1. Introduction & Acceptance of Terms

Welcome to CarLezz, a digital platform operated by CARLEZZ GROUP LTD (Company Number: 16091667), headquartered at 82 King Street, Manchester, M2 4WQ, United Kingdom. These Terms of Use & Service Agreements (“Terms”) constitute a legally binding agreement between you (“User”, “You”, or “Your”) and CarLezz (“We”, “Us”, or “Our”) governing your access to and use of all CarLezz applications, websites, services, content, and technology.

By accessing, browsing, installing, or using the CarLezz mobile app, website, or any associated services, you are indicating that you have read, understood, and agreed to be bound by these Terms in full. If you do not accept these Terms, you must not access or use our services. CarLezz is a technology platform that facilitates:

• The hiring of private vehicles with drivers,
• Transport of goods and materials,
• Delivery services using personal or commercial vehicles,
• Vehicle rentals from independent vendors and fleet owners.

CarLezz does not itself own or operate any vehicles, nor do we employ drivers or vendors. All services are delivered by independent users and third-party service providers who have contractually agreed to our platform rules and responsibilities. CarLezz acts solely as an intermediary to connect users, manage transactions, verify compliance, and ensure standardized
platform functionality. These Terms apply universally to:

• Customers booking or receiving any CarLezz service;
• Drivers and transport members using their vehicles for CarLezz bookings;
• Delivery riders or couriers;
• Vehicle rental vendors and rental business accounts;
• Corporate or business clients using CarLezz for logistics or transport.

We may revise or update these Terms at any time. All amendments will be posted clearly via the CarLezz app or website. Continued use of the platform following any changes will be considered acceptance of those changes. If you disagree with any part of the Terms at any time, you must immediately discontinue use of the platform and delete your account.
For legal inquiries or clarifications, you may contact us at legal@carlezz.com or view the latest version of these Terms on our website: www.CarLezz.com / legal

2. Eligibility & Account Registration

To access or use any CarLezz services — including but not limited to booking a private vehicle, requesting delivery or transport, listing or renting vehicles — you must first register for an account through the CarLezz mobile app or official website. Registration is open only to individuals and entities who meet the platform’s eligibility requirements and who agree to be bound by all applicable Terms, Rules, and Policies.

You must be at least 18 years old and legally capable of entering into a binding contract under the laws of the United Kingdom. By creating a CarLezz account, you confirm and warrant that:

• You are providing accurate, current, and complete personal or business details at the time of registration.
• You will update your information promptly if it changes.
• You are not barred or restricted by any applicable law or legal judgment from participating in a service platform of this nature.
• You will not use the platform on behalf of another person or business unless officially authorised.

Each individual or legal entity may maintain only one active CarLezz account per user type unless explicitly approved in writing by CarLezz. Shared accounts, impersonation, false identities, or multiple accounts to manipulate pricing or availability are strictly prohibited.

For business accounts, the registering officer must be legally authorised to represent the organisation. Proof of company registration, insurance, and compliance may be requested before services can begin.

CarLezz reserves the right to accept, decline, suspend, or terminate any account at its sole discretion, with or without notice, particularly where identity, legal eligibility, service history, or safety concerns are involved.

Failure to comply with the registration obligations set out herein may result in immediate account suspension, loss of access to services, or permanent deactivation of the profile.

3. Service Descriptions

CarLezz is a multi-purpose mobility platform that facilitates several categories of independent services through a single, unified digital environment. All services are offered through our mobile application or official website and are performed by registered, verified service members operating their own vehicles. CarLezz acts solely as a technology intermediary, not as the provider or operator of physical transport services.

3.1 Private Vehicle Hiring

This service allows customers to book a private vehicle with a driver for personal transport. Customers select the vehicle type, destination, pickup time, and distance range. Services include:

• Local private rides (short trips, daily routes).
• Hourly bookings (with driver wait time).
• Long-distance travel within the UK (subject to availability).

Drivers are independent members who use their own insured vehicles and must meet all CarLezz onboarding, identity, and service standards. Passengers are not permitted to drive the vehicle under any circumstance.

3.2 Goods Transport Services

CarLezz offers scheduled and on-demand transportation of goods, cargo, and materials. This includes:

• Van or estate vehicle transport for furniture, boxes, office items.
• Local commercial delivery and pickup assistance.
• One-way or return loads for businesses or individuals.

All goods transport jobs are handled by private vehicle owners registered with CarLezz and who have opted into this specific service category. Customers must describe the nature of the load clearly when booking. All transport jobs above £10 require a deposit.

3.3 Delivery Services

This includes small and medium item delivery using vehicles such as:

• Motorcycles
• Scooters
• Bicycles
• Cars and small vans

This service is used by individuals and small businesses for time-sensitive deliveries such as packages, personal items, or small-scale logistics. Delivery members must maintain availability, GPS activation, and full identity verification to accept delivery jobs. Riders cannot carry passengers or unauthorised items.

3.4 Carlezz Vehicle Rentals

CarLezz provides a marketplace for short- and long-term vehicle rentals. These rentals are:

• Offered directly by independent vendors or private vehicle owners.
• Available in categories (economy, executive, luxury, SUV, etc.).
• Subject to individual rental terms, documents, and insurance compliance.

