Carzilla

Terms and Conditions

Last Revised: May 16, 2025

Introduction

Welcome to Carzilla! These Terms and Conditions ("Terms") explain how you can use the Carzilla website and mobile app (our "Platform") to browse, sign up, and subscribe to rental vehicles. By accessing or using Carzilla, you agree to these Terms, so please read them carefully. We've tried to keep the language clear and user-friendly.

CARZILLA CAR RENTAL L.L.C, a limited liability company incorporated under the laws of the United Arab Emirates, holding Commercial License No. 1390013, having its registered office at Office MF/27, Mohammed Obaid Mohammed Al Badoor Building, Naif, Dubai, United Arab Emirates, fully authorized and licensed by the Roads and Transport Authority (RTA) of Dubai under Traffic File Reference No. 122362 to perform car rental activities within the Emirate of Dubai. Carzilla (referred to as "we", "us", or "our") is a digital car rental subscription service. We connect you (the User or Subscriber) with our network of third-party vehicle providers (our "Partners"). Carzilla acts as a facilitator: we manage the booking and payment process, but we do not own the vehicles you rent through our Platform. Our role is to provide a seamless experience between you and the Partner who provides the car.

If you have any questions about these Terms or Carzilla's services, please contact our support team – we're here to help!

Account Registration & Eligibility

To use Carzilla’s services (like booking a car), you need to create a Carzilla account. Here are the basic rules and requirements for registering and maintaining an account:

Accurate Information: You must provide true, current, and complete information about yourself. This includes your name, valid contact details (email, phone number), and any other details we require during sign-up. Keep your information updated if anything changes.
Legal Driving Age: You must be of legal driving age to rent a car through Carzilla. In most cases, this means you should be at least 21 years old (or the minimum age required by local law) and not above any age limit set by our insurance or Partners (typically 65 years old, unless specifically approved).
Valid Driver's License: You must hold a valid driver's license appropriate for the type of vehicle you intend to drive. If you're renting in a foreign country, you may need a valid international driving permit as well. We may ask you to upload a copy of your driver's license, government-issued ID (e.g. Emirates ID or passport), and visa (if applicable) to verify your eligibility. All drivers must have had their license for a minimum period (for example, at least 6 months for local licenses; 1-2 years if using an international license) as required by our Partners.
One Account Per User: Please don't create multiple accounts or provide false identity information. You are responsible for all activity under your account. Creating fake accounts or misrepresenting your identity is a violation of these Terms.
Account Security: Choose a strong, unique password and keep it confidential. You're responsible for maintaining the security of your account. If you suspect any unauthorized use of your account or a breach of security (for example, someone else using your account without permission), notify Carzilla immediately. We cannot be responsible for losses resulting from compromised account credentials if you fail to keep them secure.
Eligibility Checks: We may conduct verification checks to ensure you meet our eligibility criteria. This can include verifying your identity, driving license validity, driving history, and sometimes a credit or background check for risk purposes. By registering, you give us consent to perform these checks. If you do not meet our criteria (for example, if your license is invalid or if you have a poor driving record), Carzilla reserves the right to decline your registration or any booking.
Authorized Drivers: Only you (the account holder and subscriber) and any additional drivers that Carzilla or our Partner explicitly approves are allowed to drive the booked vehicle. If you want someone else (e.g. a spouse or family member) to also drive the car, you must first get approval by adding them as a named driver with the Partner and ensuring they also meet the requirements (valid license, age, etc.). Do not let unapproved or unlicensed people drive the car, as this may violate insurance terms and these Terms.

By creating an account, you also agree to our Privacy Policy (see Privacy & Communication below) which explains how we handle your personal data.

Booking A Car Subscription

Carzilla offers a flexible, subscription-style approach to car rentals. Here’s how the booking process works and what to expect:

Browsing Vehicles: You can browse available cars on the Carzilla app or website. We provide details for each vehicle (make, model, year, features) as well as the monthly subscription price and what it includes (for example, insurance, maintenance, and a mileage allowance).
Making a Booking Request: Once you find a car you like, select your desired Subscription Plan (e.g. month-to-month or longer duration) and any options offered (such as extra mileage packages or insurance upgrades). You'll then provide necessary information (if not already provided in your account) and submit a booking request.
Providing Documents: As part of the booking, you may need to upload or present certain documents (valid driver's license, ID, etc.) if not already on file. This helps us and our Partners ensure you're eligible to drive.
Payment Details: You'll be prompted to enter a payment method (credit or debit card) if you haven't already. Carzilla processes all payments securely through the Platform – you do not need to pay the Partner directly. (See Payments & Security Deposits below for more on how payment works.)
Booking Confirmation: After you submit your booking, Carzilla will review the request and confirm availability with the Partner that provides the car. We may perform final checks (as mentioned in the eligibility section). If everything looks good, Carzilla will confirm your booking – usually via an in-app notification and email confirmation. This confirmation includes details like the vehicle booked, start date, subscription period, pickup/delivery info, and the subscription price. At this point, any initial charges (first subscription period fee, deposit, etc.) will be charged to your payment method. Once confirmed, your booking is active and binding.
If a Booking Can't Be Confirmed: In rare cases, if the car you requested is not available or if you don't meet requirements, Carzilla may need to decline or cancel the booking. If we cannot accept your booking, we will inform you and refund any payment you've made for that booking. We might also suggest alternative vehicles if available. Carzilla and our Partners reserve the right to refuse a booking request at our discretion (for example, if you fail a driving record check or if the vehicle became unavailable unexpectedly).
Vehicle Handover (Delivery/Pickup): Once your booking is confirmed, we'll arrange for you to receive the car. Carzilla offers delivery to your chosen location whenever possible, or you may arrange to pick up the vehicle from the Partner's location – details will be in your confirmation. At the time of handover, you will need to show your original driving license and ID for verification. You may also be asked to sign a rental form or digital agreement from the Partner acknowledging the vehicle's condition (inspection report) and that you received the car. Tip: Take a moment to inspect the car upon handover. Note any existing scratches or issues on the vehicle condition form or in the app, and make sure they're documented so you won't be held responsible for pre-existing damage.
Enjoy Your Subscription: Now you're ready to drive! The car is yours to use for the subscription period as per these Terms and the Partner's vehicle agreement. Carzilla and the Partner will handle behind-the-scenes things like insurance and maintenance, so you can drive worry-free (just be sure to follow the usage guidelines in the next section).
Extension or Swap: If you're loving the car and want to extend your subscription, or if you'd like to swap to a different car after your current period, you can do so through the Carzilla app (subject to availability). We aim to be flexible – for instance, you might start with a one-month subscription and decide to keep the car for another month or swap to a new model next time. Just let us know before your current period ends so we can arrange it seamlessly.

