The terms and conditions set out in this document are referred to as the Rental Conditions.
The Country Specific Conditions are local versions that supplement these Rental Conditions.
The specific conditions of the country where you pick up the vehicle apply to your rental.
The Electric Vehicle Conditions are additional terms and conditions that apply if you rent an electric vehicle.
The Rental Agreement is the document you sign when you pick up the vehicle that contains the rental summary (e.g. duration, services required and an estimate of costs), the Country Specific Conditions and the Electric Vehicle Conditions, if they apply.
When we refer to the Rental Agreement, we mean (1) the signed document, (2) the Rental Terms and Conditions, (3) the applicable Country-Specific Conditions, and (4) if applicable, the Electric Vehicle Conditions. By signing the Rental Agreement document, you confirm that the details in the summary are correct and you accept these conditions. The Rental Agreement begins at the beginning of your agreed rental period.
The Hire Contract is entered into with the company Puglia by Car indicated on it, and all references to "Puglia by Car", "we", "our" and "ours" shall be deemed to refer to that company.
We are responsible for providing you with the vehicle in good general and operating condition and may replace the vehicle in the event of mechanical failure, provided that such failure is not due to your fault or that of an additional driver, that it is not the result of a breach of the Rental Agreement and subject to availability. We are liable for death or personal injury resulting from our acts or omissions.
Our liability does not extend to other losses connected with your rental, unless they are the direct or foreseeable result of our negligence or our failure to comply with the terms of the Rental Agreement. In such case, however, our liability to you shall not cover loss of profit or opportunity.
You are obliged to take care of the vehicle, use it and return it in accordance with the Rental Agreement.
You are liable to us in the event of late delivery, loss of or damage to the vehicle, as well as in the event of fines for traffic offences and other charges arising during the rental period.
If you do not comply with these Rental Conditions, we reserve the right to refuse to provide rental services to you in the future.
It is our intention to attempt to resolve any dispute through an amicable settlement. If you decide to dispute any credit or debit card charges or damage invoices, please notify us directly within 14 days of the end of the rental period and include details of your rental agreement and/or booking number, with full details and any supporting evidence. The Customer Relations Department will re-assess the case, and if they accept your complaint you will be charged a revised amount, and if payment has already been collected you will receive a refund (full or partial, as applicable). If they do not accept the dispute, they will proceed to collect the invoiced amount. The Customer Relations Department tries to respond to all customer contacts within 14 days.
In the event that the Customer Relations Department is also unable to resolve the problem to your satisfaction, you may contact an independent judge, whose decision will be binding on us.
If we are unable to resolve a dispute, the law of the country in which you signed the Rental Agreement shall apply. If any part of the Rental Agreement is deemed illegal or unenforceable under applicable law, it shall be deemed null and void, but all other parts shall continue in full force and effect.
It is our intention to attempt to resolve any dispute through an amicable settlement. If you decide to dispute any credit or debit card charges or damage invoices, please notify us directly within 14 days of the end of the rental period and include details of your rental agreement and/or booking number, with full details and any supporting evidence. The Customer Relations Department will re-assess the case, and if they accept your complaint you will be charged a revised amount, and if payment has already been collected you will receive a refund (full or partial, as applicable). If they do not accept the dispute, they will proceed to collect the invoiced amount. The Customer Relations Department tries to respond to all customer contacts within 14 days.
In the event that the Customer Relations Department is also unable to resolve the problem to your satisfaction, you may contact an independent judge, whose decision will be binding on us.
If we are unable to resolve a dispute, the law of the country in which you signed the Rental Agreement shall apply. If any part of the Rental Agreement is deemed illegal or unenforceable under applicable law, it shall be deemed null and void, but all other parts shall continue in full force and effect.
Definition: in these Rental Terms and Conditions, all references to the "vehicle" refer to the vehicle that we provide to you for hire, including any replacement vehicle, all parts and accessories belonging to that vehicle and any additional equipment provided, such as child seats, navigation or other GPS devices, DVD players, snow chains, portable WiFi devices, etc.
