What document do I need to pick up the vehicle?
- Valid passport or ID
- Driving license.
- Credit or Debit card in the name of the main driver.
What age requirements are there to rent?
If you are over 21 years old and have had a driving license for at least 2 years, you can rent a vehicle. Please note that there is a daily supplement for children under 25 years of age. This concept is paid directly at the office, when picking up the vehicle. Applies to all drivers on the contract. From 79 years there is also a daily supplement.
Please note that Young AND Senior Driver rates will only display correctly if you have entered your age correctly in the search criteria. If you add Additional Drivers to your rental and any of them are considered a Younger/Senior Driver, you may have to pay both an Additional Driver Fee and a Younger/Senior Driver Fee.
A Young Driver Fee Under 25 and Over 79 of EUR 9.00 per day applies to drivers between 21 and 24 years old (max. €80)
Can I leave the peninsula?
Prior authorization with extra charges.
Can someone else drive the vehicle?
There is the possibility of adding up to 2 additional drivers to the contract, with an additional daily charge of seven euros for each driver.
How can I pay?
You can pay at the time of making the online reservation through credit or debit card or, you will get more discounts or at the counter at the time of vehicle collection.
What kind of cards are accepted?
We accept VISA and MASTERCARD, AMERICAN EXPRESS credit / debit cards as a form of payment. Debit cards are accepted in the case of contracting Neptuno SCDW Premium coverage. Both payment and deposit must be made with a single card and the holder You must be present at the time of payment. Cash or smartphone payments are not accepted.
Can you pay in cash?
Cash payment is not accepted.
Can you pay by bank transfer?
Yes, as long as you contract our Neptuno SCDW Premium insurance, by sending an email to firstname.lastname@example.org we will give you the bill.
If I don't have a credit card, can someone else authorize me to use theirs?
No, the driver must always present a physical credit or debit card in his name upon delivery of the vehicle.
And if I can't pay with my card, what do I do?
If you have not been able to pay online, we will proceed to solve it. First there are a few things to be aware of and will need to check:
Check available balance.
Look in your bank account if you have enough balance to cover the amount of the reservation, Look if we accept the type of card with which you make the payment.
Have you correctly filled in the CVV/CVC security code box on your card?
This is a three-digit code that you will find on the back of your card. look at the expiration date of the card.
Make sure that your card is enabled to make purchases abroad, online transactions.
Contact your bank to verify it. You need to enable your card for 3-D Secure online transactions, such as “Visa verified” or “Mastercard with SecureCode”.
Is your card expired or has it been cancelled?
Contact your bank and ask to have it renewed. Then update your payment details in the booking process and try to make the payment.
It still does not work?
If the previous points are verified, it may be a connectivity failure. Or some server error, we recommend you to try again a few minutes later.
If you continue to have problems paying with your card, please contact your bank to resolve the issue.
How many days can I rent maximum?
Long-term rental is allowed but every 90 days, mainly for maintenance reasons, it is mandatory to return the car to the Neptuno Hires office for a complete inspection, we will offer you another vehicle if you do not want to wait, or in this case the same one just reviewed.
How do I know if my reservation is confirmed?
You will receive the booking voucher in your email at the time of booking and confirmation from the Neptuno Hires team.
What to do if I have made a reservation and have not received confirmation via email?
Make sure you have entered a valid email address, check your spam folder if you don’t have anything send us a WhatsApp at +34 656 999 090 we will inform you about your reservation.
How to cancel my reservation?
You can cancel the reservation by sending an email to the email address: email@example.com or WhatsApp + 34 656 999090
What is the cancellation policy?
Cancellations sent to the email firstname.lastname@example.org at least 72 hours in advance of the expected delivery time will not generate any charge by Neptuno Hires.
Can I pick up the vehicle earlier than expected?
In the case of wanting to pick up the vehicle before the reserved time, call +34 965837138 to confirm that the vehicle is available.
Collection and Return
Once at the airport, how do I find the Neptuno Hires meeting point?
When leaving the arrivals area of the Alicante airport, you must take the elevator to go up to the -4 floor or, if applicable, the escalator, you will see a large door at the exit that leads to the walkway that connects the terminal with the Parking Once you leave the walkway to your left you will see the offices of the airport parking, after the offices go to the left you will see an entrance that goes to the parking lot of the 4th floor sector A enter through it and just when you enter the Parking look for the square 148 that will be in front of you, it is simple, only two minutes from your departure to the arrivals hall
What happens if my flight is delayed or cancelled?
If your flight is delayed, don’t worry, we will wait for you, as long as you have previously indicated your flight number in your reservation. In the event that the delivery is made outside office hours, the customer must confirm that he is going to proceed to pick up the vehicle. Collection outside office hours has an additional charge of €30.
Can I return or pick up the vehicle outside office hours?
In our offices you can select the time of collection and return you want. All collections and returns are free of charge between 8:00 a.m. and 10:00 p.m. throughout the year. Outside these hours, an additional charge of €30 applies.
Where should I leave the vehicle if I return it outside office hours?
In the same place where you pick it up, but don’t worry, they will explain carefully when you pick it up, how to do it and where.
Franchise and Fuel
What is a franchise?
The franchise is the deposit that is required when contracting our “Neptuno Basic CDW” rate and is the maximum amount that the client is responsible for paying in case of damage to the vehicle. The franchise will be 800 euros.
Is the franchise deposit returned?
The deposit is returned as long as at the time of return, the car is in the same condition in which it was delivered.
