FAQ

FREQUENTLY ASKED QUESTIONS

 

If You've Got Questions About Rent a Car in Croatia, We Have the Answers

We've got the answers to all your questions concerning renting a car including some you'd never think to ask. Choose a section below to read through a list of questions and answers. If you have a question of your own about renting a car in Croatia that we haven't answered here, feel free to contact us.

BOOKING PROCESS

WHY TAKE A RENT A CAR ON HOLIDAY IN CROATIA?

It gives you the freedom and flexibility to decide on where you travel and what to see and do. Car Rental is best option for independent travelers seeking a better holiday travel experience. You are in charge of how much time you wish to spend at a particular attraction. Rent a car allows you to discover so much more as a car will allow you to drive through the little villages along the Croatian coast and on the islands.

IS IT CHEAPER TO PRE-BOOK MY CAR RENTAL OR SHOULD I BOOK WHEN I ARRIVE?

By pre-booking with NOVA Rent a Car in Croatia, you receive the benefit of our purchasing power. Our online prices are considerably lower than walking in the office off the street in a foreign country to rent a car.

HOW DOES YOUR BOOKING FORM WORK?

Main steps when placing online booking:

Selection of the service
Enter your rental criteria in the online booking form including rental dates, pick up and return time and locations.

Nova rent a car availability
Based on the criteria you provide, NOVA RENT A CAR will provide you available cars matching your request. You will then be asked to select the offer that best fits you. 

Booking details
You will then be able to add extras or additional insurance protections by selecting preferred items. The cost of each selected items will be added to the final price of your car rental.

Confirmation
Once you have completed your booking, you will be required to fill in your customer details, and then asked to verify and accept your booking. For that purpose, you will be invited to read the Terms and Conditions, and if you agree to these terms, you will then be able to finalize your booking by clicking on the “Confirm Booking”.

Booking confirmation
NOVA Rent a Car will send you a booking confirmation including your reservation number. The confirmation email will include the main reservation details.

CAN I PLACE MORE THAN ONE BOOKING AT A TIME?

Unfortunately, you cannot book two rental cars in the same booking process. Since each car has its own booking reference number and rental agreement. As long as you book each car separately, you can book as many car rentals at a time as you want. For more information, please contact us.

CAN I RENT A CAR IF I’M UNDER 21 OR OVER 75 YEARS?

You must be aged 21 or over to rent a car and in any case have held a driving license for at least two year. However, the age requirements may vary according to car size and to the vehicle category considered. A Young Driver/Senior Driver Fee may be applicable in some instances. For online bookings this information will also be given to you automatically if you entered the site quoting your driver age. Young drivers are obligatory to select full insurance option, see insurance section.

WHAT IS INCLUDED IN THE QUOTE?

Unless otherwise stated, the rental quote/price displayed on the final page when booking online includes:

Daily rate, Collision Damage Waiver (CDW), TPL (Third Party Liability) Theft Protection (TP), Breakdown Coverage, VAT, Unlimited kilometers, Additional extras (if selected) and surcharges and fees (if applicable).

WHAT DOES THE 4 LETTER CODE (E.G. ECMR) NEXT TO THE CAR I CHOOSE MEAN?

The 4 letter code you see next to the rental car you choose is known as an ACRISS code and is used as an industry standard in classifying car hire by their size/specification. For further information please visit the ACRISS website. For your convenience we have specially designed filter where you can select your preferences.

CAN I CHOOSE A SPECIFIC CAR BRAND?

Cars displayed on novarentacar.hr are for guidance and might differ from the actual versions available at rental car counter in Croatia. Moreover, not all cars are displayed on our website and that’s why you can see an “or similar” tag with the car name. According to the car rental terms, the brand, color and fuel type of the car are not guaranteed. The car brand is specified in a booking confirmation for the information purpose and in most of times you will get selected car, since it is most common brand in our rent a car fleet. Also you can inform us about your preferences in order to take all your wishes into account and we can do our best according to availability.

CAN I BOOK DIESEL CAR RENTAL WITH NOVA RENT A CAR?

If you want to save up on the fuel cost, a diesel car hire is an excellent choice. It will deliver anywhere between 15 and 20 percent more kilometers compared to petrol engine. NOVA Rent a Car in Croatia offer a large selection of diesel-powered vehicles with number of unique features. During reservation process just select within extras – Diesel Request and make your next car rental in Croatia a thrilling discovery trip. 

CAN I RENT AUTOMATIC RENT A CAR WITH NOVA RENT A CAR?

Driving an automatic car is probably best option when renting a car and travelling in Croatia, exploring new cities and unfamiliar routes. You can enjoy in best travel experience without thinking of changing gears. When renting a car with NOVA rent a car during booking process you can choose automatic car in wide range of car hire classes. If you book automatic car rental with NOVA rent a car in Croatia we guarantee that you will receive car with automatic transmission.

WHY ARE THE PRICES DIFFERENT IN PRICE LIST AND IN BOOKING FORM?