CarLezz facilitates rental listings, document verification, payment processing, and booking communications, but the final rental contract is between the vendor and customer. Customers must never drive or move a rental vehicle themselves unless specifically licensed, insured, and permitted under the vendor’s contract.

4. Booking & Payment Terms

All bookings made through the CarLezz platform are subject to these official terms, whether for personal transport, delivery, goods movement, or vehicle rental services. Our system facilitates transparent, real-time transactions between users and service providers. By placing a booking on the CarLezz app or website, you agree to the pricing, deposit, and payment conditions outlined in this section.

4.1 Booking Procedure

To make a booking, you must:

• Have a verified CarLezz user account.
• Select the appropriate service type (e.g., private ride, goods transport, delivery, or rental).
• Input complete and accurate booking details including time, date, pickup and drop-off locations, vehicle type, and any special instructions.

Bookings are only confirmed once:

• The assigned provider accepts the job.
• The required deposit or full payment (if applicable) is successfully processed through the CarLezz payment gateway.

Users are advised to review all booking details carefully before confirming. Incorrect or misleading information (e.g., false delivery addresses, undeclared items, or misrepresentation of distance) may lead to booking cancellation, surcharge, or platform suspension.

4.2 Pricing & Estimates

CarLezz pricing is calculated using multiple factors such as:

• Distance and duration of travel.
• Vehicle category or type.
• Time of day, demand level, and location.
• Nature of goods or urgency (for delivery or transport jobs).

While price estimates are shown in the app before booking, final charges may vary slightly depending on actual travel time, delays, or verified changes made to the request. Users will always see the final calculated amount before confirming payment.

4.3 Deposit Policy

For all services costing more than £10, a mandatory upfront deposit is required. Deposits are non-transferable and must be paid using the CarLezz secure in-app payment system. Bookings without the required deposit will be automatically cancelled.

Deposits are deducted from the total job amount and do not constitute a separate fee. The remaining balance, if any, must be paid upon completion via the platform or by the agreed method with the provider, as permitted by CarLezz.

4.4 Payment Methods

Accepted payment methods include:

• Debit or credit card (Visa, Mastercard).
• In-app wallet or stored payment method.
• Bank transfer (for verified business accounts or vendors only).

CarLezz does not accept cash for deposits or initial payments. All transactions must be recorded electronically through the platform to ensure user protection, verification, and service transparency.

4.5 Invoices & Receipts

An automated digital receipt or invoice is issued upon every completed transaction and is accessible via the user’s profile. Business account holders may request tax-compliant or itemised invoices for accounting purposes.

4.6 Disputed Charges

If a user believes a charge was made in error, they must notify CarLezz within 48 hours of the booking completion by emailing support@carlezz.com with proof and explanation. Disputes raised beyond this period may not be eligible for review.

CarLezz reserves the right to investigate all disputed payments and may involve the independent provider if necessary. Repeated or fraudulent dispute claims may result in permanent account suspension.

5. Deposits & Cancellation Terms

This section outlines CarLezz’s official policies on service deposits, booking cancellations, and related conditions. These rules are designed to protect both customers and service members from loss, time misuse, and operational disruption.

CarLezz acts as a neutral platform that enforces consistent deposit and cancellation policies across all service categories. By using CarLezz, you accept and agree to the following terms.

5.1 Deposit Requirements

To secure a booking, the following rules apply:

• For all services over £10 in value, an upfront deposit is mandatory.
• The deposit amount is determined dynamically based on the estimated value of the job, vehicle category, and distance.
• Deposits are collected through the CarLezz secure in-app payment system and held until the service is either completed or cancelled (according to the terms outlined below).
• If a user fails to pay the deposit, the booking is automatically voided and will not be forwarded to any service provider.

Deposits are not additional fees. They are partial payments deducted from the total job value and recorded in your transaction history.

5.2 Deposit Forfeiture Conditions

CarLezz reserves the right to retain the deposit if any of the following occur:

• Late cancellations made after the permitted cancellation window (see below).
• No-show by the user at the confirmed pickup or delivery point.
• False, misleading, or incomplete booking information that causes job rejection by the assigned provider.
• Violation of platform rules by the user (e.g., aggressive behaviour, unauthorised item transport, etc.).
• Manual job rejection or failure to accept the provider at arrival without valid reason.

These conditions apply regardless of service category.

5.3 Cancellation Windows

CarLezz recognises that users may occasionally need to cancel bookings. The following cancellation timeframes apply:

• Private Vehicle Hire & Delivery Services:
  Cancellations must be made at least 2 minutes before the scheduled time.

• Goods Transport Jobs:
  Cancellations must be made at least 5 minutes before the scheduled time.

• Vehicle Rentals:
  Cancellations are subject to the individual vendor’s rental agreement. CarLezz does not manage refunds for vehicle rentals—users must communicate directly with the rental vendor.

If a cancellation is made within the permitted window, the deposit will be automatically refunded to the user’s original payment method within 3–7 business days.

5.4 Platform-Initiated Cancellations

CarLezz may cancel a booking under certain conditions, including but not limited to:

• Fraud or suspected identity misuse
• Unavailability of service providers
• Violation of the Terms of Use
• Force majeure or safety concerns

In such cases, users will be notified immediately, and any deposits made will be refunded unless misconduct or user fault is confirmed.

