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Damage and theft

What products reduce the amount I have to pay if the vehicle is damaged, lost, or stolen during the rental through my own fault or that of any of my additional drivers or passengers?
If you have a Collision Damage Waiver (CDW) and the vehicle, keys, any accessories or any vehicle documents are damaged or lost through your own fault or that of any of your additional drivers or passengers, the amount you have to pay for the damage will be reduced to no more than the excess stated on your rental agreement, meaning you'll pay for the damage plus a damage processing fee of EUR 30.00, or pay the agreed excess, whichever is less.
If you have Theft Protection (TP) and the vehicle is stolen or lost through your own fault or that of any of your additional drivers or passengers, the amount you have to pay will be reduced to no more than the excess stated on your rental agreement, meaning you'll pay for the damage plus a processing fee of EUR 30.00, or pay the agreed excess, whichever is less.

How much is the excess?

The amount will be shown or disclosed to you before completing your booking and is stated on your rental agreement, as well as in your booking confirmation email. You can reduce the excess even further by buying an excess reduction product. This also eliminates the processing fee in the event of damage. 
How do I get Damage Waiver?

In most cases, Damage Waiver is provided with the vehicle as standard. If it is included, this will be shown or disclosed to you before completing your booking and stated on your rental agreement, as well as in your booking confirmation email. If it isn’t included, you can buy it separately. The price for this will be either shown or disclosed to you before completing your booking. You may also call us to ask about the price.
Is there an excess reduction product available to reduce my excess further?

Yes, the Super Collision Damage Waiver (SCDW) is an excess reduction product that reduces your excess and the processing fee to zero. The price depends on the vehicle and location - but you can expect it to cost between EUR 18,00 and EUR 42,00 a day. The exact price for this will be either shown or disclosed to you before completing your booking. You may also call us to ask about the price.

What happens if I damage any optional extras I rent from you?

If any optional extras are culpably damaged by you or any of your additional drivers or passengers, you will have to pay for the damage caused to this optional extra in addition to the rental fee. If you have purchased a damage waiver - and it is applicable - your liability for damages caused to optional extras will also be reduced to the excess stated.

What happens if I lose any optional extras I rent from you or if they are stolen?
If any optional extras are lost or stolen, through your own fault or that of any of your additional drivers or passengers, you will have to pay for their cost of replacement in addition to the rental fee. If you have purchased a damage waiver - and it is applicable - your liability for the loss or theft of optional extras will also be reduced to the excess stated.

Are there any times when a Damage Waiver (or Super Collision Damage Waiver) would not apply?
Yes, any agreed Damage Waiver or Super Collision Damage Waiver shall not apply, and the amount of your liability shall not be reduced, if:

• The damage, theft, or loss was caused by the wilful act or gross negligence of you or any of your additional drivers or passengers.
• At the time the damage took place, the vehicle was being driven by a non-authorised driver, with your knowledge and consent.
• At the time the damage took place, the vehicle was being used in breach of the provisions of Section 9) of the General Conditions od Rental (except if the non-compliant use did not have any material impact on the amount of damages or their cause).
• At the time of the accident, the vehicle's driver did not have a valid driving licence or if the driver's ability to drive was impaired by alcohol, drugs or similar.
• You culpably breached your obligation to send us an incident report and an accident report, or your obligation to notify the police, and thus made it significantly more difficult or impossible for us to ascertain the cause of the accident, the amount of damage, or the fault of the parties involved in the accident.
• The damage did not occur during the rental period agreed with us (i.e., particularly in the case of the vehicle's late return).
• The damage occurred while driving abroad without our authorisation.

Damage to people and their property

What products cover the driver of the vehicle?

Personal Accident Insurance (PAI) covers the driver of the vehicle in the event of an accident. Personal Accident Insurance provides the following benefits:

• A maximum of EUR 100.000.00 in the event of death, loss of limbs or eyes or permanent total disability
• A maximum of EUR 25,000.00 towards emergency medical expenses related directly to the accident (an excess of EUR 70,00 per claim applies)
• Medical assistance and rescue costs (conditions and an excess of EUR 70,00 per claim apply)
• Baggage up to EUR 6.000,00 per vehicle - excluding any items you rented through us (again, there are conditions, and a limit of EUR 350,00 per item).
• Expenses for replacing main house keys and locks up to EUR 500,00.
• Emergency travel expenses up to EUR 500,00.

You can find more detailed information in the Insurance Terms and Conditions, which you will receive before taking out the insurance.

