Terms of Service

1. Who we are

Rento is operated by Rento24 GADI SH.P.K., registered in the Republic of Kosovo. In these terms “we”, “us” and “Rento” mean that company, and “you” means the person using the service. Write to us at info@rento-ks.com.

2. What Rento is

Rento is a marketplace where independent rental companies in Kosovo list their cars and you book one. We are not a rental company: we do not own the cars, we do not hand them over, and we are not a party to your rental.

When you book, a rental agreement is formed between you and the rental company, on that company’s own terms, which you sign at or before pick-up. Our job is to show you what is available, take the booking, handle the online payment and carry the messages between you.

3. Your account

• You must be at least 18 years old.
• Give us details that are true, and keep them up to date — a rental company phones the number on the booking to arrange the handover.
• Your account is yours alone. Keep your password and your phone safe, and tell us if you think somebody else has got in.
• You can delete your account at any time in Account → Delete account in the apps, in your account settings on the website, or by writing to us. Our Privacy Policy sets out what is deleted and what the rental company keeps as its record of a rental that happened.
• You can also book without an account. We then send you a private link to manage that booking; anyone who has the link can see and manage it, so treat it as a password.

4. Booking a car

Choose your dates and a car, and send the booking. Dates are held for you only while you are paying: you have 20 minutes to complete the payment, with a short grace period after it. If the payment is not made, the booking lapses and the dates go back on sale.

A booking is confirmed when the payment succeeds — not before. Until then the car can still be taken by somebody else, and a rental company is not obliged to hold it for you.

A company may set requirements for a car: a minimum driver age, a minimum time since you got your licence, or a verified identity. They are shown before you book. If you do not meet them at pick-up, the company may refuse to hand over the car, and in that case the payment is not refunded.

5. Prices and payment

Prices are shown per day in euro and include our service charge and any applicable tax. The price shown for your dates is the price of the rental; extras you choose are added to it.

What you pay online depends on the company: either a booking payment that secures the car, with the balance paid at the counter, or the whole rental. The checkout tells you which, and what is left to pay on collection.

• The security deposit is never paid through Rento. The company takes it at the counter and returns it after the car comes back, on its own terms.
• If you bring the car back late, there is an hour of grace and then each started hour is charged at a twenty-fourth of the daily rate. The company collects it at the counter.
• Fuel, cleaning, fines, tolls and any damage are between you and the rental company, under the agreement you sign with them.

Card payments are taken by our payment provider. We never see your card number.

6. Cancellations and refunds

Once a booking is paid it is confirmed and final: it cannot be cancelled in the app or by the rental company, and the amount paid online is not refundable.

We refund in full when the rental cannot go ahead for a reason that is not yours — the company cancels, the car is not available at pick-up, or we cancel the booking. Refunds go back to the card or account you paid from, and we start them as soon as we know.

If something has gone wrong, write to support@rento-ks.com before the pick-up time and tell us what happened. We look at every case, and where we are at fault or the company is, you will not be left out of pocket. This does not affect any right you have under Kosovo consumer law.

A booking you never paid for simply lapses; you can withdraw it yourself at any time before that.

7. At pick-up

• Bring the driving licence and identity document the booking asks for. The licence must be valid for the car and accepted in Kosovo.
• The company records the condition of the car, usually with photographs, when it is handed over and when it comes back. So can you — it is in your interest.
• You sign the company’s rental agreement. That agreement, not these terms, governs the use of the car: who may drive it, where it may be taken, insurance, damage and fuel.
• Additional drivers must be named and approved by the company before they drive.

8. Identity verification

Some cars are only rented to verified renters. Verification means photographing your identity document and driving licence and taking a selfie, which we check automatically and, where needed, by hand. It is optional in the sense that you can choose not to do it — you then cannot book those cars.

