Terms & conditions

Article 1 – Definitions and General Concepts

• “You,” “The renter” refers to the drivers and payers mentioned in the rental contract and who have signed it as the renter.
• “We,” “the company” refers to Carlaville, whose name appears on the rental contract.
• “Vehicle” refers to a passenger car or utility vehicle that we rent for the agreed duration of the rental contract.
• “Damages” refers to any damage to the vehicle, including glass breakage, optics, mirrors, and headlights.
• “Theft” of the vehicle includes theft by vandalism, theft of accessories, and attempted theft.
• “MAD” refers to Moroccan Dirham.

Article 2 – Eligibility to Rent a Car

You must provide us with the necessary documents and information to establish your rental contract, including your identity and passport, address (home and email), landline phone number, mobile phone number, date of issue and expiration of your driver’s license as well as its place of issue, and the means of payment for your rental. Any driver must have held a valid driver’s license corresponding to the category of the rented vehicle for at least 12 months. He or she must also be over 21 years old (the required age may be higher for certain vehicle categories). A “young driver fee” may be applied to your rental if you are between 18 and 20 years old. The average cost is about 200.00 MAD per day.

You will need to make a prepayment at the beginning of the rental for the estimated amount of the rental invoice, plus the deposit.

Article 3 – The Vehicle

Article 3.1 – Vehicle Condition

A document describing the condition of the vehicle is attached to your contract. You agree to record any apparent damage not described before leaving the station. Otherwise, you will be deemed to have received a vehicle conforming to the declaration. Unfortunately, we cannot accept claims relating to apparent damages not reported at the time of departure. You must return the vehicle in the condition in which you received it. Any cost of restoration due to the renter’s fault will be added to the rental cost.

Article 3.2 – Use of the Vehicle

You must never drive the vehicle outside of Morocco (across the border) without Carlaville’s written authorization.

In accordance with the principle of personal penalties, you are responsible for offenses committed during the rental period. Consequently, you are informed that your references may be communicated to the police authorities upon request.

You agree to use the vehicle in a careful and reasonable manner, and in particular, not to be under the influence of alcohol, drugs, or any other substance that may impair your ability to drive, in accordance with the Highway Code and its intended use, which mainly means the free transport of people for a passenger vehicle.

ATTENTION: In particular, you must not use the rental vehicle to:

• Re-rent it;
• Transport passengers for remuneration;
• Transport a number of people greater than that mentioned on the vehicle registration;
• Participate in rallies, competitions or trials, wherever they may be located;
• Give driving lessons;
• Push or tow another vehicle;
• Drive on a road unsuitable for a motor vehicle, or whose surface or condition presents risks for the tires or parts under the vehicle;
• Commit a national/international offense;
• Drive the vehicle off-road, mountains, etc.

Carlaville allows pets to travel in rental vehicles. However, cleaning and detailing fees may apply.

Goods and luggage transported in the vehicle, including their packaging and fastening, must not damage the vehicle or present unreasonable risks to its occupants. When you park the vehicle, even for a short stop, you agree to lock the vehicle and use the alarm and/or anti-theft devices installed on the vehicle (if applicable).

You must never leave the car unoccupied with the keys in the ignition. Not returning the keys voids the theft waiver. In case of damage or theft, you must transmit to the company, as soon as possible, the accident report or the receipt of the theft declaration issued by the authorities, as well as the keys and documents of the vehicle.

Article 3.3 – Maintenance / Mechanical Problems

During your rental and depending on the mileage traveled, you will need to perform a routine inspection (oil level beyond 1000 kilometers, tire pressure, etc.) in accordance with reasonable and prudent use. The renter must remain vigilant to the signals of the vehicle’s dashboard warning lights and take all necessary precautions, such as an emergency stop.

The vehicle is provided with five tires conforming to traffic regulations. In case of damage to one of them for a reason other than normal wear, a latent defect, or a case of force majeure, you agree to replace it immediately at your expense with a tire of the same size, type, brand, and wear.

