Terms and conditions

RENTAL TERMS AND CONDITIONS

Under these General Terms and Conditions of Vehicle Rental, Avia Rent a Car (hereinafter referred to as the Lessor) rents to you, the user of the service (hereinafter referred to as the Lessee), a specifically designated vehicle, in accordance with the details stated in the individual Vehicle Rental Agreement. By signing the Rental Agreement and taking possession of the vehicle, the Lessee confirms that they are fully familiar with all rental terms and conditions, that they accept them in their entirety, and that they agree to comply with all obligations and provisions set forth in both the Rental Agreement and these General Terms and Conditions.

VEHICLE USAGE CONDITIONS

The rented vehicle must not be used, driven, or operated in any of the following circumstances:

1. by any person not listed in the Rental Agreement,
2. for paid transport of passengers or goods, or for subleasing,
3. for test drives, competitions, speed trials, or races,
4. if the Rental Agreement was concluded based on false or incorrect information (e.g., age, address, etc.),
5. for towing or pushing any other vehicle or object,
6. under the influence of alcohol, narcotics, sedatives, or any substances affecting the ability to drive,
7. when the vehicle is not in roadworthy condition or is overloaded with passengers or cargo,
8. in violation of traffic laws or any other legal regulations,
9. at a speed exceeding the limit prescribed by applicable traffic regulations.

All the above restrictions apply to every use of the rented vehicle. Avia Rent a Car expressly disclaims any responsibility for loss, damage, or consequences arising from the breach of these conditions. Every additional driver must be listed in the Rental Agreement.
The following surcharges apply:

• Young driver (ages 18–21): €62.50 (VAT included) – for the entire rental period.
• Young driver (ages 22–24): €37.50 (VAT included) – for the entire rental period.
• Senior driver (70+ years): €62.50 (VAT included) – for the entire rental period.

Use of the rented vehicle outside the territory of the Republic of Croatia is permitted only with prior approval and under the conditions stated in the Rental Agreement. The Lessee shall bear all costs and consequences resulting from the violation of this clause.
In the case of unauthorized border crossing, a contractual penalty of €350.00 will be charged.

It is strictly prohibited to drive the vehicle in the following countries:
Armenia, Belarus, Bulgaria, Estonia, Finland, Greece, Ireland, North Macedonia, Norway, Portugal, Romania, Russia, Sweden, Turkey, the United Kingdom, and Ukraine.

 Border crossing fees:

• EU countries: €80
• Non-EU countries: €125
• Albania and Kosovo: €155

A valid credit card is mandatory for all cross-border travel. In the case of ferry transport, an additional fee of €50 applies.

During winter conditions (15. November – 15. April), vehicles are equipped with summer tires and snow chains as standard. If the Lessee requires winter tires, a fee of €12.50 per day applies, for a maximum of 10 days per rental.

The Lessee acknowledges that the personal data provided in the Rental Agreement will be processed and stored in accordance with applicable data protection regulations.
The Lessee expressly agrees that such data may be transferred to third parties, particularly for purposes of verification, property protection, and debt collection.

VEHICLE PICK-UP AND RETURN / RESERVATIONS AND CANCELLATIONS

Vehicle reservations are made exclusively by vehicle group, not by specific make or model.
Avia Rent a Car delivers the vehicle to the Lessee in good general and technical condition, complete with all required documentation and equipment. The Lessee must be the holder of a valid credit or debit card. Any remarks or complaints regarding the vehicle’s condition must be made prior to the start of the rental period, during the joint inspection of the vehicle carried out with an Avia Rent a Car representative.

In the event of an early return of the vehicle before the agreed rental end date, no refund will be issued for unused rental days.

The rented vehicle remains the exclusive property of Avia Rent a Car at all times.
The Lessee agrees to return the vehicle to the Lessor with all accompanying equipment, documentation, tires, tools, and spare parts, in the same condition as when it was received.

The vehicle must be returned to the exact location and at the exact time specified in the Rental Agreement.

• Rentals up to 7 days include 400 km per day.
• Rentals longer than 7 days include a total of 3,000 km.
• Each additional kilometer is charged at €0.15 (VAT included).
• Delays up to 59 minutes will not incur additional charges.
• Delays longer than 59 minutes will be charged as an additional rental day, according to the current price list.
• In the event of a reservation modification within 24 hours prior to pick-up, a modification fee of €70 will apply.

