Technical inquires

In case of loss of the key, please contact our technical service with whom you will agree on the procedure for delivery of the spare key to your location, and who will inform you about the cost of charging you will have when returning the rental vehicle.

Report the loss and / or theft of the case with documents and / or license plates to the nearest police station as soon as possible, where you will receive a confirmation of the incident, and be sure to hand it over to colleagues at the branch office when returning the rented vehicle. Also, please inform our technical service about the situation within 24 hours by e-mail and / or telephone.

If the rented vehicle cannot be unlocked, check that the key is mechanically damaged and / or that it has been affected by moisture (eg if your key falls into the sea)? If the answer to these questions is no, the key is probably a faulty battery or some other electronic error. However, even if you have a mechanical (conventional) key or a bluetooth key, you can always unlock the rented vehicle by following the steps below:

MECHANICAL (conventional) key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and unlock the vehicle with the mechanical part of the key. Please return the plastic cap to your colleagues at the branch office or return it to the designated place when returning the vehicle.

BLUETOOTH key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and unlock the vehicle with the mechanical part of the key inside the housing. When returning the vehicle, hand over the plastic cap to colleagues in the branch office or return it to the intended place. When accessing the vehicle, you must always open the front door first.

If the rented vehicle cannot be locked, check that the key is mechanically damaged and / or that it has been affected by moisture (eg if your key falls into the sea)? Also, make sure you turn off the ignition and close all doors on the vehicle completely. If the answer to these questions is no, the key is probably a faulty battery or some other electronic error. However, even if you have a mechanical (conventional) or bluetooth key, you can always lock the rented vehicle by following the procedure below:

MECHANICAL (conventional) key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and lock the vehicle with the mechanical part of the key. Please return the plastic cap to your colleagues at the branch office or return it to the designated place when returning the vehicle.

BLUETOOTH key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and lock the vehicle with the mechanical part of the key located inside the housing. Please return the plastic cap to your colleagues at the branch office or return it to the designated place when returning the vehicle.

TIP 1: If the rented vehicle is equipped with a bluetooth key, we advise you to never hold the key receiver near other electronic devices (mobile phone, laptop, strong magnetic fields …) because the presence of these devices due to strong electromagnetic radiation near the key receiver can interfere signal and disable its proper operation.
TIP 2: Please, regardless of the type of key with which the rented vehicle is equipped, never lock the vehicle if one of the passengers stays inside the vehicle.
TIP 3: Please, no matter what type of key the rented vehicle is equipped with, never leave the key receiver inside the vehicle. This could lead to inadvertent locking of the vehicle.

In addition to the mandatory equipment with a fire extinguisher, each vehicle in our fleet is equipped with a spare wheel with tools (wrench, wrench and towbar attachment), carpet set – front and rear (textile or rubber), vehicle case located in the glovebox (instructions, quick instructions, multimedia manual, service booklet …). All listed equipment must be returned when returning the vehicle.

Be sure to follow these steps when parking and leaving the vehicle:

  • close all windows and / or sunroof completely
  • put the transmission in first gear or reverse (for vehicles equipped with automatic transmission, be sure to set the lever to position P, and for vehicles
  • equipped with a robotic transmission to position N)
  • be sure to apply the parking brake and switch off the engine
  • do not leave personal items in visible places in the vehicle (bags, gadgets, etc.), we cannot be responsible for your personal belongings
  • lock and check that all doors on the vehicle are locked
  • always carry the vehicle document and key case with you

TIP 1: To reduce the possibility of burglary and theft, we advise you to park the vehicle in a lighted place in the urban parts of the place where you are.
TIP 2: Always try to park the vehicle in a wide area so that you can open the vehicle door without hindrance and to avoid possible damage.
TIP 3: To avoid damaging the wheels (rubber, alloy wheels or steel rim and wheel trim), never go near the curb when parking. This also applies to other vehicle elements, such as bumpers and sills.
TIP 4: To keep the vehicle’s paintwork flawlessly shiny for a long time, try parking under trees.

No, damage to tires and / or rims is not covered by either the basic or the unpaid helmet. To insure these elements on the vehicle, you are obliged to take out WUG insurance to cover this type of damage.