Electric Vehicle' shall mean any vehicle that exclusively uses battery power instead of diesel or petrol fuel and any of its parts and accessories. For the purposes of these Rental Terms and Conditions, hybrid vehicles shall be deemed to be "vehicles" (and not "Electric Vehicles").
ConditionsAt the beginning of the rental period, we will provide a summary of any pre-existing damage in the Vehicle Condition Report (VCR). Before leaving, it is important that you check the actual condition of the vehicle by comparing it with what is indicated in the VCR. Any differences should be reported to the rental agency staff so that the VCR can be updated before you leave the agency.
CareIt is your responsibility to take care of the vehicle and reduce the risk of breakdowns and damage by complying with the Rental Restrictions (below). You should also ensure that you use the correct fuel and check your tyres regularly. If the vehicle displays a warning light that
warns that any other fluid, e.g. oil, must be topped up as necessary and we will reimburse the cost of topping up upon presentation of a receipt. If you rent an Electric Vehicle, the Conditions for Electric Vehicles also apply.
It is your responsibility to drive and park your vehicle with due care and in compliance with local traffic regulations and in a manner appropriate to road conditions.
We do not recommend relying on any GPS device, as it does not always show the speed limit of the road being travelled or the road configuration for each area.
It is your responsibility to return the vehicle in the condition in which it was delivered to you, excluding normal wear and tear. To the extent permitted by law, you will be held liable to us for any additional damage found upon return.
Fuel: The rented vehicle will be supplied to you with a full tank of fuel. You are required to return the vehicle with a full tank of fuel or pay for the additional fuel needed to fill the tank upon return, including the Fuel Service Charge to offset the costs we incur in refuelling the vehicle on your behalf.
If you rent a hybrid vehicle, we do not guarantee any battery level at the time of collection.
During the rental period of the vehicle, it is your responsibility to take care of the charging of the vehicle, and the use of public charging points must be in accordance with their terms and conditions and is your responsibility.
This point does not concern the rental of Electric Vehicles. For information on conditions relating to the use and charging of the battery, please refer to the Conditions for Electric Vehicles.
UseThe vehicle belongs to us, so you may not sublet, transfer or sell it. You may not use the vehicle:
Authorised driversWe grant our authorisation to drive the vehicle only to those persons named in the Rental Agreement and to those persons added later with our express permission. Authorised drivers shall not, however, drive if they are too tired or under the influence of substances that may impair their state of alertness or ability to react, such as alcohol, drugs or certain medications.
Guide to foreign countries and cross-border travelYou may only drive the vehicle in the country of rental. If you wish to drive the vehicle in another country, you must obtain our prior authorisation and the Cross-Border Fee will apply.
Multiple rentalsYou may not rent more than two vehicles at the same time, unless you have opened a corporate account with us and have our prior authorisation.
If you do not comply with these Rental Restrictions:
It is your responsibility to take care of the payment of all fines, road tolls, tolls due for access to restricted traffic zones and similar (including parking fines or parking charges) related to the use of the vehicle during the rental period. A portion of these charges will be sent to us for payment, we will then pay them and request a refund from you. Alternatively, the relevant authority or third party may ask us to provide them with your details and they will contact you directly. Where we pass on your data to third parties, this will be done in accordance with the
our Data Privacy Policy.
In addition to any fines or charges against you, if your rental is not governed by the Italian Consumer Code, we may also require you to pay a
administrative costs to cover the time and costs incurred by us in handling these files.
AssistanceIf you experience problems with your vehicle due to mechanical failure or an accident, you should contact Emergency Roadside Assistance so that they can provide you with assistance. Even though this service is included in your fee, you will be liable to us for any costs we incur for service requests for breakdowns caused by you (including, but not limited to, misfuelling or running out of battery charge, lost keys or leaving the vehicle locked). Please note that you must not allow anyone to service or repair your vehicle without our permission.
In the event of an accident, you agree to cooperate with us and our insurers in any subsequent investigation or legal proceedings.
You will also have to do the following:
a. Notify the rental agency and the local police immediately (by telephone or, if they cannot be reached, by going to the nearest police station);
b. fill out the European Accident Report Form (you will find this or a similar document in the glove compartment of the vehicle) and immediately send a copy to the rental agency (the e-mail address can be found on the Rental Agreement);
c. consult the country-specific Terms and Conditions to check whether additional or different procedures need to be followed in that country.
