User Terms & Conditions: Caravanek Platform

Your Core Rights as a User — Read This First

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

✅ Right to Full Information You have the right to access complete details about any caravan or product before completing a transaction.

💰 Right to Refunds You have the right to refunds per this policy and for concealed defects under Saudi law.

🛡️ Right to Complain You have the right to file a complaint with the Platform and government authorities without restriction.

🔒 Right to Data Protection You have the right to access, correct, or delete your personal data under Saudi PDPL.

⚖️ Right to Legal Action These Terms cannot remove your right to pursue claims in Saudi courts.

📋 Right to a Clear Contract You have the right to receive a signed copy of your rental or purchase agreement electronically.

⚠️ Any clause in these Terms that conflicts with the Saudi Consumer Protection Law is automatically null and void. All remaining clauses remain in force.

Definitions

• "Platform": The Caravanek website and app (caravanek.com) and all digital services.
• "Company": Caravanek — Mobile Camping Vehicles for Business Services Co., CR / Unified No. 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.
• "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.

Caravan & Product Categories — What They Mean for You

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:

🟢 Caravanek Direct

A vehicle or product owned and fully operated by Caravanek. The Company is solely responsible for maintenance, preparation, and quality. Highest level of consistency and guarantee.

🔵 Caravanek Managed

A vehicle or product owned by a Partner but operated by Caravanek under an annual management agreement. Stored in Caravanek warehouses; maintenance and preparation are directly supervised by Caravanek.

🟡 Partner Listed

A vehicle or product owned and operated by a Partner at their own premises. Caravanek manages the listing, booking, communication, and payments only. Direct oversight of vehicle condition rests primarily with the Partner.

⚠️ What this means practically for you as a Renter or Buyer:

- Caravanek Direct: Caravanek bears full responsibility for the vehicle's condition and preparation at handover.

- Caravanek Managed: Caravanek bears operational responsibility under the Partner agreement, with a high assurance level.

- Partner Listed: Caravanek facilitates the transaction and provides payment protection, but primary responsibility for vehicle condition rests with the Partner. Your rights to object, dispute, and receive refunds as set out in these Terms apply equally across all three categories without exception.

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

Communication Policy & Operational Privacy

4-1 Official Communication Channels

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

1. Email: All confirmations, invoices, and official notifications are sent to the email address registered on your account. Keep your email address current in your account settings.
2. Caravanek WhatsApp: After your booking is confirmed, a member of the Caravanek team will contact you directly via WhatsApp to arrange handover and collection logistics. Immediate support: @Caravanek_Support

📩 We do not use SMS. All communication from Caravanek reaches you via email or WhatsApp only.

4-2 No Direct Contact Policy

🔒 A Core Rule — For Your Protection: No direct contact between Users and Partners / Advertisers outside the Caravanek platform is permitted. You will not receive the Partner's personal contact details (phone number, email, personal account) in any form. The Partner will not receive your personal contact details. All coordination (handover time, location, adjustments) is managed by the Caravanek team on your behalf. Any Partner who requests direct contact is in breach of platform rules — report it immediately.

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:

WhatsApp: @Caravanek_Support | Email: support@caravanek.com Immediate action will be taken against the non-compliant Partner.

Acceptance & Legal Capacity

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.

This acceptance does not waive any rights granted to you under the Saudi Consumer Protection Law (Royal Decree M/33, 2016) and its amendments.

Booking & Confirmation Process

6-1 Booking Steps

1. Select your caravan, dates, and any add-on services.
2. Review the detailed total (rental fee + service fee + VAT + optional insurance).
3. Pay via the approved payment gateway.
4. Receive an electronic confirmation with a unique booking ID — this is your official document.
5. Coordinate handover logistics with the Advertiser per your booking details.

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.

📧 A compliant e-invoice will be sent to you within 24 hours of booking confirmation per ZATCA Phase 2 requirements.

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.

Cancellation & Refund Policy — Caravan Rentals

This is a summary of sections 7 and 8 of the official Terms & Conditions. If they differ, the official terms prevail.

Times are counted to the pick-up or check-in time: 12:00 Riyadh time on the start date, or the time agreed with the partner for your booking.

Free grace period: if the pick-up is more than 7 days after payment, you can cancel free of charge within 48 hours of payment and get a full refund, service fee included. This right cannot be waived.

After the grace period, the refund applies to the base rental fee only. The service fee is not refunded.

Peak seasons (Eid, July–August, and peak seasons announced on the platform for the listing's region) use this table instead. Peak dates are announced on the platform at least 60 days ahead.

Short bookings (1 to 2 days) use this table:

The refundable security deposit is not subject to these percentages.

Refunds are processed within 7 business days for rental fees, 72 hours after the return (after inspection) for the security deposit, and 5 business days for delivery fees refunded on an early cancellation. You receive an e-mail and WhatsApp notification when a refund is processed.

Early returns (section 7-3), force majeure (section 7-5) and caravan sales (section 8) are covered in the official terms.

7-3 Early Return / Mid-Trip Abandonment

Important Notice: If you begin your rental and return the caravan before the end of the booked period, no refund is issued for unused days as a general rule. One exception: if a material, undisclosed fault in the caravan is confirmed, you may request a proportional refund after immediately notifying the Platform.

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).

