FAQ

WHAT DO I NEED TO BRING TO THE RENTAL?

A valid identity card or passport with confirmation of registration (max. 2 years old) and a valid driving license (at least 1 year old, or at least 3 years old for groups 8 & 9) are required for rental. If you have a credit card (VISA, Master, AMEX, Diners), please bring it with you to the rental. If you do not have a credit card, please call your nearest rental station to find out which method of payment is accepted.

WHAT ARE THE AGE REQUIREMENTS FOR RENTING OUR VEHICLES?

Minimum age:

  • at least 18 years old (car group A - FP, L-M; truck group 1 - 6)
  • at least 23 years old (car group G - I)
  • at least 25 years old (car group J, JP + SO - S10)
HOW LONG DO I HAVE TO BE IN POSSESSION OF A DRIVER'S LICENSE?

You must have held a driver's license for:

  • all groups: 1 year
  • Group 08 and 09: 3 years
  • VIP groups: 5-7 years
WHAT SERVICES ARE INCLUDED IN THE RENTAL PRICE?

The price includes the costs for oil consumption, maintenance and motor vehicle liability insurance; groups A-M2 and 01-09 include fully comprehensive basic cover with different excesses. Fuel costs are borne by the renter.

CAN I EXTEND THE RENTAL PERIOD?

An extension of the rental period is generally possible subject to availability and the agreement of the rental location. Please contact your rental station by telephone. Here you will find all STARCAR locations.

CAN YOUR VEHICLES BE DROPPED OFF AT A LOCATION OTHER THAN THE RENTAL STATION?

In principle, the drop-off location is the same as the rental location. Exceptions are possible, but only within the STARCAR branch network. Various one-way rates are offered for cars and trucks. Subject to availability and consultation with the rental station.

CAN CERTAIN VEHICLE TYPES BE RESERVED?

In general, only vehicle groups can be reserved. We are happy to accept vehicle requests and try to realize them according to availability.

DOES THE RENTER OF THE VEHICLE ALSO HAVE TO BE THE DRIVER?

No, it is possible to enter a different driver. If several drivers are required, they can drive the vehicle in addition to the renter for an extra charge (prices can be found in the booking section).

CAN I REGISTER ADDITIONAL DRIVERS?

If several drivers are required, they can drive the vehicle in addition to the renter for an extra charge (prices can be found in the booking section).

DO I HAVE TO CHECK THE CONDITION OF THE VEHICLE WHEN I RENT IT?

We check the condition of the vehicle together with you when you rent it and document it to avoid any subsequent inconvenience.

DO I NEED A SPECIAL DRIVER'S LICENSE TO RENT A TRUCK?

For groups 7 and 8, you need a category C1 driver's license. A category C driver's license is required for group 9. To rent these groups, the driver's license must show at least 3 years of driving experience.

CAN I CHANGE OR CANCEL AN EXISTING AND POSSIBLY PREPAID RESERVATION?

Yes, you can change or cancel your reservation by telephone (subject to availability). Please note that cancellation fees may apply and that changing your reservation may result in a different rental price. Please refer to the price overview "Additional services and costs" on page 3 of our General Terms and Conditions for the amount of the fees for canceling or not picking up a vehicle.

MOBILITY SERVICE

The mobility service includes a 24-hour emergency service within Germany which includes the provision of a replacement vehicle in the event of key loss, key dispatch, on-site support in the event of a flat tire, towing services, forcible opening of the vehicle if the keys are inside the vehicle, as well as jump starting and refueling with up to 5 liters of fuel. The costs for replacement keys/replacement remote control, replacement tires are not covered by the roadside assistance package and will be charged to you. The STARCAR mobility service does not apply if the renter or authorized driver has violated the terms of the rental agreement at the time of the incident for which roadside assistance is required. In such cases, roadside assistance can be used, but will be charged to the renter at the applicable standard rates.

INTERIOR PROTECTION

Exclude your liability for damage and soiling of the interior.

CAN I ONLY RENT FROM YOU WITH A CREDIT CARD?

No, vehicles in groups A-F, K, L, L2 and M2 as well as all trucks can also be hired by EC card. Cash payment is possible under certain conditions for some vehicles and by prior arrangement with the rental station.

CAN I PAY ON ACCOUNT WITH YOU?

Unfortunately, we do not offer payment on account. However, after successful verification, our corporate customers can pay conveniently by SEPA direct debit. Please contact the desired Rental station or our Corporate customer department.

WHICH CREDIT CARDS ARE ACCEPTED?

We accept all major credit cards (Visa, Master, Amex, Diners), but no prepaid credit cards. For VIP vehicles and the groups SO, SP and SP2, we reserve an additional EUR 500 as a deposit on your credit card.

IS A DEPOSIT REQUIRED BEFORE RENTING?

