Terms of Service & Service Agreement

CarRentRight (CRR, we, us or our) is operated by Carentright OÜ, registry code 17481848, registered at Harju maakond, Tallinn, Lasnamäe linnaosa, Ruunaoja tn 3, 11415, Estonia.

Contact us at support@carentright.com. Telephone: +39 324 555 2932. These Terms cover our website, platform and administrative support for consumer car-rental issues.

These Terms cover the whole CRR service: the free assessment and any optional €35 support you later choose to order. Accepting these Terms at the Legal Gate confirms the general terms and this sequence; it does not order paid work or make any payment due. The assessment is not a separately purchased service.

After we assess your case, our first email provides the assessment document, including any case-specific service offer, and the applicable legal terms for you to review. The offer identifies your case, proposed work, delivery arrangements, included support, the €35 total price and any VAT included within it. It confirms that you review and send the prepared correspondence yourself. These Terms and the accepted offer, including the fee disclosure, form one paid service agreement.

The paid service agreement is concluded when, after reviewing the assessment and offer, you expressly accept that offer, its applicable terms and the €35 payment obligation by email reply. We retain your reply and the accepted document version. The earlier Legal Gate acceptance, account creation, intake and receipt of the assessment do not order the paid service. If you decline, you owe nothing for the assessment.

Your email reply accepts the case-specific scope, applicable terms and fee together; no additional signing screen or separate fee-disclosure acceptance is required. Any required early-start request remains a distinct express choice in that same reply process. Our second email confirms the accepted service, supplies the payment link and next steps, and includes a copy of the accepted agreement and case summary that you can save and reproduce unchanged.

You must be at least 18 and have legal capacity to enter this agreement. If you act for another person, you must have appropriate authority and tell us who the customer is.

A case means your car-rental issue or request and the information supporting it; it does not mean court proceedings or legal representation. It may seek a financial or non-financial outcome. Whether money is involved, or the amount involved, does not by itself determine whether support is available. Each case covers one rental transaction identified in the service summary. Additional rental transactions require separate assessment and express agreement. Intake is open to different countries, but acceptance depends on the case, our operational capacity and the rules applying to the proposed work. Submission does not guarantee acceptance.

We review the information and available evidence to assess whether we can usefully support your case. We may ask for missing information, identify uncertainties or explain why we cannot proceed. We do not offer paid handling where the assessment identifies no reasonable basis to pursue the matter.

An assessment reflects the evidence available at the time. It is not a promise that the rental company, bank, dispute body or court will agree. You may use the assessment to decide whether to proceed yourself, engage CRR or seek other assistance.

The paid package covers the agreed work and materials below, as specified in your service summary. Case Builder and Communicator describe case preparation and communication support prepared and provided by CRR. You review and send prepared correspondence yourself.

• Case Builder: a written case document organising the facts, chronology, desired outcome, any amounts involved, available evidence, material gaps, relevant rental terms and consumer-information sources, with a suggested course of action.
• Communicator: prepared correspondence for you to review, adapt where necessary and send, with instructions on the intended recipient and supporting documents.
• Resolution support: assistance reviewing relevant replies, preparing the follow-up correspondence included in the agreed scope, and understanding available next steps.

Before acceptance, the service summary must state the delivery timeframe, the period and extent of included reply support, and any limits on follow-up work. We will not introduce a new support limit after you have purchased. Resolution support is included in the one-time fee; it is not an automatic subscription or a separately charged stage.

The package does not include court proceedings, legal representation, a lawyer's fees, court fees, expert reports or other third-party charges. Any genuinely additional service or cost requires a separate clear explanation and your express agreement before it is incurred.

We provide administrative case preparation, consumer information and correspondence support with reasonable care and skill. CRR is not a law firm, a court, a regulator or an accredited dispute-resolution body. We do not provide legal representation, conduct litigation or determine your legal rights. Our documents may refer to relevant rules and rental terms, but are not a substitute for advice from a qualified lawyer.

We do not purchase or take ownership of your claim, operate a client-money account, collect your recovery or provide a debt-collection service. Descriptions of our role do not reduce our duty to perform the work actually promised.

We cannot guarantee a refund, compensation, settlement, response or particular result. Failure to achieve the outcome you seek is not itself a failure by CRR to provide the agreed service. Equally, the absence of a guarantee does not excuse defective or incomplete work by CRR.

For this pilot, you review and send the prepared messages in your own name. Check the facts, amounts, recipients and attachments before sending, and tell us promptly about errors or new information. You remain responsible for decisions about your case, including whether to send a message or accept a settlement.

This pilot does not include CRR sending correspondence to or contacting the rental company on your behalf. You send the prepared correspondence and share any replies you would like us to review within the agreed support.

Send relevant company replies and corrections to support@carentright.com with your case reference. Our review and preparation support remains within the agreed scope. Receiving a draft or paying the service fee does not authorize CRR to contact the rental company or act on your behalf.

