Question 1

Does the desired insurance package have to be selected when booking?

Accepted Answer

It is advisable to select your desired coverage package when booking the vehicle, but you can also choose additional insurance packages when you pick up the car.

Question 2

Is it possible to pick up and return the vehicle outside of the branch office's working hours?

Accepted Answer

Yes, but an additional fee is charged for picking up and returning the vehicle outside of the branch office's working hours. You can check our branch office hours on our website.

Question 3

Is it mandatory to specify the exact pickup time in the reservation?

Accepted Answer

When making a reservation, the exact pickup time must be specified. If there is a change in the pickup time, you must inform the agency at least 12 hours before the scheduled pickup.

Question 4

Is it possible to arrange the return of the vehicle in other cities or countries where Nevian does not have branch offices?

Accepted Answer

Yes, it is possible. For this service, you need to contact our Customer Service.

Question 5

Can the vehicle be returned to a different location?

Accepted Answer

Yes, the vehicle can be picked up at one location and returned to another. If you decide during the rental period to return the vehicle to an address not agreed upon at pickup, you need to notify the agency in a timely manner so that we can arrange for such a service. This service may incur additional costs.

Question 6

Is there a maximum rental duration for a vehicle?

Accepted Answer

The maximum rental duration is not limited.

Question 7

Is there a minimum rental duration for a vehicle?

Accepted Answer

The minimum rental duration is 24 hours. You can use the vehicle for just a few hours, but in any case, one full day of rental will be charged.

Question 8

Is there a mileage limit during the rental period?

Accepted Answer

Mileage limits depend on the number of days and the travel destination. All information related to this type of restriction is highlighted on our website, or you can obtain it by calling our Customer Service.

Question 9

Is it permitted to travel outside the borders of the Republic of Serbia with a rented vehicle?

Accepted Answer

If you plan to travel with the rented vehicle outside the borders of the Republic of Serbia, you are obliged to inform the agency. Crossing the border may be subject to an additional charge.

Question 10

Is it necessary to reserve additional equipment before the rental?

Accepted Answer

To ensure that the desired equipment will be available at the time of pickup, we advise you to reserve additional equipment in advance when booking. In any case, you can request additional equipment without a prior reservation, but the agency cannot guarantee its availability then.

Question 11

What do the additional insurance packages provide?

Accepted Answer

Additional insurance packages reduce your deductible in case of damage. The cost of additional insurance depends on the vehicle category, the chosen package, and the rental duration. Every insurance package is valid only with an official police report.

Question 12

What is a deductible (liability in case of damage)?

Accepted Answer

The deductible is the maximum amount of liability assumed by the client, and its amount depends on the category of the chosen vehicle and the selected insurance package.

Question 13

If I have trouble making a reservation, who should I contact?

Accepted Answer

For all information and questions, you can contact us by phone, e-mail, Viber, or WhatsApp.

Question 14

Is it possible to pick up the vehicle at a location other than the branch office?

Accepted Answer

We deliver vehicles to the address of the client's choice. Vehicle delivery must be arranged at least 24 hours before pickup. The service is charged according to the valid price list for additional services.

Question 15

Can I choose a specific vehicle model?

Accepted Answer

We strive to accommodate our clients' wishes, but we are not always able to provide the exact model chosen. The agency reserves the right to change the vehicle model within the same category.

Question 16

Which credit cards does the Nevian agency accept?

Accepted Answer

We accept the following credit cards: Visa, MasterCard, Maestro.

Question 17

Can I use my credit card to make a reservation for another person?

Accepted Answer

Yes, you can make a vehicle reservation and pay for all rental costs and the deposit for another person, provided that the cardholder is present at the time of vehicle pickup to sign the payment authorization.

Question 18

Is a credit card mandatory for booking a vehicle?

Accepted Answer

A credit card is mandatory for all foreign nationals. Citizens of the Republic of Serbia, i.e., persons holding a valid ID card of the Republic of Serbia, can pay for the rental and deposit in cash, in which case the rental is paid exclusively in the Dinar equivalent at the middle exchange rate of the National Bank of Serbia. For certain vehicle categories, a credit card is mandatory regardless of the above conditions.

