Terms and Conditions

1. General Terms

1.1 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:

"Approved Driver" means the person who signs the Rental Agreement and any other person listed in it as an approved driver.
"Charge" or "Fee" means the costs listed in the Rental Agreement.
"Damage" means any loss or harm to the Vehicle, including glass, lights, and mirrors, and any damage caused by the Vehicle to third-party property.
"Rental Agreement" is the document which sumarizes terms of services included in your rental, with main characteristic of the rental car, consition of the car at start of the rental, lenght of rental and pick up and return locations Rental agreement should be signed by main renter and driver at pick up.
"Rental Period" is the period stated in the Rental Agreement during which the Vehicle is rented or in client posesion.
"Sicily by Car Croatia”, NOVA rent a car," "We," or "Us" “Brands” refers to NOVA GRATIA d.o.o., company number HR66126775778, located at Cesta Plano 2/a, 21220 Trogir, Croatia.
"Third Party Claim" means any claim made by someone else for injury, death, or property/car damage caused by the Vehicle.
"You" or "Renter" means the person who signs the Rental Agreement.
"Vehicle" or "Car" is the vehicle rented from Us for the time period listed in the Rental Agreement, including any replacements we provide, along with the keys and any accessories.
"Subject Matter of Agreement" means NOVA Gratia provides the Vehicle in good condition for use, and the Renter agrees to pay rental fees and related charges according to the Rental Agreement, Terms and Conditions, and our price lists. The exact type and brand of the Vehicle rented will be listed in the Rental Agreement
"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. Important and mandatory to be able to use selected Premium protection if all insurance conditons are followed and for damages covered by protection.
"Police Reporting": If the rental vehicle is involved in an accident, the renter is usually required to immediately contact the police and file a report.
"Notification to Rental Company": The renter must also notify the rental company as soon as incident is noticed or happened with details about the accident, damage, or theft.
"Police Report as Proof": The police report serves as crucial documentation for the rental company, insurance claims, and determining liability.
"Consequences of Non-Compliance": Not providing a police report can lead to the renter being charged for all costs associated with the incident, including repairs, lost rental income, and other damages also can lead losing all benefits that can be obtained from Premium or other protections.
"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.
"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 or Siclily by Car Croatia 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.
"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.
"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.

1.2 Renting a car with NOVA rent a car or Sicily by Car brands

1.2.1 Booking Information
When making a reservation for car rental services we ask for your name, postal address, age, 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 Confirm Booking 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 GRATIA D.O.O.
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 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.pro

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 Gratia in the relevant sections of this document or by contacting the NOVA Gratia. 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 SICILY BY CAR CROATIA/ 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
Your rented Vehicle may have telematics systems or other similar tracking devices installed. These devices track the Vehicle’s location and monitor driving behavior, such as speed, routes, and distances traveled. Additionally, the Vehicle may include geo-fencing technology, which sets virtual boundaries around specific areas where you are not allowed to drive or operate the Vehicle. We will inform you of any geo-fenced areas or restrictions when you collect your Vehicle or within your Rental Agreement. The purpose of these devices is to maintain vehicle safety and security, prevent unauthorized or improper use, and ensure compliance with local laws and rental conditions. If telematics data indicates unsafe driving, misuse, or violations of geo-fenced boundaries as some countries are marked as risky and not allowed to cross or these Terms and Conditions, we may contact you or any Approved Driver to request immediate corrective action. Should non-compliance persist, we reserve the right to terminate your Rental Agreement immediately. The collected telematics information may be used during and after the Rental Period for investigating incidents, supporting insurance or legal claims, and improving our fleet management. By signing the Rental Agreement, you consent to the installation and use of telematics devices, including geo-fencing, and agree to fully comply with these conditions.By accepting the Rental Agreement, you consent to the installation and use of telematics devices, including geo-fencing, and agree to comply fully with any related restrictions set by Sicily by Car Croatia /NOVA Rent a Car.

1.4 Liability and Limitation of Liability
NOVA Rent a Car does not limit or exclude its responsibility to you in any circumstances where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other action that we legally cannot exclude. If you are renting as a business customer, NOVA Rent a Car is not liable for any indirect or consequential losses to your business, including but not limited to loss of profit, business contracts, revenue, anticipated savings, or any other indirect business losses. If you are renting as an individual consumer, you agree not to use the rented Vehicle for any commercial or business purpose. Should you use the Vehicle for such purposes, Sicily by Car Croatia or NOVA Rent a Car will not be responsible for any commercial loss, loss of profits, business interruptions, or missed business opportunities that you might suffer. We are responsible for any foreseeable losses or damages that are directly caused by our failure to comply with these Terms and Conditions or our failure to use reasonable care and skill. However, we will not be liable for any losses or damages that were not reasonably foreseeable. A loss or damage is considered foreseeable if it was clearly likely to occur or if both parties (you and Sicily By Car Croatia or NOVA Rent a Car) were aware at the time the Rental Agreement was signed that such loss or damage might reasonably occur.

