What to do if something happens on the road

Breakdown, accident, or a scratch on a curb — the first step is always the same: contact Carlove immediately. Below is a quick reference for each situation.

📞

Contact us right away, any way that’s convenient

Call, WhatsApp or Telegram — same number for booking and incidents. Email works too.

+420 608 131 151
info@carlove.cz
Phone / WhatsApp / Telegram

🔧

Breakdown

1Call Carlove: +420 608 131 151 — the line covers any issue with the car, anywhere in Europe.
2If the car can’t be driven — turn on hazard lights, place the warning triangle, move to a safe spot.
3Tell us your booking number, exact location (country / road / address), and what happened.
4Roadside assistance and towing are available anywhere in Europe, not just in Czechia.

Who pays

Carlove paysGenuine technical fault, not caused by the driver.

Client paysIf the cause turns out not to be technical — e.g. burnt clutch from driving style, or wrong fuel type.

A replacement car is provided when possible and when the client isn’t at fault — availability depends on location and circumstances, so it isn’t guaranteed in every case.

🚨

Accident (another party involved)

1Safety first: hazard lights, warning triangle. If anyone is injured, call 112 (works across the EU) in addition to us.
2Call the police if any damage extends beyond your own car — the other driver’s vehicle, property, or city infrastructure (e.g. a curb or road sign can trigger a separate fine without a report).
3If another party is involved, always call the police — even when fault seems obvious. It protects you from mistakes when filling out the accident form yourselves.
4A European accident report form (constat amiable) is in the car — you can fill it in yourself if you have extended insurance with us.
5Contact Carlove regardless — call, WhatsApp, Telegram or email, with photos and everything you have. Notify us even if you think insurance covers it.

Who pays

Client paysIf you’re at fault — the excess for your insurance tier (BASIC / SILVER / GOLD, see insurance page).

Other insurer paysIf the other party is at fault — only with a police report naming them and their insurance details. Without it, or if it’s filled incorrectly, the client pays.

Replacement car: only if the client isn’t at fault. With GOLD insurance, if the car becomes undrivable, the client doesn’t pay for repairs — but a replacement car isn’t automatic in that case either.

🪧

Scratch or dent (no other party)

1Photograph the damage and contact Carlove as soon as possible — don’t wait until the car is returned.
2Reach us by phone, WhatsApp, Telegram or email — whichever is fastest for you.
3An amount up to your full excess may be held on the deposit until the damage is assessed — in most cases the final charge is lower.
4If damage can’t be assessed on the spot, the hold stays in place until it’s resolved.

Who pays

Client paysUp to the excess for your insurance tier — BASIC, SILVER or GOLD.

One rule covers every situation

Whatever happens — breakdown, accident, theft, a scratch — contact Carlove right away, any way that works for you. There’s no separate checklist to follow: just reach out as soon as possible.

🚔 If the car is stolen

Call the police immediately.
Notify Carlove right away, any way you can.
Cooperate with the search.
Keep the car keys and documents with you — hand them to the police or to us.

📎 Good to know

Report any incident immediately — even if you believe your insurance covers it.
The excess amount depends on your insurance tier — check the BASIC vs SILVER/GOLD comparison.
If the other party is at fault, any held amount is refunded once their insurer pays out in full.

+420 608 131 151

Carlove — breakdown, accident or theft (phone / WhatsApp / Telegram)

112

Ambulance / police / fire — single emergency number across the EU