Question 19

Is a driver's license required for a reservation?

Accepted Answer

When making a reservation, you need to send a copy of your driver's license to info@nevian.rs, or via Viber or WhatsApp to +381 64 222 8222. A Nevian rent-a-car vehicle can only be picked up by a person with a valid driver's license.

Question 20

How do I book a vehicle?

Accepted Answer

You can book your vehicle online on our website, by calling our contact phone number, or by calling or messaging us via Viber or WhatsApp. Online bookings are available 24/7. For all other booking options, we are available every day from 8:00 to 22:00. Bookings must be made at least 2 hours before vehicle pickup. All online bookings made between 8:00 and 22:00 will be processed as soon as possible. Bookings made between 22:00 and 8:00 the next day will be processed at the start of business hours.

Question 21

Is it possible to pay for the rental with someone else's credit card?

Accepted Answer

If you are paying with a card that is not in your name, the cardholder must be present to sign a consent form.

Question 22

Can I transfer my reservation to another person?

Accepted Answer

You can transfer your reservation to another person. Please inform the agency about this. The person picking up the vehicle must present their personal documents at pickup.

Question 23

Can someone else pick up the vehicle on my behalf?

Accepted Answer

You can only pick up your vehicle by coming to the agency in person.

Question 24

What documents do I need to bring for vehicle pickup?

Accepted Answer

At pickup, you need to present a valid driver's license and an ID card or passport. Driver's licenses not issued in the Latin alphabet must be accompanied by an international driving permit.

Question 25

How do I cancel a reservation?

Accepted Answer

If you wish to cancel your reservation, you need to inform the agency in a timely manner.

Question 26

Is it possible to change an existing reservation?

Accepted Answer

We can make changes to your reservation upon your request. Any change to a reservation must be confirmed by the contact center.

Question 27

After making a reservation.

Accepted Answer

You will be notified about the receipt of your reservation via email.

Question 28

Can the deposit be left in cash?

Accepted Answer

It is possible to leave the deposit in cash if you have a valid ID card or passport of the Republic of Serbia. Foreign nationals must provide the deposit exclusively via a credit card.

Question 29

How long after returning the vehicle is the deposit refunded?

Accepted Answer

If the deposit was paid in cash, it is returned immediately after the vehicle is returned. A deposit that was pre-authorized on a credit card is released at the end of the rental, after rental costs are deducted from it. The refund of the deposit or the remaining balance to your account is usually processed automatically, and at the latest within seven working days.

Question 30

What costs may arise during the rental that are not covered by Nevian Rent a Car or additional insurance?

Accepted Answer

• Loss or theft of luggage and/or personal belongings in the vehicle • Fines for traffic violations, illegal stopping and parking, as well as parking ticket costs • Costs incurred from using the wrong type of fuel • Costs for a lost, stolen, or damaged vehicle key • Costs for lost, stolen, or damaged vehicle documents • Costs for damage caused by negligence – e.g., a dead battery • Costs incurred from locking the key inside the car • Costs for damage to the vehicle's interior • Costs for loss of equipment (spare tire, tire repair kit and associated tools, trunk roller cover/shelf, and folder with vehicle documentation and user manual) • Costs for damage to additional equipment • Costs arising from misuse of the vehicle • Costs arising from failure to comply with the vehicle maintenance conditions specified in the provided service booklet • Costs of vehicle damage caused under the influence of alcohol or drugs • Costs of recovering the vehicle from inaccessible areas (e.g., extracting the vehicle from mud if not using primary roads) • Costs incurred from driving on unpaved roads • Costs incurred during racing or participation of the vehicle in sporting events • Costs incurred due to overloading the vehicle with people or cargo • Costs for damages caused by a person not listed as the main or additional driver in the rental agreement • Costs incurred in cases where the driver or additional driver listed in the rental agreement does not have a valid driver's license or is prohibited from operating a motor vehicle • Other: damage to windshield wipers and locks, theft or loss of external vehicle parts without a police report, costs of damage caused by the use of roof racks or luggage on racks, damage caused by loading or unloading cargo or luggage, and placing cargo or luggage on the roof, hood, etc., as well as costs caused by ignoring the vehicle's audible and visual warnings.

