Terms of Service

1. About ITIRR and These Terms

1.1. ITIRR Ltd (“ITIRR”, “we”, “us”, “our”) is a company registered in England & Wales (Company No. [PENDING]). Our registered address is [PENDING].

1.2. ITIRR operates an online marketplace platform at itirr.com (the “Platform”) that acts solely as a booking agent connecting customers (“Renters”) with independent vehicle rental providers (“Providers”).

1.3. These Terms of Service (“Terms”) govern your access to and use of the Platform. By creating an account or using the Platform, you agree to be bound by these Terms. If you do not agree, you must not use the Platform.

1.4. These Terms constitute a legally binding agreement between you and ITIRR. They do not create any contractual relationship between ITIRR and any third party, nor do they create any agency, partnership, or employment relationship between ITIRR and any Provider or Renter.

1.5. These Terms should be read alongside our Privacy Policy, which explains how we collect and process your personal data.

1.6. If there is any conflict between these Terms and any other document or communication, these Terms shall prevail unless expressly stated otherwise.

2. The ITIRR Agency Model

2.1. ITIRR acts solely as a booking agent and intermediary. By using the Platform, you acknowledge and agree that:

2.2. ITIRR does not own, lease, operate, maintain, or have custody of any vehicles listed on the Platform.

2.3. ITIRR does not provide, arrange, underwrite, or guarantee any motor insurance policy.

2.4. ITIRR does not employ, contract, or direct any drivers or chauffeurs.

2.5. ITIRR does not enter into any rental contract with any Renter. The rental contract for any vehicle booked through the Platform is exclusively between the Renter and the Provider.

2.6. ITIRR is not a party to, nor liable under, any rental agreement, insurance policy, or other contract between Renter and Provider.

2.7. ITIRR does not guarantee the availability, condition, roadworthiness, fitness for purpose, or legality of any vehicle listed on the Platform.

2.8. ITIRR does not verify the accuracy of vehicle descriptions, photographs, specifications, or pricing provided by Providers, although we may carry out spot checks at our discretion.

2.9. ITIRR’s role is limited to: (a) providing the Platform technology; (b) facilitating the introduction between Renter and Provider; (c) facilitating payments and security deposits via Stripe Connect (ITIRR does not directly hold, control, or have access to funds at any point); (d) facilitating identity verification via Stripe Identity; (e) passing the Renter’s DVLA check code to the Provider after payment; and (f) providing an in-platform messaging system.

2.10. The agency relationship described in this clause is fundamental to the operation of the Platform. All subsequent clauses in these Terms should be interpreted in light of this agency model.

3. Eligibility and Account Registration

3.1. To use the Platform as a Renter, you must: (a) be at least 17 years of age (the site-wide minimum — individual Providers may set a higher minimum age per vehicle, which will be clearly displayed on the listing and checkout pages before payment); (b) hold a full, valid driving licence issued in the UK or EU for a minimum of 1 year (for self-drive bookings); (c) provide accurate and truthful personal information; and (d) not have any unspent criminal convictions relating to driving, fraud, or dishonesty. If you do not meet the minimum age or other eligibility requirements set by a specific Provider, you will be unable to proceed to payment for that listing.

3.2. To use the Platform as a Provider, you must: (a) be a registered business (limited company, sole trader, or partnership) operating lawfully in the United Kingdom; (b) hold valid motor insurance appropriate for the rental type offered (self-drive insurance and/or hire & reward insurance); (c) complete the ITIRR onboarding process including identity verification and insurance upload; and (d) comply with all applicable UK laws and regulations relating to vehicle hire.

3.3. Individual private vehicle owners are not eligible to register as Providers. ITIRR is a marketplace for verified businesses and dealers only.

3.4. You are responsible for maintaining the confidentiality of your account credentials. You must notify ITIRR immediately at security@itirr.com if you become aware of any unauthorised use of your account.

3.5. All information provided during registration must be accurate, complete, and kept up to date. Providing false or misleading information is a breach of these Terms and may constitute fraud.

3.6. ITIRR reserves the right to refuse registration or to suspend or terminate any account at its sole discretion and without prior notice where we reasonably believe there is a risk of fraud, legal non-compliance, or harm to other users.

4. Renter Responsibilities

4.1. As a Renter using the Platform, you agree to:

4.2. Provide accurate and truthful information during the booking process, including your driving licence details, date of birth, and residential address.

4.3. Hold a full, valid driving licence appropriate for the vehicle being rented for the entire duration of the rental period (for self-drive bookings). Your licence must not be suspended, revoked, or subject to pending disqualification proceedings.

4.4. At checkout, provide a general warranty that you meet the vehicle provider’s driver eligibility requirements as displayed on the vehicle listing and checkout pages. These requirements are set by the individual Provider and may include a minimum driver age, a maximum number of penalty points, and excluded endorsement categories. You must not proceed to payment if you do not meet the displayed requirements. ITIRR does not collect, process, or verify your penalty points, endorsements, or other driving record data — eligibility verification is carried out by the Provider using the DVLA check code system.

4.5. Provide a DVLA check code to the Provider after payment. This code, generated at gov.uk/view-driving-licence using your Government Gateway account, permits the Provider to view your driving licence details via the DVLA’s own systems, for the purposes of insurance verification and confirming your eligibility for the rental. You consent to this code being transmitted to the Provider via the Platform. ITIRR transmits the code on your behalf but does not itself query the DVLA and does not access, process, or retain any data returned by the DVLA.

4.6. If the Provider’s review of your DVLA check code reveals that you do not meet the eligibility requirements for the rental, your booking will be declined. In this case: (a) your rental amount, any delivery fee, and any security deposit will be refunded in full; (b) a £50 administration fee will be retained from the ITIRR Booking Service Fee to cover identity verification and driving licence processing costs already incurred (if the Booking Service Fee is less than £50, the full Fee is retained and no additional charge is made); and (c) the balance of the Booking Service Fee will be refunded. If the Provider declines the booking for any other reason (for example, the vehicle is no longer available or the Provider’s insurer is unable to add the Renter), you will receive a full refund of all amounts paid, including the entire Booking Service Fee. Providing a false self-certification of driver eligibility at checkout may result in booking cancellation, account suspension, and potential liability for costs incurred by the Provider as a consequence.