1.5 Termination of the Rental Agreement

NOVA Gratia reserves the right to terminate the Rental Agreement and immediately repossess the Vehicle if you breach any provision outlined in these Terms and Conditions or the Rental Agreement, or if the Vehicle is damaged or misused. Termination of your rental will not affect or limit any other legal rights Sicily by car or NOVA has under these Terms and Conditions or the Rental Agreement.

1.6 Governing Law

NOVA Rent a Car will strive to resolve any disputes amicably and in good faith. These Terms and Conditions, and any disputes arising from or related to these Terms or the Rental Agreement, are governed by the laws of the Republic of Croatia. If a dispute cannot be resolved amicably, it will be subject exclusively to the jurisdiction of the courts of Croatia, specifically those having jurisdiction over Sicily by car or NOVA Rent a Car’s registered address. Croatian law shall apply to any matters not specifically defined or regulated by these Terms and Conditions or the Rental Agreement.

1.7 Miscellaneous Provisions

NOVA Rent a Car may update or amend these Terms and Conditions periodically. Any amendments will be clearly published on our official website and will become effective from the moment of publication unless stated otherwise.At the time you collect your Vehicle, Sicily by car - NOVA Rent a Car will provide you with a copy of your Rental Agreement. You must keep this document in the Vehicle for the entire rental period and must show it to the police or any authorized personnel upon their request.

2. Reservations
Reservations and bookings are only for a specific vehicle group, not for a specific vehicle model, brand or colour. 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
Before Sicily by Car Croatia or NOVA Rent a Car can release a Vehicle to you, you must fulfill the following conditions. If you fail to meet these conditions at the time of vehicle pick-up, we have the right to refuse to hand over the Vehicle. In such a case, you remain responsible for the payment associated with your rental unless the booking has been properly canceled according to our cancellation procedures outlined in these Terms and Conditions.

We also reserve the right to request additional identification or documents if we have reasonable grounds to believe that the documents provided initially are insufficient or unreliable. If we are not fully satisfied with the identification provided, we reserve the right to refuse the rental of the Vehicle.

2.1.1 Identification Requirements
To collect a vehicle, the renter must present original and valid documents at the rental counter, including a driver's license, passport or identity card, and a credit card in the renter's name. The driver's license must be valid at the time of vehicle pick-up and remain valid beyond the vehicle drop-off date. It must feature the holder’s photograph, specify eligible vehicle categories, and clearly indicate the country of issuance. Licenses fully printed in non-Roman alphabets (e.g., Arabic, Chinese, Japanese, Cyrillic) must be accompanied by an International Driver’s Permit (IDP). Any license showing cancellations, erasures, or unauthorized amendments will not be accepted unless official adjustments have been certified with an authorized stamp and date. Military driving licenses, temporary driving licenses, photocopies, or any non-original copies are strictly prohibited. Additional identity verification, such as a passport, utility bill, or bank statement, may be requested. Only drivers specifically approved and listed in the rental agreement may operate the rented vehicle.

2.2 Who Can Drive
Only drivers specifically approved and listed in the rental agreement may operate the rented vehicle. The minimum age for renting is 22 years and the maximum is 75 years, with at least 2 years of driving experience required. For luxury cars, vans, and larger vehicle groups, the minimum age is 24 years. Drivers aged 18-21 and those older than 75 (up to 99 years) may rent a vehicle subject to a Young or Senior Driver Fee of €10.00 per day. Premium Protection coverage is mandatory for both young and senior drivers. The additional driver fee is listed here and added during booking or for additonal drivers or one that did not instead or provided full data are payable upon arrival.

2.3 Authorized driver - Only persons over the age of 22 -75, 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 or Young/Senior fee and Premium protection aplies. 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 or Sicily by car Croatia cannot be held liable for any loss or damage whatsoever caused by User's failure to comply with the above restrictions.

