GENERAL TERMS AND CONDITIONS

GENERAL TERMS AND CONDITIONS OF VEHICLE RENTAL AUTOWILL RENT A CAR

1. INTRODUCTORY PROVISIONS

1.1. These General Terms of Use and Business (hereinafter: "General Terms") supplement the specific conditions established in the special provisions of the Vehicle Rental Agreement and are equally binding.

1.2. The General Terms also apply to the use of AUTOWILL rent a car’s online store within the Republic of Croatia, accessible at www.autowill-rentacar.hr. The online store offers vehicle rentals under the terms and prices listed on the website.

1.3. The content of AUTOWILL rent a car’s website is protected by copyright, which is either owned by or licensed to AUTOWILL rent a car. AUTOWILL rent a car also holds the copyright for the design, selection, and organization of the content on this site. This site contains trademarks, names, logos, and other intellectual property. The photographs, images, and other materials appearing on this website are the property of AUTOWILL rent a car and may not be used without prior written consent from AUTOWILL rent a car. Additionally, it is prohibited to use any material from this site in connection with selling or offering products or services of any kind. Users of the website agree to fully comply with the limitations, terms, and conditions set forth herein.

1.4. These General Terms of Use and Business are subject to change at any time, so Users should check the page with the General Terms of Use and Business upon each visit. If the User continues to use AUTOWILL rent a car’s website after the revised General Terms have been published, it is considered that they agree to the new General Terms.

2. INFORMATION ABOUT THE LESSOR, LESSEE, AND OTHER PARTIES

2.1. Certain terms in these General Terms have the following meanings:

Lessor: The entity renting out the Vehicle is WILL d.o.o., Zagrebačka avenija 100, 10090 Zagreb, Republic of Croatia, OIB: 64502864245 (AUTOWILL rent a car).

Lessee: A natural or legal person who rents the Vehicle under the Rental Agreement unless the rental is concluded through an intermediary/agent who has received the rental payment on behalf of AUTOWILL rent a car, in which case the Driver is considered the Lessee.

Driver/Driver 1: The person who picks up the Vehicle from AUTOWILL rent a car.

Driver 2, 3, 4, etc., or Additional Driver: The person(s) listed in the Vehicle Rental Agreement authorized to operate the Vehicle alongside the Driver.

Vehicle: The rented vehicle as specified in the Rental Agreement.

User: The Lessee, Driver, and Additional Drivers, who are jointly responsible for fulfilling and complying with all obligations and provisions of the General Terms and the Rental Agreement unless otherwise stated in these General Terms and the Agreement.

2.2. The general conditions that the Lessee, Driver, and Additional Drivers must meet are: a) the individual must be at least 18 years old, b) must have a valid driver's license, and c) must hold a credit/debit card accepted by the Lessor for fulfilling obligations under the Rental Agreement.

3. INFORMATION ABOUT PRODUCTS AND/OR SERVICES

3.1. Under the concluded Rental Agreement, the Lessor is obligated to provide the agreed Vehicle for use to the Lessee, and the Lessee is obligated to pay the agreed rental fee, charges, and costs, use the Vehicle in accordance with the Agreement, the intended purpose of the Vehicle, and with due diligence, as well as return the Vehicle in proper condition after the rental period ends.

3.2. The Lessor offers rental services for specific Vehicle categories at the rental prices and other terms listed on its website. Within a specific category, the Lessee cannot reserve a particular Vehicle model but only a Vehicle from the selected category.

4. RENTAL CONDITIONS

4.1. These General Terms define the process for ordering, payment, rights and obligations of the contractual parties, and complaints regarding the Vehicle rental service offered by AUTOWILL rent a car on the website www.autowill-rentacar.hr.

4.2. Before making a Vehicle reservation, the User must read: a) these General Terms, b) additional general information and rental instructions available on the website https://autowill-rentacar.hr/uvjeti-najma/, and c) the Privacy Policy of WILL d.o.o. (AUTOWILL rent a car) available on the company’s website: https://autowill-rentacar.hr/politika-privatnosti/.

