General Terms and Conditions of Vehicle Rental

“Individual Agreement” — the signed rental agreement. These General Terms and their annexes form an integral part of it. In case of conflict the Individual Agreement prevails.

“Lessee” — the person concluding the Individual Agreement. “Driver” — any person named in it as a driver. Lessee and drivers are jointly and severally liable.

“Group (ACRISS)” — the vehicle group stated in the Individual Agreement. It determines the applicable Damage Price List column and the deposit.

“FDW” (Damage Liability Limitation) — a paid optional service by which the Lessor waives part of its damage claims under Section VIII. FDW is not insurance and is not provided by an insurer.

“Price Lists” — Sections XII (damage), XIII (extras) and XIV (deposits) of this document.

“Damage Report” — a separate document prepared when damage, a shortage or another incident is established, stating at least: agreement number, vehicle and registration number, incident_id, date and time; where applicable — marker, part_id, physical part name, side and position; the applicable Price List item or code, description, restoration method applied, the basis for determining the amount — Price List tariff or documented actual cost, applicable amount, administrative fee and total claim. For missing keys, vehicle documents or registration plates, part_id is recorded as “–” and the applicable Price List item is stated; the administrative fee under cl. 12.3 is not charged for such items. Where relevant photographic/video material is available, its identifier may be stated in the Damage Report. It includes a field for the Lessee's position and for certification of refusal to sign or absence under cl. 4.4.

The Lessee must have held the entitlement to drive the relevant category of motor vehicle for at least 3 years as of the start of the rental and must present a valid driving licence valid for at least 1 month after the end of the rental. The Lessor may require a document or other reliable information confirming the required driving experience where it cannot be established from the licence presented. Additional documents or an international driving permit must be presented where required for recognition and use of the specific national driving licence in the Republic of Bulgaria.

The Lessee must present an identity document valid for at least 1 month after the end of the rental.

Minimum age 21. Lessees aged 21–25 pay the young driver fee under Section XIII, must purchase FDW and leave a double deposit.

Vehicles in groups FFAR/LFAR/LDAR/FVAN may be rented only by persons over 25 with more than 3 years' licence.

The Lessor may refuse handover where a document does not meet the applicable requirements, is damaged, invalid or does not allow reliable verification of the driver's identity or entitlement to drive. The treatment of prepaid amounts is determined under cl. 3.9, the booking terms and applicable law.

A confirmed and paid booking may be changed or cancelled free of charge up to 48 hours before the stated pick-up time. Refunds are made within 20 working days.

On cancellation less than 48 hours before pick-up, or on no-show, prepaid amounts are not refunded.

For bookings via a partner platform, cancellation and refund are governed by that platform's terms.

Minimum rental period is 24 hours. Extensions must be requested and paid at least 1 day before the end of the rental. An extension of a few hours is charged as a full rental day. For an approved extension, the rental price, prices of optional services, deposit and other commercial terms applicable and confirmed by the Lessor at the time the extension is approved shall apply.

The Lessee may not drive the vehicle under an expired, unrenewed or unpaid agreement. The Lessor may refuse an extension.

No refund is due for the unused period if the vehicle is returned early.

A booking is for an ACRISS vehicle group and not for a specific make, model, engine, equipment, colour or registration number, unless the Individual Agreement expressly states that a specific vehicle is guaranteed. The Lessor may provide a vehicle from the same or a higher group at no additional charge.

If the booked vehicle or group cannot be supplied because of a technical defect, late return by a previous renter, accident, theft, workshop requirement, force majeure or another objective reason outside the Lessor's reasonable control, the Lessor may provide a vehicle from the same or a higher group at no additional charge. If this is objectively impossible, the Lessor may terminate the booking before handover and refund the prepaid rental price for the period not supplied. This does not restrict rights which cannot be excluded by law.

The Lessor may refuse handover where, at the time of collection: the requirements of Section II are not met; an amount due has not been paid; the applicable deposit or an acceptable payment instrument has not been provided; the driver is visibly under the influence of alcohol or drugs or in a condition creating an obvious safety risk; false or inconsistent information has been supplied; or there are specific and reasonable indications of fraud, misuse or material risk to the vehicle. The treatment of prepaid amounts depends on the reason for refusal and applicable law.

Where, at the Lessee's request, the Lessor approves a change to a lower vehicle group after the booking has been confirmed, no price difference is refunded unless the Lessor expressly confirms otherwise in writing.

The condition of the vehicle at handover is recorded in the Vehicle Handover & Return Report (Annex 5). The Lessor may document the condition of the vehicle by photographs, video and other technical means. Any records created may be retained and used as part of the contractual documentation to establish the condition of the vehicle, damage, shortages and other circumstances relating to the agreement.

