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TERMS & CONDITIONS OF SERVICE

IMPORTANT LEGAL NOTICE — PLEASE READ CAREFULLY BEFORE USING THIS PLATFORM

These Terms and Conditions constitute a legally binding agreement between you and CarEjar Portal L.L.C S.O.C (Trade License No. 1593740), a limited liability company registered in the Emirate of Dubai, United Arab Emirates. By accessing or using the CarEjar platform (website, mobile application, or any associated service), you acknowledge that you have read, understood, and agreed to be bound by these Terms in their entirety.
IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST IMMEDIATELY CEASE ALL USE OF THE PLATFORM. YOUR CONTINUED USE CONSTITUTES IRREVOCABLE ACCEPTANCE OF ALL TERMS CONTAINED HEREIN.
CarEjar operates as a DIGITAL MARKETPLACE AND TECHNOLOGICAL INTERMEDIARY ONLY. CarEjar does NOT own, operate, or manage any vehicles. All rental agreements are solely between the User and the independent Rental Agency.

SECTION 1: DEFINITIONS AND INTERPRETATION

In these Terms and Conditions, the following definitions and rules of interpretation shall apply throughout the entire document and all schedules, annexures, and policies incorporated herein by reference:

1.1  Core Platform Definitions

1.1.1  “Platform” means the CarEjar digital marketplace, including without limitation the website at [www.carejar.com], the iOS application, the Android application, any API integrations, and all ancillary services, features, content, and tools made available by CarEjar from time to time.

1.1.2  “CarEjar” or “Company” means CarEjar Portal L.L.C S.O.C, a One Person Limited Liability Company incorporated under the laws of the Emirate of Dubai, bearing Trade License Number 1593740 issued by the Department of Economy and Tourism (DET), Dubai, UAE, having its registered address at P.O. Box 45195, Dubai, UAE

1.1.3  “User” or “Renter” means any natural person or legal entity who registers for and/or uses the Platform to search for, browse, request, or complete a vehicle rental booking. References to “you” and “your” in these Terms shall refer to the User.

1.1.4  “Agency” or “Rental Agency” means an independent, licensed car rental company that has entered into a separate Agency Agreement with CarEjar to list its vehicles on the Platform. The Agency is the sole principal in any Rental Agreement with the User. CarEjar is not, and shall not be deemed to be, a party to the Rental Agreement.

1.1.5  “Rental Agreement” means the separate, direct, legally binding contract formed exclusively between the User and the Agency upon booking confirmation, which governs the terms of the physical vehicle rental, including vehicle condition, insurance, pick-up, drop-off, and Agency-specific policies.

1.1.6  “Booking” means a confirmed reservation of a vehicle made by a User through the Platform, resulting in the formation of a Rental Agreement between the User and the Agency.

1.1.7  “Listing” means any vehicle rental advertisement posted on the Platform by an Agency, including photographs, descriptions, pricing, availability, and rental terms.

1.2  Payment & Financial Definitions

1.2.1  “Stripe” means Stripe Payments Europe Ltd and/or its affiliated entities (including Stripe Inc.), the third-party payment processing service provider engaged by CarEjar to process all payment transactions on the Platform.

1.2.2  “Payment Method” means any form of payment accepted on the Platform, including but not limited to credit cards (Visa, Mastercard, American Express), debit cards, Apple Pay, and Google Pay.

1.2.3  “Merchant Token” or “MPAN” (Merchant-Presented Account Number) means a reusable, tokenized digital representation of the User’s Payment Method created by the User’s card network (Visa, Mastercard, etc.) upon the User’s first transaction or explicit opt-in, which is stored securely by Stripe and used to process subsequent Merchant-Initiated Transactions without requiring re-entry of payment credentials.

1.2.4  “MIT” or “Merchant-Initiated Transaction” means a payment transaction initiated by CarEjar (as merchant), using a previously stored Merchant Token, WITHOUT requiring real-time action, authentication, or OTP from the User at the time of charge. Such transactions are authorized by the User’s prior express consent granted at the time of Booking under Clause 8 of these Terms.

1.2.5  “Off-Session Payment” means any MIT processed by CarEjar after the conclusion of the rental period, for amounts owed under these Terms including but not limited to Post-Rental Charges, without the User being actively present or connected to the Platform at the time of charge.

1.2.6  “Total Booking Amount” means the sum of the Base Rental Fee, Platform Service Fee, any applicable taxes, and any pre-authorized Additional Charges, as displayed and confirmed to the User at checkout.

1.2.7  “Security Deposit” means an amount pre-authorized (blocked but not charged) on the User’s Payment Method at the time of Booking as security for potential Post-Rental Charges, the quantum of which shall be displayed to the User prior to Booking confirmation.

1.2.8  “Platform Service Fee” means the fee charged by CarEjar to the User for use of the Platform, expressed as a percentage or fixed amount of the Base Rental Fee, as disclosed at checkout.

1.2.9  “Escrow” means the temporary holding of the Base Rental Fee (minus the Platform Service Fee) by CarEjar or its payment processor on behalf of the Agency, pending release upon the Agency’s confirmation of vehicle return and completion of the post-rental inspection.

1.3  Post-Rental Charge Definitions

1.3.1  “Post-Rental Charges” means any and all amounts legitimately owed by the User following the return of the vehicle, including without limitation: (a) Traffic Violation Charges; (b) Toll Charges; (c) Vehicle Damage Charges; (d) Fuel Shortage Charges; (e) Excessive Cleaning Charges; (f) Late Return Penalties; (g) Administrative Processing Fees; and (h) any other charge arising from the User’s conduct during the rental period.

1.3.2  “Traffic Violation Charges” means fines, penalties, and associated administrative fees issued by any competent UAE governmental authority (including but not limited to the Dubai Police, Abu Dhabi Police, Traffic and Licensing Department, and Roads and Transport Authority (RTA)) for traffic infractions committed using the rented vehicle during the rental period.

1.3.3  “Toll Charges” means fees incurred through electronic toll systems including but not limited to Salik (Dubai), Darbi (Abu Dhabi), and any other road toll infrastructure operating within the UAE.

1.3.4  “Vehicle Damage Charges” means amounts assessed by the Agency based on a pre-return and post-return vehicle inspection for damage, dents, scratches, mechanical faults, tyre damage, interior damage, or any other physical deterioration to the vehicle occurring during the rental period that is attributable to the User, beyond normal wear and tear.

1.3.5  “Post-Rental Charge Window” means the period of ninety (90) calendar days from the date and time of vehicle return within which Post-Rental Charges may be initiated against the User’s stored Payment Method.

1.4  User Classifications

1.4.1  “Guest User” means any individual who accesses the Platform without creating a registered account.

1.4.2  “Registered User” means any individual or entity that has completed the registration process on the Platform, created an account, and is subject to the full terms herein.

1.4.3  “Verified User” means a Registered User who has successfully completed CarEjar’s identity verification process, including submission and approval of a valid UAE driving licence or international driving permit, and government-issued identification.

1.5  Interpretation Rules

1.5.1  The singular includes the plural and vice versa; references to a gender include all genders.

1.5.2  References to any law, regulation, or statutory provision include references to any amendment, re-enactment, or replacement thereof.

