FAQ

FAQ MFlex Rent a Car

1. MFlex Rent a Car
2. My Booking
3. Driver’s Requirements, Rules & Regulations
4. Insurances
5. Payment Methods, Deposits and Approvals
6. Fuel policy
7. Before booking
8. On picking up the car
9. I’ve got my car!
10. On returning the car

1.MFlex Rent a Car

Who are we?

MFlex rent a car is the mobility solution of M Automocion (Member of V.T Holdings).  One aim in mind; easiness on hiring.

What makes us different?

Because MFlex means flexibility and freedom on choosing the vehicle that suits you best. From the best Premium to 100% electric to the newest SUV, you name it.

Do I get the best deal with MFlex?

Yes indeed! There are no hidden costs, what you book is what you get.

How do I contact you?

By Phone :+34 900 104 842
By Email: bookings@mflexrentacar.com
By Whatsapp: +34 659 994 571

Or just pop into one of stores.

2. My Booking

What is included in the quote/price?

Unless otherwise stated, the rental quote/price displayed on the final page when booking online includes:

Daily rate
Statutory taxes
Additional extras (if selected)
All surcharges and fees (if applicable)
What payment methods are accepted by MFlex?

All major credit cards – American Express, MasterCard and Visa.

No Debit cards are accepted

What is NOT accepted as a form of payment?

·         Pre-paid cards

·         Visa Electron cards

·         Electronic use only cards

·         Maestro cards

·         Cheque

·         Cash

·         The amount that will be authorized includes the rental price as well as all additional charges and extras.

How do I amend or cancel a reservation?

Just drop us an Email at; bookings@mflexrentacar.com, quoting as a reference your booking number and the modification you need. Changes are subject to availability only. We’ll get back to you within the next 12 working hours.

Does price change if I modify my booking?

Please note all amendments are subject to availability and current pricing.

When is the latest I can modify my booking?

Amendments can be made to reservations up to 24 hours prior to the start of the rental

Is there any charge for the amendments?

Amendments can be made to reservations up to 24 hours prior to the start of the rental (subject to availability) at a fee of 28€ (exclusive of tax). However, if the rental cost increases as result of the amendment then we do not charge the amendment fee.

Please note all amendments are subject to availability and current pricing.

I have rented a car with MFlex, can I extend the Rental Agreement by phone?

Only one extension can be done over the phone per rental (+34 900 104 842), and it has to be the first extension. Extensions can be done up to 5 days by phone. A new approval for the security hold may take place. Any extensions beyond the extended 5 days must be made/agreed directly with the renting branch.

How do I amend or cancel a reservation?

Amendments or cancellations can be made via our Reservations Team; bookings@mflexrentacar.com.

When can I book a car?

There two ways of booking an MFlex car:

·         Online: 24 hours in advance.

·         By phone: 1 hour ahead.

3. Driver’s Requirements

What proof of identification (ID) / documentation do I need to bring with me when collecting the vehicle?

1.    A valid driver’s license for all named drivers, valid for a minimum of 12 months. Driver’s licenses printed in non-Roman alphabet (Arabic, Chinese, Cyrillic, etc.) must be accompanied by an international driver’s license. Any driver’s license originating from countries not part of the international driver’s license treaty must also be accompanied by an official translation.

2.    Renters not from the EU must provide a valid, government issued, secondary form of identification such as a passport.-

3.    A contact telephone number

4.    An Email Address.

5.    Flight number just in case you want us to pick you up at the airport.

6.    A credit card (security deposit will be held)

How old do I need to be to drive a rental vehicle?

The minimum to rent with MFlex is 21-24 years of age and held license for a minimum of 2 years.

All drivers (including any additional drivers) have to be in possession / have held a “valid” driver’s license for a minimum of 24 months to rent with MFlex.

IMPORTANT – Further restrictions apply dependent on driver age and type of vehicle required. (please check with us on the +34 900 104 842.

4. Car Rental Insurance Policies

What’s the coverage with the regular rental?

Third party liability comes as a standard. Does not cover though, any damage caused on the MFlex car apart from the excess indicated on every car group.

What’s out of any insurance?

Damages caused underneath, top or any part related to wheels are out of any coverage. They will be considered as negligence so all the cost repair will be down to the driver’s responsibility.

When will I be charged the cost of repair for damaged to a vehicle?

Our Damage department will contact you as soon as they can to advise you of the details.

What is an Excess?

Put simply, if you hire a car and it gets damaged or stolen, the ‘Excess’ (sometimes called the ‘Deductible’) is the amount of money you have to pay the rental company upon returning the vehicle.

What’s the minimum excess applicable?

Minimum excess applicable is 300€ plus VAT excluding damage claim fees and insurance report fees.

What is LDW (Loss Damage Waiver)?

Loss and damage waiver coverage. It relieves any or part of the customer’s responsibility for loss of or damage to the rental vehicle, provided the vehicle is used in accordance with the terms of the rental agreement. LDW is offered with a standard excess amount. Certain exclusions may apply.

If SCDW is applied, your liability for any damage caused to your rental vehicle will be limited as indicated in your rental agreement.

