Car rental: I scratched the vehicle, what should I do?
Did you only notice a scratch on the car after you had already set off, or when it was time to return the vehicle? Situations like this can happen during a car rental in Portugal, and knowing what to do from the outset can help avoid unnecessary complications.
In this article, we explain how to deal with the situation as smoothly as possible and when there is actually cause for concern.
Is a scratch on a rental car a serious issue?
A light scratch in the paintwork, a small dent or a mark on the bumper can happen to any vehicle, whether rented or privately owned, especially in tight car parks or narrow streets.
Car rental companies deal with situations like these every day and have established procedures to assess the damage and resolve it with as little inconvenience as possible for the customer.
Discover some practical tips on parking in Portugal with a rental car to help reduce the risk of scratches and other minor damage.
What matters most is not the scratch itself, but how the situation is handled: when it happened, whether it has been documented and what cover is included with your booking. If the damage is clearly identified and reported promptly, the situation can usually be resolved without unnecessary complications.
How can I confirm whether the scratch happened during my car rental?
Before leaving the Mobility Store with the vehicle, you should always:
- Inspect the car together with a member of the Mobility Store team;
- Make sure all existing scratches and damage are recorded in the rental agreement;
- Take your own photos or videos of the vehicle from all angles and in good lighting.
Without this initial record, it may be more difficult to prove that a scratch was already there before you collected the car.
Transparency at pick-up is one of the aspects our customers value most. In a review published on the Drivalia website, one customer noted that, when collecting the vehicle, “the existing marks on the car were pointed out” — a simple precaution that helps avoid any uncertainty when the vehicle is returned.
Drivalia recommends: “Always take photos of the car before leaving the Mobility Store, even if the team has already recorded the existing damage in the rental agreement. Having your own dated and time-stamped record is the simplest way to avoid any uncertainty when returning the vehicle.”
Is this type of damage covered by the car rental protection?
All Drivalia car rentals include basic cover for situations such as vehicle damage, impact, collision, overturning, theft, vandalism or natural events.
However, how each case is handled depends on the conditions of your rental, the applicable excess, the circumstances in which the damage occurred and any exclusions set out in the rental agreement.
For this reason, the vehicle is inspected by the Mobility Store team at the end of the rental.
If any new damage is identified, the situation is assessed and, where applicable, the corresponding charge is calculated in accordance with the terms of the rental agreement.
Before collecting the vehicle, make sure you check:
- Which types of damage are covered;
- The amount of the applicable excess;
- Which situations are excluded;
- Whether any additional cover is available to reduce or eliminate the excess.
This way, you know exactly what is included in your rental agreement and can avoid unexpected charges when returning the vehicle.
What should I do if I notice a scratch on the rental car?
Contact Drivalia as soon as you notice the damage, even if you are not yet sure when it happened. Reporting it promptly can help resolve the situation more quickly and prevent unnecessary complications when the vehicle is returned.
Drivalia recommends: “Do not wait until you return the car to mention a scratch you have noticed. A quick call as soon as you spot the damage can often resolve the situation within minutes.”
I collected the car and accidentally scratched it. What should I do now?
Regardless of when you noticed the scratch, follow these steps:
- Check whether the scratch is already documented in the photos taken at pick-up;
- Confirm what type of cover is included with your booking;
- Contact the Mobility Store where you collected the vehicle as soon as possible;
- Explain what happened clearly and transparently rather than waiting until the vehicle is returned.
Rent a car with Drivalia and know what to do if something unexpected happens
A scratch in the paintwork does not have to disrupt your trip. Taking photos of the vehicle at pick-up and contacting the Mobility Store as soon as you notice any damage can help clarify the situation and ensure the correct procedures are followed.
With the right information and support from the team, it is easier to understand what to do and avoid uncertainty when returning the vehicle.
