Help & support

Это Прокат is a car rental marketplace. You can choose a car from rental companies here and compare offers for your trip. Rental terms depend on the car and rental company you choose.

Enter the pickup location, dates and times for pickup and return. Choose a suitable car, review the rental terms and fill in your booking details. After placing the order, wait for confirmation.

The city, dates, rental length, the car and any extra services you choose. Compare offers for your dates and check the final total before booking.

Yes — start with a search for your dates and compare offers. Before confirming the booking, check the final total and the services included.

What's included depends on the offer. Before booking, check the included mileage, insurance terms, extra services and any possible surcharges. A deposit, if required, is separate from the rental price.

Check what the offer specifies: a specific model or a car category. If you book a category, a different model within that category may be issued. If a specific model matters to you, confirm it before booking.

Wait for confirmation of the car's availability and the order terms. If pickup is coming up soon and the status is still unclear, contact support. Submitting a request does not by itself mean the car is confirmed.

Have a passport and a valid driving licence ready. The exact list of documents and payment requirements depend on the rental company — check them before booking. The driver's details must match the documents they present at pickup.

Age and driving-experience requirements depend on the rental company and the car. A young-driver surcharge may apply. Check the restrictions on your chosen offer before booking.

Check the availability of these options before booking. Extra services may be charged separately. A second driver must meet the rental company's requirements and be listed on the contract before they drive.

Tell support before you pick up the car. Whether this is possible depends on the booking terms — the order may need to be reissued. Don't hand the car to someone else without the rental company's confirmation.

Available payment methods and the payment schedule depend on the offer. Before confirming the order, check how much is due at booking versus at pickup, and which payment method the rental company accepts.

The deposit secures your obligations under the rental agreement. Its amount, how it's collected and how it's returned are set by the rental company. If a card hold is used, that amount is temporarily blocked, not charged — check how the deposit is collected before you pay.

This depends on the offer. If a no-deposit rental is essential for you, confirm this before booking. No deposit does not mean no liability for the car.

The timing and process are stated in your rental terms. They may depend on the car inspection and how the deposit was collected. If that time has passed, contact support with your booking number and the car's return date.

Contact support with your booking number and the changes you want. Whether this is possible depends on availability and your order terms; the price may change. Wait for confirmation of the new terms.

Tell support you want to cancel and give your booking number. Whether a refund is possible, and any deduction, depends on your order terms and how close it is to pickup. Check the cancellation rules in advance and keep your cancellation confirmation.

A no-show can lead to a charge being withheld under your order terms. If your plans change, tell us in advance about a cancellation or a new time. If you're running late, warn the rental company and agree on a new pickup time.

Don't pay again until you've confirmed the order's status. Contact support and give the contact details you used to book, the time and amount charged, and the order number if you have one. Never share your full card number, security code, or codes from bank messages.

The pickup location and process are set by your booking. Follow the personal instructions for your order. If you don't have them, or they're unclear, contact support — we'll confirm the meeting point and the handover process.

Contact support and give your booking number, the airport and the terminal where you are. We'll confirm the meeting point for your order and help you reach the person handing over the car.

Report the delay and your new arrival time as early as possible, using the contact from your order or support. Whether pickup can be pushed back needs to be confirmed with the rental company — it depends on their working hours and your booking terms.

Whether pre-registration is available depends on the rental company. If your order includes a form or document check, complete it following the instructions you received. Document requirements at handover still need to be checked separately.

Inspect the body, glass, wheels and interior. Check the fuel or charge level, the equipment and the documents. Photograph the car's condition and make sure any damage or remarks you find are recorded in the handover report before you sign it.

Tell the staff handing over the car and record the issue with photos or video before you drive off. If it can't be resolved on the spot, contact support with your booking number and the evidence. Fixing the issue, replacing the car, or compensation is decided case by case.

Compare the replacement offered with your booking terms. If it doesn't suit you, key terms have changed, or an unexpected surcharge appears, contact support before accepting the replacement or paying. Give your order number and describe exactly what the rental company is offering.