If the Lessee fails to appear on time and does not inform the Lessor of the delay, the reservation will be automatically canceled after 59 minutes from the scheduled pick-up time.
The grace period for both vehicle pick-up and return is 59 minutes.

If the vehicle is picked up or returned outside regular office hours, Avia Rent a Car applies a one-time fee as follows:

• from 21:00 to 22:59 – €50.00 (VAT included)
• from 23:00 to 06:59 – €80.00 (VAT included)
• from 07:00 to 07:59 – €50.00 (VAT included)

If the Lessee indicates that the vehicle will be returned within office hours, but actually returns it outside office hours, an additional fee of €80.00 (VAT included) will be charged.

Avia Rent a Car reserves the right to pre-authorize funds on the Lessee’s credit card up to the full amount of the reservation prior to vehicle collection.

• A reservation with a paid deposit is considered confirmed and guaranteed, and the deposit is non-refundable in case of cancellation.
  In such cases, a voucher equal to the amount of the deposit will be issued, which can be used for a future rental.
• Reservations paid partially or in full are non-refundable in case of cancellation.
  If the cancellation is made at least 24 hours before the scheduled pick-up, a voucher equal to the paid amount will be issued, valid for use at another time.
• A voucher for a canceled reservation will be issued only in cases of justified cancellation, such as:
  • flight cancellation,
  • illness,
  • death in the family,
    provided that appropriate proof is submitted.

The Lessee is fully responsible for the vehicle until it is officially received and checked by an Avia Rent a Car representative.

PAYMENT

The rental price includes:

• use of the vehicle for the agreed rental period,
• basic insurance with deductible coverage (CDW), in accordance with the insurance conditions and vehicle group.

The amount of the security deposit depends on the selected type of insurance and the vehicle group.
The deposit represents an amount temporarily reserved/blocked on the Lessee’s credit card until the end of the rental and the vehicle’s return.

The release (unblocking) of reserved funds depends on the internal procedures of individual banks and may take up to 30 working days from the date of vehicle return.

Discounts and promotional offers cannot be combined. Upon collecting the vehicle, the Lessee is required to pay the full rental amount and provide the security deposit.

Accepted payment methods:

• Visa Electron
• Diners Club
• Visa Debit Card
• MasterCard Credit Card
• Visa Credit Card
• MasterCard Debit Card

The security deposit can be placed only with a credit card issued in the name of the main driver. Accepted credit cards for the deposit are:

• Diners Club
• MasterCard (credit card)
• VISA (credit card)

Virtual cards and cards issued by virtual banks are not accepted for deposit purposes, nor are cards issued in another person’s name, including family members. The process of releasing (unblocking) the security deposit may take up to 30 working days, depending on payment system and bank processing times.

RENTAL EXTENSION

If the Lessee wishes to extend the duration of the vehicle rental, they are required to notify the Lessor in a timely manner, at least 24 hours before the expiration of the agreed rental period. An extension of the rental is possible only with the prior consent of the Lessor and upon signing the appropriate amendment or a new Rental Agreement. If the Lessee fails to meet this requirement and does not inform the Lessor of their intention to extend the rental, the vehicle will be considered unauthorizedly retained or unlawfully appropriated, and the matter will be reported to the competent police authorities.

FUEL

Fuel is not included in the rental price.
Vehicles are delivered with a full tank of fuel, and the Lessee is required to return the vehicle with a full tank of fuel (Full to Full policy). If the vehicle is returned with less fuel than at pick-up, the following will be charged:

• a refuelling service fee of €35.00 (VAT included), and
• the cost of the missing fuel according to the official fuel price on the day of vehicle return.

If the Lessee fills the vehicle with the wrong type of fuel, they are obliged to cover all resulting costs, including:

• repair costs according to the authorized service centre’s price list,
• towing and fuel system cleaning costs, and
• any costs related to vehicle delivery or replacement.

If the Full to Empty option is chosen, no refund will be given for any excess fuel remaining when the vehicle is returned with more fuel than anticipated. Any costs arising from refuelling with the incorrect fuel type are not covered by insurance and are entirely borne by the Lessee.

