Rentop App & Website is a company registered in UAE and in Dubai Name: Kwayes Information Technology (License: 1042903) whose registered address is at Dubai, Al Saaha Office Souk Al Bahar Downtown Burj Khalifa office No. W202.
These terms & conditions, together with our privacy notice and cookie statement, constitute our agreement with you for the services we provide in arranging for the supply of car hire. For the avoidance of doubt, ‘you’ refers to the main driver, the person paying for the rental, and/or the person making the booking. Please note, although ‘you’ may refer to more than one person, we contract with all parties, but we will only be able to speak to the main driver in respect of a confirmed booking. Together, these are referred to as ‘our terms.’ These terms apply to all contracts for the provision of our services to the exclusion of all other terms & conditions. No conduct by RENTOP shall be deemed to constitute acceptance of any other terms. Acceptance of the services or signature on any agreement shall be deemed conclusive evidence of your acceptance of these terms. We may change the terms from time to time, and you are advised to check the website to consider any changes to the terms which apply to you. Your hire of any car is subject to the terms & conditions of car hire imposed by the car hire company and to the corresponding laws of the country and/or state in which the rental takes place. Individual restrictions may also apply to your car hire.
You will be provided with a car by us either directly or as an agent. The capacity in which we act depends on our relationship with the car hire company.
These terms apply to any booking that you make with us on or through this website, so you should make sure that you are aware of their contents. Both our terms and those of the car hire companies we work with contain some exclusions and limitations of liability.
Your booking on this website is conditional on you accepting our terms. If you do not agree with any part of them, you must not proceed with your booking. By confirming that you wish to book a car through this website you, indicate that you have read and understood, and accept our terms. If there is any part that you do not fully understand, or if you have a query about the car hire or any other product, please get in touch with us.
Confirming your booking and taking payment
In most cases, we will confirm your booking immediately using the email address provided when the booking is made. Sometimes, we need to wait for the car hire company to confirm that a car is available. We will tell you straight away if this happens and temporarily block the money on your payment card. As soon as they confirm your car, we will let you know and take the money from your card.
Until your car is confirmed, you can ‘void’ the payment at any time. Just hit ‘Manage booking’ at the top of our site, enter the email address provided when making the booking and reservation number, then hit ‘Cancel Booking.’ We will unblock the money on your card.
Very rarely, a car hire company can’t confirm that a car is available. If this happens, we will tell you and unblock the money on your card.
When you book a car or other product on our site, we will contact you to confirm its availability within 48 hours of booking (or, if earlier, at least 24 hours before your pick-up time). We will then send you a booking confirmation.
You will not have a contract until we have confirmed your booking and taken the payment. We will send all correspondence to the address provided when making the booking. For the avoidance of doubt, nothing in these terms shall entitle any third party to any benefit or rights pursuant to the Contracts (Rights of Third Parties) Act 1999.
Accuracy of Information
Although we strive to ensure the accuracy of the information on this website, neither we nor our affiliates, suppliers, or agents can be held responsible by you for the accuracy of such information. It is solely your responsibility to evaluate the accuracy, completeness, and usefulness of all information provided on this website.
The RENTOP voucher / eVoucher must be presented to the car hire company when picking up your hire car. We cannot be held responsible for rentals rejected if a voucher / eVoucher is not presented.
We cannot accept liability for any charges incurred as a result of documentation signed for and accepted at the car hire counter.
We will not be held responsible for anyone driving under the influence of alcohol/drugs, causing willful damage, driving off-road, or driving without due care and attention. You will accept full responsibility in respect of such claims. This list is not exhaustive.
What is included/excluded in the price?
Please read the specific terms & conditions relating to your car hire, which you will see during the booking process.
Fuel & Deposits at the Car Hire Counter
Most car hire companies require a deposit at the start of the rental to cover the liability excess, any charges incurred during the rental, and, in some cases, fuel. In order to make the deposit, you will usually be required to have a valid credit card with available funds on it. The card must be in the main driver’s name. Please note not all car hire companies accept the same card types, and you should check the “Important Information” section when making a booking and/or your car hire agreement to confirm which card types will be accepted. If you still have any questions, please contact us. Provided the car and extras are returned in the same state as rented and in accordance with the fuel policy, this deposit will be refunded after dropping the car off (please note that it may take up to 30 days for the money to appear on your credit card again).
Some car hire companies will require you to return the car with the same amount of fuel it had in the tank at pick-up. Others operate a fuel policy where you must purchase the first tank of fuel and may drop the car off empty – in which case, there may be no refund for unused fuel.
Where the car hire company charges for fuel, the cost may be higher than it would be at a local petrol station.
