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Terms & Conditions

Last updated: March 5, 2026

Welcome to Cria.al ("Cria", "we", "us", "our"), a car rental marketplace connecting clients with car rental businesses ("lessors") in Albania. These Terms and Conditions govern your access to and use of the Cria.al website and services. By creating an account, making a reservation, or otherwise using our platform, you agree to be bound by these terms. If you do not agree, please do not use our platform.

1. Acceptance of Terms

By accessing or using Cria.al, you confirm that you have read, understood, and agree to comply with these Terms and Conditions. These terms apply to all users of the platform, including clients (renters) and lessors (car rental businesses). We recommend reviewing these terms periodically, as your continued use of the platform constitutes acceptance of any updates.

2. Description of Service

Cria.al operates as an online marketplace that connects clients seeking to rent vehicles with car rental businesses in Albania. We do not own, operate, or maintain any rental vehicles. Our platform enables clients to browse available cars, compare pricing, make reservations, and process payments. Cria.al facilitates the transaction between client and lessor but is not a party to the rental agreement itself. The rental agreement is formed directly between the client and the lessor.

As a marketplace, Cria.al is responsible only for the services it provides directly: operating the platform, facilitating bookings, and processing the online payment. Everything relating to the rental itself is the sole responsibility of the lessor — including delivering the agreed vehicle at the agreed date, time, and location, the condition, roadworthiness, and legal compliance of the vehicle, insurance coverage, and the fulfilment of the rental agreement. Cria.al does not guarantee, underwrite, or assume any of the lessor's obligations.

3. Eligibility

To use Cria.al, you must meet the following requirements:

  • You must be at least 18 years of age.
  • Individual lessors may set higher minimum driver age requirements (up to 25 years), which will be displayed during the booking process.
  • You must possess a valid driver's license recognized in Albania for the duration of the rental period.
  • You must provide accurate and truthful information during registration and booking.
4. Registration and Account Security

To make a reservation or list a vehicle, you must create an account. You may register using your email address and password, or through third-party authentication providers (Google or Facebook). When registering, you agree to provide accurate and complete information and to keep your account credentials secure. You are solely responsible for all activities that occur under your account. If you suspect unauthorized access, you must notify us immediately. We reserve the right to suspend or terminate accounts that violate these terms or are inactive for extended periods.

5. Booking and Reservation Process

The reservation process on Cria.al works as follows:

  • You browse available vehicles, select your desired dates, pickup and return locations, and any optional add-ons (insurance, extras, etc.).
  • Upon submitting a reservation, your payment method is authorized (placed on hold) but not immediately charged. This ensures the funds are available while the lessor reviews your request.
  • The lessor receives a notification and can accept or refuse the reservation. A reservation is only confirmed when the lessor accepts it.
  • Once the lessor accepts, the authorized payment is captured (charged), and you receive a confirmation with the lessor's contact details.
  • If the lessor refuses the reservation, your payment hold is released in full. Depending on availability, an automatic recovery process may search for a similar replacement vehicle (see Section 8).
6. Pricing, Fees, and Payment

All prices on Cria.al are displayed in euros (EUR). The total cost of a reservation may include the following components:

  • Daily rental rate — set by the lessor and may vary seasonally. Long-term discounts may apply for rentals of 7 or more days.
  • Location delivery fees — pickup and/or return delivery charges based on the selected locations, set by each lessor per service area.
  • Optional add-ons — including but not limited to full or partial insurance, unlimited kilometres, border crossing permits, extra driver, baby seat, snow chains, Wi-Fi, theft protection, and fuel options. Prices are set by the lessor.
  • Reservation fee — a platform fee charged to the client and paid to Cria.al for facilitating the rental. This fee covers marketplace services, customer support, and booking coordination. The reservation fee is clearly displayed during the checkout process before payment.
  • Transaction fee — a non-refundable fee charged to cover the cost of payment processing by our third-party providers (Stripe). This fee is paid to the payment processor, not to Cria.al or the lessor. The transaction fee is clearly displayed during the checkout process.
  • Security deposit (no-show fee) — a refundable deposit held to protect the lessor against no-shows. This amount is included in the initial payment authorization and is automatically refunded upon successful completion of the rental.

Payments are processed securely through our third-party payment providers (Stripe). Cria.al does not store your credit card details. All payment information is handled directly by the payment processor in accordance with PCI DSS standards. Out-of-hours surcharges may apply for pickups or returns scheduled outside the lessor's regular business hours.

7. Cancellation and Refund Policy

Clients may cancel a reservation at any time, subject to the following conditions:

  • Free cancellation: If you cancel before the free cancellation deadline, you will receive a full refund of the authorized amount. The default deadline is 7 days before the pickup date, but each lessor may set a different period. The exact deadline for your booking is always displayed during the checkout process.
  • Late cancellation: If you cancel after the free cancellation deadline has passed, no refund will be issued. The lessor retains the full payment.
  • Lessor cancellation: If the lessor cancels an accepted reservation, you will always receive a full refund.
  • System cancellation: Reservations may be automatically cancelled by the system if the payment is not completed within the required timeframe, or if the lessor does not respond to a pending reservation within the allowed period.