Who provides Personal Accident Insurance?
Personal accident insurance is underwritten by AIG Europe S.A. You will need to agree to their Insurance Terms and Conditions when taking out this insurance. Our agent, Avis Europe Risk Management Limited, retains 20% of the price you pay after insurance premium tax has been deducted, as commission.
How do I get Personal Accident Insurance?
If you’ve bought Personal Accident Insurance, it will be stated on your rental agreement. The price depends on the location you’re renting from, but you can expect it to cost between EUR 2,00 and EUR 8,00 a day. The price will be shown to you during the booking process or disclosed before completing your booking. You may also call us to ask about the price.
Is Personal Accident Insurance available when renting any vehicles?
Yes, you can buy Personal Accident Insurance no matter what vehicle you rent.
Please note: Passengers are considered third parties and would benefit from the third party liability cover provided with the vehicle as standard.

Protection packages
I want to buy more than one protection product, can I get a protection package?
Yes, we offer different packages. At pick up the best option will be offered to you.

Driving Licences

Do I need to bring my driving licence with me?
Yes. All drivers must bring all parts of their valid driving licence with them. The driving licence documents must be valid for driving the rented vehicle in Austria. Drivers must bring both their driving licence and either an international driving licence or a notarised German translation of their driving licence if:

• Your driving licence was issued in a country outside the EEA and you are renting in Austria (no international driving licence is required if your driving licence was issued in Switzerland and in German)
• The driving licence was issued in a non-Roman alphabet like Arabic, Greek, Russian, Hebrew, or Japanese.

We do not accept digital driving licenses.

Is there a minimum length I must have held my licence for?
Yes. All drivers must have held their licences for at least 1/2 year, for vehicle categories I and J for at least 3 years. If a licence does not show the driver has held it for the minimum period, then they must provide evidence, such as:

• Previous driving licences
• Or a letter from their driving licence authority stating that they have held it for this minimum period.

Information not available at this time, please check at time of rental.

Information not available at this time, please check at time of rental.

Public liability insurance is in accordance with the insurance laws of the country.  Customer may inquire at the time of rental for additional information of the benefits, conditions and acceptance.

Note: Some credit cards provide insurance coverage, with certain limitations, as a benefit of using the card to rent vehicles.  The customer is advised to contact the card issuer before the rental.  Any waiver must be discussed directly with the location upon arrival.

Approximate total includes base rate, taxes, and surcharges. Items such as coupon discounts, child safety seats, winterization fee from 01Nov - 31Mar and gas are NOT included in the estimated total. Optional coverages and one-way fees are subject to tax in certain locations. This tax is not reflected in the Estimated Total.

Estimated total is subject to change based upon exchange rates at the time of rental.

Electric Vehicles

How much battery charge should I return an electric vehicle with?

You must return the vehicle with at least a 70% battery charge, or the same % battery charge as it had at the time of pick-up.

What am i charged if I fail to return an electric vehicle with the required 70% battery charge, or the same % battery charge as it had at the time of pick-up?

We charge a fixed amount dependent on the battery life showing on the factory-installed battery gauge. This is the Pay on Return rate. the amounts charged are set out below:

Do I need to bring proof of identification?
Yes, you must bring:

• The payment card that was used to make your booking or another payment card under your name. For some vehicles, two payment cards in your name will be required. If this is the case, you will be notified before your booking is completed.
• Photo ID featuring a recognisable photo taken in the last 10 years. We will accept your passport if it contains a photo, a national identity card or any other form of government-issued identification.

Other requirements Will I need to give a pre-authorisation or pay a security deposit?
Yes, you must give us a pre-authorisation on your payment card or a block before we release the vehicle to you. A pre-authorisation holds money in your account.

What do I need to do to give a pre-authorization or security deposit?

You'll need to give us a payment card in your own name that has enough money available on it.

How much is the pre-authorisation?

The amount of the pre-authorisation taken on pick-up of the rental vehicle is calculated as follows:
(The vehicle rental price* + EUR 300 (or if applicable, the equivalent amount in your local currency) MINUS (Any sum you have already paid when making a "Pay Now" booking)

* The "vehicle rental price" includes the vehicle rental cost and all optional extras you've requested, calculated at the start of the rental based on the intended length of the rental. For the avoidance of any doubt, any "Pay at Location" amount you owe in relation to the vehicle rental (including any optional extras) will be included as part of the pre-authorisation and will be charged to you at the end of the rental (using the card provided for the purposes of the pre-authorisation, unless agreed otherwise).

** If you buy our "Fuel Up Front" product, we will reduce the EUR 300 (or if applicable, the equivalent amount in your local currency) by the amount we charge you for the "Fuel Up Front" product

The EUR 300 (or if applicable, the equivalent amount in your local currency) is included as part of the pre-authorisation in case we have to charge you at the end of the rental for any of the following:
i. costs to refuel the vehicle (where relevant);
ii. additional rental charges in circumstances where you fail to return the vehicle or any optional extras at the end of the agreed rental period (or to the agreed return location);
iii. any additional charges or fines you incur relating to your use of the vehicle (which we have been notified of prior to you returning the vehicle, which will include, for example, charges relating to traffic violations); and/or
iv. costs incurred as a result of exceeding any relevant mileage restrictions.
Where the pre-authorisation we take does not cover the charges you incur, we will request you make a further payment for the additional amounts owed.

