Booking and Rental Terms

1. Company and scope Auris Rent a Car is operated by Auto Auris SH.P.K., business registration number 811349308, International Airport Adem Jashari, Prishtina, Kosovo. Contact: +383 44 321 711 · auris.rentacar@gmail.com. These terms should be read together with the offer, confirmation, rental agreement and handover/return record. Specific terms and fees are communicated to the customer before confirmation. Mandatory legal rights continue to apply. 2. Online booking Submitting the form constitutes a booking request. Automatic receipt of the request does not guarantee availability. Auris confirms the booking after checking availability, stating the vehicle or category, dates, price and applicable terms. The status can be followed through the customer dashboard or the private booking link. Email notifications are sent when the service is active; the customer may contact the team for confirmation. The customer must provide accurate information. Changes to dates, location or vehicle require approval and may change the price. Items marked “TEST” or “Test fleet” are demonstrations and do not constitute genuine rental offers. 3. Documents and drivers Valid identification and a driving licence for the relevant category are required at pickup. An international driving permit or translation is required when necessary for the licence to be recognised. Only persons authorised in the rental agreement may drive. Any additional insurance conditions for a driver are communicated before confirmation. Invalid documents or failure to meet communicated conditions may prevent handover. 4. Price and payment The offer states the total, rental period, taxes and mandatory charges, included mileage and extras. Payment is made by bank transfer or in cash at the office as stated in the confirmation; online booking is not a card payment. The appropriate payment document is issued. Additional charges apply only when communicated and accepted in advance or when they arise from documented obligations under the agreement and the law. 5. Deposit When a deposit is required, its amount, payment method and return period are specified before confirmation and in the agreement. The deposit is security and does not replace rental payment. After the vehicle has been returned and inspected, it is released or refunded, less documented obligations. The customer receives an explanation and supporting documentation for deductions. The bank may require additional processing time. 6. Handover At handover, the vehicle's condition, existing damage, mileage, fuel level and equipment are recorded, with photographs where possible. The customer checks the vehicle and asks for any shortcomings to be recorded before departure. Pre-existing damage and normal wear are not charged to the customer. Auris supplies a vehicle fit for use with the necessary documents. The meeting point and time are stated in the confirmation. 7. Use The vehicle must be used with care, in accordance with traffic rules and its instructions. Driving under the influence of alcohol or prohibited substances, racing, illegal activities, exceeding capacity, subletting, driving by unauthorised persons and use on unsuitable terrain are prohibited. Towing or commercial transport requires express approval. Smoking is not allowed. Extraordinary cleaning is charged only according to the communicated fee and documented condition. 8. Travel outside Kosovo Prior written approval and the necessary documents and insurance are required. Permitted countries, fees and restrictions are set out in the confirmation or agreement. Selecting a return location outside Kosovo does not replace permission to cross a border. 9. Return, fuel and mileage The vehicle must be returned at the agreed time and location with the fuel level recorded at handover, unless otherwise agreed. Missing fuel, extra mileage and a different return location are charged according to the accepted offer. An extension requires prior approval. Auris must be notified immediately of delays; additional time and any late fee are handled under the agreement. Early return and refunds are handled according to the offer and legal rights. 10. Insurance and damage Coverage, the customer's share of a loss and exclusions are set out in the offer and agreement. The deposit does not necessarily represent the maximum limit of liability. Liability is assessed according to the evidence, agreement, insurance policy and law. Damage charges are supported by documentation. Normal wear, previously recorded damage and defects not caused by the customer are not charged to the customer. 11. Accident, breakdown or theft The customer must secure the scene, contact emergency services or the police when necessary, and notify Auris without delay. Details, photographs and a police report, where required, must be kept. Repairs or recovery are arranged with Auris, except for urgent action needed for safety. Use must stop if a defect affects safety. A replacement vehicle or refund is assessed in light of the circumstances, availability and the law. 12. Fines The customer is responsible for fines, parking charges, road fees and violations related to their use of the vehicle. Administrative fees must have been communicated in advance and documented. Driver information is given to authorities when required by law. 13. Cancellation and no-show Cancellation must be requested by phone or email, quoting the booking number. The free cancellation deadline, cancellation fee, prepayment terms and no-show terms are specified before confirmation. A fee that was not communicated and accepted in advance does not apply. If Auris cannot provide a confirmed booking, it proposes an alternative; if that is declined, it refunds payments for the service not provided, without prejudice to legal rights. 14. Complaints and changes Contact: auris.rentacar@gmail.com · +383 44 321 711. Include the booking number and relevant documents. The laws of the Republic of Kosovo apply, without prejudice to mandatory consumer protections. Changes apply to future bookings; existing bookings retain the accepted terms unless otherwise agreed or required by law.