Orient Rent a Car

Rental Terms and Conditions

Orient Rent a Car– Standard Booking Terms & Conditions | 1 Orient Rent a Car– Standard Booking Terms & Conditions Please read this document carefully before completing your booking, as it contains important information regarding your reservation and rental. It includes details on what to bring when picking up the vehicle and your responsibilities during the rental period. At the time of pick-up, you will receive a Rental Agreement that may include location-specific terms and conditions or variations from the General Conditions provided during booking. We strongly recommend reviewing the sections on “Accidents, Theft, and Damage” and “Waivers” carefully.

Our goal is to ensure you have a smooth and enjoyable rental experience with all necessary information in advance. Taking a few minutes to read this now can save you time later.

Making a booking A booking

allows you to reserve a vehicle and optional extras for a specific pick-up date, time, and location for the agreed rental period. To proceed with the rental, you must meet our Rental Requirements and sign the Rental Agreement upon vehicle collection. The Rental Agreement is a legally binding contract between you and Orient Rent a Car, finalized at the time of pick-up, provided all Rental Requirements are met. Please note that a booking itself is not a Rental Agreement. The Rental Agreement is governed by the laws of the country where the vehicle is collected. By making a booking, you consent to receive these Booking Terms & Conditions, General Conditions, and Location-Specific Conditions electronically via the email address you provided.

Pay Now and Pay at Location Bookings

 For ‘Pay Now’ bookings, you pay for the rental period and any optional extras at the time of booking. However, not all optional extras can be prepaid. Any optional extras that cannot be prepaid will be subject to ‘Pay at Location’ terms. If an optional extra is pre-booked but not prepaid, it will be marked as ‘Pay at Location,’ and the applicable conditions will apply. For ‘Pay Now through the website’ bookings, you reserve a vehicle in advance and make a payment within 48 hours using a credit/debit card. Please note that for all website bookings, only ‘Book Now, Pay Now’ is allowed; ‘Pay at Location’ is not an option. If you fail to cancel your booking and do not show up, a non-cancellation fee will apply. Please refer to the ‘Cancellations’ section for more details. By choosing ‘Pay Now’, you agree to the booking terms and authorize the rental provider to charge your payment card for the non-cancellation fee when you:

1. Click the ‘Book Now’ button while booking online, or
2. Provide your payment details and confirm a ‘Pay at Location’ booking through any other method (e.g., by phone).

The laws of the Kingdom of Jordan apply to this booking.

 

Modifying Your Booking

may modify your booking (whether ‘Pay Now’ or ‘Pay at Location’) at any time before the scheduled pick-up date by calling Reservations or managing your booking online (if available). While changes may be possible on the day of pick-up, you must check with Reservations for availability. Once your booking is modified, we will send a revised booking confirmation email with the updated booking details and the new payment amount to the email address you provided. You All change requests are subject to availability and may result in a price adjustment, as the revised booking will be charged at the rates available on the date of modification.

• If the updated ‘Pay Now’ amount is higher than what you originally paid, you must pay the difference.
• If the updated ‘Pay Now’ amount is lower than what you originally paid, no refund will be issued. However, if you choose to purchase optional extras at the time of vehicle collection, you may use the difference as credit toward those extras.

There is no fee for modifying a booking. However, if the change effectively results in a cancellation, a cancellation fee may apply. If you create a new booking, you may be eligible for a refund. Please contact Customer Services for further details. Cancellations & No-Show Policy You may cancel your booking at any time before the scheduled pick-up date by contacting Reservations or managing your booking online (if available). Depending on when you cancel, a cancellation fee or non-cancellation fee may apply. The fee is determined based on the type of booking, the notice period given, and the pick-up location. Cancellation Policy

• Pay Now Option: The full prepaid amount will be refunded, minus a 50 JOD (excluding tax) processing fee as compensation to Orient Rent a Car. If the booking value exceeds 50 JOD, Orient Rent a Car will refund any amount exceeding 50 JOD as compensation.
• Pay At Location Option:
• If you cancel 48 hours or more before the scheduled pick-up time, no charges are applicable.
• For cancellations within 48 hours of pick-up, cancellation fees may apply. Please contact Customer Support for further policy instructions.

