Bulgaria Car Rent - Terms of service
I. General Terms and Conditions
(1.0) These general terms and conditions shall apply to and regulate the RENT A CAR service, booked through the web pages motoroads.com, m.motoroads.com, sofia-car-rent.com, varna-car-rent.com, burgas-car-rent.com, plovdiv-car-rent.com, vanillarent.com, motorcycle-rental-europe.com, and provided by MOTOROADS group (Motoroads Sole Trade Ltd, Moto Roads Ltd, Moto Roads BG Sole Trade Ltd) and/or its partners.
(2.0) The users of the RENT A CAR service can be people aged 21 and over only, holders of valid identity documents - passport, identity card , driving license and a valid credit card. People aged under 21 may use the RENT A CAR service under certain insurance terms and conditions, and for this purpose they must submit a written request to a MOTOROADS office.
(3.0) The service can be ordered online at least 24 hours prior to the beginning of the rental period. The order shall be confirmed once the Lessee pays in full the requested online booking deposit and receives the reservation voucher from MOTOROADS on the email confirmed in the order. If the Lessee fails to pay this booking deposit, the order shall be deemed unconfirmed and may be cancelled at any time.
(3.1) When filling in the service booking order the Lessee shall declare that the information given there is true, that the credit card used for this purpose is the Lessee’s own card, and there are sufficient funds in it to cover the cost of the service.
(3.2) MOTOROADS may request an additional confirmation of the credit card details from the Lessee before providing the RENT A CAR service. In case of lack of such confirmation, lack of payment of booking deposit or service cost payment, MOTOROADS may cancel an order, may not provide the service and may claim compensation from the Lessee for unexecuted contract and lost benefits.
(3.3) The reservation voucher shall contain the whole information about the RENT A CAR service, including the contact telephones of MOTOROADS offices and its partners. It must be presented upon car collection on a piece of paper or displayed on a mobile device. The Lessee is not entitled to compensation, if the service has not been provided to him due to missing reservation voucher or in case the Lessee has not contacted the MOTOROADS office immediately, when not able to locate the MOTOROADS representative at the meeting point.
(3.4) The paid booking deposit shall not be refundable in case of Lessee’s DEFAULT or order cancellation less than 24 hours before the beginning of the rental period. In all other cases the Lessee can use the paid booking deposit for the next RENT A CAR order within one calendar year from the order date. In case there are sums to be refunded to the Lessee, this shall be done after deduction of the amounts paid for any administrative and bank fees as well as any charges for order cancellation or amendment.
(3.5) An already accepted order may be changed only 24 hours prior to receipt of the booked car, and if confirmed by MOTOROADS to the Lessee’s specified contact e-mail address. The following administrative fees apply, if the Lessee modifies the order: first change - free of charge, second and subsequent change – 15 Euro.
(3.6) The extension of the rental period for an already received car is possible with at least 24 hours advance notice by the Lessee in case that the latter has received a written confirmation of this by MOTOROADS to the specified e-mail address. In this case, the Lessee shall pay the price of the new rental period in a MOTOROADS office before the beginning of the extended period.
(3.7) Reducing the rental period for an already received car is possible with at least 24 hours advance notice by the Lessee in case that the latter has received a written confirmation of this by MOTOROADS to the specified e-mail address. In this case, the rental price shall be recalculated based on the shorter period and the Lessee shall also pay a compensation amounting to a 3-day rental.
(3.8) The minimum period for rent a car is 48 hours.
(3.9) MOTOROADS reserves the right to use partners’ companies when necessary in order to provide the car rental service requested by the Lessee. Once the Lessee receives the car and signs the rental contract with the Motoroads partner’s company any issues arising during the rental contract are in competence of the partner’s company only. In this case, Motoroads can assist these issues to be resolved but cannot be held liable for them.
(4.0) MOTOROADS advertises certain car models, but cannot guarantee that the Lessee will receive the same car model and brand. MOTOROADS will make every reasonable effort to provide the car indicated on the reservation voucher, but if necessary can replace it with a similar car of the same or higher class at the same pricing conditions. If MOTOROADS is not able to provide the booked or similar car, due to circumstances beyond its control it shall notify the Lessee and fully recover the amount paid by him. In this case, MOTOROADS shall not pay any additional compensation to the Lessee.
