Terms & Conditions

When you make a reservation, you accept the applicable policies as displayed during the reservation process. You will find each service provider cancellation policy and any other policies (the age requirements, security deposits/damage deposits, add-ons for group bookings, extra beds, the service provider information pages) You will find all of this information in small print and/or it will be written in the confirmation email or on the ticket (if applicable).

If you canceled a reservation or didn’t show up, any cancellation/no-show fees and any refunds will depend on the cancellation policy.

Some reservations cannot be canceled for free before a certain deadline.

If you think that you will not arrive on time, please contact your service provider and tell them your expected time of arrival, so that they do not cancel your reservation. If you arrived late without contacting with your service provider, we are not responsible for the consequences (for example, cancellation of your reservation or any fees that the service provider may charge you).

As the person making the reservation, you are responsible for the procedures and behavior (regarding the travel experience) of each individual in the group. You are also responsible for obtaining their permission before providing us with their personal data.

You are not permitted to monitor, copy, extract/track, download, reproduce or use anything on our platform for any commercial purpose without the written permission of Therentz.com or its licensors.

We closely monitor each visit to our Platform, and will prevent anyone (and any automated system) that we suspect doing the following:

Make an unreasonable amount of searches.
Use any hardware or software to collect price information or any other information.
Anything that places undue pressure on our platform.
By uploading any image to our platform (with a rating, for example), you confirm that it meets our criteria, which are:

Honest (i.e. you did not change the photo, or did not upload a photo of a different accommodation).
Does not contain any virus.
And that you are allowed to share it with us.
We are allowed to use it on our platform and for other commercial purposes (including in a promotional context), when you tell us that we can no longer use it, we will consider any such reasonable request.
Do not violate the privacy rights of other people.
You are fully responsible for any legal claims against therentz.com
Just to clarify: we are not responsible for any image uploaded to our platform and we are allowed to remove any image at our discretion (for example, if we discovered that the image does not meet the above criteria).

What if something went wrong?

If you have an inquiry or complaint, please contact our customer service team. You can do this by accessing your reservation through our app or through our Help Center (where you'll also find some helpful FAQs). We can help you as quickly as possible, by providing:

Your reservation confirmation number, your contact details, your secret code (if you have one) and the email address you used when making the reservation.
A summary of the problem, including how you would like us to help you.
Any supporting documents (bank statement, photos, receipts, etc.)
All inquiries and complaints are recorded and the most urgent ones are dealt with as a top priority.

Communicate with the service provider

We may help you communicate with your service provider, but we cannot guarantee that they will solve your problem or do what you ask. The fact that you communicate with each other does not mean that you have any reason to take legal action.
Actions against unacceptable behavior
We have the right to prevent you from making any reservation and/or cancel any reservation you have already made and to prevent you from using our platform, our customer service, in addition to your account, Of course. we will do so only if, in our opinion, there is a good reason for it, for example:
Fraud or abuse.
Failure to comply with our values or our applicable laws and regulations.
Inappropriate or unlawful behavior (such as violence, threats, or privacy invasion) in relation to us or any of the companies we work with - or anyone else involved.
If we canceled your reservation as a result, you will not be entitled to a refund. We may tell you the reason why we canceled your reservation if it does not violate any applicable laws or prevent fraud or other illegal activities from being detected or prevented. If you believe we have canceled your reservation incorrectly, please contact our Customer Service Team.

Limitation of Liability

To the extent permitted by mandatory consumer law, we will only be responsible for costs incurred by you as a direct result of our failure to meet your needs. this means that, to the extent permitted by law, we will not be liable for any:
- Indirect loss or indirect damage.
- Inaccurate information about a service provider.
- A product, service, or procedure from another service provider or business partner.
- Wrong email address, phone number, or credit card number (unless it's our fault).
- If there are force majeure circumstances or any event out of our control.
If you breach these terms and/or the service provider terms, to the extent permitted by law we will not be responsible for:
- Any costs incurred as a result.
- You will not be entitled to any refund.
To the extent permitted by law, the maximum charge that we or any service provider will bear (whether for a single event or a series of related events) is the cost of your reservation, as indicated in your confirmation email.
Nothing in these terms will limit our liability (or the service provider's liability) in connection with our negligence or their negligence which could result in death, personal injury, fraud or fraudulent disguise.
We make no promises about the products and services of the service providers (other than what we expressly state in these terms). Making the right choice(s) is entirely your responsibility.
For clarification purposes only: nothing in these terms authorizes any third party other than the service provider.
You may be protected by mandatory consumer protection laws and regulations, which guarantee you rights that cannot be overridden by any company's terms. In this case, our liability is limited not only by these terms, but also by any applicable consumer protection laws and regulations.

Deletion policy/Account termination

The customer has the right to delete his/her account by sending us a deletion request via email.
Sent to : zeina.khaled@gogreen.com.eg