Can you rent the car without excess?
If you choose our Neptuno Premium SCDW rate, you will be exempt from the liability of an excess, in case of an accident you will not pay anything else on hearing.
You must leave a pre-authorization of €120 for small and compact vehicles, €180 for medium and large vehicles and €250 for 7/9 seats and luxury vehicles. This pre-authorization is to make sure that you will leave us a full tank.
The Neptuno Premium SCDW insurance does not cover punctures, loss of keys, burns or misuse of the interior of the vehicle.
What fuel rates are available?
In our rates we offer the Full-Full option. In case of not returning the full fuel tank, the fuel consumed and an additional charge of €25 for the refueling service will be charged.
In the offices, the Neptuno Hires team will offer you the option of quick returns without worrying about refueling before arriving at our offices. The vehicles will be delivered with the tank completely full and the amount of this will be charged at the time of formalizing the rental contract. The price of fuel will be the same as what you would find at a gas station. Upon return of the vehicle, the customer will not have to refuel and no refueling fee will be charged.
Insurance and Coverage
What kind of fees are there?
At Neptuno Hires we have 2 types of rates: Neptuno SCDW Premium and Neptuno Basic. CDW
What does Neptuno SCDW Premium insurance cover?
Neptuno SCDW Premium coverage is the most complete. It covers possible damage to the vehicle, 24-hour roadside assistance, it does not have an excess, we do not block any excess on your card, and unlimited kilometers you can do as many as you need without worrying about extra payments, drive safely, contract it, you will gain peace of mind.
What is included in the Neptuno CDW Basic insurance?
The Neptuno CDW Basic rate requires an excess and varies depending on the selected car group (between €800 and €1,200 excess). Basic insurance with excess that covers the following cases: coverage for theft of the vehicle, as long as the client has reported it to the police and has delivered the report to our office. Damage caused to other vehicles in the event of an accident.
Is there a km limit?
With Neptuno Hires contracting the Neptuno SCDW Premium Coverage unlimited kilometers are included = free, you can do whatever you need
If you choose the basic insurance Neptuno Hires CDW Basic only 200 kilometers per day included.
What happens if I have insurance with an intermediary?
If you have taken out insurance other than ours, why you have it on your card, why you added coverage insurance yourself, at the time of collecting the vehicle an excess will be withheld that varies depending on the type of vehicle (between 800 and 1200 €). Said amount will be returned at the time of delivery of the vehicle, as long as it is in the same condition in which it was delivered.
What is NOT included in any insurance?
- Loss of child seats.
- Loss of keys, thef of the jack, safety triangles, vests, refueling different types of vehicle fuel, trunk trays, or any other mobile or fixed component inside the vehicle.
- Engine damage due to neglicence.
- Fines for traffic violations or infractions of laws during the rental period are the responsibility of the driver of the vehicle. In case of receiving a fine, an additional amount of €30 will be charged for fine management.
- Theft of personal belongings inside the vehicle.
- If you are driving under the influence of alcohol or drugs, using the rental vehicle negligently or recklessly and the coverages will be considered void for these specific cases by the insurance company. If the coverage does not apply and you are responsible of all damages up to the full cost of the rental vehicle if the insurance company classifies the incident as an uninsured case or as a violation of traffic regulations.
Only authorized drivers registered in the Rental Agreement are authorized to drive the rental vehicle. Damage caused by unauthorized drivers is not covered.
Vehicles, Services and Products
What kind of vehicles-motorcycles does Neptuno Hires offer?
We have a wide fleet: cheap, family, SUV, premium and with a capacity of between 2 and 9 people. Both manual and automatic cars that you can choose in the reservation management
In Motorcycles we also have a wide variety of automatic scooters
Can I choose a specific vehicle model?
You can choose the group, but not the model. When you arrive at the office, the Neptune team will be happy to point you to the available models.
How can I add an additional driver?
When you make your reservation you can add up to 2 additional drivers, (they must be present at the time of making the collection contract and present their driver’s license). If you are not clear at the time of booking, you can add them at the time of collecting the vehicle.
What kind of baby and child seats do you have for rent?
We have seats from the group 0-13kg to 15-36kg. We have the best seats on the market that incorporate the ISOFIX system, for an easier and safer anchorage. We recommend you reserve it in advance to ensure availability.
Can I rent snow chains?
If your destination is likely to have snow or ice, it is best to reserve snow chains. You can do it by calling 96 583 71 38 or by WhatsApp at 656999090 they will inform you about the price.
Procedure in case of Accident
What to do in case of an accident
If any of you are injured and need medical assistance, you should immediately call the emergency number: 112. In this way you will receive the help you need.
In the event of an accident (however minor it may be) with another vehicle involved, you must complete the friendly accident statement, delivering the documentation to Neptuno Hires within a maximum of 24 hours.
In the glove box of the car you will find a friendly statement of accident. Fill in all your information, especially the name of the other driver involved, his ID, telephone number, license plate, model, insurance company and policy number of his vehicle. Finally, the drivers involved in the accident must sign the document.
If you have difficulty with the language, or you do not reach an agreement, we advise you to call the police to help you with the friendly accident declaration.
Remember that you must inform us of any accident or incident that occurs with the vehicle, however minor it may be and even if there is no other driver involved. You can do it by calling us at (+34) 965 837138 or by sending us an email to email@example.com
If the vehicle cannot continue driving, you must contact our roadside assistance service by calling (+34) 918366240, giving your registration number and your exact location.