As soon as possible, report the loss and/or theft of the folder with documents and/or license plates to the nearest police station, where you will receive a certificate of the incident, and when returning the rental vehicle, be sure to hand it over to colleagues at the office. Also, please inform our technical service about the situation within 24 hours via e-mail and/or phone.

In case of loss of the key, please contact our technical service with whom you will agree the procedure for delivering the spare key to your location and who will inform you of the cost you will incur when returning the rental vehicle.

If the rental vehicle cannot be unlocked, check if the key is mechanically damaged and/or has it been exposed to moisture (eg if your key falls into the sea)? If the answer to the above questions is negative, the key probably has a faulty battery or some other electronic fault. But even if you have a mechanical (conventional) key or bluetooth key, you can always unlock the rented vehicle by following the procedure below:

 

MECHANICAL (conventional) key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and use the mechanical part of the key to unlock the vehicle. When returning the vehicle, please hand over the plastic cap to colleagues at the branch office or return it to the designated place.

BLUETOOTH key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and unlock the vehicle with the mechanical part of the key located inside the housing itself. When returning the vehicle, hand over the plastic cap to colleagues at the branch office or return it to the designated place. When accessing the vehicle, you must always open the front door first.

In case the rental vehicle cannot be locked, check if the key is mechanically damaged and/or has it been exposed to moisture (eg if your key falls into the sea)? Also, check if you have turned off the ignition and if you have closed all the doors on the vehicle. If the answer to the above questions is negative, the key probably has a faulty battery or some other electronic fault. But even if you have a mechanical (conventional) or bluetooth key, you can always lock the rented vehicle by following the procedure below:

 

MECHANICAL (conventional) key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and lock the vehicle with the mechanical part of the key. When returning the vehicle, please hand over the plastic cap to colleagues at the branch office or return it to the designated place.

BLUETOOTH key: If the lock is not visible on the driver’s door, carefully remove the plastic cap from the door handle and lock the vehicle with the mechanical part of the key located inside the housing itself. When returning the vehicle, please hand over the plastic cap to colleagues at the branch office or return it to the designated place.

ADVICE 1: If the rented vehicle is equipped with a bluetooth key, we advise you to never keep the key receiver near other electronic devices (mobile phone, laptop, strong magnetic fields…) because the presence of these devices, due to strong electromagnetic radiation, near the key receiver can interfere signal and disable its proper operation.

TIP 2: Please, regardless of the type of key with which the rented vehicle is equipped, never lock the vehicle if one of the passengers remains in the vehicle.

TIP 3: Please, regardless of the type of key with which the rented vehicle is equipped, never leave the key receiver in the vehicle. This could cause the vehicle to lock accidentally.

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 turn on the ignition, and if you have a bluetooth key, move the key housing away from electronic devices (smartphone, iPod, etc.). The Bluetooth key must be in the vehicle and the doors must be closed.

Procedure with automatic transmission: close all doors, press the brake pedal, the gear lever must be in position P or N during the engine start, turn the key past the point of resistance or press the “start” button (depending on the vehicle’s equipment)…

Procedure with automatic transmission: close all doors, press and hold the brake pedal, the gear lever must be in position N during engine start, turn the key past the point of resistance 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 fully depressed, put the gear lever in neutral, turn the key past the resistance point or press the start button (depending on the vehicle’s equipment).

But if the vehicle’s engine, regardless of the procedure just described, still does not start and the contact on the dashboard does not turn on, the vehicle probably cannot be started due to some malfunction. Therefore, check if any message appears on the instrument panel and/or center display. Also, check or try to remember if you left some of the consumers of electricity (lights, radio, etc.) on, because they can very quickly drain the battery and make it impossible to start the vehicle’s engine. If you have left any of the electrical consumers on, please try to start the vehicle by obtaining and using ignition cables. For your own safety, but also for the possible occurrence of major damage to the engine, do not try to start the vehicle by pushing or letting it go on a downhill, as well as putting the gear lever into gear or suddenly releasing the clutch. This could cause major and very expensive damage to the vehicle. If you fail to start the engine on the vehicle, contact our technical service.

If your vehicle is equipped with a mechanical handbrake, to make it easier to apply it, always press and hold the footbrake while lowering the handbrake lever. Always lift the handbrake lever up a little, then press the switch all the way down. This will reduce the resistance, and it will be easier to lower the handbrake.

 

If your vehicle is equipped with an electric (automatic) handbrake, it is released automatically when the vehicle is moving. But if your rental vehicle is equipped with a manual transmission, the handbrake is automatically released by engaging the transmission in first or reverse gear, simultaneously depressing the clutch pedal and applying the gas. At the same time, all the doors on the vehicle must be closed. On Volkswagen, Audi, Seat and Škoda vehicles, if Auto Hold is activated, the driver must wear a seat belt.

