FAQ Car and Van Rental

Locauto’s online rates are competitive, transparent and, most importantly, give you the ability to configure your rental as you prefer, booking or pre-paying for all the services and accessories you want. This way your rental experience will be serene and without surprises.

Yes. The “Out of Hours” reservation is an extra service that gives you the opportunity to pick up a Car or Van up to a maximum of 90 minutes after the rental office closing time. The service is subject to confirmation and costs 30 euros plus airport/railway charges (where applicable) plus VAT. To request an Out of Hours reservation, call +39.02.430201.

This option is not currently available.

Yes. With the Locauto Month+ offer, the booking engine allows you to reserve a Car or Van online for up to 365 days. For longer rentals, call +39.02.430201.

Yes, during the winter months Locauto has availability of cars equipped with winter tires within its fleet. You can reserve them online or by contacting the Reservation Center(+39.02.430201).

This option is currently not available for online reservations. In any case, if you have special requests, please contact the Reservation Center(+39.02.430201): we will do our best to assign you the type of food you want!

If you are a registered user, you can download the App, log in, go to the “My Reservations” section, select the reservation you want to change, make the changes you think are necessary, and follow the steps indicated. If you are not a registered user, contact the Reservation Center (+39.02.430201).

If you are a registered user, you can download the App, log in, go to the “My Reservations” section, and select the reservation you want to cancel. If you are not a registered user, contact the Reservation Center(+39.02.430201).

Changing your reservation is always free of charge, however, if you change relevant reservation data (e.g., group booked, or drop-off date) the system may not guarantee you the initial rate. Reservation cancellation is free of charge if made before 48 hours prior to car pickup and entitles you to a refund of any prepaid amount. Cancellations made within 48 hours prior to the rental will incur a €50 cancellation fee. See the Booking Conditions for more information.

Should you fail to show up to pick up the Car or Van without cancelling your reservation, you will be charged a penalty fee equal to the full amount booked (and possibly prepaid).

Your liability, better known as the “deductible,” varies depending on the type of vehicle booked and the level of protection purchased. To find out what deductible applies on the group you want to rent, make a quote on the Website or App and read the specific conditions referring to each group. Remember that while booking online, you can choose from various protection services to reduce or eliminate the damage and theft deductible for both Cars and Vans.

Locauto offers you 2 options: you can choose to completely eliminate liability for car damage and theft by purchasing the Don’t Worry package, which also includes Extended Roadside Assistance and Accident Protection. Alternatively, you can opt for Smart Cover protection, which, at a lower cost, eliminates liability for damage to bodywork, glass, windows and wheels and for car theft. You can purchase these products online at the website, on the App or at the time of car pickup.

Locauto allows you to choose from 3 options: SecurVan Coverage completely eliminates theft liability and partially reduces damage liability, leaving a non-eliminable deductible of a minimum of €300 and a maximum of €500. Super SecurVan Coverage allows you to eliminate not only the theft deductible but also the damage deductible. Remember, however, that SecurVan and Super SecurVan Coverage do not cover accidental damage caused to the cargo area, roof and underbody of the van, for which the customer is always fully responsible regardless of the level of protection purchased. Finally, SecurLoad Coverage covers only damage accidentally caused to the cargo area of the commercial vehicle and can be purchased separately or in combination with either of the previous two covers.

Any personal insurance taken out by the customer with third party companies is valid only between the customer and the contracting company. In the event of theft or damage to the rented vehicle, therefore, your liability to Locauto cannot take this insurance into account, and will be governed by the terms of the type of rate, the level of protection purchased, and the General Rental Terms and Conditions.

Yes, the service is called Accident Protection (PAI), and it guarantees, among other things, a maximum reimbursement of up to 100,000 euros in the event of accidents suffered by the driver while driving the Car or Van. The maximum amount is reduced to 50% for drivers over 75 years of age. This optional service can be purchased online or at the time of pickup. See the additional services section for more information.

