At pick-up

We check your documents and card, go through the rental agreement with you and walk around the car together before you drive away. The whole handover normally takes only a few minutes.

Documents and agreement

1. Show your driving licence, ID card or passport, and the payment card in the name of the main driver
2. Add any extras you still need — additional driver, child seat or GPS
3. Read through the rental agreement and confirm it
4. If your booking is Pay at Pick-up, pay by an accepted method and receive your receipt; a prepaid online rental is not charged again
5. We then reserve or charge the separate security deposit on the main driver’s accepted physical card, depending on the card and provider

At the car

We walk around the vehicle with you and record any existing damage in your presence, so it is documented as pre-existing before you set off. Then you receive the keys and the vehicle documents.

Next step

Check your booking details under "Manage bookings" on the ETERNAL website before you travel.

The rental payment and security deposit are separate transactions. A Pay at Pick-up rental is charged or paid in cash at handover; a prepaid online rental was charged earlier. The deposit is then separately reserved or charged on the accepted physical card, depending on the card and provider.

The two transactions

• The rental payment: prepaid online or settled at pick-up, as stated in the booking, with a receipt for the completed payment
• The security deposit: separately reserved or charged on the main driver’s accepted physical card at pick-up
• The deposit is €500 with No Extra Protection and €200 with Basic, Eternal or Full Protection

Note: the deposit is card security, not the deductible or a liability cap. Amounts due under the signed agreement—including documented damage where applicable—may be settled from it, and the unused balance is released or refunded after assessment.

Why it can look different in your banking app

• Both transactions can appear at almost the same time, which can look like one larger charge
• A credit card holds the deposit against your limit without debiting it
• With a debit card, the provider may reserve or charge the deposit; the banking app can therefore show it differently from a credit-card hold
• Exchange rates and the way your bank displays a pending authorisation can make the amount look temporarily higher

After you return the car

The authorisation is released once the vehicle is returned in line with the rental agreement. Depending on your bank, a refund on a debit card usually takes 5 to 10 business days.

Yes. If a car from a higher category is free on the day, you can upgrade at handover. We tell you the exact daily difference before you confirm, so you decide on the spot.

How it works

1. Ask about an upgrade when we meet you
2. We check which higher categories are free for your dates
3. You get the daily rate difference for the upgrade
4. You confirm, and we update the rental agreement before you drive off

An upgrade at handover always depends on what is free that day. If you already know you want a bigger car, changing your booking in advance under "Manage bookings" is the surest way to get it.

Next step

Change your vehicle category in advance under "Manage bookings" on the ETERNAL website.

You are upgraded to a larger, suitable car at no extra cost — you pay the rate of your original booking.

The usual outcome: a free upgrade

• Our aim is always to have the car you reserved ready and waiting
• If your exact category is not available, we upgrade you to a larger suitable vehicle
• You pay your original booking rate — the upgrade itself is free

In rare cases

• An unexpected problem, such as a sudden repair or a late return by the previous customer, can mean only a smaller car is free
• We work it out with you on the spot and arrange alternative transport if it is needed
• Reasonable, documented alternative-transport costs are handled only under the arrangement ETERNAL confirms with you in advance

Next step

Talk to us when we meet you and we will arrange your upgrade or an alternative on the spot.