Question 1

Can I book a car in advance?

Accepted Answer

Yes, and the sooner you book, the more cars you will have to choose from. Online booking is open at any time on our website: enter your rental dates on the home page and choose the car you prefer. On its page, below the price, you will find the “Book” and “Book via WhatsApp” buttons. On WhatsApp we reply from 10:00 to 20:00.
Pick-up must be at least 24 hours after the time at which you book. A rental lasts 30 days at most, and if it lasts 8 days or more the price of every one of its days, the first 7 included, is reduced according to the total length of the rental: the reduction is shown in the breakdown before you confirm and in the Rental terms and conditions.

Question 2

What do I need to rent a luxury car?

Accepted Answer

To book, create your account and complete your profile: your details, your identity document and your driving licence (both sides of each) and your cards. Our team reviews the documentation before handover. The requirements are:
Be at least 25 years old. · DNI (Spanish national identity card), valid throughout the rental. · Category B driving licence held for at least 5 years. Some cars require a longer period; this is indicated on their page. · With a licence issued outside the European Union and the European Economic Area, visitors also need an international driving permit, and residents in Spain need a Spanish or exchanged licence.
At pick-up we will ask you for the original documents. The contract holder, the driver and the cardholder must be the same person.

Question 3

How do handover and return work?

Accepted Answer

One single point: the Príncipe Pío shopping centre (P.º de la Florida, 2, 28008 Madrid), car park level, basement 1. That is where you collect the car and where you bring it back. · Hours: 10:00 to 20:00, every day. The time is agreed when booking, and the system will not accept an appointment outside that window. · On the day: we check your original documents, inspect the car with you and make a digital report with photographs of its condition, which both parties sign, and the deposit is placed. You will already have signed the contract when booking. Allow about 30 minutes. · We do not take the car anywhere else: no home delivery, no hotels, no airport.

Question 4

What is the return like?

Accepted Answer

Return location: the same point at the Príncipe Pío shopping centre, on the agreed date and time, from 10:00 to 20:00. We inspect the car with you and make another digital report with photographs. · Punctuality: there is a margin of 1 hour free of charge over the agreed time. Once that margin has elapsed, one full day at the daily rate is charged for each 24-hour period started. · Preparation: the car is handed over clean and with a full tank, and must be returned the same way. Missing fuel is charged at €30 per quarter of a tank plus a €30 refuelling service fee; extraordinary cleaning, €150.

Question 5

What are the costs of renting a car?

Accepted Answer

All prices include VAT. The rental is calculated in periods of 24 hours, from the pick-up time to the return time, and is paid when the booking is confirmed. It includes fully comprehensive insurance with the excess stated in the contract and the kilometres shown on the car's page. It does not include fuel, tolls or fines.
After the return, the charges set out in the contract may apply: excess mileage, missing fuel, late return, extraordinary cleaning, damage, and fines and tolls, which are passed on at face value with no handling fee. The full table is in the Rental terms and conditions.

Question 6

What payment options are there?

Accepted Answer

The rental is paid when the booking is confirmed, by credit or debit card in the holder's name. If your bank requires it, you will confirm the payment on Stripe's secure page. A booking that is not paid within 20 minutes expires and the car becomes available again.
Two different cards in the holder's name are required: one for the rental and one for the deposit. For vans and people carriers a single card is enough. You add them in your profile and can swap which is which with the “Swap cards” button.
We do not accept cash, bank transfers, cryptocurrencies, prepaid cards or third-party cards. The exception is vans and people carriers: when booking them you can choose to pay at pick-up, by card at the card terminal or in cash (cash payments must be less than €1,000). The price is the same. For any car, you can also agree payment at pick-up with our team at the counter.
We issue a VAT invoice in your name or your company's name.

Question 7

Do I have to leave a deposit?

Accepted Answer

Yes. The deposit is mandatory and is placed on the deposit card, in the holder's name. It depends on the car's category and is shown on its page and in the quote, before you book:
Audi Q5: €500. · Vans and people carriers, Mercedes GLE and Ford Bronco: €750. · Sports cars, Mercedes-AMG G 63 and Land Rover Defender: €3,000.
On rentals of 4 days or less (counted in 24-hour periods from the pick-up time, as on the invoice) it is held on the card when you pick up the car, without being charged, and released within 3 to 7 days of the return. On rentals of more than 4 days it is charged — a bank authorisation expires before the rental ends — and refunded to you within that same period; depending on your bank, the refund may take a few days to appear.
Before that, we check the car's condition, the fuel and the mileage. Assessed damage and outstanding charges are deducted from the deposit; fines are not deducted from it, they are passed on separately.

Question 8

Can my friends or family ride in the car?

Accepted Answer

Yes, they can ride with you. Driving is a different matter: only the person who signs the contract may drive the car. There are no additional drivers, and a second driver cannot be added to a booking. Letting anyone else drive is a breach of contract and leaves the insurance without cover.

