Question 1

What is the OK Club?

Accepted Answer

The OK Club is a further step in our relationship with you and our commitment to make you our top priority. To this end, we have created a Club in which you will be rewarded for your loyalty.

In the Club you will be able to accumulate points with each rental, that can be exchanged for gifts and special services designed for you. You will also have access to exclusive promotions and preferential treatment.

Question 2

Is the OK Club registration free of charge?

Accepted Answer

Yes. This service is completely complimentary.

Question 3

How can I join the OK Club?

Accepted Answer

You can register once you are making your booking or through the following link: https://okmobility.com/en/club

Question 4

What are the advantages of being an OK Club member?

Accepted Answer

Accumulate days in your Mobility Wallet and use them whenever you want.
Manage and download your invoices immediately
Streamline your next booking
Priority access to offers
Earn points with your bookings and redeem them for PRIZES
Receive exclusive discounts

Question 5

How can I earn points to obtain OK Club gifts or benefits?

Accepted Answer

In a simple way, with every rental made on okmobility.com you will see your points balance increase. Each euro spent will represent one point on the balance.

Question 6

If I have booked in the past, before I joined the club, can I get those points back?

Accepted Answer

Points for bookings made through the OK Mobility website in the last 90 days will be awarded automatically.
We also offer you the opportunity to recover the points from those bookings that you have not made through the OK Mobility website and enjoyed in the last 90 days. To do so, go to the 'Recover Points' section in your private area.

Question 7

How can I redeem my OK Club points?

Accepted Answer

In the Club's private area there is a 'Gift catalogue' section where you can exchange your points balance for exclusive gifts and services. Gifts such as discounts and free extras will appear in the 'My gifts' section where you can redeem them. If you opt for a physical gift, we will ask you for your details so that we can send it to you by post.

Question 8

How can I find out how many OK Club points I have?

Accepted Answer

You can see your total points at the top of your OK Club private area. We will also send you a monthly summary of your accumulated points, which you will only receive if you agree to receive communications from us.

Question 9

What is the Mobility Wallet?

Accepted Answer

The Mobility Wallet is a digital wallet where you can accumulate vehicle hire days and redeem them whenever and wherever you want.

- Flexible vouchers for different types of vehicles: small, compact, SUV or motorcycle.
- Guarantee your vehicle when you need it.
- Guarantee the price of your next rental.
- Inclusive: Premium Cover, Roadside Assistance, Excess Elimination. To take advantage of this perk, you must be an OK Club member. Sign up here https://okmobility.com/en/club

Please note that if you take subscribe to our service, you receive free days in your Mobility Wallet. For more information about our Subscription, see: https://okmobility.com/en/help/subscription

Question 10

When can I start using my Mobility Wallet mobility days?

Accepted Answer

Each voucher may only be used on bookings with a pick up date starting seven days after purchasing the voucher.

Question 11

Can I cancel a reservation made with my Mobility Wallet days?

Accepted Answer

You can cancel it from your OK Club Customer Area as long as you chose rates which include free cancellation option (Premium or Standard).
Once you have cancelled, the mobility days you consumed will be automatically returned to you.

Question 12

Can I redeem mobility days on websites other than okmobility.com?

Accepted Answer

No! Your Mobility Wallet mobility days are only valid for bookings on our direct channel: the official OK Mobility website.

Question 13

Can I gift my mobility days from my Mobility Wallet?

Accepted Answer

Of course! It's as simple as:

1. Access your OK Club Client Area.
2. Select 'Mobility Wallet'.
3. Fill in the fields associated with the 'GIFT MOBILITY DAYS' feature.
4. Confirm the gift.
5. Both you and the person you chose will receive a confirmation message about the gift. All done!

Question 14

What types of vehicles are included in the mobility vouchers?

Accepted Answer

You can choose from four vehicle categories: Small, Motorcycle, SUV and Compact.

