# Firefly charged you for damage or fuel? What Firefly must prove

> If Firefly has charged your card after a rental (for damage, fuel, an admin fee or extras), you can ask for the evidence before you accept it. This page lists published facts about Firefly and the routes open to you. It is not a review and says nothing about any individual case.

- Web page: https://rentfair.neatfix.app/firms/firefly
- Checked: 2026-11-14
- Other languages: [Deutsch](https://rentfair.neatfix.app/de/firms/firefly.md), [Polski](https://rentfair.neatfix.app/pl/firms/firefly.md)
- Not a law firm. Not legal advice. Facts only, each with a source; no ratings.

## Who you contracted with

Firefly is a trademark of Hertz System, Inc.; local stations are run by licensees or franchise partners, so the contracting company is the one named on your rental agreement. (Source: https://espana.fireflycarrental.com/customer_support.html)

The company named on your rental agreement is the one you contracted with; it can differ by country and for franchised stations.

Hertz brand. 'Firefly Europe' is listed as an ECRCS participant.

## Official complaint channel

https://espana.fireflycarrental.com/customer_support.html

Spanish customer-support form. The page states a reply within 10 working days at most.

## ECRCS: free conciliation

Firefly is listed as a participant in the European Car Rental Conciliation Service (checked 2026-11-14). If you live in a different EU/UK country from where you rented, and Firefly's own complaint process has ended with a final answer, ECRCS can review a disputed charge for free. Apply within 12 months of that answer.
ECRCS: https://www.ecrcs.com/home/faqs

## Public regulator decisions

- **2017**: Italy's AGCM fined Goldcar and Firefly for unfair commercial practices in car rental (decision reported by ECC Italy). (Source: https://ecc-netitalia.it/en/news/italian-competition-authority-agcm-fines-goldcar-and-firefly-for-unfair-commercial-practices/)

## What a rental firm must prove for a damage charge

- that the damage exists: dated photos taken at return
- that it was not there at pickup: the pickup condition report and photos
- that it was found at return, ideally in an inspection you could attend
- what it actually cost: a repair invoice or an itemised quote
- the contract clause relied on, within the excess or deposit you agreed

In Spain, Portugal, Italy, Greece, Croatia and Malta the general rule is that the party claiming payment proves the facts. Pre-written clauses that shift that burden onto the consumer may be unfair (Directive 93/13/EEC).

## Your steps

1. Ask the firm in writing for the evidence (condition reports, dated photos, repair invoice, fee calculations) and give it 14 days.
2. In Spain or Portugal you can also use the complaint book (Hoja de Reclamaciones / Livro de Reclamações).
3. If you live in another EU country, your European Consumer Centre helps for free.
4. Card payments: your card issuer has its own dispute process and decides on it. We give general information only.

[Run the free check](https://rentfair.neatfix.app/?firm=firefly)

Checked 2026-11-14. Facts with sources; corrections welcome at rentfair@neatfix.app.