At most airport locations, flights will be met, and cars supplied outside normal working hours. However, there may be an additional charge for this service, which will be payable directly to the car hire company. We will advise you whether a charge will apply when you confirm your pick-up times in your booking request. In the event that a flight delay causes the car pick-up to fall outside a car hire company’s normal working hour, the car hire company may agree to provide an out-of-hours service – in which case they will advise you of any fee. We can accept no further responsibility where there is no out-of-hours service available – and it is therefore recommended that you take independent travel insurance. Non-airport car hire counters may also provide an out-of-hours service.
Minimum / Maximum Age Limitations
In most locations, the minimum hiring age is 21 years. Additional fees can apply with certain car hire companies, and in certain countries for drivers aged under 25 years or over 65 years: where the correct driver age has been submitted with the booking request, we will advise of any likely fees. Minimum age requirements on larger cars may also be higher at some locations. Please check with our Contact Centre if you have any questions or concerns about this matter.
Fees may apply for additional drivers, payable at the car hire counter (unless otherwise specified on the RENTOP voucher / eVoucher). Please check with our Contact Centre.
Daily Rate Calculations / Periods of Hire / Period of Hire Extensions/ Late Drop-off
The price of your car hire will be confirmed at the time of booking and calculated on the basis of 24-hour units. If you wish to extend the period of hire after picking the car up, or if you drop the car off later than stated on your voucher / eVoucher, the contract for such an extension will always be with the car hire company directly and the extra time will be charged for by the car hire company at the local daily rate, which may be higher than the rates agreed with us at the time of booking. The car hire company may also charge an additional penalty for a late drop-off; details of any additional payments will be in your contract with the car hire company.
Late Pick-ups / Early Drop-offs
Your rental starts and finishes according to the pick-up and drop-off dates and times detailed on your voucher / eVoucher. Unfortunately, we are unable to provide refunds for unused time if a car is picked up late or dropped off early. If you are unable to pick the car up at the agreed time and date, it is essential you contact us as soon as possible. If you do not, there is no guarantee that the car will still be available – and you will not be entitled to any refund.
One-way rentals must be confirmed in advance and may be subject to one-way fees payable to the car hire company. We will advise you of the approximate costs after we receive your booking request and receive confirmation from the car hire company regarding the one-way rental.
Child Seats & Special Requests
Child seats, roof racks (not available on some cars), and other ‘extra’ items are available on request in most locations, although they cannot be guaranteed. There is usually a fee payable to the car hire company. In most locations, child seats are required by law. Please note: rear seatbelts may not be provided in all cars. Please check with our Contact Centre regarding these items. Requests for these items should be made at the time of booking.
Deliveries & Collections
Some car hire companies will agree to deliver your car to / collect it from a specified address. If so, there may be a fee for this service, payable to the car hire company. We will advise you whether a fee will apply when you confirm your pick-up/drop-off times, along with the full address details, in your booking request. Please note car hire companies generally do not deliver to or collect from private accommodation.
Restrictions may be applicable when taking the hire car to a different country/state/island; our Contact Centre must therefore be advised at the time of booking whether you intend to do this. Additional documentation may be required, and local charges may apply for travel to certain countries. Restrictions may also apply in remote areas such as the Australian outback; please check with our Contact Centre.
Cancellations and Amendments
We go above and beyond our legal obligations. Even though local laws don’t require us to offer specific cancellation rights, we guarantee that we will honor our refund policy if you cancel your booking.
If you cancel:
- MORE THAN 48 hours before your rental is due to start, you’ll receive a full refund (if you paid a booking deposit when you booked the car, you wouldn’t get the deposit back).
- LESS THAN 48 hours before, or while you’re at the rental counter, we’ll refund what you paid minus the cost of 3 days of your rental – so there won’t be any refund if your car was booked for three days or less.
- AFTER your rental is due to start (or you just don’t turn up), you’ll receive no refund
The counter staff may refuse you the car if (for example):
- You don’t arrive on time
- You are not eligible to rent the car
- You don’t have the documentation you need
- The main driver doesn’t have a credit card in their own name, with enough available funds for the car’s security deposit.
If that happens, please call us from the rental counter to cancel your booking, and you’ll receive a refund minus the cost of 3 days of your rental. Otherwise, you won’t be entitled to a refund.
Amendments (changes to your booking)
You can make changes to your booking any time before you’re due to pick the car up.
In most cases, the easiest way to do this is via our app – or our website (under ‘Manage booking’).
There is no administration fee for changing your booking, but any changes you make may affect the rental price. Sometimes, the only way we can change a booking is to cancel it and make another one, in which case we may charge you a cancellation fee on the rental company’s behalf.
