Frequently Asked Questions

VELORA CAR is a car rental company based in the Algarve, Portugal. VELORA CAR is powered by Auto Rent VI, NIF 504933884.

For general enquiries and new reservations, you can email us at info@velora-car-hire.com. You can also call us on (+351) 969 787 039, (+351) 969 777 854, (+351) 962 192 529, or (+351) 967 779 347. These are Portuguese mobile numbers.

For changes, modifications, cancellations, or information about an existing booking, please email info@velora-car-hire.com and include your reservation reference so we can locate your booking.

No. Please never send credit or debit card numbers, CVV codes, PINs, IBAN details, or other sensitive payment information by chat or email. Payment and the security-deposit pre-authorisation are handled at the counter on collection day.

Please contact us at info@velora-car-hire.com or call (+351) 969 787 039, (+351) 969 777 854, (+351) 962 192 529, or (+351) 967 779 347. For an existing reservation, email info@velora-car-hire.com and include your reservation reference.

Please use the booking form on our website to see real-time prices for your exact pick-up location, dates, times, and vehicle requirements. We cannot estimate or confirm rental prices through chat.

Please use the website booking form to check real-time availability for your exact pick-up location and dates. We cannot confirm vehicle availability through chat.

Please use the website booking form to check which vehicle groups are available for your exact location and dates. Availability cannot be confirmed through chat.

No. A direct reservation is free to make, and no rental payment, deposit, or security-deposit pre-authorisation is taken when you book. Payment and the security deposit are handled at the counter on collection day.

No. Rental payment and the security-deposit pre-authorisation are handled on the day you collect the vehicle.

Please email info@velora-car-hire.com and include your reservation reference and the change you would like us to review.

Please email info@velora-car-hire.com and include your reservation reference so we can locate the booking and assist you.

Cancellations are accepted only by email. Please email info@velora-car-hire.com and include your reservation details or reference so we can locate and cancel the booking.

Direct reservations can be cancelled free of charge before the collection date, regardless of how close the cancellation is to that date. The cancellation request must be emailed to info@velora-car-hire.com with the reservation details.

No. You may present your reservation in either physical or digital format at pick-up.

Collection is at Car Park 4, also called P4, approximately 150 metres from the terminal building. After leaving the front of the terminal, continue to the end of the terminal building. Car Park 4 is directly in front, across the road. Our representative will meet you at the VELORA CAR desk.

Yes. You can find the VELORA CAR Faro Airport delivery point at Car Park 4 here: https://www.google.com/maps/place/Yor+Car+Hire+Faro+Airport+delivery+point+car+park+P4/@37.0217022,-7.9732534,17z/data=!4m10!1m2!2m1!1syor+car+faro+airport!3m6!1s0xd054de72cbfca9b:0xf2815635c86d3d88!8m2!3d37.0217018!4d-7.9708025!15sChR5b3IgY2FyIGZhcm8gYWlycG9ydFoWIhR5b3IgY2FyIGZhcm8gYWlycG9ydJIBEWNhcl9yZW50YWxfYWdlbmN54AEA!16s%2Fg%2F11sy71kybm?entry=ttu&g_ep=EgoyMDI2MDMyMy4xIKXMDSoASAFQAw%3D%3D

Standard pick-up and drop-off hours at Faro Airport are from 08:30 to 20:00, with no after-hours fee.

Yes. Pick-up or drop-off from 20:01 to 23:30 has a €30 after-hours fee.

If your flight number is included in the reservation and it is the last arriving flight, our team will wait for you even after 23:30. The €30 after-hours fee applies.

If the flight number is included in the reservation and it is the last departing flight, our team will wait even after 23:30. The €30 after-hours fee applies.

Yes. Passport control, baggage collection, and the walk to Car Park 4 may mean that you reach our desk after 20:01. If collection takes place after 20:01, the €30 after-hours fee applies. Our team will be there waiting for you.

Early pick-up is available from 07:30 to 08:29 and has a €30 fee.

Early drop-off is available from 04:00 to 08:29 and has a €30 fee.

Yes. For early morning returns, the time is determined by when the vehicle enters the car park. If the vehicle enters before 08:30, the €30 early drop-off fee applies even if the return is completed at or after 08:30.

Our Alvor office is at Rua Marquês de Pombal, 54, 8500-021 Alvor. It is open from 09:00 to 18:00.

The Carvoeiro collection point is Hotel Rocha Brava. Collection is by Meet and Greet in the hotel lobby. Direct bookings may also allow hotel delivery, subject to review.

The Lagos collection point is Hotel Vila Galé Lagos. Collection is by Meet and Greet in the hotel lobby.

Hotel delivery may be possible. Please contact us with the hotel name and location so we can review the request. A location fee may apply and will be confirmed after review.

