Question 1

How does a booking work?

Accepted Answer

Pick your dates and pickup place, compare the offers, then book. The price shown is the total for the rental, taxes and service fee included.

The car is held for you for 15 minutes while you fill in your details and check the summary. Some agencies confirm instantly; others receive a request and have one hour to accept it.

Question 2

What does “Guaranteed model” mean?

Accepted Answer

You book a specific model, for example an automatic petrol Kia Picanto, never “a similar car”. The agency hands you that model, with the gearbox and fuel you booked. If it can’t, the ekrily guarantee applies.

Question 3

My booking is “waiting for the agency”: what happens now?

Accepted Answer

You pay nothing until the agency accepts. It has one hour to reply.

• If it accepts, you get a link to pay the service fee and the booking is confirmed.
• If it doesn’t reply in time, the request expires: nothing is charged and you can choose another offer.

Question 4

Which documents do I need at the counter?

Accepted Answer

Your original, valid driving licence and an ID: national identity card or passport. The minimum age and years of driving required depend on the agency and are shown on the offer.

With a foreign licence, check that it is recognised in Tunisia or bring an international driving permit.

Question 5

Can I change my booking?

Accepted Answer

To change the dates, time or place, contact the agency from your booking voucher, or write to us. If the change isn’t possible, you can cancel under your booking’s terms and book again.

Question 6

Do I need an account?

Accepted Answer

No. You can book with your phone number, verified by a code. An account then keeps your trips, receipts and reviews in one place.

Question 7

Is the price shown the final price?

Accepted Answer

Yes. The total includes the rental, 19% VAT, the 2 TND per day levy set by the 2026 Finance Act, and the ekrily service fee.

At the counter, the only additions are what you choose there (extras) or what is found at return: missing fuel, late return, damage or fines.

Question 8

What do I pay online?

Accepted Answer

Only the ekrily service fee, by bank card, on our payment provider’s secure page with 3-D Secure. The rental and the deposit are paid directly to the agency at pickup.

Question 9

How is the service fee calculated?

Accepted Answer

It is 5% of the rental price excluding the levy, with a minimum of 8 TND and a maximum of 60 TND, rounded to the dinar, VAT included. The exact amount is shown before you pay and appears on your receipt.

Question 10

How does the deposit work?

Accepted Answer

The agency asks for the deposit at pickup and you pay it to the agency directly, in cash or as a card imprint, as stated on the offer. Guarantee cheques are not accepted.

It is returned after you bring the car back, usually within 48 hours, unless damage or a fine is recorded in the inspection report.

Question 11

How do I get a receipt or an invoice?

Accepted Answer

The receipt for the ekrily service fee is in “My trips”, on your booking’s page. The invoice for the rental is issued by the agency: ask for it at the counter.

Question 12

My card was declined: what should I do?

Accepted Answer

Check that online payments and 3-D Secure are enabled on your card and that your limit allows it, then try again while the booking is awaiting payment. If it keeps failing, write to us with your reference.

Question 13

Do I have a right of withdrawal?

Accepted Answer

Yes. Tunisian Law No. 2000-83 on electronic exchanges and commerce lets you withdraw within 10 working days of booking, without giving a reason. The right ends if the rental starts earlier at your request. The service fee is then refunded in full.

Question 14

How do I cancel?

Accepted Answer

In “My trips”, open the booking and choose “Cancel”. The refund amount is shown before you confirm. You can also write to us with your reference.

Question 15

How much will be refunded?

Accepted Answer

During the withdrawal period, or before the offer’s free-cancellation deadline (24 hours, 72 hours or 7 days before pickup, depending on the agency’s terms), everything you paid online is refunded.

After that deadline, or if you don’t show up, the service fee is kept. Nothing else is charged, since the rental is only paid at the counter.

Question 16

How long does a refund take?

Accepted Answer

The refund goes back to the card you paid with, within 10 working days at most. When it shows on your statement then depends on your bank.

Question 17

What if the agency cancels or has no car?

Accepted Answer

The law requires it to tell you at least 24 hours in advance and to refund you in full. The ekrily guarantee comes on top: we refund everything you paid online and help you find an equivalent car.

Question 18

How does pickup work?

Accepted Answer

Go to the pickup point on your booking voucher at the agreed time. The agent checks your documents, collects the rental and the deposit, then does the inspection with you: photos, mileage and fuel level. Check it before you drive off.

Question 19

I’m picking up at the airport: how do I find the agent?

Accepted Answer

Your booking voucher shows the meeting point and the agency’s number. Let the agency know if your flight is delayed. If the agent is more than 60 minutes late, the ekrily guarantee applies.

Question 20

Can the agency charge more than the price shown?

Accepted Answer

No. You pay the agency the amount on your voucher, nothing more, except extras chosen there, missing fuel, a late return or recorded damage. If you’re asked for more, write to us: we refund the overcharge.

Question 21

How does the return work?

Accepted Answer

Bring the car back to the agreed place at the agreed time, with the same fuel level as at pickup. The agent inspects it again with you. Beyond the grace period stated on the offer, the agency may charge for the late return.

Question 22

What if the car breaks down or I have an accident?

Accepted Answer

Get to safety, then call the agency: its number is on your booking voucher. After an accident, an accident report (constat amiable) is needed for the insurance. Let us know too, we’ll help you.

Question 23

How does ekrily check agencies?

Accepted Answer

Before appearing on ekrily, every agency provides its National Business Register extract, its tax certificate, the receipt of its rental business declaration and its manager’s ID.

For every car, insurance, roadworthiness inspection and operating permit are tracked: a car whose document is about to expire disappears from search.

Question 24

What is the ekrily guarantee?

Accepted Answer

Your car at the meeting point, or your money back. If the agency has no car, can’t be reached or is more than 60 minutes late at the airport, we refund everything you paid online and help you find an equivalent car. Details are on “The ekrily guarantee” page.

Question 25

Are reviews verified?

Accepted Answer

Yes. Only customers who completed a rental booked on ekrily can review the agency. The agency can reply publicly.

Question 26

Someone is asking me for a transfer on behalf of ekrily

Accepted Answer

It’s a scam. ekrily never asks for a bank transfer, money order or payment to a personal account, whether by phone, Facebook or WhatsApp. Don’t pay, and report it to us.

Question 27

What data do you share with the agency?

Accepted Answer

Only what the rental needs: name, phone, email and driver details. We never see your card number, which stays with our payment provider.

Question 28

How can I see or correct my data?

Accepted Answer

Organic Law No. 2004-63 gives you rights of access, rectification and objection. Write to support@ekrily.tn from your account’s email address: we reply within one month at most.

Question 29

How do I delete my account?

Accepted Answer

From “My account”, or by writing to us. Ongoing bookings must be completed or cancelled first. Some data, such as receipts, is kept for the period the law requires.

How can we help?

Booking

Prices and payment

Cancellation and refunds

At the counter

Trust and safety

Account and personal data

Need to talk to someone?

WhatsApp

Email

ekrily will never ask you for a bank transfer

Your car at the meeting point, or your money back

Useful documents

Are you a car rental agency?