Add-On Purchase: You can purchase an add-on at the time of booking, allowing free cancellation up to the pick-up time.

Early Returns: If you return the vehicle before the originally booked return date, no refund will be issued. A one-day rental fee will be charged, and the remaining balance will be credited to your account for future bookings. Credits are non-transferable and cannot be redeemed for cash or card refunds.

Force Majeure: In the event of a war or regional conflict in the Middle East that affects Jordan, or flight cancellations beyond the client’s control, and an extension or full cancellation of the rental is required, Orient will not issue any refunds. However, the cancellation charge will still apply, and the remaining amount will be credited to the client’s account for future use. If the booking dates are changed, Orient cannot guarantee the same pricing.

Requesting a Refund

Contact us:

To request a refund, you must contact Customer Services in writing. Refund processing may take up to 40 days, depending on your card provider. Orient Rent a Car is not responsible for any delays caused by your card provider.

Refund Processing Times:

 All refunds — including those for security deposits, early returns, cancellations, or any other reason — will be processed according to the company’s scheduled refund dates, which occur on the 1st and 15th of each month. Refunds may take up to 30 working days (excluding holidays) to be completed.

 Blocked or Cancelled Client Card:

 If the client made the payment by card and the card was later blocked or cancelled, Orient cannot process a refund of the security deposit to that card and bears no responsibility for the refund failure. However, upon the client’s written request via email, Orient may issue the refund amount or deposit as credit to the client’s account.

No Show

 If you do not cancel the reservation before the time of pick-up and the rental vehicle is not picked up on the rental date, no portion of the prepaid amount will be refunded. Orient reserves the right to use any client credits or deposits from the past year to cover the no-show amount.

The price

vehicle rental price is calculated based on the following factors:

• The requested start and end dates and times of the rental.
• The rental location(s).
• The duration of the rental. The
• The type of vehicle you have requested.

The price of optional extras – such as baby seats, additional driver(s), excess reduction products, delivery charges, and GPS devices – is also calculated based on the requested start and end dates, times, and the rental location from which you will pick up the vehicle. Unless otherwise stated, the price includes all mandatory costs, such as vehicle tax, local taxes, and any applicable location surcharge. Please note that some locations—particularly airports and certain city center areas—may charge an additional location surcharge due to the higher costs of operating in these areas. This surcharge will be included in the price quoted to you but may appear as a separate item on your rental contract or receipt.

Rental Requirements

Booking Reference

You must bring your reservation number or booking confirmation email with you. It will help the location find your details so you can get on your way as quickly as possible.

Driving License

We may refuse to allow any driver to operate the vehicle if they:

• Do not hold a valid full driving license for use in the country of rental for the entire rental period.
• Have not brought an international driving license or an official translation of their license (if applicable).
• Have not held their driving license for the minimum period required by the rental location.
• Have driving-related convictions.
• Do not meet our security or credit checks.

For more information, please refer to the Location Conditions – Driving License and ID Requirements or contact Reservations.

International Driving License Requirements

 Drivers must bring an international driving license or an official translation in the language of the country of rental if:

• Their driving license was issued in Europe and they are renting in a country outside of Europe.
• Their driving license was issued in a non-European country, and they are renting outside of that country.
• Their driving license was issued in a non-Roman alphabet (e.g., Arabic, Chinese, Greek, Russian, Hebrew, Japanese, or any other similar non-Roman alphabet-based languages).

 Driver Responsibility Drivers are responsible for checking the statutory requirements in the country where they intend to drive. If a driver’s current driving license does not show the full period they have held it, they must bring their previous driving licenses or a letter from the licensing authority confirming they have held the license for at least the minimum required period.