Important: When Carzilla confirms your booking, we act on behalf of the Partner to finalize the rental. Carzilla is the agent authorized to collect payment for the subscription fee and any other charges, so paying Carzilla means you’ve fulfilled your payment obligations to the Partner. The rental contract for the vehicle (often called a Partner Agreement or Master Rental Agreement) is between you and Carzilla (as the service provider) and incorporates these Terms and any specific terms from the Partner. In simple terms, Carzilla manages the rental on behalf of the Partner, and you will typically not need to separately negotiate anything with the Partner – we handle it for you.

Payments & Security Deposits

Using Carzilla is a cashless experience – all payments are handled via our Platform for your convenience and security. Here’s what you need to know about payments and deposits:

Subscription Price: When you book a car, you agree to pay the listed subscription price (e.g. a monthly fee). This price is usually inclusive of the major costs of your car rental, such as the vehicle usage, standard insurance, and basic maintenance. It will also specify a mileage allowance (for example, 2,000 km per month). Taxes (like VAT) will be included or added as required by law and will be clearly shown in the pricing.
Billing Cycle: Carzilla typically charges subscription fees monthly in advance (or for whatever subscription period you selected). The first payment (for the first billing period) is charged when your booking is confirmed. After that, if your subscription continues, Carzilla will charge your saved payment method automatically at the start of each new billing period. For example, if you have a month-to-month subscription, we will charge you each month on the renewal date. By providing a payment method, you authorize Carzilla to automatically charge recurring subscription fees and any other applicable charges to that method.
Payment Methods: We accept major credit and debit cards (and other payment methods as displayed in the app). All payments are processed securely. You agree to maintain a valid payment method on file with us for the duration of your subscription. If we are unable to charge your card on file (due to expiration, insufficient funds, etc.), we will notify you to update your payment info. Failure to resolve payment issues may result in suspension of your subscription or additional fees (see Termination by Carzilla section).
Security Deposit: Many rentals require a refundable security deposit. Carzilla may charge or place a hold (pre-authorization) for a security deposit at the start of your subscription. The amount of the deposit will be communicated to you before you confirm the booking (it can depend on the car model or other factors). We hold this deposit as security against potential damage, excessive wear, extra mileage, unpaid fines, or other charges you might incur during your use of the car.

If a deposit is held as a credit card pre-authorization (a hold on your card), note that this will reduce your available credit but not actually deduct money unless converted into a charge.
Deposit Refund: Assuming everything is in order when you return the vehicle, we will release or refund your deposit. This typically happens after the car is inspected and any outstanding charges are accounted for. We aim to process deposit refunds quickly (usually within a few business days after your subscription ends and the car is checked in). However, please be aware that depending on your bank or card provider, it might take several more days for the refund to reflect in your account.
Deductions from Deposit: If there are any charges to be taken from your deposit (for example, to cover repair of new damage, cleaning fees for excessive mess or smoking, extra mileage, or unpaid traffic fines), we will inform you of these charges. We will provide a breakdown of any deductions. If the deposit doesn't cover the full amount of the charges owed (for instance, if damage repair costs more than the deposit), you will be responsible for paying the difference. Conversely, if the charges are less than the deposit, we'll deduct the amount and refund the remaining balance to you.

What's Included / Excluded: Your subscription fee typically includes: use of the vehicle for the period, basic comprehensive insurance (with a standard excess/deductible), routine maintenance, and standard cleaning at end of rental. It excludes: fuel, toll road charges, parking fees, traffic or parking fines, and excessive wear or damage fees. These excluded costs are your responsibility as they depend on how you use the car. For example, you are expected to pay for your own fuel and any Salik/toll charges incurred. If the car comes with a full tank of fuel, you should ideally return it with a similar fuel level to avoid refueling charges.
Extra Mileage: Each subscription comes with a mileage limit (e.g., a certain number of kilometers per month). If you drive more than the included mileage, excess mileage fees will apply (usually a small charge per extra km, as specified in your booking or agreement). We will calculate any extra kilometers at the end of your subscription (or monthly, if applicable) and charge the corresponding fee from your payment method on file or deduct it from your deposit. We'll be transparent about the rate per km in your booking details.
Late Fees and Other Charges: If you fail to make a payment on time, Carzilla may charge a late payment fee or interest as permitted by law (we will keep any such fees reasonable and disclose them if applicable). Additionally, if you keep the car beyond your subscription end date without formal extension (i.e., unauthorized holdover), we reserve the right to charge you for the extra time at a prorated subscription rate and/or additional fees as per our policies. It's always best to communicate with us if you need an extension to avoid any penalties.
Currency: All transactions on Carzilla are conducted in the local currency specified (for example, UAE Dirhams - AED, if you are in the UAE). The app will show you the currency and amount before you pay. If your card is issued in another country, your bank might apply a currency conversion rate or fees – Carzilla isn't responsible for those bank fees.

Carzilla will always strive to be transparent about all costs. If you have any questions about a charge, you can reach out to our support, and we’ll explain the details.