Discuss with the rental company exactly what doesn't work for you. A swap depends on availability and your rental terms; a different category may cost more. If the reason is a fault or a mismatch with your booking, report that separately.

This depends on the pickup location and the rental company. Give the exact time when booking and confirm the late pickup in advance. Service outside normal hours may involve a surcharge.

Contact the rental company or support before the scheduled return time. An extension depends on the car's availability and needs confirmation; the rate may change. Sending a request does not by itself mean the rental has been extended.

Check the car's permitted area of use and agree the trip with the rental company in advance. Some destinations may carry restrictions, extra conditions, or a fee.

The mileage limit and the cost of exceeding it depend on the offer. Check them before booking, especially for a long trip.

Don't keep driving if the car is faulty or it's unsafe to continue. Contact the rental company's assistance line using the contact in your rental documents. Give your location, the car's details, and what happened. If you can't get through, contact Это Прокат support.

If you can stop safely, do so and contact the rental company's assistance line. Give your location and describe the problem. Agree on next steps and any possible cost before calling a third-party service.

Contact the rental company or its assistance line. Give the car's model, your location, remaining charge and any error message shown. Don't force the connector, and stop trying if the equipment looks damaged.

Don't start the engine. If you notice the mistake while driving, stop somewhere safe, turn off the engine and don't restart it. Contact the rental company's assistance line and tell them which fuel you used and whether you started the engine.

Whether a replacement is possible depends on the cause of the fault, your rental terms and car availability. Contact the rental company or support to agree on a solution. Before renting another car at your own expense, check whether its cost will be reimbursed.

Contact the rental company or its assistance line and give the car's location. Don't try to break into the car yourself. How you're helped, and any cost, depends on your rental terms.

Agree this with the rental company or its assistance line first. Work you pay for yourself may not be reimbursed without prior agreement. If people are in immediate danger, call emergency services first.

Check the offer's terms: what's covered, and what's charged separately, can vary. A call-out, towing and repair aren't necessarily bundled together. When you call, ask what's covered and what the work might cost.

Follow the return location, time and process stated in your order and contract. If you can't find the return point, contact the rental company or support before the rental ends — we'll confirm the instructions for your booking.

This needs to be agreed with the rental company in advance. Whether it's possible, and the cost, depend on the route and your rental terms. Wait for confirmation of the new return point.

Only if this is set up and agreed with the rental company. Get precise instructions in advance for where to park, how to leave the keys, and how to record the car's condition. Confirm how the end of the rental is verified.

Warn the rental company before the agreed return time and tell them when you can arrive. A late return may incur an extra charge. If you need more time, request an extension.

Agree the new return time with the rental company. An early return doesn't always mean a refund for the unused days — recalculation depends on your order terms.

Check the requirements in your contract — fuel/charge level and cleanliness rules can vary. Not meeting the agreed requirements may lead to an extra charge. If the rules are unclear, check before you return the car.

This depends on the terms of the fuel option. Before buying it, check whether unused fuel is refunded — this isn't always included.

Ask for a breakdown of the charge and compare it against your contract. If you disagree, contact support with your booking number, the amount, the charge date, and supporting evidence — the return report, photos or receipts.

Contact the rental company or support as soon as possible. Give your booking number, the return time, and describe the item and where it may have been left. Whether it can be handed over or shipped is confirmed once the item is found.

Use the support contacts on the site, or the contact from your booking. Briefly describe your question. If we need to find your order, give your booking number or the contact you used when booking.

Contact Это Прокат support with your booking number, what happened, and the outcome you're expecting. Attach photos, correspondence or documents if you have them. If the issue is stopping you picking up the car or continuing your trip, say so right away in your message.

Send a request to support with your booking number and the documents you need. For documents made out to a company, include its details. Who issues the documents, and in what form, depends on the service and who received the payment.

Tell support who you'd like to reach, the subject of your query, and a convenient way to reply. This helps route your request to the right person or department.

Contact us about partnering with Это Прокат. Include your company name, the cities you operate in, an approximate fleet size, and a contact for follow-up. Onboarding terms and next steps are discussed individually.