ETC devices and ETC packages can be purchased at the Sales Outlet of Hrvatske Autoceste d.o.o. during the regular working hours.

The ETC device is 15,00 € 

During the business hours you may refill your ETC account by cash  or by bank cards whereas at toll plazas it can be done by cash or by bank card 24 hours a day. 

You can also add to your balance by bank transfer, SMS vouchers and through toll collection WEB portal by bank cards and Internet banking. Adding funds through Internet banking can be done by payment on: 

• IBAN: HR1523400091502010330 where the reference number is the first 12 digits on the ETC device 
• by creating offers through the web shop https://prodaja.hac.hr which shows the reference number 
   

ETC device is not tied to a license plate, but to a vehicle category for which it has been registered at purchase and it may be used for vehicles of the same category, but not in a way that the single ETC device is used for toll transactions for several vehicles at the same time. 
Exception to the rule include ETC devices in subsequent payment arrangement for vehicles of the third and fourth category that are tied to a license plate and may be used solely for the vehicle with that license plate and category for which the service was purchased. 

You may refill your account with an SMS voucher in two ways: 

By sending a text message 

• Enter 14-figure number from your SMS voucher in the SMS message 
• First 12 figures from your ETC device should be copied after the dash (the number can be found on the left side of the device) 
• A message for SMS voucher number 12345678901234 and ETC number 021098765432 should look like this: 

12345678901234-021098765432

• Send the text message to the number 611000. 
• Send the text message to the number +385912080422 if you are using a mobile device of a foreign operator. 
• Soon after the text has been sent, you will receive a notification about successful refill of your ETC account. 
• The users of the ETC SMS service will pay for the sent SMS message according to the standard price list of the Telecom operator whose service they use. 

VIA web portal

• By logging on to the toll collection WEB portal and choosing the refill option, refilling with a voucher and by entering a 14-figure number from the SMS voucher and choosing execute refill.

SMS vouchers may be purchased at the following points of sale:  TISAK, INA, CRODUX DERIVATI, TIFON, PETROL, SHELL, ZAGREBAČKA BANKA, iNOVINE, HRVATSKA POŠTA and HRVATSKA POŠTANSKA BANKA. The users of ETC SMS service pay for the sent text message according to the standard price list of the Telecom operator whose service they use.

The ETC device may be used for paying toll within 30 minutes as of signing the contract on purchase of the ETC device on HAC-operated motorways and two hours upon signing the contract on motorways of other operators. Exceptionally, topping up the ETC account using bank transfer is recorded the following day, and as for weekends the transfers are recorded two days upon payment. (clarification: bank statements are booked every morning (except for Sundays and holidays) for transactions made on the previous day).

The difference between the aforementioned ETC devices is in the toll discount that depends on the chosen prepayment model.

• 21,74% ETC warrants the same discount throughout the year. 
• Seasonal 33,48% ETC warrants the same discount in the period between 1 November and 31 March and outside this period the 21,74% discount applies. Between 1 November and 31 March the minimum amount of payment has been established subject to the vehicle category and natural or legal person.
• Standing order ETC allows payment via credit cards for all vehicle categories through the system of subsequently calculated discount: 

1. Through standing order all vehicle categories are entitled to a 21,74% discount 
2. Through subsequent charging that is tied to a credit card, III and IV category vehicles are entitled to a toll discount of 21,74%. If the vehicle emission class is EURO 5, a 3% discount is allowed, and for the emission EEV a 3% discount is allowed. For these services the ETC device is tied to the vehicle licence plate number.
3. ETC standing order can be arranged with bank cards and by the INA card, DKV, UTA and SHELL card. 

The contractual penalty is the penalty that is charged to a user who has not acted in accordance with the General toll conditions. Double amount of toll for the longest route and for the relevant category of vehicles from the point of exit for the travelled motorway route is charged to users if:

• they appear at the toll plaza exit without a recording on the transit medium
• they appear at the toll plaza exit with a recording on the transit medium that is more than 24 hours old, and if there is no reason for exceeding the allowed time on the motorway  
• the data from the transit medium by which the entrance to the motorway was allowed, is not used at the toll plaza exit 

Complaints can be made (toll price, ETC ...) by phone over the free line 0800 0422, by e-mail: info-naplata@hac.hr and at every toll plaza

Complaints are resolved within 15 days after the day on which they were received. If a complaint cannot be resolved within 15 days, the user will be informed about the reasons of delay and a new date will be set.

R1 receipts can be obtained by sending original receipts from the paid toll (that you received at toll booths) and by enclosing personal or company information (do not forget ID number) to the address: Hrvatske autoceste d.o.o., Sektor za naplatu cestarine, Jadranska avenija 6, 10 250 Zagreb. 

The maximum time one is allowed to stay on a motorway is up to 24 hours.

There are no time limits for spending the amounts paid to ETC device account. 

There is no prescribed level for an overdraft on ETC device, but it is permitted in the amount of one transaction. The user is obligated to subsequently pay non-permitted overdraft within 30 days as of the day of overdraft; on the contrary the user is given a warning before an official claim is raised and the procedure of collecting the claimed amount is initiated.

If the user has no proceeds on his ETC account, he can not use ETC lane for toll payment.

