Rental Terms & Conditions
Welcome to CRUZA Rent a Car (“CRUZA”, “we”, “our”, or “us”). By making a reservation, renting a vehicle, or using our website at cruzaoman.com, you acknowledge that you have read, understood, and agreed to the following Rental Terms & Conditions.
These terms apply to all vehicle rentals provided by CRUZA within the Sultanate of Oman.
1. Rental Requirements
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The minimum rental age is 21 years, unless otherwise stated for a specific vehicle category.
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The renter must hold a valid driving licence legally accepted in the Sultanate of Oman for the duration of the rental.
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A valid passport, ID, or other accepted identification document, together with the driver’s licence, may be required at the time of rental.
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International visitors must provide a driving licence that is valid and legally accepted for driving in Oman. An International Driving Permit may be required depending on the driver’s nationality and licence.
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The renter must provide accurate and valid personal and driving information.
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CRUZA reserves the right to refuse or cancel a rental if the renter does not meet the required legal or rental conditions.
2. Booking & Vehicle Availability
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Reservations may be made through our website, WhatsApp, phone, email, or other approved booking channels.
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A booking confirms the requested vehicle category and rental details, subject to availability.
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If the selected vehicle becomes unavailable, CRUZA may provide a similar or equivalent vehicle where possible.
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Vehicle availability is not guaranteed until the booking has been confirmed by CRUZA.
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Rental rates may vary depending on the vehicle, rental duration, season, availability, and applicable offers.
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All advertised prices include 5% VAT, unless specifically stated otherwise.
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Optional extras and additional services are subject to availability and applicable charges.
Airport & Delivery Arrangements
For airport or delivery bookings, CRUZA may contact the customer approximately one week before the rental date via WhatsApp, where available, or by email to confirm the exact meeting point, delivery details, arrival information, and flight number where applicable.
For bookings within Muscat, vehicle delivery and collection are provided within the Muscat service area, subject to the agreed booking location and applicable conditions.
3. Payment
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Payment terms depend on the booking and payment method selected.
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Unless otherwise stated, payment may be completed at the time of vehicle collection.
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Online payments may be processed through CRUZA’s approved payment provider.
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The renter remains responsible for all agreed rental charges, additional services, damages, fines, fees, or other amounts arising during the rental period.
4. Security Deposit
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A refundable security deposit may be required, depending on the vehicle, rental conditions, payment method, or selected protection option.
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Where a booking specifically includes a No Security Deposit option, the applicable conditions and additional fee for that option will apply.
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Any refundable security deposit will be released 30 days after the vehicle has been returned, provided there are no outstanding traffic fines, violations, damages, charges, or other amounts related to the rental period.
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Please note that some traffic violations and fines in Oman may appear after the vehicle has been returned. The 30-day period allows CRUZA to complete the necessary checks before releasing the deposit.
5. Insurance & Protection
Comprehensive Insurance Included
CRUZA rental vehicles are provided with comprehensive insurance coverage included in the rental price, subject to the applicable insurance terms, exclusions, excess/deductible, and the conditions stated below.
Coverage may include:
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Accidental damage to the rental vehicle
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Third-party liability
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Fire
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Theft
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Damage resulting from covered natural events
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Other losses covered under the applicable insurance policy
Any replacement vehicle or assistance following an accident or breakdown is subject to availability and applicable circumstances.
Important Insurance Exclusions
Insurance coverage does not automatically cover every type of damage. The renter may be fully responsible for damage, loss, costs, or expenses resulting from any of the following:
5.1 Off-Road & Unfit Terrain
CRUZA vehicles are suitable for normal road use, including unsealed roads, gravel roads, and many common routes used for sightseeing and travel in Oman.
Customers are welcome to explore Oman and enjoy their rental vehicle responsibly. However, extra care should be taken when driving on challenging terrain, as damage caused by extreme or unsuitable use may not be covered by the standard insurance.
Examples of higher-risk terrain include:
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Deep sand or sand dunes
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Large rocks or heavily damaged tracks
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Steep or difficult mountain trails
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Roads or areas that are clearly unsuitable for the vehicle
A 4×4 vehicle provides greater capability for travelling on unsealed and challenging roads, but it should still be driven responsibly and within reasonable conditions.
