FAQ - Frequently asked questions

Answers on frequently asked questions does not represent General terms of vehicle rent.

Please follow link for detail explained General terms.


What is excess /deductible?

Excess is maximum amount of renter's liability for damage or theft, amount depends on vehicle category.

What is Cdw?

CDW is short term for Collision Damage Waiver –risk fee with maximum excess amount in case of damage, amount depends on car category.


What is TP?

TP is short term for Theft Protection –risk feee with maximum excess amount in case of theft, amount depends of car category.

What is the cost of CDW and TP?

Cdw and Tp cost amount is always included in the rental price.

What is CDR?

CDR (Collision Damage Reduction) – daily supplement which reduces excess amount, reduced excess amount depends on car category.

CDR does not cover damages of the tyres, glasses, undercar, negligence of the driver (for example wrong fuel, clutch damage, interior of the car and similar). Cdr is not valid without police report.

CDR does not exclude obligation to contact the police and Lessor in case of vehicle damage.

What is SCDW?

SCDW is short term for Super Collision Damage Waiver –daily supplement for reduction of user's liability to zero excess. Amount depends on car category.

Scdw does not cover damages of the tyres, glasses, undercar, negligence of the driver (for example wrong fuel, clutch damage, interior of the car and similar).

SCDW does not exclude obligation to contact the police and Lessor in case of vehicle damage.


What is Wug?

WUG is short term for wheels, underside, glass – daily supplement for reduction of renter's liability from damage of the wheels, underside and glass. Wug is not valid without police report.

WUG does not exclude obligation to contact the police and Lessor in case of vehicle damage.


What is BASIC PROTECT?

BASIC PROTECT – basic package, in case of damage there is full amount of excess. User obligates to respect General terms.

What is SMART PROTECT?

SMART PROTECT – package of daily supplements which include CDW, TP, CDR I WUG. Purchasing this product in case of damage excess is reduced, excess amount depends of car category. User obligates to respect General terms.

What is PREMIUM PROTECT?

PREMIUM PROTECT - package of daily supplements which include CDW, TP, SCDW I WUG. Purchasing this product in case of damage excess there is no excess. User obligates to respect General terms.


What is excess amount with option Basic protect?
  • • MDMR, EDMR, EDMD, EDAR, ETAR : 850,00 EUR
  • • CCMR, CDMR, IDMD, IDMR, IDAR, IWMR: 950,00 EUR
  • • XCMR, XCAR, SDMR, SDAR, SVMR,SVAR,: 1.300,00 EUR
  • • FVMR, PDAR, XTAR, FFMR, XGAR, FKMR : 1.500,00 EUR
  • • LDAR, LVAR, PVAR, PFAR: 2.000,00 EUR
  • • XDAR, XFAR : 4.000,00 EUR
What is excess amount with option Smart protect?
  • • MDMR, EDMR, EDMD, EDAR, ETAR: 150,00 EUR
  • • CCMR, CDMR, IDMD, IDMR, IDAR, IWMR: 200,00 EUR
  • • XCMR, XCAR, SDMR, SDAR, SVMR,SVAR: 250,00 EUR
  • • FVMR, PDAR, XTAR, FFMR, XGAR, FKMR: 300,00 EUR
  • • LDAR, LVAR, PVAR, PFAR : 400,00 EUR
  • • XDAR, XFAR : 500,00 EUR

Is the police report necessary in case of damage?

Yes, police report is obligatory in case of any damage of the vehicle and without police report none of the insurance options are valid.


Can reservations be changed or cancelled?

In the event the renter wishes to change or cancel a reservation he/she must do so in writing (via e-mail). In case renter cancels a reservation up to 14 days before the designated pick-up time a 10,00 € cancellation fee will be charged.

In case renter cancels a reservation within 14 days before the designated pick-up time, does not pick up the rental car or cancels reservation after the designated pick-up time a 20% cancellation fee of the total amount of the reservation will be charged.


What is the mileage limit?

Mileage is unlimited unless otherwise stated in special offers.


What happens in case my flight arrives latein after working hours?

In case we have confirmed reservation and flight is in delay in after working hours, collagues will wait for you. There would be charged additional fee od 35 €, called after hour fee.

It is important to deliver flight informations when reserving the car at the airport station.


What happens in case we don't receive full tank of fuel at the pick up?

In case you receive vehicle with less then full tank, you will return the same level of fuel as you received. In case there would be more fuel in the tank then received at the pick up, the difference won't be refunded.


When do we pay for the rental?

At the pick up of the vehicle it is necessary to have credit card on user name for guarantee payment on which we do authorization and actual payment is when returning the vehicle.


Can I come to pick up the vehicle with credit card owned by another person?

No, it is necessary the owner of the credit card to be present at the pick up and has to be on rental agreement.


