When you arrive at the rental company's counter to pick up the vehicle, you may be offered some additional services. Purchasing these services is optional and is not required to pick up the vehicle, unless there is a specific requirement stated in your reservation or contract.
In what situations can duplicate charges occur?
During the rental, you may see more than one charge related to the same reservation. This does not always mean that you were charged twice. Some amounts are paid to Rentcars, while others may be charged directly by the rental company.
Why might I still have a charge at the counter if I already paid for the reservation?
Some services or extras may be selected during the online reservation, but payment is made directly to the rental company when you pick up the vehicle. In these cases, the counter charge is expected and does not mean that you paid twice.
Some examples include:
Additional driver;
Prepaid cleaning;
Child seat;
Prepaid fuel.
To find out which amounts must be paid directly to the rental company, check your reservation details on the website and your voucher.
When can the charge be for the same service I have already paid for?
A charge may require further investigation when the rental company charges again for a service or protection that has already been paid for through Rentcars, without any indication that the amount should be paid again at the counter.
For example:
You paid for an extra through Rentcars and the rental company charged you again for the same extra when you picked up the vehicle.
You paid for protection during the reservation and the rental company charged you again for the same protection, without you having purchased a different protection.
How can I check whether I was charged twice?
Check your reservation details, payment receipts, receipts provided by the rental company, and bank statement. Compare the amounts, dates, service descriptions, and the name of the company responsible for the charge.
Before considering a charge to be a duplicate, check:
whether the service was already paid for through Rentcars;
whether the amount was supposed to be paid directly to the rental company;
whether you purchased a different service or protection at the counter;
whether the charges correspond to the same service or protection.
If you identify a charge for the same service or protection that you have already paid for through Rentcars, contact our Help Center so we can review the case.
Can the rental company charge for fines and tolls after the vehicle has been returned?
Yes. The rental company may make subsequent charges related to tolls, fines, or other traffic violations that occurred during the rental period. These charges may be made after the vehicle has been returned, when the rental company receives notification from the relevant authorities, in accordance with the terms of the rental agreement.
For this reason, read the rental agreement carefully, as it contains the terms and conditions related to this type of charge.
Tip: Before starting your trip, find out about the traffic laws and toll payment methods at your destination.
For more information, see our full article about tolls.
I was charged for damage to the vehicle that I did not cause. What can I do?
If you have been charged for vehicle damage, check:
whether photos or videos were taken when the vehicle was picked up and returned;
whether an inspection report was issued;
whether the charge is related to any protection you purchased;
which documents the rental company provided to justify the charge.
Important tip: Whenever possible, take photos and record videos of the vehicle when picking it up and returning it. Keep these records together with the rental agreement and other rental documents. They may help clarify charges related to the vehicle's condition.
If you need to dispute a charge, contact our Help Center and send any documents that may help us review the case.
I was charged by a company I don't recognize. What could it be?
First, check whether the charge is related to your reservation or to a service purchased directly from the rental company.
Charges made by Rentcars appear on your bank statement under the name Rentcars. If the charge appears under a different name, it may have been made by the rental company or another partner involved in the reservation.
Compare the charge with the amounts and services listed in your reservation, voucher, and receipts provided during the rental.