Terms of service

I. GENERAL PROVISIONS

1. These Regulations define the types and scope of services provided by the Service Provider – CAR NET Polska sp. z o.o. with its registered office in Kalisz within the website available at www.carnet.pl.

2. These Regulations constitute the terms and conditions for the provision of services by electronic means, as referred to in Article 8(1)(1) of the Act of 18 July 2002 on the provision of services by electronic means (i.e. Journal of Laws of 2020, item 344 as amended).

3. The www.carnet.pl internet service is managed by CAR NET Polska sp. z o.o., address: ul. Podmiejska 4, 62-800 Kalisz, registered in the Register of Entrepreneurs of the National Court Register kept by the District Court Poznań-Nowe Miasto and Wilda in Poznań, IX Economic Department of the National Court Register under the number 0000385782, NIP: 6182134091, share capital PLN 510,000.00.

4. These Rules set out in particular:
a) terms and conditions for booking vehicles via www.carnet.pl;
b) terms and conditions for the provision of the Customer Account service
c) terms and conditions for the Newsletter service,
d) the technical conditions for the provision of electronic services,
e) the principles and procedures of the complaints procedure.

5. These Terms and Conditions are available via the website www.carnet.pl The Customer may at any time download these Terms and Conditions free of charge, make a printout, and reproduce or record them on any medium by means of the ICT system used by them.

6. Contact details of the Service Provider:
a) e-mail: kontakt@carnet.pl,
b) telephone number: +48 601 803 803,
c) registered office address: ul. Podmiejska 4, 62-800 Kalisz,
d) a contact form available at www.carnet.pl

7. The terms used in the Regulations shall mean:
a) Contact form – a web form available on the website www.carnet.pl allowing contact with the Service Provider,
b) Customer – a customer who is a natural person, legal entity or organisational unit without legal personality, who uses the Services provided electronically by the Service Provider on the basis of the www.carnet.pl website,
c) Account or Customer Account – an individual Customer account on the www.carnet.pl website which facilitates the making of Bookings by the Customer, within which the Customer has access to the data provided by them, as well as other functionalities made available by the Service Provider as part of the development of the www.carnet.pl website,
d) Newsletter – a free of charge service consisting of sending to the e-mail address provided by the Customer, an electronic newsletter on the services and products of the Service Provider, including news and applicable promotions, constituting at the same time ordered commercial information,
e) Additional Fee – the fee charged by the Service Provider at the time of making a Booking related to the preparation of the vehicle for rental,
f) Regulations – these Regulations,
g) Booking – the Customer’s order for the Service Provider to make a reservation of a selected vehicle segment that the Customer would like to ultimately rent, in accordance with the reservation requirements specified by the Customer: vehicle segment, date and place of commencement and end of rental, charges related to the reserved vehicle, additional services selected by the Customer,
h) Service or Services – the services provided electronically by the Service Provider as described in Section 4 of the Terms and Conditions,
i) Service Provider – CAR NET Polska sp. z o.o., address: ul. Podmiejska 4, 62-800 Kalisz, entered in the Register of Entrepreneurs of the National Court Register kept by the District Court Poznań-Nowe Miasto and Wilda in Poznań, IX Economic Department of the National Court Register under the number 0000385782, NIP: 6182134091, share capital PLN 510,000.00,
j) www.carnet.pl website – the website available at www.carnet.pl, through which the Service Provider provides Services,
k) Booking system – the functionality of the www.carnet.pl website, by means of which the Customer may make a Booking in accordance with these Terms and Conditions,

8. The Customer is obliged to read and accept these Terms and Conditions before using the Services. Acceptance of the Terms and Conditions prior to making a Booking in the Booking System or creating a Customer Account is done by ticking the box “I accept the Terms and Conditions”.

9. These Terms and Conditions are an integral part of the contracts for the provision of Services by electronic means concluded by the Service Provider with the Customer.