1.5.3  Clause headings are for convenience only and shall not affect interpretation.

1.5.4  The word ‘including’ shall be construed as ‘including without limitation.’

1.5.5  In the event of any inconsistency between these Terms and any other document on the Platform, these Terms shall prevail unless explicitly stated otherwise in writing by CarEjar.

SECTION 2: NATURE OF SERVICE, PLATFORM ROLE & LIMITATION OF LIABILITY

2.1  CarEjar as a Digital Marketplace Intermediary

The User acknowledges, agrees, and unconditionally accepts that CarEjar operates exclusively as a digital marketplace, technological intermediary, and facilitator of connections between independent, licensed Rental Agencies and Users. CarEjar’s role is strictly limited to:

  • Providing the Platform infrastructure for Agencies to list vehicles and Users to discover, compare, and book rental vehicles;
  • Processing payments on behalf of Agencies and Users in its capacity as a payment collection agent;
  • Facilitating the formation of Rental Agreements between Users and Agencies;
  • Acting as an escrow agent for the temporary holding of rental funds pending completion of the rental transaction; and
  • Providing customer support as a communications conduit between Users and Agencies.

2.2  CarEjar is NOT a Rental Company

CarEjar does NOT, under any circumstances:

  • Own, lease, possess, operate, manage, or control any vehicles listed on the Platform;
  • Employ, supervise, or direct any Agency personnel, drivers, or representatives;
  • Guarantee the condition, roadworthiness, safety compliance, cleanliness, or suitability of any vehicle;
  • Make representations as to the accuracy, completeness, or reliability of any Listing;
  • Warrant the availability of any listed vehicle at time of Booking; or
  • Accept liability for any acts, omissions, negligence, fraud, or wilful misconduct of any Agency.

2.3  Limitation of CarEjar’s Liability

TO THE FULLEST EXTENT PERMITTED BY THE LAWS OF THE EMIRATE OF DUBAI AND THE FEDERAL LAWS OF THE UNITED ARAB EMIRATES, INCLUDING FEDERAL DECREE-LAW NO. 45 OF 2021 (PERSONAL DATA PROTECTION LAW), FEDERAL DECREE-LAW NO. 34 OF 2021 (CYBERCRIMES LAW), AND APPLICABLE CONSUMER PROTECTION LAWS (FEDERAL LAW NO. 15 OF 2020):

2.3.1  CarEjar’s total aggregate liability to any User, whether arising in contract, tort, negligence, breach of statutory duty, or otherwise, shall not exceed the Platform Service Fee paid by the User in respect of the specific Booking giving rise to the claim.

2.3.2  CarEjar shall NOT be liable for: (a) personal injury, bodily harm, or death arising from use of a rented vehicle; (b) damage to or loss of the rented vehicle; (c) traffic accidents, collisions, or road incidents; (d) mechanical failures or maintenance defects; (e) loss of personal property left in a vehicle; (f) delay or cancellation by an Agency; (g) Agency’s failure to honor a Booking; (h) loss of income, business, profits, or opportunity; (i) indirect, consequential, punitive, special, or exemplary damages of any nature.

2.3.3  All responsibility for the physical vehicle, its condition, safety compliance, insurance coverage, and all obligations arising from the Rental Agreement rests solely and exclusively with the Agency and its designated insurer.

2.3.4  Nothing in this Clause 2.3 shall be construed to exclude or limit CarEjar’s liability for death or personal injury caused by CarEjar’s own gross negligence or wilful misconduct, or for fraud or fraudulent misrepresentation by CarEjar, to the extent that applicable UAE law does not permit such exclusion.

SECTION 3: USER REGISTRATION, ELIGIBILITY & ACCOUNT OBLIGATIONS

3.1  Eligibility Requirements

To register and use the Platform, a User must at all times satisfy ALL of the following eligibility requirements:

3.1.1  Be at least twenty-one (21) years of age (or such higher minimum age as required by applicable UAE law or the relevant Agency’s policies), and hold a valid driving licence;

3.1.2  Possess a valid UAE driving licence (for UAE residents) or a valid International Driving Permit (IDP) accompanied by a valid driving licence from the User’s home country (for non-residents and tourists), recognised in accordance with UAE Federal Traffic Law No. 21 of 1995;

3.1.3  Hold a valid passport or UAE Emirates ID;

3.1.4  Possess a valid, active Payment Method capable of processing electronic transactions and tokenization;

3.1.5  Not be banned, suspended, or subject to any restriction on using car rental services in the UAE; and

3.1.6  Have full legal capacity to enter into a binding contract under applicable UAE law.

3.2  Registration & Verification Process

3.2.1  Users must provide accurate, complete, and current information during registration. CarEjar reserves the right to reject any application for registration at its sole and absolute discretion.

3.2.2  Users must complete CarEjar’s Know-Your-Customer (KYC) verification process prior to making their first Booking. Incomplete KYC shall result in Booking requests being declined.

3.2.3  Users consent to CarEjar verifying the information provided against applicable UAE government databases or third-party verification services, in compliance with UAE Anti-Money Laundering regulations (UAE Federal Decree-Law No. 20 of 2018 on Anti-Money Laundering and Combating the Financing of Terrorism and Illegal Organisations).

3.3  Account Obligations

3.3.1  Users are solely responsible for maintaining the confidentiality and security of their account credentials. Users must immediately notify CarEjar at [help@carejar.com] of any suspected unauthorised access to or use of their account.

3.3.2  Users shall not share account access with any third party, permit any third party to use the account for bookings, or transfer the account to any other person.

3.3.3  Users are fully liable for all activity conducted through their account, whether or not authorised by them, unless CarEjar receives timely written notice of unauthorised access.

3.3.4  CarEjar reserves the right to suspend or permanently terminate any account for breach of these Terms, fraudulent activity, suspicious behaviour, or as required by applicable UAE law enforcement authorities.

SECTION 4: BOOKING PROCESS, CONFIRMATION & AGENCY OBLIGATIONS

4.1  Booking Procedure

The booking process on the Platform shall proceed as follows:

4.1.1  Search & Discovery: The User searches for available vehicles by location, date, category, and preferences.

4.1.2  Listing Review: The User reviews the Listing, including vehicle details, rental price, Agency terms, cancellation policy, mileage limits, fuel policy, and additional charges.

4.1.3  Booking Request: The User submits a Booking request, which constitutes an offer to rent the vehicle from the Agency subject to these Terms and the Rental Agreement.

4.1.4  Payment Pre-Authorisation: Simultaneously with the Booking request, CarEjar pre-authorises the Total Booking Amount and the Security Deposit on the User’s Payment Method. Pre-authorisation is NOT a charge but a temporary hold.

4.1.5  Agency Confirmation & Payment Capture: Upon the Agency’s acceptance of the Booking, a binding Rental Agreement is formed between the User and the Agency. CarEjar confirms the Booking to the User via email and in-app notification and captures the Total Booking Amount at this point. Where CarEjar implements a delivery confirmation step, payment capture may alternatively be triggered when the User confirms vehicle delivery via a One-Time Password (OTP) or equivalent in-app confirmation mechanism. In all cases, the User shall be notified of the applicable capture trigger prior to Booking confirmation. The proforma invoice issued at Booking confirmation shall reflect the status as ‘AUTHORIZED — HOLD (Not Captured)’ until the capture event occurs.

