Terms of service
Last updated 16 October 2026 · terms version 2026‑10‑16.2
1. Who we are
Appeal My Rental is a name used by Elbek, a Finnish sole trader. Business ID 3570992-5 (Finnish Trade Register). Address: Myllyväenkatu 10 D 3, 00920 Helsinki, Finland. Phone +358 40 757 0116. Email [email protected].
We are not linked to, and do not act for, any car rental company, broker, bank or card scheme.
2. What we do
Appeal My Rental prepares a document pack for a customer who disputes a charge a car rental company made after the rental (for damage, keys, fuel, cleaning, a late return, extras, mileage, fees, fines or a deposit that was not released), based on the information and documents you give us. A pack contains:
- a dated letter to the rental company that disputes the charge, asks for the evidence and asks for the charge to be put on hold;
- a filled complaint text for the dispute body that fits your rental (for example ECRCS, BVRLA conciliation, a Portuguese consumer arbitration centre or the European Consumer Centre), or, where no such body takes your case, a complaint text for the official complaint routes in the rental country;
- a letter to your card issuer for a card dispute, where we offer it. We do not prepare this letter, or any section 75 claim, for customers living in the United Kingdom; their pack only says that they can ask their card issuer;
- a dated roadmap with the order of the steps and the deadlines, and a short guide to small claims.
We do not represent you, and we do not contact the rental company, a dispute body, your bank or a court on your behalf. You decide whether and how to use the documents. The dispute bodies named in your pack are free to use, with or without us.
3. Who prepares your pack
We hereby inform you that Elbek (Appeal My Rental) does not have professional liability insurance. This means that only Elbek (Appeal My Rental) itself can be required to cover claims arising from errors or defects in the documents we prepare. As a customer, you therefore risk that any claim for damages you may have cannot be paid.
Your pack is prepared by Appeal My Rental from your answers, by fixed rules, using the published rules of the card schemes and the dispute bodies and consumer law, with care. We are not a law firm and have no formal legal education. The pack is not legal advice about your individual case.
We never receive or hold money on your behalf. Any refund is paid to you directly by the rental company or your bank. We keep what you tell us confidential and use it only for your case.
4. No guarantee of outcome
The rental company, a dispute body, your bank or a court decides your case. We cannot promise any result, refund or timeline. You pay our fee even if the charge is not reversed.
5. Your part
- Give us correct and complete information. The pack is only as accurate as what you tell us.
- Check the pack before you use it, and send the documents yourself.
- We tell you the deadlines that apply to your case as accurately as we can. Sending the documents in time after we deliver them is up to you.
- Follow the order the roadmap gives. Some dispute bodies refuse a case that has already been raised with your bank.
- If you refuse to pay a charge, the rental company may pass it to a debt collector or take you to court. The pack explains this risk and what to do with official papers. The decision is yours.
- Only give us documents you have the right to share. Do not upload card numbers or ID documents.
6. Case check before you pay
We check your form answers against fixed rules within 1 working day of receiving the form. This is not a legal assessment of your case. The pack is not for these cases, and we tell you so and you pay nothing:
- the return report you signed lists the new damage;
- the car was rented outside the EU, EEA, UK and Switzerland;
- the amount is under €50;
- the case is already with a court or another dispute body;
- it is an accident or insurance case, not a disputed charge;
- the time limits the pack is built on have passed (card disputes usually within 120 days of the charge, the industry dispute services within 12 months of the company's final answer);
- you live in a country we do not serve yet (Portugal and Austria).
If the amount is under €150 or £150, the form shows a note that the pack may not be worth the price. For customers living in Germany the check is fully automatic: the form answers are checked against these rules by our software, and the payment email or the answer that the pack does not fit is sent automatically.
7. Price and payment
The price is a flat fee of €39 per case, whatever the amount charged. The price is the total price. No VAT is charged (small business exemption under the Finnish VAT Act). There are no other fees. You see the total price on your order page before you pay.
You pay on Stripe's secure payment page by card, Apple Pay or Google Pay. The methods shown depend on your device and country. We never see your full card details.
8. How the order works
- You send your case with our case form. This is only an inquiry and costs nothing. You can check and correct everything on the form before you send it, and you can reply to our email to correct details later.
