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AGENCY TERMS & CONDITIONS

BINDING LEGAL NOTICE TO ALL RENTAL AGENCIES

These Agency Terms and Conditions (‘Agency T&C’) constitute a legally binding agreement between CarEjar Portal L.L.C S.O.C (‘CarEjar’) and any car rental company, fleet operator, or vehicle owner (‘Agency’) that registers on, lists vehicles on, or uses the CarEjar Platform in any capacity.

BY COMPLETING AGENCY REGISTRATION OR LISTING ANY VEHICLE ON THE PLATFORM, THE AGENCY IRREVOCABLY ACCEPTS THESE TERMS IN FULL. IF THE AGENCY DOES NOT AGREE, IT MUST NOT USE THE PLATFORM.

These Agency T&C operate in conjunction with the CarEjar–Agency Agreement (a separate bilateral contract). In the event of conflict, the CarEjar–Agency Agreement prevails.

SECTION 1: DEFINITIONS

In these Agency T&C, the following terms shall have the meanings assigned below. Terms not defined here carry the meanings assigned in the CarEjar Platform Terms and Conditions (Version 2.0).

1.1     “Agency” means any independent car rental company, fleet operator, vehicle owner, or authorised dealer that has registered on the Platform to list vehicles for rental by Users.

1.2     “Agency Account” means the dedicated business account created by the Agency on the Platform through which the Agency manages Listings, Bookings, payments, and communications.

1.3     “Listing” means each individual vehicle advertisement published by the Agency on the Platform, including all associated content, photographs, pricing, availability, rental terms, and policies.

1.4     “Agency Agreement” means the bilateral contract between CarEjar and the Agency governing the commercial and operational terms of their relationship, including commission rates, escrow release timelines, and exclusivity provisions.

1.5     “Commission” means the percentage or fixed fee retained by CarEjar from each Booking as its Platform Service Fee, as agreed in the Agency Agreement.

1.6     “Payout” means the disbursement of the Base Rental Fee (net of CarEjar’s Commission and any applicable deductions) from escrow to the Agency following successful completion of a Booking.

1.7     “Vehicle” means any motorised vehicle listed by the Agency on the Platform, including cars, SUVs, vans, and other categories permitted by CarEjar.

1.8     “Condition Report” means the Agency’s written and photographic record of the Vehicle’s condition immediately before handover to the User and immediately upon its return, forming part of the Inspection Record.

1.9     “Rental Period” means the period commencing at the time and date of vehicle handover to the User and ending at the time and date of vehicle return as confirmed on the Booking.

1.10   “Post-Rental Claim” means any claim by the Agency for damage, fuel shortage, cleaning, late return, toll charges, or traffic violations arising from a User’s use of the Vehicle during the Rental Period, submitted through the Platform’s claims mechanism.

1.11   “Verified Agency” means an Agency that has completed CarEjar’s full onboarding verification process, including submission of trade licence, fleet insurance policy, and vehicle registration documents.

SECTION 2: AGENCY ELIGIBILITY & ONBOARDING REQUIREMENTS

2.1  Mandatory Eligibility Criteria

To register and operate as a Verified Agency on the Platform, the Agency must at all times satisfy ALL of the following requirements:

2.1.1  Hold a valid UAE trade licence issued by the relevant Emirate’s Department of Economy and Tourism (or equivalent authority) with an activity code permitting car rental services;

2.1.2  Hold a valid fleet insurance policy covering all listed Vehicles for comprehensive third-party liability, own damage, and passenger liability, valid throughout all seven Emirates of the UAE and compliant with UAE Federal Traffic Law No. 21 of 1995;

2.1.3  Ensure all listed Vehicles are validly registered with the relevant UAE traffic authority, hold current roadworthiness certification, and are free of any outstanding fines, liens, or encumbrances that would impair the User’s rental;

2.1.4  Maintain a valid and active UAE bank account in the Agency’s legal name for Payout disbursements;

2.1.5  Comply at all times with UAE Federal Law No. 15 of 2020 (Consumer Protection), UAE Federal Decree-Law No. 45 of 2021 (Personal Data Protection Law), UAE AML regulations (Federal Decree-Law No. 20 of 2018), and all applicable emirate-level regulations;