Rental daily rates include Daily car rental charge, a cumulative mileage allowance of 500 kilometers per day (e.g., a 5-day rental allows a total of 2500 km), VAT at 25%, Collision Damage Waiver, Theft Waiver, Third-Party Liability Protection, applicable taxes, and airport surcharges and fees, if relevant. Rates explicitly exclude the following: Damage and Theft Excess, one-way rental supplements, fuel costs, refueling service charges, optional coverages, extras and supplements, fines and associated administrative fees, tolls, parking tickets, and any other penalties imposed by relevant authorities related to the use and circulation of the vehicle. Any items not specifically mentioned as included are considered excluded. Maximum is 3000 km.

Pick up and return of the rented car NOVA Rent a Car or Sicily by car Croatia retains exclusive rights to the use and rental of the vehicle, which will be delivered to the User in sound mechanical condition. The User agrees to return the vehicle, including all tires, tools, and equipment as specified in the rental agreement and the associated check-out/check-in documentation, in the same condition as when received, allowing for ordinary wear and tear, to the designated location and on the date outlined on page 1 of the rental agreement. Rentals are charged on a daily rate basis, with one rental day defined as any consecutive 24-hour period starting from the time of commencement of the rental agreement.

Pets on board Pets on board are accepted. We allow pets to ride in vehicles provided they are properly contained in a travel kennel, container or cage at all the time. For the health and comfort of subsequent renters of the vehicle who may be allergic to animal dander, the vehicle must be returned in its original condition with no animal hair or feathers anywhere in or on the vehicle. Renters whose vehicles require a detailed cleaning to remove animal hair or address sanitary issues will be charged depending on actual cost for cleaning services.

2.4 Cross Border Rentals
Cross-border travel with NOVA Rent a Car or Sicily by Car Croatia is permitted to all European Union (EU) Schengen countries, as well as Bosnia and Herzegovina (including Neum), Serbia, and Montenegro, under cross-border fee of 56 EUR. Travel to Kosovo, North Macedonia, Albania, Greece, Romania, Bulgaria, and Turkey and rest of countries marked by insurance providers as risky—is prohibited unless explicit prior written approval is granted by NOVA Rent a Car and confirmed by our insurance company. Upon approval, the cross-border fee for entering these specific countries is 136 EUR, inclusive of VAT. Cross-border travel to any other country not explicitly listed is strictly prohibited. Please note that tolls, vignettes, and country-specific equipment requirements within Croatia or abroad are not included in these fees and remain the renter’s responsibility. Unauthorized border crossing or failure to comply with payment requirements will incur a penalty of EUR 825, payable locally. Additionally, vehicles may be subject to geofencing restrictions. It remains the renter's sole responsibility to adhere fully to the laws, regulations, and specific insurance and equipment requirements of each respective country where the vehicle is driven.

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. If ferry is used or islands are crossed without permission or paying Island - Ferry fee, there will be a penalty of EUR 825 paid locally.

2.4.2 Out of Hours Fee

Out of hours service is allowed. An additional charge of 50.00 EUR may be applied to any vehicles returned/collected before and 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. Pick up and return fee from 00:01 to 05:00, is increased by 50% compared to regular prices. All the above mentioned services are only on request and customer need to provide both flight number and valid mobile/contact phone number.

2.4.3 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. During booking or when making reservation one-way between our offices in Croatia is not calculated on a fixed amount but it is determined on the basis of distance between pick-up location and final drop off location. Prices will be shown on 2^nd step during booking process. There are legal restrictions for international one way.

3.Rental Car Pick-Up

3.1 What You Need to Bring
At the time of vehicle collection, you must present a valid method of payment, specifically a credit card, which is mandatory for the security deposit. Additionally, you are required to provide a valid driving license and a passport, national ID, or proof of address.

Major credit cards, including MasterCard, Visa, Diners Club, Discover/Novus and JCB, are accepted. Cash and debit cards may be used to pay rental charges, but they cannot normally be used for the security deposit.

As a guarantee for the rental, the main driver must present a valid physical credit card issued in their own name at vehicle pick-up. The only exception applies where Platinum Protection has been selected, in which case an eligible physical debit card in the main driver’s name may be accepted. Platinum Protection includes Premium Protection, debit card acceptance and Prepaid Fuel.

American Express, virtual or electronic cards, mobile wallets such as Apple Pay or Google Pay, cash deposits, bank cheques and cards without chip-and-PIN functionality are not accepted for the security deposit. A card with combined debit and credit functionality is treated as a debit card.

A security deposit is mandatory regardless of the protection package selected. The card must have sufficient available funds or credit to cover the applicable pre-authorized amount. Where Platinum Protection is selected, the deposit amount is the same as the deposit applicable with Premium Protection.