In case of a traffic accident and / or damage to the vehicle, be sure to call the police immediately on number 192 (number for the Republic of Croatia) and fill in the European report. If the rented vehicle is not in running order, please contact the technical service. When returning the vehicle from the rental, you are obliged to submit a record of alcohol testing to your colleagues in the branch office.

In case of vehicle theft, attempted vehicle theft and / or burglary, immediately call the police on number 192 (for the Republic of Croatia) and contact the technical service.

If it is a case of vandalism or damage to a parked vehicle by an unknown perpetrator, you are also obliged to call the police on number 192 (number for the Republic of Croatia) who will draw up a report, which you must submit to the office where you return the rented vehicle.

NOTE: In exceptional situations, in the case of minor damage to the vehicle (small scratch or dent, minor accident with or without other road users), with the prior approval of the technical service and possible sending photos of the accident, just fill out the European accident report without calling the police.

Depending on the type of rear door opening protection in the rented vehicle, you can activate this protection as follows:

MECHANICAL PROTECTION: Look at the inner frame of the rear door. On it, if your vehicle has mechanical protection, you will find a suitable sticker with the zone of insertion of the mechanical part of the key and the direction of rotation of the same to activate the protection. The deactivation procedure is the opposite of the activation procedure.

ELECTRONIC PROTECTION: Look for a switch with a symbol prohibiting the opening of the rear doors and / or rear windows in the driver’s seat environment. This switch is usually located on the electronic window switch, the left pillar of the front armature or the center console. On vehicles with such a protection system, activation automatically blocks the opening of the rear windows, using the switch controls on the rear doors. If the rented vehicle has mechanical protection for the rear door opening and electric rear window lifters, pressing this switch will only block the opening of the rear windows by pressing the switch on the rear door. If your vehicle has manual rear window lifters, blocking them is not possible.

TIP 1: Always activate the rear door lock and / or rear window lock when transporting children in the rear seat.
TIP 2: Always make sure that none of the occupants, especially children, interfere with the correct closing of the window and / or sunroof when closing the window and / or sunroof.

Each child seat and / or booster on the back has a scheme of installation in the vehicle. In order for your youngest companions to travel safely and comfortably, please follow these instructions.

TIP 1: We advise you to always and exclusively transport your children in child seats or boosters that suit their age, and to always fasten them with a seat belt.
TIP 2: We advise you to always place the child seat and / or booster behind the rear passenger seat. Whenever possible, always adjust the height of the front passenger seat to the highest level, push it as far back as possible, straighten the seat backrest and raise the head restraint to the highest position. This position is the safest for transporting your children. If you need to place more child seats and / or boosters, always do so in the rear seats.
TIP 3: If you decide to carry your child in a child seat and / or booster seat in the front passenger seat, BE SURE to always switch off the front passenger airbag without exception (the switch is usually located in the front passenger’s glovebox or on the right side of the instrument panel). Also, make sure that this method of transporting your children in the country where you are located complies with the applicable local regulations.
TIP 4: Never transport children under the age of 12 in the front passenger seat!

In case of the need to inspect the vehicle and / or perform some of the above works, you are obliged to contact the logistics department which will inform you about the procedure required for any work on the vehicle by third parties, and if necessary, provide the necessary authorization of works to the service place that performs works on the vehicle. Please note this, otherwise we will not be able to refund the amount of the repair paid.

Posebnu pozornost obraćamo na redovito održavanje naših vozila, kako bi ona bila sigurna za korisnike te zadržala svoju vrijednost i garanciju proizvođača. Kako biste se informirali o vremenskom/kilometarskom razdoblju u kojem je potrebno izvršiti periodično redovito održavanje, kao i kad je bilo izvršeno posljednje redovito održavanje, molimo vas pogledajte karticu vozila u etuiju s dokumentima. Također, sva naša vozila opremljena su servisnim indikatorom, koji vas pri uključivanju kontakta informira o vremenskom/kilometarskom razdoblju u kojem je potrebno izvršiti sljedeće periodično redovito održavanje. Ako je uskoro potrebno izvršiti periodično redovito održavanje, molimo vas da kontaktirate našu tehničku službu, s kojom ćete dogovoriti termin i servis u kojem će se izvršiti navedeno održavanje ili dogovoriti zamjena vozila.

