Car Rental Terms, Payment, Cancellation, Refund and Privacy Conditions

This page explains the reservation, payment, cancellation, refund, no-show, security deposit, vehicle use, damage, traffic fine and privacy conditions applicable to self-drive car rental services provided under the Maxx Class brand.

By completing a reservation payment, making a bank transfer, paying through a secure payment link, signing a rental agreement, accepting vehicle handover, or giving written reservation confirmation, the customer confirms that they have read, understood and accepted these conditions.

1. Scope of Service

Car rental services include self-drive vehicle rental provided for the confirmed rental period, vehicle category, pick-up location, return location and rental conditions.

The rental service does not include a chauffeur, driver, fuel, parking, tolls, traffic fines, ferry fees, car wash, fuel difference, personal expenses or additional services unless clearly stated in the written confirmation.

The vehicle is provided according to the rental dates, times, vehicle group, driver details, rental location and special requests confirmed in writing at the time of reservation.

2. Reservation and Customer Information Responsibility

In order for the car rental reservation to be planned correctly, the customer is responsible for providing accurate and complete information, including:

  • Full name and contact details

  • Pick-up and return date/time

  • Pick-up and return location

  • Driver’s license details

  • Passport or ID details, if requested

  • Flight, hotel or delivery location details, if applicable

  • Requested vehicle category

  • Additional driver request, if applicable

  • Child seat, delivery, collection or any other special request, if applicable

The customer is responsible for any delay, service disruption, delivery issue, vehicle handover issue, additional cost or inability to provide the rental service caused by incomplete, incorrect or late information.

3. Reservation Confirmation

A reservation is considered confirmed only after it has been confirmed in writing by Maxx Class and the required payment has been completed.

Receiving a price quotation alone does not guarantee a reservation. Vehicle availability and operational planning are confirmed only after payment and written confirmation.

Reservation confirmation may be made through e-mail, WhatsApp, payment link, invoice, bank transfer description, rental agreement or written communication record.

4. Driver Eligibility and Documents

The customer must hold a valid driving license accepted for the rental location and vehicle category.

Maxx Class may request passport, ID, driving license, address details, contact information and payment details before or during vehicle handover.

If the customer fails to provide valid and acceptable documents, the vehicle may not be handed over, and the reservation may be treated as late cancellation or no-show.

Only approved and registered drivers may drive the rental vehicle. Use by an unauthorized driver may result in loss of insurance coverage, additional charges and full customer responsibility for any damage, accident, fine or loss.

5. Payment Conditions

Payment may be made by credit card, debit card, secure payment link, bank transfer, mobile POS or, if agreed in writing in advance, cash payment.

For credit card, debit card or payment link transactions, the customer accepts that the payment has been made voluntarily and for the confirmed car rental service.

For bank transfer payments, the customer accepts that the payment has been made for the service stated in the transfer description or written communication.

After payment is completed, the cancellation and refund conditions stated on this page shall apply.

6. Security Deposit

A security deposit or card pre-authorization may be required before vehicle handover.

The security deposit may be used to cover damage, missing fuel, late return, traffic fines, tolls, parking penalties, cleaning fees, lost keys, missing equipment, unauthorized use, smoking, excess mileage, insurance excess, administrative fees or other rental-related charges.

If there is no damage, missing item, unpaid charge, traffic fine, toll, penalty or rental breach, the remaining deposit will be released or refunded after the rental review process.

The release time of card pre-authorizations or refunds may vary depending on the bank, card issuer or payment provider.

7. Cancellation and Refund Conditions

Car rental services are organized based on a specific date, vehicle allocation and rental period. Therefore, the cancellation period is calculated according to the scheduled rental start time.

  • More than 48 hours before the rental start time: up to 100% refund, where applicable.

  • 24–48 hours before the rental start time: up to 50% refund, where applicable.

  • Less than 24 hours before the rental start time: no refund.

Cancellation requests must be submitted in writing. Cancellation requests made only by phone or verbally may not be considered valid unless confirmed in writing.

Approved refunds will, where possible, be returned to the same payment method used for the original payment. Card payments will be refunded to the same card, bank transfers to the relevant bank account, and payment link transactions through the relevant payment provider.

The time required for the refund to appear in the customer’s account may vary depending on the bank, card issuer or payment provider.

8. No-Show and Unreachable Customer

The following situations may be considered as no-show, and no refund will be provided:

  • The customer does not arrive at the agreed pick-up location

  • The customer cannot be reached within a reasonable time

  • The customer provides incorrect or incomplete pick-up details

  • The customer fails to provide valid driving license, passport, ID or required documents

  • The customer refuses to sign the rental agreement

  • The customer refuses to provide the required security deposit or card authorization

  • The customer decides not to take the vehicle without written cancellation notice

In case of no-show, the vehicle is considered to have been allocated for the customer. Therefore, no refund will be provided.

9. Vehicle Handover and Return

The vehicle must be inspected by the customer during handover. Any visible damage, missing equipment or concern should be reported before accepting the vehicle.

The vehicle must be returned on the confirmed return date, time and location.

Late return may result in additional rental charges. If the vehicle is returned to a different location without written approval, relocation or collection charges may apply.

