Terms & Policies

• In some cases, you may receive a different car with similar specs or better, but within the same price range.

• Unlimited kilometers apply only for driving within Bosnia and Herzegovina.

• For driving abroad, the fee for unlimited kilometers is minimum €15 (≈ 29.34 KM)per day depending on the final destination.

• Reservations submitted through the website will generate a confirmation email. Orders will be evaluated by our team, and a rental agreement will be sent as the final confirmation. Further communication will proceed via email, WhatsApp, or another preferred channel.

• The company ensures all rental vehicles are in good condition and as described on our website. Images displayed may not precisely match the actual vehicles, and complaints based solely on appearance will not be valid. Issues must be reported within four working days from the rental start.

• Upon reporting a valid issue, the customer may return the vehicle to the nearest rental location or arrange for pickup. A replacement vehicle will be provided as soon as possible at no additional charge. Refunds are not available in this case, only replacements.

• Customers must inspect the vehicle upon receipt and report damages immediately. The company is not responsible for damages occurring after the handover.

• The company safeguards customer data, collecting only essential information for fulfilling obligations. Data is handled securely and is accessible only to authorized personnel, in compliance with confidentiality principles.

• If the booked vehicle cannot be collected due to reasons caused by the customer, third parties, or external operators, the company is not responsible for providing free pickup or delivery.

1. Cancellation period

You can cancel a reservation at any time before the scheduled pickup time. We accept every cancellation made within this period.

Free cancellation: if you cancel at least 72 hours before the pickup time, the cancellation is free of charge. Everything paid in advance, including the reservation fee, is refunded in full.

Late cancellation: if you cancel less than 72 hours before the pickup time, the reservation fee is non-refundable. The reservation fee equals the price of one rental day (the daily rate from your booking); we keep it as compensation for holding the vehicle and making it unavailable to other customers. Any other amount paid in advance is refunded.

Reservations paid at pickup (no advance payment and no reservation fee) can be cancelled free of charge at any time before pickup.

After pickup: once the vehicle has been collected and the rental has started, the reservation cannot be cancelled. Unused rental days are not refunded in case of an early return, unless AB RENT A CAR agrees otherwise in writing.

The exact date and time until which you can cancel for free is shown in the booking summary, on the payment confirmation page and in the confirmation e-mail.

2. How to cancel

Online: open the cancellation link in your confirmation e-mail or on the payment confirmation page. You see the refund amount before you confirm.

By e-mail (info@abrentcars.com), phone or WhatsApp (+38762046142): state your reservation number.

Your reservation number is in the confirmation e-mail and on the payment confirmation page.

3. Cancellation code

Every cancellation gets a unique cancellation code (for example OTK-7KQ2M9XP). Please keep this code as proof of cancellation — you may need it for later questions or in case of a dispute.

4. Cancellation confirmation

We send you a cancellation confirmation by e-mail right away, and by post to the address you entered, no later than 3 business days after the cancellation.

The confirmation contains: your name, phone number, address and e-mail; the reservation number and the cancellation code; the date and time of the cancellation; the reservation fee kept, if any; the refunded amount; and the reference to the original transaction — date and time, Transaction ID and approval code (AppCode).

5. Refund

Card payments are refunded only to the card used for the payment, by reversing the original transaction through Intesa Sanpaolo Banka d.d. BiH (VISA, Mastercard, Maestro). Refunds are never paid in cash or to another bank account.

We start the refund no later than 3 business days after the cancellation. When the money appears on your account depends on the bank that issued your card.

All card payments and refunds are in convertible marks (KM / BAM).

6. Reservation changes

To change a reservation (dates, vehicle category, pickup or return location), contact us. Changes depend on vehicle availability and the price may change. We confirm every change in writing by e-mail.

A change requested less than 72 hours before pickup that in effect cancels the original booking may be treated as a late cancellation, with the reservation fee kept.

7. Vehicle unavailability

If we cannot provide the reserved vehicle, you choose one of two options: a vehicle of the same or a higher category at no additional cost, or a full refund of everything paid, including the reservation fee.

8. General conditions

By completing a reservation you confirm that you have read and accepted this policy. The reservation fee and cancellation conditions are shown before payment and in the booking confirmation.