NAPOMENA: Kako se ne bi izgubilo tvorničko jamstvo proizvođača vozila, maksimalni dopušteni rok za prekoračenje periodičnog održavanja je 500 km ili pet radnih dana. Molimo vas da se toga pridržavate, kako biste izbjegli nepotrebne troškove nadoknade eventualnog gubitka predmetnog jamstva.

Our vehicles go for a complete interior and exterior cleaning after each rental. Nevertheless, smoking is not allowed in our vehicles, so we kindly ask you to follow this rule – so that our vehicles remain immaculately clean and the smell of the interior is always pleasant. In case of non-compliance with this rule, we will have to charge you for the dry cleaning service – because we invest maximum effort in the cleanliness and pleasant smell of the interior of all our vehicles.

In case of the need for modifications, please contact our technical service with a specific inquiry regarding the technical modification of the vehicle. Only after our written consent can you make these technical modifications to the agreed supplier.

If you rent a vehicle for a longer period, such interventions may be approved, but only with our written consent, and with a guarantee that these interventions will not cause damage to the vehicle. If we approve these interventions, it is your obligation to return the vehicle in its original and acceptable condition.

Because your safety, as well as that of your passengers and other stakeholders in traffic, is extremely important to us, rented vehicles always have tires that meet the recommendations of the vehicle manufacturer, in terms of dimensions, speed index and load capacity. Also, regardless of the season and / or weather conditions, rented vehicles are always ready to drive. In other words, according to the legal framework in the Republic of Croatia (harmonized with regulations abroad), rented vehicles have summer or winter tires worn out up to the legally prescribed tread depth on the tire.

Leased vehicles may only be used on first class roads (city / local paved roads, expressways, local roads, motorways). Regardless of the category of the rented vehicle, it is not allowed to use the vehicle on poor pavements, such as macadam, in off-road environments and the like. See the contract for more details.

TIP: Non-first class road traffic is only allowed in cases of temporary diversion of local authorities to alternative routes. In these cases, we kindly ask you to adjust the speed to these conditions, and pay special attention to obstacles (holes, protrusions, stones, etc.) that can cause large and costly damage to the rented vehicle.

Not. Our vehicles are not allowed to participate in car races or similar events. Participation in them could lead to major damage to engines, gearboxes, clutches, tires and other parts of rented vehicles and ultimately cause extremely expensive repairs.

Mi ne ograničavamo vašu slobodu korištenja unajmljenih vozila prema vašim potrebama. To podrazumijeva da unajmljenim vozilom slobodno možete prevesti komad bijele tehnike, namještaja ili svoju rekreacijsku/sportsku opremu. Međutim, ljubazno vas molimo da poštujete pravila sigurnosti na cesti, te ne prevozite predmete koji na siguran način ne mogu stati u unajmljeno vozilo. Molimo vas da posebnu pažnju obratite na težinu predmeta koje vozite, kako unajmljeno vozilo ne biste preopteretili te time narušili svoju sigurnost i izazvali eventualni kvar na vozilu.

  • SAVJET 1: Ako prevozite velike i teške predmete, a kako biste izbjegli oštećenja unutrašnjosti koja mogu biti iznimno skupa, unutrašnjost zaštitite prikladnim presvlakama – posebice pritom mislimo na plastične pragove ruba vrata i prtljažnika, presvlake na sjedalima, krovne obloge, armaturnu ploču i drugo.
  • SAVJET 2: Ako u prtljažnik do visine police ne stane sva vaša prtljaga, nemojte na silu zatvarati prtljažna vrata jer to vrlo često može izazvati udubljenje prtljažnih vrata i skupi popravak.
  • SAVJET 3: Ako vaša prtljaga ne stane u prtljažni prostor unajmljenog vozila, molimo vas da ne vadite policu prtljage vozila, ili teške predmete odlažete na predmetnu policu. Polica prtljažnika vozila je skupa, pa pazite da je negdje ne izgubite ili ne oštetite.

