Last updated: December 16, 2025.

DEFINITIONS

Seller / Service Provider (“we”, “us”, “CarLock”): Protectus d.o.o., Mednarodni prehod 6, 5290 Šempeter pri Gorici, Slovenia, VAT number: SI55517463.

Customer (“you”): consumer or business purchasing the Device and subscribing to the CarLock Service.

Device: the CarLock hardware and accessories.

App: The CarLock mobile application and connected online service.

CarLock Service: means jointly Device and App (goods with digital elements).

Effective Date: date you place the order or create an account (whichever occurs first).

Please read these Terms and Conditions ("Terms", "Terms and Conditions" ) carefully before purchasing the Device and subscribing to the CarLock Service and start using CarLock Service. By ordering, registering an account, or using the CarLock Service, you accept these Terms and the Privacy Notice.

WITHDRAWAL AND REFUND POLICY

If you are an EU consumer purchasing Device and CarLock Service on our online store, you have a 14-day right to withdraw without giving any reason, subject to statutory exceptions as outlined in these Terms. The period runs from delivery of the Device (goods) or subscription conclusion (services/digital content not on a tangible medium). The right of withdrawal does not apply once the CarLock Service has begun to be performed with your prior express consent and acknowledgment that you thereby lose your right of withdrawal under Article 16(a) of Directive 2011/83/EU. By activating or accessing the CarLock Service immediately after subscription, you agree that the CarLockService starts at once and that you lose your 14-day withdrawal right. If you withdraw within a 14 days withdrawal period from the contract before activating or accessing the CarLock Service, we will refund all payments received without undue delay and, in any event, within 14 days from the day on which we are informed of your decision to withdraw. If the service has already begun without your valid consent to waive the withdrawal right, we may deduct a proportionate amount corresponding to the services already provided.

To withdraw, notify us within 14 days from the date of purchasing the Device or subscribing to CarLock Service by clear statement addressed to support@carlock.co with clearly stating in the title of the email: STATUTORY WITHDRAWAL; you must return the Device in reasonable condition and you may be liable for diminished value caused by handling beyond what is necessary to establish nature, characteristics and functioning. We will refund you within statutory deadlines, including standard delivery costs. Local mandatory rules apply.

Outside of the above framework paid subscription fees for CarLock Service are non-refundable.

PRICES, SHIPPING, TAXES AND LEGAL TITLE

All prices displayed on our website in the CarLock online store are shown in euros (EUR) or other currency as indicated in the online store and include applicable value-added tax (VAT) and other statutory charges, unless expressly stated otherwise. Prices are set separately for Device and for subscription for CarLock Service.

Any additional delivery, handling, or payment-processing fees will be clearly indicated before you confirm your order. The total amount payable — including VAT, shipping, and any applicable surcharges — will be displayed at checkout and in your order confirmation.

For business customers registered for intra-Community supply, VAT exemption may apply subject to valid VAT identification and verification under EU rules.

Available shipping options, carriers, and delivery charges are shown at checkout prior to order confirmation.

We will deliver the Device to the address you specify in your order confirmation. Estimated delivery times are indicative only and may vary depending on destination and carrier performance. You will receive tracking information once your order has been dispatched.

The risk of loss or damage to the Device passes to you upon physical delivery of the goods to you or to a third party designated by you (for consumers), or upon hand-over to the first carrier (for business customers), in accordance with applicable EU consumer-protection laws.

Until such delivery, the Device remains at our risk.

Title to the Device (ownership rights) passes to you only after full payment of the purchase price and all applicable charges have been received and cleared in our account.

Until payment is received in full, we retain ownership of the goods, and you agree to handle them with reasonable care and not to sell, pledge, or otherwise encumber them.

We may, at our discretion, deliver the order in one or more shipments. In such cases, you will not incur additional delivery costs beyond those originally agreed.