10. The customer is obliged to comply with these Terms and Conditions.

11. The Customer is obliged to use www.carnet.pl in a manner consistent with the law and good practice, with due regard to respect for the personal rights and copyrights and intellectual property of the Service Provider and third parties. In accordance with statutory provisions, the Customer is prohibited from supplying unlawful content, including in particular content that is offensive, content that may be misleading, content that infringes the rights of third parties and content that contains viruses or may cause damage or disruption to IT systems.

II. BOOKING

12. On the basis of these Terms and Conditions, the Service Provider allows Customers to make a Booking of vehicles that the Customer would like to rent at a specific place and date.

13. The reservation applies to vehicle segments and not to a specific vehicle model/brand. The vehicle models indicated on the website www.carnet.pl are for information and reference only. The vehicle visuals posted there may differ from the actual vehicles.

14. The Customer may reserve a vehicle in the Republic of Poland.

15. Making a Booking in accordance with the following rules does not constitute the conclusion of a rental agreement. It merely means that the Service Provider undertakes to prepare and reserve for the Customer a vehicle for hire as agreed. The conclusion of the rental contract itself takes place separately at the time of collection of the vehicle by the customer. However, each time a Booking is made, the Service Provider shall make the General Terms and Conditions for Hire of a Vehicle available to the Customer by sending them to the email address indicated by the Customer.

16. The Customer can make a Booking as follows:
a) using the Booking System,
b) by telephone to the telephone number indicated on the website www.carnet.pl,
c) using the Contact Form,
d) by e-mail correspondence.

Online booking (Reservation System)

17. In order to make a Booking using the Booking System, the Customer is required to take the next steps as set out below:
a) entering the data necessary for the search: place of issue (collection) and return of the vehicle (from among the available branches in Poland), date and time of issue and return of the vehicle, age of the user (driver);
b) on the basis of the data entered by the Customer, the Booking System presents proposals for the booking of vehicles available in accordance with these requirements, indicating the rental rate for the entire rental period entered by the Customer for each vehicle segment. The proposal submitted may include information on possible rental restrictions (e.g. rental for companies only, telephone booking, minimum age of user).
c) if no vehicles are available according to the data entered by the Customer, the Booking System may make alternative proposals, e.g. as to the date and time of release or return of the vehicle,
d) selection of the segment and terms of the Booking is made by pressing the “Book now” button,
e) in the Booking Details tab, the customer can select the protection package, additional options (e.g. seat, navigation, travel abroad), as well as forms of payment. The booking system automatically summarises the choices made and indicates the rental amount for the entire selected Booking period, the amount due for the selected Protection Package and the amount due for the selected additional options, including the Additional Charge, as well as the total amount due for the entire Booking made in accordance with the Customer’s choice,
f) in order to confirm the correct selection of the Booking, the Customer is obliged to press the “Next” button,
g) under Your Data tab, the Customer is obliged to provide the data necessary to make a Booking in accordance with the form on the website, which will be used at the same time to conclude the rental agreement (data of the Renter/User) and to make the required (acceptance of these Rules and Regulations, acceptance of the General Conditions of Vehicle Rental) and optional declarations of will and knowledge in the form of a checkbox,
h) if a Customer Account is used, the Customer data required for Booking shall be automatically completed in accordance with the data provided by the Customer during Account registration or at a later stage during Account use. The Customer is obliged to verify the correctness of the data for the Booking in each case,
i) confirmation of making a Booking is by pressing the “Book and pay” button,
j) the Service Provider sends an e mail to the Customer at the e-mail address indicated during the Booking, containing confirmation of the details of the Booking and a link to payment (unless the “payment on delivery” option has been selected),
k) payment should be made immediately and no later than 4 hours after receipt of the e-mail confirming the Booking (unless the “payment on delivery” option has been selected);
l) the Booking Agreement is concluded at the moment of payment (date of receipt of funds to the Service Provider’s bank account) and, if the “payment on delivery” option is selected, at the moment of receipt by the Customer of the email sent by the Service Provider confirming the details of the Booking.

