General Questions

Frequently asked questions

Before booking

Where can I read the full rental terms and conditions?

You can read our full rental terms using this link.

Where are located the offices of VIVO Rent A Car?

Detailed office information can be found hire.

What is the working time of VIVO Rent A Car offices?

All offices are open 09:00 – 18:00,except Sunday. Offices also service customers out of working hours at additional charge.

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

There is additional fee of 25 € for pick up/drop off “Out of working hours” 18:01h – 8:59h

Do you provide deliveries to hotel/address?

VIVO Rent A Car provides delivery to hotels/addresses everywhere in Bulgaria. By prior request.

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

Returning a car in different office from the pick up office is called “One way rental”. There is “One way rental” fee depending on the distance, which is calculated automatically during the reservation . Read our full rental terms for additional information.

When there is additional delivery fee

When the pick up/drop off place is different from office of VIVO Rent A Car, it is possible to be added “delivery fee” depending on the distance, which is calculated automatically during the reservation process.

Is it allowed to visit other countries? What countries are allowed?

Border exit: Greece, Romania, Macedonia, Serbia on request. The mentioned fee is for 1 country only. For each additional country the fee 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. The required security deposit is double. More information here

Is there additional charge for cross border?

An additional administrative fee  depends on the selected car,The mentioned fee is for 1 country only. For each additional country the fee is increased by 50%. The security deposit is double. All drivers must send by email the driver’s license and passport data at least 3 working days before the rental pick-up date.

Is there minimum age for renting a car?

The minimum driver age is 21 years and should have a driving license for a minimum of two years. Drivers under 21 years or with less than 2 years experience must pay additional “Young driver” fee 6 euro per day and double deposit. Restrictions may apply.

Is there mileage limitation?

There is no limit of the mileage.

What is the fuel policy?

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

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

When booking through our website you can choose from 3 options: quotation, partial prepayment and full prepayment. Only when prepayment is made, we guarantee you reservation. When choosing to send us quotation it is possible to ask you for a prepayment to reserve your car.

Do I need a credit card when pick up the car? Can I use a debit card?

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

Is the local Road Tax (Vignette) included in the price?

The price includes Road Tax (Vignette) the territory of the Republic of Bulgaria.

Can I drive with non-Bulgarian driving license?

You can drive with license issued in different country than Bulgaria. The license should not be expired or expiration date during the rental period!

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

When booking directly on the website of VIVO Rent A Car or in an office of the company winter equipment is included in the total price. Additional charges are only snow chains.

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

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

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 car available for hire on our website. In case the chosen car is not guaranteed 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 insurances are included in the price?

Insurance “Liability” applies to the European Union. Standard insurances which are included are CDW and TP. More about insurance read on our rental terms page.

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

The difference depend 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.

Do I need to pay for additional driver?

Every additional driver is paid extra 3 euro per day.

I want to visit other country, can I do this?

You can add Cross border during the rental process (on 3rd step) and add the name of the country as comment. You need to provide the following documents: driver’s license and ID card not later than one week before the rent. You can also upload all needed documents in your account. These documents are required to prepare a power of attorney or a green card for going abroad. There is a one-time fee of depending on the class of rented vehicle. Requires double deposit.

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 by pre-sent data from driver’s license and ID card / passport client / clients. When VIVO Xpress is completed, the contract will be completed when you arrive for your car.

Can I send only a quotation, without making payment?

You can choose this option. This way you make а request, not reservation.

How do I pay for the online booking?

Methods of payment are: Credit Card or Debit Card, bank transfer and PayPal

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.

After bookings is made I made a booking, what is next?

You will automatically receive e-mail with reservation number.

Can I change booking details?

When you already have a reservation number you can make changes.

Can I change my rental dates?

Dates may also be changed, but preferably not at the last moment so we can be able to make the amendment.

I’m arriving in Sofia Airport. Will I be expected by someone and how to reach the office?

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

Will I be refunded if I cancel my booking?

Yes, but cancellation less than 72 hours before the start of the rental period.

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

Car rental agents follow the schedules of the planes, but you should inform us in advance of the change.

What I have to bring with me on arrival?

To pick up your car on arrival it is mandatory to bring valid driver’s license, passport/ID. We recommend to have also credit card for deposit.

What if I return the car earlier?

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

What is the rental procedure?

The contract for rental will be filled out and the agent will provide a copy. You will pay the rent and optional extras, if there are any. The full rental amount can also be paid before the pick up. You can get additional damage coverage during the pick up procedure. The refundable security deposit will be blocked on your credit card (refunded at the end of the rental period) You and the rental agent will look at the car for any kind of damages. In case of scratches they will be marked on the rental agreement.

What is refundable security deposit?

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

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

If the customer is late with the returning of the car without informing us, 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 if there is more than 1 driver?

Every next driver fits into the contract and should pay fee 1.00 € (max. 30 €)

What happens if I have accident during rental?

In case of accident it is mandatory to call on the contact phone number listed in the rental agreement as well as 112 and inform the competent authorities (police) then you have to fill Protocol.

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

For damage on tires you could be charged additional. If you have “Full Protection” insurance you will not be charged. It is concluded for an additional charge on request and released him from liability in case of damage to tires, wheels, windshield and chassis.

Can I extend my rental period during rental?

To extend the rental you have to inform in advance and visit one of our offices to sign a new contract for the extension. In case of impossibility to extend the rental of the car you are driving, we can offer you an alternative car.

What if I lose the car documents or keys?

You should immediately tell us in case of keys or document loss. The fee for lost documents is: 200 € (including loss of panel cassette or CD). The fee for lost keys also is 200 €.

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