General Terms and Conditions
Lurento is a trading name of Goldenage Technologies OÜ, which is a limited company registered in Estonia (Reg. no. 12943267), registered address at Narva mnt 38-40e, Tallinn 10152. These terms and conditions, constitute our agreement with you, the renter, for the services we provide. Together, these are referred to as ‘terms’. These terms shall apply to all contracts for the provision of our services to the exclusion of all other terms and conditions.
If you, the renter, do not agree with any part of them, you must not proceed with your reservation. Your car rental reservation or use of additional services is subject to the laws of the country and/or state in which the rental takes place. The agreement between customer and Lurento comes into force as soon as Lurento provides written confirmation to customer by email. The agreement provided by car rental company comes into force once you pick-up the car.
The capacity in which we act depends on our relationship with the car rental company. These terms apply to any reservation that you make with Lurento, so you should make sure that you are aware of their contents. Both our terms and conditions and those of the car rental companies we work with contain some exclusions and limitations.
CONTACTING CUSTOMER SERVICE
You can contact our customer service via email, phone or chat:
UK +44 20 3885 0331
US +1 646 995 5185
CH +41 43 550 1723
Email: [email protected]
Online chat: https://lurento.com
- “Lurento/Us” means the features and services we make available, including through our website and any other Lurento branded or co-branded websites or products (including sub-domains, international versions, widgets or apps) now existing or later developed;
- “Customer/You” means the person, organisation or business paying for and/or using the services;
- “Service” means the reservation of cars or additional services through Lurento;
- “Car rental company” means the car rental company responsible for renting the specific vehicle;
- “Information” or “Content” means the facts and other information about the vehicle, car rental company and the services provided, including anything you or other users post on the website;
- “Website” means https://lurento.com website;
- “Offer” means car rental service offer provided by car rental companies via Lurento to rent specific vehicle under the specific terms of rental, including cost, insurance coverage, cancellation policy, pickup and return location and time and the cost of optional extras;
ACCURACY OF INFORMATION
Although we strive to ensure the accuracy of the information on this website, neither we nor our affiliates, car rental companies or partners can be held responsible by you for the accuracy of such information. It is solely your responsibility to evaluate the accuracy, completeness and usefulness of all information provided on this website.
Rates, services and optional extras
WHAT IS INCLUDED OR EXCLUDED IN THE PRICE?
Rental cost includes:
- Cost of car rental for the specified rental period
- Delivery and collection to the specified address
- VAT and other applicable taxes
- Payment processing fees
- Free kilometres or miles as specified for each offer
- Comprehensive insurance with specified excess
- GPS Navigation
- Roadside assistance in case of accident or breakdown
- Winter equipment during winter season as required by local laws
Rental cost does not include:
- Unlimited kilometres (miles)
- Parking and parking tickets
- Road, bridge or tunnel tolls
- Traffic fines
- Electronic transponders and vignettes
Rates specified for additional services are inclusive of VAT, other applicable taxes and payment processing fees.
DELIVERY AND COLLECTION
Delivery and collection costs are included in your offer.
The car can be delivered and collected anywhere in the specified town, city or metro area including metro area airports. Before you confirm your reservation, you will have the option to enter a specific address (residential or commercial, airport terminal, train station, hotel, villa, etc) where you want to collect and return the vehicle. If you don’t know the exact pickup or return location, you can provide that information later, but no later than 48 hours before your rent starts.
You will receive delivery driver information and emergency contact number 24 hours before the rent stats. If your pickup location is at the airport, delivery driver will wait for you at the exit with a name sign.
Child safety regulations must be observed at all times. You easily add a child safety seat(s) before you confirm your reservation. The cost of child safety seats will be displayed on your offer. Child safety seats are not available for all car models (two-seaters, specific sports cars, convertibles, classic cars, etc) or on all locations. If the child safety seats are available for the specific vehicle you will have the option to add it before your confirm your reservation.
You can add up to two additional drivers before you confirm your reservation.
Additional drivers are covered by the same level of insurance. The cost of insurance and administration of additional driver is specified on your offer. Once you complete your reservation you will be required to upload drivers license and passport or national ID for each additional driver.