No. After-hours service is not available in Alvor, Carvoeiro, Lagos, or at other hotel delivery locations.

One-way rentals between different pick-up and drop-off locations in the Algarve or Lisbon may be possible. The one-way fee ranges from €35 to €450, depending on the locations. Please use the booking form for availability and contact us if the route needs review.

No. Vehicle models are examples. We guarantee the booked vehicle category, not a specific make or model.

Yes. All vehicles have air conditioning.

Our vehicle groups are: Group A: Fiat 500 or similar, 4 seats, 3 doors, manual, petrol. Group B: Fiat Panda or similar, 5 seats, 5 doors, manual, petrol. Group C: Seat Ibiza or similar, 5 seats, 5 doors, manual, petrol. Group C2: Seat Ibiza Automatic, 5 seats, 5 doors, automatic, petrol. Group D: Seat Arona Automatic, 5 seats, 5 doors, automatic, petrol. Group E: Renault Clio or similar, 5 seats, 5 doors, manual, petrol. Group F: Seat Leon Station or similar, 5 seats, 5 doors, manual, petrol. Group G: Skoda Scala SUV or similar, 5 seats, 5 doors, manual, petrol. Group H: Ford Transit or similar, 9 seats, 5 doors, manual, diesel. Group IA: Mercedes Vito Auto or similar, 9 seats, 5 doors, automatic, diesel. Group J: Volkswagen Caddy or similar, 7 seats, 5 doors, manual, diesel. Group K: Citroën Grand Picasso Auto, 7 seats, 5 doors, automatic, diesel. Group L: Fiat 500C Convertible, 4 seats, 3 doors, manual, petrol. Group M: Volkswagen T-Roc or similar, 5 seats, 5 doors, manual, petrol. Group N: Citroën C1 Open Roof Auto, 4 seats, 3 doors, automatic, petrol. Group O: Skoda Kamiq or similar, 5 seats, 5 doors, manual, petrol.

Groups C2, D, IA, K, and N are automatic. Please use the booking form to check availability for your dates.

Groups J and K have seven seats. Groups H and IA have nine seats. Please use the booking form to check availability for your dates.

Group L is a Fiat 500C Convertible, or the applicable category vehicle, with four seats and manual transmission. Group N is a Citroën C1 Open Roof Auto with four seats and automatic transmission. Please use the booking form to check availability.

Yes. A security deposit is mandatory and is taken as a card pre-authorisation hold, not as a rental charge. We cannot release the vehicle without a successful security-deposit pre-authorisation.

For Groups A, B, and C, the deposit is €1,600 without Full Cover or €500 with Full Cover. For Groups C2, D, E, F, G, L, N, and O, the deposit is €2,500 without Full Cover or €750 with Full Cover. For Groups H, IA, J, K, and M, the deposit is €3,750 without Full Cover or €1,250 with Full Cover.

It is a pre-authorisation hold on the card, not a purchase charge.

If the vehicle is returned without damage or contractual violations, the deposit hold is released after 10 to 14 working days. The exact time for the amount to clear or become available depends on your bank, so we cannot promise a specific date.

We accept physical Visa and Mastercard credit cards. A physical Visa or Mastercard debit card may be attempted, but acceptance cannot be guaranteed and is known only at the counter on collection day. The card must show the cardholder's name, card number, expiry date, and security code.

We can attempt the pre-authorisation on a physical Visa or Mastercard debit card, but we cannot guarantee that it will work. The result is known only at the counter on collection day. Your bank may also apply exchange-rate, international-transaction, or other bank charges; these are not VELORA CAR charges.

We do not accept American Express, Revolut, Wise, N26, Wirex, Bunq, Qonto, Maestro, Diners Club, business bank cards, virtual cards, prepaid cards, Apple Pay, Google Pay, cash, or cards without the cardholder's name printed for the security deposit.

The card presented at collection must be a suitable physical Visa or Mastercard card in the main driver's name.

Rental payment can be made with Visa or Mastercard credit cards, Visa or Mastercard debit cards, cash, digital-bank cards such as Revolut, Wise, or N26, and virtual or prepaid cards. American Express, cheques, and cards without the cardholder's name printed are not accepted.

These may be used for the rental payment, but they cannot be used for the security deposit. A separate acceptable physical card is required for the deposit pre-authorisation.

Yes, cash is accepted for the rental payment. Cash is not accepted for the security deposit.

Yes. All rentals include standard insurance with third-party liability, Collision Damage Waiver with excess, and Theft Waiver with excess.

Standard insurance does not cover exterior or interior body damage, wheels, tyres, windows, locks, lights, roof or underside damage, key loss or replacement, or a burned clutch.