 

TIP 1: If you park your vehicle on a hill, be sure to engage the handbrake, put the manual transmission in first gear or reverse (in the case of an automatic transmission in position P, and in the case of a semi-automatic transmission in N), then turn the wheels to the side.

TIP 2: If the temperatures outside are below zero, when parking the vehicle, when possible, do not activate the handbrake, so that the brake pads/pads do not freeze and make it impossible to start the vehicle later. If the vehicle is equipped with a manual transmission, place the lever in first gear, in the case of an automatic transmission, place the lever in position P, and in the case of a semi-automatic transmission, in position N (after the engine is turned off, the drive shaft will be automatically locked).

The Auto Hold function holds the vehicle on a hill for easier starting. This function, if the mechanical/electric handbrake is engaged, ‘holds’ the brake for a few moments while the driver moves their foot from the brake to the accelerator and/or clutch to prevent the vehicle from going downhill. Most of the vehicles in our fleet are equipped with the mentioned function, but on our website you can find the most important technical details and equipment that your vehicle has, among other things, and find out if the vehicle you rented has the Auto Hold function.

To be sure what type of fuel your rental vehicle uses, check your rental agreement for the type of fuel. For added visibility there is also a factory label on the inside of the fuel tank cap.

TIP 1: It is always necessary to pour more than 10 liters of fuel into the tank in order for the fuel gauge to register a new amount.

TIP 2: Always turn off the engine while filling the fuel tank.

If the wrong type of fuel is put into the vehicle, do not attempt to start the engine, as this will prevent the possibility of major damage. Please contact technical support, who will organize the best and most convenient solution for you, so that you can continue your journey as soon as possible.

 

ADVICE: Always check before refueling whether it corresponds to the vehicle you have rented, according to the stickers and markings on the fuel tank cap and the rental agreement.

If the rented vehicle runs out of fuel while driving, try to stop the vehicle in the best safe conditions on the road, turn on all direction indicators, turn off the vehicle engine, activate the handbrake and place the safety triangle at the prescribed distance from the vehicle. At the first gas station, buy a plastic canister and pour at least five liters of suitable fuel into the vehicle (see the sticker on the fuel tank cap). If the vehicle’s engine cannot be started after several attempts, to prevent engine damage, do not try again, then contact technical support.

 

TIP: Never drive with a low amount of fuel. As soon as the low fuel light comes on and the gauge is lower than ¼, fill in the appropriate fuel at the first gas station.

If your vehicle is equipped with a speed limiter, check the cruise control/limiter switch to see if the limiter function is off. If the answer is no, pay attention to the lights and messages on the instrument panel described below.

If the incorrect tire pressure indicator light appears on the instrument panel and the display on the center console, please adjust the tire pressure to the recommended values according to the sticker on the driver’s door frame or inside the fuel tank. In case your vehicle has:

 

INDIRECT TIRE PRESSURE MONITORING SYSTEM: After adjusting the pressure of all four tires, depending on the vehicle model, hold down the tire pressure indicator switch until the sound signal or cancel it via the screen on the central console, in the Vehicle Parameters module.

DIRECT TIRE MONITORING SYSTEM: After adjusting the pressure in all four tires, the incorrect tire pressure light and the message on the center console screen go out, and you can read the current pressure value in each tire individually via the screen on the center console, in the Vehicle Parameters module. After setting the correct pressure, the tire pressure indicator may go out even after a few minutes of driving.

You can contact our technical support by phone, Viber or Whatsapp as well as by e-mail. Check the contact of the technical service in the section Contacts.

All our vehicles in the fleet are equipped with mandatory equipment that corresponds to local and European road safety laws. Mandatory equipment consists of a reflective vest, a safety triangle, a first aid kit and a set of spare light bulbs and fuses which are located in the trunk of the vehicle.

 

NOTE: When returning the rental vehicle, please inform our colleagues if part of the mandatory equipment is incomplete or if you have used it, so that we can complete it later.

In the event of a vehicle breakdown on the roadway that prevents further driving, please try to stop the vehicle in the best safe conditions on the road and turn on all direction indicators, turn off the vehicle and activate the handbrake. After stopping the vehicle, be careful when exiting the vehicle and be sure to wear a reflective vest and place a safety triangle. In the event of a malfunction in poor visibility conditions (night, rain, snow), leave the dipped beam headlights on. Before contacting the technical service, prepare the following information: the vehicle registration number, the exact location of the breakdown (address, highway kilometers or GPS coordinates) and information about the nature of the breakdown. If the vehicle repair cannot be rectified 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 assistance on the road, and the technical services will notify them of their information as soon as possible.

