Terms and conditions

What is included in the Rental:

Unlimited mileage;
CDW – Collision Damage Waiver;
TPL – Third parties liability;
TP –theft or robbery of the vehicle;
Road Assistance;
Shuttle service from Lisbon Airport;
Legal taxes (VAT).

What is not included in the Rental:

Minimum security deposit of 150€ required for any rental;
Additional options – To be applied to the total number of rental days;
Electronic Toll Device, as well as the respective tolls;
Fuel – full-full policy;
Additional Drivers.

Documents required for the Rental:

ID card or equivalent document;
Passport for non-EU citizens;
Driving licence with at least one year’s validity;
Credit card in the name of the main driver with at least 3 months’ validity;
Vehicles cannot be picked up without a valid credit card. Debit cards are not accepted.

Driver’s Age:

At Waygo, the minimum age for renting a vehicle is 19;
The young driver fee applies to drivers aged between 19 and 24 (inclusive). The young driver fee is 7€ per day, with a limit of 70€ per rental;
There is no age limit for drivers and no senior driver fee is applied;
All the requirements for renting a vehicle apply to the young driver.

Driving licence requirements:

Drivers must have a valid driving licence with at least one year’s validity;
Driving licences must be presented in physical format, and presentations in digital format are not authorised;
Driving licences must be presented in Portuguese or English. Otherwise, the driver must present an international driving licence accompanied by the original driving licence;
Customers should check in advance that they can drive with their own national driving licence in the destination country.

Additional driver:

Must present a physical identification document (Passport, Citizen Card or equivalent);
Adding an additional driver in the rental agreement has a daily fee of 4€ with a maximum of 40€;
All the requirements needed to rent a vehicle apply to the additional driver.

Rental period:

The maximum rental period is 30 days, and the minimum rental period is 1 day.

If the customer wishes to extend, this is possible up to a limit of two 30-day renewals and subject to availability. Tolls, damages and security deposits are charged at each renewal.

For bookings over 30 days, the kilometre policy applies, i.e. the daily mileage is limited after 30 days.

Payment methods and security deposit:

Payment methods are:

VISA credit card, Mastercard, Dinners Club, JCB and union pay, American Express;
American Express credit cards are accepted for a fee of 4% of the total rental price;
Other payment methods such as cash (subject to approval by the station manager) and cheques are not accepted.

Security deposit:

A credit card with 90 days’ validity must be presented at the start of the rental agreement.

Security deposit for insurance excess - The amount can vary between 1500€ and 4500€ depending on the vehicle group;
This security deposit covers damage caused in the event of an accident or theft up to the limit of the excess;
Even if you take out insurance with no excess at the start of the rental agreement at the desk, the customer grants a credit card authorisation for a pre-authorisation of 150€, which covers: o Costs associated with tolls, fines and administrative case management fees, as well as situations not covered by any of the insurances;
- Unauthorised departures abroad;

Vehicle drop off after the term stipulated in the agreement plus the grace period;
Fuel shortage or change;
Excessive dirt inside the vehicle (see attached photos);
Damage or faults caused inside the vehicle as a result of negligence on the part of the customer;
Damage to rented equipment, such as baby seats;
Other situations of negligence or damage not covered by the insurance.

The security deposit is refunded to the customer when the vehicle is return, with the exception of situations in which it is impossible to make a correct check out of damage. In such cases, Waygo undertakes to assess any damage that may be doubtful within 15 days of the end of the rental agreement. If you return the vehicle outside the station’s opening hours, the amount will be refunded within a maximum of 24 hours, after our team has checked the vehicle.

GoSafe (CDW):

Waygo vehicles are covered for own damage (CDW), theft or robbery protection (TP), occupant personal accident protection (PAI) and civil liability cover (TPL).

The Go Safe product is included in the rental price and limits the customer’s liability for damage and theft up to the amount of the excess according to the rental agreement. In the event of an accident, a completed Friendly Declaration must be presented (if not, the renter will be held responsible for the accident). In the event of theft of the vehicle, the report made to the police must be presented and the keys to the vehicle must be handed over.

