Our Commitment to Honesty, Integrity, and Ethical Business Practices

At Pingouin Car Rental, we are committed to upholding the highest standards of honesty, integrity, and ethical conduct in all aspects of our business. Our dedication to transparency, fairness, and professionalism ensures a trustworthy and reliable experience for our customers, employees, and partners.

1.1 Our Commitment to Honesty & Transparency
• We provide clear and accurate information about our pricing, policies, and vehicle conditions, ensuring there are no hidden fees or misleading terms.
• Every interaction with our customers and partners is based on truthfulness and transparency—we believe in earning trust, not just business.
• Our team is dedicated to honest and open communication, whether online, in-person, or over the phone.

1.2 Our Responsibility for Fair & Ethical Business Practices
• We conduct our operations with fairness, accountability, and professionalism, ensuring that all customers and partners are treated with respect and integrity.
• Unethical practices—such as fraud, bribery, or misrepresentation—are strictly prohibited and will be dealt with accordingly.
• Our company’s decision-making process is guided by ethical principles, legal compliance, and customer satisfaction.

1.3 Mutual Respect & Responsible Conduct
• Every team member is responsible for acting with integrity and professionalism to provide a reliable and ethical service.
• We handle mistakes, concerns, and challenges with accountability, transparency, and a solution-oriented approach.
• We believe in mutual respect—just as we commit to treating our customers fairly, we expect courtesy and respect toward our employees.
• Harassment, intimidation, or abusive behavior toward our staff will not be tolerated and may result in the refusal of service.

1.4 Customer Trust & Commitment to Fair Service
• We strive to provide a seamless, ethical, and high-quality rental experience that prioritizes our customers’ needs.
• Disputes and concerns will be handled with fairness and professionalism, ensuring all matters are addressed transparently.
• We welcome constructive feedback to continuously improve and reinforce our commitment to integrity and customer satisfaction.

1.5 Compliance & Policy Enforcement
• Any violations of this policy by employees, partners, or customers will be reviewed and addressed appropriately.
• Breaches of integrity may result in corrective action, including termination of employment, partnerships, or services if necessary.
• This policy reflects our ongoing commitment to honest, responsible, and ethical business practices.

Why Choose Pingouin Car Rental Over an online Broker?

**Best Rates. No Hidden Fees. 100% Peace of Mind.

Looking for a hassle-free car rental experience in Mauritius? Skip the middleman and book directly with Pingouin Car Rental for the best prices, comprehensive insurance coverage, and no surprises at pick-up.

🔹 Why Booking Direct with Pingouin Car Rental is Better than Using a Broker?

1️. Save More – No Broker Fees!
✅ Pingouin Car Rental: You get the lowest price—no commission fees or third-party markups!
❌ Brokers: Add hidden fees, making rentals more expensive.

2️. Insurance Coverage Included
✅ Pingouin Car Rental: Comprehensive insurance is included when you book directly with us—no extra payments.
❌ Brokers: Limited insurance coverage; often requires additional costly add-ons at pickup.

3️.  No Security Deposit Required
✅ Pingouin Car Rental: No large deposits blocked on your credit card—you only pay for the rental at pickup.
❌ Brokers: May require a high security deposit, reducing your available credit.

4️. Unlimited Mileage – Drive Without Limits!
✅ Pingouin Car Rental: Drive as much as you want without extra mileage fees.
❌ Brokers: Some broker rentals have daily mileage limits, leading to additional costs.

5️. No Airport Surcharge – Hassle-Free Pickup
✅ Pingouin Car Rental: Free airport pickup with no extra service charges.
❌ Brokers: Some broker bookings include hidden airport surcharges at pickup.

6️. Transparent Pricing – No Hidden Fees
✅ Pingouin Car Rental: What you see is what you pay. No last-minute surprises!
❌ Brokers: Often have undisclosed fees at pickup, leading to unexpected extra charges.

