FAQ
Our most frequently asked questions, answered.
- You must be a non-EU citizen or EU citizen who has been living outside of the EU. If you are an EU citizen living abroad, you will need to send additional proof of residency outside the EU. Please contact us for additional information and which documents Renault will accept. Different lease durations apply if you are a tourist, on business or studying in Europe. Please contact us for more details.
- The driver must be 18 years of age and hold a full driving license valid for more than one year in the country in which they drive. (no maximum age applies). Renault Eurodrive suggests the acquisition of an International Driver’s License.
- Please contact us with the model that you would like to book along with your pick-up/return dates as well as pick-up/return location. We will then send you an order form to sign and return with your payment details and required documents. Please carefully check that the information is correct before signing the form.
- Once we receive the completed, scanned order form back from you, we will send you a confirmation along with pick-up instructions, a Renault Guide, and payment information approximately two-five business days later.
- The lead time to ship your car from the factory and register it to your name is about 30 days from the time you send us your signed order form and requested documents (if applicable). However, this time frame can vary based on a model’s production schedule and availability. We recommend booking your car as soon as possible to reserve your preferred pick-up date and model. Renault only releases a certain number of each model per year and the more popular models sell out quickly.
- Renault cannot reserve cars without your completed order form and documents.
- Our quotes include fully-comprehensive insurance, a new car warranty and 24/7 roadside assistance are all included in the price of your lease. The insurance covers civil liability, collision with zero-deductible, vandalism, fire and act-of-God, as long as the vehicle is being driven within the geographic domain of the insurance.
- As of 2019: Amsterdam, Andorra, Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lichtenstein , Lithuania, Luxemburg, Macedonia, Malta, Monaco, Norway, The Netherlands, Poland, Portugal, Romania, Serbia, Montenegro, Slovakia, Slovenia, Spain, Sweden, Switzerland, San Marino, United Kingdom, Vatican City. This list is subject to change.
- Renault currently has 26 delivery centers throughout Europe. Pick up and drop off in France and Geneva are included in your price. There is an additional charge to pickup and drop-off vehicles outside of France or Geneva. The delivery centers are Amsterdam, Barcelona, Bordeaux, Brest, Calais, Frankfurt, Geneva, Lisbon, Lyon, Madrid, Marseille, Milan, Montpellier, Munich, Nantes, Nice, Paris city, Paris CDG Airport, Paris Orly Airport, Porto, Rome, Santiago de Compostella, St. Louis / Mulhouse, Strasbourg, Toulouse, Vigo. (These locations are subject to change)
- Changes made 30 days or more before your pick-up date are subject to a 30 euro fee per change; changes with a notice of less than 30 days before the pick-up date will be subject to a 350 euro fee per change (please note, if the car has already been registered changes may not be available). This includes changes to your pick-up location, pick-up date, and car model.
- Cancellations made 30 days or more prior to your pick-up date are charged a 100 euro cancellation fee.. After this period, Renault charges a 1000 euro cancellation fee. If you place the order within 30 days of the pickup date, the 1000 euro fee would apply should you need to cancel your order. However, if you cancel the order with less than 30 days notice and re-booked for a later date you will receive a 400 euro credit on your next order.
- Please note that if notice of non-payment is given more than twice (such as a credit card refusal), Renault reserves the right to cancel your contract and charge the credit card on file the cancellation fee.
- If you return your car early, Renault will refund any unused days minus a fee of 10 days multiplied by your effective daily rate. (Note: there is a minimum lease period of 21 days). Please note, if you have received a promotion or discount of any kind and the terms of the promotion are not met (i.e. discount for booking a minimum of a certain days) the promotion/discount would be forfeit and would be assessed from any return amount.
- Extensions to your contract must be made directly through Renault. Their daily rates to extend your contract are significantly higher than the usual daily rate (approximately 30-40 euros per day). Therefore, we recommend booking the car for the longest period you think you may need it and returning early if necessary.
- Your insurance expires on the return date on your contract. You must extend your contract 10 days prior to contract expiration to ensure that your vehicle is insured during the days past your original contract dates.
- If you keep your car for longer than the contract period and have not called to extend your contract, Renault will charge your credit card on file for the additional days you used the car times their daily rates, which are higher than ours. You also risk not being insured in the case of an incident.
- If you would like to switch car models, you would have to follow the early return process for your current car and then follow the booking process to book a new car.
- If you change your pick-up location 30 days or more before your pick-up date and a 30 euro fee will be charged; changing the pick-up location with a notice of less than 30 days before the pick-up date will be subject to a 350 euro fee (please note, if the car has already been registered changes may not be available).. Renault ships the car from the factory to the delivery center specified in your contract.
