Terms of use

1. Key definitions

Platform

The joldar.com website and the Joldar mobile app, and the services provided through them.

Joldar, we

JoldarCom LLP, BIN 261140002202, 280 Baizakov St, Almaty, the owner and operator of the platform.

User, you

An individual registered on the platform: a host or a renter.

Host

A user who has listed their car on the platform for rent (the registered owner of the car or their representative under a power of attorney).

Renter

A user who has booked a car through the platform for temporary possession and use.

Rental contract

A contract for the lease of a car without a crew (that is, without a driver), concluded between the host and the renter through the platform; it is generated as a PDF for each booking, and the renter signs it with an SMS code before check-in.

Trip

The period from the moment check-in is confirmed to the moment check-out is confirmed.

Service fee

The fee of 10% of the rental price that the renter pays for the platform’s services (5% when renting again from the same host).

2. Subject of the agreement and Joldar’s role

These terms set out the rules for using the platform between you and Joldar. Joldar provides hosts and renters with information and technical services for finding each other, concluding a rental contract, making payments and documenting the trip.

Joldar is not a party to the rental contract, not the owner of the cars, and not a carrier, a rental company or an insurer. Rights and obligations under the rental contract arise only between the host and the renter. As the platform operator and the host’s settlement agent, Joldar accepts payment from the renter on the host’s instructions and arranges its transfer to the host; a renter’s payment through Joldar counts as payment to the host. Card transactions are processed by a licensed bank or payment institution.

The host is responsible for the car’s technical condition, the validity of its documents and the accuracy of the listing. Joldar carries out moderation but does not guarantee that the information in a listing is fully accurate.

3. Registration and account

• Registration is by phone number; the number is confirmed with an SMS code.
• The platform may be used by individuals over 18 with full legal capacity. To rent a car, you must be at least 21 and have at least 2 years of driving experience.
• Identity verification (KYC) is required before booking or listing a car: ID card, driver’s license (for renters), selfie.
• Each person may open only one account. An account may not be transferred, sold or used on someone else’s behalf.
• You are responsible for all activity in your account. If you lose your phone or notice unauthorized access to your account, contact support immediately.
• The information you provide must be true and up to date; if it changes, you must update it.

4. Booking and concluding the rental contract

The rental contract between the host and the renter is considered concluded when the renter sends a booking and the host accepts it (with instant booking, when the system confirms it). The terms of the contract are: the listing, the booking details (dates, price, location), these terms, the Policies and the selected protection plan.

If the host does not reply to a request within 60 minutes, the request is automatically declined. The rules for cancellations, no-shows, late returns and extra charges are set out in the Policies.

A rental contract is generated for every booking. The renter signs it with an SMS code before check-in; the host accepts its terms by publishing the listing and confirming the booking (or by enabling instant booking). The contract and the check-in and check-out reports are stored electronically in the app, and either party can download them as a PDF.

Order of precedence: between Joldar and a user, the Public offer prevails, then these terms, then the Policies and the Insurance & protection page; on rental matters between the host and the renter, the rental contract made for the booking prevails over the Policies and the listing. The rental contract does not change Joldar’s role, fees or liability. Mandatory provisions of law prevail over all documents.

5. Payments and fees

Rental price

The daily price set by the host × number of days; +15% on weekends, −10% for 7+ days, −25% for 30+ days (if the host enables them).

Service fee

10% of the rental price, paid by the renter. When renting again from the same host: 5%. This is an incentive, not a right; Joldar may change the fee for future bookings.

Protection plan

Basic 0 ₸, Standard 3 500 ₸, Premium 6 000 ₸ per day.

Delivery fee

Set by the host and paid entirely to the host.

When payment is charged

The card is saved when booking. The trip price is charged 3 days before the trip starts; for a trip that starts sooner, the amount is held when the request is sent and charged when the booking is confirmed. A trip of 14 days or more is paid weekly, 3 days before each week starts. If the bank declines a charge, the renter pays in the app no later than 12 hours before the trip starts (within 1 hour if the charge is declined later); otherwise the booking is cancelled automatically as a cancellation by the renter. Details are in the Policies.

Early return

Weeks of a weekly-paid trip that have started are not refunded. With at least 24 hours’ notice, weeks starting at or after the new return time are cancelled; without notice, a week starting within 24 hours after check-out is still charged. The length discount is re-priced on the days actually billed, and the difference is charged at check-out. Details are in the Policies.

