Frequently Asked Questions

How to get started

Adding a payment card and driver’s licence

1. Select Payment method from the menu and add a debit or credit card. If you add a new card, you will have to pay €0.50 to check its validity. The amount will be added to your account balance.
2. Select My Account from the menu and follow the instructions to upload your driving licence. It takes a few minutes to confirm. To use Avis Now, you must have a valid category B driving licence and be at least 21 years old.

What are the requirements for adding a payment card?

To add a payment card, you must log in to the bank with your Mobile ID or Smart ID.

At least one payment card must be linked to your Avis Now account. You can also link more than one card, and choose which card is charged before each journey for services rendered. It is important that the card is either VISA or MasterCard and has secure online shopping activated.

How to activate secure online shopping?

1. SEB: log in to your online bank and select “Accounts and Cards” from the top menu bar -> “Cards list”. Here you can see all your cards that can be enrolled in the secure online shopping programme. If your card is not selected, click on “Pay online” and click on “Start”.
2. Swedbank: log in to your online bank and in the menu bar on the left, select “Cards” -> “Secure online shopping”. Here you can see all your cards that can be enrolled in the secure online shopping programme. Select the card you want to use in the “Pay online” section and click “Start”.
3. Šiaulių bankas: log in to your internet bank and in the menu bar on the left select the “Cards” section -> “Secure Payments” -> select the payment card you wish to activate secure payments online with and press “Register” -> enter the requested details and confirm them by clicking on the “Enter and Sign” button -> soon the status of the card will change to “Registered”.
4. Luminor: log in to your internet bank and in the menu bar select “Payment cards” -> select the payment card you want to activate secure online payments with and in the window that opens click on “Secure payment service settings” -> select the button “Order service” -> enter the necessary information that the bank will show you later when you make the payment -> click on “Order service”.
5. Danske: it is not necessary to activate secure online payment.
6. Citadele: it is not necessary to activate secure online payment.

What are the requirements for validating a driving licence?

We accept driving licences issued in the European Union, including Iceland, Liechtenstein, Norway, Switzerland and the UK. To use an Avis Now car, you must have at least a valid category B driving licence and be at least 21 years old. year-old.

To ensure that the validation process goes smoothly, take the photos in a well-lit area and make sure the information on the documents is legible.

It takes too long to validate your driving licence

We will do our best to get your driving licence checked quickly. However, sometimes there may be delays. To speed up the process, make sure you take photos in good light and that the information on the documents is clearly visible.

If it’s been more than an hour since you submitted your document and you still can’t book a car, contact our customer support.

My driving licence has been refused

A document can be rejected for several reasons.

If your licence qualifies and should have been accepted, please contact our customer support by email info@avisnow.eu.

How to renew your driving licence?

If your validated driving licence expires, you will no longer be able to use Avis Now. Renew your driving licence well before it expires. When your licence expires, the app will send you a notification to upload a new licence.

Making a new booking

Avis Now service area

“Avis Now currently operates in Estonia, Latvia and Lithuania.

To view Avis Now locations outside Estonia, log out and select another country from the menu.

The Customer is only allowed to use the Vehicle outside the territory of the country of origin with the prior written consent of the Customer. Please send your request to Customer Support by e-mail.

How to book?

After adding the payment method and validating your driving licence, you can choose the rental dates and times. The minimum booking is 30 minutes and the maximum is 30 days. Then select a location. The rental always starts and ends in the same place. It is not possible to terminate the rental in another location.

After entering the date, time and location, the system displays the available cars. An advance payment for the selected period is required to confirm the booking. Payment for the mileage will be made at the end of the rental period.

How much does it cost to rent a car?

When booking a car, you will be required to pay a deposit for the selected period. The time rate is calculated on the basis of minute, hourly, daily and weekly tariffs. After payment, your car reservation is confirmed and you will receive information and an invoice by e-mail.

After the end of the rental, the final payment will be taken from the payment method of your choice for the total distance travelled. The distance price is calculated on the basis of kilometres (km) travelled. Kilometres are not included in the advance payment and are always calculated separately.