4.3. By reserving a Vehicle rental or concluding a Vehicle Rental Agreement, the Lessee confirms that they are familiar with the provisions of a) these General Terms, b) rental information and instructions, and c) the Privacy Policy and agrees to their application.

5. VEHICLE RESERVATION

5.1. To make a Vehicle rental reservation on the website www.autowill-rentacar.hr, the following steps must be completed:

1. Selecting the branch office and the pick-up and return times for the Vehicle;
2. Selecting the Vehicle;
3. Selecting the Protection Package in case of damage (Deductible);
4. Selecting Additional Equipment and Services;
5. Entering basic driver information (name and surname, email address, phone number).

5.2. After confirming the reservation, the Lessee will be redirected to the WSPay payment pages.

6. PAYMENT METHODS AND SECURITY

6.1. The rental fee is paid exclusively online using credit/debit cards. Payments at the Lessor’s office can be made using the following debit and credit cards: MasterCard, Visa, Visa Premium Diners, and Union Pay.

6.2. AUTOWILL rent a car’s online store uses WSPay – a secure payment processing system for online credit card transactions. The User must read the terms of use of WSPay and the card company before making a payment. By making a payment, the User is considered to have read and accepted the terms of business.

6.3. WSPay is a secure online payment system that enables real-time payments with credit and debit cards and other payment methods. WSPay provides secure card data entry and transfer, confirmed by its PCI DSS certification.

6.4. WSPay processes personal data for transaction purposes in compliance with GDPR (EU Regulation 2016/679) and PCI DSS security standards.

6.5. WSPay uses a 256-bit SSL encryption certificate and TLS 1.2 cryptographic protocol as the highest levels of security for data entry and transfer.

6.6. Personal data used for authorization and payment processing are considered confidential. WSPay does not process or use personal data except for executing the authorization and payment. WSPay guarantees compliance with all conditions prescribed by applicable personal data protection regulations, particularly the implementation of necessary technical, organizational, and security measures, as confirmed by its PCI DSS L1 certification.

7. RESERVATION CONFIRMATION AND MODIFICATION

7.1. After making a payment, a reservation confirmation email will be sent to the email address provided during the last step of the booking process.

7.2. The Lessee can modify a reservation via email at [email protected] or by phone at +385 99 484 00 10. Modifying a reservation is free of charge, but changes may affect the final rental price.

8. RESERVATION CANCELLATION

The Lessee may cancel a reservation using the following methods:

1. By clicking on the “Cancel Reservation” link in the reservation confirmation email;
2. If the Lessee created an account on AUTOWILL rent a car’s website, the reservation can be canceled by logging in, accessing "My Account," reviewing past reservations, and selecting the cancellation option;
3. By sending an email to [email protected] or calling +385 99 484 00 10.

9. CANCELLATION POLICY

9.1. If a reservation is canceled at least 24 hours before the scheduled vehicle pick-up time, a full refund will be issued.

9.2. If a reservation is canceled less than 24 hours before the scheduled pick-up time, no refund will be provided. The same applies if the User fails to pick up the reserved Vehicle at the specified time and location.

9.3. If a reservation is canceled with a refund entitlement, the refund will be processed no later than 14 (fourteen) days from the date of cancellation.

10. CONTRACT CONCLUSION AND CONTRACTUAL OBLIGATIONS

10.1. The Vehicle Rental Agreement is concluded when the contracting parties sign the written document – the Rental Agreement. As a rule, the Lessor will not hand over the Vehicle to the Lessee before the Agreement is signed.

10.2. Under this Agreement, AUTOWILL rent a car, as the Lessor, agrees to provide the User, as the Lessee, with the Vehicle under the conditions set forth in the Agreement, while the User agrees to pay the agreed rental fee.

11. RENTAL CONDITIONS

11.1. By signing the Agreement, the User guarantees to AUTOWILL rent a car that they meet the minimum age requirements for operating a motor vehicle and possess the necessary documents to drive, in accordance with Croatian regulations. The User is required to present original documents to AUTOWILL rent a car, which may, if necessary, make copies.