All cards must be original physical cards displaying the cardholder’s full name, card number and expiry date, and must remain valid for at least three months after the end of the rental. Cards showing initials only, virtual cards and company cards not bearing the main driver’s name are not accepted.

Company cards may be accepted only where the name shown on the card matches the main driver named on the reservation and Rental Agreement.

The main driver must know the card PIN, as it may be required at the rental desk. Failure to comply with these payment and deposit requirements may result in refusal of the rental and the application of any relevant cancellation charges.

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
A pre-authorization is mandatory for all car rentals, regardless of the type of protection selected. The minimum local deposit required enought funds on a credit card depending on car size plus the estimated total rental charges, including any additional fees. This deposit amount will be temporarily blocked from the cardholder's bank account until the rental period ends and all charges and potential damage claims have been settled.

This authorized amount is not a charge but is simply reserved on your credit card account until the vehicle is returned. Upon vehicle return, the actual invoiced amount will be charged to your credit card, unless you opt to provide an alternative form of payment.

Please note that this pre-authorization temporarily limits the available funds on your credit card. The final charge is processed on the day the vehicle is returned, triggering the release of the authorization hold. Typically, this release process may take between 15 and 30 working days or longer. The released authorization is usually not visible in your credit card transaction list it just makes funds available for spending again. The exact timeframe for releasing these holds depends exclusively on your card issuer’s policies and is beyond control or rent a car company.

If you choose to settle your rental balance using an alternative payment method (such as cash, debit card, or bank transfer), pre-authorization hold will remain until your card issuer completes their internal release process. If the authorization release exceeds the expected timeframe, we recommend contacting your bank or card issuer directly for assistance with provided documents and notifying us to verify the status.

Debit Card Policy

Debit cards are accepted only where they support pre-authorisation and where Platinum Protection is approved and purchased at the rental desk. Acceptance depends on the issuing bank, country of issuance, card functionality, available funds and NOVA’s applicable risk and security checks. Customers are strongly advised to confirm with their bank before arrival that the card supports rental-car pre-authorisation.

The applicable security deposit is determined by the selected vehicle category and will be pre-authorised on the eligible physical debit card. Platinum Protection is mandatory when a debit card is used.

PLATINUM PROTECTION

The standard requirement for vehicle collection is a valid physical credit card in the main driver’s name, as stated in the Rental Terms, booking confirmation and voucher.

Where the Customer cannot present the required credit card, NOVA may, at its sole discretion and subject to approval, offer an alternative rental arrangement through Platinum Protection. Approval depends on the vehicle category, rental details, Customer documentation, card validity, available funds and applicable risk and security checks.

Platinum Protection is not automatically available and does not give the Customer an unconditional right to rent with a debit card.

Where approved, Platinum Protection is mandatory and includes:

– Premium Protection;
– acceptance of an eligible physical debit card under alternative rental conditions; and
– Prepaid Fuel.

No separate fee is charged solely for the use of a debit card.

Before signing the Rental Agreement, the Customer will be informed of the daily and total price of Platinum Protection, the applicable deposit or pre-authorisation amount and the relevant fuel conditions. Premium Protection remains subject to all exclusions, limitations and Customer obligations set out in these Rental Terms.

Where the Customer does not present the required credit card and does not qualify for or accept Platinum Protection, NOVA GRATIA d.o.o. refuse to release the vehicle. The reservation will then be handled in accordance with the applicable and no-show conditions.

Deposit Amounts

CAR GROUP	STANDARD DEPOSIT/EXCESS	DEPOSIT WITH MEDIUM PROTECTION	ZERO EXCESS DEPOSIT WITH PREMIUM PROTECTION
Small ( Mini and Economy) (MCMR, MDMR, ECMR, EDMR, EDAR)	€ 1000.00	€ 500.00	€ 150.00
COMPACT (CCMR, CDMR, CDAR, CWMR, CWAR, DDMR, DDAR)	€ 1.200.00	€ 500.00	€ 200.00
INTERMEDIATE SUV (IFAR, IFMR)	€ 1.300.00	€ 650.00	€ 300.00
Standard/Standard SUV (SDAR, SDMR, SFMR, SFAR, SFNR)	€ 1.500.00	€ 750.00	€ 450.00
Fullsize SUV (FFMR, FFAR)	€ 1.600.00	€ 750.00	€ 500.00
Standard van 7 seater (5+2) (SVMR, SVAR)	€ 1.500.00	€ 800.00	€ 550.00
Fullsize van 9 seater (8+1) (FVMR, FVAR)	€ 2.200.00	€ 1.100.00	€ 600.00
Full Size (FDMR, FDAR, FWMR, FWAR, RFAR, GDAR)	€ 2.500.00	€ 1.200.00	€ 800.00
Premium (PDAR, PFAR)	€ 2.500.00	€ 1.500.00	€ 1.250.00

3.3.1 Flight Information

For airport pick-ups, providing accurate arrival times and flight numbers is essential. If these details are not available when booking, you must inform usd at least 7 days before your scheduled arrival by email or phone. Failure to supply timely and accurate flight information absolves Us of any responsibility for rental issues resulting from delays or miscommunication of these details.

