In this section, we specify the general conditions applicable to bookings with ROIG Mobility (Rent a Car).
Exceptionally, offers, promotions, or web rates may apply that involve certain changes or modifications to the general booking and rate conditions. Therefore, it is important to carefully review the specific terms attached to any offers or promotions the customer wishes to take advantage of, as acceptance of these terms will be confirmed upon signing.
The customer receives the vehicle described in the rental agreement in perfect working condition, along with all its documentation, tires, tools, and accessories, and agrees to maintain them and drive the vehicle in accordance with the rules of the Highway Code as well as the provisions of these general conditions. Before taking the vehicle, the customer is entitled to have its condition checked in their presence.
The customer agrees to pay ROIG Mobility
1. The charges for the vehicle rental, insurance, and taxes as determined by the current ROIG Mobility rate, which has been previously communicated to the customer at the time of booking. The application of the initially agreed rate is subject to the vehicle being returned at the agreed location, on the specified date and time, and in the agreed condition. Rates may vary depending on the season and the rental office, so the customer is responsible for verifying the applicable rate prior to booking a vehicle.
2. Any other charges applicable to the customer, in accordance with the contractual and commercial terms offered by ROIG Mobility.
For models within the Premium category, a credit card must be presented at the time of vehicle collection.
The holder of the bank card used to pay for the rental must be listed in the contract, either as the main driver or as an additional driver.
Prior to vehicle collection, the amount corresponding to the fuel deposit will be blocked on the card and will be refunded at the end of the rental contract (see section 10 of the General Rental Conditions).
For bookings made through the website with payment at the office, the customer will have a maximum of 2 hours, counted from the scheduled start time of the booking, to collect the vehicle, unless they have previously notified a change in the pick-up time.
Payment via Smartwatch and Apple Pay is accepted, always in compliance with the conditions mentioned in section 3.2 of the rental conditions.
The payer must ensure that their bank card has sufficient funds at the time of vehicle collection to cover the rental payment with all contracted options. Additionally, if all-inclusive insurance has not been purchased, the corresponding excess will be blocked on the same card.
Only one bank card per contract may be used, and it must be nominative.
The payer is responsible for knowing the PIN of their bank card if paying with a card that requires it.
It should also be noted that, regardless of the payment method, if all-inclusive insurance has not been purchased, the corresponding excess will be blocked on the same card.
Payment of the vehicle rental and any additional expenses will be made in the currency chosen by the customer. However, the holder of the credit card presented must be listed in the rental contract as either the main driver or an additional driver.
The customer agrees to pay ROIG Mobility, after the end of the vehicle rental period, any amounts resulting from the following items:
The amounts arising from such items will be charged by ROIG Mobility directly to the customer using the electronic payment system or equivalent method employed at the time of vehicle booking, with the customer expressly authorizing ROIG Mobility to make such charges.
In all cases, ROIG Mobility will immediately inform the customer of the charge made and the reasons for it, providing all available information to the customer.
The amount charged to the customer for damages caused to the vehicle will be calculated based on an assessment carried out by an external appraisal service not affiliated with ROIG Mobility. If such an assessment cannot be conducted in advance, the charge will be based on a preliminary evaluation carried out by qualified ROIG Mobility personnel, according to the price list published in Annex I of these terms and conditions. The customer acknowledges the existence of this price list and agrees to its contents and amounts.
All of the above shall apply without prejudice to a subsequent settlement and adjustment, once a repair estimate has been obtained from a workshop or an appraisal has been carried out by an external assessment service not affiliated with ROIG Mobility.
The amount resulting from this assessment may not exceed the prices indicated in Annex I of these general conditions.
ROIG Mobility also reserves the right to charge the customer compensation for loss of profits due to the immobilization of the vehicle as a result of the damages sustained. This compensation will be calculated based on the number of days required to repair the vehicle, as determined by an external assessor not affiliated with ROIG Mobility. Alternatively, once the repair is completed, one day will be counted for every eight hours of labor performed by the repair shop. The daily rental rate agreed upon in the contract will be used as the basis for this calculation, as the immobilization days are considered equivalent to a failure to return the vehicle within the agreed period.
The customer’s maximum liability shall be the market value of the vehicle, based on the highest price listed in the Ganvam guide in effect at the time of the accident.