Booking by telephone, e-mail, using the Contact Form

18. In order to make a Booking via the Contact Form or by email, the Customer is required to take the next steps as set out below:
a) send an enquiry to the Service Provider using the Contact Form by providing the details requested in this form and in the Message Content field, providing details of a possible Booking,
b) the Customer may also send an enquiry about a possible Booking to the Service Provider’s email address: kontakt@carnet.pl,
c) the customer may also contact the Service Provider by telephone at: +48 601 803 803 or by using the “Request a Call” form available on the www.carnet.pl website. When using the “Request a Call” form, the Customer is required to provide their telephone number. A representative of the Service Provider will contact the Customer by telephone to provide an offer regarding the Booking. In the course of a telephone conversation, the Service Provider will clarify the detailed terms of the Booking with the Customer,
d) in the above cases, it may be necessary to provide: name/company name, e-mail address for correspondence, telephone number and details of any Booking, in particular vehicle segment, rental period, place and date of vehicle collection and return, details of the person driving the vehicle, choice of additional services and protection packages,
e) the Service Provider will, if necessary, contact the Customer by e-mail or telephone to clarify the terms of the Booking,
f) after final clarification of the terms and conditions, the Service Provider will send an email to the Customer at the email address indicated by the Customer, containing confirmation of the Booking details including: details of the person making the Booking, the vehicle segment, the rental period, the place and date of vehicle collection and return, details of the person driving the vehicle, these Regulations and the General Terms and Conditions of Vehicle Rental, as well as payment information, including the rental amount for the entire selected period of the Booking, the amount due for the selected Protection Package and the amount due for the selected additional options, including the Additional Fee and the total amount due for the entire Booking made in accordance with the Customer’s choice, together with a link to payment (unless the “payment on delivery” option has been selected),
g) payment should be made immediately and no later than 4 hours after receipt of the e-mail confirming the Booking (unless the “payment on delivery” option has been selected);
h) the Booking Agreement is concluded at the time of payment (date of receipt of funds to the Service Provider’s bank account) and, if the “payment on delivery” option is selected, at the time of receipt by the Customer of the email sent by the Service Provider confirming the details of the Booking.

19. Unless the “payment on delivery” option has been selected, failure to make payment for the Booking within the specified period shall mean that the Booking Agreement has not been concluded. To reserve a vehicle, the entire Booking process must be restarted in this case.

20. The data provided by the Customer as part of the Booking should be up-to-date and truthful. The customer is responsible for the consequences of providing false data.

21. The Booking Service is free of charge and its provision is not associated with any additional costs over and above the usual costs associated with the use of means of remote communication (e.g. Internet access costs), or payment settlement costs charged by the bank (art. transfer costs), which are borne by the Customer.

22. It is possible to change a Booking by resigning from an existing Booking and making a new one or by contacting the Service Provider’s hotline at: +48 601 803 803.

23. The payment agreed as part of the Booking constitutes a prepayment of the rental fee and will be settled as part of the execution of the rental agreement.

24. The Customer has the right to resign (cancel) the Booking at any time up to the conclusion of the rental agreement by clicking on the relevant link in the body of the Booking confirmation email sent. Information on cancelling a booking can also be provided via the Contact Form, by email to kontakt@carnet.pl or by telephone on +48 601 803 803.

25. The Service Provider does not charge additional fees in connection with the cancellation of a Booking.

26. If, in connection with the cancellation of a Booking, the Customer is entitled to a refund of the amounts paid as prepayment, this will be done in a manner corresponding to the payment made (art. in the case of payment by card – to the card account, in the case of a transfer – to the bank account from which the transfer was made) within 14 days of receipt by the Service Provider of information about the cancellation.