- Renault allows payment by credit card or bank transfer and takes payment in full about 4-6 weeks prior to your pick-up date. (Please note, if you would like to pay by American Express there is a fee of 4% of total that will be added to the charge). If pick-up date is less than 4 weeks away, Renault takes full payment immediately.
- Please note, a 100 euro non-refundable fee is charged by Renault as soon as the order is confirmed and the remaining due is charged 4-6 weeks prior to pick-up.
- If you prefer to pay by bank transfer, please let us know and we will send you Renault’s bank transfer information once your car has been booked. You would need to send the bank transfer at least 4-6 weeks prior to your pick-up date. Renault will still need a credit card to hold the reservation and the 100 euro non-refundable fee will be charged to the credit card.
- Please call your credit card company to alert them that you will be making a foreign payment as they typically block large foreign transactions.
- If the order is booked less than 6 weeks prior to pick-up and you would like to pay by bank transfer, Renault will charge 1000 euros (non-refundable) to the credit card on file as soon as the order is confirmed; the remaining balance would be due by bank transfer immediately.
- Payment in cash or at the delivery center is not available.
- If you are flying into the airport, provide us with your flight number and time of arrival at least 4 working days prior to pick-up or on your order form.
- Once you arrive at the airport, call the toll-free number for your designated delivery center and a shuttle will pick you up at your terminal and take you to your car.
- If you are driving to the center or taking the bus or train, please call the center at least 4 working days before your pick-up or email us or the center your pick-up time. Walk-ins are by appointment in 30 minute windows. If you are taking the train to one of the airport locations, please contact the toll-free number for your designated delivery center and the shuttle will pick you up.
- We will send you more information with your order confirmation including contact information and address.
- You can drop off your car to any Renault delivery center on or before your contracted drop-off date. Your insurance expires on the drop-off date stated on your contract.
- Please directly contact the delivery center where you would like to drop-off your car at least working 3 days before drop-off to let them know what time you will be arriving.
- Any misuse of the vehicle will be invoiced to you and immediately charged to the credit card file. If the car is abandoned and not returned you will be charged to the credit card on file all costs incurred in routing the car to the delivery center including but not limited to parking, storage, etc. in addition to a 400 euro fee if the car is in France and a 600 euro fee if the car is in another country.
- To return your car early, first, drop off your car following the instructions above.
- After you have dropped off your car, email us with the date you dropped it off and please request from us a form to fill out with your bank transfer details. Please note that your bank may charge you additional fees and currency charges for bank transfers for which you would be responsible. For international transfers, the client is responsible for any potential fees.
- Refunds typically take 4 weeks to process after your drop-off your car and send us your bank information.
- You can drop-off your car to any delivery center within France or Geneva free of charge. You would just need to contact the delivery center at least 3 working days prior to your drop-off to schedule a drop-off time. The Renault Guide we will send you along with your confirmation lists all of the drop-off locations.
- Charges will apply for drop-off outside of France or Geneva. If you would like to drop off your car outside of France or Geneva but did not specify and pay for this option at the time of your booking, please email us to request authorization and make payment at least one week before your drop-off date.
- In case of an incident, call +33 (0)1 84 95 96 97, anytime, 24/7 and follow the instructions on page 5 of the Renault Guide which will be sent with your booking confirmation and pick up information.
- You MUST contact the insurance company for approval prior to paying for any car service or maintenance.Failure to do so could result in their non-reimbursement or delay in payment.
- Please have a written and signed document explaining the incident ready to send.
- If red or amber lights come on the dashboard, you must stop and call the assistance who will let you know how to proceed. If you do not do this or follow the assistance instructions, this is misuse of the vehicle and any repairs will be responsibility of the client and will be billed to the client’s credit card on file.
- Any misuse of the vehicle will be invoiced to you and immediately charged to the credit card file.
- Renault does not allow us to select your car color. The majority of cars usually come in neutral colors.
- All cars come with standard tires unless otherwise specified. If you would like to purchase winter tires for your car, you can do so after the car is picked up. Winter tires are usually available for purchase at a local tire store or dealership. Please be aware, the purchase of winter tires is at the registered driver’s own expense and the original tires must be on the car when it is returned.
- Please be aware, Mud+Snow Tires are not the same as winter tires.
- Tickets will be mailed directly to you at the address provided on your contract. You are responsible for paying all traffic tickets.
- Family members are fully insured (provided they qualify for the program). To allow a friend to drive the car, the person registered to the car must be present in the car. Neither Renault nor MBA Cars is responsible for issues arising between those persons sharing or lending cars and do not recommend doing so.
- If the car is booked under a Special TT contract only the registered driver can drive the car.
- Only the following people can pick-up your car for you by signing in advance a Proxy Form and taking with them a copy of your passport as well as theirs: father/mother, husband/wife, son/daughter.
