FAQ

◾ When picking up the car
 It's advisable to thoroughly review the rental agreement's terms and conditions before signing. If you notice any inconsistencies between the deal's details in the voucher and those in the rental agreement before signing, please inform us immediately.

Ensure that all essential documents are present in the rental vehicle, including the vehicle's registration, insurance documents, contact information for emergencies, as well as items like a warning triangle and a tire repair kit for emergencies, among others. Also, confirm that any existing damages or scratches on the vehicle are accurately recorded in your rental agreement.

◾ When returning the car
 Ensure the car is returned in the same state as when it was initially collected. This includes a full tank of fuel, cleanliness, and no new damages. If the car is returned in a condition different from how it was received, be aware that the rental company may impose fines and handling charges.

Your vehicle reservation will be maintained for a maximum one hour beyond the scheduled pick-up time noted on your voucher.

In case of an anticipated delay in your arrival, it's important to promptly inform the car rental pick-up location (their contact information is provided on your voucher). Failure to notify the pick-up station may result in the vehicle being released and a possible no-show fee from the rental company.

Navigating toll roads can vary across different destinations.
In countries like Austria, Switzerland, Slovenia, and Hungary, it's necessary to buy a specific decal known as a vignette at the border for freeway travel. This applies even if you're merely transiting through these nations.

Be aware that not having the correct vignette can lead to substantial fines.
In nations such as the USA, Italy, France, Norway, and others, tolls can be paid at designated booths when entering or leaving the highways. Alternatively, you can opt for a special device that's installed in the vehicle, facilitating automatic toll payments and avoiding the need for cash or waiting in long lines.

It's advisable to research the toll payment methods in your intended destination before renting a vehicle. Additionally, please inform both us and the rental agency in advance if you intend to drive the rental car across international borders.

Unfortunately, returning the vehicle prior to the conclusion of the rental term does not entitle you to a refund for the unused days.

In the event of a vehicle breakdown:
Immediately get in touch with the rental agency or their provided roadside assistance. You can find their contact information (which is a toll-free number) either on your rental agreement, attached to the car keys, or within the vehicle's manual. Assistance will be provided to you at the earliest convenience.

Keep in mind, while the assistance number is often toll-free, using your personal mobile phone may incur additional charges that the rental company might not cover.
Should the vehicle require towing to a service station, the rental agency will give you the necessary instructions.

In the event of an accident or collision:
It’s crucial to file a report with the police and promptly notify the car rental company, adhering to their guidance. You should prepare a detailed report that includes information about any other involved parties. If your rental agreement includes the Ofran Plus upgrade, these documents will be necessary for submitting your reimbursement claim.

Please be aware that the deposit charge typically utilizes a credit line and does not represent a direct debit from your account.

This deposit is generally returned within one week following the conclusion of your rental period, and should reflect in your account within 14 business days.

When you are cited for a traffic violation, the local authorities will request your contact information from the car rental agency so they can forward a notice regarding how to pay the fine.

Be aware that car rental agencies impose service charges for providing your information to the appropriate authorities. These fees are typically listed on your rental agreement.

* fine Processed Through the Rental Agency - In instances where the rental agency receives and processes the fine on your behalf:

1. A handling fee for processing the fine (ranging from 20-50 euros) will be charged to your credit card. This fee is generally non-refundable.

2. The rental agency will inform you when the fine has been processed. You'll then need to wait for the official notice from the issuing authority to arrive.
Please ensure you follow the specified guidelines to avoid further complications.

I was charged in additional a fee for damages to the hired car. How can I request a refund?
If the rental firm has billed your credit card, adhering to the complete stipulations of the "Ofran Plus" initiative as outlined in Section F of the rental agreement's terms, Ofran will issue a reimbursement
.
This reimbursement will be processed within 14 business days following Ofran's (or its representative's) receipt of all necessary information.
It will be in new shekels, matching the sum actually debited by the credit card firm. However, the reimbursed amount will not surpass what the rental agency charged, and the maximum is capped at $2,500 (total amount).

To apply for the reimbursement, kindly complete the form available by clicking here (or at the link located at the page's end) and forward it to us via email at [email protected] or via fax at 076-8843336. Ensure you attach the vehicle hire contract with the car provider and a reference to the charge made by the rental service.  לשנות מייל וטלפון

Several factors could lead to additional charges from your vehicle rental firm: extra driver coverage, young driver insurance, baby or child seats, one-way rental charges, fuel (often accompanied by a refueling fee), an upgrade to a higher car class initiated by you, delayed car return, navigation system, ski or winter gear, insurance for cross-border travel, excess waiver, tolls or governmental charges, traffic penalties (or administrative fees), Passenger and Baggage Insurance (PAI), or any other additional services or insurances you opted for.

All extra charges will include relevant local taxes and mandatory fees.
Should the basis of the charge remain unclear, feel free to reach out to us with your concerns.

To expedite your inquiry, please provide details such as the charge amount and date, a copy of the rental agreement, and the vehicle rental reference number from Ofran / the voucher number.