1. General Terms
1.1 Definitions
• “Approved Driver” means you and any person(s) named in the Rental Agreement as an Approved Driver.
• “charge” and/or “fee” means those set out in the Rental Agreement.
• “Damage” is any damage occurring to or loss of the Vehicle (including glass, lights and mirrors), and any damage occurring to third party property caused by the Vehicle.
• “Rental Agreement” is the agreement signed by you when taking the Vehicle from us and to which these Terms and Conditions apply.
• “Rental Period” means the period shown on the Rental Agreement.
• “NOVA rent a car” or “We” is NOVA GRATIA d.o.o. (company number 66126775778) whose registered office is Cesta Plano 2/a, 21220 Trogir, Croatia
• “Third Party Claim” means any claim made by third parties for death or personal injury or damage to their vehicle or property.
• “You” or “Renter” the person who has signed the Rental Agreement.
• “Vehicle” or “Car” is the car, van or truck that you have agreed to rent from NOVA for the agreed duration as set out in the Rental Agreement or any replacement we provide. This includes its keys and all parts and accessories present within the Vehicle from the commencement of the Rental Period.
• “Subject Matter of Agreement” pursuant to the Agreement, NOVA rent a car shall provide the Vehicle, in the condition fit for the use, to the Renter to be used by him and the Renter shall pay rent, other fees and expenditures, under the terms of the Rental Agreement, Terms and Conditions and pricelists of NOVA rent a car. The type and brand of the Vehicle to be rented shall be specified in the Rental Agreement.
1.2 Renting a car with NOVA Rent a Car
1.2.1 Booking Information
When making a reservation for car rental services we ask for your name, postal address, telephone number and email address. This allows us to facilitate the processing of your booking, to contact you should there be any problems with your reservation or to send you confirmation of the bookings you have made.
Terms & Conditions together with the Rental Agreement form the agreement between you and us for your rental of the Vehicle. By signing a Rental Agreement or by clicking on the Book Now button on our website you are agreeing to the Rental Agreement and these Terms and Conditions
Our acceptance of your order will take place when we email you either booking confirmation to accept it or the Rental Agreement, at which point a contract will come into existence between you and us.
You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
We may end the Rental Agreement immediately if we have reasonable grounds to believe that you might be insolvent and we reasonably believe that you will not be able to pay your invoice or debts when they become due, or enter into an individual Voluntary arrangement.
1.2.2 Commitment to data security by NOVA Rent a Car
The security of your personal information is important to us. When you enter sensitive information during any registration or booking process, we encrypt that information using secure socket layer technology (SSL). We follow generally accepted industry standards to protect the personally identifiable information and personal data submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.
1.3 Privacy Policy and Data Protection
We shall collect your personal information and will electronically input the identity documents onto our system. We will hold and use your personal information and that of any other Authorized Driver in order to perform the Rental Agreement with you.Renter, by filling out the booking form with its Data, or on collection when picking up a car consents to their usage for answering requests for information, quotation, or any other nature specified in the  headline. Personal Data collected: name and surname; date of birth; email; User ID; address and postal code; country;  telephone number. If provided also VAT Number; company name; gender; business sector; website; different typologies of Data. NOVA GRATIA d.o.o. produces and uses personal data of the General Conditions for the creation of a database of its users, for the purpose of concluding a rental contract; to secure the billing service; to protect property of NOVA GRATIA d.o.o. data received via a video surveillance system to protect the company's assets, and protect and secure the client and employee; for eventual contact with the respondents before and during use of the service, and to make contact with the respondents after using the service to analyze customer satisfaction in order to improve the use of their services, their functionality, for marketing purposes and for other purposes in order to ensure the transparent and functional operation of the NOVA GRATIA d.o.o.
The information collected shall be used as follows.
1.3.1 Sharing of Data
From time to time we may make your personal information available for our business administration purposes. We may also use such information to search the files of credit reference agencies who will record this search. This information will be used only to help make credit reference decisions, verify identity, or, occasionally, for fraud prevention or tracing debtors as well as dealing with any issues before, during and after the Rental Period. If any identity or credit-check fail based on the information you have provided, we may not be able to insure you for the Vehicle and therefore may refuse the rental of the Vehicle.
Our suppliers, partners and Us (Nova Rent a Car) in common with other self-drive hire businesses, collects, processes and shares data relating to our customers and any claim or claims made by or against them arising from the provision of vehicle rental services with other vehicle rental businesses, businesses within the insurance industry, the claims and accident management industry and suppliers of counter-fraud data mining and analytical services. In processing and sharing this data our aim is to help us to validate the information provided and for the detection, management and prevention of fraudulent claims. The data that we share will be held and utilized for the on-going prevention detection and management of fraud within the insurance industry, claims industry and self-drive rent a car industry.
You acknowledge:
• We may transfer your personal details to our business partners, such as repairers and breakdown assistance and any other organization with whom we have a business relationship to enable us to carry out our obligations under the Rental Agreement.
• We may transfer your personal details, including details of any criminal offences or alleged criminal offences to:
• Credit reference agencies
• Debt Collectors
• We may transfer your personal details to the police, including details of any criminal offences or alleged criminal offences, and anyone injured by you whilst you were in a Vehicle rented from us

Personal Data Protection Contact: Address: Cesta Plano 2/a 21220 Trogir e-mail gdpr@novarentacar.hr

Data shall be processed and retained for the time necessary to fulfill the purposes Data have been collected.Therefore:

• Personal Data collected for purposes connected to the performance of a contract between the Controller and the User will be held until the contract has been completely performed.

