F.A.Q.

At TopCar, we pride ourselves on offering transparent prices with no hidden costs. You’ll find all the relevant information displayed in real-time during the booking process.

After selecting the office, pick-up and drop-off dates, and the driver’s age, top-car-hire.com/en will show you the available vehicle groups and their prices at the time of enquiry or booking. Once you complete the booking process, you’ll receive a final confirmation via email.

Prices may vary depending on availability, options selected, and any special offers that may be available.

We recommend booking in advance.

Included in the rate displayed on top-car-hire.com/en:

• Unlimited mileage.
• Taxes.
• Basic protection: This includes compulsory third-party liability insurance (TPL), collision damage waiver with excess (CDW), and theft protection with excess (TP). See terms and conditions for details.
• One additional driver.
• Baby seats, child seats, and booster seats.

Not included in the rate displayed on top-car-hire.com/en:

• Super Cover (SCDW): An extended protection that reduces or eliminates the excess. See terms and conditions for details.
• ISOFIX seats.
• Roof rack for a surfboard.
• Third and additional drivers.

The minimum age to hire a car is 21.

• However, for some vehicle groups, the minimum age is higher than 21. When booking, please specify the driver's age so we can show you the available groups. If you don't meet the minimum age requirement for your reserved car, we’ll do our best to provide you with a vehicle with a lower age restriction.
• If you’re between 21 and 25 years old, an additional charge applies. During the booking process, you must select your age so the fee is automatically added to the total price.

Your driving licence must be valid in Spain and have been issued at least 3 years ago.

When you pick up the vehicle, you’ll need to present a credit or debit card* that matches the name of the person who made the booking or the additional driver.

*Additional conditions:

• If you're paying with a debit card, you'll have to leave a deposit, even if you've purchased our extended protection.
• Certain vehicle groups may require a credit card.
• The following information must be legible on the card: (i) the cardholder's full name; (ii) the card number; and (iii) the expiry date.
• Prepaid, rechargeable, or virtual cards, as well as card payments via electronic devices, may not be accepted.
• We may not accept deposit payments from cards that present administrative difficulties in processing refunds.

Contact us for further information.

If you book through our website, the full payment for the car rental will be made at the counter upon your arrival.
 

If you wish to cancel a booking made through our website, you can do so free of charge at https://top-car-hire.com/en/cancel-booking. You will need to enter the booking number we sent you in the confirmation email, your last name, and the office where you were going to pick up the vehicle. We also appreciate it if you let us know the reason for the cancellation. If you cancel your reservation, you will not be charged, but we kindly ask that you do so in advance. If the cancellation is completed successfully, you will receive an email confirming your reservation has been canceled.

If you wish to modify your reservation, you can call us at +34 828 91 31 18. You can also send us a message via https://top-car-hire.com/en/contact by selecting the option "I have a booking" and then "Amendment." Please remember to include your booking number and let us know what changes you'd like to make.

The Basic Protection included in your rental price provides the following coverage:

• Compulsory third-party liability insurance (TPL): This covers any damage you might cause to third parties with the vehicle.
• Partial collision damage waiver (CDW): This limits your liability to the excess amount for damage to the vehicle's bodywork.
• Theft protection (TP): This limits your liability to the excess amount in the event of the vehicle being stolen.

When you collect the vehicle, the excess will be charged to your card as a guarantee of compliance with your obligations.

If you’d like to reduce or eliminate the excess amount, you can purchase our Super Cover (SCDW), which provides wider protection and coverage for the vehicle. See question 7 for more information about Super Cover.

*Please refer to question 9 and our general rental terms and conditions for details on what is not covered by any protection policy, nor limited to the excess amount.

Super Cover (SCDW) is an optional extended cover that protects: a) Wheels, tyre-rims, and punctures; b) wing mirrors, rear-view mirror, windows, and windscreens; c) Lights (headlights, tail lights, and indicators); d) Roadside assistance and towing; e) Aesthetic damage to the bodywork.*

This coverage provides more protection and is the best option for your trip.

The price of Super Cover (SCDW) is displayed during the booking process. When you add it to your booking, the cost will be shown based on the number of days of the rental and the vehicle group you have selected.

If you purchase Super Cover and pay with a credit card, in most cases, no deposit will be required. If you pay with a debit card, the deposit will be limited to €200. Exceptions may apply to bookings for luxury vehicle categories.

*Please refer to question 9 and our general rental terms and conditions for details on what is not covered by any protection policy, nor limited to the excess amount.

With the Basic Protection, you'll be charged an excess amount when you collect the vehicle. We also refer to the excess deposit as an "excess amount" or a "security deposit". It serves as a guarantee of compliance with your obligations.

