ALL FAQ 2

DO YOU HAVE HGS IN YOUR VEHICLES? HOW IS THE FEE PAID?
All our vehicles have HGS. When your rental is over, your HGS usage information is sent to us by Highways and it is collected from your credit card that you have made your rental. In the collection process, there are cases where late collection is made due to being connected to the Highways. In case of passing through the OGS toll booth with our vehicles with HGS installed, illegal passage occurs and is reflected on the user's credit card.
DO YOU HAVE 4X4 VEHICLES IN YOUR FLEET?
There are no 4x4 vehicles in our fleet. There are 4x2 vehicle groups in our fleet.
WHAT HAPPENS IF THE PERSON TO MAKE THE PAYMENT/HIRE THE CAR DOES NOT HAVE A LICENSE?
A person without a license cannot rent a car. The person renting the vehicle must have a driver's license and must make the payment himself. If he does not have a driver's license, he cannot rent, add an additional driver and get car rental service.
WHAT SHOULD I DO IN CASE OF AN ACCIDENT?
You can call the CITY CAR communication center on 0850 888 80 15 by informing the nearest police or gendarmerie station (the police report must be taken) without changing the location of the vehicle. Afterwards, you can obtain the accident report recorded by the police through the e-government system.
CAN I HIRE MORE THAN ONE VEHICLE?
You can only rent one vehicle at the moment. That doesn't mean you can't make another reservation. You can make a separate reservation for a different date.
WHEN WILL MY PRE-PAID RESERVATION REFUND MY CREDIT CARD?
If you qualify for a refund according to the refund conditions, your refund will be made automatically after you cancel your prepaid reservation on our website. It is reflected in your account within 3-5 working days due to the internal communication of the bank. In cases where renting is made with a foreign credit card, the reflection period of the refund in the account is 10-15 working days.
MAY I CHANGE MY RESERVATION?
If you have made a paid reservation through www.citycarsrental.com, we regret to inform you that no changes can be made, and we would like to remind you that the cancellation conditions apply for cancellation and refund.
For reservations made through the agency, it is necessary to contact the agency where the reservation was made.
For reservations made through our Reservation Center, you must contact our Reservation Center. If the vehicle is available, you can make changes to your reservation.
WHY CAN'T GUARANTEE BRAND, MODEL AND FUEL TYPE WHILE MAKING A RESERVATION?
Reservations are made through vehicle groups, so we cannot guarantee the brand, model, color and fuel type. Even if the customer asks for a guarantee, the brand, model, color and fuel type cannot be guaranteed, considering that an accident may occur or the maintenance will be carried out while returning from the car wash.
CAN I CHANGE THE RENTAL PERIOD AFTER I RECEIVE THE CAR I RENTED?
Of course, you can extend the duration of your daily rentals or deliver early. Our rental period is 24 hours, so if you deliver the vehicle on the same day, you will be charged with a 1-day fee. For your early deliveries, the price corresponding to the number of days used in the price table will be valid. However, we would like to remind you that the reservation amount is non-refundable for paid reservations. When monthly reservations are to be converted into daily rentals, they are calculated according to the daily price table. The monthly price is invalid.
DO YOU CHARGE FOR THE DAYS THAT THE VEHICLE IS IN SERVICE IN CASE OF AN ACCIDENT?
No, we don't. But the vehicle; It should not be used under the influence of alcohol, drugs or outside the legal speed limits. Otherwise, the person driving the vehicle will be held responsible for all damage. In case of an accident, the nearest police or gendarmerie station should be contacted without changing the location of the vehicle, and accident, theft and alcohol detection reports should be obtained. All kinds of damages, including material and moral losses inflicted on third parties, are paid by the lessor.
I DON'T HAVE A PERSONAL CREDIT CARD, CAN I HIRE?
The payment method for the deposit is only personal credit card and there is no cash payment or debit card application. He can only rent as an additional driver next to a different user who meets all the rental conditions. The credit card must contain the name, surname and credit card number of the person who will be renting.
CAN I CHOOSE THE COLOR OF THE VEHICLE? WHAT DOES 'OR LIKE' MEAN?
Our reservations are confirmed on a group basis, and the brand, color, model, fuel type cannot be guaranteed for the vehicles in the groups.
I'M NOT SATISFIED WITH THE CAR I RENTED, CAN I CHANGE IT?
If there is a technical problem with the vehicle you rented, please contact our Full Support Line. Apart from this, you can contact our office and rent a car.