Using the Vehicle – Rules & Guidelines

While you are enjoying a Carzilla vehicle subscription, we ask you to follow some important usage rules to ensure safety, compliance with the law, and a good experience for both you and our Partners. Treat the car as if it were your own – with care and responsibility. By subscribing to a vehicle, you agree to:

Obey All Traffic Laws: Drive safely and follow the rules of the road at all times. You are responsible for any traffic violations, tickets, or fines (speeding, parking, traffic signal violations, etc.) incurred during your use of the vehicle. If we or our Partner receive a fine or violation notice incurred during your subscription, we will pass it on to you (and may charge your account for the fine plus any administrative fee for processing it).
No Dangerous or Illegal Use: Do not use the car for any illegal purposes or reckless activities. This includes things like participating in races or stunts, using the car to commit a crime, or carrying hazardous materials. Always drive sober – no driving under the influence of alcohol, drugs, or any substance that impairs your ability. Zero tolerance for DUI or reckless driving.
Personal Use Only: Carzilla's subscriptions are for personal or normal business use (like driving to work, running errands, etc.), not for commercial taxi or delivery services (e.g., Uber, Lyft, delivery driving) unless you have obtained prior written permission from Carzilla. Similarly, you should not lease, sub-rent, or lend the car to anyone who isn't an authorized driver on your subscription.
Geographical Limits: Keep the car within the allowed geographic area. Generally, this means within the country where you rented it (for example, within the UAE for Dubai-based rentals). If you wish to drive the car outside the UAE (or the designated country/region), you must get advance permission from Carzilla and the Partner, since insurance and permissions may not be valid across borders. Taking the car across borders without approval is a serious violation of these Terms.
No Unauthorized Drivers: As mentioned under eligibility, only you and any additional drivers approved by Carzilla/Partner can drive the vehicle. Don't let friends or family take the wheel unless they've been added as authorized drivers. This is important for insurance coverage and liability – unauthorized drivers may invalidate insurance, meaning you'd be personally responsible for any damage or accident. If someone not authorized needs to occasionally drive (for instance, in an emergency), please contact us for guidance.
Care for the Car: Treat the car well. That means:

No Smoking: Smoking or vaping in the vehicle is strictly not allowed. Many users are sensitive to smoke, and it leaves odors and residue. If a car is returned with signs of smoking (smell, ashes, burns), a cleaning/detailing fee may be charged to you.
Pets: If you transport pets, please keep them in carriers or protect the car's interior (e.g., with seat covers). Pet hair, stains, or damage may also incur cleaning fees. Some Partners may disallow pets entirely – check with us if you're unsure.
Keep it Clean: Normal use will result in some dirt, but avoid trash buildup or serious stains. Don't intentionally abuse the interior (no eating messy foods that could spill without proper care, etc.). Return the car reasonably clean. If a vehicle is returned extremely dirty or with permanent stains/damage to upholstery, you could be charged for professional cleaning or repairs.
No Modifications: Don't modify or alter the car in any way without permission. This means no changing the paint or putting external stickers (aside from temporary stuff like a parking permit), and no installing equipment or accessories that permanently change the car. Also, do not disconnect or tamper with any devices in the car (such as GPS trackers or telematics devices that some Partners use for safety and maintenance).
Fuel & Fluids: Use the correct fuel type (petrol, diesel, etc.) as indicated for the car. Putting the wrong fuel can cause serious damage – if misfuelling happens, you may be held responsible for the costs of repair. Also, take note if any warning lights appear (engine oil, coolant, etc.) – let us know if the car seems to need fluid top-ups or maintenance. Our Partners ensure the car is serviced, but if a light comes on, inform us so we can assist.

Mileage: Stay within your plan's mileage allowance or be prepared for excess charges as described in Payments. If you anticipate driving more than the included kilometers, consider contacting us in advance – we might offer an option to purchase additional kilometers at a discounted rate to avoid higher excess fees.
Regular Maintenance: Routine maintenance (like oil changes, tire rotations, etc.) is handled by the Partner and included in your subscription. If your subscription is long enough that the car comes due for service or registration renewal during your period, Carzilla or the Partner will notify you to arrange a convenient time for service. We may provide a temporary replacement vehicle if needed during servicing, or swap cars, depending on the situation. Please cooperate with any scheduled maintenance or registration requirements – it's important for safety and legal compliance. We'll make it as smooth as possible (often the Partner can pick up and return the car or perform service on-site).
Breakdowns & Issues: If the car develops a mechanical problem or breaks down, contact Carzilla immediately through the app or our helpline. We will assist in getting roadside assistance or other help. Do not continue to drive a car that is overheating, making alarming noises, or showing signs of serious malfunction – pull over safely and reach out to us. We and the Partner will work to repair or replace the vehicle as quickly as possible so you can continue your journey. You won't be penalized for downtime due to mechanical failure not caused by you; in fact, if the issue is significant, we may offer to pause your subscription or provide a replacement vehicle.
Accidents & Emergencies: In case of an accident, your safety is the top priority. Make sure you and any others are safe, and call the appropriate emergency services if needed (ambulance, police). As required by local law (for example, in the UAE you must obtain a police report for any accident), report the accident to the police and obtain an official accident report. Do not leave the scene of an accident without fulfilling legal requirements. As soon as you can, inform Carzilla about the incident. We have a 24/7 support line for accidents. We will guide you on the next steps, help coordinate with insurance and the Partner, and assist in getting you a replacement vehicle if the current one is not drivable.

Accident Responsibility: If you were at fault or if no third party is found at fault (as per the police report), you may be responsible for paying the insurance excess (deductible) amount. This is a fixed amount you must contribute toward repair costs under the insurance policy. The typical excess fee will have been indicated in your booking (for example, a certain AED amount). We will charge you that excess if applicable. If the other party is at fault, their insurance should cover repairs, but you'll still need that police report. Carzilla and the Partner will handle the insurance claim process, but you may need to provide a statement or fill out an insurance form describing what happened.
Theft or Serious Damage: If the vehicle is stolen or experiences major damage (fire, flood, etc.), again ensure authorities are informed immediately, then notify Carzilla. A police report is crucial for insurance in cases of theft. Provided you weren't negligent (e.g., leaving the car unlocked with keys inside), the comprehensive insurance should cover such incidents, and your responsibility would generally be limited to the insurance excess.

