Frequently asked questions

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.

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.

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.

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.

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.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

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.

No, damage to tires and/or rims is not covered by either basic or comprehensive (casco) insurance. To insure these elements on the vehicle, you are obliged to arrange additional insurance that covers this type of damage.

Depending on the type of child safety lock for the rear doors on the rented vehicle, you can activate this protection in the following way: MECHANICAL PROTECTION: Look at the inner frame of the rear door. If your vehicle has mechanical protection, you will find a corresponding sticker with a zone for inserting the mechanical part of the key and the direction of rotation to activate the protection. The deactivation procedure is the reverse of the activation procedure. ELECTRONIC PROTECTION: Look for a switch with a symbol prohibiting the opening of the rear doors and/or rear windows in the driver's seat area. This switch is most often located on the electric window switch panel, the left side of the dashboard, or the center console. On vehicles with this type of protection, activation automatically blocks the opening of the rear windows using the controls on the rear doors. If the rented vehicle has mechanical rear door protection and electric rear windows, pressing this switch will only block the opening of the rear windows by pressing the switch on the rear doors. If your vehicle has manual rear window winders, blocking their opening is not possible. TIP 1: Always activate the child lock for the rear doors and/or rear windows if you are transporting children in the back seat. TIP 2: Always check when closing windows and/or the sunroof that none of the passengers, especially children, are obstructing the proper closing of the window and/or sunroof.

If this message appears on your rented vehicle, contact our technical support, who will be happy to provide you with the code to enter.

Every child seat and/or booster seat has an installation diagram on its back. To ensure your youngest passengers travel safely and comfortably, please follow these instructions. TIP 1: We advise you to always and exclusively transport your children in child seats or boosters appropriate for their age and to always fasten them with a seat belt. TIP 2: We advise you to always place the child seat and/or booster behind the front passenger seat. Adjust the height of the front passenger seat, when possible, to the highest position, push it back as far as possible, straighten the seatback, and raise the headrest to the highest position. This position is the safest for transporting your children. If you need to install multiple child seats and/or boosters, always do so in the rear seats. TIP 3: If you decide to transport your child in a child seat/or booster in the front passenger seat, IT IS MANDATORY and without exception to always disable the passenger-side airbag (the switch is usually located in the glove compartment in front of the passenger seat). Also, check if this method of transporting your children is in accordance with the local regulations of the country you are in. TIP 4: Never transport children under 12 years of age in the front passenger seat!

In case of a need for vehicle inspection and/or performing any of the above-mentioned works, you are obliged to contact the technical service, which will inform you about the procedure required for any work to be performed on the vehicle by third parties and, if necessary, provide the required authorization for the work to the service center performing the work on the vehicle. Please respect this, as otherwise we will not be able to reimburse you for the repair cost. NOTE: For all work on the vehicle, be sure to contact our technical service.

We pay special attention to the regular maintenance of our vehicles to ensure they are safe for users and retain their value and manufacturer's warranty. To find out the time/mileage interval for the next scheduled periodic maintenance, as well as when the last regular maintenance was performed, please check the vehicle card in the document folder. Also, all our vehicles are equipped with a service indicator, which informs you upon turning on the ignition about the time/mileage period for the next periodic maintenance. If periodic maintenance is due soon, please contact our technical service to schedule an appointment and the service center where the maintenance will be performed, or to arrange for a vehicle replacement. NOTE: To not void the vehicle manufacturer's warranty, the maximum allowed overrun for periodic maintenance is 500 km or five working days. Please adhere to this to avoid unnecessary costs for potential loss of warranty.

Our vehicles undergo a complete interior and exterior cleaning after each rental. Despite this, smoking is not permitted in our vehicles, and we kindly ask you to adhere to this rule – so that our vehicles remain impeccably clean and the interior smell always pleasant. In case of non-compliance with this rule, we will have to charge you for a deep cleaning service – as we make maximum efforts to ensure the cleanliness and pleasant smell of the interior of all our vehicles.

