Frequently Asked Questions about Car Rental

Choosing and renting your vehicle

CAN I CHOOS A CERTAIN CAR BRAND AND MODEL?

 

Usually, you can book a car by car group. You will see an example car representing the size and body style of the car you'll get. However, we cannot guarantee a certain brand. You can also choose the extras, like navigator or child seat, for your rental car.

 

Do you want to know more about our cars? See our fleet.

 

CAN I RESERVE ONE CAR FOR ME AND ONE FOR OUR FRIENDS?

 

Unfortunately, one renter can only have one car at time, because the renter is also the main driver of the car. This means that your previous rental has to end before you can pick up your next rental. If the customer has one of more overlapping rentals, we are entitled to cancel one or more of them.

 

WHO IS ENTITLED TO RENT A CAR?

 

The minimum and maximum ages to rent a car vary by country and by car group. In Finland, the person renting a car must have their driving license valid for at least one year - other gae limits do not exist. Some countries may charge an extra fee for young drivers. In Finland, this extra fee does not exist. The minimum age can aldo depend on the car you are renting, being higher for large cars and luxury models. 

 

In some countries (excluding Finland), a maximum age may exist or drivers over 70 year might face an extra fee. 

 

We recommend you to check the country-specific terms and conditions or to ask more from our our Service Center.

 

Extras

DOES MY CAR HAVE WINTER TIRES?

 

The available winter equioment depends on the renting country. Please check if winter tires or snow chains are needed in your rental country in the country specific terms and conditions or from our Service Center. 

 

In Finland, our cars have winter tires at least between November and March, depending on the weather. In North Finland, winter tires are in use for a longer time than in the south. If you need winter tires outside these dates, please let us know in advance. If you pick up the car in South Finland but plan to drive north, let us know about it so that you will have the right tires under your car.

 

DOES MY CAR HAVE A CHILD SEAT / ROOF RACK / NAVIGATOR?

 

All available extra equipment and services depend on the rental country and location. The easiest way to see available extras is to start renting at Avis website where you can see the available selection after choosing your location, dates and car. You can also read more about our extras under our website, in Terms and Conditions of the rental country or ask our Service Center. 

 

Child seats, booster seats and baby seats are available in most locations. In Finland, they come with Isofix

 

Roof racks and boxes are unfortunately not available in every location and not available in Finland, for example. If you have skis with you, ask our Service Center for a car with a ski hatch. 

 

WHO CAN DRIVE A RENTAL CAR? MUST THE ADDITIONAL DRIVER BE PRESENT WHEN WE PICK UP OUR CAR?

 

Unless agreed otherwise, only the person whose name is in the rental contract can drive the car. The main renter is also always responsible for the car. 

 

For an extra fee, you can name an Additional driver to your rental. This can be purchased online when making the reservation, or at the desk when you pick up the car. The Additional driver must present their driving license to our staff just like the main driver. Same age limits and requirements on driver's license apply to the Additional driver, too. 

 

More info about the Additional Driver.

 

CAN I TAKE MY PET IN MY RENTAL CAR?

 

Unfortunately, you are not allowed to take a pet in your rental car in Finland. Outside Finland, this depends on the country specific terms and conditions. If pets are allowed, it is the renter's responsibility to cover and protect the inside of the car. If car needs extra cleaning after a pet, this will be charged from the renter. 

 

Payment

HOW CAN I PAY MY RENTAL CAR?

 

You can pay your rental car when you book it online ("Pay Now" option) or on collection.

 

Please note that Avis Finland accepts only credit cards (Visa, Master Card, Amex) as method of payment. We will reserve a deposit on your credit card even if you had paid online. Depending on your bank, the deposit will be freed in 1-4 weeks after the car has been returned and we have inspected it. Even if you had already paid your rental online, you must still bring your credit card when you pick up your hire vehicle. This must be in the same name as the main driver, and the same card used to create your booking.

 

DO I NEED A CREDIT CARD?

 

The driver must present their credit card when you pick up your rental vehicle, even if you had already paid your rentail online. The credit card must be in the same name as the main driver, and the same card used to create your booking. In some countries, two payment cards from different credit companies may be required at the counter for higher-value vehicles. You can check this under country specific terms and conditions or from our Service Center. This is also highlighted in your booking confirmation.

 

 

I HAVE BEEN CHARGED MORE THAN THE SUM OF CAR HIRE, WHY IS THAT?

 

When renting a car, we will charge a deposit. Usually this sum equals to one tank of fuel or a certain percentage of rental. This is a deposit hold by your bank, and it will be freed when the hire car has been returned with a full tank and in good condition. Depending on your bank, the deposit will be freed within two to four weeks. The deposit will vary depending the country.

 

 

WHEN WILL YOU RELEASE MY DEPOSIT?

 

When renting a car, we will charge a deposit. Usually this sum equals to one tank of fuel or a certain percentage of rental. This is a deposit hold by your bank, and it will be released when the hire car has been returned with a full tank and in good condition. Depending on your bank, the deposit will be released within two to four weeks. The deposit will vary depending the country.

