Carzoo — TERMS AND CONDITIONS
Platform Access, Vehicle Search and Booking Services
These Terms and Conditions (the “Terms”) govern access to and use of the website, mobile website, applications and related booking, customer-support and marketplace services operated under the CARZOO name (collectively, the “Platform”).
The Platform is operated by CARZOO S.A.R.L., a Lebanese limited liability company registered with the Beirut Commercial Register under number 2083036, having its registered office at Sheile, Rue 113, Blue Zone, Kesrouane, Lebanon (“CARZOO”, “we”, “us” or “our”).
Please read these Terms carefully before using the Platform or submitting a Booking. These Terms contain important provisions concerning CARZOO’s role as a marketplace and booking intermediary, the responsibility of independent Rental Companies, payment, cancellation and liability.
Nothing in these Terms excludes, restricts or replaces any consumer right or other protection that cannot lawfully be excluded under applicable Lebanese law. If a provision of these Terms conflicts with a mandatory legal rule, that mandatory rule prevails to the extent of the conflict.
1. DEFINITIONS
“Booking” means a request or confirmed reservation for a rental vehicle submitted through the Platform.
“Booking Confirmation” means the electronic confirmation identifying the Rental Company, rental dates, pickup and return arrangements, price and material Booking Conditions.
“Booking Conditions” means the vehicle-specific, rate-specific and Rental Company conditions displayed before submission of a Booking and included or referred to in the Booking Confirmation.
“CARZOO Fees” means service, booking, buyer or other fees charged by CARZOO in its own capacity for operating the Platform, facilitating a Booking or providing related services.
“Customer” or “you” means the person who submits or pays for a Booking and, where the context requires, the Main Driver and any person for whom the Booking is made.
“Main Driver” means the individual identified as the principal driver in the Booking.
“Rental Agreement” means the separate vehicle rental agreement entered between the Customer or Main Driver and the relevant Rental Company.
“Rental Company” means the independent vehicle rental supplier identified during the Booking process and in the Booking Confirmation.
“Rental Price” means the price charged by the Rental Company for the underlying vehicle rental and related selected items, excluding CARZOO Fees unless expressly stated otherwise.
“User” means any person who visits, accesses, registers with or otherwise uses the Platform, whether or not that person completes a Booking.
2. SCOPE, ACCEPTANCE AND ELIGIBILITY
By accessing or using the Platform, creating an account, selecting an acceptance box or submitting a Booking, you confirm that you have read and agreed to these Terms. If you do not agree, you must not use the Platform or submit a Booking.
You must have full legal capacity to enter into binding contracts. If you use the Platform on behalf of another person or a legal entity, you represent that you are authorized to bind that person or entity. You remain responsible for ensuring that the Main Driver and any additional driver know and comply with all applicable Booking Conditions and the Rental Agreement.
The version of these Terms accepted when a Booking is submitted applies to that Booking, subject to any mandatory change required by law.
3. CARZOO’S ROLE AS MARKETPLACE AND INTERMEDIARY
CARZOO operates a technology marketplace through which Customers may search, compare and request or book vehicles offered by independent Rental Companies. CARZOO provides Platform access, search, comparison, booking facilitation, payment-related and customer-support services as described during checkout.
Unless CARZOO expressly identifies itself as the vehicle supplier for a particular Booking, CARZOO does not own, possess, operate, maintain or supply the rental vehicles displayed on the Platform and is not the lessor or provider of the underlying vehicle rental service.
A confirmed Booking creates: (a) a relationship between the Customer and CARZOO concerning use of the Platform, booking facilitation and any CARZOO Fees; and (b) a separate relationship between the Customer and the Rental Company concerning the vehicle reservation and rental service. The Rental Company, not CARZOO, is the party providing and performing the vehicle rental.
CARZOO’s assistance before, during or after a rental does not transfer the Rental Company’s obligations to CARZOO and does not make CARZOO a party to the Rental Agreement.
4. INDEPENDENT RENTAL COMPANIES
Rental Companies are independent businesses and are not employees, subsidiaries, joint venturers, commercial representatives or general agents of CARZOO. No Rental Company may bind CARZOO, and CARZOO may not bind a Rental Company except to the limited extent expressly disclosed for confirming Bookings or collecting payments.
Each Rental Company is solely responsible for:
the existence, availability, ownership or lawful control of its vehicles;
vehicle condition, maintenance, cleanliness, safety and roadworthiness;
its licenses, permits, registrations and legal and regulatory compliance;
legally required vehicle insurance and any optional protection offered by it;
pickup, delivery, substitution, roadside assistance and return arrangements;
security deposits, pre-authorizations and deductions;
fuel, mileage, driver, geographic and cross-border restrictions;
damage assessment, fines, tolls and administrative charges; and
performance of the Booking and Rental Agreement.
CARZOO may monitor, suspend or remove Rental Companies or listings and may seek to verify information, but it does not guarantee a Rental Company’s solvency, conduct or continuous performance.
5. INFORMATION, LISTINGS AND VEHICLE CATEGORIES
Vehicle availability, images, descriptions, specifications, Rental Prices, rate rules and rental conditions may be supplied by Rental Companies or their connected inventory systems. Rental Companies are responsible for the accuracy, completeness and timely updating of information they supply.
