Customer support

In the shortest possible time report the loss or theft to the nearest police station, where you will receive a confirmation document of the event that occurred. At vehicle drop off be certain to submit it to our colleagues in the office. Also, please inform us of the situation in the period of 24 hours after it has occurred via email or by phoning our technical support.

In case you lost your car keys, please contact our technical support, with whom you will arrange the delivery of the spare key to your location, and who will inform you of the costs that will be added to your bill during vehicle drop off.

If the rented vehicle cannot be unlocked, please check if the key has been mechanically damaged or if it was under the influence of water (e.g. you dropped your key in to the sea). If the answer to these questions is no, the key probably has a faulty battery or some other type of electrical malfunction. However even in the case you have a mechanical (conventional) key or Bluetooth key, you can always unlock it in the following way:

MECHANICAL (conventional) key: If the driver’s side of the door does not have the lock visible, please remove the plastic hoodie from the door handle and use the key itself to unlock the vehicle. Please return the plastic hoodie to the colleagues in the office during drop off or leave it in the designated place.

BLUETOOTH key: If the driver’s side of the door does not have the lock visible, please remove the plastic hoodie from the door handle and use the key itself to unlock the vehicle. Please return the plastic hoodie to the colleagues in the office during drop off or leave it in the designated place. When accessing the vehicle, you must always first open the front door.

If you cannot start the vehicle, please follow these steps

• If you have a mechanical (conventional) key, unlock the wheel by moving it left and right until you turn the contact on, and if you have a Bluetooth key, move the key case away from electronical device (smartphone, iPod, etc.) The Bluetooth key must be inside the vehicle, and all the doors need to be closed.
• In case of an automatic transmission, close all doors, push the brake pedal, during ignition the gear shift knob must be in P or N, turn the key or push start (depending on the car equipment)
• In case of robotized transmission; close all doors, press and hold the brake pedal, the gear shift knob must be in N turn the key or push start (depending on the car equipment)
• In case of manual transmission: close all doors, push and hold the clutch pedal, put the gear shift knob in neutral position, turn the key or push start (depending on the car equipment)
• However even if the vehicle engine does not turn on after performing the actions stated above, and the instrument panel does not show signs of ignition, the vehicle probably cannot start due to some malfunction. Check if any message appears on the dashboard or instrument panel. Also, try and remember if you left on the lights, radio or similar which could have drained the cars battery and make it impossible to turn on the vehicle. In such a case please try to start the vehicle by using jumper cables. For your own safety, and to avoid potential damage to the car, please do not try to start the vehicle by pushing it or going downhill, nor by putting it in to gear or by using the clutch.  This could cause a huge and very expensive malfunction to the vehicle. If you do not manage to turn the vehicle on, please contact out technical support.

If the rented vehicle cannot be unlocked, please check if the key has been mechanically damaged or if it was under the influence of water (ex you dropped you key in to the sea). Also, please check that you have turned off the contact, and that all the doors are fully closed. If the answer to these questions is no, the key probably has a faulty battery or some other type of electrical malfunction. However even in the case you have a mechanical (conventional key) or Bluetooth key, you can always unlock it in the following way:

MECHANICAL (conventional) key: If the driver’s side of the door does not have the lock visible, please remove the plastic hoodie from the door handle and use the key itself to unlock the vehicle. Please return the plastic hoodie to the colleagues in the office during drop off or leave it in the designated place.

BLUETOOTH key: If the driver’s side of the door does not have the lock visible, please remove the plastic hoodie from the door handle and use the key itself to unlock the vehicle. Please return the plastic hoodie to the colleagues in the office during drop off or leave it in the designated place.

ADVICE  1: If the rented vehicle is equipped with a Bluetooth key, we advise you not to keep it near other electronical device (mobile phones, notebooks, strong magnetic field) since their presence can cause signal interference due to strong magnetic radiations and limit their effectiveness

ADVICE 2: We ask you, that regardless of the key in your possession, you do not lock the vehicle if someone is staying inside the vehicle.

ADVICE 3: We ask you that, regardless of the type of key in your possession, you never leave it inside the vehicle, as it could lead to unwanted vehicle locking.