Products like car rental, airline tickets and of course accommodation are not the same in all periods. They depend on time of year, high - low season, current promotion and availability. Price list that you have found on our website is current one valid till the end of month. For all year around we have online booking/quotation form, where you can select periods and get total correct price.

DO I NEED A CREDIT CARD TO MAKE CAR RESERVATION WITH NOVA RENT A CAR?

No, you do not need a credit card to make your booking online with NOVA Rent a Car, however you will need a credit card to either pay the rental on pick up or to provide a security deposit. Full payment is made at the car rental counter upon collection of the rental car. If you personally do not have a credit card but can get someone to go to the depot to pick up the car that does have a credit card, they can be the main driver and you can sign as an additional driver.

CAN I RENT A CAR IN CROATIA WITH MY NATIONAL DRIVING LICENCE?

You must produce a valid driver’s license for the car rental. Driver has to be older than 21 and hold valid driver license for at least 2 years with no major endorsements. Driver’s licenses printed in non-Roman alphabet (Arabic, Chinese, Cyrillic, etc.) must be accompanied by an international driver’s license. A copy of your license will not be accepted, the original document must be presented at pick-up.

DO I NEED AN INTERNATIONAL DRIVING LICENCE TO RENT A CAR?

If your license is not printed in the Roman alphabet (i.e. Arabic, Greek or Chinese) you will need to bring an international driving license and your national license. International driver's license must be accompanied by the original national license of the driver. 

WHY DO I NEED TO ENTER MY FLIGHT DETAILS?

To help ensure that we have your correct arrival information on file, please be sure to provide accurate and timely flight reservation details when you book your car hire in Croatia. By providing us with your airline, flight number, and expected arrival time, our staff will be prepared to serve you in the event of a late flight arrival. Please note that services out of working hours are subject of additional fee per our terms and conditions and if pre-booked they are already included in price.

I HAVEN’T RECEIVED MY BOOKING CONFIRMATION – WHAT SHOULD I DO?

Once you complete your booking, we will send you a confirmation of your car rental reservation within 24 hours via email. Please check to see if the email accidentally went into your email spam folder. If you haven’t received the confirmation email please contact us.

MY BOOKING STATUS IS “PENDING ” – WHAT DOES THIS MEAN?

This means that we still have to confirm the availability of the vehicle. Once confirmed, we will send a booking confirmation. In cases where the requested vehicle is not available, we will send you email with this information/s.

MY BOOKING STATUS IS “CONFIRMED” – WHAT DOES THIS MEAN?

If you receive information that your booking has been confirmed, this means that we have booked and secured your rental car for selected period. There are no further steps required till your arrival. On arrival you need to present Booking confirmation, Driving license, Credit card and Passport or ID.

MY BOOKING STATUS IS “CANCELLED” – WHAT DOES THIS MEAN?

This means that unfortunately we could not confirm the availability of the requested car for rent. If your reservation has been denied, you can contact us customer@novarentacar.hr to discuss alternative options or to book another rental car if available for selected period. 

WHEN WILL I HAVE TO PAY FOR THE RENTAL?

When you book with NOVA rent a car and we have confirmed your booking you can pay for your rental on arrival. There is no need for prepayment since your booking is safe and confirmed. Benefit of pay-on-arrival reservation is that it does not require full payment until the pickup of the rental car are they are free of cancellation/amendment charges.

CAN I CHANGE MY BOOKING?

Yes, when confirmed you can change your booking details. You just need to fill request on email. Please note that amendments can take up to 24 hours to be processed, depending on the nature of the amendment. In some cases we might need to get in touch with you regarding your request, so please indicate a valid email address or phone number in online chat on our web or in email.

Please note that we do not charge an administration fee for changing bookings, but, depending on the nature of the changes you want to make, additional cost might occur. For example, in cases where the date or locations needs to be changed we cannot guarantee the same price as originally quoted. For further information, you can also contact us via phone.

CAN YOU DELIVER RENTAL CAR TO MY LOCATION?

NOVA Rent a Car offers delivery/collection service to/ from your location. For more details please contact us.

WHAT IF I WANT TO CANCEL MY RESERVATION?

You can cancel your reservation either by logging onto My Booking section or contacting our reservations team or pick up location.

RENTAL INFORMATION

WHAT PROOF OF IDENTIFICATION DO I NEED TO BRING WITH ME WHEN COLLECTING THE RENTAL CAR?

A valid driver’s license for all named drivers, valid for a minimum of 2 years. 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.

IS IT OK TO SMOKE IN A CAR?

No, all of our rental cars  are smoke free. NOVA RENT A CAR operates on a non-smoking policy in all of our rental cars. We will enforce a special charge to the renter to remove any evidence of smoking.

ARE PETS ALLOWED IN YOUR CARS?

Yes, pets are allowed in NOVA cars, provided the seats are covered, or the animal is kept in a cage/carrier. Please be aware a car cleaning fee may be applied should the rental car return soiled.

CAN I RENT A CAR WITHOUT CREDIT CARD?