CARZOO takes reasonable steps to present information accurately but does not guarantee that supplier-provided information is free from every error or omission. A Customer must review all material Booking Conditions before submission.
Unless expressly identified as the exact vehicle guaranteed, photographs are illustrative. Where a vehicle is described by a model followed by “or similar”, the Rental Company may provide a different vehicle in the same or a reasonably equivalent category. Any characteristic expressly guaranteed during checkout, such as transmission type, seating capacity or vehicle class, should correspond to the confirmed category.
Availability remains subject to confirmation in accordance with Section 6.
6. BOOKING PROCESS AND CONTRACT FORMATION
Before submission, the Platform will display the Rental Company, vehicle or category, rental period, pickup and return arrangements, price, CARZOO Fees and material Booking Conditions then known to CARZOO.
A Booking may be offered as “Instant Confirmation” or marked “On Request”, “Subject to Confirmation” or with similar wording.
(a) For an Instant Confirmation Booking, the Booking becomes confirmed when CARZOO issues the Booking Confirmation, subject to payment authorization and fraud or security checks.
(b) For an On Request Booking, submission is an offer or request and does not create a confirmed reservation. The Booking becomes confirmed only when CARZOO or the Rental Company issues an express Booking Confirmation.
An automated acknowledgement that a request has been received is not a Booking Confirmation unless it expressly states that the Booking is confirmed.
If an On Request Booking is not accepted or a Rental Company cannot provide a confirmed vehicle before pickup for reasons not attributable to the Customer, the Customer will not be charged for the unavailable rental. Any amount collected through Carzoo for the affected Booking will be refunded unless the Customer accepts an alternative vehicle or arrangement.
7. CONTRACTUAL DOCUMENTS AND ORDER OF PRECEDENCE
The contractual framework may include these Terms, the Booking Conditions, the Booking Confirmation and the Rental Agreement.
(a) These Terms govern access to the Platform, CARZOO’s Booking and related services, and CARZOO Fees.
(b) The Booking Conditions and Booking Confirmation govern the commercial details of the specific reservation, including dates, location, category, price and cancellation policy.
(c) The Rental Agreement governs possession and use of the vehicle, insurance, deposits, drivers, damage, fuel, mileage, fines, tolls and return obligations.
If there is a conflict, mandatory law prevails. Subject to mandatory law, the Booking Confirmation and Booking Conditions prevail for the specific Booking details; the Rental Agreement prevails for the actual rental and use of the vehicle; and these Terms prevail over the relationship between the Customer and CARZOO.
8. PRICES, CURRENCY, TAXES AND CARZOO FEES
CARZOO will display the total amount payable through the Platform before the Customer submits the Booking and will identify, to the extent known, additional mandatory amounts payable directly to the Rental Company.
The checkout page will distinguish the Rental Price from any CARZOO Fees. CARZOO Fees are charged by CARZOO for Platform operation, booking facilitation and related services and are separate from the Rental Price unless the checkout total expressly combines them.
The currency displayed at final checkout is the transaction currency for amounts collected through the Platform. A bank, card issuer or payment provider may apply exchange rates or fees that CARZOO does not control.
Prices will be shown inclusive or exclusive of applicable taxes, airport, delivery, location or similar mandatory charges as stated during checkout. Any mandatory charge known to CARZOO before submission will be included in the total or separately and clearly identified. Charges arising from later selections, events or breaches may remain payable directly to the Rental Company.
Additional charges that depend on events or selections after Booking may be payable directly to the Rental Company, including deposits, optional protection, additional drivers, equipment, fuel, excess mileage, late return, damage, fines, tolls and cross-border permissions.
An obvious pricing, typographical or technical error is not binding to the maximum extent permitted by law. If a material error is identified after submission, CARZOO will notify the Customer, who may accept the corrected terms or cancel the affected Booking without a cancellation charge and receive a refund of amounts collected for it.
9. PAYMENT AND PAYMENT SERVICE PROVIDERS
Depending on the Booking, payment may be collected by CARZOO, collected partly by CARZOO and partly by the Rental Company, or collected directly by the Rental Company. The applicable arrangement will be disclosed during checkout.
Where CARZOO collects all or part of the Rental Price, it does so as a limited payment-collection intermediary for the relevant Booking and may remit the applicable amount to the Rental Company. This limited collection function does not make CARZOO the supplier of the vehicle or a party to the Rental Agreement. CARZOO collects CARZOO Fees in its own capacity.
Payments may be processed by third-party payment service providers. The Customer authorizes CARZOO and the relevant provider to obtain payment authorization, perform fraud and security checks, and charge the payment method for amounts clearly disclosed and accepted during checkout.
The payment is not final until successfully authorized and received. CARZOO may decline, suspend or cancel a transaction where payment fails or there is a reasonable concern regarding fraud, unauthorized use, sanctions, illegality or security.
Payment through CARZOO does not remove the Customer’s obligation to satisfy the Rental Company’s identification, eligibility, payment-card and security-deposit requirements at pickup.
The Booking Confirmation, payment confirmation or receipt will identify amounts collected through CARZOO. The Rental Company remains responsible for any receipt or tax invoice relating to amounts collected directly by it, unless the checkout or applicable law expressly provides otherwise.