3.3.2 Late or Early arrivals - Out of Hours- No-Show
Your rental car will be held for up to 3 hours past the reservation time. After this period, availability cannot be guaranteed. For airport bookings, if a correct flight number is provided, the vehicle will be held until the flight has landed and cleared. If your flight is delayed beyond the normal station operating hours, staff will remain available to accommodate your late arrival, subject to an out-of-hours fee of EUR 50.00 (VAT included). Pick-ups or drop-offs scheduled between 00:01 and 05:00 incur an additional fee increased by 50% over standard rates. These fees apply to services during bank holidays, including Easter, Christmas, and New Year’s Day.

If no flight information is provided, vehicles will only be held for a maximum of 3 hours or until station closing time, whichever is earlier. Staff will not remain beyond closing hours without notification and valid flight information. For returns, a tolerance of 118 minutes is allowed beyond the scheduled return time, after which an additional rental day is charged.

Customers arriving at the rental location one day or more earlier than the booked reservation date cannot utilize the original online reservation. An alternate reservation can be offered, but at prevailing local rates, which may differ from the original booking rate.

To ensure smooth service, accurate flight details, including airline, flight number, and expected arrival time, along with a valid mobile/contact phone number, must be provided at the time of booking or at least 7 days prior to arrival.

No-show policy: If you fail to collect your vehicle within 3 hours of your reserved time without providing flight information and contact details, your reservation will be considered a "No-show," the vehicle may no longer be available, and the booking will be subject to applicable cancellation charges.

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 ( for larger and premium cars) or cumulative mileage allowance of 500 kilometers per day (e.g., a 5-day rental allows a total of 2500 km), for cars up to standard size per day depending on car size. Eventual extra will be charged per price list (0,20 EUR/ 1 km). Max. monthly mileage is up to 3000 km.

3.4.2-1 Unlimited mileage is option client can select during booking or on pick up if they wish or need more kilometers than it is allowed.

3.4.3 Fuel and Refuel Charge
We operate 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, customer will be charged refueling penalties 30.00 EUR +25%VAT plus cost for missing fuel for failure to comply. Fuel charges are payable at the rental desk. 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.

3.4.3 -1 Prepaid Fuel We understand that convenience and peace of mind when client is on the road. That's why we offer the Prepaid Fuel Tank option, designed to streamline the rental experience and eliminate the stress of refueling before returning the vehicle.

The cost of the prepaid fuel tank is 83.00 EUR (VAT included) per rent for selected car sizes.

With our Prepaid Fuel Option, customers can pay for a full tank of fuel upfront at the time of rental, allowing the customers to embark on their journey without worrying about refueling along the way. This option provides with the flexibility to return the vehicle with any level of fuel remaining, without the need to stop at a gas station before dropping off your rental. Please note unused fuel will not be reimbursed.

3.4.3.-2 AdBlue (urea solution) – maintenance responsibility

Some cars in our fleet use AdBlue (urea solution) as part of the exhaust emission reduction system ( diesel engine). AdBlue consumption depends on mileage and driving style, and the level may decrease even during shorter rentals. Similar to fuel or windshield washer fluid, AdBlue is considered a consumable fluid that must be refilled when necessary.

The renter is responsible for monitoring the AdBlue level and refilling it during the rental period if a low-level warning appears on the dashboard, following the vehicle manufacturer’s instructions. If the vehicle cannot start or enters a limited “safe mode” due to lack of AdBlue, any related costs or consequences shall be borne by the renter.

Exceptions:

If the low AdBlue warning was already active at the time of car pick-up, the refill cost shall be covered by rental company.
If the renter can prove that the fluid was refilled immediately after pick-up (e.g. receipt and low mileage), reimbursement may be considered, if agency is contacted imediatley and supported with evidence( photos of dashboard)

AdBlue is available at fuel stations, and the refill cost is considered a regular maintenance expense during the rental period.