If you cannot start the vehicle, please follow these steps

• If you have a mechanical (conventional) key, unlock the wheel by moving it left and right until you turn the contact on, and if you have a Bluetooth key, move the key case away from electronical device (smartphone, iPod, etc.) The Bluetooth key must be inside the vehicle, and all the doors need to be closed.
• In case of an automatic transmission, close all doors, push the brake pedal, during ignition the gear shift knob must be in P or N, turn the key or push start (depending on the car equipment)
• In case of robotized transmission; close all doors, press and hold the brake pedal, the gear shift knob must be in N turn the key or push start (depending on the car equipment)
• In case of manual transmission: close all doors, push and hold the clutch pedal, put the gear shift knob in neutral position, turn the key or push start (depending on the car equipment)
• However even if the vehicle engine does not turn on after performing the actions stated above, and the instrument panel does not show signs of ignition, the vehicle probably cannot start due to some malfunction. Check if any message appears on the dashboard or instrument panel. Also, try and remember if you left on the lights, radio or similar which could have drained the cars battery and make it impossible to turn on the vehicle. In such a case please try to start the vehicle by using jumper cables. For your own safety, and to avoid potential damage to the car, please do not try to start the vehicle by pushing it or going downhill, nor by putting it in to gear or by using the clutch.  This could cause a huge and very expensive malfunction to the vehicle. If you do not manage to turn the vehicle on, please contact out technical support.

If your vehicle is equipped with a mechanical handbrake, for easier release, always press and hold the brake pedal while releasing the hand brake. Always lift the hand brake a little, and press the button. In this way, you will lover the resistance and the hand brake will be easier to release.

If your vehicle is equipped with an electrical (automatic) hand brake, it is released automatically during vehicle start. But if your rented vehicle is equipped with a manual gear shift, the handbrake is automatically release when you switch the gear shift knob in to first speed or reverse and releasing the clutch while pushing the gas pedal. All doors must be closed at that time. Vehicles from Volkswagen, Audi, Seat and Škoda also have the Auto hold function, which if turned on stops the car from starting if the driver does not have his seatbelt on.

ADVICE 1: If you are parking your vehicle on a slope, make sure that alongside pulling the handbrake you also put the gear shift knob in first speed or in reverse (for automatic transmission in P, and robotic in N), and turn the wheel to the side.

ADVICE 2: If outside temperatures are below zero, when parking your vehicle, if possible, do not pull the hand brake so it would not freeze, and make vehicle starting impossible later. If the vehicle has manual transmission, leave the gear shift knob in first speed, for automatic transmission in P position, and for robotic transmission in N (after the vehicle is turned it will be automatically blocked).

What is auto hold and does the rented vehicle have it?

Auto hold function holds the vehicle on a slope for easier start up. This function, if the mechanical/electrical handbrake is released, holds the brake for a couple of seconds while the driver is switching his leg  to the gas pedal, so the car would not go down the slope.  Most of the cars in our fleet are equipped with the mentioned function, however, on our web you can find the technical specifications and the equipment list that the rented vehicle has, as well as if it has the auto hold function or not.

Auto hold function holds the vehicle on a slope for easier start up. This function, if the mechanical/electrical handbrake is released, holds the brake for a couple of seconds while the driver is switching his leg  to the gas pedal, so the car would not go down the slope.  Most of the cars in our fleet are equipped with the mentioned function, however, on our web you can find the technical specifications and the equipment list that the rented vehicle has, as well as if it has the auto hold function or not.

So you could be certain what type of fuel the rented vehicle uses, the outside part of the fuel tank has a sticker with the needed fuel type. For added visibility there is also a factory mark on the inside part of the fuel tank cap. For even better visibility it is also stated on the car key chain.

ADVICE 1: It is always necessary to put more than 10 litres of fuel so the vehicle can register the new fuel level.

ADVICE 2: Always make sure the engine is turned off when charging fuel.

If the vehicle is refuelled with the wrong fuel type, please do not try and start the engine to protect the vehicle from any further damage. Please contact our technical support which will organize the beast and cheapest solution for you so you can continue with you trip without any further complications.

ADVICE: Before refuelling always make certain the fuel is compatible with our vehicle, according to the labels on the vehicle, and car key chain.