Question 31

Which credit cards do you accept?

Accepted Answer

We accept the following credit cards: Visa, Visa Electron, MasterCard, Maestro, DinaCard.

Question 32

Can the vehicle be picked up at a location other than the branch office?

Accepted Answer

It is possible to pick up the vehicle at any desired location. Such a service must be arranged at least 24 hours before the start of the rental. The vehicle delivery fee is charged according to the price list for additional services.

Question 33

Which countries can you travel to with a rented vehicle?

Accepted Answer

You can travel with our vehicle to all European countries. Before traveling abroad, you need to inform the agency, if this trip was not pre-arranged at the time of vehicle pickup.

Question 34

How can I purchase additional vehicle insurance later?

Accepted Answer

If you have already rented our vehicle and have decided to purchase additional insurance, you need to come to our nearest branch office for a vehicle inspection and a change to the agreement.

Question 35

Is it possible to return the vehicle earlier than scheduled?

Accepted Answer

You can return the vehicle earlier than the scheduled return date and time, with prior notification to the agency. In that case, you will pay for the number of days the vehicle was used. However, due to differences in calculation, there may be changes in the daily rental price from the one stated in the original agreement.

Question 36

How to add another driver to the agreement?

Accepted Answer

If you have decided to add another driver to the agreement, you need to come to the nearest branch office with the valid driver's license and ID card or passport of the driver you wish to add. The additional driver must also meet the basic rental requirements (2 years of driving experience). The service is charged from the day it is added to the agreement.

Question 37

Can I rent a GPS, WiFi, or child seat?

Accepted Answer

In our range of additional equipment, you can choose: WiFi, GPS, child seat/booster, winter tires, snow chains. If the equipment is available, you can rent it, and the charge will be made according to the current price list.

Question 38

If you decide to travel abroad during the rental period, what should you do?

Accepted Answer

If you decide to travel abroad during the rental, please inform the agency before your trip to issue a new agreement and potentially activate additional services.

Question 39

Can the vehicle be returned to a different location than the one agreed upon at pickup?

Accepted Answer

You can change the vehicle return location during the rental, but you need to get the agency's consent for such a service. In that case, additional costs may arise.

Question 40

How to extend the vehicle rental?

Accepted Answer

You can extend your rental by sending an e-mail, a message on Viber or WhatsApp, or by visiting our branch office 24 hours before the rental expires. *To extend the rental, you need to obtain the agency's consent and confirmation.

Question 41

What to do if the vehicle documents, license plates, or vehicle key are lost?

Accepted Answer

Report the loss and/or theft of documents and/or license plates to the nearest police station as soon as possible, where you will receive a confirmation of the event. You must present this confirmation to the agency's staff when returning the vehicle. Also, inform the agency about the situation by phone or e-mail within 24 hours.

Question 42

What to do if the vehicle breaks down?

Accepted Answer

If the vehicle breaks down during the rental period, you must inform the agency as soon as possible so we can provide you with the necessary support.

Question 43

What to do in case of a traffic accident during the rental period?

Accepted Answer

In the event of a traffic accident during the rental period, you are obliged to call the police to conduct an on-site investigation and to inform the agency about the accident.

Question 44

When can I expect my deposit to be refunded?

Accepted Answer

You can expect your deposit to be refunded within ten working days at the latest.

Question 45

In case of vehicle damage, how and how much is paid for the damage?

Accepted Answer

If the damage you caused to the rental vehicle is not covered by any additional coverage, it will be charged to you according to pre-agreed rates and in accordance with the selected insurance package, from the funds that were deposited at vehicle pickup. You will also be charged an administrative fee for processing the damage claim. The client is obliged to present all documentation received from the police or another person (police report, breathalyzer test report, completed European accident report) and fill out an accident statement at the branch office upon returning the vehicle. * All damage to the vehicle must be reported to the police and a police report must be obtained, regardless of the chosen insurance package. If you do not have a police report for the incident, you will be charged the full amount of the damage.

Question 46

How can the vehicle rental service be paid for?

