Terms and Conditions of the Reservation Service

1. User / Customer Driver Obligations

By submitting a reservation request through RENT-US, the Customer agrees to comply with the following obligations:

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  Provision of Accurate Information: Provide accurate and truthful contact, identity, telephone number including international country code, country of residence, and address information during the reservation process. Additional requirements may apply to local customers.
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  Compliance with Driving Requirements: Meet the minimum age required by the assigned Agency (23 years minimum by default), hold a valid driving license (national or international) for at least 2 years, and present a valid identification document (national identity card or passport) when picking up the vehicle.
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  Security Deposit at Destination: Present a physical credit card in the Customer’s name with sufficient available credit or limit to authorize the security deposit required by the local Agency at the time of vehicle pickup. This requirement may not apply at some Agencies. The Agency processes the release of the security deposit immediately, subject to bank processing times.
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  Payment of Outstanding Balance: Pay the remaining rental balance directly to the Agency at the counter/office (corresponding to the percentage or amount not collected online), as well as any fees for requested additional accessories, using the payment methods accepted by the respective Agency.
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  Cancellation and Claim Conditions: Notify any cancellation or reservation modification at least 48 hours before the scheduled pickup time in order to qualify for a refund of the amount charged online (less applicable administrative banking fees). Cancellations made within the 48 hours prior to pickup or no-shows do not qualify for a refund. This policy applies exclusively to the amount prepaid through RENT-US and does not necessarily apply to other amounts that may be payable to the rental Agency, such as security deposits, additional charges, insurance, or other amounts established in the reservation conditions or rental agreement.
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  Direct Negotiation of Additional Services: Acknowledge that additional equipment (baby seats, portable Wi-Fi devices, GPS, among others) is managed directly at the rental counter, subject to availability and direct payment to the Agency.

2. RENT-US Obligations (The Platform)

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  Technology Intermediation and Management: Maintain the web platform accessible and functional for fleet visualization, seasonal dynamic rate calculations, and automated management of online reservations.
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  Secure Payment Processing: Ensure transaction security when processing the online payment corresponding to the reservation management/intermediation commission through certified payment gateways (Onvo Pay).
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  Transactional Notifications: Send immediate automated notifications and confirmations by email to the Customer, the supplying Agency, and the master Administrator once a reservation has been completed.
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  Support and Relocation Protocol in Case of Non-Compliance: If an associated Agency does not have the reserved vehicle available when the Customer arrives, RENT-US will make reasonable efforts to relocate the Customer to another affiliated Agency within the network. If relocation is not feasible, RENT-US will process a full refund of the amount charged online through the payment gateway.
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  Personal Data Protection: Protect information provided by Customers and Agencies in accordance with the platform’s Privacy Policy.

3. Agency Obligations (Rental Provider)

The Agency registered on the platform strictly assumes the following operational and legal obligations:

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  Availability Guarantee and Accurate Inventory: Keep the fleet availability published on the dashboard up to date, blocking or manually pausing dates when vehicles have been rented outside the platform or are undergoing technical maintenance.
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  Honoring Confirmed Reservations: Deliver the selected vehicle (or a vehicle from a similar category at no additional cost) at the location, date, and time specified in the reservation confirmation.
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  Accuracy of Prices and Policies: Provide accurate information regarding the base rate, coverage options (Basic/Premium-Full Coverage), age restrictions, mileage requirements, and credit-card security deposit information.
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  Operational and Mechanical Condition: Ensure that all vehicles delivered to Customers have a valid technical vehicle inspection, the mandatory basic Costa Rican insurance, and are in excellent mechanical and clean condition.
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  Correct Payment Collection at Destination: Charge the Customer only the remaining balance stated on the reservation confirmation (the balance not paid online), and refrain from imposing mandatory surcharges that were not previously disclosed in the platform’s vehicle information.
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  Insurance: It is the agency responsible for providing information about mandatory or additional insurance.
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  Security Deposit: The rental Agency is responsible for establishing and specifying its security deposit conditions in the reservation.
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  Acceptance of Penalties for Non-Compliance: The Agency acknowledges that unjustified failure to deliver a reserved vehicle authorizes RENT-US to impose a penalty, including the temporary or permanent suspension of its account on the platform.