10. DRIVER, IDENTIFICATION AND PICKUP REQUIREMENTS
The Customer is responsible for ensuring that the Main Driver and every additional driver satisfy all conditions displayed for the Booking and imposed under the Rental Agreement, including age, license validity and duration, international driving permit, identification, payment-card and deposit requirements.
The Main Driver must present the original documents and an accepted payment method in the name required by the Rental Company. Copies, photographs or digital versions may not be accepted unless expressly allowed.
A Rental Company may lawfully refuse to release a vehicle where a driver fails to satisfy disclosed requirements. Such refusal may be treated as a no-show or Customer cancellation under the applicable Booking Conditions, subject to mandatory law.
11. SECURITY DEPOSITS AND PRE-AUTHORIZATIONS
A Rental Company may require a security deposit or payment-card pre-authorization before releasing the vehicle. Unless expressly stated otherwise, the deposit or pre-authorization is held, controlled and released by the Rental Company or its payment provider, not CARZOO.
The amount, accepted method, release time and permitted deductions are governed by the Booking Conditions, Rental Agreement and applicable law. Release by the Rental Company may not immediately appear in the Customer’s account because the Customer’s bank or card issuer controls final processing time.
Disputes concerning a deposit deduction should first be raised with the Rental Company. CARZOO may facilitate communication but does not determine liability for vehicle damage or control funds it did not hold.
12. CANCELLATIONS, AMENDMENTS AND REFUNDS
12.1 Applicable Cancellation Policies
Each Booking is subject to the cancellation and amendment policy applicable to the relevant Rental Company, vehicle, rate, location and rental dates, as displayed before submission of the Booking and included or referred to in the Booking Confirmation (the "Applicable Cancellation Policy").
The Applicable Cancellation Policy may provide for free cancellation before a specified deadline, cancellation charges or non-refundable rates, subject in all cases to mandatory applicable law.
12.2 Cancellation During the Free-Cancellation Period
Where a Customer cancels a Booking within the free-cancellation period specified in the Applicable Cancellation Policy, the Customer shall be entitled to a full refund of all amounts paid through CARZOO for that Booking, including:
(a) all CARZOO Fees charged in connection with the Booking; and
(b) any Rental Price or supplier-related charges collected by CARZOO on behalf of the Rental Company.
No cancellation fee shall be retained by CARZOO for a Booking cancelled within the applicable free-cancellation period.
Where the Rental Price has been paid directly to the Rental Company, any applicable refund of that amount shall be processed by the Rental Company in accordance with the Applicable Cancellation Policy and applicable law.
12.3 Cancellation After the Free-Cancellation Period
Where a Customer cancels a Booking after the applicable free-cancellation deadline, or where the Booking is subject to a non-refundable rate:
(a) CARZOO Fees shall be non-refundable, unless otherwise expressly stated during checkout, agreed by CARZOO or required by applicable law.
(b) Any refund of the Rental Price and supplier-related charges shall be determined in accordance with the Applicable Cancellation Policy of the relevant Rental Company and mandatory applicable law.
(c) Where CARZOO has collected the Rental Price on behalf of the Rental Company, CARZOO may retain or refund the applicable amount in accordance with the Applicable Cancellation Policy, the Booking Conditions and applicable law.
(d) Where CARZOO has not collected the Rental Price, any cancellation charges or refund obligations relating to that amount shall remain between the Customer and the Rental Company. CARZOO shall not independently charge the Customer for supplier cancellation penalties unless such charges have been expressly disclosed and authorized.
12.4 Rental Company Responsibility for Rental Refunds
The Rental Company is independently responsible for establishing and applying its cancellation and refund policies concerning the underlying vehicle rental and related supplier services.
CARZOO acts as a booking and, where applicable, payment-collection intermediary. CARZOO does not independently determine the refundability of the Rental Price or supplier-related charges, except where expressly provided in these Terms or required by applicable law.
CARZOO shall not be responsible for a Rental Company's independent cancellation decisions, refund determinations or failure to perform its refund obligations, except to the extent that responsibility arises from CARZOO's own acts or omissions, its obligations concerning funds collected through the Platform, or mandatory applicable law.
Where CARZOO has collected payments on behalf of a Rental Company, CARZOO will facilitate and process refunds of amounts determined to be refundable in accordance with the Applicable Cancellation Policy, these Terms and applicable law.
12.5 Cancellation by the Rental Company or CARZOO
If a Rental Company cancels a confirmed Booking or cannot provide the confirmed vehicle for reasons not attributable to the Customer, CARZOO will offer reasonable assistance in identifying an alternative vehicle or arrangement.
If the Customer does not accept an alternative, the Customer shall receive a full refund of all amounts collected through CARZOO for the unavailable Booking, including the Rental Price, any supplier-related charges and all CARZOO Fees.
The same refund treatment shall apply where CARZOO cancels a Booking due to its own error or inability to provide the agreed booking-facilitation service, except where cancellation results from the Customer's breach of these Terms, fraud or other circumstances lawfully justifying different treatment.