II. Prices and payment method
(5.0) The prices for RENT A CAR service are published on the web pages motoroads.com, m.motoroads.com, sofia-car-rent.com, varna-car-rent.com, burgas-car-rent.com, plovdiv-car-rent.com, vanillarent.com, motorcycle-rental-europe.com and are effective as of the time of Lessee’s order. The service cost shall be confirmed as part of the order accepting procedure by MOTOROADS. If the price has not been properly registered in the course of the order the Lessee shall be additionally notified, and the latter may accept or cancel the order under the correct conditions. In case of order cancellation MOTOROADS shall recover the prepaid booking deposit in full but shall not pay an extra compensation to the Lessee.
(5.1) The RENT A CAR prices are based on 24 hours rental period and are listed in Euros, British Pounds, US Dollars payable in the relevant currency or in Bulgarian leva at the daily rates of the Bulgarian Central Bank (BNB).
(5.2) The rental price includes: unlimited mileage, car maintenance, Third party liability insurance, CDW (Collision damage waiver), VTW (Vehicle Theft Waiver), prepaid road taxes for the Republic of Bulgaria (Vignette), road assistance or replacement of the car in case of damage.
(5.3) Upon signing the individual rental agreement, except for the rental price due, the Lessee provides an additional insurance deposit, deducted from his credit card and refunded within 40 (forty) days upon returning the car.
(5.4) The insurances included in the rental price do not cover:
- Loss or theft of Lessee’s personal belongings;
- Loss of keys and documents of the car;
- Damages on the chassis and wheel rims;
- Damages and pollution of the car interior;
- Damages not listed in the traffic accident protocol;
- Damages caused by the transportation of dangerous goods;
- Damages caused by off-road and towing other vehicles;
- Changed, damaged, flat or cut tires;
- Damages caused by unlicensed and unauthorized drivers;
- Damages occurred after alcohol or other intoxicating substances usage;
- Damages caused by inappropriate repair works not approved by MOTOROADS or its partner;
- Damages caused by smoking in the car rented;
- Damages caused after refueling, not meeting the standards and prescriptions of the manufacturer;
- Damages outside the territory of the country if the car has left without MOTOROADS's or its partner's permission;
- Theft of the car rented if the keys and documents are not handed over to the representative of MOTOROADS or its partner;
- Missing items and damages to the car rental equipment provided to the Lessee and described in the rental contract and in the inspection report (tools, car jack, spare tire, windshield wipers, hubcaps, fire extinguisher, first aid kit, warning triangle, reflective vest, car manual, GPS navigation device, child seats, booster seats, trailer hitch, roof rack, window sun shades, etc.);
(5.5) The amount of Lessee’s liability ("Insurance excess") in a traffic accident or theft of the car is listed in the rental contract and depends on the type of protection the Lessee has chosen in the online order. The traffic accident protocol issued by the police authorities is mandatory for all insurance events without exception. Otherwise, the Lessee is responsible for the full amount of the car damage and in case of theft for the full amount as per the car invoice of purchase.
(5.6) The rental price does not include the fuel. The Lessee must return the car with the same amount of fuel, as received otherwise the missing amount shall be paid as per 1.5 Euro (3 Leva) per liter.
(5.7) The rental price does not include fines or any other penalties imposed by the traffic control authorities to the Lessee or other people driving the car during the rental period for non-compliance with the traffic laws or regulations in the country in which the car is driven.
(5.8) MOTOROADS provides discounts to its loyal customers via online coupons issued individually for each user. The discount coupons are relevant only for the online bookings and are not valid for cars on promotion. The discount coupons cannot be applied manually or subsequently for already registered bookings.
(5.9) All online credit card payments shall be made through a licensed bank (First Investment Bank) and shall be secured through the protective technologies Secure Sockets Layer/SSL/and 3D. The personal information of the Lessee shall remain strictly confidential.
(6.0) The full rental price shall be payable in cash (unless other payment method is stated in the reservation voucher) upon receipt of the car and signing the rental agreement. Payments by credit card or wire transfer may be a subject to additional bank processing fees.
(6.1) The security deposit shall be paid by credit card authorization (unless other payment method is stated in the voucher). The payment shall be made at the daily rates of the Bulgarian Central Bank (BNB). Double deposit is required for all cross-border rentals.
(6.2) If the Lessee does not pay the amounts due upon receipt of the car as per the payment methods specified in the reservation voucher, the order shall be deemed canceled due to Lessee’s fault. In this case MOTOROADS or its partner are entitled to receive a compensation by the Lessee for the unexecuted contract for the amount equal to the value of the order as well as a compensation for the loss of earnings.