4.7. Treat the vehicle with reasonable care and return it in the same condition as received, allowing for reasonable wear and tear.

4.8. Comply with all applicable road traffic laws, including speed limits, parking restrictions, congestion charges (including the London Congestion Charge and ULEZ), toll charges, and all other traffic regulations.

4.9. Not sub-let, re-hire, or transfer the vehicle to any third party, or allow any person not named on the insurance policy to drive the vehicle.

4.10. Not use the vehicle for any illegal activity, racing, off-road driving, track use, towing, driving instruction, or any purpose not agreed with the Provider.

4.11. Not drive the vehicle outside the United Kingdom without the express written consent of the Provider and confirmation that insurance extends to the relevant jurisdiction.

4.12. Report any accident, damage, theft, or breakdown to the Provider immediately and to ITIRR within 24 hours. In the event of an accident involving a third party, you must also report the incident to the police as required by the Road Traffic Act 1988.

4.13. Pay for any damage to the vehicle caused during the rental period, traffic fines, parking charges, congestion charges, or other costs incurred as a result of your use, in accordance with the terms of the rental contract with the Provider and the damage dispute process set out in clause 7 of these Terms.

4.14. Return the vehicle at the agreed time and location. Late returns may incur additional charges as set by the Provider. If the vehicle is not returned within 24 hours of the agreed return time without prior arrangement, the Provider may report the vehicle as stolen to the police.

4.15. Not smoke, vape, or allow any animals in the vehicle without the Provider’s express written consent.

4.16. You acknowledge that the Provider may impose additional conditions, including age restrictions, mileage limits, security deposits, fuel policies, and geographic restrictions. You agree to comply with any such conditions communicated to you before or at the start of the rental period.

5. Provider Responsibilities

5.1. As a Provider using the Platform, you agree to:

5.2. Maintain valid insurance coverage for all listed vehicles at all times, including either self-drive insurance or hire & reward insurance (or both) as appropriate for the rental type offered.

5.3. Add each confirmed Renter to your insurance policy before confirming a booking. Permitting a person to drive a vehicle without valid insurance may constitute a criminal offence under Section 143 of the Road Traffic Act 1988, punishable by an unlimited fine, 6–8 penalty points, and potential disqualification from driving.

5.4. Ensure all listed vehicles are roadworthy, legally compliant, properly maintained in accordance with manufacturer guidelines, and hold a valid MOT certificate (where applicable under the Road Traffic Act 1988).

5.5. Ensure all listed vehicles are properly taxed and registered with the DVLA. It is a criminal offence under the Vehicle Excise and Registration Act 1994 to keep or use a vehicle on a public road without valid vehicle tax.

5.6. Provide accurate and truthful descriptions, images, specifications, and pricing for all listed vehicles. Misleading or inaccurate listings may constitute an offence under the Consumer Protection from Unfair Trading Regulations 2008 and/or the Digital Markets, Competition and Consumers Act 2024.

5.7. Confirm or decline a booking within 48 hours of receiving the Renter’s DVLA check code. Failure to respond within 48 hours will result in automatic cancellation and full refund to the Renter.

5.8. Conduct a documented vehicle condition check with the Renter at the start and end of each rental period in accordance with clause 7 of these Terms.

5.9. Not contact Renters outside the ITIRR platform to arrange bookings or circumvent ITIRR’s commission structure. Any attempt to do so is a serious breach of these Terms and will result in account termination and forfeiture of any pending payouts.

5.10. Ensure that all Renters are provided with the Provider’s emergency contact number (via the Platform messaging system) before the start of each rental period.

5.11. Comply with all applicable UK laws and regulations, including but not limited to the Road Traffic Act 1988, the Consumer Rights Act 2015, the Consumer Protection from Unfair Trading Regulations 2008, the Digital Markets, Competition and Consumers Act 2024, UK GDPR, and the Data Protection Act 2018.

5.12. ITIRR may suspend or remove your listings without notice if your insurance expires, if a vehicle fails to meet safety or legal standards, or if ITIRR receives credible complaints about your service.

6. Insurance

6.1. Insurance for all vehicles listed on ITIRR is the sole and exclusive responsibility of the Provider. ITIRR does not provide, arrange, broker, underwrite, or guarantee any insurance cover whatsoever.

6.2. For self-drive rentals, the Provider must hold valid self-drive hire insurance that permits the Renter to drive the vehicle and must add the Renter to the policy before confirming the booking.

6.3. For chauffeur rentals, the Provider must hold valid hire & reward insurance as required by UK law.

6.4. By listing a vehicle on the Platform, the Provider confirms and warrants that: (a) their insurance policy explicitly covers the vehicle for rental or hire use; (b) the policy permits named renters to be added as insured drivers (for self-drive listings); (c) they will add each confirmed Renter to their insurance policy before confirming the booking; and (d) the insurance provides adequate cover for the type of rental offered, including third-party liability. If a Provider’s insurance does not cover rental use, the Provider must not list the vehicle on the Platform.

6.5. The Provider’s insurance is the primary cover for all accidents, collisions, third-party claims, theft, fire, and other insured events during the rental period. Security deposits held via ITIRR are not a substitute for insurance and do not cover losses that fall within the scope of the Provider’s insurance policy (see clause 7).

6.6. ITIRR requires Providers to upload proof of insurance during onboarding and may periodically request updated documentation. However, ITIRR does not independently verify the validity, scope, or adequacy of any insurance policy. The Renter is encouraged to request confirmation of insurance cover directly from the Provider via the Platform messaging system before the rental commences.