If you are planning to visit a specific remote, mountainous, desert, or off-road location and are unsure whether the route is suitable for the vehicle, please contact CRUZA before your trip. We are happy to advise you on suitable routes and vehicle options.
Damage resulting from extreme off-road use, getting stuck in sand or mud, water crossings, or driving in conditions clearly unsuitable for the vehicle may be the responsibility of the renter.
5.2 Negligence, Misuse & Illegal Use
The renter is responsible for damage or losses resulting from:
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Driving under the influence of alcohol or drugs
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Reckless or dangerous driving
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Racing, competitions, or speed-related activities
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Deliberate damage
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Ignoring vehicle warning lights or continuing to drive when it is unsafe to do so
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Using the vehicle for an unauthorized purpose
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Any other misuse of the vehicle
5.3 Tyres & Wheels
Damage to tyres, rims, wheels, punctures, sidewalls, or related components may not be covered by the standard insurance protection and may be charged to the renter.
5.4 Interior Damage
The renter is responsible for damage to the vehicle’s interior, including:
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Burns
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Stains
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Excessive dirt
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Smoking or cigarette-related damage
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Unusual or excessive interior damage
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Damage to seats, trim, screens, or other interior components
Smoking inside CRUZA vehicles is strictly prohibited.
5.5 Keys, Documents & Equipment
The renter is responsible for the loss, theft, or damage of:
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Vehicle keys or remote controls
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Registration documents
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Spare tyres
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Tools
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Vehicle accessories or equipment supplied with the vehicle
Replacement costs may apply.
5.6 Accidents & Police Reports
In the event of an accident, the renter must immediately contact the Royal Oman Police (ROP) and follow all required procedures.
A valid official police report is required for insurance processing where applicable.
Failure to report an accident to the ROP, leaving the accident scene without authorization, or failing to follow the required legal procedures may result in the renter being responsible for the resulting costs and damage.
6. Vehicle Use
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Vehicles may only be driven within the Sultanate of Oman, unless CRUZA has provided prior written approval for another use.
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The vehicle may only be driven by the approved driver(s) listed or authorized under the rental agreement.
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The renter must comply with all applicable laws, traffic regulations, and vehicle-use restrictions in Oman.
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The vehicle must not be used for racing, competitions, towing, commercial passenger transport, or any other unauthorized purpose.
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The vehicle must not be used in a manner that could reasonably cause unnecessary damage or excessive wear.
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The renter must return the vehicle in substantially the same condition in which it was received, allowing for normal wear and tear.
7. Vehicle Inspection & Damage
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The renter is encouraged to inspect the vehicle carefully at the beginning of the rental period.
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Existing damage should be reported to CRUZA before or immediately after taking possession of the vehicle.
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The renter may take photographs or videos of the vehicle at collection where appropriate.
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Any new damage identified upon return may be assessed and charged according to the nature and cost of the damage.
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Normal wear and tear will not be treated as chargeable damage.
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The renter remains responsible for damage resulting from misuse or any insurance exclusion described in these Terms & Conditions.
8. Fuel Policy
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The vehicle will normally be provided with a specified fuel level.
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The renter must return the vehicle with the same fuel level as at collection.
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If the vehicle is returned with less fuel, the missing fuel may be charged at the applicable rate together with any applicable service or refuelling charge.
9. Late Return
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A one-hour grace period may be provided for vehicle returns.
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The renter should contact CRUZA as soon as possible if the vehicle cannot be returned at the agreed time.
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Delays may result in additional rental charges depending on the duration of the delay and the circumstances.
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Where the vehicle is kept for a significantly longer period, including more than three hours beyond the agreed return time, a full additional rental day may be charged.
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Late returns may also affect the availability of the vehicle for the next customer.
10. Traffic Fines, Violations & Tolls
The renter is fully responsible for all:
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Traffic fines
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Parking fines
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Speeding violations
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Tolls
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Road-use charges
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Other traffic-related penalties incurred during the rental period
Please note that traffic violations in Oman may not appear immediately in the official systems and can sometimes be received or recorded weeks after the vehicle has been returned, in some cases up to approximately 30 days or more.