Personal Belongings: Take care of your personal items in the car. Neither Carzilla nor the Partner is responsible for any personal belongings you leave in the vehicle. If you forget something in a car after you return it, contact us and we will try to help retrieve it, but we can't guarantee recovery. It's best to double-check that you have all your items when you exit and return the car.
Follow Partner Guidelines: In addition to Carzilla's rules, you must adhere to any specific guidelines given by the Partner or listed in the car (sometimes a Partner will leave a user guide in the glovebox or a sticker on the dashboard with reminders). This might include information like fuel type, how to operate certain features, service contact numbers, etc. If you are unsure about any control or feature of the car, feel free to ask us or the delivery agent during handover.

By following the above guidelines, you help ensure that the car remains in good condition and that you and future subscribers have a great experience. Failure to follow these rules could result in additional fees or penalties (for instance, cleaning fees for smoking, or liability for damages). In severe cases or repeated violations, it could lead to termination of your subscription and account (see Termination by Carzilla section below, though we hope never to get to that point).

Insurance and Protection

One of the great benefits of Carzilla’s subscription model is that insurance is typically included with every vehicle. We want you to feel protected when you drive. However, it’s important to understand the basics of how this works:

Standard Insurance Coverage: All Carzilla vehicles come with the mandatory insurance coverage required by law, usually a form of comprehensive car insurance provided through our Partner or their insurer. This generally covers:

Third-Party Liability: If you are in an accident and found at fault, the insurance covers damage to other vehicles or property and injury to other people (third parties), up to the policy's limits.
Collision / Damage to the Car: The insurance also covers damage to the rental car itself (sometimes called collision coverage), and theft protection in case the car is stolen, subject to the terms of the policy.

Excess / Deductible: As mentioned earlier, the standard insurance coverage will almost always have an excess (deductible). This means if there is a claim (for example, you have an at-fault accident causing damage to the car), you are responsible to pay up to the excess amount, and the insurance covers the rest beyond that. Commonly, this excess might be a fixed amount (for example, "AED 1,500 per accident"). The exact amount can vary by Partner or vehicle and will be stated in your booking or rental agreement.
Insurance Does Not Cover…: Insurance won't cover everything. For instance:

If you violate the law or these Terms (e.g., driving under influence, unauthorized driver, or gross negligence), insurance may become void. In such cases, you could be fully responsible for all damages or losses, so please always adhere to the rules.
Personal belongings inside the car are typically not covered by the vehicle's insurance. (Your own travel or personal insurance might cover theft of personal items, but the car's policy usually doesn't.)
Minor things like tire damage or windshield chips may or may not be covered depending on the policy. Often, tires, glass, and underbody damage can be excluded from standard coverage unless caused by a collision. If you get a flat tire or a small windshield crack, let us know – we'll help get it fixed, but there might be a charge if it's not covered.

Upgraded Insurance Options: We want you to have peace of mind. Carzilla may offer optional insurance upgrades or add-ons. For example, some users purchase a Collision Damage Waiver (CDW) or similar product to reduce their financial responsibility. If such options are available, you'll see them during booking or you can ask us anytime. An upgrade might, for instance, reduce your excess to zero or a very low amount (often called "full coverage" or "zero deductible" coverage) for an extra fee. We'll clearly explain any optional protection plan so you can decide if it's right for you.
Accident Procedure: To reiterate from the usage section, if you are involved in an accident:

Safety First: Check for injuries and call emergency services if needed.
Notify Police: Obtain an official accident report as required. In places like the UAE, a police report is mandatory for insurance claims, even for minor fender-benders.
Contact Carzilla: Through our app or helpline, inform us as soon as you can. We will assist in filing the insurance claim and arranging repairs or a replacement vehicle.
Cooperate in Claim: Provide any necessary information to us or the insurance company. You may need to fill out a claim form or provide a statement of events.

During Repairs: If the car needs repairs due to an accident or damage, the Partner will handle the repair process. You should not arrange repairs on your own without approval. Our team will coordinate everything. If the car is still drivable and safe, we might let you continue using it until repair arrangements are made. If not, we'll work to get you a temporary replacement vehicle as soon as possible.
Excess Payment after Accident: If it's determined that you owe an insurance excess (deductible), Carzilla will charge that amount to your account. We'll provide you with an invoice or receipt for it. If the actual repair cost ends up being lower than the excess you paid, we'll refund you the difference (this can happen occasionally; for example, you paid an AED 1,500 excess but the repair was only AED 1,000 – the remaining AED 500 would be returned to you). If a third party or their insurer later accepts liability and pays for the damages, we will also refund any excess you paid. Essentially, we won't keep your excess if it turns out you weren't at fault or it wasn't needed for repairs.
No Insurance for Illegal Use: We have to make this clear – if you use the car in an illegal or prohibited way (such as drunk driving, racing, or allowing an unauthorized driver to operate it), insurance may not cover damages. In those scenarios, you would be personally liable for all resulting costs (vehicle repair, property damage, injuries, etc.). This is standard across all rental services and is one of the reasons we stress safe and lawful use of the vehicle.
Claims by Third Parties: If someone files a claim or lawsuit against you or Carzilla due to something that happened while you were using the car (e.g., a third party claims injury or damage), notify us immediately. The insurance carried on the vehicle typically would handle such third-party claims, but it's important we are aware of any potential legal issues. Do not make any promises or settlements to any third party without consulting us and the insurance provider. Let the insurance process work it out – that's what it's there for.