Returning the vehicle more than 30 minutes after the agreed end time of the rental contract will result in a charge equivalent to the cost of additional rental days, according to the current general rate.
If the vehicle receives a fine during the validity period of this contract, the customer shall be responsible for the payment of the fine and for any consequences arising from the violation, undertaking to hold the rental company harmless from any liability. Additionally, a €30.00 fee will be charged for the processing of fines.
This rate does not include the following items, which shall hereinafter be considered as “Extras”:
Airport pick-up and return: The surcharge for pick-up and/or return at the Palma de Mallorca Airport parking lot is €25 per service (€50 for both pick-up and return) under the Relax rate, and €15 for service (30€ in total) under the Smart Lock rate. Parking ticket costs at the time of vehicle collection will be borne by the customer, with an approximate maximum cost of €20.
5.4 Mileage Policy
ROIG Mobility’s rates include unlimited mileage. However, unlimited mileage is understood to refer to normal and reasonable use of the vehicle, consistent with the distances and typical mobility within the island of Mallorca, and may be subject to an indicative maximum average of 200 km per day over the entire rental period.
If, upon return of the vehicle, the mileage is found to significantly and repeatedly exceed this daily average, ROIG Mobility may consider that the vehicle has been used for an unauthorised purpose in accordance with Section 12 of these General Terms and Conditions (such as the paid transport of passengers, unauthorised commercial activities or driving outside the limits of the island of Mallorca). Such use shall be excluded from the coverage provided by the agreed rental rate. In such circumstances, ROIG Mobility reserves the right to charge €1.50 for each kilometre exceeding this average, in addition to any applicable penalties and liabilities under the remaining provisions of these General Terms and Conditions.
6.1 Rental Agreement Duration and Early Returns
The duration of the rental agreement is the period specified therein, indicating the date and time of vehicle collection and return. Rental days are calculated in 24-hour periods starting from the exact time at which the customer rents the vehicle until ROIG Mobility receives the vehicle, its keys and its documentation. The courtesy period for returning the vehicle is 59 minutes. The rental agreement may have a maximum duration of 90 days.
A customer who terminates the rental agreement early must notify ROIG Mobility by email within a maximum of 48 hours from the return of the vehicle, as an essential requirement for being entitled to a refund. Once the notification has been received, the amount corresponding to the unused rental days will be refunded, deducting the cost of one day’s rental (including taxes) as the agreed compensation. No refund will be issued if the cancellation is not notified by email within the specified period.
Likewise, if ROIG Mobility decides to terminate the rental agreement early before the scheduled date, the customer will be entitled to a refund of the amounts paid corresponding to the unused rental days, including taxes, without being entitled to claim any additional amount for this reason.
Cancellation conditions for prepaid bookings made through the ROIG Mobility website:
Summary of coverage included in each of the web rates:
| Smartlock | Relax | Basic | |
| SBsF (Basic insurance with no excess) | ✔ | ✔ | |
| SRC (Tire and glass insurance) | ✔ | ✔ | |
| SBcF (Basic insurance with excess) | ✔ | ✔ | ✔ |
| Mandatory liability insurance | ✔ | ✔ | ✔ |
The rental rates also include basic insurance, which covers damages to the vehicle as a result of:
The basic insurance includes an excess for such damages, for which the customer is directly responsible (see section 4 of the rental conditions). This excess must be guaranteed (i) by providing the corresponding deposit or (ii) by purchasing additional insurance.
Unless the customer contracts the optional supplementary coverage (all-inclusive insurance), they must provide a deposit, by credit or debit card, at the time of vehicle delivery. The amount of the deposit may vary depending on the car model chosen. In the event of an extension of the contract, the initial deposit amount must be increased in proportion to the additional rental days. The deposit, either blocked (credit card) or charged (debit card), will be released or refunded to the customer after the return of the vehicle, once ROIG Mobility has verified the good condition of the vehicle and proper performance of the contract. If the deposit is made by credit card, the maximum blocking period is 30 business days from the start of the rental. The deposit may be partially or fully withheld in case of breach of contract, to cover penalties or amounts attributable to the customer, unless the latter has contracted the optional supplementary coverage.