• Personal Data collected for purposes related to the legitimate interest of the Controller, may be held until the fulfillment of this interest. The User may obtain further information in regard to the legitimate interest of the NOVA in the relevant sections of this document or by contacting the NOVA. When the processing is based on the User's consent, the Controller may hold the Personal Data for a longer period, until such consent is revoked by the User. Furthermore, the Controller may be obliged to retain the Personal Data for a longer period whenever required to perform a legal obligation or upon order of an authority. At the end of the retention period, the Personal data will be deleted. Therefore, after this deadline, the right to access, deletion, editing and the right to Data portability may no longer be exercised. 

1.3.2 Reservation History
We will maintain historical information about your past and future reservations you enter into with NOVA RENT A Car
1.3.3 IP address
We collect your IP address when you visit our site. This only identifies your ISP (Internet Service Provider) and does not contain any information about you as an individual. We use this information to help us understand more about where our site traffic originates.
1.3.4 Cookies
Our website uses “cookie” technology. “Cookies” are encrypted strings of text that a website stores on a user’s computer. Cookies enable us to customize our website and offerings to your needs and provide you with a better online experience. In addition, cookies are used to measure usage of various pages on our website to help us make our information more pertinent to your needs and easy for you to access. The types of cookies that we use are referred to as “session” cookies and “persistent” cookies. Session cookies are temporary and are automatically deleted once you leave our website. Persistent cookies remain on your computer hard drive until you delete them. We do not use cookies to gather information concerning your visits to other sites, nor ascertain any personally identifiable information about you apart from what you voluntarily provide us in your dealings with our website. Cookies do not corrupt or damage your computer, programs, or computer files.
1.3.2 Marketing
Where you have agreed to us doing so we may use your personal information for marketing purposes. You have the right to remove your consent to this at any time.
Any use for advertising purposes shall only be for the purposes of our own advertising (including advertising by way of recommendations). We will not pass your data on to any third parties for marketing purposes.
1.3.3 Telematics
The Vehicle may be fitted with telemetry systems or other similar devices that may track the Vehicle location and will be used as a tool for measuring how the Vehicle is being operated. This is to maintain and protect the vehicle. We may contact you in the event that the device indicates that you may be breaking these Terms & Conditions and may ask you to modify your driving behavior or that of any Approved Driver, and we reserve our right to terminate the Rental Agreement in the event that you continue not to comply with these Terms and Conditions. The information may be used both during and post Rental Period.
1.4 Liability and Limitation of Liability
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for
(a) death or personal injury resulting from negligence; or
(b) fraud or fraudulent misrepresentation; or another act.
If you are a business, we are not liable to you or your business (whether in contract or tort, including without limitation negligence) or otherwise responsible for any loss of profit, business contracts, revenues, anticipated savings nor for any indirect or consequential damage of any kind.
If you are a consumer, you agree that you will not use the Vehicle for any commercial or business purpose and accordingly that if you use the Vehicle for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
1.5 Termination of Agreement
NOVA RENT A CAR shall be entitled to terminate the Rental Agreement and immediately repossess the Vehicle if the User fails to act in compliance with any provision of these Terms and Conditions or the Rental Agreement, or if the Vehicle is damaged. Such termination of the rental shall not compromise any other rights Nova rent a car may have under these Terms and Conditions and the Rental Agreement.
1.6 Governing Law
NOVA RENT A CAR aims to resolve any disputes amicably. These Terms and Conditions are governed by the laws of the Republic of Croatia and any unresolved disputes arisen from or in connection with these Terms and Conditions, and this Rental Agreement shall be subject to the exclusive jurisdiction of Croatian courts relevant to NOVA registered office.
1.6.1 Croatian law shall apply to anything not defined by these Terms and Conditions or the Rental Agreement.
1.7 Miscellaneous
The provisions of these Terms and Conditions are subject to amendments by NOVA rent a car and such amended Terms and Conditions shall be published on our website, as of which time they shall take effect unless otherwise specified.
1.7.1 At the time of collecting the Vehicle, NOVA shall provide the User with one counterpart of the Rental Agreement, which shall be kept inside the Vehicle for the entire term of the rental and shall be presented to the police or any other authorized person at their request.
2. Reservations
Reservations and bookings are only for a specific vehicle group, not for a specific vehicle model. In the unlikely event that we are unable to provide you with a Vehicle, your sole remedy will be the refund of any funds you have prepaid to us. The car on your voucher is the most common vehicle for the class you rented. At the time of pick-up, you will be provided with car on your voucher if available. If, at time of pickup, it becomes impossible to provide your booked car as shown on your rental voucher due to breakdown or an accident, we will provide a similar or upgraded car. In the rare even you have to downgrade, you will be compensated for your improvidence.
Rental Voucher Your contract for rental is made on pick up. The voucher supplied is your proof of reservation. If the booking is cancelled, the voucher is void. You must produce your voucher upon arrival at the rental counter.
2.1 General Preconditions
The following conditions must be fulfilled prior to NOVA RENT A CAR releasing a Vehicle to you. If you cannot satisfy these requirements when collecting the Vehicle, we reserve the right not to release the Vehicle to you. In these circumstances, you will still be required to pay for the Vehicle unless you cancel the booking in the manner set out below. We reserve the right to ask for additional proof of identification where we reasonable consider that documents you provide already produced are not satisfactory, and retain the right to refuse the rental of our vehicles if we are not satisfied
2.1.1 Identification Requirements
You must bring original proof of the required documents. The renter must produce a valid driver’s license and credit card at the rental counter. Passport, utility bill or bank statement may be required to prove your identity.
International renters must present a valid license from their country of residence. Driver’s licenses fully printed in non-Roman alphabet (Arabic, Chinese, Cyrillic, etc.) must be accompanied by an international driver’s license, rental confirmation and ID/passport. Photocopies or other copies will not be accepted.
2.2 Who Can Drive
• Only you and other Approved Drivers may drive the Vehicle.
• You and all Approved Drivers must comply with the conditions. Minimum age of driver is 22 years and max 75 years. For bigger car groups and luxury car brands minimum is 24 years. You can register additional driver for fee specified in extras on our web page.
• Driver’s License Requirements You must produce a valid driver’s license for the car rental. Driver has to be older than 22 and hold valid driver license for at least 2 years with no major endorsements. FEE is 10.00 EUR per day. Young Drivers Age: 18 to 21 Years, Senior Drivers Age: 76 to 99 Years. Customers who fall outside the age limitations will not be able to rent a car unless there is a Young or Senior Driver Fee specified in this section. Fee will be payable on arrival at the rental desk.