In summary, Carzilla’s insurance coverage is there to protect you and make your experience worry-free. As long as you adhere to the rules and drive responsibly, you’ll have the backing of insurance for the unexpected. If you have any questions about what is or isn’t covered, feel free to ask. We can provide a summary of the insurance policy or any documentation you’d like to see.

Cancellations, Returns & Refunds

We understand that plans can change. Whether you need to cancel a booking or end your subscription early, here’s how Carzilla handles cancellations, returns, and refunds in a fair and transparent way:

Cancelling Before Your Car is Delivered: If you've made a booking and your subscription hasn't started yet (for example, the car hasn't been delivered or picked up), you may cancel the booking through the Carzilla app or by contacting us. In such cases:

Full Refund with Minimal Fee: Carzilla will provide a refund of any fees you've paid, minus a small administrative fee to cover processing costs. This fee is typically modest (for instance, around AED 250) and is only intended to cover transaction fees or preparation work already done for your booking. We'll clearly inform you of any such fee at the time of cancellation.
Timing: Please try to cancel as early as possible if you need to. If you cancel last-minute (just before a scheduled delivery), the Partner may have already dispatched a driver or incurred costs, which could affect whether a fee is charged. We aim to be understanding, but giving us advance notice helps ensure a smooth cancellation and maximum refund.
How to Cancel: You can cancel directly in the app (under your booking details, there may be a "Cancel Booking" option) or call our support line. We'll process your request immediately and send you a confirmation of cancellation and any refund details by email.

Cancelling or Ending Your Subscription Early (Early Termination): If you've already started your subscription (you have the car) but want to end it before the agreed period (for example, you booked a month but want to return the car after two weeks, or you have a multi-month plan and want to terminate it early), here's what to expect:

Notice: Contact Carzilla support to request an early return. We will arrange a pickup or drop-off date for the vehicle. We appreciate as much notice as you can give (a few days at least) so we can coordinate with the Partner for a smooth return.
Early Termination Fee: Depending on the terms of your subscription, an early termination fee may apply. This fee covers part of the discount or costs for the unused period. We will clearly communicate any fees before you confirm the early return. For example, if you signed up for a 3-month discounted plan and want to end after 1 month, there might be a predetermined fee (or loss of the discount) as per the agreement. If you were on a month-to-month plan, usually you just stop at the end of the current month with no extra fee, but if you insist on returning mid-paid-period, we may not pro-rate a refund for the remaining days (or we might, case-by-case).
Refunds for Unused Days: Carzilla's general policy is that once a billing period has started, it is non-refundable (since the car has been reserved for you for that period). However, if you must return the car very early and there are special circumstances, talk to us – we strive to be reasonable. For instance, if you paid for a month and need to return the car after 10 days due to leaving the country or other unforeseen reasons, we might offer a partial refund for the unused days, subject to an early return fee. This is handled on a case-by-case basis, focusing on fairness to both you and our Partner.
Vehicle Return: When ending your subscription early (or at the normal end date), you will either arrange to drop the car off at a specified location or have it picked up. We'll coordinate the details. Ensure the car is in similar condition to how you received it (minus normal wear) and that you hand over all items that came with it (keys, documents, accessories like fuel card or parking card if provided, etc.).
Inspection & Settlement: At the time of return, the Partner or Carzilla agent will inspect the car for any new damage, check the fuel level, and note the odometer reading. We encourage you to be present during this inspection. After this, we will calculate if any additional charges apply (extra mileage, damages, missing fuel, etc.) and settle those from your deposit or charge your card as needed (with an itemized report to you). Then we'll process your deposit refund as described earlier.
End of Subscription Confirmation: We will send you a confirmation once your subscription is successfully ended. This will include a statement of any charges deducted or refunds made. Keep this for your records.

Carzilla or Partner-Initiated Cancellations: In rare situations, Carzilla or the vehicle Partner might have to cancel a booking or swap your vehicle. This could happen due to unforeseen events like the car becoming unavailable (e.g., prior accident damage, last-minute maintenance issue) or safety/legal reasons. In such cases:

Before Start: If we must cancel your booking before you receive the car, we will inform you as soon as possible and provide a full refund of any amount you paid. We'll also do our best to offer you an alternative vehicle of similar class as a substitute, if available and agreeable to you.
During Subscription: If an issue arises with the car during your subscription that requires cancellation (for example, a manufacturer recall that deems the car unsafe, or the Partner needs to withdraw the car from service), Carzilla will arrange a replacement vehicle for you so your service is not interrupted. If a suitable replacement can't be provided and the subscription must end, we will issue a pro-rated refund for the unused days of your billing cycle and assist you with return logistics.
Violation of Terms: If the cancellation is because you violated the Terms or the law (for example, Carzilla ends your subscription due to misuse or non-payment), this falls under Termination by Carzilla (see next section) and different conditions apply (you may not be entitled to a refund in that scenario).

In summary, we aim to be flexible and fair with cancellations. We know that life happens, and sometimes you need to adjust plans. Just communicate with us, and we’ll work out the best solution possible. All refund-eligible cancellations will be processed promptly, but note that it might take a few days for the refund to reflect in your bank account due to payment processing times.