3.4.4 Winterization
From the 15th of November until 15th April according to the Croatian law, winter tires are mandatory for driving in continental locations and in areas with high probability of snow and ice and they will be charged in the rental price. The cost of winter tires is 5.00 EUR per day (VAT included). Please note, if customer accidentally did not select winter tires during the booking process, they will be added on pick up within mandatory period.

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)
As part of our legal obligations, We provide Third Party Liability Protection. This protection covers claims made against you and any other approved drivers in the event of death or bodily injury to third parties up to EUR 5,000,000. It also includes coverage for property damage to third parties up to EUR 1,000,000. Please note that you will be fully responsible for any costs that exceed these stated limits in relation to third-party damages.

3.5.2 Collision Damage Waivers (CDW)
We provide coverage for loss or damage to the rented vehicle, subject to an applicable damage excess (deductible) for which you are personally responsible. Depending on the vehicle category rented, you may have the option to reduce the excess amount by purchasing additional coverage. The exact excess amount applicable to your rental is stated clearly in your Rental Agreement. You will not be charged the full cost of damage, loss, or theft of the vehicle unless you breach the Terms and Conditions (specifically section 4.4. and 4.4.1). In the event of a breach of these terms, Collision Damage Waiver protection will no longer apply, making you fully responsible for all costs related to losses, damage, or theft. Each time damage occurs, you are required to pay up to and including your designated damage excess, along with our standard administration fee.

3.5.3 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.

3.5.4 PACKAGES FOR THE ELIMINATION/REDUCTION OF CAR EXCESS

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 recover 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 "deductable or excess") will be applied in the event of damage to or loss of the vehicle.

Medium Protection

Basic package + CDR (Collision Damage Reduction) is a combination of Damage and Theft cover and coverage for car body damages. With this package we give renters possibility of eliminating a full amount (EXCESS) up to certain amount against payment of an additional fee. This fee depends on car size. It reduces by half excess amount, up to the below chart:

Premium Protection MEDIUM + 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.For customer who wishes to improve rental experience we offer our Premium protection package, having zero excess, coverage for damage to body, wheels, underside and glass, Personal accident insurance (PAI) and Third Party Liability - TPL). With Premium protection, you can travel with confidence, knowing that you're protected against unexpected incidents. Only a fixed administration fee of 60 EUR plus VAT for damage handling will be charged, regardless of the type of damage. This fee covers the cost of processing the claim, immobilizing the car, and handling related paperwork.

Interior Protection is an optional coverage that limits the renter’s financial responsibility for accidental interior damage or soiling during the rental, up to 300 EUR per rental. It covers reasonable deep cleaning or repair costs for seats, carpets, and interior surfaces. This coverage does not apply to smoking, misuse, vandalism, or theft. Interior Protection is not an insurance policy but an optional waiver, valid only when purchased before the start of the rental. Cost is 4.00 EUR per day.
3.5.5 Residents of the USA and Canada
For residents of the USA or Canada declining our Collision Damage Waiver (CDW), NOVA Rent a Car provides only mandatory Third-Party Liability coverage. Before declining CDW, we strongly recommend carefully reviewing your credit card insurance terms, as some clients have encountered difficulties. Confirm that your policy covers your itinerary, duration abroad, all planned countries, vehicle size, and any reimbursement limitations. Note that American Express (AMEX) is not accepted in Croatia due to recent EU regulatory restrictions. Declining our insurance requires placing a pre-authorization hold on your credit card equal to the vehicle’s full value, starting from approximately EUR 20,000, depending on vehicle size; notifying your credit card issuer beforehand is advisable to prevent unexpected issues. Should damage occur, NOVA Rent a Car will directly charge your card immediately, leaving you responsible for independently managing reimbursement from your insurance. This often includes awaiting police reports (approximately 30+ days), gathering photographic evidence, obtaining repair estimates, coordinating with multiple insurance parties, overcoming language and geographical barriers, and officially translating documents into English. We will provide necessary documentation, but managing this remotely is typically complex and time-consuming. Based on our extensive experience in car rentals, we strongly advise retaining the provided CDW or, preferably, selecting our Premium Protection coverage. With Premium Protection, your only responsibility in the unlikely event of damage is contacting the police at the accident scene and submitting a brief statement upon vehicle return; We will handle everything else, ensuring you enjoy your vacation stress-free.
3.5.7 Customer Own Insurance or Insurance selected via third party companies