To rent a car or van with Locauto you must have a credit card in the driver’s name. Debit cards are accepted for all car and van groups, except for L and T groups for which a credit card is required. Only cards belonging to the international Visa, Mastercard, Amex and Union Pay circuits are accepted.

For traditional and Elefast cars, Locauto does not require a security deposit. For vans, the required deposit is 500 euros for all types of vehicles. In case of purchasing the “Super SecurVan” deductible elimination service, the required deposit is 100 euros. It is important that when the vehicle is picked up, the available credit card ceiling is sufficient to cover the required deposit, in addition to the cost of the rental (if not prepaid) and any services purchased locally.

Yes, debit cards can be accepted for all car and van groups, except for L and T groups, for which a credit card is compulsorily required. Only nominal debit cards belonging to the international circuits Visa, Mastercard, Amex, Union Pay will be accepted.

No, the rental amount cannot be paid in cash. An internationally recognized named credit or debit card (Visa, Mastercard, Amex, Union Pay) in the name of the rental agreement holder is required.

Drivers who have had their license for less than 36 months can rent only BY and CY category cars by booking the “Locauto Young” rate. By selecting the age on the booking engine and deactivating the flag related to the driver’s license, the website will offer you a quote with the dedicated rate for new drivers. However, you cannot rent a van if you have held your license for less than 36 months.

When you pick up your vehicle, you will need to have your driver’s license, identification, and a credit or debit card in your name with you for the security deposit. If you do not reside in a European Union country, your passport will also be required. To be safe, it is always helpful to also bring a hard or digital copy of your voucher or booking confirmation.

Drivers between the ages of 22 and 24 are allowed to rent a car in categories B, C, D, E and F, provided their driver’s license has been valid for at least one year. Drivers in this age group are required to pay a mandatory “Young Driver Fee.” By selecting your age group in the online booking engine, the rate that is returned to you is already inclusive of this fee. Drivers who have been licensed for less than 36 months can only rent BY and CY category cars with the “Locauto Young” rate. By selecting the age on the booking engine and deactivating the flag related to the license, the website will offer you a quote with the dedicated rate for new drivers.

All vans in the Locauto fleet can be rented by drivers who are 21 years of age or older. In all cases, possession of a category B driver’s license for at least 1 year is required.

There is no maximum age limit for renting with Locauto. However, Locauto always reserves the right not to hand over the car if, upon pickup, the driver does not show adequate faculties for driving.

Yes, even more than one, provided that all drivers are present when the vehicle is picked up and are included in the rental agreement as “additional drivers.” Additional drivers must meet the same age and license requirements as the primary driver. The “Additional Driver” service may be subject to a daily fee: make an online quote to check.

During the winter months, winter equipment on board is mandatory on much of the Italian road network. To enable you to travel in compliance with the law, chains are already included in web rates.

Yes. At the time of signing the rental agreement, the second driver must be present at the rental counter to show his or her documents and register his or her information and driver’s license.

You will be able to change your reservation by calling +39.02.430201. Alternatively, when you pick up your vehicle you can ask our staff for a larger vehicle, either a car or a van. In case of availability, you will be able to rent it by paying an additional fee on site.

Normally Locauto cars are new and in excellent condition. However, if the car or van has scratches or minor damage, these will be noted on the “Check-out” form that will be shown to you and sent to you at the time of pickup and which you will be asked to sign for acceptance. In this way, you can be assured that pre-existing damage will not be challenged at the time of return.

It is always advisable to call the police, but if this is not possible, it is necessary to note the events that occurred with the other party and fill out the CAI (Constatazione Amichevole di Incidente) form, which is provided on all cars. This form must be given to our staff at the time of return and advanced in electronic copy as soon as possible to the rental office. If the vehicle is no longer running, call the roadside assistance service (from Italy and abroad +39 0243020450) and follow our operator’s instructions.

When returning the vehicle, you should inform our rental office staff, who will assess the extent of the damage and – if possible – also the amount. Remember that if you return the damaged vehicle without making any kind of statement, your behavior will be considered negligent and you will be held liable for the full amount of the damage. See the General Rental Terms and Conditions for more information. If the vehicle is not running, call roadside assistance immediately (from Italy and abroad +39 0243020450).