That the customer, in the event of a collision, provides ROIG Mobility within forty-eight hours after the incident with complete details of the other party and possible witnesses, by completing an accident report in the form of a “European Accident Statement” (DAA), detailing the registration number, name and address of the other party, the circumstances of the collision, a sketch of the accident, the name of the insurer and, where possible, the insurance policy number, all signed by both drivers involved in the accident; or, if such documentation is not available, the “Accident Report” provided by ROIG Mobility.
That the insurance company does not reject the claim as a result of the vehicle being driven in physical or psychological conditions not permitted under the Highway Code.
That the collision, theft, fire or act of vandalism did not occur during unauthorised use of the vehicle, as described in section 12 of these General Rental Conditions.
That the customer notifies ROIG Mobility of the collision, theft, fire or act of vandalism to the vehicle within forty-eight hours after the incident, providing the relevant documentation (accident report, police report, etc.).
That the customer holds a valid rental contract. Coverage is only valid during the rental contract period. In the event of late return of the vehicle, the coverage will be void.
Explicitly excluded from any of our coverages:
a) Damage to roofs and undersides.
b) Damage caused by any of the situations described in section 12 of the General Rental Conditions.
c) Tyre blowouts.
d) Damage caused by misuse of the clutch and gearbox.
e) Damage, loss or theft of vehicle accessories (V16 beacons, antennas, child seats, parcel shelf, charging cables, safety vests, etc.), in which case the full cost of replacement will be charged.
f) Damage to the soft top.
g) Damage, loss or theft of personal belongings. ROIG Mobility shall not be liable for items left in the vehicle upon its return.
h) Loss or breakage of the vehicle’s licence plate.
i) Damage to the upholstery and interior of the vehicle.
Furthermore, any coverage will be void in the event of an accident where the driver of the vehicle is not listed in the rental contract as either the main driver or an additional driver.
Damages caused by the customer that are not included in the contracted coverages and that result from irresponsible, reckless and/or negligent use must be borne by the renter, and this amount may exceed the applicable excess.
Any insurance contracted with intermediaries does not entail any coverage with ROIG Mobility, and it is the customer’s responsibility to claim any possible reimbursement of damages from the external company.
The customer will return the rented vehicle in the same condition in which it was delivered, along with all its documents, tires, tools, chargers (in the case of an electric or hybrid vehicle), and accessories, at the location, date, and time specified in the rental agreement.
At the time of return, the customer may request that the vehicle’s condition be checked in their presence.
This in-person inspection is subject to the local office’s public service hours.
The customer may not modify any technical characteristics of the vehicle, its keys, equipment, tools, and/or accessories, nor make any modifications to its exterior and/or interior appearance.
In the event of a breach of this condition, the customer will be responsible for the costs of returning the vehicle to its original state, without prejudice to any damages or losses incurred by ROIG Mobility due to the vehicle’s reconditioning, including the time the vehicle had to remain immobilized, as well as any other costs caused to ROIG Mobility.
In addition, upon the return of the vehicle, an assessment of its condition will be carried out, and it will be classified according to the appropriate cleaning level. Four different levels of cleaning are established based on the degree of dirt: general (1), special (2), severe (3), and very severe (4).
If the vehicle is returned and classified as special cleaning level (2), severe (3), or very severe (4), ROIG Mobility may charge up to €250 to cover the costs of treatment, cleaning, and immobilization of the vehicle.
The different cleaning levels and their costs can be found in ANNEX I of the general rental conditions.
Returning the vehicle on a date and time different from those established in the contract entitles ROIG Mobility to charge the rental amount corresponding to the additional days for the delay in return, as well as a penalty amount for the economic damages caused, which amounts to €30.00 per day of delay.
Returning or abandoning the vehicle at a location other than the one specified in the contract entitles ROIG Mobility to require:
ROIG Mobility reserves the right to take legal action as deemed necessary in the event of the vehicle’s disappearance or non-return, before the competent authorities, with the customer bearing full responsibility for any legal and legal consequences that may arise.
The unilateral extension of the contract duration by the customer will also be considered as unauthorized use of the vehicle for the purposes of the customer’s responsibility for any damage the vehicle may incur.
The vehicle must be returned at the location agreed by both parties. For all self-service returns, it is mandatory to complete the process via mobile phone and, in the event that the return takes place at the airport car park, the exact floor and parking space number must be specified.