Full Cover consists of SCDW plus SPI. It provides zero excess for Collision Damage Waiver and Theft Waiver and covers many exterior damage scenarios, including wheels, tyres, windows, locks, and lights. Full Cover is subject to the rental terms and the police-report requirement for any accident or damage.

For Groups A, B, and C, Full Cover costs €16 per day and reduces the deposit to €500. For Groups C2, D, E, F, G, L, N, and O, Full Cover costs €21 per day and reduces the deposit to €750. For Groups H, IA, J, K, and M, Full Cover costs €26 per day and reduces the deposit to €1,250.

No insurance package covers interior damage, vehicle documents, registration plates, underside damage caused by negligent or off-road use, roof damage, key loss or replacement, a burned clutch, wrong fuel, damage caused while under the influence of alcohol, drugs, or medication, accidents caused by mobile-phone use while driving, vandalism, or deliberate violations of the Terms and Conditions.

Yes. For any accident or damage, you must call the police on 112 and obtain the official police report, called an Auto de Ocorrência, before leaving the scene. Full Cover applies only when the police report is obtained at the time of the incident. Without the report, Full Cover does not apply and you are responsible for the damage cost.

Call the police immediately on 112, secure the scene, assist anyone who is injured, and obtain the names, addresses, and contact details of all involved parties and witnesses. Do not admit liability or responsibility. Notify us as soon as possible and obtain the official Auto de Ocorrência before leaving the scene.

Night SOS Road Assistance is available from 23:00 to 08:00 on 00351 210 443 723.

Drivers aged 25 to 80 are accepted under the standard age rule. Drivers aged 22 to 24 may be accepted subject to additional charges and insurance approval. Drivers under 22 are not eligible.

Yes, if the age is accepted by the booking system. The booking remains subject to insurance approval, and additional charges apply.

The driving licence must have been held for at least three years before the rental start date.

The main driver must bring the original physical driving licence, a passport or EU Identity Card, and a suitable physical Visa or Mastercard credit or debit card in the main driver's name.

No. The original physical driving licence must be presented at collection. A phone image, scan, or photocopy is not accepted.

Only drivers named on the rental agreement may drive the vehicle. All authorised drivers must be present at collection.

The additional-driver option costs €30 per rental and allows extra authorised drivers up to a maximum of three. All drivers must be present at pick-up and named on the rental agreement.

Available extras include additional drivers, child seats, GPS or Sat Nav, ETOLL service, Spain cross-border authorisation, Personal Accident Insurance, one-way rentals, and hotel or other location delivery where available.

Yes. When you book directly through our website, one child seat of your choice is free of charge. You may choose a rear-facing baby seat for ages 0 to 9 months, a front-facing child seat for ages 9 months to 4 years, or a booster seat for children aged 4 years and over. Each additional child seat costs €5 per day.

GPS or Sat Nav costs €7 per day.

PAI is Personal Accident Insurance for passenger coverage and costs €6 per day.

A location fee may apply for delivery outside Faro Airport. The amount depends on the requested location and is confirmed after review.

We use a like-for-like fuel policy. You receive the vehicle with a recorded fuel level and must return it with the same level.

No. There is no refund for fuel above the level recorded at collection.

A fuel-shortfall charge applies if the vehicle is returned with less fuel than it had at collection.

Yes. All vehicles are equipped with a Via Verde electronic toll device, also known as DECP.

The ETOLL service costs €2.15 per day, up to a maximum of €21 per rental. You are also responsible for all toll charges incurred during the rental.

Toll charges are debited at the end of the rental contract and may be charged up to 120 days later.

A €30 administrative fee applies, in addition to all Via Verde toll charges incurred.

The vehicle may be driven within mainland Portugal and, with prior cross-border authorisation, within the permitted area of Spain. Travel to any other country is not allowed.

Yes, but only with cross-border authorisation and only within 150 km of the Portuguese border city of Vila Real de Santo António. Seville is the furthest permitted destination.

Cross-border authorisation costs €50 and must be requested when booking or at the counter before travelling to Spain.

No. Málaga, Cádiz, Granada, Córdoba, and any destination beyond the authorised 150 km area are not permitted.

The vehicle becomes uninsured, and you become fully responsible for all damage and associated costs.

No. Travel to countries other than Portugal and the authorised area of Spain is not permitted.

No. The vehicle may not be driven in Madeira or the Azores.

No. The vehicle may not be transported by ferry or boat.

A single long-term rental contract may run for a maximum of 30 days. After 30 days, you must visit one of our offices to sign a new contract and provide a new security deposit.

No. Commercial use, including Uber, taxis, transfers, and wedding transport, is strictly prohibited.

No. The vehicle may not be sub-leased or loaned to anyone who is not an authorised driver named on the rental agreement.