Consumer Protection Information

Effective from 21 October 2022

EuRent Autókölcsönző Kft. (hereinafter: “Service Provider”) informs its Customers that the car rental service provided by “europcar” is governed by Act CLV of 1997 on Consumer Protection (hereinafter: “Act”).

Pursuant to the Act, consumer shall mean a natural person acting for purposes outside of their independent occupation and economic activity who uses the car rental service of “europcar”, or who is addressed by any relating commercial communication or offer. For the purpose of applying the rules governing the conciliation board – with the exception of Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC –, consumer shall mean, in addition to the foregoing, a non-governmental organisation, an ecclesiastical legal entity, a condominium, a housing cooperative, a micro, small or medium-sized enterprise, as provided by specific laws, that uses the car subscription service, or that is addressed by any relating commercial communication or offer.

We inform you in connection with the service that the registered office and the place of complaint handling of EuRent Autókölcsönző Kft. is H-1238 Budapest, Szentlőrinci u., lot no. 195853.

Customers that qualify as consumers can submit their complaints regarding the operation of the website ‘europcar.hu’ or the behaviour, activity of or omission by the employees of EuRent Autókölcsönző Kft. or its partners orally or in writing (in person or through a document delivered by another person, by post or e-mail) by using the following contact details:

- postal address: H-1238 Budapest, Szentlőrinci u., lot no. 195853

- e-mail address: europcar@europcar.hu

Complaints presented orally are assessed immediately and addressed by the Service Provider as necessary. If the consumer disagrees with how the complaint is handled, or if the complaint cannot be investigated immediately, the Service Provider shall make a record on the complaint and its relating opinion, and shall send a copy of the same to the Customer; for complaints presented in person, the Service Provider shall hand over the record to the Customer on site.

For written complaints or complaints which are presented orally but cannot be investigated immediately, the Service Provider shall send its response with justification to the Customer within thirty days from the communication of the complaint.

In case the complaint is rejected, the Customer has the right to take the case to court or the competent conciliation board in their place of residence or stay. As a condition for launching the conciliation board procedure, the Customer is required to attempt to settle the dispute with the business concerned directly.

For more information about the procedure conducted by the Conciliation Boards, please visit the following website:

https://bekeltetes.hu/udvozlo

The registered office, phone number and electronic contact details of the specific conciliation boards are included in the following document:

Békéltető testületek elérhetőségei

The Customer can also proceed to the consumer protection authority, whose contact details are included in the following document.

Fogyasztóvédelmi hatóság előrhetőségei

The Customers can proceed to the Hungarian Competition Authority in matters of consumer deception, business practices that unreasonably restrict consumers’ freedom of choice, and abuse of economic dominance. Contact details of the Hungarian Competition Authority:

https://www.gvh.hu/en/for-consumers/contact-details-of-the-customer-relations-office/contact-details-of-the-customer-relations-office