Question 15

Can Mobility Wallet days be redeemed in all Stores?

Accepted Answer

No, you cannot redeem your days in the following Stores:
MIA – Miami

MLA – Malta

BEG – Belgrade

TIV – Tivat

TGD – Podgorica

TIA – Tirana

OTP – Bucharest

ZTH – Zakynthos

HER – Heraclion

CHQ – Chania

RHO – Rhodes

RAK – Marrakech

LCA - Larnaca

PFO - Paphos'

FNC - Madeira

Question 16

Are the mobility days in my Mobility Wallet refundable?

Accepted Answer

Once you have purchased the voucher, you have one year to use the mobility days that you have bought. Once that period has passed, you will no longer be able to use the mobility days and they will not be refundable.

Question 17

Information on our Stores

Accepted Answer

Some of our Stores that are located outside the airport terminal have a free shuttle service to and from the airport. Check here for information on how to find the meeting point.

Question 18

Information about the Shuttle

Accepted Answer

Some of our Stores that are located outside the airport terminal have a free shuttle service to and from the airport during business hours. Check here for information on how to find the meeting point:

Question 19

I want to add an extra to my rental

Accepted Answer

If you need to add an extra to your rental, please fill in the form.

Question 20

Information on rental terms and conditions

Accepted Answer

Rental terms and conditions

Question 21

Which payment methods can I use to book a car?

Accepted Answer

Pay for your car bookings with Visa, American Express, Bitcoin or Amazon Pay. There is also the option of Scalapay if you would like to split the cost of your rental into three interest-free payments.

Question 22

Do I have to present a credit card?

Accepted Answer

All services will be paid by credit or debit card at our offices. If you wish to make a reservation through our website, payment can only be made by credit card. Withholding of the excess shall only be possible by credit card. The repayment of the excess can take between 14 and 31 days depending on the bank. OK Mobility only accepts VISA and MASTERCARD credit cards. AMERICAN EXPRESS accepted only in Spain (except Canary Islands) and Germany.

Question 23

I don't have a credit card, can I rent a car?

Accepted Answer

If you only have a debit card, you should choose one of our covers (OK Premium Cover or OK Premium International) as it is only possible to block the excess on a credit card.

As mentioned above, only OPC and/or CAR coverage is available and can be purchased together and/or separately. If the customer wishes to complement their international coverage, they may do so by contracting the INT - international supplement. This supplement may be paid for the entire rental and/or for the days requested by the customer within the booking. It should be noted that, should any occur outside the contracted period of INT, the customer will be responsible for the costs.

Question 24

What excess and deposit should I leave for my rental?

Accepted Answer

The amount of the deposit varies according to the category of the vehicle, see general conditions.

Question 25

How long will the excess and/or deposit be retained?

Accepted Answer

The return of the Excess and/or Deposit or Preauthorisation may vary between 14 and 31 days depending on the bank used and due to the operational capacity of the lessee's bank.

Question 26

What documents do I need to rent a vehicle?

Accepted Answer

We need: Driving licence, valid ID card or passport recognised by Spanish law and a credit card in the name of the main driver.

The documents required to rent a vehicle with us are:

Valid National Identity Card or Passport
Driving licence and, if necessary, an international driving licence (depending on where you come from).
Credit and/or debit card (the latter subject to conditions) in the name of the main driver.

Attached you will find the requirements set out in our CCGG in section 3. Drivers:
“3. Driver(s): The lessee and additional drivers must be at least 18 years of age and must present a European identity card or passport and driving licence, both documents must be valid for the entire rental period, in physical format, legible and in good condition and accepted by Spanish law. Current driving licences of EU and EEA (Iceland, Liechtenstein and Norway) citizens are accepted by law and valid for driving in Spain. Licences issued in third countries will be accepted if they comply with the requirements of Article 21 of the General Regulations for Drivers; provided that the licence is in force, the holder is of the age required in Spain to obtain an equivalent Spanish licence and that no more than six months have elapsed since the holder acquired normal residence in Spain. In all other cases, it is necessary to present an international permit together with a valid driving licence issued by the country of origin. For further information, we recommend consulting the website of the Spanish Dirección General de Tráfico (DGT): DGT - Driving licences valid for driving in Spain or contact directly the consulate in Spain of the country of issue of your licence. It is the customer's responsibility to check whether their driving licence is valid for driving in Spanish territory. Driving licences will be accepted in electronic or digital format, in the official applications, but not in photographic format or as a copy.