Normal wear means only traces of ordinary and careful use that require no repair, polishing, painting, replacement or specialist restoration. Any new scratch, dent, chip, crack, deformation, scuff or other defect requiring restorative work is treated as damage regardless of its size.

The Lessee returns the vehicle in the same condition with all documents, accessories and equipment, to an employee of the Lessor. Handover to any other person is at the Lessee's risk.

On return the vehicle is inspected. The Lessor may document its condition by photographs, video or other technical means. Differences are recorded in a Damage Report. A refusal to sign is certified by one witness; the same applies where the Lessee is absent at return.

Hidden damage not visible on ordinary inspection. Damage or shortages that cannot reasonably be established by the visual inspection at return may be established subsequently on washing, technical diagnosis, workshop examination, disassembly or another justified check. The claim may be established and evidenced by any relevant evidence, including photographs, video, diagnostic data, workshop documents, expert assessments and other records. This clause does not shorten the applicable statutory limitation periods.

The Lessor's office at 80 Hristofor Kolumb St., Sofia operates 24/7. No out-of-hours service fee is charged for handover or return at that location. For other locations the applicable fee under Section XIII is due.

The vehicle is returned to: 80 Hristofor Kolumb St., Sofia, Bulgaria, unless another place is agreed with the Lessor in writing. An airport meeting point or transfer pick-up point is not a place of return. Any change is documented with address, date, time and the employee who approved it.

Leaving the vehicle for return away from the agreed place, without prior written agreement and in circumstances for which the Lessee is responsible, incurs a contractual penalty equal to the greater of 300 EUR or the security deposit under the individual agreement. No penalty is due where the Lessee follows the Lessor's instructions or is forced to stop for reasons outside the Lessee's responsibility. The penalty does not limit the Lessor's right to claim documented damage and costs exceeding it, including transport, repatriation, road and parking charges and reasonable recovery organisation costs. The same loss is not charged twice.

Delivery or collection at an address outside the Lessor's agreed locations is not provided unless approved by the Lessor in writing in advance and the applicable terms and price have been confirmed.

Return without handover to an employee. The standard return procedure is personal handover to an employee of the Lessor; the office at 80 Hristofor Kolumb St., Sofia operates 24/7. Return without personal handover is permitted only with prior written agreement or on the Lessor's express instruction. For an agreed unattended return, the moment of return occurs when the vehicle is at the agreed place, the keys have been surrendered by the agreed secure method and the Lessor has been notified through the agreed channel. A subsequent inspection may take place later and does not by itself shift the moment of return. Until that moment, the risk of theft, damage and vandalism, as well as fines, parking charges and costs, remain with the Lessee. The inspection is carried out under cl. 4.4 and certified by a witness. The penalty under cl. 4.8 does not apply where the vehicle is left at the agreed place.

The vehicle is returned with the fuel level recorded at handover in Annex 5 — Vehicle Handover & Return Report. Any shortfall incurs a service fee of EUR 25,00 plus EUR 2,00 per missing litre.

No refund is due for excess fuel. Misfuelling is charged under item 43 of the Damage Price List.

A delay of up to 1 hour is not charged, except where it causes demonstrable additional costs or prevents performance of a subsequent confirmed booking.

A delay of more than 1 up to 6 hours incurs the rental price of one additional rental day; more than 6 up to 24 hours, the price of two additional rental days.

For the first 24 hours of delay, cl. 6.2 applies. For each commenced further 24-hour period a contractual penalty is due equal to the greater of EUR 100 or twice the daily rental price under the Individual Agreement. Additional rental price under cl. 6.2 and the penalty under this clause are not charged together for the same period of delay. The penalty does not limit the Lessor's right to claim documented direct and immediate losses above it, without double charging.

If the vehicle is not returned after the agreed period and no extension has been approved in writing, the Lessor may terminate the agreement with immediate effect, demand immediate return, take steps to establish the vehicle's location and, where the statutory conditions are met, notify the authorities. All justified costs of locating and recovering the vehicle caused by the Lessee's default are for the Lessee's account.

The deposit is set under Section XIV according to the vehicle group. Without FDW the deposit is doubled.

The deposit is held (authorised) at handover on a Visa or MasterCard credit card issued in the Lessee's name. Cash or debit card deposits are accepted only where FDW has been purchased.