This cover does not include protection for windows, tyres or rims and luggage or personal belongings, whether of the driver or the other occupants of the vehicle.

Includes roadside assistance in the event of a breakdown or accident, but the customer is responsible for towing costs in the event of negligence, such as fuel change or shortage, loss of keys and tyre damage.

This cover is void in the event of an accident/theft caused by negligence or damage to the vehicle resulting from misuse and other causes, as mentioned in the General Conditions of the Rental Agreement. In the event of a claim, an administrative management fee of 50€ will be charged if the customer is responsible. A valid credit card must be presented.

CDW – Own damage insurance with excess;
TP – Protection against theft or robbery of the vehicle with excess*;
PAI – Personal accident insurance for occupants;
TPL – Civil liability insurance with a limit of 50,000,000€;
Road Assistance.

* In order for this cover to be valid, the authorities must be present at the scene and present their report. In the event of theft of the vehicle, the keys to the vehicle must be presented/handed over.

GoSafe Flex (Optional - Not Included on rental price):

This product reduces the customer’s liability for damage and theft, applying an excess of between 400€ and 600€ depending on the class of vehicle. It excludes vehicles in groups M1 to M4.

In the event of an accident, a completed Friendly Declaration must be presented. In the event of theft of the vehicle, the report made to the police must be presented and the keys to the vehicle must be handed over. This cover is void in the event of an accident/theft caused by negligence or damage to the vehicle resulting from misuse or other causes, as mentioned in the General Conditions of the Rental Agreement.

This cover also includes protection for isolated glass breakage, damage to tyres and rims and roadside assistance in the event of a breakdown or accident, although the customer is responsible for towing costs in situations of negligence, such as fuel shortage or change, loss of keys and tyre damage. Luggage and personal belongings, whether those of the driver or the other occupants of the vehicle, are not covered. This product does not cover damage or damage caused to the inside of the vehicle as a result of negligence on the part of the customer, loss of keys, vehicle documents or other accessories received when the vehicle was handed over (e.g. baby seats, GPS devices or personal belongings), fuel changes or excessive dirt inside the vehicle. In the event of an accident, an administrative management fee of 50€ will be charged if the customer is responsible.

This cover applies to the rental agreement and does not extend to replacement vehicles (if applicable).

A valid credit card must be presented. This insurance includes:

CDW – Own damage insurance with excess, reduced to 400€ or 600€ depending on the class of vehicle rented;
WWI – Glass breakage protection (Tyre and rim protection removed);
TP – Protection against theft or robbery of the vehicle with excess;
PAI – Personal accident insurance for occupants;
TPL – Civil liability insurance with a limit of 50,000,000€;
GO+ Road Assistance.

GoSafe Plus (Optional - Not Included on rental price):

This product exempts you from paying the excess for damage caused in the event of an accident or theft of the vehicle, and a completed Friendly Declaration must be presented. In the event of theft of the vehicle, the report made to the police must be presented and the keys to the vehicle must be handed over. This cover is void in the event of an accident/theft caused by negligence or damage to the vehicle resulting from misuse and other causes, as mentioned in the General Conditions of the Rental Agreement.

This cover also includes protection for isolated glass breakage, damage to tyres and rims and roadside assistance resulting from negligence, but does not cover luggage or personal belongings, whether of the driver or other occupants of the vehicle. This product does not cover damage or damage caused to the inside of the vehicle as a result of negligence on the part of the customer, loss of keys, vehicle documents or other accessories received when the vehicle was handed over (e.g. baby seats, GPS devices or personal belongings), fuel changes or excessive dirt inside the vehicle. In the event of an accident, an administrative management fee of 50€ will be charged if the customer is responsible.

A credit card in the name of the main driver of the rental agreement must be presented, as well as a minimum security deposit of 150€ for any damage or expenses not covered by insurance.

This insurance includes:

SCDW – Own damage insurance without excess;
WWI and tyres – Protection against glass breakage and damage to tyres and rims;
TP – Protection against theft or robbery of the vehicle without excess;
PAI – Personal accident insurance for occupants;
TPL – Civil liability insurance with a limit of 50,000,000€;
GO+ Road Assistance.