2.3 Authorized driver - Only persons over the age of 22, who are in the possesion of a valid driving licence for, at least, 2 years (2 x 365 days), are allowed to drive the rented car. The Croatian Traffic Law permits no exception. Under no circumstances shall the rented car be used, operated or driven:

a) By a person who is not mentioned as the User in the rental agreement
b) For the carriage of passengers or property for reward
c) By persons who enter the rental agreement under false indication as to the age, address etc.
d) For racing, reliability trials, speed testing or driving instruction.
e) To propel or tow any other car or object 
f) By any person while being under the influence of alcohol, barbiturates, narcotics, hallucinatory or other drugs
g) While the car is in an unroadworthy condition or overloaded,or the number of persons officially permitted in the car registration documents and additional luggage is not respected
h) Off highway or road serviced by Federal State or local authorities
i) With speed higher then limits defined by law of the country where the car has been driven, or other traffic regulations due to traffic conditions.
j) In violation of the provision of any legislation, order or regulation affecting the use, loading or condition of the car or for any illegal purpose.
The foregoing restrictions are cumulative and each of them shall apply to every use, operation or driving of the rented car. Rent a car NOVA cannot be held liable for any loss or damage whatsoever caused by User's failure to comply with the above restrictions.
Pick up and return of the rented car Rent a car NOVA has exclusive right to the usage of vehicle and its rent, and the vehicle is delivered to User in good mechanical condition. User will return the car together with all tires, tools and equipment, stated  in rental agreement and check out-check in form, in the same condition as when received, ordinary wear and tear excepted, to the place and on the date specified on page 1 of rental agreement. Cars are rented at a daily rate according to the agreed charge, one day being defined as any period of 24 hours from the time of commencement of the rental agreement
2.4 Cross Border Rentals
Cross Bordering into Kosovo, Albania, Greece, Romania, Bulgaria, Macedonia & Turkey is NOT allowed unless we have given you written permission to do so. Please note that for some of countries in region may be restrictions regarding insurance policy. For details please contact your booking agent on pick up or call us in advance. Cross Border Policy: Cross Border Rentals are allowed to the following countries: ALL EU COUNTRIES, Bosnia and Herzegovina( including Neum) and Montenegro. For this countries fee apply, can be selected during booking process. Please note that this terms and conditions applies only for booking directly through NOVA, not brokers or other partners. If borders are crossed without permission or paying the cross border fee, there will be a penalty of EUR 825 paid locally.
Cross Border Rentals are not allowed to the following countries: Kosovo, North Macedonia, Albania, Greece, Bulgaria, Romania and Turkey without consulting local agent.
It is your responsibility to observe the laws of the respective country in the Vehicle is being driven including any specific equipment requirements.
2.4.1 Island/Ferry Fee
This extra allows you during duration of your hire to take ferry and drive on islands. It is mandatory one-time fee and valid for all ferries you take or islands in Croatia you visit. Ferry tickets are separate from this fee and must be purchased with ferry company – Jadrolinija or another provider. This is onetime fee, regardless on number ferries you take or islands you visit.
2.4.2 Out of Hours Fee
Out of hours service is allowed. An additional charge of 40.00€ may be applied to any vehicles collected after office hours. This is the price for Pick-Up. The same price is also for Drop-Off if customer wants us to be there after/before opening/closing hours. After hour fee is the same for all locations and added during process when you select dates and time. One time fee also applies for all pick up and returns for national holidays ( Christmas, New Year's Day, Easter)  Please note that when booking via partner's other terms and conditions may apply.
3. Rental Car Pick-Up
3.1 What You Need to Bring
At the vehicle pick up we will ask you to present a valid method of payment (credit card is mandatory for security deposit), valid driving license and passport/ID/proof of address.
3.1.1 Payment Methods
Cash and Major credit cards including: Master card, Visa, Dinners Club, Discover/Novus and JCB.
If you will fail to comply with the requirements, you will not be able to rent the Vehicle with us and you will be treated as having cancelled the booking and liable for a cancellation charge.
3.2 Changes at Time of Pickup
Any changes to your reservation at time of pick-up or anytime during the Rental Period will be by agreement only and may be a subject to a change of the rental rate and may involve an additional charge depending on the type of the booking.
3.3 Deposits & Approvals
We may require a security deposit/approval on your payment card. The amount of the deposit may vary depending on the type of the booking, vehicle category or the method of payment.
Pre-Authorization /Deposits
Preauthorization is mandatory when renting a car regardless on type of protection you have. The minimum local deposit on a Card is 400.00 EUR plus the estimated rental cost including all additional charges. The deposit amount is immediately blocked from the cardholder's bank account until the Rental Agreement is terminated and all rental charges and payments for Damage are cleared. The authorized amount is not charge but held on the cardholder's bank account until the car is returned. When the Vehicle is returned, the invoiced amount will be charged to the credit card provided, unless you present another form of payment.
When you rent a car standard procedure is that Car Rental Company makes authorization on your credit card which is stated for total cost for rent plus deposit.
It is not actual charge but it will limit the funds available on your credit card.
Final charge is not submitted to your car issuer until the day you return a car at which time the process of releasing authorization will begin.