The deposit is released after inspection of the returned vehicle and where no amounts are outstanding, within 20 working days. Actual release timing depends on the issuing bank. Where, at return, there are established or reasonably pending contractual amounts to be determined, the Lessor may keep the deposit hold as security until the amounts due are finally determined and settled, to the extent permitted by the payment provider and card-scheme rules. Keeping the deposit as security does not in itself constitute a penalty.

Post-return charges. Amounts arising during the rental period but established after return (damage, fuel, fines, administrative fees, missing items) are charged to the Lessee's card under the signed Authorization for security deposit hold and post-rental card charges (Annex 3).

Charges are made on the grounds and in the amounts provided for in the Individual Agreement, these General Terms and their annexes, subject to the applicable rules and technical requirements of the payment provider and card scheme. Where applicable law, a competent authority, the payment provider or the card scheme requires prior or subsequent notice, information or documents, the Lessor complies with that requirement to the extent required. Outside such cases, the agreement does not create an independent obligation to automatically send notices, photographs, documents or other evidence.

The amount of the claim is evidenced by the applicable contractual Price List and/or by documents establishing the actual cost — a workshop quotation or invoice, a parts document, an expert assessment, diagnostics or other relevant evidence. The Lessee may, at the Lessee's own expense, submit an expert assessment of its own, which the Lessor considers together with the other evidence.

Where the deposit does not cover the amounts due, the balance becomes payable once the claim has been established under the agreement and must be paid within 10 days, unless applicable law provides otherwise.

FDW is an optional paid service, save in the cases under cl. 2.3 and cl. 9.3 where it is mandatory. Its price depends on the vehicle group and is stated in Section XIII.

Where FDW applies, the Lessee does not pay the restoration cost of covered bodywork damage. The administrative fee under cl. 12.3 remains payable at EUR 300 including VAT for each separate physically damaged vehicle part. Roadside assistance and a replacement vehicle in Bulgaria are provided where FDW applies, subject to technical and practical feasibility and availability, where the event is not excluded and is not caused by a breach of the Lessee's obligations.

FDW does not apply to the specific event where: (a) the document required under cl. 11.2 for that type of event is not provided; (b) the damage was caused intentionally or by gross negligence, including driving under the influence; (c) the vehicle was driven by a person not named in the agreement; (d) a material breach of traffic rules causally connected to the damage is established. Exclusion is assessed per event, not for the whole rental.

FDW does not cover: the interior (upholstery, dashboard, seats, linings); tyres, rims, hubcaps and glass; the underbody; theft of the entire vehicle, fire and total loss regardless of its cause, including where the total loss results from a road traffic accident; lost documents, keys and registration plates; missing parts and equipment; vandalism resulting from belongings left in the vehicle; a flat battery or a punctured tyre. Liability in the event of theft, fire or total loss is determined under the other applicable provisions of the agreement and the law; this exclusion neither restricts nor extends the operation of compulsory or other insurance policies.

Declining FDW is recorded in a separate declaration (Annex 4) stating the price of the service and the extent of the risk assumed.

The territorial scope of compulsory Motor Third Party Liability insurance and of any other insurance policy is determined by law and by that policy. This section neither restricts nor extends their operation.

For an event outside Bulgaria, FDW does not apply and the Lessee is liable under the general rules — for damage for which the Lessee is responsible, up to the actual value of the vehicle, whether or not FDW was purchased. Nothing is due for events for which the Lessor or a third party is responsible, nor for amounts already indemnified from any source for the same damage. The FDW fee paid is non-refundable.

Cross-border use is permitted only with the Lessor's express prior written approval, a minimum rental period of 7 days, notification of the countries at least 3 days in advance, payment of the fee under Section XIII, the applicable increased deposit and mandatory purchase of FDW. Purchase of FDW is a condition of cross-border permission but does not extend its territorial scope: FDW does not apply to events occurring outside the Republic of Bulgaria. For an event outside Bulgaria, the Lessee must provide the applicable report or official document issued by the local competent authorities in accordance with cl. 11.2.

Outside Bulgaria the Lessor does not provide roadside assistance, a replacement vehicle or repatriation. All costs relating to an event abroad are for the Lessee's account, save to the extent that the cost is directly caused by a circumstance for which the Lessor is liable by law.

A proven unauthorised crossing of the state border or a proven immediate attempt to make such crossing constitutes a material breach and is penalised by a sum equal to the security deposit; the Lessor may terminate the agreement without notice.

Prohibited: smoking in the vehicle; carrying or keeping pets or other animals in the vehicle; driving after consuming alcohol or drugs; towing another vehicle or trailer; competitions, training or testing; driving on unpaved roads (off-road); transporting bulk or oversized cargo; transporting persons without valid documents; switching off, removing, damaging, shielding or tampering with the GPS/telematics device or the vehicle's tracking and protection systems.