Question 27

What is the minimum age and how old do I have to be to rent a vehicle?

Accepted Answer

For rentals in Spain, Italy, Portugal, France and Germany: Each driver must be at least 18 years of age and hold a valid driving licence for the duration of the rental period. A minimum of one year's driving licence is not required. Cargo vans are excluded, for which a minimum of 20 years of age and 2 years of driving licence are compulsory. In addition, you they present a valid European ID card or passport. There is a Young Driver supplement applicable to those aged between 18 and 25, both included, of € 10 per day with a minimum of €2 4 and a maximum of € 300.

For rentals in Greece and Malta: Each driver must be at least 21 years of age and have held for at least one year, a valid driving licence for the entire rental period. In addition, you they present a valid European ID card or passport. There is a Young Driver supplement applicable to those aged between 21 and 25, both included, of €10 per day with a minimum of € 24 and a maximum of € 300.

Please note that we have different types of vehicles available. In section 3. Generally and avoiding some small exceptions, the age is 18 years without minimum time holding a driving licence.

COCHE
COUNTRY	MINIMUM AGE	LICENSE	MAXIMUM AGE	EXTRA YOUNG DRIVER
GERMANY	18	no minimum		18 - 25 both included
CROATIA	18	no minimum		18 - 25 both included
SPAIN	18	no minimum		18 - 25 both included
FRANCE	18	no minimum		18 - 25 both included
GREECE	21	1 year minimum		21 - 25 both included
ITALY	18	no minimum		18 - 25 both included
MALTA	21	1 year minimum	71	21 - 25 both included
MONTENEGRO	19	1 year minimum		19 - 25 both included
PORTUGAL	18	no minimum		18 - 25 both included
SERBIA	19	1 year minimum		19 - 25 both included
MOTOS
SPAIN	18	A1 y A2 - no minimum *B - 3 years minimum		18 - 25 both included
ITALY	18			18 - 25 both included
PORTUGAL	18			18 - 25 both included
CROATIA	18			18 - 25 both included

Question 28

Is there a km limit on my rental?

Accepted Answer

Cars: 300km/day, 3000km/contract (except Stores with unlimited km).
Motorbikes: Unlimited mileage (in all Stores, there is no exception, and regardless of the length of the booking).
Cargo and Camper: 400km/day, 4000km/contract (in all Stores, there is no exception, regardless of the length of the booking).

Question 29

Can I drive outside Spain?

Accepted Answer

Yes, you can take your vehicle to France, Portugal and Andorra by taking out our OK Premium Cover International.

It is NOT compulsory to take out cover in order to leave Spain. If the customer wishes to contract our OPC and/or CAR and wishes to extend their cover to an international level, in this case they will have the option of contracting an international supplement (INT) which will extend the cover contracted with us (OPC and/or CAR) outside Spanish territory.

On the other hand, if the customer does not wish to contract the cover with us and prefers to block the excess and deposit, they should be aware that in the event of a 'possible' accident and/or mishap with the vehicle, the customer will be responsible for the costs that this may entail.