If a fine or violation relating to the renter’s rental period is received after the vehicle has been returned, CRUZA reserves the right to charge the renter for the applicable amount and any reasonable administrative or processing fee.
11. Accidents, Breakdown & Roadside Assistance
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In the event of an accident, the renter must immediately contact the Royal Oman Police (ROP) where required and notify CRUZA as soon as reasonably possible.
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The renter must not arrange major repairs without prior approval from CRUZA, except where immediate action is reasonably necessary for safety.
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Mechanical breakdowns caused by normal mechanical failure and not resulting from misuse will be handled by CRUZA as appropriate and at no additional rental charge.
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Costs resulting from misuse, negligence, incorrect operation, empty fuel, unauthorized repairs, lost keys, or other renter-related causes may be charged to the renter.
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Recovery or assistance from unsuitable terrain, including unauthorized off-road areas, may be chargeable.
12. Smoking & Cleanliness
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Smoking is strictly prohibited inside all CRUZA vehicles.
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The renter may be charged for special cleaning, deodorizing, or restoration if the vehicle is returned with smoke smell, cigarette residue, stains, excessive dirt, or other avoidable contamination.
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Vehicles must be returned in a reasonable condition consistent with normal use.
13. Personal Belongings
CRUZA is not responsible for any personal belongings, luggage, documents, electronic devices, or other items left inside the vehicle.
The renter is responsible for checking the vehicle carefully before returning it.
14. Cancellation & No-Show
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Free cancellation is available if requested at least 48 hours before the scheduled pickup time.
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Cancellations made within 48 hours of pickup are subject to a 25% cancellation fee.
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In genuine emergency situations, such as flight issues, medical reasons, or family emergencies, CRUZA may provide a full refund after reviewing the circumstances.
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No-shows without prior notice may be subject to applicable charges, up to one rental day.
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Eligible refunds are normally processed within 5–10 business days, depending on the customer’s bank or payment provider.
15. Customer Information & Privacy
CRUZA may collect personal information required to process reservations, verify the renter’s eligibility, provide the rental service, process payments, communicate with the customer, and comply with applicable laws and regulations.
Customer information will be handled in accordance with applicable laws and may be shared with relevant authorities, insurance providers, payment providers, or service providers where reasonably necessary to provide the service or comply with legal requirements.
16. Customer Responsibility
The renter is responsible for complying with these Terms & Conditions throughout the rental period.
CRUZA reserves the right to refuse, suspend, or terminate a rental where there is:
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A violation of these Terms & Conditions
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Misuse or suspected misuse of the vehicle
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Incorrect, incomplete, or misleading information
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Unauthorized use of the vehicle
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A failure to comply with applicable laws or rental requirements
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A situation that may place the vehicle, CRUZA, its employees, or other road users at unreasonable risk
17. Limitation of Responsibility
CRUZA will take reasonable steps to provide the agreed rental vehicle and services. However, CRUZA shall not be responsible for delays, losses, or inconvenience caused by circumstances beyond its reasonable control, including accidents, road closures, traffic conditions, government restrictions, weather conditions, mechanical or operational circumstances, or other unforeseen events.
Nothing in these Terms & Conditions is intended to exclude or limit any liability that cannot legally be excluded or limited under the applicable laws of the Sultanate of Oman.
18. Changes to These Terms
CRUZA may update these Terms & Conditions from time to time.
The latest version will be published on cruzaoman.com. The terms applicable to a confirmed booking will remain subject to the conditions communicated or agreed with the customer at the time of booking, unless changes are required by law or are otherwise agreed.
19. Applicable Law
These Terms & Conditions and the rental services provided by CRUZA are governed by the applicable laws and regulations of the Sultanate of Oman.
20. Contact Us
For reservations, inquiries, or customer support:
CRUZA Rent a Car
Website: cruzaoman.com
Email: info@cruzaoman.com
Phone / WhatsApp: +968 7999 0754
Location: Beside Muscat Express Hotel, Muscat, Oman
By making a reservation or accepting a vehicle from CRUZA Rent a Car, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.