Frequently Asked Questions

Welcome to our Frequently Asked Questions (FAQ) section, designed to provide you with quick and concise answers to common queries. Whether you're a new visitor or a longtime user, this section aims to streamline your experience by addressing frequently raised concerns. Explore the categories below to find the information you need.

01.

Before Rental

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02.

Booking process

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03.

Car Pickup

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04.

During rental

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05.

Car Return

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How old do I have to be to rent a car with Avax?
  • Authorised driver should be 22 years old.
    If the customer is in the age range 18 -21 Young driver fee applies + Premium insurance. 
    If the customer is in the age range 71 -80 Senior driver fee applies + Premium insurance. 
    Authorised driver must have drivers license held for minimum of 2 years with no major endorsements (if not Young driver fee + Premium insurance will be applied)
Do I need a credit card to rent a car? 
  • No, There is no need to hold a credit card if you decide to pay the car rental cost upon arrival.We allow renting a car without a credit card for some special circumstances and for Small, Economy and Intermediate car categories.

    Please have a note that if you don't own a credit card it is mandatory to select Premium insurance + No credit card fee

  • »»»Tick the checkbox   I don't have a credit card and continue with booking process.«««
What payment methods are accepted?
  • We accept all major credit cards: MasterCard, Visa and American Express, Debit/electronic cards, Transaction payment and Cash.
  • The credit card holder must be present during payment process.

  • Have a note that pre-authorisation of Excess fee is possible only via credit card, so if you don't own a credit card it is mandatory to select Premium insurance + No credit card fee and you can rent a car with us ! 

Can I pickup the car in one location and return to another?
  • Avax rent a car offers numerous locations for car rental in Croatia. You can choose any location we offer for pickup and any of our locations to return the car and experience One-way car rental in Croatia.

  • We offer car rental in most major destinations: Split Downtown and Split Airport, Dubrovnik Downtown and Dubrovnik Airport, Zadar Downtown and Zadar Airport, Zagreb Downtown and Zagreb Airport and its surroundings.

  • Check all of our locations and choose the ones you want.


I don't see location I need?

  • If you don't see location you need we offer special delivery/collection services for destinations up to 10 km from our locations.
    More distant destinations are on request. 

Can I cross borders with a rented car?
  • Cross Border Rentals are allowed without additional charge to the following countries: ALL EU COUNTRIES(Except Greece), Bosnia, Serbia and Montenegro.

    For North Macedonia, Albania & Kosovo fee applies; 80Eur for rental period; option can be selected under the Addons section.

    We do not allow rented vehicles to go to the following countries: Greece, Romania, Bulgaria, Moldova, Ukraine, Belarus, Turkey, Estonia, Latvia, Lithuania, and Russia unless we have given you written permission to do so
What are possible additional fees?
  • When thinking about your car reservation your requests can result in additional fees.

  • Out of working hours fee - Official working hours are 8:00-20:00, but we offer possibility to pickup and/or return the vehicle before or after. This fee is fixed 50Eur for pickup or dropoff.

  • No credit card fee - Applies if customer does not own a valid credit card but still wants to rent a car with us. Have a note that Premium insurance is mandatory selection when you don't own a credit card.

  • One way fee - We offer variety of one way rentals in Croatia. You can pickup the car in any of our offices in Croatia and return it also to any of our locations. One way fee will be automatically indicated as it depends on pickup and return locations.
What are differences between START, MEDIUM and PREMIUM insurance?
  • Start insurance package is included in the basic rental price. It is no additional cost to the rental price and a lessee is liable for rented car damages up to the amount of excess fee. Excess depends on vehicle category and is in the range from €750,00 to €1.500,00. Start insurance includes CDW and TP.

  • Medium insurance package is additional cost to the rental calculated by vehicle category and rental duration. With medium insurance package, lessee partially reduces excess amount. Excess depends on vehicle category and is in the range from €250,00 - €450,00. Medium insurance includes: CDW, TP, RE, SCDW and PAI.

