This document forms an integral part of the General Terms and Conditions of SnappCar and applies to all Users who rent or rent out a Vehicle through SnappCar. By making or accepting a booking, or by otherwise using the Platform, the User agrees to the provisions below.
Clause 1 - Purpose and nature of penalties
1.1 Function of penalties and costs
The penalties and costs included in this document are intended to cover part of the costs incurred by SnappCar when a User fails to comply with applicable rules or obligations. These costs may include administrative costs, claims handling, processing of traffic fines and other operational costs.
1.2 No income for owners
Penalties are imposed and collected exclusively by SnappCar. Unless expressly stated otherwise, penalties do not accrue to the Owner. SnappCar may choose to pass on all or part of a penalty to an Owner as a courtesy, without any right or claim arising therefrom.
1.3 Waiver without precedent
SnappCar may at its own discretion decide to waive a penalty in part or in full. This applies only to the individual case and does not create a precedent for future situations.
Clause 2 - Cancellation of a booking by the renter or the owner
2.1 Penalty for cancellation by the renter
Cancellation more than 24 hours before the start of the booking: the Renter will receive a 100% refund of the Rent.
Cancellation less than 24 hours before the start of the booking: the Renter will not receive a refund of the Rent;the Rental Fee will be paid to the Owner.
2.2 Penalty in case of cancellation by the owner
Cancellation between 2 weeks and 24 hours before the start of the booking: EUR20.
Cancellation less than 24 hours before the start of the booking: EUR 40.
Failure to appear at the start of the booking (no-show): EUR 100.
2.3 Reason for penalty in case of cancellation
Cancellations cause disruption for renters and can negatively affect an owner's performance, such as lower visibility in search results and fewer future bookings.
2.4 Procedure for exceptions
The Owner contacts Support via the app, provides evidence and SnappCar determines whether the charges will be waived.
Cancellation can be effected via My rides → Bookings → Cancel.
Clause 3 - Penalties for owners
3.1 Application of penalties
Penalties are imposed when the Owner fails to comply with obligations, causes Damage or commits fraud. The penalties are meant to cover costs and prevent abuse.
3.2 Overview of penalties for owners
Situation | Explanation | Consequence |
Cancel 24 hours – 2 weeks before booking | The Owner cancels late. | EUR 20 |
Cancel less than 24 hours before booking | The Owner cancels shortly before start. | EUR 40 |
No-show | The Owner does not show up. | EUR 100 |
Violation of the General Terms and Conditions | The Owner does not comply with the General Terms and Conditions. | Penalty of up to EUR 250 per violation (depending on severity) + possible (temporary) account blocking |
Insurance fraud | If it turns out that an Owner tries to pass on to a Renter any damage to the Vehicle that was already present, the actual costs as well as a penalty (of at least EUR 1,000 per event) will be charged, in accordance with Clause 10.10 of the General Terms and Conditions. The Owner will also be excluded from insurance with the Insurer. | Minimum EUR 1,000 + actual costs + platform exclusion |
Resulting costs | SnappCar may recover costs that it has advanced to third parties (e.g. for damage limitation, Roadside Assistance or repair) out of courtesy or necessity from the User who caused these costs, in accordance with Clause 11.9 of the General Terms and Conditions. | Actual costs |
3.3 Fraud investigation
SnappCar may launch an investigation if it suspects fraud or deception. As a result, SnappCar may impose additional penalties, exclude the Owner from the Platform or terminate insurance cover.
Clause 4 - Penalties for renters
4.1 Application of penalties
Renters receive a penalty if they do not comply with agreements or conditions. The penalties are intended to compensate for costs and risks arising from violations, Damage or additional actions.
4.2 Overview of penalties for renters
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 |
Clause 5 – Payment and collection
5.1 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.
5.2 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.
5.3 Recovery of advance amounts
SnappCar may recover amounts it has advanced out of goodwill (e.g. to mitigate loss or make a payment on behalf of a user) from the User who caused the costs.
5.4 No claim in case of waiver
If a penalty is fully or partly paid to an owner, SnappCar will not be obliged to pay any amount to the Owner upon waiver or adjustment of that penalty.
Clause 6 - Exceptions, goodwill and complaints
6.1 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.
6.2 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.