Howdy, Steven
25 September 2024
4517 Washington Ave.
Manchester, Kentucky 39495
Hours: 8:00 - 17:00, Mon - Sat
support@carento.com
The neocarz website (henceforth referred to as NeoCarz or 'the website' or 'the platform' or 'the company' in all policies, T&Cs and FAQs), including the mobile site, smartphone applications for iOS and Android is a car rental marketplace platform operating in Qatar and Saudi Arabia.
By accessing and using the website and app, you agree to accept, without modification, limitation or qualification, the terms and conditions contained herein (the 'Agreement'). You represent and warrant that you possess the legal right and ability to enter into this Agreement and to use the website and app in accordance with all terms and conditions herein.
NeoCarz tries to ensure that the information contained on the website is as accurate as possible. However, inaccuracies may arise from time to time. The website and/or any of its sister companies accept no responsibility for any errors in the information contained on the NeoCarz website.
The website contains information about the products and services NeoCarz is offering. This information and all other material on the website are provided in good faith. By using the website you agree and acknowledge that the website may update, change or amend the Terms and Conditions and Customer Care Policy and/or other information provided on the website at any time without advance notice. Changed terms and conditions will become effective once posted on the website, and will not have any retrospective effect on existing contractual arrangements made through the website. You should read these terms and conditions every time you visit the website to ensure that you are aware of all the relevant terms and conditions. Accordingly, your continued access and use of the website after any change is deemed to be your acceptance of the modified terms and conditions.
While the website uses all reasonable endeavours to make the website and associated services available, the website cannot guarantee that they will operate continuously or without interruption.
The website makes no representations or warranties, either expressed or implied, with respect to the website or the contents and, to the fullest extent permissible under the law, disclaims all such representations and warranties.
Your access to and use of software and other materials on, or through the website is solely at your own risk. The website makes no warranty whatsoever about the reliability, stability or virus-free nature of such software.
Subject to applicable law, under no circumstance is NeoCarz and/or its Licensors and/or Suppliers and/or its Service Providers responsible for any direct or indirect, incidental, special, punitive, exemplary or consequential damages of any kind (including but not limited to lost profits, lost savings or revenue, or loss or corruption of data or information) which arises out of or is in any way connected with your use of or inability to use the website whether based on breach of contract, tort, negligence, product liability or otherwise, even if advised of the possibility of such damages. This includes any information, products or services obtained through or any contract entered into via the website.
When using the website you declare and agree:
To use it solely to determine the availability of products and services offered on the website and to assist you to make legitimate bookings or transact business with us. You agree to use the website only for personal, non-commercial use.
To use the website services to make only legitimate bookings.
You are at least 21 years of age (25 years for certain premium vehicle categories) and you possess the legal authority to create a binding legal obligation.
You will inform such other persons about the Terms of Use that apply to the bookings you have made on their behalf, including all rules and restrictions applicable thereto.
Not to deface, alter or interfere with the front end "look and feel" of the website or the underlying software code.
Not to take any action that may impose an unreasonable or disproportionately large load on the website or related infrastructure.
To all of our terms and conditions of purchase, including, but not limited to, full and timely payment of all amounts due and compliance with all rules concerning availability of prices, products, or services. All fees, assessments, charges, taxes and duties arising out of use of the website are your sole responsibility.
Not to do anything which will or might damage, interfere with, disrupt access to, interrupt or impair the functionality of the material available on the website, nor to upload any material that contains any computer viruses or other codes, files or programs designed to interrupt, destroy or limit the functionality of any software or equipment.
Not to post, distribute or otherwise upload any defamatory, libellous, offensive, infringing, obscene, indecent, harmful, threatening, abusive, tortuous, racially or ethnically objectionable or otherwise unlawful material or information or send any chain letters, junk mail, 'spamming' material or any other form of bulk communication.
Not to threaten, harass, stalk, abuse, disrupt or otherwise violate the rights of others, including individual privacy rights.
Not to obtain or attempt to obtain unauthorised access to the website or any private or member account areas on the website, nor to impersonate any person or misrepresent your affiliation with another person.
Not do, cause or permit anything to be done that may infringe damage or interfere with any intellectual property rights of nor any of our associated companies or third parties.
