Help Center
Search our knowledge base below, or email us at support@carent.ge
Getting Started
How do I create an account?
Click "Sign Up" in the top right corner. You can register using your email address. After registration, you'll need to complete verification before you can book or list cars.
What verification is required?
Both renters and hosts must complete identity verification (KYC): upload an identity document and pass a facial liveness check. Renters must also provide a valid driver's licence, held for the full duration of the trip. Hosts who don't intend to drive their own listed car can verify with an identity document alone.
How long does verification take?
The process is fully automated, so results are provided shortly after submitting your documents.
Booking a Car
How do I book a car?
Browse available cars, select your rental dates and pick-up/drop-off locations, and review the listing details — mileage allowance, fuel policy, house rules, and the security deposit if the host requires one. Depending on the host's settings, you can book instantly or send a booking request. Once confirmed, you'll receive full booking details and pick-up instructions.
What am I charged when I book?
You're charged the rental price plus the 4% renter service fee. That's it. Any security deposit is paid separately, directly to the host — see below.
Does the host require a security deposit?
Some hosts do. If a deposit is required, the amount is shown on the listing before you confirm your booking.
The deposit is paid directly to the host, usually at pick-up, in cash or by transfer — whatever you agree between you. It does not go through CARENT and is not charged to your card. The host returns it to you directly at the end of the trip, minus any amount you both agree to deduct.
CARENT never holds the deposit and cannot refund one.
What if I don't want to pay the deposit at pick-up?
By confirming a booking on a listing that shows a deposit, you accept that requirement. If you decline to pay it at pick-up, the host can refuse to release the car, and the booking is treated as your cancellation under the listing's cancellation policy — which at pick-up usually means no refund.
This only applies to the amount shown on the listing. If a host asks for a deposit that wasn't listed, or more than was listed, you can walk away, get a full refund of what you paid through CARENT, and you should contact us.
Can I modify my booking?
You can request to extend your trip through your booking details page. The host must approve, and the extra days are charged at the listing's daily rate at the time of the extension.
Shortening a trip or returning early is treated as a partial cancellation — any refund follows the listing's cancellation policy, so it isn't automatic.
What is the cancellation policy?
Each listing shows one of three tiers:
- Flexible — 100% refund if you cancel 24 hours or more before the trip starts. Cancel later and the first day is non-refundable; the remaining days are refunded.
- Moderate — 100% refund if you cancel 48 hours or more before the trip starts; 50% if you cancel within 48 hours.
- Strict — 100% refund if you cancel within 1 hour of booking, or more than 7 days before the trip starts; 50% between 7 days and 24 hours before; no refund within 24 hours.
No refund is due once the trip has started, under any tier. Check the specific policy on the listing before you book.
What payment methods are accepted?
We accept all major credit and debit cards through our secure payment processor. Card details are handled by our licensed payment provider — CARENT does not store your full card number.
During Your Trip
What should I do at pickup?
Meet the host at the agreed location and go through the car together before you drive off:
- Take dated photos of the exterior and interior
- Record the odometer reading and fuel level
- Check the registration documents, spare wheel and any accessories are present
- Photograph any existing damage that isn't in the listing photos, and tell the host in writing
- If you're paying a deposit, write down the amount, date and method, and get the host's confirmation
Keep your own copy of all of this. CARENT is not present at pick-up and does not hold these records — they are your evidence if there's a disagreement later, so both of you should keep them.
What if I have an emergency during my trip?
Details are available on the Emergency page.
Can I extend my trip while it's active?
Yes, you can request an extension through the app before the scheduled return time. The host must approve and the car must be available for the extended dates.
What about fuel?
Return the car with the same fuel level or charge it had at pick-up, unless the listing states a different policy. If you return it with less, you settle the shortfall directly with the host.
What if I get a traffic fine?
You're responsible for any fine, parking charge or toll incurred during your trip. Fines are usually issued to the host as the registered owner, and the host will claim the amount from you directly — including from your deposit, if they hold one. CARENT doesn't pay, contest or pass on fines.
After Your Trip
How is the car returned?
Return is arranged directly with the host. Go through the same steps as at pick-up: photos, odometer, fuel level. Record the return of your deposit in writing too, along with any deduction you've agreed.
What if the host claims damage?
