Terms and Conditions

1. Introduction

Welcome to Master Car Rental.

These Terms and Conditions apply to your use of the Master Car Rental website, mobile application, vehicles, rental services and related services.

By registering, booking, unlocking, renting or using a vehicle from Master Car Rental, you agree to these Terms and Conditions and to our Privacy Policy. If you do not agree with these Terms and Conditions, you must not use our services.

Master Car Rental N.V. is registered with the Curaçao Chamber of Commerce & Industry under number 91316.

2. Definitions

In these Terms and Conditions:

Company, we, us or our means Master Car Rental N.V.

User, customer, you or your means any person who uses our website, app, vehicles or services.

Vehicle means any vehicle or mobility device rented, offered or made available by Master Car Rental, including electric cars and electric steps.

Rental means the use of a Vehicle through the Master Rental app, website or any other channel approved by the Company.

Rider means the person who unlocks, rents, operates or uses an electric step.

Rental Agreement means the agreement between you and the Company for the rental or use of a Vehicle.

3. Eligibility

To use our services, you must:

• Be at least 18 years old;
• Be legally allowed to operate the relevant Vehicle;
• Have a valid driver’s license where required;
• Have a valid payment method accepted by the Company;
• Provide correct and complete registration information;
• Follow all instructions given by the Company, the app, the website or our support team.

By registering, booking, unlocking or using a Vehicle, you confirm that you meet these requirements.

4. Registration and account use

You are responsible for the information you provide during registration.

You must not allow another person to use your account, app access, booking or rented Vehicle unless this has been expressly approved by the Company.

You are responsible for keeping your login details secure and for all activity that takes place through your account.

5. Booking and rental period

Vehicles may be booked or used through the Master Rental app, our website or another channel approved by the Company.

The rental period starts when you unlock, start or take possession of the Vehicle. The rental period ends only when the Vehicle has been returned correctly, locked where required, and the ride or rental has been properly ended in the app or as instructed by the Company.

You are responsible for making sure the rental has ended correctly. If the rental is not properly ended, charges may continue.

Vehicles must be returned to an approved location, parking zone or other location instructed by the Company.

6. Vehicle inspection

Before using a Vehicle, you must inspect it for visible damage, defects or unsafe conditions.

For cars, the app may ask you to take photos before and after the rental, including the front, sides and back of the vehicle. You must take clear and truthful photos where requested.

If you notice damage, a defect, a warning light, a flat tire, a problem with the battery, a problem with the brakes, or anything else that may make the Vehicle unsafe, you must report it to the Company immediately and must not use the Vehicle unless the Company confirms that it may be used.

7. Electric steps

Electric steps may be made available through the app, website or other channels approved by the Company.

Before using an electric step, the Rider must inspect it for visible defects, damage, flat tires, loose parts, brake issues or any other unsafe condition.

The Rider must not use the electric step if there is any defect, damage or safety concern.

The Rider understands and accepts that riding an electric step involves risks, including falls, collisions, loss of balance, road hazards, mechanical issues, weather conditions, injury to the Rider and injury or damage to third parties.

The Rider uses the electric step at his or her own risk.

Unless expressly allowed by law and by the Company, only one person may ride an electric step at a time.

8. Payments, rates and extra charges

Rental rates, package prices, unlock fees, pause fees, kilometer charges and other charges are shown in the app, on the website or in the applicable offer.

You are responsible for checking the selected rate, package or rental option before starting the rental. Once a ride or rental has started, the selected package or pricing option may not always be changed afterwards.

Payments must be made using a valid payment method accepted by the Company.

A security deposit or card authorization may be required. Any refund or release of a deposit may be reduced by unpaid rental charges, damages, fines, cleaning costs, towing costs, administrative costs or other amounts owed.

After a ride has ended, the Company may read the mileage or usage data of the Vehicle. If this is not possible due to a malfunction or technical issue, the Company may use available data or ask the User to provide a reasonable estimate.

The Company may charge the User for additional costs related to misuse, misconduct, damage, late return, improper parking, cleaning, towing, recovery, loss of use, fines, penalties, administrative fees or other costs connected to the rental.