When renting a car in Croatia with NOVA rent a car it is required to leave a deposit to cover the insurance excess amounts, eventually missing fuel, traffic fines. To do so, a valid credit card in the name of the lead driver, must be provided upon collection of the car and deposit minimum 750.00 Euro (depending on rental car group) as a form of deposit. Renting a car without credit card will be allowed under special circumstances for smaller car group’s mini/ economy/compact with special premium insurance and No Credit Card Fee, depending on pick up/return location and rental period.

DO I NEED SPECIAL LICENCE FOR RENTING A PASSENGER VAN 8+1?

The standard driving license covers VAN category, which enables the holder to drive any vehicle weighing up to 3,500kg. Whether this vehicle is a car up to nine passenger seats or a van simply does not matter.

HOW DO I FIND OUT ABOUT THE LUGGAGE CAPACITY OF A RENTAL CAR?

The luggage capacity will be displayed at the time of booking with a suitcase symbol.

DO I NEED TO CARRY OUT ANY MAINTENANCE ON CAR RENTAL DURING THE RENTAL PERIOD?

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.

CAN I LEAVE THE RENTAL CAR EMPTY OF FUEL?

We provide all rental with a full tank of fuel, therefore it must be return with a full tank of fuel to avoid additional charges. In addition NOVA rent a car offers their customers the option of pre-paid fuel. By opting to pre-pay the fuel in advance or on pick up you may return the hired car with less than a full tank of fuel.

IS THERE KILOMETERS LIMIT FOR MY RENTAL?

Usually kilometers are unlimited. Rental cars collected have a 500km have limit for one day rentals only included on all rent a car classes. Applies for low season. Any additional kilometers use that exceeds these amounts is charged at 0.20 EUR + VAT per kilometer. Standard rent a car mileage is generally unlimited for fair usage. Monthly rentals are limited to certain amount depending on car size.

ARE THERE EXTRA CHARGES FOR DROP-OFF AT A DIFFERENT LOCATION?

Nova rent a car offers one-way rentals between locations, and a one-way fee may apply. Please select locations in booking form for full prices.

WHICH OPTIONAL EXTRAS ARE AVAILABLE?

The availability of optional extras depends on the rent a car location and if they are NOT booked online they are not guaranteed. The following extras can be booked online during booking process:

  • Additional driver
  • Booster seat / Child toddler seat / Infant child seat
  • GPS – Satellite Navigational System
  • Winter/Snow Tires
  • Wi-Fi Access
  • Cross Border
  • Island Ferry Fee
  • Fast Pick Up
  • Pre - paid fuel tank
  • Roadside Protection
  • Insurances options

WHERE/WHEN CAN I RESERVE AN OPTIONAL EXTRA?

Optional extras can be booked online at the time of booking and some of them can be selected at the rental counter. To guarantee availability, always select the desired optional extra online where possible.

CAN SOMEONE ELSE DRIVE RENTAL CAR?

Yes, but the additional driver must be listed on the rental contract. The second driver must also provide their valid driving license for inspection before becoming a named driver on the rental and this can be done on pick up. An additional fee of EUR 5.00 € per day would apply.

DO YOU SUPPLY CHILD SEATS?

Yes of course. We provide baby, child and booster seats for a small daily fee.

CAN I HIRE A GPS (SATELLITE NAVIGATION)?

Yes. You can pre book you’re GPS on our website with your car for a small affordable daily fee. GPS units are available at all NOVA Rent a Car locations.

DO I NEED WINTER TIRES WHEN RENTING A CAR IN CROATIA?

Yes, 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). Although for seaside region it is not required that you drive on winter tires, it is a good idea to be safe and sound specially when renting a car, since weather during winter in Croatia often changes. Please note that you do not have to be worried if you accidentally did not selected them during your booking process, they will be added on pick up.

CAN I RENT WI-FI MOBILE HOTSPOT?

The rechargeable Wi-Fi units offer secure, high-speed internet coverage for up to five devices and units come with a USB cable for recharging and it can connect up to 5 devices at once. Working only in Croatia.

WHAT IS CROSS BORDER?

NOVA rent a car may permit you to cross the border with the rental car. This varies according to car categories and the countries you wish to visit. Please note that for some of locations due the insurance restrictions cross border may be unavailable.  Cross Border Policy: Cross Border Rentals are allowed to the following countries: ALL EU COUNTRIES, Serbia, Bosnia and Montenegro. Cross Border Rentals are not allowed to the following countries: Kosovo, Macedonia, Albania, Greece, Bulgaria, Romania and Turkey without consulting local agent.

WHAT IS FAST PICK UP?

If you want a quick pick up from the rental car counter? Select our extra service - Fast Pick Up. It is simple, fast and smart choice. With this service, you simply provide your details in advance, and when you arrive just sign rental agreement, pick up your keys and escape the long lines. Same can be done with returns. Park the car in the designated area and go. We'll email you the invoice. So, why wait, speed up process, get better experience and hit the road in no time.

WHAT IS ISLAND/FERRY FEE?

This extras 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 other provider. This is onetime fee, regardless on number ferries you take or islands you visit.

WHAT IS PRE-PAID FUEL TANK OPTION?

