Frequently Asked Questions
1. Before you hire
Who is eligible to hire a Movly car? 
To hire a car with Movly, you usually need to be at least 23 years old and have held a valid driving licence 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 hire deals are available to you.
Which documents do I need?
When collecting your hire car, you will usually need to present:
- a valid driving licence
- an International Driving Permit, if your driving licence was not issued in the European Union;
- a valid passport and identity 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 driving licence, 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 collecting your hire car, you must also have with you the physical documents listed in the Key Hire Terms, available in the Movly app.
When collecting your hire car, you must also have with you the physical documents listed in the Key Hire Terms, available in the Movly app.
How can I pay?
You can pay for your car hire 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 hire?
The suitcase sizes listed in the car features are based on ACRISS standards, which are commonly used in the car hire industry. The suitcase sizes are defined as follows:
- Small suitcase: 50L, 52 × 35 × 24 cm
- Large suitcase: 150L, 78 × 53 × 34 cm
Please make sure your luggage fits within these dimensions before booking your car hire, as it may not be possible to upgrade to a larger car once your hire has started.
What is a security deposit?
A security deposit is a temporary amount held on your credit card during your car hire. 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 collection, the deposit will be held either 48 hours before collection or at the desk. Please ensure you bring the required credit card when collecting your hire car.
What is Collision Damage Waiver?
Collision Damage Waiver (CDW) is a form of protection included in many car hire agreements. It limits your financial responsibility if the hire car is damaged in a car accident. You remain liable for the excess amount stated in your hire agreement. Excluding certain cover 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 hire car.
What is Theft Protection?
Theft Protection (TP) covers the cost of replacing the hire car if it is stolen during the hire period. Details of the cover are shown in the ‘Deal Includes’ section of your booking.
2. Before your car hire begins
I have a booking. What should I do next?
After booking your hire 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 hire car at the scheduled collection 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 collection time. If you cancel less than 48 hours before the scheduled collection time, a cancellation fee equal to the full prepaid amount will apply. For bookings made less than 48 hours before the scheduled collection time, the price is non-refundable.
How do I change my booking?
If you need to make any changes to your car hire after confirmation, such as changing your hire dates, choosing a different car, or adding extras, please contact our customer support team.
Who is permitted 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. Collecting 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 collection time. A late fee may apply.
How do I find the car?
You’ll be able to view your hire car details, including collection instructions, in the Movly app 24 hours before your scheduled collection 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 hire in the app. During the hire, you won’t need internet to lock or unlock the car doors, as your phone connects to the car via Bluetooth once the hire has started.
Desk rental: You’ll need an internet connection to receive the collection instructions in the app 24 hours before your scheduled collection time.
How do I unlock the car doors?
Smart rental only: Use the Movly app to lock and unlock your hire car doors. Make sure your smartphone’s Bluetooth is switched on. Once you’ve found the car, start your hire in the app and use your phone to lock and unlock it throughout your hire 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 hire 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 customer 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 collection?
Smart rental only: If you notice any damage to the hire car at collection, contact customer support before starting your hire and take clear photos of the damage.
4. During your hire
Can I extend my hire period?
If you need to extend your car hire, please contact Movly customer support. Extensions may not always be possible, depending on car availability.
What should I do if I have 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 cover.
- Complete the Accident Statement form located in the glove compartment.
5. Returning the car
What happens if I'm late for returning the car?
If you’re going to be late returning your hire car, please contact Movly customer support immediately. If you do not return the hire car at the agreed time and have not extended your hire, you may lose access to the car. Returning the car more than two hours late may result in a late fee.
Can I return the car with an empty petrol tank?
You may return the hire car with an empty fuel tank, but you will still be charged for refuelling. We recommend refuelling the car yourself before returning it, as this is usually cheaper.
Where should I return the car?
If you didn't select a different return location when booking the car, please return it to the same location where you collected it. You can view the exact return location in the app.
How do I end my car hire?
To end your hire, follow the instructions in the Movly app.
How do I retrieve something I left in the car?
If you left an item in the hire car, please contact Movly customer support as soon as possible. We will do our best to help you retrieve your belongings.
Still have questions?
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