Sanctions for non-compliance with rental conditions

We explain on this page why we charge penalties to those who do not respect the rental conditions. penalty-non-compliance-termsandconditions

In a nutshell

  • Currently, only bikers who are minimum 25 yo and have a valid license for at least 3 years (category must match with the rented vehicle) are entitled to rent on Cruizador.
  • This is a sine qua non condition (see art. 3.4.1 of our terms & conditions).
  • Anyone who cannot certify within a reasonable time after making a request that he or she meets the rental conditions will be charged a penalty for unqualified request. This penalty may amount to up to one rental day.
  • How to verify? By uploading your documents to your user account.
  • We have a tolerance of 48-72h max. after a request has been made.

Now, we will explain in more detail, why we charge this penalty and answer most of the user comments/questions related to it.

In details 

As mentioned in our terms and conditions, art. 3.4.1 (available here), the rental requirements, i.e. age and license, are sine qua non conditions for the rental of vehicles on our platform. And as mentioned in our “how it works” section (here), renters are kindly ask to upload their documents asap (see step 2).

Cruizador_how it works_renter

Verified renters have a ✅ next to their name, and owners know they have been verified by Cruizador.

Why 25 yo and a license for at least 3 years ?

For three main reasons:

  1. Insurance: these conditions were set in partnership with Helvetia Assurances. Also, a person who does not meet the rental conditions would not be insured in the event of a claim.
  2. Economic: a large part of the claims occur among young riders. Also, by limiting the probability of an accident, we can reduce the insurance premiums, which ultimately benefits users. Our desire is to make rental more practical but also more financially accessible. By paying a lower premium, the user benefits directly.
  3. Trust: there is often an emotional relationship between the motorcycle and its owner. Our owners are already very open-minded by offering their vehicle for hire. However, the majority told us that they did not want to rent their bike to young bikers, who would potentially mistreat their motorcycle (clutch, gearbox, etc.). It is their greatest right and we respect it.

We are aware that there is demand among student and young riders. And we are working on solutions. But for now, it’s like that. And these young permits will be able to find alternatives with dealers in their region.

penalty-non-compliance-termsandconditions

How do you verify the renters’ profiles?

In the absence of an international database that would allow us to know in real time who has what license and for how long, these checks are done manually. That is, the user uploads their documents to our system and someone from Cruizador checks them.

It involves time and therefore money. Because you have to pay that person. We live in a beautiful country, but no one works for free.

This is a service that we offer to our users, in particular our owners.

But if the renter does not meet the age and permit requirements, there is no point in spending time checking their documents, let alone chasing him/her to ask for them, since in ALL CASES we will not be able to not rent him/her a vehicle.

Additionally, we never send an unverified renter to our owners. Because they will have to block time in their agenda to organize the key handover. And if they were to block out time on a Saturday morning, for example, and realize when handing over the keys that a renter would just have a student’s permit, then they could not give them the keys and the booking would be cancelled on the spot. And they would be furious with the renter and Cruizador for wasting their precious time.

 “Yeah but I was not aware of the rental conditions “

We have heard this argument many times. We will say in the preamble that this information is indicated in many places in our general conditions (here), written in passing by a lawyer specializing in commercial law, therefore in full compliance with Swiss law.

However, we are aware that very few take the time to read these long documents. Also, we mention this information in many places on our platform:

  • How it works (here)
  • FAQs (here)
  • Help for renters (here)
  • User guide for renters (here)
  • Cancellation policy (here)

In addition, before any rental request, the user is required to check the following 3 opt-ins

Cruizador Opt-In Rental Conditions

penalty-non-compliance-termsandconditions

Also, we believe that he/she cannot, in good faith, claim to have missed the information.

Motorbike riding involves many challenges. Also, if someone is not able to know if he/she has the right license and the right age, and if he/she clicks on things without knowing why, then maybe it would be better if he/she does refrain from riding a motorcycle, at least on Cruizador.

“Yes, but it’s just one click, I’m not going to pay for that right?”

We have often heard that too. But as mentioned above, these unqualified requests waste us a considerable amount of time in terms of administrative follow-up and therefore money. And even worse, they put our owners at risk (insurance). And the safety of our users is at the heart of our ecosystem.

Also, to choose between the negligence of some unscrupulous renters and the peace of mind of our owners, the choice is quickly made.

We initially thought we could count on the fair play of our users. And despite our great effort to be as transparent as possible, by providing all the information necessary, it is clear that since 2020, we have had a considerable number of unqualified requests.

Some users, in a relaxed manner, still try to circumvent the rules in order to rent on Cruizador.

So we want to remind them that just because they tick a digital box doesn’t mean that it doesn’t have legal implications for them.

And that whoever wants to try to break the rules will do so knowingly, and

will be charged a penalty fee!

Because in the end, if we were to include in the rental price all the costs generated by this administrative follow-up, the rental would be even more expensive.
And our desire remains to democratize motorbike rental in Switzerland by making it more practical / user-friendly and transparent, because it is digital, but also more financially accessible.

“I made a booking request despite not having my profile verified. Yet I meet the rental requirements. What is happening now? “

At Cruizador, profile verification only takes a few moments. This involves taking a picture of your documents and uploading them to the system. And nowadays, virtually everyone has a smartphone that will do the job without flinching. You do not have any ? We’re sure someone you know can help out.

But we are also customer-oriented and willing to help. Someone who gets lost, despite our awesome user guide (here) showing them how to do it with a great screenshot, might even email us the photos and we would check it out for them. This is also the Cruizador service ?

Cruizador_Profile_Verification_Procedure

penalty-non-compliance-termsandconditions

And finally, we don’t automatically charge the penalty. But if after 1 or 2 reminder emails and, 48 to 72 hours after the rental request, we still have no news from the renter, we can objectively assume that the latter either does not want or cannot not produce the documents. And therefore, it seems legitimate to us at this time to invoice him this day of penalty as a compensation for the lost time.

We would like to take people’s word for it, but without seeing the documents, it is impossible for us to verify the seriousness of the request.

Why not do the verification at the time of registration then?

This is a legitimate question and we have thought about it as well.

However, motorbike riding is strongly linked to the weather conditions. And some of our users sometimes make last minute requests, the day before sometimes. In order to give them all their chance, and bring maximum flexibility in the process, we prefer to allow a renter to make the reservation request and the owner to clarify availability without the renter being already verified. And the renter can do the verification procedure in a second step. This allows the owner to organize for a key collection if it is still possible, and if the renter has made his request outside of our office hours, we can check his profile as soon as we reopen. We try to be as responsive as possible, but we cannot provide 24/7 admin support.

But in any case, even if we allow the request to pass, that does not exempt the renter from respecting our rental conditions. Our terms and conditions are not à la carte but to be respected as a whole.

“Yeah, but the owner has not confirmed availability”

Finally, the last argument we often hear. But age and license conditions are sine qua non for using our services. And a sine qua none condition is by definition imperative. That is to say absolutely essential, without which the deal in question cannot take place. Also, it’s up to us to ask you a question to conclude.

If you knew at the time of the request that you did not meet the rental conditions, why did you still take your chance?

penalty-non-compliance-termsandconditions

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