LEGAL GUARANTEE OF CONFORMITY (EU CONSUMER RIGHTS)

If you are a consumer residing in the European Union, your purchase of the CarLock service is covered by the statutory legal guarantee of conformity under applicable national laws implementing Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods.

We are liable for any lack of conformity that exists at the time of delivery and becomes apparent within two (2) years from that date. A lack of conformity exists where the CarLock service does not meet contractual specifications, is not fit for its ordinary purpose, does not correspond to its description, or lacks the quality and performance that you can reasonably expect, including where digital elements (software, connectivity, or firmware) are missing, defective, or not updated as required.

In the event of non-conformity, you have the right—free of charge—to request:

Because the CarLock Service includes digital components and depends on the App we may need to provide software or firmware updates, including security updates, that are necessary to maintain conformity. You must install such updates within a reasonable time after notification. Failure to install an update may affect your rights if the lack of conformity results solely from your failure to do so.

This statutory legal guarantee applies automatically and independently of any commercial warranty we may offer. It cannot be limited or replaced by such warranty and remains valid for at least two years from delivery, regardless of any additional voluntary warranty you may receive.

COMMERCIAL LIFETIME WARRANTY

In addition to your statutory rights (as outlined in previous section), we voluntarily provide a commercial lifetime warranty (“Lifetime Warranty”) for the Device, subject of you filling out the form https://www.carlock.co/warranty and having an active subscription to the CarLock Service and all your due fees have been fully paid for.

The Lifetime Warranty covers manufacturing defects and material failures of the Device as long as the Device remains in continuous use by the original purchaser and is used in accordance with installation and safety instructions and as long as you have an active subscription to the CarLock Service.

If a defect covered by this Lifetime Warranty occurs, we will, at our sole discretion, either:

This Lifetime Warranty does not cover:

This warranty is non-transferable and applies only to the original purchaser who registers the Device with the App. It remains valid for as long as the Device is in use under an active subscription and supported by CarLock, or until we cease production and support of the product line, whichever occurs later.

To make a claim under this Lifetime Warranty, contact our support team at support@carlock.co with proof of purchase, product serial number, and a description of the issue. You must ship the Device to the address we provide. Shipping costs are borne by you; we will cover the cost of repair or replacement and the return shipment.

DIGITAL CONTENT AND SERVICES - UPDATES AND CONFORMITY

The App constitutes digital content and digital services within the meaning of Directive (EU) 2019/770 on certain aspects concerning contracts for the supply of digital content and digital services.

In accordance with Directive (EU) 2019/770 and applicable national laws, we will provide, free of charge, all functional, performance, and security updates that are necessary to keep the App in conformity with the contract for the duration of:

These updates may include patches, firmware upgrades, compatibility adjustments, and security enhancements required to maintain the intended operation of the App in connection with your Device and mobile operating system.

We will inform you, in a clear and comprehensible manner, about:

Notifications may be delivered through the App, e-mail, or our website. Critical security updates may be installed automatically when necessary to maintain conformity or safety.

You must install the updates within a reasonable time after we make them available. Failure to install an update within such reasonable time, or to follow the installation instructions we provide, may affect the conformity of the App or CarLock service and may limit your right to remedies if the lack of conformity results solely from your failure to install the update.

If the App fails to conform to the contract, you are entitled to remedies under the applicable provisions of Directive (EU) 2019/770 and national implementing legislation, including:

These rights apply without prejudice to your statutory rights under national consumer-protection laws and any additional commercial warranties we may provide.

Because the Device and the App form a connected good (a good with digital elements), we will continue to provide updates for as long as the CarLock service is supplied under subscription period.

Updates for the App, firmware, or CarLock service may be delivered through one or more of the following channels:

We take reasonable steps to ensure that updates are digitally signed, authenticated, and compatible with supported versions of the Device and operating systems.

You agree to enable and maintain the connectivity, permissions, and configurations necessary to allow the Device and App to receive and install such updates. We are not responsible for any failure or delay in update installation caused by your network configuration, disabled update settings, or interference by third-party software.