Suspension or Termination by Carzilla

While we hope to never have to deactivate an account or end a subscription on bad terms, Carzilla reserves the right to suspend or terminate your access to our Platform (including cancelling active subscriptions) under certain circumstances. We will typically give warnings or try to resolve issues first, but for serious violations we may act immediately. Here are the scenarios and what they mean:

Violation of Terms or Policies: If you breach these Terms or any other policies you've agreed to (like the Partner's vehicle agreement), Carzilla may suspend or terminate your account and/or any current bookings. For example, if you engage in prohibited uses of the vehicle (fraudulent use, illegal activities, letting unauthorized drivers, etc.), or if you tamper with our app or commit fraud on our Platform, that's grounds for termination. We will notify you of such action and the reason, when possible. Minor issues might result in a warning, whereas serious violations (e.g., an accident caused by gross negligence or intentionally damaging a car) could result in immediate termination.
Non-Payment or Payment Fraud: If you fail to pay the subscription fees or any other amounts you owe (e.g., you have an overdue payment that you do not cure despite reminders), we may suspend your account and, if not promptly resolved, terminate your subscription. Additionally, if any payment you made is charged back or disputed falsely, that's considered a breach. In cases of non-payment, Carzilla and the Partner have the right to retrieve the vehicle immediately. We hope to avoid this scenario by keeping communication open – if you encounter financial difficulties, please let us know and we might work out a payment arrangement. However, using the service without paying is not acceptable.
Misuse or Illegal Conduct: Any use of the Platform or the vehicle that is illegal or endangers others can result in immediate termination. This includes things like identity theft, using a fake license, engaging in abusive behavior toward Carzilla staff or Partners, or using the car in a crime. Carzilla may also report such conduct to law enforcement if appropriate.
Loss of Eligibility: If you no longer meet the eligibility criteria to use our service (for instance, if your driver's license is suspended or revoked during your subscription), you must notify Carzilla. In some cases, we might learn of this through our own processes (e.g., if we get an alert about your license). Unfortunately, if you cannot legally drive, we will have to end your subscription early. We'll work with you on the logistics of returning the car. Depending on the situation (especially if you failed to disclose something), there may be fees or not. We try to be understanding if it's something like a sudden medical suspension of a license, but we have to prioritize safety and legal compliance.
Vehicle Recall or Partner Issue: This is not a "user fault" scenario, but if a Partner loses the right to rent (like if their license is revoked, or the car's registration is suddenly not valid, etc.), Carzilla might terminate the affected subscriptions. In such cases, we would provide alternatives or refunds as explained earlier. This point is just to clarify that sometimes termination isn't due to wrongdoing by either party but due to external factors; we will always aim to minimize inconvenience to you.
Process of Termination: If Carzilla decides to terminate your account or subscription, we will send you a notice (via email or app notification). If your subscription is terminated, you will be required to return the vehicle immediately (we will coordinate a pickup or drop-off within a short timeframe). You will be charged for the period you used the car (no refunds for the remaining days of a month in cases of misconduct-based termination) and for any damages or fees incurred up to that point. Any security deposit may be applied against outstanding charges. If charges exceed the deposit, you'll be invoiced for the remainder. In cases of serious damage or rule violations, additional fines or penalties may be assessed (for example, a cleaning fee for smoking or a penalty for unauthorized cross-border travel). These will be specified in your final settlement.
Account Suspension: In some cases, we might temporarily suspend your account rather than terminate it. Suspension means you cannot make new bookings or perhaps cannot use the current vehicle until an issue is resolved. Reasons for suspension might include: suspected fraud, awaiting verification (maybe something came up in a driving record check), or a dispute in progress. We'll inform you what you need to do to have the suspension lifted (e.g., provide a valid document, settle an unpaid invoice, etc.). During suspension, if you have an active subscription, we might ask you to pause using the car (or in certain cases retrieve it for safekeeping) until the matter is cleared.
Blacklisting: If an account is terminated for serious cause, Carzilla may blacklist your details in our system to prevent re-registration. This would happen in cases like fraud, theft of a vehicle, or other egregious behavior. We do this to protect our service and Partners. Of course, this is a last resort measure.

We truly hope to never have to terminate or suspend any user’s account. Our goal is to create a community of happy drivers and a trusted platform. As long as you follow the rules and communicate with us, it’s unlikely you’ll ever face these issues. But it’s important you understand that misuse of the service or violation of terms can have serious consequences, including legal action if warranted (for example, in case of theft or intentional damage).

Privacy & Communication

Your privacy is important to us. When you use Carzilla, you trust us with personal information, and we want you to know how it’s used. This section gives a brief overview of our privacy and communication practices. (For full details, please refer to our Privacy Policy document.)

Personal Data Collection: To offer our services, we collect certain personal data from you, such as your name, contact details, date of birth, address, driver's license information, and payment details. We only collect what we need to serve you and to comply with legal/insurance requirements. For example, we need your driver's license info to ensure you're legally allowed to drive and to share with our insurance/Partner if needed for verification.
Use of Data: We use your information to create your account, process bookings, facilitate vehicle delivery, and provide customer support. We may share relevant details with our Partners to the extent necessary – for instance, the Partner providing your car will know your name, contact info, and license details so they can hand over the vehicle and fulfill the rental. We do not sell your personal data to third parties. Any sharing is only with trusted entities like payment processors (to handle your payments securely), insurers (for coverage when you drive), or authorities (if required by law).
Data Security: Carzilla implements industry-standard security measures to protect your data. While no system is 100% foolproof, we take precautions like encryption of sensitive information and strict access controls. Always keep your login credentials safe too – that's a big part of keeping your data secure.
Communications from Carzilla: By creating an account, you agree that Carzilla can contact you through various channels, primarily email, phone (calls or SMS), and in-app notifications. We'll communicate with you for purposes such as:

Service Updates: Confirmation of bookings, reminders about upcoming renewal or return dates, notifications about your vehicle (e.g., recall or service alerts), and any important info about your account or subscription.
Billing: Invoices, payment receipts, or alerts if a payment fails.
Promotional Offers & News: We occasionally send newsletters or promotional offers (like a discount code for a friend referral or a special deal on an upgrade). You can opt out of marketing emails or messages if you prefer. Each marketing email will have an "unsubscribe" link, or you can adjust your preferences in the app settings or by contacting us. (Operational or transactional emails, like booking confirmations or policy updates, will still be sent as needed, since those aren't promotional—they're part of using the service.)
Feedback & Surveys: We may reach out to ask about your experience with Carzilla or the vehicle. This is optional, but we appreciate your insights to improve our service.