A verification lasts up to 24 months, or until your licence expires if that is sooner. We may refuse or withdraw a verification if the documents cannot be read, do not match, or appear not to be yours. The Privacy Policy explains what is stored, for how long, and how to delete it.

9. Messages, reviews and behaviour

You can message rental companies through Rento and review a car after a rental you completed. Both are for the rental at hand.

Do not post or send anything that is unlawful, abusive, threatening, hateful, sexual, deceptive, or that reveals somebody else’s personal data. Do not use Rento to advertise, to spam, or to arrange a rental off-platform to avoid our terms. Do not attempt to break, overload or reverse-engineer the service, or to scrape it.

If you see something that breaks these rules, write to support@rento-ks.com with the booking or the company and we will look at it. We can remove content, hide a review, stop a user contacting you, and suspend or close an account. Where we remove something you posted, we will tell you why.

Reviews are yours, and we do not edit them. We remove a review only when it breaks the rules above or is not about a real rental.

10. Using the Rento apps

We give you a personal, non-exclusive, revocable licence to use our apps on devices you own or control, for the purpose these terms describe. You may not copy, sell, modify or reverse-engineer them.

Apple and Google are not parties to these terms and are not responsible for the apps, their content or any support. Your use of an app must also comply with the rules of the store you installed it from.

11. For rental companies

This section applies if you list cars on Rento. Everything above applies to you too.

• You must be a business licensed to rent vehicles in Kosovo, and you give us your registration details and documents so we can check that. We may refuse or suspend a company that cannot be verified.
• Your listings — prices, photographs, availability, rules and locations — must be accurate and kept up to date, and the car you hand over must be the car that was booked, roadworthy, insured, and registered.
• You enter your own net prices. We add our service charge to arrive at the price renters see, and the charge is the amount collected online unless you have chosen to collect the full rental online. The amounts you are owed and how they are settled are as agreed with us.
• A confirmed booking must be honoured. If you cannot, tell us immediately: the renter is refunded in full and repeated failures end the listing.
• You must deal with renters fairly and promptly, answer messages, hold their data only for the rental and the law, and follow consumer and data-protection law.
• Cars borrowed between companies through the network are arranged between those two companies on the terms they agree. Rento is not a party to them.
• We may suspend or remove a company, a car or a listing that breaks these terms, is unsafe, or damages renters’ trust.

12. Our responsibility, and yours

We work to keep Rento available and correct, but we provide it as it is. We do not promise that it will be uninterrupted, or that a car shown as available will still be available a moment later.

We are not responsible for the rental itself: the condition of the car, the company’s conduct, delays at the counter, damage, fines or accidents are matters between you and the rental company, under the agreement you sign with it. We are responsible for our own service — for taking your payment correctly, for passing your booking on, and for handling your data as our Privacy Policy says.

Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or anything else that cannot be limited under the law. Subject to that, and except where Kosovo consumer law gives you more, our liability for a booking is limited to the amount you paid us for it.

13. Suspending or ending your use

You can stop using Rento and delete your account at any time. We can suspend or close an account that breaks these terms, is being used fraudulently, or puts other people at risk — and we will tell you why unless the law prevents us. Bookings already paid for are honoured or refunded.

14. Changes to these terms

We may change these terms — for a new feature, or because the law changes. The date at the top says when they last changed. If a change materially affects you we will tell you by email or in the app before it takes effect. A booking is governed by the terms in force when you made it.

15. Law and disputes

These terms are governed by the law of the Republic of Kosovo, and disputes belong to the courts of Kosovo. If you are a consumer, this does not take away the protection of the mandatory law of the country where you live.

Please write to support@rento-ks.com first. Most things are settled in a day, and neither of us wants a court.

16. Language

These terms are published in English, Albanian and German for your convenience. The English version is the binding one: if a translation differs from it, the English text applies.

17. Contact

Rento24 GADI SH.P.K., business number (NUI) 812457390. Email info@rento-ks.com; support support@rento-ks.com.