See price list: www.myavis.ee/et/soiduautod

Is fuel included in the price?

Yes, fuel is included in the fare and will be invoiced on the basis of the kilometres travelled after the end of the booking. To refuel your car, please use the Circle K fuel card in your car. You can find this guide under the sunshade.

Cancelling a booking

It is possible to cancel upcoming reservations under the following conditions:

1. cancellation 24 hours or more before the start of the rental period will result in a 100% refund.
2. cancellation less than 24 hours before the start of the rental; and:

2.1. if the total length of the booking is 24 hours or more, the customer will be refunded the amount of the booking deposit less a cancellation fee of €20.
2.2. if the total length of the booking is less than 24 hours, the booking is non-refundable.

All refunds will be credited to the customer’s Avis Now Account balance, which can be used by the customer to make the following bookings.

Extension of booking

The extension of the reservation will be subject to availability, taking into account other reservations made for the car, and will take effect after the time added to the initial reservation has been paid in advance. An additional invoice will be sent to the customer for the extension of the booking. The kilometreage will be invoiced at the end of the period of use.

If the booking is renewed, the calculation of the rental fee for the new period of use starts again.
For example: if the initial booking is for 6 hours (which is equal to the daily rate according to the price list), but the use of the car is extended by 1.5 hours, i.e. the car is used for 7.5 hours, the rental fee is the daily rate + 1.5 hours.

I don’t see the number plate of the car I booked in the app

The registration number of the car you have booked will appear in the app 10 minutes before the rental starts.

Active booking

Car doors do not open

Depending on the location of the car and the strength of the signal, it sometimes takes a while to open the car doors. If the car doors remain unlocked 3 minutes after you select “Start booking”, please contact our customer support on +372 605 11 44.

I can’t lock the car

Follow the instructions in the app to lock your car.

If you can’t lock your car via the app, lock it with the key you’ll find in the glove box.

If you still can’t lock your car, contact our customer support.

I can’t find my booked car

To find the car you have booked, check the location of the car in the app. This way, you can see the exact location of your car on the map.

If the car is on private territory or its coordinates are wrong, you may not be able to find it. In this case, contact customer support.

Where can I park my car while driving?

You will have to follow local parking rules and pay for parking zones outside your chosen drop-off and pick-up point.
If you receive a fine for unpaid or illegal parking, you are responsible for paying it.

Connect your phone via Apple CarPlay and Android Auto

Most of our vehicles support CarPlay and Android Auto to connect your phone. It allows you to get directions, make calls and send and receive messages on the car’s built-in display.
You can use a cable or connect wirelessly to CarPlay or Android Auto.
To connect your iPhone wirelessly, do the following.

• Check if the car is in wireless or Bluetooth pairing mode
• Open Settings on your iPhone > General > CarPlay > Available Cars
• Select a car.

To wirelessly connect your Android phone, do the following.

• Click the Home button on your car screen
• Select SmartPhone connection
• Select Connect a new device
• Follow the instructions on the screen.

I can’t cancel the reservation

If you can’t cancel your booking, make sure that:

• You are at the final destination. If you are not at your final destination, you will not be able to complete your booking in the app.
• The car doors are closed and the engine is switched off.

If you experience any other technical problems, please call our customer support team.

I was in a car accident

If necessary, inform the police and paramedics immediately and report the situation to our customer services on +372 604 11 44 and 24/7 roadside assistance on +372 6671 505.

Please note!

• Every accident must be reported! Always inform the police and Avis Now customer support immediately.
• Failure to notify Avis Now immediately may result in a fine and the costs of the damage.
• The assessment of the actual damage is the sole responsibility of Avis.
• Sales are handled exclusively by Avis and the insurer.

The report must also include:

• Time and date of the accident;
• Photo from both sides of the police report paper;
• Photo of the accident site;
• Clear photos of all four sides of the Avis Now car. Make sure the number plate is visible in every photo;
• A clear photo of the damaged part of the Avis Now vehicle;
• A clear photo of the oncoming vehicle (with number plate) or obstacle.
• Describe in detail the circumstances of the accident and be sure to give your version of who the responsible party is.