Accepted Answer

At vehicle pickup, funds for the rental and the deposit are pre-authorized. The rental costs are charged upon return. Payment can be made in cash or with one of the accepted payment cards.

Question 47

Can I return the vehicle outside of working hours?

Accepted Answer

You can return the vehicle outside of working hours, but you need to notify the agency in advance. This service is subject to an additional charge.

Question 48

Returning the vehicle after the rental.

Accepted Answer

The vehicle must be returned after the rental period specified in the agreement has expired. The return time should be the same as the pickup time. In case of a delay longer than 60 minutes, an additional rental day will be charged.

Question 49

What to do in case of loss or theft of the document folder and/or license plates?

Accepted Answer

Report the loss and/or theft of the document folder and/or license plates to the nearest police station as soon as possible, where you will receive a confirmation of the event. You must give this confirmation to our colleagues at the branch office when returning the vehicle. Also, please inform our technical service about the situation within 24 hours via e-mail and/or telephone.

Question 50

How can the tire pressure warning indicator be reset?

Accepted Answer

If the tire pressure warning indicator light appears on the instrument panel and the central console screen, please adjust the tire pressure to the recommended values according to the sticker on the driver's door frame or the inside of the fuel tank cap. If your vehicle has: INDIRECT TIRE PRESSURE MONITORING SYSTEM: After adjusting the pressure in all four tires, depending on the vehicle model, press and hold the tire pressure indicator switch until you hear a beep, or reset it via the central console screen in the Vehicle Parameters module. DIRECT TIRE PRESSURE MONITORING SYSTEM: After adjusting the pressure in all four tires, the tire pressure warning light and the message on the central console screen will turn off, and you can read the current pressure value for each individual tire via the central console screen in the Vehicle Parameters module. The tire pressure warning indicator may also turn off after a few minutes of driving after the correct pressure has been set.

Question 51

What if the vehicle cannot exceed a certain speed regardless of how hard the gas pedal is pressed?

Accepted Answer

If your vehicle is equipped with a speed limiter, check the cruise control/limiter switch to see if the limiter function is turned off. If not, pay attention to the warning lights and messages on the instrument panel described below.

Question 52

What if the rented vehicle runs out of fuel?

Accepted Answer

If the rented vehicle runs out of fuel while driving, try to stop the vehicle in the safest possible conditions on the roadway, turn on all hazard lights, turn off the engine, engage the handbrake, and place the warning triangle at the prescribed distance from the vehicle. At the nearest gas station, buy a plastic canister and pour at least five liters of the appropriate fuel into the vehicle (check the sticker on the fuel tank cap). If the engine still won't start after several attempts, do not try again to prevent engine damage, then contact technical support. TIP: Never drive with a low fuel level. As soon as the low fuel light comes on and the fuel gauge is below ¼, refuel with the appropriate fuel at the first gas station.

Question 53

How can I check what type of fuel the rented vehicle uses?

Accepted Answer

To be sure what type of fuel your rented vehicle uses, check your rental agreement where the fuel type is specified. For additional visibility, there is also a factory label on the inside of the fuel tank cap. TIP 1: Always add more than 10 liters of fuel to the tank so that the fuel gauge registers the new amount. TIP 2: Always turn off the engine while refueling.

Question 54

What is Auto Hold and does the rented vehicle have it?

Accepted Answer

The Auto Hold function holds the vehicle on a hill for an easier start. This function, if the mechanical/electric handbrake is disengaged, 'holds' the brake for a few moments while the driver moves their foot from the brake to the gas and/or clutch pedal, to prevent the vehicle from rolling backward. Most vehicles in our fleet are equipped with this function, but on our website, you can find the most important technical details and equipment of your vehicle, including whether the vehicle you have rented has the Auto Hold function.

Question 55

What if the vehicle is on and ready to drive, but the mechanical or electric handbrake cannot be disengaged?

