Payment & Refund Information
This category provides detailed information on accepted payment methods, deposit policies, invoicing, and procedures for tolls and refunds.
Payment Methods
Can I pay in cash?
No, Klass Wagen does not accept cash as a payment method for car rentals or deposits.
Can I pay with American Express?
No, Klass Wagen does not accept American Express cards. We only accept Visa and Mastercard credit cards for payments and deposits.
If I book a car on Klass Wagen’s website, is it mandatory to pay in advance?
No, prepayment is not mandatory when booking directly on www.klasswagen.com. It is an optional choice. During the checkout process, you can select your preferred payment method: either pay in advance or pay upon arrival. All reservations are secure, regardless of the payment method chosen. However, paying in advance often comes with a price reduction, making it a more cost-effective option for those who prefer to settle their payment upfront.
Deposits & Authorizations
My deposit was unblocked at the drop-off as the car was in perfect condition, but I have not received the money yet. What should I do?
It is important to clarify that the deposit taken by Klass Wagen is a pre-authorization, not an actual payment. This means the amount is temporarily held by your bank and never actually leaves your account; it is simply blocked and can be charged by Klass Wagen only in the event of damage. If you received a POS receipt at drop-off indicating "Anulare preautorizare" (Cancel preauthorization) and "Tranzactie aprobata" (Transaction approved), it confirms that Klass Wagen has initiated the release of the hold.
The time it takes for the pre-authorized amount to become available in your account again depends on your bank's processing times. In some cases, funds are released immediately, while in others, it can take a few days or even 2-3 weeks. Rest assured, the amount is automatically released after 30 days if not processed sooner by your bank. If you wish to expedite the process or check the transaction status, you may contact your issuing bank directly with the provided receipt.
Invoices & Receipts
Can I get an invoice for my payments at Klass Wagen?
Yes, you can certainly receive an invoice for your payments. At the time of pick-up, you will be asked to specify whether you prefer the invoice to be issued in your personal name or your company's name. The invoice will then be sent to you via email on the following day. If you do not receive your invoice by the next day, please contact our Customer Care Department, and they will promptly assist you in resolving the situation.
I received the invoice, but the details are not correct. What should I do?
If you find any inaccuracies or incorrect details on your invoice, please contact our Customer Care Department immediately. Provide them with the necessary corrections, and they will send you an updated and corrected invoice as quickly as possible.
Tolls & Fees (Via Verde in Portugal)
How long does it take to return the Via Verde money/deposit?
Via Verde service is only available in Portugal (excluding Madeira). All toll fees incurred during your rental period for highways, roads, and bridges will be charged to you. The charges for tolls and the Via Verde device activation will be deducted from your security deposit within 30 days after the car's return. The remaining balance of your deposit will then be unblocked.
Why is there an extra charge beside the highway tolls?
The additional charge you see in addition to the highway tolls is for Via Verde device activation. This device is essential for using the Via Verde lanes at toll gates and automatic toll systems in Portugal, ensuring a non-stop journey. Activating the Via Verde device costs €2.23 per day, up to a maximum of €22.30 per rental (including VAT). This charge is separate from the actual toll fees, which are deducted from the security deposit of €150 within 30 days of returning the car.
Why did you charge me the toll money but didn’t return the deposit?
The toll charges and the cost for the Via Verde device activation are deducted from the security deposit within 30 days after the car's return. If you notice that toll charges have been deducted from your deposit, but the remainder has not yet been returned, this is probably due to processing times, which can take up to 30 days. However, if more than 30 days have passed since you returned the car and you still haven't received the remaining amount, please contact our Customer Care team for assistance. You can reach them at customercare.pt@klasswagen.com or +351211454208. We also have a specific email address for toll queries: tolls@klasswagen.com, where we can provide you with more detailed information regarding your specific case.