Can I let anyone else drive?

Yes, but only if we have approved them. You may not let anyone drive the vehicle who hasn't been approved by us.
This shall not apply if, through no fault of your own, you are unable to drive the vehicle and the vehicle must be driven to prevent an imminent danger (e.g., if you’re in a medical emergency and you need to be taken to the hospital).
We charge a fee for every Additional Driver we allow to drive the vehicle. The price depends on the location you’re renting from, but you can expect it to be between EUR 5.50 and EUR 8.00 per day, per additional driver. The exact price will be shown during the booking process or disclosed to you before completing your booking. You may also call us to ask about the price.
If you rent the vehicle for more than 10 days, you'll only be charged this additional fee for a maximum of 10 days and this will cover the entire duration of your rental, up to 28 days.
All additional drivers must meet our age, driving licence and ID requirements. Find out more: Please refer to sections "Age Information" and "Driving license and ID requirements" on this document.
If any additional driver is outside of our age restrictions, we will also charge a driver surcharge 

Do you offer a 'meet and greet' service?

No, unfortunately we are unable to offer a 'meet and greet' service in Austria.

Can I pick up the vehicle outside your normal opening hours?
Yes, some rental locations offer an out of hour's pick-up service where you can collect the vehicle and any optional extras outside the rental location's normal opening hours.
The out of hour's pick up fee is 35.00 Euro.
You must give us at least 24 hours notice to organize out of hour's pick-up. We may be able to provide the service at shorter notice, but you will need to check with the Reservations team.

My rental has a mileage allowance (mileage flat rate). I have driven more kilometres than stated, how much will I pay for excess mileage? Many of our vehicles are provided with unlimited mileage. If a mileage allowance is included, this will be shown or disclosed to you before completing your booking and stated on your rental agreement, as well as in your booking confirmation email. If you go over the mileage allowance, the price depends on the vehicle and location - but you can expect it to cost between EUR 0,50 and EUR 2,00 for every kilometre you've driven over the allowance. The exact price for the additional mileage will either be shown or disclosed to you before your booking is completed and stated on your rental agreement. You may also call us to ask about the price.

Roadside Assistance
How much does Roadside Assistance Plus cost?
The price is EUR 7.00 a day. If you rent the vehicle for more than 10 days, you'll only be charged this additional fee for a maximum of 10 days, but this will cover the entire duration of your rental, up to 28 days. The exact price for this will be either shown or disclosed to you before completing your booking and stated on your rental agreement. You may also call us to ask about the price.
More information on Roadside Assistance Plus: See Sections 9) and 17) of the General Conditions of Rental Can I smoke in the vehicle?
No, you are not allowed to smoke in it. If we believe anyone has smoked in the vehicle during the rental period, a specialist cleaning charge will apply.

Are there any roads or zones where I need to pay a fee before I can enter?
Yes, certain areas, such as highways have congestion charging zones meaning you need to pay a fee if you wish to drive in certain areas, on certain days and during certain times. In addition, there are toll roads and toll bridges which require you to pay a fee if you wish to use them. If you do not pay these charges before you enter such areas or use such roads or bridges, you will incur a fine. 

We recommend you check the internet to find out about any restricted areas before you travel. Websites such as www.urbanaccessregulations.eu provide useful information.  If the rental location is in or near a restricted area, we will tell you about it when you pick up the vehicle.  We are unable to tell you about any other restricted areas.

I have been caught speeding, or I didn't pay a parking charge; what will I have to pay?
You are responsible for all fines and charges issued as a result of you or your additional drivers using the vehicle. You will find further information on this in the General Conditions of Rental.
If a fine or charge is sent to us because you haven't paid a charge or complied with the law, we will take payment for:

• Our processing fee of EUR 30.00 for every fine or fee that has been issued, and
• The fine or charge itself - if we have to pay it