What is not included in the insurance cover:

Loss of keys, locked vehicle with keys inside, documentation or other accessories rented when the vehicle was picked up (e.g. baby seat, GPS, Wifi, etc);
Damage caused by the driver if they have been driving under the influence of alcohol, drugs or any other substance prohibited by law. In these cases, the driver is responsible for paying all damages and expenses incurred;
Damage caused by the driver as a result of driving the vehicle in foreign countries without prior authorisation from Waygo;
Use of the Vehicle for illicit purposes, according to particular conditions;
Excessive dirt inside the vehicle);
Damage or faults caused to the inside of the vehicle or locks as a result of misuse of the vehicle;
Damage due to misuse of the gearbox and clutch;
Damage to the underside of the chassis and roof as a result of misuse;
Fuel change and/or shortage;
Costs associated with tolls, fines and administrative case management fees;
Luggage or personal belongings, whether of the driver or other occupants of the vehicle.

Excess Rates:

When renting a vehicle from Waygo, the customer is liable for damage to or theft of the vehicle up to the limit of the excess according to the rental agreement.. The excess varies from 1.500€ to 4.500€, depending on the category of vehicle.

Road Assistance:

During the Rental period, a 24-hour roadside assistance service is included, linked to the use of the Vehicle. This service includes:

Towing and taxi services for customers in the event of breakdowns, accidents or tyre bursts;
Access to a replacement vehicle;
Negligent situations such as loss of keys or keys inside the vehicle, and fuel change/ shortage are not included in the basic travel assistance, in which case the towing costs will be charged to the customer;
In the event of an accident, the customer should immediately contact the authorities (112), travel assistance and report the incident to the Waygo team.

Waygo offers its customers the “Go+ Travel Assistance” service for a daily fee of 2.50€. The towing service is included in the event of assistance for the following situations:

Breakdown or accident;
Lost or damaged keys;
Fuel shortages or changes;
Tyre damage – In the event of tyre damage, the customer should contact the assistance service (cover valid for Portugal only).

Fuel Policy:

All rentals will be carried out on a Full-Full fuel policy.

When picking up the vehicle, it will be handed over with a full tank of fuel. When the vehicle is delivered, the amount of fuel will be checked. If the vehicle is handed over with less fuel, the litres will be debited according to the general conditions at the current market price for fuel;
It is important that the customer keeps all receipts for the fuel used in the car during the rental period. In the event of a breakdown or suspected fuel change (negligence), presenting receipts for used fuel can avoid repair costs;
The outstanding amounts will be collected at the branch when drop off the vehicle.

Kilometres Policy:

Unlimited kilometres on national territory for periods of 30 days, with the exception of group M vehicles;
For rentals over 30 days, the daily limit is 300 kilometres with a monthly maximum of 4500. A charge of 0.16€ is applied per additional kilometre;
For rentals outside Portugal, the daily limit is 300 kilometres, and 0.16€ will be charged per additional kilometre.

One Way:

Rented vehicles must always delivered to the pick-up station, however Waygo offers a service that allows the customer to drop off the vehicle to a different station. In these situations, a One Way fee of 100€ will be charged.

Cross Boader :

A daily departure fee of 12.50€ applies, with a maximum of 75€;
The vehicle can only be driven in the following countries: Spain;
No travelling to islands;
If the customer takes their vehicle abroad without Waygo’s prior authorisation, they will be charged €150 for leaving abroad, and the customer is responsible for all damage caused to the vehicle and third parties during the trip abroad;
They must be requested during the station’s opening hours by calling the customer service number (+351 212 841 171 or +351 960 142 193) 24 hours in advance

Legal Tax and Currency:

Prices include VAT at the legal rate in force;
Currency – EUR.