The vehicle will be locked through the link provided via the messaging service selected by ROIG Mobility (SMS or any other similar service). For this purpose, the vehicle key must be left in the glove compartment, and during the process the customer will be asked to send a photo of the key and, if applicable, of the parking ticket.
If the customer does not complete the return process through the platform, a penalty charge of €100 will apply.
In case of connection issues or problems with the closing platform, the customer must contact the office to provide the parking space number so that the ROIG Mobility team can complete the process on their behalf.
ROIG Mobility’s fuel policy is full-to-full. At the time of vehicle delivery, ROIG Mobility will charge a deposit equivalent to the cost of filling the tank, which will be refunded at the end of the rental period once the fuel level of the vehicle has been checked.
This amount may vary depending on the selected model (the customer can check this amount in Annex II of these general rental conditions).
In case of an accident, the customer agrees to:
In the event of vandalism, fire, theft, or disappearance of the vehicle, the customer agrees to immediately inform ROIG Mobility of the incident and file the corresponding report with the relevant authorities, a copy of which must be sent to ROIG Mobility as soon as possible.
It is the customer’s obligation to use the vehicle with due care, in accordance with its characteristics, respecting the current traffic laws for motor vehicles, and avoiding, in any case, any situation that could cause damage to the vehicle or to third parties.
It is also the customer’s obligation not to allow any person other than those authorized under this contract to drive the vehicle, with the customer being directly responsible for any damage or harm caused to the vehicle or to third parties in such cases.
Any case that breaches the provisions in these paragraphs will be considered unauthorized use.
The customer will be fully liable, regardless of the coverage purchased, for damages caused to the interior and exterior parts of the vehicle due to unauthorized or negligent use, in which case they are obligated to pay all incurred costs in accordance with the provisions outlined in section 4 of these general terms and conditions.
Unauthorized or negligent use includes, but is not limited to, the following cases listed as examples:
Unauthorized use by the customer will entitle ROIG Mobility to terminate the rental agreement early due to the customer’s fault, and, if applicable, claim compensation for any damages and losses.
All customers and/or authorized additional drivers will be jointly liable for all the customer’s obligations arising from the contract and the applicable laws.
ROIG Mobility is not responsible for items that are stolen, forgotten, or lost inside the vehicle.
In the case of using the vehicle to transport children under three years old or older children who do not exceed a height of 150 centimeters, the customer must inform ROIG Mobility so that they can provide, upon payment of the corresponding rental fee and without anchoring it in the vehicle, the appropriate mandatory approved child safety seat according to the weight and size of the child or person who will use it. The installation of the seat will always be the responsibility of the customer.
In compliance with the provisions of European Regulation 2016/679 General Data Protection Regulation, as well as any applicable national law, we inform you that at AUTOS D’OR RENT A CAR, S.L.U., we process the personal data provided by our customers for the following purposes:
The legitimate basis for the processing of the customer’s personal data is:
Additionally, the legitimate basis for the processing of the customer’s personal data for the treatments indicated in sections (V), (VI), (VII), and (VIII) is based on the express consent given by the customer for each purpose at the time of collecting their personal data provided through vehicle bookings.
For the purpose of proceeding with any notifications under this rental agreement, the parties expressly designate the addresses listed in the rental conditions, including email, as the notification addresses.
The rental agreement is governed by the terms and conditions described in the previous sections and by Spanish law regarding the leasing of property. Any dispute arising between the lessor and the lessee will be subject to the Courts and Tribunals of Palma de Mallorca – Illes Balears, as the place of execution of the rental agreement and fulfillment of its obligations.
The translations of these general terms and conditions are for informational purposes only and are not legally binding in all their wording details, with only the Spanish version being valid.
General terms and conditions
Validity of the quote
Confirmation of the quote:
Payments:
Cancellation:
ROIG Mobility & Experiences reserves the right, and the customer accepts, to charge fees in case of cancellation due to weather conditions. There is a possibility of reviewing the charges in case of cancellation due to force majeure.
General terms and conditions
Validity of the quote
Confirmation of the quote:
Payments:
Cancellation:
ROIG Mobility & Experiences reserves the right, and the customer accepts, to charge fees in case of cancellation due to weather conditions. There is a possibility of reviewing the charges in case of cancellation due to force majeure.