Mi smo prijatelji životinja, pa želimo da dok putujete našim vozilima i stvarate iskustva, su i vaši kućni ljubimci s vama. Budući da nam je vrhunska kvaliteta pružanja usluge iznimno važna, molimo vas da ako u unajmljenim vozilima prevozite i svoje kućne ljubimce, zaštitite unutrašnjost vozila, posebice sjedala odgovarajućom presvlakom, kako ne bi došlo do prljanja unutrašnjosti, primjerice dlakama vašeg kućnog ljubimca. Ako vaš kućni ljubimac uneredi našu unutrašnjost, morat ćemo vas teretiti za uslugu kemijskog čišćenja.

  • SAVJET: Prije svega radi sigurnosti vas i vaših kućnih ljubimaca, savjetujemo vam da ih uvijek prevozite u za to predviđenim boxovima pričvršćenima sigurnosnim remenima za sjedalo. Tako ćete vi i vaši kućni ljubimci sigurno stići na odredište, a svoje ćete kućne ljubimce u vozilu prevoziti u skladu sa zakonskim odredbama.

In the event of a malfunction of the electrical equipment connection, check the correctness of your equipment and connection. Use only the European accessory connector to avoid damaging the connector on the car. If the connector still does not work, contact technical service to advise you on further troubleshooting.

TIP: Our colleagues will be happy to help you set up the accessories correctly when picking up the vehicle.

In the event of a minor defect, our colleagues at the nearest branch office will, depending on availability, replace the rented vehicle.

In the event of a malfunction of an external luminaire bulb, you can replace it yourself in exceptional cases. Please contact the technical service as soon as possible to refer you to the nearest service center or report the fault during the return of the rental vehicle.

NOTE: Never attempt to replace the xenon or LED bulb to avoid injury or damage to the vehicle.

In the event of a malfunction caused by a punctured / flat tire and / or damaged rim, please install a spare (temporary) wheel according to the instructions below.

Wheel replacement procedure:

  • Check that the vehicle is properly locked by applying the parking brake and engaging the manual transmission lever in first gear or reverse gear (set the lever to P in the automatic transmission and in the N position in the robotic gearbox).
  • Remove luggage from the boot and the inner textile floor (depending on the vehicle model, the spare wheel may also be located on the outside of the floor, below the boot. ).
  • Remove the spare wheel and associated tools from outside the vehicle
  • If the vehicle is equipped with a decorative wheel cover, remove it and store it carefully
  • If the vehicle is equipped with alloy wheels and has decorative caps on the bolts, remove them using the tool provided
  • If the vehicle has a safety bolt to secure the wheels, release it by installing the anti-theft attachment on the wheel removal wrench
  • Loosen the wheel bolts with the supplied wrench in the tool
  • Place the jack foot in the designated area below the vehicle sill (make sure that it is positioned correctly, for your own safety and to avoid damaging the vehicle sill). THE CRANE MUST BE PLACED ON A STABLE GROUND BEFORE LIFTING THE VEHICLE! IF THE SUBSTRATE IS SLIPPING OR LOAD, THE CRANE COULD MOVE AND SINK, INJURING YOU AND DAMAGING THE VEHICLE
  • After lifting the vehicle sufficiently and the damaged wheel not in contact with the ground, loosen the bolts completely and remove the wheel from the vehicle.
  • Place the spare wheel on the vehicle, holding it on the axle by hand. Install all provided bolts and tighten to resistance
  • After lowering the vehicle to the ground, tighten the bolts fully and double check that they are fully tightened
  • After you have replaced the wheels, store the listed equipment and the defective wheel in the boot
  • If your vehicle is equipped with a temporary wheel, you can continue driving without going 80 km / h to the first vulcanizer. Please inform the technical department as soon as possible, which will suggest options for repairing the defective wheel, depending on your agreed types of insurance.
  • If the rented vehicle does not have a temporary or spare wheel, please contact the branch office where you rented the vehicle to arrange a replacement vehicle.

NOTE: If you cannot install the spare wheel yourself, contact a technical service that can arrange roadside assistance, but whether or not you have WUG insurance, the spare wheel installation service is not covered and will be charged in full.

