Frequently Asked Questions

You can read our terms and conditions by using this link or in the "Terms" section of our website.

DL Rent has offices in Sofia, Plovdiv, and Stara Zagora, including locations at Plovdiv Airport (in the Arrivals terminal hall) and Sofia Airport. The exact addresses are:

• Plovdiv Office: 20 Kuklensko Shose Blvd; Plovdiv Airport.
• Stara Zagora Office: 83 Tsar Simeon Veliki St.
• Sofia Office: Mladost 1A, 37 Aleksandar Malinov Blvd (Eko Gas Station).

Full information about our offices can be found in our contacts section.

During the summer season, our offices are open every day from 10:00 to 19:00, and during the winter season from 09:00 to 18:00. Service at Plovdiv and Sofia airports is available by prior arrangement. An additional fee may apply for picking up or returning a vehicle outside of working hours. An out-of-hours fee applies to certain periods or holidays.

A valid driver's license and an ID card or passport are required. For some foreign citizens, an International Driving Permit (IDP) may be required alongside the original license. If you have chosen to guarantee the deposit with a card, a bank card (debit or credit) in the name of the main driver is also required. All documents must be valid for at least 24 hours after the end of the rental period.

You can drive with a license issued in another country. You must possess regular and valid personal documents: a passport/ID card and a driving license. In the event that your driver's license was NOT issued by a member state of the European Economic Area (EEA) or the Swiss Confederation, you must provide an International Driving Permit (IDP) or a legalized translation of the original driving license (the original license must always be presented as well) and complete a declaration on-site at our office upon pickup. An International Driving Permit can be requested and obtained online on this page.

Standard requirements are a minimum of 3 years of driving experience and being at least 21 years old. Additional requirements regarding age, experience, or deposit may apply to certain vehicles. We do not accept provisional/learner licenses or licenses with restrictions incompatible with the selected vehicle.

The refundable deposit is an amount blocked on your card when picking up the vehicle. Its amount varies depending on the vehicle class. It serves as a guarantee to cover potential costs in case of damage, missing items, or non-compliance with the general rental terms and conditions. If the vehicle is returned in the same condition it was received, the deposit is unblocked in full. The refund may be partial or withheld entirely in cases such as missing fuel/electricity, late return, a dirty vehicle, or other contract violations. The deposit is fully refunded provided that the General Terms and Conditions have been met, the necessary report/certificate for the event is available, and a call has been made to our national number.

Yes, in many cases we accept a debit or credit card (Visa or Mastercard) issued in the name of the main driver. The deposit amount is not withdrawn from your account; it is only blocked.

Yes. With us, you book a specific car, not "or similar". The photos on the website are of the actual vehicles you will be driving.

No. DL Rent does not charge an additional airport fee for Plovdiv Airport or Sofia Airport.

Our prices are final and include Third-Party Liability insurance, Collision Damage Waiver (CDW/Kasko), a paid vignette road tax for the territory of Bulgaria, 24/7 roadside assistance, a replacement vehicle in case of a technical issue (due to normal wear and tear or a manufacturing defect within the territory of the Republic of Bulgaria), seasonal tires (winter and summer), standard unlimited mileage (for standard rentals in Bulgaria), and 20% VAT.

The price does not include additional insurance (zero financial liability for insurance events), damage to tires, rims, windows, and interior, vehicle delivery and collection to/from a location other than Plovdiv and Stara Zagora, insurance and road taxes for travel outside the borders of Bulgaria, fuel, and AdBlue (for diesel engine vehicles).

For standard rentals in Bulgaria, there is no mileage restriction. For long-term and monthly rentals, a mileage of up to 2,500 km per month is included. If you are planning a longer trip or require a higher mileage allowance, we can offer custom terms.

Yes, DL Rent offers the possibility to travel to countries neighboring Bulgaria with prior approval and an activated cross-border package. The necessary documents are issued for the trip, including a power of attorney and a Green Card if required. You need to send the driver's documents at least 1 working day in advance. The administrative fee applies to visiting one of the listed countries (Greece, North Macedonia, Serbia, Romania, and the European part of Turkey including Istanbul). For each subsequent country, the customer pays an additional fee amounting to 50% of the fee for the first country. A higher deposit may be required for certain routes and vehicles.

Yes. We offer certain selected models for young drivers over 21 years old under special conditions, which you can review in the dedicated "Young Drivers" section at the bottom.

