Problems with your rental car

If there is something wrong with the car, you have the right to complain. Examples of faults may include:

• The condition of the car is worse than you could reasonably expect.
• Promised equipment is missing.
• The car breaks down during the rental period.
• Another issue could be that you gain access to the car later than agreed.

Complain to the rental company

Contact the rental company and ask them to fix the problem. It is best to complain in writing, for example by email. Keep a copy.

If the problem cannot be fixed, you may be entitled to a price reduction. This means you pay less for the rental because the car has a defect.

If the problem is serious and you cannot use the car, you may have the right to terminate the agreement, in full or in part. In that case, you should get your money back for the time when you were unable to use the car.

Faults in the brokerage agreement

Have you rented a car through an intermediary and there is an error in the brokerage agreement? For example, does the price you were given not match? In that case, you should complain to the intermediary.

Have you damaged the rental car? Read your agreement to find out what you need to do. In most cases, you should:

• contact the rental company as soon as possible
• follow their instructions
• contact the police, even in the case of minor damage.

Make sure to get copies of documents such as the police report and damage report.

You may have to pay

Did you cause the damage? In that case, you may have to pay the rental company. The rental company’s insurance applies, and you may need to pay the excess (deductible) that the company must pay to its insurer.

Additional insurance

Check whether you have any cover through your credit card, home insurance, or car insurance that includes protection for damage to a rental car.

The rental company cannot require you to pay if you can show that you took proper care of the car. This has been established by the Patent and Market Court of Appeal in a ruling from 2019.

This means that the rental company is not allowed to include contract terms that automatically make you responsible if the car is damaged or stolen.

For example, if you can show that the damage was caused by an accident or vandalism, you do not have to pay.

You should not have to pay for what is considered normal wear and tear on the rental car.

Examples of what is usually considered normal wear and tear:

• occasional stone chips on the bodywork
• small paint scratches
• polishable scratches

The rental company should check the condition of the car when you return it.

Ask for a receipt or other written documentation showing the car’s condition at the time of return.

If you return the car outside opening hours, it is a good idea to document its condition yourself, for example by taking photos or recording a video.

Demand that the car hire company prove that you caused the damage

Have you received a payment claim for damage you do not recognise? Demand evidence that the damage did not arise after the return, such as photographs and records, and any receipts for their cost to repair the damage.

If you do not agree with the payment demand, you can dispute it.

Disputing an incorrect invoice

If the car hire company charges money to your card

A car hire company does not have the right to charge money to your card or deduct from a possible deposit for damage without you being given the opportunity to dispute the claims. If this happens anyway, you can file complaint with the car hire company and demand to see evidence of the alleged damage.

Your bank can in some cases be of assistance if you make a so called chargeback request. This is a way for you to get money back if you paid by card. Contact your bank to ask if it is possible to file a chargeback request.

Getting your money back if you paid by card

The car rental company may have the right to demand extra money from you afterwards if it is stated in the rental terms. Some examples of things they can charge extra for are:

• car not returned with a full tank
• dirty car
• unpaid fines
• unpaid road and toll fees.

If you have driven too fast with the car, the fine is first sent to the car rental company, which in turn sends it to you. This also applies to road fees, parking fees, and toll fees.

Municipality's Consumer Guidance

Many municipalities provide consumer guidance where you can seek free information and support. The assistance offered may vary from one municipality to another.

The Swedish Consumer Agency

If you need guidance, you can contact our national information service. We can provide information on your rights and what options you have to make progress. We provide independent guidance and therefore cannot assess your individual matter, resolve disputes or contact companies for you.

Contact us

Rental company outside Sweden

Are you a resident of Sweden and the company you have a problem with is registered in another EU country, Norway, or Iceland? You can get free advice and mediation through the ECC Sweden. ECC Sweden is part of a network of consumer offices within the EU. In some cases, Konsument Europa can share the case with a sister office in another country to try to reach a solution.

Konsument Europa is part of the Swedish Consumer Agency, and you can contact them through our information service.

Contact us

There are different ways to proceed with the matter to get an assessment if you and the rental car company do not agree. Where you should turn depends on whether the company is in Sweden or another country.

Company in another EU country

If the rental car company is in another EU country, you may have the opportunity to resolve your dispute through the alternative dispute resolution body ECRCS (European Car Rental Conciliation Service). It is free of charge.

Examples of companies that have committed to follow ECRCS decisions are:

• Avis
• Alamo
• Budget Rent a Car
• Europcar
• Hertz
• National Car Rental
• Sixt
• Firefly
• Enterprise rent-a-car.
• ECRCS website

National Board for Consumer Disputes (ARN)

Is the rental car company based in Sweden? Or can ECRCS not handle the matter? Then you might be able to turn to the National Board for Consumer Disputes (ARN). ARN assesses your case and then recommends how your dispute should be resolved. It costs 150 SEK to file a complaint with ARN.

File a complaint on ARN’s website