12.6 Amendments to Bookings
A request to amend rental dates, drivers, pickup or return locations, vehicle selection or other Booking details is subject to availability and acceptance by the relevant Rental Company.
An amendment may result in changes to the Rental Price, CARZOO Fees, cancellation conditions or other Booking Conditions.
No requested amendment shall become effective unless confirmed in writing by CARZOO or the Rental Company, as applicable.
12.7 No-Shows, Early Returns and Unused Services
Unless otherwise provided in the Applicable Cancellation Policy or required by mandatory applicable law, a Customer's failure to collect the vehicle, early return, unused rental days or unused optional services shall not automatically entitle the Customer to a refund.
Refunds of supplier-related charges in these circumstances shall be determined under the Applicable Cancellation Policy and Rental Agreement. CARZOO Fees shall remain non-refundable except where otherwise expressly provided in these Terms or required by applicable law.
12.8 Refund Processing
Depending on the Booking, CARZOO may collect only CARZOO Fees or may collect both CARZOO Fees and all or part of the Rental Price on behalf of the relevant Rental Company, as disclosed during checkout.
Where CARZOO has collected an amount that is refundable under these Terms, the Applicable Cancellation Policy or mandatory applicable law, CARZOO shall initiate the applicable refund to the original payment method where reasonably possible.
CARZOO will process refunds without undue delay once refund eligibility and the applicable amount have been established. The time required for refunded funds to appear in the Customer's account may depend on the payment service provider, card network or issuing bank and is outside CARZOO's reasonable control.
Where payment was made directly to the Rental Company, the Rental Company shall be responsible for processing the corresponding refund, subject to its contractual and legal obligations.
12.9 Mandatory Consumer Rights
Nothing in this Section excludes, restricts or limits any refund, cancellation or other consumer right that cannot lawfully be excluded under applicable Lebanese law.
13. NO-SHOWS AND LATE ARRIVAL
A Booking may be treated as a no-show where the Customer does not attend the agreed pickup; arrives materially late without notice; fails to present required documents; fails eligibility requirements; cannot provide the required payment method or deposit; or otherwise cannot lawfully take possession of the vehicle for a reason attributable to the Customer.
If delay is expected, the Customer must contact CARZOO or the Rental Company as soon as reasonably possible. Notice does not guarantee that the vehicle will be held beyond the agreed pickup time.
Refund eligibility following a no-show is determined by the Booking Conditions and mandatory law.
14. PICKUP, DELIVERY, USE AND RETURN
The Customer must attend the agreed pickup or delivery location at the confirmed time and provide accurate contact and address information. Delivery is subject to the Rental Company’s area, hours, availability and fees.
The vehicle must be used and returned in accordance with the Rental Agreement. Late return, return to a different location, abnormal cleaning, missing fuel or equipment, excess mileage or other non-compliance may result in charges imposed by the Rental Company.
The Customer must not take a vehicle outside Lebanon unless the Rental Company has given prior express authorization and all insurance, documentation, deposit and other requirements are satisfied.
15. INSURANCE AND OPTIONAL PROTECTION
Vehicles are subject to the legally required insurance arrangements maintained by the relevant Rental Company. The coverage included with a Booking, exclusions, excess or deductible and any optional protection should be identified in the Booking Conditions or Rental Agreement.
Optional insurance or protection may be offered by a Rental Company or an independent third-party provider through the Platform. Unless CARZOO is expressly identified as the regulated provider, CARZOO is not the insurer, underwriter or issuer and does not decide claims.
Separate policy or product terms may apply. The Customer is responsible for reviewing coverage, exclusions and claims requirements before accepting the vehicle or purchasing an optional product.
16. VEHICLE CONDITION, DAMAGE, BREAKDOWN, ACCIDENT AND THEFT
The Customer should inspect the vehicle at pickup or delivery, ensure existing damage is recorded, and retain dated photographs or video of its condition at pickup and return.
Any accident, theft, damage, breakdown or significant problem must be reported promptly to the Rental Company and, where required, the police, Internal Security Forces or other competent Lebanese authority. The Customer must follow the Rental Company’s incident and insurance procedures and must not admit liability or arrange repairs without authorization except where urgently necessary for safety.
Responsibility for damage, loss, towing, downtime, excess and related charges is determined by the Rental Agreement, applicable insurance, the facts and applicable law. CARZOO may facilitate communication but does not assess vehicle damage or decide insurance liability.
17. FINES, TOLLS AND TRAFFIC VIOLATIONS
The Customer and authorized drivers remain responsible for traffic offences, parking violations, tolls and similar charges incurred during the rental. The Rental Company may charge an administrative fee for processing such fines, tolls or violations where the fee was disclosed in the Rental Agreement and is permitted by law.
CARZOO may share information with a Rental Company or competent authority where reasonably necessary to identify the renter responsible or comply with law, subject to applicable data-protection requirements.