ADDITIONAL PRE-PURCHASED KILOMETRES/MILES AND EXCESS USAGE
Free kilometres (miles) included in your offer are displayed for each offer and may differ. All rates on the website or communicated otherwise do not include unlimited kilometres (miles).
If you need more kilometres (miles) you can easily add more before you confirm your reservation. Make sure you have enough for your trip and avoid paying for excess usage. The cost of pre-purchased kilometre (mile) is always lower compared to excess usage cost. Any excess usage will be charged by car rental company from the amount blocked on your credit card.
All offers include a comprehensive insurance with specified excess amount – insurance deductible for comprehensive cover. The protection includes Collision Damage Waiver and Theft Protection.
The insurance amount is specified for each offer. In case of damage or theft, your total liability is up to the amount specified as “insurance deductible for comprehensive cover” if there is no breach to these terms or breach of the agreement with car rental company.
Collision Damage Waiver (CDW) reduces your liability from the total cost of the damage to an excess amount, unless you intentionally causes the damage, under the influence, or uses the car in a prohibited or negligent way including driving off main roads or providing the car to unauthorized drivers. CDW covers liability for damage to the car or its parts.
Theft Protection reduces your liability in the event of theft or damage caused due to theft or attempted theft of the car to an excess amount. Negligence connected with the theft or damage to the car may lead to the car rental company requiring the full amount for the cost of the car.
OPTIONAL INSURANCE PRODUCTS
Insurance providers or car rental company may offer optional insurance products via Lurento. If the option is available it will be included in your offer and you can check all the details before you buy. We do not guarantee availability of optional insurance products for all cars and/or locations. Lurento takes no responsibility for third-party insurance policies purchased elsewhere or from car rental company directly.
WHAT’S NOT INCLUDED IN YOUR INSURANCE POLICY?
The insurance policy does not cover:
- Windscreens, tyres, undercarriage, rims, wheels, replacement locks and keys
- Deep cleaning charges or damage to the car’s interior (unless caused by a collision)
- Repairs not authorised by car rental company
- Damage to or loss of child seats, GPS devices or other additional equipment
- Costs incurred under circumstances that break these terms or the rental agreement
- Other exclusions may apply and can differ between car rental companies, so we recommend checking these exclusions with the car rental company when picking the car up.
Online Reservation Process
The following are the steps to making your reservation online:
1) Select your search criteria
– Enter your search criteria in the online search form including rental dates and pickup/return location
2) Offers from car rental companies
– Based on the search criteria, Lurento will provide you with the offers matching your request
– Once you select the desired car, you can check the details of the specific offer
3) Offer details and optional extras
– You will be able to add extras or additional insurance by clicking on the desired items. The cost of each selected items will be added to the total cost of your rental
4) Completing your reservation
– Specify the exact pick-up and return address and time and driver details. If you don’t know the exact address or pickup/return time, you can provide that information later.
– Select desired payment method and fill in the required information
– Before you confirm you will be asked to accept these terms. Please review it carefully and save it for a future reference.
5) Confirmation from Lurento
– Lurento will send you a confirmation of your reservation. The confirmation email will include the main details of your reservation, including reservation number, driver details, rental details and costs of services.
Confirmation, payments and deposit
In most cases, we will confirm your reservation immediately or within the 24 hours. Sometimes we need to wait for the car rental company to confirm that a car is available. If for any reason the car you’ve selected is not available, we will tell you right away and communicate alternative offers. If you’re not satisfied with the offers provided you can cancel your reservation free of charge.
Once your reservation is confirmed, you will receive the confirmation and your credit card will be charged for the amount specified as prepayment.
The remaining amount will be charged 3 days before you rent starts. The transactions are made in advance so in case of any problem with the payments you have enough time to contact your bank or provide another credit card.
Sometimes your payment might be processed by car rental company. In that case you will be notified before the payment had been made.