NOVA rent a car offers their customers the option of pre-paid fuel. If you want to agree with NOVA rent a car in advance with the car return and minor quantity of fuel in comparison with the one provided on pick up, in order to avoid the charge of the penalty for refueling and missing fuel, you may subscribe at the beginning of the rental an additional option called Pre-Pay Fuel Tank Option. In this event: At pick up you pay for the price of the service, which includes the cost – calculated on a forfeit basis – of the fuel. The cost of this will depend on the car category. You may return the car with whatever level of fuel is left in it. NOVA Rent a Car in Croatia will not charge you for refueling the vehicle and will not reimburse for unused fuel.

WHAT IS ROADSIDE PROTECTION?

It doesn’t matter how new or old a car is, breakdowns happen and you need to be prepared for when they do. When you rent from NOVA rent a car you automatically receive Breakdown Coverage for any mechanical faults that may occur for the duration of the rental period. The details of who to contact are on the car rental agreement. Replacement vehicles in some situations may not be provided, depending on the nature of the breakdown.  If you’d rather be covered for everything from lost keys to punctured tires and running out of fuel, you can pre-pay for our Roadside Protection. It’s a small daily fee for complete peace of mind.

Roadside Protection Road assistance fee covers assistance in cases, when a breakdown or damage results from driver’s improper use. This can be combined with all types of coverage. Additional damage costs are calculated based on a level of insurance taken. Fee is valid for Croatia only.

WHAT HAPPENS IF MY NIGHT FLIGHT IS DELAYED AND THE NOVA RENTAL COUNTER IS CLOSED BY THE TIME I ARRIVE?

NOVA rent a car airport locations don’t operate 24 hours a day but it will remain open to assist customers with confirmed reservations who are arriving on a delayed or re-scheduled flight. Locations will remain open until the delayed flight has arrived, and customers will be given a reasonable length of time to clear baggage claim and arrive at the Nova rent a car counter.

To help ensure that we have your correct arrival information on file, please be sure to provide accurate and timely flight reservation details when you book your car hire. By providing us with your airline, flight number and expected arrival time, our staff will be prepared to serve you in the event of a late flight arrival. Please note that services out of working hours are subject of additional fee per our terms and conditions and if pre booked they are already included in price.

CAN I RETURN MY RENTAL CAR IF THE NOVA RENT A CAR LOCATION IS CLOSED?

When renting with NOVA rent a car we can allow returns out of hours. Usually for airport locations we have procedures for your early or late return. Please check with the rental location when picking up your rental car for exact procedure.

For town locations, if you want to return a vehicle when the branch is closed you must check when picking up your rent a car to determine correct return time. Doing so will help you get through this process fast and easy.

Cars should be returned to the same location where agreed at picked up unless arrangements have been made with the original renting location. If you drop off your rental car at other location but did not originally agree that, an additional drop fee may be charged. If you will be returning later than your return date and time, additional charge for returning the rental vehicle late may apply.

Important: A vehicle that is returned after hours without presence of NOVA agent will not be checked in until the next business day. If returning after hours when a branch is closed, the customer is responsible for the vehicle until the satisfactory check in of the rental vehicle the next business day.

WHAT ARE THE TERMS AND CONDITIONS FOR RENTING A CAR WITH NOVA RENT A CAR?

To view our full terms and conditions please visit our Terms and Conditions page.

IN WHICH CURRENCY I WILL BE CHARGED FOR CAR RENTAL?

Croatian official currency is HRK ( Croatian Kuna), so payment is made at local currency (HRK). The displayed amount (in EUR) is indicative and based on annual exchange rate. Your rental charges will be in local currency and your invoice will show your rental charges inculding 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.

INSURANCE

CAN I TAKE ADDITIONAL INSURANCE COVERS OR PROTECTIONS?

Yes, additional and extended insurance covers may be purchased online after selecting car size and optional extras .You can also purchase insurance at the counter at start of rental.

DOES THE INSURANCE COVER WHEELS, UNDERSIDE AND GLASS?

Standard insurance (Basic) or even Medium with SCDW does not cover damage to wheels, underside and glass (WUG). At NOVA rent a car in Croatia we have developed special insurance which will cover you in this occasion.

CAN THE EXCESS BE REDUCED TO ZERO?

Yes, for better travel experience we do even advise clients to further reduce the excess, against payment of an additional fee. When booking on line, please refer to the Insurance Section on the "Choose Extras" page where you will be proposed a Medium or Premium package that will reduce partially or totally the excess. In the case that you have purchase the Premium insurance, you will still need to be pre-authorized to cover the costs rental price as well as all additional charges and extras, if any, and possible incidents, traffic violations and/or refueling cost. This deposit is also intended to cover your excess, which constitutes your maximum liability in the event happening to the car during the hiring period.

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WHAT ARE DETAILS OF EXCESSES AND THEIR AMOUNT?

Excesses will vary, depending on the vehicle category. Our staff, either in the Customer Service or at the counter, will be happy to inform you about the excess corresponding to the car category you wish to rent. Just for orientation for smaller car sizes excess amount is from 750.00 EUR

YOUNG DRIVER SURCHARGE

Beside fee drivers under 21 years old must select full insurance to extend their cover. Agents at NOVA rent a car counter will be happy to provide you with any explanations you may require regarding the availability, cost and benefit level of such cover.