Also, not to do anything that is otherwise unlawful or which may create any liability on the part of the website.
Not to tamper with, disable, or remove the Teltonika FMC003 tracking device installed in rented vehicles.
Violate this Agreement or any applicable legislation in any other manner.
If the website considers that you have breached any of these terms and conditions or have otherwise demonstrated inappropriate conduct when using the website, NeoCarz reserves the right to:
Warn you that you have breached these terms and conditions, and ask you to stop such conduct.
Delete any material or content which you may have posted without notice to you.
Take measures (including terminating, suspending or restricting your access) to, and preventing you from using the website.
Cancel any bookings that you may have with NeoCarz without reference to you.
Report your activities to an internet service provider or relevant authorities.
Take legal action against you.
All content of the NeoCarz website is subject to copyright.
The website is for your personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from the website.
The website, sister companies' names, and any other product or trade names of NeoCarz referenced to the website are our trademarks and/or registered trademarks. Other product and company names mentioned herein may be the trademarks of their respective owners.
By using NeoCarz mobile apps to access the NeoCarz Services (the "Mobile Service"), you accept and agree to be bound by the terms and conditions of the NeoCarz website, herein this section, in addition to the rest of these Terms of Service. Your continued use of the Mobile Service is conditioned upon your compliance with these Mobile Terms.
By using the Mobile Service, you understand and agree that NeoCarz has no obligation to maintain, support, upgrade, or update the Mobile Service, or to provide all or any specific content through the Mobile Service. You further understand and agree that we may access, collect, and use information, which may include personally identifiable information, which your mobile device automatically makes available to our mobile app, consistent with our Privacy Policy.
For Customers:
Complete mandatory KYC verification by submitting valid government-issued identification (National ID, Passport, Iqama, QID, etc.)
Submit valid driving license with minimum one-year holding period
Provide proof of residence
Upload clear, legible copies of all documents
Wait for admin approval before making bookings
Our OCR technology will automatically extract document information
For Vendors:
Complete enhanced KYC verification including all Customer requirements
Submit vehicle registration certificates (Mulkiya/Istimara)
Provide valid comprehensive vehicle insurance certificates
Provide bank account details for payment processing
Install Teltonika FMC003 tracking devices in all listed vehicles
Wait for admin approval to become an authorized Partner and list vehicles
Providing false, fraudulent, or altered documents will result in immediate account termination and may lead to legal action.
We accept all major credit cards and debit cards.
We accept credit cards issued across various geographies. However, we may keep certain credit cards issued by certain countries blocked on our website / mobile apps during the booking process.
We accept debit cards that have been unlocked by the respective issuing banks to be used on e-commerce websites.
Your credit card / debit card will be debited when you click on the confirm button.
The booking confirmation shall be delivered to you to your registered email address once the payment has been confirmed by our payment gateway.
Disclaimer:
NeoCarz accepts no liability or responsibility and will not be liable or responsible for any loss, damage, misuse or unauthorised access occurring in connection with the provision of credit / debit card data.
We will make every effort to maintain confidentiality when securing an online or mobile payment. This covers the security of your credit card details and other personal information. We do not store your credit/debit card data. All credit/debit card and payment information is secure, encrypted and handled by fully-certified payment providers.
If your booking or account shows signs of fraud, abuse, or suspicious activity, the website may cancel any reservations associated with your name, email address, or account, and close any associated NeoCarz accounts. If you have conducted any fraudulent activity, the website reserves the right to take any necessary Criminal and/or Civil legal action and you may be liable for monetary losses to the website, including litigation costs and damages. To contest the cancellation of a booking or freezing or closure of an account, please contact NeoCarz Customer Care.
The website reserves the right to undertake all necessary steps to ensure that the security, safety and integrity of NeoCarz's systems, as well as its clients' interests, are and remain, well-protected. Towards this end, NeoCarz may take various steps to verify and confirm the authenticity, enforceability and validity of bookings placed by you.
If NeoCarz, in its sole and exclusive discretion, concludes that the said transactions are not or do not reasonably appear to be authentic, enforceable or valid, then NeoCarz may cancel the said bookings at any time before the scheduled time of pick-up of the vehicle booked through NeoCarz.