To confirm your reservation a prepayment is required. Prepayment amount will be displayed on your offer before your confirm reservation. Prepayment is refundable for offers eligible for free cancellation. Please note that certain rates and offers (special offers and requests, connected reservations, reservations made using promotional codes, tours, etc.) may require a full payment at the time of making reservation and are not eligible for free cancellation.
You can pay rental cost using credit and debit cards, Bitcoin or via bank transfer. The accepted credit cards are as follow:
– For payments in Euros (EUR) – Visa, Mastercard, American Express, Maestro, Diners
– For payments in US Dollars (USD)- Visa, Mastercard, American Express, Maestro, Diners
– For payments in Pound Sterling (GBP) or Swiss Franc (CHF) – Visa, MasterCard, Maestro
If you wish to pay via bank transfer, contact our customer service. All payments made via bank transfer must be received by us at the least 48 hours before your rent starts. Lurento takes no responsibility in case of any delays or issues with the payment (bank holidays, weekends, technical issues, etc).
If you wish to pay in Bitcoin you can select that option before you confirm your reservation. Lurento takes no responsibility for Bitcoin exchange rates. The rates are guaranteed only in fiat currency (EUR, GBP, USD and CHF) displayed online or otherwise communicated. Payments made using Bitcoins must be received 48 hours before your rent starts.
Before you rent starts you must leave a deposit for your rental. The amount is different for each car and it will be displayed as “credit card block” amount on your offer. The amount of deposit is less or equal to the amount of insurance deductible. The deposit amount will be authorized on your credit card but not debited (charged).
The deposit is intended to cover additional rental costs, traffic fines, any potential damage to the car, its loss or theft. In the event that the car is damaged, lost or stolen, the entire deposit amount shall be retained and, after the original condition has been restored, it shall be paid back to you less the car rental company damage compensation claims.
Deposit will be authorised by car rental company 3 days before your rent starts. The transactions are made in advance so in case of any problem with the authorisation you have enough time to contact your bank or provide another credit card. In case of no-show or cancellation the deposit will be released the next working day.
Assuming there are no damages or additional costs, your deposit will released no later than 7 working days for rents taking place in Europe, or 14 working days for rents taking place in United Arab Emirates. If there are damages, traffic fines or additional rental costs the deposit, minus the cost, will be released no later than 2 working days after being invoiced for damages or the additional rental costs. Please note that it might take some time before the transaction is visible on your credit card statement.
Cancellations, modifications and unused services
MAKING CHANGES TO YOUR RESERVATION
If you need to change your reservation you can request the change online via the link provided in the confirmation email, by logging in to your account or by contacting our customer service. In most cases we will do our best to accommodate your request but we make no guarantee to facilitate the requested changes. Failure to notify us of any changes regarding pick-up or return city, time or date, or model specified in your confirmation may result in the cancellation of your reservation. A charge may be applied to changes to your reservation. In addition, for each confirmed change, you will be charged a non-refundable administrative fee of EUR 25.00.
IF WE MAKE CHANGES TO YOUR RESERVATION
Sometimes it may be necessary for changes to be made to your reservation by us or by the car rental company. In all such cases we will advise you as soon as reasonably possible before your rent starts. If the model confirmed it’s not available and if the proposed changes are unacceptable, you will receive a full refund. However, in such circumstances, we shall have no additional liability in respect of any direct or indirect losses you may suffer as a result of such changes.
CANCELLATION BY CUSTOMER
Reservation can be cancelled at any time. Before you confirm your reservation you can review a cancellation policy for the selected offer.
Any cancellation request must be sent to us in writing via email by the person who made the reservation and will not take effect until received by us. Once we receive the cancellation request, we will cancel your reservation. You will receive an email confirming your cancellation including information about cancellation fee, if any.
If you reservation is eligible for free cancellation, you will not be charged or you will be refunded for monies already paid. Otherwise you will be charged for a cancellation fee. If we receive your cancellation request 72 hours or less before the specified pickup time, you will be charged a full amount of rental cost. Prepayment is non-refundable unless your reservation is eligible for free cancellation.
CANCELLATION BY CAR RENTAL COMPANY
If a car rental company cancels a confirmed reservation we will provide the exact model from another provider.