For each car on the website, an approximate trunk capacity and number of suitcases are indicated.

Yes, a large portion of our vehicles feature Apple CarPlay and Android Auto.

Yes. We have 8+1 seat vehicles for families and large groups.

Yes. We have both diesel and gasoline vehicles.

DL Rent offers car delivery and collection to any hotel or address in Bulgaria upon prior request between 08:00 and 18:00. If a pickup/return location other than an office in Plovdiv or Stara Zagora is selected, a delivery fee is charged, which is calculated automatically during the booking process or negotiated additionally.

The vehicle is provided with a full tank and must be returned full. If returned with missing fuel, the customer pays for the missing amount as well as an administrative fee. We recommend using gas stations from established chains such as OMV, Shell, Petrol, and LUKOIL. For vehicles with diesel engines, the AdBlue tank (exhaust gas purification fluid) is also delivered full and must be returned full only with original Volkswagen fluid. Refilling with bulk AdBlue fluid from a gas station pump is not allowed. Upon returning the vehicle, the missing amount of AdBlue is paid extra (the approximate consumption is 1 liter for every 500 km driven).

You can make a booking directly through our website, with the option to pay a 20% deposit or 100% of the rental amount online. A booking can also be made by visiting our office or by calling our national hotline at +359 898 63 62 46. We recommend making the booking at least 7 days in advance. If you wish to book within a timeframe of less than 24 hours (last-minute booking), please contact us immediately by phone.

When making a booking through our website, you can choose one of 2 options: partial or full prepayment. A reservation of the desired vehicle is guaranteed only when a prepayment is made. If you do not make a prepayment, the booking cannot be confirmed and the vehicle will not be held.

We accept payment in cash (at our office), by debit or credit card (on-site or via the website's virtual POS terminal), as well as via bank transfer. The deposit must be guaranteed with a debit or credit card; for certain vehicles, a cash deposit may be allowed upon prior approval.

The booking is considered confirmed after the deposit or full payment is received. You will automatically receive an email with the rental details, after which our representative will contact you by phone within 24 hours to finalize the details.

Changes or cancellations of a confirmed booking can be made via email or phone inquiry up to 72 hours before the start of the rental period without incurring fees. If the period changes, the rental price is recalculated according to current rates for the new period. In case of cancellation or change less than 72 hours before the start, the customer owes a penalty of 20% of the booking value, but not less than the price of one rental day. If the cancellation/change occurs less than 24 hours before the start, the full delivery fee (if requested) is also owed. Additional services are not included in the penalty.

Please notify us as early as possible. If a flight number is provided in advance, we track the current schedule information and arrange your meet-and-greet. An additional fee may apply if the vehicle is picked up outside of working hours due to a flight delay. In the event of a canceled flight, contact us as soon as possible so we can offer a date change, postponement of the booking, or another suitable option based on availability.

Yes, DL Rent issues invoices to individuals and legal entities within 5 days after payment is made. You can request an invoice in advance (via email or phone), or on-site when paying the amount at our office, by providing the necessary billing details.

Standard pickup procedures take between 10 and 20 minutes depending on the vehicle and payment method. Upon pickup, an official rental agreement and a handover protocol are signed.

Together with our representative, the exterior and interior condition of the vehicle, existing defects, fuel/AdBlue levels, documents, tires, and equipment are checked. All existing defects must be documented in the handover protocol. It is not mandatory, but we strongly recommend taking your own photos or video upon vehicle pickup and return.

Yes. With pre-provided flight details and a confirmed booking, we arrange a meet-and-greet by our representative directly at our offices at Plovdiv Airport or Sofia Airport.

The deposit is blocked on your bank card (or paid in cash upon prior approval) on-site, immediately upon picking up the vehicle, before the start of the rental.

Yes, it is possible to add an additional driver to the rental agreement for an extra fee or according to the terms of the current offer. They must also provide valid personal documents on-site.

Yes, we offer various types of child car seats and boosters for an additional fee. A prior request during booking is required.

Yes, pets are allowed to be transported in the vehicle, but only in a suitable and secure pet carrier. The vehicle must be returned in a good, clean, and welcoming condition.

In case of a technical problem, breakdown, or dead battery, contact our representative immediately. We provide 24/7 assistance and roadside support. Depending on the situation, we will arrange a jump-start, a repair, or provide you with a replacement vehicle (free of charge, provided that the breakdown is due to normal wear and tear or a manufacturing defect).

