Which vehicles are available to rent?
Check our fleet here.
Where can i pick up / drop off Cael´s car?
On any station where Cael is located. Lisbon, Porto and Faro. For more details about our locations please click here.
What is the minimum age to rent a car?
Minimum age to rent a car is 23 years old and a 2 years of driving experience (with driver license). If the driver doesn´t has 23 years old the Young Driver fee will be charged. Fee amount will be taken in consideration according with the price at that moment.
What is included on the rental rates?
The rental price includes insurance called ´Third Party Insurance´ with the deductibles set out in the current ´Deductible Table´, as well as mechanical assistance for the rented vehicle.
Can the vehicle be picked up / dropped off after the regular station working period?
Yes, according with the after-hours period of each station. The client must be aware that an after-hours fee will be charged. Fee amount will be taken in consideration according with the price at that moment.
How is the reservation payment processed?
The reservation preview amount is paid at the time that you are completing the booking process.
What type of credit cards are accepted by Cael?
Reservations made through Cael´s website accepted are VISA, MASTERCAD and Paypal.
Reservations made at the Cael´s stations payment methods accepted are VISA, AMERICAN EXPRESS and MASTER CARD for the initial deposit. For payments at the desk payment methods accepted are VISA, AMERICAN EXPRESS, MASTER CARD and DINNERS CLUB.
Can I cancel my reservation?
Yes, the cancelation request must be sent to the reservation department with the reservation number to the email customer.service@cael.pt
For more information regarding CAEL´s cancelation policy
click here.
Can I cancel my reservation even if the reservation was not requested directly to CAEL?
No. You have to contact the same entity that took care of the reservation creation request. Cancel directly with the operator who you made the reservation with.
When do I receive the reservation confirmation?
The reservation is only confirmed after the payment is done. After you will receive a confirmation email within the next 24 hous.
Which documents are necessary to pick up the car?
You must always physically have the identity card or passport, driving license and a valid credit card with sufficient funds for the deposit ( Franchise or Excess) according with the reserved group and sufficient funds for the deposit for Toll service, according with the average reference value.
There are any additional cost to pay at the counter during the pick up?
All services not accepted/selected during the reservation creation process.
Amounts related to fuel, damages, additional days, tolls, and other charges will be charged after, except in exceptional circumstances.
Can the franchise/excess be reduced?
Yes. By acquiring complementary products such as SCDW (Super Collision Damage Waiver). This product can be added to your rental at the pick up time. To fully cover the vehicle VIPN ( Tyre and Glass) can also be acquired.
Can I drive across the border with my rented vehicle?
Cross-Border driving is not allowed without prior written consent by CAEL and payment of the corresponding fee.
Can the car be driven for more than one person?
Yes. However, the additional driver complementary product must be acquired. This product can be added to your rental at the pick up time by paygin the correspoding fee.
The car is broken, and assistance is necessary. How to proceed?
You must call to 24 hours road assistance that will help you during this process. The contact is on the vehicle documents.
If an accident occurs, how to proceed?
Communicate the accident to local authorities ( Police) to register the incident, and to CAEL within the 24 hours counting from the accident time. The accident mutual statement term must also be filled and send it to CAEL or deliver in one of our stations within the next 5 days after the accident. Never declare guilty to the third party involved.
I need to extend the rental agreement. How to proceed?
To extend your rental, you must visit one of our locations to complete the extension process and pay the additional fees.
For any type of rental signed with CAEL, in the event of an extension, the customer is informed that the additional days will be considered at the public rate, not the amount booked at the beginning of the rental.
Please note that extensions are subject to fleet availability, and it may not be possible to extend the rental.
Can the vehicle be returned after the expected date/hour?
You need to contact and inform the station where you will return the car. An additional amount will be charge according with the rate applied at that moment. After hours fee can be charged if applicable.
Can the vehicle be returned on another station?
Yes. According with the pick up station and the station where you want to return the vehicle, additional fees may be applied, designated by CAEL as “One-Way”. Nevertheless, you need to previously inform CAEL that you intend to return the vehicle on a different station.
Is the credit card mandatory?
Yes, in addition to the remaining documentation, citizen card or passport and driving license, the credit card is mandatory and must have the necessary funds according to the deposit of the reserved group and for the for Toll service, according with the average reference value. Even if the customer accepts the complementary products, SCDW (Super Collision Damage Waiver), the credit card must be presented.
Tolls and ex-SCUT´s
Via verde service is mandatory and allows, through the use of an identifier provided by CAEL, to determine the value of tolls, on motorways or bridges that have a toll point.
The etoll service will be paid at the pick-up time. Tolls amounts are calculated and paid at the vehicle drop off. If not available at the time, the remaining amount will be charged to the credit card, once available.
This service is accepted due to changes to the Portuguese law 84-C/2022 from 9th December 2022.
Cancelation or release of the franchise/excess or amount to refund.
The entities responsible for the credit card define the deadline for the refund / cancelation amount. If the customer don´t receive the amount on his account on the expected period, it should contact his bank to verify the motive. Cael is not responsible for this process.
