.

The deposit is an amount held on your credit card for security purposes and will be released in full unless there are unexpected charges, such as traffic tickets, returning the car with too little fuel, or requiring extra cleaning. The deposit will be charged to your payment card 48 hours before your scheduled pickup time. If your rental starts in less than 24 hours, the deposit will be charged immediately after your booking is confirmed and your identity is verified.

Collision Damage Waiver (CDW) is a type of coverage that reduces your financial responsibility for damage resulting from car accidents. If your rental vehicle is damaged, you are responsible for the amount specified in your rental agreement. Opting out of certain coverage options may increase your financial liability. For more details about these exclusions, please refer to the Terms of Service.

Third-Party Liability (TPL) is a type of insurance that covers the cost of any damage you may cause to third parties while driving the rental car.

Theft Protection (TP) covers the cost of replacing the rental car if it is stolen during the rental period. For details about the coverage amount, please refer to the "Good to Know" section.

Open the Movly app, complete your profile, and upload your documents if you haven't already. Once we've verified your identity, you'll be all set.

We offer free cancellation and a full refund up to 48 hours before the scheduled pickup time.

If you cancel your rental less than 48 hours before the scheduled pickup time, a cancellation fee equal to the full prepaid amount will be charged.

For bookings made less than 48 hours before the pickup time, the price is nonrefundable.

If you need to make any changes to your booking after it's been confirmed, such as updating your rental dates, selecting a different car or adding extras, please contact our customer support.

Only the person who booked the car, along with any verified additional drivers, is allowed to drive it.

If you experience any delays, please contact our customer support team right away. We can't guarantee availability if you arrive more than one hour past your scheduled time. Please note that a late fee will apply in this case.

You'll be able to view your car details in the app about 15 minutes before your pickup time. This will include the car's location, license plate, and a photo of the car in the parking area. Contact us if you still can't find it.

You'll need an internet connection to start and end your rental. However, you won’t need internet to lock and unlock the car doors during your trip. Once you've started the rental, the car and your smartphone will connect via Bluetooth.

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.

Step closer to the car and make sure your phone’s Bluetooth is turned on. If the issue continues, try turning on airplane mode, then turning it off again. Still no luck? Contact us for further help.

Make sure you're using the latest version of the app and that your internet connection is working properly. If the issue continues, please contact us.

Please contact our customer support team before starting your rental period, and we'll be happy to help you.

If you need to extend your rental period, please contact our customer support. However, we cannot always guarantee that extensions will be available.

Stay calm and evaluate the situation. If anyone is hurt or another party is involved, call local emergency services right away. Then, notify us immediately. Please note that failing to report the incident may void any insurance coverage. Always refer to the applicable terms and conditions for the specific rules and timeline. Lastly, fill out the Accident Report form located in the glove box.

If you experience any delays, please contact our customer support team immediately. If you fail to return the rental car at the agreed-upon time without extending your rental period, you will lose access to the car. Returning the car more than two hours late will result in a late fee.

You can return the vehicle with an empty tank, but you'll still need to cover the cost of refueling. We recommend refueling the car yourself, as it's usually cheaper.

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.

It’s simple! Just follow the instructions in the app: return the car to the drop-off location, lock the doors, and tap "End Rental."

Please contact us, and we will do our best to return your belongings to you as soon as possible.