Castello Boutique Resort & Spa

No-show. If you do not arrive within 4 hours of the confirmed pick-up time (within working hours) and have not phoned Surprice to report a delay, the reservation may be treated as a no-show and a vehicle may not be provided. Bookings with flight details supplied in advance may be treated as an exception.

Pick-up. If you do not appear four hours after the confirmed pick-up time and do not notify Surprice by phone, they may declare a no-show and are not obliged to provide a car if you arrive later.

Drop-off. Rates assume collection and return at the same location. Rental days run on a 24-hour basis from pick-up. There is a two-hour grace period at drop-off; beyond two hours an additional day is charged.

Non-refundable rates: the full rental amount is charged in the event of a no-show or last-minute cancellation.

Early return. If you end the rental before the agreed return date, no refund is due for unused days.

• A valid passport or national ID must be presented — physical documents only. Digital versions or photocopies are not accepted.
• A European or International Driving Licence issued at least one year before the rental is mandatory. Without it the vehicle will not be released.
• If the licence has been renewed and shows only the renewal date, proof of the original issue date is also required.
• UK licence holders must present the official photocard.
• For licences not in the Roman alphabet (Arabic, Greek, Russian, Chinese, etc.), both an International Driving Permit and the domestic licence are required.
• Renting inside the EU with a non-EU licence requires both the domestic licence and an International Driving Permit.
• For licences from countries outside the IDP treaty, an official translation issued at least 7 days before pick-up must accompany the original licence.

The main driver must present a credit card in their own name at pick-up. Failure to meet the rental requirements results in cancellation at the desk with no refund due.

A deposit is held as a pre-authorisation on the credit card for the vehicle excess. It is blocked for the duration of the hire and released automatically at the end; depending on the bank, release can take 15–25 working days.

If the driver cannot provide sufficient means for the pre-authorisation, purchasing additional coverage to reduce the excess to zero may be mandatory.

The card's expiry date must be at least one month after the drop-off date.

Accepted for the deposit

Third Party Liability (TPL) — included

Cover up to EUR 1,300,000 for physical damage and EUR 1,300,000 for property damage.

Collision Damage Waiver (CDW) — included

A police report is mandatory after an accident to satisfy the insurer. Damage caused by weather through the customer's negligence is not covered. An excess applies in the event of damage.

Theft Protection (TP) — included

The key must be presented to the insurer to qualify for cover; otherwise the renter is liable for the full value of the vehicle. An excess applies.

Optional extra cover

• Super Collision Damage Waiver (SCDW) — reduces the excess for an extra daily charge. A reduced deposit is still required.
• Full Damage Waiver (FDW) — reduces the excess to zero. A deposit is still required.
• Extra Plus — adds tyres, glass and mirrors for an extra daily charge; can be combined with CDW, SCDW or FDW.

Not covered by any option

• Tyres, tyre rims, glass parts, clutch, vehicle interior and flat tyres (glass, mirrors, tyres and wheels are covered only by Extra Plus).
• The undercarriage and roof of the vehicle.
• Interior damage caused by the customer's negligence.
• Engine, oil or fuel-pump damage caused by incorrect fuelling; gearbox and clutch damage from misuse.

Cover may be invalidated in cases of gross negligence, off-road driving, driving under the influence of alcohol or drugs, or if the vehicle is driven by an unauthorised person. SCDW and FDW are likewise voided in those circumstances.

The vehicle is supplied with fuel and must be returned with the same amount. No refund is due for unused fuel.

• Missing petrol or diesel: charged in line with market value
• Refuelling fee: EUR 15 per event
• Wrong fuel type: EUR 250 per event
• An administration fee also applies

• Minimum age with surcharge: 20
• Minimum age with no surcharge: 23
• Maximum age with no surcharge: 72
• Maximum age with surcharge: 99
• Young driver surcharge: EUR 10 per day
• Senior driver surcharge: EUR 10 per day

Drivers under 23 can be provided with vehicles from car groups A–D only.

All extras are on request and subject to availability at pick-up.

• Baby seat: EUR 6 per day
• Child seat: EUR 6 per day
• Booster seat: EUR 6 per day
• Navigation system: EUR 8 per day
• Snow chains: EUR 10 per day
• Additional driver: EUR 6 per day

Unlimited mileage is included.

Cross-border travel is not allowed. Crossing into a non-authorised country incurs a fine and invalidates the insurance.

Taking the vehicle on a ferry is not allowed from any destination.

One-way hires are strictly on request. Send the request by email in advance of the hire start date to Surprice central reservations; expect confirmation within 24 hours. Any fee is payable locally at pick-up.

• Heraklion to Chania: EUR 150
• Chania to Heraklion: EUR 150

Reservations outside the location's stated opening hours are treated as on request and carry an additional charge. The same may apply on national holidays.

Out-of-hours fee: EUR 30 per event.

• Athens Airport — free shuttle bus. Meet the representative outside the Arrivals Hall at Exit 5, right-hand side by the parking area. Transfer takes about 7 minutes.
• Heraklion Airport — free shuttle bus. Exit the Arrivals Gate, cross the street and walk past the roundabout on your left; the pick-up point is at the entrance to the parking area, less than 700 m from the office. Assistance: 0030 2810 286169 / 0030 2810 334097.
• Chania Airport — meet and greet at the Arrivals Hall, then shuttle bus to AirGreece parking.
• Thessaloniki Airport — meet and greet at Parking 5, arrivals level, then shuttle bus to the office 2 km away.
• Heraklion Hotel — the hotel reception desk.
• Heraklion Port — in the passenger station building, on your left after leaving the boat, next to the information desk.

The vehicle must be returned in the same condition as received, allowing for normal wear and tear.

• Smoking in the vehicle is strictly prohibited — penalty EUR 100 per rental
• Deep or biological cleaning (sand, dirt, stains), with photographic evidence: EUR 100 per rental
• Lost keys: replacement at official dealer prices, plus delivery and a EUR 25 administration fee
• Tickets and fines: EUR 25 per rental administration fee
• Police removal of the licence plate: 2 days' rental at the official rate on the date of the incident

Transporting animals is not allowed. The vehicle carries active GPS which can track and record its movement.

Hotel delivery and collection may be available for an extra charge of EUR 2 per km each way.

Heraklion: port and hotel delivery or collection within the city limits carries a EUR 15 fee each way. For Agios Nikolaos, the distance is measured from Heraklion station and charged accordingly.

Breakdown assistance is included in the rate. Call the number on your rental agreement, or contact Surprice customer service. Where a replacement vehicle is required it will be provided within 48 hours of notification, subject to season and distance.

A particular make, model or fuel type cannot be guaranteed. The car shown is for guidance only and may be substituted for a similar or upgraded vehicle at no extra cost. If the booked car cannot be provided at pick-up due to breakdown or accident, a similar or upgraded car will be supplied.

• Local taxes of 24% are included in the rates
• Minimum rental: 1 day

Your contract is with the Surprice Car Rentals location named on your reservation confirmation, together with the rental agreement you sign at pick-up and these terms. By providing your email address you agree to receive a copy of the terms and the rental agreement electronically.