User Service Center

When you ask about the price of rent, you must know what is included in the stated price. The needs of the customers are different and you need to be sure you are paying for what you need.

What is included in AUTOWILL's price will be shown on the reservation or contract for rent, and that includes the following:

• Basic coverage up to the amount of franchise/excess (CDW)
• Vehicle theft protection (TP)

When picking up the vehicle it is necessary to present your driver's license and credit card as well as your passport or ID card. The cards have to be in the name of the main driver and have to be valid for 6 months upon the rental completion.

Since the price of rent includes basic coverage, the agent will ask you if you want additional coverage. Please read the part regarding coverage. The vehicle will be handed to you with a full tank of fuel and you are obligated to return it with a full tank. If not, you will be charged for refueling services as well as the difference of fuel which is missing in the tank.

You will receive a Rental agreement in order to read and sign it. In it are emphasized all significant costs as well as the insurance you have chosen.

You should examine the vehicle in order to establish condition you are taking it over and confirm it with your signature. This procedure is necessary to define eventual damage done during your rent.

After this you will receive the keys to the vehicle, a copy of the Rental agreement and pre-rental damage report.

It is possible to rent a vehicle without a credit card, but if you do not use a credit card for a deposit, it is mandatory to purchase protection package L.

The deposit serves as a guarantee of payment of rent and possible additional costs that may occur during the lease, possible delays, lack of fuel, damage to the vehicle that are not covered by protection packages, traffic violations, fines and the like.

At the end of the rental you are able to pay the rest of the costs by the method of your choice: cash, debit card and credit card.

Of course, you can travel beyond the borders of Croatia by paying a small additional fee. If you are planning to go across the borders of Croatia, you need to pay a cross border fee. In case of an accident or break down, the coverage package is not valid unless you pay this fee.

For additional information contact us on:+385 (0)99 484 00 10 or email us at: [email protected]

Pick up/drop off after office hours - in case of picking up or dropping off after office hours a fee is charged.

Cross-border fee - if you plan a trip outside Croatian borders you need to pay a cross-border fee. In case of an accident or vehicle break down insurance packages do not apply if the fee is not paid.

A ferryboat transport fee- in case you wish to transport the rented vehicle by ferry boat you need to pay a fee, since the insurance package does not cover transportation by ferry.

A senior drivers fee - all drivers older than 70 must pay a fee. A Young drivers fee - all drivers younger than 21 must pay a fee.

Additional driver - Insurance packages are valid only for the person on the contract. In case of a harmful event, if the driver is not the person stated in the Contract, you can be charged the full amount of damages / claims. The fee is charged for the full period of rent.

GPS device - It is possible to rent a GPS device for safe navigation using the highway or local roads. In addition, the device warns on speed limitation, shows petrol stations, local sites, restaurants and hotels, and other interesting locations. The fee is charged for a maximum of 10 days.

WIFI device - It is possible to rent a WIFI device with flat rate and a possibility of few devices connecting at the same time. The fee is charged for the full period of rent.

Child seat - It is possible to rent a child seat. The fee is charged for a maximum of 10 days.

 

Costs which can appear on your contract depend on you and they can be the following:

Service of refueling: The rule is that you receive the vehicle with a full tank of fuel and you should return it in that condition. If for some reason you have not done this, we will charge you a fee as well as the difference between the fuel received and returned.

Being late with returning the vehicle is charged according to the following rules:

• 0-60 min = no charge
• more than 60 min = additional day charge

.
Violations and parking tickets:
The client bears all of the costs of traffic violations and tickets. If the client does not settle the costs of traffic violations and tickets during the time of the rent, Autowill will settle the costs and subsequently bill the renter with additional administrative costs.

When you state the number of flight in the reservation it enables us to have insight in your arrival and therefore we will be able to check possible delays of the flight. Without this information we can assume that you will not arrive and we can rent the vehicle to another person.

The minimum age limit is 18, and maximum is 80. If you are 18-20 or 70-80 years old, you can rent by paying an additional fee.