11.2. By signing the Agreement, the User confirms that they are taking possession of the Vehicle in good condition, suitable for the agreed use, and equipped with all necessary documents and accessories.

11.3. The Lessee and any additional authorized Users must return the Vehicle within the agreed rental period. Any extension of the rental period or other modifications must be requested in writing at least 24 hours before the agreed return date.

11.4. If the Lessor offers additional services during the rental period, the Lessee must confirm acceptance of these services in writing.

11.5. The Lessor is authorized to report the Vehicle as missing if 24 hours have passed since the agreed return date.

12. PAYMENT TERMS

12.1. The User agrees to pay AUTOWILL rent a car the agreed rental fee, additional charges (protection packages, equipment, services), penalties, damages, traffic fines, delays, fuel, refueling service charges, and other potential costs arising from the rental. The Lessee, Driver, and Additional Drivers are jointly and severally liable for all payments under the Rental Agreement.

12.2. If the User pays with a credit/debit card, they must allow a pre-authorization hold at the time of vehicle pickup. The User also authorizes AUTOWILL rent a car to charge any due amounts, penalties, or costs to the same card after the rental period.

12.3. If payment is made directly to AUTOWILL rent a car’s bank account, it must be completed within the specified deadline; otherwise, the User will be charged statutory interest. If a payment is delayed, the User must reimburse AUTOWILL rent a car for legal interest, collection costs (whether initiated by AUTOWILL rent a car, a debt collection agency, or a legal representative), and a processing fee of €20 + VAT.

12.4. The User and any guarantor, by signing this Agreement, authorize AUTOWILL rent a car to charge any outstanding rental-related costs to their provided credit/debit card at any time when payment obligations arise. Any third party who pre-authorizes their card as a guarantee assumes liability for all financial obligations under the Rental Agreement.

13. USER OBLIGATIONS

13.1. By signing the rental agreement, each User declares that they are aware of all the obligations listed below and accept:

1. to return the rented Vehicle to the agreed location and within the agreed period specified in the Agreement, or earlier upon request by AUTOWILL rent a car;
2. to request an extension of the rental period, as well as any other changes related to the rental, exclusively in writing from AUTOWILL rent a car at least 24 hours before the end of the rental period; otherwise, AUTOWILL rent a car is authorized to report the rented Vehicle as missing in accordance with Article 11.5.;
3. not to use the rented Vehicle for driver training, transportation or towing of other vehicles or trailers, participation in motor sports events, committing any criminal offense or violation prescribed by the laws of the Republic of Croatia, or for paid passenger transport;
4. to use the rented Vehicle only for personal purposes in accordance with the Agreement and the intended use of the Vehicle and to operate the rented Vehicle only themselves, or a person listed in the Agreement as a Driver, Additional Driver, or a person with written authorization from AUTOWILL rent a car to operate the rented Vehicle;
5. to handle the rented Vehicle with the care of a diligent owner/businessperson, particularly: (i) not to drive the Vehicle on roads or surfaces where access is restricted or prohibited, (ii) on roads and surfaces that are not in a suitable condition for safe traffic (damaged roads, landslides, deep snow, road obstacles, etc.), (iii) on roads and surfaces that are in any way unsuitable for the movement of a passenger Vehicle (especially dirt, sand, gravel, macadam, "Off-Road" tracks and terrains, etc.), and to ensure that the rented Vehicle, when left unattended, is always turned off, braked, properly locked, and with windows closed;
6. not to drive the rented Vehicle outside the borders of the Republic of Croatia without prior approval from AUTOWILL rent a car, unless this was declared at the time of reservation or vehicle pickup, for which AUTOWILL rent a car will charge a cross-border fee according to the price list; otherwise, the User loses the right to the protective provisions of Article 17 if they were agreed upon and paid for;
7. that AUTOWILL rent a car, without prior notice or further consent from the Lessee and other persons, may (i) charge all traffic violations, parking and other fines, costs, and financial obligations resulting from violations of the laws of the Republic of Croatia, as well as (ii) charge for damages caused to the Vehicle during the rental period, including any administrative fees, directly to the credit or debit card that the User authorized the Lessor to use for securing payment and collecting claims;
8. not to use the rented Vehicle for commercial purposes or for profit;
9. not to smoke or allow smoking in the Vehicle, to bear all costs related to operating the Vehicle (fuel, tolls, parking, and other fees), and to be responsible for all damages to the entire Vehicle, including tires and rims, that occur during the rental period;
10. to regularly check the oil and coolant levels during the rental period and, if necessary, to refill them at their own expense while keeping the receipt for verification upon returning the Vehicle to AUTOWILL rent a car;
11. to immediately stop using the Vehicle in the event of an accident, breakdown, or other unforeseen circumstances and to immediately inform AUTOWILL rent a car and the competent police station, following their instructions. If the User does not immediately inform AUTOWILL rent a car of the incident, it will be considered that they have voluntarily left the scene. In this case, the User must pay AUTOWILL rent a car for all damages incurred, even if they have taken out basic or additional coverage in accordance with Article 17 "Damage Participation (Franchise)" of these General Terms;
12. to return all documents and all equipment of the rented Vehicle upon its return. The loss of documents or equipment will be charged according to the valid price list of AUTOWILL rent a car.

