الشروط والأحكام للمستخدمين — منصة كرفانك

Before the legal details, we expressly acknowledge the rights guaranteed to you under the Saudi Consumer Protection Law that cannot be waived:

• "Platform": The Caravanek website and app (caravanek.com) and all digital services.
• "Company": Caravanek — Caravanning Vehicles for Business Services Co., CR 7025970513.
• "User / You": Any person browsing or using the Platform as a Renter or Buyer.
• "Advertiser / Partner": The owner listing a caravan, site, or part (governed by a separate Partner Agreement).
• "Caravan": Any mobile camping vehicle or residential trailer listed for rental or sale.
• "Booking": A confirmed, paid reservation for a caravan for a specified period.
• "Handover Report": An electronically signed document recording the caravan's condition before and after rental.
• "Grace Period": A free cancellation window as detailed in Clause 5.
• "Service Fee": The Platform's commission, shown clearly as a separate line item on your invoice.
• "Caravanek Direct": Vehicles or products owned and fully operated by Caravanek.
• "Caravanek Managed": Vehicles or products owned by Partners but operated and stored by Caravanek under an annual management agreement.
• "Partner Listed": Vehicles or products owned and operated by Partners at their own premises; Caravanek manages listing, booking, communication, and payments only.

Every caravan, product, or campsite listed on Caravanek carries one of three category badges. These badges tell you the level of direct Caravanek oversight and affect what you can expect:

You can filter search results by category. Every listing clearly shows its category badge before you confirm a booking.

4-1 Official Communication Channels

All communications related to your bookings are handled exclusively through two official channels:

4-2 No Direct Contact Policy

4-3 Why This Policy Exists

• Service quality: Caravanek's trained team ensures a consistent, professional experience for every customer.
• Financial protection: Any financial offer made outside the Platform is unprotected and constitutes a Terms violation.
• Documentation & accountability: All communications are logged and available as evidence in any dispute.
• Your privacy: Your personal data is shared with the Partner only to the minimum extent necessary to complete the transaction.

4-4 Reporting an Attempted Direct Contact

If any Partner or Advertiser asks you to communicate outside the Platform or share personal details, report it immediately via:

By clicking "I Agree & Continue", you confirm that:

• You have read, understood, and fully accepted these Terms.
• You are at least 18 years old and have full legal capacity to enter into binding contracts.
• If acting on behalf of a company, you are duly authorised to do so.
• The information you provided at registration is accurate and truthful.

6-1 Booking Steps

6-2 What Your Invoice Includes

• Base Rental Fee: Daily rate × number of days.
• Service Fee: Displayed as a separate, transparent line item — no hidden bundling.
• VAT (15%): Applied to rental fee and service fee.
• Optional Insurance: Shown as a distinct, opt-in item.
• Delivery Fee (if requested): A standalone add-on at a clear published rate.

6-3 ID Requirements at Pickup

• Valid National ID (Saudi citizens).
• Valid Iqama + Passport (foreign residents).
• Valid driving licence if the caravan requires an operator.

7-1 Standard Refund Schedule (Regular Bookings)

After the Grace Period, the following applies to the base rental fee only. Service fees are non-refundable after the grace period ends.

7-2 Peak Season Policy

Peak season dates are announced on the Platform at least 60 days in advance.

7-3 Early Return / Mid-Trip Abandonment

7-4 Short Bookings (1–2 Days)

7-5 Force Majeure & Exceptional Circumstances

An exceptional refund policy (up to 100%) applies only in the following officially documented cases:

• Officially declared natural disasters affecting the rental area.
• Government orders or emergency authority directives.
• Death of the Renter or an immediate family member (official proof required).
• Documented emergencies preventing travel (traffic accident, hospitalisation).

7-6 Refund Processing Timeline

8-1 Cancellation Before Physical Handover

8-2 Right to Return for Concealed Defect (Statutory Right)

8-3 How to Report a Concealed Defect

8-4 Escrow Payment Protection for Sales

8-5 Returns of Parts & Accessories

9-1 The Handover Report — Your Legal Document

Before receiving any caravan, a detailed electronic handover report is completed through the Platform app, covering:

• Clear photos of all exterior and interior surfaces (minimum 20 photos).
• Odometer or hour-meter reading at handover.
• Fuel, fresh water, and waste tank levels.
• Inventory of included accessories (generator, cables, additional equipment).
• Electronic signatures from both parties.

9-2 Your Right to Refuse Pickup

You have the right to refuse the caravan and claim a full refund if:

• The caravan's condition materially differs from the listing description.
• A visible fault or defect affects safe use.
• Reasonable cleanliness and hygiene standards are not met.
• The Advertiser is more than 2 hours late without prior communication.

