Fuel and car policies

Our standard fuel rule is full-to-full: you get the car with a full tank and return it full. If it comes back below full, we refuel it and charge you for the missing fuel plus a refuelling service fee. Prepaid fuel is an optional alternative.

How it works

1. Collect the car with a full tank
2. Drive as normal
3. Refuel at any petrol station shortly before you return the car
4. Keep the receipt — it is useful if any question comes up later

If the car comes back below full

We refuel the car and charge you for the missing fuel plus a refuelling service fee. The price per litre and the service fee are stated in your rental agreement.

Prepaid fuel

Pay for a full tank in advance at a fixed price and return the car at any fuel level.

• No last-minute stop at a petrol station before you hand the car back
• Return the car at any fuel level
• Fixed price known in advance, with no surprises
• No receipt needed at return

Tip: prepaid fuel is worth it mainly on longer rentals, or when you expect to return the car nearly empty.

Next step

Add prepaid fuel to your booking under "Manage bookings" on the ETERNAL website.

In rare cases the tank is not completely full at handover. If that happens we note the actual fuel level in eighths on your rental agreement, and all you have to do is return the car at that same level.

How it works

1. We note the fuel level in eighths on your rental agreement — for example 7/8
2. Return the car with the same fuel level that is written on your agreement

Tip: take a photo of the fuel gauge at handover, so you have proof if the level is ever questioned.

The level does not match?

If your agreement says the tank is full but it is not, tell our agent handing the car over — they are with you and can correct the level on the spot before you drive away. If you only notice later, message us and we will update it so you can return the car at the level it was really at.

Already returned the car and been charged?

Get in touch with your reservation number and we will look into it.

Always use the fuel type shown on the sticker on the fuel cap or filler flap of your rental car. That way you fill up correctly whichever country you are driving in.

How to identify the correct fuel

• The sticker on the fuel cap or filler flap shows the fuel type for your car
• Standardised symbols are shown on the pumps: a circle means petrol (E5, E10), a square means diesel (B7)
• If the symbol on the pump matches the one on your fuel cap, it is the right fuel

Common fuel names in the region

Good to know

• Not sure which fuel to use? Get in touch before you fill up rather than guessing
• Filled up with the wrong fuel? Do not start the engine — call ETERNAL roadside assistance straight away

Yes. Pets are welcome, as long as they are properly secured, kept under control and the car comes back clean. A cleaning fee may apply if the interior is heavily soiled.

Securing your pet

Pets have to be secured at all times — in a transport crate, with a harness or behind a boot divider — so the driver is not distracted and the animal is not injured.

Protecting the interior

• Use a protective blanket or seat cover
• Remove all pet hair and coarse dirt before you return the car
• A cleaning fee may apply if the interior is heavily soiled

Travelling abroad with a pet

Taking a pet across the border is subject to the rules of each country — a pet passport, microchip and rabies vaccination are usually required. Check the requirements before you travel, and remember that cross-border travel has to be agreed with us in advance.

No. A strict no-smoking policy applies in all our cars so that every customer gets a fresh, clean vehicle. If a car comes back smelling of smoke, a cleaning charge applies because the car has to be taken out of service for a deep clean.

What counts as smoking in the car

• Cigarettes, cigars and pipes
• E-cigarettes, vapes and similar devices
• Heated tobacco devices such as IQOS or Glo

Why we have this policy

Smoke and vapour residue clings to the upholstery, the headliner and the air vents, and the next customer notices it immediately. Getting rid of it takes a deep clean that lasts far longer than normal preparation, and the car cannot be rented to anyone while that is going on.

What the cleaning costs

The charge depends on how much cleaning the car needs and how long it is out of service, so it is assessed case by case rather than being a fixed amount.

What is allowed

Smoking outside the car is of course fine — just make sure ash, cigarette ends and vape residue do not end up inside.

Did the car smell of smoke at handover?

Tell our agent handing the car over before you drive away, and we will sort it out or give you another vehicle.