6.7. If a Provider is unable to add a Renter to their insurance policy for a confirmed booking, the booking will be cancelled and the Renter will receive a full refund of all amounts paid. The Provider may also be subject to cancellation penalties under clause 10.

6.8. Listings will be automatically suspended if a Provider’s insurance expires. Providers will receive automated reminders at 30 days, 14 days, and 7 days before expiry.

6.9. ITIRR is not liable for any vehicle damage, accidents, insurance claims, or losses arising from the rental. ITIRR does not provide, arrange, broker, underwrite, or guarantee any insurance cover whatsoever. ITIRR accepts no liability whatsoever for any claim, loss, damage, injury, or death arising from the absence, inadequacy, invalidity, or lapse of any insurance policy held by a Provider.

6.10. Renters are advised to consider taking out their own personal travel insurance and/or excess protection insurance for the duration of the rental period. ITIRR does not provide or recommend any specific insurance product.

7. Vehicle Condition, Damage & Security Deposits

Insurance as primary cover

7.1. The Provider’s motor insurance policy is the primary cover for accidents, collisions, third-party claims, theft, fire, and other insured events during the rental period. The security deposit is not intended to cover losses that fall within the scope of the Provider’s insurance policy.

7.2. The security deposit covers minor damage, cosmetic damage, and the insurance excess only — for example: scratches, scuffs, dents, interior stains, alloy wheel damage, windscreen chips, or any charges that fall below or within the Provider’s insurance excess. The deposit does not cover major accident damage, total loss, or third-party liability claims, which are matters for the Provider’s insurer.

7.3. ITIRR is not liable for any vehicle damage, accidents, insurance claims, or losses arising from the rental. The rental contract and insurance arrangements are exclusively between the Renter and the Provider.

Vehicle condition checks

7.4. Providers must conduct a documented vehicle condition check with the Renter at the start and end of each rental period, including timestamped and geotagged photographs of all four exterior sides, the interior, the dashboard mileage reading, fuel level, and any pre-existing damage.

7.5. Both parties must agree on the vehicle’s condition at handover. Any pre-existing damage not recorded at the start of the rental cannot later be attributed to the Renter.

Vehicle condition reports

7.5A. Both the Provider and the Renter are required to complete a vehicle condition report at the start (check-in) and end (check-out) of each rental period. Each condition report requires: (a) 16 guided photographs (10 exterior and 6 interior) capturing the vehicle’s condition; (b) an odometer reading; (c) a fuel level reading; (d) written notes describing any pre-existing damage or marks; and (e) a digital sign-off confirming the accuracy of the report.

7.5B. Additional damage photographs (up to 10) may be uploaded to document any pre-existing damage not captured in the standard 16-photo set.

7.5C. Vehicle condition reports form the primary evidence base for any subsequent damage claim or dispute. In the event of a disagreement, the check-in and check-out reports from both parties will be compared to determine whether damage occurred during the rental period.

7.5D. Completion of a vehicle condition report at both check-in and check-out is compulsory for both Providers and Renters. All photographs are automatically timestamped and geotagged. Failure to complete a condition report does not waive either party’s rights or obligations regarding damage, but will significantly weaken their position in any subsequent dispute, as the completed report(s) from the other party will be treated as the primary evidence of the vehicle’s condition.

Security deposit

7.6. Security deposits are set by the Provider and communicated to the Renter before booking. The full deposit amount is displayed at checkout and charged to the Renter via Stripe alongside the rental payment. ITIRR does not directly hold, control, or have access to deposit funds at any point. All deposit transactions are processed and held by Stripe Connect, a regulated payment institution authorised by the Financial Conduct Authority (FCA) under the UK Payment Services Regulations 2017 (PSR 2017) and the Electronic Money Regulations 2011. Stripe, not ITIRR, is the custodian of all funds. ITIRR’s role is limited to instructing Stripe to release or capture the deposit based on the Provider’s damage assessment and any applicable dispute outcome. The Provider determines whether damage has occurred; ITIRR does not make the damage assessment itself.

7.7. ITIRR’s 10% service commission does not apply to security deposits. Commission is charged only on the rental price.

7.8. Upon vehicle return, the Provider must inspect the vehicle in the Renter’s presence wherever reasonably possible. If no damage claim is raised through the Platform within 24 hours of the documented return time, the security deposit will be automatically released to the Renter in full. The 24-hour reporting deadline is absolute — no damage claims will be accepted after this window has passed.

Damage reporting and claims

7.9. If the Provider wishes to make a deduction from the security deposit for minor damage or excess charges, they must submit a damage claim through the Platform within 24 hours of return, including: (a) timestamped and geotagged photographs of the damage; (b) the pre-rental condition report for comparison; (c) a written description of the damage; and (d) an itemised estimated repair cost supported by a quote from a recognised garage or repair service. ITIRR instructs Stripe to release or capture the deposit based on the Provider’s instructions and any applicable dispute outcome.

7.10. The Renter will be notified immediately of any damage claim and given 72 hours to respond and, if they wish, dispute the claim through the Platform with supporting evidence.

7.11. ITIRR targets resolution of deposit disputes within 7 calendar days of the Renter’s response. This is a service-level target, not a contractual guarantee. Complex disputes may take longer where additional evidence is required from either party.

7.12. If the parties cannot agree, ITIRR follows a defined dispute resolution process. ITIRR may, at its discretion, review the evidence submitted by both parties and make a non-binding recommendation. ITIRR does not make the damage assessment itself — the Provider determines whether damage occurred and submits supporting evidence. ITIRR is not an arbitrator or mediator and its recommendation does not constitute a legal determination of liability. Either party retains the right to pursue the matter through the courts or an alternative dispute resolution (ADR) service.

7.13. Providers must not demand cash payments, side agreements, or direct bank transfers from Renters for damage claims outside of the Platform. Any attempt to do so is a serious breach of these Terms and may result in immediate account termination.