You will be charged in Euros (€) and the amount may range from €200 to €3,000. The excess amount for each vehicle is shown during the booking process. 

If you wish to reduce or eliminate the excess deposit, you can opt for our Super Cover (SCDW), which provides greater protection and coverage for the vehicle. See question 7 for more information about Super Cover.

*Please refer to question 9 and our general rental terms and conditions for details on what is not covered by any protection policy, nor limited to the excess amount.

1. Items not covered:

The following vehicle parts are under no circumstances covered by any protection policy, nor are they limited to the excess amount.

• Roof, chassis, and underbody of the vehicle.
• Vehicle keys
• Interior of the vehicle
• Internal components and systems, including but not limited to the transmission system, clutch, gearbox, engine, and steering system, among others.

2. Negligence or breach of the rental conditions:

Damage caused by negligence or violation of the rental conditions is not covered by any protection policy and is not limited to the excess amount under any circumstances.

The following are examples provided for illustrative purposes and are not exhaustive: 

• Driving in areas unsuitable for vehicles, in restricted zones, on unpaved roads, or on paved roads with significant defects that could damage the car.
• Transporting or driving the vehicle off the island where it was rented without prior authorisation from TopCar.
• Using the incorrect fuel for the vehicle.
• Failing to comply with the traffic regulations applicable in Spain at the time of rental.
• Driving the vehicle while fatigued, unwell, or under the influence of alcohol, medication, or drugs, as well as reckless driving.
• Using the vehicle despite dashboard warning lights indicating a potential risk.
• Allowing the vehicle to be driven by individuals not authorised by TopCar.
• Acting in bad faith or deliberately causing damage or harm to the rented vehicle or our company.

You can find more information in our general rental terms and conditions. If you have any questions, please call or email us.

When you return the vehicle, we’ll ensure it is in the same condition as when you collected it, with the same fuel level, reasonably clean in line with responsible use, and returned at the agreed time.

If all conditions are met, the excess deposit will be refunded. The refund may take up to 15 business days to appear in your account, depending on your bank.

We process both the charging and refunding of the excess exclusively in Euros (€). We are not responsible for any differences in the refunded amount due to currency exchange rate fluctuations.

You can request an authorisation to move the vehicle between the islands of Fuerteventura and Lanzarote only. Please note that the vehicle must be returned to the island where it was originally rented.

An additional charge may apply, payable at the counter.

For all other islands, transporting the vehicle outside the island on which it was rented is not permitted.

If you transfer the vehicle without prior authorisation from TopCar, any incidents that occur outside the island where it was originally rented will not be covered by any protection. In such cases, you will be responsible for all costs arising from the incident, including those exceeding the excess amount, as well as the costs of returning the vehicle to the island of rental.

Yes, we offer a vehicle pick-up service outside our usual office hours.

- Service hours: This service is available for pick-ups between 23:00 and 01:00; however, at airports that close before 01:00, the service will only be available until the airport closing time.
- Service cost: There is an additional charge of €30.

When selecting a pick-up time within this time slot (23:00 - 01:00) during your online booking, an “out-of-hours service” charge will be automatically added to the total price of the booking.

If your flight is delayed and you have provided your flight number when booking, our staff will monitor your arrival. We will wait to hand over the vehicle as long as the flight lands before our closing time (01:00 am). Please note that, since the handover takes place outside usual hours (from 23:00), the €30 "Out-of-hours service" charge will still apply.

If you expect a delay, please inform us as soon as possible by calling +34 828 91 31 18.

Please park the vehicle in the designated car parking for rent-a-cars, in one of the TopCar parking spaces. If our office is closed, deposit the key in the secure drop box located next to our office in either the terminal or car park. Never hand the key to an unknown person.

For out-of-hours returns at our Playa del Inglés (Gran Canaria South) and Costa Adeje (Tenerife South) offices, please contact us in advance, and we will provide instructions.

Yes, you can return the vehicle outside office hours at no extra cost, provided you have correctly indicated the return time in your booking. Conditions vary depending on the airport or office.

Airports with 24-hour return

You can return the vehicle at any time, at no extra cost, at:

- Gran Canaria Airport (LPA)
- Tenerife South Airport (TFS)
- Lanzarote Airport (ACE)

These airports remain open 24 hours a day, so you will be able to access the car park, park in one of our bays, and place the key in the secure drop box.

Airports with limited return hours
At the following airports, you can only return the vehicle within the airport terminal's opening hours:

- Fuerteventura Airport (FUE): between 05:00 and 23:59
- Tenerife North Airport (TFN) and La Palma Airport (SPC): between 05:30 and 23:30

Outside these hours, the airports are strictly closed, so it is not possible to access the terminal or the car park to return the vehicle.

