For non-refundable rates, payments already made will only be returned for reasons of force majeure contemplated in our General Conditions and reliably documented.
If this applies to you, the process can be started here.
It is important that you cancel your booking before the vehicle pickup time. If you have a refundable rate, but you do not cancel the booking and do not come to collect the vehicle, the payments already made will not be reimbursed.
Only in a case of force majeure contemplated in our General Conditions and reliably documented, will you have the option of a refund despite not having cancelled in time. If this applies to you, the process can be started here.
A refunded cover/ insurance by credit card or through an intermediary does not exempt you from possible damage to the vehicle when it is returned or having to deposit the excess with OK Mobility, but instead, only gives you the option to request reimbursement of these expenses from those intermediary companies.
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
With the exception of the LITE rate, all reservations made through the OK Mobility website can be modified up to 48 hours prior to vehicle pick-up. Smart and Lite rate reservations are non-refundable.
In case you have booked through an intermediary, you must contact them to request the modification.
If you have booked through our website or by phone, you can request the modification of your reservation by calling +34 871 055 312.
To cancel a booking made through the website or app, log in to OK Club or sign up. Go to your “Pending bookings” and find your booking. You can now cancel the booking and if it is a refundable rate, you will automatically receive the corresponding refund. You can cancel through the website or the app. 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 (+34) 871 055 312. If you made the booking through an intermediary, please ask them for advice on modifying or cancelling it.
As they are already included in the rental agreement, the second driver is able to return the vehicle. Remember that you both need to submit and sign the rental agreement. This means that you are both co-holders of the agreement, and that the rights and responsibilities are shared equally between you.
The booking holder can only be changed on Premium, Smart and Standart rate bookings. To carry out the change, the initial booking holder must contact us on 871 055 312 (during working hours Mon-Fri 8am-10:30pm, Sat/Sun 8am-10pm) up to one minute before vehicle collection and provide us with the new driver’s details.