18. CUSTOMER RESPONSIBILITIES AND PROHIBITED USE
Each User and Customer shall:
provide complete, current and accurate information and promptly correct material errors;
keep account credentials secure and notify CARZOO of suspected unauthorized use;
use the Platform only for lawful, genuine and personal or properly authorized business purposes;
comply with these Terms, the Booking Conditions, the Rental Agreement and applicable law;
not make fraudulent, fictitious, speculative, duplicate or abusive Bookings;
not impersonate another person or use another person’s identity or payment method without authority;
not interfere with the Platform, introduce malicious code, bypass security, test vulnerabilities without permission or overload the Platform;
not scrape, crawl, harvest, systematically extract, reproduce or commercially reuse inventory, prices, listings, customer information or Platform content without CARZOO’s prior written consent; and
not use CARZOO or supplier information to circumvent the Platform in breach of an existing contractual obligation or to engage in unlawful competition.
The Customer is responsible for verifying all information entered before submission and for activity carried out through the Customer’s account, except to the extent caused by CARZOO’s breach of applicable law or security obligations.
19. CUSTOMER SUPPORT, COMPLAINTS AND DISPUTE ASSISTANCE
A Customer experiencing a Booking problem should contact CARZOO without undue delay and provide the Booking reference, relevant communications, receipts, photographs and other supporting information. Where immediate vehicle or roadside assistance is required, the Customer must also contact the Rental Company directly.
CARZOO may facilitate communications and seek a practical resolution but does not adjudicate disputes under the Rental Agreement and cannot compel a Rental Company, insurer, bank or payment provider to accept a claim.
A failure to contact CARZOO promptly may limit CARZOO’s practical ability to assist but does not waive any right that cannot lawfully be waived.
Customer Support: Email hel@carzooapp.com | Telephone/WhatsApp +961 71 000438.
20. CARZOO’S OBLIGATIONS AND LIABILITY
CARZOO is responsible for providing its Platform and Booking-facilitation services with reasonable professional care and for performing obligations that these Terms expressly allocate to CARZOO.
To the maximum extent permitted by applicable law, CARZOO is not responsible for loss arising solely from:
an act, omission, breach, insolvency or misconduct of a Rental Company or other independent third party;
the condition, safety, maintenance, operation, substitution, delivery, availability or return of a vehicle supplied by a Rental Company;
supplier-provided information that CARZOO could not reasonably have identified as inaccurate;
a customer’s failure to satisfy disclosed eligibility, documentation, payment, deposit, pickup or Rental Agreement requirements;
a bank, card issuer, payment provider, communications provider or third-party system outside CARZOO’s reasonable control; or
an event of Force Majeure under Section 21.
To the maximum extent permitted by law, CARZOO is not liable for indirect, incidental, special or unforeseeable loss, loss of profit or loss of opportunity that does not arise naturally from CARZOO’s breach and was not reasonably foreseeable when the Booking was made.
Subject to the paragraph below and to the maximum extent permitted by law, CARZOO’s aggregate liability arising from its Platform and Booking-facilitation services in relation to a specific Booking shall not exceed the total CARZOO Fees paid for that Booking.
The limitation above does not reduce CARZOO’s obligation to account for or return Customer funds collected through the Platform that are not lawfully earned by CARZOO or payable to the relevant Rental Company.
Nothing in these Terms excludes or limits liability for fraud, willful misconduct, gross negligence, death or personal injury caused by a legally attributable act, or any liability, remedy or consumer right that cannot lawfully be excluded or limited under Lebanese law.
21. FORCE MAJEURE
Neither CARZOO nor, to the extent reflected in the applicable Booking Conditions, a Rental Company is responsible for delay or failure caused by circumstances beyond its reasonable control, including natural disaster, fire, epidemic, war, civil disorder, governmental restriction, border closure, widespread transport disruption, telecommunications or internet failure, cyberattack despite reasonable safeguards, utility outage, banking or payment-system disruption, or labor action not limited to its own workforce (“Force Majeure”).
The affected party must take reasonable steps to mitigate the effect. This Section does not exclude any refund or other rights that mandatory law requires in the circumstances.
22. PRIVACY AND PERSONAL DATA
CARZOO processes personal data to operate the Platform, create and administer accounts, facilitate Bookings and payments, share Booking details with the relevant Rental Company, provide support, prevent fraud, maintain security, comply with law and pursue legitimate business and legal purposes.
Data may include identity and contact information, Booking and rental details, driver information where required, payment-related information, communications, device and usage information, and records necessary to address complaints or legal obligations.
CARZOO may share necessary information with the relevant Rental Company, payment processors, hosting and technology providers, communications and support providers, professional advisers, insurers where relevant, and competent governmental or law-enforcement authorities where legally required.
CARZOO will process personal data in accordance with applicable Lebanese law and its Privacy Notice available at carzooapp.com/privacy. The Privacy Notice provides further information concerning the purposes and legal basis of processing, recipients, retention, security and available rights or requests.
Payment-card data may be processed directly by a payment provider and may not be stored by CARZOO.
23. COOKIES AND SIMILAR TECHNOLOGIES
CARZOO may use cookies and similar technologies to operate the Platform, maintain sessions, remember preferences, measure performance, prevent fraud and, where permitted, evaluate advertising. Where required by law, Users will be given appropriate information and choices concerning non-essential technologies. Further details should be set out in CARZOO’s Cookie Notice at carzooapp.com/cookies
24. ELECTRONIC COMMUNICATIONS AND RECORDS
By using the Platform or submitting a Booking, the Customer agrees to receive electronic communications necessary to administer the account and Booking, including confirmations, payment records, changes, cancellation notices, receipts, security alerts and support communications.