How to return the vehicle at airport offices

1. Park the vehicle in the designated car hire car park, in one of our bays.
2. If the office is closed, place the key in the secure drop box located next to our office in the car park or terminal.
3. Do not hand the keys to anyone outside the company.
4. When the office reopens, our staff will check the vehicle.
a. If everything is in order, no further action is required. If you have left a deposit, we will arrange for its refund within the next 7 days.
b. If we detect any issues requiring your attention (for example, new damage, fuel discrepancy, or other incidents), we will contact you to inform you and resolve the matter.

Resort Locations

- Playa del Inglés (South Gran Canaria)
Please note: Out-of-hours returns are not available at this location. You must return your vehicle during office opening hours.

- Costa Adeje (South Tenerife)
You may return your vehicle at any time. For out-of-hours returns, please follow these steps:

1. Park: Leave the vehicle in the public car park opposite our office. Address: Av. Rafael Puig Lluvina, opposite the Victoria Shopping Centre (CC Victoria), 38660 Costa Adeje, Santa Cruz de Tenerife.
2. Ticket: Leave the parking ticket clearly visible on the dashboard.
3. Keys: Place the keys in the secure drop box located next to the car park reception.

If you'd like to extend your rental agreement, you can call us on +34 828 91 31 18.

You can also visit one of our offices or send us a message via https://top-car-hire.com/en/contact and we'll get back to you as soon as possible.

If we accept your request to extend the rental agreement, we will apply the current web price and send you a link via SMS or email to complete the payment.

Please note that if you don’t request the extension in a timely manner, fail to complete the payment, or if we cannot approve your request due to availability, you must return the vehicle on the date and time stated in your rental agreement.

We offer this service for hotels located in the southern area of Gran Canaria at an additional cost of €40 for either pick-up or drop-offs at the hotel (Pick-up + Drop-off = €80).

If you’d like to use this service, select the Gran Canaria South office during the booking process and request it in the comments section. Please include the hotel’s name, address and any other relevant details.

Please note that this service is subject to availability. If it is confirmed, it will not be included in your online rate and will be charged when you collect the vehicle from us.

Yes, you must return the vehicle with the same amount of fuel it had when you collected it. This fuel policy is known as "Same-Same" or "Fair Fuel".

If you have any specific requirements or special requests regarding fuel, please mention them in the "Comments" section during the booking process.

Our fleet consists of over 100 different vehicle models, classified by groups and categories. The vehicle displayed is an example of a model within that group. We will do our best to provide you with the selected model, but this is not guaranteed unless you have reserved a group with the "guaranteed model" label.

If the model shown as an example isn't available, we will provide you with a similar one. In exceptional cases where a similar model isn't available, we will offer you a vehicle from a higher category for the same price.

Unfortunately, we do not offer refunds for unused days or services.

The second driver is free of charge if you book through top-car-hire.com/en. The second driver must meet the same requirements as the primary driver of the agreement.

If you wish to add a third driver (or even a fourth, which is the maximum), you can do so during the booking process and the price will be added to the total.

Standard seats and boosters are free of charge if you book through top-car-hire.com/en and include them during the booking process.

The following guide will help you choose the seat that best suits your needs:

• Baby Seat or Infant Carrier. Group 0/0+. From 0 to 13 kgs (22 lbs). From birth up to approximately 1 year old.
• Child seat. Group 0/1. From 9 to 18 kgs (20 to 40lbs). For children up to 4 years old. 
• Booster seat. Group 2/3. From 15 to 36kgs (11 to 5st 9lbs). For children over 4 years old. Boosters can be with or without a backrest. 

If you wish to rent an ISOFIX seat, you can add it during the booking process and the price will be displayed. This type of seat is subject to availability.

You can book a roof rack to transport one (1) surfboard.

Please note that roof racks are only available for certain vehicle groups. This option will appear for eligible groups during the booking process, allowing you to select it as an extra and view the price.

We are unable to guarantee that we will provide you with either a fixed or permanent roof rack, which may be soft, portable or foldable.    

Please remember that you are responsible for any damage to the vehicle or to third parties caused by the surfboard.

When booking one of our vehicles, you can see the number of small or large suitcases that fit in each one. We have estimated this number assuming that all the seats in the car will be occupied. If not all seats are occupied, the car would have more space for luggage.

The sizes are based on standard travel dimensions:

• A small suitcase could be a cabin suitcase (approximately 10 kgs or 22 lbs)
• A large suitcase would be a suitcase checked into the hold (approximately 23 kgs or 51 lbs)

If you need to get in touch with us, please don't hesitate to:

1. Call us on (+34) 828 918 113
2. Send us a message via https://top-car-hire.com/en/contact
3. Visit us at any of our offices. Check our locations and opening hours.