WHAT ARE THE DIFFERENT TYPES OF ADDITIONAL EXTRAS AND COVERS AVAILABLE?

BASIC

TPL (Third Party Liability) Covers expenses for third parties and/or damage to anything outside of the rental vehicle

CDW (Collision Damage Waiver) concerns damage to the rental vehicle up to excess amount

TW (Theft Waiver) concerns Theft or Loss of the rental vehicle

If NOVA Rent a Car cannot the cost of its damages from an identified liable Third Party, the renter/driver is liable for all damages to or loss of the vehicle occurring during the course of the rental up to certain amount depending on car size.. This liability can generally be waived against payment of a fixed charge per rental day. It should, however, be noted that for those renters who have purchased such protection, a residual non-waivable amount (or "excess") will be applied in the event of damage to or loss of the vehicle.

MEDIUM

Basic package + SCDW (Super Collision Damage Waiver) is a combination of Damage and Theft cover and coverage for car body damages.

With this package we give renters possibility of eliminating a residual amount (EXCESS) against payment of an additional fee. This fee depends on car size. Cost for this is from 6.50 EUR per day up to 30.00 EUR depending on car size.

PREMIUM

BASIC + SCDW + WUG + PAI

This package is ultimate and your best protection during your rental period in Croatia. It offers you peace of mind and allows you to have best travel experience in Croatia.

WUG (Wheels, Underside and Glass) Extra optional insurance for damage to the Wheels / Underside and Glass of the rental vehicle.

PAI (Personal Accident Insurance) This optional cover is available online or on pickup and is particularly recommended for the driver, who would not be covered by the rental policy for Death or Permanent Disability occurring as a result of an accident client causes himself/herself.

Please note that damage inside of car are not included by any insurance coverage unless they were involved in car accident

CAN I USE MY OWN INSURANCE FOR THE RENTAL CAR?

Yes, it is permitted to use your personal coverage for a rental vehicle through your Credit Card provider. Each policy is different and it is best to contact your bank to ensure you are covered for the type of vehicle you are renting, length of stay and country you are visiting. Proof of coverage must be provided at time of rental.

WHAT ABOUT SECOND OR ADDITIONAL DRIVERS, ARE THEY COVERED?

All additional drivers need to be added on the rental agreement, so they can benefit from all coverages purchased at NOVA RENT A CAR. A charge for second/additional drivers will apply.

WHAT HAPPENS IF I HAVE AN ACCIDENT?

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 an accident report form in the glove compartment of your rented car that will walk you through the info required. 

WHAT HAPPENS IF THE HIRED CAR IS DAMAGED DURING MY RENTAL PERIOD?

If there is new damage that has occurred on the rental vehicle, this will be noted when the vehicle is returned and you will be charged the applicable cost. If you have experienced an accident and the rental vehicle is no longer drivable, please contact us.

HOW I WILL BE CHARGED IN THE EVENT OF DAMAGE?

What will happen if you cause damage to the vehicle during your rental? 

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.

2. 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

- Pictures of Damages

- An estimate of the costs that will vary depending of the type of damage (see above) plus an administration fee for the damage handling and the rental car immobilization.

RENTING A CAR

HOW DO I PICK UP MY CAR AT AIRPORT RENT A CAR LOCATION?

Our airport branch offices are situated at all bigger airports in Croatia and opened 7 days a week. All details about pick up will be provided in booking confirmation along with other details, contact phone numbers, working hours. If you inform us on time car can be delivered to a hotel or private accommodation. Please note that delivery fee may apply.

HOW DO I PICK UP MY CAR AT YOUR DOWNTOWN/CITY RENTAL LOCATIONS?

Location of our car rental offices are displayed on our web page and in your confirmation. We also deliver cars to resorts, hotels, accommodation address, ports, yacht marina and bus – railway stations. Feel free to contact us for all info. Please note that delivery fee may apply.

ARE YOU OPEN ON EASTER, CHRISTMAS, NEW YEAR AND ON BANK HOLIDAYS?

Yes, NOVA rent a car locations can serve your needs on all days within year. Please note that for pick up and returns on Easter, Christmas and New Year, all day fee applies.

Important: Please note that some locations may have restricted working hours on this dates.

CAN I PICK UP CAR OUT OF OFFICE HOURS?

Yes, you may when you book and inform us in advance. Please note that fee for this service may apply.

WHAT HAPPENS IF THE OFFICE FOR CAR COLLECTION OR PICK UP IS CLOSED?

In an event, where you arrive at the office when it is closed you must call us to inform about the same. Mostly there will be a sign – we are on delivery, so you don't have to be worried, our agents will be there in agreed time. The contact phone number and other related information about the pickup is provided in your confirmation voucher.

WHICH DOCUMENTS SHOULD I PRESENT AT PICK UP?