If that’s not possible we’ll provide free upgrade and/or a suitable alternatives. If you’re not satisfied with the alternative offers provided, your reservation will be considered cancelled and you will receive a full refund within the 7 days. We will give our best to find you the best possible alternative, however we cannot guarantee availability of free upgrades or replacements. Alternatives may cost less or more compared to your initial request.
NO-SHOW POLICY AND UNUSED SERVICES
If you’re not able to collect the car at specified time and location contact our customer service as soon as possible and we’ll try to modify your reservation. Please check “Making changes to your reservation” above. Lurento does not offer any discounts or refunds for missed or unused services which were missed or unused by the customer due to no fault of Lurento or car rental company, which shall include any termination of your participation in the service due to your own fault, negligence or breach of these terms.
DRIVING LICENSE, PASSPORT OR NATIONAL ID
In order to rent a car you must hold a full and valid driving license in your home country. Lurento and/or car rental company may request personal identification documents to verify driver and cardholder data, including but not limited to driver’s license, passport or national ID.
You are required to send scanned or photographed images of the documents requested to confirm the reservation or prior to consuming services. Once you confirm your reservation, you will have the option to securely upload the required documents. It is your responsibility to ensure the validity of any documents you provide. Failure to do so could result in the termination of your reservation in which case no refund will be offered. If we suspect you have made a deliberate attempt to rent a vehicle under false pretenses we will be required by law to inform the local authorities. We are in no way responsible for any losses incurred by you or any third-party as a result of fraudulent or otherwise invalid documents provided by you.
You are responsible for obtaining an International Driving License or any other necessary permit, if required by law. Lurento is not responsible for any change to local or national laws regarding driver license requirements and it is your responsibility to ensure you are entitled to drive a vehicle in your destination country.
We must be informed at the time of reservation of any endorsements or penalties on your driving license. Failure to do so may result in the refusal or the cancellation of a reservation. You must have your driving license and any necessary permits with you at any time you are in the rented car and you must provide it for inspection to local authorities when requested.
Car rental company has the right to refuse to deliver a vehicle or honor the reservation agreement with you if you fail to provide your driving license, passport or national ID at the time of delivery. In such cases no refunds will be made.
AGREEMENT WITH THE CAR RENTAL COMPANY
In order to collect the vehicle, you will need to sign the agreement with car rental company. The agreement might be provided on the official language of the country where car rental company is registered. The agreement doesn’t conflict with these terms, however it might contain specific limitations applicable in the country where car rental company is registered.
VEHICLE INSPECTION FORM
Before you pickup your car you will need to sign vehicle inspection form. Take a good look at the vehicle and make a note if any damages are present, including any damages on tyres, windscreen, undercarriage, rims, interior. Keep a copy of vehicle inspection form, otherwise we will not be able to assist you if there is a dispute regarding car condition.
General information and limitations
CAR CAPACITY AND EXCESS LUGGAGE
We can’t accept liability for the car being unsuitable for all passengers and luggage. Make sure that the car you’ve selected has enough space. The models are guaranteed so you can easily check all details and specs online or contact our customer support. We cannot accept responsibility if the car rental company refuses to supply a car because the party size is too big or if your luggage can’t fit.
We can collect your excess luggage and deliver it once your rent is over. This service might not be available on all locations. Please check with our customer support for the service availability and possible associated charges.
Minimum age required for driving a specific car will be displayed on your offer and may be different for each car. Additional fees or restrictions may apply with certain car rental companies or in certain countries for drivers aged under 21 or or over 65 years: where the correct driver age has been submitted with the reservation request, we will advise of any likely fees or insurance policy requirements. You may choose not to pay the additional fees or not to accept the insurance policy requirements. In that case your reservation will be canceled free of charge.
The car will delivered with a full tank and you should return it full. If for any reason the tank is not full when you pick up the car, make a note on the vehicle inspection list and return the car with the same level of fuel. Any missing fuel will be charged from your deposit. Where the car rental company charges for fuel, the cost may be higher than it would be at a local petrol station.