5.5 How to Cancel a Booking

Users must cancel directly through the CarLezz app or website. Cancellations through text, phone, or third-party messaging are not valid unless confirmed by CarLezz in writing. The cancellation button will be disabled after the cancellation window closes.

6. Service Limitations & Liability Disclaimer

This section defines the legal boundaries of CarLezz’s responsibility as a digital platform and sets out the conditions under which CarLezz is not liable for loss, damage, or disruption. By using the CarLezz platform, you agree and understand that the company functions as an intermediary and not as a direct service provider.

6.1 Nature of the Platform

CarLezz is a digital mobility marketplace operated by CARLEZZ GROUP LTD. It connects users to independently operating vehicle owners, drivers, delivery members, goods transporters, and vehicle rental vendors.

CarLezz:

• Does not own or operate vehicles.
• Does not employ drivers, delivery members, or rental providers.
• Is not a transportation or courier company.

All services are carried out by independent members, who assume full responsibility for the delivery, safety, legality, and performance of each job. CarLezz provides booking tools, payment infrastructure, and user protections but does not guarantee the outcome of services delivered.

6.2 Service Availability Limitations

While we aim to provide uninterrupted platform access and reliable service availability, CarLezz makes no guarantee that:

• A driver, delivery member, or rental vehicle will be available at all times.
• Every booking request will be accepted or completed.
• The platform will be free from downtime, bugs, or external disruption.
• Delays due to traffic, mechanical failure, weather, or other third-party factors can be avoided.

Users must accept the risk of occasional unavailability or late service, particularly during peak hours, in remote areas, or due to conditions beyond CarLezz’s control.

6.3 Limitation of Liability

To the fullest extent permitted by law, CarLezz shall not be liable for:

• Personal injury, damage, loss of goods, or delay caused by a third-party service provider.
• Missed appointments, deadlines, or business losses resulting from transport or delivery delays.
• Financial loss due to incorrect user inputs (e.g., wrong address, incorrect item selection).
• Damages arising from mechanical failure, illegal driving, or insurance issues related to third-party vehicles.
• Disputes between users and service providers including late arrivals, perceived misconduct, or pricing misunderstandings.

CarLezz’s liability is strictly limited to:

• Refunding a valid deposit where applicable.
• Suspending or terminating providers who violate platform rules.
• Investigating disputes or claims and responding within a reasonable time.

All services are used at your own risk. We recommend that users take appropriate precautions, especially when booking higher-value services or transporting valuable goods.

6.4 Insurance Responsibility

CarLezz does not provide insurance coverage for user activities or third-party providers. It is the duty of every driver, delivery member, or vendor to:

• Maintain valid and appropriate insurance for their vehicle and services.
• Provide such documentation to CarLezz during onboarding and upon request.
• Disclose to users when additional insurance is applicable (e.g., rental vehicles or commercial transport).

Users must also ensure their own belongings or deliveries are covered under their personal or commercial insurance, if required.

6.5 Indemnity Clause

By using the platform, you agree to indemnify and hold harmless CarLezz (CARLEZZ GROUP LTD), its staff, contractors, and affiliates against any claims, damages, liabilities, or legal proceedings arising from:

• Your misuse of the platform
• Your violation of these Terms
• Your interaction or dispute with another user or service provider

7. User Responsibilities

This section outlines the key responsibilities all CarLezz platform users must uphold to ensure a safe, fair, and reliable experience for everyone. Whether you are a customer, driver, delivery member, rental vendor, or business account holder, these responsibilities form the foundation of your lawful and ethical participation on CarLezz.

7.1 Compliance with Laws and Platform Rules

All users must comply with:

• Applicable local, national, and international laws and regulations related to transportation, delivery, vehicle rental, and commercial operations.
• CarLezz Terms of Use, policies, and community guidelines.
• Vehicle safety and insurance requirements mandated by UK authorities and CarLezz onboarding.

Failure to comply can result in warnings, suspension, or permanent removal from the platform.

7.2 Accurate and Truthful Information

Users are required to provide accurate, truthful, and complete information during account registration, booking, and any communication. This includes:

• Full legal name and contact details.
• Valid vehicle information where applicable (registration number, insurance details).
• Honest job descriptions and delivery instructions.
• Prompt updates if any information changes.

False or misleading information undermines trust, may cause booking cancellations, and could lead to account suspension.

7.3 Respectful Conduct

CarLezz demands professional, courteous, and respectful behavior between all parties at all times. This means:

• No harassment, discrimination, abusive language, or threats.
• Respecting the privacy and property of others.
• Cooperating in good faith to resolve misunderstandings or disputes.

Users who violate this standard may be subject to penalties or permanent bans.

7.4 Payment Obligations

Users must:

• Pay all fees, deposits, and charges in full and on time through the CarLezz platform.
• Refrain from attempting to circumvent the payment system.
• Accept that failure to pay or chargebacks may result in service suspension and legal action.