In case of mechanical breakdown only (excluding accidents), you benefit from assistance included in the price of your rental. The conditions of this assistance are defined in Article 8 below “Insurance Conditions, Assistance, and Useful Tips.”

ATTENTION: Carlaville does not commit to providing you with a car of a specific model or color, and reserves the right to make changes if necessary. However, we guarantee the category of your choice and, if it is not available, a higher category.

Article 4 – Duration of Stay

Article 4.1 – Definition of Calculation

The renter agrees to return the vehicle to the company on the date specified by the rental contract, under penalty of civil and criminal prosecution. The rental duration is determined by the indivisible period of 24 hours, starting from the time the vehicle is made available; however, you benefit from a tolerance of 29 minutes at the end of the rental before a new 24-hour period is applied. If you wish to keep the vehicle beyond the duration specified in the contract, you must go to the Carlaville office as a priority to extend the rental contract and pay for the extended rental period.

Article 4.2 – End of Rental

The rental ends when the vehicle, its keys, and documents are returned to the company’s counter, to a Carlaville agent. Under no circumstances should you give the keys to people present in the parking lots claiming to be Carlaville agents. If the vehicle were to be returned without its keys, the cost of their replacement will be charged to the renter as well as the repatriation of the vehicle. The repatriation of the vehicle will be charged at 5 MAD/km (including VAT) to the nearest Carlaville station. The company cannot be held responsible for property left in the vehicle at the end of the rental.

ATTENTION: Only the return of the vehicle, documents, and keys to the rental agent during the agency’s opening hours ends the rental contract. Reminder: you are responsible until the end of the rental contract. Exceptions: if the vehicle is confiscated, the rental contract can be terminated automatically as soon as the company is informed by the judicial authority or the renter. Any use of the vehicle prejudicial to the company authorizes the latter to terminate the rental contract with immediate effect. In this case, the company reserves the right to claim damages for harm suffered.

Article 5 – Financial Conditions

Article 5.1 – General Conditions

Payment for your rental is made by credit card only. We accept the following bank cards for the payment of your rental: Visa, Mastercard, American Express. The renter is always personally responsible for payment, even if the billing account is transmitted to a third party (from a credit or other point of view).

The renter expressly accepts that non-payment of an invoice or any amount due under the rental contract will result in the immediate demand for payment of all outstanding invoices, and authorizes the company to demand the immediate return of vehicles currently rented. The customer will pay all invoices for closed rental contracts.

Article 5.2 – Applicable Prices

The prices applicable to the rental, additional services, and optional options or insurance will be those in effect at the time of signing the contract, and based on the information you have provided (duration, return station, etc.). Any change to this information will result in the application of a substituted price, mentioned in the brochure for the agreed price. Fuel is not included in the basic rental rate. The company rents vehicles with the same fuel level, and the customer must return the rented vehicle with the same amount of fuel and pay for the missing fuel in the tank of the rented vehicle at the time of return at the price of 10 MAD/liter + 200 MAD refueling fee (including VAT). The amount of missing fuel is indicated on the closed rental contract.

ATTENTION: The customer is fully responsible for the rented vehicle during the rental period. Malfunctions caused by refueling with an inappropriate fuel type will be charged for a minimum amount of 2500 MAD deducted from the deposit.

• The customer pays for the washing of extremely dirty vehicles (interior or exterior) at a rate of 600 MAD (including VAT).
• The customer pays for additional child safety seat equipment at a rate of 60 MAD per day, maximum 500 MAD per rental. A destroyed child seat will be charged 1200 MAD. Cleaning a very dirty child seat will be charged 120 MAD.
• The customer will cover the total value of damages not covered by the insurance company, occurring on the following parts of the vehicle: wheels, hubcaps, undercarriage, rims, interior, and radio.
• For a destroyed/damaged tire, the customer will be charged 2500 MAD per piece.
• The customer will pay the total value of lost vehicle keys/alarm key/vehicle documents: 1500 MAD per piece.
• The customer will pay 250 MAD for the loss of the vehicle license plate.
• For unauthorized return of the vehicle outside Moroccan borders (if applicable), the renter will be charged for an international one-way trip penalty of 30000 MAD.

