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Frequently asked questions
Find quick answers about Rent-a-Car rentals and solutions for TVDE companies and fleets.
Rent-a-Car
1. How many kilometers are included in the rental?
Rent-a-Car rental includes unlimited mileage, unless otherwise stated in the Specific Conditions.
2. When do I pay the rent?
Payment of the rental is made upon delivery of the vehicle.
3. When is the deposit made?
The pre-authorization of the deposit is carried out upon delivery of the vehicle, using a physical, valid credit card in the name of the contract holder.
4. Is the deposit debited?
No. The deposit is made through a pre-authorization, which temporarily reserves the respective amount on the credit card.
5. What is the security deposit amount?
The deposit amount depends on the group/type of vehicle.
6. When is the deposit released?
As a rule, unlocking occurs within 10 business days after the return, as long as there are no outstanding amounts.
7. What insurance is included?
The rental includes basic CDW coverage, in accordance with the Specific Conditions.
8. Can I reduce the deductible?
Yes. When available, Super CDW can be contracted, which reduces the deductible.
9. Can I purchase other coverage?
Yes. Depending on the vehicle, additional coverage may be available, including Super Special Insurance, PAI and Roadside Assistance Plus.
10. Does insurance cover loss of keys?
Loss or damage to keys is not included in the basic coverage.
11. Who pays the tolls?
Tolls incurred during the rental are the responsibility of the Customer and are charged at their actual value.
12. How much does Via Verde cost?
Via Verde device rental costs €2.21/day, up to a maximum of 10 days.
13. Who pays fines and fines?
The Customer is responsible for fines, fines and infractions committed during the rental period.
In addition to the fine, an administrative fee of €50.00 may be applied per process/notification managed by ENCARS.
14. Can I travel outside Portugal?
Yes, but prior authorization from ENCARS is required.
When authorized, the cross-border supplement provided for in the conditions applies.
15. Can I extend the rental?
Yes, as long as you obtain prior authorization from ENCARS.
16. Can I return the vehicle before the end of the rental?
Yes, but early return does not entitle you to a refund of the amounts paid.
17. What happens if you have an accident?
You must guarantee the safety of people, contact the authorities when necessary and report the accident to ENCARS within the deadline set out in the Terms and Conditions.
18. Is there a cleaning fee?
Yes. In case of excessive dirt, stains, animal hair, persistent odors or traces of tobacco, a special cleaning fee of €123.00 may be charged.
19. Can ENCARS change the conditions?
Yes. ENCARS may change prices, tariffs, deposits, deductibles, mileage, coverage, services and other commercial conditions.
For new reservations, the conditions in force at the time of booking apply.
TVDE
20. Who can hire a TVDE vehicle?
ENCARS works exclusively with TVDE companies and fleets.
21. What documents are needed?
In particular, the following are requested:
- Permanent certificate of the company;
- TVDE License.
After validating the documentation, the conditions and respective quotes are presented.
22. What is the TVDE deposit?
The deposit is €300.00.
23. When is the first week paid?
Payment for the first week of rental is made upon delivery of the vehicle.
At the same time, the pre-authorization of the deposit of €300.00 is carried out.
24. When are the following weeks paid?
From the second week onwards, payment is made every Monday.
25. How does the TVDE deposit work?
The deposit is made through a pre-authorization on your credit card.
The amount of €300.00 is temporarily reserved on the card as a guarantee and does not, in itself, constitute a definitive debit.
26. How many kilometers are included?
The contract includes 2,500 km per week.
27. Can I increase the kilometer limit?
Yes. When available, packs can be purchased to increase the limit for:
- 3,000 km/week; or
- 3,500 km/week.
28. How much does the extra kilometer cost?
The excess kilometer costs between €0.19 and €0.31/km, depending on the vehicle.
29. Do unused kilometers accumulate?
No, unless otherwise agreed in writing.
The limit is calculated weekly.
30. Is TVDE insurance included?
Yes. The rental includes insurance and the TVDE policy.
31. Is TVDE coverage complete?
The TVDE modality is available with full coverage, under the terms, limits and exclusions of the respective policy.
32. Is maintenance included?
Yes. The inspections and maintenance scheduled for the vehicle are included.
33. Are tires included?
Yes. Tires resulting from normal wear and tear are included.
34. What is the minimum contract duration?
The minimum period is 3 months, with automatic renewal.
35. What happens if I finish before 3 months?
A penalty equivalent to 2 weeks of rental is foreseen.
36. Where is the vehicle picked up?
The collection is carried out in Marinha Grande, unless otherwise agreed.
37. How long can delivery take?
After booking, delivery may take up to 15 days, due to the process necessary to prepare the vehicle for TVDE activity.
38. Can ENCARS change the price during a TVDE contract?
Yes.
In long-term TVDE contracts, ENCARS may change prices and other commercial conditions even during the term of the contract.
39. How far in advance am I informed?
Whenever a change is applicable to a current TVDE contract, the Customer will be informed at least 30 days in advance of the change coming into force.
40. How am I informed of the change?
ENCARS will use the means of contact provided by the Customer, namely email or other means of communication used between the parties.
41. What happens if I don't update my contacts?
It is the Customer's responsibility to keep their contact details updated with ENCARS.
42. Where can I check the Terms and Conditions?
The complete Rent-a-Car and TVDE Terms and Conditions will be available for public consultation on the ENCARS website.