Some card issuers may take up from 15 up to 30 days or more to release authorization from your account. Release policy vary by card issuer. Please note that length of time this may take is not determined by NOVA Rent a Car in Croatia.
If you have settled your balance with different form of payment (cash, debit card, bank transfer etc.), the release of authorizations (holds) placed on your card will remain until the standard release process is completed by your card issuer.
If this period takes longer than stated, please contact your bank and card issuer and us to check status.
3.3.1 Flight Information
For airport pick-up, it is essential that we receive the correct arrival time and eventual flight number. You can do this either online or by phone. If this information is not available at the time of booking, please ensure that you inform us at least 7 days prior to your departure, via email or phone. NOVA Rent a Car accepts no responsibility for a failed rental due to late or improper supply of this information. Failure to supply this information also alleviates the responsibility of NOVA Rent a Car.
3.3.2 No-shows & late or early arrivals
Your vehicle will be held for 3 hours from the specified reserved time. After this time, we cannot guarantee a vehicle will be available upon arrival. For all airport bookings, however, where a correct flight number has been supplied the vehicle will be held until the flight has landed and cleared. Where a flight delay results in a customer arriving after the station closing time a member of staff will wait for the flight to land and clear, additional charges may apply. If the delay is after the station closing time an out of hours’ fee will apply. Where no flight number has been supplied, we will hold the vehicle for a period of up to 2 hours or until station closing time, whichever is the earlier. Staff will not wait beyond closing time where no flight number is supplied or you have failed to inform us about your late arrival.
When booking your vehicle please ensure the dates entered are correct, if your circumstances change and you require the vehicle on different dates/times please amend your reservation.
Customers who arrive 1 day or more early at our rental stations with a reservation that does not match the current date will not be able to use the reservation reserved online. The branch may be able to offer an alternate reservation but please note the rates will not match the online reservation.
3.4 Charges at Pick Up
Your Rental Agreement will show any fees and charges applicable.
3.4.1 Rental Charge
The basic rental charge includes the daily rental charge for the vehicle for number of calendar days of the rental, third party liability insurance, collision damage waiver with excess, breakdown coverage, limited/unlimited mileage (depending on the rate).
3.4.2 Kilometer Charge
A kilometer charge will be incurred if you exceed any mileage limitation set out in the Rental Agreement. Kilometers are generally unlimited, please note that this is subject to our fair usage policy. For rentals generally it is allowed  300 km per day. Eventual extra will be charged per price list (0,20 EUR/ 1 km). Standard monthly mileage is up to 3000 km.
3.4.3 Fuel
NOVA Rent a car operates a full-to-full fuel policy, meaning that the Vehicle received should have a full tank of the correct fuel and be returned full in order to prevent refueling charges. On rare occasions, where providing a vehicle with a full tank of fuel has not been possible, we expect the Vehicle to be returned with the same level of fuel as hired. If returned with less fuel than received, you will be charged refueling penalties plus cost for missing fuel for failure to comply. Fuel charges are payable at the rental desk.
If you select the option of prepaid fuel, you will pay for a full tank upfront and return the vehicle with whatever fuel is left in it. NOVA Rent a Car will not reimburse you for any unused fuel in this case.
3.4.4 Winterization
For continental locations and areas with winter conditions and high chance of snow and ice in Croatia between 15/11 -15/04 winter/snow tires are mandatory and will be charged according to price list (4.00 EUR per day).. Please note that you do not have to be worried if you accidentally did not select them during your booking process, they will be added on pick up.
3.4.5 Currency Conversion
Croatian official currency is EUR so payment is made at local currency. Your rental charges will be in local currency and your invoice will show your rental charges including VAT. These charges will be sent to your credit card company which will convert them into your home currency and post them to your credit card statement indicating the rate of exchange used. Many credit card companies charge a fee for this service.
3.5 Insurance
3.5.1 Third Party Liability (TPL)
Our legal responsibility is to have Third Party Protection. This provides cover for claims made against you and other Approved Drivers in the event of the death or injury to the other party in an accident (40,000,000 HRK). It also provides cover for damage to their property (up to 9,000,000 HRK). You will be responsible for any costs in excess of this in relation to third party damage.
3.5.2 Collision Damage Waivers (CDW)
We will provide cover for loss or damage to the Vehicle. However, there are damage excess amounts for which you are personally responsible. Depending on type of vehicle rented, it is possible to pay an additional amount to lower the value of the damage excess. The amount of your excess which you are liable for is stated on your Rental Agreement.
We will not charge you the full cost for damage, loss or theft of the vehicle (unless you breach the Terms and Conditions in section 4.4.1). Where there has been a breach of these Terms and Conditions the Collision Damage Waiver shall no longer apply, in which case you shall be responsible for all losses, damage and any theft arising. You are only responsible for the damage to the vehicle, up to the amount of your excess plus our standard administration fee. You have to pay the amount up to and including the damage excess each time you damage the vehicle, plus our standard administration fee.