7️. Direct Customer Support – No Delays
✅ Pingouin Car Rental: Get direct assistance from our team for fast & personalized service.
❌ Brokers: You deal with an intermediary, which can delay responses and problem-solving.

8. Faster Check-in & Check-out Process
✅ Pingouin Car Rental: Skip long queues—our direct customers enjoy faster service at pickup and drop-off.
❌ Brokers: Extra paperwork and third-party approvals can slow down the rental process.

9. Exclusive Deals & Discounts for Direct Bookings
✅ Pingouin Car Rental: Get special promotions, loyalty discounts, and early booking offers when you book directly.
❌ Brokers: No access to exclusive local offers—only standard rates.

10. Local Expertise & Travel Support
✅ Pingouin Car Rental: Personalized recommendations for local attractions, routes, and driving tips from our team.
❌ Brokers: Limited or generic customer support without local insights.

2.2 Online Payment

To pre-book a car from our website, customers must provide one of the following:

• A VISA or MasterCard credit cards or debit cards.
• Any remaining payments can be settled using debit card, credit card or cash upon car collection.
• The debit or credit card used for payment does not need to belong to the primary driver; any authorised card may be used.

Please note: Our website does not accept AMEX card payments. However, our POS machine in Mauritius does accept AMEX Card transactions.

3.1 The price of your car hire will be confirmed at the time of booking and calculated on the basis of 24-hour basis.

3.2 The minimum rental length is 3 days.

3.3 We highly recommend to book online ahead of time to reap the benefits of a lower rate; the prices of bookings made at the last minute are generally slightly higher.

3.4 If you, the renter, wish to extend the period of hire after picking the car up, or if you drop the car off later than stated on your receipt, such an extension will be charged at the local daily rate on a pro-rata basis.

3.5 Our prices are displayed in different currencies on our website. However all payments will be re-converted into Euros currency at the moment of pre-booking online.  Note that payment done only by credit card or debit cards in Mauritius will be converted into the local currency, that is, into Mauritian rupees. We will not be responsible for any fluctuation in exchange rates.

At Pingouin Car Rental, we offer optional extras to make your rental experience smoother and more convenient. From seamless navigation to child safety accessories, you can pre-book these add-ons online to ensure a hassle-free trip.

Why a SIM Card is Better Than GPS Navigation?

We do not provide in-car GPS devices because smartphone navigation is a superior alternative. By using Google Maps, Waze, or other apps, you get:

✔ Real-time traffic updates – Avoid congestion with live rerouting.

✔ Offline navigation – Download maps in advance and use them without internet.

✔ More precise and up-to-date maps – Unlike traditional GPS, mobile apps update automatically.

✔ Multi-purpose connectivity – Stay connected for calls, messaging, and browsing.

For seamless navigation, you can pre-book a local SIM card online and collect it upon pickup, ensuring uninterrupted access to mobile data throughout your trip.

Available Rental Extras (Pre-book online)

✔ SIM cards – Stay connected with local mobile data.

✔ Baby & child car seats – For your little one’s safety.

5.1 In the event that the renter requires a car for a longer period than the agreed rental period, the user must obtain a written consent from us via email to: info@pingouin-carhire.com at least 24 hours prior to the termination of the agreed rental period.

5.2 Without no consent from our management team, you will not have the right to extend the rental.

5.3 If, at time of pickup, it becomes impossible to provide your booked car as shown on your rental receipt due to breakdown or an accident or any other reason due to unforeseen circumstances, a similar or upgraded car will be provided by us.

5.4 The car shown on your receipt is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost) at our option.

5.5 If we are unable to provide either a similar or upgraded car, you will be offered a full refund. However, in such circumstances, we shall have no additionally liability in respect of any direct or indirect losses you may suffer as a result of such changes. In the event of a downgrade after your approval, a reimbursement will be applied.

6.1 Introduction

At Pingouin Car Rental, we provide a comprehensive and transparent insurance policy to protect our customers from unexpected repair costs. Our coverage is designed to be fair, reliable, and easy to understand.