The Rental Agreement comprises these terms and conditions, and the rental document setting out the hire details, which is provided with each vehicle at the point of hire (referred to in these terms and conditions as the "Rental Document"). The Rental Agreement is made between the Vendor (herein referred to as "the owner") and the Customer (herein referred to as "the hirer"), whose particulars are recorded in the Rental Document. It is hereby agreed as follows:
The rental value of the vehicle is calculated on the basis of the daily rental value of the rented vehicle, in addition to a security deposit (amount varies by vehicle category: QAR/SAR 500 - 3,000) to be paid by the hirer upon receipt of the vehicle. At the end of the rental period, all the entitlements of the owner shall be settled and paid immediately by the hirer, or the difference refunded to the hirer if there are entitlements for it.
Based on the Value Added Tax (VAT) system and related regulations in Saudi Arabia and Qatar tax regulations, the rental value of the rented vehicle includes applicable taxes, and the hirer is liable for paying it.
After receiving the vehicle, if the hirer wants to extend the duration of the contract, he/she can do so through the Platform or by contacting NeoCarz support. The owner reserves the right to accept or reject the extension request submitted by the hirer.
If the owner refuses to extend the contract, the hirer shall return the vehicle by the end of the agreed period, and the hirer shall bear all the expenses of the retrieval of the vehicle by the owner in addition to the fare of the period during which the vehicle remained in the hirer's possession and any other amounts due to the owner for rental of the vehicle.
In all cases, the owner may - at any time - terminate the contract and retrieve the vehicle, at the owner's discretion, without giving reasons using any means the owner deems appropriate, including, but not limited to, the use of any third party, agents, government agencies or courts.
The hirer must have a valid driving license appropriate for the vehicle they are renting.
Qatar residents: Valid Qatar driving license
Saudi residents: Valid Saudi driving license
GCC nationals: Valid GCC driving license
International visitors: Valid international driving license
The hirer shall not be less than 21 years old (25 years for premium vehicle categories)
Driving license must have been held for a minimum of one (1) year
If the vehicle is rented by a person who does not have a valid driving license or is under the minimum age, he/she is not authorised to drive the vehicle.
If the hirer makes a false statement or omits required information when signing the contract, the hirer assumes full liability and bears the cost for any damage to the rented vehicle and/or to others and their property and does not benefit from any cover in the insurance policy.
The hirer will return the rented vehicle with the same level of fuel that was provided at the time of renting.
The hirer will ensure that only the fuel type specified for the vehicle will be used.
In case the hirer fails to fill the vehicle tank at the same level he/she received the vehicle at the time of renting, a refueling fee plus an additional administrative fee will be applied as specified in the booking terms.
The hirer shall ensure that the oil in the vehicle is maintained at the proper level.
The owner shall supply the vehicle in safe and roadworthy conditions, and the hirer must take all reasonable care when driving and parking the vehicle. The hirer is fully responsible for any damage or wastages caused to the vehicle as a result of negligence, such as non-examination or oil replacement on the allocated dates according to the instructions of the manufacturer and/or the owner.
The hirer shall not use the vehicle for the following purposes or perform the following actions:
Transportation of any goods that violate the customs laws of Qatar or Saudi Arabia or carry out any illegal act while using the vehicle.
Pulling or pushing any vehicle, trailer, or vehicle of any kind whatsoever.
Carrying passengers or goods for payment or the like.
The use of the vehicle in any sports races whatsoever, or any type of these races or use in motor sports, vehicle shows, training, marches, or others.
Crossing international borders without obtaining prior authorization from the owner.
Driving the vehicle under the influence of drugs, alcohol or medicine that influences the driver's ability to drive safely.
Have the vehicle driven by anyone other than the hirer or additional authorized drivers specified in the Rental Agreement.
Drive without holding a valid driver's license.
Make any modifications or additions to the rented vehicle.
Load the rented vehicle with a weight exceeding the permissible limit.