 

Avis releases the deposit as soon as we have received the car back and checked it. Depending on how quickly your bank will then process the deposit, the sum will be released to your credit card in 4 weeks, by latest. 

 

Collecting your rental car

WHAT DO I DO WHEN I PICK UP MY RENTAL CAR?

 

You can find the address, contact information and opening times of your location in your booking confirmation or at Avis.fi. Please be there at the right time - thus we have had time to prepare the car for you. Many locations are Meet&Greet locations. This means that they are not manned all the time but we will be there only to hand over and to receive cars. Thus, if your collection or returning time changes, please let us know. 

 

Please note that if you are late for collection without letting us know, we have the right to cancel your reservation and give the car to next renter after a reasonable waiting time. If you arrive by plane, let us know your flight number and we know if any changes occur. 

 

WHAT DOCUMENTS DO I NEED WHEN I COLLECT A RENTAL CAR?

 

When you pick up a rental car, have the following with you:

 

• Avis reservation number
  Our reservation number has six numbers, two letters and two numbers.  
• Valid driving license
  Both renter and possible additional drivers must present their valid driving licenses at collection. Without a driving license, we cannot give you the car. 
• Passport or other valid identification
  Prepare to proof your identity at collecion.
• Credit card
  A credit card is needed even if you had paid your rental in advance. We will reserve a deposit that will be freed after the vehicke has been returned. A debit card is not qualified for this.  

 

DOES MY RENTAL CAR COME WITH FULL TANK?

 

Yes, you will always get your rental car with a full tank.

You have three fueling options:

1. Return the car as it was, that is with a full tank.

2. Pay for the fuel beforehand, and you don't have to refuel.

3. Pay for the fuel afterwards, and we take care of refuelling. This is the most expensive option.

 

If you have a full-electric car, you will get it with at least 70% charge and return it the same way to avoid extra costs. 

 

Learn more about our fueling options.

 

Covers, insurances and excesses

DOES MY RENTAL CAR HAVE AN INSURANCE?

 

All our cars have mandatory insurances. However, the amount or excess (or the sum of money the renter has to pay in case of a theft or a damage) may vary based on the booking country and channel.

 

Find out more about our covers and excess

 

WHAT DOES AN EXCESS MEAN?

 

Excess means the maximum sum of money that the renter has to pay in case of a theft or damage with no third party involved. 

 

The excess will be charged from you only if something should happen to the car during your rental. The excess stated is the maximum meaning that the charge may be smaller dependng on the extent of damage and costs of repairment. Typical cases when we charge the excess could be a deer collision, broken windshield or if you hit a pole in the parking garage.

 

The excess will not be charged if the damage is someone else's fault. For example, if another car hits you when you have the priority, the damage will be covered by that driver's motor vehicle insurance.

 

The amount of excess varies by  car group. You can reduce it even up to 0€ with our Additional Cover services. Read more about excess and additional cover.

 

WHAT DOES BASIC COVER MEAN AND WHAT DOES IT INCLUDE? HOW MY RENTAL CAR IS COVERED IN CASE OF A DAMAGE OR THEFT?

 

The basic cover included in the rental fare may vary by country. We recommend you always check under country-specific terms and conditions, what is included in the fare. 

 

When you make the booking under Avis.fi, the basic cover is always included in the fare. It contains motor traffic insurance as well as basic damage and theft cover with a excess that varies between 1200 and 4000 euros depending on the car group.

 

If you reserve your rental car from a third party, like a travel agency or another retailer, you must check with them what their basic cover contains. The content may also vary in different Avis countries. For example, car rental reservations made in the US do no necessarily contain any cover but the renter is responsible for the full value of any damage to the car.

 

In addition to basic coverage, you can purchase additional cover for an extra fee that reduces or eliminates your excess. Additional cover may also include other safety and assistance services. Learn about excess and additional coverage.

 

WHAT DOES ADDITIONAL COVER MEAN AND WHAT IS INCLUDED IN IT?

 

Additional cover is a paid additional service that reduces your excess in the case of damage or theft. The service may also include other safety and assistance services.

 

The additional cover and its content depend on the place of purchase. If you purchase the service from a third party, such as a travel agency or another retailer, you should ask them about the content of the additional coverage. The content of the service may also vary in different Avis countries. For example, car rentals purchased in the United States do not necessarily include any coverage; the customer is responsible for the full value of any damage to the car.

 

In Finland, Basic Cover always comes with the rental car and includes motor liability insurance together with theft and damage coverage with a certain deductible, which varies between 1,200 and 4,000 euros depending on the car group.

 

In addition to this, you can purchase additional coverage for an additional fee. Super Cover includes a reduction of the excess to 400 euros (vans and minibuses) or its complete removal (passenger cars). Super Cover Plus includes, in addition to the reduction or removal of the excess, a Roadside Safety Net or extended roadside assistance that helps you with problems on the road. The prices of the services vary depending on the car class and rental period.

 

Please note that windshield protection is not included in the above services. You can purchase it separately.

 

Learn about the deductible and additional protection.

 

I MADE A BOOKING ONLINE ON SOME WEBSITE. CAN YOU SEE WHAT INSURANCES AND COVERAGE IT INCLUDES?