You must immediately go to a public authority and file a complaint. After that you must go within 24 hours of the incident to the nearest Locauto rental office to deliver a copy of the complaint and the keys to the vehicle. Remember that the rental agreement will be considered concluded only when you hand over the complaint and the keys to the vehicle.

You need to be careful in low temperatures: when it drops more than 10 degrees below zero there is a risk of freezing of the diesel fuel inside the engine. To avoid problems, we recommend that – before you reach your destination – you immediately refill your vehicle with antifreeze fuel, which is usually available at gas stations in mountain resorts. Alternatively, you can put antifreeze additive in the tank, which can be purchased at any gas station.

Locauto cars can be driven at no extra cost in all countries that are part of the European Union. They can also be driven in Norway, Switzerland and the United Kingdom. In countries not included in this list, driving is prohibited. In the event of a claim or technical stoppage in one of the countries where driving is not permitted, the deductible reduction/elimination services and roadside assistance do not apply. Therefore, the customer is held fully responsible for the damage, theft and any vehicle recovery costs.

No, this service is not available.

You can go to the rental office where you have scheduled to return the vehicle, where you will be guided by our staff through the closing procedures. Remember, however, that if you have prepaid the rental, unused days are non-refundable.

In the event of a breakdown, or even following an accident that makes the car unroadworthy, you can call the roadside assistance number (from Italy and abroad +39 0243020450) and follow our operator’s instructions. We will do everything possible to enable you to resume your journey as quickly and safely as possible. It is important in any case that you also inform the rental office as soon as possible of the incident.

It depends on the type of rate you booked or agreed upon when you picked up the car. Normally, online rates include unlimited mileage unless otherwise specified. Keep in mind, however, that if the rental exceeds 30 days, a maximum allowable limit may apply and you will have to pay an extra charge for each excess mileage, which can be consulted on the Special Conditions and is also stated on the title page of the contract.

It depends on the type of rate you booked or agreed upon when you picked up the van. Online rates allow you to choose between 50 or 100 km per day or unlimited mileage. If the rental exceeds 30 days, a monthly limit ranging from 3,000 to 6,000 km applies. In the case of excess kilometers, you will have to pay an extra charge for each extra kilometer, which can be found on the Special Rental Terms and Conditions.

In case of a delay in the drop-off date and time than scheduled, please promptly inform the rental office where the drop-off is scheduled, or the Reservation Center(+39.02.430201). Remember that the rental rate is calculated from 24 hours to 24 hours, so in case of drop-off beyond the scheduled date and time, an extra day will be charged.

Yes, out-of-hours return is possible at all airport rental offices and city offices where the service is enabled. Remember, however, that the customer is held responsible for safeguarding the car until the office reopens, at which time the rental contract will be considered effectively concluded. To check if the service is available, please consult the information posted on the page of the website dedicated to the rental office where you intend to return the car or van.

After-hours drop-off involves certain arrangements that we ask customers to observe, which vary depending on the drop-off rental office. For detailed instructions, please see the information for the specific rental office, available on this website.

Our cars are routinely delivered with a full tank of fuel, and we ask our customers to return them with a full tank. If for some reason you are unable to refuel the vehicle before returning it, refueling will be done by Locauto: for this service a surcharge is charged in addition to the cost of the missing fuel. If you want to avoid the hassle of refueling before drop-off, at the beginning of the rental you can purchase the “Full Prepaid” service: in this case you can return the car with any fuel level, without further charges to you, but any fuel not consumed cannot be refunded to you. Ask our rental office for more information before you pick up the vehicle.

Yes, but we ask you to inform the rental office or the Reservation Center (+39.02.430201) as soon as possible. Dropping off at a different station from the one where you picked up the car will incur an extra charge, called “Trip to drop off,” the amount of which is indicated in the Special Rental Conditions.

No, this service is not currently available.

