Waiver and protection options

Damage

What products reduce the amount I have to pay if the vehicle is damaged during the rental?

If you have Damage Waiver (CDW) and the vehicle, keys, any accessories or any vehicle documents are damaged, the amount you have to pay for the damage will be reduced to no more than the excess stated on your rental agreement meaning you'll pay for the cost of repair or replacement plus a damage processing fee of EUR 60 +VAT or the excess, whichever is less. If you can show the damage was not in any way your fault or due to your negligence, we will refund these costs to you. If you can show the damage was less than we said, we will refund you the difference.

How much is the excess?

This is stated on your rental agreement, and also in your booking confirmation email. You can reduce the excess even further by buying an excess reduction product. This also reduces the administration fee.

How do I get Damage Waiver?
In most cases, Damage Waiver is provided with the vehicle as standard. If it's included, it will be stated on your rental agreement and in your booking confirmation email. If it isn't included, the price depends on the vehicle you're renting and the place you're renting it from. But you can expect it to cost between EUR 15 + VAT and EUR 85 + VAT 17% per day. For more information please send an e-mail to customer-service@avis.ba

Is there an excess reduction product available to reduce my excess further?

Yes, Premium Coverage is an excess reduction product which reduces your excess to zero. The price depends on the vehicle and location but you can expect it to cost between EUR 35 + VAT and EUR 85 + VAT 17% per day. For more information please send an e-mail to customer-service@avis.ba

Will I need to pay if the windscreen or any other window is damaged?

Yes. However, Windscreen Protection reduces the amount you have to pay if the windscreen or any other window is damaged to zero. Having windscreen protection also means you won't pay an admin fee.

How do I get Windscreen Protection?

If you've bought Premium Coverage, it will be stated on your rental agreement. That is the only product that covers the cost of broken or damaged windscreen.

What happens if I damage any optional extras, I rent from you?

If any optional extras are damaged, you have to pay for the cost of replacement, or their estimated repair costs in addition to the rental fee.

Are there any times when the excess would not apply?

Yes, the amount you pay will not be reduced if damage was caused by or as a result of:

• Water or fire damage, that was not your fault.
• Driving the vehicle without due care and attention
• Driving or using the vehicle in breach of your contract

What do I have to pay if I don't have Damage Waiver?

If the vehicle, keys, any accessories or any vehicle documents are damaged during your rental, unless you can prove the damage was not in any way your fault or due to your negligence, you'll have to pay:

• Either the cost of replacement, or the estimated repair costs – whichever is cheaper
• Plus, our loss of use
• Plus, an administration fee

Where can I find information of damage charges I've paid?

If we find damage, we'll charge the amount you have to pay to your card. You can ask us to send you a receipt by email, and all of the details of your charge.

Theft

What products reduce the amount I have to pay if the vehicle is lost or stolen during the rental?

If you have Theft Protection waiver (TP) and the vehicle is stolen, the amount you have to pay will be reduced to no more than the excess stated on your rental agreement meaning you'll pay for the cost of repair or replacement or the excess, whichever is less. If you can show the damage was not in any way your fault or due to your negligence, we will refund these costs to you. If you can show the damage was less than we said, we will refund you the difference. If you can show the loss or theft was not in any way your fault or due to your negligence, we will refund these costs to you.

How much is the excess?

This is stated on your rental agreement, and also in your booking confirmation email. You can reduce the excess even further by buying an excess reduction product. For more information, please send an e-mail to customer-service@avis.ba

How do I get Theft Protection waiver?

In most cases, Theft Protection waiver is provided with the vehicle as standard. If it is included, it will be stated on your rental agreement and in your booking confirmation email. If it isn't included, the price depends on the vehicle you're renting and the place you're renting it from. Theft Protection is mandatory in BiH and already included in the rate.

Is there an excess reduction product available to reduce my excess further?

Yes, Premium Promo and Premium are an excess reduction product which reduces your excess to zero. The price depends on the vehicle and location but you can expect it to cost between EUR 35 + VAT and EUR 85 + VAT per day. For more information, please send an e-mail to customer-service@avis.ba


What happens if I lose any optional extras, I rent from you or if they are stolen?

If any optional extras are lost or stolen, you have to pay for the cost of replacement in addition to the rental fee.

Are there any times when the excess would not apply?

Yes, the amount you pay will not be reduced if the loss or theft was caused by or as a result of:

• Keys being left in the vehicle
• Keys being lost or stolen
• Using the vehicle in breach of the contract

What do I have to pay if I don't have Theft Protection?