(6.3) In the event of fraud or unauthorized use of credit card by third parties, most banks and companies issuing credit cards, take the risk and cover all the payments resulting from such frauds or misuse. MOTOROADS shall bear no responsibility for frauds of this kind and the damages to the Lessee resulting from such.
III. Pick-up and car return
(7.0) The car shall be delivered to the Lessee in a good technical condition with equipment and appearance described in the inspection report, which is an inseparable part of the car rental agreement. Upon returning the car its condition must meet the condition listed in the inspection report. Missing items and damages to the car rental equipment (tools, car jack, spare tire, windshield wipers, fire extinguisher, first aid kit, warning triangle, reflective vest, car manual, GPS navigation device, child seats, booster seats, trailer hitch, roof rack, window sun shades, etc.) are not covered by the insurance and must be paid in full by the Lessee as per the invoice of purchase.
(7.1) The car shall be collected at the place and the time specified in the reservation voucher. If the Lessee is not able to find a representative of MOTOROADS or its partners at the meeting point he shall immediately call the phone numbers provided in the reservation voucher. If such a call is not registered in the MOTOROADS office, the order shall be deemed cancelled due to Lessee’s failure to appear (NO SHOW). In this case the Lessee is not entitled to a compensation and shall pay MOTOROADS or its partner the full amount of the order.
(7.2) MOTOROADS and its partners shall bear no liability for losses suffered by the Lessee (for example: missed flight, train, bus) which are caused due to Lessee’s delay when collecting or returning the car.
(7.3) Upon car collection, the Lessee shall present a valid driving license, a valid identity document (ID card or passport) and a valid credit card under Lessee’s name. If the Lessee is unable to submit all the above documents and a valid credit card the order shall be deemed cancelled due to Lessee’s fault and the latter shall pay MOTOROADS a compensation for breach of contract for the full amount of the order.
(7.4) The Lessee shall provide his arrival flight/train/bus details in the booking form. MOTOROADS and its partners are not responsible for not providing RENT A CAR SERVICE if the Lessee fails to provide this information on time.
(7.5) If the flight of the Lessee has been cancelled, delayed or diverted to another airport, MOTOROADS and/or its partners shall be promptly notified of the new time and place of arrival. If Lessee’s notification is too late, he must submit a new order or pay an additional fee of 15 Euro for changing the old one. MOTOROADS or its partners can deliver the rented car at the new point of arrival only in case of available opportunity, and if the Lessee agrees in writing to pay any additional costs for this.
(8.0) The Lessee shall return the car in the same condition with all car documents at the agreed time and place, specified in the rental agreement. The time and place of return of the car shall be confirmed with MOTOROADS or its partners, at least 24 hours in advance. MOTOROADS and its partners are not liable for any losses that the Lessee may suffer due to delay in returning the rented car.
(8.1) If the Lessee delays the return of the car with more than 30 minutes from the time specified in the rental agreement, the Lessee shall pay a default amounting to 10 Euro for each hour of delay, payable upon return of the car.
(8.2) Failure to return the rented car for more than 24 hours from the expiration time of the agreement for whatever reason, is considered a misappropriation of the car and MOTOROADS and its partners are entitled to inform the police authorities about the actions of the Lessee. In this case, the Lessee shall pay a rent until the final return of the car as per the rates agreed in the rental agreement.
(8.3) MOTOROADS and its partners shall reserve the right to discontinue the service, and collect the rented car at any time, without notice and at the expense of the Lessee, if the car has not been used in accordance with these General Terms and Conditions and with the rental agreement. MOTOROADS and its partners bears no responsibility for any additional costs incurred by the Lessee and the accompanying people as a result of termination of the service.
(8.4) MOTOROADS and its partners reserve the right to withhold the service if the Lessee’s and/or his party’s behavior is disruptive in any way and/or affects the safety of third parties. MOTOROADS and its partners shall bear no responsibility for any additional costs incurred by the Lessee and his party due to not providing the service.
(9.0) The rented car shall be provided clean and returned in the same way. If the car is returned unclean or with damaged interior the Lessee shall pay all costs for cleaning and faults removal. Smoking and consumption of alcoholic beverages in all car rental vehicles is strictly prohibited.
