Last updated: 8. 9. 2026
General terms and conditions of business
1. General Provisions
These General Terms and Conditions of Business define the rights, obligations and terms of the business relationship between ADRIA ASSIST, nudenje pomoči na cesti, d.o.o., Spodnje Škofije 186, 6281 Škofije, Slovenia, company registration number 6088970000, VAT identification number SI18039405, registered with the District Court in Koper (hereinafter: ADRIA ASSIST), and its clients or business partners (hereinafter: Client).
ADRIA ASSIST provides services involving the organisation and provision of roadside assistance and related assistance services for vehicles and their users, particularly for transport companies, fleet operators, leasing companies and other business partners.
These General Terms and Conditions of Business apply to all business relationships between ADRIA ASSIST and the Client, unless otherwise expressly agreed in an individual contract, offer or other written agreement between the parties.
By submitting an enquiry, accepting an offer, ordering a service or otherwise agreeing to the provision of a service, the Client confirms that it has been informed of and accepts these General Terms and Conditions of Business, unless otherwise expressly agreed between the parties.
In the event of any discrepancy between these General Terms and Conditions of Business and the provisions of an individual written contract or offer expressly accepted by ADRIA ASSIST and the Client, the provisions of such contract or offer shall prevail.
2. Definitions
For the purposes of these General Terms and Conditions of Business, the following terms shall have the following meanings:
“ADRIA ASSIST” means ADRIA ASSIST, nudenje pomoči na cesti, d.o.o., which organises and provides roadside assistance services and related assistance services.
“Client” means a legal entity or other business entity that orders or uses assistance services from ADRIA ASSIST or enters into a contract or other agreement with ADRIA ASSIST for the provision of services.
“Vehicle” means a motor vehicle, trailer, semi-trailer or other vehicle for which the Client orders an assistance service.
“Assistance Service” means the organisation, coordination and provision of assistance in the event of a breakdown, accident, damage or other event due to which a vehicle cannot continue its journey or requires assistance. The service may include, in particular, the organisation of roadside assistance, towing or transportation of the vehicle, repairs at the scene, transportation of the vehicle to an appropriate service facility, and other services agreed with the Client.
“Intervention” means an individual provision or organisation of an assistance service organised by ADRIA ASSIST on the basis of an order from the Client.
“Service Provider” means a third party or external contractual partner engaged by ADRIA ASSIST to perform an individual assistance service, such as a local towing service, repair workshop, mobile mechanic or other specialised service provider.
3. Subject Matter and Scope of Services
ADRIA ASSIST provides or organises roadside assistance services and other related assistance services for the Client’s vehicles or vehicles for which the Client orders a service.
Assistance services may include, in particular:
- assistance in the event of a vehicle breakdown or damage,
- organisation of repairs at the scene,
- organisation of towing or transportation of the vehicle,
- organisation of transportation of the vehicle to an appropriate service facility,
- organisation of other necessary services related to remedying the consequences of a breakdown, accident or other event,
- coordination and communication between the Client, driver and Service Provider,
- other services agreed between ADRIA ASSIST and the Client.
ADRIA ASSIST may engage external service providers or business partners to perform individual services who are appropriately qualified to perform the ordered service, taking into account the nature of the particular case.
The scope of an individual assistance service depends on the circumstances of the particular case, the availability of an appropriate Service Provider, the location of the incident and other circumstances that may affect the possibility and manner of providing the service.
ADRIA ASSIST endeavours to organise assistance as quickly and efficiently as possible; however, the arrival time or completion time of the service is not guaranteed where it depends on circumstances beyond ADRIA ASSIST’s direct control.
4. Enquiries, Offers and Conclusion of an Agreement
The Client may submit an enquiry to ADRIA ASSIST regarding an individual assistance service or the establishment of a business relationship.
Based on the enquiry received, ADRIA ASSIST shall prepare an offer or proposal for the provision of the service, which may specify, in particular, the scope of the service, price, intended method of provision and other conditions relevant to the provision of the service.
An individual service shall be deemed ordered when the Client expressly or otherwise unequivocally accepts the offer or proposal of ADRIA ASSIST, or when ADRIA ASSIST and the Client otherwise reach an agreement on the provision of the service.