5.2.1 Collision Damage Reduction (CDR)

Collision Damage Reduction (CDR) covers our vehicle in case of damage with reduction a non-waiveable excess amount (depending on the vehicle class). CDR is a protection to provide additional cover on top of the basic cover included in your quote.This takes care of most of excess costs, however you will be liable for a certain amount, depending on car size. You can check the exact amount applicable during booking process.

3.5.3 Residents of the USA
If you are a resident of the USA or Canada and have made a reservation that wish to exclude the collision damage waiver (CDW), then only the third-party liability will be provided by us. You can purchase our collision damage waiver or other protection products, if you will not do so, your credit card will be preauthorized and responsible to pay us the full cost of any loss or damage to the Vehicle, including all relevant charges and an administration fee for each incident. In this events we charge amount from you and then you claim it back from your insurance company/credit card. 
3.5.4 Customer Own Insurance or Insurance selected via third party companies
It is your responsibility to ensure that the insurance complies with the requirements of the Rental Agreement. You will be responsible for all losses, damages and claims that we incur or suffer in the event that any insurance policy fails to be effective or satisfactory or for any payment that we make to a third party where the third party brings a claim against us relating to your use of the Vehicle. We must agree to the value of coverage that you propose the type of policy and the insurer that you have chosen. We must be satisfied with the coverage and policy conditions, and they may not be altered during the Rental Period. We may ask your proposed insurer to record our name as the registered owners of the Vehicle. You will be responsible for settling all losses and claims including Third Party Claims if the Vehicle is lost, damaged or stolen.
If we have agreed that you may return the Vehicle outside of business hours for your convenience, or to an alternative location to the original NOVA RENT A CAR location, your own insurance protection must be valid until the Vehicle is inspected by a NOVA RENT A CAR employee. We will inspect the vehicle within eight working hours
after the end of the Rental Agreement. Until this inspection has been completed any loss, damage or theft remains your responsibility.
3.5.5 Damage to or theft of the Vehicle
The Vehicle itself may be damaged as a result of a collision or an attempted theft and need to be repaired or it may be so badly damaged that it is irreparable and we write it off; or it may be stolen and not recovered.
You should be aware that if you are the driver of the Vehicle at the time of a collision and you are responsible for the collision taking place then whilst any injured Passengers will be covered by our Third Party Liability insurance your own injuries (together with the possible associated consequences of it) or death will not. You can, however, be protected from such circumstances if you purchase any of our optional Protection Packages inclusive of our Personal Accident Insurance (i.e. PAI) separately. Details of how this Personal Accident Insurance can benefit both you and your Passengers are below in this document.
Definitions
Your rental and/or reservation is subject to the applicable Reservation Term and Conditions and/or Rental Terms and Conditions to which this document is an Annex (being a part of) and to the conditions provided in the Rental Agreement. For the purposes of this document, we have given the following words or expressions a particular meaning:
Abnormal Use: means that your use of the Vehicle whilst you are in charge of it doesn’t comply with the Road Traffic laws that prevail and/or does not meet with the requirements of the Rental Terms and Conditions and/or does not meet with the standards of driving that would be expected of a reasonable and prudent driver.
Accident Report: means a full and complete signed statement (including any other document(s)) which records all of the facts of an accident or incident as they occurred (for example, how the event occurred, the nature of the damage to the Vehicle, the location where the incident took place, the dates and circumstances and any potential witness details), the relevant insurance form should be used if available on the Vehicle.
Bodily Injury (or bodily injury): means any physical injury suffered by a person that is caused as the direct result of an accident; it is not something that is intentionally self-inflicted and it does not result from sickness or disease
Book value: means the value that a Vehicle is recorded to be worth to us on our books at the time of an incident
Excess: is a specified sum of money that, in case of effectiveness of our options of limitation of liability or Protection Packages and provided you have complied with the Rental Terms and Conditions and have not committed a major breach of any applicable laws, is the maximum amount we will charge you for the cost of any damage caused to the Vehicle during the rental period or its attempted theft; or the loss of a Vehicle if it is written off because it is irreparable or if it is stolen and we do not get it back. The Excess amount is a non-waivable amount that is governed by the conditions of the protection product you have purchased. The Excess amount applicable to your rental is shown on the rental agreement.
NOVA Rental Terms and Conditions: means the document you will be asked to agree to before you may rent any Vehicle from us or at time of placing reservation and which sets out the rights and obligations that will apply to both you and us from confirmation throughout the rental period. As the customer, you agree to the NOVA Rent a Car rental conditions at the time of pick-up and for the full duration of the rental
Loss of Use: describes the circumstances where a Vehicle is unavailable for us to rent to another customer because, as a result of it being damaged whilst it is on rent to you, we need to take it off the road to have it repaired.
Passenger: means any person other than the driver that is being transported or is travelling in or on the Vehicle on a gratuitous basis. A Passenger would be viewed as a Third Party under the mandatory Third Party Liability insurance regimes.
Options (Damage/Theft): in this document applies to the means by which your financial liability for any damage to or loss of a Vehicle is limited to the Excess amount. It should be noted that this Options are not insurance policies.
Protection Packages: in this document applies to cumulative packages that allow you to buy together the optional Medium and/ or Premium level of the Damage/Theft Options, and the insurance policy Personal Accident Insurance
Rental Agreement: is the document which summarizes the terms of the services included in your rent, including the main characteristics of the rented Vehicle, the conditions of the Vehicle at the moment of its rental, the length and places of the beginning and the end of the rental. The Rental Agreement shall be signed by you, also throughout electronic means, before the rental of any Vehicle with us.
Third Party: means any party to an incident – other than the driver of the Vehicle. For the avoidance of doubt a Passenger is deemed to be a Third Party.
Third Party Liability insurance: means insurance that provides the driver of a Vehicle with protection against liability for another party’s claims for damage to his/her property or for bodily injury or death arising out of an incident. Third Party Cover is a mandatory legal requirement and it is therefore an integral part of our rental service. The cost of it is included in the rental charge.