This policy outlines:

• What is covered under our insurance.
• What is not covered and renter responsibilities.
• Financial liability for damages in specific situations.

6.2 Comprehensive Insurance Coverage

Our comprehensive insurance offers broader protection than standard rental coverage, including:

• Collision Damage Waiver (CDW) – Covers accidental collision-related damage.
• Loss Damage Waiver (LDW) – Protects against costs related to theft or total loss.
• Excess Waivers – Reduces the amount payable by the renter in case of an accident.

Our coverage ensures a streamlined claims process with no hidden fees or excessive deductibles.

6.3 When You Are Fully Covered

You are fully covered if you are involved in an accident that is not your fault, provided that you:

1. Complete an Accident Agreement Form with the other driver.
2. Take clear photos and videos of the accident scene.
3. Report the accident to our customer service team within 24 hours.

If these conditions are met, Pingouin Car Rental will cover 100% of the damages.

6.4 When You Are Not Fully Covered

In certain cases, full coverage does not apply, and you may be responsible for damages. These include:

• At-fault accidents – If you caused the accident, insurance will not cover all costs. (See section 1.6 what is covered when at fault).
• Lack of proof of collision – If you report damage but fail to provide a police report, accident form, or witness statement, insurance may not cover the damage.
• Unverified parking incidents – If the vehicle is damaged while parked without CCTV footage or a witness, insurance may not cover the damage.

In these cases, you will be liable for repair costs based on our official damage price list.

6.5 Insurance Exclusions – When Coverage Does Not Apply at all.

Insurance coverage is void if the renter:

• Drives under the influence of alcohol or drugs.
• Drives recklessly or violates traffic laws.
• Uses the vehicle for prohibited activities such as racing, stunt driving, or off-road use.
• Allows an unauthorized driver (not listed in the rental agreement) to operate the vehicle.
• Fails to report an accident within 24 hours.

In these cases, the renter is fully responsible for all damages and related costs.

6.6 Coverage and Exclusions for At-Fault Accidents

What Is Covered If You Are at Fault?

If you are responsible for an accident, our insurance will still cover the following:

✅ Minor body damage

✅ Scratches

✅ Dents

✅ Tires and glass

✅ Roof parts

What Is Not Covered If You Are at Fault?

If you caused the accident, the following damages are not covered, and you will be responsible for repair costs:

❌ Mirrors

❌ Head lights and tail lights

❌ Body paint and door panels

❌ Other major body parts

Repair costs for uncovered damages will be charged based on our official damage price list.

6.7 Maximum Liability for Uncovered Damages

• If damages are not covered due to the above-mentioned points, you will be responsible for the repair costs, which will be determined based on our transparent damage pricing structure.

Kindly note, however, your maximum financial responsibility for uncovered damages depends on the vehicle category.  The following fixed amount is equivalent to the price of extra insurance, which is only payable at the end, whenever an uncovered damage is registered.

• €200 – Mini & Compact Cars
• €225 – Standard, Sedan & Mini SUV
• €250 – SUV, Pickup & 7-Seater

Our insurance set up ensures that you do not pay for extra insurance in advance if no damage occurs, thereby eliminating unnecessary cost. This approach promotes fairness and transparence.

6.8 Summary of Coverage

6.9 Agreement to Terms

By signing the rental agreement, you acknowledge and agree to all terms outlined in this Insurance Coverage Policy.

There is no need to purchase extra insurance in advance, as our comprehensive insurance already provides extensive coverage, eliminating the need for costly add-ons.

However, if an accident occurs and you are found to be at fault, you have the option to purchase extra insurance at the following fixed rates or pay as per our damage price list.

• €200 – Mini & Compact Cars
• €250 – Standard, Sedan & Mini SUV
• €300 – SUV, Pickup & 7-Seater

This approach ensures you only pay for additional coverage when necessary, keeping costs fair and transparent – unlike traditional ‘extra insurance’, which is paid for in advance regardless of whether it’s needed.