Cancellation fee

If a booking is cancelled less than 24 hours before the trip starts (including automatically for non-payment) and the trip money was not charged, the first day’s rental is charged to the card; if that charge fails too, it is a debt the renter pays in the app.

Debts and restrictions

While the renter has an open debt (an unpaid Joldar invoice, a fine not paid by its deadline) or a booking with an overdue payment or a deposit hold that could not be renewed, they cannot make new bookings or extend trips; a trip under way is not stopped. Once everything is paid, the restriction lifts by itself.

Host’s share

70%, 80% or 90% of the rental price, depending on the chosen earnings plan. The remainder is the platform’s fee. Hosts are paid only from money actually collected from the renter; Joldar does not guarantee the renter’s payment.

Set-off

The host’s penalties owed to Joldar (cancellation, no-show, invalid claim) and amounts due back to the renter are deducted from the host’s payout.

Deposit

30 000–150 000 ₸ depending on the car class; held on the card at check-in and released within 3 business days after check-out.

Additional charges

Fuel (290 ₸/l), extra km, late return, cleaning, fines, as set out in the Policies.

All payments are made in tenge through a licensed payment provider. You agree that the platform may use your card token to charge the payments provided for in these terms (including the trip price on its schedule, the difference on an early return, the cancellation fee, fines and damage compensation) without your additional confirmation.

6. User content, reviews and conduct

You are responsible for the content you post or send on the platform: chat messages, the message with a booking request, questions to hosts, reviews and replies to them, listing texts and photos, and the name and photo in your profile. Content must be truthful and lawful and must not infringe other people’s rights.

Joldar has no tolerance for objectionable content or abusive users. Accounts that post objectionable content, or that insult, threaten or harass other users, are removed from the platform.

The following are prohibited on the platform:

• Obscene language and insults.
• Hate speech: content that attacks or demeans people because of their ethnicity, race, religion, sex, sexual orientation, disability or any other characteristic.
• Sexual texts, images or propositions.
• Threats, calls to violence, harassment, and repeated messages to someone against their will.
• Fraud, spam, advertising, and offers to pay or make arrangements outside Joldar.
• Publishing another person’s personal data without their consent, or impersonating someone else.

Ratings and reviews

After every trip the parties rate each other and write reviews. Reviews must be based on genuine experience. It is prohibited to offer payment for a review, to pressure someone into writing a review, or to demand that a review be changed. Joldar may refuse to publish, or may remove, reviews that break this section or the Policies (insults, personal data, advertising, off-platform contact details). Otherwise, Joldar does not edit reviews and is not responsible for their content.

Checks before publishing

Chat messages, the message with a booking request, questions to hosts, reviews and replies, listing texts and profile names are checked automatically before they are published; you agree to these checks. Text with obscene language, insults, hate speech (ethnic or homophobic slurs), sexual content or threats is not published: you see an error and can rewrite it, and the attempt is passed to Joldar moderation. Masking of contact details and flagging of off-platform payment are described in section 7.

Reporting

Any signed-in user can report a chat message, a review or a reply to it, a car listing or a user profile, in the app and on the site: from the “…” menu or, for a message, also by a long press. Reasons: spam; harassment or abuse; fraud or payment outside Joldar; inappropriate or sexual content; other. A comment can be added. The report is confirmed at once. Joldar reviews every report within 24 hours and tells the person who made it that it has been reviewed; the decision itself is not disclosed. Each person can report the same item once, and the number of reports is limited.

Blocking

A user can block another user from the chat, from that user’s profile or from a booking. While the block is in place, the blocked user cannot write to you, ask about your cars or send you new booking requests, and you cannot do so either. In the Joldar app their cars do not appear in your search. The blocked user is not notified. You can see and lift your blocks in account settings → Blocked users.

Blocking during a trip

A block applies at once to new messages, questions and bookings. The chat of a trip that is already confirmed or under way stays open until the trip ends, so the car can be handed over and returned. If a block is made during such a trip, Joldar support is alerted automatically. A booking request not yet accepted can no longer be accepted after a block: it can be declined or cancelled, or it expires.