Once you have ascertained the extent of the damage and-if possible-the amount of the damage, you will be offered the option of immediately reimbursing Locauto for the amount of the damage, according to the Web Auto and Van Damage List. Payment can be made at the same time as the car is returned, through the credit (or debit) card you will have provided as collateral.

When you return the car or van, you will be greeted by our parking staff who will invite you to check the condition of the car together. In the event that any damage or missing parts not present at the beginning of the rental period are found, you will be held accountable for the related amount, as per the Car and Van Damage List

You may raise your grievances with the parking staff and-if you feel so inclined-raise a complaint with Online Customer Service, available on this website.

Contact the rental office where you returned the car as soon as possible and provide as many details about your contract as possible. Our staff will take immediate action to recover the lost item and-if it is found-will provide you with pick-up instructions. Keep in mind that you will have to arrange for the retrieval of the item at your own expense.

The authority that issued the fine (Municipal Police, Traffic Police, Carabinieri, etc.) sends the fine to Locauto, as the company that owns the vehicle. Locauto is not required to pay the fine on behalf of the customer, but it does communicate the driver’s details to the authority that issued the fine. Locauto charges a penalty, the amount of which varies depending on the offense as stated in the Special Rental Terms and Conditions.

The invoice will be emailed to you at the end of the rental period. If you do not receive it, you can retrieve it either through the private area of the website and App, or by accessing Online Customer Service.

If you need to contact customer service for information, clarification, or to report a service disruption, you can use Online Customer Service. Our operators will review your request and get back to you as quickly as possible.

Yes, in order to join the MyLocauto Friends program, you need to register on the MyLocauto portal and complete your profile by filling out your user registry.

As early as the booking after your last hire you can enjoy the benefits of the new level.

Yes, even in the immediate, and automatically Locauto will assign the membership level.

If you do not wish to continue as a member of the MyLocauto Friends program, simply go to the MyLocauto Friends section and proceed to unsubscribe.

No, the client always retains beginner level privileges. However, should he or she accrue enthustiast and/or expert privileges, he or she would be downgraded to the starting level (beginner)

Membership in the MyLocauto Friends program is valid until 12/31/2025 and as long as you decide to stop being part of the program.

No, it will only ever be considered as one rental.

No, should you wish to use the discount code from an active promotion, the discount will be applied to the base rate and not the rate in your MyLocauto Friends tier.

No, for all car rentals of 30 days or more (monthly and/or multi-monthly) you are not eligible for benefits under the program. However, rentals of 30 days or more allow you to compete for the next level.

Yes, for all rentals, from 1h up to 29 days you can take advantage of program benefits.

Yes, if access to the profile is not by company invitation. Corporate hires count toward the level and give you access to the benefits provided by each level for personal hires.

Yes, van rentals allow benefits in relation to the membership level (applicable only on the 200km/day mileage rate) and concur to achieve other levels (qualifying rentals).

Yes.

No, rentals made through channels other than direct Locauto channels only contribute to the formation of the membership tier (qualifying rentals) but will not be eligible for tier membership benefits.

You can take advantage of the benefits provided by the MyLocauto Friends program from all direct Locauto channels: website, Locauto Rent app, Customer Center and rental offices.

No, if you are already enrolled in the MyLocauto Friends program, simply provide the operators present with your Driver ID (available in the MyLocauto Friends section) or your call sign.

Once you are enrolled in the MyLocauto Friends program, Locauto checks the number of rentals you have made (qualifying rentals) in the past 365 days. Based on the total number of rentals achieved, you will be assigned the corresponding level. Beginner, from 0 to 2 rentals; Enthusiast from 3 to 5 rentals; Expert from 6 rentals.

You can view your level through the MyLocauto Friends section by logging in with your credentials to the MyLocauto restricted area.

The three levels of MyLocauto Friends are: Beginner, Enthusiast and Expert.

Benefits vary according to your membership level: the higher it is, the more exclusive the benefits will be. More information here.

Yes, membership in the MyLocauto Friends program is completely free.

Joining the program is simple: once you create your MyLocauto profile, you can access the MyLocauto Friends section.