Claims exceeding the deposit

7.14. If the cost of damage exceeds the security deposit amount, the Provider must pursue recovery of the excess amount independently from the Renter under the terms of their rental contract. ITIRR is not involved in and accepts no liability for any claim, negotiation, or recovery process relating to damage costs that exceed the deposit. Such matters are exclusively between the Renter and the Provider.

7.15. For major accident damage, total loss, or third-party liability, the Provider must claim through their own motor insurance policy. ITIRR does not handle, mediate, or facilitate insurance claims of any kind.

Normal wear and tear

7.16. Normal wear and tear (including minor stone chips, light scratches consistent with normal road use, and interior wear from reasonable use) is not chargeable damage.

Deposit regulatory status

7.17. ITIRR is a booking agent and marketplace operator. ITIRR is not a payment service provider and does not require authorisation from the Financial Conduct Authority (FCA) under the Payment Services Regulations 2017 or the Electronic Money Regulations 2011. All payment and deposit processing is carried out by Stripe Connect, which is authorised and regulated as an electronic money institution. ITIRR does not directly hold, control, or have access to Renter or Provider funds at any point.

7.18. Security deposits processed through Stripe are not protected by the Financial Services Compensation Scheme (FSCS). The FSCS covers deposits held by banks and building societies authorised by the PRA/FCA. As deposits are held by Stripe (a regulated payment institution, not a bank), they fall outside FSCS protection. However, Stripe is required under the Electronic Money Regulations 2011 to safeguard customer funds in segregated accounts held with authorised credit institutions.

7.19. All deposit transactions are governed by Stripe’s terms of service, available at stripe.com/legal. By using the Platform, you agree that deposit processing is subject to Stripe’s terms in addition to these Terms.

7.20. Damage evidence (photographs, condition reports, repair quotes, and correspondence) submitted through the Platform is retained for 6 years in accordance with the Limitation Act 1980 to support potential legal proceedings.

8. Bookings, Payments & Fees

8.1. All payments are processed securely through Stripe, Inc. (“Stripe”). ITIRR does not store, process, or have access to full card details. All payment data is handled by Stripe in accordance with PCI DSS Level 1 standards.

8.2. When a Renter makes a booking through the Platform:

(a) The payment amount is authorised and held securely by Stripe until the Provider confirms the booking and verifies insurance cover.

(b) The Renter’s driving licence details are transmitted to the Provider for insurance verification purposes only.

(c) The Renter is required to submit a DVLA check code through the Platform after payment. ITIRR will transmit this code and the last 8 digits of the Renter’s driving licence number to the Provider.

(d) After receiving the Renter’s DVLA check code, the Provider must: (i) review the Renter’s driving record on the DVLA website and indicate acceptance within 48 hours; and (ii) after accepting, add the Renter to their insurance policy and confirm the booking within 5 further days. If the Provider fails to complete either stage within the applicable time limit, the booking will be automatically cancelled and the Renter refunded in full. The maximum time from DVLA code submission to full confirmation is 7 days.

(e) Providers may only decline a booking for the following reasons: (i) the Renter’s driving record does not meet their requirements; (ii) the Renter does not hold the correct licence category for the vehicle; (iii) the Provider’s insurer was unable to add the Renter to the policy; or (iv) the vehicle is no longer available for the requested dates.

(f) Where a booking is declined, the Renter will receive a refund in accordance with clause 4.6 of these Terms. Where the decline reason is eligibility failure, a £50 administration fee will be retained from the Booking Service Fee. For all other decline reasons, the Renter receives a full refund of all amounts paid. A neutral decline message will be shown to the Renter — specific driving record information will not be disclosed.

(g) The Provider receives 100% of the rental price they set, plus any delivery fee, via Stripe Connect in accordance with Stripe’s standard payout schedule. ITIRR does not deduct any commission from the Provider’s payout.

ITIRR Booking Service Fee

8.3. A 10% Booking Service Fee (“the Fee”) is charged to the Renter on every booking. The Fee is calculated as 10% of the Provider’s daily rental rate multiplied by the number of booking days, and is included in the daily price shown on all vehicle listings.

(a) The Fee is charged at checkout as part of the total payment amount and is processed by Stripe. ITIRR does not directly hold, control, or have access to payment funds at any point.

(b) The Fee covers identity verification, driving record processing, secure payment processing, booking management, and platform support.

(c) The Fee is non-refundable once a booking reaches “Confirmed” status (i.e. the Provider has accepted the driving record and confirmed insurance cover).

(d) The Fee is refunded in full if the booking is declined by the Provider, expires due to Provider inaction, or is cancelled by the Renter before the booking reaches “Confirmed” status.

(e) The Fee does not apply to security deposits or delivery fees.

(f) The Provider does not pay any commission or platform fee. The Provider receives 100% of the rental price they set.

(g) The Provider’s cancellation policy (Flexible, Moderate, or Strict) applies exclusively to the rental portion of the booking. The ITIRR Booking Service Fee is not affected by, and does not form part of, any Provider’s cancellation policy. The refundability of the Fee is governed solely by this clause 8.3.

(h) Where a Renter cancels a booking that has not yet reached “Confirmed” status and the stated reason is that they do not meet the driver eligibility requirements set by the Provider (including minimum age, penalty points, or excluded endorsements) that the Renter confirmed at checkout, ITIRR will retain a £50 processing fee from the Booking Service Fee refund. This fee covers identity verification and driving licence processing costs already initiated at the Renter’s request. The balance of the Booking Service Fee (i.e. the Fee minus £50) will be refunded, along with the rental amount in full and any security deposit in full. If the Booking Service Fee is less than £50, the full Fee is retained and no additional charge is made to the Renter. The maximum amount retained under this clause is the value of the Booking Service Fee paid. This retention is made pursuant to Regulation 36 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which permits a proportionate deduction for services partially performed at the consumer’s request before cancellation.