If there is suitability in the group, you can change the vehicle.
CAN I HIRE WITH A CREDIT CARD WITHOUT NAME ON IT?
If there is no name, surname and credit card number information on the credit card, it cannot be rented with that credit card.
IS THERE A REPLACEMENT VEHICLE SUPPLIED IN THE CASE OF ACCIDENT?
You can call CITY CAR contact center on 0850 888 80 15.
CAN I BENEFIT FROM DISCOUNT AND/OR POINTS GAIN LATER IF I DON'T FULLY Fulfill the Campaign Conditions AT THE TIME OF BOOKING AND RECEIVING THE VEHICLE?
It is not possible to change the content of the rental after the reservation is made or the vehicle is received. Discounts cannot be made for the vehicle that has been received, or points cannot be earned later if it is included in the campaign.
THE VEHICLE GIVES A MAINTENANCE WARNING, DO I HAVE TO TAKE MAINTENANCE?
You can get detailed information by calling 0850 888 80 15 and reaching the full support line.
HOW MUCH WILL I CHARGE IF I RECEIVE MY VEHICLE RESERVATION TO USE LESS THAN 24 HOURS?
Since the minimum rental period is 24 hours, a minimum of 1 day is charged.
WILL MY DEPOSIT FEE BE REFUNDED?
The amount collected as a deposit at the end of the lease, if any, additional services, guarantees, missing fuel, damage, etc. It will be refunded to the same card after deducting the costs that are not included in the reservation. Deposit refunds are reflected on your credit card within 3-5 working days after the refund is made due to the internal communication of the bank. In cases where renting is made with a foreign credit card, the reflection period of the refund in the account is 10-15 working days. It can only pay with Master and Visa cards from international credit cards. The vehicles are delivered to the customer with a certain amount of fuel (Full, Half, Quarter). For vehicles returned with a missing or empty tank of fuel, the fuel difference is charged together with the service fee.
WHAT SHOULD I DO IF I HAVE ANY PROBLEM WITH THE WEBSITE OR MOBILE APPLICATION?
You can contact us by filling out the contact form via the Send Us a Message link.
TERMS OF PAYMENT
The total rental amount and security fees are collected at the beginning of the rental with the credit card of the person renting the vehicle. There is no cash payment, debit or virtual card application.

The rental agreement is opened during the rental and is arranged according to the laws and practices of the rental country. CITY CAR General Rental Conditions are valid for the rentals to be made.

The difference in the invoice amount that may occur at the end of the rental is collected or refunded at the rental point. The credit card holder must be present in person at the time of rental and return. It is not possible to rent with someone else's credit card. In addition to the rental fee, a certain amount of deposit is collected from the credit card presented by the customer, depending on the model of the vehicle to be rented. For this reason, it is necessary to have limit availability (up to the total cost of rent and deposit). The amount collected as a deposit at the end of the lease, if any, the above-mentioned additional services, guarantees, missing fuel, damage, penalty, etc. It will be refunded to the same card after deducting the costs that are not included in the reservation. Deposit refunds are reflected on your credit card within 3-5 working days after the refund is made due to the internal communication of the bank.
ONLINE PREPAID (PAY IMMEDIATELY) RESERVATION AND RENTAL
Online Prepayment/Immediate Payment means that you can pay your rental fee and the additional services you have chosen online, immediately. Online reservation page; whether the reservation is confirmed or not; It does not replace the car rental agreement. Rental is made on behalf of the person whose name is given in the Prepaid Reservation Form details.

Due to 3D security, it is not obligatory for the cardholder and the reservation owner to be the same person during online payment, but during the rental, the reservation owner must be able to present a credit card of his own and the deposit must be made.

If City Car is unable to provide the rental service due to its own reasons, it will refund the entire amount previously paid by the customer. For rentals to be made from City Car rental offices, the amount of prepaid reservations is limited to the amounts written on the City Car Prepaid Reservation Forms.
City Car Prepaid Reservation forms include additional services and assurances that our customers may request at the beginning or during the rental process, fuel, one-way, traffic fines and damage costs (in cases where the conditions explained in the section of what to do in case of accident and theft written in the rental agreement are not met), etc. Does not include expenses. For these costs, our customers are required to present a personal credit card during the rental.

During the reflection of the payments made to the credit card of our customers, all kinds of commissions, foreign exchange differences, service fees, etc. that the banks to which the credit card used belongs, for any reason, may apply. The costs are not the responsibility of the City Car brand.

City Car provides the rental service yourself.

If, for any reason, it is unable to deliver, it will refund the full amount previously paid by the customer.

City Car Prepaid Reservation amount includes the car rental fee and the additional services you have received during the reservation. At the beginning of the rental, a personal credit card must be presented for additional services and possible extras (HGS, fuel, traffic ticket, one-way, in cases where the conditions described in the section of what to do in case of accident and theft written in the rental agreement are not met, etc.).

Rental conditions for prepaid reservations are listed below.