Permitted territory: The vehicle may only be driven within the national territory, the European Union, Andorra and Gibraltar, with the exception of Bulgaria, Romania, Albania and the United Kingdom. In the event of a cross-border crossing, the lessee must take out the INTERNATIONAL Supplement (INT) so that the lessee themselves, the passengers, if any, and the vehicle itself are covered (provided that normal use is made and not contrary to traffic regulations). In any case, the lessee must be aware of the requirements and permits for driving outside the national territory, and assume the contracting thereof. The Vehicle may not be taken on board or transported by any means of transport, except with the prior written authorisation of the Lessor. Please note that some of our vehicles have geolocators and if it is detected that they have exceeded the permitted territory, it will be considered a breach of contract, and the Lessor may charge the Lessee for damages caused, immediately terminating this contract for breach of contract by the Lessee and take appropriate legal action. The cost of this service is detailed in the attached Annex.

Question 30

What are the toll collection systems in Portugal like?

Accepted Answer

In Portugal there are two toll collection systems: The traditional system with barriers and payment at the toll booth and the gantry system with electronic toll collection (Multi Lane Free Flow - MLFF). In both cases, Via Verde allows you to travel freely, without stopping to pay.

Question 31

What is the OK Mobility Via Verde identification device used for?

Accepted Answer

Contracting the Via Verde electronic service with identifier allows access and automatic payment of Via Verde toll services on Portuguese motorways.

Question 32

What is the cost of getting the device?

Accepted Answer

The cost of the service is € 1.50 plus VAT per day.

Question 33

I want to receive a booking confirmation

Accepted Answer

All bookings made through the OK Mobility website can be forwarded to an email. If you booked through an intermediary, please contact them to request a booking confirmation

Question 34

I want to change my booking

Accepted Answer

If you have booked through our official website okmobility.com, over the counter or at our Customer Service Centre, and you have not yet collected your vehicle, and the conditions of the rate allow it, you can contact us from Monday to Friday from 09h00 to 17h00 by calling 0034 971 126 880. If you have booked with an intermediary, you should consult with them the conditions of modification of the reservation.

In both cases, modifications may be subject to availability and additional costs.

Question 35

I want to cancel my booking

Accepted Answer

If you booked through the official OK Mobility website and your rate allows it, you can cancel by logging into your OK Club private area, which allows you to manage your bookings. You can access the OK Club or register by clicking on the following linkhttps://okmobility.com/en/club If you booked at the counter or in our Customer Service Center, please call 971 126 880. If you made the booking through an intermediary, please ask them for advice on modifying or cancelling it.

Question 36

What is the Mobility Wallet?

Accepted Answer

The Mobility Wallet is a digital wallet where you can accumulate vehicle hire days and redeem them whenever and wherever you want.

- Flexible vouchers for different types of vehicles: small, compact, SUV or motorcycle.
- Guarantee your vehicle when you need it.
- Guarantee the price of your next rental.
- Inclusive: Premium Cover, Roadside Assistance, Excess Elimination. To take advantage of this perk, you must be an OK Club member. Sign up here https://okmobility.com/en/club

Please note that if you take subscribe to our service, you receive free days in your Mobility Wallet. For more information about our Subscription, see: https://okmobility.com/en/help/subscription

Question 37

Do you have adapted vehicles for disabled customers (PRM) ?

Accepted Answer

Question 38

How can I access the Fast Track service?

Accepted Answer

Speed up the collection of your rental vehicle with our exclusive Fast Track service: just for customers who book via our website or App. Add Premium Coverage when you book online and benefit from our Fast Track service.

Question 39

How to activate the Fast Track Service?

Accepted Answer

'When your booking with Premium Coverage is confirmed, you can activate the Fast Track service in three easy steps:

Fill in your main data

Validate your identity

Sign the digital contract.

Any questions? Don't worry! Your booking confirmation email will contain all the information you need to activate Fast Track. What's more, if you're an OK Club member you can complete the activation process from your Client Area.'

Question 40

Fast Track Can I activate the service via the App?

Accepted Answer

If you are an OK Club member you can activate Fast Track from your Client Area. If you aren't yet a member, sign up now to access and activate your booking.

Question 41

Once the Fast Track Service is activated, can I cancel or modify my booking?