8.4. Security deposits, where applicable, are set by the Provider and charged to the Renter at checkout via Stripe. ITIRR does not directly hold, control, or have access to deposit funds — all deposits are processed and held by Stripe Connect. The deposit covers minor damage, cosmetic damage, and the insurance excess only (see clause 7.2). ITIRR instructs Stripe to release or capture the deposit based on the Provider’s instructions, subject to the damage claim and dispute resolution process in clause 7. If no damage is reported within 24 hours of return, the deposit is automatically refunded. The Provider determines whether damage occurred; ITIRR does not make the damage assessment itself. The Booking Service Fee does not apply to deposits.

8.5. If there is a dispute regarding the security deposit, ITIRR follows a defined dispute resolution process as set out in clause 7.12, targeting resolution within 7 calendar days. If the cost of damage exceeds the security deposit, the Provider pursues recovery independently from the Renter — ITIRR is not involved in that process (see clause 7.14). ITIRR is not responsible for any disputes between the Renter and Provider regarding damage charges or additional fees that exceed the security deposit. Such disputes are a matter between the Renter and the Provider under their rental contract.

8.6. Featured listing fees, if applicable, are non-refundable and are charged separately from the Booking Service Fee.

8.7. ITIRR reserves the right to withhold or delay Provider payouts where there is a reasonable suspicion of fraud, a pending damage dispute, or an unresolved Renter complaint.

Vehicle Delivery

8.8. Providers may offer vehicle delivery for an additional fee set by the Provider per listing. Delivery fees cover the Provider’s costs and are paid by the Renter as part of the booking total. The Booking Service Fee applies to the rental price only, not delivery fees.

8.9. Delivery addresses are shared with the Provider only after the booking is fully confirmed. Similarly, the Provider’s pickup address is only revealed to the Renter after full booking confirmation.

8.10. The Provider is responsible for delivering the vehicle to the agreed address and time. ITIRR does not arrange, manage, or guarantee delivery. Delivery arrangements must be coordinated through the ITIRR in-platform messaging system.

9. Pricing Transparency

9.1. All daily prices displayed on vehicle listings include the Provider’s daily rate plus the 10% ITIRR Booking Service Fee. The total booking cost — including the daily rate multiplied by the number of days, Booking Service Fee, delivery fee (if applicable), and security deposit — is calculated and displayed to the Renter at checkout before payment is taken.

9.2. ITIRR does not add hidden fees, charges, or surcharges after checkout. The price confirmed at payment is the price the Renter pays. This is in compliance with the drip pricing provisions of the Digital Markets, Competition and Consumers Act 2024.

9.3. Providers must not impose additional charges on Renters at the point of vehicle collection that were not disclosed in the listing or at checkout, unless those charges arise from the Renter’s breach of the rental terms (e.g. late return fees, fuel charges, traffic fines, cleaning charges for breach of the no-smoking policy).

9.4. Where a Provider offers a weekly or multi-day discount, this must be clearly stated on the listing and automatically applied at checkout.

9.5. All prices on the Platform are quoted in British Pounds Sterling (£) and are inclusive of VAT where applicable.

10. Cancellation Policies

Renter Cancellations

10.1. Cancellation policies are set by each individual Provider during the onboarding process. Providers select from three preset tiers:

Flexible: Full refund if cancelled 7+ days before pickup. 50% refund if cancelled 3–7 days before. No refund if cancelled less than 3 days before pickup.

Moderate: Full refund if cancelled 14+ days before pickup. 75% refund if cancelled 7–14 days before. 25% refund if cancelled 3–7 days before. No refund if cancelled less than 3 days before pickup.

Strict: 75% refund if cancelled 14+ days before pickup. 50% refund if cancelled 7–14 days before. No refund if cancelled less than 7 days before pickup.

10.2. The applicable cancellation policy is clearly displayed on each vehicle listing and at checkout before payment is taken.

10.3. Cancellation refunds are processed via the original payment method within 5–10 business days. If the booking has not yet reached “Confirmed” status, the Booking Service Fee is refunded in full alongside the rental amount (subject to clause 10.3A below). If the booking has already reached “Confirmed” status, the Booking Service Fee is non-refundable and only the rental amount is subject to the applicable cancellation tier refund. The Provider’s cancellation policy (Flexible, Moderate, or Strict) governs the rental portion only. The ITIRR Booking Service Fee is governed exclusively by clause 8.3 of these Terms and is not determined by, or subject to, the Provider’s cancellation policy in any circumstance.

10.3A. Where a Renter cancels a booking that has not yet reached “Confirmed” status on the ground that they do not meet the Provider’s driver eligibility requirements (minimum age, maximum penalty points, or excluded endorsement categories) that they confirmed at checkout, the following refund structure applies: (a) the rental amount is refunded in full, regardless of the Provider’s cancellation policy tier; (b) any security deposit is refunded in full; (c) the ITIRR Booking Service Fee is refunded minus a £50 processing fee retained in accordance with clause 8.3(h); (d) if the Booking Service Fee is less than £50, the full Fee is retained and no refund of the Fee is made (no additional charge beyond the Fee is made). The Provider’s cancellation policy has no bearing on any aspect of this refund structure.

Provider Cancellations

10.4. Provider cancellations disrupt Renter plans, cause financial loss, and undermine confidence in the Platform. If a Provider cancels a confirmed booking without a valid reason (as defined in clause 10.8), the following penalties will apply:

10.5. Cancellation fees (deducted from the Provider’s next payout via Stripe Connect):

(a) Cancellation made more than 14 days before pickup: £75 or 10% of the booking value, whichever is greater.

(b) Cancellation made 7–14 days before pickup: £150 or 15% of the booking value, whichever is greater.

(d) Cancellation made less than 48 hours before pickup, or Provider no-show: £500 or 50% of the booking value, whichever is greater, plus the Renter’s reasonable and evidenced additional costs (up to a maximum of £1,000) for securing alternative transport at short notice.

10.6. Additional consequences for Provider cancellations without valid reason:

(a) The Renter will receive a full refund of all amounts paid, regardless of the Renter cancellation tier.