7.1 Understanding Extra Insurance Costs

⚠️  Many car rental companies offer additional insurance options such as Collision Damage Waiver (CDW), Loss Damage Waiver (LDW), and Excess Waivers, which may appear necessary for protection. However, these extra insurance policies often come with:

• Daily charges, regardless of whether a claim is made.
• High deductibles (excess fees) that must be paid before any coverage applies.
• Hidden exclusions, leaving renters liable for common damages.

7.2 Limitations of Traditional Extra Insurance

Most renters are unaware of the hidden costs and limitations associated with traditional rental insurance.

❌ Daily Charges Apply – Even If No Damage Occurs

• Traditional insurance policies require daily payments, regardless of whether a claim is made.
• Example: If a renter pays Rs 700 per day for insurance over 10 days, they will spend Rs 7,000, even if the vehicle is returned undamaged.
• Outcome: Renters may incur significant costs for coverage they never use.

❌ Deductibles Create Out-of-Pocket Expenses

• Most insurance policies impose a deductible (excess fee) of Rs 10,000 or more.
• If the repair cost is Rs 4,000, the renter must still pay Rs 10,000 before the policy covers the remaining cost.
• Outcome: Even with insurance, renters remain financially liable for a substantial portion of repair costs.

❌ Limited Coverage – Common Damages Are Excluded

• Many insurance policies do not cover damage to:
• Tires, glass, windscreen, underbody, and minor scratches.
• Example: If a windshield cracks, renters may be fully responsible for replacement costs.
• Outcome: Renters may still face unexpected expenses despite purchasing extra insurance.

7.3 Fairness, Savings, and Transparency

Traditional extra insurance policies are often structured to benefit the insurer rather than the renter. They impose daily fees, enforce high deductibles, and limit coverage—leaving renters with unexpected costs.

At Pingouin Car Rental, we believe in:

✅ Fairness – No unnecessary fees or hidden exclusions.

✅ Savings – Fixed, transparent pricing with zero deductibles.

✅ Transparency – Clear coverage terms with no surprises.

Statistically, 95% of drivers are never involved in an accident during their rental peiod, yet extra insurance forces every renter to pay daily fees.

At Pingouin Car Rental, we reject this unfair, inequitable practice of charging daily fees for extra insurance-whether damage occurs or not.  Isn’t  a scam that allow car rental companies or brokers to profit at your expense using fear-based strategies, even when no claim is made?

To cancel a booking, customers must send a written notice via email at least 72 hours before their scheduled car delivery.

• All cancellation requests must be submitted to customerservice@pingouin-carhire.com.
• Phone cancellations will not be accepted.

8.1 Cancellations Eligible for Refunds

Cyclone & Severe Weather Conditions
• If a Class 2 cyclone warning or higher is officially issued, customers may cancel their booking without penalty. A full refund will be processed, subject to a €15 service fee deducted from the prepaid amount.
• If the cyclone warning is lifted before the scheduled rental period and the customer still wishes to cancel, the standard 72-hour cancellation policy applies.

COVID-19 & Health-Related Cancellations
• If a customer is unable to travel due to COVID-19 travel restrictions, sudden illness, or medical emergencies, a full refund will be provided, subject to a €15 service fee.
• To qualify, official medical documentation (e.g., a doctor’s note or hospital report) must be provided.

Cancellations Due to the Passing of a Customer or Immediate Family Member
• In the unfortunate event of the passing of the customer or an immediate family member (spouse, parent, child, or sibling), a full refund will be issued without any service fees.
• A death certificate or official proof may be required to process the refund.

Flight Cancellations or Travel Disruptions
• If a customer’s flight is canceled or significantly delayed, making their car rental unnecessary, they may qualify for a refund or rescheduling.
• Required proof: Official airline cancellation notice or proof of delayed/canceled travel.