If changing your booking would change the price or incur a cancellation fee, we will tell you in advance.
If We Make Changes to Your Booking
Occasionally it may be necessary for changes to be made to your booking (after acceptance) by the car hire company or by us. In all such cases, we will advise you as soon as reasonably possible before pick-up, and if the proposed changes are unacceptable, you will be offered a full refund. However, in such circumstances, we shall have no additional liability in respect of any direct or indirect losses you may suffer as a result of such changes.
Your voucher / eVoucher will normally be available once full payment has been received and the car confirmed by the car hire company. Please note that certain ‘request’ cars may take longer to confirm, and we will advise you if this is the case. Where the car cannot be picked up due to insufficient documentation or failure to provide a valid credit card, this will be treated as a ‘No Show’, which means you will not be entitled to a refund of the money paid. Please ensure that you travel with your voucher / eVoucher, your full valid national driving license, and other identification – please check the ‘What You’ll Need To Take’ section of your voucher / eVoucher once the car is confirmed to see if any other documentation is required.
Every driver must have a full, valid driving license they have held for at least 1 year (2 years at certain locations; this will be confirmed during the booking process). Expired or provisional licenses will not be accepted.
When booking the car, our Contact Centre must be advised of any endorsements/points on a driving license; we reserve the right to refuse the booking on this basis, according to the terms & conditions of the car hire companies we work with.
When picking up the car, every driver must present their license. They must also keep their driving license with them at all times throughout the rental for perusal by local authorities.
No refunds will be given if a car hire company refuses to supply a car because of undisclosed endorsements – or because you cannot provide a driving license, its counterpart, or the required information about endorsements.
Please note that when driving abroad, you may require an International Driving Permit. It is the driver’s responsibility to check whether they will need an International Driving Permit. An International Driving Permit does not replace the requirement for a regular driving license: a full driving license in the main driver’s name will still be required in order to rent the car, and every driver requiring an International Driving Permit must always keep both documents with them. If an International Driving Permit is required, you will not be able to collect your rental without the permit and your driving license.
All drivers must read the terms and conditions of the car hire company providing their car prior to pick-up, as certain companies and locations may have additional requirements.
Important Information Regarding Exchange Rates
Due to the fluctuation of exchange rates, please be aware that the amount charged to your credit card may differ from the price we quote when you agree to pay for a product or service. The difference (if any) will depend on changes to exchange rates during the period between the moment you book and the moment the charge is reflected in your credit card statement. Similarly, should we refund any money to your account, we will refund the exact amount initially charged – and will not be responsible for any fluctuations in exchange rates that lead to you receiving a larger or smaller refund than expected.
Car Capacity & Car Class
All cars are insured for a maximum number of passengers. We cannot accept liability for the car being unsuitable for all passengers and luggage. As a guide, please refer to the RENTOP website for the approximate capacities of the various car classes. We cannot accept responsibility if the car hire company refuses to supply a car because the party size is too big.
We are unable to guarantee a particular make or model of car. The car shown on your voucher / eVoucher is for guidance only, and the car hire company may instead provide a different car that is deemed to be similar or superior.
Provision of Cars
Car hire companies reserve the right to refuse a car to any person who is considered unfit to drive or does not meet eligibility requirements. We will not be liable for the completion of travel arrangements nor for any refund, compensation, or any other costs you may have to pay in such a case.
If you are dissatisfied with your rental, please report this to us as soon as feasible, but at least within three months of dropping the car off, by contacting our Customer Service Team. It is difficult for us to assess any claim regarding your rental if this action is not taken at the time of drop-off. Although when you rent a car, you enter a contractual relationship with the car hire company, whenever there’s a problem, we will try to help by contacting the car hire company on your behalf.
Please note that as we aim to resolve disputes internally, we are not obliged to submit to an ADR procedure operated by any independent ADR provider.
Mechanical Difficulties / Accidents
In the event of a breakdown or mechanical difficulties, you must call the car hire company immediately. The car hire company must give authority for repairs or replacement cars. If you are involved in an accident, the local police and the car hire company must be contacted. Keep copies of all relevant documentation you are asked to complete. This may be needed if you wish to make a claim.
Your hire of any car is subject to the terms & conditions of car hire imposed by the car hire company and to the corresponding laws of the country and/or state in which the rental takes place. You will therefore be subject both to our terms and to those of the car hire company. We accept no responsibility for and shall not be liable in respect of any loss, damage, alterations, delays, or changes arising from civil strife, industrial disputes, including air traffic control disputes, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions, unavoidable technical problems with transport, closure or congestion of airports or ferry ports, cancellation of scheduled flights or financial failure of airlines.