14. THEFT, TRAFFIC ACCIDENTS, VEHICLE MALFUNCTIONS, TRAFFIC VIOLATIONS, AND PARKING FINES

14.1. If the Vehicle: (i) has been involved in a traffic accident and is damaged, broken, or requires repair or towing, regardless of the cause, (ii) has gone missing/been stolen, or (iii) is inoperable due to a malfunction or damage (regardless of whether the damage was caused by the User), then the User must immediately notify AUTOWILL rent a car about the incident and complete an incident/damage report, secure the Vehicle to prevent further deterioration and additional damage, stop driving the Vehicle immediately, and in all cases call the police at 112 and request an official report in cases such as a traffic accident, theft, collision with an animal, fire, or explosion of the Vehicle and in other similar cases.

14.2. In case of a traffic accident or theft of the rented Vehicle, the User is required to: (i) call the police and request an official report, (ii) ensure that an alcohol test (if conducted) shows a blood alcohol level of 0.00‰, and (iii) immediately inform and provide a statement to the nearest AUTOWILL rent a car branch about the situation.

14.3. If the rented Vehicle is stolen due to the User’s negligence during the rental period, the User is required to compensate AUTOWILL rent a car for the value of the rented Vehicle, reduced by depreciation. In addition to the value of the rented Vehicle reduced by depreciation, the User must also compensate AUTOWILL rent a car for the lost revenue resulting from the unavailability of the Vehicle. The same provision applies if the User, for any reason, fails to return the rented Vehicle at the end of the rental period.

14.4. The User shall bear the full cost of damages caused by a traffic accident or any other cause (including, but not limited to, speeding violations, improper use and handling of the Vehicle, etc.) for which no official report has been made and no statement has been provided about the accident/incident, regardless of whether the User had opted for and paid for the daily SCDW coverage in accordance with Article 17 of these General Terms, as well as regardless of the User’s fault in the accident or other damaging event.

14.5. In the event of a mechanical malfunction of the rented Vehicle, the User must secure the rented Vehicle to prevent further deterioration and additional damage until AUTOWILL rent a car retrieves it and must notify and provide a statement to the nearest AUTOWILL rent a car branch about the situation.

14.6. If the User does not comply with these provisions, they shall be required to pay AUTOWILL rent a car the full cost of repairing the rented Vehicle resulting from the damage event that occurred during the rental period, as well as any other losses incurred by AUTOWILL rent a car due to the damage, including lost rental income due to the Vehicle being unavailable for repairs, up to a maximum of 30 days.

14.7. The User shall only pay the deductible (franchise) that was additionally agreed upon and paid in accordance with the contract and the terms of the Lessor on the website, in case of any damage and/or loss of any mechanical part of the rented Vehicle, if the amount of damage and/or loss is less than the applicable deductible (franchise) amount.