CDW and the SCDW do not apply for damage to the vehicle: resulting from non-compliance with the obligations stated in the rental agreement which is not explicitly reported, whether or not the damage is a result of a road accident or not. Resulting from a serious or intentional failure on the part of the lessee or the person to whom they answer; from a war, riot or act of terrorism (including collective acts of violence).

Any damage to the vehicle’s interior that is not the result of a traffic accident will not be covered by any kind of liability reduction. The same is the case when the lessee has shown evident negligence when declaring the accident.

If you have not chosen CDW or SCDW, you accept full liability for any damage to your rental vehicle. You will therefore be required to pay the cost of repairs or the full cost of the vehicle in the event of a write-off.

What’s TP?

By opting for the TP, your liability for the theft of the vehicle and/or its parts will be reduced as indicated in your rental agreement.

What’s PAI?

Personal Insurance or PAI, you can opt for additional individual accident cover when you sign your rental agreement. More information on this cover and the exclusions to these two policies can be obtained upon request from the Mflex rental office. ( it might not be available all the time)

5. Payment Methods & Deposits

Means of Payment Accepted?

MFlex accepts major credit cards:

American Express, Diners Club, Mastercard and Visa.

– In some cases, payment may be made with:

MFlex Full Credit vouchers

MFlex prepaid vouchers Cash/cheques

– Even if using a Mflex prepaid voucher (with a specified value or the mention Group Days), you must also present a credit card for the charges which have not been prepaid (extras, refueling   charge, excess due in case of damage to or loss of the rented vehicle.

– For luxury models you may also be required at certain locations a second credit card and / or utility bill dated within the last 3 months from the same address

May I hire in cash?

Nop! Sorry.

May I use a Debit Card?

Nop! Sorry.

May the credit card holder be different from the driver?

Nop! Credit card holder must be the main driver of the rental.

Second credit card required? when?

Yes! . For luxury models you may also be required at certain locations a second credit card and / or utility bill dated within the last 3 months from the same address

If my credit card is not in Euros?

MFlex operates in Euros. If your credit card is on other currency, exchange fees may apply.

What is the difference between an approval and a deposit?

An approval is an amount held on your credit card, and may be used for the deposit.  This amount will show as a pending amount on your card until the rental is completed. Once the rental is complete then the deposit will be released to your card.

What deposit would I have to leave?

In general, credit card authorization of a minimum of $200 plus the amount due for the rental will be taken as an authorization for security purposes. The authorization will be higher for specialty vehicles. For debit cards a deposit of $200 plus the cost of the rental will be taken. These funds will not be available to you during the rental.

The rental location may also perform a credit check or may require additional qualifications in accordance to local policies to determine whether the renter qualifies for a rental of a luxury vehicle. The renter must meet the minimum criteria determined by the location to qualify.

Note: Depending on the banking institution the amount is not immediately debited but held on the   cardholder’s bank account until the final rental charge amount has been debited. When the vehicle is returned, the invoiced amount will be charged to the credit card provided, unless you (the renter) present another form of payment.

What deposit would I have to leave?

In general, credit card authorization of a minimum of 150€ plus the amount due for the rental will be taken as an authorization for security purposes. The authorization will be higher for specialty vehicles.

The rental location may also perform a credit check or may require additional qualifications in accordance to local policies to determine whether the renter qualifies for a rental of a luxury vehicle. The renter must meet the minimum criteria determined by the location to qualify.

Note: Depending on the banking institution the amount is not immediately debited but held on the cardholder’s bank account until the final rental charge amount has been debited. When the vehicle is returned, the invoiced amount will be charged to the credit card provided, unless you (the renter) present another form of payment.

How long after my rental finishes will it take for my deposit/ approval to reach my account?

Please allow up to 10 business days for the funds to clear and become available in your account.

Can I book a vehicle and pay for it even if I will not be the person who will be collecting and driving it?

No, the credit card holder who is paying for the booking has to be the main driver, as this will be stated on the Rental Agreement. Please refer to Sixt Prepaid Terms and Conditions.

6. Fuel Policy

Do I need to return the car back full of fuel?

We strongly recommend you to do so, when you collect your MFlex hire car it will have a full tank of petrol. Return it with a full tank after your trip and there’s nothing to pay.

Can I leave the vehicle empty of fuel?

Yes, but the refueling cost will be charged to you at a rate significantly higher than the average pump price.

What stands for refueling charge?

If you return your car rental without a full tank will you incur the costs not only for the price of gas, but you must pay a service charge to refuel the vehicle as well.

What fuel my car uses?

Please make sure before refueling that you read carefully your key holder indication. If not sure about, please contact to +34 900 104 842.

7. Before booking my car

Is the rate showing the final one?

Yes indeed, shows the rate including the extras you’ve chosen.

May I pick up the car in one place and return it in another?

Yep! It might though be applied the one way charge.

Can I return my rental vehicle if the Enterprise location is closed?

Airport locations;

Will allow returns after hours and will have procedures in place for your early or late return. Please check with the rental location when picking up your rental vehicle for exact procedure.