If possible, make sure the vehicle is moved to a safe place.

If you have any additional documents (e.g. a paramedic’s report), please send them to us at info@avisnow.eu as soon as you receive them.

Car-related questions

Avis Now car insurance

All Avis Now vehicles are covered by compulsory civil liability insurance, so you do not need to take out insurance. The vehicle is equipped with an insurer-compliant satellite-connected security system that protects Avis Now from potential theft.

In the event of a road accident where you are not at fault (for example, your car was hit by a person breaking traffic rules), the insurance will cover the damage and you will not have to pay anything extra.

If you cause an accident while using Avis Now and are at fault, you will be subject to financial liability of up to €500.

If the damage to the car is more than €500, the Avis Now customer is only liable for the financial liability of €500, although the damage may be much higher.

In non-insured events (e.g. if you are drink-driving, driving recklessly, etc.) – you will have to pay compensation for all the damage caused.

Car doors do not open

Depending on the location of the car and the strength of the signal, it may take a while to open the car doors. If the car doors remain unlocked 3 minutes after you click “Start booking”, please contact our customer support team on +372 605 11 44.

I can’t lock the car

Follow the instructions in the app to lock your car.

If you can’t lock your car via the app, lock it with the key you’ll find in the glove box.

If you still can’t lock your car, contact our customer support.

We are out of window washer fluid

Please use the window washer fluid stored in the boot of your vehicle.

If you don’t have any fluid in the trunk, buy a cleaning agent from the nearest petrol station if possible and add window cleaner. Please send a photo of the receipt to our customer support by e-mail – we will reimburse the costs.

Connect your phone via Apple CarPlay and Android Auto

Most of our vehicles support CarPlay and Android Auto to connect your phone. It allows you to get directions, make calls and send and receive messages on the car’s built-in display.
You can use a cable or connect wirelessly to CarPlay or Android Auto.
To connect your iPhone wirelessly, do the following.

• Check if the car is in wireless or Bluetooth pairing mode
• Open Settings on your iPhone > General > CarPlay > Available Cars
• Select a car.

To wirelessly connect your Android phone, do the following.

• Click the Home button on your car screen
• Select SmartPhone connection
• Select Connect a new device
• Follow the on-screen instructions.

The booked car is damaged or in a poor condition.

Scratches or injuries known to us are marked with a grey arrow.

If you notice any damage before the journey without the sticker or if the car you have booked is in a poor condition (e.g. the interior is dirty or smells bad):

• Take a photo of the injury or the condition of the car
• Let our customer support team know and we’ll help.

The car has a mechanical fault

If you find that your car is not working properly or a part of your vehicle has been damaged, park your car safely, following the traffic rules, and contact our customer support.

Avis Now car broke down

Avis Now cars are new and technically in good condition. If your vehicle won’t start or breaks down (if you hear a noise while driving, a red indicator light on the dashboard or any other malfunction), contact us on +372 605 11 44.

Our aim is to provide you with the services you need as quickly and smoothly as possible, so that any disruption along the way causes as little inconvenience as possible and you can continue your journey as quickly as possible. No matter where you are in the city, we’ll get you up and running in no time.

Refuelling

Where can I refuel my car?

In mainland Estonia, you can refuel your vehicle at all Circle K stations.

There are no Circle K stations in Saaremaa, but you can also use our fuel cards at Saare Kütus stations:

Pihtla: Pihtla tee 26, Kuressaare 93815
Aia street: Aia street 59, Kuressaare 93810
Roonimäe: Ringtee 2a, Saaremaa parish 93876
Orissaare: Aasa tn, Orissaare village 94601

You can only pay with a fuel card at automatic fuel dispensers – it is not accepted at Circle K service stations. We recommend paying for fuel first and then refuelling. Please do not use other stations, the fuel card will only work at the above stations.

Refuelling your car

To refuel, drive to the nearest Circle K petrol station. The type of fuel used in the vehicle is indicated on the fuel tank door sticker.

You don’t have to pay for your fuel with your own funds, as all our vehicles are equipped with a fuel card that can be used for refuelling.