2.1.6  Not be subject to any regulatory suspension, investigation, or prohibition by any UAE government authority relating to vehicle rental activities; and

2.1.7  Designate at least one authorised representative with authority to bind the Agency and manage the Agency Account.

2.2  Onboarding Documentation

The Agency must submit and maintain current copies of the following documents as a condition of Verified Agency status:

  • Valid UAE Trade Licence (front and back);
  • Current fleet/motor insurance policy certificate showing all insured vehicles or blanket fleet coverage;
  • Vehicle registration certificates (Mulkiya) for all listed Vehicles;
  • Emirates ID or passport of the authorised signatory;
  • UAE bank account details in the Agency’s legal name;
  • Signed copy of the CarEjar–Agency Agreement; and
  • Any additional documents required by CarEjar for KYC/AML compliance.

CarEjar reserves the right to de-list the Agency and suspend Payouts where any required document expires, is revoked, or cannot be verified.

2.3  CarEjar’s Right to Reject or Terminate Agency Registration

2.3.1  CarEjar may reject any Agency registration application at its sole and absolute discretion, without being required to provide reasons.

2.3.2  CarEjar may suspend or permanently terminate an Agency Account for: (a) breach of these Agency T&C; (b) failure to maintain eligibility requirements; (c) fraudulent activity or misrepresentation; (d) repeated cancellations of confirmed Bookings; (e) persistent negative User reviews indicating systemic service failures; or (f) any conduct that CarEjar reasonably considers harmful to Users or the Platform’s reputation.

2.3.3  Termination of Agency Account does not extinguish any outstanding payment obligations, Post-Rental Claims, or liabilities owed by or to the Agency.

SECTION 3: LISTING STANDARDS & VEHICLE OBLIGATIONS

3.1  Listing Accuracy & Content Standards

The Agency is solely responsible for the accuracy, completeness, and legality of all Listing content. Each Listing must comply with the following standards:

3.1.1  All vehicle photographs must be current (taken within the last 6 months), accurately represent the Vehicle’s condition, and must not be digitally altered to conceal damage, wear, or defects;

3.1.2  Pricing must be displayed inclusive of all mandatory fees. Any additional charges (Salik, Darbi, fuel policy, insurance excess, young driver surcharge) must be disclosed clearly and in advance;

3.1.3  Vehicle availability must be updated in real time. The Agency must immediately remove or mark unavailable any Vehicle that is: out of service, undergoing repair, subject to an insurance claim, or rented through another channel;

3.1.4  All Listing descriptions must be in English. Arabic translations are encouraged but not mandatory;

3.1.5  The Agency must not create duplicate Listings for the same Vehicle or use misleading pricing tactics (bait-and-switch, false discounts);

3.1.6  Listings must accurately state the minimum driver age (minimum 21 years in all cases), required licence categories, and any vehicle-specific restrictions (e.g., no off-road use, no GCC travel);

3.1.7  CarEjar reserves the right to edit, supplement, or remove any Listing that does not comply with these standards, without prior notice and without any obligation to compensate the Agency.

3.2  Vehicle Standards

All Vehicles listed on the Platform must at all times meet the following minimum standards:

  • Roadworthy and mechanically fit for UAE road conditions, including extreme heat performance;
  • Valid UAE vehicle registration (Mulkiya) with at least 60 days remaining validity at time of rental;
  • Covered by a valid comprehensive insurance policy as specified in Clause 2.1.2;
  • Equipped with functional air conditioning, seatbelts for all seats, and all mandatory UAE safety equipment;
  • Interior and exterior maintained to a clean and presentable standard;
  • Free of any outstanding traffic fines, Salik/Darbi arrears, or regulatory blocks at the time of User handover; and
  • Not subject to a manufacturer recall that affects operational safety.

3.3  Pre-Rental Inspection & Handover Protocol

3.3.1  Before handing over the Vehicle to the User, the Agency MUST complete and upload to the Platform a Pre-Rental Inspection Report comprising: (a) time-stamped photographs of all exterior panels (minimum 8 angles); (b) photographs of the interior including front and rear seats, dashboard, and boot; (c) fuel gauge level photograph; (d) odometer reading photograph; and (e) a completed Condition Report signed by the Agency representative.

