Thank you for your feedback. We would like to clarify that while we do offer full insurance, as with all international rental companies, it comes with certain limitations. These include:
Reckless use of the vehicle
Driving under the influence
Damages underneath the car caused by off-road driving or very poor road conditions
Use of the wrong type of fuel
Lost keys
Personal belongings inside the car
Damage to tires, rims, or glass caused by reckless driving
All these details and conditions are clearly explained in the rental agreement that every client receives and signs before taking the vehicle, and such exclusions are standard across the car rental industry.
Regarding fuel, we apply the same-to-same policy. Because we do not take a deposit, we cannot charge clients if the car is returned with less fuel than it had at the start, so this system ensures fairness for both sides.
We also want to note that even though the vehicle was damaged due to off-road use, you were not charged anything extra.