Rented vehicles are allowed to be used exclusively on first-class roads (city/local asphalt roads, expressways, local roads, highways). Regardless of the category of the rented vehicle, it is not permitted to use the vehicle on poor roads, e.g., gravel roads, in an off-road environment, and the like. TIP 1: Driving on roads that are not first-class is permitted exclusively in cases of temporary diversions by local authorities to alternative routes. We kindly ask you to adapt your speed to these conditions in such cases and to pay special attention to obstacles (potholes, bumps, rocks, etc.) that can cause significant and expensive damage to the rented vehicle.

It is not permitted to participate in car races or similar events with our vehicles. Participation in such events could lead to major damage to the engine, transmission, clutch, tires, and other parts of the rented vehicles and result in particularly expensive repairs.

We do not restrict your freedom to use rented vehicles according to your needs. This means you are free to transport an appliance, a piece of furniture, or your recreational/sports equipment in the rented vehicle. However, we kindly ask you to respect road safety rules and not to transport items that cannot fit safely in the rented vehicle. Please pay special attention to the weight of the items you are transporting, so as not to overload the rented vehicle and thereby compromise your safety and cause a potential vehicle malfunction. TIP 1: If you are transporting large and heavy items, and to avoid damage to the interior which can be extremely expensive, protect the interior with suitable covers – we especially mean the plastic sills of the door and trunk edges, seat covers, headliner, dashboard, and more. TIP 2: If all your luggage does not fit in the trunk up to the height of the shelf, do not force the trunk lid closed, as this can very often cause a dent in the trunk lid and an expensive repair. TIP 3: If your luggage does not fit in the trunk of the rented vehicle, please do not remove the trunk shelf, or place heavy items on it. The trunk shelf is expensive, so be careful not to lose or damage it.

Our motto is creating experiences. Therefore, we do everything to ensure that you, as our client, are maximally satisfied with the quality of the service provided. We are animal-friendly, so we want you to have your pets with you while you travel in our vehicles and create experiences. Since the highest quality of service is extremely important to us, we ask that if you transport your pets in our rented vehicles, you protect the vehicle's interior, especially the seats, with a suitable cover to prevent soiling of the interior, e.g., with your pet's hairs. If your pet makes a mess in our interior, we will have to charge you for a deep cleaning service. TIP: Above all for the safety of you and your pets, we advise you to always transport them in designated carriers fastened to the seat with safety belts. This way, you and your pets will arrive safely at your destination, and you will be transporting your pets in the vehicle in accordance with legal regulations.

In case of a faulty bulb in an exterior light fixture, you can replace it yourself in special cases. Please contact the technical service as soon as possible, which will direct you to the nearest service center, or report the malfunction when returning the vehicle from the rental. NOTE: Never attempt to replace a Xenon or LED bulb yourself, to avoid damaging the vehicle.

We make maximum efforts to provide you with a properly functioning vehicle with the correct fluid levels. Unfortunately, in rare cases of heavy vehicle use, it may happen that the vehicle signals a lack of a certain fluid. In case of a lack of: ENGINE OIL: Immediately upon the warning light turning on, buy a liter of the appropriate oil at the first gas station or specialized store. After turning off the engine, first add half a liter of oil, then after a few minutes, check the oil level on the dipstick, which must be between the min. and max. marks. If the oil level is still too low, add more oil to the appropriate level. You can find the type of oil the rented vehicle uses on the inside of the engine hood and in the vehicle's folder. COOLANT: To avoid engine overheating, immediately upon the warning light turning on, buy a liter of the appropriate fluid at the first gas station or in a specialized shop. To be sure which type of coolant you need, open the engine hood and look at the color of the existing coolant, and buy the appropriate one accordingly. To avoid injury, the engine must be cool before opening the coolant reservoir cap, and you should open the cap slowly. AdBlue: Most of our diesel engine cars are equipped with AdBlue fluid to meet strict European environmental pollution standards. Since under normal driving conditions the amount of fluid is sufficient for approximately 15,000 to 25,000 km, or between two services, and we top up the consumed amount as needed, an insufficient fluid level is possible only in very rare cases. But if a warning light and a message about a low AdBlue level appear on your instrument panel and central screen, please buy at least 10 liters at the first gas station and, using a funnel, fill the tank to the top, and if necessary, a larger amount than specified. The opening of the said fluid's tank, depending on the vehicle model, is located in the trunk under the spare tire, on the side wall of the trunk, or next to the fuel tank cap. Please do not ignore the warning message, so that the electronics do not prevent further driving and thus cause you additional inconvenience. WINDSHIELD WASHER FLUID: In case of a lack of windshield washer fluid, you can buy it at a gas station, in a specialized store, or a supermarket. Depending on the season, use summer or winter fluid to more easily remove insects in the summer months, or to prevent it from freezing during the winter period.

