In this section you will find answers to frequently asked questions about reservations.
We cannot guarantee a specific make, model or color of vehicle. We can only guarantee a category of vehicle.
We cannot guarantee whether the vehicle will be diesel or petrol if it is not stated on our website.
There is no charge for making and canceling a reservation.
If you have not received a booking confirmation, please check your spam folder. If you still cannot find the confirmation, please contact our reservation office at email@example.com or phone number +385 (0)1 2900 333.
We definitely recommend booking additional equipment before renting to make sure it will be available when you pick up the vehicle.
We suggest making the reservation at least 24 hours in advance, while in the season of high demand (July and August) it is recommended to make it few days in advance.
When making a reservation, the exact time of picking up the vehicle must be stated, but if you want to change the time of picking up, you can do so by contacting our reservation office or pick-up office.
In this section you will find answers to frequently asked questions about payment methods and conditions.
A credit card is used as the rental payment guarantee. When taking over the vehicle, we authorize the credit card (reserve funds) for the amount agreed upon (the amount depends on the type of safeguard clauses you choose). The time required to unblock funds can take up to 30 days depending on the bank.
The deposit cannot be left in cash, a credit card is required.
You can pay by credit and debit cards, as well cash (EUR), using American Express points or bank transfer if indicated when booking, and installment payment.
It can be in the event that after the rental there is a need for any additional charge (penalty for improper parking during the rental; traffic violations; damage discovered after washing the vehicle that was not visible in case the vehicle was extremely dirty; damage to the vehicle; or returning the vehicle with less fuel than agreed upon detected after the return of the vehicle via the key box).You will be notified of all subsequent charges via email or telephone.
The participation in the damages is the maximum amount charged in case of new damage to the vehicle, and the deposit is the amount that includes the participation in the damages, as well as the costs agreed upon taking over the vehicle (e.g. car rental, additional equipment etc.).
You can get the safeguard clauses when taking over the vehicle, and our employees will explain to you what benefits they bring you.
Safeguard clauses do not limit or exclude the liability of the user in other circumstances provided by legal regulations and insurance rules governing the loss of insurance rights. Also, these clauses do not exclude or limit liability for damage to the vehicle caused by war operations or riots, or damage due to loss / damage to additional and mandatory vehicle equipment, keys and documents. Also, additional safeguard clauses in no way limit or exclude the liability of users for damages caused to third parties and their property.
If you do not have safeguard clauses, the damage will be charged from the deposit according to the price list for your vehicle category.
Yes, you can pay when picking up the vehicle. In this case, the amount preauthorized from your credit card is lower (with safeguard clauses, preauthorization is reduced to a minimum).
In this section you will find answers to the most frequently asked general questions.
The border crossing fee is only paid if you travel to non-EU countries because there is a higher risk of theft, damage, etc. in those countries. The fee is 59,00 EUR and DOES NOT depend on the number of rental days or the number of countries you visit.
Yes, you do need to pay the fee.
Motorways in the Republic of Croatia are paid for in cash or with a bank card when exiting the motorway.
You can pay the parking ticket directly to the issuer or when returning the vehicle with additional administrative costs. If you commit an offense, we as the owner of the vehicle will receive a penalty of which we will notify you by email or telephone.
Yes, but only if the interior of the vehicle was dirty or the smoking ban was violated.
Unfortunately, we are not able to provide parking spot for your personal vehicle, but we can tell you where you can park your vehicle for the duration of the rental.
No, we do not provide this service.
Basic package (included in the price) - The user's liability is reduced / limited to the payment of a contractual penalty in case of vehicle damage (CDW) or in case of vehicle theft (TP), in accordance with the General Terms and Conditions of the ORYX vehicle rental agreement and up to the amount defined in ORYX price lists.
Silver package - By negotiating and paying this fee, the User is relieved of the obligation to pay a contractual penalty, but this clause does not limit the User's liability for: destruction/damage to car tires; rims or hubcaps; the underside; the windows, all in accordance with the General Terms and Conditions of the ORYX vehicle rental agreement.
Gold package - By negotiating and paying this fee, the User is completely relieved of payment for any damages on the vehicle and the obligation to pay a contractual penalty, all in accordance with the General Terms and Conditions of the ORYX vehicle rental agreement.