(b) The Provider’s listing calendar will be blocked for the dates of the cancelled booking, preventing relisting for those dates.

(c) A cancellation record will be permanently added to the Provider’s account and will be visible to future Renters on the Provider’s listing page.

(d) Two or more Provider cancellations without valid reason within a 12-month period will trigger a formal review of the Provider’s account.

(e) Three or more Provider cancellations without valid reason within a 12-month period may result in account suspension or permanent removal from the Platform.

(f) Providers who cancel confirmed bookings may lose any “Top Provider”, “Featured”, or similar status badges and will be ineligible to regain such status for 6 months.

10.7. Renter compensation for Provider cancellations: Where a Provider cancels less than 7 days before pickup, ITIRR will use reasonable endeavours to help the Renter find an alternative vehicle through the Platform. If ITIRR is able to secure an alternative booking and the cost exceeds the original booking, ITIRR may, at its sole discretion, contribute towards the price difference using funds recovered from the Provider’s cancellation fee. Any such contribution is discretionary and does not constitute an obligation or admission of liability.

Valid Reasons for Provider Cancellation (Fee Waiver)

10.8. ITIRR may waive cancellation fees where the Provider can demonstrate the cancellation was caused by circumstances genuinely beyond their control, including:

(a) The vehicle has been involved in an accident or has suffered mechanical failure making it unsafe or undriveable, supported by: (i) a dated inspection report from a registered garage or mechanic on headed paper, including the garage’s name, address, and contact details; (ii) a police report or crime reference number (if the accident involved a third party); and/or (iii) timestamped and geotagged photographs taken within 24 hours of the reported incident. ITIRR reserves the right to request an independent inspection of the vehicle at the Provider’s expense.

(b) The vehicle has been stolen, supported by a police crime reference number obtained within 24 hours of discovery.

(c) A government-imposed restriction, severe weather event, natural disaster, or public emergency prevents the rental from proceeding, as confirmed by an official government or emergency services advisory.

(d) The Renter has provided false or fraudulent licence information that prevents the Provider from obtaining insurance cover, supported by written evidence from the Provider’s insurer confirming the refusal and the reason.

10.9. Providers must submit a waiver request through the Platform within 48 hours of cancellation with all supporting documentation. ITIRR will review the evidence and determine whether to waive fees at its sole discretion within 14 business days. Providing false, fabricated, or misleading information in a waiver request is a serious breach of these Terms and will result in immediate account termination, forfeiture of all pending payouts, and the full cancellation fee being applied.

10.10. Even where a fee waiver is granted, the Renter will still receive a full refund and the Provider will not receive a payout for the cancelled booking.

General Cancellation Provisions

10.11. Nothing in this clause affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including any applicable 14-day cooling-off period for distance contracts. However, as ITIRR facilitates the supply of transport services with a specific date of performance, the exemption under Regulation 28(1)(h) may apply, meaning the 14-day cooling-off period does not apply to vehicle rental bookings made through the Platform. Additionally, where a Renter has expressly requested and consented (via the acknowledgement checkbox at checkout) that ITIRR begins identity and driving licence verification services before any cancellation right has been exercised, ITIRR is entitled to retain a proportionate amount for those services already performed, pursuant to Regulation 36 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The £50 processing fee described in clause 8.3(h) represents that proportionate deduction and reflects actual costs incurred for identity verification and driving record processing initiated prior to cancellation.

11. Communication, Privacy & Reviews

Provider anonymity

11.1. ITIRR operates an anonymous provider model. At no point during the browsing, booking, messaging, or rental process does a Renter receive any Provider identity information, including but not limited to: business name, trading name, personal name, phone number, email address, website, or social media accounts.

11.2. Each vehicle listing is identified solely by a unique listing code (e.g. IT00001). This listing code is the only identifier visible to Renters throughout the entire booking lifecycle — from search results through to messages and reviews.

11.3. The exact vehicle pickup address is only revealed to the Renter after the booking is fully confirmed (i.e. after DVLA review, insurance confirmation, and Provider approval). Before full confirmation, only a general location area is displayed.

In-platform messaging

11.4. All communication between Renters and Providers must take place through the ITIRR in-platform messaging system after a booking has been confirmed and payment has been processed.

11.5. Sharing personal contact details (including phone numbers, email addresses, social media handles, or external website links) through the Platform messaging system is strictly prohibited before, during, and after a booking. Messages containing detected contact details will be blocked.

11.6. In the messaging system, Provider messages are labelled “Provider” and Renter messages are labelled with the Renter’s first name (as verified via DVLA). No business name, personal name, or contact information is displayed to either party through the messaging interface.

11.7. This policy exists to: (a) protect both parties; (b) maintain an auditable record of all communications for dispute resolution; (c) enable ITIRR to mediate disputes; (d) prevent circumvention of ITIRR’s booking and commission structure; and (e) protect Provider identity in accordance with the anonymous provider model.

11.8. ITIRR reserves the right to monitor, log, and review all platform communications to enforce these rules, to investigate complaints, and to comply with legal obligations including law enforcement requests. Messages are retained for 6 years after the associated booking is completed.

Platform conduct

11.9. Users must not use the Platform to: (a) post false, misleading, or defamatory content; (b) harass, threaten, discriminate against, or abuse other users; (c) engage in fraudulent activity; (d) distribute spam or unsolicited commercial messages; (e) infringe the intellectual property rights of any third party; or (f) impersonate another person or entity.

Reviews

11.10. Renters may leave a review after a completed booking. Reviews are tied to the vehicle listing (identified by listing code), not to the Provider’s business identity. Reviews must be honest, accurate, and based on genuine personal experience of the rental.

11.11. ITIRR does not edit, filter, or remove reviews except where they contain: (a) defamatory, abusive, threatening, or discriminatory content; (b) personal contact details or Provider identity information; (c) content unrelated to the rental experience; or (d) content that is demonstrably false and the subject of a valid complaint.