  • Premium insurance package is additional cost to the rental calculated by vehicle categroy and rental duration. With premium insurance package lessee completely reduces excess amount to €0,00. Premium insurance package is full insurance and it fully declines lessee's risk and responsibility. Lessee is obligated to respect and follow Terms and conditions provided by lessor. Premium insurance includes: CDW, TP, RE, SCDW, PAI and WUG.

  • On our website you can find all details about Insurance and protection.
Does the rental include some kind of third party liability insurance?
  • Our legal responsibility is to have Third Party Protection

    All vehicles are insured against liability for damage caused to a third party
How do I make a reservation?

Making a reservation for a car rental with us is easy and a straightforward process. Here's a step-by-step guide:

  1. Go to the official website of the Avax rent a car

  2. Enter Rental Details - Enter pickup/return locations, dates and times for a car rental service

  3. Search for Available Cars - You will have displayed all available cars from which you can choose. You can filter car categories and transmission to make ti easier for you to select wanted vehicle

  4. Choose insurance - You will need to select insurance type. If you own a credit card you can select any insurance you want. If you don't own a credit card it is mandatory to select Premium insurance 

  5. Extra services - Choose any additioal service you need for your travel. All additional services are listed and can be selected for your car rental

  6. Driver informationEnter driver information, including your name and contact details

  7. Confirm reservation - Before confirming your reservation, review the rental terms and conditions. Once you've reviewed all the details and provided the necessary information, proceed to confirm your reservation. You will receive a confirmation email with the reservation details and a confirmation number.
What if I need to cancel my reservation? undecided
  • Cancellation of your reservation is easy process. You can change or cancel your reservation at any point prior to the rental pickup.There are no charges incurred for re-booking and cancellations. 

  • You can cancel reservation via our website. Just insert you email address and reservation number and you can cancel it on your own.

  • We can also cancel reservation for you. In this case please inform us as soon as possible. 
    Email us at: hi@support.avaxrent.com and make a note that you want to cancel.

How much does it cost to rent a car?
  • It is simple to find out how much does a car rental cost. First you can check our fleet and find vehicle that suits you most. Prices variate throughout the year, so the most accurate is to select pickup and return locations, dates and times and check vehicles available. Price shown is rental price.

    Total price depends whether you want to select insurance and/or any addons for your rental. 

    You can also ask for personalized car rental offer directly from us. Contact us on hi@support.avaxrent.com and get personalized offer created just for you !
Can you deliver the car to my hotel, apartment or meeting point?
  • If you find it more convenient for you to pickup and/or return the vehicle at locations we don't officialy have available or at specific address of you accomodation, we offer Special car delivery service. 

  • Service is available for addresses up to 10 km from our least distant location and costs 35Eur for each delivery/collection.

  • Special car delivery is also available on special request. Request can be made at: hi@support.avaxrent.com
What if my flight is delayed? 
  • Have no worries, we keep your car and wait for you until you arrive !  

  • When making a reservation for car rental via our website, we offer possibility to insert flight number. That way, our car rental agent can track down your flight and be prepared for possible delays. 

  • Have a note that additional fees are possible to apply if car pickup/return is made outside of official working hours.
Is it possible to modify my car rental reservation? 
  • Modifying your reservation is easy process. You can change  your reservation at any point prior to the rental pickup.There are no charges incurred for re-booking. 

  • You can modify reservation via our website. Just insert you email address and reservation number and you can modify it on your own.

  • We can also modify reservation for you. In this case please inform us as soon as possible. 
    Email us at: hi@support.avaxrent.com and make a note that you want to modify reservation along with changes you want to make.
What is included in rental price?
  •   Unlimited kilometers 
  •   No hidden costs ( price you see is the price you pay)
  •   Cross border
  •   24/7 customer service
  •   Free Cancellation up to 48 hours before arrival
  •   Second driver
  •   Ferrying the car to any island in Croatia.
If I select Premium insurance do I need to leave any deposit?
  • If you select Premium insurance option your deposit for excess will be reduced to zero, this means that, if you do a damage to our car or you do a damage to other car, you will be fully covered.