Liability: In the event of loss, theft or damage to the vehicle during rental, you are liable for all losses incurred by us (up to the full replacement cost of the vehicle) and for all costs incurred by us, unless the loss or damage is caused directly by us or we have received reimbursement from third parties or their insurers.
Your responsibility to us may include (among others):
Security: vehicle security is your responsibility, and you should try to minimise the risk of theft or vandalism by parking in a safe place. Always keep valuables (including any removable radios, DVD players, navigation or other GPS devices) out of sight and ensure that the vehicle is locked. You should also follow our return instructions.
Theft: If the vehicle is stolen, you will have to:
As soon as possible, you should also:
4. complete the Theft Report at the rental agency.
You must be able to prove that you have taken the utmost care by returning the keys to us, as well as a copy and/or reference of the police report; otherwise, our products for compensation limitations will be deemed null and void.
Insurance and optional indemnity limitations
The rental fee automatically includes Third Party Liability Insurance, which protects you and any authorised driver against any third-party claims for death, personal injury or damage to other people's property caused by the vehicle during the rental period. In addition (if not already included in the rental fee) you can choose:
These products are subject to terms and conditions and it is important to check them. By accepting our optional products, you also consent to the terms and conditions of these additional products.
Third party liability insurance: if you have purchased excess insurance or a similar product from a third party to cover your liability to us for the excess due for our products due to indemnity limitations, you will still be liable
against us for any amount due up to the value of the deductible and you will have to apply directly to your insurance company for reimbursement.
Requirements: you must return the vehicle to the agency where it is to be returned within the time specified in the Rental Agreement or as agreed with us, otherwise you may be charged additional costs.
Return outside opening hours: you may return the vehicle outside the opening hours of the agency with our consent, in which case you will have to take care of:
Place the keys with clear instructions on where to find the vehicle in the agency's key safe. Do not hand over the keys to anyone when parking the vehicle, even if they appear to be our employees.
Change of time or place of return: If you wish to change the time or place of return, or if you prefer that we come and collect the vehicle, you must send an e-mail to the rental agency using the address given in the Rental Agreement. Any changes to the agreed return arrangements are at our discretion and may incur additional costs.
A change in the return time may result in an increase in the rental cost, as a different (current) rate may apply. If you change the place of return, you may be charged a one-way fee to cover the cost of returning the vehicle to the agency where it was delivered to you.
Late return: Rental charges are calculated over 24-hour periods starting from the time specified in the Rental Agreement. If you return the vehicle late, a new 24-hour period will commence and you will be charged at the current standard rate together with any subsequent 24-hour period commencing before the vehicle is returned.
To accommodate you, we generally grant a short 'grace period' within which you can return the vehicle without having to pay the charge for the extra day.
Under certain circumstances, we may also charge a Late Return Fee for the costs incurred if the vehicle is returned at a different time than agreed.
ADDITIVES
Notification: Upon return, we will check the vehicle and add to the invoice any additional charges resulting from your use of the vehicle, e.g. for fuel, vehicle in poor condition, damage, missing accessories and early/late return.
Invoice and payment: We will provide you with an invoice or a final statement of the charges at the time of return, or by e-mail or post. If you do not pay the charges within the period stated on the invoice, we reserve the right to charge interest on arrears at the legal interest rate applicable on the unpaid charges.
Change of time or place of return: If you wish to change the time or place of return, or if you prefer that we come and collect the vehicle, you must send an e-mail to the rental agency using the address given in the Rental Agreement. Any changes to the agreed return arrangements are at our discretion and may incur additional costs.
A change in the return time may result in an increase in the rental cost, as a different (current) rate may apply. If you change the place of return, you may be charged a one-way fee to cover the cost of returning the vehicle to the agency where it was delivered to you.
Late return: Rental charges are calculated over 24-hour periods starting from the time specified in the Rental Agreement. If you return the vehicle late, a new 24-hour period will commence and you will be charged at the current standard rate together with any subsequent 24-hour period commencing before the vehicle is returned.
