By selecting the relevant topic below, you can quickly access frequently asked questions about the rental process, payment/invoicing, and steps after an accident. This content is for informational purposes; final practices and responsibilities are evaluated within the framework of the signed rental agreement and current rental terms and conditions.
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Vehicle Rental Processes
The application of winter tires may vary depending on legislation and regional requirements. In periods and regions where it is not mandatory, it may be charged as an additional service upon request.
We recommend obtaining information at the reservation stage regarding equipment provided free of charge and seasonal practices.
Vehicles are expected to be returned with a normal level of soiling arising from standard use.
In cases of unusual soiling, heavy stains/odor, or situations requiring special cleaning, an additional cleaning procedure and related cost may be charged.
Reservations are managed based on the selected vehicle group. Depending on operational availability, an equivalent vehicle within the same group may be allocated.
If a specific brand/model request is submitted, it is noted; however, it is subject to fleet availability at the time of delivery.
The option period may vary depending on seasonal intensity and vehicle availability.
To finalize the plan, it is recommended to confirm the reservation before the option period expires.
Changes such as date/time, vehicle group, and delivery/return location may be evaluated subject to availability.
Changes may be updated depending on pricing, campaign terms, and stock status. For clarity, it is recommended to submit the change request as early as possible.
Subject to availability, requests for additional services/extras during the rental may be evaluated.
Pricing and the approval process are clarified depending on the type of product/service requested and operational planning.
The mileage policy may vary depending on the selected product/rental plan. If you need additional mileage, you can request it during the reservation stage or while the rental is ongoing.
The applicable package and pricing are shared within the framework of the relevant rental plan.
Invoicing and Payment Processes
The invoicing process may vary depending on the rental type, payment method, and corporate/individual procedures.
Providing your invoicing details before the reservation helps the process proceed quickly and accurately.
A pre-authorization is not a sale transaction; it is a security pre-block. The release/refund timeframe may vary depending on banks’ processing.
After the rental is closed, the relevant notification is made to the bank; the reflection of the release on your account depends on your bank.
HGS/highway-bridge tolls are processed via the system installed in the vehicle.
Toll fees and any applicable service charges may be collected after reporting at rental closure.
Traffic fine notifications may be affected by official systems and service-of-notice processes.
Fines incurred during the rental period may be evaluated under the renter’s responsibility within the scope of legislation and the contract.
In some cases, a financial assessment may be requested for risk management, secure rentals, and prevention of abuse.
The practice may vary depending on the rental type, customer history, and risk criteria. If conditions are not met, reservation cancellations/refunds are carried out within the contractual framework.
Accident Situation and Afterwards
Replacement vehicle processes are evaluated depending on the nature of the damage, the coverage package, operational availability, and contractual terms.
Priority is ensuring safety and completing the official reporting steps.
First, move to a safe area, turn on your hazard lights, and use a warning triangle/reflector.
Contact the support channels provided to you; if this is not possible, it is recommended to wait in the nearest safe location and try again, and in emergencies to contact official lines such as 112/155.
Depending on the nature of the damage, documents such as an accident report, an official traffic report, and where required an alcohol test report may be requested.
Since the correct set of documents may vary based on the circumstances of the incident, you should proceed in line with the guidance of our support team.
The included coverages and scope vary depending on the selected rental plan and the reservation content.
The scope stated in your reservation confirmation, as well as the contract signed at delivery and the current rental terms and conditions, shall prevail.