Rental date, hour, vehicle information, rental office cannot be updated or changed in Prepaid reservations.
The total amount of the car rental fee booked with the prepayment option and the additional product and assurance packages you have chosen will be collected at the reservation stage.
The discount earned through a prepaid reservation cannot be combined with any other campaign.
In the case of a rental made with a prepaid reservation, if the rental period exceeds the period specified in the reservation form, the additional fee to be incurred is collected from the credit card presented by our customer at the beginning of the rental, over the list prices for the days of extension.
For prepaid reservations, unused days of our customers are not refunded if the vehicle is returned earlier than the reservation deadline.
For Prepaid reservations, if the reservation is canceled up to 1 month before the vehicle pick-up time, the entire rental fee will be refunded by City Car.
In Prepaid reservations, when the delivery time of the vehicle is between 4 weeks and 3 weeks, 25% of the rental fee will be deducted and the remaining amount will be refunded by City Car. (No refunds will be made for 3-day reservations.)
In Prepaid reservations, when the delivery time of the vehicle is between 3 weeks and 2 weeks, 50% of the rental fee will be deducted and the remaining amount will be refunded by City Car. (No refunds will be made for 3-day reservations.)
In Prepaid reservations, when the delivery time of the vehicle is between 2 weeks and 1 week, 75% of the rental fee will be deducted and the remaining amount will be refunded by City Car. (No refunds will be made for 3-day reservations.)
For Prepaid reservations, the rental fee is non-refundable for cancellations made 1 week before the vehicle is delivered.
In Prepaid reservations, the vehicles belonging to our customers will be kept for 2 hours from the pick-up time, and our customers will be able to receive their vehicles within these two hours. After 2 hours, the reservation will be canceled automatically by the system and no refund will be made.
Refund process for Prepaid Reservations varies between 3 and 5 working days, depending on the bank's processing intensity.
In order for the vehicles to be delivered to our customers in Prepaid Reservations, City Car General Rental Conditions and the following conditions must be fulfilled. If the following conditions are not met, the vehicle will not be allocated and the above return conditions apply.
The payment method for the deposit is only personal credit card and there is no cash payment or debit card application.
The deposit amount, which varies according to the rental type and vehicle group, must be provided from the personal credit card. The credit card must contain the name and surname of the person who will be renting.
In addition to the rental fee, there must be sufficient limit eligibility for the deposit amount to be placed on the credit card.
The person who will receive the vehicle must present his driver's license and his credit card to the City Car office.
In order to realize the Middle and Upper segment rental, 1 credit card must be presented.
The writings on the driver's licenses must be legible and the driver's license must not be worn.
T.C. If he does not write an identification number, T.C. ID must be presented.
Users with a foreign license must present their passport/country entry stamp to the office where they will be renting.
HOW DO YOU DISINFECT YOUR VEHICLES?
As City Car, from the beginning of the process, especially the World Health Organization and our Ministry of Health; We carefully follow the guidelines of national and international authorities regarding the spread of the virus. Considering meeting the needs of our customers as our most important duty, we want you to be confident that we will do everything in our power to ensure the safety of you and our employees.

In this process, we have compiled the questions and answers from you. If you have a different question that you cannot find the answer to on this page, you can use our Contact Center at 0850 888 80 15 between 08:00 and 17:00, our WhatsApp line and Web Chat channel, our Contact form around the clock, our e-mail address support@citycarsrental.com or social media. You can reach us from our accounts.

IS THERE A SITUATION WHERE THE DEPOSIT AMOUNT IS NOT RECEIVED?
Deposit for reservations madeThe fee is charged for each reservation. This amount varies according to the vehicle segment.
CAN I HIRE ON BEHALF OF SOMEONE?
It is not rented on behalf of another person.
WHAT HAPPENS IF I DELIVERED THE VEHICLE WITH LACK OF FUEL?
When the vehicle is delivered with insufficient fuel, fuel cost + 10 € service fee is paid.
WHEN DO YOU RECEIVE THE DETAILED CLEANING FEE?
When liquid beverage is spilled inside the vehicle or in the trunk (such as coffee, milk and cola),
On our journeys with our pawed friends,
When there is organic stain – (milk, formula)
Stains caused by weather conditions such as salt water, mud,
When there are oil and oil stains, including the floor and ceiling,
Due to the items stuck to the seat and not coming off (after the wedding glitter),
make-up marks,
Dense dust spots (construction, etc.),
When heavy smelling and odorless substances are transported (bacon, sausage),
When the baby seat is stained,
Food waste that cannot be cleaned with normal washing,
Detailed cleaning is applied to the vehicle for all kinds of dirt and stains similar to the above situations that cannot be removed with standard cleaning.
IS THERE A KILOMETER LIMIT ON YOUR VEHICLES?
Daily car rentals have the right to use 250 kilometers. There is a 5000 kilometer limitation for monthly car rentals. You can get detailed information from our Reservation Center.
HOW LONG IS AN OPTION APPLIED FOR VEHICLE RETURNS?
In case of delays in returning the vehicles, the option is only applied up to 59 minutes.
How do you provide the cleaning process during the pandemic?
All our vehicles are disinfected in detail after each use and during delivery.