If the rented vehicle runs out of fuel during your drive, try and stop the vehicle in the safest possible conditions, turn on all 4 signal lights, shut down the engine, activate the hand brake and put the signal triangle on the proper distance from the vehicle. At the closest gas station buy a plastic canister and pour in at least 5 litres of the proper fuel (according to the label on the fuel tank cap). If after a couple tries the vehicle engine still does not start, please avoid further attempts as to reduce the possibility of damaging the engine, and contact our technical support.

ADVICE: Never drive with a low fuel level. As soon as the reserve lamp turns on or the fuel level is at ¼ please stop at the nearest gas station and pour in the proper fuel.

If your vehicle is equipped with a speed limitation, please check the tempomat/limitation switches to check if the limitation is turned on. If the answer is negative, please check the instrument panel for lights and warnings described below.

We have prepared a list of the most common warning lamps and messages bellow.

If the tire pressure indicator appears on the instrument panel and the central display on the dashboard, please adjust the tire pressure according to the sticker on the driver’s side of the door, or the inside of the fuel tank cap. In case your vehicle has:

INDIRECT TIRE PRESSURE SURVEILENCE/CONTROL SYSTEM: After adjusting the pressure in all 4 tires, according to the vehicles model, hold the indicator switch until the sound signal, or deactivate it through the central dashboard screen in the Vehicle Parameters screen.

DIRECT TIRE PRESSURE CONTROL SYSTEM: After adjusting the tire pressure in all 4 tires, the light indicator and the message on the central screen turn off, and you can read the new tire pressure for every separate tire on the central dashboard screen under the Vehicle Parameters screen and or via the travel computer. The tire pressure indicator can also turn off after a couple of minutes of driving.

You can contact our technical support via phone or email, stated on the car document etui. You can also check the contacts for technical support under the Contacts section.

All the vehicles in our fleet are equipped with the mandatory equipment per the local and European laws and regulations. The mandatory equipment consists of a reflective vest, signal triangle, first aid kit and a spare set of lights and fuses. In addition, all our vehicles are equipped with the proper fire extinguisher (1kg, or 2kg, per the vehicles type and purpose, located either in the vehicle bunker, or under the front passenger seat for vans).

NOTE: Please when dropping of the rented vehicle, inform our colleagues from the office, if any part of the mandatory equipment is incomplete or if you have used it, so we can restock it.

In such a case, try and stop the vehicle in the safest possible conditions, turn on all 4 signal lights, shut down the engine, activate the hand brake. After stopping the vehicle, be careful in leaving the vehicle, put on the reflective vest and put the signal triangle on the proper distance from the vehicle (look at the section „Safety driving tips “). In case of a vehicle malfunction during poor visibility conditions leave the lights on. Before contacting the technical support, prepare the following information, registration number of the vehicle, exact location of the brake down (address, highway kilometres, or GPS coordinates) and information on the nature of malfunction, If the repair of the vehicle cannot be completed in 24 hours we will provide you with a replacement vehicle or an alternative way of continuing your trip.

NOTE: The client must wait for the agreed upon road assistance, and will be informed of their arrival and any other necessary information in the shortest possible time by the technical support.

NOTE: The procedure above is valid for both the Bosnia and Herzegovina and foreign countries.

In the case of a malfunction caused by a flat tire, or a damaged rim, please exchange it with a spare tire according to the instructions bellow.

TIRE CHANGING PROCESS:

1. Please check that the vehicle is properly fixated by activating the hand brake, and by shifting the gear knob in to first speed or reverse (for automatic transmission switch it to P, and for robotic to N).
2. Remove any luggage from the bunker, lift the bunker mat (according to the type of vehicle the spare tire can be located on the outside of the mat, bellow the bunker, in such a case the key for releasing the bolt is located on the left or right side of the bunker padding or below the passenger’s seat).
3. Remove the spare tire and tools and place them outside of the vehicle.
4. If the vehicle is equipped with a hub cap, remove it and carefully put it away.
5. If the vehicle is equipped with alloy rims and has decorative caps on bolts, remove them with the included tool.
6. If the vehicle has a safety bolt on the inside for securing the tire, release it by placing the extension for removing the anti-theft protection on the tire removal tool
7. Release the wheel with the provided tool
8. Place the car crane in the proper place, make sure to secure it properly for both your safety and the vehicles safety. THE CRANE MUST BE PLACED ON A FIRM AND STABLE BASE BEFORE LIFTING THE VEHICLE. IF THE BASE IS SLIPPERY OR NOT FIRM IT COULD MOVE AND DAMAGE YOUR VEHICLE OR HURT YOU.
9. After you have lifted the vehicle enough and the damaged wheel is no longer in contact with the ground loosen the bolts and remove the wheel from the vehicle.
10. Put the spare wheel on your vehicle, while keeping it with your hand on the spindle. Place all the required bolts and secure them as far as you can.
11. After you have lowered the vehicle secure the bolts fully, and check them twice to make certain everything is in order.
12. After you have completed the wheel switch, put away all the equipment and the faulty wheel in to the bunker.
13. If your vehicle is equipped with a spare tire, you can continue your drive, while not passing 80 km/h to the nearest tire repairman. Please inform our technical support in the shortest possible period, so they can suggest repair possibilities per your agreed insurance policies.

NOTE: If you cannot set the spare wheel yourself, contact our technical support who will organize road assistance for you. However, even if you do have WUG-insurance, tire exchange service is not covered and will be fully charged to you.

We give our best to make certain we provide you with a vehicle that has all the necessary fluids in the optimal level. Sadly, in very rare cases during high season the possibility of a vehicle signalling low level fluids exists. In case of:

MOTOR OIL: As soon as the signal lamp turns on buy a litre of the proper motor oil at the first gas station or specialized store. After you turn of the engine, first add half a litre, then after a couple of minutes check the oil level which should be between the minimum and maximum mark. If the level is still too low add more till it reaches the optimal level. The type of oil the rented car uses can be checked the inside of the engines hood and in the vehicle documents etui.

COOLING FLUID: To avoid engine overheat, as soon as the signal lamp turns on buy a litre of cooling fluid at the first gas station or specialized store. To make certain which type of cooling fluid you need, open the engine hood and check the colour of the current one and according to it purchase the new one. To avoid injuries, before opening he cooling fluid tank, make sure the engine has cooled down, and open the cap slowly.

AdBlue: Most of our vehicles running a diesel engine come equipped with so called AdBlue fluid, so they would be in line with strict European environment protection norms. Since in regular conditions there is enough of it for 15 000 to 25 000 km, or between two regular maintenance cycles, and since we adjust the level on a need to basis, it should be almost impossible for this fluid level to be low. However, if your instrument board, or central dashboard screen show the warning lamp and or message, please stop at the first gas station and buy at least 10 litres of AdBlue fluid, and fill it to the top of tank, per need you may need to pour in more than 10 litres. The cap for the tank for the mentioned fluid, depending on the vehicle type is either in the bunker below the spare wheel, on the side of the bunker or next to the fuel tank. Please do not ignore this warning so the cars electronic would not limit further driving and cause you any uncomfortable situations.

Windshield wiper fluid:  In case of low windshield wiper fluid, please buy it at a gas station, specialized store, or supermarket. Depending on the time of the year, use either summer or winter fluid, summer fluid for easier bug removal, and winter fluid so it would not freeze at low temperatures.

NOTE: In case you bought a certain fluid that was missing in the rented vehicle, please when paying for it take an R1 invoice on the CARWIZ d.o.o company name. If you do not include the R1 invoice at vehicle drop off, we will not be able to reimburse you for the amount spent.

In case of a smaller malfunction, our colleagues in the nearest office will according to availability exchange your vehicle.

In case of a faulty outside light, in extreme cases you can change it yourself. Please contact our technical support that will refer you to the nearest service shop, or report it during vehicle drop off.

NOTE: Never try to change xenon or LED lights, so you do not damage yourself or the vehicle.

In case of a faulty electric connection please check that your equipment is working properly. Use only European connectors for additional equipment as to avoid any car malfunctions. If the connector still does not work, contact our technical support which will advise you on further problem solutions.

ADVICE: Our colleagues will happily assist you in setting up your additional equipment in a proper way.