I parked the vehicle at the entrance to a property or in a private parking space without authorisation. Will I be charged for the costs that ensue?
Yes, if you parked the vehicle at the entrance to a property or in a private parking space without authorisation and you are charged with trespass by the person affected, you must compensate us the ensuing reasonable costs of proceeding, in addition to a processing fee of EUR 30.00. We do not charge the processing fee if you or your passengers/additional drivers are not at fault with regard to the trespass.
I've left the interior of the vehicle very dirty and made it smell. Will I be charged to clean it?
Yes, if the interior of the vehicle is especially muddy, dirty, stained or has an unpleasant odour, and our standard cleaning procedure cannot deal with this, you will be charged a Specialist Cleaning Charge of EUR150.00. This does not apply if you and your co-driver/additional driver are not at fault (e.g., soiling due to an accident caused by a third party).
What happens if I don't return the incident report form or European accident form?
If you are involved in an accident, or the vehicle, key, accessory, a vehicle document or an extra is damaged, lost or stolen, you must complete a damage report form and in the case of an accident also the European Accident Statement report form correctly and in full and send it to us as soon as possible, but at the latest within seven days.
If you do not send us the damage report form or the European Accident Statement report form within seven days following the accident, loss or theft, a processing fee for our additional work amounting to EUR 30.00 will be levied, insofar as you are culpably responsible for the fact that we have not received a properly completed damage/accident report form within seven days. The payment of this processing fee does not, however, indemnify you from the obligation to submit to us the properly completed damage report form or the European Accident Statement report form. 

How much is the pre-authorisation?

• Equivalent to $110 in Euro dependant on the exchange rate at the time
• the vehicle rental price (including all optional extras you've requested), calculated at the start of the rental based on the intended length of the rental.

If you have selected our Pay Now option, when booking, the sum you have paid will be deducted from the value pre-authorised.
If you'd like more details, please call the Reservations team or ask a member of our team.

Avis New Zealand may require a customer renting a vehicle to complete a Rental Qualification Form and provide additional identification as it deems necessary or appropriate or in accordance with applicable law. For further information and to download the form please click here.  https://www.avis.co.nz/en/rental-qualification-policy

How much does it cost if I do not agree to extend the rental period and I return the car more than 29 minutes late?
The late return administration fee is EUR 15.00. In addition, we calculate an additional rental fee for every part-day of the late return, which is set out in more detail in the General Conditions of Rental.

What countries am I allowed to take the vehicle to?

You may drive the vehicle in the following countries with exceptions:

• Austria (A)
• Andorra (AND)
• Belgium (B)
• Bosnia-Herzegovina (BIH)
• Czech Republic (CZ)*
• Switzerland (CH)
• Germany (D)
• Denmark (DK)
• Spain (E)
• France (F)
• Finland (FIN)
• Liechtenstein (FL)
• Italy (I)
• Ireland (IRL)
• Luxembourg (L)
• Monaco (MC)
• Norway (N)
• Netherlands (NL)
• Poland (PL)*
• Portugal (P)
• San Marino (RSM)
• Sweden (S)

Porsche vehicles may only be driven in Austria (A), Germany (D) and Switzerland (CH), France (F) and Monaco (MC).

*Select Series vehicles are not allowed to enter following countires.

• Czech Republic (CZ)*
• Poland (PL)

You are not allowed to enter Albania (AL), Armenia (AM), Azerbaijan (AZ), Bosnia-Herzegovina (BIH). Bulgaria (BG), Belarus (BY), Cyprus (CY), Estonia (EST), Georgia (GE), Greece (GR), Iceland (IS), Kazakhstan (KZ), Kosovo (RKS), Croatia (HR), Latvia (LV), Lithuania (LT), Malta (M), Macedonia (MK), Moldova (MD), Montenegro (MNE), Romania (RO), Russia (RUS), Serbia (SRB), Slovakia (SK). Slovenia (SLO), Turkey (TR), Ukraine (UA), Hungary (HU) and outside continental Europe. Weiterhin verboten ist die Benutzung: Auf den Balearen, den Kanarischen Inseln, Korsika, Kreta und Sardinien

Can I buy a product to allow me to drive in other countries?
Yes, if you purchase Travel East cover, you can also drive our vehicles to the following countries, with exceptions:

•  Hungary (HU)
•  Croatia (HR)
•  Slovenia (SLO)
•  Slovakia (SK)

Excluding Select Series and categories I (e.g. MB E-Class) and J (e.g. MB GLC):

• Bosnia-Herzegovina (BIH)
• Romania (RO)
• Serbia (SRB)

How do I buy Travel East cover?

Travel East is only available at selected rental locations and on selected vehicles. To find out where you can buy it, learn about any restrictions that apply and to get a quote, please call the Reservations Team.
If you buy Travel East, and drive in any of the additionally permitted countries, you may only park the vehicle in supervised car parks or supervised parking areas, and you may not provide the keys to any third parties under any circumstances (for example, to use a valet parking service).

What is the cost of the Travel East cover?

You can expect to pay EUR 10.00 a day If you rent the vehicle for more than 8 days, you'll only be charged this additional fee for a maximum of 8 days and this will cover the entire duration of your rental, up to 28 days. The exact price will be shown during the booking process or disclosed to you before completing your booking. You may also call us to ask about the price.