 

If the booking has been paid in advance to a retailer (for example Cartrawler, rentalcars.com), we do not see what the order includes other than the car rental. The retailer has the right to sell and define its own additional services, the profit of which go to the retailer. Therefore, we at Avis do not see them and do not know their content. Please check the content of the cover you purchased from your retailer.

 

Avis is only responsible for and can provide additional information about services booked through our own websites. Learn about our excess and additional covers.

 

I WENT TO MY RENTAL CAR AND NOTICED A SCRATCH THAT IS NOT LISTED IN MY RENTAL AGREEMENT. WHAT DO I DO?

 

We always check cars between customers. However, sometimes we don't notice damage to the car for one reason or another.

 

If you notice damage to the car, check to see if it is noted on your rental agreement. If there is no note about the damage, take a photo(s) of it that clearly shows the damage and send the photos and additional information about the damage (e.g. where it is) to the location where you rented the car. Their contact details can be found on your rental agreement. This way we know that the damage was on the car before your rental started.

 

Minor damage does not need to be reported. A key rule is the size of a two-euro coin - if the mark is smaller than this, it is usually considered normal wear and tear. If you are unsure, report the damage anyway.

 

If you do not report the damage immediately, we may assume that it occurred during your rental. So please check the car you receive as soon as possible, right at the parking lot.

 

Learn about deductibles and additional coverage.

 

Returning the car

HOW DO I RETURN THE CAR?

 

1. Return the car to the location and time stated in your rental agreement.

Please note that exceeding the rental period may result in additional charges.

 

2. Check that you collect all your belongings from the car.

Make sure that nothing is left in the glove compartment, door side pockets, seat back pockets or trunk.

 

3. Check that the car's tank or battery is full.

You must fill the car's tank at least to the amount it was at the beginning of the rental (usually full). You must fill the battery of an electric car at least 70% full. (The driving battery of a hybrid car does not need to be filled, only the fuel.) An additional fee and fuel costs will be charged for a low tank or battery.

 

4. Check that there is no damage to the car.

If the car has been damaged during your use or a non-urgent warning light has come on, please notify us as soon as possible upon return or when the office is closed, e.g. by email. This way we can check the car and fix any problems before the next user.

 

5. Leave the car in the parking space marked for Avis or in another designated place. Return the keys to the office or its key box.

 

You will have received instructions for returning the car when you pick it up. You can also find a return map for most of our offices, instructions on parking spaces and returning the keys on our website. Check them out.

 

Please note that in some offices (e.g. Helsinki city center Kamppi), returning the car outside the office's opening hours may require parking on the street in a paid parking lot. In this case, it is your responsibility to ensure that the car is in a permitted parking space and paid for until our office opens and we can pick up the car. The customer is responsible for parking fines until the branch opens.

 

The key is usually returned to our office/desk. If you return the car when the office/desk is closed, the office usually has a locked key box where you can leave the key. Please make sure that you return the key to the correct place and do not leave it accessible to third parties. Please note that not all locations can be returned to when the car is closed. Therefore, please return the car no later than the time stated in the contract so that we are open and can serve you as agreed. Instructions for returning the key can be found in the information for each location.

 

I RETURNED THE CAR WHILE THE DEPARTMENT WAS CLOSED. WHEN WILL I RECEIVE CONFIRMATION OF THE CAR'S RETURN?

 

Unfortunately, we do not provide confirmation of successful return of the car. If you do not hear from us, everything is fine. If you are unsure, you can naturally call our customer service or the location and ask. You can find the contact details on your rental agreement.

 

MY RENTAL HAS ENDED. WHEN WILL I GET A RECEIPT?

 

Your rental receipt will be ready 48 hours after the car has been returned and the rental has ended. If you have returned the car while the location is closed, the 48 hours start when the location opens and receives your car.

 

The quickest way to find your receipt is on our website at www.avis.fi or directly here. To download your receipt, you will need your rental agreement number or reservation number and the last name of the booker. Please check that you are using the last name under which the car was booked. Please note that we may not be able to provide a receipt for bookings made through third parties (e.g. travel agencies and other retailers).

 

Unfortunately, we are currently unable to automatically send your receipt to your email address, but you must download it from our website.

 

MY RENTAL HAS ENDED BUT THE DEPOSIT  IS STILL ON MY ACCOUNT. WHEN WILL YOU RELEASE IT?

 

Avis will release the deposit as soon as the car you returned has been received and checked to make sure everything is in order. At this point, we will end your rental agreement, you can download a receipt (after 48 hours) and we will release the hold on your account. Please note that if you return the car outside of opening hours, the process will only start when we return to work.

 

We will send your bank a notification that the deposit has been released. From here on, the timeframe depends on your bank. Unfortunately, we have noticed that some banks are very slow in processing the release of the deposit and we have had to ask our customers to expect a wait of up to 1-4 weeks.

 

If you would like to know how your bank processes the release of your deposit, we recommend that you contact your bank. Unfortunately, we cannot influence the matter once we have released the amount ourselves.