In general, no deposit is required. Certain vehicle types (convertibles, multi-seaters, campers and V.I.P. cars) and certain periods (e.g. trucks at weekends) require a deposit as agreed with the rental station.

DO I HAVE TO REFUEL THE VEHICLE AFTER USE?

In principle, you will receive our vehicles with a full tank when you rent them (exception: special regulations). The vehicle must then be refueled after use. If you have not refueled the vehicle when you return it, we will charge a service fee of at least €8 in addition to the refueling fee.

IS IT POSSIBLE TO CHOOSE BETWEEN GASOLINE AND DIESEL VEHICLES WHEN RENTING A VEHICLE?

You can specify the request "diesel vehicle" when reserving the vehicle. We will try to realize this according to availability. The cost is €6 for all vehicles.

ARE THE FUEL COSTS ALREADY INCLUDED IN THE RATES?

No, fuel costs are not included in the cost of the rental.

WHAT IS AD-BLUE?

Many of our new 7.5 t vehicles are equipped with an AdBlue tank, which is usually located next to the diesel tank. The addition of AdBlue significantly reduces the vehicle's pollutant emissions. Fuel consumption is also improved. For groups 08 and 09, we charge a flat rate of €1.37 per 100 km to save you refilling. You can obtain more information at our Rental stations.

CAN YOUR VEHICLES BE DRIVEN ABROAD?

Yes, but: Intended border crossings must be requested at the time of booking. Restrictions apply to certain vehicles and some destination countries. An increased excess applies if you take out limited liability insurance. The prices can be found in the booking section.

TRAILER COUPLING

It is possible to book a trailer coupling for €12 per day, subject to availability. You can request this extra at the station or specify the option when booking the vehicle on our website.

DIESEL

It is possible to book diesel engines as a vehicle extra for €6 per day (€3.60 for monthly rates), subject to availability. You can request this extra at the station or specify the option when booking the vehicle on our website.

AUTOMATIC TRANSMISSION

Booking automatic transmissions as a vehicle extra is possible for €6 per day (or €54 per month) subject to availability. You can request this extra at the station or specify the option when booking the vehicle on our website.

NAVIGATION SYSTEM

The booking of navigation systems as a vehicle extra is possible subject to availability. The prices can be found in the booking section. You can request this extra at the station or specify the option when booking the vehicle on our website.

PACKING COVER

Packing blankets can be booked for €1 per item, subject to availability. You can request these accessories at the station or specify the option when booking the vehicle on our website. Hired accessories are not insured.

ROLLING DOG

It is possible to book wheel dogs for €6.99 per day, subject to availability. You can request this accessory at the station or specify the option when booking the vehicle on our website. Hired accessories are not insured.

SACK CART

Sack trolleys can be booked for €14.99 per day, subject to availability. You can request this accessory at the station or specify the option when booking the vehicle on our website. Hired accessories are not insured.

STAIR CART

Stair carts can be booked for €14.99 per day, subject to availability. You can request this accessory at the station or specify the option when booking the vehicle on our website. Hired accessories are not insured.

LATCH BELT

Lashing straps can be booked for €1.99 each (€8.99 for 5 straps, €17.99 for 10 straps) subject to availability. You can request these accessories at the station or specify the option when booking the vehicle on our website. Hired accessories are not insured.

CONVERSION BOX

Moving boxes can be purchased for €3.79 each, subject to availability. You can request these accessories at the station or specify the option when booking the vehicle on our website.

CAN I RETURN MY RENTAL CAR OUTSIDE OF OPENING HOURS?

Yes, safes are available at our stations for returning keys. Please follow the instructions for returning keys at night in the on-board folder. If possible, please return VIP vehicles within the opening hours.

Is there a kilometer limit

We offer tariffs without and tariffs with a limited number of kilometers. With the latter, an extra charge is levied for all kilometers driven in excess of the approved mileage. The rate is selected at the time of rental. Subsequent changes are not possible. The individual rates cannot be combined with each other.

How do I know if the internet booking request has been confirmed?

We will check your booking request within 24 hours (plus one working day on public holidays). If your booking is successful, we will send you a booking confirmation by e-mail. We will contact you if there are any problems or queries.

Are your vehicles covered with advertising?

Only our vans, trucks and 9-seaters have stickers. The cars are free of advertising.

Can I check prices online without making a reservation?

Use the online price calculation to compare different rental periods and free kilometers. Our prices on the website are identical to the prices at the station. If you require a written offer, please contact the rental station you wish to rent from.

What should I do if I have technical problems with my rental car?

In the event of a breakdown, please use the breakdown assistance numbers provided and inform your rental station of the incident.

What do I do if I have forgotten something in the vehicle?

Please contact your Rental station.