If the vehicle, keys, any accessories or any vehicle documents are lost or stolen during your rental, you'll have to pay:

• The cost of replacement
• Plus our loss of use
• Vehicle idle time
• Damage administration fee

If you can show theft was not in any way your fault or due to your negligence, we will refund these costs to you.

Where can I find information of theft charges I've paid?

If a loss or theft has occurred, unless you can prove the theft was not in any way your fault or due to your negligence, we'll charge the amount you have to pay to your card. You can ask us to send you a receipt and all the details by email.

Damage to people and their property

What do I have to pay if I injure someone whilst driving?

Third Party Liability (TPL) cover is provided with the vehicle as standard. This means that if you have an accident in our vehicle and you injure someone,

What payment cards do we accept?
We accept:

• American Express
• Visa credit cards
• Visa debot cards
• MasterCard credit
• MasterCard debit cards
• Payless-issued charge cards
• Visa Electron cards
• Maestro cards

We don't accept Cirrus cards, JCB cards, any pre-pay cards even if they carry the Visa or MasterCard logo or any other cards not listed above.

Can I pay by cash?

We do not accept cash

What happens if I am late in making payment?
If you are late in paying us, interest will be calculated at the official discount rate in force increased by 5 percentage points, but always respecting the legal limits.

At the time of rentals, the driver must present a valid drivers license in the drivers name from their country of residence.  Customers presenting a drivers license in a non-Roman alphabet must also present an International Driving Permit (IDP) to serve as a translation in addition to their valid drivers license..

Public liability insurance is in accordance with the insurance laws of the country.  Customer may inquire at the time of rental for additional information of the benefits, conditions and acceptance.

Note: Some credit cards provide insurance coverage, with certain limitations, as a benefit of using the card to rent vehicles.  The customer is advised to contact the card issuer before the rental.  Any waiver must be discussed directly with the location upon arrival.

How old do I need to be to drive a rental vehicle?

To drive our vehicles, you and all of your drivers need to be at least 21 years old and have held a full, valid driving license for at least 2 years at the start of your rental. For some groups you need to be 23 and for some 25 years old. For more details, please send an e- mail to customer-service@avis.ba

How do I know if there are minimum age restrictions on my rental?

When you book, you'll be told if there are any minimum age restrictions for the vehicle you request. If you're not sure, please check your booking confirmation email or call the reservations team.

I'm under 25; do I need to pay a young driver surcharge?

If you or any of your drivers are under 25 when you pick up the vehicle, you will each have to pay a young driver surcharge. The cost for this is EUR 12.00 + VAT per day, for each driver.
If you rent the vehicle for more than 15 days, you’ll only be charged for a maximum of 15 days and get cover for the duration of your rental, up to 30 days.

Are there any maximum age restrictions?

No, so long as you hold a full, valid driving license for at least 2 years.

Should I bring the vehicle back with a full tank of fuel?

Yes. The vehicle will normally be supplied with a full tank of fuel. You must return it to us with the same amount of fuel it had in it when you picked it up usually a full tank as shown on the factory-installed fuel gauge. We recommend you fill up as close to the return location as you can on the return date and keep the receipt to show us. If you don’t return the vehicle with a full tank and you can't show us a receipt for fuel we will charge you.

Fuel Options

I plan to travel more than 120 kilometers, and want peace of mind, do you have a fuel option for me?

Yes, with Fuel Up Front you pay for a full tank of fuel, based on the manufacturer's stated fuel tank capacity for your vehicle plus our costs of refueling the vehicle for you. Then you just return the vehicle with whatever's left in the tank (even if it's virtually empty) so long as the engine still runs.

How do I calculate the cost of Fuel Up Front?

Depending on where you're renting, we charge the average fuel price (VAT excluded) at the start of your rental period as stated on this EU fuel index: http://ec.europa.eu/energy/observatory/oil/bulletin_en.htm However, you don't get a refund for any fuel you don't use.

Can I get Fuel up Front at any time?

No, if you want to take advantage of Fuel Up Front, you must ask for it during the booking process or when you pick up the vehicle.

I plan to travel less than 120 kilometers; do I still need to fill up?

Yes, often the fuel gauges still look "full" so we ask you to fill up the tank near to the return location and show us a copy of the receipt.

What are my options if I don't return the vehicle full and haven't bought Fuel up Front?

Pay on Return will apply if you have driven more than 120 kilometers and:

• Don't buy Fuel Up Front
• Don't return the vehicle with a full tank

How do I calculate the cost of Pay on Return?
You pay for fuel based on the factory-installed fuel gauge rounded down to the nearest eighth (1/8) of a tank. This is based on the manufacturer's stated fuel tank capacity.

