FAQ

It means that your card payment is not going through. The most common reason for this is that the card is locked, either for use abroad or online purchases.

The daily rental starts at the time registered as the pick-up time. If you picked up your rental car at 12:00 midday, then the rental day ends at 12:00 midday the next day.

You can pay online when booking, or on-site at ARN Car Rental when you pick up your rental car, with Visa (not Electron), Mastercard, American Express or Diners debit and credit cards.

In Sweden there are no other requirements than having a driving licence.

No, the card used for payment must belong to the person in the rental agreement and who picks up the car.

Yes, certain things can be modified. You can modify the pick-up date, the return date, car group, pick-up time and return time. If there are a lot of modifications to be made, it is easier if you contact us, or cancel and make a new booking. Refunds take approximately 10 business days to become available on your account.

If you have the booking reference, please contact us via phone or e-mail, and we will help you.

ARN Car Rental Full Cover is a service that you pay for, which eliminates the excess fee. It means that you don’t have any excess fee if the car is damaged, even if you caused the damage.

Since we only have one office for the time being, we unfortunately cannot offer you any other returning locations than our depot close to Arlanda.

In Sweden you have to be 18 or older, however, an additional charge is added if you are under 25.

Yes. All drivers must, however, be present when renting the car, and produce their driving licences. Come together when picking up the car, and we will take care of all the administration regarding an additional driver. It costs 50 SEK per day, and the maximum charge is 1,500 SEK. If the additional driver is under 25, the cost per day is 100 SEK.

You either add an additional driver when booking online or on-site when you pick up the car. All drivers must be present with a valid driving licence when picking up the car.

It costs 50 SEK kronor per day (every 24 hours) and driver, provided that the driver is over 25, with a maximum charge of 1,500 SEK per rental period and driver.

If the driver is under 25, there is an extra young person charge. In Sweden this charge is 100 SEK per day (every 24 hours) and driver, with a maximum charge of 1,500 SEK per rental period and driver.

Between the 1st of December and the 31st of March, all our cars in Sweden are equipped with winter tyres. If you require winter tyres outside of this period, or have a specific request for studless or studded winter tyres, please contact ARN Car Rental via phone on 08-78 37 700 to make your booking.

This means that the equipment you have selected might not be available or is already booked. Please contact us via phone or e-mail, and we will try to resolve it.

ARN Car Rental does not block any money on your card. If any extra costs incur for damages, fuel or similar, we will send you a subsequent request for funds via e-mail or invoice.

Unfortunately, we cannot offer cars with towing hook.

During the rental period, only ARN Car Rental can provide you with help. You find the contact information for our office on the rental agreement.

Please contact us on 08-78 37 700 for this.

Yes. You can pay with a debit card from Visa and MasterCard. Please remember that the name on the card must match the name on the main driver’s driving licence. Nobody else can pay on your behalf. You have to bring the debit card you used when you did the booking when you pick up the rental car.

If you book online, you can pay directly online or on-site when you pick up your rental car. Certain options, for example extra insurance and fuel, cannot be paid for online, you always pay for these on site.

Don’t forget to read through our terms and conditions when you book.

We will charge the customer for these, plus an administration fee.

As a renting customer, you are personally responsible for paying any parking fines. If you do not pay them, you will be subsequently charged for the cost, plus an administration fee.

ARN Car Rental might request a credit report if we need to ensure that the person who wants to rent a car is creditworthy.

We have staff present at our car rental depot 24 hours a day, so you can pick up and return the car at any hour, day or night.

We are located at Elkraftsgatan 7 in Arlandastad, 5 minutes from Arlanda.

• Driving licence
• Payment card. If you paid when booking the rental car, you must bring the same payment card when you pick up the rental car
• Your confirmation with your personal booking reference.

When you rent a car from ARN Car Rental, transfer to and from Arlanda is included. If you fill in your flight number when booking the rental car, we will pick you up at the terminal when you have landed. If you arrive at Arlanda by bus or train, please call us 15 minutes before you want to be picked up, on 08-78 37 700, and our transfer bus will arrive at the bus stop or the train station. We can also pick you up at Märsta station, which is located only 4 minutes from our depot.

ARN Car Rental guarantees the car for 1 hour after the agreed time.

If you choose the pick-up service, your car will be waiting for you outside the your arrival terminal. We will bring a tablet on which you approve the rental and the damage inspection of the car.

If you land at Terminal 2, we pick you up at bus stop 8. If you land at Terminal 4 or 5, we pick you up at bus stop 12.

Of course. We are located at Elkraftsväen 7 in Arlandastad, and there are buses in the vicinity.

Yes, all our rental cars are supplied with a full tank of fuel. You chose how you want to return the car. We offer 3 options:

1. Fuel Up Front You can pay for a full tank of fuel when you pick up the car, and then you don’t have to fill the car up when you return it. We do everything for you. Easy and convenient.

2. Return with full tank If you return the rental car with a full tank, we do not charge any extra fees for fuel.

3. Pay at return If you return the rental car without full tank, without having selected Fuel Up Front, we can of course fill the car up for you, at an extra charge.