3.3.2 The Pre-Rental Inspection must be completed and uploaded to the Platform within two (2) hours of actual handover & written before the scheduled handover time.

3.3.3  The Agency must provide the User with a printed or digital copy of the Rental Agreement before key handover. No Vehicle shall be handed over without a signed or electronically confirmed Rental Agreement.

3.3.4  The Agency must verbally inform the User of: (a) the Vehicle’s fuel policy; (b) the Salik/Darbi registration status of the Vehicle; (c) any geographic restrictions on Vehicle use; (d) the procedure for reporting accidents or breakdowns; and (e) the Agency’s emergency contact number.

3.3.5  Failure to complete and upload the Pre-Rental Inspection before handover shall bar the Agency from submitting any Post-Rental Claim for damage, as no comparative baseline will exist.

3.4  Post-Rental Inspection & Return Protocol

3.4.1 Upon the User’s return of the Vehicle, the Agency MUST immediately (within two (2) hours of actual handover/return) conduct and upload to the Platform a Post-Rental Inspection Report comprising the same categories of photographs and Condition Report as required under Clause 3.3.1.

3.4.2  The Agency must make reasonable efforts to conduct the post-rental inspection in the User’s presence and must not refuse to allow the User to observe the inspection if the User exercises this right under CarEjar’s Customer T&C.

3.4.3  The Agency must submit any Post-Rental Claim to CarEjar through the Platform within forty-eight (48) hours of the Post-Rental Inspection upload, accompanied by all required evidence as specified in Section 9 of CarEjar’s Platform T&C.

3.4.4  Claims submitted after forty-eight (48) hours of the Post-Rental Inspection upload shall be reviewed at CarEjar’s sole discretion and may be rejected if the delay cannot be justified.

Disclaimer: Agency is prohibited from using any logo, trademark, symbol, company name as branding of their agency while sharing the inventory with CarEjar for the purposes of renting out car to Customer. Additionally, any image with text, office or agency names and phone numbers, website links or promotional watermarks and any image containing contact information or third-party branding will be rejected immediately via the Admin Panel.

SECTION 4: BOOKING MANAGEMENT & SERVICE OBLIGATIONS

4.1  Booking Acceptance & Confirmation

4.1.1  Upon receiving a Booking request through the Platform, the Agency must respond (accept or decline) within the response window specified in the Agency Account settings (default: two (2) hours for standard Bookings; thirty (30) minutes for same-day Bookings). Failure to respond within this window shall result in automatic Booking expiry and no charge to the User.

4.1.2  Once a Booking is confirmed by the Agency, the Agency is contractually obligated to: (a) provide the specific Vehicle listed in the Booking (or an equivalent or superior alternative with the User’s consent); (b) have the Vehicle ready at the agreed pick-up time and location; and (c) honour the confirmed Booking price.

4.1.3  The Agency must not accept a Booking for a Vehicle that is unavailable, under repair, or will not be available at the confirmed pick-up time.

4.2  Agency Cancellations

4.2.1  Agency-initiated cancellations of confirmed Bookings shall result in: (a) a full refund of the Total Booking Amount to the User, including the Platform Service Fee; (b) a cancellation penalty payable by the Agency to CarEjar as specified in the Agency Agreement; and (c) a cancellation notation on the Agency’s Platform profile.

4.2.2  Force Majeure: Agency cancellations resulting from genuine force majeure events (as defined in Clause 12) shall not attract a cancellation penalty, provided the Agency notifies CarEjar within two (2) hours of the triggering event and provides satisfactory evidence.

4.2.3  Agencies with a cancellation rate exceeding five percent (5%) of confirmed Bookings in any rolling 90-day period shall be subject to account review and may be suspended from accepting new Bookings.

4.3  Service Standards & User Experience

4.3.1  The Agency must at all times treat Users with courtesy and professionalism. Discriminatory conduct on the basis of nationality, gender, religion, or any other protected characteristic is strictly prohibited and may result in immediate account termination.

