GENERAL TERMS AND CONDITIONS OF RENTAL

1. Definitions

• "Fleethub Rwanda": The platform (website and call center) operated by Capital Diaspora Ltd.
• "Customer": Any person making a booking for vehicle rental through Fleethub Rwanda.
• "Rental Company": The third-party provider offering rental services listed on Fleethub Rwanda.
• "Booking": A confirmed reservation made through Fleethub Rwanda, governed by these Terms.

2. Nature of Agreement

By confirming a booking on the Fleethub Rwanda platform, you (the "Customer") enter into a legally binding contract with the selected Rental Company, governed solely by these Terms. No additional rental agreement will be signed upon pickup.

Fleethub Rwanda, operated by Capital Diaspora Ltd, is not a party to this contract, but acts as the authorized agent for booking, payment collection, and communication facilitation between both parties.

3. Rental Company Responsibilities

• Provide the Customer with the reserved vehicle in safe, roadworthy condition.
• Ensure the rental terms (e.g., insurance, mileage limits, vehicle category) match the information listed on Fleethub.
• Honor the price, inclusions, and terms as stated in the Booking.

4. Customer Responsibilities

• Provide valid identification, driver's license, and payment method at pickup.
• Comply with all traffic laws and Rental Company policies during the rental period.
• Return the vehicle in the agreed condition, time, and location.

Failure to meet these responsibilities may result in cancellation, additional charges, or denial of service.

5. Price and Payment

• All prices are quoted in Rwandan Francs (RWF) unless stated otherwise.
• Fleethub Rwanda collects all payments via mobile money, debit/credit card, or bank transfer on behalf of the Rental Company.
• Fleethub Rwanda is authorized to collect any additional charges, including late fees, damage costs, or fuel penalties, based on documentation provided by the Rental Company.

6. Amendments, Cancellations, and Refunds Policy

6.1 Amendments

• Bookings may be modified up to 24 hours before pickup, subject to availability.
• Requests within 24 hours may be denied or may incur additional charges.

6.2 Cancellations

• More than 48 hours before pickup: Full refund minus a small processing fee (Frw 10,000).
• 24 to 48 hours before pickup: 50% refund.
• Less than 24 hours or no-show: No refund.

6.3 Refund Processing

• Approved refunds will be processed within 7 business days, via the same payment method.
• Fleethub Rwanda may require up to 3 business days to validate Rental Company claims before releasing refunds.

7. Late Pick-Up, Early Return, and No-Show

• A no-show or failure to present required documents may result in cancellation without refund.
• Late pickups may reduce rental duration without compensation.
• Early returns do not entitle the Customer to any refund unless approved by the Rental Company.

8. Liability and Disclaimers

• Fleethub Rwanda is not liable for any accidents, loss, theft, or legal issues arising from the use of rented vehicles.
• The Rental Company assumes full legal responsibility for the condition and compliance of its vehicles under Rwandan transport laws.
• Fleethub Rwanda will assist in dispute resolution but does not act as an arbitrator or insurer.

9. Governing Law and Jurisdiction

These Terms shall be governed by the laws of the Republic of Rwanda. Any dispute will be settled by competent courts in Kigali, unless resolved amicably via mediation.

10. Digital Acceptance and Signature

• Acknowledges and accepts these Terms in full.
• Confirms that this electronic action constitutes a valid and binding digital signature under the Law No. 24/2016 of 18/06/2016 governing information and communication technologies in Rwanda.
• Waives the need for any paper-based or handwritten contract.

11. Vehicle Inspection and Condition Agreement

11.1 Pre- and Post-Rental Inspection

Prior to vehicle handover and again upon its return, both the Customer and the Rental Company are required to complete a Vehicle Inspection Form, capturing and uploading date- and time-stamped photos or videos of the vehicle's exterior and interior via the Fleethub platform. These serve as the official record of the vehicle's condition.

11.2 Digital Checklist and Acknowledgment

• Visual condition of the vehicle
• Mileage and fuel level
• Presence of accessories (e.g., GPS, spare tire, baby seat)
• Noted damage, if any

Both the Customer and Rental Company must digitally acknowledge and sign the checklist at each stage.

11.3 Dispute Resolution via Fleethub

In the event of any disagreement related to the vehicle’s condition, Fleethub may act as a neutral facilitator. Fleethub will review submitted inspection forms, media evidence, and timestamps to issue a non-binding recommendation. Should the parties fail to reach a resolution, the matter may be escalated to legal or insurance channels in accordance with Rwandan law.

11.4 Penalty for Failure to Complete Inspection

• The Customer being liable for any unreported damage not documented at pickup.
• The Rental Company forfeiting the right to claim for damages not documented at drop-off.

