Questions & Answers

Where can I find and read the full rental terms and conditions ?

You can read our full rental terms and conditions on this LINK.

Where can I find the offices of Universal Car Rent

We have 2 offices in Sofia – our central office is located close to the Sofia Airport on Nedelcho Bonchev 10 str (In the yard of “Tehnotest” facility) and our other office is located on Pozitano 9 str (Sofia Downtown).

What is the working time in your offices ?

Our offices are open from 10:00 to 18:00 every day.

Will it cost extra if my pick up/drop off hour is out of working hours?

There is an additional fee of 15€ for pick up or drop off in our of working hours.

Do you provide deliveries to address/hotel ?

We do provide deliveries to every part of Sofia city.

Can I return a car at a different office from the one I got the car ?

You can return a vehicle to every of our offices free of any charge.

Is it allowed to visit other countries with your rental vehicles ?

Cross-border rentals are allowed in Universal Car Rent. You can get more information HERE.

Are there any additional fees for cross-border rentals ?

There is an additional charge fee for cross-border rentals, which amount depends on the country you want to visit. You can get more information HERE.

Is there a minimum driving experience required for renting a car ?

The minimum driving experience requirement for renting a vehicle varies on the class of the car. For economical & intermediate class vehicles the minimum driving experience is 3 years. For any other rental classes the minimum driving experience is 5 years.

Is there any mileage limitation ?

There is no limitation of the mileage when using our vehicles.

What is the fuel policy ?

The cars have to be returned with the same amount/level of fuel as the pick up amount. 

Do I have to make a prepayment to reserve online a car ?

You can make a partial or full prepayment in our website reservation system. If u want to be guaranteed a specific model vehicle or if u want to reserve a vehicle for High season – you would need to make a prepayment.

Do I need a credit card when renting a car ? Can I use a debit card instead ?

You will only need a credit card when renting a vehicle from Luxurious Class. For all other classes of vehicles, you can use a debit card/credit card or cash.

Can I drive with non-Bulgarian driving license ?

You can rent a vehicle with any driving license valid in Bulgaria. You will need to issue an internation driving licencse in case your regular driving license is not valid in Bulgaria.

Are your vehicles ready for winter conditions ? Do I have to pay additionally for winter equipment ?

All of our vehicles are ready and well equipped with winter tires for winter conditions. This winter equipment is included in our prices. Only winter chains are additionally charged.

How does the Promo code work ?

The promo code is applicable in our website reservation system. It grants you a discount. Promo code is issued to loyal clients of ours.

What does “or similar model” mean, when making a reservation ?

This means that the rental class includes vehicles from several brands and models with the same specifics (number of doors, transmission … etc.)

What insurance is included in the price ?

There are two different insurance types you can choose from when renting a vehicle from us :

  • Basic insurance which is included in the basic rental price (Liability only up to the amount of the security deposit)
  • Super insurance is an option where you pay additionally per day. The amount depends on the rental class you make the insurance for. (No liability)
What is the difference between baby seat, child seat and booster?

 The difference is on the weight and age of the children, for which they are fitted (up to 10 kg, 9-18 kg, 15-36 kg).

Do I need to pay for additional driver ?

There is no additional fee for one additional driver. 

What are the payment methods when making reservation online?

You can pay online with a credit/debit card. On arrival you can pay with a credit/debit card or in cash.

Is my personal data safe ?

The website is protected by Web Server Certificate. Transactions on the site are protected with up to 256-bit encryption Secure Sockets Layer.

Is my credit card information safe?

The website is protected by Web Server Certificate. Transactions on the site are protected with up to 256-bit encryption Secure Sockets Layer.

I made an online reservation, what do I next ?

After we receive your reservation, our rental agents will contact you through email or phone.

When do I receive my reservation voucher ?

You receive your reservation voucher on the listed email immediately after completing the reservation form.

Do I need to print my voucher when picking the vehicle ?

You do not need to have a printed copy of your voucher.

Can I make some changes to a reservation ?

You can always make changes to your reservation after contacting us.

When arriving in Sofia Airport, will somebody wait for me there?

Our collegues will be waiting for you at the Sofia Airport. After that you will go to our office.

What is the procedure if my flight is cancelled/modified?

You would have to inform us as soon as possible. You will be provided with the same car if possible or another from the same rental class for your new rental dates.

Can I cancel my booking ?

We offer free cancellation to your booking up to 72 hours before the rental. 

What do I have to bring when renting a car ?

When renting a car you will need : passport or ID card, driving license and credit/debit card (or cash) for deposit.

What is the procedure when renting a vehicle ?

A contract will be made for rental, for which you will get a copy. A payment will be made (if not previously prepaid). The refundable security deposit will be blocked from your card (or will be left in cash if it was previously negotiated). The car will be checked for cosmetic damages. In case of cosmetic damages, they will be listed in the contract.

What is a security deposit ?

The security deposit is an amount of money which is blocked on credit/debit card when you rent the car. The money will remain blocked on your card until the end of the rental period. It serves for pledge to cover the cost of repairs in case of damage or in case of lack of fuel, GPS, etc. The deposit can be made in cash but only after the confirmation of office manager.

What happens if I’m late for the car return?

If the customer is late with the returning of the car without informing us, additional fee will be charged. If the vehicle is returned after the expiration of the contract without notice, the Renter will be charged as follows: up to 4 hours – rate for one day; over 4 hours rate for 2 rental days, over 8 hours – 3 rental days.

How should I proceed in case of an accident during my rental ?

Firstly you would have to inform us with details about the accident and then you have to inform the police (112) and get a protocol about the occurred accident.

What happens if I got flat tyre? How to proceed?

Almost all of our vehicles have a spare tire to use if you have a flat tire. There are rare exceptions when the car manufacturer has not included a spare tire to the car. In these cases you will informed in advance and be given a card to use for road assistance.

Can I extend the rental period for the car during my rental ?

Firstly you have to inform us about about the extension in an email or phone call. You will be given information from our agents about how to proceed.

Do I get a refund in case I return the vehicle earlier ?

We do NOT refund money when a vehicle is returned earlier.

How should I proceed if I lose the car keys ?

We will provide you with an extra case as soon as possible. A fee is payable for lost keys which varies depending on the key type.

Can I leave the keys and the documents in the car when dropping off a car without your agents checking the vehicle ?

You have to provide the car and keys personally to our rental agents.

What happens If I return the vehicle damaged ?

The customer is fully liable for the amount of the damages caused in case of any traffic accident, parking damages, theft if the additonal "CDW Insurance" is not included in the rental. 

The customers liability is limited only up to the amount of the security deposit in case the additional "CDW Insurance" is included in the rental and if the customer has complied with the terms and conditions of the contract.

Can I drive with a driving license issued by a country outside the EU

You can drive a vehicle in Bulgaria using a driving license issued by a country outside the EU only if you have issued the additional "International Driving Permit". Thе "International Driving Permit" can be obtained only from the country that has issued your driving licence.

It is completely forbidden to drive in Bulgaria without "International Driving Permit" using a driving licence issued by a country outside the EU.

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