7.5 Use of Vehicles

Users who provide vehicles or drive on the platform must ensure:

• Their vehicle is roadworthy, insured, and legally compliant.
• They possess valid licenses and permits.
• Vehicles are used only for lawful purposes in line with the service booked.

7.6 Booking and Scheduling

Users should:

• Make realistic and feasible booking requests.
• Inform CarLezz or providers promptly of any changes or cancellations.
• Arrive on time at agreed locations.

7.7 Reporting Issues

Users must promptly report any:

• Safety concerns.
• Suspicious or fraudulent activity.
• Violations of terms or illegal behavior.
• Damage or loss related to a service.

Reports can be made via the app or by contacting support@carlezz.com.

7.8 Respect for Platform Integrity

Users shall not:

• Attempt to hack, disrupt, or misuse the CarLezz platform.
• Create multiple accounts without authorization.
• Engage in activities that could undermine platform operations or reputation.

7.9 Responsibility for Third-Party Interactions

When engaging with other platform members (drivers, vendors, customers), users are responsible for their own conduct and any agreements or disputes arising from such interactions.

In summary, CarLezz relies on all users to uphold these responsibilities to maintain a safe, trustworthy, and efficient marketplace. Breaches may lead to disciplinary action, including account suspension or legal measures.

8. Vehicle Use Conditions

This section sets forth the rules and standards governing the use of vehicles on the CarLezz platform. It applies to all users who provide vehicles for hire, operate vehicles for services, or rent vehicles through CarLezz. Adhering to these conditions is essential for safety, legal compliance, and user trust.

8.1 Vehicle Ownership and Documentation

• All vehicles used for services on CarLezz must be owned or legally authorized for use by the service provider.
• Providers must hold valid, up-to-date vehicle registration, licensing, and insurance documentation.
• CarLezz requires that all such documents be submitted during onboarding and made available for verification upon request.
• Use of stolen, unregistered, or otherwise unauthorized vehicles is strictly prohibited and grounds for immediate suspension.

8.2 Vehicle Safety and Maintenance

• Vehicles must be kept in safe, roadworthy condition at all times.
• Regular maintenance, safety checks, and compliance with MOT (Ministry of Transport) testing requirements are mandatory.
• Vehicles exhibiting mechanical faults, safety hazards, or failing inspection standards cannot be used for CarLezz services.
• Users must immediately notify CarLezz if any vehicle becomes unsafe or unfit for service.

8.3 Vehicle Use Restrictions

• Vehicles provided on CarLezz must be used strictly for the purpose intended and agreed upon in each booking.
• Personal use of a vehicle during a service job is prohibited.
• Use of vehicles for illegal activities, unauthorized passenger transport, or unapproved commercial purposes is strictly forbidden.
• Any modification to the vehicle that affects its safety or compliance status must be disclosed and approved before use on the platform.

8.4 Driver Licensing and Conduct

• Drivers must hold all necessary and valid licenses appropriate for the vehicle class and service type.
• They must comply with all local traffic laws, regulations, and CarLezz platform policies.
• Operating a vehicle under the influence of alcohol, drugs, or any impairing substance is strictly prohibited.
• Drivers are responsible for maintaining a clean driving record and promptly reporting any legal or licensing issues to CarLezz.

8.5 Insurance Requirements

• Providers must maintain adequate insurance coverage for the vehicle and its intended use, including third-party liability, passenger liability, and goods-in-transit insurance where applicable.
• Insurance must cover both the vehicle and driver during all periods of service delivery.
• Users must provide proof of insurance to CarLezz as part of onboarding and upon request.
• CarLezz is not liable for any insurance gaps, and users assume full responsibility for claims arising from their use of vehicles on the platform.

 8.6 Prohibited Vehicle Types

• Vehicles deemed unsafe, excessively modified without approval, or inappropriate for CarLezz services will be rejected.
• Vehicles without legally required safety features, or those failing emissions or environmental standards, are not permitted.
• CarLezz reserves the right to refuse registration or usage of any vehicle at its sole discretion.

8.7 Vehicle Cleanliness and Presentation

• Vehicles must be kept clean, presentable, and free of damage visible to customers.
• Maintaining professional appearance reflects on CarLezz’s brand and user experience.
• Drivers and vendors are expected to ensure vehicles are sanitized and suitable for passengers or goods at all times.

8.8 Responsibility for Damage or Loss

• Vehicle owners and operators are responsible for any damage to their vehicles and must promptly report incidents to CarLezz.
• Users must follow proper incident reporting procedures for accidents, theft, or vandalism.
• Claims or disputes relating to vehicle damage will be handled according to CarLezz’s dispute resolution policies.

Adherence to these Vehicle Use Conditions is critical for ensuring trust, safety, and regulatory compliance across the CarLezz platform. Violations may result in suspension, removal from the platform, or legal consequences.

9. Termination of Vehicle Use

This section outlines the conditions, procedures, and consequences related to the termination of a user’s right to use a vehicle on the CarLezz platform. Termination may be initiated by either CarLezz or the user and is designed to protect the safety, integrity, and reputation of the platform.