Accepted Answer

If your reservation is refundable, depending on the type of rate you have chosen, you will retain the right to cancel or modify the reservation free of charge. Our system will cancel the reservation and the contract automatically.

Question 42

How do I access the Fast Track counter when I get to the OK Store?

Accepted Answer

Identify yourself with your booking code in our turns management system and we will give you the highest priority to access a rental advisor and give you your vehicle key. Easy, safe and simple!

Question 43

Can I access the Fast Track counter without activating the service?

Accepted Answer

No! If you have not activated the service in advance, our turns management system will not recognize you as a Fast Track service customer and you will be assigned the same pick up service as the remaining 'non-priority' pick up customers.

Question 44

Can I activate the Fast Track service when I get to the OK Store?

Accepted Answer

Yes, provided that you haven't yet used the turns manager that gives you access to queues. When you activate Fast Track activated prior to picking up your vehicle, you can register in the turns manager and you will automatically be sent to a Fast Track counter.

Question 45

Will I receive any confirmation after signing the digital contract and activating the Fast Track service?

Accepted Answer

You will always receive the activation confirmation and a copy of your signed digital contract by email.

Question 46

Fast Track Will I receive a copy of my signed digital contract?

Accepted Answer

Definitely! When you sign the digital contract you will receive a downloadable copy by email.

Question 47

If I have already activated the Fast Track service and signed the digital contract can I add any extras later?

Accepted Answer

You can only purchase extras in the Store when you pick up your vehicle. For this reason, to streamline processes, we always recommend purchasing all extras and services in advance on the website.

Question 48

How does Scalapay work?

Accepted Answer

“Scalapay is an innovative way to pay that allows clients to make purchases in physical stores and online, receive products immediately, and pay in three convenient equal instalments with a monthly due date.

The service does not charge an additional fee to the client if the instalments are paid by the due date.

When the purchase is made, the first instalment will be charged immediately (equivalent to a third of the total purchase amount). The next 2 instalments will be charged monthly.

First instalment: at the time of purchase

Second instalment: 1 month after the purchase date

Third and final instalment: 2 months after the purchase date
Scalapay pays the vendor the total purchase amount immediately and assumes all risks of fraud or failure to pay.”

Question 49

How much does Scalapay cost?

Accepted Answer

“How much does it cost?

Scalapay is completely free for those that make purchases, as long as the amounts are paid by the agreed due dates.

You will only be charged for a late payment if one or more of the planned instalments is not paid by the due date.

Scalapay will remind you a few days before the due date of each instalment via SMS or email.

Late payment fee

If you have not made the payment before the due date and the automatic payment is not made correctly, you will have 24 hours to finalise the payment. If this does not happen, Scalapay will charge a late payment fee, as explained below:

Payment made before the due date: no charge!
Payment delayed more than 24 hours: 1.20 EUR additional fee
Payment delayed more than 9 days: 1.20 EUR additional fee (plus the previous fee)
The total fee will not exceed 15% of the total purchase amount (second and third instalment).

We are aware that certain situations may arise that prevent payments from being made on time. If you think that this applies to your case, please send an email to support@scalapay.com before the payment due date and we will try our best to help you.”

Question 50

How can I buy with Scalapay?

Accepted Answer

“Your purchasing power depends on several factors. These include the store in which you are buying, the type of card you are using, if you have already made a purchase with Scalapay, and if you paid for your previous purchases on time.

If you are a new client and you have never made a purchase with Scalapay, your purchasing power could be limited and will increase as you make more purchases with Scalapay without any payment delays.

Remember that:

Your purchasing power does not depend on the credit on your card.

Scalapay does not use external sources to evaluate each client’s financial situation.
Scalapay does not offer detailed information about the purchasing power of any individual client.”

Question 51

Scalapay What is the due date for the three instalments?

