Security Deposits, Violations and Refunds Policies

1. Security Deposits

When our Hosts requires it, Rentout platform automatically freeze a security deposit based on the vehicle type and other rules of the requested trip. When you book a car a security deposit is blocked 48h before your rental will begin.

This security deposit (0-550 euros) is freeze from a debit or a credit card.
The security deposit may be debited in case of damages to the vehicle or to cover additional fees as a police ticket, fuel, late return, cleaning fees etc.
The security deposit, is automatically released after 3 to 5 days from the end of your rental, if there are no claims from the Host of the rented vehicle within 24h.

Rentout will automatically refund the security deposit 48h-72h after your trip ends, if you meet all the following criteria :
• The Host hasn’t reported any vehicle damage;
• You have paid any eligible reimbursement invoice or police penalty related to your trip;
• You did not leave the country of the rental company / individual without the Host consent;
• You did not passed the rental period more than 29 minutes, after the supposed return of the vehicle;
In case of cancellation by the Client 24h before the rental begins, the security deposit is released immediately.
Please note that some banks can take an additional 5 to 7 days before showing the released deposit on your bank account.

Deposit for trips in Albania, Kosovo, Montenegro, North Macedonia
• Economy and Standard vehicles 0 to 350 euro, depending of the vehicle production year.
• Luxury and up scales vehicles 0 to 550 euro, depending of the vehicle production year.

2. Violation fees by Clients:

a. Cancellation fee (outside the free period): If your trip is 2 days or shorter you will need to pay the price of the first day and trip free. If your trip was longer than two days, we’ll charge you two day’s trip price and trip fee. In case you have request a delivery or a pickup services from your Host, we’ll charge you half of the delivery fee.
b. No-show Client fee – If your trip is 2 days or shorter, we’ll charge you 50% of your trip amount and trip fee. If your trip is longer than 2 days, we’ll charge you 2 days trip price and trip fee. In case you have request a delivery or a pickup services from your Host, we’ll charge you half of the delivery fee.
c. Cleaning policy violation fee – If you return your car in a degraded conditions or dirty enough in order to have caused some damages to it, we may charge you up to 50 euros violation fee. We may also remove you from Rentout Platform.
d. Policy violation fee – If you make a payment outside of Rentout platform for charges meant to be paid via the platform, we may charge you a 100 euro penalty fee and remove you from Rentout Platform.
e. Late return fee- If you return a vehicle from 30 min to 23 hours more of past scheduled trip time, your Host may request your rental daily fee, in addition to the cost your additional use of the vehicle. If, the car is not reserved the next day, you can use still drive it (if the Host will agreed to it). If not, you must return it to the Host and pay the rental daily fee as a penalty.
f. Inappropriate location return – Your Host, may request to charge you from 20 to 100 euros fee, in addition to an inappropriate location return, farther than 1 to 100 km.
g. No smoking of violation fee – Neither you nor your passengers may smoke in any vehicle prohibited by our Hosts to smoke inside the vehicle. If you do not respect this policy and your Host provides us eligible evidence of smoking, we’ll charge you, in behalf of our Host a 50 euros violation smoking fee (the requested fee to properly clean the vehicle).
h. No animal and pet violation fee – Neither you nor your passengers may bring inside the vehicle prohibited by our Hosts rules. If you do not respect this policy and your Host provides us eligible evidence of animal and pet violation rule, we’ll charge you, in behalf of our Host a 50 euros fee (the requested fee to properly clean the vehicle).

Note: If you buy a “full insurance plan” / “Super Plan”, there is no need to charge a security deposit.

3. REFUNDS FROM CANCELLATIONS
You can cancel your rental free of charge, as follows:

a. If you cancel at least 24 hours before the start of your rental, you will receive a full refund.
b. If you cancel at least 23 hours 59 minutes before the start of your rental, you will be refunded for half of your 2 days rental payment.
c. If you cancel after your rental was supposed to start, you will not be fully refunded, but 2 days of your rental fees will be transferred to the Host of the rented vehicle and you’ll get the rest of your money refunded within 5-7 days. In case you have request a delivery or a pickup services from your Host, we’ll charge you half of the delivery fee.
d. If the Host doesn’t show up or the car does not exist anymore, the vehicle did not match at all the listing, you experienced a case of force majeure, you will be fully refunded.

Note: Please note that, if the Host of the car contest your cancellation, your refund will take longer, in order for us to suspend it, while our team find the best solution for each parties involved.
Usually a refund process by the bank, can take up to 7 working days. For every case above, you will be notified with the proper document or receipt.
If you will contest the applied fees, you must submit a request within 24 to 48 hours and bring evidence supporting your request. If this delay will pass, we cannot open a refund request and we will assist you to find an arrangement with the Host directly.

If you cancel, 23 hours 59 minutes before your trip, or during your trip etc., the bank transactions fees needs to be paid by you.