FAQ

For pickups outside standard hours (Mon-Sun 08:00-20:00), contact us directly via WhatsApp. We will assess availability based on your flight or specific need. An additional charge may apply for out-of-hours services.

Cancellation conditions are:

More than 14 days before: Full refund
7 to 14 days before: 75% refund
3 to 7 days before: 50% refund
Within 3 days: No refund

For modifications or cancellations, contact us via WhatsApp or email as soon as possible.

We recommend booking your minivan at least 7-10 days in advance. However, we also accept last-minute bookings (up to 48 hours before) depending on fleet availability. Contact us via WhatsApp to check immediate availability.

The minimum age to rent is 21 years old. The main driver must hold a valid driving licence for at least 2 years.

At pickup you will need to present:

• Valid driving licence (international if non-European)
• Identity document (passport or ID card)
• Credit card in the driver's name (for the security deposit)
• Booking voucher (received by email)

Documents must be originals, not photocopies.

We accept foreign licences valid and internationally recognised. If your licence is not in Italian, we recommend also bringing an International Driving Permit (IDP) or a certified translation.

By default, only the main driver is authorised to drive. If you need to add additional drivers, you must communicate this in writing when taking out the service. Additional drivers must meet the same requirements (minimum age, valid licence).

All our vehicles include SMART coverage (free) with ZERO EXCESS:

• CDW (Collision Damage Waiver) - Protection against collision damage
• TP (Third Party Liability) - Civil liability towards third parties
• RSA (Roadside Assistance) - 24/7 roadside assistance

You can also add PAI (Personal Accident Insurance) for personal accident protection, and SMART PLUS to reduce the security deposit.

Yes. A credit card is mandatory in the main driver's name for the security deposit. We accept:

• Visa
• Mastercard
• American Express (on request)

The card must have sufficient available limit for the deposit (€300-1,700 depending on vehicle and coverage).

The deposit varies by vehicle and coverage:

FORD TOURNEO COURIER (5 seats)
Without SMART PLUS: €1,300 | With SMART PLUS: €300

PEUGEOT RIFTER (5-7 seats)
Without SMART PLUS: €1,500 | With SMART PLUS: €400

FORD TOURNEO CUSTOM (9 seats)
Without SMART PLUS: €1,700 | With SMART PLUS: €500

The deposit is blocked on your card but not charged, and is released when the vehicle is returned in perfect condition.

Accepted payment methods:

• Credit/debit card (Visa, Mastercard)
• Bank transfer (for larger amounts)
• Cash at vehicle pickup (prior notice required)

At pickup:

1. Our staff will inspect the vehicle together with you
2. We will show you a photographic report of the initial condition
3. We will hand over the keys and rental documents
4. We will explain the operation of the main systems

If you notice any damage at pickup, it must be noted in the contract.

If you are late, contact us immediately via WhatsApp. We will do our best to wait for you. If the delay is significant (more than 2 hours), it may affect vehicle availability. We always recommend giving advance notice.

When collecting the vehicle, carefully inspect the exterior and interior. If you notice any existing damage, point it out immediately to Trayectis staff so it can be noted in the rental contract with photographs. Damage not reported at pickup may be considered your responsibility when returning the vehicle.

In case of breakdown:

1. Contact Trayectis via WhatsApp immediately
2. If necessary, call the EUROP ASSISTANCE emergency service:
Italy: 800.069.157 | International: 02.58.24.54.11
3. Stay in a safe place and wait for assistance

In case of accident with a counterpart:

1. Make sure no one is injured — call 118 if necessary
2. Contact the traffic police (112) and get the report number
3. Contact Trayectis via WhatsApp IMMEDIATELY with photos and details
4. Do not admit fault and communicate only the facts
5. Complete the CAI form with the counterpart

In case of accident without a counterpart (e.g. collision with a wall, road object):

1. Take photographs of the damage immediately
2. Contact Trayectis via WhatsApp with all photos and a detailed description
3. Do not move the vehicle until you speak to us if the damage is significant

In case of theft:

1. Report the theft to the police (112) immediately
2. Obtain a copy of the police report
3. Contact Trayectis via WhatsApp with the report number
4. SMART insurance coverage covers vehicle theft

To return the vehicle:

1. Fill the fuel tank to the collection level
2. Clean the interior of the vehicle
3. Arrive on time at the agreed time
4. Our team will inspect the vehicle with you

Yes, you can return the vehicle before the agreed time. However, no refunds are given for unused days unless expressly agreed with Trayectis. Contact us in advance if you have this need.

If the vehicle is returned without fuel at the collection level (full tank), you will be charged:

• The cost of missing fuel at market rate
• A refuelling service charge of €30

Damage is assessed based on your coverage excess:

With SMART PLUS coverage: Reduced excess of €300-500
With SMART coverage: Standard excess of €2,200-2,600

Damage will be photographically documented and we will communicate details within 48 hours of return.

The security deposit is released in the hours following the close of the contract, provided the vehicle is in perfect condition and all payments are complete. It will appear on your bank statement as a transaction reversal.

Traffic fines are the driver's responsibility during the rental period. If Trayectis receives a fine registered against the vehicle, we will notify you and process the payment. An administrative fee may apply for managing the fine.

The invoice is sent by email within 24 hours of vehicle return. If you need an invoice with VAT number (for companies), communicate this to our team at the time of booking.