In the event of an urgent need for assistance, the Client may also order the service by telephone, e-mail or other agreed means. In such a case, the agreement on the provision of the service shall be deemed concluded when ADRIA ASSIST accepts the order and begins organising or providing the agreed assistance.
ADRIA ASSIST reserves the right to verify all circumstances of the particular case and the availability of an appropriate Service Provider before accepting an order and to refuse an order if the provision of the service is not possible or would be contrary to applicable regulations, technical possibilities or other objective circumstances.
Unless otherwise expressly specified in an offer, contract or other agreement, these General Terms and Conditions of Business shall apply to the individual service.
5. Method of Providing Assistance
Upon acceptance of an order, ADRIA ASSIST shall, taking into account the circumstances of the particular case, organise and coordinate the appropriate assistance service.
When organising the service, ADRIA ASSIST shall, depending on the nature of the case, select an appropriate Service Provider and provide it with the information necessary to perform the Intervention.
During the Intervention, ADRIA ASSIST may, depending on the actual circumstances, adjust the manner or scope of the organised service if this is necessary for the effective resolution of the case. ADRIA ASSIST shall generally inform the Client in advance of any changes affecting the cost of the service, where the circumstances of the case allow this.
The Client shall provide ADRIA ASSIST with all information relevant to the organisation of the assistance service, in particular information concerning the location, vehicle, type of breakdown or incident, and contact details of the driver or other person at the scene.
ADRIA ASSIST may communicate with the Client, driver and Service Provider by telephone, e-mail or other available communication channels appropriate to the particular case.
As assistance services are frequently provided in different countries and depend on the availability of local Service Providers, the manner and timing of service provision may vary depending on the location of the incident, traffic conditions, availability of Service Providers, complexity of the case and other circumstances.
6. Obligations of ADRIA ASSIST
ADRIA ASSIST undertakes to organise and coordinate assistance services professionally, diligently and in accordance with the agreed scope of the service.
ADRIA ASSIST shall, where possible given the nature of the case, provide the Client or other contact person with relevant information regarding the progress of the organisation of the assistance service and any circumstances affecting the provision of the service.
ADRIA ASSIST endeavours to provide an appropriate Service Provider based on the type and location of the required service and the circumstances of the particular case.
ADRIA ASSIST shall protect the Client’s confidential information in the course of providing its services and shall handle such information in accordance with applicable regulations.
ADRIA ASSIST does not guarantee a specific arrival time of the Service Provider or a specific completion time of the Intervention where the provision of the service depends on circumstances beyond ADRIA ASSIST’s direct control.
7. Obligations of the Client
The Client shall provide ADRIA ASSIST with accurate, complete and timely information necessary for the organisation and provision of the assistance service.
The Client shall provide ADRIA ASSIST, in particular, with information concerning the vehicle’s location, registration number or other vehicle identification details, the type and description of the breakdown or incident, and the contact details of the driver or other person at the scene.
The Client shall immediately inform ADRIA ASSIST of any changes in circumstances that may affect the organisation or provision of the service, in particular a change in the vehicle’s location, a change in the condition of the vehicle or cancellation of the need for assistance.
The Client shall ensure that the driver or other persons involved in the provision of the service are informed of the instructions of ADRIA ASSIST and the Service Provider and that they enable the agreed service to be provided.
The Client shall cooperate with ADRIA ASSIST and the Service Provider and shall provide access to the vehicle or other conditions necessary for the provision of the ordered service, where this is within the Client’s control.
The Client shall be responsible for the accuracy of the information and data provided to ADRIA ASSIST. If incorrect, incomplete or untimely information results in a delay, additional costs or difficulties in providing the service, ADRIA ASSIST shall not be liable for the consequences arising from such information.
The Client shall pay all agreed or incurred costs of the services in accordance with the offer, agreement or invoice issued by ADRIA ASSIST.
8. Liability of ADRIA ASSIST
ADRIA ASSIST shall be liable for the diligent and professional organisation and coordination of the ordered assistance services in accordance with these General Terms and Conditions of Business and the agreement with the Client.
Where a service is physically performed by an external Service Provider, ADRIA ASSIST generally acts as the organiser and coordinator of the service. ADRIA ASSIST shall be liable for the manner, quality and performance of the external Service Provider only to the extent arising from applicable regulations and the agreement with the Client.
