Cancellation and Refund Policy

This Cancellation and Refund Policy ("Policy") is an official and legally binding document governing the cancellation of reservations, handover refusal, no-shows, and monetary refunds to renters on the carent.az website and the Carent mobile application ("Carent App", "Platform"), owned and operated by "KORACL MMC" ("KORACL MMC", "we", "us", "our").

Last Updated: September 2, 2026
Applicable Time Zone: All times, deadlines, and schedule calculations are based strictly on Baku Time (UTC+04:00). Even if your mobile device is set to a different time zone, system rules and calculations are determined by Baku time.
Rate Application: The periods, fees, and percentages outlined herein reflect standard policies. Calculations are always executed based on the terms and fee schedules active at the precise moment a booking is created.

Notice for Vehicle Hosts: Vehicle owners' booking management, cancellation liability, no-show protocols, and payout conditions are governed directly by the Host Agreement (§5).

---

1. Key Definitions and Financial Structure

---

2. Rate Plans and Cancellation Principles

Carent provides renters with two distinct rate options during the booking process:

Important Notice: The 100% full refund guarantee under the Flexible Rate is valid strictly up until the scheduled trip start time. Once the trip start time arrives, both rate plans are governed by identical post-schedule terms.

---

3. Cancellation Terms for Renters

3.1. When is Cancellation Permitted?

The cancellation button in the Carent App remains accessible under the following cumulative conditions:

1. The reservation holds a status of "Pending" or "Confirmed";
2. The renter has not yet confirmed handover/receipt of the vehicle in the app.

CRITICAL: Once the renter confirms vehicle handover in the application, cancellation is strictly impossible. At that juncture, the rental has officially commenced, and only early return terms can apply.

3.2. Renter Cancellation Scenarios — Complete Schedule

Operational Rules:

• The 90-minute grace window applies solely to short-notice bookings made within 24 hours of scheduled departure. For reservations placed days in advance, this window does not reopen as the deadline approaches.
• Vehicle delivery fees are always refunded in full (100%) in all pre-handover cancellation instances, as the service was not rendered.

3.3. Exact Calculation Formula and Sample Breakdown

Calculation Formula:
Retained Rental Fee = (Total Base Rental ÷ Total Days) × Number of Retained Days
Total Retained Penalty = Retained Rental Fee + Carent Service Fee applicable to that day
Refund Amount to Card = Total Paid Online − Total Retained Penalty

Sample Scenario:
2-day reservation at 67.50 ₼/day (total rental 135.00 ₼), service fee 8.14 ₼. Total paid online: 143.14 ₼. Cash deposit: 200.00 ₼.

1. Cancellation less than 24 hours before trip start (Saver Rate):
   • Retained 1-day rental: 67.50 ₼
   • Retained 1-day service fee: 4.07 ₼
   • Total penalty retained: 71.57 ₼
   • Refunded to renter's bank card: 71.57 ₼
2. Cancellation more than 2 hours after scheduled start time:
   • Refunded to renter: 0.00 ₼
   • Total penalty retained: 143.14 ₼ (the full paid amount is retained as the vehicle was held and not cancelled in time)

---

4. Refusal of Handover (Vehicle Rejection)

A renter who physically inspects the vehicle at the meeting location has the legal right to refuse vehicle handover. This procedure is distinct from a voluntary cancellation.

4.1. When is Handover Refusal Activated?

The "Problem with vehicle or handover" button becomes active exclusively at the handover window:

• Once the host marks "Vehicle Handed Over" in the app, or
• When the official trip start time arrives.

(Under the Flexible Rate, this option is unnecessary prior to trip start, as voluntary cancellation already yields a 100% refund).

4.2. Grounds for Rejection

The renter must select one of the following official categories:

1. Vehicle differs from listing (inaccurate model, year, trim, or specifications);
2. Substantial vehicle damage (unrecorded body or interior damage affecting safety);
3. Vehicle is unsafe / unroadworthy (faulty brakes, steering, bald tires);
4. Host failed to appear (host absent from agreed location);
5. Suspected fraud / identity mismatch (unverified driver or mismatched paperwork);
6. Force Majeure;
7. Other.

Mandatory Requirements: The renter must select a reason, write a descriptive explanation, and upload up to 5 clear photographs. Claims submitted without photo documentation face substantial difficulty during dispute review.

4.3. Procedure and Settlement

1. The reservation is immediately terminated, and the vehicle calendar is freed;
2. Funds are not automatically refunded — they are frozen by Carent in escrow;
3. The host's payout is likewise frozen;
4. The Carent Trust & Safety team examines statements, GPS telemetry, and photographic evidence;
5. If the rejection is substantiated, the renter receives a 100% full refund;
6. If the rejection is deemed unjustified, standard cancellation penalties may be assessed.

---

5. Renter's 7-Day Dispute Window

Renters have the right to file a formal dispute via the "Report a Problem" button within the reservation details screen in the following situations:

• The host improperly filed a "Renter No-Show";
• The renter disagrees with the outcome of a handover rejection review;
• Contract violations occurred during or following the rental period.

Deadline: Exactly 7 calendar days from the cancellation timestamp or scheduled conclusion.
Protection Guarantee: Throughout the 7-day dispute window, paid funds remain safely held in escrow and are not finalized until the renter's substantiated claim is resolved.

---

6. Automated System Cancellations

Bookings are automatically terminated by the platform with zero penalties under the following circumstances:

1. Host Response Timeout: If a host fails to respond to a booking request within 24 hours, the request expires and card authorization holds are released.
2. Payment Window Timeout: If a renter fails to remit payment within 24 hours of host approval, the booking is automatically voided.
3. Payment Processing Failure: If authorization capture fails due to card banking errors, the booking is cancelled with immediate notifications sent to both parties.

---

7. Banking Timelines for Refund Processing

• All refunds are processed automatically back to the original bank card used during checkout.
• Credit posting typically takes 5 to 10 business days, depending on the policies of the card-issuing bank.
• In the rare event of a gateway processing glitch, the reservation is flagged as "Refund Pending Manual Review" and handled directly by Carent's accounting team.

---

8. Frequently Asked Questions (FAQ)

How is the security deposit refunded?
The security deposit is paid exclusively in cash directly to the vehicle host upon vehicle handover and has no link to the online payment gateway. If vehicle handover does not occur, no deposit is exchanged.

I arrived 15 minutes after my scheduled start time. What happens if I cancel?
If cancelled during the initial 2-hour window following scheduled start, 1 day's rental fee plus corresponding service fee is retained; the remaining balance is refunded.

The host never showed up to hand over the car. What should I do?
Open the booking in the app, tap cancel, and select "Problem with vehicle or handover" → "Host failed to appear". Funds are immediately frozen and refunded to you following brief verification.

Why was my Flexible Rate booking not refunded in full?
The 100% refund guarantee under the Flexible Rate applies strictly prior to the official trip start time. After that scheduled moment passes, general cancellation schedules apply.

---

9. Force Majeure & Dispute Resolution

In the event of verified force majeure occurrences (natural disasters, state of emergency, governmental road blockades), Carent management retains discretionary authority to issue complete, penalty-free refunds. All legal disputes are governed by and construed under the substantive laws of the Republic of Azerbaijan, subject to the exclusive jurisdiction of the competent courts of Baku.

---

10. Official Contact Information

• Legal Entity: "KORACL MMC", Baku, Republic of Azerbaijan
• Customer Support & Disputes: destek@carent.az
• Official Website: https://carent.az
• Support Hotline: +994 70 984 85 81