The host claims it directly from you, with photographs and, where relevant, a repair estimate. You're entitled to see the evidence before you agree to anything, and you can dispute the amount with the host.
CARENT does not assess, approve, bill or collect damage claims, and does not charge them to your card. If you're a consumer and the host is acting commercially, your rights under Georgian consumer protection law still apply.
The host hasn't returned my deposit. What can CARENT do?
The deposit is an arrangement between you and the host, so we can't release or recover it. What we can do is give you the records we hold about the booking — that it existed, its dates and times, confirmation that both parties passed identity verification, the other party's contact details, the listing and vehicle details including the deposit amount displayed, and messages exchanged through the platform.
That's factual information to support your own claim, not a decision by us. You're free to pursue the matter directly, through your insurer, or through the Georgian courts. Repeated substantiated complaints about a host can lead to their removal from the platform.
Listing Your Car
How do I list my car?
Switch to Host mode, click "My listings" and then "List Your First Car". Fill in your car's details, upload 6 required photos, set your pricing and availability, set the security deposit amount if you want one, verify your registration number, and upload the necessary documents such as the technical passport. Once done, your car is ready to rent.
Why does my listing need a valid technical inspection?
We verify your car's technical inspection status when you list it, and again while it stays listed. If a valid inspection can't be confirmed by the day after it expires, the listing is deactivated — it stops appearing in search but nothing is deleted. It can be reactivated once the car passes inspection and we've verified the renewal.
How much should I charge?
Consider your car's value, local market rates, and running costs. You can set daily rates plus cleaning fees, and offer weekly or monthly discounts to attract longer bookings.
Should I require a security deposit?
That's your choice. If you set one, the amount appears on your listing and the renter accepts it when they book.
You collect the deposit yourself, directly from the renter at hand-over, and you return it yourself at the end of the trip. It doesn't pass through CARENT. That means you hold it at your own risk and responsibility: we don't guarantee that a renter will pay it, and we're not involved in returning it.
Don't ask for more than the amount on your listing, and don't keep any part of a deposit without a genuine, documented reason. Repeated complaints about unreturned deposits can lead to suspension.
When do I get paid?
When someone books your car, the payment is charged or held through the platform. The rental price less the 4% host service fee is released to you 24 hours after the booking start date. Payouts can be delayed if there's a fraud review or a dispute about the booking itself.
Nothing else is added to or deducted from your payout — deposits, damage, fines and cleaning are all settled directly with the renter.
How do I claim for damage or extra costs?
Directly from the renter, with dated photographs and a repair estimate where relevant. If you hold a deposit, you can deduct an agreed amount from it and return the balance without delay. If the cost is higher than the deposit, or you don't hold one, you pursue the difference with the renter.
Document the car's condition with the renter at both hand-over and return, and keep your copy. CARENT isn't present at either, holds no condition records, and can't verify or enforce a claim — without your own evidence, you may not be able to prove one.
What is Instant Book?
Enable Instant Book to let renters book immediately without waiting for your approval. This can increase bookings but means less control over who rents your car.
Am I responsible for insurance?
Yes. You must keep valid compulsory motor insurance on your car for its category and use, for the entire time it's listed and available for booking.
Safety & Disputes
Is insurance included?
CARENT is not an insurer and does not sell insurance. Every listed car must carry the compulsory motor insurance required by Georgian law, which the host is responsible for maintaining. Check the listing and ask the host what cover is in place before you book.
How are disputes handled?
It depends on what the dispute is about.
Payments processed through CARENT — charges, refunds, holds, service fees. Contact us and we'll review and decide.
Anything between a host and renter — deposits, damage, cleaning, fuel, fines, the condition of the car. These are settled directly between the two of you. CARENT is not a party to them and doesn't adjudicate.
What we can do in the second case is provide the booking records we hold, to whichever party needs them for a claim, an insurance case, a police report, or court. We share only what's necessary and proportionate, and never identity documents, biometric data or card details.
What records does CARENT keep?
We hold the booking itself — dates, times, status, identity verification confirmation, listing and vehicle details, technical inspection status, listing photos, in-platform messages, and payments processed through us.
We do not hold hand-over or return records, photos of the car's condition at pick-up or return, deposit records, or any payment made directly between a host and renter. That's why your own documentation matters.
Still need help? Our support team is here to assist you: support@carent.ge