4.1.6  Escrow: The Base Rental Fee (minus the Platform Service Fee) is held in escrow by CarEjar/Stripe pending completion of the rental and post-rental inspection.

4.1.7  Invoice Issuance: Upon Booking confirmation, CarEjar shall issue the User a Proforma Invoice marked ‘AUTHORIZED — HOLD (NOT CAPTURED)’ reflecting the pre-authorised amount. This Proforma Invoice is not a UAE tax invoice. A final tax invoice shall be issued upon capture of the payment (i.e., upon the capture trigger identified in Clause 4.1.5). All tax invoices issued by CarEjar shall display CarEjar’s UAE Federal Tax Authority Tax Registration Number (TRN) in compliance with Federal Decree-Law No. 8 of 2017 on Value Added Tax and UAE Federal Tax Authority requirements. Until CarEjar’s TRN is obtained, invoices shall display the Agency’s TRN where the Agency is VAT-registered and the charge is the Agency’s rental revenue.

4.2  Escrow and Fund Release Obligations

CarEjar commits to the following escrow obligations in compliance with best practices and applicable UAE commercial law:

4.2.1  Upon Booking confirmation, the Base Rental Fee shall be held in a segregated escrow account (or sub-account within Stripe’s infrastructure) and shall NOT be commingled with CarEjar’s own operating funds.

4.2.2  The Base Rental Fee shall be released to the Agency within five (5) business days of the vehicle’s confirmed return by the User AND the Agency’s completion of the post-return inspection, whichever is later.

4.2.3  In the event the Agency identifies Post-Rental Charges during the inspection, CarEjar shall withhold from the escrow release an amount equivalent to the reasonably estimated Post-Rental Charges, pending resolution.

4.2.4  The Security Deposit pre-authorisation shall be released within (15) business days of vehicle return and successful completion of inspection, provided no Post-Rental Charges are identified. The Security Deposit amount shall be disclosed to the User on the Proforma Invoice and in the Booking confirmation email prior to or at the time of Booking confirmation. The Security Deposit is a pre-authorised hold only and is NOT a charge to the User’s Payment Method.

4.2.5  In the event of a Booking cancellation before vehicle pick-up, funds shall be released in accordance with the applicable cancellation policy set forth in Clause 6.

4.2.6  CarEjar shall provide the User and the Agency with a digital transaction record via email and the Platform, detailing all escrow movements, charges, and releases.

4.2.7  CarEjar shall not deduct any amounts from escrow other than the Platform Service Fee, any applicable taxes, and amounts corresponding to confirmed Post-Rental Charges supported by adequate digital evidence as set forth in Clause 9.

4.3  Agency Obligations to Users (via Platform)

CarEjar requires all Agencies, as a condition of listing on the Platform, to comply with the following obligations. However, CarEjar’s enforcement of Agency obligations is through contractual means only, and CarEjar does not guarantee Agency compliance:

4.3.1  All listed vehicles must be roadworthy, validly registered, and insured under a comprehensive insurance policy valid in all seven Emirates of the UAE, in compliance with UAE Federal Traffic Law No. 21 of 1995 and Motor Vehicle Law;

4.3.2  All Listings must be accurate, up-to-date, and non-misleading;

4.3.3  All Agencies must conduct a documented pre-rental inspection and share photographic evidence with the User prior to key handover;

4.3.4  All Agencies must provide the User with a copy of the Rental Agreement prior to vehicle handover.

SECTION 5: PAYMENT TERMS, STRIPE PROCESSING & MERCHANT TOKENISATION

5.1  General Payment Terms

5.1.1  All payments on the Platform shall be processed in UAE Dirhams (AED) unless otherwise specified.

5.1.2  By submitting a Booking request, the User authorises CarEjar to charge the User’s Payment Method for the Total Booking Amount.

5.1.3  CarEjar uses Stripe as its payment processing infrastructure. Stripe’s services are subject to Stripe’s own terms of service, available at www.stripe.com/legal. By using the Platform, the User also agrees to be bound by Stripe’s terms to the extent applicable.

5.1.4  CarEjar does not store full card numbers or CVV codes. All payment credentials are tokenised and stored securely by Stripe in compliance with PCI-DSS (Payment Card Industry Data Security Standard) requirements.

5.1.5  Platform Service Fee Terminology: On all customer-facing documents (including but not limited to invoices, booking confirmations, receipts, and in-app displays), CarEjar’s fee shall be described as the ‘Platform Service Fee’. Internal commercial terminology such as ‘Commission’ — which refers to CarEjar’s fee as agreed with the Agency in the Agency Agreement — shall not appear on any customer-facing document. The Platform Service Fee is non-refundable upon confirmed Booking, except in cases of Agency cancellation under Clause 6.2.

5.1.6  CarEjar’s Role as Payment Agent: CarEjar collects payments from Users in its capacity as payment collection agent and escrow holder on behalf of the Agency. CarEjar is not ‘merely a technical facilitator’ — it holds payment obligations, manages escrow, and initiates Merchant-Initiated Transactions (MIT) on its own authority pursuant to this Agreement and the MIT mandate granted by the User under Clause 5.2. All customer-facing communications shall describe CarEjar’s role as ‘payment collection agent and escrow holder’, not as a ‘technical facilitator’.

5.2  Merchant Token Authorisation & Merchant-Initiated Transactions (MIT)

THIS CLAUSE IS OF CRITICAL IMPORTANCE. BY COMPLETING A BOOKING ON THE PLATFORM, THE USER GRANTS CAREJAR THE FOLLOWING SPECIFIC PAYMENT AUTHORISATIONS. PLEASE READ CAREFULLY.

PAYMENT AUTHORISATION — MERCHANT TOKEN CONSENT

By completing a Booking, you (the User) EXPLICITLY and IRREVOCABLY authorise CarEjar and its payment processor (Stripe) to:

(a) STORE your Payment Method credentials in the form of a Merchant Token (MPAN/Reusable Token) for the duration of your account lifetime or until you withdraw consent as provided herein;

(b) INITIATE Merchant-Initiated Transactions (MIT) against your stored Payment Method WITHOUT requiring your real-time presence, action, authentication (OTP), or 3D Secure verification at the time of such charge;

(c) PROCESS Off-Session Payments for Post-Rental Charges arising from any Booking, using the stored Merchant Token, within the Post-Rental Charge Window.

This authorisation constitutes a standing payment mandate under applicable payment card network rules (Visa MIT Framework, Mastercard Merchant-Initiated Transaction Framework) and UAE payment regulations.

5.2.1  Technical Mechanism: Upon the User’s first successful payment on the Platform (or explicit opt-in during onboarding), the User’s card network creates a Merchant Token (Network Token / MPAN) linked to the User’s underlying card account. This token follows the card account, not the physical card, meaning:

  • The token remains valid and chargeable even if the User’s physical card is renewed, replaced, or re-issued by their bank;
  • The token remains valid even if the card number changes (e.g., due to fraud replacement), as long as the underlying account is active;
  • The token can process payments in the User’s absence (off-session), without OTP or 3D Secure prompts, pursuant to the User’s prior authorisation under these Terms.