To accommodate you, we generally grant a short 'grace period' within which you can return the vehicle without having to pay the charge for the extra day.
Under certain circumstances, we may also charge a Late Return Fee for the costs incurred if the vehicle is returned at a different time than agreed.
ADDITIVES
Notification: Upon return, we will check the vehicle and add to the invoice any additional charges resulting from your use of the vehicle, e.g. for fuel, vehicle in poor condition, damage, missing accessories and early/late return.
(A) QUOTE (SEE YOUR RENTAL AGREEMENT)
Your Rental Agreement contains an estimate of the amounts due for the rental. Usually, these amounts include the following:
MANDATORY CHARGES
Rental fee: The agreed rental fee is indicated on the basis of a daily or weekly rate and includes third-party liability insurance.
Mileage: An estimate of kilometres may also be included in the rental fee. If you exceed the estimated number of kilometres, a surcharge may be applied.
Agency fees: Charged at certain agencies (e.g. at airports and railway stations) to reflect the higher cost of providing services at these locations.
OPTIONAL PRODUCTS AND SERVICES
Additional driver: We charge a standard surcharge for each additional driver.
Young driver supplement: It can be applied if you or any additional drivers are under 25 years of age.
One-way fare: It may be applied if you return the vehicle to a different location from the pick-up location. When booking, you will be informed whether this option is available for your trip.
Delivery and collection chargesThis applies if you request that the rental vehicle be delivered to or collected from a location other than our rental agency.
Insurance and optional indemnity limitations: The rental agreement will show whether you have accepted or rejected our insurance and indemnity limitations or whether they are otherwise included in the rental fee.
Optional equipment: The Rental Agreement lists all optional equipment you have selected, such as baby/child seats, winter tyres, navigation or other GPS devices, and shows the total amount for the agreed rental period.
TOTAL
Estimated rental cost: The total costs estimated at the beginning of the rental period, including taxes. Costs are 'estimated' as they exclude any fuel or other expenses that may arise from the use of the vehicle during the rental period.
Total estimated rental cost: The estimated rental cost plus the maximum fuel surcharge you may be charged if you return the vehicle without refuelling (i.e. the cost of a full tank of fuel plus the
refuelling service at current rates).
(B) POTENTIAL ADDITIONAL COSTS
As a result of your use of the vehicle or accidents occurring during your rental period, you may be charged additional costs. These include the following:
FUEL
Supply price: If you do not fill up the vehicle before returning it, you will be charged a fee for each litre of fuel needed to fill the tank.
CONDITION OF THE VEHICLE
Charges for damages and/or losses: (i) If you have not purchased our compensation limitations products and the vehicle is stolen, lost or damaged, you are liable up to the full value of the vehicle.
(ii) If you have purchased our indemnity limitation products and your vehicle is stolen, lost or damaged, you are liable for each accident in the amount of the excess (unless the indemnity limitation products have been declared void).
Charges for accessories/missing parts: They apply if there are parts or accessories of the vehicle (including any optional extras hired, such as car seats or GPS devices, etc.) that
are not returned with the vehicle or are damaged and must therefore be replaced.
Charge for replacement of charging cable for hybrid vehicles: When you rent a Plug-in Hybrid Vehicle, it comes with one or more cables. If you do not return them with the vehicle or if they are damaged (excluding normal wear and tear), you will be charged for replacing these cables.
Administrative costs for damages: Fixed amount charged to recover our costs for handling damage caused to the vehicle.
Charge for extra cleaning: It applies if the returned vehicle requires more thorough cleaning than standard cleaning in preparation for the next rental.
Smoking surcharge: Smoking is prohibited in all vehicles; this charge covers the cost of preparing the vehicle for subsequent hire.
If you have rented an electric vehicle, please refer to the Electric Vehicle Conditions to find out what the additional and/or alternative charges are.
VEHICLE USE
Motorway and local road tolls: You are responsible for paying all motorway and local road tolls during your rental.
Penalties for traffic offences and fines: You are obliged to pay the full amount of any parking fines, parking charges, fines for traffic violations or other fines you incur during the rental period.