27. The prices quoted on the website www.carnet.pl are gross prices.

28. The Service Provider reserves the right to change the prices indicated on the Website www.carnet.pl, to grant discounts, bonuses and promotions, but the price change does not apply to the prices indicated at the time of booking by the Customer.

29. The service provider enables online payments to be made via the online payment service called “Tpay”, operated by the company Krajowy Integrator Płatności spółka akcyjna with its registered office in Poznań. The following forms of payment are possible within the booking system: BLIK payment, payment by bank transfer, credit card, debit card, Google Pay, Visa Pay. If the “payment on delivery” option is selected, the customer has the option to pay by credit card or debit card.

30. The Service Provider informs, in relation to the content of Article 38(1)(12) and Article 7aa of the Act of 30 May 2014 on Consumer Rights, a Customer who is a consumer, as well as a Customer who is a natural person concluding a contract directly related to their business activity, when it follows from the content of this contract that it is not of a professional nature for this person, resulting in particular from the subject of their business activity, made available on the basis of the provisions on the Central Register and Information on Business Activity, is not entitled to withdraw from the Booking contract. However, the foregoing in no way restricts the Customer’s right to cancel a Booking under the terms of these Terms and Conditions set out above.

III. CUSTOMER ACCOUNT

31. The customer has the option of creating a Customer Account on the www.carnet.pl website.

32. An Account is set up by entering the necessary data in the Registration Form: e-mail address and user name, as well as setting up a password.

33. Upon receipt of the Registration Form containing the data required to set up an Account, the Service Provider sends a message with an activation link to the email address indicated by the Customer. The customer is required to use the activation link in order to activate the Customer Account.

34. When registering an Account, the Customer is obliged to accept the content of these Terms and Conditions by ticking the appropriate checkbox.

35. Once registered, the Customer’s data can then be supplemented and changed using the Customer Account functionality.

36. The person creating an Account is obliged to provide their true personal data upon registration.

37. Registration and use of the Account on the www.carnet.pl website is provided free of charge for an indefinite period of time.

38. The Customer is obliged to keep the login and password for the Account confidential and not to make them available to unauthorised persons. The Customer is obliged, as soon as he becomes aware of this, to inform the Service Provider of any undesired use of the Account belonging to him by third parties and to change his data enabling access to the Account.

39. The data entered by the Customer in their Account will be automatically used for the Booking process in the Booking System each time the Customer logs in.

40. The Service Provider shall keep the Customer informed about new functionalities available within the Customer’s Account by sending a relevant message to the indicated e-mail address or by making information about them available within the Account.

41. The customer may request the deletion of the Account at any time, without stating a reason and without incurring additional costs for doing so. The statement may be submitted by e-mail to the following address: kontakt@carnet.pl, by using the Contact Form, by telephone on +48 601 803 803 or in writing to the following address: ul. Podmiejska 4, 62 800 Kalisz. Immediately upon receipt of the request, the Service Provider shall delete the Customer Account. In the event of deletion of the Account, all Customer data will be deleted with the exception of the data necessary for the complaint process and the handling of possible claims, which will be stored until the expiry of the limitation periods for civil law claims arising from the Services provided. The Customer’s data contained in the Service Provider’s tax books and related documents will be stored until the expiry of the statute of limitations for tax liabilities.

IV. NEWSLETTER

42. The Newsletter service can be used by anyone. In order to activate the service, it is necessary for the customer to provide an e-mail address in the form on www.carnet.pl and to press the “Subscribe” button.

43. This service can also be activated during the registration process for a Customer Account, although this is not a prerequisite for the activation of this Account.

44. The Newsletter service contract is provided from the moment of activation for an indefinite period.

45. The Customer may unsubscribe from the Newsletter at any time and free of charge by clicking on the relevant link provided in each such message. The declaration of resignation may also be submitted by e-mail to the following e-mail address: kontakt@carnet.pl, by using the Contact Form, by telephone at the following telephone number: +48 601 803 803 or in writing to the following address: 4 Podmiejska Street, 62 800 Kalisz.