Third-Party Communications: Sometimes, you might receive communications directly from our Partners or related services – for instance, a Partner's driver calling to coordinate a delivery, or an insurance representative following up on a claim. This is normal and usually in response to an event (like an accident) or a scheduled service. Always be cautious about sharing information: our Partners will never ask for sensitive data like your Carzilla password. If you're unsure whether a communication is legitimate, you can always contact Carzilla to confirm.
Cookies and App Data: If you use our website, know that we use cookies and similar technologies to enhance your user experience (like keeping you logged in, remembering your preferences, and analyzing site traffic). The mobile app may request permissions (like location) – for example, to help set your delivery address or find nearby services. You can manage these in your device settings. For details, see our Privacy Policy or the app's permission explanations.
Privacy Policy: These Terms are meant to be user-friendly, so we're only summarizing privacy aspects. Our Privacy Policy contains comprehensive information about what data we collect, how we use it, your rights regarding your data, and how you can contact us about privacy concerns. By using Carzilla, you acknowledge that you have read or have the opportunity to read our Privacy Policy and agree to it. If you haven't yet, we encourage you to do so – it's available on our website/app.
Data Retention: We keep your information only as long as needed. For example, if you close your Carzilla account, we might retain certain info for a period of time to comply with legal obligations or to resolve disputes, but we'll not keep it indefinitely without purpose.
Age of Users: Carzilla is not intended for use by minors (people under the legal driving age or under 18 years old generally). We do not knowingly collect personal data from minors. If you believe a minor has created an account, please contact us and we will delete the account and associated data.

In short, we use your data responsibly to deliver and improve the Carzilla service. We value your trust and work hard to keep your information secure. If you ever have any privacy-related questions or requests (like accessing or deleting your data), you can reach out to our privacy team at [legal@carzilla.com] or through customer support.

Disclaimers & Limitation of Liability

While we’re committed to providing you with a smooth, enjoyable experience, we need to cover some important disclaimers and limits on liability. This section may sound a bit serious, but it’s important for setting the appropriate expectations about our service.

Service Provision "As Is": Carzilla provides its Platform and services "as is" and "as available." This means we strive for high quality and uptime, but we do not guarantee that the Platform will be flawless or always available. There might be occasions where the website or app is down for maintenance or technical issues, or times when a certain car or service isn't available. We'll do our best to keep things running and to inform you of any significant downtime or issues.
Vehicle Condition: The vehicles offered through Carzilla are owned and maintained by our Partners. We expect Partners to deliver clean, well-maintained, and roadworthy cars, and we do routine quality checks. However, Carzilla itself does not manufacture or own the vehicles, so we can't provide any warranty on the vehicles' mechanical condition or fitness beyond what the Partner or manufacturer provides. If a car has any issue, we will act quickly to remedy it (e.g., facilitate repairs or provide a replacement car), but we aren't liable for mechanical failures or defects that are out of our control. In other words, you acknowledge that the vehicle is provided by the Partner, and any issues with the car's performance or condition will be addressed as per the rental agreement and insurance, not as a breach by Carzilla.
No Liability for Partner Actions: Carzilla acts as an intermediary to arrange your car rental. If a Partner fails to fulfill something (for example, if they are late in delivering a car, or if they misrepresent a vehicle), we will do our best to fix the situation on your behalf. However, Carzilla is not liable for the direct actions or omissions of Partners, since we do not exercise full control over their operations. That said, we choose reputable Partners and will assist you in any dispute or claim against a Partner. Our role is to support you, and we will not leave you hanging – we just need to clarify that legally, the Partner bears responsibility for the vehicle and its condition.
Limit on Personal Injury or Property Damage: We do not limit or exclude liability for things that cannot be excluded under law (for example, in many jurisdictions we cannot contractually exclude liability for personal injury or death resulting from our negligence). However, aside from those core responsibilities, Carzilla's liability to you is limited. This means: if you incur losses or damages in connection with using our services or vehicles, to the extent permitted by law, Carzilla's maximum liability will generally be the amount of fees you've paid for the service or the direct damages you suffered, whichever is lower. We will not be liable for extreme, unpredictable scenarios beyond our control (often called "force majeure" events) such as natural disasters, wars, pandemics, or government actions that may disrupt service.
No Indirect or Consequential Liability: Carzilla will not be responsible for indirect losses such as lost profits, lost opportunity, loss of business, or other consequential damages that are not a direct result of our actions. For example, if you miss an important meeting because of a flat tire or you lose a business deal because a car delivery was delayed, we understand that's very inconvenient and we're truly sorry if it happens – and we will work to make it right in terms of getting you moving again – but we wouldn't be financially liable for the downstream consequence of the delay or issue. We only accept responsibility for direct issues under our control and within the limits of what you've paid.
User Responsibility: You agree that you use Carzilla and the vehicles at your own risk (with the understanding that insurance provides a layer of protection as described). You are responsible for using the Platform correctly (e.g., not introducing viruses or bypassing our systems) and for operating the vehicle safely. We disclaim liability for any misuse of the Platform or vehicles that is outside of our control. For example, if you use the car in a way that's not allowed and something goes wrong, that's on you. Similarly, if you rely on any third-party integrations or suggestions (like using a GPS map that leads you somewhere odd), we aren't liable for those third-party tools.
No Warranty for Fitness: We can't promise that any particular vehicle will meet all your personal expectations (maybe you wish it was a different color or had a feature that it doesn't). We list vehicles with details provided by the Partners, and those should be accurate. But Carzilla doesn't provide additional warranty beyond what is stated. If a feature is crucial for you, please check the listing or ask us beforehand. If after renting you find a significant discrepancy between what was advertised and what you got, let us know and we will correct it (perhaps by swapping the car or adjusting your fee). However, minor differences or preferences are not considered a breach on our part.
Third-Party Websites/Links: Our Platform might contain links to third-party websites or services (for example, a link to an insurance provider's terms, or a GPS navigation app). We are not responsible for content or practices of those third-party sites. When you visit an external link, their terms and privacy policies apply.
Indemnity: While we're keeping it non-legalese here, it essentially means if you do something that causes harm to Carzilla (for instance, you break the law or these Terms and as a result Carzilla faces a lawsuit or fine), you may be responsible for covering those losses. We just ask that you use the service lawfully and responsibly so this never becomes an issue.
Feedback and Information: If you provide us with any feedback or suggestions about Carzilla, note that we may use it without obligation to you (for example, if you suggest a feature and we implement it, we don't owe you compensation – your feedback is appreciated and given voluntarily). Any information or content you provide in public reviews or forums about Carzilla should not violate anyone's rights or contain unlawful material.
Quality of Service: We strive to keep our customers happy. Any issues, please inform us and we will do our best to resolve them. However, except as expressly provided in these Terms, we make no specific guarantees or warranties about the merchantability or fitness of our service for a particular purpose. This phrase basically covers that we're not giving a guarantee beyond "we will provide the service as described." If something isn't as described, your remedy is usually to work with us to fix it or, if we can't, perhaps to get a refund for that service.

