Help center

As a HAK member, you get an additional 15% discount on the vehicle rental price and all additional services on offer.

You can pick up the vehicle at our branch in Zagreb, Ilica 271/1.

By arrangement and for an additional fee, the vehicle can be delivered to your location.

Although we do our best to take every customer's wishes into account, unfortunately we cannot guarantee a specific model, only the selected car category.

A credit card is not required when booking; it is pre-authorised when you pick up the vehicle.

You do not need to provide your driving licence number or details when booking, but you must bring a valid driving licence and ID card with you to pick up the selected vehicle.

All our customers are free to travel with the rental vehicle, including by ferry, but an additional fee is charged.

As our customer, you are free to travel with the rental vehicle within the Republic of Croatia, the countries of the region and most EU countries. However, an additional fee is charged if the vehicle is used outside the Republic of Croatia.

Payment by credit card is possible and preferred, but only as a single payment, without the option of paying in instalments.

No, there is no mileage limit for short-term rentals.

Additional cover lets you reduce your personal liability if the vehicle is damaged. It can be reduced or removed completely. The insurance excess depends on the vehicle category, the selected package and the number of rental days. You can check the price of additional packages during the booking process.

Yes, the vehicle is full when you pick it up and must also be returned full. If the vehicle is not returned full, the difference will be charged according to the current price list, plus a refuelling fee.

When picking up the vehicle, you need to present a valid ID card, driving licence and the credit card required for the pre-authorisation.

When picking up the vehicle, the deposit can only be left using a credit or debit card.

A pre-authorisation, or deposit, is a temporary hold on funds that guarantees payment for the rental and any additional costs. The deposit amount depends on the vehicle category, rental period and cover packages. The deposit is released 7 to 30 days after the pre-authorisation.

When parking and leaving the vehicle, always follow these steps:

• close all windows and/or the sunroof completely
• put the gearbox in first gear or reverse (in vehicles with an automatic gearbox, always set the lever to P)
• always apply the parking brake and switch off the engine
• do not leave personal belongings in visible places in the vehicle (bags, gadgets, etc.); we cannot be held responsible for your personal belongings
• lock the vehicle and check that all doors are locked
• always take the vehicle document wallet and the key with you

Smoking is not allowed in our vehicles, and we kindly ask you to respect this rule so that our vehicles stay spotlessly clean and the interior always smells pleasant. If this rule is not respected, we will have to charge you for a deep-cleaning service, because we make every effort to keep all our vehicles clean and fresh inside.

All vehicles in our fleet are fitted with mandatory equipment in line with local and European road safety laws. The mandatory equipment consists of a reflective vest, a warning triangle, a first aid kit and a set of spare bulbs and fuses, kept in a case in the boot together with a fire extinguisher of the appropriate size.

As soon as possible, report the loss and/or theft of the document wallet and/or licence plates to the nearest police station, where you will receive a confirmation of the incident. You must hand this confirmation to our branch staff when returning the vehicle. Please also inform our technical service by e-mail and/or phone within 24 hours.

If you plan to visit the islands, take a ferry or cross the border during the rental, you need to pay a fee when picking up the vehicle.

Our additional equipment includes GPS devices and child seats/boosters for rent.

If the equipment is available, you can rent it, and prices are charged according to the rental period.

You can extend the rental period by calling 072 1987 00.

In the event of a traffic accident, immediately contact the HAK contact center (tel. +385 1 4693 755) and HAK Rent a Car (tel. +385 72 1987 00).

If the vehicle is immobilised or there are any other difficulties, contact the HAK contact center and HAK Rent a Car.

If any additional charge is needed after the rental, you will be informed by e-mail.

Some possible reasons for additional charges:

• Parking fines issued during the rental
• Traffic fines issued during the rental
• Damage to the vehicle or returning the vehicle with less fuel than at pick-up
• Damage discovered after a full vehicle wash, if it was not visible at return because the vehicle was extremely dirty.

It can take from 7 days to 4 weeks for the deposit to be returned to your account, depending on your credit card and bank. HAK Rent a car has no access to the authorised funds and cannot use them without your approval.

If you have not purchased full damage cover and you have caused damage, a damage report will be made when the vehicle is returned and the amount will be charged according to the current price list published on the HAK Rent a car website.

The branch is open from 8 am to 4 pm, and the vehicle must be returned at the same time of day it was picked up. If you are more than one hour late, an additional day will be charged.

You can return the vehicle at our branch in Zagreb – West, Ilica 271/1 (vehicle parking is at the Ciglana Črnomerec car park).

By arrangement and for an additional fee, the vehicle can be collected from your location.

For membership enquiries, call 0800 9987 or find more information on the Croatian Auto Club website www.hak.hr

Members get access to special rental prices, promotional offers, extra discounts and other benefits depending on the active membership programme.