Tamper with, disable, or remove the Teltonika FMC003 GPS tracking device
Upload clear images of the entire vehicle exterior (minimum 8 photos: front, rear, both sides, all four corners)
Include close-up images of any existing scratches, dents, or damage
Upload interior images (dashboard, seats, trunk)
Images must be taken in good lighting conditions
Upload must occur within 2 hours before scheduled pickup
Upon vehicle pickup, verify images uploaded by Vendor
Upload your own set of vehicle images (same angles as Vendor)
Document any discrepancies or damages not captured by Vendor
Refuse to accept vehicle if existing damages are not properly documented
Upload must occur at time of pickup before leaving the location
Our AI system automatically analyzes all uploaded images
AI detects and catalogs all visible damages, scratches, dents, and imperfections
System generates a detailed damage report
Both parties receive AI analysis report via email and Platform notification
Upload full vehicle images (same angles as pre-trip) at time of return
Document any new damages that occurred during the trip
Upload must occur at time of vehicle return
Inspect vehicle thoroughly upon return
Upload post-trip images within 2 hours of vehicle return
Review AI-generated comparison report
AI automatically compares pre-trip and post-trip images
System identifies new damages, scratches, or alterations
AI assesses damage severity and provides estimated repair costs
Comparison report serves as primary evidence for dispute resolution
If Vendor fails to upload pre-trip images: Booking may be canceled with full refund to Customer
If Customer fails to upload pre-trip images: Customer accepts vehicle 'as is' and cannot dispute pre-existing damages
If Customer fails to upload post-trip images: Customer is liable for all damages reported by Vendor
If Vendor fails to upload post-trip images: Vendor waives right to claim damages
All Vendor vehicles must have an active Teltonika FMC003 GPS tracking device
GPS location is tracked in real-time throughout the entire rental period
The system monitors vehicle speed, acceleration, braking patterns, route information, and distance traveled
Driving behavior is analyzed to generate driver scores
Score components include speed compliance, smooth driving, safe practices, route efficiency
Customers can view their driver score in their profile
Vendors can view Customer driver scores
Customers must not attempt to disable, remove, or tamper with tracking device
Consequences include immediate trip termination, security deposit forfeiture, and account termination
Vendors have access to real-time location tracking during active rental
Customers can view trip history and driving behavior reports
Data may be shared with law enforcement, insurance companies, or courts when legally required
The hirer shall comply with the following:
The minimum rental period is 24 hours.
The vehicle is allowed to be driven within Qatar or Saudi Arabia (depending on rental location) and only within the range of paved roads.
There is a grace period of 30 minutes if there is a delay in the return of the vehicle. Any delay beyond that will be chargeable as per the policy.
The hirer shall bear all fines and legal expenses in respect of traffic violations or other offenses that are imposed on the rented vehicle or its driver during the period of the Rental Agreement.
The hirer shall return the vehicle after the end of the rental period in the same condition as the vehicle was received. In the event of any defect or damage, the hirer shall bear all expenses necessary to bring the vehicle back to the same condition.
The owner does not bear any responsibility for any harm, damage, loss or theft of money or personal belongings that is lost, stored or transported in the rented vehicle during the period of the contract or after its expiry. The hirer acknowledges that he/she exempts the owner from such claims without any reservations.
The hirer is insured against public risks and property damage through the comprehensive insurance policy provided by the Vendor, provided that the hirer shall bear the insurance deductible amount as specified in the booking terms for each accident.
The hirer acknowledges that the following items are excluded from insurance coverage:
Drunk driving or driving under the influence of drugs
Deliberate negligence as per the official traffic report
Damages resulting from an unauthorized driver not specified in the Rental Agreement
Thefts or accidents resulting from leaving the key inside the vehicle
Thefts or accidents that occur outside the permitted area
Tampering with the tracking device
Insurance does not cover tyres, wheel rims, and their covers, as well as car glass (unless specified)
Any other items expressly excluded in the insurance policy
In all cases, the hirer is obliged to return the vehicle to the owner at the end of the duration of the contract in a good and usable condition, and the hirer shall bear all costs not covered by the insurance policy.
In the event of an accident, damage to the vehicle, or the damage caused by the vehicle to another person, or vehicle or due to fire or theft or other scenarios, the hirer shall:
Ensure safety of all parties and call emergency services if needed
Do not move vehicle unless required for safety
Take photos of accident scene and damages
Obtain police report (mandatory for insurance claims)
Exchange information with other parties
Notify Vendor immediately through Platform
Notify NeoCarz support within 24 hours
Do not admit fault or make agreements with other parties
Emergency Numbers:
Qatar: Police/Ambulance: 999
Saudi Arabia: Police: 999, Ambulance: 997, Traffic Accidents: 993
NeoCarz acts as a marketplace platform connecting Vendors and Customers. NeoCarz is NOT a party to the rental agreement between Vendor and Customer.