VEHICLE MAINTENANCE AND BREAKDOWN

Avia Rent a Car provides a 24-hour roadside assistance service, 7 days a week, if this option is included in the Rental Agreement. If the Lessee requests assistance and this service is not included in the Rental Agreement, the cost of assistance will be charged additionally according to the valid price list.
Even if roadside assistance is included in the rental price, it will be charged additionally if the intervention is required due to Lessee’s negligence — for example, when the driver ignores vehicle dashboard warnings (e.g. low AdBlue, oil, coolant level, or other service indicators) and continues driving despite the warning, resulting in a breakdown or inability to continue the journey. In such cases, all costs of assistance and repair shall be borne entirely by the Lessee. If a breakdown occurs due to carelessness or improper handling of the vehicle by the Lessee, they shall bear the full cost of assistance and repairs.

Such cases include, but are not limited to:

• discharged battery,
• burnt clutch,
• damaged or lost key,
• lost or damaged vehicle documents,
• improper handling of the vehicle or its equipment,
• ignoring warning lights and service indicators (e.g. AdBlue, oil, engine system, etc.).

The Lessee undertakes to take proper care of the rented vehicle, acting as a prudent owner, and to regularly:

• check the engine oil level,
• monitor the coolant (radiator water) level,
• maintain correct tire pressure and other basic technical conditions necessary for safe vehicle operation.

All repairs and part replacements may be carried out only in authorized service centres, and with prior approval from the Lessor. Reimbursement of repair costs is possible only upon submission of:

• an invoice from the authorized service centre that performed the repair, and
• the replaced parts.

If a repair is carried out without the Lessor’s approval or if the replaced parts are not provided, the costs will not be acknowledged or reimbursed. If, upon return of the vehicle, it is determined that any part of the vehicle or its equipment has been:

• replaced without authorization, or
• lost,

the Lessee will be charged for damages equal to three times the market value of the respective part, as per the authorized service centre’s quotation valid on the date of vehicle return.

VEHICLE INSURANCE

During the rental period, all vehicles owned by Avia Rent a Car are insured in accordance with applicable legal regulations and the rules of the insurance company.
The insurance covers liability for damage caused to third parties, and all rights and obligations related to a possible insured event are governed by the insurance policy for the respective vehicle and any agreed policy addenda.

In the event of damage, regardless of fault, the Lessee is required to participate in covering the cost of damage up to the amount of the deductible.
The deductible amount depends on the vehicle group and type.

The Lessee may avoid paying the deductible by purchasing a daily deductible waiver (franchise buyout), the cost of which also depends on the vehicle group and type.Note: Once the rental agreement is signed and the vehicle has been collected, the selected insurance option cannot be changed retroactively. Regardless of the selected insurance type, insurance coverage does not include the following types of damage:

• damage to the undercarriage of the vehicle,
• damage to the gearbox or clutch (e.g. burnt clutch),
• damage to the vehicle interior,
• engine damage caused by lack of oil,
• damage resulting from refueling with the wrong type of fuel,
• any damage caused by alcohol, drugs, or negligent behavior of the Lessee.

In the event of any damage to the vehicle, regardless of the type of insurance, it is mandatory to obtain a police report. Without an official police record, the insurance company will not recognize the claim, and the Lessee will bear full responsibility for all costs.

Insurance coverage also does not apply:

• if the vehicle was driven by an unauthorized driver not listed in the rental agreement,
• if the damage was not reported to the police,
• or if the damage resulted from a violation of the Rental Agreement terms.

If the Lessee has not violated the terms of the Rental Agreement, Avia Rent a Car is obligated to provide a replacement vehicle within three (3) days from the date the damage was reported.

Smoking is strictly prohibited in all Avia Rent a Car vehicles.
The penalty for violating this rule is €100.00 (VAT included).

“Clean to Clean” Policy:
Vehicles are delivered clean and must be returned in the same level of cleanliness.

Cleaning fees apply as follows:

• vehicles with up to 5 seats – €15.00 (VAT included)
• vehicles with 7 or more seats – €20.00 (VAT included)

If the Lessee indicates that the vehicle will be returned clean but returns it dirty, the following will be charged:

• the cleaning fee according to the vehicle category, plus an additional non-compliance fee of €20.00 (VAT included).

For excessively dirty vehicles, a special cleaning charge of €150.00 (VAT included) will apply.

In the event of any damage to the vehicle, regardless of the selected insurance option, an administrative damage processing fee of €75.00 (VAT included) will be charged.

