FAQ - Frequently Asked Questions

Fees for cancelling a rental car from TUI CARS:

Amendments and cancellations will be made free of charge provided you inform us at least 24 hours before the start of the rental.
You can cancel your rental car booked on tuicars.com by yourself under this link.
After this point in time a fee of 80% of the rental price will be charged. You will not be entitled to a refund if you reduce the length of the rental period after you have picked up the vehicle. We cannot accept any agreements made at the place of rental.

Cancellation fees for EagleRider motorcycles:

Cancellation fee before the start of rental:
more than 30 days before rental: free of charge
from 30th day before rental: 40% of the price
from 24th day before rental: 50% of the price
from 17th day before rental: 60% of the price
from 10th day before rental: 80% of the price
from 3rd day before rental or in event of not picking up the motorcycle: 95% of the rental price.

The amount of deposit you have to pay is indicated in the Terms and Conditions of Rental. Generally the amount of the deposit is equivalent at least to the price of a tank full of petrol plus the amount of personal excess. Note that in some countries the deposit must be made by means of a normal bank credit card, whereby the driver must be the holder of the card.

Please take note of the Terms and Conditions of Rental of the respective provider.

The amount of deposit you have to pay is indicated in the Terms and Conditions of Rental. Generally the amount of the deposit is equivalent at least to the price of a tank full of petrol plus the amount of personal excess. Note that in some countries the deposit must be made by means of a normal bank credit card, whereby the driver must be the holder of the card.

Please take note of the Terms and Conditions of Rental of the respective provider.

No, our prices are inclusive prices.

Extra services such as personal and passenger insurance, child seats, roof racks and one-way rentals are generally charged extra at the place of rental and must be paid for locally to the provider.

Payment can be made by credit card – TUI Card, VISA, Eurocard, American Express, Diners Club etc. – or by PayPal or direct debit.

A vehicle deposit must be paid in the destination when you pick up the vehicle. In the event of damage or theft of the vehicle this deposit will be withheld by the supplier (this is the personal excess) and subsequently reimbursed by TUI CARS.

The reimbursement also includes:

• Damage to tyres, glass, roof and underbody
• Costs for loss of or damage to the car key and/or vehicle documents
• Theft of or damage to the car radio and navigation system provided by the supplier as a result of a burglary
• Towing costs as a result of an accident or technical breakdown
• Any claims handling fees that may apply

This excess will not be refunded in the following cases:

• Damage caused by non-compliance with the terms of use (in particular due to driving on unsurfaced roads and tracks)
• grossly negligent action or drunk driving / driving under influence
• Damage to the clutch caused by incorrect use
• Damage to the vehicle interior
• Costs incurred as a result of incorrect refuelling
• Personal items that have been damaged or stolen from the vehicle
• Follow-up costs, e.g. telephone costs, cost for hotel accommodation

Likewise, no reimbursement can be made if the main damage is not settled by the local insurance company, as the existence of gross negligence is assumed here.

In the event of damage, the following procedure must always be adhered to:

• Notify the rental station immediately
• If another party is involved in the accident (for motorbikes: in the event of any accident), or in case of burglary or theft call the police immediately and have a police report made.
• In the event of burglary or theft, file a criminal complaint with the competent police authority
• Document the contact with the police appropriately (time of contact, name of the police station and the contact person)
• When you return the vehicle at the station, have a damage report issued and signed by the office staff

To claim the refund of the excess you must provide the following documents:  

• TUI CARS booking confirmation
• Copy of the rental contract
• Damage and police report
• If applicable, details on how you have contacted the police
• Proof of payment (receipt or proof that your credit card has been debited)  

Please send these documents together with your bank details (IBAN + BIC) to:
TUI Deutschland GmbH
TUI CARS
Karl-Wiechert-Allee 23
30625 Hannover
Customer-service@tuicars.com

Likewise a refund cannot be made when the main damage is not settled by the insurance in the destination. This applies to technical faults on the vehicle and in cases of gross negligence.

Extra insurance is already included in the price in some countries, whereas in other countries it can be taken out for an additional fee when you pick up the vehicle in the destination. Basis for the insurance cover are the local laws and the contract conditions. Refer to the information on your TUI CARS rental voucher for the costs that will be due in at the place of rental.

Our prices as a rule include the following services*:

• Fully comprehensive cover is included in the rental price together with a refund of the personnel excess in all countries – (except for Cuba). Damage to tyres, glass, the roof and underbody is likewise covered (unless the damage was caused by gross negligence or driving under the influence of alcohol or drugs).
• Costs for loss of or damage to the car key and/or vehicle documents
• Theft of or damage to the car radio and navigation system provided by the supplier as a result of a burglary
• Towing costs as a result of an accident or technical breakdown
• Any claims handling fees that may apply
• Liability insurance is included in the price (except for Cuba) and covers personal injury, damage to property and financial loss to third parties. As the amount of cover provided differs from country to country the car rental price includes in some countries extra third-party insurance cover that takes effect after the liability insurance concluded with the rental company has been used up. The exact amounts of insurance cover are detailed in the relevant car rental terms and conditions of the respective rental company.
• Unlimited mileage (except for Israel for 1-2 days rental, Austria category P, Australia/RedSpot category G and Australia/Europcar category H+K)
• Airport collection/fees (except for Israel, Cuba and Cyprus)
• Local taxes

* see the rental conditions referring to the specific country

Your booking refers to a vehicle group. The vehicle models

illustrated in our offers represent solely examples of the performance

and fittings of cars in each vehicle group.

Unfortunately we cannot confirm that you will be given a specific vehicle model.

Yes, generally the car will be handed over to you with a full tank and you should return it with a full tank. If you return the car with a less than full tank you will be charged extra costs for the petrol used and for the service of refilling.

Alternatively there is the option in many countries to buy the first full tank of petrol. In this case you will be handed over the car with a full tank and can return it with an empty tank. You will not receive a refund for any petrol remaining in the tank.

You will find the address of the rental office at which you can pick

up and return your car on the TUI CARS rental voucher which you were

sent by email when you booked

The driver must as a rule be at least 21 years of age and have held a driving licence for at least one year.

Yes, however it is necessary to have the name(s) of any additional driver(s) included in the rental contract before you pick up the car. This can usually be done for a fee payable at the place of rental. Note that insurance cover exists only for the people whose names have been included in the rental contract.

Usually our partners offer an emergency service around the clock. In the event of an accident notify the police immediately and make sure that a police report is prepared. When you return the vehicle get the rental office staff to issue and sign a damage report. Refer to your travel documents for further information.