We charge the average fuel price at the end of the rental period for Bosnia and Herzegovina as stated on this EU fuel index: http://ec.europa.eu/energy/observatory/oil/bulletin_en.htm . The price per liter will be stated on your rental agreement plus a Refueling charge fee of EUR 40 + VAT 17%. This charge covers our cost of driving to the nearest petrol station at short notice, and potentially delaying the next customer's rental.

Driving Licenses

Do I need to bring my driving license with me?

Yes. All drivers must bring all parts of their valid driving license with them. They must bring both their driving license and either an international driving license or an official English translation, by a notary, of their driving license if:

• A driving license was issued in Europe and you are renting in a country outside Europe
• Or a driving license was issued in a non-European country, and you are renting outside that country
• Or a driving license was issued in a non-roman alphabet like Arabic, Greek, Russian, Hebrew or Japanese.

Is there a minimum length I must have held my license for?

Yes. All drivers must have held their licenses for at least 2 year. If a license does not show the driver has held it for the minimum period, then they must provide evidence, such as:

• Previous driving licenses
• Or a letter from their driving license authority stating that they have held it for this minimum period.

I have unspent convictions on my license, can I drive?

If any driver has any unspent driving convictions for:

• careless, reckless or dangerous driving,
• driving or attempting to drive whilst under the influence of drink or drugs,
• using a vehicle uninsured against third party risks
• theft or unauthorized taking of a vehicle
• been disqualified or if you have two or more unspent convictions for offences not listed above unfortunately, you will not be able to drive our vehicles.

ID requirements

Do I need to bring proof of identification?

Yes, you must bring:

• the payment card that was used to make your booking. For some vehicles, two payment cards in your name will be required. One of these must be the payment card used to make your booking.
• photo ID featuring a recognizable photo taken in the last 10 years. We will accept your passport or driving license if it contains a photo, a national identity card or any other form of government-issued identification.

You may also need to bring proof of where you live. This could include a recent utility bill or bank statement. If your driving license shows your address, we will accept it as proof of your address.

Other requirements
Will I need to give a pre-authorization or pay a security deposit?

Yes, you must give us a pre-authorization on your payment card before we release the vehicle to you. A pre-authorization holds money in your account.

What do I need to do to give a pre-authorization or security deposit?

You'll need to give us a payment card in your own name that has enough money available on it. Find out more: see the "Payments Options" section in this document.

How much is the pre-authorization?

The value depends on factors such as the season (high or low season), the length of the rental, the rental location, the rented car group, any ancillaries requested, any recognized discounts.
The value pre-authorized will be automatically calculated by the system using the information provided by the customer.
The calculation will take into account:

• The estimated rental value
• Excess for the damages (if it's not reduced by buying waivers)
• USD 110 (converted to EUR on the check-out date) as the average value of a full tank of fuel

If you have selected our Pay Now option, when booking, the sum you have paid will be deducted from the value to be pre-authorized.

Can I let anyone else drive?

Yes, but only if we have approved them.

You must not let anyone else drive the vehicle.

We charge a fee for every Additional Driver we allow to drive the vehicle. The price is EUR 12,00 +VAT per day, per driver.
All additional drivers must meet our age, driving license and ID requirements. Find out more: see the "Age Information" and "Driving License and ID requirements".

If any additional driver is outside of our age restrictions, we will also charge a driver surcharge. Find out more: see the "Age Information".

Do you offer a 'meet and greet' service?

Yes. For more information send us an email at customer-service@avis.ba

Can I pick up the vehicle outside your normal opening hours?

Yes, some airport and train station rental locations offer an out of hour's pick-up service where you can collect the vehicle and any optional extras outside the rental location's normal opening hours.
The out of hour's pick-up fee is 50,00 EUR + VAT 17%
In order to receive the confirmation of the service, Customer has to call our Reservation Team or the rental Station directly.

Can I smoke in the vehicle?

No. In our vehicle smoking is not permitted. If we believe anyone has smoked in the vehicle during the rental period, a specialist cleaning charge will apply EUR 150,00 + VAT 17%

I have been caught speeding, and didn't pay a parking charge, what will I have to pay?

You are responsible for all fines and charges issued as a result of you or your additional drivers using the vehicle. Fines and charges could include:

• All parking fines or charges
• Toll charges
• Towing charges
• Clamping costs
• Traffic fines or charges
• Speeding fines
• And any other charges or fines

If a fine or charge is sent to us because you haven't paid a charge or complied with the law, we will take payment for:

• Our administration fee of EUR 60,00 + VAT 17% for each fine or charge issued
• Plus the fine or charge if we have to pay it

I've left the interior of the vehicle very dirty and made it smell. Will I be charged to clean it?