The owner (Vendor) does not bear any liability whatsoever towards the hirer or any third party, in respect to any accident or malfunction during the period of the rental, except as required by applicable law and insurance coverage.
The hirer is committed to return the vehicle at the agreed time and location
The hirer must complete post-trip image upload at time of return
Parking of the vehicle at the location shall not be considered as delivery until officially confirmed through the Platform
The vehicle is considered returned only when both parties complete the return process through the Platform and all outstanding payments are settled
In the event of any dispute or inability to reach an amicable solution over the interpretation or implementation of this contract and associated terms and conditions:
For Qatar Operations: Disputes shall be governed by the laws of the State of Qatar and submitted to the competent courts in Qatar or arbitration under Qatar International Court and Dispute Resolution Centre (QICDRC) rules.
For Saudi Arabia Operations: Disputes shall be governed by the laws of the Kingdom of Saudi Arabia and submitted to the competent courts in Saudi Arabia or arbitration under Saudi Center for Commercial Arbitration (SCCA) rules.
The Vendor bears the costs of consumable spare parts and their replacement unless it is proven that the misuse by the Customer or the authorised person led to their damage.
The hirer is obliged not to drive the vehicle through water levels that may affect the proper functioning of any part of the vehicle.
In the event of any damage or scratches to the vehicle or loss of keys or accessories, the hirer bears the responsibility for replacement and repair as determined by AI damage analysis and Vendor assessment.
If the hirer wishes to hand over the vehicle in a city other than the one in which it was picked up, additional fees apply as specified in the booking terms.
Cross-border travel between Qatar and Saudi Arabia requires advance notice (minimum 72 hours) and additional insurance/permits.
As a condition of use of the NeoCarz website, you agree to indemnify us from and against any and all liabilities, expenses (including attorney's fees) and damages arising out of claims resulting from your use of the website, including without limitation any claims alleging facts that, if true, would constitute a breach by you of these terms and conditions.
In no event will the website be liable to you for any special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including without limitation lost business opportunities, lost revenues, or loss of anticipated profits or any other pecuniary or non-pecuniary loss or damage of any nature whatsoever) arising out of or relating to (i) this agreement, (ii) the services, the site or any reference site, or (iii) your use or inability to use the services, the site (including any and all materials) or any reference sites.
The failure of the website to exercise or enforce any right or provision of this Agreement will not constitute a waiver of such right or provision. Any waiver of any provision of this Agreement will be effective only if in writing and signed by NeoCarz.
The website may contain links and pointers to internet sites maintained by third parties. The website does not operate or control in any respect any information, products or services on such third-party sites. Third-party links and pointers are included solely for your convenience, and do not constitute any endorsement by us. You assume sole responsibility for use of third-party links and pointers.
If you are dissatisfied with any aspect of the website or if you have any grievances about any of the services provided by the website please contact us.
How to reach NeoCarz:
Email: support@neocarz.com
Qatar Operations: +974 XXXX XXXX
Saudi Arabia Operations: +966 332 3432 2342
For Qatar Operations: Your use of the website and the terms and conditions is subject to the laws of the State of Qatar and you agree to submit to the exclusive jurisdiction of the courts of Qatar.
For Saudi Arabia Operations: Your use of the website and the terms and conditions is subject to the laws of the Kingdom of Saudi Arabia and you agree to submit to the exclusive jurisdiction of the courts of Saudi Arabia.
Nevertheless, the website reserves the right to bring proceedings to the courts of the country of your location.
NeoCarz may provide you with notices and communications by email, SMS, Platform notifications, regular mail or by any other reasonable means. Except as otherwise set forth herein, notice to the website must be sent by email to legal@neocarz.com or by registered mail to the company's registered office.
Value added tax (VAT) is a tax on the consumption or use of goods and services levied at the point of sale.
For Saudi Arabia: VAT is applicable at the current rate as per KSA law on car rental services booked through our platforms.
For Qatar: Applicable taxes as per Qatar tax regulations are included in rental prices.
By using the NeoCarz Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.