Administrative expenses for fines: Standard amount charged to recover our handling costs for the payment of tolls, parking fines, parking charges, fines for traffic violations or other fines you incur during your rental.
EARLY/LATE RETURN
Charge for early repayment: If you have selected a rate with deferred payment, linked to a set rental period, and then return the vehicle early, we will recalculate the rental cost at the rates in effect at the time of return. You will only pay for the days of use, but the recalculation may result in an increase or decrease in the overall price.
In addition, we reserve the right to charge an Early Return Fee to partially compensate you for the fact that we were unable to rent the vehicle during the remaining period in which it was reserved for your use.
Additional rental days: If you do not return the vehicle within the agreed time, you may be charged an additional day's rental for the vehicle and any optional equipment for each new 24-hour period applying the current rental fee. However, there is a 'grace period' of 29 minutes after the agreed time, within which you may return the vehicle without additional charge.
Late Return Charge: In addition to charging additional rental days for late returns, we reserve the right to charge a Return Fee
delay to partly compensate for the costs we incur in finding an alternative vehicle to meet the request of those who had booked the vehicle after you, in addition to the administrative costs we incur in contacting you to request the return.
All charges are calculated according to our current rates and the final calculation is made at the end of the rental period.
Fuel is not included in the rental fee. The vehicle will be delivered to you with a full tank of fuel and you can decide how to pay for the fuel you use during the rental.
You can choose from the following options:
RETURN THE VEHICLE WITH A FULL TANK OF FUEL. Often called a 'full to full' policy. In this case you return the vehicle after filling up the tank at a local service station.
…OR WITHOUT HAVING FILLED UP
A good solution if you are in a hurry and do not have time to refuel before returning.
You will be charged the cost of each litre of fuel needed to fill your tank, including or increased by the Refuelling Service Charge for the service rendered to you.
Prices are indicated in the Rental Agreement.
This section is valid if you have rented a hybrid vehicle. You do not need to ensure that the hybrid vehicle is returned with a specific battery charge level.
This section does not cover the hire of Electric Vehicles. For the latter, please refer to the Conditions for Electric Vehicles.
This term indicates "normal wear and tear due to reasonable use" and includes minor scratches and chips, small dents and normal wear and tear on tyre treads and wiper blades. Please refer to the section "What is meant by damage to load" at the bottom of the Vehicle Condition Report that will be sent to you by email.
During peak periods, our staff will take 20 to 30 minutes to complete the inspection and agree with you on any damage found. If you are in a hurry and cannot wait, any new damage will be assessed and you will be charged in your absence.
During the return inspection, some damage may not be obvious, such as damage to inaccessible vehicle components (e.g. engine, fuel tank or clutch) or hidden due to poor lighting or adverse weather conditions. In the event that we find such damage, we will inform you by sending an e-mail to the address you have provided, presenting you with the necessary evidence, before charging you.
If you have purchased a valid indemnity limitation product, we will charge you for the damage in the amount of the applicable deductible (which may be zero or a reduced deductible) unless the indemnity limitation product has been declared void.
The most frequent scenarios for ascertaining and charging damages are the following two:
i. damage in our matrix
Our aim is to address the issue of damage quickly and practically, using our damage repair matrix. This shows the average repair costs of the most common minor damages based on body shops' costs for parts and labour. The damage matrix
is audited annually by independent, impartial auditors.
Where possible, we will charge for damages in line with our matrix. Upon return, we will send you an e-mail with the Damage Assessment Report, listing
details of damage charges, including photos. Damage charges and any administrative fees due will be included in the final invoice.
ii. damage not reported in our matrix
In this case, we will ask our expert to make an assessment of the damage. We aim to complete this assessment within 20 days. However, it may take up to
90 days if third parties or the police are also involved. Upon return, we will send you an e-mail with the Damage Assessment Report (DAR) describing the damage, including photos. Once the assessor has completed the assessment, we will send you a separate invoice for the damage costs.
and any administrative fees due. The amount will be communicated to you by e-mail to the address you provided us at least seven days before your credit card is charged.