CONNECTIVITY AND THIRD PARTY NETWORKS

The CarLock Service relies on mobile data connectivity, Global Navigation Satellite System (GNSS) signals (e.g. GPS, Galileo), and your smartphone and vehicle environment to function properly.

Continuous data transmission between the Device, the App, and our servers is necessary for real-time location, alerts, and other connected features. The quality and availability of such connectivity depend on third-party providers, including mobile network operators, internet service providers, satellite operators, and the manufacturer of your smartphone or vehicle systems.

Coverage, latency, roaming restrictions, local network outages, atmospheric interference, or hardware/software incompatibility on your smartphone or in your vehicle may temporarily or permanently affect the performance of the Service.

We shall not be held responsible for any temporary unavailability, degraded performance, delayed data transmission, or loss of functionality caused by:

We will take all reasonable technical and organizational measures to ensure that the Service functions as described, provided that the required external connectivity and compatible environment are available.

Our obligations under Section (Legal Guarantee) and Section (Updates and Conformity) remain limited to the aspects of the Device, App, and CarLock service that are within our control.

To the extent permitted by applicable law, we disclaim liability for unavailability or reduced performance of the CarLock service resulting solely from factors outside our reasonable control, provided that we have fulfilled our obligations under the contract and applicable EU law.

Nothing in this Section limits your statutory rights as a consumer under EU law, including your rights to remedies in case of a lack of conformity of the Device or Service that falls within our responsibility.

Neither Party shall be liable for any delay or failure to perform its contractual obligations (except payment obligations) if and to the extent such delay or failure results from Force Majeure, meaning an event or circumstance beyond the reasonable control of the affected Party which could not reasonably have been foreseen or avoided.

Force Majeure events include, without limitation:

During a Force Majeure event, the obligations of the affected Party shall be suspended for the duration and to the extent of the impediment. The affected Party shall:

  1. Notify the other Party promptly of the Force Majeure event and its expected duration; and

  2. Use reasonable efforts to mitigate the effects and resume performance as soon as practicable.

Where the Force Majeure event continues for more than sixty (60) days, either Party may terminate the affected contract or service by written notice without liability for damages, other than the settlement of amounts accrued up to the termination date.

To the extent permitted by applicable law, we are not liable for any loss, damage, or failure of the Service resulting solely from a Force Majeure event, provided that we have taken reasonable measures to prevent or mitigate its impact.

Nothing in this Section affects your statutory consumer rights, including any remedies you may have for lack of conformity of the Device or Service that is unrelated to the Force Majeure event.

INSTALLATION, SAFETY AND USE

Device must be installed, connected to the App, and used strictly in accordance with our official installation instructions, safety guidelines, and user documentation supplied with the Device or purchase of the subscriptions to CarLock service or as available on our website.

The CarLock service is designed to operate as an electronic vehicle-monitoring and security system, which collects and transmits motion, vibration, and location data to the App and cloud service. To ensure proper operation, the Device must:

You are responsible for ensuring that your vehicle environment, electrical connections, and mobile-data plan support the Device’s functionality. We recommend professional installation by an authorized technician if you are uncertain about the process.

You must not open, modify, disassemble, reverse-engineer, or tamper with the Device, firmware, or any part of the Service.

Unauthorized modification, connection to unapproved power sources, or interference with antennas or communication modules may:

Any damage or malfunction caused by such actions is not covered by the legal guarantee or any commercial warranty.

Certain features of the CarLock service — in particular location tracking, motion detection, and event reporting — may be subject to legal restrictions under EU and national law, especially when used in contexts involving employees, drivers, or other third parties.

You are solely responsible for ensuring that your use of the CarLock service complies with all applicable laws, including but not limited to:

Where required, you must obtain all necessary notices, authorizations, and consents from any person whose data may be processed (e.g. drivers, employees, or vehicle users) before activating tracking or monitoring features.

