Frequently Asked Questions

We've gathered the answers to the top frequent questions in order to make your car rental experience as seamless as possible.

In case you do not find the answer to your question below, please contact us or fill the form at the bottom of the page, and we will help you in any way we can.

What documents do I need to bring to the car pick-up?

Upon Pick-up, You and any additional driver who wishes to register as such, will be required to present the following certificates and documents:

1. The rental voucher.
2. A permanent Israeli driver's license with the driver's name (a plastic license with a photo).
3. International driver's license with the driver's name (note, even in countries that permit driving with an Israeli license, the car supplier may, in his discretion, require that you present an international driver's license, so we recommend that you obtain an international driver's license anyway).
4. An Israeli passport with the driver's name.
5. International credit card, with the driver's name. Please note that credit card PIN number (your secret 4-digit code) is required.

In addition, prior to your arrival for your destination, we recommend catching up on the destination's traffic laws.

What to check when picking up and returning the rental car?

◾ When picking up the car
We recommend that you read the terms and conditions of the agreement before signing it. In case you you discover, prior to the signing of the car rental agreement, a discrepancy between the terms and conditions of the deal specified in the voucher and what is stated in the car rental agreement, please let us know.

When picking up the car, it is worth checking that all the required documents are in the rental car, including the car's license, car insurance, emergency telephone information, as well as a warning triangle, emergency kit for fixing a punctured tire until you get to a garage, etc.
Also, make sure that any scratches or damage to the vehicle are marked and listed on your signed rental agreement.

◾ When returning the car
Please make sure that it is in the same condition it was when you first picked it up. With a full fuel tank, clean, and without any unreported damages. If the vehicle is not returned in the same condition as it was received, fines and handling fees may be charged by the rental company.

What to do if my flight is delayed & I'm late to the pick-up station?

The car will be held for you for up to one hour from the original pick up written time on the voucher.

If you are aware of an expected delay on arrival, please immediately update the rental company pickup station (contact details are on the voucher). If you do not update the station, the car will not be saved for you and you might be charged by the rental company for non-arrival fee.

You can also update our office during business hours - by calling 03-7951010 or on our website chat.

How do I handle in toll roads in my destination?

The handling of toll roads in the various destinations can change.

When entering certain countries, such as Austria, Switzerland, Slovenia and Hungary, you must purchase a special sticker called vignette when crossing the border in order to travel on the freeways (motorways). You should be equipped with a sticker even in case you are just passing through these countries.

Note that without an appropriate sticker you will be exposed to high fines.
In other countries such as the US, Italy, France, Norway and more you can pay at the toll booth when entering or exiting the freeways, or purchase a dedicated device that will be placed in the car and it will help pay the fee without having to worry about carrying change or wait in unnecessary queues.

We recommend checking The method of payment in your destination prior to your rental, and also notify us and the rental company in advance if you are planning to departure to other countries with your rental car.

I returned the car earlier than expected, will I be refunded for the extra days?

No, even if the car was returned before the rental period ended, you will not be entitled to a refund for the remaining days.

What should I do if an accident or a malfunction had happened?

In case of a car malfunction:

Contact the rental company or the roadside assistance whose contact information (free call) appears on the rental agreement, on the car keys or on the car's manual and you will be offered assistance as soon as possible.

Please note that the assistance telephone number is usually toll-free, if you will use your cellular phone to call it, any additional costs might not be refunded by the car rental company.

If the car has to be towed to a garage - the rental company will instruct you accordingly.

In case of a collision or an accident:

Make sure to file a police report and inform the car rental company and follow their instructions. You will need to file a report including the details of any third party, if there was one.

If you upgraded your rental plan to Ofran Plus extended plan, these documents will be required when you send your claim for a refund.

I was charged a deposit fee; how soon will it be released?

Note that in most cases the deposit fee is using a credit line and is not an actual charge to your account.

The deposit is automatically released up to one week from the end date of your rental and can be seen in your account 14 business days.

I received a note regarding a traffic ticket given during the rental. How can I pay it?

In the event that you are recorded for a traffic offense, the local authority will ask the rental company for your name and address in order to send a traffic report detailing the payment options.

It is important to know that rental companies charge handling fees for transferring the tenant's details to the relevant authority. This amount is indicated on your rental voucher.

If your ticket was issued in Europe, you can use the Payticket service through the Ofran link.

For every payment through the link below, a donation of 10 NIS will be made to the association "Or Yarok" (Green Light) - the association for the fight against traffic accidents in Israel.

This is the link to fill out the online form on the Payticket website in collaboration with Ofran: http://bit.ly/3WA1sKf

For more details on Payticket's service, the cooperation with Ofran and the payment of traffic reports from Europe, click here

If you received a payment from a country that is outside Europe, you can pay the report according to the details that appear on the report, usually by bank transfer - but sometimes the option to pay on the website using the credit card will also be available.

For your information, there are two ways to receive a traffic report abroad:

A report received on the spot - if you received the report already during the trip and it has a transfer account number (IBAN), you can pay it through us, even before receiving a notification from the rental company.

The account details will not always appear on the report. In this case, you must wait to receive the official report from the Authority.
A report that comes through the rental company. That is, the rental company received the report and turned it over in your name. in that case:

A. You will have to pay for the conversion operation (between 20-50 euros) via credit card, unfortunately this amount cannot be refunded.

B. You will receive a notification from the rental company that a report has been issued and conversion has been carried out, and you must wait for the report to reach you from the authority that issued the report.

I was charged with excess fee for damage caused to the rental car. How do I file for a refund?

In case the rental company charged you the payment on the credit card, subject to the full terms of the "Ofran Plus" program detailed in Section F of the rental voucher conditions, you will receive a refund from Ofran.

The refund will be made within 14 working days from the date of receipt of all the required details, by Ofran (or someone on its behalf), in new shekels according to the amount of the charge that was actually collected by the credit card company. In any case, the refund amount will not exceed the amount charged by the rental company, and will not exceed $2,500 (cumulative amount).

In order to receive the refund, please fill out the form available by clicking here (or in the link at the bottom of the page) and send it to us by email: [email protected] or by fax: 076-8843336. It is important to attach to the form the car rental agreement with the car supplier and a reference to the charge from the rental company.

I was charged by the rental company, how can I find out why?

There could be a several reasons for which you the car rental company can charge you extra:
insurance for additional driver, insurance for young driver, baby or child seat, one way fee, duel tank (usually, with extra fueling fee), car group upgrade made by you, late return of the car, GPS device, ski/winter equipment, insurance for traveling to other countries, excess coverage, toll roads or other government levies, traffic fines (or handling fee), Passenger and Cargo Insurance (PAI) or any other insurance or service you have purchased.

Any addition will be charged including local taxes and compulsory payments.

If the reason for the charge is still unclear, you can of course send us an inquiry.

In order receive request to be handled in the shortest time possible, please include the billing information (amount and billing date), a copy of the car lease and the vehicle rental order number at Ofran / voucher number.