5.2.2  Scope of MIT Authorisation: The User’s MIT authorisation covers all Post-Rental Charges arising from any Booking made using the account, without limitation to a specific Booking, provided such charges fall within the Post-Rental Charge Window and are supported by digital evidence as required under Clause 9.

5.2.3  Apple Pay & Google Pay Tokenisation: Where the User’s Payment Method is registered via Apple Pay (Apple’s Secure Element token) or Google Pay (Google’s Host Card Emulation token), CarEjar and Stripe will additionally obtain and store a Stripe-level Network Token mapped to the underlying card account, enabling MIT processing independently of the User’s device or digital wallet being active. The User’s authorisation under this Clause covers all such token types.

5.2.4  Chargeback Waiver for Authorised MIT: The User expressly WAIVES their right to initiate a chargeback, card dispute, or reversal with their bank or card issuer for any Off-Session Payment processed by CarEjar in compliance with these Terms, to the maximum extent permitted under applicable payment card network rules and UAE law. The User acknowledges that Off-Session charges are covered by this pre-authorised agreement and are NOT “unauthorised transactions” within the meaning of UAE Central Bank regulations or card network chargeback rules.

5.2.5  Notification of MIT Charges — Pre-Charge Review Period: Prior to initiating any MIT Off-Session charge (except Security Deposit captures, which may be executed immediately), CarEjar shall dispatch a notification to the User via registered email and in-app push notification. This notification shall include: (a) the nature and amount of the charge; (b) the Booking reference; (c) supporting digital evidence in accordance with Section 9; and (d) the User’s right to dispute the charge under Clause 10. CarEjar shall observe a mandatory twenty-four (24) hour review period from dispatch of this notification before initiating the MIT charge, giving the User time to review and, if warranted, submit a dispute. CarEjar shall retain proof of notification dispatch as part of its chargeback defence records.

5.3  Failed Payments & Retry Policy

5.3.1  In the event of a failed MIT (due to insufficient funds, card decline, or technical failure), CarEjar shall: (a) notify the User immediately by email and in-app notification; (b) retry the transaction up to three (3) times over a period of fourteen (14) calendar days; (c) provide the User with the opportunity to update their Payment Method during the retry period.

5.3.2  Persistent failure to settle outstanding Post-Rental Charges following three (3) retry attempts shall entitle CarEjar to: (a) suspend the User’s account; (b) report the debt to its Agencies; (c) pursue recovery through applicable UAE civil and commercial courts; and (d) engage a licensed debt collection service.

5.3.3  Late payment interest may be charged on overdue Post-Rental Charges at the rate of 5% per annum, calculated from the date of the original charge attempt, in compliance with UAE Federal Law.

5.4  MIT Consent Notice on Booking Communications

To support CarEjar’s chargeback defense and to ensure informed consent at the transaction level, CarEjar shall include a summary MIT consent notice on all of the following customer-facing booking communications:

5.4.1  Proforma Invoice: Every proforma invoice issued to a User shall include a notice in the following (or materially equivalent) terms: ‘By confirming this Booking, you have authorised CarEjar Portal L.L.C S.O.C (TL No. 1593740) to store your payment credentials as a Merchant Token and to initiate post-rental charges within 90 days of vehicle return pursuant to CarEjar Platform Terms & Conditions v1.1, Section 5 and Schedule 1. See: www.carejar.com/legal/platform-terms.’

5.4.2  Booking Confirmation Email: Every booking confirmation email sent to a User shall include a notice referencing Section 5 and Schedule 1 of these Terms, explaining that CarEjar may initiate off-session post-rental charges via the User’s stored card within 90 days of vehicle return without requiring further OTP or authentication.

5.4.3  In-App Booking Summary: The in-app booking confirmation screen shall include a prominent link to Schedule 1 (MIT Standing Payment Mandate) and a summary of Post-Rental Charge categories.

5.4.4  The inclusion of the MIT consent notice on these communications constitutes additional evidence of the User’s informed consent and shall be retained by CarEjar as part of its chargeback response records for each Booking.

SECTION 6: CANCELLATION, MODIFICATION & REFUND POLICY

6.1 User Cancellation

6.1.1  Free Cancellation Window: The User may cancel a confirmed Booking free of charge within forty-eight (48) hours of Booking confirmation, provided the rental pick-up date is more than seventy-two (72) hours from the time of cancellation.

6.1.2  Standard Cancellation (48+ hours before pick-up): Cancellation more than forty-eight (48) hours before the scheduled pick-up time shall entitle the User to a refund of the Base Rental Fee, less the Platform Service Fee (which is non-refundable).

6.1.3  Late Cancellation (24-48 hours before pick-up): Cancellation between twenty-four (24) and forty-eight (48) hours before the scheduled pick-up time shall entitled the User to a refund of fifty percent (50%) of the Base Rental Fee, less the Platform Service Fee.

6.1.4  Last-Minute Cancellation (less than 24 hours before pick-up): No refund shall be payable for cancellations made less than twenty-four (24) hours before the scheduled pick-up time.

6.1.5  No-Show: If the User fails to appear for the scheduled pick-up without prior notice, the full Total Booking Amount shall be forfeited and no refund shall be due.

6.2 Agency Cancellation

6.2.1  In the event that an Agency cancels a confirmed Booking for any reason, CarEjar shall: (a) notify the User immediately; (b) provide a full refund of the Total Booking Amount, including the Platform Service Fee, within five (5) business days; and (c) use commercially reasonable efforts to identify an alternative vehicle of equal or superior quality.

6.2.2  Repeated cancellations by an Agency shall entitle CarEjar to suspend or remove the Agency from the Platform without notice.

6.3 Refund Processing

All refunds shall be processed to the original Payment Method used for the Booking. Refund processing times are subject to the User’s card issuer or payment provider policies and may take three (3) to ten (10) business days from CarEjar’s initiation of the refund.

6.4 Cancellation Policy Disclosure in Booking Communications

In compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (which require disclosure of cancellation and return policies at or before the point of purchase), CarEjar shall include a summary of the applicable cancellation policy set out in Clause 6.1 in all of the following:

6.4.1  Every Proforma Invoice issued to a User shall include a cancellation policy summary table showing all refund tiers applicable to that Booking, including whether the Booking qualifies as a standard Booking or a Last-Minute Booking where applicable.

6.4.2  Every Booking confirmation email sent to a User shall include a cancellation policy summary, with a direct link to the full cancellation policy on the Platform.

6.4.3  The cancellation policy applicable to a Booking shall be determined by reference to the time elapsed between the Booking confirmation time and the scheduled pick-up time, both expressed in UAE Standard Time (UTC+4). CarEjar shall calculate and state in the Booking confirmation whether the Booking is within the free cancellation window.