We act as a data controller only for processing activities necessary to operate the CarLock service (see our Privacy Notice). You remain the data controller for any personal data you collect or process through your own use of the Device and CarLock service.

The Device bears the CE marking and complies with applicable EU safety and radio-equipment requirements. You must use the Device only as intended and maintain it in a safe condition.

Failure to follow installation or usage instructions, or to use the Device in accordance with applicable laws, may limit your rights under this Agreement and could result in liability for any resulting damage or regulatory violations.

ENVIRONMENTAL - WEEE & BATTERIES

The Device contains electronic components that fall under the scope of the EU Waste Electrical and Electronic Equipment (WEEE) Directive 2012/19/EU, as transposed into national law in the Member State of purchase.

You must not dispose of the Device or its accessories with household waste. To protect the environment and human health, please dispose of the Device through designated collection systems for electrical and electronic equipment.

Our products are marked with the crossed-out wheeled bin symbol, indicating that they must be collected separately.

Proper recycling of end-of-life devices are available free of charge for consumers. You can also obtain information about the nearest collection point from your local municipal waste authority.

The CarLock Device may contain a rechargeable or non-rechargeable battery necessary for its operation. Batteries are subject to the EU Batteries Regulation (EU) 2023/1542.

In case of the CarLock rechargeable Device the battery replacement is made by sending the Device to our address or addresses as indicated in our support instructions. We will replace it with a new one and send the portable Device back to the address as you have indicated.

By returning your used Device and batteries through official collection channels, you contribute to the reuse, recycling, and recovery of valuable materials and help prevent potential negative effects on the environment and human health.

We continuously monitor updates to EU environmental legislation and maintain internal processes to ensure that CarLock products remain compliant with current and future sustainability requirements.

DEVICE SAFETY AND COMPLIANCE

We place on the EU market only safe products that comply with applicable European Union legislation.

The Device is manufactured in accordance with applicable European Union legislation, including the Radio Equipment Directive (2014/53/EU) and the RoHS Directive (2011/65/EU). Each device bears the CE marking, confirming conformity with the essential health, safety, and electromagnetic compatibility requirements of EU law. The CE mark applies only to Devices as placed on the market and does not extend to the associated software, mobile applications or cloud services.

In particular, the Device complies with the:

Each Device bears the required CE marking, confirming conformity with relevant EU standards and regulations.

We maintain technical documentation, risk assessments, and declarations of conformity, which are available upon request. We also maintain full traceability of product batches, components, and suppliers in accordance with Article 20 of the General Product Safety Regulation (EU) 2023/988.

We continuously monitor the safety and performance of the Device throughout its lifecycle.

If we identify or become aware of any risk to health, safety, or compliance, we may — in line with our legal obligations — take appropriate corrective actions, including but not limited to:

We will notify consumers and relevant authorities promptly and transparently of any safety-related corrective actions, as required under Articles 35–38 of the General Product Safety Regulation (EU) 2023/988.

You agree to cooperate reasonably with us in the event of a safety action (such as installing a mandatory safety update, returning a recalled product, or following specific safety instructions).

To the extent permitted by law, we are not liable for any loss or damage arising from your failure to follow such safety instructions, apply mandatory updates, or return affected products as directed.

Nothing in this clause limits or excludes any rights you have under EU consumer-protection or product-safety laws.

The EU Declaration of Conformity and supporting compliance documentation are available to consumers and competent market-surveillance authorities upon request. The Declaration includes identification of the product model, reference to applied harmonized standards, and details of the responsible manufacturer and EU authorized representative, as required under Article 18 of the Radio Equipment Directive (2014/53/EU).

INTELLECTUAL PROPERTY AND LICENCE

All intellectual property rights in the CarLock Service and related software or documentation are and shall remain our exclusive property or of its licensors.