Card Refunds

In the event of returning goods, cancelling a service, or refunding a customer who has previously paid by card — in whole or in part, and regardless of the reason for the return — AB Rent a Car Sarajevo is obligated to process refunds exclusively via the VISA, EC/MC and Maestro payment methods. This means that, at the merchant's request, the bank will refund the amount directly to the cardholder's card account.

Refunds for payments made by card online are processed by our company contacting the e-commerce support department of Intesa Sanpaolo Banka d.d. BiH, and can take a few business days to appear on your statement. Refunds are always issued back to the original card used for the payment — never as cash or via bank transfer.

1. Check-out form (at pickup)

When you pick up the vehicle, we fill in the Check-out form together with you: date and time, mileage, fuel level, existing damage and equipment. We take photos or a video of the vehicle.

You and our staff sign the form, and you receive a copy.

2. Check-in form (at return)

When you return the vehicle, we fill in the Check-in form together with you: date and time, mileage, fuel level, any new damage and cleanliness. Both sides sign it.

The forms also contain your personal data, the reservation and the payment transaction data. We keep them for 3 years.

3. If new damage is found

New damage is recorded in the Check-in form with photos, in your presence whenever possible.

Within 10 business days we send you an e-mail with two damage assessment proposals — for example two repair estimates from different service centres, or a repair estimate and a settlement through the insurance with a police report. Each proposal states the description, the amount in KM and the documents it is based on.

You open the link in the e-mail and choose one of the two proposals. We proceed only according to the option you choose, and you receive an e-mail confirming your choice.

Please choose within 7 days. If you do not choose, we contact you by phone and e-mail before taking any further step.

No amount is charged to your card without your consent. Damage is never added to the original rental payment.

4. Insurance

Damage is covered by insurance only with a police report. Insurance does not cover tyres, rims, the underside of the car, or accidents caused by alcohol, running a red light or negligence — see the Company Policy.

• Damages are to be confirmed in the contract, and we strongly advise accurately recording a video of the car upon delivery, showing all damages on the video and the contract. All damages that are not clarified in the video or the contract and for which a police report has not been brought will be charged to the renter.

• Comprehensive insurance does not cover tire or rim damage and impacts underneath the car.

• If the car is returned between 10 pm and 8 am, a 40 BAM night shift fee will be added.

• A basic requirement for damage coverage through insurance is to bring a police report. If there is no police report, the renter will bear the full cost of the damage.

• Comprehensive insurance does not cover any of the following cases:

• Accident while under the influence of alcohol
• Accident while running a red light
• Accident due to negligence (damages caused solely by the driver's negligence such as scratching the car at parking entrances, or colliding with a tree or other inanimate objects, and the like).

• Car pickup is from the airport or the company's office. If the car is to be picked up or returned elsewhere, the cost of a one-way taxi fare from the airport to the desired location will be added.

• Company cars are strictly prohibited from going to Prokoško Lake. We can assist in renting a specialized jeep for this transport. If going to Prokoško Lake, the entire insurance deposit will be deducted. It is generally prohibited to use roads not suitable for cars, such as Lukomir Road and Umoljani Road.

• The airport parking card is in the car; the renter pays for parking upon car pickup, and the company covers the cost upon return.

• A clean car is returned clean, and the fuel level is returned as received. If the car is returned dirty, a 30 BAM fee will be charged for washing.

• If the minivan or SUV with seven seats is returned dirty, a 40 BAM fee will be charged for washing.
• If the van is returned dirty, a 50 BAM fee will be charged for washing.

• In case of smoking in the car or excessive dirtiness requiring detailed cleaning such as soiling the seats, a 200 Bosnian Mark fee will be charged for detailed car cleaning and 250 Bosnian Mark for detailed van cleaning.

• In case of fuel shortage, the employee will assess the value. The rental day is calculated on a twenty-four-hour basis, with a one-hour grace period. If entering at the second hour, a full day's rent will be charged.

• In case of car theft, the car's documents and key must be with the customer, and immediate contact with the company and police is required.

• In case of canceling the reservation after receiving the car, no portion of the rental amount will be refunded.

• The company completely disclaims responsibility for personal belongings left in the car by the guest.

For any inquiries or in case of an unfortunate accident, please contact the number: +38762046142