Traffic fines, parking fines and related administrative fees may be charged to or passed on to the User.

9. User responsibilities

You must use every Vehicle in a safe, careful and lawful manner.

You agree to:

• Follow all traffic laws, parking rules and safety rules;
• Follow all instructions from the Company and the app;
• Use the Vehicle only for normal and lawful use;
• Keep the Vehicle reasonably clean;
• Return the Vehicle in the same condition as received, except for normal wear and tear;
• Keep the Vehicle secure during the rental;
• Use approved parking or return areas;
• Report accidents, damage, theft, loss, malfunctions or claims immediately;
• Cooperate with the Company, police, insurers, Forensys and other parties involved in an incident or claim.

You must not:

• Drive or ride under the influence of alcohol, drugs, medication or any substance that may affect your ability to operate the Vehicle safely;
• Use the Vehicle recklessly, dangerously, abusively or negligently;
• Allow an unauthorized person to use the Vehicle;
• Use the Vehicle for racing, off-road driving, towing, commercial transport or illegal activities;
• Smoke in the Vehicle;
• Transport pets unless expressly allowed by the Company;
• Tamper with, remove or damage any device, tracker, lock, charger, cable, battery, app system or equipment connected to the Vehicle.

For cars, the driver is responsible for the safety and conduct of all passengers during the rental.

For electric steps, the Rider is responsible for assessing whether the road, path, pavement, weather, traffic and surrounding environment are safe and suitable for riding.

10. Internet connection and app use

Our services are app-based. You are responsible for having a working phone, sufficient battery and an internet connection when using the app.

If you have a problem unlocking, locking, pausing, ending a rental or using the app, you must contact the Company immediately.

App issues, connectivity issues, phone battery issues or failure to properly end a rental do not automatically remove your responsibility for the Vehicle or for charges incurred during the rental period.

11. Insurance and damage — cars

Master Car Rental cars are insured under a Third Party Limited Comprehensive Insurance policy.

Coverage, exclusions, deductibles and renter liability are subject to the applicable insurance policy and these Terms and Conditions.

Damage to the rental vehicle itself may not be covered, except for limited risks such as fire, theft, glass breakage and hit-and-run, depending on the applicable insurance policy.

If the renter is at fault in an accident or incident, or if damage is not covered by insurance, the renter may be liable for the repair or replacement cost of the Vehicle, minus any amount actually paid by the insurer.

The renter may also be responsible for towing, recovery, storage, loss of use, administrative costs and related costs until the Vehicle is repaired, recovered or replaced.

12. Standard deductibles — cars

Unless otherwise stated in the app, rental agreement or offer, the following standard deductibles may apply:

• XCG 2,000 — Comprehensive risks
• XCG 700 — Third-party deductible
• XCG 1,500 — Battery damage
• Additional XCG 700 — If the driver is under 23 years old
• Additional XCG 250 — If the driver’s license is less than 12 months old

These amounts may change from time to time and may depend on the applicable insurance policy, vehicle type, rental type or customer profile.

13. Damage Waiver Add-On

A Damage Waiver Add-On may be offered in the Master Rental app before the ride starts.

If selected and paid before the ride starts, the Damage Waiver may reduce certain deductible amounts for covered damage, subject to the terms shown in the app and these Terms and Conditions.

The Damage Waiver does not remove all liability. It does not cover every type of damage, cost, fine, claim or misuse.

The Damage Waiver does not change liability for third-party damages, which remain subject to the applicable insurance policy.

The Damage Waiver does not apply if the renter violates these Terms and Conditions, drives under the influence, allows an unauthorized driver, acts recklessly or negligently, fails to report an accident or damage immediately, or does not cooperate with the claims process.

14. Electric steps — no insurance unless stated

Unless the Company expressly confirms otherwise in writing, electric steps are provided without insurance coverage for the Rider.

The Company does not guarantee that personal injury, death, property damage, third-party damage, theft, loss or any other damage connected to the use of an electric step is insured by the Company.