It is solely your responsibility to ensure that your insurance complies fully with the Rental Agreement requirements. Please note that from our standpoint, opting for your own or third-party insurance means that we regard it as having no coverage through our company. In the event of damage or loss, we will charge your credit card directly, up to the full excess amount stated in your rental agreement, including any administration fees. Subsequently, you may independently seek reimbursement from your insurance provider, bearing full responsibility for gathering necessary documentation, including detailed photographs, official police reports, repair estimates, and translated documents. To secure this obligation, we will place a pre-authorization hold on your credit card covering the full excess amount. Debit cards are not accepted in this scenario. NOVA Rent a Car must explicitly approve your selected insurance provider, policy coverage, and terms, which cannot be altered during the rental period. We may require your insurer to list NOVA Gratia d.o.o. as the registered vehicle owner. Additionally, if you return the vehicle outside business hours or at an alternate location, your insurance must remain valid until our representative inspects the vehicle, typically starting from standard working hours following rental completion. You remain fully liable for loss, damage, or theft until this inspection is finalized.

3.5.8 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.

3.5.9 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 Gratia 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 with us or on pick up, you may be fully responsible, 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 our 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 our offcial damage matrix sheet available in our rental car locations plus administration fee.
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
- Photos of Damages
- Total costs 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.

Administration fee for accident 60.00 EUR + VAT for passenger vehicles per accident. This fee covers costs incurred in each damage handling process, including obtaining documentation after rental process, communication with workshops and partners, car preparation, as well as administrative procedures required to restore car to its proper technical and visual condition.

Traffic penalties administration fee 30.00 EUR +VAT per single fine

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 Gratia employee; or where authorized by us, placed in NOVA/Sicily by car Croatia 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) 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.

• Did not informed police, got police report and alchocol/drug test

• 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 Vehicle for taxi services, ride-hailing services (including but not limited to Uber, Bolt, or similar platforms), or any other form of commercial passenger transport unless expressly authorized in writing by the Rental Company.
• You shall not drive the Vehicle out of Croatia, or on the ferry or the islands unless authorized in Rental agreement and aproved by NOVA Gratia.
• 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 our 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 Gratia 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.

Road Assistance Protection - Road Assistance Protection cost: 15.00 EUR per day VAT included.

Valid only within Croatia Road assistance includes: towing service, pick-up service and replacement vehicle. In the event accident we will provide with the towing of the car and with a replacement car from the nearest office. The service is free if customer has purchased the Road assistance package. Without the road assistance package customer will be charged in case of breakdown according to the General terms below:

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, specially the road is blocked or if any property has been damaged, contact ER if anyone is injured. 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 GRATIA 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 Gratia. Where NOVA Gratia 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 we will collect the Vehicle and carry out any necessary repairs.
Cars in our 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 . If you are unable or refuse to complete the inspection with us, we will inspect the Vehicle in your absence and if there are new damages we reserve right to charge you. 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 Check Out sheet

Customer is responsible to carefully check the conditions of the vehicle and eventual pre-existing damages before taking a car in his possession. If customer notice any difference regarding the conditions of the vehicle upon signing the rental agreement, they must immediately inform the desk staff. The customer assumes full responsibility for any discrepancies in the car condition noticed after signing the rental agreement and Check Out sheet, and after the vehicle's delivery and not informing us. Any complaints regarding such matters will not be accepted. Check out/Check is document containing, car details mileage, rental period, time and car damage status, it is signed by both parties and handed over to the customer physically or by email in a PDF format.

Parking Fines/Charges

All fines issued by the Authority for any traffic violation and/or missing tolls and/or parking tickets will be processed and notified directly to the customer. Moreover, client will be charged on his credit card for a supplement of 25.00 EUR +VAT as additional handling fee. This supplement will be applied for all fines, tolls, parking tickets, and any other penalty or charge issued by the Authority related to the vehicle for the rental period while car was in client possession.

Restricted traffic zones and unauthorized car access

Use of the Rental Vehicle within the restricted traffic and controlled-access zone surrounding Dubrovnik Old Town.

The restricted zone includes, but is not limited to, the wider area surrounding Dubrovnik’s historic city center and access roads including Ilijina Glavica, Zagreba?ka Street, Viktorija, Pile, Plo?e, Boninovo and other connected streets, roads, and access points regulated by local authorities through traffic signs, cameras, warning systems, barriers, permit systems, or other access-control measures.

