Fine Policy
The fine policy is part of the General Terms and Conditions and applies to all transactions and rental agreements made through the SnappCar platform.
Fines are intended to cover costs arising from misconduct or violations of SnappCar rules. They are imposed and collected by SnappCar. Fines do not generally benefit the car owners. In exceptional cases, SnappCar may decide to issue a goodwill payment, assessed individually by the Community Support team.
Cancelling a Paid Booking
More than 24 hours before start: full refund within a maximum of 10 working days
Less than 24 hours before start: no refund; the amount is paid to the car owner
Cancellation via My Trips → select booking → Cancel
Overview of Fines and Administrative Fees
The following fines and fees apply in case of rule violations, damage incidents, or other undesirable behavior during a rental period. These amounts are imposed by SnappCar and may be automatically collected from the known bank account, in accordance with the General Terms and Conditions.
Situation | Explanation | Consequence |
Traffic fine imposed during the rental period | SnappCar handles the traffic fine. | EUR 20 + the amount of the traffic fine |
Not enough fuel | The Renter does not return the Vehicle with a full tank and/or the agreed fuel level. | EUR 20 + fuel costs |
Electric Vehicle return with charge <25% | The Renter returns the electric Vehicle with a battery level below 25%. | EUR 150 |
Electric Vehicle not correctly connected to charging station | The Renter does not correctly connect the Vehicle to the agreed charging facility at the end of the Rental Period. | EUR 50 |
Smoking or serious soiling | Smoking or excessive soiling. | EUR 75 + cleaning costs |
Taking the vehicle abroad without the Owner's permission | The Renter takes the Vehicle abroad even though the Owner does not allow this. | EUR 250 |
Causing damage in another country without foreign insurance cover | The Renter takes the Vehicle abroad and causes Damage without valid foreign insurance cover for Roadside Assistance having been purchased by the Renter. | EUR 250 + actual costs |
Late returns | The Renter does not return the Vehicle on time. | EUR 20 per hour from the time the Booking Period ends (max EUR 250) |
Failure to return vehicle | Vehicle is not returned at the agreed location. This means more than "one street away": it means a different location that makes it impossible for the next Renter to find the vehicle or that requires the Vehicle to be moved. | EUR 250 + actual costs (including lost turnover) |
Unauthorised driver | Letting a non-registered driver drive the Vehicle. | EUR 1,000 + actual costs + platform exclusion |
Unnecessary Roadside Assistance | When Roadside Assistance is called in by the Renter, but it is not needed (anymore) and the call centre is not informed of this, resulting in an unnecessary trip. | EUR 150 |
Resulting costs | SnappCar is authorised to collect advances it pays (out of goodwill) to a third party (e.g. to limit damage or as an advance for compensation) from the User who caused the Damage, in accordance with Clause 11.9 of the General Terms and Conditions. | Actual costs |
Processing of Fines
Fines are first submitted by the owner
Renter pays directly to the owner
If unpaid, owner may submit fine to SnappCar
Processing fee (€20) will be charged to renter
Payment and collection
Direct debit
SnappCar collects all penalties and costs automatically through the SEPA contract agreed with SnappCar or through the payment method otherwise agreed. By agreeing to the General Terms and Conditions, the User grants a direct debit authorisation.
Failed collection
If a collection fails or is reversed, SnappCar will send the debtor (the Owner or the Renter) one or more payment reminders via various means of communication, in order to clearly inform the debtor of the outstanding payment obligation.
If the debtor is still in default fourteen (14) days after the first reminder, SnappCar will send an official fourteen-day letter in accordance with the Collection Costs Act, offering the debtor a final payment deadline and pointing out the additional costs, such as collection costs and interest, that will be charged if the claim is sent to a collection agency.
If the debtor remains in default even after expiry of the period as set out in the letter, a collection order will be granted to an external collection party.
Exceptions, goodwill and complaints
Goodwill policy
SnappCar may at its discretion decide to waive or mitigate charges or penalties in whole or in part. This is an individual decision and does not confer any rights for future cases.
Complaints procedure
Users who disagree with an imposed penalty can lodge an objection via the Support Team. The objection must be accompanied by relevant evidence, such as photographs, documents or other data supporting the assertion.