How to handle it
- Read the claim and check what it proves: the damage, that it happened during your rental, and the cost.
- Collect your evidence: contract, pick-up and return forms, your own photos.
- Object in writing to Nova Car Hire, in your language and the office's language, with a deadline.
- No answer or a refusal? Go to the European Consumer Centre in your country.
- Amount already charged? Ask your card issuer about a chargeback in time.
Does not take part in ECRCS
Nova Car Hire is not on Leaseurope's list of ECRCS members. Your European Consumer Centre can still help with a cross-border complaint. Leaseurope
Complaint address
The right address is usually in the claim email. The tool picks it up as soon as you upload the claim.
Booked through a comparison site?
Then your contract may be with the intermediary as well as Nova Car Hire. Send your objection to both, and check the intermediary's terms for its own complaint procedure.
Read also
How do you dispute a rental car damage claim, step by step?Disputing a claim · 4 min
What should a rental car damage claim contain, and which extra fees are allowed?Claim received · 4 min
Can a rental company charge damage to your credit card after you return the car?Credit card and chargeback · 4 min
How does a complaint about a rental company at the European Consumer Centre work?ECC and disputes · 4 min
Scratchfair is not affiliated with Nova Car Hire. Brand names are used only to describe which company sent the claim.