The Rider is fully responsible for:

• Injury, death, loss or damage suffered by the Rider;
• Injury, death, loss or damage caused to third parties;
• Damage to vehicles, property, buildings, roads, infrastructure, animals or other objects;
• Fines, penalties, towing, recovery, storage, administrative costs, legal costs and third-party claims;
• Loss of or damage to the electric step itself, unless the Company agrees otherwise in writing.

The Company may charge the Rider for all direct and indirect costs caused by misuse, damage, loss, theft, improper parking or claims related to the electric step.

15. Accident, damage and claims procedure

In case of an accident, injury, theft, loss, damage or claim involving a Vehicle, you must immediately:

• Stop using the Vehicle if continued use may be unsafe;
• Notify Master Car Rental;
• Notify the police, emergency services or Forensys where required or reasonably necessary;
• Provide complete and truthful information;
• Take photos and collect relevant details where safe to do so;
• Cooperate fully with any investigation, claim, recovery or legal process.

If you fail to notify Master Car Rental, the police and Forensys immediately after an accident where required, or if you do not cooperate with the claims process, you may be held liable for the entire damage without limitation.

In case of an accident, stay calm and call CRS at 9233.In case of problems or injuries, call the police at 911.In case of car-related trouble or roadside issues, call Wegenwacht 24/7 at 9247.

Vehicle-specific usage instructions may also be provided on the website, in the app or on the relevant vehicle page.

16. Cancellation and refunds

Cars and other Vehicles are generally available on a first-come, first-served basis.

A Vehicle may be reserved in advance for a limited period, such as 25 minutes, where this option is available in the app. If a Vehicle is reserved again and not used, a reservation or no-use fee may apply.

Refunds, where approved, are normally processed within 7 business days. The actual time for the funds to appear may depend on the payment provider, card issuer or bank.

Refunds may be reduced by unpaid charges, damages, fines, administrative costs or other amounts owed to the Company.

17. Privacy

Your use of our services is also governed by our Privacy Policy, available on our website and app.

The Company may process personal data, booking data, payment data, vehicle data, location data and usage data as described in the Privacy Policy.

18. Limitation of liability

To the fullest extent permitted by applicable law, the Company is not liable for indirect, incidental, special, consequential or punitive damages, including loss of income, loss of profit, loss of opportunity, loss of enjoyment, travel disruption or other indirect losses.

For electric steps, use is entirely at the Rider’s own risk to the fullest extent permitted by law.

The Company is not responsible for loss or damage caused by:

• Road defects, potholes, uneven surfaces, curbs, sand, gravel, water, weather, poor visibility, traffic or obstacles;
• Acts or omissions of other road users or third parties;
• Theft, vandalism or unauthorized use by third parties;
• App issues, GPS issues, connectivity issues, unlocking failures or inability to end a rental;
• Misuse, unlawful use, reckless use or negligent use by the User or Rider.

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is not allowed by applicable law.

19. Indemnification

You agree to indemnify and hold harmless the Company, its directors, officers, employees, contractors, affiliates and agents from and against claims, liabilities, losses, damages, injuries, penalties, fines, costs and expenses, including legal fees, arising from or related to:

• Your use or misuse of any Vehicle;
• Your breach of these Terms and Conditions;
• Your violation of any law or regulation;
• Any accident, injury, death, property damage or third-party claim involving a Vehicle during your rental or use;
• Any false, incomplete or misleading information provided by you in connection with an incident, claim or rental.

20. Changes to these Terms

The Company may update these Terms and Conditions from time to time.

The latest version will be published on our website or app. Your continued use of our services after changes are published means that you accept the updated Terms and Conditions.

21. Governing law

These Terms and Conditions are governed by the laws of Curaçao.

Any dispute arising from or related to these Terms and Conditions, the rental services or the use of a Vehicle shall be submitted to the competent courts of Curaçao, unless mandatory law provides otherwise.

22. Contact

If you have questions about these Terms and Conditions, please contact us:

Email: [email protected]

23. Entire agreement

These Terms and Conditions, together with our Privacy Policy and any applicable rental instructions, pricing terms or app terms, form the agreement between you and Master Car Rental regarding the use of our services.

They replace any earlier agreements or understandings about the same subject, unless otherwise agreed in writing by the Company.