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.

Simply follow the instructions in the app. You’ll need to take photos 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 photo of your International Driving Permit. Finally, complete your contact details in the 'Profile' section.

When picking up your rental car, you must have with you the documents specified 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 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 rentals. 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 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 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 pick-up time. If your rental begins in less than 24 hours, the deposit will be charged immediately after the booking is confirmed and your identity is verified.

Collision Damage Waiver (CDW) is a type of protection that reduces your financial liability for damage resulting from traffic collisions. In the event of damage to your rental vehicle, you become liable for the amount specified in your rental agreement. By choosing certain coverage exclusions, you may increase your financial responsibility. For more 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 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 on the coverage amount, please refer to the 'Important 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 pick-up time.

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

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

If you need to make any changes to your booking after confirmation – such as updating your rental dates, choosing a different car, or adding extras – please get in touch with 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 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 pick-up time. This will include the car’s location, number plate, and a photo of the car in the parking area. If you still cannot find it, please call us either on +44 20 3936 5033 or +1 646 513 2634.

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 switched on. Once you've located the car, start your rental in the app, and you'll be able to unlock and lock the doors directly from the app throughout your rental 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 on either +44 20 3936 5033 or +1 646 513 2634. You can also contact us via support@movly.com.

Please contact our customer support team before starting your rental, and we’ll be happy to assist you.

If you need to extend your rental, 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 on either +44 20 3936 5033 or +1 646 513 2634. 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 box.

If you experience any delays, please contact our customer support team right away. If you fail to return the rental car at the agreed 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 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 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.