Cancellation & Refund Policy

1. Purpose and Relationship to Other Documents This Cancellation Policy explains what happens when a Booking is cancelled, by whom, and what refund results. It forms part of, and must be read together with, the CARENT Terms of Service, the Rental Terms & Conditions, and the Car Listing Terms & Conditions. Where this Policy and the Rental Terms & Conditions address the same matter, this Policy prevails on questions of cancellation and refund. On all other matters, the Terms of Service prevail. Terms used here have the meaning given in the Terms of Service unless defined below. 2. Definitions • Trip start — The scheduled Hand-Over date and time shown on the confirmed Booking. • Cancellation — The termination of a confirmed Booking before Trip start, by the Renter, the Host, or CARENT. • No-show — Failure by the Renter or the Host to appear at the agreed Hand-Over location within the tolerance stated in Section 8, without having cancelled. • Refundable amount — The rental price paid through the Payment System. The treatment of the Renter Service Fee is set out in Section 5. • Security Deposit — An amount required by the Host and paid directly to the Host, outside the Payment System. CARENT never holds a Security Deposit and therefore cannot refund one. See Section 10. 3. How to Cancel All cancellations must be made through the Platform, by the party cancelling. A cancellation takes effect at the time it is submitted through the Platform, and that time determines which refund band applies under Section 4. A cancellation communicated only by message, by phone, or verbally at Hand-Over does not take effect until it is submitted through the Platform. Where a party is unable to cancel through the Platform for technical reasons, they should contact support@carent.ge immediately; CARENT will use the time of that contact as the cancellation time where the technical failure is confirmed. 4. Renter Cancellation — Policy Tiers Each Listing displays one of three cancellation policy tiers, selected by the Host. The applicable tier is shown to the Renter before the Booking is confirmed and cannot be changed after confirmation. 4.1 Flexible • Cancelled 24 hours or more before Trip start: 100% refund of the rental price. • Cancelled less than 24 hours before Trip start: the first day is non-refundable; the remaining days are refunded in full. • Cancelled after Trip start: no refund. 4.2 Moderate • Cancelled 48 hours or more before Trip start: 100% refund of the rental price. • Cancelled less than 48 hours before Trip start: 50% refund of the rental price. • Cancelled after Trip start: no refund. 4.3 Strict • Cancelled within 1 hour of Booking confirmation, or more than 7 days before Trip start: 100% refund of the rental price. • Cancelled between 7 days and 24 hours before Trip start: 50% refund of the rental price. • Cancelled less than 24 hours before Trip start, or after Trip start: no refund. 4.4 Calculation Refund bands are calculated from the scheduled Trip start time shown on the Booking, in the local time of the pick-up location. Where a refund is partial, it is calculated on the rental price only, before the Renter Service Fee. 5. Service Fees The Renter Service Fee is refunded in full where the Renter cancels within the full-refund band of the applicable tier, and where the Booking is cancelled by the Host, by CARENT, or under Section 7. The Renter Service Fee is not refunded where the Renter cancels outside the full-refund band of the applicable tier, or fails to appear at Hand-Over. The Host Service Fee is charged only on completed Trips and is not deducted where a Booking is cancelled before Trip start. 6. Renter No-Show A Renter who does not appear at the agreed Hand-Over location and does not cancel is treated as having cancelled after Trip start under the applicable tier: no refund is due, and funds are captured as scheduled. A Renter who arrives more than 2 hours after the scheduled Hand-Over time without having agreed a later time with the Host may be treated as a no-show at the Host's discretion. 7. Cancellation at Hand-Over 7.1 Where the Renter May Cancel Without Penalty The Renter may decline Hand-Over and receive a full refund of all amounts paid through the Payment System, including the Renter Service Fee, where: • The vehicle's condition materially differs from the Listing description in a way that affects safety or roadworthiness; • The vehicle lacks a valid technical inspection or compulsory motor insurance where legally required; • The vehicle presented is not the vehicle described in the Listing; • The Host demands a Security Deposit that was not displayed on the Listing, or an amount higher than the amount displayed; or • The Host does not appear, or the vehicle is not available at the agreed time and place. In these cases the cancellation is treated as Host-caused under Section 8. The Renter should notify CARENT promptly and provide supporting evidence. 7.2 Where the Renter Declines to Pay a Disclosed Security Deposit Where the Listing displayed a Security Deposit requirement and the Renter declines to pay it at Hand-Over, the Host is entitled to refuse to release the vehicle. In that event the Booking is treated as cancelled by the Renter at that time, and the applicable tier under Section 4 applies — which, at Hand-Over, will normally mean no refund. By confirming the Booking, the Renter acknowledged the Security Deposit requirement and its amount, as set out in Section 4.1 of the Rental Terms & Conditions. The Renter cannot rely on that requirement as a ground for a refund outside the applicable tier. This does not apply where the Host demands a deposit that was not displayed, or a higher amount than displayed; that situation falls under Section 7.1. 