Please contact us as soon as possible. Changing a flat tire with the spare tire is performed by the renter. We will assist with instructions or roadside support depending on the specific situation and location. Please note that damage to tires, rims, hubcaps, and glass is not covered by the standard insurance (Kasko) and you may be charged additionally for them, unless you have additional insurance coverage.

In the event of an accident, you must call the national emergency number 112 to inform the competent authorities (the Police) and immediately notify us using the contact phone number specified in the rental agreement. You are required to wait for law enforcement on-site and obtain the necessary protocols and documents regarding the incident.

Yes, extending the rental remotely is possible subject to prior approval from DL Rent. We recommend making your request as early as possible so we can check the vehicle's availability for the next period. The extension is considered confirmed once approval is granted from our side and payment for the additional days is completed before the expiration of the current rental. The extension price is calculated based on the current pricing period and the total number of rental days.

After payment is made, the necessary documents will be available at the company office where the vehicle was provided. DL Rent is not liable for the consequences if the customer fails to appear to collect the documents. We highly recommend inquiring about extending your reservation as early as possible due to the risk of running out of availability. If the customer does not pay for their extension before the expiration of their current contract, they may be subject to late penalties specified in the General Terms and Conditions of the rental agreement.

When the rental includes traveling abroad, an additional power of attorney is issued for the extension period upon its renewal. A fee amounting to 30% of the initially paid cross-border fee is charged for this.

No. Only drivers explicitly listed in the rental agreement upon vehicle pickup are authorized to operate the vehicle.

No, smoking inside the vehicles is strictly prohibited. If a violation is detected (odor, ash, cigarette butts), a fine of €200 is imposed.

You must contact us immediately. All costs related to replacing keys, remotes, or original documents are fully covered by the renter.

Contact us as soon as possible and send a photo of the dashboard indication. We will provide immediate instructions based on the specific situation.

All vehicles have a valid electronic vignette for the territory of Bulgaria. All fines, traffic tickets, citations for violations of the Road Traffic Act, and secondary road tolls (including abroad) during the rental period are entirely the responsibility of the renter. When processing a recorded violation and a resulting electronic ticket, an additional administrative fee is applied for processing the documents.

In the event of early termination of the rental, we refund 30% of the cost of the unused days, while the remaining 70% is retained as a cancellation fee. This policy compensates for the lost opportunity to rent the vehicle to other customers, as the car was held exclusively for your booking. The total amount due will never exceed the originally agreed reservation price.

Standard procedures for vehicle return and condition inspection take between 5 and 15 minutes.

The vehicle must be returned with a clean interior and exterior. An additional cleaning fee is charged for heavily soiled interiors, accumulated sand in the cabin or trunk, and stains on the upholstery. The vehicle must also be returned with the same level of fuel/AdBlue it was delivered with (full-to-full). In case of shortages, the cost of the fuel at current rates plus an administrative fee is charged.

The deposit is unblocked immediately after checking the vehicle for new damages, missing items, unpaid fines, or fees. If the vehicle is returned heavily soiled, it is cleaned first, then inspected, and only then is the amount released. The timeframe for the money to appear in your account depends entirely on your servicing bank. The condition of the car is photographed and compared with the initial handover protocol. In case of new damage, an assessment is prepared according to the contract and insurance coverage.

Returning the vehicle outside of working hours is possible by prior arrangement and for an additional fee. Leaving keys and documents in the absence of a representative is permissible only with the explicit consent of both parties. Company policy strictly requires a physical inspection for damage and fuel. Unilaterally abandoning the vehicle without handing over keys or documents is subject to a substantial additional fee.

Yes, we offer vehicles for young drivers over 21 years old (with less than 3 years of experience). However, special conditions apply: restrictions on certain higher vehicle classes, destination restrictions for traveling abroad, and a requirement for a higher deposit.

Young or less experienced drivers carry a higher risk of accidents, which is why a double deposit amount is typically required. For this category of customers, we offer selected, more compact, and low-risk models such as: VW Up, VW Polo, Hyundai i10, Hyundai i20, and Hyundai Bayon.

Yes, we accept valid foreign driver's licenses. For countries outside the EEA and the Swiss Confederation, an International Driving Permit (IDP) or a legalized translation of the original driving license is also required. We do not accept provisional, learning (learner/provisional) licenses, or licenses with counterfoils/restrictions that do not permit independent operation of the selected vehicle.