(10.0) If the Lessee fails to sign the inspection report upon return of the car, it shall be signed unilaterally by the representative of MOTOROADS or its partner and by a witness attesting the refusal. The findings in the inspection report are also binding to the party that has refused to sign it and can be used as evidence in court or in arbitration proceedings.
(11.0) If the rented car fails to operate due to a manufacturing defect or natural wear of a detail, MOTOROADS or its partners shall repair the car or replace it. If MOTOROADS or its partners do not have a suitable car to replace the failed one, they shall provide a transportation of the Lessee to the point of returning the car as per the rental agreement and recover the rental cost for the remaining period, with no further compensation due.
(11.1) In case of car replacement due to a damage attributable to the Lessee, the same shall pay all costs for the replacement car transportation and the rental cost for the out-of-service period of the damaged car. MOTOROADS and its partners reserve the right to refuse a car replacement if the Lessee has been found out in a breach of the General Terms and Conditions and/or the rental agreement.
IV. Damage notification
(12.0) In case of an accident, injury or damage the Lessee shall take all necessary measures for saving, limiting and reducing the damages on the car, according to the requirements of the insurance company. In case of default, damage, theft or lack in the car the Lessee shall pay a one-time administrative fee of 25 Euro.
(13.0) In case of traffic accident, damage or theft of the rented car the Lessee shall immediately notify MOTOROADS or its partner and the police authorities to constitute a protocol, regardless of the fact which party is guilty. The Lessee shall provide all facts, circumstances, witnesses and data known by him for the constitution of a protocol and full assistance to MOTOROADS, its partner and the insurance company regarding the traffic accident and the suffered damages. If the traffic accident protocol issued by the police authorities shows that the Lessee is not guilty and the same paid for "Full insurance" in the order, MOTOROADS or its partner shall reimburse the deducted insurance deposit. If the Lessee does not provide a traffic accident protocol issued by the police authorities, the Lessee bears full responsibility for any losses or damages done to the car.
(14.0) Upon returning the car with damages or losses, the security deposit listed in the rental agreement shall be kept by MOTOROADS or its partners, and the car shall be sent for inspection by an authorized service shop. Upon completion of the vehicle examination, MOTOROADS or its partner shall notify the Lessee (on the email provided in the order) and issue an invoice for the cost of the damages and the repair works.
V. Duties and responsibilities of the Lessee
(15.0) The Lessee is obligated to:
(15.1) To take care of the rented car and to ensure the normal operation of the engine. To monitor all car operational fluids - oil and coolant level, and not to leave the car unattended or unlocked.
(15.2) Not to leave the car keys and documents inside the rented car.
(15.3) To use the car for its intended purpose and with a due diligence.
(15.4) In the event of the rental agreement termination the Lessee shall return the rented car in the condition it has been received and without any losses or defects.
(15.5) To notify MOTOROADS when submitting the booking order, if he intends to travel with extra luggage (ski equipment, golf sticks, surfing, boards etc.) in order to ensure a car of appropriate size. MOTOROADS or its partners reserve the right to cancel an order if the number of passengers and their luggage does not fit in the rented car under normal conditions. In this case, the Lessee has no right to claim compensation if the Lessee hasn’t requested a written confirmation from MOTOROADS that the rented car ordered is suitable for the number of passengers and their luggage.
(15.6) In case of issues with the service provided, the Lessee shall immediately notify MOTOROADS in writing and via the phone numbers provided on the reservation voucher. MOTOROADS and its partners shall do everything possible to solve the problem in the best way possible. If the Lessee fails to inform promptly upon arising of the problem and do not supply a working phone number, it shall affect the ability of MOTOROADS to resolve it later, and MOTOROADS shall not bear any responsibility.
(16.0) The Lessee is fully responsible for any violations and fines imposed while using the car as well as for any possible consequences incurred as a result of the breach of the laws of the relevant country in which the car has been driven. All fines plus an administrative fee of 15 EUR (30 Leva) shall be payable by the Lessee within one week upon receipt of a written notice by MOTOROADS or its partners on the e-mail address provided in the order.
(17.0) The Lessee is fully responsible for the disposal of the car to third persons, not a party of the rental agreement.