Yes, if the interior of the vehicle is especially muddy, dirty, stained or smelly, and our standard cleaning procedure will not fix it, you will be charged a Specialist Cleaning Charge EUR 150,00 + VAT 17%

Roadside Assistance

What happens if I break down because of a mechanical failure?

All our vehicles are maintained to the manufacturer's standards, and they're roadworthy when you pick them up so mechanical failure in our vehicles is rare. So long as you're using the vehicle in a country we've agreed to, we provide roadside assistance or recovery free of charge. You can only use our roadside assistance provider to help you. You'll find their contact details inside the vehicle.

What happens if I break down because of a non-mechanical failure or in another country?

You must tell us if you break down or have an accident. If you need roadside assistance, we will arrange this for you, but you will have to pay for it. You will also be charged for any costs we incur getting the vehicle back on the road in the country of rental. This may include, but is not limited to:

• Towing Call out and recovery costs up to a maximum of 200 EUR (unless there is need of a special towing rescue, repatriation, or breach of contract in which the maximum charge could be up to 400 EUR).
• Repair costs
• Loss of use
• Repatriation costs
• An administration fee of EUR 60 + VAT
• Any costs to take you, and/or any of your passengers, to another location.

Provided you are using the vehicle is a country we have agreed to.

You will only need to pay for the costs of any additional items needed to get the vehicle back on the road like fuel or tires.

What happens if I don't return the incident report form or European accident form?

If you are involved in an accident, or the vehicle, keys, any accessories, any vehicle documents or any optional extras are damaged, lost or stolen; you must complete and return an incident report form and if available, the European accident report form.

Can I pick up the vehicle from one rental location and return it to another?
Yes, some rental locations let you collect the vehicle and any optional extras from one rental location and return them to another.

How much is the One-Way fee?

The price depends on the rental location. If you want to pick up the vehicle and return it to a different location in the same country, you can expect it to be between EUR 100,00 + VAT 17% and EUR 220,00 + VAT 17%. If you want to pick up the vehicle in one country and drop it off in another country, you can expect it to be between EUR 400,00 + VAT 17% and EUR 10.000,00 + VAT 17%. For more information please send an e-mail to customer-service@avis.ba

How do I get a One-Way rental?

You can request a one-way rental when you book or you can ask for it when you get to the rental location. If you asked for a one-way rental when you booked, the fee will be included in your rental price.

How much will it cost if I did not request a One-Way rental but return the vehicle to a different location?

You will be charged a one-way fee at the 'pay at location' prices available on the day you return the vehicle.

The prices we give you for optional extras when you book will generally be the price you will pay. Exchange rates or other reasons beyond our control may alter prices.

Customers with disabilities

I have a disability; do you offer adapted vehicles?

No, regrettably, we do not currently offer specially adapted vehicles at this time.

I have a disability; do you offer hand controls?

No, regrettably, we do not currently offer hand controls or panoramic mirrors at this time.

Popular optional extras to rent

I have small children; do you offer child seats?

Yes, we offer Infant seat, Baby seat and Child booster seat. A baby seat is typically suitable for a child from birth to 12 months old and weighing no more than 13 kilos. An infant seat is typically suitable for a child aged 9 months to 4 years old and weighing between 9 and 18 kilos. A booster seat is typically suitable for a child aged 4 to 11 years old and weighing between 15 and 36 kilos.

In some rental locations, we may arrange for a third party to fit the seat for you. But remember, it is always your responsibility to check the seat is fitted correctly before you drive away.

Please note: In the Bosnia and Herzegovina, all children must normally use a child car seat until they’re 12 years old or 36 kg.

How much are your child seats?

The fee for renting a seat will depend on where you're renting but you can expect it to cost EUR 10,00 + VAT per day. Maximum EUR 150,00 + VAT 17% can be charged for rental up to 30 days.

If the seat is damaged, lost or stolen, you will have to pay for a replacement. This is likely to cost between EUR 50+ VAT and EUR 200 + VAT. If you can show the damage or loss was not in any way your fault or due to your negligence, we will refund this cost to you.

I'm not familiar with the area; can I rent a GPS (satellite navigation system)?