14.8. The User is responsible for all fines and charges related to traffic and parking violations, regardless of when AUTOWILL rent a car became aware of the charge, if at the time of the offense or improper parking the Vehicle was under the User’s responsibility.

14.9. AUTOWILL rent a car may, at its discretion, after receiving notification of a traffic or parking violation or an invoice/payment order, either pay the fine or invoice itself or notify the User, allowing a reasonable period for them to settle the fine or invoice. If the User does not notify AUTOWILL rent a car within the given period about payment of the fine or filing an appeal, AUTOWILL rent a car will settle the fine or invoice and charge the User for the payment, which will be increased by statutory late interest, incurred costs, and administrative fees of AUTOWILL rent a car in the amount of EUR 24.00 + VAT. The User agrees that AUTOWILL rent a car may settle this claim by charging the User’s credit/debit card or the provided security deposit, or otherwise request payment and initiate appropriate extrajudicial and judicial proceedings.

15. COSTS REIMBURSED TO THE USER

15.1. The Lessor, WILL d.o.o., will reimburse the User for necessary expenses for oil, lubricants, regular servicing, and minor repairs incurred during the rental period, excluding costs for washing the rented Vehicle, upon presentation of a receipt for the completed payment.

15.2. The invoice for expenses referred to in the previous section must always be issued to the Lessor, WILL d.o.o., and will be recognized by the Lessor if it has been paid in cash or by credit/debit card, exclusively to a legal entity engaged in a registered business activity.

15.3. If it is determined that the User has unjustifiably replaced any component, part, or device on the Vehicle, the Lessor will not reimburse the User for the value of that part, component, or device.

15.4. To be eligible for reimbursement of the costs specified in this Article 15, the User must obtain prior written approval from an authorized representative of the Lessor; otherwise, reimbursement will not be possible.

16. DAMAGE COMPENSATION

16.1. Upon returning the Vehicle, the Lessor will inspect the Vehicle and determine any visible defects, damages, or malfunctions. The User will receive a written document or notification via email or postal mail. The inspection of the Vehicle will be conducted in the presence of the User if they wish. If any defects were not noticeable during the initial inspection, the Lessor will notify the User of any subsequently discovered defects caused by the User as soon as possible.

16.2. If, upon returning the Vehicle, it is found to be damaged or not in the condition in which the User received it, the User is obliged to compensate the Lessor for the incurred damage, in accordance with these General Terms and the Rental Agreement.

16.3. The User agrees to compensate the Lessor for any damage (actual damage and lost profit) that occurs to the Vehicle and consequently, except to the extent that and as expressly excluded by specific provisions of these General Terms and the Rental Agreement (Franchise).

16.4. Damage particularly, but not exclusively, includes the following events and/or consequences:

1. Theft, attempted theft of the Vehicle or its parts;
2. Failures in the engine, gearbox, oil sump, clutch, wheels, tires, undercarriage, and other mechanical parts of the Vehicle;
3. Damage to the interior of the Vehicle, destruction or damage to the Vehicle's windows, and any other damage to the Vehicle's body;
4. Deficiency of engine oil, transmission oil, differential oil, or coolant, including refilling with inappropriate fluids;
5. Inability of the Lessor to use the Vehicle during repairs or due to theft if the theft occurred due to the User’s fault;
6. Violation of contractual provisions of these General Terms, the Rental Agreement, or applicable regulations;
7. Any other cases of damage, without limitation.

16.5. Additionally, in the context of these General Terms, damage also includes costs related to legal proceedings, fines, administrative procedures, costs for obtaining lost documents, keys, and similar expenses, as well as any other costs incurred by the Lessor as actual damage or lost profit caused by the User, the person operating the Vehicle, or a third party for whom the User is responsible.

16.6. The User is also obliged to compensate for any potential damage incurred by the Lessor due to the delayed return of the Vehicle.