Our website, top-car-hire.com uses encrypted communication to send private data.

Your details are kept strictly confidential, under the most stringent security measures. (Please see our data protection policy.) Your details are only used for the booking process, and to ensure you are dealt with efficiently on your arrival.

For the appropriate purposes, please be informed that the list of consumer dispute resolution tools is available at the following link: https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights#inline-nav-2. Additionally, in accordance with the provisions of Law 7/2017, regarding alternative dispute resolution in consumer matters, please be informed that the list of accredited entities is available at the following link: https://cec.consumo.gob.es/CEC/consultasReclamaciones/comoReclamar/viaExtrajudicial/ral/entidadesAcreditadas.htm

The full rental amount for the vehicle must be paid at the desk of the selected office when collecting the car. No advance payment will be required.

You must present the following upon collection:
1. The booking voucher or your booking confirmation number.
2. A Passport or ID card and driving licence for the main driver and any additional drivers.
3. A valid credit or debit card in the name of the main driver or an additional driver.

Yes, at TopCar we accept both credit and debit cards (Mastercard, VISA, and American Express). However, please be aware of two important conditions if you use a debit card:

A deposit will be required, even if you have purchased our "Súper Cover" extended protection.

For certain vehicle categories (groups), a credit card may still be mandatory.

In the event of an accident or breakdown that leaves the vehicle undriveable, our roadside assistance team will manage the situation. Please note that a replacement vehicle is not guaranteed; it is subject to availability and the specific circumstances of the incident. Please contact our office directly to discuss your case.

For reasons of hygiene and to ensure the comfort of all our clients, smoking is not permitted inside our vehicles

No. Our vehicles are intended exclusively for driving on paved roads. Driving off-road is strictly prohibited, and any damage resulting from this use (to the undercarriage, tyres, bodywork, etc.) will not be covered by any of our protection and will be the driver's full responsibility.

No. The use of our vehicles is strictly restricted to the territory of the Canary Islands. It is not permitted to take the vehicle on a ferry or other transport to the Iberian Peninsula, the Balearic Islands, or any other country

The driver is solely responsible for any traffic offences committed during the rental period. If we receive a fine notification, we are legally required to identify the driver to the authorities. You will then be required to pay the fine directly to the relevant authority.

If you believe you have left something in the vehicle, please contact the office where you returned the car immediately. We will do our absolute best to locate it. While we cannot accept liability for lost property, we will keep any found items for a limited time for you to collect.

Yes, you can hire a car for a single day. However, please note that the rental charge is always based on a standard full-day rate.

If the keys are lost or stolen, your first priority is to ensure the car is secure where you left it. Contact the TopCar team immediately, and we will advise you on the next steps. Please be aware that the customer is responsible for the cost of replacement keys.

At TopCar, we operate a "Same-Same" (or "Fair Rate") fuel policy. You must return the vehicle with the same amount of fuel it had when you collected it. If you return it with less, you will only be charged for the missing fuel at the current market price.

Yes, you are welcome to travel with pets, provided you indicate this when booking the vehicle. Please note:

You are responsible for the safety of the pet during the journey.

TopCar is not liable for any fines related to transporting animals.

You are responsible for any damage (interior and exterior) caused by the pet, as well as any specialist cleaning required.

Your safety is our priority. In the event of an accident, please follow these steps:

1. Secure the area by activating the geolocated V16 hazard beacon found in the vehicle's glove compartment.
2. Wear the high-vis vest if it is strictly necessary to exit the vehicle.
3. Call 112 immediately if anyone is injured.
4. Contact our Roadside Assistance team on +34 828 913 118, selecting the option for "vehicle incident" (Hours: 07:00–23:00). Alternatively, you can contact us via our website form or chat.
5. Send photos, your location, and details of the accident via WhatsApp to the number shown on the vehicle's key ring.
6. Fill out the Accident Report Form (Parte Amistoso) found in the glove compartment, collecting all details from the other vehicle involved. Do not admit liability if you are unsure. Keep a copy of the report or take a photograph of it and send it to us via WhatsApp.
7. Call the Guardia Civil (062) if you cannot reach an agreement when filling out the report, so they can attend the scene of the accident.

Yes, we are currently adding electric vehicles (EVs) to our fleet. If you hire an EV, please note:

- Charging: We will provide full details on charging points and payment methods upon collection.

- Range: The vehicle is supplied with a minimum charge level of 80%.

- Return: You may return the vehicle with any level of charge.

You can request your invoice at any time using the contact form on our website. Please provide your booking or contract number and your billing details, and we will email it to you as a PDF as soon as possible.