9.1 Grounds for Termination

CarLezz reserves the right to terminate or suspend a user’s vehicle use privileges immediately and without prior notice in the event of any of the following:

• Violation of CarLezz Terms, Rules, or Policies, including but not limited to:
  • Unsafe vehicle operation or failure to maintain vehicle safety standards.
  • Use of vehicles without valid registration, insurance, or licensing.
  • Engaging in illegal or unauthorized activities with the vehicle.
  • Providing false or misleading information related to vehicle ownership or condition.
• Repeated customer complaints or safety concerns linked to the vehicle or its operator.
• Evidence of fraudulent activity, misuse, or criminal behavior involving the vehicle.
• Failure to comply with inspection, verification, or maintenance requests.
• Non-payment of fees or charges related to vehicle use on the platform.
• Any other reason deemed reasonable by CarLezz to protect users and platform integrity.

9.2 Termination Procedure

• CarLezz will notify the user in writing (via email and/or app notification) of the decision to terminate vehicle use, including the grounds for such action.
• In cases of immediate suspension due to safety or legal concerns, notification may be provided after the suspension takes effect.
• Users will be given the opportunity to appeal or respond to termination decisions within a specified timeframe (usually 7–14 days).
• During the appeal period, vehicle use privileges may be suspended.
• Final decisions on appeals rest with CarLezz management and are binding.

9.3 Effect of Termination

• Upon termination, users must cease all use of the vehicle for CarLezz services immediately.
• Any active bookings or ongoing service agreements involving the vehicle will be canceled or reassigned.
• Users remain responsible for fulfilling any outstanding obligations, including payments, damages, or claims.
• Termination does not waive CarLezz’s rights to pursue legal or financial remedies for breaches.

9.4 Voluntary Termination by User

• Users may voluntarily terminate their vehicle’s participation on CarLezz by submitting a formal request through the app or by contacting support@carlezz.com.
• Termination requests should include the vehicle details and effective date.
• Users remain responsible for any active bookings or financial obligations up to the termination date.
• CarLezz may provide guidance on transitioning or withdrawing vehicles from the platform.

9.5 Data Retention and Account Closure

• Following termination of vehicle use, CarLezz will retain necessary data in accordance with its Privacy Policy and legal obligations.
• Vehicle-related data may be archived or anonymized to support dispute resolution or compliance audits.
• Vehicle use termination does not automatically close the user’s CarLezz account, which may continue to be used for other services or vehicles.

 9.6 Reinstatement

• Reinstatement of vehicle use privileges may be considered if the user addresses the grounds for termination to CarLezz’s satisfaction.
• Requests for reinstatement require submission of updated documentation, proof of compliance, and may include inspections or audits.
• CarLezz retains sole discretion to approve or deny reinstatement requests.

This Termination of Vehicle Use policy safeguards all CarLezz stakeholders by ensuring that only compliant, safe, and responsible vehicles operate on the platform.

10. Amendments and Updates to Terms

CarLezz is committed to maintaining transparent, up-to-date, and fair terms that govern the use of its platform and services. This section explains how and when CarLezz may amend, update, or modify these Terms, Rules, and Policies (“Terms”) and how users will be notified.

10.1 Right to Amend

• CarLezz reserves the exclusive right to amend, update, or modify these Terms at any time, without prior individual notice, to reflect changes in legal requirements, business operations, technology, or industry standards.
• Amendments may include additions, deletions, or clarifications of any provision within the Terms.
• Such amendments are necessary to ensure the ongoing legality, safety, functionality, and quality of CarLezz’s services.

10.2 Notification of Changes

• When significant amendments occur, CarLezz will notify users through one or more of the following channels:
  • Email communication to registered accounts
  • In-app notifications or alerts
  • Announcements on the official CarLezz website (carlezz.com)
• Notification will include a summary of key changes and the date the new Terms take effect.

10.3 Effective Date and User Acceptance

• Updated Terms will include an effective date indicating when the changes come into force.
• Continued use of CarLezz’s platform or services after the effective date constitutes acceptance of the revised Terms.
• If a user does not agree to the changes, they must cease using the platform and may close their account before the effective date.

10.4 Review Period

• Where feasible, CarLezz may provide a reasonable review period (usually 7 to 14 days) between notification and the effective date to allow users to consider the amendments.
• During this period, users may contact CarLezz support for clarifications or raise concerns about the updates.

10.5 Binding Effect

• All users, regardless of prior acceptance or duration of use, are bound by the most current Terms once they become effective.
• Users are responsible for regularly reviewing the Terms to stay informed about updates.

10.6 User Feedback and Suggestions

• CarLezz encourages users to provide feedback or suggestions regarding its Terms and policies.
• Feedback can be submitted via support@carlezz.com or through official communication channels.
• While CarLezz may not implement all suggestions, it values user input for continuous improvement.

10.7 Conflicts and Precedence

• In the event of conflicting provisions between these Terms and any other CarLezz policies, the most recently updated Terms will take precedence.
• Specific service agreements or vendor contracts may include additional terms that complement or supersede general Terms where explicitly stated.

This Amendments and Updates section ensures that CarLezz maintains flexibility to evolve legally and operationally, while keeping users well-informed and protected.

For questions or support regarding Vehicle Use Conditions, please contact:  support@carlezz.com

11. Communication & Notifications

Effective communication is essential for the smooth operation of the CarLezz platform and to ensure that all users receive timely, accurate, and relevant information regarding their accounts, bookings, services, and platform updates. This section outlines how CarLezz communicates with users and the expectations around notifications.