11.12. Providers may respond publicly to reviews through the Platform. Provider responses are labelled “Provider response” and do not reveal the Provider’s identity.

11.13. The purchase, fabrication, or incentivisation of reviews (including offering discounts, free services, or payments in exchange for positive reviews) is strictly prohibited. Any attempt to manipulate reviews is a breach of these Terms and may constitute an offence under the Digital Markets, Competition and Consumers Act 2024. ITIRR will remove any reviews reasonably suspected of being fraudulent and may suspend or terminate the accounts involved.

12. Identity Verification, DVLA Check Codes & Data Protection

12.1. Identity verification (Stripe Identity): ITIRR uses Stripe Identity, a regulated identity verification provider, to verify the identity of Renters and Providers during registration. Stripe Identity processes document images (driving licence or passport) and selfie/video data to confirm identity. ITIRR does not receive or store images of identity documents — only a verification status (verified / not verified) is retained by ITIRR. Stripe Identity acts as a data processor under ITIRR’s instructions and is bound by a data processing agreement in accordance with UK GDPR.

12.2. DVLA check codes: After payment, Renters are required to share a DVLA check code with the Provider. A DVLA check code is an 8-character code generated by the Renter at gov.uk/view-driving-licence using their Government Gateway account. The code permits the Provider to view the Renter’s driving licence details via the DVLA’s own systems. ITIRR transmits the check code to the Provider but does not itself query the DVLA, does not access the driving record, and does not store any information derived from the code.

12.3. Article 10 compliance: DVLA driving licence check codes may, when queried by the Provider, expose data relating to penalty points and endorsements. Such data may constitute criminal offence data within the meaning of Article 10 UK GDPR, which prohibits processing by private parties without specific legal authorisation. ITIRR does not query the DVLA, does not receive, process, or store any endorsement, penalty point, or conviction data from the DVLA. Providers who receive driving record information via a DVLA check code are solely responsible for ensuring their processing of that data complies with Article 10 UK GDPR and the Data Protection Act 2018.

12.4. Providers must handle all Renter data received through the Platform in accordance with UK GDPR and the Data Protection Act 2018. Providers must: (a) use Renter data only for insurance verification; (b) store it securely; (c) not share it with any third party other than their insurer; and (d) permanently delete it within 30 days of the rental completion, unless required for ongoing dispute resolution or legal proceedings.

12.5. ITIRR processes all personal data in accordance with UK GDPR, the Data Protection Act 2018, and our Privacy Policy.

12.6. We do not sell, rent, or share personal data with third parties for marketing purposes.

13. Intellectual Property

13.1. All content on the Platform, including but not limited to the ITIRR name, logo, design, layout, text, graphics, code, and software, is the intellectual property of ITIRR Ltd and is protected by UK and international copyright, trademark, and intellectual property laws.

13.2. You may not reproduce, distribute, modify, create derivative works of, reverse engineer, or commercially exploit any Platform content without ITIRR’s prior written consent.

13.3. By uploading content to the Platform (including vehicle photos, descriptions, and reviews), you grant ITIRR a non-exclusive, royalty-free, worldwide, perpetual licence to use, display, reproduce, and distribute that content for the purpose of operating, promoting, and improving the Platform.

13.4. You represent and warrant that you own or have the necessary rights to all content you upload, and that such content does not infringe the intellectual property rights of any third party.

14. Limitation of Liability

14.1. ITIRR acts as a booking agent only. To the maximum extent permitted by applicable law, ITIRR excludes all liability for:

(a) The condition, safety, roadworthiness, fitness for purpose, or legal compliance of any vehicle listed on the Platform.

(b) Any loss, damage, injury, death, or claim arising from the use of any vehicle booked through the Platform.

(d) The validity, scope, adequacy, or existence of any insurance policy held by any Provider.

(e) Any loss arising from the cancellation of a booking by a Provider, including consequential losses such as travel costs, accommodation, or alternative transport, except as expressly provided in clause 10.7.

(f) Any technical failure, interruption, error, virus, or security breach affecting the Platform, including any resulting data loss.

(g) Any loss arising from a Renter’s or Provider’s reliance on information provided by the other party through the Platform, including vehicle descriptions, insurance status, or driving licence details.

(h) Any loss, delay, or failure relating to Stripe’s processing, holding, or release of deposit or payment funds. Stripe is an independent regulated payment institution and ITIRR does not control or guarantee Stripe’s services.

(i) Any loss arising from the deposit dispute resolution process, including the outcome of any non-binding recommendation made by ITIRR under clause 7.12.

14.2. Exclusions that cannot be limited by law: Nothing in these Terms excludes or limits ITIRR’s liability for: (a) death or personal injury caused by ITIRR’s own negligence; (b) fraud or fraudulent misrepresentation by ITIRR; or (c) any other liability that cannot be excluded or limited under applicable law, including under the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977.

14.3. To the extent that any liability of ITIRR is not excluded by clause 14.2, ITIRR’s total aggregate liability under or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total commission earned by ITIRR on the relevant booking, or £500, whichever is greater.

14.4. ITIRR shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, loss of business, loss of goodwill, or loss of enjoyment, howsoever arising.

14.5. ITIRR does not guarantee that the Platform will be available at all times, uninterrupted, error-free, or free from security vulnerabilities. We will use reasonable endeavours to maintain availability but accept no liability for downtime, data loss, or service interruption.

14.6. Each provision of this clause 14 operates separately. If any part is found to be unreasonable or unenforceable, the remaining parts shall continue to apply.

15. Indemnity

15.1. You agree to indemnify, defend, and hold harmless ITIRR Ltd, its directors, officers, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

(a) Your use of the Platform or any vehicle booked through the Platform.

(b) Your breach of these Terms or any applicable law or regulation.

(d) Any claim made by a third party as a result of your actions or omissions.