Accepted Answer

If your vehicle is equipped with a mechanical handbrake, to disengage it more easily, always press and hold the foot brake while lowering the handbrake lever. Always lift the handbrake lever slightly, then press the button all the way. This will reduce resistance and make it easier to lower the handbrake. If your vehicle is equipped with an electric (automatic) handbrake, it disengages automatically when the vehicle starts moving. However, if your rented vehicle has a manual transmission, the handbrake disengages automatically when you shift into first gear or reverse, while simultaneously depressing the clutch pedal and applying the gas. All vehicle doors must be closed. On Volkswagen, Audi, Seat, and Škoda vehicles, if Auto Hold is engaged, the driver must be wearing a seatbelt. TIP 1: If you park your vehicle on a hill, be sure to engage the handbrake, put a manual transmission in first gear or reverse (for an automatic transmission in position P, and for a semi-automatic in N), then turn the wheels to the side. TIP 2: If the outdoor temperatures are below zero, when parking the vehicle, if possible, do not engage the handbrake to prevent the brake pads/discs from freezing and preventing the vehicle from moving later. If the vehicle has a manual transmission, put the gear lever in first gear; for an automatic transmission, put the lever in position P, and for a semi-automatic in position N (after turning off the engine, the drive axle will automatically lock).

Question 56

What if the vehicle's engine cannot be started?

Accepted Answer

If the vehicle cannot be started, please follow these steps: If you have a mechanical (conventional) key, unlock the steering wheel by moving it left and right until you can turn the ignition on. If you have a Bluetooth key, move the key fob away from electronic devices (smartphone, iPod, etc.).The Bluetooth key must be inside the vehicle, and the doors must be closed. Procedure with an automatic transmission: close all doors, press the brake pedal, the gear lever must be in position P or N during engine start, turn the key past the resistance point or press the 'start' button (depending on the vehicle's equipment). Procedure with a manual transmission: close all doors, press and hold the clutch pedal all the way down, set the gear lever to the neutral position, turn the key past the resistance point or press the 'start' button (depending on the vehicle's equipment). However, if the engine does not start despite the described procedure, and the ignition does not turn on the instrument panel, the vehicle probably cannot be started due to a malfunction. Therefore, check if any message appears on the instrument panel and/or the central screen. Also, check or try to remember if you left any electrical consumers on (lights, radio, etc.), as they can quickly drain the battery and prevent the engine from starting. If you left an electrical consumer on, please try to start the vehicle by obtaining and using jump-start cables. For your own safety and to avoid potential major engine damage, do not try to start the vehicle by pushing it or letting it roll downhill, nor by engaging a gear and suddenly releasing the clutch. This could cause a major and very expensive malfunction. If you cannot start the engine, contact our technical service.

Question 57

What if the rented vehicle cannot be locked?

Accepted Answer

If the rented vehicle cannot be locked, check if the key is mechanically damaged and/or if it has been exposed to moisture (e.g., if the key falls into the sea)? Also, check if you have turned off the ignition and closed all vehicle doors completely. If the answer to these questions is no, the key's battery is probably dead or there is some other electronic fault. But whether you have a mechanical (conventional) or a Bluetooth key, you can always lock the rented vehicle by following the procedure below: MECHANICAL (conventional) key: If the lock on the driver's door is not visible, carefully remove the plastic cap from the door handle and lock the vehicle with the mechanical part of the key. Please hand the plastic cap to our colleagues at the branch office upon return or put it back in its place. BLUETOOTH key: If the lock on the driver's door is not visible, carefully remove the plastic cap from the door handle and lock the vehicle with the mechanical part of the key located inside the fob itself. Please hand the plastic cap to our colleagues at the branch office upon return or put it back in its place. TIP 1: If the rented vehicle is equipped with a Bluetooth key, we advise you never to keep the key fob near other electronic devices (mobile phone, laptop, strong magnetic fields, etc.) as the presence of these devices, due to strong electromagnetic radiation, can interfere with the signal and prevent its proper operation. TIP 2: Please, regardless of the type of key the rented vehicle is equipped with, never lock the vehicle if any passengers are remaining inside. TIP 3: Please, regardless of the type of key the rented vehicle is equipped with, never leave the key fob inside the vehicle. This could lead to the vehicle accidentally locking.

Question 58

What if the rented vehicle cannot be unlocked?