(18.0) Under the Bulgarian legislation, children aged under 1 year, weighting less than 13 kg must travel in the rented car in rear-facing baby seats. Children older than 1 year and weighting over 8 kg must use a child seat, and children shorter than 1.50 m in height and weighting more than 17 kg should use seat belts and a booster seat. MOTOROADS offers standard child seats and booster seats, but recommends that the Lessee uses their own ones to ensure a maximum safety and comfort of the travelling children. Upon taking the car, the Lessee shall inspect and approve the child/booster seats provided by MOTOROADS and its partners, who are not responsible for their quality and proper functioning. For hygienic and safety reasons MOTOROADS and its partners do not provide baby seats.
(19.0) The Lessee is not entitled to use the rented car:
- If under the influence of alcohol or drugs;
- For competitions, sports events and driving off-road;
- For tests and experimental driving;
- For disposal to third parties;
- For traffic of people;
- To carry passengers and goods for commercial purposes;
- For criminal acts;
- For transportation of dangerous goods and towing other vehicles;
(20.0) The Lessee is not entitled to travel abroad with the rented car without a Green card and without the express consent and written authorization by MOTOROADS or its partners (whoever signs the rental agreement). If the order involves traveling abroad, the customer must confirm with MOTOROADS the car insurance terms and conditions for the countries the Lessee will travel to.
(21.0) MOTOROADS or its officers, directors, employees, agents, subsidiaries or affiliated companies, partners are not responsible for any criminal, special, indirect or consequential loss or damage, loss of production, loss of profit, loss of revenue, loss of contract, loss or damage to/of goodwill or reputation, loss due to claim; for any inaccuracy related to the web pages motoroads.com, m.motoroads.com, sofia-car-rent.com, varna-car-rent.com, burgas-car-rent.com, plovdiv-car-rent.com, vanillarent.com, motorcycle-rental-europe.com (including prices); for rental services or products offered; for any damages, losses or expenses incurred by the Lessee, for which he has been held responsible, or has paid, incurred as a result of or in connection with the use, inability to use or delay of MOTOROADS or its partner’s services; or for any (personal) injury, death, property damage or other (direct, indirect, special, consequential or criminal) damages, losses or expenses incurred or for which the Lessee has been held accountable, or is paid by him, regardless if due to (legal) actions, errors, unkept commitments (total) failure, deliberate crime, omissions, default, distortions, legal offence or breach of official duties (full or partial) of the hotel (its employees, directors, agents, representatives or affiliated companies); including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond MOTOROADS control (war, threat of war, terrorist activity and its consequences or the threat of such activity, riots, the effect of any government or other national or local authorities, industrial accidents, strike, natural or nuclear disaster, fire, adverse weather conditions, traffic accidents, etc.).
VІ. Final provisions
(22.0) These General Terms and Conditions are published on the web pages motoroads.com, m.motoroads.com, sofia-car-rent.com, varna-car-rent.com, burgas-car-rent.com, plovdiv-car-rent .com, vanillarent.com, motorcycle-rental-europe.com and may be amended by MOTOROADS at any time and the changes shall be published online and thus available to the Lessee. The General Terms and Conditions are effective as of the time of the Lessee’s order.
(23.0) These General Terms and Conditions together with the issued reservation voucher, the rental agreement and the inspection report constitute the entire agreement by and between MOTOROADS or its partners and the Lessee. By ticking "I agree with Terms and Conditions" in the online order form, the Lessee confirms to have read them, understood their content, agreed and officially accepted them.
(24.0) The original Bulgarian version of these General Terms and Conditions has been translated into other languages. The translated version is merely an office translation, which does not have a legal value. In the event of a dispute regarding the contents, application or interpretation of the General Terms and Conditions or in discrepancies between the Bulgarian and the translated version in each language, the Bulgarian text, which is crucial, shall apply.
(25.0) The correspondence between MOTOROADS and the Lessee shall be organized as follows:
- For MOTOROADS – via the e-mail address: or
- For the Lessee - via the e-mail address provided in the order form
(26.0) The date of receipt of an e-mail message is the date of receipt in the MOTOROADS mailbox or the first working day if the message is received during weekends or public holiday.
(27.0) MOTOROADS can transfer full or partial rights and obligations derived from the rental agreement if necessary.
(28.0) Any disputes between the parties related to these General Terms and Conditions shall be resolved in good faith and mutual understanding, and if this is not possible the dispute shall be referred to the Arbitration Court at the Bulgarian Chamber of Commerce. The applicable law for resolving disputes is the Bulgarian Law.
These General Terms and Conditions are effective as of 30.07.2016.