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

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 3

Is the OK Club registration free of charge?

Accepted Answer

Yes. This service is completely complimentary.

Question 4

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 5

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 6

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 7

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 8

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 9

What is the Mobility Wallet?

Accepted Answer

The Mobility Wallet is a virtual wallet where you can accumulate rental days with OK Mobility. We give you the option of purchasing 10 or 30 day vouchers, at a fixed price, depending on the category of the vehicle and with All Inclusive (Premium Cover, Roadside Assistance, Speedy Check In, Additional Driver). You can redeem these rental days at any OK Mobility destination.

You can find more information about the conditions at the following link: 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

How can I change my details within OK Club?

Accepted Answer

You can modify your data in the OK Club private area, accessing through your credentials in the following link https://okmobility.com/en/club

Question 11

Can I request an invoice via my OK Club profile?

Accepted Answer

You can request invoices through the OK Club private area in 'My Bookings' > 'My Invoices' and you can filter according to contract number, date of collection or ID/Passport/CIF.

If you are not an OK Club member yet, register now and enjoy all the advantages, apply for your OK Club membership now and don't forget to accept the promotional communications to be the first to know about everything!

Question 12

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 13

I want to cancel my booking

Accepted Answer

If you have made your reservation through the official OK Mobility website and your rate allows it, you can request a cancellation through the following link https://okmobility.com/es/rent/cancel . If you have made your reservation over the counter or at our Customer Service Center, please call 971 126 880. If you have made your reservation through an intermediary, you should consult with them about the process of modifying or cancelling your reservation.

Question 14

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 Center, please call 902 360 636 or 971 126 880. If you have booked through an intermediary, you will need to consult with them regarding the cancellation process of your reservation.

Question 15

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 16

Information on rental terms and conditions

Accepted Answer

Question 17

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 18

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 19

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 20

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 21

What is the cost of getting the device?

Accepted Answer

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

Question 22

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 23

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 24

Is there a km limit on my rental?

Accepted Answer

The rental has unlimited mileage per rental in the Balearic Islands and 300 km per day (with a maximum of 3000 km per contract) in mainland Spain and Melilla. Only if the Vehicle is exceeded or used after the end of the Contract will an extra charge of € 0.4 per km be made, including VAT.

Unlimited mileage in the Balearic Islands, Canary Islands and Thessaloniki. In all other Stores the mileage is limited to 300 km/day with a maximum of 3,000 km/contract.

In our Stores, we have at the customer’s disposal the option of contracting mileage packages in case the customer is aware that they are going to do more than what is stipulated in their contract:

ADDITIONAL 1000 KMS – € 90 cost
ADDITIONAL 500 KMS – € 60 cost

Question 25

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 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

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. The categories are divided into three groups:

Group 1: € 900 excess (MSMS, MSMP, MSAS, MSAP, MMMS, MMMP, MMMP, MMAS, MMAP, MLMS, MLMP, MLAS, MLAP, ESMS, ESMP, ESAS, ESAP); € 1050 excess (EMMS, EMMP, EMAP, EMAS, ELMS, ELMP, ELAS, ELAP)

Deposit: 100€

Group 2 : € 1200 excess (CSMS, CSMP, CSAS, CSAP, CMMS, CMMP, CMAS, CMAP, CLMS, CLMP, CLAS, CLAP, WSMS, WSMP, WSAS, WSAP, WMMS, WMMP, WMAS, WMAP, WLMS, WLMP, WLAS, WLAP, PLMS, PSMP, PSAS, PSAP, PMMS, PMMP, PMAS, PMAP, PLMS, PLMP, PLAS, PLAP, SSMS, SSMP, SSAS, SSAP, SMMS, SMAS, TSMS, TSAS, KSMS, KSMP, KSAS, KSAP, KMMS, KMMP, KMAS, KMAP, KLMS, KLMP, KLAS, KLAP); € 1500 excess (SLMS, SLAS, TSMP, TSAP, FSMS, FSMP, FSAS, FSAP, FMMS, FMMP, FMAS, FLMS, FLMP, FLAS, FLAP).