SECTION 7: USER OBLIGATIONS, CONDUCT & PROHIBITED USE

7.1  User Obligations During Rental Period

The User agrees and warrants that during the entire rental period, they shall:

7.1.1  Operate the vehicle lawfully and in strict compliance with all applicable UAE Federal and Emirate-level traffic laws, including Federal Traffic Law No. 21 of 1995 and its amendments, and the Road Transport Authority (RTA) regulations;

7.1.2  Hold and maintain a valid, unexpired driving licence appropriate for the category of vehicle rented;

7.1.3  Not drive under the influence of alcohol, narcotics, or any substance that impairs driving ability, as prohibited by UAE Federal Penal Code (Federal Law No. 3 of 1987 as amended, and Federal Decree-Law No. 31 of 2021);

7.1.4  Not permit any unauthorised third party (i.e., any person not named in the Rental Agreement as an additional driver) to operate the vehicle;

7.1.5  Return the vehicle to the agreed location at the agreed time, in the same condition as received (subject to normal wear and tear), with the same fuel level, and with all original documents and accessories;

7.1.6  Report any accident, collision, damage, or breakdown to the Agency and CarEjar immediately and in accordance with UAE insurance reporting requirements;

7.1.7  Not use the vehicle for any illegal purpose, commercial use not permitted under the Rental Agreement, off-road driving, racing, or in any manner that voids the vehicle’s insurance;

7.1.8  Comply with all Agency-specific rules communicated in the Rental Agreement; and

7.1.9  Settle all toll charges (including Salik and Darbi) promptly, acknowledging that unpaid tolls will be recovered as Post-Rental Charges under Clause 8.

7.2  Prohibited Activities on the Platform

The following activities are strictly prohibited on the Platform and may result in immediate account termination and referral to UAE law enforcement authorities:

7.2.1  Providing false, misleading, or fraudulent information during registration or Booking;

7.2.2  Using stolen, unauthorised, or fraudulently obtained Payment Methods;

7.2.3  Initiating unjustified chargebacks or card disputes against CarEjar for charges authorised under these Terms;

7.2.4  Manipulating or attempting to circumvent the Platform’s review, rating, or verification systems;

7.2.5  Attempting to contact or transact directly with Agencies outside the Platform to avoid Platform fees; and

7.2.6  Any activity constituting an offence under UAE Federal Decree-Law No. 34 of 2021 on Combating Rumours and Cybercrimes, including hacking, fraud, impersonation, or phishing.

SECTION 8: POST-RENTAL CHARGES, OFF-SESSION PAYMENTS & DEDUCTION PROTOCOL

BINDING CONSENT — POST-RENTAL OFF-SESSION PAYMENT AUTHORISATION

BY COMPLETING ANY BOOKING ON THE CAREJAR PLATFORM, THE USER PROVIDES EXPRESS, INFORMED, AND IRREVOCABLE CONSENT FOR CAREJAR TO:

(a) Initiate Off-Session MIT payments against the User’s stored Merchant Token/MPAN for all Post-Rental Charges arising within the 90-day Post-Rental Charge Window;

(b) Process such payments WITHOUT requiring OTP, 3D Secure authentication, or real-time approval from the User;

(c) Charge the User for traffic fines, toll fees, vehicle damage, fuel shortages, cleaning charges, and administrative fees as detailed in Clause 8.2;

The User WAIVES any right to dispute such charges as ‘unauthorised’ under card network chargeback rules, provided CarEjar complies with the evidence and notification requirements under Clauses 8.3 and 9.

8.1  Categories of Post-Rental Charges

CarEjar is authorised to initiate Off-Session Payments for the following categories of Post-Rental Charges, subject to the conditions and evidence requirements set out in this Section:

8.1.1  Traffic Violation Charges

  • All fines issued by any UAE governmental authority for traffic infractions (speeding, running red lights, illegal parking, improper lane use, using a mobile phone while driving, etc.) committed using the rented vehicle during the rental period;
  • All associated administrative processing fees charged by the issuing authority or by the Agency for violation management;
  • Fines detected via the UAE’s integrated camera enforcement systems (Saher system, RTA smart cameras, Abu Dhabi Smart Solutions) shall be included regardless of when the fine is formally registered in the government system, provided the infraction date falls within the rental period;
  • CarEjar shall charge an Administrative Processing Fee of AED [X] per traffic violation for processing and recovery services.

8.1.2  Toll Charges

  • All Salik (Dubai) toll charges incurred during the rental period, as recorded by RTA’s electronic toll collection system;
  • All Darbi (Abu Dhabi) toll charges incurred during the rental period, as recorded by Integrated Transport Centre (ITC) systems;
  • All other electronic toll charges incurred on roads within any Emirate of the UAE during the rental period;
  • An administrative processing fee of AED [X] per toll transaction shall apply for recovery and reconciliation services.

8.1.3  Vehicle Damage Charges

  • All charges for damage, dents, scratches, broken glass, tyre damage, interior stains, burns, tears, mechanical damage, or any other physical deterioration to the vehicle occurring during the rental period and attributable to the User;
  • Damage charges shall be assessed by the Agency based on a comparative inspection report using pre-rental and post-rental photographic evidence;
  • Where the vehicle damage exceeds the Security Deposit, the excess amount shall be charged as a Post-Rental Charge via MIT;
  • The User may submit a written dispute of damage charges within forty-eight (48) hours of receiving the charge notification and evidence, in accordance with Clause 10.

8.1.4  Fuel Shortage Charges

  • Where the User returns the vehicle with a fuel level below the level recorded at pick-up (as evidenced in the pre-rental inspection report), the Agency is entitled to charge the cost of refuelling at commercial pump prices plus an AED [X] refuelling service fee.

8.1.5  Excessive Cleaning Charges

  • Where the vehicle is returned in a condition requiring cleaning beyond normal use (including but not limited to: animal soiling, food waste, vomit, smoking residue, mud, sand accumulation, or hazardous material contamination), the Agency is entitled to charge the actual cost of professional cleaning, evidenced by an invoice or receipt.

8.1.6  Late Return Penalties

  • Where the User returns the vehicle more than one (1) hour after the agreed return time without prior written extension approval from the Agency (via the Platform), a late return penalty equal to one (1) full day’s rental rate shall be charged for each additional day or part thereof of delay.

8.1.7  Administrative Fees

  • CarEjar reserves the right to charge a reasonable administrative fee for processing Post-Rental Charge claims, as disclosed in the Platform’s Fee Schedule.

8.2  Post-Rental Charge Window

8.2.1  All Post-Rental Charges must be initiated within ninety (90) calendar days from the date and time of vehicle return (‘Post-Rental Charge Window’).

8.2.2  CarEjar shall use commercially reasonable efforts to process all known Post-Rental Charges as promptly as possible. However, where charges arise from government-issued fines (traffic violations, toll charges), the timing of initiation shall be dictated by the date on which the relevant government authority registers and discloses the fine, provided the infraction date falls within the rental period and the fine is registered within the Post-Rental Charge Window.

8.2.3  Upon expiry of the Post-Rental Charge Window, no further charges may be initiated against the User’s stored Payment Method in connection with the relevant Booking, except in cases of fraud or wilful concealment by the User, in which case CarEjar reserves the right to pursue recovery through applicable UAE courts without limitation.

8.3  Notification & Transparency Obligations

8.3.1  Prior to initiating any Post-Rental Charge, CarEjar shall provide the User with a digital notification via registered email and in-app push notification, including: (a) the nature and amount of the charge; (b) the Booking reference number; (c) supporting digital evidence as set out in Clause 9; and (d) the User’s right to dispute the charge as set out in Clause 10.