What to do in case of car accident?

  • Immediately calling and waiting for the arrival of police officers

    Report incident to Avax rent a car representative (phone or email)

    Collecting personal data of the participants in the accident (name, surname, VAT number/OIB, address, identity card number, driver's license number, user of the vehicle, vehicle's insurance company information, vehicle insurance policy number, contact phone, etc.)

    Enclosing all police reports on the accident or damage, as well as the results of the breathalyzer test when returning the vehicle

  • ? Due the insurance policy, POLICE report is mandatory in case of any car incident.
    Calling the police station and submitting written report of the accident to police, even in case of slight damage is obligation. If any of mentioned above lessee fails to do he/she will be liable for all consequences lessor may suffer therefore. In case of any damage, police report is mandatory(as stated above) otherwise even with extra insurance purchased has no value.
What documents do I need to have on pickup?
  • On pickup driver needs to have ID document (Identity card or passport) and driver's license.  

  • International driver's license is requested only if original driver's license is not written with latin alphabet letters.
Do I need to fill Online Check-In?
  • Online Check-In form is available for everyone after finishing reservation process. Online Check-In is not mandatory and it is optional to fill, but it can offer several perks such as:

     Time-Saving - Online check in reduces waiting time on pickup and enchants your travel experience from very beginning.

     Convenience - It can be filled via any smartphone, tablet or computer and from the comfort of your home.

     User-Friendly - Easy to navigate and simple to use, online check in is designed to be smooth and fast for our customers.

     Secure Handling - We ensure data privacy and security. Our Privacy policy is also available on our website. 

Can I pick up a car outside of working hours?
  • Our official working hours are from 8:00-20:00 but we offer possibility to pickup and/or return the vehicle outside of those hours.

  • Pickup and/or return of the car can be before opening, from 5:00-8:00

  • Pickup and/or return of the car can be after closing, from 20:00-23:00

  • Each service is fixed at 50Eur 
What does meet&greet mean?
  • Meet&greet means that rental location is meeting point, and not a direct office. We offer a variety locations for meet&greet and we bring the process smooth and easy. Our rental agent contacts you and delivers the vehicle to the meeting point. Meeting point for meet&greet location is predetermined.

  • Our main meet&greet locations provides an opportunity to: rent a car in Omis, rent a car in Trogir, rent a car in Korcula City/Port or rent a car in Podstrana.

  • All of our meet&greet rental locations are available for contact and reservations.

Can I drive outside of Croatia?
  • Cross Border Rentals are allowed without additional charge to the following countries: ALL EU COUNTRIES(Except Greece), Bosnia, Serbia and Montenegro.

    For North Macedonia, Albania & Kosovo fee applies; 80Eur for rental period; option can be selected under the Addons section.

    We do not allow rented vehicles to go to the following countries: Greece, Romania, Bulgaria, Moldova, Ukraine, Belarus, Turkey, Estonia, Latvia, Lithuania, and Russia unless we have given you written permission to do so.
Do I need to return the car with full tank?
  • Fuel tank will be full or partly full when you pickup your car
    The Lessee has to return the vehicle with the same level of fuel as delivered except if Lessee pre-purchased fuel
    If you don’t return the vehicle with the same level of fuel as delivered, we will charge you price per litre to fill the missing fuel + refuelling Service 
    There are no refunds for unused fuel

  • Pre-purchase fuel addon menas that you will get the car with full tank on pickup and you can return it empty. This option comes in handy if your rental is longer and you will have limited time to go to the petrol station to fill in the car before returning it to the rental company.
Is mileage unlimited?
  • Unlimited kilometers/mileage is included in our rates
    Please have a note that this is subject to our fair usage policy.