4.3.2  The Agency must respond to User communications and CarEjar’s support team within four (4) business hours during normal UAE business hours (Sunday–Thursday, 09:00–18:00 UAE time).

4.3.3  The Agency must not direct Users to transact or communicate outside the Platform for the purpose of circumventing CarEjar’s Commission or these Terms.

4.3.4  The Agency must promptly resolve any User complaint referred by CarEjar within forty-eight (48) hours of referral.

SECTION 5: PAYMENTS, ESCROW, PAYOUTS & DEDUCTIONS

5.1  Escrow and Payment Collection

5.1.1  CarEjar collects the Total Booking Amount from the User at the time of Booking confirmation and holds the Base Rental Fee in escrow on behalf of the Agency. CarEjar acts as a payment collection agent and escrow holder only; it does not guarantee payment to the Agency in the event of a valid User chargeback or Platform dispute resolution in the User’s favour.

5.1.2  FUND SEGREGATION — NO COMMINGLING: CarEjar shall at all times maintain the Agency’s escrowed Base Rental Fees in a designated segregated account or sub-account within Stripe’s payment infrastructure. CarEjar expressly undertakes NOT to commingle escrowed Agency funds with CarEjar’s own operating, payroll, or overhead funds for any purpose. The Agency’s escrowed funds are held for the exclusive benefit of the Agency pending Payout, subject only to CarEjar’s right to deduct its Commission, applicable VAT, penalties, and any Post-Rental Claim holds in accordance with the Agency Agreement.

5.1.3  The Agency acknowledges that CarEjar’s ability to release Payouts is contingent on: (a) the User’s payment not being reversed by a valid chargeback; (b) no outstanding Post-Rental Claims against the Booking; and (c) no CarEjar investigation into the Agency’s conduct in relation to the Booking.

5.2  Payout Schedule

5.2.1  CarEjar shall release the Base Rental Fee Payout (net of Commission) to the Agency within five (5) business days of: (a) vehicle return confirmed by the User OR Agency on the Platform; AND (b) completion of the Post-Rental Inspection upload; AND (c) expiry of the forty-eight (48) hour Post-Rental Claim submission window.

5.2.2  Where the Agency submits a Post-Rental Claim within the claim window, CarEjar shall withhold from the Payout an amount reasonably estimated to cover the claimed Post-Rental Charges, pending resolution of the claim under CarEjar’s dispute process.

5.2.3  CarEjar shall not be liable for any delay in Payout caused by: (a) incomplete or missing Post-Rental Inspection uploads; (b) outstanding disputes or chargeback investigations; (c) Agency’s bank processing delays; or (d) the Agency’s failure to maintain valid bank details on the Platform.

5.3  Commission & Deductions

CarEjar shall deduct from each Payout the following amounts before remittance to the Agency:

  • CarEjar’s Commission as agreed in the Agency Agreement;
  • Any refund amounts reversed to Users pursuant to a valid cancellation or dispute resolution;
  • Any chargeback amounts recovered from the Agency where the chargeback arose from Agency fault or misrepresentation;
  • Any administrative fees or penalties payable by the Agency under these T&C or the Agency Agreement.

5.4  Tax Obligations

5.4.1  Each Agency is solely responsible for accounting for and remitting all applicable UAE VAT (currently 5%) on its rental revenues, in compliance with Federal Decree-Law No. 8 of 2017 on Value Added Tax. CarEjar’s Commission is exclusive of VAT; VAT on the Commission shall be borne by the Agency unless otherwise agreed in writing.

5.4.2  CarEjar shall provide the Agency with monthly transaction summaries to assist with VAT reconciliation. These summaries are provided for convenience only and do not constitute tax advice.

SECTION 6: DATA PROTECTION, USER DATA & CONFIDENTIALITY

6.1  Data Processing Obligations

6.1.1  The Agency shall process any User personal data received through the Platform (including name, contact details, driving licence information, and payment-related data) solely for the purpose of fulfilling the specific Booking and complying with UAE legal obligations. Any other processing requires CarEjar’s prior written consent.