Deposit: 200€

Group 3 : € 1800 excess (SMMP, SMAP, TMMS, TMMS, TMMP, TMAS, TMAP, TLMS, TLAS, VSMS, VSMP, VSAS, VSAP, VMMS, VMMP, VMAS, VMAP, VLMS, VLMP, VLAS, VLAP); 2.2,000 (SLMP, SLAP, TLMP, TLAP); € 2500 excess (FMAP, LSMS, LSMP, LSAS, LSAP, LMMS, LMMP, LMAS, LMAP, LLMS, LLMP, LLAS, LLAP).

Deposit: 200 €

Group 4 : € 4,000 excess (SLAS, SLAX, SLHX, SLMP, SLAP, PMAX, PMAL, PLAL, PLAX, PLEX, FLAX, XLAX, TLAX). In this segment, by taking out OPC cover, the excess is reduced to 25% up to €1,000.

Deposit: 4000 €

Group 5 : SUBGROUP 5.1 : € 250€ - € 500 excess (BMA1, BMA2, RMA2). SUBGROUP 5.2 : € 500 excess (BME2, BLA3).

Deposit: 50 €

Group 6 : € 900 excess (KLAS, KLMS, KMAS, KMMS, KSAS, KSMS, KTAS, KTMS, KXAS, KXAX, KXMS, KXMX). In this segment, by taking out the OPCV cover, the excess is reduced to € 200.

Deposit: 150 €

Group 7: Excess of € 1,500 for those over 25 years of age, for those under 25 years of age the excess will be € 2,500. In this category, by taking out OPCV cover the excess is reduced to € 500. Those under 25 years of age will not be able to purchase this cover.

Deposit: 500 €

Question 29

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.

Question 30

Other queries

Accepted Answer

For all other enquiries, please contact our Customer Service Centre.

Question 31

Compliments, concerns and questions

Accepted Answer

Question 32

I want to report damage without requesting assistance

Accepted Answer

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

Question 33

I want to request to return the vehicle later

Accepted Answer

If you are going to return the vehicle after the courtesy time defined in our terms and conditions, please contact our Call Centre on +34 971 126 880.

Question 34

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 35

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 36

I want to add an extra to my rental

Accepted Answer

If you need to add an extra to your rental, please contact Customer Service on 902 360 636 or 971 126 880.

Question 37

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 38

Other queries

Accepted Answer

For all other enquiries, please contact our Customer Service Centre.

Question 39

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 40

I want to know what is the fuel policy of my rental

Accepted Answer

Fuel policy: At the effective time of the booking and depending on the rate selected by the Renter, once of the following options shall be applied: a) Full/Refund – The Renter shall pay 100% of the tank at Vehicle Check-Out, and the Rental Company shall check the fuel level in the tank in the Vehicle Check-In at that time, refunding the remaining fuel in the tank in accordance with the eight-eighths marker, minus the refueling management costs. b) Full/Full – At the Check-Out, the Rental Company must hand over the Vehicle tank full. The Renter must also return it full at the Check-In. Should the obligation of filling by the Rental Company not be fulfilled, the Renter can demand at the time of Check-Out that he/she is given the Vehicle with the tank full. If he/she does not complain at that time it shall be understood that he/she is in agreement. If, on the contrary, the Renter should breach this point at the Check-In, he/she shall be charged for the refueling management costs plus the remaining litres until the tank is 100% full.

Question 41

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 42

I want information on extra charges

Accepted Answer

You can request information on extra charges made after the rental ends.

Question 43

I want information about damages

Accepted Answer

You can request information about damages after the rental ends.

Question 44

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 45

Lost property

Accepted Answer

Question 46

I want to attach an accident report and my insurance details

Accepted Answer

If you have had an accident during the rental and want to send us the accident report and other information such as your insurance details, use the form.

