Payment and Cancellation Terms

Version 1.0.0 · in force from 2026-09-06

1. Price and payment provider

Juuh is operated by Denys Romanov, sole trader, Spanish NIF/NIE Y9622163N, legal@juuh.com, Calle Alqueria 1, 29680 Estepona, Málaga, Spain. The Host identified in the booking supplies the rental. Juuh manages collection through Stripe under the Host's mandate and in accordance with the applicable payment provider agreements.

Who appears on the charge. The payment is taken on Juuh's Stripe account, not the Host's. On your bank statement the charge is identified by the trading name Juuh, not by the Host's name. If your bank shows different wording, or you do not recognise a charge, write to legal@juuh.com before opening a dispute with your bank: we can identify the transaction straight away.

The summary separates the rental, taxes, optional extras, any separate Juuh services and the insurance actually contracted. Each extra requires an express selection. The deposit is shown separately from the price. The currency, the amount authorised or charged and the dates are disclosed. We accept credit and debit cards and the Apple Pay and Google Pay wallets your browser and bank support; payment methods that require a redirect to another website are not used. A payment receipt does not replace the invoices each supplier is legally required to issue.

A card hold temporarily reduces your available balance; a charge moves money. Which one is used, and when, is identified. Funds are not presented as a bank account, a freely spendable wallet or a Juuh escrow. Valid payment through the authorised channel discharges the Renter's debt to the Host for the amount paid.

2. Cancellation before the start

The Host selects the published plan, which is incorporated into the booking and frozen at the moment of payment: a later change to the listing's plan does not affect a booking already made. Hours are measured to the start date and time in the disclosed time zone. "At least" includes the exact threshold. Percentages apply to the rental price identified as the calculation base in the summary, not to the deposit.

| Plan | Time before start | Rental refund | Separate service fee, if any | |---|---|---|---| | Flexible | At least 24 hours | 100 % | Refunded | | Flexible | Less than 24 hours | 50 % | Not refunded, subject to the limits below | | Moderate | At least 72 hours | 100 % | Refunded | | Moderate | 24 to less than 72 hours | 50 % | Not refunded, subject to the limits below | | Moderate | Less than 24 hours | 0 % | Not refunded, subject to the limits below | | Strict | At least 168 hours (7 days) | 100 % | Refunded | | Strict | 48 to less than 168 hours | 50 % | Not refunded, subject to the limits below | | Strict | Less than 48 hours | 0 % | Not refunded, subject to the limits below |

Grace period. If you cancel within 60 minutes of paying, that limit included, and there are more than 24 hours until the start, you are refunded 100 % including the separate service fee.

The commission deducted from the Host is not a second Renter service fee. A retention must not operate as an unfair penalty or as an unlawful charge for services that were not provided. Saved costs, recovery from a re-booking and proven loss are taken into account where the law requires, avoiding double recovery. Extras that were not provided, and premiums, are refunded according to their nature and their own valid contract, with an itemised calculation; this table does not automatically make them non-refundable. Withdrawal rights for separate services are respected.

3. Cancellation by the Host, the platform or verification

If the Host cancels, fails to hand over the car or the car is unavailable, everything paid for the cancelled services — including Juuh fees and extras not provided — is refunded and the deposit is released, with no vouchers or credit imposed. An alternative requires the Renter's acceptance.

The same full refund rule applies when: the Host declines the request or lets the response deadline pass; identity verification is rejected or expires; the risk assessment rejects the booking; the agreement is declined; or Juuh cancels before the start for one of its specified operational reasons. In none of these cases does the Renter bear a penalty, and the Host bears no penalty for saying no to a request. This does not prevent a separate, proven claim for actual fraud.

If funds were only authorised and not charged, release is requested. Cancellation of a rental that is already running is assessed individually according to the service used, the cause and the applicable rights; the table above does not by itself calculate a refund automatically.

4. No-show and early return

The waiting period is 60 minutes from the collection time. Before a no-show is declared, the actual availability of the vehicle, the handover conditions, the attempts to make contact and the cause are checked. A Renter no-show carries a base rental refund of 0 % under all three plans, subject to the proportionality safeguards and rights in section 2; extras, premiums and the deposit are settled separately.