10.1 Methods of Communication

• CarLezz primarily communicates with users via:
  • Email to the address registered on the user’s account
  • In-app notifications and alerts within the CarLezz mobile application or website
  • SMS messages to verified phone numbers (where applicable)
  • Official announcements on the CarLezz website and social media channels
• Users agree to receive communications through these channels and acknowledge that CarLezz is not responsible for any failure to receive messages due to inaccurate contact details or user settings.

10.2 Account-Related Notifications

• Users will receive essential notifications related to:
  • Account registration and verification status
  • Booking confirmations, modifications, cancellations, and reminders
  • Payment confirmations, invoicing, and receipt issuance
  • Service updates, such as driver or vehicle arrival times
  • Changes to Terms, Policies, or platform features
• It is the user’s responsibility to maintain current and accurate contact information in their account to ensure receipt of such notifications.

10.3 Important Alerts and Safety Communications

• In case of urgent matters such as safety alerts, service disruptions, or security incidents, CarLezz may send immediate notifications via multiple channels.
• Users must monitor these communications closely and act accordingly to ensure their safety and compliance with platform requirements.

10.4 User-Initiated Communication

• Users may contact CarLezz support via email support@carlezz.com, in-app messaging, or designated phone support during business hours.
• CarLezz aims to respond promptly but does not guarantee immediate replies outside of normal working times.

10.5 Consent to Electronic Communications

• By using CarLezz, users consent to receive electronic communications and agree that such communications satisfy any legal requirement for written notice.
• Users who prefer to receive paper copies of certain communications may request this via CarLezz support; however, additional fees may apply.

10.6 Communication Preferences and Opt-Out

• Users may manage their notification preferences within the app settings, including opting out of marketing communications.
• CarLezz will not send promotional content to users who have opted out but may still send transactional or safety-related messages as required by law and platform policy.

10.7 Limitations and Liability

• CarLezz is not liable for any loss or damage resulting from failure to receive communications due to incorrect user information, technical failures, or third-party service issues.
• Users acknowledge that electronic communication is subject to risks, and CarLezz takes reasonable steps to secure messaging but cannot guarantee absolute security.

10.8 Record Keeping

• CarLezz maintains records of all communications related to bookings, payments, disputes, and service delivery for a reasonable period as required by law and internal policies.
• Users may request copies of specific communications by contacting support, subject to verification and applicable data protection regulations.

This Communication & Notifications section ensures clarity on how CarLezz keeps users informed and how users should engage with official communications to maintain a safe, effective service experience.

 11. Intellectual Property & Content Ownership

CarLezz values and protects its intellectual property and respects the rights of others. This section outlines the ownership, usage rights, and restrictions relating to all content, trademarks, software, and proprietary materials available on or through the CarLezz platform.

11.1 Ownership of Intellectual Property

• All content, including but not limited to text, graphics, logos, images, audio clips, videos, software code, designs, trademarks, and service marks (“Content”) on the CarLezz platform, mobile applications, and website are the exclusive property of CARLEZZ GROUP LTD and/or its licensors.
• The compilation, arrangement, and overall design of the platform’s content are protected by copyright, trademark, and other intellectual property laws.

11.2 Limited License to Use

• Subject to compliance with these Terms, CarLezz grants users a limited, non-exclusive, non-transferable, revocable license to access and use the platform and its Content solely for personal, non-commercial use related to CarLezz services.
• Users may not copy, reproduce, distribute, modify, create derivative works, publicly display, or otherwise exploit any Content without express prior written permission from CarLezz or the rightful owner.

11.3 User-Generated Content

• Users who post or upload content to the CarLezz platform (including reviews, photos, profiles, messages, or service-related information) retain ownership of their intellectual property rights in such content.
• By submitting user-generated content, users grant CarLezz a worldwide, royalty-free, transferable, sublicensable, non-exclusive license to use, reproduce, modify, publish, translate, distribute, and display such content in connection with the operation and promotion of CarLezz
• Users represent and warrant that they have all necessary rights and permissions to grant this license and that their content does not infringe on third-party rights.

11.4 Trademarks and Branding

• The “CarLezz” name, logos, slogans, and other branding elements are trademarks or registered trademarks of CARLEZZ GROUP LTD.
• Users may not use CarLezz trademarks or branding in any manner that could cause confusion, imply endorsement, or dilute the brand without express written consent.
• Unauthorized use of CarLezz intellectual property is strictly prohibited and may result in legal action.

11.5 Prohibited Uses

Users shall not engage in any activity that infringes or violates CarLezz intellectual property rights or those of third parties, including but not limited to:

• Unauthorized copying, distribution, or publication of platform content
• Reverse engineering, decompiling, or disassembling CarLezz software
• Creating or using unauthorized derivatives, adaptations, or similar platforms

11.6 Reporting Intellectual Property Infringements

• CarLezz respects intellectual property rights and has procedures to address alleged infringements.
• If a user believes their intellectual property rights have been violated on the CarLezz platform, they may submit a formal complaint to legal@carlezz.com including all relevant details.
• CarLezz will investigate and take appropriate action, which may include removal of infringing content or termination of offending accounts.

