Payment, Cancellation & Refund Policy

1. Purpose and scope

1.1. This Policy governs payments, payment authorizations, captures, deposits, cancellations, refunds, no-shows, Partner refusals, booking request expiry and related payment procedures on the Car&Vibe Platform.

1.2. This Policy applies together with the Terms of Service and the rules displayed to the Customer before booking confirmation.

2. Roles in payments and invoices

2.1. Car&Vibe is a digital marketplace platform. The Partner is the actual provider of the Underlying Service.

2.2. The Partner issues an invoice or receipt to the Customer or renter for the Underlying Service where applicable.

2.3. Car&Vibe issues an invoice or receipt for its own platform or service fees where applicable and may invoice the Partner for commission or platform fees.

3. Prices, fees and currency

3.1. Prices are displayed in euros unless expressly stated otherwise.

3.2. For Rent, a separate Car&Vibe service fee for use of the Platform may apply if displayed to the Customer before booking confirmation. The amount or calculation method must be shown before payment.

3.3. For Leisure, the Partner provides the Underlying Service and issues an invoice or receipt to the Customer where applicable. Car&Vibe may invoice the Partner for commission or a platform fee where applicable.

3.4. Additional costs may apply if shown before booking, provided in Partner terms or caused by Customer conduct, such as damage, lateness, fuel, charging, fines or extra equipment.

4. Payment methods and payment service providers

4.1. The Platform may allow payment by card, digital wallet, bank transfer or other payment methods shown to the Customer in the booking process.

4.2. Payments may be processed by an external payment service provider. That provider’s terms may apply to payments.

4.3. Car&Vibe does not need to store full payment card numbers. Payment data may be processed by the payment service provider.

5. Payment authorization, security authorization and capture

5.1. In the booking process, the Customer is shown whether the amount will be captured immediately, only authorized until Partner confirmation, captured after Partner confirmation or subject to a security authorization/deposit.

5.2. A deposit or security authorization may apply especially for Rent or other services where the Partner requires protection against damage, late return, fines or additional charges.

5.3. Refund of a deposit or voiding of a security authorization is handled by the Partner or payment service provider according to the rules shown to the Customer.

6. Booking request, rejection and expiry

6.1. If the Partner rejects a request or the request expires before confirmation, the Customer has no obligation to pay for the Underlying Service.

6.2. If an amount was only authorized, the authorization is voided and the reserved amount becomes available to the Customer according to the rules of the payment service provider and the Customer’s bank.

6.3. If an amount has already been captured, the refund is processed according to this Policy.

7. Rent payments, deposit and invoices

7.1. The Partner provides the Rent Underlying Service and issues an invoice or receipt to the renter for the rental where applicable.

7.2. For the ordinary Rent booking flow, Car&Vibe does not collect, review, verify or store driving licence images or documents.

7.3. Before booking, the renter confirms that they hold a valid driving licence and meet Partner requirements. The Partner verifies the original driving licence and other requirements at pickup or handover.

7.4. Deposits, insurance excess, damage, fuel, charging, fines, tolls, parking, late return and other Rent costs are governed by Partner terms and the rental agreement.

8. Leisure payments and invoices

8.1. The Partner provides the Leisure Underlying Service and issues an invoice or receipt to the Customer for that service where applicable.

8.2. For services that depend on weather, safety, sea conditions, minimum participant numbers or equipment availability, the rules displayed before booking confirmation apply.

9. Customer cancellation

9.1. The Customer may cancel a booking through the Platform where available or by contacting support.

9.2. Refund rights depend on the cancellation rules displayed to the Customer before booking confirmation. If cancellation rules are not clearly displayed for a listing, the Customer should not confirm the booking before those rules are available.

9.3. If a Car&Vibe Fee is charged to the Customer, the refund treatment of that fee must be displayed before booking confirmation and applies subject to mandatory law.

10. No-shows, lateness and failure to meet requirements

10.1. A no-show means that the Customer does not arrive at the agreed location at the agreed time or within the waiting period displayed before booking, if such period applies.

10.2. Lateness, missing required documents, failure to meet age or safety requirements, failure to follow instructions or failure to meet Partner requirements may result in refusal of service.

10.3. Refund rights in such cases depend on the rules displayed before booking, the reasons for refusal and mandatory law.

11. Partner cancellation, weather and safety

11.1. The Partner may cancel or postpone a service where necessary for safety, weather, vehicle or equipment failure, staff illness, legal requirements or other justified circumstances.

11.2. If the Partner cancels a confirmed booking for a reason not caused by the Customer, the Customer may be offered an alternative date, substitute service or refund of the amount paid through the Platform for the unperformed service.

12. Refund processing

12.1. Refunds are generally processed to the original payment method unless another method is enabled or agreed.

12.2. The time when the refund appears on the Customer’s account depends on the payment service provider, bank or card issuer.

12.3. If the refund relates to a Partner invoice, the Partner issues any applicable credit note, cancellation document or other document. If the refund relates to a Car&Vibe Fee, Car&Vibe issues the relevant document where applicable.

13. Chargebacks and payment disputes

13.1. Customers are encouraged to contact Car&Vibe support before making a chargeback so the issue can be reviewed using available documentation.

13.2. An unfounded or fraudulent chargeback may result in account restrictions and submission of evidence to the payment service provider or bank, in accordance with applicable rules.

14. Taxes, fiscalization, e-invoicing and VAT

14.1. The Partner is responsible for taxes, invoices, receipts and fiscalization connected with the Underlying Service where applicable.

14.2. Car&Vibe calculates its fees according to its current tax status and applicable rules.

14.3. The company is not in the Croatian VAT system. VAT is not charged pursuant to Article 90(1) of the Croatian VAT Act.

Car&Vibe issues and receives invoices in accordance with applicable rules on invoices, e-invoicing, fiscalization and accounting.

15. Contact for payments and refunds

15.1. For payment, invoice and refund questions: finance@carandvibe.com.

15.2. For customer support: support@carandvibe.com. For legal questions: legal@carandvibe.com.