The vehicle must be returned with the agreed fuel level, equipment, documents, keys and accessories.

10. Fuel, Mileage and Additional Charges

Fuel is not included unless clearly stated in the written confirmation.

If the vehicle is returned with less fuel than agreed, the missing fuel and service fee may be charged to the customer.

Mileage limits, if applicable, will be stated in the written confirmation or rental agreement. Excess mileage may be subject to additional charges.

Parking fees, tolls, ferry charges, traffic fines, speeding tickets, road penalties, airport or hotel parking fees and other third-party charges are the customer’s responsibility during the rental period.

11. Vehicle Use and Restrictions

The rental vehicle must be used carefully, legally and only by approved drivers.

The vehicle must not be used for racing, off-road driving, towing, commercial passenger transport, illegal activity, transport of dangerous goods, driving under the influence of alcohol/drugs, or any use outside the agreed rental conditions.

Cross-border use is not permitted unless confirmed in writing by Maxx Class in advance.

Smoking is not allowed inside the vehicle. Pets are not allowed unless confirmed in writing in advance.

If the vehicle is used against the rental conditions, the customer may be responsible for all resulting damage, loss, fines, penalties, recovery costs and administrative charges.

12. Damage, Accident and Insurance Responsibility

The customer is responsible for using the vehicle safely and for immediately reporting any accident, damage, theft, police incident or mechanical issue.

In case of accident, the customer must contact Maxx Class immediately and follow the required legal and insurance procedures. Police report, accident report, photos, location details and third-party information may be required.

Insurance coverage, excess amount, exclusions and customer liability depend on the vehicle, rental agreement and applicable insurance conditions.

Insurance may not cover unauthorized drivers, alcohol/drug use, reckless driving, off-road use, unreported accidents, late reporting, loss of keys, tire/rim damage, interior damage, underbody damage, glass damage, personal belongings, traffic fines or use outside the agreed rental terms, unless otherwise stated.

13. Cleaning, Damage and Missing Items

The vehicle must be returned in reasonable condition.

Excessive dirt, smoking smell, stains, damage, missing equipment, lost keys, missing documents, missing accessories or abnormal use may result in additional charges.

The customer may be charged for cleaning, repair, replacement, loss of use, towing, recovery, administrative handling or other related costs.

14. Modification Requests

Requests to change the rental date, time, vehicle category, pick-up location, return location, rental duration or driver details are subject to availability.

If the requested change is possible, it may be applied; however, additional charges may occur depending on the new rental conditions.

Last-minute changes are not guaranteed. All modification requests must be submitted in writing.

15. Operational Changes and Force Majeure

Due to traffic, road closures, weather conditions, official security measures, strikes, natural disasters, technical issues, vehicle availability issues, public authority decisions or other circumstances beyond our control, the vehicle, delivery time, delivery location or operational plan may be changed.

In such situations, Maxx Class will make reasonable efforts to offer a practical alternative solution to the customer. However, no additional compensation liability is accepted for delays, disruptions or mandatory changes caused by circumstances beyond our control.

16. Chargeback, Payment Disputes and Evidence Records

The customer accepts that, after payment is completed, the car rental service is subject to the conditions stated on this page.

No refund may be provided if the vehicle has been allocated, the customer is classified as no-show, the customer cancels late, the customer fails to provide required documents or deposit, or the customer requests cancellation within a non-refundable period.

In the event of an unjustified chargeback, payment dispute or cardholder claim despite these conditions, reservation records, written customer confirmation, payment records, rental agreement, vehicle handover records, vehicle photos, damage records, WhatsApp/e-mail correspondence, no-show records, deposit records and this policy page may be submitted to the payment provider, card issuer, bank or relevant authority as supporting evidence.

By making payment, accepting the rental agreement or taking delivery of the vehicle, the customer confirms that they accept these conditions and agrees not to raise a payment dispute outside the valid cancellation, refund and rental rules.

17. Personal Data and Privacy

For reservation and rental service purposes, information such as full name, phone number, e-mail address, WhatsApp details, passport or ID details, driving license details, pick-up and return locations, payment status, rental agreement records, vehicle handover records and communication records may be processed.

This information may be used for quotation preparation, reservation management, vehicle allocation, rental agreement preparation, payment tracking, customer support, cancellation and refund processes, security, accounting, legal obligations, insurance processes and the management of possible disputes.

Full card details are not stored in Maxx Class systems. Card payments are processed through authorized payment providers.

Personal data may be shared only where necessary with payment providers, operational partners, vehicle providers, insurance partners, technical service providers, accounting/legal advisors or authorized public institutions.

18. Legal Information and Contact

Main Brand
Maxx Class

Official Company
AIGEN Global L.L.C.

Website
www.maxxclass.com

E-mail
support@maxxclass.com

U.S. Principal Business Address
AIGEN Global L.L.C.
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110
United States

Kosovo Registered Office / Support Office
AIGEN Global L.L.C.
Ukshin Hoti Street No. 51
Courtyard by Marriott Plaza
Floor 12, No. 4
Prishtina 10000
Kosovo

Turkey Operations Office
Maxx Class
Atatürk Cd. No: 19/1
Gölköy Mahallesi
48483 Bodrum, Muğla
Turkey

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