We grant you a personal, limited, non-exclusive, non-transferable, and revocable license to install and use the App Service solely in connection with the Device and for your own lawful personal or business use, in accordance with these Terms & Conditions.

This license does not grant you any ownership rights in the App or underlying technology. You may not reproduce, modify, decompile, disassemble, reverse-engineer, translate, or distribute the App, nor allow any third party to do so, except where expressly permitted by mandatory law.

All trademarks, trade names, and logos used in connection with the CarLock Service remain the property of their respective owners. No rights or licenses are granted beyond those expressly stated in these Terms.

Maintenance & End-of-Support

Support of the CarLock Service is offered free of charge for the duration of the CarLock Service subscription. Any support requests are to be addressed at support@carlock.co It may happen that during your subscription support for your Device ends (e.g. network shut down) will end. In such cases we will provide a way to upgrade the Device to a new model.

Subscription Term & Cancellation

CarLock Service is billed on a subscription basis ("Subscription(s)"). You will be billed in advance on a recurring and periodic basis ("Billing Cycle") until you indicate in the App to stop automatic payments. Billing cycles are set either on a monthly or annual basis, depending on the type of subscription plan you select when purchasing a Subscription.

At the end of each Billing Cycle, your Subscription will automatically renew under the exact same conditions unless you cancel it or we cancel it. You may cancel your Subscription renewal either through your online account management page or by contacting our customer support team.

A valid payment method, including credit card or PayPal, is required to process the payment for your Subscription. You shall provide us with accurate and complete billing information including full name, address, state, zip code, telephone number, and a valid payment method information. By submitting such payment information, you automatically authorize us to charge all Subscription fees incurred through your account to any such payment instruments.

Should automatic billing fail to occur for any reason, we will issue an electronic invoice indicating that you must proceed manually, within a certain deadline date, with the full payment corresponding to the billing period as indicated on the invoice.

LIABILITY

Nothing in these Terms shall exclude or limit any liability that cannot be excluded or limited under applicable law, including liability for:

These exclusions and limitations apply to the fullest extent permitted by law.

If a defect in the CarLock Device causes damage, your rights under applicable EU product-liability legislation remain unaffected.

Products placed on the EU market before 9 December 2026 are governed by the current Product Liability Directive (85/374/EEC). Products placed on the market on or after that date will be covered by the new Product Liability Directive (EU) 2024/2853, which extends liability rules to modern digital and connected products.

We comply with all obligations under the applicable regime and maintain appropriate traceability and safety procedures.

For all other types of loss or damage arising from or related to the App, Carlock Service, or Device, and to the maximum extent allowed by law, we shall not be liable for:

Except where prohibited by mandatory consumer law, our total aggregate liability — whether in contract, tort, or otherwise — shall be limited to the higher of:

Multiple claims arising from the same event or series of related events shall be treated as a single claim for the purpose of this limitation.

Governing Law

These Terms & Conditions and any dispute, controversy, or claim arising out of or in connection with them, the Device, App or the CarLock Service shall be governed by and construed in accordance with the laws of the Republic of Slovenia, without regard to its conflict-of-law rules.

The courts of Ljubljana, Slovenia, shall have exclusive jurisdiction to settle any such dispute, controversy, or claim.

However, if you are a consumer resident in another Member State of the European Union, you will retain the protection of any mandatory provisions of consumer law in your country of residence, and you may bring legal proceedings relating to these Terms in either:

Nothing in this clause limits any rights you may have under applicable EU law to submit a dispute to an alternative dispute resolution (ADR) body or to use the EU Online Dispute Resolution (ODR) platform.

Privacy and personal data processing

Our Privacy Policy in relation to use of the Carlock Service is available HERE

Contact Us

If you have any questions about this policy, please contact us at info@carlock.co

Protectus d.o.o., PE Protectus PTP,
Vrtojba, Mednarodni prehod 6, 5290 Šempeter pri Gorici, Slovenia, EU