You can only pay with a fuel card at the fuel dispenser – you cannot use it at service stations. We recommend paying for fuel first and then refuelling. The fuel card can only be used to refuel your Avis Now car, other services and purchases are not covered.

I can’t find the fuel card

All Avis Now cars are equipped with a fuel card, usually located in the glove compartment or behind the driver’s sun visor. If you can’t find it in these places, look inside the armrest, in the door pockets and under the seats.

However, if you still can’t find a fuel card, you can pay for your fuel yourself. Please keep the receipt and send it, together with your bank account details, to our customer support so that we can reimburse you.

I can’t open the fuel tank hatch

Unlock the car first.

There are then two ways to open the fuel tank hatch:

1. on most of our vehicles, all you have to do is press the fuel filler flap and unscrew the fuel cap underneath;
2. but some vehicles (e.g. Toyotas) have a lever that has to be pulled to open the fuel door. This lever is located between the driver’s seat and the front door.

If the lever does not work, or if the hatch or cap is damaged, please contact our customer support.

I used the wrong fuel for refuelling

Do not continue driving if you have filled up with the wrong fuel as the wrong fuel can damage the engine. Please park your car in a safe place and contact customer support.

Our team organises the pumping out of the fuel. Know that you may be charged extra for this. More information and a price list are available on the website and in the Terms of Use. More information at www.myavis.ee

I have a problem with my fuel card

You can only pay with a fuel card in automatic fuel dispensers – you cannot use it in petrol stations. We recommend paying for fuel first and then refuelling.

You need to use a PIN to pay with your fuel card. Open the app and click Show PIN in the active order view. Insert the card into the payment terminal and enter the PIN code to confirm the payment.

If your payment is declined, if there is no PIN or you entered the wrong PIN and your card is blocked, take a picture of the fuel card (the card number must be visible) and contact our customer support.

Refuelling the vehicle when the tank is half full

With a fuel card, you can refuel your vehicle even if the tank is not empty.

When planning longer journeys, it is always important to ensure that you have enough fuel to get to the nearest Circle K station.

I can’t get to a petrol station that accepts a fuel card

Please plan ahead for long journeys and make sure you always have enough fuel to get to a Circle K petrol station and always use your fuel card to pay.

However, if you realise that your vehicle does not have enough fuel to get to the nearest station, you can pay for the fuel yourself. To receive a refund, please keep the receipt and send us the following details by e-mail:

• Your full name
• Bank details
• Clear photo of petrol receipt
• Reason why you did not use a fuel card or did not refuel at a Circle K.

Payments, fees, fines and invoices

Why was I charged several times for my booking?

After the end of the booking, the distance will be charged according to the kilometres covered. If you overstay by more than 30 minutes without extending the rental period, a late return fee will be added to your final bill.

Make sure you have enough money on your payment card to cover the total rental payments, as we cannot allow you to continue using your car if payments are not made.

If you think you have been charged incorrectly, please contact our support team by email.

Total rental price was higher than expected

Please note that the total price consists of an advance payment for the rental period and a final payment for the distance. If the booking is renewed, the calculation of the rental fee for the new period of use starts again. If you overstay by more than 30 minutes without extending the rental period, a late return fee will be added to your final bill.

If you find that the charge is incorrect, please contact our customer services by e-mail.

Why did I get a fine using Avis Now?

We do our best to provide a quality car rental service. That’s why we ask you to drive responsibly and keep our cars clean and tidy.

Subject to our general terms and conditions, we may impose a fine if we find that you have acted in a dangerous, harmful or disrespectful manner when using Avis Now vehicles. If the vehicle has been damaged, we may ask you to pay for the damage in accordance with the financial liability list.

Follow the instructions in the email to pay the premium you have been allocated.

I got a parking fine

When renting a vehicle, please respect local traffic rules.

Please note that you will be responsible for any fines incurred during the rental period.

If you have received a parking fine from the local Municipal Police and would like more information about the fine, please contact their customer support on +372 640 4995.

If you have received a parking fine from EuroPark and would like more information about the fine, please contact their customer support on + 372 661 0223.