Accepted Answer

If the rented vehicle cannot be unlocked, check if the key is mechanically damaged and/or if it has been exposed to moisture (e.g., if the key falls into the sea)? If the answer to these questions is no, the key's battery is probably dead or there is some other electronic fault. But whether you have a mechanical (conventional) key or a Bluetooth key, you can always unlock the rented vehicle by following the procedure below: MECHANICAL (conventional) key: If the lock on the driver's door is not visible, carefully remove the plastic cap from the door handle and unlock the vehicle with the mechanical part of the key. Please hand the plastic cap to our colleagues at the branch office upon return or put it back in its place. BLUETOOTH key: If the lock on the driver's door is not visible, carefully remove the plastic cap from the door handle and unlock the vehicle with the mechanical part of the key located inside the fob itself. Please hand the plastic cap to our colleagues at the branch office upon return or put it back in its place. When accessing the vehicle, you must always open the front door first.

Question 59

What to do in case of losing the key?

Accepted Answer

In case of losing the key, please contact our technical service to arrange the procedure for delivering a spare key to your location. They will also inform you about the cost you will incur upon returning the vehicle from the rental.

Question 60

How can I contact technical support?

Accepted Answer

You can contact our technical support by phone, Viber, or WhatsApp, as well as by e-mail. Check the Contacts section for the technical service contact information.

Question 61

Does the rented vehicle have appropriate tires?

Accepted Answer

Since your safety, as well as the safety of your passengers and other road users, is particularly important to us, rented vehicles at all times have tires that meet the vehicle manufacturer's recommendations for dimensions, speed index, and load capacity. Also, regardless of the season and/or weather conditions, rented vehicles are always ready for driving. In other words, according to the legal framework in the RS (harmonized with regulations abroad), rented vehicles have summer or winter tires worn no more than the legally prescribed tread depth.

Question 62

How to proceed in case of a minor traffic accident and/or vehicle damage, in case of theft, attempted vehicle theft, and/or vehicle break-in and vandalism?

Accepted Answer

In case of a traffic accident and/or vehicle damage, immediately call the police at 192 (number for RS) and fill out the European accident report. If the rented vehicle is not in a drivable condition, please contact the technical service. When returning the vehicle, you are obliged to hand over the breathalyzer test report to our colleagues at the branch office. In case of vehicle theft, attempted vehicle theft, and/or vehicle break-in, immediately call the police at 192 (number for RS) and contact the technical service. If it is a case of vandalism or damage to a parked vehicle by an unknown perpetrator, you are also obliged to call the police at 192 (number for RS), who will draw up a report, which you are obliged to submit to the branch office where you are returning the rented vehicle.

Question 63

How to secure the vehicle when parking and leaving it?

Accepted Answer

When parking and leaving the vehicle, be sure to follow these steps: • close all windows and/or the sunroof completely • put the gear lever in first gear or reverse (for vehicles with an automatic transmission, be sure to set the lever to position P, and for vehicles with a semi-automatic transmission to position N) • be sure to engage the handbrake and turn off the engine • do not leave personal items in visible places in the vehicle (bags, etc.); we cannot be responsible for your personal belongings • lock and check that all doors on the vehicle are locked, and always carry the document folder with you. TIP 1: To reduce the possibility of break-ins and theft, we advise you to park the vehicle in a well-lit area in the urban parts of the place you are in, in addition to the steps mentioned above. TIP 2: Always try to park the vehicle in a wide space so that you can open the vehicle doors without obstruction to avoid possible damage. TIP 3: To avoid damaging the wheels (tires, alloy wheels, or steel rims and hubcaps), never park close to the curb. This also applies to other vehicle elements, such as bumpers and side-sills. TIP 4: To keep the vehicle's paint shiny for a long time, try not to park under trees.

Question 64

What equipment is a standard part of every vehicle?

Accepted Answer

In addition to the mandatory equipment, every vehicle in our fleet is equipped with a spare tire with its associated tools (wrench for loosening bolts, jack, and towing eye), a set of floor mats - front and rear (textile or rubber), and a vehicle folder located in the glove compartment (manuals, quick guides, multimedia manual, service booklet, etc.). All of this equipment must be returned when the vehicle is returned.

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BEFORE YOUR RENTAL