    For rentals generally it is allowed 600 km per day.
    Eventual extra will be charged per price list (0,20Eur/1 km).
    Standard monthly mileage is up to 4500 km
What if the car breaks down? What should I do?
  • In case of accident, vehicle damage, breakage, theft or other similar circumstances the driver is obliged to:

  • Immediately calling and waiting for the arrival of police officers
    Report incident to Avax rent a car representative (phone or email)
    Collecting personal data of the participants (in case of car accident or theft) 

What to do if I get parking ticket or other traffic fines?
  • By accepting our Terms and conditions you accept your responsibility in case of receiving any parking tickets and traffic violations related fines.
  • Parking ticket can be paid at any post office or bank in Croatia.

    For any unpaid tickets and or traffic violations related fines we apply our Privacy policy. 

    Tickets and appended administrative sanctions resulting from any violation of the Croatian Traffic law during rental period, is solely the lessee's responsibility. If any such administrative sanction is not disclosed to the company at the end of the rental period (contract), the violation will be charged to the lessee.
Can I keep the car longer than I've planned?
  • It is possible to keep the car longer !

  • Personally request an extension of the agreed rental period from the Lessor at least 24 hours before the expiration of the rental period
  • Extending reservation in period less than 24 hours before expiration of your rental period is possible on request.
How does car return process look like?
  • Return of car instructions:

    Car needs to be returned during the official working hours or agreed time

    If You return the car outside of official working hours additional cost applies
     
    Returning the vehicle 1h after-hour is free of charge, we call it Grace period

    Lessee will be provided with a clean vehicle ready for rental and is supposed to return a vehicle in the same condition
    Excessive dirty vehicle interior or stained upholstery will be charged to the Lessee locally at the vehicle return
    There is no refund for early car return

    The lessee has to return the vehicle with the same level of fuel as delivered.
    There are no refunds for unused fuel.
Do I get a refund if I return the car earlier than booked?
  • You can return the vehicle before return date and/or time on rental agreement

    Please note, rental charges will remain the same, meaning there are no refunds for earlier car return.

How long does it take to get excess fee back?
  • Excess fee is maximum amount of lessee's liability and depends on insurance type and vehicle category
  • Excess amount is a pre-authorised amount on lessee's credit card

    After car return process we release excess amount (if no additional charges should be made).

    Important note ! ⇒ Your debit/credit card issuer’s policy will apply for your account being credited for the excess, which may not be immediately available. Usually it takes from 7 to 30 days. Please note that this availability period and time procedure is not determined by Avax rent a car.
What to do in case of car accident?
  • Immediately calling and waiting for the arrival of police officers

  • Report incident to Avax rent a car representative (phone or email)

  • Collecting personal data of the participants in the accident (name, surname, VAT number/OIB, address, identity card number, driver's license number, user of the vehicle, vehicle's insurance company information, vehicle insurance policy number, contact phone, etc.)

  • Enclosing all police reports on the accident or damage, as well as the results of the breathalyzer test when returning the vehicle
What to do if I get parking ticket or other traffic fines?
  • By accepting our Terms and conditions you accept your responsibility in case of receiving any parking tickets and traffic violations related fines.
  • Parking ticket can be paid at any post office or bank in Croatia.

    For any unpaid tickets and or traffic violations related fines we apply our Privacy policy

    Tickets and appended administrative sanctions resulting from any violation of the Croatian Traffic law during rental period, is solely the lessee's responsibility. If any such administrative sanction is not disclosed to the company at the end of the rental period (contract), the violation will be charged to the lessee.
What if I return the car later that agreed?
  • As a rental company we offer Grace period time of 1 hour for later return 

    If a vehicle is returned more than 1 hour of agreed time, daily rental cost will be charged to the Lessee

  • Have a note that it is possible to be charged for additional fees if situation applies to you (out of working hours return)
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