Proof of Identity, Photo ID and Proof of Address

Please note that not all locations accept a driving license as a valid form of identity or proof of address. Therefore, the person hiring the vehicle must provide proof of their identity, such as a valid passport or identity card/document.

The photo ID must be clearly recognizable. For non-Jordanians, a scan of the passport must be provided during the booking process. Additionally, the person hiring the vehicle must provide proof of their address. Accepted documents include a recent utility bill or a bank statement showing the address.

At the time of vehicle handover (pickup) and return, the driver’s license must be shown to verify the identity of the driver. We are required to capture and view the driver’s license during both the pickup and return process. Drivers must ensure that their postal address, license ID number, contact details are clearly indicated in the rental agreement.

Email Address Requirement

A valid and verified email address is required for every booking. Our primary method of communication is email, and it is essential that clients regularly check their inbox for important updates and notifications related to their booking. If there is no email address linked to the identity of the person making the booking, we will not proceed with the reservation.

Payment Methods

We generally accept Visa, American Express, MasterCard. For more information, please read the Location Conditions – Payment Section or call Reservations. You must bring the payment card used to make your booking as it is used as a form of identity check to ensure the vehicle is given to the person who made the booking. For certain high-value vehicles, you must bring two payment cards in the name of the person who made the booking who must also be the main driver. Please look at your booking confirmation email, or call Reservations. The name on the payment card(s) must be the same as the name on the driving license for the main driver.

If you don’t have the payment card used to make the booking with you, we reserve the right to cancel your booking and to charge your payment card on record for damages we have incurred (to the extent legally permissible). The rental location may, at its sole option, still rent to you if they have another vehicle available and you meet all rental requirements and security checks, but you will have to pay the ‘Pay at Location’ prices available on the day, as this will be treated as a new rental. The client must inform us of the payment method desired before the delivery of the vehicle, at confirmation of booking to prepare for it.

Pre-Authorizations and Security Deposits

Before renting a vehicle, an approved payment card in your name must be provided, with sufficient available funds to cover a pre-authorization or security deposit.

What is a Pre-Authorization or a Security Deposit?

• Pre-Authorization:

A pre-authorization temporarily holds a specified amount in your account. While the money is “on hold,” it is not deducted, though it may appear so in your bank balance. Once the rental is completed, the card provider will release the pre-authorization.

Important: If a pre-authorization hold is applied, the client must sign a pre-authorization form at the time of vehicle handover.

• Security Deposit:

A security deposit is an actual charge deducted from your account. Unlike a pre-authorization, this amount is transferred from your account and cannot be used for other payments.

Deposit Payment Methods & Holding Period

We accept cash and card payments for security deposits. The method of handling the deposit depends on the rental duration:

For rentals of 7 days or less: A pre-authorization hold is placed on the payment card for 14 days, and a pre-authorization form must be signed at the time of vehicle handover. The client authorizes Orient to retain and use the security deposit for up to 45 days from the date the vehicle is returned. Orient is legally entitled to deduct any unpaid charges incurred by the client during the rental period.

For rentals longer than 7 days: A sale transaction is processed on the payment card instead of a pre-authorization hold.

Deposit Currency for Online Card Bookings

• For online card payments, security deposits are accepted only in Jordanian Dinars (JOD) and US Dollars (USD).
• Even if the booking is made in another currency, the security deposit will be processed in JOD.
• At the vehicle handover, the customer has the option to request a cancellation of the security deposit transaction and pay in cash in their preferred currency.

Final Payment & Refund Process

• At vehicle return, the final rental amount will be calculated and charged using the payment card provided.
• If the final charges exceed the security deposit, the customer must pay the difference.
• If the final charges are lower, a refund will be processed to the original payment method.
• If a different payment method is used, the pre-authorization on the original card will remain until released by the card provider.
• Orient Rent a Car is not responsible for delays in pre-authorization releases or refunds; these are managed by your card provider and may take up to 40 days.