V. PERSONAL DATA

46. The Customer’s use of the Services of www.carnet.pl, including the conclusion of Booking agreements, involves the collection and processing of personal data by the Service Provider in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons in relation to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation). Detailed information on the processing of personal data is available on the website www.carnet.pl at https://carnet.pl/klauzule-informacyjne. Each time a Customer makes a Booking, he/she receives information on the principles of personal data processing at the e-mail address provided.

VI. TECHNICAL CONDITIONS

47. In order to use www.carnet.pl and the Booking System, the following is required:
a) a computer, laptop or other multimedia device with Internet access,
b) installing a web browser: Mozilla Firefox version 17.0 and higher, Opera version 12.0 and higher, Google Chrome version 23.0 and higher, Safari version 5.0 and higher, Microsoft Edge version 25.10586.0.0 and higher,
c) recommended minimum screen resolution: 1024×768,
d) enabling cookies and Javascript in the browser,
e) to have an e-mail address capable of receiving messages no smaller than 1 MB.

48. The Service Provider makes its best efforts to ensure that Customers are able to use all the functionalities of the www.carnet.pl Website 24 hours a day, 7 days a week, but reserves the right to temporarily suspend the operation of some or all of its functionalities in order to carry out maintenance, updates or repairs.

49. In order to ensure the highest possible quality of the Services, the Provider may use information stored by the server on the Customer’s terminal equipment, which is then read out each time the web browser is connected (so-called cookies). The customer may, at any time, change the settings of his or her Internet browser so that it does not accept cookies or informs him or her of their transmission. However, not accepting cookies may result in difficulties in using the pages of the www.carnet.pl website. Detailed information on the use of cookies by the Service Provider can be found at https://carnet.pl/polityka-prywatnosci.

VII. COMPLAINTS

50. The Customer may submit complaints to the Service Provider regarding the operation of the www.carnet.pl Website and the Bookings made.

51. Complaints can be submitted by post to ul. Podmiejska 4, 62-800 Kalisz, by e-mail to: reklamacje@carnet.pl or via the form available at https://carnet.pl/reklamacje.

52. It is recommended that the complaint should indicate: the Customer’s name and contact details, Booking details, information and circumstances concerning the subject of the complaint, in particular the nature and date of the irregularity, the request as to how the complaint should be handled. The requirements stated in the previous sentence are in the form of a recommendation only and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

53. Complaints will be dealt with within no more than 14 days of the Service Provider receiving the complaint.

54. The Renter will be informed of the manner in which the complaint will be dealt with electronically, by sending an email to the email address indicated by the hirer – if the complaint was received by email, or by post to the postal address indicated by the hirer – if the complaint was received by post.

VIII. OUT-OF-COURT COMPLAINT AND REDRESS PROCEDURES

55. If the Customer, who is a consumer, does not agree with the way in which the Service Provider resolves the complaint, he has the possibility to use out-of-court ways of dealing with complaints and claims. Detailed information on the possibility for a Customer who is a consumer to use out-of-court complaint and redress procedures and the rules of access to these procedures are available on the website of the Office of Competition and Consumer Protection at: www.uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.

56. There is also a contact point at the President of the Office of Competition and Consumer Protection (telephone: 22 55 60 333, e-mail: kontakt.adr@uokik.gov.pl or written address: Pl. Powstańców Warszawy 1, 00-950 Warsaw), whose task is, inter alia, to provide assistance to consumers in matters concerning out-of-court settlement of consumer disputes.