3.5.6 Damages
From our experience, our clients drive quite carefully but sometimes accidents do happen. So generally, car damages are the exception rather than the rule. It is important to understand how we will manage the damage if it occurs. NOVA rent a car has developed a clear damage handling policy to explain charges for any damage you or unknown person may make to the vehicle during your rental period.
Sometimes you may not be fully liable
Please note that depending on the type of protection you have selected during your booking process or on pick up, you may not have to pay for the damage, or you may only be partially liable.
1. Damages identified with you at vehicle return
If you identify car damages with the NOVA rent a car agent on return, you will need to fill Accident Report. We will provide you an invoice for the costs plus an administration fee for the damage handling and the rental car immobilization that will be charged to you.
Repair costs may vary depending on the type of damage:
Light damage, which does not affect the safe driving of the vehicle, such as scratches; light impacts on windshield, scratches on bumpers: Charges are made based on the NOVA rent a car damage matrix sheet available in our rental car locations.
More substantial damages impairing the use of the rental car and requiring its temporary immobilization, such as bodywork damages etc. will be charged up full excess amount plus an administration fee for specific car size.
Damages identified after you have returned rental car and departed (Example, return out of working hours without presence of Nova rent a car agent) If the Nova rent a car representative identifies damage when they inspect the vehicle after you have returned hired car and departed, we will send you the following documents:
- Statement describing identified damages
- Statement for you to fill and to describe accident
- Pictures of Damages
- An estimate of the costs that will vary depending of the type of damage plus an administration fee for the damage handling and the rental car immobilization.
Driver negligence Any damage to the vehicle done by driver's negligence (burned clutch, damage due the driving on unsealed roads, parking the car on high sidewalk curbs etc.) will be charged to the client for the FULL AMOUNT OF THE REPAIR COST.
Wrong fuel If client used the wrong fuel when filling the car, will be charged to the client for the FULL AMOUNT OF THE REPAIR COST.
3.6 Car Inspection on Pick-Up
It is your responsibility to inspect the Vehicle for any pre-existing damage before driving the Vehicle. If you find any, you must tell us before taking possession of the Vehicle. You will be responsible for any damage not notified to us before taking possession of the Vehicle.
3.7 Vehicle Delivery
Delivery/Collection is on request. Fee may apply for this services, contact your agent for more details. Where we deliver the Vehicle to you or collect the Vehicle from you, you are responsible for any published rates for delivering and collecting the vehicle.
When we deliver a Vehicle to you, you are responsible to inspect for any pre-existing damage and notify any damage to us prior driving.
4. During the Rental Period
4.1 Rental Period
The Rental Period starts on the date and time indicated on the Rental Agreement and ends on the indicated date and time. The Rental Agreement is terminated when a) the Vehicle is returned and its keys are handed over to a NOVA Rent a Car employee; or where authorized by us, placed in NOVA rent a car key box, handed over to a hotel reception desk and b) the vehicle has been inspected and checked by us.
4.1.1 Early Returns
If you return the Vehicle before the end of the Rental Period, then both the Rental Period and this Agreement will end on the date of the Vehicles return. If you decide to return the Vehicle early you will not be entitled to the return of any unused prepaid Rental Charges.
4.2 Rental Extension(s)
The Rental Period may be extended if requested by you. Extension(s) to your rental can be arranged at least 24hrs prior to your current contract end date. Contact your agent and arrange all details. Please note, that some car groups at busy times (such as high-summer) it may not always be possible to extend. If we agree to an extension we may require an additional deposit, together with the relevant method of payment for the extended Rental Period.
4.3 Our Responsibilities
• Maintain the Vehicle to its manufacturer's recommended standard.
• Ensure the Vehicle is roadworthy and suitable for driving at the commencement of the Rental Period.
4.4 Your Responsibilities
You are responsible for the Vehicle and for any Damage during the Rental Period. During the Rental Period, you will use the Vehicle in accordance with good driving practices and in compliance with all laws relating to the Vehicle.
Even when purchasing Medium or Premium Package you will still be reliable of You or any Approved Driver did not ensure that
• The vehicle is protected against bad weather which may cause damage
• The vehicle is not used for pushing or towing other vehicles (except those equipped with a hatch until a maximum of 1,000kg)
• No flammable or dangerous goods, as well as toxic, corrosive, radioactive, or other harmful substances which are illegal or may cause harm to the passengers are transported
• The vehicle is not used to transport any items that have a strong smell or are likely to affect or harm the vehicle in a way that might cause a loss of time or money because the vehicle needs to be repaired or prepared back to its original state after the rental
• The vehicle is not driven or used on roads that could harm the vehicle's wheels, tyres or undercarriage, leading to necessary repairs
• The right kind of fuel is used for the vehicle
• The vehicle is not driven through spaces which are too narrow for the vehicle
• The vehicle is not harmed by unsecured loadings or hitting high-level objects
• The vehicle is not rented, sold or disposed of or any of its parts.
• Only you or an Approved Driver drives the Vehicle
• Damage to the tyres, e.g. blow-outs, punctures, flat tyres, and tears in the rubber is avoided.
• The Vehicle is not used for racing, off roading, speed testing, driving instruction
• The Vehicle is not used for any illegal purpose, or in an unreasonable nor negligent manner.
• That you will not nor will you allow anyone else to smoke in the Vehicle.
• You will not sell, rent or dispose of the Vehicle or any of its parts or Accessories.
• You will not attempt to nor give anyone any legal rights over the Vehicle.
• You will not modify the Vehicle
• You do not overload the Vehicle
• You do not use the Vehicle whilst under the influence of alcohol, drugs, and medications or if you may reasonably be considered to be unfit to drive a vehicle
• You do not use the Vehicle for carrying fare-paying passengers unless we have expressly given you consent.
• You shall not drive the Vehicle out of Croatia unless authorized by us.
• Where the Vehicle is a commercial vehicle, you shall not use it for a purpose for which an operator's licence is needed but not possessed by the driver.
• You shall not carry more passengers than the Vehicle is legally allowed to carry
4.4.1 Eventual Faults
You must notify NOVA RENT A CAR agent as soon as possible of any fault in or damage to the Vehicle
4.5 Fines, Penalties & Tolls
You are responsible for all fines, penalties and tolls levied against the Vehicle during the Rental Period. Where NOVA Rent a Car pays any fines, penalties or tolls on your behalf, we will recharge you the cost of the same together with an administration fee to cover the additional processing cost. You are responsible for the cost of any garaging, tolls,  vignette, congestion charges, parking or traffic fines and other penalties incurred whilst the vehicle is contracted to you. Please note that any tolls or vignettes in Croatia or abroad are not included in standard price.