Penalties: smoking — EUR 300 plus documented direct costs exceeding that amount where caused by the breach, including specialist cleaning, deodorising and reasonable loss of use, without double charging; carrying or keeping animals in the vehicle — EUR 250 plus documented direct costs exceeding that amount caused by the breach, including removal of hair and fur, odours and allergens, deep or specialist cleaning, disinfection and restoration of the interior, and reasonable loss of use, without double charging; vehicle requiring extra cleaning — 100 EUR; heavy or biological soiling, stains, persistent odours or a condition requiring specialist cleaning — 250 EUR, or the documented actual cost where higher; off-road use, competition or towing — EUR 300 plus all documented direct costs caused by the breach, including diagnostics, repair, transport/repatriation and reasonable loss of use, without double charging; driving by a person not named in the agreement — 300 EUR; tampering with or deliberately disabling the telematics device — 300 EUR plus documented losses and costs.

Speed and telematics. The Lessee must observe applicable speed limits. Where the telematics device establishes exceeding the maximum permitted speed for the specific road section, and after an employee of the Lessor has verified the speed, time, location and applicable limit data, a contractual penalty is due: (a) more than 20 up to and including 30 km/h over — 200 EUR; (b) more than 30 up to and including 40 km/h over — 400 EUR; (c) more than 40 km/h over — a penalty equal to the security deposit under the Individual Agreement, but not less than 400 EUR. For one continuous event only the highest category reached applies; (a), (b) and (c) are not charged together. A separate event is a new excess after the previous one has ceased and driving within the applicable limit has resumed. An automatically generated telematics alert is not in itself a ground for charging — the data is verified by an employee before the claim is established. The contractual penalty is separate from any fine imposed by a state authority; where an administrative sanction is imposed, the Lessee also pays the applicable handling fee. Where the excess is more than 40 km/h the Lessor may treat the breach as material and require early return of the vehicle. The review takes account of the available technical data on telematics accuracy and the speed limit actually applicable at the relevant place and time. An obviously unreliable isolated signal, technical error or unverified speed limit is not by itself sufficient grounds for charging. Where a breach is established, the location, time, measured speed, applicable limit and reviewing employee are retained.

Material breach. The Lessor may terminate the agreement with immediate effect and require immediate return of the vehicle in the event of: non-payment of a sum due; driving by a person not named in the agreement or not licensed; driving after consuming alcohol or drugs; unauthorised departure from the country; off-road use; participation in a competition; tampering with or disabling the telematics device; exceeding the speed limit by more than 40 km/h; refusal to return the vehicle; or any other material breach creating significant risk to the vehicle or to the Lessor's rights.

A separate administrative handling fee of EUR 55 applies to each individual violation, fine, penalty, parking infringement or road-toll infringement relating to the rental period. Multiple violations arising during the same rental agreement are not combined into a single handling fee. The fines and penalties themselves are payable by the Lessee.

A lost airport car park ticket or access card incurs 50 EUR.

The Lessee monitors oil and coolant levels and carries out no repairs without the Lessor's consent. Vehicle documents must not be left inside the vehicle.

The prohibition on double charging does not prevent a contractual penalty for a breach, the value of separately caused damage, the applicable administrative handling fees and other independently arising costs from being charged together, where each charge has a separate contractual basis. The same loss or the same cost is not charged twice.

On any accident, damage, theft or seizure the Lessee immediately notifies the Lessor on +359888001717. Personal safety and the instructions of the authorities take precedence over remaining at the scene.

On any accident, collision, theft, fire, vandalism or other event that may result in damage, the Lessee immediately notifies the Lessor and follows the instructions given. Where the law or the nature of the event requires the involvement of the authorities, the Lessee must notify the police / 112 and provide the report, certificate or other official document issued. Where the law allows a joint accident statement, it must be properly completed and signed by those involved. Where the authorities decline to attend or to issue a document, the Lessee provides evidence of the notification made together with all other available documents and evidence of the event. Evidence of notification and other available materials may be used to establish the circumstances of the event but do not replace the applicable police report, official certificate, joint accident statement or other official document required under this clause for the purposes of FDW. Documents within 3 days; the vehicle available for inspection and photographing no later than day 3.

Failure to provide the applicable police report, official certificate, joint accident statement or other official document required under cl. 11.2 renders FDW inapplicable to the specific event. In such case, the Lessee remains liable for the resulting damage and related amounts due under the Individual Agreement, these General Terms and Section XII. The operation of compulsory and other insurance policies is governed by applicable law and the terms of the relevant policy.