If you have received a parking fine from Shared Services and would like more information about the fine, please contact their customer support on + 372 6 511 515.

I got a speeding ticket

Always obey traffic rules and speed limits when driving with Avis Now.

If you are speeding and a speed camera records the offence, you could be fined.

If you have any questions about the fine imposed by the Estonian Police, contact their customer support on +372 612 3000. The opening hours of the Customer Support are available on the Estonian Police website.

Financial liability in the event of an accident

If the accident was not the fault of an Avis Now customer, no additional charges or fines will be applied.

If the Avis Now driver was at fault, the following options are possible:

1. If the damage is less than the maximum financial obligation (€500), an invoice will be issued for the car, taking into account the repair costs.
2. If the damage to the car is more than €500, the Avis Now customer is only liable for the financial liability amount of €500.

Other issues

I left a personal item in the car

If you’ve left your personal belongings in the car, check the booking system to see if your used car is available.

If available, book it, go to the car and open the doors. If you don’t start the engine and leave a comment on the receipt of your personal item, our customer support team will refund your booking deposit. If you have problems getting into your car, call our customer support on +372 605 11 44.

If a vehicle is not available, please contact our customer support and provide a full description of your item. We will do our best to help you find it, but please note that we cannot guarantee that it will be found.

I found an object in the car

If you find a personal item in the car that may belong to the previous owner, please place it in the glove box or luggage compartment and notify us by e-mail. Thanks for your help!

Accidentally took keys or fuel card

If you’ve accidentally taken your car keys or fuel card, use the booking system to see if a used car is available.

If it’s available, book it, get in the car and put it in the cup holder. If you don’t start the engine and leave a comment, our customer support team will refund your booking deposit.

If it has been a long time since you took your keys or fuel card, we may have changed them and the car may have moved. In this case, follow the instructions below.

Tallinn, Estonia: Call our customer support and bring your car keys or fuel card to our office at Peterburi tee 47C.
We may charge a fine for lost keys or missing fuel cards, so it is important to return them promptly.

Travelling with children

Most of the cars are equipped with child seats suitable for children aged 4-8 years. You can find the seat in the boot or the back seat.

Every Avis Now car has an ISOFIX anchorage.

If you can’t find the elevation, please contact customer support.

If you need more than one booster seat, you can bring your own, but be sure to take it out before you finish your journey and lock the doors.

Travelling with a pet

Transporting a pet in an Avis Now car is only allowed in a specially adapted pet transport cage.

To transport pets safely, keep them in a carrier or cage at all times and fasten it with a safety belt. You are fully responsible for the animal and any damage it causes.

Business customers

Adding a company payment method

To add your company’s payment method, log in to business.myavis.ee/home with the same phone number as in the app. Enter your company details and select debit/credit card payment or summary invoice.

If you choose to pay by debit or credit card, your card will automatically be added to your Avis Now payment methods and you can start a new booking.

An additional Avis Business contract must be signed for monthly summary invoices. You will be contacted by our team after filling in the details of the company representative. Once you have signed the contract, you can start using Avis Now and all other Avis services (except Avis Campers).

What is Avis Business?

Avis Business is a business customer solution that addresses the mobility needs of every business. We allow you to use your car from 30 minutes to 5 years through various services.

An Avis Business contract allows you to pay for the Avis Now service with an invoice, and access all other Avis services (except Avis Campers).

In the self-service portal business.myavis.ee, you can manage your company’s employees, set credit limits, view team bookings and invoices. You can pay for all your team’s business trips with a company credit card or on the basis of a monthly summary invoice.

Vehicle-related costs

Own liability for the vehicle	up to €500
causing a road accident while under the influence of alcohol or drugs	up to the value of the car
Sharing an account with a third party	500 €
Lost keys	350 €
Dry cleaning fee (also applies if the car has been smoked in)	200 €
Handling fee for a traffic or parking fine	20 €
Negligent management	300 €
Driving under the influence of alcohol or drugs	2000 €
Fine for stealing fuel	399 €
Charges for damage to tyres (if repair is not possible)	60 €
Late return fee	20€