Any questions?

We solve any question you may have about your car rental with KeyGo Rent

Accident procedure
1

Drivers requirements

What documentation do I need to pick up the car?
  • Passport of valid ID card.
  • Driver´s license.
  • Credit card in the name of the main driver.
  • Reservation voucher.
What type of driving license is valid?

The drivers license must be in Roman alphabet or, if not, an official translation must be attached or an international driving license must be presented. Likewise, the drivers license must be valid and at least one year old. 

What age requirements exist in order to rent?

If you are over 21 years of age and have had your drivers license for at least 1 year, you can rent a car with us. Please note that there is a daily fee for those under the age of 25. This concept is paid when picking the car up. It applies to all drivers on the contract. From the age of 79 years there is also daily fee. 

Can I leave the peninsula?

It is not allowed to leave the peninsula or travel abroad with the car. Neither can you transfer between islands. 

Can another person drive the car?

You can add up to 3 additional drivers to the contract, with an additional daily fee per driver. 

2

Payment methods

How can I pay?

You can pay while booking the car online with a credit or debit card or wait and pay when picking the car up. 

What type of bank cars are accepted?

We accept VISA and MASTERCARD credit or debit as a form of payment. Debit cards are accepted when hiring the car with our KeyGo Excellence insurance. Both the payment and the deposit must be made with a single card and the holder must be present at the time of payment. Payments are not accepted in cash or by smartphone.

Can I pay with cash?

We do NOT accept cash payments. 

If I don't have a credit card, can someone else authorize me to use theirs?

No. The main driver must physically present a credit or debit card in his name when picking up the car. 

My bank card is not working, what do I do?

If you have not been able to make the online payment we will try and solve it. But first there are a few things to keep in mind and that will need to be checked:

1. You available credit.

Make sure your account has sufficient funds available to cover the amount of the reservation. Verify that the bank card you are using is among the supported payment methods. 

2. Have you filled in the correct CVV/CVC security code of your card?

This is a three-digit number that you will find on the back of your card. Check also the expiration date.

3. Make sure your card is enabled to make purchases abroad, online and recurring transactions. 

Contact your bank to verify. You may need to enable your card to perform 3-D secure online transactions, such as "verified by Visa" or "Mastercard with secure code".

4. Is your card expired or has it been canceled?

Contact your bank for more details or to request a new card. Afterwards, update your payment details in the reservation process and try to make the payment again. 

5. Still not working?

If you have verified the above points and it is still not working, it may be a failure in the connectivity. We recommend that you try in a few minutes, having to start the reservation process again. 

If you continue to have problems paying with your card, contact your bank to solve the problem.

3

My reservation

What is the maximum amount of days I can rent a car?

The rental duartion is a maximum of 28 days. Once this period is finished it is mandatory to return the car to the KeyGo Rent office, mainly for maintenance reasons. If you wish you can make a new reservation to pick up a new car after returning the previous one. 

How do I know if my reservation is confirmed?

You will receive the reservation voucher to your email address. 

What do I do if I have made a reservation and not received a confirmation via email?

Make sure you have written a valid email address. Please check your spam folder or contact our customer service by calling 965 509 966.

What is the cancellation policy?

Cancellations sent to the email atencionalcliente@keygorent.com with at least 24 hours in advance of the expected pick-up time will not generate any surchages from KeyGo Rent.

Can I pick-up the car before my scheduled time?

In the case of wanting to pick-up the car before the booking time, call the office to confirm that the car is available. 

4

Pick-up and return

Once at the airport, how do I find the KeyGo Rent meeting point?

As you come out from the arrivals area at Alicante airport, you must take the elevator and go down to level -2. Once you exit through the doors, you will see the bus stops. You must go to bus stop number 1-5. Our courtesy minibus will take you to our office. 

What happens if my flight is delayed or cancelled?

If your flight is delayed, we will wait for you, as long as you have previously indicated your flight number in your reservation. In the event that the pick-up of the car is made outside office hours, the client must confirm that they will proceed to collect the car. Pick-up outisde office hours has an additional charge of 40€. 

Can I pick-up or return the car out of office hours?

You can select the pick-up and return hour you would like. All pick-ups and returns are free of charge between 7:00h and 22:00h throughout the year. Outside these hours, an additional charge of 40€ applies. 

Where should I return the car?

The return of the car must be made to the same office it was picked-up from. Click on this link and you will find the address and location on a map. 

Where should I return the car out of office hours?

When picking-up the car, the rental agent will explain where the car should be returned. If you don´t remeber, don´t worry, click on this link and you will find the exact location. 

5

Excess and fuel policy

What is an excess?

The excess is the deposit required when booking our "KeyGo Basic" rate and is the maximum amount you will be held responsable for paying in the event of damage to the car. This excess varies depending on the type of car hired. 

Is the excess deposit returned?

The deposit is returned as long as the car is returned in the same condition as when it was picked-up.