Government Travel Restrictions or Visa Denials
• If a customer is denied entry into the destination country due to visa rejection or government-imposed travel restrictions, they may be eligible for a refund.
• Required proof: Official visa rejection letter or government travel advisory.

Accidents or Unexpected Emergencies
• If a customer is involved in an accident before their trip or experiences a personal emergency (e.g., hospitalization, legal issues, family emergency), they may request a cancellation with a refund.
• Required proof: Medical reports, police reports, or relevant legal documentation.

Work-Related Travel Cancellations
• If a customer’s work commitments change unexpectedly, making their trip impossible (e.g., last-minute meeting, company reassignment), a partial refund or rebooking may be considered.
• Required proof: Official employer letter or business travel documentation.

Rental Car Breakdown or Service Issues (Before Delivery)
• If the reserved vehicle is no longer available due to mechanical failure or operational issues on the company’s side, the customer will be offered:
• A full refund, or
• A free rebooking with an alternative vehicle.

National or Public Emergency
• In case of natural disasters, civil unrest, or national emergencies declared by the government, customers will be eligible for a full refund.
• Required proof: Government-issued emergency notice or travel warning.

Double Booking or Technical Errors
• If a customer accidentally makes multiple bookings or if an online system glitch causes an incorrect reservation, the company will allow a refund or adjustment.
• Required proof: Booking confirmation emails showing duplicate reservations.

8.2 Non-Refundable Cancellations

Cancellations Due to Lower Competitor Pricing
• Bookings cannot be canceled or refunded solely because a lower price from a competitor was found after reservation.
• Our pricing is dynamic and competitive, and we recommend comparing rates before finalizing your booking.
• In case of a lower offer, we encourage customers to reach out to us, as we may offer price matching or additional benefits, subject to availability and company discretion.

Cancellations Due to Invalid or Personal Reasons
• Cancellations based on personal preference, change of plans, or any invalid reason will not be eligible for a refund.
• This includes, but is not limited to:
• Changing your mind about the booking.
• Deciding to rent from another provider.
• No longer needing the rental for non-emergency reasons.
• Not wanting to travel anymore.
• If a cancellation request falls under this category, the standard 72-hour cancellation policy applies, meaning:
• If the request is received more than 72 hours before the rental period, a partial refund may be granted with a €15 service fee deduction.
• If the request is received less than 72 hours before, the booking is non-refundable.

8.3 General Cancellation Policy
• Cancellations made less than 72 hours before the scheduled delivery are non-refundable.
• Refunds may take 4 to 6 weeks to process after cancellation confirmation.

9.1 Local driving licenses as well as international driving licenses from all countries are accepted.

9.2 The minimum driver age required is 18; the maximum driver age is 75.

9.3 Vehicle images are examples only. Specific models cannot be guaranteed. Similar categories can be provided.  Cars provided are 0 to 5 years old.

9.4 Many customers have been misled and scammed by illegal car rental operators or individuals at the airport in the past. Make certain that you meet the staff at ‘Pingouin Car Rental’ who will be standing behind our airport counter and wearing our uniform that bears our logo.  We also advise that you only give your booking voucher to our staff and not to anyone else.

9.5 After verification of your passport and driving license, a rental agreement is signed up between our agent and the customer which includes a summary of their booking details. A cash receipt is issued after payments and a car checklist is filled out just after.

9.6 All cars owned by Pingouin Car Rental will bear a logo on their rear windscreen.

9.7 It is important to note that we don’t accept any coins in any currency.

10.1 Airport Delivery: our car rental booth is at SSR International airport.  If you show up at our counter without pre-booking from our website prior your departure, you might be facing the following inconveniences and you might not enjoy the above-mentioned priviledges, such as:

• Long wait lines: stay away from long lines after a long-haul trip.
• Improper planning: you will have more time left to enjoy your holiday than to queue up.
• Higher price: price can be higher at airport. It’s clear that making reservations ahead of time will save you more money.
• Slower service: if you don’t have a booking, we won’t be able to anticipate your request and it will take us longer to process it, which will result in slower service
• Less fleet options: by booking earlier online, you will have more choices available to you. It’s possible that the cheaper cars have already been taken away if you walk-in at last-minute without a confirmed booking.