When renting a car in Croatia you need a valid driver’s license for all named drivers, valid for a minimum of 2 years. Driver’s licenses fully printed in non-Roman alphabet (Arabic, Chinese, Cyrillic, etc.) must be accompanied by an international driver’s license, rental confirmation, ID/passport and credit card from main driver for security deposit.

IF I HAVE FORGOTTEN MY DRIVING LICENSE, CAN I COLLECT THE RESERVED CAR RENTAL?

The driving license is mandatory for renting a car in Croatia and must be presented at pick-up.

WHAT IS A RENTAL AGREEMENT (RA)?

The rental agreement is the formal contract, signed by NOVA rent a car and the Renter at the time of pick-up, which shows the customer details, rental period and locations, car condition, the rate and extras applied and standard terms of use, same one you agree when placing booking.

HOW CAN I PAY FOR MY RENTAL?

We accept all major credit cards – American Express, Diners Club, MasterCard, Discover and Visa Card. You can pay even with cash or debit card but only for the rental cost. You will still need a credit card for the security bond/deposit. Standard international rent a car procedure is that amount that will be authorized includes the rental price as well as all additional charges and extras. You can even use company card but the name listed on the method of payment must match that of the primary renter listed on the reservation and rental agreement. NOVA RENT A CAR also offers corporate accounts with direct billing. For more information please contact us.

WILL THERE BE A DEPOSIT TAKEN FROM MY CREDIT CARD WHEN I PICK UP THE CAR?

Yes, NOVA rent a car will authorize your credit card at the start of rental. Credit card authorization holds or secures an amount on your credit card, allowing NOVA rent a car access to the funds in the event additional amounts need to be charged, such as damage liability, rental extension, parking or traffic fines and/ or fuel charges. The authorization depends on car size be higher for specialty vehicles.

A credit card authorization is not a charge but it will limit the funds available on your credit card. Please note that the credit card used has to be in the same name as the main renter/driver picking up the rental car.

CAN I PAY FOR MY RENTAL FROM NOVA RENT A CAR IN ADVANCE?

Yes, with NOVA rent a car in Croatia you can pay your rental car in advance. Before collection payment must be visible on our account. Fees do apply upon cancellation and amendment of prepaid reservations. Also, the name on the card/bank transfer used to pay must match the name on the reservation.

CAN I USE A DEBIT CARD OR CASH FOR CAR RENTAL PAYMENT?

Yes, you can pay with Cash or Debit Card (VISA Debit Card, MasterCard Debit and Maestro Card) but only for the rental car cost. You will still need a credit card for the security deposit.

CAN I RENT A CAR WITH NOVA WITHOUT CREDIT CARD?

It is required to leave a deposit to cover the insurance excess amounts, eventually missing fuel, traffic fines. To do so, a valid credit card in the name of the lead driver, must be provided upon collection of the car and deposit minimum 750.00 Euro (depending on rental car group) as a form of deposit. Renting a car without credit card will be allowed under special circumstances for smaller car group’s mini/ economy/compact with special premium insurance and No Credit Card Fee, depending on pick up/return location and rental period.

CAN I LET SOMEONE ELSE TO DRIVE THE CAR?

Only drivers who are registered in rental agreement can drive hired car. If any accident occurs while non-registered driver is driving the rental car, insurance will be void.

CAN I CROSS BORDER TO ANOTHER COUNTRY WITH CAR RENTAL?

NOVA rent a car may permit you to cross the border with the rental car. This varies according to car categories and the countries you wish to visit. Please note that for some of locations due the insurance restrictions cross border may be unavailable.  Cross Border Policy: Cross Border Rentals are allowed to the following countries: ALL EU COUNTRIES, Serbia, Bosnia and Montenegro

Cross Border Rentals are not allowed to the following countries: Kosovo, Macedonia, Albania, Greece, Bulgaria, Romania and Turkey without consulting local agent. For details please contact your booking agent on pick up or call us in advance,

Important: It is not allowed to cross border without NOVA Rent a Car permission and all insurance are void in that case.

CAN I LEAVE RENTAL CAR IN DIFFERENT COUNTRY?

NOVA rent a car may permit you to cross the border with the rental car and leave it in other country. Cost for this services varies according to car categories and the country you wish to leave a car. Please note that for some of locations due the insurance restrictions cross border may be unavailable.

CAN I TAKE RENTAL CAR ON THE ISLANDS OR ON THE FERRY?

Yes, we can allow you during duration of your hire to take ferry and drive on islands. It is mandatory that you inform us in advance, failure to do so may cause extra charges. Ferry- Island Fee 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.

ARE MOTORWAY TOLLS OR VIGNETTE INCLUDED IN RENT A CAR PRICE?

Different countries have different regulations regarding usage of highway/motorway. When you rent a car, we do not have information’s which roads are you going to take and in which country this is not included in standard price. In Croatia, it is based on ticket system. At the entrance to the motorway you take ticket and on exit you can pay for the distance you took. They accept cash and Debit/Credit Cards. Vignette for Slovenian roads you can purchase even in Croatia near border on most of gas stations. They are based on time period (days) and car size, similar to Austrian vignette. Please note that driving in these countries without stickers may cause unpleasant situations and huge fines.