(e) For Providers: any claim arising from the condition of your vehicle, your insurance arrangements, your failure to add a Renter to your insurance policy, or your rental contract with any Renter.

(f) For Renters: any claim arising from damage to a vehicle, traffic offences, or injury to third parties during the rental period.

15.2. This indemnity does not apply to the extent that any claim arises directly and solely from ITIRR’s own proven negligence, fraud, or breach of statutory duty.

16. Disputes Between Renters and Providers

16.1. In the event of a dispute between a Renter and a Provider, ITIRR will use reasonable endeavours to facilitate resolution through its in-platform messaging system and, where appropriate, by reviewing evidence submitted by both parties. However, ITIRR is not obligated to resolve any dispute and does not act as a formal arbitrator or mediator.

16.2. The rental contract is between the Renter and the Provider. Any legal claims relating to the rental (including claims for damage, personal injury, breach of contract, insurance, or negligence) should be directed to the other party to the rental contract, not to ITIRR.

16.3. ITIRR may, at its sole discretion, issue refunds, credits, or other remedies where it determines that a user’s experience has been materially affected by circumstances beyond their control. Any such action is purely discretionary and does not constitute an admission of liability or create a precedent for future cases.

16.4. Where a dispute involves allegations of fraud, criminal activity, or serious safety concerns, ITIRR may report the matter to the relevant authorities and share relevant Platform data as required by law.

17. Complaints Procedure

17.1. If you are dissatisfied with any aspect of the ITIRR service, you may submit a formal complaint to complaints@itirr.com.

17.2. ITIRR will acknowledge your complaint within 3 business days and aim to provide a full substantive response within 14 business days.

17.3. If you are not satisfied with our response, you may refer the matter to an alternative dispute resolution (ADR) provider. Details of our nominated ADR provider will be published on this page once appointed.

17.4. You may also contact your local Trading Standards office via the Citizens Advice consumer service at citizensadvice.org.uk or by phone on 0808 223 1133.

17.5. Nothing in this clause affects your right to take legal action through the courts of England & Wales, or the courts of your country of domicile if you are a consumer.

18. Account Suspension & Termination

18.1. ITIRR reserves the right to suspend or terminate any account that:

(a) Violates these Terms of Service.

(b) Provides false, misleading, or fraudulent information.

(d) Attempts to circumvent the Platform, including arranging bookings directly with Providers or Renters to avoid ITIRR’s commission.

(e) Receives repeated credible complaints from other users.

(f) For Providers: allows insurance to lapse, fails to maintain vehicle standards, fails to respond to booking requests, or repeatedly cancels confirmed bookings.

(g) For Renters: causes damage and refuses to engage with the damage claim process, or provides false licence information.

18.2. ITIRR will, where reasonably practicable, provide at least 7 days’ notice before terminating an account, together with written reasons for the action. However, ITIRR may act immediately and without notice where it reasonably believes there is an imminent risk of harm, fraud, criminal activity, or legal non-compliance.

18.3. Upon termination, any pending bookings will be cancelled and Renters will receive full refunds. Any outstanding commission, cancellation fees, or other amounts owed to ITIRR remain payable and may be recovered from pending payouts or by other lawful means.

18.4. You may close your own account at any time by contacting hello@itirr.com, provided there are no active bookings, pending damage claims, or outstanding balances on your account.

19. Force Majeure

19.1. ITIRR shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond ITIRR’s reasonable control, including but not limited to: natural disasters, pandemics, epidemics, government actions or restrictions, war, terrorism, civil unrest, strikes, industrial action, power failures, internet or telecommunications outages, cyberattacks, or acts of third parties (including Stripe, hosting providers, or other service providers).

19.2. Where a force majeure event continues for more than 30 consecutive days, either party may terminate the affected obligations by giving written notice.

20. Severability

20.1. If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be severed from these Terms to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

20.2. Where a provision is found to be unenforceable but would be enforceable if modified, the provision shall be deemed modified to the minimum extent necessary to make it enforceable.

21. Waiver

21.1. No failure or delay by ITIRR in exercising any right or remedy under these Terms shall constitute a waiver of that right or remedy. A waiver of any right or remedy on one occasion does not prevent ITIRR from exercising that right or remedy on any future occasion.

22. Entire Agreement

22.1. These Terms, together with our Privacy Policy, constitute the entire agreement between you and ITIRR in relation to your use of the Platform and supersede all prior agreements, representations, understandings, or discussions, whether oral or written.

22.2. You acknowledge that you have not relied on any representation or statement not set out in these Terms.

23. Third-Party Rights

23.1. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Terms.

24. Governing Law & Jurisdiction

24.1. These Terms of Service are governed by and construed in accordance with the laws of England & Wales.

24.2. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England & Wales.

24.3. If you are a consumer, nothing in this clause affects your statutory rights, including your right to bring proceedings in the courts of your country of domicile.

25. Changes to These Terms

25.1. ITIRR reserves the right to update these Terms of Service at any time.

25.2. We will notify registered users of material changes via email at least 30 days before the changes take effect.

25.3. Continued use of the Platform after the effective date of any changes constitutes acceptance of the updated Terms.

25.4. If you do not agree to the updated Terms, you must stop using the Platform and close your account before the effective date.

25.5. Previous versions of these Terms will be archived and available on request by emailing legal@itirr.com.

26. Contact

26.1. General enquiries: hello@itirr.com or visit our Contact page.

26.2. Legal and terms enquiries: legal@itirr.com

26.3. Privacy and data requests: privacy@itirr.com

26.4. Complaints: complaints@itirr.com

26.5. Security concerns: security@itirr.com

26.6. ITIRR Ltd, registered in England & Wales. Company No. [PENDING]. Registered address: [PENDING].

Important notice: These Terms are provided for the purpose of operating the ITIRR platform. They do not constitute legal advice. ITIRR recommends that all Providers and Renters seek independent legal advice regarding their rights and obligations, including insurance, liability, and data protection.