Frequently Asked Questions

When you come to pick up your rental car, please make sure to take with you:

• a copy of your voucher;
• the main driver’s credit card with sufficient funds for the car’s deposit;
• each driver’s valid driver’s licence, which they have held for at least 12 months (often 24 months is required);
• any additional documentation, such as a passport or any other ID required by the car rental company.

Please note that only a valid driver’s licence that you have held for at least 1 year and that has no traffic violations will be accepted. Some car rental companies may also require an International Driving Permit (IDP) if you are renting a car outside your country of residence. An IDP is an official translation of your driver’s licence that allows you to drive in other countries. It is not a replacement for your regular driver’s licence, so you must carry both documents when required.

Requirements vary by car rental company, so please check the supplier’s terms and conditions before picking up your vehicle. We will send you your rental voucher 48 hours before your pick-up time.

Only people listed as drivers on the car rental agreement can drive the car. If you require additional drivers, please include them in your reservation request. You may also add additional drivers at the rental counter when you pick up your car. An additional fee may apply and this will be paid at the rental counter (unless specified otherwise on the Wisecars voucher). Everyone driving the vehicle must be in possession of their driver’s licence at all times.

If your flight is delayed or cancelled, please call our customer support team or the car rental company as soon as possible. If you have already provided your flight details, the car rental company may be able to track your flight. Most car rental companies will hold your vehicle for up to one hour, but policies regarding flight delays and late arrivals may vary by company.

Wisecars is not responsible for, and shall not be held liable for, any loss, damage, or changes to your plans resulting from flight delays or cancellations.

If you want to add an additional driver, they must be present with you when you pick up the car and provide a valid driver’s licence. In most cases, they must have held their licence for at least one year. If the additional driver cannot be present at pick-up, you will need to return to the rental counter with them later to have them added to the rental agreement.

The rental company will charge an additional driver fee for the entire rental period. The same requirements that apply to the main driver also apply to all additional drivers.

If your additional driver is under 30 or over 65, please check the car rental company’s terms and conditions, as additional age restrictions or fees may apply.

Each car rental company has its own age requirements, but most will rent to drivers between the ages of 21 and 70. If you're in the 21 to 25 age range, you will likely have to pay a young driver fee. If you're 65 or older, you may have to pay a senior driver fee.

You can amend or cancel your booking in just a few simple steps. Scroll down to the bottom of this page and contact our customer support team by submitting a support ticket, calling us, or using our live chat. Our agents will be more than happy to help you.

You can upgrade your car before your trip starts. As with any other reservation amendment, simply scroll down to the bottom of this page and contact our customer support team by submitting a support ticket, calling us, or using our live chat.

If you would like to upgrade your vehicle after you have already picked it up, you will need to request the upgrade directly from the car rental company.

Wisecars, just like any other car rental broker, cannot guarantee the specific make or model of the car that you will receive at the rental counter; however, you are entitled to a car in the same category. Our website includes a full description of each car type, including the typical number of passengers and pieces of luggage each can accommodate.

Wisecars does not own or operate any rental vehicles or car rental companies. Acting as a broker and intermediary, Wisecars arranges for the rental vehicle to be provided directly to you by one of its partner car rental companies.

Your voucher will include the address of your car rental company. For airport pick-ups, it will also indicate whether the supplier has a desk inside the terminal. Some car rental companies offer a Meet and Greet service at airports, meaning they do not have a counter inside the terminal and will arrange to meet you and provide the vehicle at the airport. You can also find these details in the pick-up and drop-off information on the offer page.

You can request to change your drop-off time before the modification window expires. Once your rental has started, any changes to the drop-off time must be requested directly from the car rental company.

If you return the car later than the agreed time without notifying the car rental company, you will likely be charged a late return fee.

You can usually pick up your car up to one hour before your scheduled pick-up time, but this is not guaranteed, as the vehicle may not be ready yet.

If your plans change in advance, you can request an earlier pick-up time by amending your reservation. Please keep in mind that changing your pick-up time may affect the rental price.

As part of the commitment to provide competitive, honest, fair and transparent pricing, Wisecars aims to work only with car rental companies that offer a fair fuel policy, helping you avoid unexpected charges. You can filter available offers by fuel policy on our website to find the option that works best for you.