6.1.2  The Agency must implement appropriate technical and organisational security measures to protect User personal data against unauthorised access, loss, or disclosure, in compliance with UAE Federal Decree-Law No. 45 of 2021 (PDPL).

6.1.3  The Agency must not sell, share, disclose, or use User personal data for marketing, profiling, or any commercial purpose beyond the specific Booking. Breach of this obligation shall constitute a material breach of both these Agency T&C and the Agency Agreement.

6.1.4  The Agency must notify CarEjar within twenty-four (24) hours of discovering any personal data breach involving User data received through the Platform.

6.2  Platform Confidentiality

6.2.1  The Agency must treat as confidential all information provided by CarEjar relating to the Platform’s technology, pricing algorithms, Commission structures, User data, and business operations. This confidentiality obligation survives termination of the Agency’s registration for three (3) years.

6.2.2  The Agency must not circumvent the Platform by directly soliciting CarEjar’s Users for off-platform rentals. Discovery of such circumvention shall entitle CarEjar to: (a) immediate account suspension; (b) recovery of lost Commission from the Agency; and (c) termination of the Agency Agreement.

SECTION 7: INSURANCE, LIABILITY & INDEMNIFICATION

7.1  Agency’s Insurance Obligations

7.1.1  The Agency is solely responsible for maintaining adequate insurance covering all Vehicles listed on the Platform throughout the duration of each Rental Period. CarEjar does not provide, arrange, or guarantee any insurance coverage for the Agency or its Vehicles.

7.1.2  In the event of a vehicle accident, the Agency must: (a) ensure the User follows UAE accident reporting procedures (police report via 999 or smart apps); (b) notify CarEjar within twenty-four (24) hours; and (c) manage the insurance claim directly with its insurer.

7.1.3  The Agency must ensure its insurance policy does not contain any exclusions that would leave a User personally liable for vehicle damage in circumstances where the damage arose without User fault.

7.2  Agency’s Indemnification of CarEjar

The Agency agrees to indemnify, defend, and hold harmless CarEjar, its owner, officers, employees, and technology providers from and against all claims, losses, liabilities, damages, costs, and expenses (including legal fees on a full indemnity basis) arising from:

7.2.1  The Agency’s breach of these Agency T&C or the Agency Agreement;

7.2.2  Any inaccuracy, misrepresentation, or omission in any Listing;

7.2.3  Any injury, damage, or loss suffered by a User or third party arising from a defect in a Vehicle listed by the Agency;

7.2.4  The Agency’s failure to maintain valid insurance or vehicle registration;

7.2.5  Any regulatory fine, penalty, or enforcement action arising from the Agency’s conduct;

7.2.6  The Agency’s fraudulent conduct, wilful misrepresentation, or gross negligence.

7.3  Limitation of CarEjar’s Liability to Agency

7.3.1  CarEjar’s total liability to the Agency for any claim arising from these Agency T&C or the Agency Agreement shall not exceed the total Commission received by CarEjar from the Agency in the three (3) calendar months immediately preceding the event giving rise to the claim.

7.3.2  CarEjar shall not be liable to the Agency for: (a) loss of revenue or profit arising from Platform downtime or Booking cancellations by Users; (b) reputational damage resulting from User reviews posted in good faith; (c) delays in Payout caused by User chargebacks or regulatory investigations; or (d) any indirect or consequential loss.

SECTION 8: REVIEWS, RATINGS & DISPUTE RESOLUTION

8.1  User Reviews of Agencies

8.1.1  CarEjar allows Users to submit ratings and reviews of the Agency’s service following Booking completion. The Agency acknowledges that reviews are a core feature of the Platform’s trust infrastructure and agrees not to: (a) offer incentives to Users for positive reviews; (b) pressure Users to modify or remove negative reviews; or (c) submit false reviews through third-party accounts.

8.1.2  The Agency may submit a written response to any review through the Platform. Responses must be professional, factual, and non-defamatory.

8.1.3  CarEjar reserves the right to remove reviews that violate its review policy, but does not guarantee removal of any particular review and accepts no liability for the content of genuine User reviews.

8.2  Agency Dispute Resolution

8.2.1  Any dispute between the Agency and CarEjar regarding Payouts, Post-Rental Claim assessments, or Commission deductions must first be submitted in writing to [info@carejar.net] within thirty (30) calendar days of the disputed event.