In the event of a vehicle breakdown that prevents further driving, please try to stop the vehicle in the best road safety conditions and switch on all direction indicators, switch off the vehicle and apply the parking brake. After stopping the vehicle, be careful when getting out of the vehicle and be sure to wear a reflective vest and set up a safety triangle. In case of failure in poor visibility conditions (night, rain, snow), leave the lights on and low. Before contacting the technical service, prepare the following information: vehicle registration number, exact location of the fault (address, kilometers of highway or GPS coordinates) and information on the nature of the fault. If the vehicle repair cannot be rectified within 24 hours, we will provide you with a replacement vehicle or an alternative way to continue the journey.

NOTES:

The client must wait for the agreed assistance on the road, and all the necessary information will be reported to you as soon as possible by the technical services.
The above procedure also applies to the Republic of Croatia and abroad.

All our vehicles are equipped with mandatory equipment that complies with local and European road safety laws. Mandatory equipment consists of a reflective vest, safety triangle, first aid kit and a set of spare bulbs and fuses located in a case stored in the trunk of the vehicle. In addition, all vehicles in our fleet are equipped with a suitable fire extinguisher (one or two kilograms, depending on the type and purpose of the vehicle, located in the trunk of the vehicle or under the passenger seat in the front row for vans).

When returning a rental vehicle, be sure to inform our employees if part of the mandatory equipment is incomplete or you have used it, so that we can supplement it.

If the tire pressure indicator light appears on the instrument panel and center console display, please adjust the tire pressure to the recommended values ​​according to the label on the driver’s door frame or the inside of the fuel tank. In case your vehicle has:

INDIRECT TIRE PRESSURE MONITORING SYSTEM: After adjusting the pressure of all four tires, depending on the vehicle model, hold down the tire pressure indicator switch until it beeps or reset it via the center console display in the Vehicle Parameters menu.

DIRECT TIRE PRESSURE MONITORING SYSTEM: After adjusting the pressure in all four tires, the incorrect tire pressure lamp and the message on the center console screen go out, and the current value of the pressure in each tire can be read via the center console screen, in the Vehicle parameters menu and / or via the trip computer menu. The incorrect tire pressure indicator can go out after a few minutes of correct pressure.

If the vehicle is equipped with a speed limiter, check that the limiter function is switched off at the cruise control / limiter switches. If the answer is no, pay attention to the lights and messages on the instrument panel described below.

If the rented vehicle is left without sufficient fuel level while driving, try to stop the vehicle in the best road safety conditions, switch on all direction indicators, switch off the vehicle engine, apply the parking brake and place the safety triangle at the prescribed distance from the vehicle. At the first petrol station, buy a plastic canister and fill the vehicle with at least five liters of suitable fuel (see the label on the fuel filler flap). If the vehicle’s engine cannot be started even after several attempts, to prevent damage to the engine, stop trying and contact technical support.

TIP: Never drive with a low fuel level. As soon as the low fuel light comes on and the level indicator is lower than ¼, refuel at the first petrol station.

If the wrong type of fuel is added to the vehicle, do not attempt to start the engine, as this will prevent the possibility of major damage. Please contact the technical support that will organize the best and most favorable solution for you, so that you can continue your journey as soon as possible.

TIP: Always check that the fuel you have rented corresponds to the labels and markings on the fuel filler flap and key fob before refueling.

To be sure of the type of fuel used by the vehicle you have rented, a label indicating the type of fuel used by that vehicle is affixed to the outside of the fuel filler flap. For added visibility, there is also a factory mark on the inside of the fuel filler flap. For even better visibility, you will also find this mark on the vehicle key fob.

TIP 1: It is always necessary to pour more than 10 liters of fuel into the tank in order for the fuel gauge to register a new quantity.
TIP 2: Always turn off the engine while refueling.

The Auto Hold function keeps the vehicle on a slope for easier starting. This function, if the mechanical / electric parking brake is released, ‘holds’ the brake depressed for a few moments while the driver shifts his foot from the brake to the accelerator and / or clutch pedal so that the vehicle does not slip down the slope. Most of the vehicles in our fleet are equipped with this function, but on our website you can find the most important technical details and equipment that your vehicle has, among other things, and find out if the vehicle you rented has the Auto Hold function.
In the event that the above message appears on your rented vehicle, contact our technical support who will be happy to give you an entry code.
BEFORE RENTAL
RESERVATIONS
PICKUP
DURING RENTAL
DROP OFF