WHAT HAPPENS IF I RECEIVE A SPEEDING TICKET OR PARKING FINE?

We advise if you live outside from Croatia that you pay any fines you receive before leaving the country. (If you are aware of them).  You can make payment in the bank or post office. If fine is received after your departure we will inform you and charge fine from your account or forward your information to law enforcement agencies, who will in turn issue a fine to your postal address, we may charge a service fee. Failure to pay fines received in Croatia may cause unpleasant situations.

WHAT IF MY CAR BREAKS DOWN?

Our cars are covered by 24-hour Breakdown Coverage. The details of who to contact are on the Rental agreement and car documents.

WHAT IF I GET A FLAT TIRE WITH CAR RENTAL?

We advise if you live outside from Croatia that you pay any fines you receive before leaving the country. (If you are aware of them). You can make payment in the bank or post office. If fine is received after your departure we will inform you and charge fine from your account or forward your information to law enforcement agencies, who will in turn issue a fine to your postal address, we may charge a service fee. Failure to pay fines received in Croatia may cause unpleasant situations.

WHAT HAPPENS IF I LOSE THE KEYS OR LOCK THEM IN THE RENTAL CAR?

Call +385 72 535 535 or your rental agent from pick up and we’ll give you the number to call for Roadside Assistance. Note that you aren’t automatically covered for non-mechanical defects like keys locked in the car, lost keys, flat battery due to lights being left on and so on. If this situation happens, we ask that you pay the fee. If you lose the keys, we’ll of course provide a replacement key. Delivery time depends on location and a fee will be charged. Or you can pre-pay for our Roadside Protection package, at a minimal daily fee.

WHAT TO DO IN CASE OF ACCIDENT?

In that case please stay cool-headed. 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.

CAN I PICK UP FULL TANK AND LEAVE THE RENTAL CAR EMPTY OF FUEL?

We provide rental cars with a full tank of fuel, therefore it must be return with a full tank of fuel to avoid additional charges. In addition, NOVA rent a car offers their customers the option of pre-paid fuel. By opting to pre-pay the fuel in advance or on pick up you may return the hired car with less than a full tank of fuel.

SAFE DRIVING TIPS WITH NOVA RENT A CAR

Get to know your rental car before heading off. Familiarize yourself with all the controls. If you have any questions about the car seek advice from our agent before commencing your journey.

Get Directions! If you are not sure where you are travelling to be sure to ask for assistance from NOVA rent a car agent.

Always lock your car and keep windows up when leaving the vehicle unattended and do not leave your personal items on car seats.

ON THE ROAD WITH RENT A CAR IN CROATIA

Speed Limits:

50 km/h - within settled areas

90 km/h - outside settled areas

110 km/h - on major roadways designed exclusively for motor vehicles, and on highways

130 km/h - on motorways

80 km/h - for motor vehicles with a caravan trailer without brakes

80 km/h - for buses and buses with a light trailer; on motorways, buses are allowed to drive up to 100 km/h, except for those buses carrying children

Please reduce and adjust your speed in wet road conditions.

 

Regulations:

Driving with dipped headlights is obligatory during winter time.

The use of mobile telephones while driving is forbidden!

The use of seat belts is obligatory.

A reflective sleeveless jacket is an obligatory part of every vehicle’s emergency equipment. The driver is obliged to wear it when he or she is on the road, outside the car (changing a tire, doing repair works on the car, filling up with petrol, stopping other cars in an attempt to seek help, etc.)

 

Petrol stations:

 

In larger cities and on the motorways, petrol stations are open 24 hours a day. Petrol stations sell Eurosuper 95, Super 95, Super 98, Super plus 98, Euro Diesel and Diesel. Gas (LPG) is available in major cities and at petrol stations on motorways. For information on fuel prices and a list of centers selling LPG gas go to: www.ina.hr, www. crodux-derivati.hr,  www.tifon.hr, www.petrol.hr  and www.hak.hr .

Highway toll charges:

Motorways:

A1 Zagreb-Bosiljevo-Zadar-Šibenik-Split-Šestanovac- Ravča-Vrgorac- Karamatići- Čarapine; A2 Zagreb-Zaprešić-Krapina-Macelj; A3 Bregana-Zagreb-Slavonski Brod-Županja-Lipovac; A4 Zagreb-Varaždin-Goričan; A5 Osijek -Đakovo-Sredanci;       A6 Zagreb-Karlovac-Bosiljevo-Vrbovsko-Rijeka and A7 Rijeka-Rupa.

Three-lane two-way roads:

The Istrian Y (motorway on the Istrian Peninsula) with toll booths at the “Tunnel Učka” and the “Mirna” viaduct.

For more information, go to:

www.hak.hr ; www.hac.hr ; www.bina-istra.hr ; www.arz.hr; www.azm.hr ; www.huka.hr

HINTS AND STEP-BY-STEP ADVICE IN CASE OF ACCIDENT

When considering using a NOVA rent a car on your holiday vacation in Croatia, it’s important to know what to do in case of a car accident. Nobody wants to get into an accident; especially with a rental car. Provided information’s will help you get through the trying times immediately following the accident if you are unfortunate enough to get into on during your vacation.