TL;DR: Carzilla will do everything in our power to deliver a great experience. But if things go wrong beyond our control, we aren’t broadly liable for all possible consequences. We will, however, take responsibility for issues within our control up to reasonable limits. We also expect you to use common sense and follow the rules to keep everyone safe and happy. This balance helps keep the service sustainable and available to all users.

Governing Law and Jurisdiction

Carzilla operates in compliance with local laws and regulations. These Terms are governed by the laws of the United Arab Emirates, and any specific local regulations of the Emirate of Dubai (since our company is based in Dubai). We present these Terms in plain language, but if there’s ever a legal interpretation issue, it will be looked at under those applicable laws.

What this means for you as a user:

Governing Law: The agreement formed by these Terms is made under and subject to the laws of the United Arab Emirates. If you are using Carzilla in a different country (if/when we expand services), we will specify the governing law accordingly, but unless otherwise stated, assume UAE law governs. This does not override any consumer protection laws in your home country that by law apply — those may still protect you. We're just stating which jurisdiction's law is used to interpret this agreement.
Jurisdiction: In the unlikely event we have a serious dispute that can't be resolved amicably between us, the matter will be resolved by the courts of Dubai, UAE. By using the service, you agree to submit to the jurisdiction of these courts for resolving such disputes. We choose Dubai courts as it's where we're registered and it keeps things consistent.
Dispute Resolution: We genuinely hope to solve any issue through our support team. We encourage you to reach out and we'll try our best to settle any problems directly. If a dispute does arise that we can't sort out, aside from court, we might propose alternative dispute resolution (like mediation or arbitration) if we believe it could help — but we'll mutually agree on that if it comes up. Our primary goal is customer satisfaction and fairness.
Legal Compliance: You also agree to comply with all applicable local laws when using Carzilla. For example, if local law requires you to carry a physical license or certain safety equipment in the car (like a fire extinguisher or warning triangle, which is often provided), you must do so. We operate under Dubai's Roads & Transport Authority (RTA) regulations and ensure our operations are licensed and legitimate. We expect our users to respect those laws as well.
Severability: If any part of these Terms is found to be unlawful or unenforceable by a court, the rest of the Terms will continue to apply. We're giving you a friendly summary here, but that's a standard clause to protect both parties – basically, one odd clause won't invalidate the whole agreement.
No Waiver: If we don't enforce a part of these Terms at any given time, it doesn't mean we waive our right to enforce it later. For example, if you breach the Terms and we don't immediately act on it, we still can address it afterwards. We mention this just to set expectations, though our general approach is to be communicative and fair rather than suddenly punitive.

In plain words, by using Carzilla, you’re agreeing that any legal issues will be handled in Dubai under UAE law. We include this section to be transparent about how disputes will be handled, but we truly aim to keep you happy and avoid any need for legal action.

Changes to These Terms

From time to time, we may need to update these Terms to reflect changes in our services, changes in law, or for other operational reasons. Here’s what you should know about that:

Notification of Changes: If we make significant changes to the Terms, we will notify you. We might send an email to the address on your account and/or post a prominent notice on the Carzilla app or website. Minor tweaks that don't materially affect your rights (like clarifying wording or updating a company address) may not be broadly communicated, so it's a good idea to review the Terms periodically.
Acceptance of Changes: Continued use of Carzilla after changes are communicated and take effect constitutes your acceptance of the new Terms. If you don't agree to the updated Terms, you have the option to stop using the service (and you can always reach out to us if something really concerns you — we value user feedback).
Effective Date: We will include a "Last updated" date at the top of the Terms so you know how current they are. We may also archive older versions for reference, and you can ask us if you ever need clarification on what changed.
Scope of Changes: An update to Terms could cover things like new features (and rules for using them), adjustments in policies (perhaps if the law changes the insurance requirements, etc.), or changes in processes (like introducing a new payment method). We strive not to reduce any important rights without good reason, and our aim is usually to make the Terms clearer or more favorable when possible.

Rest assured, we don’t change Terms arbitrarily – it’s always with reason and with the goal of improving our service or compliance. Your continued trust is important to us.

Final Thoughts

Thank you for taking the time to read Carzilla’s Terms and Conditions. We know it’s a lot of information, but we believe in transparency and making sure you feel comfortable and informed while using our Platform. We have written these Terms in a more approachable tone because we want you to actually understand your rights and responsibilities, rather than just clicking “Accept” without knowing what’s inside.

By using Carzilla, you agree to all of the above Terms. If there’s anything you’re unsure about, or if you have any questions or feedback about these Terms (or Carzilla in general), please reach out to us. Our customer support team is always ready to assist you and clarify any doubts.

Now that the formalities are out of the way – we truly hope you enjoy the experience of using Carzilla to drive the cars you love, hassle-free. Welcome to the Carzilla community, and happy driving!

"At Carzilla, we believe in straightforward pricing with no hidden fees. Our rates are designed to be competitive while providing excellent value for your rental."

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