11.7 Survival

The provisions of this section survive termination or suspension of a user’s account or access to the CarLezz platform.

This Intellectual Property & Content Ownership section protects the proprietary rights of CarLezz and its users, fostering a secure and lawful environment for all platform activities.

12. Termination of Access or Account

CarLezz may suspend or terminate your account if:

• You breach any terms or rules.
• Fraud, abuse, or unsafe conduct is detected.
• You misuse the platform, refuse to comply, or violate laws.

Termination may be immediate and without refund.

13. Amendments & Updates to Terms

CarLezz is committed to maintaining transparent and fair agreements with its users. To ensure the platform remains up to date with regulatory requirements, business practices, and user needs, these Terms may be amended or updated from time to time. This section outlines how and when changes to the Terms will be communicated and applied.

13.1 Right to Amend Terms

• CarLezz reserves the right to modify, amend, or update these Terms, Rules, and Policies at any time, with or without prior notice, to reflect changes in legal requirements, technological advancements, business strategies, or operational needs.
• Amendments may include, but are not limited to, changes in payment terms, service offerings, user obligations, privacy protections, or dispute resolution procedures.

13.2 Notification of Changes

• When significant changes are made to the Terms, CarLezz will provide reasonable notice to users through one or more of the following methods:
  • In-app or website notifications upon login or app launch
  • Email communications sent to the registered email address
  • Public announcements on the CarLezz website or social media channels
• Minor or administrative changes may not trigger direct notification but will be published on the CarLezz website for users to review.

13.3 User Acceptance of Updated Terms

• Continued use of the CarLezz platform or services following the publication or communication of updated Terms constitutes the user’s acceptance of the changes.
• Users who do not agree with any updated Terms must cease use of the platform immediately and close their accounts.
• Failure to notify CarLezz of disagreement does not waive the user’s obligations under the new Terms.

13.4 Review Period

• Where legally required, CarLezz will provide a reasonable period for users to review the updated Terms before they come into effect.
• Users are encouraged to regularly review the Terms to stay informed about their rights and responsibilities.

13.5 No Waiver

• CarLezz’s failure to enforce or exercise any provision of the Terms does not constitute a waiver of that provision or any other rights under these Terms.

13.6 Severability

• If any provision of these Terms is found to be invalid or unenforceable under applicable law, the remainder of the Terms will remain in full force and effect.

13.7 Governing Law and Jurisdiction

• Amendments to these Terms will continue to be governed by the laws specified in the Governing Law section of these Terms.

This section ensures users are aware that the Terms may evolve and sets clear expectations for notification, acceptance, and legal validity, supporting an adaptive yet transparent relationship between CarLezz and its users.

14. Legal Entity & Governing Law

This section clarifies the legal identity of the operator behind the CarLezz platform and specifies the governing law and jurisdiction that apply to all users and agreements related to CarLezz services.

14.1 Legal Entity

• CarLezz is operated by CARLEZZ GROUP LTD, a private limited company incorporated and registered in England and Wales.
• Company Registration Number: 16091667
• Registered Office Address: 82 King Street, Manchester, M2 4WQ, United Kingdom
• Contact Emails: support@carlezz.com | info@carlezz.com.
• Website: carlezz.com
• All contracts, agreements, and legal responsibilities relating to the CarLezz platform and services are entered into with CARLEZZ GROUP LTD.

 14.2 Governing Law

• These Terms, all services offered by CarLezz, and any disputes arising therefrom are governed by and construed in accordance with the laws of England and Wales.
• Users agree to submit to the exclusive jurisdiction of the courts located in England and Wales for the resolution of any disputes, claims, or proceedings arising out of or related to these Terms or use of CarLezz services.

14.3 Jurisdiction

• Users acknowledge and agree that any legal action or proceedings relating to CarLezz must be brought exclusively in courts situated within England and Wales.
• This jurisdiction clause applies to all users regardless of their physical location and irrespective of any conflict of law principles.

14.4 Compliance with Local Laws

• While CarLezz operates under English and Welsh law, users accessing the platform from other regions must ensure compliance with any applicable local laws and regulations.
• Users are responsible for understanding and adhering to local requirements regarding vehicle use, transport, delivery, and rental services.

14.5 No Waiver of Rights

• CarLezz’s exercise or non-exercise of any legal rights under these Terms does not constitute a waiver of any other rights or remedies available by law.

14.6 Severability

• If any provision of these Terms is deemed invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.

This Legal Entity & Governing Law section ensures clarity on the company responsible for the platform and establishes the legal framework governing all interactions with CarLezz, fostering trust and legal certainty for all users.

15. Force Majeure Clause

Events Beyond Reasonable Control

This Force Majeure clause outlines the conditions under which CarLezz (CARLEZZ GROUP LTD) and its service partners may be excused from performance obligations due to extraordinary events beyond reasonable control.