The deposit serves as a guarantee of rent payment and possible additional costs that may arise in the lease, possible delays, lack of fuel, damage to the vehicle not covered by protection packages, traffic violations, fines, etc. If you do not use a credit card for the deposit, purchase protection package L and you will only pay the fuel deposit as a deposit. If you use a credit card for a deposit, and the same is used for the authorization of funds (deposit) for each rental, depending on the length of the lease, the type of protection packages purchased, and the category of the rented vehicle.

Excess is the amount you are liable for in case the vehicle is returned with damages which were non existent during pick up. The amount depends on the vehicle category and safety packages.

It is not possible to reserve a specific model, only vehicle group.

In case you have not received confirmation of your reservation, please contact us on: +385 (0)99 484 00 10 or at: [email protected]

Once you have made a reservation, you will receive a confirmation with the reservation number by e-mail. If you want to change the reservation, contact us at the phone number +385 (0)99 484 00 10 or e-mail address [email protected]

You can cancel the reservation via the cancellation link that you will receive in the confirmation email or via the user account if you have made it.

CANCELLATION POLICY

If the reservation is canceled within 24 hours before the scheduled pick-up date, the full amount of the reservation will be refunded.

If the reservation is canceled less than 24 hours before the scheduled pick-up date, the reservation amount will NOT be refunded.

Contact the Autowill rent a car reservation center at the phone number +385 (0)99 484 00 10 or e-mail [email protected]

If your flight is late and you have offered us information regarding it, we will be able to monitor this. But in any case, we advise you to contact the branch office in order to inform us about this situation. If the flight was cancelled, contact us as soon as possible so we can cancel your reservation.

It is possible to pick up a vehicle after office working hours for an additional fee. For all additional information, contact us on our telephone number +385 (0)99 484 00 10 or e-mail [email protected]

You can find everything regarding the procedure in case of a traffic accident on www.mup.hr/58.aspx, but in short the procedure is as follows, a participant in a traffic accident in which there are fatal or serious injuries or greater material damage was done is obligated to:

• stay at the scene of the traffic accident, offer help to people hurt in the accident, call the Police or Ambulance if needed (emergency telephone number 112)
• take all possible measures to remove new dangers which could arise at the scene of the traffic accident, enable normal flow of traffic, try to not change the state of the scene of the accident and preserve the current tracks
• inform the nearest police station regarding the traffic accident and return to the scene and to wait for the arrival of authorized people for the investigation.
• immediately inform Autowill rent-a-car on number +385 (0)99 484 00 10 or the closest branch office for further instructions

A POLICE REPORT IS MANDATORY!

The vehicle can be transported on a ferryboat after additional payment of a fee since the coverage packages do not cover ferryboat transportation.

Contact the nearest Autowill rent a car office in order to add the additional service to the rental agreement. Only the persons specified in the rental agreement may operate the vehicle. If a driver, who is not specified in the rental agreement, participates in an accident, rental coverage policies do not apply.

• For vehicles with manual transmission – press the clutch pedal all the way and turn the key while pressing down on the accelerator.
• For vehicles with automatic transmissions – check if the gear lever is in the “P” or the “N” position, and be sure to press the brake pedal and turn the key all the way.
• For vehicles with a robotized gearbox - make sure the gear lever is in the “N” position, and be sure to press the brake pedal and turn the key all the way.
• Regardless of the type of transmission, check if the vehicle key is recognized, and check the fuel level.

If none of the above options help in starting the vehicle, please call the nearest Autowill rent-a-car office for any additional instructions.

The vehicle will not start:

• Check the above - in section 1.
• Contact the nearest Autowill rent-a-car office.

Red light appeared on the dashboard:

• Stop the vehicle immediately.
• Contact the nearest Autowill rent-a-car office.

Yellow light appeared on the dashboard:

• Check the instructions on errors (the coolant, the tire pressure, water in the windshield) and follow the instructions.

If you fail to resolve the problem, contact the nearest Autowill rent-a-car office.

Do not start the vehicle, properly secure it and call the nearest Autowill rent-a-car office to organize a replacement vehicle.
The lowest fee for the fuel exchange in a vehicle is HRK 3.720,00 (approximately 500 EUR).
You are obliged to settle in full any damage to the rental vehicle caused by improper use.