The procedure mentioned above is also valid for the Republic of Serbia and abroad.

In the event that the breakdown was caused by a punctured tire or a flat tire and/or a damaged rim, please install a spare (temporary) wheel according to the instructions below.

 

Wheel replacement procedure:

 

 

Check whether the vehicle is properly braked, by activating the handbrake and inserting the manual transmission lever into first gear or reverse gear (with an automatic transmission, place the lever in position P, and with a semi-automatic transmission in position N).

Remove the luggage from the trunk and the inner fabric lining (depending on the vehicle model, the spare wheel can be located on the outside of the mat, under the trunk. In this case, the key to release the screw holding the spare wheel carrier is located in the left or right trunk lining or under passenger seat).

Remove the spare wheel and the necessary tools outside the vehicle

If the vehicle is equipped with a tailgate, remove it and store it carefully

If the vehicle is equipped with alloy wheels and has decorative caps on the screws, remove them using the tool provided

If the vehicle has a wheel security bolt, loosen it by fitting the anti-theft bit to the wheel wrench

Loosen the wheel bolts with the wrench provided in the tool

Place the jack foot in the designated area, under the vehicle sill (make sure to position it correctly, for your own safety and to avoid damage to the vehicle sill). THE JACK MUST BE PLACED ON A STABLE GROUND BEFORE LIFTING THE VEHICLE! IF THE GROUND IS SLIPPERY OR ROUGH, THE JACK CAN MOVE AND SINK, CAUSING YOU INJURY AND DAMAGE TO THE VEHICLE

After raising the vehicle sufficiently and the damaged wheel is not in contact with the ground, loosen the screws completely and remove the wheel from the vehicle

Place the spare wheel on the vehicle, holding it onto the axle by hand. Install all the provided screws and tighten them until resistance

After lowering the vehicle to the ground, fully tighten the bolts and double check that they are fully tightened

After you have finished changing the wheel, store the specified equipment and the defective wheel in the trunk

If your vehicle is equipped with a temporary tire, you can continue driving without exceeding 80 km/h to the first vulcanizer. We ask that you inform the technical service as soon as possible, which will suggest the possibility of repairing the defective wheel, depending on the type of insurance you have contracted.

If the rented vehicle does not have a temporary or spare wheel, please contact the office where you rented the vehicle in order to organize a replacement vehicle for you.

NOTE: If you cannot fit the spare wheel yourself, contact the technical service who can arrange roadside assistance. The service of fitting a spare wheel is not covered and you will be charged in full.

 

We use our best efforts to ensure you have the correct vehicle with the correct amount of fluids. Unfortunately, in rare cases during heavy use of the vehicle, it may happen that the vehicle signals the lack of a certain fluid. In case of deficiency:

 

ENGINE OIL: Immediately after the warning light comes on, buy a liter of suitable oil at the first gas station or specialized store. After turning off the vehicle’s engine, first add half a liter of oil, then after a few minutes check the oil level on the gauge, which must be between the min. and max. If the oil level is still too low, add more oil to the correct amount. You can read the type of oil that the rented vehicle uses on the inside of the engine cover and in the vehicle case.

COOLANT: In order to avoid engine overheating, immediately after the warning light comes on, buy a liter of suitable liquid at the first gas station or in a specialized store. In order to be sure what type of coolant you need, open the hood and look at the color of the existing coolant, then buy the appropriate one according to it. In order to avoid injuries, before opening the cap on the coolant container, the engine must be cooled down, and the cap must be opened slowly.

AdBlue: Most of our diesel-powered cars are equipped with the so-called with AdBlue liquid, in order to meet the strict European standards on environmental pollution. Since under normal driving conditions the amount of fluid is sufficient for approximately 15,000 to 25,000 km, i.e. between two services, and we replace the consumed amount of fluid as needed, an insufficient level of fluid is possible in particularly rare cases. But if a signal light and a warning message about a low level of AdBlue liquid appear on the instrument panel and central screen, please buy a minimum of 10 liters at the first gas station and pour it to the top of the tank with the help of a funnel, and if necessary, a larger amount of listed. Depending on the model of the vehicle, the tank opening for the specified liquid is located in the trunk under the spare wheel, in the side of the trunk or near the fuel tank cover. Please do not ignore the warning message so that the electronics do not prevent further driving and thus cause you additional inconvenience.