In case a breakdown was caused by a punctured tire or if your tire has burst and/or the rim is damaged, please install the spare (temporary) wheel according to the instructions below. Wheel replacement procedure: • Check that the vehicle is properly braked by activating the handbrake and shifting a manual transmission into first gear or reverse (for an automatic transmission, set the lever to position P, and for a semi-automatic to position N). • Remove luggage from the trunk and the inner textile lining (depending on the vehicle model, the spare wheel may also be located on the outside of the underbody, under the trunk. In this case, the key for loosening the bolt that holds the spare wheel carrier is located in the left or right trunk trim or under the passenger seat). • Remove the spare wheel and the necessary tools from the vehicle. • If the vehicle is equipped with a hubcap, remove it and store it carefully. • If the vehicle is equipped with alloy wheels and has decorative caps on the bolts, remove them using the provided tool. • If the vehicle has a security wheel bolt, loosen it by placing the anti-theft adapter on the wheel wrench. • Loosen the wheel bolts with the wrench provided in the tool kit. • Place the foot of the jack in the designated area under the vehicle's sill (be careful to position it correctly, for your own safety and to avoid damaging the vehicle sill). THE JACK MUST BE PLACED ON A STABLE SURFACE BEFORE LIFTING THE VEHICLE! IF THE SURFACE IS SLIPPERY OR UNEVEN, THE JACK MAY SHIFT AND SINK, CAUSING INJURY AND DAMAGING THE VEHICLE. • After you have lifted the vehicle sufficiently and the damaged wheel is not in contact with the ground, loosen the bolts completely and remove the wheel from the vehicle. • Mount the spare wheel on the vehicle, holding it by hand to position it on the axle. Install all the provided bolts and tighten them until they resist. • After lowering the vehicle to the ground, tighten the bolts completely and double-check that they are fully tightened. • After you have finished changing the wheel, store the equipment and the faulty wheel in the trunk. If your vehicle is equipped with a temporary spare wheel, you can continue driving, not exceeding 80 km/h, to the first tire shop. Please inform the technical service as soon as possible, who will suggest options for repairing the faulty wheel, depending on your contracted insurance types. If the rented vehicle does not have a temporary or spare wheel, please contact the branch office where you rented the vehicle so they can arrange a replacement vehicle for you. NOTE: If you cannot install the spare wheel yourself, contact the technical service, which can arrange roadside assistance for you. The service of installing a spare wheel is not covered and will be fully charged to you.

In case of a vehicle breakdown on the road that prevents further driving, please try to stop the vehicle in the safest possible conditions on the road, turn on all hazard lights, turn off the vehicle, and activate the handbrake. After stopping the vehicle, be careful when getting out and be sure to put on a reflective vest and place the warning triangle. In case of a breakdown in poor visibility conditions (night, rain, snow), leave the low beam headlights on as well. Before contacting the technical service, prepare the following information: the vehicle's license plate number, the exact location of the breakdown (address, highway kilometer marker, or GPS coordinates), and information about the nature of the breakdown. If the vehicle repair cannot be completed within 24 hours, we will provide you with a replacement vehicle or an alternative way to continue your journey. NOTES: • The client must wait for the agreed-upon roadside assistance; the technical service will inform them of the details as soon as possible. • The procedure described above applies to both the Republic of Serbia and travel abroad.

All our vehicles in the fleet are equipped with mandatory equipment that complies with local and European road safety laws. The mandatory equipment consists of a reflective vest, a warning triangle, a first-aid kit, and a set of spare bulbs and fuses, which are located in the vehicle's trunk. NOTE: Please inform our colleagues when returning the vehicle if part of the mandatory equipment is incomplete or if you have used it, so that we can replenish it later.