Accepted Answer

When the purchase is made, the first instalment will be charged immediately (equivalent to a third of the total purchase amount). The next 2 instalments will be charged monthly.

First instalment: at the time of purchase

Second instalment: 1 month after the purchase date

Third and final instalment: 2 months after the purchase date

Each instalment will be charged automatically on the predefined card on the payment due date.”

Question 52

When are tolls collected automatically by the electronic identifier?

Accepted Answer

OK Mobility will automatically debit the vehicle reservation holder's credit card account for the accrued costs of using the electronic toll lanes. The surcharge can be made immediately upon return of the vehicle or within thirty days after the return of the vehicle.

Question 53

I want to request the extension of my rental contract

Accepted Answer

If you need to extend your current rental, please contact Customer Service on +34 971 126 880. Please note that we can only extend contracts for bookings made through our website www.okmobility.com.

Question 54

I want to request to return the vehicle later

Accepted Answer

If you have booked through our official okmobility.com website, over the counter or at our Customer Service Centre, have collected your vehicle and need to extend your contract, you can contact us by calling 0034 971 126 880. Please note that contract extensions may be subject to availability and additional costs.

If you have booked with an intermediary, you must return the vehicle at the scheduled date and time and make a new booking.

Question 55

I want to request to return the vehicle at another Store

Accepted Answer

If you need to return the vehicle to a Store other than the collection Store, please contact Customer Service on 902 360 636 or 971 126 880.

Question 56

I want to report damage without requesting assistance

Accepted Answer

If you need to report damage without requesting assistance, use the form.

Question 57

Information on our Stores

Accepted Answer

Some of our Stores that are located outside the airport terminal have a free shuttle service to and from the airport. Check here for information on how to find the meeting point.

Question 58

Where to return your vehicle?

Accepted Answer

Some of our Stores that are located outside the airport terminal have a free shuttle service to and from the airport. Check here for information on how to find the meeting point.

Question 59

I want to know when my excess or deposit will be unblocked

Accepted Answer

The release of the pre-authorised amount is made at the time of contract closure, usually on the same day the vehicle is returned. Depending on the settlement period of your credit card or the conditions of your bank, the release of the excess and/or deposit may take up to 30 days to be reflected. Remember that, as it is a pre-authorisation, you will not see it reflected as a refund but as an extension of the credit associated with the card. If after this period you have any doubts about this concept, please contact our Call Centre.

Question 60

I want to request an invoice

Accepted Answer

To request an invoice under a company name, you must register with the Club OK and do so from the 'My Invoices' section.

Question 61

I want information about my tolls or traffic fines

Accepted Answer

The circulation on some roads may have its own conditions or costs. As the contract holder, you must check in advance the obligation to pay the required fee or toll for the use of these infrastructures.
If during your rental you commit an infraction that has not been paid at the time, due to the formalities with the sanctioning body and the trips that our external agency has to make, OK Mobility could pass this cost on to the contract holder, as indicated in clause 13 of our general conditions.

Question 62

How can I pay the fines received?

Accepted Answer

The online fines management platform is used to pay for a fine corresponding to a traffic infraction committed in Spain, from any device with an Internet connection and provided it is a rental vehicle.

Ok Fines allows payment by credit card from anywhere in the world.

It is a service offered by Gestorías Asociadas Gesthispania, S.L. and is reserved for the exclusive use of OK Mobility clients.

Question 63

How can I access my fine management area?

Accepted Answer

It is easy to access and use Ok Fines.

No registration required. You must follow the link provided in the email and SMS communication about the fine available for payment, and enter the code provided therein.

Question 64

Is OK Fines a secure site?

Accepted Answer

Indeed! The online payment process of this platform is supported by a payment gateway that protects all transactions through Anti-Fraud Monitoring Systems, Secure Authentication Systems (SAS) and Secure Communication Protocols.

Likewise, Gesthispania, the supplier, has the ISO/IEC 27001:2013 information security certification.

https://okfines.com/home

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