4.6 Breakdowns
For the duration of the Rental Period the Vehicle will have the benefit of our Breakdown Coverage for any mechanical faults that may occur for the duration of the rental period. In order to benefit from the breakdown coverage, you will need to call the number set out on the Rental Agreement.
If the vehicle breaks down during the Rental Period we will, as soon as possible, recover and repair the Vehicle. If the Vehicle cannot be repaired we may provide a replacement vehicle, subject to availability and circumstances.
If the breakdown is caused by your negligence, fault or by that of an Approved Driver or arises as a result of a breach of the Rental Agreement you will be responsible for the full cost of the repair and recovery plus an administration fee for handling the claim and any other associated costs.
If you have purchased our Roadside Protection option, in addition to the above you are covered for the following:
• Putting in the wrong fuel provided the Vehicle has not been driven afterwards
• If the Vehicle runs out of fuel
• Tyre damage
• Loss or locked-in keys
• Damage to the clutch
• Flat battery
• Towing and recovery charges
The Roadside Protection option does not include the cost of any replacement parts or labor for fitting these parts and any damage done to the vehicle not covered above or the admin fee for handling any claim. It is valid within Croatia only.
4.7 Accidents
In case of an accident or any incident relating to the Vehicle you must:
Please stay cool-headed.
Secure the vehicle and inform the police right away if anyone is injured, the road is blocked or if any property has been damaged. Call us on help phone numbers we gave you as well as police and hospital if necessary. Number is +385 112. They will inform you about further steps.
Make sure that you get all the details of any third parties, witnesses and police that attend at the scene. If your rental car isn’t drivable and arranged to be towed, make sure you get the name and phone number of the tow truck company and (if possible) the registration number of the tow truck. You’ll find and fill an accident report form in the glove compartment of your rented car that will walk you through the info required.
In the case of an accident with a Third Party, we must be contacted within 12 hours of the accident by calling the number set out on the Rental Agreement. In the event of confiscation or impounding of the vehicle by third parties, you must inform us immediately by email.
4.8 Theft
In the event of theft of the Vehicle the Rental Agreement will be terminated as soon as NOVA rent a car has received a copy of the theft declaration made by you to the police authorities.
NOVA Rent a Car has no responsibility for loss, theft, robbery, or damage of any objects transported or left in the Vehicle.
4.9 Maintenance & Repair
You must not let anyone work on the Vehicle without prior permission in writing from NOVA RENT A CAR. Where NOVA Rent a Car grants the permission, we will only provide you with a refund where you provide us with a valid VAT receipt for the work carried out. If no permission is granted NOVA rent a car will collect the Vehicle and carry out any necessary repairs.
Cars in NOVA Rent a Car fleet are ready to rent once they have successfully passed all the preparation checks. During your rental and according to the kilometers run, you will be required to perform customary inspections (oil level, tire pressure ...) in accordance with reasonable and prudent use.
If an instrument panel warning sign becomes illuminated or you become aware of any mechanical or other problems with the Vehicle you must not drive the Vehicle until the cause of the fault has been remedied and must call the number set out on the Rental Agreement
If the odometer stops functioning for any reason other than a mechanical failure you will be required to pay an unlimited mileage surcharge in accordance with our standard charges at the time.
5. Vehicle Return
At the end of the Rental Agreement you must return the Vehicle to the place stated on the Rental Agreement. You must return the Vehicle to us in the same condition as it was at the stat of the Rental Period (subject to fair wear and tear).
5.1 Returns Process
5.1.1 Vehicle Inspection on Return
We will inspect the Vehicle on its return for any new Damage or changes in condition from those described on the Rental Agreement at the time of the Vehicle pick up or which you notified to us in accordance with the provisions in paragraph 3.5.5. and 3.6. If you are unable or refuse to complete the inspection with us, we will inspect the Vehicle in your absence.
Some damages may not be apparent at the post-rental inspection, such as mechanical damages (the engine, fuel tank or clutch) or hidden damages by adverse light or weather conditions. If we find any such damage, we will notify you with evidence of the same.
5.1.2 Out of Hours Returns
If you return a Vehicle outside branch opening hours you will remain liable for any Damage caused to the Vehicle until a NOVA RENT A CAR employee takes possession of the Vehicle.
5.1.3 Failure to Return
If the Rental Period is ended and the Vehicle is not returned within 2 working hours charge for additional day applies.
If you fail to return car on time where necessary, we may apply to the Court for an order requiring you to return the Vehicle and/or pay the Vehicle’s market value. Alternatively, we reserve the right to charge you for each day (whether in part or full) from the date when you should have returned the Vehicle to us to the date when you do return the Vehicle. The rate we will charge will be the standard daily rental rate, applicable at that time for the relevant location.
Your obligations in relation to the Vehicle continue until you return it to us notwithstanding that the Rental Period may have come to an end.
5.1.4 One Way Relocation
You agree to return the Vehicle to the branch specified in the Rental Agreement. If the Vehicle is returned to an alternative location, then you will be liable for any reasonable costs to relocate the Vehicle to location specified in the Rental Agreement.
5.1.5 Early Return
If you return the Vehicle before the return date and time stated on your Rental Agreement, then the Rental Period will end when you return the Vehicle and the keys to a NOVA RENT A CAR employee. You will not be entitled to the return of any prepaid rental charges. If you have not prepaid any rental charges, the daily rate applicable for the Rental Agreement will be our standard rate based on the shorter Rental Period and additional charges which may be higher than your original quoted daily rate.
5.2 Vehicle Collection
If we are to collect the Vehicle and key from you it must be parked in a suitable place to allow collection without the imposition of any fines or penalties.
The end of your Rental Agreement is defined by handing over the keys to a NOVA rent a car employee on collection at your premises.
5.3 Lost Property
5.3.1 During the rental
We are not responsible for any property in the Vehicle during the Rental Period which is there at your own risk.
5.3.2 After the rental
You must not leave any property in the Vehicle when you return it to us. If you have left items in the Vehicle, we may agree to keep them for you to collect within a reasonable time and we may charge you a reasonable fee for storing the item(s). Any property left in the Vehicle which remains unclaimed 3 months after the end of the Rental Period will be disposed of.
6. Cancellation Policy