During the car delivery, customer must produce the following:

• A driving license
• A valid passport or ID card.
• Meeting point: at our counter.(You can use Google Map to find us).
• Settle any outstanding balance if any.
• Key handling.

10.2 Hotel Delivery: we will need the following:

• A driving license.
• A valid passport or ID card.
• Meeting point: your hotel reception.
• Settle any outstanding balance if any. (We have with us our point-of-sale terminal for payment processing)
• Key handling.

10.3 Advantages of airport Delivery

For instance, choosing a car delivery from the airport is more advisable than having it delivered at the hotel. The advantages of airport delivery are the following:

• Due to road traffic or our driver’s tardiness, hotel delivery may cause delays.
• We do not charge a delivery fee at our airport counter, but it is charged for hotel deliveries. Same fee applied for drop-off at hotel .
• Taking a car from the airport allows you to save money by not having to book and pay for airport transfer services to your hotel.

After business hours(i.e  from 21:00 to 05:00), our counter will be closed.  We have devised a process for self-collection of your car: no agent will be on duty at our counter to serve you at that time. How it will work?

11.1 Pre-booking from our website and paying 100% in advance is required.

11.2 Select the latest time from our booking form( off-hours will not be displayed on the booking form)

11.3 Once you have completed the payment online, email customerservice@pingouin-carhire.com 1-2 days prior to delivery as subject ‘self-collection’ and your booking number.

11.4 Kindly provide us with proof of your passport and driving license as attachments as well.

11.5 We would appreciate it if you could provide us with a new delivery time(off-hours time) and we will make the necessary changes and send you an updated confirmation voucher.

11.6 Upon arriving at our counter, kindly collect an envelope with your name written on it and follow the instructions on each page. It includes also a sketch of where car is parked, checklist pre-filled, car key, rental agreement and parking ticket to exit parking.

11.7 Before driving, please take some pictures of the state of the car.

At Pingouin Car Rental, we value trust and flexibility. Unlike traditional car rental companies, we do not hold a security deposit. Instead, we offer a pay-after policy, allowing you to settle any additional charges at the end of your rental. This ensures your funds remain available for your personal use during your trip.

1. No Upfront Security Deposit

• We do not block or hold any amount as a security deposit when you rent a vehicle.
• You can enjoy your rental without worrying about frozen funds.

2. Flexible Post-Rental Settlement

• If there are any additional charges—such as damages, fuel discrepancies, unpaid tolls, or fines—these will be assessed upon return of the vehicle.

3. Trust & Responsible Use

• We rely on a mutual understanding that our customers will use the vehicle responsibly and fulfill any post-rental obligations.
• In cases of non-payment, we reserve the right to take appropriate action, including restricting future rentals or pursuing legal recovery if necessary.

By choosing Pingouin Car Rental, you benefit from a hassle-free experience where flexibility and trust come first.  Our goal is to make car rental stress-free, with no unnecessary financial burdens during your journey

13.1 Mechanical

• Mechanical defects or any other wear and tear will occur inevitably during your rental. In case a defection has been noticed or you feel any dissatisfaction about any aspect of your rental, the management should be informed immediately to resolve your issue. This will help to eliminate further liabilities and damages to the vehicle.
• Failing to inform management spontaneously of such issue(s), you will not be eligible for any refunds and/or if the complaints have been lodged after the drop-off of the vehicle rented.

13.2 Maintenance

• The user agrees to take good care of the car and to check the engine and automatic gearbox oil level onto his dashboard, whenever the latter exists in the rented car, as well as the water in the radiator, battery and tire pressure before driving.
• The oil has to be changed every 9,000 kms.  In the event that a car on rent reaches the mileage at which a routine service is due, the user undertakes to notify us and make that car available for such servicing to be carried out or for the car to be replaced.