Here are some hints and step-by-step advice to help you know what to do in this situation.

Make sure that everybody is ok and safe.

Call the police and if necessary call ambulance

Call us on one of phones provided by our agent on a pick up.

We have certain procedures that you need to follow in the event of an accident.

Gather information from another driver(s).

Gather information from any witnesses.

Make note of the cars involved.

If possible, take pictures.

Write down what happened.

Remember that the car you’re driving doesn’t belong to you. You need to provide as much documentation as you can. Make sure you give a full statement to the police and obtain a police report along with test.

 

Involved Driver Information

Information you need to obtain from the other drivers is listed here:

Full name as it appears on the driver’s license.

Address and phone numbers. If residence address is different from mailing, get that too, if you can.

Driver’s license number and vehicle plate number(s)

Insurance information including carrier name and contact information and policy number.

Witness Information

Make note of all the cars involved in the accident and where they are. Include any damage noticed.

Take pictures of all of the cars involved if you have a means to. This way nobody can claim any extra damages.

 

Written Statement

While the accident is still fresh in your mind, write down what happened to the best of your recollection.

This way, you won’t be able to remember things that didn’t happen when we have to contact insurance companies and explain what happened.

RETURNING A CAR AND AFTER RENTAL

WHAT IF I WANT TO EXTEND THE LENGTH OF MY RENTAL PERIOD?

Yes, we can allow you to keep rental car more than originally planned. Extension can be requested by calling our rent a car office or sending us email. Please note, for confirmation it is important that you inform us on time about your plans. 

WHERE DO I DROP OFF THE CAR AT AIRPORT RENTAL STATION?

On most of airport locations in Croatia there is rental car parking just in front of terminal, just follow NOVA rent a car sign. You can park the car there, take your luggage and car key/documents and procced to our rent a car counter. Our staff will take care about rest.

MAY I RETURN EARLIER/LATER THAN THE TIME/DATE WRITTEN IN RENTAL AGREEMENT?

You can return vehicle in different time or day, only if you inform us in advance. Anyhow daily rate is based on 24 hours rent, we have grace period of 2 hours, and after that we will charge one more day. Please note that for early returns there is no refund for unused days based on booking voucher.

CAN I RETURN RENTED CAR OUT OF OFFICE HOURS?

Some offices do offer an out of hours pick up/drop off service. Please check the branch information for more details. For all out of hours returns fee applies.

IS THERE A DISCOUNT FOR RETURNING THE RENTAL CAR EARLIER?

No, as per our terms and conditions we are unable to provide a refund for the unused days should you return the hired car earlier than originally arranged

WHEN IS AN ADDITIONAL DAY CHARGED?

All rentals are charged based on a 24 hour rental period. Only when a rental period exceeds a cycle of 24 hours + 2 hours grace period we will add additional day charge.

WHAT IF I RETURN MY RENTAL CAR LATE?

NOVA rent a car provides to all customers 2 hour grace period from the time the vehicle was picked which and is shown on your rental agreement. Charges will be incurred if the return time is to fall outside that grace period.

ARE YOU OPEN ON EASTER, CHRISTMAS, NEW YEAR OR ON BANK HOLIDAYS?

Yes, NOVA rent a car locations can serve your needs on all days within year. Please note that for pick up and returns on Easter, Christmas and New Year, all day fee applies.

Important: Please note that some locations may have restricted working hours on this dates.

CAN I RETURN THE RENTED CAR TO A DIFFERENT LOCATION THAN ORIGINALLY AGREED?

We offer one way rentals between NOVA rent a car locations, and a one-way fee may apply. Please contact us in advance before doing so. 

CAN I PICK UP RENTAL CAR WITH FULL TANK AND LEAVE IT EMPTY ?

At NOVA rent a car we provide rental cars with a full tank of fuel, therefore it must be return with a full tank of fuel to avoid additional charges. In addition NOVA rent a car offers their customers the option of pre-paid fuel. By opting to pre-pay the fuel in advance or on pick up you may return the hired car with less than a full tank of fuel.

WHAT HAPPENS IF I RECEIVE A PARKING FINE OR SPEEDING TICKET?

We advise if you live outside from Croatia that you pay any fines you receive before leaving the country. (If you are aware of them).  You can make payment in the bank or post office. If fine is received after your departure we will inform you and charge fine from your account or forward your information to law enforcement agencies, who will in turn issue a fine to your postal address, we may charge a service fee. Failure to pay fines received in Croatia may cause unpleasant situations.

HOW LONG AFTER MY RENTAL FINISHES WILL IT TAKE THAT DEPOSIT REACH MY ACCOUNT?

When you return your car we will do all procedures from our side to release your deposit. After that time it is up to your bank and credit card issuer to make funds available again. Please allow up to 15 business days for the funds to clear and become available in your account.

MY CREDIT CARD DEPOSIT HAS NOT BEEN RETURNED, WHY?

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 are 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 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.