Cancellation for reservations via partner and broker pages
IMPORTANT For any cancellations made within 48 hours’ prior pick up date please contact us.
Cancellation policy for fully prepaid or part-paid bookings with brokers.
1 - If you cancel 48 hours prior to your pick up, you will be refunded in full.
2 - If you cancel less than 24 hours in advance, you'll receive a refund minus Eur 40 for fully prepaid bookings or if your online payment is less than EUR 40, no refund will be made for your car hire booking.
3 - If your booking is made less than 24 hours before pick up, the cancellation policy will automatically apply to your booking.
4 - All cancellations should be made on online through email or with our AGENT directly.
5 - Amending your booking or cancelling optional extras in some cases may not be possible less than 24 hours before pick up. However, we do always strive to provide best service possible
Please be aware that if you cancel your policy less than 24 hours before the start of your car hire agreement, no refund will be granted.

Cancellation for direct bookings via novarentacar webpages

Charges or reimbursement do not apply for pay on arrival vouchers, which are only vouchers valid when booking directly through novarentacar.hr, if they are not collected or client failed to collect a car on selected dates at selected location according to confirmation voucher they will not be charged.    If in rare events agency needs to cancel already confirmed reservation for future rental car they are obligated to inform client in written form (via email provided during booking process) before pick up time. Also agency has no responsibility for compesation to client for rentals canceled due the extraordinary circumstances which could not have avoided even if all reasonable measures have been taken, including but not limited to traffic, weather civil unrest, terrorist arrest, security or criminal alerts, strike action and unexpected safety shortcoming.

What is a no-show?

A 'no-show' occurs for the following reasons:
1 - You didn't inform us about your cancellation prior to your pick-up date.
2 - You failed to pick up the car at the arranged time and date.
3 - You failed to provide the documentation that's required to pick up the car.
4 - You failed to provide a credit card in the main driver's name with enough available funds on it.
In the event of any of the above, no refunds will be made to you.
NOVA Rent a Car reserves the right to refuse a car if you fail to arrive on time with all necessary documentation and a credit card with enough available funds for the car's security deposit. In such a case, unless the car hire has been cancelled at least 24 hours in advance, you will not be entitled to a refund in case of prepaid vouchers.
6.1 Revision Policy
We will only accept revisions to your reservation made 24h before the pick-up date. If you change your reservation on the pick-up date, you are subject to a EUR 10,00 administration fee.
6.2 Reservation Dates
NOVA Rent a Car will reserve your booking based on the information you have provided. The confirmation voucher will be sent within 24 hours. Please note that under certain circumstances, such as busy locations, it may take up to 30 hours. Orders made for the immediate future (3 days or less from now) will be given special priority.
Currency Conversions All payments by CREDIT CARD must be made in the local currency. The price you are quoted does not include currency conversion fees levied from your credit card provider.
7. Complains
7.1 Customer service
All complaints and or problems must be received in writing within 30 days of your drop-off date. NOVA Rent a Car cannot proces