If you, the renter, are involved in an accident, we recommend the following:

• Take photos of both cars or make a short video as proof.
• Fill-out the ‘Accident agreement form’ which is kept in the car.
• You are required to send a photo of the ‘Accident agreement form‘ to customerservice@pingouin-carhire.com

15.1 Tyre replacement

• Damaged tyres: if a tyre is punctured, damaged, or requires replacement, we will take care of the cost of repairing or replacing it. However, there will be a transport fee which will be charged at 40 euros if we need to reach you to your hotel; however, if you can come to the airport to our counter, you will not be charged for this transportation fee.

15.2 Key replacement

• If you lose a key, you won’t have to pay for a replacement key. However, there will be a delivery fee which will be charged at 40 euros if we need to reach you to your hotel; however, if you can come to the airport to our counter, you will not be charged for this transportation fee.

15.3 Battery replacement

• Discharged battery: if your car battery is discharged from a negligence and only needs to be recharged instead of replaced, you’ll have to pay a transport fee of 40 euros in case we need to do so at your hotel. However, if you can come to the airport to our counter, you will not be charged for this transportation fee.

16.1 Late Return Policy

• Vehicles must be returned at the agreed-upon date and time.
• A grace period of 3 hrs is allowed. Beyond this period:
• 1 to 3 hours late: An additional hourly rate will apply.
• More than 3 hours late: A full-day rental rate will be charged.
• Failure to return the vehicle within 24 hours of the scheduled time without prior notice may result in legal action and additional charges.

16.2 Early Return Policy

• Customers who return the vehicle earlier than the agreed rental period will not receive a refund for unused days.
• If early return is due to an emergency, customers may contact customer service to discuss possible partial refunds or credits, subject to management approval.

16.3 General

• Meeting point: Please park your car only in the designated car rental parking areas and meet us at our counter. You can use Google Map to find us.
• Outside business hours: if you return your car after our business hours (05:00-21:00), we’ll make arrangements and you can leave the key in our drop-off box on the counter.
• Cleaning fee: cleaning is free and it’s important to keep the car as clean as possible.
• Fuel level: vehicle must be returned with same level of fuel as given; we do not provide full level. We charge Rs. 200 fixed rate per bar missing. (It is advisable to refill your tank to same level as was given to you before returning the car, as it could be cheaper. The closest gas station to the airport is Engen Gas Station in Plaine Magnien); Excess fuel will not be refunded – customers are advised to refuel only as necessary to match the original fuel level.
• Lost & Found items: if you happen to forget something in your car, an administrative and freight charge will be discussed with you before posting it.
• Final settlement: Do not forget to request your cash receipt for any payment made.

17.1 Submitting a Complaint
• Customers should first contact our Customer Service Team via:
📧 Email: customerservice@pingouin-carhire.com

• Complaints must be submitted within 2 days of the incident.
• The complaint should include:
• Rental Agreement Number
• Booking details & receipts
• Description of the issue
• Supporting evidence (if applicable, e.g., photos, payment proof)

17.2 Investigation & Review
• Our team will acknowledge receipt of the dispute within 48 hours.
• We will conduct a thorough investigation, which may involve:
• Reviewing rental agreements, payment records, and damage reports.
• Checking GPS or telematics data (if required).
• Consulting relevant departments for clarification.
• Customers may be contacted for additional details or supporting documents.

17.3 Resolution & Response
• A formal resolution will be provided within 7 business days after the investigation.
• If the dispute is valid, we will take corrective actions, such as:
• Issuing refunds or adjusting charges where applicable.
• Offering service resolutions (e.g., credits, future discounts).
• Providing a written explanation if no action is required.
• If the dispute is not valid, a detailed explanation will be provided outlining our decision.

17.4 Escalation Process
If a customer is not satisfied with the resolution:
• They may request an internal review by a senior representative.
• If a mutual agreement is not reached, customers may escalate the dispute to the Consumer Affairs Authority or Legal Authorities in the relevant jurisdiction.

