Politique de confidentialité / Conditions générales d'utilisation

TERMS OF USE AND PRIVACY POLICY Last updated: October 02, 2026

Dear customer,

Thank you for your interest in the RENTX platform. Please read these terms of use and privacy policy carefully before using RENTX or making a booking. By creating an account or making a booking, you accept them.

1. WHO WE ARE AND DEFINITIONS

a) RENTX (also "we", "us") is the online platform operated by rentX SH.P.K, NIPT M31507024V, Rr. Kajo Karafili 27/1, 1001 Tirana, Albania. Contact: [email protected].

b) You/the customer is any person who uses the platform, creates an account, or makes a booking through RENTX.

c) The Service Provider (also "host", "dealer" or "rental company") is the natural or legal person registered as a business under Albanian law to provide vehicle rental services, who lists vehicles on RENTX and is chosen by you.

d) Booking is your request, made through RENTX, to rent a specific vehicle from a Service Provider for specific dates.

2. RENTX APPLICATION

a) RENTX owns and operates this platform, which is a computer application protected under Albanian law, Law No. 35/2016 "On copyright and other related rights", as amended.

b) It is prohibited to reproduce, copy or download data without the permission of the authors.

c) Any action contrary to Albanian legislation related to copyright and other related rights entails liability according to the law.

3. ROLE OF RENTX AND CONTRACTUAL RELATIONSHIP WITH THE SERVICE PROVIDER

a) RENTX is an online marketplace. It connects customers with independent Service Providers and processes the online part of the payment. RENTX does not own, operate, maintain or insure the vehicles listed on the platform.

b) The rental contract is concluded directly between you and the Service Provider. RENTX is not a party to the rental contract.

c) The Service Provider must give you a written rental contract (printed or electronic) at pickup. Ask for it and keep a copy. The rental contract sets out the conditions of the rental, including insurance coverage and excess, security deposit, fuel and mileage rules, cross-border permission and fines.

d) The Service Provider is solely responsible for:

• the roadworthiness, safety, cleanliness and legal documents of the vehicle;
• the insurance of the vehicle and the handling of any insurance claim;
• roadside assistance, breakdowns, replacement vehicles and repairs during the rental;
• delivering the vehicle booked, at the agreed time and place.

e) RENTX is responsible for:

• operating the platform and processing the online payment in accordance with these terms;
• verifying that each Service Provider is a registered business before it can receive bookings;
• displaying the information provided by Service Providers accurately, and correcting it when an error is reported;
• handling complaints in accordance with Section 9.

f) Information about vehicles (photos, model, year, transmission, extras, insurance packages, deposit, policies) is provided by the Service Provider. If you notice a difference between a listing and the vehicle, report it to RENTX.

g) Communication about a booking should take place through the RENTX chat, so that RENTX can help if a problem arises. Service Providers are responsible for answering promptly and keeping their information up to date.

4. BOOKINGS

a) A booking is a request until the Service Provider confirms it. Service Providers are expected to confirm or reject a booking within 24 hours, and sooner when pickup is close.

b) If the Service Provider rejects the booking or does not confirm it, you are not charged, and any amount held on your card is released. The time for the release to appear depends on your bank.

c) During peak season and for short-notice bookings, availability can change quickly. You can reduce the risk of rejection by checking the Service Provider's acceptance rate on the listing, or by asking the Service Provider through the chat before booking.

d) Rental days are counted in 24-hour periods from the pickup time. Returning the vehicle later than the pickup time on the last day may add one extra rental day. The total shown before payment reflects the times you selected.

e) The minimum rental period, minimum driver age and minimum years of driving experience are set by each Service Provider and are shown on the listing. Each driver must meet them, and must bring the original driving licence and identity document. The Service Provider may refuse to hand over the vehicle to a driver who does not meet them.

f) Some Service Providers ask for a copy of your driving licence and identity document before pickup, to prepare the rental contract. Share them only through the RENTX chat or directly with the confirmed Service Provider, never with anyone else.

5. VEHICLE SUBSTITUTION

a) The Service Provider must deliver the vehicle you booked. If it becomes unavailable, the Service Provider must tell you before pickup and may offer a substitute of the same or a higher category, with the same transmission and number of seats, at no extra cost.

b) You may refuse a substitute. If you refuse, the booking is cancelled and the amount you paid online is refunded in full.

c) If you are offered a substitute at pickup without prior notice, or the vehicle is not roadworthy (for example worn tyres, warning lights on, no air conditioning when listed), you may refuse it and report it to RENTX before driving away. Take photos.

d) RENTX may help you find an alternative vehicle with another Service Provider. Any alternative is only applied with your confirmation.

6. PRICES, PAYMENTS AND REFUNDS

What the price includes The price shown before payment includes the rental, the insurance package and the extras you selected, and any one-way or delivery fee shown on the listing. The following may be due to the Service Provider at pickup if they apply and are not included in the price: the security deposit, a cross-border fee, an additional insurance package you choose at pickup, and fines, tolls or fuel under the rental contract. The listing shows them where the Service Provider has provided them; if in doubt, ask the Service Provider before booking.

