Carent

Cancellation and Refund Policy

Flexible and Saver rates, free cancellation windows, host cancellations and automatic cancellations.

Effective date: August 22, 2026 · Version 1

This Cancellation and Refund Policy ("Policy") governs the cancellation of all vehicle bookings made on the carent.az website and in the Carent mobile app ("Carent App", "Platform"), which belong to "CARENT" MMC (limited liability company) ("Carent", "we", "our"), together with the refund rules, the penalty-free cancellation windows and the procedures for returning funds.

1. Core Principles and Rate Options

To provide a transparent and fair cancellation system, Carent offers users two different rate options:

• Flexible Rate (Flex)

  • Feature: The option offering maximum convenience and freedom.
  • Cancellation Rule: Where the booking is cancelled at any time up to the moment the trip begins, a 100% full refund (including the base rental fee, delivery and the service fee) is made.

• Saver Rate (Standard)

  • Feature: The most economical and cost-effective price option.
  • Cancellation Rule: A full refund is made up to 24 hours before the trip; where less than 24 hours remain before the trip, a penalty of one day's rental fee applies.

Payment Structure: All rental payments are securely accepted within the Carent App. The deposit amount for the vehicle is determined on the terms stated in the listing.

2. Cancellation Rules for the Renter

The Renter may cancel a booking only before the trip begins. Once the trip has begun (once the handover protocol has been drawn up), cancellation is not possible.

2.1. If the Flexible Rate (Flex) Was Selected

  • The Renter may cancel the booking at any moment up to the start time of the trip.
  • The amount paid online (rental fee, service fee, delivery cost) is refunded to the renter's bank card 100% in full, with no deduction and no penalty.

2.2. If the Saver Rate (Standard) Was Selected

  1. Where 24 hours or more remain before the trip:
    • If the booking is cancelled, the entire amount paid is refunded 100% in full.
  2. Where less than 24 hours remain before the trip (Late Cancellation):
    • To compensate the Host for the loss of time and for the closing of the booking calendar, one day's rental fee and the corresponding service fee are withheld.
    • If the booking covers several days, the rental fee and delivery cost for all remaining subsequent days are refunded in full to the renter.
  3. 90-Minute Change-of-Mind Window (Bookings Created at the Last Minute):
    • If the booking was created less than 24 hours before the start of the trip, the renter is granted the right to cancel without penalty and receive a full refund within the first 90 minutes from the moment the booking was created.

2.3. If the Host Has Not Yet Confirmed the Booking

  • If the car owner has not yet accepted the booking request and the renter cancels the request, the amount is immediately refunded 100% in full, regardless of the rate selected.

3. Cancellation by the Host (Car Owner)

  1. Protection of the Renter's Rights: If the Host cancels a confirmed booking, the amount paid is refunded to the Renter immediately and 100% in full, and an alternative vehicle is offered.
  2. Consequences for the Host:
    • Unjustified cancellations have a negative effect on the Host's reliability rating on the platform and lower their position in search results;
    • In the event of repeated cancellations, the Host's listings may be temporarily frozen or the account may be fully suspended.

4. Automatic System Cancellations

  • Bookings Awaiting Payment: If the renter does not complete payment within the set period after the Host has accepted the request, the system cancels the booking automatically and the calendar is reopened to other users.
  • Date Conflicts: When the Host accepts one of several requests for the same dates, the other overlapping requests are declined automatically (this does not affect the Host's rating).

5. Bank Processing of Refunds and Timeframes

  • Refunds are sent automatically to the bank card used for the original payment.
  • Depending on interbank processing rules, the funds are reflected in the bank account within 3–7 business days.
  • If any technical delay arises, users may contact destek@carent.az.

6. Disputes and Force Majeure

  • In cases of natural disaster, martial law, strict state-imposed quarantine/movement restrictions or officially confirmed force majeure, Carent management may review the cancellation terms on an individual basis and decide on a full refund.
  • Disputes are governed in accordance with the legislation of the Republic of Azerbaijan.

7. Official Contact

  • Legal Entity: "CARENT" MMC
  • Support and Refunds Department: destek@carent.az
  • Contact Phone: +994 70 984 85 81