8.3.2  CarEjar shall not initiate a Post-Rental Charge less than twenty-four (24) hours after the dispatch of the notification under Clause 8.3.1 (the ‘Review Period’), EXCEPT where the charge corresponds to a pre-authorised Security Deposit capture, which may be captured immediately.

8.3.3  The User acknowledges that the absence of a secondary authentication request (OTP, 3D Secure) at the time of an Off-Session MIT charge is not grounds for disputing the charge, as such charges are expressly covered by the pre-authorised MIT mandate granted under Clause 5.2.

SECTION 9: DIGITAL EVIDENCE PROTOCOL & DOCUMENTATION STANDARDS

9.1  CarEjar’s Evidence Obligations

CarEjar commits to the following evidence standards for all Post-Rental Charges, reflecting best practice in digital marketplace dispute management and compliance with UAE consumer protection law (Federal Law No. 15 of 2020):

9.1.1  Traffic Violations — Required Evidence

  • Official government fine notice (PDF or verified digital copy) issued by the relevant UAE authority (Dubai Police, Abu Dhabi Police, RTA, etc.);
  • Fine reference number and official fine amount;
  • Infraction date confirming the offence occurred during the User’s rental period;
  • Vehicle registration plate number matching the rented vehicle;
  • Rental Agreement dates confirming User’s custody of the vehicle at the time of infraction.

9.1.2  Toll Charges — Required Evidence

  • Official Salik/Darbi transaction statement or electronic receipt;
  • Transaction date and time confirming tolls occurred during the rental period;
  • Vehicle transponder ID or registration plate matching the rented vehicle.

9.1.3  Vehicle Damage — Required Evidence

  • Time-stamped pre-rental inspection photographs taken before key handover to the User;
  • Time-stamped post-rental inspection photographs taken immediately upon vehicle return;
  • Completed Condition Report signed (digitally or physically) by Agency representative;
  • Repair invoice or official damage assessment from a licensed UAE repair facility; and
  • Where available, CCTV or in-car camera footage.

9.1.4  Fuel & Cleaning — Required Evidence

  • Pre-rental fuel gauge photograph and post-rental fuel gauge photograph;
  • Pre-rental and post-rental interior/exterior cleanliness photographs;
  • Professional cleaning invoice from a licensed cleaning service, where applicable.

9.2  Evidence Storage & Retention

9.2.1  All digital evidence collected in connection with a Booking shall be retained by CarEjar and/or the Agency for a minimum period of three (3) years from the Booking date, in compliance with UAE commercial record-keeping requirements under Federal Commercial Transactions Law.

9.2.2  Evidence shall be stored securely using industry-standard encryption and shall be accessible to the User upon request through the Platform’s dispute mechanism.

SECTION 10: DISPUTE RESOLUTION, CHARGEBACK POLICY & ESCALATION

10.1  Internal Dispute Resolution

10.1.1 Any User who wishes to dispute a Post-Rental Charge must submit a written dispute via the Platform’s designated dispute portal or by emailing [help@carejar.com] within forty-eight (48) hours of receiving the charge notification under Clause 8.3.1.

10.1.2 The dispute submission must include: (a) the Booking reference number; (b) the disputed charge amount; (c) the nature of the dispute; and (d) any supporting evidence the User wishes to submit (photographs, documentation, third-party statements).

10.1.3 CarEjar shall acknowledge receipt of the dispute within twenty-four (24) hours and shall provide a substantive written response within five (5) business days.

10.1.4 CarEjar’s dispute resolution team shall assess the dispute fairly and objectively, considering evidence submitted by both the User and the Agency. CarEjar’s decision shall be final and binding in respect of the Platform’s internal process, subject to the User’s right to escalate to formal legal proceedings.

10.2  Chargeback Policy & Bank Dispute Procedure

10.2.1 The User is advised that initiating a chargeback with their card issuer for any charge that is legitimately authorised under these Terms (including MIT Off-Session charges) shall constitute a breach of these Terms.

10.2.2 In the event of an unjustified chargeback, CarEjar reserves the right to: (a) provide the card network with full documentation evidencing the User’s prior MIT authorisation, booking records, and evidence of the charge; (b) seek recovery of the chargedback amount plus any chargeback fees incurred; (c) suspend or terminate the User’s account; and (d) blacklist the User from future Platform access.

10.2.3 Nothing in Clause 10.2.1 or 10.2.2 prevents the User from exercising their legitimate rights under UAE Consumer Protection Law (Federal Law No. 15 of 2020) or UAE Central Bank regulations in cases of genuine fraud, unauthorised charges, or CarEjar’s material non-compliance with these Terms.

10.3  Mediation & Formal Dispute Resolution

10.3.1 Prior to commencing formal legal proceedings, the parties agree to attempt resolution through good-faith negotiation for a period of thirty (30) calendar days from written notice of the dispute.

10.3.2 If negotiation fails, disputes may be referred to the Dubai Centre for Commercial Conciliation and Arbitration (DCCCA) for mediation under its Rules, before escalation to formal litigation.

10.3.3 Consumer Users may also refer complaints to the Consumer Protection Department of the Dubai Department of Economy and Tourism (DET) or the UAE Ministry of Economy in accordance with Federal Law No. 15 of 2020 on Consumer Protection.

SECTION 11: PRIVACY, PERSONAL DATA PROTECTION & CYBERSECURITY

11.1  Data Controller Identification

CarEjar Portal L.L.C S.O.C is the Data Controller for all personal data collected, processed, and stored through the Platform, in accordance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and its Executive Regulations.

11.2  Categories of Personal Data Collected

  • Identity Data: Full name, date of birth, nationality, passport/Emirates ID number;
  • Driving Licence Data: Licence number, issuing authority, expiry date, endorsed vehicle categories;
  • Contact Data: Email address, mobile telephone number, residential address;
  • Payment Data: Payment Method credentials (tokenised by Stripe; CarEjar does not store raw card data), billing address, transaction history;
  • Location Data: GPS location data collected during active Platform sessions (with consent), and pick-up/drop-off location data;
  • Device Data: IP address, device type, operating system, app version, browser type; and
  • Usage Data: Browsing history on Platform, search queries, Booking history, Platform interactions.

11.3  Legal Basis for Processing

11.3.1 Contract Performance (Article 5, UAE PDPL): Processing of User data necessary to perform the Booking contract, process payments, and facilitate the Rental Agreement.

11.3.2 Legitimate Interest: Processing for fraud prevention, platform security, chargeback defence, and evidence retention.

11.3.3 Legal Obligation: Processing required for compliance with UAE AML/KYC regulations, tax obligations, and law enforcement requests.

11.3.4 User Consent: Processing for marketing communications, location services, and personalisation features.

11.4  Data Subject Rights (UAE PDPL)

In accordance with UAE Federal Decree-Law No. 45 of 2021, Users have the following rights regarding their personal data:

  • Right of Access: Request a copy of all personal data held by CarEjar;
  • Right of Rectification: Request correction of inaccurate or incomplete data;
  • Right of Restriction: Request restriction of processing in certain circumstances;
  • Right to Object to Automated Processing: Object to decisions made solely on automated processing;
  • Right of Erasure: Request deletion of personal data where no lawful basis for retention exists (subject to CarEjar’s legal record-keeping obligations); and
  • Right of Data Portability: Receive personal data in a structured, commonly used format.

