Last updated: 2025
These General Terms and Conditions govern the rental of vehicles by M.A.C.K. d.o.o., Frana Supila 5, 20000 Dubrovnik, Croatia | VAT ID: HR54622707977. By signing a rental agreement you confirm you have read and agree to these terms in their entirety.
MACK — M.A.C.K. d.o.o., Frana Supila 5, 20000 Dubrovnik, Croatia, VAT ID: HR54622707977.
Renter — the person or legal entity renting the vehicle, responsible for all contract obligations.
Driver / Additional Driver — a natural person listed on the rental agreement as "Client / Driver", responsible for all provisions of the agreement.
User — Renter, Driver and Additional Driver collectively.
Contract — the individual rental agreement signed at vehicle pick-up, authorising vehicle use and defining pick-up/drop-off, coverage, equipment, services, payment method, mileage, fuel level, damage status, and the rights and obligations of both parties.
Client's requests not compliant with these Terms may be approved at MACK's discretion and will be noted on the Contract.
By signing the contract the user confirms taking over the vehicle in the appropriate condition with all pertaining equipment and documentation. The driver guarantees responsibility to the lessor in solidarity with any legal person whose behalf they act.
By signing, the user guarantees having fulfilled minimum age requirements for a driving licence, possessing all required documentation, and operating the vehicle in accordance with valid regulations of the Republic of Croatia. Original documents must be presented; copies are kept as annex to the contract.
The user is held responsible for traffic violations during the contract term, even after the contract ends.
In the event of damage, missing equipment or tools, missing documentation, licence plates, or vehicle keys, the user is obliged to compensate the costs.
The user is responsible for damage to the engine, mechanical parts (e.g. lack of oil, coolant or other fluids), as well as damage to the sump, clutch, undercarriage, vehicle interior, seats, licence plates, pouring wrong fuel or other failures caused by user negligence.
In all these cases the user reimburses the lessor with the full amount of vehicle repair costs, plus the daily rent lost for the duration of repair (no more than 30 days), and any other damages such as towing costs or impaired vehicle value.
Use of the vehicle according to the manufacturer's instructions is required. Damages from non-compliance with instructions are not covered by insurance and are the user's obligation.
In the event of an accident, vehicle damage, theft, engine breakdown or similar circumstances:
The user must report any damage to the police. Failure to provide a police record, failure to make a statement, or failure to provide an alcohol test means all damage costs will be borne by the vehicle user in full, including lost profits from daily rent for up to 30 days, regardless of the user's fault or whether additional insurance (CDW+/SCDW) was purchased.
If the User is the responsible party, the User is held responsible for replacement vehicle and towing costs. If not responsible, MACK will supply a replacement vehicle within 48 hours and organise towing.
CDW / TP coverage reduces the risk and amount of participation (excess) in damage, provided the damage was not caused by violating these terms or deliberate improper use. CDW reduces liability for damage or theft up to the excess (franchise) amount. Coverage for passengers in an accident (PAI) is included; driver and passengers are insured for death and disability to the extent decided by the insurance company.
SCDW (Zero Excess): by accepting and paying for this additional coverage the user can limit their overall liability for damage to zero.
Basic protection (CDW) and SCDW do NOT cover: destruction/damage to tyres, wheels or hubcaps; destruction/damage to the undercarriage; the vehicle interior (unless the interior is damaged in an accident); all windows; any damage without a record. By signing the rental agreement the user authorises the lessor to charge the credit card holder for all costs, failures or losses up to the franchise or the full damage amount if these terms were not adhered to, including damage discovered after the vehicle was returned of which the user did not notify the lessor.
Insurance does not cover damages done in high-risk areas or war zones, or when the rental car is used outside Croatia during transportation on the ferry or on the islands without written consent of the lessor.
CDW and SCDW do NOT cover: lost or damaged vehicle documentation, car keys, or licence plates; any damages which were not reported to the Police and a MACK representative, and for which the User did not supply a police report.
Roadside assistance is available only within the borders of the Republic of Croatia. Taking the car across the border means the client accepts this responsibility.
If the contract has been filled in and the rental started, the User does not have the right to cancel the contract.
MACK reserves the right to cancel the contract unilaterally at any point of rental by notifying the client by email or phone at least 12 hours in advance.
If the User returns the vehicle before the agreed time, costs are calculated according to the terms agreed on the contract regardless of changes made after signing. No refund of rent or additional services in case of early return, late cancellation, or no-show. If the User uses the vehicle even after the rental period ended, MACK reserves the right to charge the rent until the vehicle was returned, plus the late return fee per the official pricelist.
The lessor reimburses the user for costs of oil, lubricants, regular servicing, and minor repairs that occurred during the lease period, except the cost of washing the vehicle, after submitting all settled invoices.
The invoice must be addressed to: M.A.C.K. d.o.o., Frana Supila 3, 20000 Dubrovnik, Hrvatska, VATID: 54622707977.
Reimbursement requires prior agreement of an authorised MACK representative; otherwise reimbursement will not be feasible.
By signing this Agreement, the Renter acknowledges and agrees that providing personal information is mandatory for renting a vehicle. The Renter's personal data — including but not limited to name, address, contact details, driver's licence information, and payment details — will be collected and processed in accordance with applicable data protection laws.
The Company shall retain the Renter's personal data for as long as necessary to fulfil legal obligations, including but not limited to identifying the driver in cases of traffic violations, parking fines, toll charges, or any other legal matters arising from the use of the rented vehicle. Such data may be shared with relevant authorities, law enforcement agencies, or third parties responsible for processing fines and legal claims, as required by law.
The Renter acknowledges that failure to provide the required personal information will result in the inability to rent a vehicle. The Company commits to handling all personal data securely and in compliance with applicable privacy regulations.
The lessor is not liable for the loss of personal objects or damage suffered by the user due to delay in the delivery of the vehicle, or for damages that might be incurred by the user due to malfunction of the vehicle during the rental period.
The lessor has the right to terminate the rental contract and immediately take possession of the vehicle if the user fails to act in accordance with any provision of these terms and conditions or the rental agreement, or if the vehicle is damaged. The termination of the rental service under these provisions does not put into question other rights of the lessor stated under these terms.
This contract is drawn up in two identical copies, of which one is given to the user and the other is retained by the lessor. By signing, the User accepts this contract and all of its provisions, and the acceptance of damage coverage from Article 8 accepts the conditions and terms of the coverage.
Amendments to this contract may only be done in writing; oral agreements are considered invalid.
In the event of a dispute both parties agree to submit the issue to the jurisdiction of the court in Zagreb, under Croatian law.