Question 47

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 48

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 49

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

Question 50

Does the OK Fines store my personal data and my payment details?

Accepted Answer

No, this platform treats the information that is provided in order to be able to execute the orders entrusted, in this case, the payment of fines, and in relation to them make the appropriate communications, accounting and billing of these. You can expand this information in the Privacy Policy of Gesthispania.

Question 51

What is the advantage of making the payment through Ok Fines?

Accepted Answer

The main advantage is that it is a platform that allows you to pay traffic fines imposed by any body in Spain, as if you were paying them directly. The safety in the payment of your fines is guaranteed, Gesthispania, the supplier, has the ISO/IEC 27001:2013 information security certification.

Question 52

Compliments, concerns and questions

Accepted Answer

Question 53

Customer service - Complaints

Accepted Answer

Monday to Friday 09:00 - 17:00

Spain

+34971126880

Germany

+4908944397126

Italy

+390653262388

Greece

+302812220046

Portugal

+351215551037

Malta

+35620330161

Croatia

+38517707269

France

0185852359

Miami

+17868409656

Question 54

Other queries

Accepted Answer

Question 55

24h Road Assistance

Accepted Answer

We remind you to call the country where you picked up the vehicle.

Question 56

What does the final price include?

Accepted Answer

All our displayed prices correspond to the final and not on credit price. It includes taxes and a minimum 12-month warranty. In addition, the transfer costs amounting to €390 must be paid. Our prices are transparent, and you won't be charged for any extras that you didn't sign up for.

Question 57

Can I test drive the vehicle before I buy it?

Accepted Answer

Yes, you can try it out with no obligation to buy! At OK Mobility you get the option to test drive the car free of charge - you will end up falling in love with it. Just contact us to request a test drive and we will make you an appointment.

Question 58

Is it mandatory to make a down payment?

Accepted Answer

Not at all! This is entirely optional. One of the advantages of buying a car from OK Mobility is that we offer you 100% financing and make everything easy for you.

Question 59

Can I pay for my car in installments?

Accepted Answer

Of course! You can pay for your vehicle in the installments that you feel most comfortable with. You choose! Just check the amount in our financial quotation or contact us and our Sales Advisors will inform you and help you throughout the process. No more complications!

Question 60

What documentation do I need to request a credit search?

Accepted Answer

Employed:

ID card or Foreigner's ID card with passport and driving license
Latest pay slip
Bank account ownership certificate

Self-employed:

ID card or Foreigner's ID card with passport and driving license
Updated employment record from Social Security
Quarterly VAT certificate for the current year (Model 303)
Annual VAT for the previous year (Model 390)
Last income tax certificate (Model 100 and Model 130)
Proof of latest payment of freelancer fee
Bank account ownership certificate

Companies:

Copy of Tax ID document
ID card of all Board members
Deeds of incorporation and powers of attorney
Corporate income tax (Model 200)
Balance sheet and income statement
Quarterly VAT certificate for the current year (Model 303)

Question 61

If I want a car that's in another province, will you deliver it to my house?

Accepted Answer

At OK Mobility, we want you to choose the car you like best, no matter where you are. We have a shuttle service for any of our delivery points.

Question 62

Does the warranty cover me all over the country?

Accepted Answer

Of course, you won't have any problems! Our Post-Sales Department works with a large network of garages all over Spain. Our professionals will guide you through everything you need, just like we would if you got it in your hometown!

Question 63

Do the cars come with a guarantee?

Accepted Answer

Of course! All our cars have 12 months warranty, minimum!

Question 64

If I buy a car and I don't like it, can I return it?

Accepted Answer

Yes, at OK Mobility, we give you 10 days or 1000 km to get used to your new car and make sure you have made the right choice. If you feel you've made a mistake, don't suffer in silence! Replace it with another model or request a refund. Or if you prefer not to proceed, we can also send it home! Ask us about our Door-to-Door service!

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