Requests to exercise any of the above rights should be directed to CarEjar’s Data Protection Officer at [help@carejar.com].

11.5  Data Security & Cybersecurity Obligations

11.5.1 CarEjar implements appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration, or destruction, in compliance with UAE Federal Decree-Law No. 34 of 2021 (Cybercrimes Law).

11.5.2 CarEjar maintains PCI-DSS compliance for all payment data processing through Stripe.

11.5.3 In the event of a personal data breach affecting Users’ rights and freedoms, CarEjar shall notify the UAE Data Office and affected Users as required under applicable UAE law.

SECTION 12: INDEMNIFICATION & USER LIABILITY

12.1  User Indemnification Obligations

The User agrees, to the fullest extent permitted by UAE law, to indemnify, defend, and hold harmless CarEjar, its sole owner, its officers, employees, agents, contractors, Agencies, technology providers (including Stripe), and successors (collectively, ‘Indemnified Parties’) from and against any and all:

  • Claims, actions, suits, proceedings, investigations, or demands by any third party;
  • Losses, damages, liabilities, costs, charges, fines, penalties, and expenses (including reasonable legal fees on a full indemnity basis); and
  • Regulatory penalties or enforcement actions;

arising out of or in connection with:

12.1.1 The User’s use or misuse of the Platform or the rented vehicle;

12.1.2 The User’s breach of any provision of these Terms;

12.1.3 The User’s violation of any applicable UAE law or regulation, including traffic laws, criminal laws, or data protection laws;

12.1.4 Any false, misleading, or fraudulent information provided by the User;

12.1.5 Any traffic accident, collision, injury, or property damage caused by the User during the rental period;

12.1.6 Any unjustified chargeback or bank dispute initiated by the User in breach of these Terms;

12.1.7 Any infringement of a third party’s intellectual property, privacy, or other rights by the User through the Platform.

12.2  Limitation of Indemnification

The User’s indemnification obligations under Clause 12.1 shall not apply to the extent that a claim arises solely from CarEjar’s own gross negligence, wilful misconduct, or fraud.

SECTION 13: INTELLECTUAL PROPERTY RIGHTS

13.1  CarEjar’s IP

All intellectual property rights in and to the Platform, including without limitation the brand name ‘CarEjar’, logos, trademarks, software code, algorithms, databases, user interface designs, text content, and associated materials, are and shall remain the exclusive property of CarEjar Portal L.L.C S.O.C, protected under UAE Federal Law No. 37 of 1992 on Trademarks (as amended) and UAE Federal Law No. 7 of 2002 on Copyright and Neighbouring Rights (as amended).

13.2  Licence to Users

CarEjar grants Users a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for personal, non-commercial purposes in accordance with these Terms. This licence does not extend to reproduction, distribution, modification, reverse-engineering, or commercial exploitation of any Platform content or functionality.

SECTION 14: GOVERNING LAW, JURISDICTION & DISPUTE FORUM

14.1  Governing Law

These Terms and Conditions, and any non-contractual obligations arising in connection with them, shall be governed by and construed in accordance with the laws of the Emirate of Dubai and the Federal Laws of the United Arab Emirates, including but not limited to:

  • UAE Federal Commercial Transactions Law (Federal Law No. 18 of 1993);
  • UAE Federal Civil Code (Federal Law No. 5 of 1985 as amended);
  • UAE Commercial Companies Law (Federal Decree-Law No. 32 of 2021);
  • UAE Consumer Protection Law (Federal Law No. 15 of 2020);
  • UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021);
  • UAE Federal Traffic Law (Federal Law No. 21 of 1995 as amended);
  • UAE Cybercrimes Law (Federal Decree-Law No. 34 of 2021);
  • UAE Electronic Transactions and Trust Services Law (Federal Decree-Law No. 46 of 2021); and
  • UAE Anti-Money Laundering Law (Federal Decree-Law No. 20 of 2018).

14.2  Primary Jurisdiction

Subject to Clause 14.3, the courts of the Emirate of Dubai shall have exclusive jurisdiction to resolve any dispute, controversy, or claim arising out of or in connection with these Terms or their subject matter.

14.3  CarEjar’s Elective Jurisdiction

Notwithstanding Clause 14.2, CarEjar reserves the sole and exclusive right, at its discretion, to elect to bring proceedings against a User in the Dubai International Financial Centre (DIFC) Courts (which apply English common law principles), the Abu Dhabi Global Market (ADGM) Courts, or in the courts of the User’s home jurisdiction for the purposes of enforcement.

14.4  Language

These Terms are prepared in the English language. In the event of any conflict between the English version and any Arabic translation, the English version shall prevail for interpretation purposes, except where UAE law mandates the primacy of the Arabic version.

SECTION 15: GENERAL PROVISIONS & MISCELLANEOUS

15.1  Amendments to Terms

CarEjar reserves the right to amend, modify, or update these Terms at any time. Amendments shall take effect fourteen (14) calendar days after publication on the Platform. Continued use of the Platform after the effective date of any amendment constitutes acceptance of the revised Terms. Where amendments materially affect Users’ rights, CarEjar shall provide advance notice by email.

15.2  Force Majeure

CarEjar shall not be liable for any failure or delay in performance of its obligations under these Terms to the extent such failure or delay is caused by circumstances beyond CarEjar’s reasonable control, including but not limited to: acts of God, natural disasters, war, terrorism, civil unrest, government actions, pandemic, epidemic, or regulatory changes by UAE authorities.

15.3  Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable under applicable UAE law, such provision shall be deemed modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible, without affecting the validity and enforceability of the remaining provisions.

15.4  Entire Agreement

These Terms, together with CarEjar’s Privacy Policy, Agency Agreement, and any Booking confirmation, constitute the entire agreement between CarEjar and the User with respect to the subject matter hereof and supersede all prior representations, agreements, negotiations, and understandings.

15.5  Waiver

No failure or delay by CarEjar in exercising any right under these Terms shall constitute a waiver of that right. Any waiver must be express and in writing signed by a duly authorised representative of CarEjar.

15.6  Assignment

The User may not assign, transfer, or delegate any of their rights or obligations under these Terms without CarEjar’s prior written consent. CarEjar may assign or transfer its rights and obligations under these Terms to any successor entity or acquirer of CarEjar’s business without the User’s consent, provided such assignment does not materially diminish the User’s rights.

15.7  Notices

All formal notices to CarEjar under these Terms must be submitted in writing to: CarEjar Portal L.L.C S.O.C, P.O. Box 45195, Dubai, UAE; or by email to [help@carejar.com]. CarEjar shall provide notices to Users via registered email and/or in-app notification to the contact details held on the User’s account.

15.8  Consumer Protection Compliance

These Terms are drafted in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. Nothing in these Terms shall be construed to restrict, exclude, or diminish any mandatory consumer rights conferred on Users by applicable UAE consumer protection law that cannot be contractually waived.