Booking Policy:

When booking, the customer selects a type of vehicle and not a specific make and model, and when picking up the vehicle, the Waygo team may provide the customer with a vehicle other than the one shown in the image on the website or partner. If the vehicle group requested is not available, the customer will be offered a vehicle from a higher group at the same price;
Waygo accepts bookings at least 60 minutes before the scheduled pick-up time. For bookings received outside the station’s opening hours, Waygo does not guarantee availability if the vehicle is picked up within the following 60 minutes. In such cases, the customer can only pick up the vehicle the following day when the station opens;
Once the rental agreement has started, no amount will be refunded (rental price and extras) even if the vehicle is picked up after the scheduled date or delivery before the stipulated deadline, i.e. the customer will never be reimbursed for the days they do not use the vehicle.

Delivery and Collection:

Waygo offers its customers a free shuttle service from Lisbon airport to their branch:

Service available for pick-up between 08h00. and 20h00. “After-hours” period a fee of 50€ per service between 06h00 to 07h59 and 20h01 to 22h59 will be applied.
Between 23:00 and 05:59, the “after-hours” service is subject to confirmation. The amount for this service is 50€
Upon landing at Lisbon airport, the customer must send an SMS or WhatsApp message to 00351 924 694 793 with the following format: Arrive + Voucher number. o On your arrival at Lisbon Airport and after collecting your luggage go to Exit 4 and send a WhatsApp message to 00351 924 694 793 with the following format: Arrive + Voucher number. A Waygo representative will contact you for the pick-up and drive you to our branch a short distance from Lisbon airport;
The customer must provide all the necessary documents to start the rental;
Waygo may refuse to hand over the vehicle if the customer does not present all the necessary documents or is under the influence of alcohol or substances prohibited by law. If this happens, there will be no refund or compensation;
Waygo does not waive the after-hours service fee for delays caused by circumstances beyond the company’s control;
Shuttle service available for drop-off only during normal station opening hours. The Airport Shuttle service is not available during closing hours, and customers should obtain further information from the Waygo team when picking

Waygo recommends that you delivery over the vehicle during station opening hours, however, the customer should ask our staff for instructions on how to Drop off the vehicle.

If the customer drop off the vehicle after the Waygo station has closed, they must comply with the following recommendations:

The agreement will be closed and a report on the condition of the vehicle will be made by the Waygo representative when the station opens. After checking for damage and faults, the security deposit will be refunded. If there is damage to be paid for, photographs of the damage will be sent by email and the customer will be charged for the recurring damage;
The report certifying the condition of the Vehicle will be drawn up by the Waygo representative without the customer being present and after the keys have been handed over;
In the event of an after-hours pick-up, the customer must take a photographic record of the : o Vehicle kilometres;
- Fuel level;
- Photo of extra equipment rented (GPS, baby seat, etc);
- Photo of the 4 rims and tyres;
- Photo of the windscreen;
- Photos of the vehicle’s sides.
Vehicle documents should remain in the glove compartment;
Waygo is not responsible for any goods or personal belongings that the customer may have forgotten in the vehicle.

Opening Hours and address:

Lisbon branch opening hours

Weekdays and holidays: 08h00 – 20h00.
Weekend: 08h00 – 18h00

Porto de Mós branch opening hours

Weekdays: 09h00 – 18h00
Weekends and public holidays: Closed

Adress and contact:

Prior Velho – Lisbon: Av. Severiano Falcão Nº11, 2685-380 Prior Velho. Tel.: 00351 212 841 171 / [email protected]
Porto de Mós – Leiria: Estrada Real Dª Maria II Nº7, 2480-109 Pedreiras. Tel.: 00351 212 841 171 / [email protected]

Closing days for all locations:

25 December

Out-of-hours:

Customers can pick up their vehicle outside the station’s opening hours. An additional after-hours service fee of 50€ will apply. Waygo does not waive the after-hours service fee for delays caused by circumstances beyond the company’s control.

Lisbon branch Out of hours:

Out of Hours Weekdays and Holidays Fee: 06h00 – 07h59 / 20h01 – 22h59;
Out of Hours Weekends: 06h00 – 07h59 / No Night out of hours.