The Customer acknowledges and accepts that:

access restrictions are imposed and controlled by local authorities and third parties independent from the Rental Company,
the Customer is solely responsible for verifying whether entry, circulation, stopping, parking, or transit with the Rental Vehicle is permitted before entering such areas,
lack of knowledge, GPS routing, navigation instructions, traffic congestion, misunderstanding of local regulations, absence of physical barriers, or inability to recognize the restricted zone shall not exclude or reduce the Customer’s responsibility,
any unauthorized entry or use of the Rental Vehicle within such restricted zones constitutes a material breach of the Rental Agreement and Terms & Conditions.

In the event of unauthorized entry, access, circulation, stopping, parking, or transit within the restricted Dubrovnik Old Town traffic zone, the Customer shall be liable for a contractual fine in the amount of EUR 1,580.00 plus all related administrative, handling, processing, legal, case-management, collection, and third-party costs incurred by the Rental Company in connection with the violation.

The Customer expressly acknowledges and agrees that the contractual fine represents a reasonable and proportionate contractual charge reflecting the operational, legal, administrative, reputational, and financial risks associated with unauthorized vehicle use within regulated access zones and does not exclude the Rental Company’s right to claim any additional damages, costs, penalties, losses, or liabilities exceeding the contractual fine amount.

By accepting the Terms and conditions and rental Agreement, the Customer confirms that they have read, understood, and accepted this restriction and related contractual liability in full.

EXTRAS

All extras are optional and must be considered on request and subject to confirmation:

Baby seat 10.00 EUR including VAT per day;

Booster seat 10.00 EUR including VAT per day;

Child seat 10.00 EUR including VAT per day;

Navigation option (sat nav hire) 10.00 EUR including VAT per day;

Additional driver: for each additional driver there is a supplement of 9.00 EUR including VAT per driver per day.

Diesel Guarantee: 30.00 EUR including VAT per rental;

Island Ferry fee: 25.00 EUR including VAT per rental;

Interior Protection: 4.00 EUR including VAT per rental;

Lost documents or number plate (it is mandatory to inform the company and/or get the police report) 331.80 EUR including VAT;

Non return of safety kit (triangle + vest) 82.95 EUR including VAT/ item

Unlawful/improper usage, missing police reports and missing documentation in relation to accidents or theft; the customer will be responsible for the total amount of the damages or theft of the car, plus 60.00 EUR + VAT for the administration fee.

Return It Dirty - Service allows customers to return their rental vehicle in a dirty condition without the need to wash or clean it beforehand. For a nominal fee of 12.00 EUR (including VAT) the company takes full responsibility for professionally cleaning the vehicle (inside and outside) after its return.Customers can pre-select this service during the booking process or at car pick-up. Car can be returned to the rental branch without any cleaning obligations. Service includes: Professional exterior cleaning of the vehicle. Interior cleaning (vacuuming, wiping surfaces, and removing standard dirt). If the vehicle is returned dirty without the “Return It Dirty” option, classic cleaning will be charged at 18 EUR, plus a 6 EUR service charge ( total 24 EUR)

Service does not cover extreme cases of dirt (e.g., food/drink stains, mud on upholstery, or damage caused by negligence). Additional charges may apply for such cases."

Extra Premium Deep Cleaning for improper usage, interior stains upholstery will be calculating depending the cost of the damage, minimum price of the chemical cleaning is 124.42 EUR plus VAT. Can select additonal Interior Protection to cover this expenses up to 300 EUR.

Smoking is forbidden in the car and fine is 825.00 EUR plus VAT

5.1.3 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 our employee takes possession of the Vehicle.

5.1.4 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.

5.1.5 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 our employee. You will not be entitled to the return of any prepaid rental charges. No refund for unused days

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 our 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 or sicilybycar.hr webpages Charges or reimbursement do not apply for pay on arrival vouchers, which are only vouchers valid when booking directly through novarentacar.pro/sicilybycar.hr. If car is not collected or client failed to collect a car on selected dates at selected location according to confirmation voucher they are not charged.

Complaints:

Consumers may submit a written complaint concerning the service provided or NOVA GRATIA d.o.o.’s business dealings with them: a)in person at any NOVA Rent a Car business premises; b) by post to: NOVA GRATIA d.o.o. Cesta Plano 2/A, Plano 21220 Trogir, Croatia OIB: 66126775778, c) by email to: customer@novarentacar.pro

Receipt of the complaint will be confirmed in writing without delay. NOVA GRATIA d.o.o. will provide a written response within 15 days of receiving the complaint and will clearly state whether the complaint is considered justified. The complaint should include the consumer’s full name and a postal or email address to which the response can be delivered. To help us process the complaint efficiently, consumers are also encouraged to provide their reservation or Rental Agreement number, where available.

Notice! Rates and conditions subject to change without any prior notice.