11.5 After-Hours / Solo Vehicle Return Protocol

• The Customer is required to upload full photographic documentation of the vehicle’s condition at the time of drop-off via Fleethub.
• The Rental Company must conduct a return inspection within 12 hours of the vehicle being dropped off and upload corresponding evidence.
• Fleethub will compare both submissions if a dispute arises.

11.6 Obligation to Cooperate

Both parties agree to provide complete, accurate, and timely evidence in the event of an inspection-related claim. Refusal to cooperate may negatively affect dispute resolution outcomes.

12. Fuel Policy

12.1 Fuel Level Documentation

At both the beginning and end of the rental period, the Rental Company is required to document the vehicle’s fuel level on the Vehicle Inspection Form, with confirmation by the Customer. This should be supported by a clear, date-stamped photo of the dashboard, showing the fuel gauge at the time of pickup and drop-off.

12.2 Accepted Fuel Evidence

• Fuel readings submitted on the digital inspection form, and
• Photo evidence showing the dashboard fuel gauge, which must be uploaded within 1 hour of pickup or return.

12.3 Standardized Fuel Policies

• Full-to-Full: The vehicle is provided with a full tank and must be returned full. Failure to refill will result in a fuel surcharge based on local fuel rates plus a service fee.
• Same-as-Pickup: The vehicle should be returned with the same level of fuel as documented at pickup. Any shortfall will be charged accordingly.

12.4 Fuel Charges and Disputes

• The Rental Company must provide supporting inspection records and photo evidence.
• The Customer may dispute such charges through Fleethub within 48 hours of being notified.

12.5 No Refund for Excess Fuel

If a vehicle is returned with more fuel than at pickup, no refund or credit will be issued unless explicitly stated in the Rental Company’s listing.

13. Vehicle Type and Substitution Policy

13.1 “Or Similar” Vehicle Listings

Vehicles listed on Fleethub may be described using the format “[Model] or similar” (e.g., Toyota RAV4 or similar). This means the Customer may receive a different make or model within the same category, offering similar size, specifications, transmission type, and luggage/passenger capacity.

13.2 Advance Notification of Substitution

• Inform both Fleethub and the Customer in advance of the proposed substitution, and
• Ensure that the replacement vehicle meets the same class, fuel type, transmission, and passenger capacity as the originally booked vehicle.

13.3 Customer Rights in Case of Downgrade

• The Customer may be entitled to a partial refund, based on the pricing difference between the booked and delivered category.
• Alternatively, Fleethub may offer a complimentary upgrade or discount on a future booking, subject to approval.

13.4 Dispute Resolution

Any dispute regarding vehicle substitution or category mismatch may be submitted to Fleethub for review. Fleethub will assess evidence including booking details, photos, and communication history to facilitate a fair resolution.

14. Traffic Fines and Toll Violations

14.1 Customer Responsibility for Fines

The Customer is solely responsible for all traffic violations, parking tickets, toll fees, and other road-related fines incurred during the rental period.

14.2 Proof of Violation

• The Rental Company must upload official proof of the infraction to Fleethub’s platform or provide it via email.
• This proof must include ticket or citation number, vehicle plate number, date, time, and location of the violation.

14.3 Post-Rental Charges

Traffic fines and toll charges may be billed to the Customer’s registered payment method even after the rental period has ended.

14.4 Administrative Fees

Rental Companies may charge a reasonable administrative fee to cover the handling of such fines, provided this fee is clearly disclosed in the Rental Company’s listing prior to booking.

14.5 Dispute Process

If the Customer wishes to dispute a charge related to a fine, they must notify Fleethub within 7 days of receiving the charge, providing any relevant counter-evidence. Fleethub will review the submitted documentation and may mediate, but final liability lies with the violator.

15. Security Deposit and Refund Policy

15.1 Deposit Requirement

At pickup, the Customer may be required to pay a refundable security deposit stated during booking. This deposit covers potential charges related to damage, fines, fuel discrepancies, late returns, or contract violations.

15.2 Refund Timeline

The security deposit will be refunded within 5 to 7 business days from vehicle return and inspection, to the original payment method.

15.3 Status Notifications

• Confirmation of deposit hold at pickup,
• Notification of any deductions (if applicable), and
• Confirmation of refund release.

15.4 Inquiry and Resolution Process

If the Customer does not receive their deposit refund or explanation within 7 business days, they may submit an inquiry via Fleethub's support platform and expect a response within 48 hours.

15.5 Partial Deductions

In cases of partial deductions, the Rental Company must provide an itemized breakdown and supporting evidence (photos, inspection form, timestamps).