At the pickup and on drop off the tank should be full. If you return your rental vehicle with less than a full tank of fuel, you will be charged the price per litre + fee for refuelling services.

Visit the nearest police station, report the loss and obtain a certificate of loss. Upon return, provide the certificate of loss certified by the police.

Visit the nearest police station, report the loss and obtain a certificate of loss.
Upon return, provide the certificate of loss certified by the police.

Contact the nearest Autowill rent-a-car branch office.
We will deliver a replacement key within the 24 hours of receiving the call.
The cost of the new key is charged to the vehicle user.

If you have a compact spare tire in the vehicle, replace it or contact the nearest Autowill rent-a-car branch office to arrange a replacement vehicle or a tire repair.

Upon return of the vehicle, be sure to inform the branch office of the event.

You had a collision accident with another moving or parked vehicle.

• Secure the site of the accident.
• Contact the nearest Autowill rent-a-car office
• Call the police (Phone number 112).
• Obtain confirmation of the breathalyser test issued by the police.
• Fill in the European Accident Report form (to be found within the rental vehicle in the folder containing vehicle documentation).
• Complete the driver statement on traffic accidents (to be completed in the office upon the return of the vehicle or the replacement of the vehicle if you get a replacement vehicle).

Note:

• We will provide a replacement vehicle if the vehicle is not in a roadworthy condition or in case of a major damage, and arrange the towing to the nearest vehicle service.
• If, at the time of the accident, you operated the vehicle under the influence of alcohol, all costs for the damage to the tangible/ intangible property shall be charged to the client.
• In case of an accident in the countries that are not listed on the International Motor Insurance Certificate and in the rental agreement, all costs for the damage to the tangible/ intangible property shall be charged to the vehicle user.
• If the vehicle was operated by a person not indicated in the rental agreement as the renter or the additional driver, the damage shall be charged to the client.

The rental vehicle is damaged by an unknown person while in a parking lot?
In the event of damage, theft, break-in, contact the police (Phone number 112) and the nearest Autowill rent-a-car branch office.

Note:
Before you call the nearest Autowill rent-a-car office, please prepare:

• Vehicle register number.
• Km displayed on the odometer.
• Your location (place and address).

If after the term of rent there is need for additional charging you will be contacted by telephone or email.

Possible reasons for additional payment are:

•  Parking ticket during the rental period.
•  Traffic fines during the rental period.
•  Damages discovered upon drop off of vehicle, if you were not present at the time.
•  Lack of fuel in the vehicle tank discovered after drop off, if you were not present at the time.

Note:

•  If you do not pay the fine for any traffic violation during rental period, you will be charged fine + administrative cost.
•  Original documentation from authorities will be forwarded to you via email.
•  If you do not consider the provided data to be correct, you can contact us via email at: [email protected]

A vehicle can be picked up and dropped off in different offices with an additional charge depending on the location of offices.

It is possible to pay with any credit card accepted by Autowill rent a car. Autowill rent a car accepts the following: Visa, MasterCard and Diners. Payment can be also be in cash, by invoice and debit card.

Basic rules you need to follow on Croatian roads:

Drive on the right side of the street.

Speed limits (unless limited differently by a traffic sign):

• on the highway is 130km/h (81mph),
• on a 2 lane street 100km/h (62mph),
• within populated areas 50km/h (31mph)
• outside populated areas 80km/h (50mph).

Required daytime use of headlights during winter time (01.11-31.03). Daytime headlights are not necessary during the daylight saving period (01.04.-31.10.).

In Croatia like in most European countries using a mobile phone while driving is forbidden.

Using the Croatian highway is charged at toll gates depending on the point of entrance and exit. Prices are available at: http://hac.hr/

For questions on the current situation on the roads in Croatia contact Hrvatski autoklub (HAK) on 072 777 777, www.hak.hr.

In case of a traffic accident contact immediately the police on number 192 and our central department on +385 (0)99 484 00 10, where you will be given information what to do.

Important telephone numbers:

European emergency phone number (police, emergency medical services, fire department) - 112
Police - 192
Emergency medical services - 194
Fire department - 193
 

These Terms and Conditions apply to the use of the Autowill rent a car website  - GENERAL TERMS AND CONDITIONS