Customer support

Drop off

If you are returning the vehicle outside of the regular working hours of the office and leaving the etui with the documents and the keys in the “Key Box” specified for such a purpose, be certain to leave the vehicle in the agreed drop of location, make sure it is secure and lock it. Also, be certain to check the car security information in the Technical inquires section.

After you drop off the vehicle make certain you photograph it from all sides, note the exact mileage and fuel level and send us the complete documentation via email.

If after check up by a CARWIZ employee, additional damages are discovered, we will inform you of the costs incurred via email, as well as back them up with photos and necessary documentation.

In addition to the “Key Box” service, the arrival of a CARWIZ employee can be arranged in advance, this will be charged by our current price list.

We advise you to pay with the credit card that was used to authorize the funds and make the deposit during vehicle pick up.

Also, you can pay with another credit, debit or electron car, as well as in cash in Kuna’s (HRK).

If you have the necessary insurance for the damage caused to the vehicle, and the necessary documentation you will not need to pay for the damages.

In case the damage you caused to the vehicle is not covered by the chosen insurance, it will be charged to you in accordance to already defined tariffs and vehicle categories, from the deposit funds that were reserved on your credit card during vehicle pick up, and to the maximum of the insurance excess. In addition to this, and administration fee for vehicle damages is also charged per our current price list. This is charged during vehicle drop off. The client needs to present all the documentation that was given to him by the police or by any other person (police report, Alco test report, filled euro damage report) and fill out an accident statement in the vehicle drop off office.

CARWIZ withholds the right to charge the whole expense of the damage caused if the Client was not acting in accordance to the rules and regulations of the Republic of Croatia, or if he did not follow the procedure of reporting the accident.

If you have insurance or insurance excess with a different company or insurance agency, it is extremely important that you complete the whole procedure (Alco test, filled euro damage report), and that at the vehicle drop off you ask for copies of the complete documentation and damage invoices issued to you by CARWIZ rent-a-car.  All the gathered documentation and damage invoices need to be presented to the company or insurance agency in which you have signed the insurance policy to get your money refunded. For additional documentation please contact our Customer support.

If there is a need for additional payment after the rental period has ended you will be informed of it via email.

Some of the possible reasons for additional payments

  • Parking tickets
  • Traffic tickets
  • Vehicle damages, or drop offs with fuel level below the pick-up level discovered after drop off via key box
  • Damages discovered after car cleaning if they were no visible during drop off

Your deposit is returned after rental expenses are charged from it, and the difference should be automatically released. The time for the return of the deposit to your account can last from 15 to 4 days and it depends on your credit card and bank. CARWIZ rent-a-car does not have access to the authorized funds and cannot use them without your approval.

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You can send your review to us via email to or via our websites online questionnaire.

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