57. The consumer has the following examples of out-of-court complaint and redress procedures:
a) a request for dispute resolution to a  permanent consumer arbitration court (for more information see: www.poznan.wiih.gov.pl/staly-sad-polubowny),
b) an application for out-of-court dispute resolution to the provincial inspector of the Trade Inspection (more information on the inspector’s website: https://poznan.wiih.gov.pl/, address: Wielkopolski Wojewódzki Inspektor Inspekcji Handlowej in Poznań, al. Marcinkowskiego 3, 60-967 Poznań, e mail: sekretariat@poznan.wiih.gov.pl),
c) assistance from the county (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection (inter alia Federation of Consumers, Association of Polish Consumers).

58. A platform for online dispute resolution between consumers and traders at EU level (ODR platform) is available at www.ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and businesses seeking out-of-court resolution of a dispute concerning contractual obligations arising from an online sales or service contract (for more information, see the platform itself or the Office of Competition and Consumer Protection’s website address: https://polubowne.uokik.gov.pl/platforma-odr,161,pl.html).

IX. INFORMATION ON THE RISKS ASSOCIATED WITH THE USE OF SERVICES

59. The Service Provider informs that due to the public nature of the Internet, the use of the Services provided electronically may involve risks related to unauthorised access to data transmitted over the network or stored on computers and servers connected to the network, including interference with such data.

60. This information relates to potential risks that may arise in connection with the Customer’s use of the provision of Services by electronic means, despite the Service Provider’s use of security measures to protect the ICT infrastructure of the www.carnet.pl website and the personal data provided by the Customer, in such a way as to prevent access by third parties to the content of the message constituting the Service provided by electronic means.

61. The risks associated with the use of the Internet of a fundamental nature include, in particular:
a) malware 
b) spyware,
c) phishing for sensitive personal information, i.e. passwords and other information, by impersonating a trustworthy person or institution,
d) hacking into the user’s ICT system, such as the Customer’s, using, among other things, hacking tools such as exploits and rootkits,
e) spam, which is unsolicited and unsolicited e-mail of various types and kinds sent simultaneously to many recipients, often with advertising content, via e-mail, instant messaging.

62. In order to minimise the above-mentioned risks, the Service Provider recommends that Customers use appropriate technical means of protection against the above-mentioned risks when using the Internet, in particular anti-virus software as well as software protecting the identity of those using the Internet. In doing so, the Service Provider informs that it never requests the Customers to provide it with any form of access data to the Account (e.g. password, login).

X. FINAL PROVISIONS

63. In respect of the Services covered by these Terms and Conditions, the Service Provider shall be liable under the general principles of the Civil Code (in particular Article 471 et seq.).

64. The Service Provider does not provide after-sales services or guarantees in respect of the Services performed under these Terms and Conditions.

65. These Regulations are effective as of 15/05/2023.

66. The Service Provider reserves the right to amend the Terms and Conditions in the event of:
a) changes in applicable legislation that directly affect the need to amend the Rules,
b) changes in the means of payment,
c) changes in the functioning of the www.carnet.pl website related to the principles of operation of the Booking System, Customer Account, introduction of additional security features, functionalities, Services, provided that the amendments to the Terms and Conditions are aimed at adapting the content of the Terms and Conditions to such changes,
d) change of the Service Provider’s designation,
e) introducing new or changing existing rules for the use of www.carnet.pl.

67. Every Customer with an Account shall be informed of amendments to these Terms and Conditions by means of a message sent to the e-mail address provided by the Customer when creating the Account or subsequently amended. Notification of amendments to the Terms and Conditions in the manner set out above shall be made no later than 14 days before the amended Terms and Conditions come into effect. If the Customer with an Account does not accept the new content of the Terms and Conditions, he/she may terminate the Account agreement by deleting the Account.

68. An amendment to the Rules of Procedure is effective only for the future. The change to the Terms and Conditions does not affect acquired rights, thus for Bookings made before the date of the change to the Terms and Conditions, the previous Terms and Conditions shall apply.

69. The governing law for all matters relating to these Terms and Conditions, the Booking Agreements entered into hereunder and their performance shall be Polish law, and the competent Polish common courts shall have jurisdiction.