Official proof must be submitted within 48 hours of the event. Exceptional requests are reviewed within 5 business days.

Cancellation & Refund Policy — Sales Transactions

8-1 Cancellation Before Physical Handover

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

Under Article 14 of the Saudi Consumer Protection Law: You have the right to return the purchased caravan within 7 days of physical receipt if a concealed defect not disclosed by the Seller is discovered. A "concealed defect" is a material flaw in the vehicle's structure or core systems that was not visible upon ordinary inspection. The Seller bears all return costs and full compensation liability in such cases.

8-3 How to Report a Concealed Defect

1. Document the defect with photos or video immediately upon discovery.
2. Submit a report via the Platform (Dashboard → "Report an Issue") within 24 hours of discovery.
3. The Platform will contact the Seller and assign a certified inspector within 5 business days.
4. If confirmed, the full purchase price is refunded or an alternative vehicle is offered per your preference.

8-4 Escrow Payment Protection for Sales

For your protection in all sale transactions: The purchase price is held by the Platform and not released to the Seller until you sign the handover report. You have 48 hours after physical receipt to report any issue before funds are released. In the event of a dispute, funds are frozen until mediation or a court order resolves the matter.

8-5 Parts & Accessories

You can return parts and accessories bought on Caravanek within 7 days of receipt for a full refund, provided they are unused and in their original packaging. Caravanek checks the item's condition when it is returned.

This does not affect your statutory rights under the Consumer Protection Law if the product is defective or not as described.

Handover, Inspection & Condition Documentation

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.

⚠️ Any damage not documented in the Handover Report cannot be charged to the Renter later. Equally, any damage claim must be supported solely by this report.

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.

In these cases, notify the Platform within 1 hour of the agreed pick-up time via: WhatsApp @Caravanek_Support.

Renter Obligations During Rental

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

Important: Each listing specifies: Included daily mileage (default: 200 km/day). Excess mileage rate (listed per km — typically SAR 1–1.5/km). Included generator hours and the rate per additional hour. Review these details before confirming your booking. Excess charges are automatically deducted from the security deposit.

Breakdowns, Emergencies & Roadside Assistance

11-1 What to Do if the Caravan Breaks Down

1. Stop in a safe location and activate hazard lights.
2. Notify the Advertiser immediately, then contact the Platform: WhatsApp @Caravanek_Support (24/7).
3. If subscribed to roadside assistance, call the number in your coverage document.
4. Do not sign any repair invoice without prior approval from the Advertiser or the Platform.

11-2 Full Mechanical Breakdown

If the caravan becomes entirely inoperable due to mechanical or technical failure not caused by the Renter: You are entitled to a proportional refund for days lost, subject to verification. The Platform will endeavour to arrange a replacement vehicle subject to availability. The Advertiser covers reasonable waiting costs (up to 4 hours).

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.

Security Deposit & Damage Policy

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

1. The Advertiser conducts an inspection within 24 hours of return and submits a photographic report to the Platform.
2. The Platform notifies you of any claim within 48 hours, with full details and a repair cost estimate.
3. You have 48 hours from notification to object via the Platform with counter-evidence (photos, video, witnesses).
4. In case of objection, an internal arbitration panel issues a binding decision within 5 business days.
5. Deductions from the security deposit are only applied after the final decision.

No amount may be deducted from your security deposit without written notification and the expiry of the objection window or a settlement decision.

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.

Additional Fees & Optional Services

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

You have the right to object to any additional charge not specified in the original listing or Handover Report.

Payments & VAT Invoicing

• 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.

⚠️ Warning: Any request to transfer funds to a personal e-wallet or external payment app is fraudulent. Report it immediately.

Sales Transactions & Buyer Protection

• 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.

Platform Liability & Insurance

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.

This limitation of liability does not affect your rights under the Saudi Consumer Protection Law and applies only to the extent permitted by law.

Privacy & Personal Data Protection

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 support@caravanek.com).
• Transaction records are retained for 10 years per ZATCA requirements.

Marketing Consent is Separate: Your acceptance of these Terms does not constitute consent to marketing communications. A separate, explicit opt-in is required to receive promotional messages, and you may withdraw consent at any time.

Complaints & Dispute Resolution

18-1 Complaint Escalation Path

1. Level 1 — Immediate Support: Contact our team via WhatsApp @Caravanek_Support. Initial response within 2 hours on business days.
2. Level 2 — Formal Review: If unresolved within 48 hours, the file is escalated to the Quality Manager. Decision within 5 business days.
3. Level 3 — Internal Mediation: An independent internal panel issues a binding decision within 10 business days.
4. Level 4 — Official Authorities: Your full right to report to the Ministry of Commerce or Saudi courts at any time.

16-2 Government Consumer Complaint Channels

You always have the right to file an independent complaint with: Ministry of Commerce: "Mustahlak" platform — mc.gov.sa or call 1900 Consumer Protection Association: consumer.org.sa Ministry of Tourism: For tourism and camping service disputes — mot.gov.sa Saudi Courts: Primary jurisdiction of Jeddah First Instance Courts This right is protected by Saudi law and cannot be restricted by these Terms.

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.

Final Provisions

• 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: October 2026 — Version 3.0.
• Contact: support@caravanek.com | WhatsApp: @Caravanek_Support