The default free cancellation window is typically set to 7 days before the pickup date, but lessors have the ability to adjust this period. It is your responsibility to review the specific cancellation policy displayed for each reservation before completing your booking. Transaction fees may not be refunded in certain circumstances.

8. Reservation Recovery

When a lessor refuses a reservation that was paid via Stripe, Cria.al may automatically initiate a recovery process to find you a comparable replacement vehicle. This feature is designed to minimize disruption:

  • The system searches for similar available cars matching your original booking criteria (dates, locations, and selected add-ons) from other verified lessors on the platform.
  • If a suitable replacement is found, the new lessor is notified and has a limited time to accept. If accepted, you receive a notification with the replacement offer details, including the new car and any price differences.
  • You may accept or decline the recovery offer. If you accept, a new payment authorization is created for the replacement vehicle, and your original payment hold is released. If the replacement requires 3D Secure authentication, you will be redirected to complete verification.
  • If no suitable replacement is found, or if you decline the offer, your original payment hold is released in full and the reservation is marked as refused.
9. Security Deposit (No-Show Fee)

Some reservations include a refundable security deposit (also referred to as a no-show fee), set by the lessor. This deposit is authorized as part of your initial online payment. You will get this money back if: you complete the rental successfully — the deposit is automatically refunded once the return date and time have passed and the rental is marked as completed. You will not get this money back if: you fail to show up for the rental without cancelling in advance — in this case, the lessor retains the full security deposit. The deposit amount is clearly displayed during the booking process before you confirm your reservation.

10. Insurance, Add-ons, and Extras

Lessors on Cria.al may offer optional add-ons and insurance products. These may include full insurance, partial insurance, unlimited kilometres, border crossing permits, extra driver coverage, baby seats, snow chains, Wi-Fi devices, theft protection, and fuel options. The availability, pricing, and specific terms of each add-on are determined by the individual lessor and are presented during the checkout process. Cria.al is not the provider of any insurance products and does not guarantee the coverage or terms of insurance offered by lessors.

11. Rental Period and Completion

The rental period begins at the agreed pickup date and time and ends at the agreed return date and time. Reservations are automatically marked as active when the pickup time arrives, and automatically completed when the return time passes. Upon completion, the security deposit (if applicable) is refunded, and you may be invited to leave a review of the vehicle and lessor. You are responsible for returning the vehicle in the same condition as received, on time, and at the agreed return location.

12. Reviews and Ratings

After a completed rental, clients may be invited to leave a review and rating for the vehicle. Reviews must be honest, accurate, and based on your personal experience. Lessors have the ability to reply to reviews. Cria.al reserves the right to remove reviews that contain offensive language, false information, spam, or content that violates these terms. Each client may submit only one review per completed reservation.

13. Communication and Notifications

By using Cria.al, you consent to receiving communications from us related to your account, reservations, and the platform. These communications may be sent via:

  • Email — reservation confirmations, payment receipts, review requests, and platform updates.
  • WhatsApp — reservation notifications and review requests, sent to the phone number you provided during registration.
  • Web push notifications — real-time updates about reservation status changes, new messages, and other events, if you opt in through your browser.
  • In-app messaging — a real-time chat system for communication between clients and lessors regarding accepted reservations.

The in-app messaging system includes content filters that automatically block the sharing of personal contact information (phone numbers, email addresses, URLs, and social media handles) to protect user privacy and platform integrity. You may manage your notification preferences through your account settings.

14. Promo Codes and Discounts

Cria.al may offer promotional codes that provide discounts on reservations. Promo codes are subject to their specific terms and conditions, may have expiration dates, and cannot be combined with other offers unless explicitly stated. Long-term rental discounts (for rentals of 7 or more days, or 14 or more days) are set by individual lessors and applied automatically when applicable. Cria.al reserves the right to modify or discontinue promotions at any time without prior notice.

15. User Conduct

When using Cria.al, you agree not to:

  • Provide false, misleading, or fraudulent information during registration, booking, or any interaction on the platform.
  • Use the platform to harass, abuse, or harm other users, including lessors and their staff.
  • Attempt to circumvent the platform's payment system, contact filtering, or security measures.
  • Use automated tools, bots, or scrapers to access or collect data from the platform without our written consent.
  • Violate any applicable local, national, or international law or regulation while using the platform.
16. Intellectual Property

All content and materials on Cria.al, including but not limited to text, graphics, logos, icons, images, software, and design, are the property of Cria.al or its licensors and are protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on our platform without our prior written consent.