8. Host Cancellation and Host No-Show A Host who cancels a confirmed Booking must do so through the Platform and state a reason. Except where the cancellation is caused by the Renter's conduct (for example, failed verification or a policy violation), or by a documented safety issue with no reasonable alternative, a Host cancellation is treated as Host-caused and results in: • A full refund to the Renter of all amounts paid through the Payment System, including the Renter Service Fee, processed by CARENT without the Renter needing to submit a claim; • A cancellation fee charged to the Host, as disclosed in the Host dashboard; • A temporary block on the cancelled dates, to prevent immediate re-listing at a higher price; • An adjustment to the Host's Performance Metrics and search ranking. A Host no-show is treated as a Host-caused cancellation with the same consequences. Where a Security Deposit has already been paid directly to the Host, the Host must return it to the Renter in full and without delay. CARENT cannot process that return, as it never holds the deposit. Repeated Host cancellations, or cancellations shortly before Trip start, may result in reduced Listing visibility or suspension of the Host's account under the Car Listing Terms & Conditions. 9. Cancellation by CARENT CARENT may cancel a confirmed Booking where reasonably necessary to address: • Suspected fraud or money laundering; • A failed or revoked identity verification of either party; • A safety concern relating to the vehicle, the Host, or the Renter; • A vehicle that no longer meets the Listing description or the eligibility requirements of the Car Listing Terms & Conditions, including loss of a valid technical inspection; or • A material violation of the Terms of Service by either party. Where CARENT cancels for a reason not attributable to the Renter, the Renter receives a full refund of amounts paid through the Payment System, including the Renter Service Fee. Where the cancellation is attributable to the Renter, the applicable tier under Section 4 governs the refund. 10. Security Deposits and Cancellation A Security Deposit is paid directly by the Renter to the Host and is never collected, held, or processed by CARENT. Accordingly: • CARENT cannot refund, release, or recover a Security Deposit in any cancellation scenario; • Where a Booking is cancelled after a Security Deposit has been paid, the Host must return it to the Renter in full and without delay, regardless of which party cancelled and regardless of what refund is due on the rental price; • A dispute about the return of a Security Deposit is settled directly between the Host and the Renter. CARENT's involvement is limited to providing the Booking records described in Section 9.3 of the Terms of Service. 11. Early Return Where a Renter returns the vehicle before the scheduled Return time, any refund for the unused portion of the Trip is governed by the tier applicable to the Booking under Section 4, and is not automatic unless the Listing states otherwise. Any Security Deposit held by the Host is returned in accordance with Section 10, irrespective of whether a refund of the rental price is due. 12. Extensions An accepted extension is a separate charge at the applicable daily rate. Cancelling an extension before the extended period begins is governed by the same tier as the original Booking. The original Booking period is not affected by cancellation of an extension. 13. Exceptional Circumstances CARENT may, at its discretion, waive the applicable tier and issue a full or partial refund where a Booking cannot proceed because of circumstances outside either party's reasonable control — for example, a natural disaster, a road closure, civil unrest, a government restriction, or a documented medical emergency affecting the Renter or the Host. A party relying on this Section must notify CARENT as soon as reasonably possible and provide supporting documentation. A decision under this Section is made case by case, does not create a precedent, and does not affect either party's rights under Georgian law. 14. Refund Method and Timing Refunds are returned to the original payment method used for the Booking. CARENT initiates an approved refund within 3 business days of the cancellation taking effect or of the refund being approved, whichever is later. The time for funds to appear depends on the issuing bank or payment provider and is typically a further 5 to 10 business days. Refunds are made in the currency of the original charge. CARENT is not responsible for any difference in amount received arising from exchange-rate movements or from fees charged by the Renter's own bank. 15. Consumer Rights Where the Renter qualifies as a consumer and the Host acts in a commercial capacity, the Renter's statutory rights under the Law of Georgia on Consumer Rights Protection apply in addition to this Policy and cannot be limited by it. Nothing in this Policy excludes or restricts any right that cannot be excluded or restricted by agreement under Georgian law. 16. Disputes A disagreement about a cancellation or refund should first be raised through the Platform's support channel at support@carent.ge. Where the disagreement concerns amounts processed through the Payment System, CARENT will review it and decide. Where it concerns a Security Deposit or any amount settled directly between the Host and the Renter, CARENT does not decide the matter; its involvement is limited to providing Booking records, as set out in Section 9.3 of the Terms of Service. Where a dispute cannot be resolved, either party may pursue it before the competent courts of Georgia in accordance with Section 24 of the Terms of Service. 17. Changes to This Policy CARENT may update this Policy in accordance with Section 25 of the Terms of Service. Changes apply to Bookings confirmed after the effective date of the change and do not retroactively alter the cancellation terms of a Booking already confirmed. 18. Contact Email: support@carent.ge Website: carent.ge