If you choose this option, you pay for the fuel at pick-up and return the vehicle with as little fuel as possible. This option may be convenient if you are short on time when returning the vehicle, as you will not need to find a gas station before returning it to the rental location.

You are given the vehicle with a full tank of fuel and must return it with a full tank. If you do not return the vehicle with a full tank, you may be charged a refuelling fee plus a higher rate for the fuel needed to refill the tank.

At pick-up, the vehicle will have a certain amount of fuel, which will be recorded in your rental agreement. You must return the vehicle with the same fuel level as at pick-up. Always check that the fuel level in the vehicle’s tank matches the level shown in the rental agreement before you leave the rental location.

Wisecars offers five packages to suit different protection needs: Lite, Basic, Flexible, Advanced Protection and Zero Deductible.

Each package offers a different cancellation period and level of coverage, which may include protection for the vehicle deductible and costs relating to tires, windows, the undercarriage, lost keys and other potential car-rental-related costs. The exact coverage, exclusions, limits, and inclusions vary by package and car rental offer.

The packages available for your reservation, together with their applicable coverage and terms, are clearly displayed during the reservation process. Please review these details carefully before selecting a package.

In the event of a breakdown, technical problem or accident involving the vehicle, you must contact the car rental company immediately for instructions and assistance. Its contact phone number can be found in the rental agreement. You must not arrange any repairs to or replacement of the vehicle without the car rental company’s prior authorization.

If you are involved in an accident, you must also contact the local police. Police involvement is strongly recommended even if the damage appears to be minor. You must retain copies of all relevant documentation that you are asked to complete, as these documents may be required if you wish to make a claim.

Wisecars will not reimburse the cost of any vehicle repairs.

The car rental company may offer you additional products, services, insurance, upgrades or other optional extras before or at pick-up. These products and services are separate from your Wisecars reservation unless they are expressly identified as mandatory in the terms and conditions applicable to your offer.

The car rental company may explain or recommend additional products at pick-up. You are not required to purchase optional products or services simply because they are offered to you, unless the applicable terms and conditions state that a particular product or charge is mandatory.

Please carefully review any documents, agreements or charges presented to you by the car rental company before signing or making a payment.

You can cancel or modify your reservation up to 48 or 24 hours before pick-up, depending on the deadline applicable to the selected offer. No fee will be charged for changes made within the permitted change period. This does not include any difference in price resulting from a change to the reservation, such as a change to the duration of the rental period or the vehicle class, or where the car rental company’s rates have changed since the original reservation.

Please check that you provided the correct email address when making your booking.

If you made your booking more than 24 hours ago and still haven't received a confirmation email, it may have been filtered by your email provider's spam protection. Please check your Spam, Junk, or Unwanted Mail folders.

If you still can't find your confirmation email, please contact our customer support team and we will be happy to help.

Your voucher is normally sent to your email 48 hours before the pick-up time. If you haven't received it, please contact our customer support team and we will send you a copy.

The Refer a Friend Program allows registered users to earn Rental Credit by inviting friends to join MyWisecars. Referred friends receive 15 CAD in Rental Credit when they register for an account. The referring user earns Rental Credit equal to 1% of the value of their own reservations and 2% of the value of reservations made by friends they have referred.

The Refer a Friend Program is subject to the applicable program terms and conditions available through MyWisecars.

Rental Credit expires two years after it is added to your account if it has not been used.

Once your friends have opened the link with your referral code and logged in to their MyWisecars self-service account, they will receive 15 CAD Rental Credit if they do not have any previous bookings with Wisecars. Your friends will also receive their own referral code, which they can share with their friends and start earning Rental Credit as well.

If you have opened the link with your friend's referral code and logged in to your MyWisecars self-service account, you will receive 15 CAD immediately. If you have shared your own referral code at least once, you will get 1% back on your own booking value after you have returned your rental vehicle. If your friends have used your referral code and made a booking, you will receive 2% on their booking value after they have completed their rental.

The registered user may begin sharing their unique referral code once they have access to their Wisecars self-service account. The referral code is available on the “My Bookings” page under the “Refer a Friend” section when the user is logged in.

The registered user may share the referral code with an invited friend who has not previously used a referral code or made a booking with Wisecars. The invited friend must access Wisecars using the referral link provided by the registered user and make a booking.