Security Deposit Rules Based on Booking Type

• Corporate Agreement Bookings: The required deposit amount depends on the signed agreement between Orient Rent a Car and the corporate client.
• Personal Reservations Through a Corporate Account: The deposit amount depends on the signed agreement with the corporate client.
• Standard Personal Bookings: The standard security deposit is 350 JOD, but at certain times, it may be lower, depending on ongoing promotions or policies.

 

Deposit Holding Period: The full deposit amount is held for 30 days from the vehicle return date before it is released.

Cash Deposit Refund Policy: A refund request email must be sent at least 48 hours before the intended collection day. Please email operationteam@Orient.jo or system@Orient.jo to request the refund. The email must be sent from the same email address registered in the system.

Uncollected Cash Deposits: Any cash deposit not collected within the same year of the vehicle’s return will be forfeited and cannot be refunded. For example, if the vehicle was returned on 06/06/2025, the client must collect the deposit no later than 31/12/2025.

Exceptions & Special Cases

• If a customer cannot provide the deposit in cash (e.g., travelling abroad), a bank transfer refund may be requested.
• International bank transfer fees will be deducted from the refunded amount based on the agreed Orient rate.
• If an exception allows a credit/debit card for the deposit, the full security deposit will be charged plus applicable Visa/MasterCard fees and refund processing fees after the set holding period.

Authorization for Security Deposit Payment by a Third Party

If a customer wishes for their security deposit to be taken by another person, they must provide written authorization as follows:

1. Email Authorization:

• The customer must send an email from their registered email address stating their approval.
• The email must include full details of the authorized person, including their full name, ID/passport number, and contact details.
• Email our team at info@orientrentacar.com

2. Handwritten Authorization (if applicable):

• We no longer accept handwritten authorization. Only by email.

 

 Important:

• The second person must present a valid ID or passport at the time of deposit payment.
• Orient Rent a Car reserves the right to verify and approve such requests before processing.

Driver Age Restrictions        

• Age limits vary by vehicle type and rental location.
• Drivers under the minimum age for the vehicle will be offered an alternative vehicle, if possible.
• Drivers above a certain age may need to provide additional documents to prove their fitness to drive.
• A surcharge may apply for drivers under the minimum age or over the maximum age.
• Drivers outside the allowed age range cannot rent a vehicle.
• For more information, refer to Location Conditions – Age Information or contact Reservations

 

Unacceptable Behavior

The rental location may refuse to rent to you or anyone in your party if there is unacceptable behavior, such as:

• A driver under the influence of any substance.
• Abusive or threatening behavior towards staff or customers.

Security Checks

By booking, you agree to identity, security, driving license, and credit checks for you, any additional drivers, and the person paying for the rental. The rental location may refuse the booking if any party fails the checks or is deemed high-risk. Providing false or inaccurate information will result in a breach of contract, and you will be responsible for any incurred costs.

Availability Vehicles

• If the booked vehicle group is unavailable, the rental location will offer a higher group at no additional cost, or a lower group with a refund for the difference.
• If a larger vehicle is unavailable, you may receive multiple vehicles or alternative transport until a vehicle in your group becomes available.
• In case no vehicles are available, you are entitled to a full refund.

Optional Extras

If pre-booked extras are unavailable, the rental location will attempt to source one from another location. If this isn’t possible, you may be reimbursed or refunded.

For a refund, contact Customer Services with your booking reference number.

Use of your Personal Information

By booking, you consent to the use and transfer of your personal information for the duration allowed by law, as outlined in this section. We use your data for the following purposes:

• Processing your booking and rental.
• Identity, security, driving license, and credit checks.
• Communicating relevant services or offers, if permitted by law. We will not share your data with third parties for unrelated marketing. You can opt out of promotional communications at any time. Your personal data may be shared with:
• The vehicle rental provider, within or outside Jordan, for the purpose of fulfilling your rental.
• Authorities, if required by law or for verification purposes.
• Third parties for fraud prevention and customer surveys.