In the event of theft, fire or total loss, where a basis for liability exists, the Lessee is liable up to the documented actual value of the vehicle immediately before the event, less amounts finally received for the same loss from an insurer, third party or other source. Other documented direct losses not included in that value may be claimed separately where permitted by the agreement and applicable law.

The Lessee may not commission repair, diagnostics, repatriation or roadside assistance at the Lessor's expense without prior express approval. Costs incurred independently without such approval are not reimbursed, save in a proven emergency where prior contact with the Lessor was objectively impossible and the action was necessary to prevent immediate greater loss.

This price list forms an integral part of the General Terms and of the Individual Agreement. The applicable column is determined by the ACRISS group stated in the Individual Agreement.

Definitions: WAX — polishing and restoration of the clear coat without repainting; DENT / SCRATCH — repair of a dent and/or scratch requiring body repair and/or repainting; light marks removable by polishing fall under the WAX column; NEW — replacement with a new element, incl. supply, fitting and painting.

The Section XII prices are in EUR incl. VAT and represent an agreed basis for typical restoration costs. They do not limit the Lessor's right to claim other documented direct and immediate losses not included in the relevant item. The damage handling administrative fee is EUR 300 including VAT for each separate physically damaged vehicle part. The fee is payable whether or not FDW was purchased and whether or not it applies to the incident. For the same physical part within one incident the fee is charged once, regardless of the number of damage marks, markers, report rows or documents. Each part is identified by part_id, part name, side and position. The identifiers are distinct: marker — an individual mark; part_id — a physical part; price-list code — a tariff line; incident_id — the event.

One physical damage to one part is charged under one justified restoration method only — WAX, DENT/SCRATCH or REPLACEMENT. Where a single physical part has several damages, the total necessary scope of restoration is determined. Operations already included in the chosen repair or replacement are not charged separately, regardless of the number of marks or report rows. The report states part_id, the part, its side and position, the Price List code and the method applied. Where relevant photographic/video material is available, its identifier may be stated. A dash means there is no fixed tariff line, not a zero price.

Where a Price List item includes components or operations relating to the same part or assembly — for example a bumper and its cover, or the interior and its components — these are not charged again as separate items for the same damage.

For all vehicle groups, where the documented actual cost of the repair, part, supply, fitting, painting or replacement exceeds the corresponding fixed amount in the Price List, the documented actual cost applies. In that case the Damage Report states the basis, the document and the amount, and the fixed tariff is not added on top.

In the event of loss or non-return of keys, documents, registration plates or other equipment, the Lessee owes the applicable Price List amount together with documented direct and immediate losses not included in that amount, including reasonable replacement or reissue costs, transport and a reasonable period of loss of use, without double charging. The administrative fee under cl. 12.3 is not charged for these items unless a physical vehicle part has been damaged. Where keys, vehicle documents or registration plates are lost, stolen or not returned, a separate administrative handling fee of EUR 550 including VAT per event (EUR 1000 for classes FFAR/LFAR/LDAR/FVAN) is due, regardless of the number of missing items. The fee covers administrative processing, communication and the organisation of blocking, issuing, re-certifying or obtaining replacement keys, documents or registration plates. Documented direct costs not included in the fixed price or in this administrative fee may be claimed separately without double charging. The fee is not charged together with the administrative fee under cl. 12.3 for the same ground.

The Lessor processes personal data of the Lessee and named drivers as controller. Full information under Art. 13 GDPR is set out in Annex 6, provided to the Lessee on conclusion of the agreement.

The General Terms and annexes are accepted by ticking the relevant box on online booking, or by signature at the desk. The version accepted by the Lessee is retained by the Lessor.

Documents may be signed by hand or by simple or advanced electronic signature under Regulation (EU) 910/2014, including signature on a tablet. The parties accept these as equivalent to a handwritten signature.

Bulgarian law applies. In case of divergence between the Bulgarian and English texts the Bulgarian text prevails. The competent court is determined under the applicable rules of international and local jurisdiction, preserving mandatory consumer protection where applicable.

Complaints may be submitted to [email protected] and are handled within the applicable statutory period. Where applicable, consumers may refer the matter to the Bulgarian Consumer Protection Commission and the competent alternative dispute resolution body.

The Lessor may, at its discretion, send or provide the Lessee with copies of photographs, video, reports, notices, workshop documents, breakdowns, evidence or other materials relating to the agreement. Providing such materials in a particular case does not create a contractual obligation to automatically provide the same or other materials in the future and is not a condition for a claim to arise or become due, except where otherwise required by applicable law, an act of a competent authority or mandatory rules of the payment provider or card scheme.