17. LIABILITY FOR DAMAGE (FRANCHISE)

17.1. AUTOWILL rent a car offers the User the option to contract the following clauses or fees to limit the User's liability for damages (franchise):

1. CDW – With this basic coverage, the User’s obligation to compensate for damages is limited to the payment of the franchise, except in cases of damage to the undercarriage (tires, rims, hubcaps, etc.), the Vehicle’s interior, or windows. In such cases, the User, in addition to the agreed franchise, must compensate AUTOWILL rent a car for all further damages incurred in the full amount of the repair at an authorized service provider.

2. SCDW – By paying this fee, the User is released from the obligation to pay for damages except in cases of damage to the undercarriage (tires, rims, hubcaps, etc.), the Vehicle’s interior, or windows. In such cases, the User, in addition to the agreed franchise, must compensate AUTOWILL rent a car for all further damages incurred in the full amount of the repair at an authorized service provider.

3. WUG – By paying this fee, the User is released from liability for damage to the undercarriage, tires (rims, hubcaps, etc.), and windows. WUG does not release the User from liability for damage to the Vehicle’s interior.

4. TP – With this basic coverage, in case of Vehicle theft, the User’s liability is limited to the agreed franchise amount.

5. PAI – By contracting and paying this fee, Users and passengers are insured against accidental death and disability up to the amounts prescribed by the insurance company that insures AUTOWILL rent a car’s Vehicles.

6. KPD – By paying this fee, the driver and passengers are insured against the loss of keys, documents, and Vehicle license plates.

7. FI – By paying this fee, the driver and passengers are insured against fire damage to the Vehicle.

17.2. The franchise and fees listed in section 17.1 can be contracted separately or as part of a package, as follows:

1. S Package – Includes CDW and TP;

2. M Package – Includes CDW, TP, SCDW, and PAI;

3. L Package – Includes CDW, TP, SCDW, WUG, and PAI;

4. XL Package – Includes CDW, TP, SCDW, WUG, PAI, KPD, and FI.

17.3. Acceptance of CDW, TP, and CDW+ does not reduce the User’s financial liability for damage if they fail to comply with the contractual General Terms outlined in sections 13 and 14 of these General Terms.

17.4. Coverage or any contracted franchise does not cover or limit the User's or additional driver’s liability for damages to the rented Vehicle, the property of other legal or natural persons, or personal injuries if caused by: (i) intentional or gross negligence, (ii) being under the influence of alcohol in any quantity (tolerance is 0.00%) or under the influence of drugs, (iii) driving without a valid driver’s license or during a driving ban (revoked license), (iv) exceeding the registered seating capacity of the Vehicle, or (v) other circumstances outlined in the protection package rules, which the User has reviewed and which form an integral part of these General Terms. The protection packages do not cover damages caused by war operations or uprisings.

17.5. Coverage or the mentioned franchises do not cover the following risks: destruction/damage to car tires, rims, or hubcaps, and destruction/damage to the undercarriage. This coverage can be obtained by purchasing the WUG add-on as per the valid price list.

17.6. The Lessor is not liable for damage suffered by the User due to delays in Vehicle delivery or for any damage incurred by the User or the driver due to a Vehicle malfunction during the rental period.

18. PRIVACY POLICY

18.1. The User gives their explicit, voluntary, and informed consent to the collection and processing of their personal data as specified in the Privacy Policy and the provisions of this Vehicle Rental Agreement and General Terms.

18.2. The User acknowledges that the Vehicle is equipped with a GPS device that continuously tracks and collects data on the Vehicle’s location and movement and agrees to the collection, processing, and automated processing of their personal data in connection with the rental agreement for the purpose of fulfilling the contract and other purposes stated in the Privacy Policy.

18.3. The User agrees that the Company may transfer their personal data to other entities within the Republic of Croatia and/or other EU member states for the purpose of processing their data. This consent also applies to cases where data is provided to government authorities and/or courts authorized to determine traffic or other violations, conduct judicial, administrative, and other proceedings, and impose fines or other penalties and measures, regardless of when the violation occurred, including limitations, jurisdiction, or competence of such authorities or courts.