Rents taking place in Europe:
You are authorized to drive the car in countries where pick-up and/or return is specified, and any countries on the direct (shortest) route between specified pickup and return locations, islands excluded. If you plan to use the car in other countries, make a note before you confirm your reservation and we will amend your request, if possible.
If your rent is taking place on an island, you’re not authorized to leave the island without explicit permission from Lurento. If you pickup and return location is not on the island and you want to use the car on any island an explicit permission from Lurento is required. If the island or territory is connected to the mainland by road, no permission is required.
Rents taking place in United Arab Emirates:
You are authorized to drive the car only in United Arab Emirates. If you plan to use the car in other countries, make a note before you confirm your reservation and we will amend your request, if possible. Additional fees may apply.
FLIGHT AND OTHER DELAYS
We will track your flight to ensure timely delivery. Regardless, in the case of flight or other delays you must inform us as soon as possible. We will attempt to adjust the delivery time for you in accordance with your delay but this may not always be possible.
LATE PICKUPS AND EARLY RETURNS
Your rental starts and finishes according to the pickup and return dates and times detailed in your confirmation. No refunds will be provided for unused services if a car is picked up late or returned early. If you are unable to pick up the car up at the agreed time and date, it is essential you contact us as soon as possible.
PROVISION OF CARS
Car rental companies reserve the right to refuse a car to any person who is considered unfit to drive or does not meet eligibility requirements. We will not be liable for the completion of travel arrangements, nor for any refund, compensation or any other costs you, the renter, may have to pay in such a case.
MECHANICAL DIFFICULTIES AND ACCIDENTS
In the case of breakdown or mechanical difficulties, you must call the emergency contact number immediately. Car rental company must give authority for repairs or replace your car. If you are involved in an accident, the local police and the car rental company must be contacted. You must keep the copies of all relevant documentation you are asked to complete.
Your rental is subject to the agreement with the car rental company and to the corresponding laws of the country and/or state in which the rental takes place. You will therefore be subject both to our terms and to those of the car rental company. We accept no responsibility for and shall not be liable in respect of any loss, damage, alterations, delays or changes arising from civil strife, industrial disputes including air traffic control disputes, terrorist activity, natural or nuclear disaster, fire or adverse weather conditions, unavoidable technical problems with transport, closure or congestion of roads, airports or ferry ports, cancellation of scheduled flights or financial failure of airlines.
We are responsible for losses you directly suffer as a result of us breaking this agreement if the losses are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by both you and us at the time our agreement is formed. We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us nor are we liable for loss of profits, loss of opportunity, loss of goodwill or consequential losses, damages or costs. In the event that the force majeure persists for more than 14 consecutive days, we may terminate and withdraw reservations by giving 14 days’ notice and refunding all monies paid prior to the force majeure event.
Verification of submitted data may be required prior to our acceptance of any reservation. Except as otherwise required by law or as otherwise expressly stated by us, price, rate and availability of products or services are subject to change without notice. You acknowledge that bookings, purchases and services are subject to additional terms and conditions imposed by us or by the car rental company which supplies your car.
SERVICE RATINGS AND REVIEWS
Ratings and reviews may be uploaded onto our website for the sole purpose of informing customers of your opinion of the service and quality of the car rental company, and used partially or in their entirety by Lurento on our website, mobile applications, social media platforms, newsletters, promotions or other channels owned or controlled by Lurento. We reserve the right to refuse or remove reviews at our sole discretion. Reviews express the personal opinions of our customers who filled out a survey after completion of their rental. These opinions do not necessarily represent our views.
If you are dissatisfied in any way with your rental, please report this to us and to the car rental company as soon as feasible. It is difficult for us to assess any claim regarding your rental if this action is not taken at the time. If you, the renter, wish to make a complaint, please ensure you contact our customer service team within 30 days after you rent is over.
Lurento is operated by Goldenage Technologies OÜ registered in Estonia. This Agreement shall be governed by and in accordance with the laws of Estonia and any disputes arising shall be subject to the non-exclusive jurisdiction of the courts in Estonia. If there are any questions regarding Terms and Conditions, you may contact our customer service.