15.9  VAT Compliance

All prices and charges on the Platform are displayed exclusive of Value Added Tax (VAT) unless expressly stated otherwise. VAT shall be applied at the applicable rate (currently 5%) in accordance with UAE Federal Decree-Law No. 8 of 2017 on Value Added Tax and shall be added to all charges at checkout.

15.10  Anti-Bribery & Corruption

CarEjar operates a strict zero-tolerance policy towards bribery and corruption in compliance with UAE Federal Law No. 3 of 1987 (Penal Code), as amended by Federal Decree-Law No. 31 of 2021. Users shall not offer, provide, or accept any form of bribe, kickback, or improper inducement in connection with the Platform or any Booking.

15.11  Invoice Data Minimisation & PDPL Compliance

15.11.1 In compliance with UAE Federal Decree-Law No. 45 of 2021 (PDPL) data minimisation principles, CarEjar shall maintain two distinct versions of all Booking invoices: (a) a Customer Invoice containing the User’s full booking details, contact information, and payment records — issued to and retained by the User only; and (b) an Agency Invoice containing only the minimum information necessary for the Agency to fulfil the Booking (Booking code, vehicle, dates, pick-up location, and User’s first name) — disclosed to the Agency only. The Customer Invoice shall not be provided to the Agency in its full form, as it contains personal data (email address, phone number) that the Agency does not require for Booking fulfilment.

15.11.2 CarEjar shall ensure that invoices and booking confirmations do not disclose the User’s email address, phone number, or payment details to the Agency, in accordance with the data minimisation and purpose limitation principles of UAE PDPL (Federal Decree-Law No. 45 of 2021).

15.12  Customer Support Contact — Consumer Protection Compliance

In compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection, all automated booking communications — including but not limited to Proforma Invoices, booking confirmation emails, cancellation notices, and post-rental charge notifications — shall include CarEjar’s customer support contact details: general support at [help@carejar.com], disputes at [help@carejar.com]. The absence of a reply-to address on automated emails shall not be used as the sole communication mechanism — all automated communications shall include at minimum one direct contact route.

SECTION 16: UAE REGULATORY COMPLIANCE MATRIX

The following table summarises the key UAE laws applicable to CarEjar’s operations and the corresponding compliance measures embedded within these Terms:

UAE Law / Regulation

Relevance to CarEjar

Compliance Clause

Federal Decree-Law No. 45/2021 (PDPL)

Data protection & user privacy rights

Section 11

Federal Decree-Law No. 34/2021 (Cybercrimes)

Cybersecurity, data breach, fraud prevention

Clauses 7.2.6, 11.5

Federal Law No. 15/2020 (Consumer Protection)

User rights, fair terms, refunds, dispute

Clauses 6, 10, 15.8

Federal Law No. 21/1995 (Traffic Law)

Vehicle operation obligations, liability

Clauses 7.1, 2.3

Federal Decree-Law No. 46/2021 (eTransactions)

Electronic contracts, digital evidence validity

Clauses 4, 8.3, 9

Federal Decree-Law No. 32/2021 (Companies Law)

Corporate governance, MOA compliance

Background

Federal Decree-Law No. 8/2017 (VAT)

Tax obligations, invoicing

Clause 15.9

Federal Decree-Law No. 20/2018 (AML)

KYC, user verification, suspicious activity

Clause 3.2.3

Federal Law No. 37/1992 (Trademarks)

Brand & IP protection

Section 13

UAE Central Bank Regulations

Payment processing, tokenisation rules

Section 5

DET Trade License No. 1593740

Business authorisation, Portal activity

Cover Page

SCHEDULE 1: MERCHANT-INITIATED TRANSACTION (MIT) AUTHORISATION — STANDING PAYMENT MANDATE

STANDING PAYMENT MANDATE

This schedule forms an integral part of the CarEjar Terms and Conditions and constitutes a legally binding payment authorisation.

CARDHOLDER / USER AUTHORISATION STATEMENT:

I, the undersigned User (identified by my registered Platform account), hereby authorise CarEjar Portal L.L.C S.O.C (‘Merchant’) and Stripe (‘Payment Processor’) to:

1. STORE my Payment Method in tokenised form (Merchant Token / MPAN / Network Token) for the duration of my account lifetime;

2. INITIATE Merchant-Initiated Transactions (MIT) against my stored Payment Method without requiring my real-time presence, OTP, or 3D Secure verification at the time of charge;

3. PROCESS Off-Session Payments for Post-Rental Charges (including traffic fines, toll charges, vehicle damage, fuel shortages, cleaning, administrative fees) arising within 90 days of vehicle return;

4. RETRY failed MIT charges up to three (3) times if the initial charge is declined;

5. This mandate applies to ALL Bookings made under my account, present and future.

I understand and agree that: (a) charges made under this mandate are NOT ‘unauthorised transactions’; (b) I WAIVE my right to initiate chargebacks for charges complying with CarEjar’s evidence obligations; (c) this mandate survives cancellation of a specific Booking.

This authorisation is provided at the time of account registration / first Booking and by continued Platform use.

SCHEDULE 2: FEE SCHEDULE

Fee Category

Amount / Rate

When Charged

Refundable?

Platform Service Fee

[X]% of Base Rental Fee

At Booking confirmation

No

Traffic Violation Admin Fee

AED [X] per violation

When fine is processed

No

Toll Admin Processing Fee

AED [X] per transaction

Post-rental

No

Fuel Refill Service Fee

AED [X] + pump price

Post-rental

No

Late Return Penalty

1 full day rate per day

Post-rental

No

Excessive Cleaning Fee

Actual invoice amount

Post-rental

No

Late Payment Interest

5% per annum (pro-rata)

On overdue balances

N/A

Security Deposit (hold)

As displayed at checkout

Pre-authorised at Booking

Yes — if no charges

ACCEPTANCE & ELECTRONIC SIGNATURE

USER ACCEPTANCE STATEMENT

BY TICKING THE ‘I ACCEPT THE TERMS AND CONDITIONS’ CHECKBOX DURING REGISTRATION OR BOOKING, OR BY USING THE PLATFORM, YOU:

1. Confirm you are at least 21 years of age and legally eligible to enter into binding contracts under UAE law;

2. Confirm you have read, understood, and agree to be bound by these Terms in their entirety, including Version 1.1 updates;

3. Grant CarEjar the Merchant Token / MIT payment authorisation as set out in Section 5 and Schedule 1, and acknowledge that CarEjar may initiate post-rental charges within 90 days of vehicle return without requiring further OTP or 3D Secure authentication;

4. Acknowledge CarEjar’s role as a digital marketplace intermediary, payment collection agent, and escrow holder — and confirm you understand CarEjar does not own or operate any vehicles;

5. Consent to the collection, processing, and storage of your personal data as set out in Section 11;

6. Acknowledge the cancellation policy set out in Clause 6.1 and confirm you understand the refund tiers applicable to your Booking.

This electronic acceptance constitutes a valid, binding, and enforceable agreement under UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

 

FOR CAREJAR PORTAL L.L.C S.O.C

Authorised Signatory: Moiead Saleh A. Alawwad

Title: Managing Director & Sole Owner

Trade License No.: 1593740 — Dubai, UAE