17.5 Customer Conduct & Good Faith
• We are committed to resolving disputes professionally and fairly. In return, we expect customers to:
• Communicate concerns truthfully and respectfully.
• Provide all necessary details to facilitate a smooth resolution.
• Harassment, verbal abuse, or threats toward our staff will not be tolerated and may result in denial of service, refusal of further communication, or legal action.

17.6 Final Decision & Legal Recourse
• All decisions will be made in line with our policies and applicable laws.
• If a dispute cannot be resolved through internal processes, Pingouin Car Rental reserves the right to settle the matter through legal channels in the relevant jurisdiction.

Pingouin Car Rental is dedicated to ensuring a fair and transparent dispute resolution process, prioritizing customer satisfaction while upholding our policies and operational integrity.

18.1 Payment Obligations
• The customer agrees to pay all rental charges and additional fees (if applicable) as outlined in the rental agreement.
• Failure to make full payment by the due date will result in penalties, additional fees, and potential legal actions.

18.2 Late Payment Fees & Penalties
• If payment is not received within 10 days of the due date, a late payment fee of 5% per day will be applied to the outstanding balance.
• If the delay exceeds 30 days, the full outstanding amount will become immediately payable.

18.3 Recovery Process

Step 1: Payment Reminder
• A formal reminder will be sent via email, SMS, or written notice.

Step 2: Final Demand Notice
• If payment is not received within 60 days after the first reminder, a final legal notice will be issued.
• The customer will be given a final deadline to settle the outstanding amount.

Step 3: Legal Actions

If payment remains unpaid, Pingouin Car Rental reserves the right to:
• Engage a debt collection agency.
• Report the non-payment to credit bureaus.
• Initiate legal proceedings for recovery of the amount due.

18.4 Legal Jurisdiction
• For customers renting from our Mauritius location, all disputes and legal matters will be handled under the laws of Mauritius, and any legal proceedings will be conducted in Mauritian courts.

18.5 Additional Legal Measures
• In case of fraud, misuse, or deliberate avoidance of payment, criminal charges may be pursued.
• The renter will be responsible for all legal costs, attorney fees, and court expenses incurred in the debt recovery process.

We are committed to providing professional and respectful customer service. Any form of harassment, intimidation, or aggressive behavior directed at our employees or management due to cancellation policies will not be tolerated.

19.1 Harassment Includes but Is Not Limited To:
• Verbal abuse (insulting, shouting, or threatening staff).
• Repeated cancellation demands outside of policy terms.
• Social media defamation aimed at forcing a refund.
• Physical threats or inappropriate behavior toward staff.

19.2 Consequences of Harassment:
• Customers engaging in harassment or intimidation may be permanently banned from renting with us.
• Legal action may be taken if threats or defamation occur.
• Refund requests from harassing customers will be denied, regardless of cancellation reason.

We encourage respectful communication and adherence to our policies. If you have concerns, please contact our customer service team, and we will assist professionally within our policy guidelines.

At Pingouin Car Rental, we are committed to providing clear, fair, and up-to-date policies to ensure a seamless rental experience for our customers.

20.1 Right to Modify Policies
• We reserve the right to update, amend, or modify our policies at any time, without prior notice.
• Changes may be made to reflect new regulations, business requirements, customer feedback, or operational improvements.

20.2 Effective Date of Updates
• Any changes to our policies will take immediate effect upon publication on our official website.
• The latest version of our policies will always supersede previous versions.

20.3 Customer Responsibility
• Customers are responsible for reviewing our latest policies before making a booking.
• Continued use of our services after an update signifies acceptance of the revised terms.

20.4 Where to Find Updates
• Our most current policies will always be available on our official website:
🌐 https://www.carrental-mauritius.com/terms-of-use/

Note: Any disputes regarding policy changes will be handled in accordance with the most recently published version at the time of the rental agreement.