Windscreen washer fluid: In case of lack of windshield washer fluid, you can buy it at a gas station, specialty store or supermarket. Depending on the season, use summer or winter liquid to make it easier to remove insects in the summer months, or to prevent it from freezing during the winter period.

In the event of a malfunction of an external light bulb, in special cases you can replace it yourself. Please contact the technical service as soon as possible, who will direct you to the nearest service center, or report the malfunction during the return of the rental vehicle.

 

NOTE: Never attempt to replace a xenon or LED bulb, as this may damage the vehicle.

Our motto is to create an experience. Therefore, we do everything so that you, as our client, are maximally satisfied with the quality of the service provided. We are friends of animals, so we want you to travel with our vehicles and create experiences if your pets are with you. Since the top quality of service is extremely important to us, we ask that if you are transporting your pets in the rented vehicles, protect the interior of the vehicle, especially the seats, with appropriate upholstery, so that the interior does not get dirty, e.g. your pet’s hair. If your pet messes up our interior, we will have to charge you for the dry cleaning service.

 

ADVICE: First of all, for the safety of you and your pets, we advise you to always transport them in the boxes provided for this, attached to the safety belts for the seat. That way, you and your pets will reach your destination safely, and you will transport your pets in the vehicle in accordance with legal regulations.

We do not limit your freedom to use the rented vehicles according to your needs. This means that you can freely transport a piece of white goods, furniture or your recreational/sports equipment with the rented vehicle. However, we kindly ask you to respect the rules of road safety and do not transport items that cannot safely fit in the rented vehicle. Please pay special attention to the weight of the items you are driving, so that you do not overload the rented vehicle and thereby impair your safety and cause a possible breakdown of the vehicle.

 

TIP 1: If you are transporting large and heavy objects, and in order to avoid damage to the interior, which can be extremely expensive, protect the interior with suitable covers – in particular, we are thinking of plastic thresholds on the edge of the doors and trunk, seat covers, roof linings, dashboard and more.

TIP 2: If all your luggage does not fit in the trunk up to the height of the shelf, do not forcefully close the trunk door, as this can very often cause the trunk door to dent and expensive repairs.

TIP 3: If your luggage does not fit in the trunk of the rented vehicle, please do not remove the shelf of the trunk of the vehicle, or place heavy objects on the relevant shelf. The trunk shelf of the vehicle is expensive, so be careful not to lose or damage it somewhere.

Our vehicles are not allowed to participate in car races or similar events. Participating in them could lead to extensive damage to engines, transmissions, clutches, tires and other parts of the rental vehicles and cause especially expensive repairs.

Rented vehicles are allowed to be used exclusively on first-class roads (city/local paved roads, expressways, local roads, highways). Regardless of the category of the rented vehicle, it is not allowed to use the vehicle on bad roads, e.g. macadam, in an offroad environment and the like.

 

TIP 1: Driving on roads other than first class is allowed only in cases of temporary diversions by local authorities to alternative routes. In those cases, we kindly ask you to adjust your speed to the conditions and pay particular attention to obstacles (holes, bumps, stones, etc.) that can cause extensive and expensive damage to the rented vehicle.

Since your safety, as well as that of your fellow passengers and other road users, is especially important to us, the rented vehicles always have tires that match the vehicle manufacturer’s recommendations, dimensions, speed index and load capacity. Also, regardless of the season and/or weather conditions, the rented vehicles are always ready to drive. In other words, according to the legal framework in the RS (aligned with the regulations abroad), the rented vehicles have summer or winter tires that are worn at most to the legally prescribed depth of the tread pattern on the tire.

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

We pay special attention to the regular maintenance of our vehicles, so that they are safe for users and retain their value and the manufacturer’s warranty. In order to be informed about the time/kilometer period in which periodic regular maintenance needs to be performed, as well as when the last regular maintenance was performed, please refer to the vehicle card in the document folder. Also, all our vehicles are equipped with a service indicator, which, when the ignition is turned on, informs you of the time/kilometer period in which the next periodic regular maintenance needs to be performed. If it is necessary to carry out periodic regular maintenance soon, please contact our technical service, with whom you will arrange an appointment and a service where the said maintenance will be carried out or arrange a replacement of the vehicle.

 

NOTE: In order not to lose the vehicle manufacturer’s factory warranty, the maximum period allowed for exceeding periodic maintenance is 500 km or five working days. Please adhere to this, in order to avoid unnecessary costs of compensating for a possible loss of warranty.

