Frequently Asked Questions

Typically, you must be at least 23 years old and have held a valid driving licence for at least one full year. If you are under 25, a young driver fee may apply. If you are over 70, you may be required to pay a senior driver fee. 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 will usually need to present are:

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

All documents must be complete, original, physical, and valid versions. On some occasions we may also require proof of your home address in the form of a recent utility bill, which must be no older than three months. You must have the documents with you when collecting the vehicle.

Simply follow the instructions in the app. You’ll need to take photographs of your driving licence and an identity document (such as a passport or an identity card issued by a European Union member state), along with a selfie. In some cases, you may also be required to upload a photograph of your International Driving Permit. Finally, complete your contact details in the 'Profile' section.

When collecting your hire car, you must have with you the documents specified in the Key Hire Terms, which are available in the Movly app.

You can pay for your hire with a credit card or a debit card that has credit card functionality. However, in the latter case, you may be required to present a credit card for the deposit payment or payment of optional extras.

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

• Small suitcase: 50L, 52 x 35 x 24 cm
• Large suitcase: 150L, 78 x 53 x 34 cm

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

The deposit is an amount held on your credit card for security purposes and will be released in full unless there are any unexpected charges, such as traffic fines, returning the car with insufficient fuel, or requiring additional cleaning. Depending on whether your hire is a smart rental experience or you’ll be collecting the vehicle at the rental desk, the deposit will be charged either 48 hours before the scheduled collection time or at the desk. Please ensure that you have the credit card with you at the time of collection.

Collision Damage Waiver (CDW) is a type of protection that reduces your financial liability for damage resulting from road traffic accidents. In the event of damage to your hire vehicle, you will be liable for the amount specified in your hire agreement. By opting for certain cover exclusions, you may increase your financial responsibility. For further information 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 whilst driving the hire car.

Theft Protection (TP) covers the cost of replacing the hire car if it is stolen during the hire period. For details on the coverage amount, please refer to the 'Deal Includes' 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 ready to go.

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

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

For bookings made less than 48 hours before the collection time, the price is non-refundable.

If you need to make any changes to your booking after confirmation – such as updating your hire dates, choosing a different car, or adding extras – please contact our customer support team.

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

If you experience any delays, please contact our customer support team immediately. We cannot guarantee availability if you arrive more than one hour after 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 around 15 minutes before your collection time. This will include the car’s location, number plate, and a photo of the car in the parking area. Contact us if you still cannot find it.

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

You'll only need our app! Just make sure your smartphone's Bluetooth is switched on. Once you've located the car, start your hire in the app, and you'll be able to unlock and lock the doors directly from the app throughout your hire period.

Step closer to the car and make sure your phone's Bluetooth is switched on. If the issue persists, try enabling airplane mode and then disabling it again. Still no luck? Contact us for further assistance.

Make sure you are using the latest version of the app and that your internet connection is functioning correctly. If the issue continues, please contact us.

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

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

Stay calm and assess the situation. If anyone is injured or another party is involved, call the local emergency services immediately. Then, notify us straight away. 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 time frame. Lastly, complete the Accident Statement form located in the glove compartment.

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

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

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.

It’s simple! Just follow the instructions in the app: return the car to the return location, lock the doors, and tap ‘End Hire’.

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