Payment at the time of booking When you make a booking, you pay a portion of the total amount online. The remaining balance is paid to the Service Provider at pickup, in cash or by card according to the Service Provider's options. The balance is usually accepted in EUR or ALL; confirm with the Service Provider.

Payment links If the payment provider cannot process your card, RENTX may send you a payment link (for example a PayPal link) by email or through the RENTX chat. RENTX only sends payment links from [email protected] or through the RENTX chat. Never pay through a link received from anyone else, and never pay the online portion to a Service Provider directly.

Security deposit The Service Provider may ask for a security deposit at pickup. The amount depends on the vehicle and the insurance package and is shown on the listing. The deposit is returned at the end of the rental, minus any amount you owe under the rental contract (for example damage not covered by insurance, fines or missing fuel). Ask for a written explanation of any deduction.

Card Information Privacy RENTX does not collect, process or store your card details. All payments are processed by certified third-party payment providers who comply with international security standards (such as PCI-DSS).

Cancellations by you

• If you cancel an approved booking at least 7 days before the start date, the amount paid online is refunded in full, with no penalty.
• If you cancel an approved booking less than 7 days before the start date, the amount paid online is not refunded.
• If you cancel a booking that has not yet been approved, the amount held is released.

Cancellations by the Service Provider or RENTX If the Service Provider cancels an approved booking, or the vehicle cannot be provided (for example because of an accident or breakdown before pickup), or RENTX cancels it under Section 8, the amount paid online is refunded in full, whatever the date.

Refund timing Refunds are issued to the original payment method. They normally appear within 2–10 business days, depending on your bank.

Contact for payment issues For any question about online payments or refunds, contact us at [email protected].

7. INSURANCE

a) Insurance is provided by the Service Provider and its insurer, not by RENTX. Each listing shows the packages the Service Provider offers. The general descriptions on RENTX (for example on the Insurance page) are for guidance only. The terms in the rental contract prevail.

b) In general: Basic TPL (third-party liability) covers damage you cause to others, not damage to the rental vehicle. MiniCasco covers part of the damage to the rental vehicle. FullCasco covers damage to the rental vehicle, usually with a reduced or zero excess.

c) Insurance usually requires an official police report for any accident or damage. Without a report, you may have to pay for the damage yourself.

d) Exclusions commonly include: damage to the underbody, tyres and wheels (unless listed); driving under the influence of alcohol or drugs; speeding or reckless driving; off-road or unpaved roads where not permitted; unauthorised drivers; driving abroad without permission. Check the exact excess and exclusions with the Service Provider before pickup.

e) If you buy or upgrade insurance directly from the Service Provider at pickup, that agreement is between you and the Service Provider. Keep the written terms; RENTX cannot verify an agreement that was not made through the platform.

8. RULES FOR USERS AND SERVICE PROVIDERS

a) You must provide accurate information, use the vehicle in accordance with the law and the rental contract, and not make bookings you do not intend to use.

b) RENTX monitors the conduct of Service Providers, including rejection rates, cancellations, response times, reviews and complaints. RENTX may warn, rank lower, suspend or remove a Service Provider who breaches the platform rules, and may suspend a Service Provider while a complaint is investigated.

c) RENTX may cancel a booking or suspend an account in case of suspected fraud, abuse of the platform, or a serious breach of these terms.

9. COMPLAINTS AND DISPUTES

a) If you have a problem with a booking or a vehicle, first contact the Service Provider. If the problem is not solved, contact RENTX through the in-app chat or at [email protected], with your booking number, a description, and any photos, videos or documents.

b) RENTX support is available every day from 09:00 to 22:00 (Albania time). For emergencies (accident, injury), call 112 first, then the Service Provider.

c) RENTX acknowledges complaints promptly and replies in substance within 7 working days. RENTX will review the evidence, contact the Service Provider and inform you of the outcome. Where RENTX finds that a Service Provider failed to provide the booked service, RENTX may refund the amount paid online, and may offer a further goodwill gesture at its discretion.

d) Disputes about the rental contract itself (damage, deposit, fuel, fines, additional charges) are between you and the Service Provider. RENTX will help you communicate with the Service Provider and will take the outcome into account in its assessment of the Service Provider.

e) If you are a consumer, you keep any rights given to you by the mandatory consumer-protection rules of your country of residence. You may also contact the Albanian consumer-protection authority or the courts.

10. LIMITATION OF LIABILITY

a) RENTX is not liable for the acts or omissions of Service Providers, for the condition of vehicles, or for losses arising from the rental contract, except where caused by RENTX's own breach of these terms.

b) Nothing in these terms limits RENTX's liability for death or personal injury caused by its negligence, for fraud, or for any liability that cannot be limited under the applicable law.