1. If you decide to dispute the amount charged for damages, please notify us within 14 days of the end of your rental terms and conditions by providing the details of the Rental Agreement and/or booking number and we will send all information, including any arguments and supporting evidence you provide, to our Customer Relations Department, who will assess
case again. If the Department accepts your challenge, you will be charged a revised amount and, if payment has already been collected, you will receive a full or partial refund. If the
dispute is not accepted, they will proceed to collect the invoiced amount.
2. The Customer Relations Department tries to respond to all customer contacts within 14 days.
3. In the event that the Customer Relations Department is also unable to resolve the problem to your satisfaction, you may contact an independent judge, whose decision shall be binding on us.
In order to provide the services you have requested, we need to collect and store certain personal data about you. When you rent one of our vehicles, you consent to the use of your personal data in the manner described in our Privacy Policy.
We use your personal data for our legitimate interests, including statistical analysis, credit control and protection of our assets. This may include disclosing your personal data to insurers and other organisations that assist us in the recovery and management of fraudulent claims.
If you use a CDP number (price discount code or other benefits) linked to a company, you give us permission to share your personal rental data with this company in order to apply the discount and credit any membership points.
Please note that for safety reasons some vehicles are geolocalised via GPS and we may save this information if necessary for this purpose.
When do the VE Conditions apply?
If the rented vehicle is an Electric Vehicle (EV), these EV Conditions shall apply. They form part of the Rental Agreement and apply in addition to the Rental Conditions.
In these VE Conditions, VE means a battery-powered vehicle that uses battery power instead of diesel or petrol.
These VE Conditions do not apply to Hybrid Vehicles (i.e. vehicles that use battery power and another fuel); if you rent a Hybrid Vehicle, you must do
reference to the Rental Conditions.
You must ensure that you are familiar with the capabilities and limitations of the vehicle you have hired. It is your sole responsibility to ensure that it is suitable for your needs. A
We may sometimes replace the selected vehicle with another, and in such a situation you are obliged to check that it is suitable for you.
We recommend charging the battery as often as possible to keep it in the range of 20 to 80%. When the battery status is below 20%, it takes longer to charge the VE.
IMPORTANT: Never allow the battery charge to fall below 10%, as this will significantly compromise the life of the battery and could damage it. Any failure caused by a discharged battery will be your sole responsibility. See the Faults section in the Rental Conditions for information on what to do in this case.
STATUS OF CHARGE: When collecting the VE, we will try to ensure that its state of charge is at least 80%. The state of the battery will be recorded in the Rental Agreement.
During rental, stops for recharging must be planned in advance, before the battery level becomes too low. Charging EVs is fundamentally different from charging petrol or diesel vehicles. It is good practice to recharge the vehicle every time you park it, during overnight stays, and to supplement the state of charge with quick recharges as required.
It is your responsibility to ensure that the VE has enough battery power remaining to complete your journey or reach a charging station.
We recommend that you use the Charging Stations in the network to charge your VE during your rental, this way you will not need to register with other suppliers and you can optimise your charging experience. If you have rented a Tesla EV, please note that Tesla Supercharger stations are also part of the approved network.
Charging stations must be used in accordance with the instructions provided at the stations. You are solely responsible for the use of any charging station.
If you misuse or damage a Charging Station (be it a Network Charging Station or another Charging Station), we may receive a fine or a claim for damages. In this case, we will forward the fine or damage claim to you together with an administrative fee (see Charges below).
IMPORTANT: parking fees are separate from charging fees; please check the regulations each time you enter a car park.
You must ensure that you use the charging station and cable (the one supplied with the VE or a cable connected to the public charger) responsibly and carefully, to avoid causing tripping hazards or other dangers to the public.
We reserve the right to support investigations and provide any relevant information to third parties in the event of misuse and/or damage to the charging stations.
CABLE: One or more charging cables will be supplied with the VE.
Inform Hertz personnel immediately if no cables are present when you collect the VE. If you fail to report this at the time of collection, you will be liable for the cost of replacing the cables registered in our systems as included in the VE.
Charging cables must be used with caution and care and in accordance with the user manuals. If you use a cable in a socket that is not a VE charging socket, you will be held liable for any loss or consequential damage.
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