You have the right to access, correct, or delete your personal data, subject to applicable privacy laws. For more information, refer to our privacy policy available on the website.

Liabilities

We are not responsible for indirect losses such as loss of profit, enjoyment, or opportunity. These limitations do not affect your statutory rights regarding refunds.

Lost Property:

• Responsibility: Orient is not responsible for personal belongings left in the vehicle. We will attempt to contact you if any items are found

Repairs and Maintenance

• Vehicle repairs and maintenance must only be performed at Orient’s maintenance center. Clients must accept and facilitate any maintenance work when contacted by Orient. You are responsible for all expenses related to unauthorized repairs.
• Licensing and Selling: Clients must not engage in any activities related to licensing or selling the vehicle without prior written consent from Orient.
• Non-Licensed Vehicles: If high demand necessitates providing a non-licensed vehicle, Orient will inform the customer in advance, who must agree to this arrangement. Orient is not responsible for any fines related to non-licensing.

Payment Terms

• Charges: All rental charges are processed at the beginning of the rental and are not tax-inclusive. Additional charges include key loss, loss of vehicle license, and excess charges for negligence beyond the insurance coverage.
• Late Delivery: Extra charges apply for delayed vehicle returns according to Orient’s tariff.
• Advance Payments: All payments must be made in advance. For monthly bookings, payment must be made every month in advance. If payment is not received, Orient reserves the right to terminate the booking immediately.
• Price Adjustments: Orient reserves the right to raise the price of the contract if an offer is stopped or not paid in advance for longer periods.

Additional Notes to Terms:

• Smoking in Vehicles: Strictly prohibited with a penalty of JOD 70. For the current rates, please check with Reservations.
• Car Status: A dry-clean fee of JOD 50 will apply if the vehicle is returned excessively dirty. For the current rates, please check with Reservations.
• Tax Calculation: Rates include tax, and clients exempt from tax will receive a refund at the end of the rental.
• Payment Method Fees: A surcharge (2%-8%) applies for credit card payments. For the current rates, please check with Reservations.
• Receipts: All receipts (payments, refunds, deposits) will be emailed to clients and printed for the customer’s reference. No physical receipts will be provided. It is the client’s responsibility not to pay anything not mentioned in the rental agreement and to contact us for any queries or discrepancies
• Email Address: A valid email address is required for all bookings as this is our primary communication method.
• Only the individuals mentioned in the rental agreement are authorized to manage the booking, make changes to it, receive details about it, make payments, and drive the vehicle. Orient Rent a Car reserves the right to refuse any communication or discussion with anyone who is not listed in the rental agreement.
• Payment in Other Currencies: We accept payments in JOD, Euro, USD, GBP, AED, and SAR. Always check with us or ask for the most up-to-date list of supported currencies. Please note, clients cannot change the currency of the booking to a different one at the time of vehicle handover or during the rental period.
• Waiting Charges:
  • Airport: If there is a flight delay of fewer than 45 minutes from the advised arrival time, airport waiting charges are not applicable. If the delay exceeds 45 minutes, airport waiting charges will apply.
  • Drop-off/Pick-up: If there is a delay of fewer than 15 minutes from the advised car arrival time at the pickup/drop-off point, waiting charges are not applicable. If the delay exceeds 15 minutes, waiting charges will apply.
• Fuel Charges:
  • If the car is returned with the same fuel level as it was given, fuel difference charges are not applicable.
  • If the car is returned with a difference in the amount of fuel from the handover level, fuel charges will apply according to Orient’s fuel pricing (which may differ from market fuel prices).
  • No refund for unused fuel.
• Late Vehicle Return Fees (Grace Period): You have up to 3 hours complimentary from the original pickup time to return the vehicle before incurring an additional one-day fee for a late return. For example, if the car is handed in at 2 PM, it should be returned by 2 PM, with a maximum grace period until 5 PM for no charges.
• Delivery Charges:
  • Delivery charges are not applicable if the car handover is at a Orient branch.
  • If the delivery is at any other requested location, a delivery fee will apply.
  • Delivery charges apply to all personal bookings (non-signed agreements with customers).
  • An extra charge is added for delivery or collection/return outside working hours.
  • Spare Key Request (in Case of Loss or Damage):