In the event of the need to control the vehicle and/or perform some of the above-mentioned works, you are obliged to contact the technical service, who will inform you of the procedure required for any work to be carried out on the vehicle by third parties and, if necessary, provide the necessary work authorization to the service center that performs work on the vehicle. Please take this into account, because otherwise we will not be able to reimburse you for the amount paid for the repair.

 

NOTE: For all work on the vehicle, be sure to contact our technical service.

Each child seat and/or booster has an installation diagram on the back. In order for your youngest companions to 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 that match their age and to always fasten them with a safety belt.

TIP 2: We advise you to always place the child seat and/or booster behind the passenger seat. When possible, always adjust the height of the passenger seat to the highest height, push it as far back as possible, straighten the seat back and raise the headrest to the highest position. This position is the safest for transporting your children. If you must install multiple child seats and/or boosters, always do so in the back seats.

TIP 3: If you decide to transport your child in a child seat/or a booster on the passenger seat, you MUST and without exception always turn off the passenger airbag (the switch is usually located in the cassette in front of the passenger seat). Also, check whether such a method of transporting your children in the country where you are located is in accordance with the local regulations in force.

TIP 4: Never transport children under the age of 12 in the front passenger seat!

Depending on the type of rear door opening protection in the rented vehicle, you can activate this protection as follows:

 

MECHANICAL PROTECTION: Look at the inner frame of the rear door. On it, if your vehicle has mechanical protection, you will find a corresponding sticker with the zone for placing the mechanical part of the key and the direction of turning it to activate the protection. The deactivation procedure is the opposite of the activation procedure.

 

ELECTRONIC PROTECTION: Look for a switch with a rear door and/or rear window immobilizer symbol near the driver’s seat. The specified switch is most often located on the electronic window lifter switch, the left column of the front armature or the center console. On vehicles that have this type of protection, activation also automatically blocks the opening of the rear windows, using the switch commands on the rear doors. If the rented vehicle has mechanical rear door opening protection, electric rear window lifters, pressing the specified switch will only block the opening of the rear windows by pressing the switch on the rear door. If your vehicle has manual rear windows, blocking the opening of them is not possible.

 

TIP 1: Always activate the lock for opening the rear doors and/or opening the rear windows if you are transporting children in the back seat.

TIP 2: Always when closing the windows and/or the sunroof, check that any of the passengers, especially children, do not interfere with the proper closing of the windows and/or the sunroof.

The radio does not work on the borrowed vehicle, the message “enter code” is displayed.

In the event that the above message appears on your rented vehicle, contact our technical support, who will be happy to provide you with an entry code.

In the event of a traffic accident and/or damage to the vehicle, be sure to immediately call the police at number 192 (the number for the RS) and fill out a European report. If the rented vehicle is not in driving condition, please contact the technical service. When returning the rental vehicle, you are obliged to hand over the breathalyzer report to your colleagues at the branch office.

 

In case of vehicle theft, attempted vehicle theft and/or vehicle break-in, immediately call the police at number 192 (number for RS) and contact the technical service.

 

If it is about vandalism or damage to a parked vehicle by an unknown perpetrator, you are also obliged to call the police on number 192 (number for RS) who will draw up a report, and you are obliged to deliver it to the office where you return the rented vehicle.

No, damage to tires and/or rims is not covered by basic or comprehensive insurance. In order to insure those elements on the vehicle, you are obliged to contract additional insurance that covers that type of damage.

When parking and leaving the vehicle, be sure to observe the following steps:

 

close all windows and/or sunroof all the way

put the transmission in first gear or reverse (for vehicles equipped with an automatic transmission, be sure to put the lever in position P, and in vehicles equipped with a semi-automatic transmission in position N)

be sure to activate the parking brake 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 items

lock and check that all the doors on the vehicle are locked, always carry the document folder with you.

ADVICE 1 : In order to reduce the possibility of burglary and theft, we advise you to park your vehicle in a well-lit area in the urban areas of the place where you are.

TIP 2: Always try to park the vehicle in a wide area, so that you can easily open the vehicle door to avoid possible damage.

TIP 3: In order to avoid damage to the wheel (tyres, alloy or steel rims and spokes), never go close to the curb when parking. This also applies to other elements of the vehicle, such as bumpers and door sills.

TIP 4: In order to keep your vehicle’s paint perfectly shiny for a long time, try to park under trees.

In addition to the mandatory equipment, every vehicle in our fleet is equipped with a spare wheel with the corresponding tool (wrench for loosening screws, a jack and an attachment for towing the vehicle), a set of floor mats – front and rear (textile or rubber), a vehicle folder located in a drawer ( instructions, quick instructions, multimedia manual, service booklet…). All listed equipment must be returned when returning the vehicle.