You may challenge a no-show from the moment you are notified. The expedited operational review window is 24 hours. That period does not extinguish legal claims or prevent you from submitting relevant evidence later. If the failure was attributable to the Host or to Juuh, the classification and the refund are corrected.

Returning the vehicle early of your own accord does not by itself generate an automatic refund. Breach, agreement between the parties, exceptional circumstances and legal duties are assessed. A charge incompatible with a right to terminate for breach is not retained.

5. Deposit and additional charges

The deposit is a hold (pre-authorisation) on the card, not a charge. The amount is set by the Host within the band the platform allows for the vehicle's category — for cars, between €100 and €2,000, and €300 where the Host has not chosen one — and it is shown separately from the price before you pay. A Host may choose to ask for no deposit at all: in that case nothing is held.

| Moment | What happens | |---|---| | When you book and pay | The deposit is not held. Your card is saved so it can be held later | | At the start of the trip (handover) | The disclosed amount is held. If the hold fails — for example because your bank requires authentication for a transaction you are not present for — you and the Host are told, and the Host decides whether to hand the car over | | During the trip | The amount stays held. A card authorisation lapses on its own after roughly 7 days; on longer trips it may need to be renewed, which will be communicated to you | | 24 hours after the trip closes | The hold is released automatically if there is no documented claim. Your bank may still take 3 to 10 business days to reflect the release: that period depends on your bank, not on Juuh | | If there is a claim | You are told the facts, the amount retained, the evidence, the maximum duration and the date of the next review; undisputed excess is released and the need to keep the retention is reviewed |

The only categories the security may be applied to are due and substantiated obligations arising from this booking: attributable damage, missing fuel or charge, additional mileage, late return, missing keys or equipment and fines, tolls or costs contractually owed. The amount held is the ceiling on what can be recovered this way; a larger debt is claimed through ordinary routes, not by increasing the security. Every unit price or calculation method must be stated in advance. No penalties created from GPS data are charged. No optional extra is charged through silence.

A bank expiry date does not by itself justify collecting an uncertain debt. If a new valid authorisation is needed, it is requested through the payment provider's process; if that is not possible, the hold is released and the claim continues through ordinary routes.

6. Damage and claims

Incidents are reported without delay and with the available evidence. Juuh's operational deadline is within 24 hours of becoming aware of the event; the deadline under the Host's policy is provided with the booking and, unless the policy allows longer, Spanish Insurance Contract Act 50/1980 sets seven days to notify the insurer of a claim. These periods do not replace statutory limitation periods.

Before any non-urgent final charge, the affected person receives the description, the relevant photographs, the comparison with the handover record, the estimate or invoice, the calculation and a response period of at least 7 calendar days. They may submit evidence and request human review.

Settlement excludes ordinary wear, pre-existing damage, improvements to the vehicle and items not caused by the person held responsible. Anything recovered from insurance or third parties is deducted. An excess applies only under the contracted policy or product and is not multiplied without a clear, valid contractual basis. The full excess is not always due if the attributable covered loss is lower. An unresolved dispute is not finally determined by Juuh: external complaint routes remain open.

Administrative fines are imposed by the competent authority. Driver identification is handled lawfully and you keep any appeals and deadlines available to you. Juuh charges no administration fee for handling a fine (€0). If one were introduced in future, its price would be published here and shown before it applied, and it would correspond to actual work. Juuh does not pay a fine in advance in a way that costs you the early-payment discount or the ability to appeal, unless there is an authorisation or basis for doing so.

7. Refunds and Host settlement

Juuh initiates an approved refund immediately and in any event within 3 business days of approval, respecting any shorter legal deadline, to the original payment method unless otherwise validly agreed. A receipt and a tracking reference are provided. How long the amount takes to appear in your account depends on your bank and is usually 5 to 10 business days. Juuh credit is not imposed instead of money owed.

The Host's available balance is transferred 24 hours after the booking ends, or according to the individual profile accepted in their agreement. That does not guarantee the money reaches the bank within 24 hours: the payout depends on the payment provider and on the Host's bank. An incident, a refund, a chargeback or a legal block may affect the corresponding amount, with a reason, limits and review; the remainder is settled normally. A claim does not remove statutory rights against a bank or a payment provider.