Can I rent a car with no excess?

If you choose our KeyGo Excellence rate, you will not need to be responsible for any excess. You must leave a deposit of €150 for small and compact vehicles, €200 for medium and large vehicles and € 250 for 7/9 seats and luxury vehicles.

What kind of fuel policy are available?
  • Included in our rates we offer Full-Full option. In case of not returning the tank full, the missing fuel and a 25€ will be charged to you card. 
  • At the counter the rental agents will offer you the option of express drop-off. The car will be given to you with a full tank and the amount of this will be charged to you at the time of formalizing the rental contract. The price of the fuel is the same you would find at a petrol station. When returning the car you will not need to refuel the tank and no refueling fee will be charged. 
6

Insurance and coverage

What kind of rates are available?

At KeyGo Rent we have 2 types of rates: KeyGo Excellence and KeyGo Basic.

What does the insurance KeyGo Excellence cover?

KeyGo Excellence is our most complete coverage. It covers possible damage to the car, 24-hour  roadside assitance, has no excess, we do not block any excess amount on your credit card, unlimited kilometers and access to the fast track queue. The price of the coverage depends on the type of car and the total amount of rental days. You can check the price of our KeyGo Excellence coverage during the reservation process on our webpage. 

What is included with the KeyGo Basic insurance?

The KeyGo Basic rate requires an excess deposit and varies depending on the group of car selected (between 1100€ and 2100€ excess). Basic insurance with an excess covers the following cases: coverage for theft of the car (as long as the client has reported it to the police and has delivered the police report to our office), personal injury assitance and collision damage waiver with an excess. 

Is there a limit on the mileage?

No, with KeyGo Rent you can rent your car without any limit on the mileage. 

What happens if I have insurance with a broker?

If you have hired an insurance different to the one we offer, at the time of picking-up the car a deposit will be blocked on your card depending on the type of car you have hired (between 1100€ and 2100€). This amount will be unblocked at the time of returning the car, as long as it is in the same condition as it was given to you. 

What is NOT covered by any insurance?
  • Loss of child seats. 
  • Damage/ loss/ theft of the jack, safety triangles, vests, windshield wipers, fuel tank cap, trunk trays, or any other fixed or mobile component of the car. 
  • Engine damage due to negligence.
  • Theft of the car with keys in ignition. 
  • Fines for traffic violations or violations of the law during the rental period are the responsability of the driver of the car. In the event of receiving a fine, an administration fee of 40€ will be charged for each fine received. 
  • Wrong fuel refueling.
  • Loss / damage / theft of personal items.
7

Cars, services and products

What type of cars does KeyGo Rent offer?

We have a vast selection of cars available: economy, family, cabrios, SUV, premium and with a capacity between 2 to 9 people. Both manual and automatic cars. 

Can I choose a specific car model?

You can choose a specific group, but not the model. When you arrive to the counter, the rental agents will be happy to tell you the available models. 

How can I add an additional driver?

When you make your reservation you can add up to 3 additional drivers (they must be present at the time of collection of the car and show their valid drivers license). If you are not sure at the time of booking the car you can always add them when you collect the car. 

What is the Fast Track?

By hiring "Fast track" you will have access to an exclusive counter and save time when collecting your car. Remember that you have it included with our KeyGo Excellence rate.

Can I rent a GPS?

At KeyGo Rent we have the best GPS devices. You can add it while booking the car or at the counter. 

What type of car seats do you have for rent?

We have seats from 0-13kg all the way up to 15-36kg. We supply the best car seats on the market that incorporate the ISOFIX system, for a simplar and safer fixture. We recommend booking it in advance to assure availability. 

Can I rent snow chains?

If there is a possibility of snow or ice at your destination, it is best to hire snow chains. You can add it to your reservation at the time of adding your extras. 

Procedure
in the event of an accident

Here we explain what to do in case of an accident during your rent with KeyGo Rent.

Most importantly, if you or any of the passengers from the car are injured or need medical assistance, please call the emergency number; 112. This way you can get the help needed.

In the event of an accident (no matter how minor it may be) with another car involved, you must complete the accident report, submitting the documentation to KeyGo Rent within a maximum of 48 hours.

Inside the glove compartment you will find an accident report. Do not forget to fill in all the details, especially the name, national document number, telephone number, license plate, model of the car, name of insurance company, insurance policy number and the document will need to be signed by both parts.

If you are having difficulty with the language, or you can not reach an agreement, we advise you to call the police to help you fill in the accident report.

Remember that you must inform us of any accident or incident that occurs with the car, no matter how minor it may be and even if there is no other car involved. You can do so by calling us at (+34) 965 509 966 or by sending us an email to hola@keygorent.com

The KeyGo Rent team will be in charge of deciding whether you can continue driving the car or if on the contrary the car will need to be changed.

If the car cannot continue to circulate, you must contact our roadside assistance service by calling (+34) 900 104 020, providing your registration number and your exact location.