17. Limitation of Liability

Cria.al is provided on an "as is" and "as available" basis, without warranties of any kind, either express or implied. As a marketplace, Cria.al facilitates connections between clients and lessors but does not control, inspect, or guarantee the quality, safety, or legality of any vehicle listed on the platform, nor the performance of any lessor. We are not liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from your use of our platform, any rental transaction, the actions or omissions of any lessor, or any vehicle defects, accidents, or injuries occurring during a rental period. In particular, Cria.al is not responsible if a lessor fails to perform its obligations — for example, by not providing any vehicle at all, or by not providing it at the agreed date, time, or location. Where the lessor does not provide any vehicle at all for that reservation, your sole and exclusive remedy from Cria.al is a refund of the amounts you actually paid online through the platform for that reservation. However, if the lessor does provide a vehicle — including a vehicle different from the one originally booked, such as a comparable, upgraded, or alternative car — the lessor is considered to have provided the service, Cria.al is not responsible, and no refund is owed by Cria.al. Any concern about a substitute vehicle, including its make, model, class, or condition, is a matter strictly between you and the lessor under the rental agreement. Cria.al does not owe and will not pay any compensation, damages, replacement or alternative transport costs, accommodation costs, or any other amounts; any further claims must be directed to the lessor. The total liability of Cria.al in any matter arising from or related to these terms shall not exceed the amounts you paid online through the platform for the reservation concerned.

18. Client Responsibilities and Driver Eligibility

By making a reservation, you confirm that you (and any additional driver) meet all requirements displayed for the selected vehicle at the time of booking, including the minimum driver age, holding a valid driver's license recognized in Albania for the period required by the lessor, and possessing valid identification and any other document listed during the booking process. The lessor is entitled to verify these requirements at pickup and to refuse handover of the vehicle if they are not met. If the lessor rightfully refuses handover for this reason — or if you are otherwise unable or unfit to lawfully take the vehicle, for example because you are under the influence of alcohol or drugs — this is treated as a client no-show: no refund is issued and the lessor retains the amounts set out in the Cancellation and Refund Policy. Such a refusal does not constitute a failure by the lessor to provide the vehicle.

19. Responsibilities During the Rental Period

Everything that occurs between vehicle pickup and return is a matter strictly between you and the lessor under the rental agreement you conclude at pickup. This includes, without limitation: traffic and parking fines, tolls, fuel, damage to or loss of the vehicle, theft, late-return charges, cleaning fees, and any deposit collected by the lessor at pickup. Cria.al does not collect, hold, mediate, or pay any of these amounts and has no obligation to intervene in disputes about them. The lessor may pursue claims arising during the rental period directly against you.

20. Payment Disputes and Chargebacks

The Cancellation and Refund Policy is the agreed process for refunds of payments made through the platform. If you believe a charge or refund is incorrect, you must first contact us so we can review it. Initiating a chargeback or payment dispute with your bank or card issuer for a charge made in accordance with these terms and the Cancellation and Refund Policy is considered an unjustified dispute and a breach of these terms. Cria.al will contest unjustified chargebacks by providing the payment processor with the full reservation records, including the booking details, the cancellation deadline displayed to you, and your acceptance of these terms at checkout. Accounts that initiate unjustified chargebacks may be suspended or terminated.

21. Fraud, Misuse, and Account Suspension

Cria.al may cancel reservations and suspend or terminate accounts, without any liability beyond releasing any uncaptured payment hold, where we reasonably suspect: fraudulent or unauthorized use of a payment method; bookings made under a false identity or with false information; repeated no-shows; manipulation of reviews; circumvention of the platform, including using it to find a lessor and then booking directly to avoid platform fees; or any other abuse of the platform or violation of these terms. Where fraud is suspected, we may report the matter to payment providers and competent authorities.

22. Indemnification

You agree to indemnify, defend, and hold harmless Cria.al, its owners, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to: your breach of these terms; your misuse of the platform; your violation of any law or of the rights of a third party; your rental or operation of a vehicle booked through the platform, including any accident, damage, fine, or injury caused during the rental period; or any dispute between you and a lessor. This obligation survives the termination of your account and applies to the fullest extent permitted by the laws of the Republic of Albania.

23. Privacy Policy

Your use of Cria.al is also governed by our Privacy Policy , which describes how we collect, use, and protect your personal information. By using our platform, you consent to the data practices described in our Privacy Policy.

24. Modification of Terms

We reserve the right to modify these Terms and Conditions at any time. Changes will be effective immediately upon posting on our platform. We will update the "Last updated" date at the top of this page when changes are made. Your continued use of Cria.al after any modifications constitutes your acceptance of the revised terms. For significant changes, we may notify registered users via email.

25. Governing Law and Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Albania. Any dispute arising from or related to the use of Cria.al shall be subject to the exclusive jurisdiction of the competent courts of Tirana, Albania. Before initiating legal proceedings, we encourage users to contact us to attempt to resolve any disputes amicably.

Contact Us

If you have any questions or concerns about these Terms and Conditions, please contact us at info@cria.al .