Frequently Asked Questions


  1. What documents do I need to hire a car?

Driving license, valid national identity card or passport recognized by local law and a credit card in the name of the main driver.

  1. What age must I be to rent a vehicle? And how many years must I have held a driving license for?

Drivers must be at least 21 years old and must have been holders of a driver’s license for at least two years. The driver’s license must be valid for the entire period of hire and drivers must also present a valid national identity card or passport.

  1. When will the amount taken for the excess waiver and the security deposit be unblocked?

All the amounts reserved on your card will be released up to 24 hours after successful completion of rental. Depending on your bank, the reserved funds will become available again in 1–30 days.

  1. Is there a mileage limit in my rental?

No, there is no mileage limit. However, you have to let us know if you intend to do a cross-border rental, so we can calculate possible cross-border fee.

  1. What fuel policy is applied?

Full to full fuel policy is applied.

  1. What deposit must I leave for my rental?

The deposit amount varies depending on vehicle category. You will get the exact amount in our confirmation email which will arrive immediatelly after the reservation (not later than 48 hours).

  1. I want to book the car on one pickup point and return it on another, is it possible? What’s the extra cost?

Yes, it is possible to return the vehicle to a different location from the one originally picked up at. The additional fee will be showed in the booking process. It is possible that this fee will be recalculated in the confirmation email. 


  1. Can I drive outside of country where rental started?

Yes, you can take our vehicles outside of country where rental started, but only with advance announcement.  Please note that our vehicles have geolocators. Any detection that they have travelled outside of the permitted area will be considered a breach of contract, resulting in a fine for the lessee.

  1. I have booked a car in my name, but in the end I will not be driving it. Do I need to change the name on the booking?

Yes, you can change the name when you pick up the vehicle.



  1. How long can I rent a car?

The minimum rental period of our vehicles is 1 day (24 hours) with a maximum of 180 days. If you would like to rent the vehicle for longer than 180 days, please contact us.

  1. How do you count the days of rental?

The rental days are calculated for 24-hour periods starting from the exact time when the Renter has picked up the hired Vehicle and until its return. Partial days shall be paid in full.



  1. How can I make my reservation on the web?

1. Enter the pick-up city of the vehicle in our search engine, dates and time of collection and return.

2. Select the type of vehicle that you want to hire.

3. Select recommended accessory features and additional supplements in your booking.

4. Select the method of payment and introduce your personal details to complete the booking.

  1. How do I know if my reservation has been confirmed?

You will receive the Booking Confirmation in the email indicated when making the booking. The final booking confirmation will be made by email no later 48hrs after your initial booking.

  1. I have made a booking and I have not received any confirmation in my email.

Make sure you have entered a valid email address. Please check your spam folder and contact Customer Care on +387 61 240 230 if you have still not received your voucher.

  1. Can I hire a vehicle for today?

Yes, make the request as usual through the website. In case of any doubt, please, contact our Customer Care Department directly to expedite the process.

  1. How do I request an invoice for my reservation?

If you require an invoice in the name of a company, please send an email to info@balkantransfer.com indicating your company details followed by the booking or rental agreement number. You will receive your invoice by email within a maximum period of 3 working days from the date of the request.

  1. Can I modify or cancel my reservation?

To request an amendment of your reservation, please send an e-mail to info@balkantransfer.com or call on +387 61 240 230 indicating the details you would like to modify.

  1. What kind of coverage can I purchase to rent a car?

All of our vehicles have Standard Insurance that includes basic cover and civil liability, with an excess for damages whose value depends on the category of the vehicle contracted. You can eliminate the entire deductible by selecting our extra option: Full Peace of Mind Insurance. For more details, check Terms and Conditions.

  1. Where do I pick up the vehicle?

We will indicate the pick-up place of the vehicle in the Booking Voucher. If you have preferences, please add them into the note when making a booking, and we will try to meet your requests.

  1. Does the vehicle have documentation? Is there any charge if I lose it?

Yes, all vehicles have an authorized copy of the vehicle documentation. In the event of loss, a surcharge of €60 will be applied.

  1. Until what time do you accept reservations, even if it is outside open hours?

We accept online reservations 24/7.

  1. What should I do if I receive a fine? Is there a surcharge?

If you have not paid the fine during your rental period, you will receive a notification at your home address indicating what you need to do to make the payment.

  1. Do I need to make a prepayment when I book through your website?

You can make full or partial prepayment online via our website, or you can choose to make payment during the pickup. It is possible that we will request partial online payment in our confirmation email, where you would receive the link and be able to pay with one click.

  1. When I arrive at the airport, how do I find you?

Balkan Transfer staff will await you at the airport on arrival gate holding a sign with your name.

  1. What means of payment do you accept?

All services will be paid in advance by credit card (VISA or MASTERCARD), debit card or cash in our facilities. If you pay in cash, you must also provide a credit card in the name of the main driver, to take the deposit. If you would like to pay deposit in cash, please call our support center to check that in advance.

  1. Which currencies do you accept?

We accept the currencies which are available on our website.


  1. How can I use my promotional code?

If you have a promotional code, please enter it in the “Promotional Code” box during the booking process and the corresponding discount will be applied to your booking.



  1. Can I add an additional driver to my booking?

Yes, you can include a maximum of two additional drivers both at the time of making the booking and on your arrival at our offices.

  1. I need a pick-up/drop-off outside of office hours, is there a surcharge?

Pick-up or drop-off of vehicles outside of office hours carries a surcharge. However if you let us know in advance about your out of the office hours check-in and check-out we will do our best for you to avoid the surcharge.

  1. I need a GPS/WiFi/Child Seat. How much does it cost to reserve one?

All these extras are available in the booking process, where you can see their prices.


  1. I am interested in taking out complete coverage. What are my options?

You can choose our Full Peace of Mind Insurance: it includes possible theft coverage, bodywork and paint, wheels, windows, without any deductibles. Terms and Conditions apply.

  1. If I have forgotten to include any extras when making the booking, can I add them when I get to the counter?

You can contract your extras both at the time of making your booking or later by email. We cannot guarantee we will be able to meet such requests on the spot.

  1. Is it possible to pick up the car in the hotel? Is there an extra charge for this service?

It is possible to pick-up the car at your hotel. There is a surcharge that varies depending on the delivery area. If you let us know in advance, we will sometimes be able to provide free delivery of vehicle.



1. Should I bring a credit card?

Yes. The deposit can only be taken via credit card. If you insist to provide deposit in cash, you have to confirm this in advance with our support center.


2. Does the credit card have to be in the name of the main driver?

Yes, the credit card must be in the main driver’s name.


3. Are online payments safe?

BalkanTransfer.com works with Stripe, world’s leading online payments processor, so your payments are always safe and secure.