Frequently Asked Questions about Movly Car Hire

Question 1

Who is eligible to hire a Movly car?

Accepted Answer

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.

Question 2

Which documents do I need?

Accepted Answer

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.

Question 3

How do I verify my identity?

Accepted Answer

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.

Question 4

How can I pay?

Accepted Answer

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.

Question 5

How are the suitcase sizes defined?

Accepted Answer

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.

Question 6

What is a security deposit?

Accepted Answer

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. The deposit will be charged to your payment card 48 hours before your scheduled collection time. If your hire begins in less than 24 hours, the deposit will be charged immediately after the booking is confirmed and your identity is verified.

Question 7

What is Collision Damage Waiver?

Accepted Answer

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.

Question 8

What is Third Party Liability?

Accepted Answer

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.

Question 9

What is Theft Protection?

Accepted Answer

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.

Question 10

I have a booking. What should I do next?

Accepted Answer

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.

Question 11

Can I cancel my booking?

Accepted Answer

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.

Question 12

How do I change my booking?

Accepted Answer

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.

Question 13

Who is permitted to drive the car?

Accepted Answer

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

Question 14

Can I extend my hire period?

Accepted Answer

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

Question 15

What should I do if I have a car accident?

Accepted Answer

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.

Question 16

What happens if I'm late for returning the car?

Accepted Answer

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.

Question 17

Can I return the car with an empty petrol tank?

Accepted Answer

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.

Question 18

Where should I return the car?

Accepted Answer

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.

Question 19

How do I end my car hire?

Accepted Answer

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

Question 20

How do I retrieve something I left in the car?

Accepted Answer

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

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