What is the amount of deposit which is needed on my credit card?

At the pick up on credit card we will do authorization (deposit). Amount depends on car category and on Protect package which the user will choose during the reservation or at the pick up.

  • • If the customer chooses Basic protect package – deposit would be in amount of rental + the excess amount
  • • If the customer chooses Smart protect package – deposit would be in amount of rental + the half of the excess amount
  • • If the customer chooses Premium protect package – deposit would be in amount + the half of the excess amount

What is the purpose of deposit on the credit card?

Deposit on credit card is used for charging the agreed rental amount, possible damages, extension of the rental, for extras purchased after the pick up, parking fees, speeding fees and similar.


When will preauthorization (deposit) on my credit card be released?

If the customer uses the same card for authorization at the pick up and payment at the return the car, the deposit would be released after few working days. In case the customer pays with cash or with another card the deposit can be blocked up to 30 days.

Viator d.o.o. can not influence on the period of preuthorization of the card, it is done automatically and it depends on the bank that issue the card.


Is it possible to pick up the car in your office in one town and return it in your office in another town?

It is possible, that service is called one way rental, it is charged with one way fee which depends on rental period unless we have special offer when one way fee is included in the price.


Can the vehicle be deliverd in a hotel?

It is possible to deliver the car in a hotel, this service would be charged with delivery fee which is depending on distance from our nearest office.


Which credit cards are accepted?

Amex, Diners, Visa, MasterCard.


Can more drivers be on rental agreement?

It can be more drivers on rental agreement. At the pick up all drivers needs to present their valid drivers licenses and satisfy rental conditions.


What is RA (road assistence)?

RA is supplement which implies organization of the road assistence in case of immobility of the vehicle during the rental period.

In case user purchase the Ra supplement and it is responsible for immobility of the car (wrong fuel, damaged tyre, damaged clutch and similar ) the user won't be charged for the cost of the assistance and possible tow service, it will be charged only for the cost of the repair.

In case user decides not to purchase Ra supplement and it is responsible for immobility of the vehicle he /she can choose on of two options;

  • • a) contact the lessor and ask for organization of road assistence. Lessor will organize the assistance and user would be charged for the assistance fee of 50 € which will pay when he returns the car. This fee does not include cost of repair and possible cost of towing service which would be charged additionally at the return of the car.
  • • b) contact and inform the lessor about the problem with the vehicle, organize and pay towing service to transport the vehicle in the nearest office of the lessor.

What does the cross border mean?

Lessor's vehicles are not allowed to leave the Republic of Croatia borders withour previous permit from Lessor. User is obliged to inform Lessor about intention to cross the Republic of Croatia borders during the rental period. If Lessor approves border exit, it is going be quoted in Rental agreement.

If User does not inform Lessor regarding border exit, User is doing this on his/her responsibility, in which case conditions arranged signing Rental agreement, are not going to be valid.

If User announces exiting the Republic of Croatia to Lessor and Lessor approves it, Lessor quotes it in Rental agreement and charges border exit fee in accordance with Lessor's tariff.

In cases when Lessor approves border exit, all conditions previously defined are considered valid.


In which countries is not allowed to go with rented vehicle?

Lessor does not allow entering following countries with leased vehicle: Kosovo, Albania, FYR Macedonia, Greece, Romania, Bulgaria, Moldavia, Ukraine, Belarus, Estonia, Latvia, Lithuania, Russia.


What FIT means?

FIT (Ferry / Island / Transit permission) – supplement for vehicle transport via ferry, island insurance and Neum ( Bosnia and Herzegovina) transit.

If User passes Neum ( Bosnia and Herzegovina ) transit on his/her way to/from the Republic of Croatia south, he/she is obliged to announce it to Lessor.

User is obliged to inform Lessor about ferry usage and island visiting with the vehicle as well.

Lessor can charge it in accordance with tariff.

If User does not contract FIT addendum and uses the vehicle in Neum (Bosnia and Herzegovina) transit, on ferry and islands, conditionsarranged in Rental agreement are not considered invalid.


How long does the procedure of renting the vehicle lasts?

Procedure of renting the vehicle lasts 5 – 10 minutes.


Do I need to check the vehicle at the pick up?

Yes, it is necessary to check the vehicle of damages at the pick up.

In case you notice there is damage which is not on check out report please advise our colleagues and avoid issues and charges for mentioned damages.


Is it possible to deliver /collect the car out of the Croatia?

Last minute rent a car is croatian company which has offices only in Croatia.

Renting a car outside of the country would be illegal.


What is procedure in case of damage on the vehicle?

If you have any damage on the vehicle it is important to contact the rental station and the police in order the arranged conditions to be valid.

All the procedure you can find on our website under the link: General terms

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