The client will be notified via email that spare keys are available between 8:30 AM and 5:00 PM. For requests outside these hours, the client will have to wait for 24 hours.

• The tariff for a lost key is between 120 JOD and 250 JOD, as per the mother company, and this fee shall be paid by the client in case of loss.
• Fines or Violations Charges: Pay for any fines, parking charges, or violations incurred during the rental. The client is fully responsible for any traffic violation charges.
• The rental agreement must be printed and kept in the vehicle at all times for police inspections. Any fine resulting from not having the rental agreement in the vehicle will be the client’s responsibility.
• Telematics Notice and Release: The vehicle may be equipped with telematics devices for monitoring and locating purposes. Your privacy cannot be guaranteed. You authorize the use and release of location information as permitted by law. The vehicle’s Infotainment System may store personal information if connected to your device.
• Extension Requests: Extensions may be requested but are subject to approval and availability. Orient does not guarantee the same pricing for any extension, and rates may fluctuate.
• Termination Rights: Orient reserves the right to terminate or cancel any booking at any time. The client must not object to the termination of the rental agreement. Orient will provide an alternative booking if needed and if available.

Amenities on board:

WIFI, GPS Devices, and Baby/Child seats are available onboard vehicles, upon request & subject to availability.

Our Working Hours:

working hours are from 8 AM to 8 PM on weekdays.

• On Fridays and Saturdays, we are open from 8 AM to 5 PM.
• We have a 24/7 phone line for booking requests and emergency cases.

 For any updates or changes to our working hours, please refer to our website or check Google for the most current information.

Vehicle Delivery Map and Damage Policy:

The vehicle delivery map will be sent digitally to the client. By accepting the map, the client agrees to the points noted or marked on it. If any new damages or scratches are found upon vehicle return, the client will be charged for the cost of repairs. The client has the right to view the delivery map on the road agent’s device before the vehicle handover.

If the client has not purchased coverage, the client may be charged immediately upon return for any damages to secure the cost of repairs.

If the damages are minor or less than the predetermined pricing after management evaluation, the amount may be fully or partially refunded to the client. Any new damages must be reported and evaluated within 30 days of the vehicle’s return.

Accidents, Thefts, and Damages Reporting:

Notify the police immediately, obtain a police report, and secure the vehicle. In case of an accident:

• Renters Fault: Pay 450 JOD plus 25% depreciation on damaged parts.
• Third Party Fault: Provide a police report; no charges will be invoiced.
• Joint Responsibility: Pay 150 JOD plus 25% depreciation on damaged parts.
• Total Loss: Pay 10% of the vehicle’s value.
• Unknown Third Party: The full repair amount is invoiced.
• Theft: Pay between 1500-2000 JOD depending on vehicle type.
• Rental Period: Remains valid during the repair period.
• Damage Assessment: Orient reserves the right to fully inspect the vehicle and identify any damages. We have one week from the vehicle return date to provide a quote for repair costs to the client.

Odometer Restrictions:

For daily bookings, the maximum allowed kilometers are 300 KMs. Any kilometers above that will incur a fuel charge of 0.20 JOD (subject to tax) per additional kilometer. Ex. A booking of 3 days would allow 900KMs.

Car Insurance:

• CDW (Collision Damage Waiver) can be purchased by individuals and corporate bookings for daily and monthly rentals.
• In case of an accident, a police report must be obtained to avoid any charges.
• CDW does not cover hit-and-run incidents.