Operational communications are separate from marketing. Marketing communications will be sent only in accordance with applicable law and the Customer’s consent or preferences where required.
To the extent permitted by applicable law, electronic records, acceptance logs, timestamps, booking records, emails and messages maintained in the ordinary course of business may be used as evidence of the relevant transaction and communications.
25. INTELLECTUAL PROPERTY
The CARZOO name, logos, trademarks, Platform design, software, databases, workflows and original content are owned by or licensed to CARZOO. Rental Company names, marks, vehicle images and supplier content remain the property of their respective owners.
CARZOO grants each User a limited, personal, revocable, non-exclusive and non-transferable right to use the Platform for lawful vehicle search and Booking purposes in accordance with these Terms.
No User may copy, modify, distribute, frame, mirror, reverse engineer, scrape, create derivative works from or commercially exploit CARZOO’s technology, inventory compilation, pricing presentation or content without prior written permission, except to the extent such restriction is prohibited by mandatory law.
26. THIRD-PARTY SERVICES AND LINKS
The Platform may use or link to services operated by Rental Companies, payment providers, map providers, insurers, communications providers or other third parties. Their separate terms and privacy notices may apply. CARZOO is not responsible for an independent third party’s service except to the extent liability arises from CARZOO’s own breach and cannot lawfully be excluded.
27. PLATFORM AVAILABILITY, CHANGES AND SUSPENSION
CARZOO seeks to maintain reliable Platform access but does not guarantee uninterrupted, error-free or continuously available operation. Access may be interrupted for maintenance, updates, security, capacity, third-party failures or circumstances outside reasonable control.
CARZOO may modify, improve or discontinue Platform functions, if this does not improperly remove rights relating to an existing confirmed Booking.
CARZOO may restrict, suspend or terminate access where reasonably necessary because of suspected fraud, unlawful activity, security risk, abusive conduct, non-payment or material breach of these Terms. Where appropriate and reasonably possible, CARZOO will give notice and an opportunity to remedy.
28. CHANGES TO THESE TERMS
CARZOO may update these Terms to reflect legal, regulatory, security, technical or business changes. The updated version and effective date will be made available on the Platform.
Changes apply prospectively. The Terms accepted when an existing Booking was submitted will generally continue to govern that Booking unless a change is required by mandatory law, addressing an urgent security risk without materially reducing the Customer’s rights, or is expressly accepted by the Customer.
29. GOVERNING LAW, COMPLAINTS AND JURISDICTION
These Terms and the relationship between CARZOO and the User or Customer are governed by the laws of the Republic of Lebanon.
Before commencing proceedings, Customers are encouraged to contact CARZOO using the details below so that the parties may attempt to resolve the complaint promptly. This does not prevent a customer from exercising any mandatory right or seeking urgent judicial relief.
Any dispute arising from these Terms, use of the Platform or CARZOO’s Booking services shall be submitted to the competent Lebanese courts, subject to any mandatory consumer-protection or jurisdictional rule. Disputes concerning performance of the vehicle rental may also be governed by the dispute provisions of the applicable Rental Agreement.
30. GENERAL PROVISIONS
If a provision is invalid or unenforceable, it shall be modified or severed only to the minimum extent necessary, and the remaining provisions continue in effect.
A failure or delay by CARZOO to enforce a right is not a waiver. A waiver is effective only if made in writing for the specific matter concerned.
The Customer may not assign rights or obligations under these Terms without CARZOO’s prior written consent. CARZOO may transfer its rights and obligations to an affiliate, legal successor or purchaser of its Platform business, provided the transfer does not reduce any mandatory consumer right.
These Terms, together with the applicable Booking Conditions, Booking Confirmation and Rental Agreement, constitute the contractual framework described in Section 7. No oral statement modifies these documents unless confirmed in writing by an authorized party.
Headings are for convenience only. Words such as “including” do not limit the general wording that precedes them.
31. CARZOO COMPANY AND CONTACT INFORMATION
Platform operator: CARZOO S.A.R.L.
Commercial Registration: Beirut Commercial Register No. 2083036
Registered office: Sheile, Rue 113, Blue Zone, Kesrouane, Lebanon
Website: carzooapp.com
Email: help@carzooapp.com
Telephone / WhatsApp: +961 71 000438
Privacy enquiries: privacy@carzooapp.com
For Booking assistance, complaints or questions concerning these Terms, contact CARZOO using the details above and include the relevant Booking reference.
SUPPLIER TERMS & CONDITIONS
CARZOO S.A.R.L. — Supplier Partnership Terms
These Supplier Terms & Conditions ("Supplier Terms") govern the participation of independent vehicle-rental companies ("Suppliers") offering vehicles and related rental services through the CARZOO marketplace ("Platform"), operated by CARZOO S.A.R.L., a Lebanese limited liability company registered under Commercial Registration No. 2083036 ("CARZOO").
These Supplier Terms apply to Suppliers who have accepted them through the Platform's registration or onboarding process or otherwise agreed to be bound by them.
Certain Suppliers may also enter into separate written agreements with CARZOO. Where such agreements exist, they supplement these Supplier Terms and govern any additional or different provisions expressly agreed between the parties.
