FAQ

Frequently asked questions

See what questions VIVORENT – Your Car Rental frequently gets asked when customers rent a car in Bulgaria, during or after their booking process.

Before booking:

Where can I read the full rental terms and conditions?

You can read the full rental terms & conditions here.

Booking process:

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

When booking through our website you can choose from 3 options: quotation, partial prepayment or full prepayment. We can guarantee your reservation only if prepayment is made.

When asking for a quotation, it is likely that we ask you to make a prepayment to reserve your car.

Can I only send for a quotation without making a payment?

You can choose this option but this way you would make а request, not a reservation.

What is the refundable security deposit?

The refundable security deposit is an amount of money, which is blocked on your credit/debit card when you rent the car. The money will remain blocked on your card until the rentalperiod ends. It serves as a pledge to cover the cost of repairs in case of damage (not applicable in case of purchasing Full protection and presence protocol) or lack of fuel, GPS, etc. The deposit can be made in cash, but only after confirmation from the rental agent/office manager and with a 100% increase of the amount.

Is the deposit frozen or charged?

The car security deposit remains blocked on the credit/debit card (Visa or MasterCard) issued to the name of the driver. The deposit amount will not be charged, only blocked/frozen. After the return of the car it will be unblocked. The deposit is different for the different car classes (100 – 800 €).

How do I pay for the online booking?

We offer multiple payment methods, among which credit/debit card, bank transfer, PayPal and more. Contact us if you do not see your payment method listed.

What does it mean “or similar car” when choosing a model?

We guarantee some car makes, models, year of production and extras for almost all of our cars, available for hire on our website.

In case the chosen car is not available/present, we offer similar vehicles from the same class with the same characteristics. This means that the class offers several cars of different models and brands, but with the same parameters (number of doors, transmission, etc.).

What is the difference between a baby seat, a child seat and a booster?

The difference depends on the weight and age of the children (up to 10 kg, 9-18 kg, 15-36 kg). Pictures of different seats you can see in Step 3 of the booking process.

After I complete reservation, what is next?

You will automatically receive an e-mail with your booking number.

Can I change the booking details?

If you already have a reservation number, you can make changes.

Will I be refunded if I cancel my booking?

Yes, if the cancellation is made at least 72 hours before the start of the rental period.

Services:

What is VIVO Xpress?

VIVO Xpress is a service of VIVO Rent A Car, which allows faster procedure when hiring a car. This is done with the help of pre-sent data. incl. driver’s license and ID card/passport by the client/clients.

When VIVO Xpress is completed, the contract will be ready when you arrive for your car.

I’m arriving at Sofia Airport. Will I be expected by someone, how do I reach the office?

Our representative will meet you at the airport holding a sign with the logo of VIVORENT.

What if my flight is cancelled/modified?

Our car rental agents monitor the arrival, but if you can, you should inform us of the change in advance.

Do you offer deliveries to hotels/addresses?

VIVORENT – Your Car Rental provides delivery to hotels/addresses everywhere in Bulgaria by prior request.

Can I return the car at a different office from the pick-up office?

Returning a car to a diffrenet office than the one it was picked up at is called “one-way rental”. There is a “one-way” rental fee depending on the distance, which is calculated automatically during reservation. Read our full rental terms & conditions for additional information.

Additional payments:

When is there an additional delivery fee?

When the pick-up/drop-off location is different from the offices of VIVORENT – Your Car Rental, you could be charged a “delivery fee” depending on the distance, automatically calculated during the reservation process.

Do I need to pay for additional driver?

Every additional driver is requires a payment of 1 extra euro/day – max. 30 euro.

What insurances are included in the price?

Liability insurance that applies to the European Union. Standard insurances, which are included, are CDW and TP. More about insurances read on our rental terms & conditions page.

Is the local road tax (Vignette) included in the price?

Yes, the price includes the road tax (Vignette) required within Republic of Bulgaria.

Are the cars ready for winter conditions? Is there any fee for winter equipment?

When booking directly on the website of VIVORENT – Your Car Rental or in an office of the company winter equipment is included in the total price. Additional charges are required only for snow chains.

Company policies:

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

Yes, there is an additional fee of 25€ for pick-up/drop-off out of working hours (18:01h – 8:59h)

Can I visit other countries? What countries are allowed?

Border exit: Greece, Romania, Macedonia, Serbia on request.

Crossing a border would require an additional charge and double deposit. There is a one-time fee depending on the class of rented vehicle. For each next border crossing the it is increased by 50%. The renter should provide us with a copy of his driving license and ID card by e-mail at least 3 business days prior arrival. More information here.

You can add the cross-border service during the rental process (on 3rd step) and add the name of the country as a comment.

Is there minimum age for renting a car?

The driver should be at least 21 years old and should have a driving license for a minimum of two years. Drivers under 21 years or with less than 2 years of experience must pay an additional “Young driver” fee (6 euro per day) and double deposit.

Is there a mileage limitation?

All of our vehicles have unlimited mileage.

What is the fuel policy?

The car is rented out with the available fuel in the tank. Upon returning the car, the client pays the missing fuel. We recommend using gas stations located near our offices. We advise our customers to use only well-known chain brands like OMV, Shell, Petrol, LUKOIL, Gazprom, Rompetrol.

Can I drive with a non-Bulgarian driving license?

You can drive with a license issued in a different country than Bulgaria. The license should not have expired and expiration date should not coincide with the rental period!

I’m a returning customer, do I get a discount?

All returning customers of VIVO Rent A Car have a personalized discount, based on the number of previous reservations. This discount is in addition to the online discount. More information about the VIP program find on this page.

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.

Rental period and process:

Where are the offices of VIVO Rent A Car located?

Detailed office locations information can be found here.

What is the working time of VIVORENT's offices?

All offices are open from 9h until 18h throughout the week, except on Sunday. Nonetheless, we also offer service out of working hours for an additional charge.

Can I change my rental dates?

Dates may be changed, but preferably not at the last moment so we’re able to react accordingly.

What do I have to bring with me on arrival?

To get your car on arrival it is mandatory to bring a valid driver’s license and a passport/ID. We recommend a credit/debit card for deposit.

What is the rental procedure?

A rental contract will be filled out and the agent will provide a copy. Then you you can choose to pay the full amount for the service and any optional extras. Additional damage coverage can also be added during the pick-up procedure. The refundable security deposit will be blocked on your credit/debit card and then released at the end of the rental period. You and the rental agent will scan the car for any damage and in case of scratches, they will be marked on the rental agreement.

What if I return the car earlier than planned?

The price will be recalculated according to the standard price list for the used rental period + 3 days.

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

If the customer doesn’t show up on time for the car return without informing us, he will be charged a fee.

If the vehicle is returned after the expiration of the hire 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.

What happens if I have a road accident during the rental period?

In case of an accident you must call the phone number, listed in the rental agreement, as well as dial 112 and inform the competent authorities (police). Then, you’d have to fill a protocol. That is to say, unless you are unable to do so.

What do I do if I get a flat tire?

Tire damage may be charged additionally. If you have the Full protection insurance you will not be charged. You can get this service for an additional fee on request be released from liability in case of damage to tires, wheels, windshield, etc.

Can I extend my rental period during rental?

If you want to extend the rental period, you have to inform us in advance and visit one of our offices to sign a new contract for the extension. If we are unable to give you the same car due to other upcoming bookings, we will offer you a similar car.

What if I lose the car documents or keys?

You should immediately tell us if you lose the car documents or keys. The fee for lost keys and documents is: 200 € (including loss of panel cassette or CD).

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