18.4. AUTOWILL rent a car complies with all applicable laws and regulations regarding personal data protection. Our privacy policy is available on our website https://autowill-rentacar.hr/politika-privatnosti/ and provides detailed information on how we collect, use, and protect your personal data.

19. CONFIDENTIAL DATA PROTECTION

19.1. WILL d.o.o. commits to protecting the User’s personal data by collecting only necessary, basic data about Users and the use of Vehicles that is essential for fulfilling the Lessor’s obligations. Users are informed about how their collected data is used and are regularly given the option to decide whether they want their name removed from marketing lists.

19.2. All User data is strictly protected and is accessible only to employees who require the data to perform their duties.

19.3. All employees of WILL d.o.o. and business partners are responsible for adhering to privacy protection principles.

19.4. The User is required to review the Privacy Policy, available at https://autowill-rentacar.hr/politika-privatnosti/. Detailed information about data processing and cookie usage is available at https://autowill-rentacar.hr/informacije-o-obradi-osobnih-podataka-i-koristenju-kolacica/.

20. AMENDMENTS TO GENERAL AND SPECIAL TERMS

20.1. AUTOWILL rent a car reserves the right to amend these General Terms at any time. All changes will be published in a timely manner on AUTOWILL rent a car’s website and will be considered accepted if the User continues using the services after the changes have been published.

20.2. Only written amendments and modifications to an individual Vehicle Rental Agreement shall be valid.

21. PARTIAL INVALIDITY

If any provision of these General Terms is found to be invalid or unenforceable, such invalidity or unenforceability shall not affect the validity or enforceability of any other provision of these Terms.

22. FORCE MAJEURE

AUTOWILL rent a car shall not be liable for failure to fulfill its obligations under this Agreement if such failure is due to force majeure, including but not limited to natural disasters, war, uprisings, or any other events beyond the reasonable control of AUTOWILL rent a car.

23. COMPLAINTS AND CLAIMS

In accordance with Article 10 of the Consumer Protection Act (Official Gazette No. 19/22 and 59/23), consumers are informed that they may express dissatisfaction with a purchased product or provided service by submitting a written complaint at AUTOWILL rent a car business premises, where they will receive written confirmation of receipt without delay. Complaints can also be sent by mail to the Lessor’s address: WILL d.o.o., Zagrebačka avenija 100, 10090 Zagreb, or via email to: [email protected]. The Lessor is obliged to respond in writing to complaints within 15 days from the date of receipt.

The User agrees to publish or share only factually and legally substantiated reviews. The User commits that, in their reviews, regardless of their personal opinion about the provided service, they will not post false information, offensive language, discriminatory messages, or similar content, whether the review concerns the Lessor, its services, employees, sales representatives, or other contractual partners.

The Lessor, to the extent possible, reserves the right to remove reviews or file reports against reviews that violate this section or applicable legal regulations.

24. CONTACT

For any additional information or questions regarding these General Terms, users may contact AUTOWILL rent a car via phone, email, or in person at our business locations. Contact details are available on our website: www.autowill-rentacar.hr.

25. DISPUTE RESOLUTION

25.1. Any disputes arising from the application of these General Terms and the Vehicle Rental Agreement shall first be attempted to be resolved amicably between the contractual parties. Otherwise, the jurisdiction of the competent court in Zagreb is agreed upon.

25.2. The General Terms and the Vehicle Rental Agreement shall be interpreted in accordance with Croatian law.

25.3. The General Terms and the Vehicle Rental Agreement are drafted in both Croatian and English. In the event of any discrepancies between the Croatian and English versions, the Croatian version shall prevail.

26. FINAL PROVISIONS

26.1. The General Terms of Use and Business are available on the official AUTOWILL rent a car website.

26.2. AUTOWILL rent a car will publish and make available all amendments and modifications to these General Terms of Use and Business in a legally prescribed manner.

26.3. These General Terms of Use and Business come into effect and apply from March 12, 2025.

 

In Zagreb, March 12, 2025