1. Nature of the Relationship
1.1 CARZOO operates an independent online marketplace enabling Customers to search, compare and book rental vehicles offered by participating Suppliers.
1.2 CARZOO acts as a booking intermediary and, where applicable, a limited payment-collection agent. CARZOO does not own, operate, maintain or rent the vehicles listed on the Platform.
1.3 Each Supplier remains an independent rental-service provider and is responsible for entering into the vehicle Rental Agreement directly with the Customer.
1.4 The relationship between CARZOO and the Supplier is non-exclusive. Nothing in these Supplier Terms creates an employment relationship, partnership, joint venture or franchise between the parties.
2. Supplier Eligibility and Compliance
2.1 Suppliers must be legally authorized to operate vehicle-rental businesses and maintain all registrations, licenses, permits and insurance required under applicable Lebanese law.
2.2 Suppliers are responsible for ensuring that all vehicles offered through the Platform are legally registered, appropriately insured, properly maintained, safe and roadworthy.
2.3 Suppliers must provide CARZOO with accurate business and licensing information and, upon reasonable request, supporting documentation demonstrating compliance with applicable legal and regulatory requirements.
2.4 CARZOO reserves the right to verify Supplier information and to suspend or remove Suppliers or listings that fail to meet applicable legal, safety or operational requirements.
3. Vehicle Listings, Pricing and Availability
3.1 Suppliers are responsible for providing accurate, complete and up-to-date information concerning their vehicles, rental prices, availability, pickup and return locations, operating hours, insurance coverage, deposits, mileage restrictions and other material rental conditions.
3.2 Suppliers must maintain accurate vehicle availability and promptly update or communicate any changes that may affect existing or future Bookings.
3.3 Rental Prices and mandatory charges must be clearly disclosed to Customers before a Booking is completed. Suppliers may not impose undisclosed mandatory charges or materially less favorable conditions at vehicle pickup.
3.4 Suppliers must honor confirmed Bookings at the prices and under the material conditions communicated to Customers during the booking process.
3.5 Suppliers authorize CARZOO to display, reproduce and use their vehicle descriptions, photographs, trademarks and other submitted content for the purpose of operating and promoting their rental offerings through the Platform.
4. Booking Confirmation and Rental Fulfillment
4.1 Bookings may be confirmed immediately or remain subject to Supplier acceptance, depending on the booking model applicable to the Supplier's account.
4.2 Once a Booking is confirmed, the Supplier must provide the reserved vehicle or an alternative accepted by the Customer, at the agreed pickup location and time.
4.3 If the reserved vehicle becomes unavailable, the Supplier must promptly notify CARZOO and cooperate in identifying an acceptable alternative without imposing additional undisclosed charges on the Customer.
4.4 The Supplier is responsible for vehicle handover, return, maintenance, insurance, roadside assistance, deposits, damage assessments, traffic-related charges and all other operational aspects of the rental service.
4.5 Suppliers must honor the cancellation policy selected in their CARZOO account and applicable to each Booking at the time it is completed.
5. Payments and Fees
5.1 CARZOO may charge Customers a separately disclosed service or booking fee ("CARZOO Fee") for facilitating reservations through the Platform.
5.2 Depending on the applicable payment arrangement, CARZOO may:
(a) Collect only the CARZOO Fee, while the Supplier collects the Rental Price and any applicable supplier-related charges directly from the Customer; or
(b) Collect the CARZOO Fee together with all or part of the Rental Price on behalf of the Supplier.
5.3 The applicable payment arrangement, amounts payable and payment timing shall be disclosed to the Customer during the booking process.
5.4 Where CARZOO collects the Rental Price on behalf of the Supplier, the Supplier authorizes CARZOO to act as its limited collection agent for the relevant Booking. Amounts collected on behalf of the Supplier shall be accounted for and settled in accordance with the applicable commercial arrangements.
5.5 Any commissions, settlement periods or other commercial obligations between CARZOO and the Supplier shall be governed by the arrangements separately agreed between the parties.
5.6 Suppliers remain responsible for their own tax obligations and for issuing any invoices or receipts required by applicable law in connection with the rental service.
6. Cancellations and Refunds
6.1 Selection of Cancellation Policy
Each Supplier must select one of the cancellation policies available through its CARZOO account. The selected policy shall apply to the Supplier's Bookings and shall be disclosed to Customers before they complete a Booking.
The available cancellation policies are:
(a) Non-Refundable: The Customer may cancel the Booking, but cancellation does not entitle the Customer to a refund, except where otherwise required by applicable law or these Terms.
(b) Free Cancellation up to 48 Hours Before Pickup: The Customer may cancel the Booking without penalty until 48 hours before the scheduled pickup time. Cancellations made after this deadline are non-refundable, except where otherwise required by applicable law or these Terms.
(c) Free Cancellation Anytime Before Pickup: The Customer may cancel the Booking without penalty at any time before the scheduled pickup time.
6.2 Application of the Selected Policy
The Supplier agrees to honor and apply the cancellation policy selected in its CARZOO account.
The policy applicable to a Booking shall be the policy disclosed to the Customer when the Booking is completed. Any subsequent change to the Supplier's selected cancellation policy shall apply only to future Bookings and shall not affect previously confirmed Bookings.