Moderation measures

Following a report or a check, Joldar may hide a message, the text of a review or a reply to it, remove a listing’s description or pause the listing, remove a profile photo, warn the user (a strike recorded on the account) or suspend the account. A suspended account cannot book, send messages or publish listings; a trip already under way can be finished. Repeated violations lead to suspension. In severe cases (threats, violence) the account may be suspended at once and, where the law requires it, the information is passed to law enforcement. Suspension and closure of accounts are governed by section 10.

If anyone’s life is in danger, call 112 immediately, then write to support in the app.

7. Prohibited actions

• Using the platform for unlawful purposes, for fraud or to deceive others.
• Inviting others to pay or make arrangements outside the platform, or bypassing the service fee; renting a car found on Joldar, or paying for such a rental, outside the platform, including a repeat rental from the same person. Such deals are not covered by the rental contract, the protection plan, the deposit or Joldar’s help with disputes.
• Publishing forged documents, other people’s data or fictitious listings.
• Interfering with the platform’s operation, collecting data automatically (scraping) or bypassing security systems.
• Insulting, threatening, harassing or discriminating against other users, or posting or sending content prohibited by section 6.
• Breaking the restrictions on car use set out in the Policies.

Phone numbers are shown to the other party only from 24 hours before the trip starts until 24 hours after it ends; at other times you communicate through the in-app chat. You agree to automated moderation of the chat for safety and fraud prevention: contact details are masked, mentions of off-platform payment are flagged, and flags are reviewed by Joldar staff. For an off-platform deal, the first confirmed violation results in a written warning and the second in account suspension (no new bookings, listings hidden; trips already under way can be finished).

8. Liability and its limits

The parties are liable to each other for failing to fulfill their obligations under the rental contract in accordance with the Civil Code of the Republic of Kazakhstan and these terms. Joldar is liable for improper provision of its services in the manner established by law.

Joldar is not liable for the actions or omissions of hosts and renters, for the technical defects or documents of the cars, or for outages of third parties (banks, telecom operators, government services). Losses compensated by Joldar are limited to actual damage and do not exceed the fee Joldar received for the booking in question. This limit does not apply to an intentional breach by Joldar or where the law, including consumer protection law, does not allow it.

A user who breaches these terms, the Policies or a rental contract compensates Joldar for the losses caused by the breach: amounts paid on claims of third parties and government authorities, fines, and collection and legal costs.

Force majeure (natural disasters, states of emergency, decisions of government authorities) releases the parties from liability for temporary non-performance of their obligations.

9. Intellectual property

The platform’s software code and design, and the Joldar name and logo, belong to JoldarCom LLP. They may not be copied, modified or used for commercial purposes without Joldar’s written permission.

You keep the rights to the content you upload to the platform (car photos, descriptions, reviews). By uploading it, you grant Joldar a free, perpetual, non-exclusive license to display this content on the platform and in its advertising. Identity verification documents and selfies are never used in advertising.

10. Suspending and closing an account

Joldar may suspend or close an account without notice if these terms or the Policies are broken, if fraud is suspected, if a user’s safety is at risk, or if the law requires it. The reason for the decision is communicated to the user in writing, except where the law prohibits this.

While a case is being reviewed, Joldar may hold the host’s payout up to the disputed amount, cancel upcoming bookings with a full refund to the renter, and hide listings. A user who has been permanently blocked may not open a new account.

You may close your account at any time. Closing it does not release you from obligations for unfinished trips and unpaid debts.

If you disagree with the decision, you can send a request for review to support@joldar.com within 10 days.

11. Changes to the terms

Joldar may change these terms unilaterally. The new version is published on this page, and users are notified through the app at least 10 days before it takes effect. Continuing to use the platform after the new version takes effect means you accept the changes.

Changes do not apply to bookings confirmed before they were published.

12. Electronic agreement, disputes and governing law

The parties recognize confirmation with an SMS code (a digital confirmation) as the equivalent of the user’s handwritten signature. Entering the SMS code during registration, booking and the conclusion of a rental contract counts as signing the relevant document, and the document is considered concluded in written electronic form. The time of confirmation, the phone number, the account and the document version are stored in Joldar’s system and used as evidence. Where necessary, the parties may also sign with a digital signature (EDS).

These terms are governed by the laws of the Republic of Kazakhstan. Disputes are first resolved through negotiation via Joldar support; the response time for a complaint is 15 business days.

If no agreement is reached, the dispute is heard by the courts of Almaty. This provision does not limit a consumer’s statutory right to choose jurisdiction.