Platinum package - By negotiating and paying this fee, the User is completely relieved of payment for any damages on the vehicle and the obligation to pay a contractual penalty. This package also insures drivers and passengers against an accident, in the event of death or disability, up to the amounts prescribed by the insurance company with which the ORYX vehicle is insured, in accordance with the conditions of that insurance company.
In this section you will find answers to the most frequently asked technical questions.
Contact the nearest branch to return it. In this case, you will only pay for the time of using the accessories.
Smoking is not allowed in our vehicles. If there is a violation of the ban, a fee is charged for the service of dry cleaning the vehicle.
Yes, but please note that a dry cleaning service fee is charged if the interior of the vehicle gets dirty.
In the event that the vehicle does not have a full tank of fuel, you can return the vehicle with the same fuel level as you picked it up.
The type of fuel is stated on the lease agreement and on the documents from the vehicle. Also, the fuel label is located on the inside of the fuel tank cap.
At the branch, you pay for the missing fuel and the vehicle refueling service.
All our vehicles are equipped with mandatory equipment that complies with local and European road safety laws.
Mandatory equipment consists of a reflective vest, safety triangle, first aid kit, set of spare bulbs and fuses that are in a case stored in the trunk of the vehicle, fire extinguisher and winter tires in the period from November 15th to April 15th.
In that case, be sure to contact the branch so that we can take required steps and allow you to continue using the vehicle as soon as possible.
By law, all children up to 150cm height must be secured in a car seat attached to the vehicle.
All child seats meet high security standards and are clean, and installation instructions are on each seat. ORYX employees are not required to install a seat in the vehicle, but they will certainly help you with this.
Be sure to call the police and inform the branch.
In this case, it is necessary to contact the branch. Be sure to pay attention to the lights and messages on the instrument panel of the vehicle and use the manual located in the compartment in front of the front passenger seat.
Before and after each rental, a joint inspection of the vehicle is performed and all damages to the vehicle are listed and documented (pictures) in the system and on the check list.
Be sure to contact the branch that issued the vehicle.
It is charged if the service determines that the driver is responsible for the problem on the vehicle (exception is if the customer has taken Roadside Assistance service when signing the rental contract).
You will receive a replacement vehicle within 24 hours, with some additional fees possible.
In this section you will find answers to the most frequently asked questions about car rental conditions.
No. You have an unlimited number of kilometers/miles that you can make.
Yes. All you have to do is go to the nearest branch, and payment will be made at the end of the rental for the period of using that specific additional service/equipment.
To rent a car, you need a valid driver's license, ID card or passport and a credit card in the driver's name (Diners, Visa, Master, American Express).
You must have an international driver's license if your driver's license is not printed in Latin script.
The minimum age to rent a vehicle is 18 years old with at least one year of driving experience. Drivers under the age of 21 pay a young driver fee. There is no maximum age.
Yes. In this case, a fee for an additional driver is applied (check the booking conditions).
You can pick up and return the vehicle outside working hours for an additional fee. On the other hand, returning vehicles in our branches at airports is free of charge and includes the key box where you can leave the keys.
In our offer of additional equipment there are: GPS, WiFi, raised child seat, child seat (9-30kg), infant seat (0-13kg). An overview of the same can be found here.
The vehicle can be returned to another branch, but in that case an additional fee will be charged. Be sure to contact the branch or reservation office in advance to find out about additional fees.
You may, but for an additional fee. It is important that you let us know when you pick up your vehicle. If not specified, the client is liable for the damage to the car if it occurs on the ferry.
You can get a larger vehicle for an additional fee and if the requested vehicle is available at that time.
The rental can last less than 24 hours, but you will be charged for the whole day, according to our policy.
Yes, you can return the vehicle before the scheduled date with prior notice.
The allowed delay is 1 hour. After that time, an additional day and late fee is charged.
It is possible with an additional fee which depends on the distance of the branch to the desired location.
Yes. In that case you don't need to refuel the car before returning it.
Yes, but in that case that person must be specified in the contract as an additional driver which implies additional fees.
We cannot issue a vehicle to a person who does not have physically present documents.
If you have informed us in advance, the vehicle will be waiting for you until your arrival, otherwise we cannot guarantee that the vehicle will be available.
The amount of the deposit depends on the group of vehicles being rented and the period of use. There are different amounts of liability in the event of damage to the vehicle for each group of vehicles.
You will inspect the vehicle together with our employee for any eventual damage, before and after.
Be sure to contact your branch or reservation office. We will do our best to provide you with the same vehicle, but we cannot guarantee the same.