ADRIA ASSIST shall not be liable for delays, failure to provide a service or other deviations in the provision of a service where these result from circumstances beyond ADRIA ASSIST’s direct control or from the acts or omissions of the Client, driver or external Service Provider.
ADRIA ASSIST shall not be liable for damage arising from incorrect, incomplete or untimely information provided by the Client, driver or another person acting on behalf of the Client.
ADRIA ASSIST endeavours to provide assistance as quickly and efficiently as possible; however, given the nature of the services and their dependence on circumstances at the scene, it does not guarantee a specific arrival time of the Service Provider or a specific completion time of the Intervention.
9. Limitations of Liability
ADRIA ASSIST shall not be liable for indirect damage, loss of profit, loss of revenue or other consequential business losses, except where liability cannot be excluded or limited under applicable regulations.
The limitations of liability set out in these General Terms and Conditions of Business shall not apply where ADRIA ASSIST’s liability cannot be excluded or limited in advance under applicable regulations.
10. Force Majeure
ADRIA ASSIST shall not be liable for delays, failure to provide services or difficulties in providing services if these result from circumstances that could not reasonably have been foreseen, prevented or remedied and are beyond its control.
Such circumstances include, in particular, natural disasters, extreme weather conditions, fires, epidemics, acts of war, strikes, road closures or traffic restrictions, extraordinary events and other similar events.
In the event of force majeure, ADRIA ASSIST shall, where possible, inform the Client of the situation and endeavour to resume the provision of the service as soon as possible or find an appropriate alternative solution.
11. Complaints and Claims
The Client may submit any complaints or claims regarding the provision of services to ADRIA ASSIST in writing by e-mail or by another agreed means.
ADRIA ASSIST shall consider received complaints or claims within a reasonable period and shall endeavour to resolve them as soon as possible.
The Client shall provide as much information as possible in the complaint or claim that is necessary for the assessment of the case, in particular information about the vehicle, date and location of the Intervention, and a description of the reason for the complaint or claim.
12. Confidentiality and Data Protection
ADRIA ASSIST and the Client undertake to protect confidential business information, data and documentation obtained in the course of their business relationship and shall not disclose such information to third parties, except where necessary for the provision of the agreed services or required by applicable regulations.
When processing personal data, ADRIA ASSIST shall act in accordance with applicable data protection regulations.
13. Intellectual Property
All content, texts, graphics, logos, photographs and other materials used or provided by ADRIA ASSIST in the course of its business are protected in accordance with applicable intellectual property laws.
Without the prior written consent of ADRIA ASSIST, copying, reproducing, distributing or otherwise using the content and materials of ADRIA ASSIST contrary to their intended purpose is prohibited.
14. Internal Policies and Policies of ADRIA ASSIST
ADRIA ASSIST has adopted internal acts and policies governing individual areas of its business, including the use of artificial intelligence and information security and the use of information technology.
The Artificial Intelligence Policy (AI Policy) and the Information Security and IT Systems Use Policy (IT Security Policy) are not publicly available documents. They may be requested from ADRIA ASSIST by e-mail at info@adriaassist.eu or via the company’s official contact address.
Upon request, ADRIA ASSIST shall provide the Client with the current version of the aforementioned documents in electronic form.
15. Applicable Law and Dispute Resolution
These General Terms and Conditions of Business and all business relationships between ADRIA ASSIST and the Client shall be governed by the laws of the Republic of Slovenia, unless expressly agreed otherwise in a contract between the parties.
ADRIA ASSIST and the Client shall endeavour to resolve any disputes, disagreements or claims arising from the business relationship amicably in the first instance.
If an amicable resolution is not possible, the competent court in the Republic of Slovenia shall have jurisdiction to resolve the dispute, unless a different jurisdiction is prescribed by mandatory law.
16. Final Provisions
These General Terms and Conditions of Business shall enter into force on the date of their publication on the ADRIA ASSIST website.
ADRIA ASSIST reserves the right to amend or supplement these General Terms and Conditions of Business. Amendments shall enter into force on the date of their publication on the ADRIA ASSIST website, unless otherwise specified.
For each individual business relationship, the version of the General Terms and Conditions of Business applicable at the time the agreement is concluded shall apply, unless otherwise expressly agreed between ADRIA ASSIST and the Client.
If any provision of these General Terms and Conditions of Business is invalid or unenforceable, this shall not affect the validity of the remaining provisions.