I GOT A TICKET WITH THE RENTAL CAR. WHAT NOW?

As a rule, tenant data is forwarded to the authorities for payment collection in the event of administrative offenses. If we are forced to make advance payment, we will charge you the fees incurred plus a processing fee.

Who is liable for administrative offenses during my rental?

In accordance with the General Terms and Conditions, you as the vehicle renter are liable without limitation for all costs and fees incurred in connection with traffic and regulatory offenses. We will pass on the renter's details, as provided and accepted at the time of rental, to the requesting authority.

I did not cause the offense, I only paid for the rental car. Do I still have to pay the fine and the expense allowance?

Please inform the authorities if the driver differs from the renter. The expense allowance is automatically charged to the renter of the vehicle and must be paid to STARCAR. It is irrelevant who makes this transfer. We will not inform the driver.

Does Starcar charge a flat rate for processing the parking tickets?

STARCAR charges a flat-rate fee of 19.90 EUR. For traffic tickets from abroad, the flat rate increases to 49.90 EUR. You will receive a copy of the request from the authorities together with our letter.

Why is this fee charged?

The fee charged is a lump sum for processing a traffic offense. We usually receive very different letters from the authorities, which means that we can only automate the process to a very limited extent. In the majority of cases, the data must be determined individually. Processing the corresponding requests involves considerable internal effort for STARCAR. For this reason, we are unfortunately forced to pass on the additional costs incurred directly to the actual originators. We deliberately refrain from including these additional costs in our pricing - this is the only way we can continue to offer you our vehicles at attractive prices. The amount of the lump sum is independent of the amount of the fine.

Is the fine included in the expense allowance or do I have to pay it separately?

Please pay the fine directly to the authorities if they have contacted you.
STARCAR will not make any payment to the authorities.

Can I avoid the expense allowance if I report the offense to them in advance?

We are happy to receive your information. However, this does not reduce the effort we have to put into processing your request to the authorities. We ask for your understanding that the flat-rate fee will still be charged.

I did not commit the offense/the vehicle was never at the scene. Who should I contact?

Please lodge an objection with the competent authority. If your objection is upheld, we will cancel our flat-rate expense allowance.

Fines abroad?

Before entering a foreign country, please inform yourself about the country-specific traffic regulations and the associated timely payment of tolls and road tolls. These are not part of the contract and must be paid by the renter. If it is not possible to send your data to the relevant authorities, we will pay the fine and pass it on to you.

I have received an invoice from Starcar for a replacement toll?

The vehicle was used during your rental in Austria. Every toll road is marked with signs informing you of the toll obligation. ASFINAG Maut Service GmbH will invoice STARCAR for the replacement toll if you fail to submit the necessary documents to ASFINAG. When paying the toll, you were informed that you must send the vehicle registration document, which is in the vehicle, to ASFINAG Maut Service GmbH within 14 days.

WHAT DOES THE LIMITATION OF LIABILITY (CDW) INCLUDE?

If you have agreed the limitation of liability when concluding the rental contract, you reduce the liability and claims for damages from accident events to the specified excess in the event of damage. Please read the information on the homepage for the relevant vehicle group under CDW/Limitation of Liability/SB, on your rental agreement and in our General Terms and Conditions.

How do I proceed in the event of a claim?

Please be sure to contact the rental station within our opening hours. If it is not just a case of damage to the vehicle itself, but if third parties are also involved in the claim, please also notify our accident hotline. You will find more detailed information in your vehicle folder. Please read the information on your rental contract and in our General Terms and Conditions for information on how to proceed in the event of damage. When completing our damage report, please provide us with all information about the exact circumstances and all details of the parties involved. Only in this way is it possible for us to make a correct and speedy settlement.

Why do I have to involve the police in cases of damage?

The police must always be informed after a loss event as part of your contractual duty of disclosure. They can record all necessary information and address data and document any violations committed by a road user.

HAVE YOUR DRIVER'S LICENSE SHOWN

If a car is hired out privately, it must be ensured that the borrower has a valid driving license. If not, the vehicle owner is also liable to prosecution. This already applies to traffic checks, but it becomes particularly problematic in the event of an accident.

Clarify insurance conditions

Clarify in advance which damages are insured and how high the excess for a claim may be. A written agreement in advance prevents unpleasant discussions in the event of damage. In a declaration of liability, it can be agreed that the borrower is liable for all costs that are not covered by the insurance.

Insuring trips abroad

If the vehicle is to be driven abroad, it makes sense for the owner to issue a power of attorney to the borrower. Routine checks at borders often cause problems if the owner is not the same person as the driver.

Do not lend a private vehicle for money

If you lend your private vehicle to a friend for a fee, it becomes a rental. This means that you lose your insurance cover with most car insurance companies.


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