Trust & Safety

    Your safety is our priority. Learn about the measures we take to create a secure car sharing community.

    Verified Community

    Every user on CARENT goes through a comprehensive verification process before they can book or list vehicles.

    Identity Verification (KYC)

    All users must verify their identity through our secure KYC process. This confirms you are who you say you are.

    Document Upload

    Renters must provide a valid driver's licence. Hosts upload personal ID and vehicle documentation including proof of technical inspection.

    Facial Verification

    A quick selfie check ensures the person creating the account matches their ID documents.

    Safety Features

    Secure Payments

    All transactions are processed through encrypted payment systems by a licensed provider regulated by the National Bank of Georgia. Your financial data is never shared with hosts or renters — we never disclose card details, bank details, ID documents or biometric data to another user.

    Technical Inspection Monitoring

    We verify every car's technical inspection before its listing goes live, and keep checking while it stays listed. If a valid inspection can't be confirmed by the day after it expires, the listing is deactivated automatically and stops appearing in search.

    In-App Messaging

    Communication through the platform is recorded and available to both parties, which is useful evidence if a disagreement comes up later. Hosts and renters exchange direct contact details to arrange pickup and return, but keeping the important things in writing on the platform protects you both.

    Two-Way Reviews

    Hosts and renters review each other after every completed trip, so both sides build a track record the community can see.

    Documenting Your Trip

    Pickup and return happen directly between the host and the renter. CARENT is not present and does not hold any record of the car's condition. That makes your own documentation the single most important thing you can do to protect yourself.

    At both pickup and return, together with the other party:

    • Take dated photos of the exterior and interior
    • Record the odometer reading and fuel or charge level
    • Check the registration documents, spare wheel and accessories are present
    • Photograph any damage not shown in the listing and put it in writing

    Both of you should keep your own copy. If a claim arises later, this is the evidence you'll rely on — and without it, neither side can easily prove their case.

    Security Deposits

    Some hosts require a security deposit. The amount is shown on the listing before you book.

    The deposit is paid directly between the renter and the host — in cash or by transfer, whatever you agree — and returned the same way. It does not pass through CARENT, and we never hold it. That means we can't release it, recover it, or decide who's entitled to it.

    To protect yourself on both sides:

    • Never pay more than the amount shown on the listing. If a host asks for more, or for a deposit that wasn't listed, you can decline the car, get a full refund of what you paid through CARENT, and report it to us.
    • Put it in writing. Record the amount, date, and payment method, and have the other party confirm it.
    • Agree the return terms before you hand anything over — when it comes back, and what could be deducted.
    • Record the return the same way, including any deduction you've both agreed.
    • Hosts: don't keep any part of a deposit without a genuine, documented reason. Repeated substantiated complaints can lead to removal from the platform.

    Reporting a Problem

    What happens next depends on what the problem is.

    Payments processed through CARENT — a charge, a refund, a hold, a service fee. Report it to us and we'll review it and decide.

    Anything between a host and a renter — a deposit, 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.

    In the second case, what we can do is provide the booking records we hold to whichever party needs them — for a claim, an insurance case, a police report, or court. That includes the booking dates and times, confirmation that both parties passed identity verification, contact details, the listing and vehicle details, and platform messages. It's factual information to support your case, not a decision by us.

    Safety and conduct — if a user behaves unsafely, dishonestly, or abusively, report it. We review these, and can suspend or remove accounts.

    Cancellation Policies

    Each listing shows one of three tiers. Full details are in our Cancellation Policy.

    Flexible

    100% refund if cancelled 24 hours or more before the trip starts. Within 24 hours, the first day is non-refundable and the remaining days are refunded.

    Moderate

    100% refund if cancelled 48 hours or more before the trip starts. 50% refund within 48 hours.

    Strict

    100% refund if cancelled within 1 hour of booking, or more than 7 days before the trip starts. 50% refund between 7 days and 24 hours before. No refund within 24 hours.

    No refund is due once the trip has started, under any tier.

    Need emergency help? Access emergency contacts and guidance.