Our moto is creating experiences. For this we do everything so our clients would be fully satisfied with the quality of the provided service. We are animal friendly, and while you are driving around with our vehicles and creating experiences for yourself, we want your animals to be with you. Since high quality is of extreme importance to us, we ask that if you are transporting pets in the rented vehicle, you protect the vehicles insides, especially the seats, as to avoid dirtying the vehicle inside. If your pet does soil the car we will be forced to charge you for dry cleaning services

ADVICE: For your safety, and the safety of your pets, we advise you to transport them in boxes fastened with seatbelts that exist especially for such a purpose. In this way both you and your pets will arrive to your destination safely, and you will be driving in accordance to legal regulations.

We do not limit your freedom of movement and usage of the rented vehicles. This implies that you can use the rented vehicle to transport any electrical appliance, furniture, or your sporting gear. However, we kindly ask you to follow road safety regulations, and not transport objects that cannot safely fit in to the rented vehicle. We ask you to pay special notice to the weight of the transported object, so the rented vehicle would not be overburdened and cause danger to you or the vehicle.

ADVICE 1: If you are transporting large and heavy objects, as to avoid damages to the interior that can be very expensive, secure the inside with proper covers, especially the plastic sides of the doors, bunker, car seats, roof carpeting, dashboard etc.

ADVICE 2: If the bunker cannot hold your luggage to the level of the bunker shelf, please do not forcibly close the bunker door as this can lead to expensive damages.

ADVICE 3:  If your luggage does not fit in the car bunker, please do not remove the bunker shelf, or place heavy objects on it. The bunker shelf is very expensive, so be careful not to lose it or damage it.

Rented vehicles can only be used on first class roads (city/ local asphalted roads, highways and similar) Regardless of the vehicle category, it is not allowed to use them on unpaved roads, off-road terrain etc. For more details please check the contract.

ADVICE 1: Movement or roads of lower classes is allowed only in cases when the local authorities force you to use such alternate roads due to roadblocks etc. We kindly ask you, that in such cases you adjust your speed to the conditions on the road while having special consideration for poor road conditions (holes, bumps etc.) that can cause large end expensive damages to the rented vehicle.

You are not allowed to use our vehicles to participate in races and similar events. Participation in such could cause serious damages to the engine or other parts of the vehicle and result in large expenses

If you are renting the vehicle for a longer period, such procedures can be approved, but only with our written consent, and guarantee that these procedures will not cause damage to the vehicle. if we approve this, you are obliged to return the vehicle in the state that you received it in.

Since your safety, as well as that of your passengers and all other participants in traffic is of extreme importance to us, every rented vehicle, at all times has proper pneumatics per manufacturers dimensions, speed index and weight limit. Also, per the time of the year all vehicles are properly prepared. Meaning, in accordance with legal regulations of the Bosnia and Herzegovina (adjusted to European laws), rented vehicles come equipped with summer or winter tires, of the proper profile depth.

In case of need for modifications, please contact our technical support with your inquiry about the modification. Only after our written consent can you, at the agreed upon supplier, perform these technical modifications, under the condition that…

Our vehicles are completely cleaned on the inside and outside after each rental. Regardless, smoking inside our vehicles is not allowed, and we kindly ask you to obey this rule, so our vehicles would remain impeccably clean, and the inside smell pleasant. In case of you disobeying this rule we will have to charge you for dry cleaning – because we put in maximum effort in keeping the car clean and pleasant smelling.

We pay special attention to regularly servicing our cars, so they would be safe for our clients and so they would keep their value and the manufacturers guarantee. To inform yourself of the time/kilometre period in which it is necessary to perform regular maintenance, as well as the last time it was made, please check the vehicles card in the document etui. Also all of our vehicles are equipped with a service indicator, that upon its turning on, lets you know that you have to perform its regular maintenance. If it is necessary to perform the vehicles regular maintenance soon, please contact our technical support, with which you will agree upon the aforementioned maintenance, and or a replacement vehicle

NOTE: So the manufacturers guarantee would not be lost, maximum period for postponing regular maintenance is 500 kilometres or 5 working days, please keep that in mind as to avoid unnecessary expenses associated with voiding the vehicles warranty.

In case of need for a vehicle check-up, or performing any of the above-mentioned actions, you are obliged to contact our logistics department that will inform you of the necessary procedure needed for performing any, and all work on the vehicle by a third party, and if need be, give authorization to the repair shop that will perform the repairs. Please follow this procedure, or we will not be able to return your money to you.