15.1 Definition of Force Majeure

For the purposes of these Terms, a Force Majeure Event refers to any circumstance or event beyond the reasonable control of CarLezz or its service partners which prevents or substantially hinders the performance of obligations under this agreement. Such events include but are not limited to:

• Natural disasters (e.g., earthquakes, floods, fires, storms)
• War, acts of terrorism, civil unrest, riots, or armed conflict
• Epidemics, pandemics, public health emergencies
• Government orders, lockdowns, or changes in law or regulation
• Power outages, telecommunication failures, or cyberattacks
• Strikes, labour disputes, or transportation blockages
• Unavailability of critical third-party services or systems.

 15.2 Suspension of Obligations

• In the event of a Force Majeure Event, CarLezz and its independent service providers shall be temporarily excused from performing any obligation under these Terms, to the extent that such performance is prevented or hindered by the event.
• Performance will resume as soon as the impact of the Force Majeure Event subsides and conditions reasonably permit.

15.3 Notification to Users

• If a Force Majeure Event affects CarLezz’s ability to operate or fulfill bookings, users will be notified through app alerts, website banners, and/or email communications.
• CarLezz will make all reasonable efforts to keep users informed about service disruptions, delays, or expected resumption of normal operations.

15.4 Limitation of Liability

• CarLezz shall not be held liable for any direct or indirect loss, damage, delay, or inconvenience resulting from a Force Majeure Event.
• Users acknowledge that neither CarLezz nor its independent service providers will be considered in breach of contract or liable for any failure or delay in performing obligations arising from such uncontrollable events.

15.5 User Responsibilities During Disruption

• Users must cooperate reasonably during Force Majeure events, including following instructions, safety updates, or changes in bookings or service availability.
• If a user’s pre-booked service is disrupted due to a Force Majeure Event, refund or credit arrangements may be considered on a case-by-case basis, without guarantee.

15.6 Right to Terminate in Prolonged Cases

• If a Force Majeure Event continues for more than thirty (30) consecutive days and substantially prevents performance of key obligations, either party may terminate the affected contract without penalty or further liability.

This Force Majeure Clause protects both CarLezz and its users from undue legal obligations during extraordinary events, ensuring fairness and flexibility when services are disrupted beyond anyone’s control.

16. Complaints & Dispute Resolution Procedures

Fair Process for User Concerns and Disagreements

This section outlines how users of the CarLezz platform may raise complaints and how disputes are handled, ensuring transparency, fairness, and resolution mechanisms that protect both user and platform interests.

16.1 Submitting a Complaint

CarLezz welcomes all feedback and takes user concerns seriously. If you experience a problem with a service, vehicle, driver, vendor, or any aspect of the platform, you are encouraged to file a complaint through one of the following channels:

• In-app complaint form (under “Help & Support”)
• Email: complaints@carlezz.com
• Customer support portal: carlezz.com / support

When submitting a complaint, users should include:

• Booking ID or reference number (if applicable)
• Date and time of the issue
• Description of the problem
• Any relevant evidence (photos, screenshots, etc.)

Complaints must be submitted within 72 hours of the incident or service completion, unless exceptional circumstances apply.

16.2 Internal Review & Response Timeline

• Upon receiving a complaint, CarLezz will issue an acknowledgement within 48 hours.
• An internal investigation will begin within 3 business days, during which all involved parties may be contacted for evidence or statements.
• A formal response and outcome will usually be provided within 7–10 business days, though complex cases may require more time.
• All complaint responses will include a clear explanation of findings, actions taken, and any compensation or remedies (if applicable).

16.3 Types of Complaints Covered

The following issues are eligible for internal review:

• Disputes over charges or payments
• Service quality (lateness, misconduct, vehicle issues)
• Safety concerns or inappropriate behaviour
• Allegations of fraud, dishonesty, or service non-fulfilment
• Rental or vendor-related conflicts
• Violations of CarLezz platform rules or Terms of Use.

16.4 Resolution Measures

Depending on the findings of the investigation, CarLezz may take one or more of the following actions:

• Issue a full or partial refund or credit
• Apply penalties or suspensions to offending members
• Terminate user, driver, or vendor accounts for serious violations
• Forward legal matters to authorities (in severe cases)
• Offer mediation between parties when possible

CarLezz’s decision in internal complaint handling is considered final, unless formal legal action is initiated by either party.

16.5 Mediation & Out-of-Court Dispute Resolution

Before resorting to court proceedings, users are encouraged to seek alternative dispute resolution (ADR) through an independent mediator. CarLezz supports peaceful and informal resolutions wherever possible.

CarLezz may agree to refer disputes to:

• The Centre for Effective Dispute Resolution (CEDR) or
• Another UK-based certified mediation service upon mutual agreement.

ADR is voluntary but may speed up resolution and reduce costs for both parties.

16.6 Legal Disputes & Jurisdiction

If mediation or internal resolution fails, the dispute may be escalated to formal legal proceedings. As outlined in Section 14, all legal disputes fall under the exclusive jurisdiction of the courts of England and Wales, and English law shall govern.

16.7 Abuse of Complaints System

Users who file false, malicious, or abusive complaints may have their account suspended or terminated. CarLezz reserves the right to take legal or administrative action if complaint procedures are misused in bad faith.

This Complaints & Dispute Resolution section ensures that all users, whether customers, drivers, or vendors, have a fair, structured, and accessible path to resolve issues that arise on the CarLezz platform.