We cannot bind you to a settlement, admit liability, waive rights, start proceedings or appoint a lawyer on your behalf under these Terms. Any recovery is paid directly to you. CRR takes no commission or percentage of it, and our fee is not automatically added to the amount demanded from the rental company.

The total price for the agreed package is €35, including any VAT legally due. We absorb any such VAT within that price; it is not added on top. Before you accept, we show the €35 total payable in euros and identify any VAT component included within it. If no VAT is legally chargeable, no VAT is charged or identified as included tax. The amount on the payment request must match the accepted €35 total.

VAT treatment depends on the applicable tax rules and the relevant customer and service details. You must provide accurate residence and billing information so we can apply those rules correctly.

The fee pays for the agreed work, regardless of whether money is recovered, subject to your cancellation rights and remedies if we do not perform properly. It is a one-time payment, with no subscription, recurring charge or deduction from your recovery.

After acceptance, we email the payment link solely to collect the agreed amount. The payment email and checkout do not ask you to sign again, accept new CRR terms or grant new authority; payment fulfils the existing agreement. We begin paid work only after payment is confirmed and the early-start requirements in section 11 have been met where relevant. Sending a link is not confirmation of payment. We provide payment confirmation or a receipt after successful payment.

Any payment deadline is stated before acceptance. If payment is not received, we may cancel the unstarted paid instruction without charging for the assessment or imposing an administrative cancellation penalty. Your bank may apply its own currency-conversion charges; these are not CRR fees.

We provide your documents electronically, using the delivery method stated in the service summary. Documents will be in a commonly readable format, such as PDF or editable text. You need a working email address and a device able to read the files. Tell us if a file cannot be opened or accessed.

The delivery timetable starts as stated in the service summary, taking account of payment, any withdrawal-period waiting time and receipt of essential information. If material information is missing, we explain what is needed and the effect on timing. We notify you promptly if we expect a delay and agree any revised timetable.

You must provide information that is accurate to the best of your knowledge, distinguish facts from assumptions, disclose relevant replies and settlements, and submit only documents you are entitled to share. Do not fabricate or alter evidence. Keep your original records and copies of correspondence.

Using CRR does not stop deadlines set by a rental company, bank, insurer, dispute body or court. Tell us about known deadlines immediately. We do not undertake court filing or general deadline monitoring. This does not excuse missing a deadline we have expressly agreed to meet or other failures in our own service.

Delivery of the Case Builder and prepared messages completes those deliverables. It does not, by itself, complete the entire agreement while included resolution support or other promised work remains outstanding.

The service is fully performed only when we have supplied all agreed deliverables and fulfilled the included support obligations described before acceptance. A settled case, your request to stop or the end of an agreed support period must be assessed against those obligations; we do not retrospectively label unfinished work as delivered.

Where no further useful administrative step remains, we explain the position and any available independent options. This explanation does not automatically make undelivered work non-refundable. If work ends early, sections 11 and 12 govern the fee and any refund.

You may withdraw from the service agreement without giving a reason within 14 days after it is concluded. This contractual policy applies to our individual consumer customers; any longer or stronger mandatory rights remain available.

To withdraw, send a clear statement by email to support@carentright.com. You may also write to our postal address in section 1. Please include your name and case reference so we can identify the agreement. You may use the form in Annex A, but it is not compulsory. Sending your notice before the deadline is sufficient. We acknowledge electronic withdrawal notices by email without undue delay, including the notice and its submission date and time. Our acknowledgement is not a condition for a timely withdrawal notice to take effect.

If you want paid work to start during the withdrawal period, the agreement-acceptance process includes a separate express request and an acknowledgement that the withdrawal right is lost only once the whole agreed service is fully performed. This choice is recorded before the payment email; it is not added to the payment link. Payment alone is not that request. If you do not request an early start, paid work starts after the withdrawal period, subject to payment and the agreed timetable.

If you withdraw before paid work begins, we refund the full amount paid. If you expressly requested an early start and received the required information, you may owe a reasonable proportion of the agreed price for work supplied up to withdrawal, where permitted by law. We explain the calculation against the full package; the assessment remains free and a first document does not automatically earn the entire fee.

Where the required information or express early-start request was missing, we do not charge for work carried out during the withdrawal period when the law prohibits that charge. Full performance ends the withdrawal right only where the required prior consent and acknowledgement have been obtained.

We make any withdrawal refund without undue delay and within 14 days of receiving the notice, less only a lawful proportionate charge. We use the original payment method unless you expressly agree otherwise, without a refund fee. Withdrawal rights are separate from your remedies for defective, late or unperformed work.

You may ask us to stop future work at any time. After the withdrawal period, we account fairly for work already supplied and refund any payment attributable to work we will not perform. No separate cancellation penalty applies. A refund merely because the outcome you sought was not achieved is not automatic if the promised service was properly completed.