The ETC account balance may be checked in several ways: 

• Via toll collection WEB portal    https://prodaja.hac.hr/
• By calling INFO telephone line 0800 - 0422  
• Personally at the Sales Outlet of the HAC 

Via mobile phone by sending the text message consisting of capital S, dash, first 12 figures from your ETC device (example: S-061098765432). The written text messages should be sent to the number 611000 or send the text message to the number +385912080422 if you are using a mobile device of a foreign operator. The users of ETC SMS service pay for the sent message according to the standard price list of their Telecom service provider. The balance of the ETC account can be checked only via mobile phones of the operators doing business in the Republic of Croatia. 

SBy purchasing one of the four offered SMS vouchers 20 €, 50 €, 100 €  i 160 € , you can simply top up your ENC device with the calculated discount of 21.74%, by sending a text message with the content "secret number - ENC number" to the number 611000.
SMS vouchers can be purchased at the following outlets: TISAK, INA, CRODUX DERIVATI, TIFON, PETROL, SHELL, ADRIA OIL, LUKOIL, ZAGREBAČKA BANKA, iNOVINE, HRVATSKA POŠTA i HRVATSKA POŠTANSKA BANKA Users of the ENC SMS service pay for the sent SMS message according to the standard price list of the telecom operator whose service they use.

Via WEB portal https://prodaja.hac.hr/ the users of ETC devices may refill their accounts by credit card, SMS voucher, or they can make an offer (independently created offer for transfer payment or e-banking), and check their account balance and the list of transactions made on their ETC device.

Discounts on ETC are calculated at each payment to ETC account depending on the prepayment model and it includes different discounts. 

Hrvatske Autoceste d.o.o. (HAC) collects and processes Users’ personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (General Data Protection Regulation – GDPR), and in line with other applicable data protection legislation, specifically:

• Identification data of the Data Subject – the motorway user (name, surname, date of birth, OIB, IBAN, ID card number);
• Contact information (address, telephone number, email address, fax);
• Credit card number, bank account number;
• Any other data necessary for the purposes of processing, i.e. the fulfilment of legal or contractual obligations.

When using the motorway, additional service-related data is automatically generated and collected. This includes data on toll plaza entry and exit points, the date and time of entry and exit, as well as image and video recordings from toll plazas and specific motorway segments (such as interchanges and tunnels). Depending on recording conditions and camera angles, these may capture the vehicle’s registration plate, as well as images of the driver and passengers.

The above data is collected:

1. For the purpose of establishing a contractual relationship for electronic toll collection services, prior to contract conclusion;
2. During the execution of the electronic toll collection services contract;
3. Every time the motorway is used;
4. When the User contacts HAC via its Sales Outlets, or through customer support by phone, email, or post;
5. When visiting the official website: www.hac.hr.

HAC may also process Users’ personal data to ensure the security of services, prevent and detect misuse and other harmful activities committed on the motorway to the detriment of HAC, Users, or third parties, as well as for market research and analytical purposes.

Are telephone conversations with operators recorded?

Yes. Telephone conversations between Users and HAC employees may be recorded for the purpose of improving service quality, monitoring employee performance, and resolving complaints and grievances. Users are notified in advance that the call will be recorded.

To whom is HAC required to disclose collected data?

Upon receipt of a written request from competent authorities (e.g. courts or police) and in accordance with applicable regulations, HAC is obligated to disclose or grant access to Users’ personal data.

Can I request access to, correction, or deletion of collected personal data?

Personal data is collected, stored, and processed only to the extent necessary to fulfil the purpose for which it was collected. Users’ data is retained throughout the duration of the contractual relationship, and following its termination where there is a legal obligation or a legitimate interest of HAC (e.g. collection of outstanding claims), in which case the data is retained for five (5) years in accordance with the general statute of limitations.

In line with the GDPR and other applicable data protection regulations, HAC will, upon request and based on the legal grounds for specific data processing, allow Users to exercise the rights of access, restriction of processing, data portability, rectification, and erasure. These rights may be exercised by submitting a request:

- by email: info-naplata@hac.hr and sluzbenikzazop@hac.hr

- by post, or

- in person at an Authorized HAC Sales Office.

Where can I access the documents governing personal data processing and protection?

The Personal Data Protection and Processing Policy of Hrvatske Autoceste d.o.o., as well as the General Terms and Conditions for Motorway Use and Toll Collection, are available on the official HAC website: www.hac.hr.

Fast ENC can be found at five toll plazas: Zagreb East, Svilaj, Čarapine, Karamatići and Demerje.
By using the fast ENC lane the driver does not stop, but passes with the maximum speed of 40 km/h. Reading the OBU device at the fast ENC lane is performed about 50 metres before the barrier and if the driver does not have a functioning ENC device or if its status is not permitted, the system redirects it to the lane for rejected vehicles (so-called reject lane) where the toll is then collected in cash or via a bank card. 
For ENC device to work properly it has to be mounted on windscreen in line with the instructions.

Users may change the prepayment model. To do so it is necessary to reach the electronic collection device (ENC) outlet. Please note that for the seasonal prepayment model it is necessary to make the minimum required prepayment to the the ENC account.