NOTE: You need to inform our technical support and ask for authorization for all work to be done on the vehicle.

Every child seat/and or booster has an instruction schematic on its back. So your youngest passengers would have a safe and pleasant journey, please follow these instructions.

ADVICE 1: We advise you to always keep your children in child seats or boosters that conform to their age and to always put a safety belt on them.

ADVICE 2: We advise you to place the child seat and or booster behind the passengers seat. Try to adjust the passenger’s seat to its highest level, while pushing it fully back in an upright positon. This is the safest positon for children. If you need to place more than one child seat/ booster, please always do so on back seats.

ADVICE 3: If you decide to put the child seat/booster in the front passenger’s seat, make certain to always turn of the passenger’s side air bag (the switch is located in the glove compartment or on the side of the dashboard). Also, make certain that this type of child transportation is allowed in your country.

ADVICE 4: Never put children younger than 12 in the front passenger’s seat.

Depending on the type of the vehicle, you can do this in the following manner:

MECHANICAL PROTECTION: Check the inside frame of the back door, on it, if your vehicle has mechanical protection, you will find a sticker with the zone for inserting the mechanical key and activating the child protection. The deactivation procedure is the same except you turn the key to a different direction.

ELECTRONIC PROTECTION: Search for a switch with the symbol for this on the driver’s side of the vehicle. The aforementioned switch is mostly located near the electronic window lifting system switches, the left side of the dashboard, or central console. Pressing this switch will activate the protection. If the vehicle has an electronic window lifting system, and a mechanical door locking system this switch will only lock the windows. If he vehicle has a manual window lifting system you cannot activate the vehicle lock protection

ADVICE 1: Always activate this protection system if you are transporting children in the car.

ADVICE 2: Always make certain when closing the windows that none of the passenger’s are blocking them.

In case of the aforementioned message please contact our technical support which will happily give you the code needed.

No, damages to tires, and or rims, are not covered by insurance nor by regular all-risk insurance. To insure these parts of the vehicle, you need to sign WUG insurance

In case of a traffic accident and or vehicle damage, immediately call 122 and fill in the euro report. If the rented vehicle is not in a driveable condition, please contact our technical support. At vehicle drop off you are required to submit the Alco test report.

In case of theft, attempted theft, or brake in, immediately contact 122 and contact our technical support.

In case of vandalism or a parked vehicle being damaged by an unknown perpetrator, you are also obliged to call the police who will than file a report that you are required to submit at vehicle drop off.

NOTE: In special situations, if it’s a case of a smaller vehicle damage (small scratch or dent, or smaller accident without any other participant), with consent from the technical support and photos of the accident, you may only fill in the euro report without contacting the police.

When parking and leaving the vehicle make certain of the following

• Fully close all windows
• Put the gear shift knob in to first speed or reverse ( on vehicles with automatic transmission, put them in to P, on vehicles with robotized transmission put them in to N
• Make certain to activate the handbrake, and turn of the engine.
• Do not leave personal items on visible places (we cannot be held responsible for them)
• Lock and make certain all doors are
• Carry the keys and document etui with yourself at all times

ADVICE 1: To reduce the possibility of theft an or brake in, please park your car in well-lit and urban areas of the city in which you are located

ADVICE 2: Always try to park your vehicle in a vide space so you are able to open the car doors without any difficulty as to avoid possible damages.

ADVICE 3: To avoid damaging the wheels (tires, rims, hubcaps etc.), when parking do not go near the curb. This also goes for other parts of the vehicle, bumpers and spoilers.

ADVICE 4: To keep the cars paint impeccably shiny, try to park under trees.

With the mandatory equipment alongside a fire extinguisher, all vehicles from our fleet come equipped a spare tire and the tools necessary to change it, a set of car mats, vehicle etui that is located in the glove compartment (instruction manual, quick instructions, multimedia guide, service book). All the aforementioned gear needs to be returned at vehicle drop off.

On our web site, under the vehicle list section, by clicking the vehicle you are interested in you may find out its technical specifications and the equipment it comes with. If you are interested in a specific detail, you may contact our technical support that will gladly answer your question.