11. PERSONAL DATA (PRIVACY POLICY)

Data controller rentX SH.P.K (details in Section 1) is the controller of the personal data processed through the platform. Each Service Provider is a separate controller for the data it receives to perform your rental contract (for example the copies of your licence and identity document, and the rental contract).

We process personal data in accordance with Law No. 124/2024 "On the protection of personal data" and, where it applies to users in the European Union, the General Data Protection Regulation (EU) 2016/679.

What we collect

• Account data: name and surname, email address, phone number, password (stored in encrypted form), and the account you use to sign in with Google, Apple or Facebook.
• Booking data: vehicle, dates, times, pickup and drop-off locations, flight number if you provide it, extras, insurance package, amounts paid, cancellation reasons.
• Communication data: messages and images you send through the RENTX chat, support tickets, emails and reviews.
• Payment data: transaction status and amount. Card details are handled only by the payment provider.
• Location: your approximate location, if you allow it, to show rental companies near you.
• Usage data: IP address, device type and unique identifier, operating system, browser type and version, pages visited, time and date of visits and other diagnostic data.
• Business data (Service Providers): company name, NIPT, address, contact person, fleet details and payout details.

Why we use it and on what basis

• To provide the service and perform our contract with you: create and manage your account, process bookings and payments, send confirmations and receipts, and enable the chat between you and the Service Provider.
• To support you: answer questions, help with failed payments, rejected bookings and alternatives, and handle complaints. When a payment fails or a booking is rejected, we may contact you to help you complete it.
• For safety and to prevent fraud (legitimate interest): verify Service Providers, investigate complaints, and monitor the platform for misuse. RENTX staff may read chat messages for these purposes, and to resolve disputes.
• To comply with legal obligations: accounting, tax and requests from public authorities.
• To send news and offers about similar services (legitimate interest or consent): you can opt out at any time through the link in each email or the app settings.
• To improve the service: statistics and analysis of how the platform is used.

Automated tools in support We may use artificial-intelligence tools provided by third parties (such as OpenAI) to help answer messages in the RENTX support chat. These tools receive the content of the conversation only to prepare a reply. They do not make decisions that have legal or similarly significant effects on you, and you can always ask to speak with a person.

Phone numbers and contact details in the chat To protect you from bookings and payments made outside the platform, phone numbers and similar contact details may be hidden automatically in chat messages.

Who we share it with

• The Service Provider you book with: your name, phone number, email address, booking details and the messages you send them, so that they can perform the rental.
• Processors working for us: payment providers (such as POK and PayPal), hosting and cloud storage, SMS and email delivery, sign-in providers (Google, Apple, Facebook), analytics, affiliate tracking (Trackdesk) and the AI providers mentioned above. They may use your data only on our instructions.
• Public authorities: when required by law.
• In a business transfer: if RENTX is merged, acquired or sells its assets, your data may be transferred to the new owner, who will be bound by this policy.
• Other users: reviews you publish are visible to other users together with your first name. We do not sell your personal data.

Transfers outside Albania Some processors store or process data outside Albania, including in the European Union and the United States. We only transfer data where the destination provides adequate protection or where appropriate safeguards (such as standard contractual clauses) are in place.

How long we keep it

• Account data: while your account is active, then deleted or anonymised within 30 days after you close it.
• Booking, payment and invoice data: as long as required by tax and accounting law (generally up to 10 years), even after you close your account.
• Chat messages and complaint records: up to 3 years after the last booking concerned, so that disputes can be resolved.
• Usage data: up to 26 months, unless needed for security.

Your rights You have the right to access your data, to have it corrected or deleted, to restrict or object to its processing (including at any time to direct marketing), to data portability, and to withdraw consent where processing is based on consent. To exercise them, write to [email protected]. We reply within 30 days. You also have the right to lodge a complaint with the Information and Data Protection Commissioner (Komisioneri për të Drejtën e Informimit dhe Mbrojtjen e të Dhënave Personale, www.idp.al), or with the data-protection authority of your EU country of residence.

Account and data deletion You can delete your account in the app under Profile → Help & Support → Delete account, or by sending an email with the subject "RENTX - DELETE ACCOUNT" to [email protected] from the email address of your account. If you have an active or upcoming booking, the account will be closed after the booking ends. Once closed, your account data is deleted or anonymised within 30 days, except the data we must keep under "How long we keep it".

Security We use technical and organisational measures to protect your data. No method of transmission over the internet is completely secure. If you suspect that your account has been compromised, contact us immediately.

Children RENTX is not intended for persons under 18. We do not knowingly collect data from children.

12. APPLICABLE LAW

These terms are governed by Albanian law. The parties will first try to resolve any dispute amicably. If that fails, the competent courts of Tirana have jurisdiction, without prejudice to the mandatory rights of consumers under Section 9(e).

13. CHANGES

a) RENTX may change the application and these terms. We will publish the updated version with a new "Last updated" date. For material changes, we will notify registered users by email or in the app at least 15 days before they take effect.

b) The terms in force at the time of your booking apply to that booking.