Yes, the fee for renting a GPS the price is EUR 15,00 + VAT. If you rent the vehicle for more than 15 days, you'll only be charged for a maximum of 15 days and get to use the GPS for the duration of your rental, up to 30 days.
If the GPS is damaged, lost or stolen, you'll have to pay for a replacement. This is likely to cost

• Loss, Theft and damage EUR 300
• charging cable EUR 30
• support tool for GPS EUR 30.
• GPS bag EUR 30 on top of the hire fee. If you can show the damage or loss was not in any way your fault or due to your negligence, we will refund this cost to you.

Do you offer an audio tour guide service on your GPS?

No, unfortunately we do not offer an audio tour guide service at this time.

I want to be able to access the internet anywhere I go, do you offer a solution?

Yes, we offer Mobile Wi-Fi devices. We provide this service on behalf of a third party so you will need to read and agree to separate terms and conditions with them. We'll give you these terms and conditions at the rental location.
Please note: In many countries, including the Bosnia and Herzegovina, it is illegal to drive while using a handheld mobile phone, tablet or other communications device. It is your responsibility to drive safely and according to the laws of the country you’re driving in.

How much does Mobile Wi-Fi cost?

The fee for hiring mobile Wi-Fi will depend on where you’re renting but you can expect it to be EUR 15 +VAT 17% per day
If the mobile Wi-Fi device is damaged, lost or stolen, you'll have to pay for a replacement. This is likely to cost

• Mobile Hotspot EUR 150.00
• Car Charger EUR 20.00
• Charging Cable EUR 20.00
• Travel case EUR 30.00
• User guide EUR 10.00

The above-mentioned prices do not include VAT and added on top of the hire fee. If you can show the damage or loss was not in any way your fault or due to your negligence, we will refund this cost to you.

I'm intending to drive along toll roads; do you offer a device to make this quicker and easier for me?

No, unfortunately we do not offer any electronic toll charging devices at this time.

Winter equipment to rent
I'm concerned about the road conditions; do you offer all-weather tires?

In Bosnia and Herzegovina having Winter Tires fitted when hiring a vehicle is mandatory between November 01st and April 15th.

I'm going skiing, do you offer snow chains?
Snow chains are also available in some other rental locations. The fee for snow chains depends on where you're renting but you can expect it to be EUR 12,00 + VAT 17% a day. If you rent the vehicle for more than 15 days, you'll only be charged for a maximum of 15 days and get to use the snow chains for the duration of your rental, up to 30 days.

If any snow chain is damaged, lost or stolen, you'll have to pay for a replacement pair. This is likely to cost between
EUR 120,00 + VAT 17% and EUR 200,00 +VAT 17% on top of the hire fee. If you can show the damage or loss was not in any way your fault or due to your negligence, we will refund this cost to you.

We can't fit snow chains for you, and we can't arrange for them to be fitted. Not sure if you need snow chains? Please ask a member of our team.

I'm have brought my own skis with me, do you rent ski racks?

No, unfortunately, we don't offer ski racks

I've left my hands-free kit behind, do you rent them?

No, unfortunately we do not offer hands-free kits at this time.

I'm moving items, do you rent blankets?

No, unfortunately we do not offer blankets at this time.

I'm moving items, do you rent trolleys?

No, unfortunately we do not offer trolleys at this time.

Optional extras available to buy

I've left my USB charger behind; do you sell them?

No, unfortunately we don't offer USB Chargers

I've left my mobile charger behind; do you sell them?

No, unfortunately we don't offer mobile Chargers

I want to charge my device in the car, do you sell car chargers?

No, unfortunately we don't offer mobile car chargers

I've left my iPhone cable behind; do you sell them?

No, unfortunately we don't offer iPhone mobile car chargers

I want to keep the vehicle for longer, what should I do?
If you want to extend the rental, please contact us as soon as possible. At the latest, this should be before the end date and time on your rental agreement. Extra days will be charged at 'pay at location' prices.

What happens if I don't extend the rental?

If you fail to extend your rental and are late returning the vehicle, we will charge you for an extra day's rental plus a late return administration fee for each day or part of a day until the vehicle is returned.
If you fail to extend your rental and are late returning the vehicle, we will on the third day after your agreed return date pre-authorize payment for an additional 5 days' rental charge on your debit card or, 10 days if you are using a credit card, at "pay at location" prices. If you return the vehicle within those 5 or 10 days (whichever applies), you will only be charged for your actual rental days, plus any other charges you owe us.

What countries am I allowed to take the vehicle to?

You are only allowed to use the vehicle in the following countries:

• All countries (and territories) stated in the Cross-Border Insurance card except: Kosovo

Cross Border Fee: EUR 120.00 + VAT