Suppliers may not impose additional cancellation charges or more restrictive cancellation conditions that were not disclosed to the Customer before the Booking was completed.
6.3 Refund of CARZOO Fees
Where a Customer cancels a Booking within the free-cancellation period permitted by the applicable policy, CARZOO shall refund 100% of the CARZOO Fees collected for that Booking.
Where a Customer cancels outside the permitted free-cancellation period, or where the Booking is non-refundable, CARZOO Fees shall remain non-refundable unless otherwise expressly agreed by CARZOO or required by applicable law.
6.4 Refund of Rental Payments
Where CARZOO collects only its own fees, the Supplier remains responsible for collecting the Rental Price and processing any applicable refunds of payments made directly to the Supplier.
Where CARZOO collects all or part of the Rental Price on behalf of the Supplier, CARZOO may process refunds or retain applicable cancellation charges in accordance with the selected cancellation policy, the Booking Conditions and applicable law.
The Supplier is responsible for honoring the cancellation and refund obligations arising from the policy selected in its CARZOO account.
6.5 Cancellation by the Supplier
Where a Supplier cancels a confirmed Booking or cannot provide the reserved vehicle for reasons not attributable to the Customer, the Supplier must promptly notify CARZOO and cooperate in identifying an acceptable alternative.
If the Customer does not accept an alternative, all amounts collected through CARZOO for the unavailable Booking, including CARZOO Fees and any Rental Price collected on behalf of the Supplier, shall be refunded.
Any rental payments made directly to the Supplier shall be refunded by the Supplier in accordance with applicable law and the Booking Conditions.
6.6 No-Shows, Early Returns and Unused Services
Unless otherwise expressly stated in the applicable Booking Conditions or required by law, a Customer's failure to collect the vehicle, early return or failure to use part of the rental period or optional services shall not automatically entitle the Customer to a refund.
7. Customer Service and Complaints
7.1 CARZOO may provide initial customer support concerning bookings, payments and use of the Platform.
7.2 Suppliers remain responsible for addressing matters relating to the rental service, including vehicle condition, pickup and return, insurance, accidents, deposits, damage claims and other operational issues.
7.3 Suppliers must respond promptly to reasonable requests from CARZOO for information or assistance concerning Customer complaints, booking disputes, refunds or service-related issues.
7.4 CARZOO and Suppliers shall cooperate in good faith to resolve Customer complaints fairly and in accordance with the applicable Booking Conditions and law.
8. Customer Data and Confidentiality
8.1 CARZOO and participating Suppliers must process Customer information lawfully and implement reasonable technical and organizational measures to protect personal data.
8.2 Customer information shared through the Platform may be used only for legitimate purposes connected with booking fulfillment, customer support, fraud prevention, legal compliance and other purposes permitted by applicable law.
8.3 Suppliers may not use Customer contact information obtained through CARZOO for unrelated marketing unless they have a valid legal basis and have complied with applicable data-protection requirements.
8.4 Commercially sensitive information exchanged between CARZOO and Suppliers shall be treated as confidential, except where disclosure is authorized, legally required or otherwise permitted under an applicable agreement.
9. Supplier Accountability and Platform Standards
9.1 Each Supplier is independently responsible for the rental services it provides, including vehicle safety, insurance, legal compliance, rental fulfillment and performance of its obligations under the Rental Agreement.
9.2 CARZOO is responsible for its own obligations as Platform operator and, where applicable, payment-collection intermediary.
9.3 CARZOO may suspend or remove a Supplier or its listings where it reasonably identifies serious safety concerns, inaccurate information, repeated booking failures, undisclosed charges, suspected fraud, legal non-compliance or other material risks to Customers or the Platform.
9.4 Suppliers must not encourage Customers to cancel or complete outside the Platform a transaction initiated through CARZOO for the purpose of avoiding applicable CARZOO Fees or other agreed charges.
9.5 Nothing in these Supplier Terms excludes or limits any responsibility that cannot lawfully be excluded under applicable law.
10. Governing Terms and Additional Agreements
10.1 These Supplier Terms establish the general contractual framework governing Suppliers participating in the CARZOO marketplace, provided they have been validly accepted by the Supplier.
10.2 Suppliers must comply with these Supplier Terms, the booking conditions applicable to their listings, the cancellation policy selected in their CARZOO account and applicable law.
10.3 Where CARZOO and a Supplier have entered into a separate written agreement, that agreement shall supplement these Supplier Terms and prevail in the event of any inconsistency concerning their contractual relationship, unless otherwise expressly agreed or prohibited by applicable law.
10.4 Where no separate written agreement exists, these Supplier Terms shall govern the Supplier's participation in the Platform, together with any additional commercial arrangements or operational conditions validly agreed between the parties.
10.5 Nothing in these Supplier Terms limits mandatory Customer rights or changes the cancellation and other material conditions disclosed to a Customer when a Booking was completed.
10.6 These Supplier Terms shall be governed by the laws of the Lebanese Republic, subject to any different valid arrangement expressly agreed in a separate written agreement.
For supplier-related inquiries, please contact legal@carzooapp.com.