Please Note: Vehicles should be returned to the same location where picked up unless prior arrangements have been made with the original renting location. If you drop off your rental vehicle at the airport but did not originally pick up your vehicle at the airport, an additional drop fee may be charged.

“Non-airport locations”

Require that their rental vehicles be returned during normal business hours.  If you want to return a vehicle when the branch is closed you must check with them when picking up your vehicle to determine if an “after hours” service drop box is available. Doing so will help you avoid additional charges

Please Note: A vehicle that is returned after hours will not be checked in until the next business day. If returning after hours when a branch is closed, the customer is responsible for the vehicle until the satisfactory check in of the rental vehicle the next business day..

Is there any Airport Concession Fee?

It all depends on the pickup time. Please contact to us and we’ll let you know. It very much depends on the rental.

Does MFlex deliver cars to my door or my Hotel?

Of course!!!!! That’s called “Home/hotel Delivery Service”. To find out more, please contact to us and let you more!!!

Where’s Mflex at the airport?

Our stores are just 4 minutes away from any Airport. Indicate you flight number in your booking and will pick you up at the terminal. To find out more, please call us.

Who might drive my car?

Only the main driver is covered to drive one of our rental vehicles but any number of additional drivers can be added to your booking.

Additional drivers are allowed, if the following criteria are met:

All additional drivers must meet the same renter requirements as the primary renter.

Additional drivers must appear at the rental counter with the primary renter.

Additional drivers must present a valid driver’s license.

Additional drivers must present a major credit card in their name at the time of rental, or meet the location’s cash qualifications requirements.

An additional daily fee will apply for additional drivers.

Additional drivers must be added at the rental location.

How much is the fee for an additional driver?

This fee will vary by age and car driven. Please check with us to find out more.

What’s the mileage policy?

As a Standard all rates come with 500 kilometres free. Any excess there’s a charge per kilometre indicated in your rental agreement (it very much depends on the car group you’ve rented)

Can I choose a specific make and model of car after making my reservation?
OF COURSE!!!!!!
What make us different from the rest is that what you’ve booked is what you get!
Automatic or Manual transmission?

We have both, but we must let you know that 80% of our fleet is automatic. Just drive!

Full day or hours charge?

Let’s be simple. Days are our fraction charge unit.

How long can I have the same car hired for?

Due to legal restriction, up to 85 days a rental agreement can be under the same method of payment and the same registration number. Once reached that period of time, if you willing to continue, we’ll change over the car for and equivalent one.

8. On picking up the car

Can MFlex refuse to hire me a car?

Should you do not gather the necessary requirements of permits, credit cards deposit or simply do not comply with the minimums MFlex keeps the own right to refuse to rent a car, even though a booking is confirmed.

What if I’m late?

We’ll keep the booking alive for 59 min. Later tan that Mflex keeps the right to cancel it.

What if my flight/train is late?

Don’t panic then. Call us on +34 900 104 842 and let us know!

Do I need to check the car before drive off?

C’mon! Let’s do thing properly. We’ll be checking the car together. Any dents or damages we might find in the car before drive out will be indicated in your rental agreement.

9. I’ve got my car.

Do I need to queue to get my car????

Nop! Your time is precious for you so for us is ours! Provided that you where so accurate on filling up the form with the required info on the booking process, we will pick you up at the terminal indicated and drive you to our store, where your rental agreement and car will be ready for you.

Any geographical restriction?

Yes! It depends on where and which car you booked. On check in out let us know please

I have been involved in an accident, what should I do?

What to do in the event of an accident is shown on your Rental Contract, Rental Jacket & Damage Report.   You will find a damage report in the glove box of the vehicle.

·         Stay calm and make sure to stay out of harm’s way.

·         Contact police to obtain a police report. Dial 911.

·         Obtain information on all parties involved in the accident.

·         Take photos of surrounding area, intersection and vehicles involved. Use caution when taking photos.

Complete damage report with as much information as possible.

If vehicle is not drivable, please contact 901 100 128 or +34 91 452 29 12

I have an issue with my rental vehicle, who can I contact?

If you experience any mechanical or damage issue with your rental vehicle during the rental period, please contact 901 100 128 or +34 91 452 29 12

What if my car gets stolen?

Quick!!! Call 091 and let them know as well as us!

What if my car gets brake into?

Call the police immediately. Press charges with all details as possible.

Remember. MFlex insurances do not cover any personal belongings left in the car.

How do I know that my car has been towed away?

In Spain usually Met Police leaves a sticker with the number plate of the car on the floor where your car was parked. Call the local police to find out more. They will lead you on the process.

Can I be late on returning the car?

We stringy recommend you to be on time, even though; MFlex is giving you 59 minutes grace period. Later than that, one day more will be charged. Rate to be applied is under MFlex discretion.

10.  On returning my car.

What do I need to do on returning my car?

We kindly invite you to check it along with us. Just 3 more minutes that will help any issues later!

After returning my car. Is there any more charges?

MFlex is got the right to charge you should any traffic violation is informed within the rental period the car was under your responsibility. This process goes along with fine fees that will be charge on the credit card provided.

Is there any traffic fine fee?

Yes indeed! Our service is externalized so the fee will be applied should any administration paperwork is required.