8.2.2  CarEjar shall respond to Agency disputes within five (5) business days. If the dispute cannot be resolved within thirty (30) days of submission, either party may refer the matter to DIAC arbitration under the procedure set out in the Agency Agreement.

8.2.3  The Agency and User dispute resolution process (including Post-Rental Charge disputes) is governed by CarEjar’s Platform T&C and is administered by CarEjar as intermediary. The Agency agrees to cooperate fully and promptly with CarEjar’s dispute resolution process and to provide all requested evidence within forty-eight (48) hours of CarEjar’s request.

SECTION 9: PROHIBITED CONDUCT

The following conduct is strictly prohibited and shall constitute a material breach of these Agency T&C, entitling CarEjar to immediate account suspension and/or termination:

  • Listing vehicles not owned by, or not under the lawful control of, the Agency;
  • Listing stolen, encumbered, or salvage-title vehicles;
  • Misrepresenting vehicle condition, mileage, age, or specifications;
  • Imposing charges on Users outside the Platform or via mechanisms not disclosed in the Listing;
  • Withholding a User’s personal documents (passport, licence) as security for payment — a practice that may constitute an offence under UAE law;
  • Using User personal data received through the Platform for any purpose other than fulfilling the specific Booking;
  • Accepting cash payments from Users for amounts covered by confirmed Bookings;
  • Fabricating or manipulating Inspection Record photographs;
  • Submitting fraudulent Post-Rental Claims;
  • Engaging in price-fixing, collusion, or any anti-competitive conduct with other Agencies on the Platform; and
  • Any conduct constituting an offence under UAE law, including under Federal Decree-Law No. 34 of 2021 (Cybercrimes), Federal Penal Code, or Consumer Protection Law.

SECTION 10: GENERAL PROVISIONS

10.1  Amendments

CarEjar reserves the right to amend these Agency T&C at any time by providing the Agency with thirty (30) days’ written notice via the Agency Account email. Continued use of the Platform after the effective date of any amendment constitutes acceptance of the revised terms.

10.2  Governing Law & Jurisdiction

These Agency T&C are governed by the laws of the Emirate of Dubai and the Federal Laws of the UAE. Commercial disputes between CarEjar and Agencies shall be resolved by DIAC arbitration (single arbitrator, English language, Dubai seat) in accordance with Clause 14.4 of CarEjar’s Platform T&C v2.0. CarEjar retains the right to seek urgent interim relief from the Dubai Courts.

10.3  Entire Agreement

These Agency T&C, together with the CarEjar–Agency Agreement and CarEjar’s Platform T&C (Version 2.0), constitute the entire agreement between CarEjar and the Agency with respect to the Agency’s use of the Platform. They supersede all prior representations and negotiations.

10.4  Severability & Waiver

If any provision of these Agency T&C is found to be unenforceable, the remaining provisions shall continue in full force. No waiver by CarEjar of any breach shall be construed as a waiver of any subsequent breach.

10.5  Force Majeure

Neither party shall be liable for failure to perform obligations caused by events beyond their reasonable control, including acts of God, government actions, pandemic, war, or UAE regulatory changes, provided the affected party notifies the other within forty-eight (48) hours and takes reasonable steps to mitigate the impact.

10.6  Electronic Acceptance & Digital Signatures

The Agency’s digital acceptance of these Agency T&C — whether by ticking an acceptance checkbox, clicking ‘I Agree’, completing the Agency registration process, or listing any Vehicle on the Platform — constitutes a valid, binding, and legally enforceable electronic signature and agreement in accordance with UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services (and its predecessor Federal Law No. 1 of 2006). The Agency irrevocably agrees that it cannot later challenge the enforceability of its acceptance of these Agency T&C on the grounds that no handwritten signature was obtained.

10.7  Data Protection Officer Contact

For all data protection enquiries, requests to exercise data subject rights, or notifications of data breaches involving User personal data, the Agency must contact CarEjar’s designated Data Protection Officer at: info@carejar.net. General operational enquiries should be directed to info@carejar.net.