10-1 Permitted Use

• Use the caravan solely for lawful recreational and camping purposes.
• Follow the operating instructions included in the handover documentation.
• Only persons listed in the rental agreement may operate the vehicle.
• Respect the maximum occupancy stated in the listing.

10-2 Strictly Prohibited

• Sub-letting the caravan or providing it to any third party for consideration or otherwise.
• Using it for commercial filming, advertising, or revenue-generating events without written consent.
• Bringing pets unless the Advertiser has explicitly permitted this in the booking.
• Smoking inside unless expressly permitted in the listing.
• Crossing the agreed geographic boundaries (within KSA only unless the Advertiser agrees).
• Making any modifications or installations to the caravan.

10-3 Mileage & Generator Hour Limits

11-1 What to Do if the Caravan Breaks Down

11-2 Full Mechanical Breakdown

11-3 Traffic Accidents

• Call Saudi Police immediately and obtain an incident report number.
• Send photos of the scene to both the Advertiser and the Platform within 2 hours.
• Do not agree to any financial settlement with the other party without notifying the Advertiser.
• The insurance policy attached to the caravan is the primary reference for accident coverage.

12-1 How the Security Deposit Works

• The security deposit (amount stated in the listing) is placed as a payment authorisation hold on your card 2 days before pick-up.
• This is an authorisation, not a charge — it only becomes an actual deduction if proven damage exists.
• The hold is fully released within 72 hours of return if no damage is reported.

12-2 Damage Assessment & Your Right to Object

12-3 Damage Not Chargeable to the Renter

• Routine wear and tear (tyres, brakes, oil) from normal use.
• Damage that existed before handover but was not documented in the Handover Report.
• Deterioration resulting from manufacturing defects or original material failure.

All additional fees must be listed in the advertisement before booking. No surprise fees may be imposed after booking confirmation.

• All payments are in Saudi Riyals (SAR) exclusively via the official payment gateway.
• Any request to transfer funds outside the Platform's gateway is a potential fraud signal — report it immediately.
• Rental fees and service fees are subject to 15% VAT per ZATCA regulations.
• Insurance fees paid directly to an insurer are separately invoiced and VAT treatment follows insurance regulations.
• Delivery fees are subject to 15% VAT as a logistics service.
• A compliant e-invoice is issued for every transaction per ZATCA Phase 2 requirements.

• The Platform acts as an intermediary, not a party to sale contracts, but provides an Escrow payment protection mechanism.
• The Seller must provide the vehicle registration document and National ID before any handover.
• Ownership transfer via Absher / Electronic Traffic system is strongly recommended; funds are not released until transfer is confirmed.
• The Seller bears full responsibility for the accuracy of all disclosed information.
• Documented fraud or misrepresentation is referred to competent authorities and may result in permanent account termination.

16-1 What the Platform Guarantees

• Verification of Advertiser identities and document validity.
• A secure booking and payment infrastructure.
• Damage dispute mediation per the process in Clause 10.
• 24/7 customer support via WhatsApp and Telegram.

16-2 What the Platform Does Not Guarantee

• The Platform is a service provider, not a vehicle owner — it does not provide an absolute guarantee of any vehicle's condition.
• The Platform's maximum potential financial liability equals the service fee received for the transaction in question — no more.
• The Platform is not liable for physical injury, death, or indirect/consequential losses.

We comply with the Saudi Personal Data Protection Law (PDPL), Royal Decree M/19, 1443H:

• Your data is collected solely for Platform operation, contract performance, and regulatory compliance.
• Your data is not sold to third parties — it is shared only with the Advertiser to complete your transaction.
• You may at any time: request access to, correction of, or deletion of your data (via info@caravanek.com).
• Transaction records are retained for 10 years per ZATCA requirements.

18-1 Complaint Escalation Path

16-2 Government Consumer Complaint Channels

16-3 Governing Law

• These Terms are governed by Islamic Sharia principles and applicable Saudi laws and regulations.
• The Arabic version is the official binding version in the event of any interpretive conflict.

• The Company reserves the right to amend these Terms with at least 14 days' written notice by email.
• If any clause is found legally unenforceable, all other clauses remain in force.
• These Terms constitute the complete agreement between User and Platform and supersede all prior agreements.
• Last updated: 2 November 2026 — Version 2026-11-02. It applies to everyone from its publication. Earlier bookings and orders stay under the version the customer accepted at payment. The Arabic text prevails.
• Contact: info@caravanek.com | WhatsApp: +966 50 955 9657