It is recommended that the Lessee photographs the vehicle upon collection, in order to protect their rights and to confirm the actual condition of the vehicle at the start of the rental.

FIRE OR THEFT OF THE VEHICLE

The Lessee bears full responsibility for the loss, damage, fire, or theft of the rented vehicle if such an event occurs as a result of fault, negligence, or violation of the Rental Agreement.

In such cases, the Lessee is obligated to compensate the full amount of the resulting damage, including all repair costs, vehicle replacement expenses, and any other losses incurred by Avia Rent a Car.

If the vehicle is stolen or damaged due to fire, the Lessee must immediately notify the police and the Lessor, and provide an official police report on the incident.

Failure to report such events will be considered a serious breach of the Rental Agreement and will result in the Lessee being fully financially liable for all damages.

DOCUMENTS AND KEYS

All Avia Rent a Car vehicles are delivered with complete documentation required for lawful operation, including the vehicle registration certificate, Green Card (if applicable), and any other mandatory documents.

The Lessee is required to handle the vehicle documents and keys with care and return them in the same condition as when received.

In the event of loss, theft, or damage to any of the aforementioned items, the Lessee will be charged a fee according to the current Avia Rent a Car price list, covering all costs of issuing replacement documents and producing new keys.

TRAFFIC ACCIDENT

In the event of a traffic accident, the Lessee is obligated to immediately notify:

• the nearest police station, and
• the Avia Rent a Car branch that issued the vehicle.

The Lessee must complete the official Traffic Accident Report Form and promptly deliver it to the respective Avia Rent a Car branch.

In the event of a traffic accident, the Lessee undertakes to:

• fully cooperate with Avia Rent a Car in determining the circumstances of the accident,
• cooperate with the insurance company and the police, and
• take all reasonable measures to protect the interests of the Lessor and the insurer, including preserving all traces and evidence from the scene of the incident.

If the Lessee fails to comply with the above obligations — i.e. does not report the accident to the police and the Lessor or fails to submit the required documentation — they will bear full responsibility for all costs and consequences arising from the accident.

Insurance coverage applies to each vehicle individually.
In the event of a vehicle replacement, the new insurance conditions specified for the replacement vehicle shall apply.

LOSS OF PROPERTY

Avia Rent a Car shall not be held liable for the loss, damage, or theft of personal belongings of the Lessee or any other person, whether left in or on the rented vehicle, in a service vehicle, or within Avia Rent a Car premises.

By signing the Rental Agreement, the Lessee expressly waives any claims or demands against Avia Rent a Car arising from such losses or related damages, regardless of the circumstances under which they occurred.

VEHICLE INSPECTION

All Avia Rent a Car employees have the right, at any time and without prior notice, to inspect the rented vehicle in order to verify its condition, manner of use, and compliance with the Rental Agreement terms.

If it is determined that the Lessee is violating any provision of the Rental Agreement or using the vehicle contrary to the prescribed conditions, Avia Rent a Car reserves the right to:

• immediately terminate the Rental Agreement,
• repossess the vehicle without prior notice, and
• retain all paid amounts without obligation to refund.

The Lessee shall bear all costs and consequences arising from such actions, including the costs of repossession, transportation, and administrative processing of the vehicle.

 TRAFFIC VIOLATIONS AND PARKING FINES

The Lessee bears full responsibility for all traffic violations, parking fines, and other legal infractions incurred during the rental period, as well as for those reported after the end of the rental.

If notifications or fines are received after the rental period and relate to the time the vehicle was in use by the Lessee, Avia Rent a Car reserves the right to issue a subsequent charge to the Lessee for the amount of the fine, including all applicable taxes and administrative processing costs.

For each fine received after the completion of the rental, and not settled at the time of final billing, the following will be charged:

• the amount of the fine as stated in the official notice,
• VAT, and
• an administrative fee of €30.00 (VAT included).

COURT JURISDICTION

In the event of any dispute or disagreement arising from or in connection with the Vehicle Rental Agreement, the parties agree that the Court of Zadar, Croatia, shall have exclusive jurisdiction.

By signing the Rental Agreement, the Lessee confirms that they:

• are fully informed of all the terms and conditions of the rental,
• accept them in their entirety without objection, and
• undertake to comply with all obligations arising from the Rental Agreement and these General Terms and Conditions of Vehicle Rental.