Special equipment/additional options:

• Booster seat: 500 MAD (excluding taxes); on request
• Child seat: 500 MAD (excluding taxes); on request
• Baby seat: 500 MAD (excluding taxes); on request
• GPS: 500 MAD (excluding taxes); on request
• Wi-Fi access: 100 MAD per day, maximum 1400 MAD (excluding taxes)

One-way rentals are available, drop-off fees may apply. Special equipment/additional options can be requested at the time of booking but are not included in the rental price. They are paid in local currency at the rental counter.

Article 5.3 – SECURITY DEPOSIT

When taking charge of the vehicle, Carlaville will pre-authorize an amount on the driver’s credit card as a security deposit, which will be fully refunded at the end of the rental, provided that no other charges occur. Please note that the refund may take up to 14 days, depending on the issuing bank of the credit card. The deposit amount varies according to the car group.

The deposit amount depends on the rented vehicle group and the duration of the rental.

Deductibles for car groups:

• 15000 MAD for (M: Hyundai I10, E: Dacia Logan Petrol, S: Dacia Sandero)
• 16000 MAD for (C: Dacia Logan diesel, H: Hyundai I20)
• 17000 MAD for (S1: Dacia Stepway, C1: Hyundai Grand I10 Manual, C2: Hyundai Grand I10 Automatic)
• 18000 MAD for (I: Renault Clio 4, D: Hyundai Accent)
• 22000 MAD for (J: Hyundai Elantra)
• 25000 MAD for (F: Hyundai Creta, K: Dacia Duster)
• 30000 MAD for (R: Hyundai Tucson, O: Mercedes Vito)
• 35000 MAD for (R1: Hyundai Santa Fe)
• 40000 MAD for (G: Jeep Grand Cherokee, P: Range Rover Evoque)
• 45000 MAD for (T: VW Touareg)
• 80000 MAD for (L: Range Rover Sport, L2: Range Rover Vogue, L3: Maserati Levante)

Debit cards, Diners Club, and American Express are not accepted for the deposit.

In case of failure to provide a valid card, the reservation may be canceled, and no refund of prepaid amounts will be made.

At the end of the rental, the deposit will be released. In case of damages to be charged, they may be deducted from the blocked deposit.

Article 5.4 – Early Returns / Unused Rental Days

If the renter decides to return a Carlaville vehicle earlier than planned, no refund will be made for unused rental days. No refund (partial or total) will be granted for rentals terminated prematurely, including for the purchase of auxiliary items, late collections, no-shows, or cancellations made after the rental start date.

Article 5.5 – The product is non-refundable in the following cases:

• You did not inform us of the cancellation of your reservation before your pick-up.
• You did not pick up the car at the agreed time and date.
• You did not provide the documents (passport and driver’s license) required to pick up the car.
• You did not provide a credit card with sufficient funds and with the name of the main driver printed on it.
• You have been blacklisted by the car rental company.

In all these cases, no refund will be granted to you.

Article 5.6 – Cancellation Policy

Any cancellation made with less than 48 hours notice will be subject to a fee of 800 MAD. No refund will be made if cancellations are made after the reserved time and date for pick-up.

Article 6 – Insurance and Assistance Conditions

Article 6.1 – CIVIL LIABILITY INSURANCE

All our vehicles are covered by a “Civil Liability” policy in accordance with the laws and regulations in force in Morocco. They also benefit from a technical assistance contract with Carlaville car rental stations and contractual partners that will be indicated to the customer when requesting assistance from the nearest Carlaville car rental station.

The customer can also subscribe to optional “Driver and Passengers” insurance (mentioned as PAI or checked on the contract) by paying a fixed rate per day of rental.

The conditions and limitations of mandatory or optional insurance, contractual guarantees, as well as those of the assistance contract, will be set out in the brochure “Rental Guide, Insurance Conditions and Useful Tips” available at all Carlaville car rental stations.