Terms of Your Contract with RENTOP
However, if you choose to book, it is important to understand how and when a contract is formed. The technical steps required for a contract to be formed as follows. When we quote prices over the telephone or place our services on our website, we are inviting you to make an offer for their purchase. You do not make this offer until you do so verbally or by clicking ‘Book Now’ on our ‘Payment Details’ page.
You will have made us an offer to purchase the services once you have either done so verbally or clicked ‘Book Now.’ We will accept this offer once we have both received the necessary payment and made your voucher / eVoucher available to you. Where the arrangement with the car hire company is for us to act as an agent, acceptance of your offer is by us as an agent on behalf of the car hire company.
We are responsible for losses you directly suffer as a result of us breaking this agreement if the losses are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by both you and us at the time our agreement is formed. We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, nor are we liable for, without limitations, loss of profits, loss of opportunity, loss of goodwill or consequential losses, damages or costs.
We shall not be liable ourselves or vicariously through the car hire companies for either any failure to perform or any delay in performing any of our obligations under or pursuant to this booking, voucher / eVoucher, rental, or terms & conditions, if and in so far as performance is delayed, hindered or prevented by force majeure, which expression shall mean any event beyond the reasonable control of the party in question. In the event that force majeure persists for more than 14 consecutive days, we may terminate and withdraw this booking by giving 14 days’ notice to your original billing address and refunding all amounts paid prior to the force majeure event.
We have the right to cancel a booking upon limited or immediate notice in certain circumstances, such as the insolvency of a car hire company. In all circumstances, we will use our reasonable endeavors to arrange for the supply of an alternative car, but in periods of high demand, it may not be possible. Where a customer has made a fully pre-paid booking, and we notify the customer up to 48 hours before pick-up, the customer will receive a return of all monies already paid. In the unlikely circumstance, we provide a fully pre-paid customer with notice of cancellation within 48 hours of pick-up, we will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer as a consequence of us breaking the agreement. Where a customer has made a deposit booking, and we notify the customer up to 7 days before pick-up, the customer will receive a return of all monies already paid. When we provide a deposit customer with notice of cancellation within seven days of pick-up, we will provide a full refund of all monies paid and cover other foreseeable losses incurred by the customer because of us breaking the agreement.
Making Bookings and Purchasing or Requesting Products or Services
If you wish to make bookings or to purchase or request products or services described on this website, we (or our business partners) may ask you to supply certain data applicable to your booking or purchase – including, without limitation, credit card information and other personally identifiable data about you. You understand that any such data will be treated by us in the manner described in our privacy notice. You agree that all data that you provide for this purpose will be accurate, current, and complete. You agree to pay all charges incurred by you or any users of your account, credit card, or other payment mechanisms at the rate(s) or price(s) in effect when such charges are incurred. You will also be responsible for paying any applicable taxes relating to your purchases.
Verification of submitted data may be required prior to our acceptance of any booking, purchase, or order. Except as otherwise required by law or as otherwise expressly stated by us, the price, rate, and availability of products or services are subject to change without notice. You acknowledge that bookings, purchases, and services are subject to additional terms & conditions imposed by us or by the car hire company which supplies your car.
Website Conditions of Use
It is prohibited for anyone to use any device or software program to directly or indirectly interface, or attempt to interface, with this website to retrieve content and/or any other data, including prices. It is also prohibited to interfere, or attempt to interfere, with the normal working of this website; any activity that we consider places undue load or stress on our systems will be terminated. We constantly monitor everyone accessing our website, and the activities of any automated systems or persons conducting an unreasonable amount of searches with the aim of accessing information and/or prices will be terminated, and those systems/persons will be blocked from our websites. Your use of the website indicates your agreement to be bound by these Conditions of Use.
Your privacy is important to us. By using this site, you accept the terms of our privacy notice.
Completed reviews may be uploaded onto our website for the sole purpose of informing customers of your opinion of the service and quality of the car hire company and used partially or in their entirety by RENTOP on our platforms, social media platforms, newsletters, special promotions, mobile applications or other channels owned, hosted, used or controlled by RENTOP. By submitting a review, you are consenting to the above use of your review. We reserve the right to adjust, refuse or remove reviews at our sole discretion.
Reviews express the personal opinions of RENTOP customers who filled out a survey after the completion of their rental. These opinions do not necessarily represent the views of RENTOP.
To the extent permitted, these terms and conditions are governed by UAE law under the non-exclusive jurisdiction of the courts of Dubai.
The General Information and Terms & Conditions stated are correct at the time of going to press.