We may pause or end work where essential information is withheld, there is fraud or serious abuse, continuing would be unlawful, or the work is outside the agreed scope. Where practicable, we explain the reason and give you a reasonable opportunity to resolve a remediable issue. An urgent security or legal concern may require an immediate pause.

If we cannot provide the service, we notify you and refund payment for work not supplied. If nothing has been supplied, this is a full refund. Any retention for work supplied must be fair and permitted by law; account suspension does not automatically forfeit your payment.

If our work does not meet the agreement, contact us so we can investigate and, where appropriate, correct or complete it without extra charge. Your rights to a price reduction, refund, termination, damages or other remedies under applicable law remain unaffected. We do not limit those rights to the value of an undelivered component where the law provides a wider remedy.

If your case requires legal advice or litigation, you decide whether to contact an independent qualified lawyer. We may identify referral options where available, but do not guarantee that a lawyer will accept the case.

Any lawyer's engagement, authority, fees and court costs are agreed directly between you and the lawyer. They are outside the €35 package. We share case material with a lawyer only on an appropriate legal basis and with any authorization required for the proposed referral.

We may use AI and other software to help organise information, identify gaps and prepare draft material. AI output can contain mistakes. Material supplied as CRR's assessment or case-preparation work is subject to human review, and CRR remains responsible for its promised service.

Automated intake messages do not independently approve a paid case, guarantee an outcome or grant CRR authority to act for you. Tell us if a summary or draft misstates your account.

You retain rights in the information and documents you provide. You permit the copying, storage and use reasonably necessary to assess your request and perform the agreed service. This is not permission to publish your case, sell identifiable case information or contact others without the authority required for that action.

Our Privacy Policy explains the purposes and legal bases for processing, recipients, retention and your rights. Acknowledging that policy is not blanket consent to every use of your data. Any optional consent is requested separately where required. Our Cookie Policy and settings explain cookies and similar technologies.

We treat case material as confidential, subject to appropriate service-provider access, authorized disclosures and legal obligations described in the Privacy Policy. Communications with CRR do not acquire lawyer-client privilege merely because they concern a dispute.

Keep your login details secure and your contact information current, and notify us of suspected unauthorized access. Do not impersonate others, misuse personal information, threaten or harass people, interfere with security, or use the platform unlawfully.

We may restrict access proportionately for security, fraud prevention or serious misuse. Website maintenance and outages may occur. We will communicate material disruption affecting paid work and use a reasonable alternative delivery method where possible. Platform changes do not remove existing service obligations or refund rights.

CRR and its licensors retain rights in the platform, branding, software and general templates. You may save, copy, adapt and send the assessment, Case Builder and correspondence supplied for your case, and share them with the relevant company, bank, adviser, lawyer or dispute body for that case.

You may not falsely present altered material as approved by CRR or claim CRR represents you when it does not. This clause does not transfer ownership of your evidence to CRR or restrict uses permitted by law.

Rental companies, banks, payment providers, dispute bodies and independent lawyers make their own decisions and may have their own terms. Links and referrals do not guarantee their services or outcomes.

CRR is not responsible for a third party's independent decision merely because we helped prepare your case. This does not exclude responsibility for CRR's own breach, negligence or failure to exercise reasonable care and skill. Nothing in this agreement excludes or restricts liability or consumer rights that cannot lawfully be excluded or restricted.

Send complaints about CRR to support@carentright.com, stating your case reference, the issue and the remedy requested. We will respond in writing within 15 days. If further investigation is needed, we explain why and state when to expect a substantive response, without extending any mandatory deadline.

If we cannot resolve a complaint, you may seek advice from Estonia's Consumer Protection and Technical Regulatory Authority (TTJA), and apply to a competent consumer dispute body where your dispute is eligible. Cross-border EU consumers may also seek assistance from their European Consumer Centre. We provide details of the relevant dispute body and our participation position where legally required.

You retain your right to use the competent courts and any mandatory local complaint or dispute-resolution route. These Terms do not impose compulsory arbitration or require you to litigate only in Estonia.

This agreement is governed by Estonian law. Where mandatory consumer law applies in your country of habitual residence or another relevant jurisdiction, this choice does not deprive you of those protections. Court jurisdiction is determined by the applicable rules, including any consumer right to bring proceedings in their home country.

We identify the version you accept and keep a record of acceptance and the case-specific service summary. Later website updates do not retrospectively change your accepted price, service scope or consumer rights. A material change to an existing service requires your express agreement or another lawful basis.

A specifically agreed case detail prevails over a general description to the extent of a clear, lawful difference disclosed before acceptance. Mandatory law prevails over both. A later payment email confirms the agreement; it cannot silently add exclusions, charges or authority.

The new €35 terms apply only to cases expressly accepted under this model. They do not retrospectively charge customers whose assistance was agreed to be free or change an earlier contract without a lawful agreement. If a provision is unenforceable, the remaining agreement continues only to the extent permitted by law.

Complete and send this form only if you wish to withdraw. You can instead send any other clear withdrawal statement.