Free mileage is included with a rental car from ARN Car Rental, but it is only allowed to be driven in Sweden.

No.

No.

Only the person stated in the rental agreement, and persons registered as additional drivers according to the agreement, are allowed to drive the car.

Animals are not allowed in the rental car. If you want to bring an animal, you have to contact us vi phone in advance, and we will try to accommodate you. In that case, an extra charge for reconditioning of the car may be added.

No, all seats must remain in the car.

No, towing is a breach of the rental agreement, and is not permitted under any circumstances.

Our office is open and has staff present 24 hours a day, and therefore you can return the rental car at any hour.

We understand that delays occur, and therefore we try to be flexible. If you are delayed or need to extend the rental period, please contact us as soon as possible. If you return the car late without having contacted us or extended your rental period, you will be charged for the late return.

• If you return the rental car later than the agreed date and time, you will be charged with a fee of 125 SEK for the late return, plus the cost for the extra time you had the car.
• If you still haven’t returned the rental car after 24 hours, another fee will be charged.
• An new fee will be charged for every 24 hour period until you return the rental car.

It is important to contact us if you are going to be delayed. If the rental car has not been checked out within 1 hour of the agreed pick-up time, and the customer has not contacted ARN Car Rental, we have the right to rent the car to another customer. If the flight number has been registered when booking, and flights are delayed, ARN Car Rental will keep the car for 1 hour after the flight has landed.

If the cancellation is done later than midnight two days before the rental period starts, you will be charged a booking fee of 500 SEK, plus an administration fee of 150 SEK, in total 650 SEK (or the equivalent amount in another currency). Payment is done via a payment link in an e-mail or via invoice.

If the booking fee is refunded, it takes approximately 10 business days to become available on your account.

If you have pre-paid a rental car, and don’t cancel it, and don’t pick up the car on the agreed pick-up date, we reserve the right to charge a fee of 650 SEK, which covers our administration costs. In that case, we refund the pre-paid amount, and charge the penalty fee for not picking up the car.

If you have selected to pay at the pick-up point, and don’t cancel the rental car and don’t pick it up on the agreed pick-up date, we reserve the right to charge a fee of 650 SEK, which covers our administration costs. This fee will be sent via invoice or via a payment link to the e-mail address that you gave in the booking.

At the booking it is stated what insurance is included, and what insurance you can take out on-site. Information regarding this is also included in the confirmation sent to you when you confirm the booking. Via ARN Car Rental’s website it is specified what insurance is included at step ## of the booking process.

We do not have any insurance that covers this type of event. As customer, you are responsible for costs for replacement keys. Please do always contact ARN Car Rental if this should occur.

Yes, ARN Car Rental carry out a routine inspection after every rental period, which ensures the condition of the car and that it is rented according to ARN Car Rental’s standards. The damage inspection is naturally a part of this quality control.

At a damage inspection, we check the body, windows, wheels and the interior of the car in order to determine if there are any damages to the car.

You as customer are responsible for checking the vehicle and give your approval of our assessment of the car’s condition before departing with the car. This is done to insure that no damages has occurred during the time the car was parked by our staff, and so that you as customer, can feel safe in the knowledge that you and we are in agreement on the rental car’s condition.

If you find damages that are not documented in ARN Car Rental’s damage appendix or in the quality folder found in the vehicle, you must inform our staff at the renting office before departing with the car. At the pick-up, you document the damage by taking a photo with your mobile phone camera. Please note that this documentation has do be done before departing with the car. You then send the documentation to us or our department handling damages at xxx@arn.se. If damages that have not been registered are detected when the vehicle is returned, you can be liable for these.

The rental car is checked by ARN Car Rental’s staff at arrival. They perform an inspection, and the staff document all new damages, if any. If there are damages to the rental car, the matter is automatically forwarded to the renting office or ARN Car Rental’s damage department. They will assess if any further action will be taken. In that case, you as customer, will receive a damage claim via e-mail. If you have any questions regarding damages or want to discuss a claim, please contact our department handling damages on 08-7837700.

We do not have any insurance that covers this type of event. As customer, you are responsible for costs for replacement keys. Please do always contact ARN Car Rental if this should occur.

Congestion charges and bridge tolls are charged with additional VAT in accordance with the Swedish Tax Agency (Skatteverket). The amount, plus an administration fee, is charged via invoice or a payment link via e-mail.

We obviously don’t hope that this will happen, but in case of an accident, we are here to help. If you are involved in an accident, please call our helpline. You find the number in your rental agreement.

We offer assistance 24 hours a day if your car breaks down or you are involved in an accident. Please call us on our helpline. You find the number in your rental agreement. Whenever or wherever this happens, you can trust us to help you.

Our assistance does not, however, include all events. Unfortunately we cannot help you if you have lost the car keys or in the event of a flat tyre. For full roadside assistance, please read more about our additional insurance.

We save all bookings for 6 months. If you require a receipt, please contact us via phone or e-mail.

Our Customer Support manages completed rental agreements. You can find the contact information here LINK

Unless you have not given previous consent, your personal data have not been shared with anyone except ARN.