Porto de Mós branch Out of hours:

Out of Hours Weekdays: Not available;
Out of Hours Weekends and public holidays: Not available.

The customer can return the vehicle outside the opening hours at any time, and can choose between the following options:

Park it in the public car park outside the station, leaving the documents inside and the key in the KEY BOX for this purpose. Free of charge.
Request the “Airport drop-off” service, which allows the customer to leave the vehicle in the departure’s car park at Lisbon Airport. This service costs 50€.

Grace Period:

The customer has a grace period of 2 hours to collect vehicle after the scheduled drop off time. After this period, the “extra day” fee will be charged in accordance with the tariff displayed at the stations, in addition to the equivalent of the additional services/extras rented in accordance with the Rental Agreement. The additional fees and services/extras will be multiplied by the number of days the customer has driven the vehicle after the end of the agreement.

After the closing hour the customer has 30 minutes grace period. After this, the client may have to wait until the opening of the station on the next day to collect the vehicle.

Tolls Policy:

All Waygo vehicles are equipped with an electronic toll device.

This service guarantees a more convenient solution, as it allows automatic payment of all fees due for crossing any electronic toll barrier on road infrastructures, motorways and bridges, while renting a Waygo vehicle. Customers can sign up for this service at the branch when picking up the vehicle and must present a valid credit card and authorisation in the “General Rental Conditions”, which is an integral part of the rental agreement. The amount of tolls used will be paid at the branch when the vehicle is return. Unpaid tolls will be charged to the customer’s credit card at no extra cost, no later than 30 days after the drop off.

The device can only be used on motorways in Portugal . It is not possible to rent other services such as car parks or ferries with the device in the vehicle.

This service has a daily cost of €1.99, with a maximum amount of €19.99 per rental.

If you do not rent the device and use the tolls, they will be charged by debiting the customer’s credit card, plus a fee of €36.90 for not hiring the service, regardless of the rental period. In these cases, the customer must present the toll slips to prove that they have been paid. If the vehicle is handed over after hours, the customer must leave the toll slips inside the vehicle for later checking and cancellation of the rental agreement.

Extras and additional services:

The client can contract the following services and extras at the rental branch:

Additional Driver – 4€/day, with a maximum of 40€;
Baby Seat – 5€/day, with a maximum of 50€;
Child Seat – 5€/day, with a maximum of 50€;
Booster Seat – 3.5€/day, with a maximum of 35€;
Baby trollers - 2.5€/day, with a maximum of 25€;
GPS System – 5€/day, with a maximum of 50€;
WIFI - 2.5€/day, with a maximum of 25€.

Confirmation of special equipment and other extras depends on availability at the rental branch.

Washing

The rented vehicle must be handed over in an acceptable state of cleanliness, i.e. without major dirt or strong odours. Otherwise, the following charges will apply:

Special inside wash – 92.25€;
Special outside wash – 49.20€;
Tobacco sanitisation – 184.50€.

Fees / other considerations:

During the rental period, the customer is fully responsible for all fines and/or penalties arising from traffic, parking and toll violations, as well as for all consequences and liabilities arising therefrom. A management/identification fee for fines, fines or tolls of 20€ per offence is applied. This fee is paid in addition to the fines and tolls to which they relate and for which the customer is responsible;
Whenever there is a claim situation in which the customer is responsible, a claims management fee of 50€ per claim is applied;
Other applicable fees: o Towing costs in negligence situations – 100€;
o Unauthorised departure fee for foreigners – 150€;
o Loss of documents – 150€;
o Loss of toll identification device – 92.25€;
Baby seats are only available for children over 12 months of age;
Baby Trollers are only available for children over 24 months of age;
Smoking is not permitted inside the vehicles. If the vehicle is returned with a tobacco odour, the tobacco sanitisation fee will be applied.

Contact:

Bookings – 00351 212 841 171 / [email protected];
Customer support – 00351 212841171 / [email protected];
Partners support - 00351 925966280 / [email protected]

Complaints:

Complaints must be sent no later than 30 days after the end of the rental period. To do this, the customer can contact our customer service team on the email [email protected].