Question 9

Are the cars safe?

Accepted Answer

We carry out a test drive and inspect the car in our workshop after every rental. High-performance cars require special care, to which we pay the utmost attention. All of them are at most a few years old, hold an up-to-date technical inspection and are serviced regularly.
All of them carry fully comprehensive insurance with the excess stated in the contract: in an incident covered by the insurance, your liability is limited to that excess. Damage not covered and the days the car is off the road are borne by the renter, as recorded in the return report.

Question 10

Can I shorten or extend during my rental?

Accepted Answer

A booking cannot be extended. If you need more days, make a new booking for those dates, subject to availability. You can return the car before the agreed date by letting us know, but an early return does not entitle you to a refund for the unused time.

Question 11

How many kilometres does the rental include?

Accepted Answer

Each vehicle includes a number of kilometres per 24-hour period, shown on its page and in the quote, with a cap of 3,000 km per rental for the whole fleet. For cars it is 200 km per period (1,000 km over 5 periods, for example) up to that cap. For vans and people carriers, 300 km per period for up to 5 periods; from the 6th period there is no longer a daily limit, but the cap of 3,000 km per rental still applies.
You can add additional kilometres when booking, as long as the total does not exceed 3,000 km per rental; each kilometre above those included is charged at the per-kilometre rate set out in the contract.

Question 12

I've had a collision, what should I do?

Accepted Answer

If anyone is injured, first call the emergency services on 112. If you can do so safely, move the car to a safe place (for example, the roadside). Notify us and roadside assistance immediately, and complete the accident report within a maximum of 48 hours. Do the same in the event of a breakdown or theft.

Question 13

Can I travel outside Spain?

Accepted Answer

The rental is for Spanish territory: you can drive in Madrid and anywhere in Spain. Taking the vehicle outside Spain requires our prior written authorisation; without it, it is expressly forbidden.

Question 14

What happens if I cancel my booking?

Accepted Answer

You can cancel from “My bookings”. The penalty depends on how much notice you give, counted in exact hours up to the pick-up date and time:
More than 7 days (168 hours) before pick-up: no penalty; only the 5% handling fee is deducted. · Between 7 days (168 hours) and 72 hours before pick-up: 50% penalty, with no additional handling fee. · Less than 72 hours before, or no-show at pick-up: 100% penalty, no refund.
The 5% handling fee on the total booking amount is deducted only when the cancellation carries no penalty. The amount retained never exceeds the amount paid, the refund is made to the same card you paid with and, in all cases, the deposit is released or refunded to you. Bookings paid at pick-up (vans booked online, those agreed at the counter and those with a pay-on-pick-up code from the team) are cancelled with no penalty, because nothing has been charged.
Returning the car early does not entitle you to a refund for the unused days.

Question 15

What happens if the car I booked is not available?

Accepted Answer

If, for reasons beyond FNJ LUX’s control —an accident, a breakdown, a late return by a previous customer, the forced prolongation of another rental or force majeure—, the booked car is not available, we will notify you as far in advance as possible and may offer you another one of the same or a higher category, at no extra cost.
If no alternative is available or you do not accept it, we refund the booking amount in full, with no penalty or handling costs, and release or refund the deposit, within a maximum of 72 hours, with no further indemnity. This is the contract's unavailability clause, which you accept with its own checkbox when booking, and it does not apply if the unavailability is due to wilful misconduct or gross negligence of FNJ LUX.

Question 16

Do I have 14 days to withdraw from the booking?

Accepted Answer

No. In accordance with Article 103.l) of the General Law for the Protection of Consumers and Users, the 14-day right of withdrawal does not apply to vehicle rentals for a specific date or period, such as those contracted on this website. If your plans change, cancellation is governed by the cancellation policy on this page.

Question 17

I have an unusual request regarding a booking

Accepted Answer

Didn't find the answer to your question? Get in touch with us and we'll do everything we can to help you.

Question 18

I am flying into Madrid — how do I collect the car?

Accepted Answer

Adolfo Suárez Madrid-Barajas airport is about 15 km from the city centre. The car is always collected at our point in the Príncipe Pío shopping centre: we do not hand over at the terminal.
From Barajas there is a direct metro route with one change (line 8 to Nuevos Ministerios, then line 10 to Príncipe Pío) and taxis, which take 25 to 35 minutes depending on traffic. Book your pick-up time with some room to spare: if the flight is delayed, tell us and we will move it, within the 10:00 to 20:00 window.

Question 19

How do you park in Madrid?

Accepted Answer

In central Madrid, on-street parking is regulated (SER, green and blue zones): you can pay at a nearby parking meter or in the city app. Given the traffic, we also recommend using underground car parks (paid).

Question 20

What places are worth seeing in Madrid?

Accepted Answer

Find events, parties, restaurants and places to visit on esMADRID and Tripadvisor.