- We check your answers against the fixed rules in section 6. If the pack fits your case, we email you a link to your personal order page.
- On the order page you see what you get and the total price, and accept these terms. You can also ask us to start at once. This is optional.
- You pay on Stripe's payment page. The contract is made when your payment is complete.
- We email you an order confirmation with these terms and the model withdrawal form attached. We keep a record of the contract (the terms version, your choices and the payment) and send you a copy if you ask.
- If you asked us to start at once, we deliver your pack by email within 2 working days of payment. If not, we deliver it within 2 working days after your 14-day withdrawal period has ended. If waiting would cost you a card-dispute deadline, we say so on the order page before you pay, and the dates in your pack count from the day you receive it. If we need more information from you, the time starts when we receive it.
The contract is made in English. We are not bound by any code of conduct.
9. Right of withdrawal
You have the right to withdraw from (cancel) this contract within 14 days without giving any reason. The withdrawal period ends 14 days after the day the contract is made (the day you pay).
To withdraw, tell us your decision with a clear statement, for example by email to [email protected] or by letter to Elbek (Appeal My Rental), Myllyväenkatu 10 D 3, 00920 Helsinki, Finland. You can use the model withdrawal form below, but you don't have to.
You can also withdraw online with our withdrawal function: the link "Withdraw from contract here" at the bottom of every page (appealmyrental.com/withdraw). If you use it, we send you an acknowledgement on a durable medium (by email) without undue delay, stating the content of your withdrawal and the date and time you sent it. We also confirm withdrawals sent by email or letter.
To meet the deadline, it is enough that you send your withdrawal before the 14 days have passed.
Effects of withdrawal. If you withdraw, we refund all payments we have received from you without undue delay and at the latest 14 days after we receive your withdrawal. We use the same payment method you used, unless you have expressly agreed to something else. You pay no fees for the refund.
If you ask us to start at once. On the order page you can ask us to start preparing your pack during the 14-day period. This is your choice. If you ask us to start and confirm that you understand this, your right of withdrawal ends when we have delivered your pack, because the service is then fully performed. The law would allow us to charge for work done before you withdraw, but we don't: if you withdraw before delivery, you get a full refund.
If you don't ask us to start at once. You still pay on the order page, but we wait until your 14-day withdrawal period has ended. We then deliver your pack within 2 working days (at the earliest on day 15 after payment). Until delivery you can withdraw and get a full refund.
Cancelling later. Even after the 14 days, you can cancel at any time until we deliver your pack, and you get a full refund.
(complete and return this form only if you wish to withdraw from the contract)
– To Elbek (Appeal My Rental), Myllyväenkatu 10 D 3, 00920 Helsinki, Finland, [email protected]:
– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): ____
– Ordered on (*)/received on (*): ____
– Name of consumer(s): ____
– Address of consumer(s): ____
– Signature of consumer(s) (only if this form is notified on paper)
– Date: ____
(*) Delete as appropriate.
10. If we make a mistake
If your pack is not as agreed, for example because it contains a mistake on our side, you have the rights the law gives you for defective services. Tell us and we will fix it free of charge within 2 working days, or refund you. If our mistake causes you a loss, we compensate you as the law requires.
We are not responsible for:
- decisions of the rental company, a dispute body, your bank or a court;
- losses caused by wrong or incomplete information you gave us;
- deadlines missed because you sent the documents late after we delivered them on time.
11. Complaints and disputes
If something went wrong, email [email protected]. We answer within 5 working days and try to put it right.
If we can't agree, you can take the dispute to the Finnish Consumer Disputes Board (Kuluttajariitalautakunta, kuluttajariita.fi). First complain to us in writing; an email is enough. The Board is free of charge, handles complaints in Finnish or Swedish (an unofficial translation is enough), and its decisions are recommendations. Consumers in Finland can get free help from the consumer advice service of the Finnish Competition and Consumer Authority (kkv.fi).
Consumers in other EU countries, Norway or Iceland can get free help from the European Consumer Centre in their own country.
You can also take the matter to court. As a consumer you can sue us in the courts of the country where you live.
These terms are governed by Finnish law. If you live in another country, you also keep the protection of the mandatory consumer laws of that country.
12. Changes
We may update these terms. The version shown when you pay applies to your order, and it is attached to your order confirmation.