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SUPPORT – ASSISTANCE

Choose a topic to see the answers from our FAQ and the Rental Conditions straight away. If you still need help, write to us using the form below.

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Change my booking

  • To change your booking (for example the dates, the time or the return location), write to us using the form below, quoting your booking number. Changes depend on availability and on the rental company’s agreement and may change the price.

    Source: Terms and Conditions, point 5.2

  • You receive your booking number after submitting your booking, together with an e-mail with its details.

    Source: Terms and Conditions, point 4.5

  • Returning the car elsewhere: If, after pick-up, you want to return the car to another place within a 100 km radius, you need the rental company’s consent and pay a relocation fee of between €30 and €250, communicated by SMS or e-mail. If you return it to another location without notifying the rental company in advance, the fee is €550.

    Source: Rental Conditions, art. 3.3, 3.4

  • Want to extend your rental? Extension: Give notice of your intention to extend at least 24 hours before the contract expires; the rental is extended only with the written agreement of both parties.

    Source: Rental Conditions, art. 8.2

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Cancellation

  • You can cancel your booking on the Check reservation page, with the booking number and your e-mail address, as long as the rental company has not processed it and the pick-up time has not passed. Otherwise, write to us using the form below with your booking number, and we will pass your request on to the rental company.

    Source: Terms and Conditions, point 5.1

  • Nothing is paid online on Car-Rentals.ro: you pay for the rental, the options chosen and any additional fees directly to the rental company when you collect the car.

    Source: Terms and Conditions, point 4.3

  • Cancellation after a payment in advance: If you paid anything in advance directly to the rental company, on cancellation you receive a voucher of the same value, valid for 12 months; amounts paid in advance are not refunded in money.

    Source: Rental Conditions, art. 9.4

  • The 14-day right of withdrawal does not apply to car rental for a specific date or period, but this does not limit your ability to cancel the booking as described above.

    Source: Terms and Conditions, point 5.4

  • Minimum requirements: If you do not meet the minimum rental requirements, the rental company may cancel the booking, including one made through Car-Rentals.ro. Late pick-up: If you arrive more than an hour after the agreed pick-up time without giving notice, the confirmed booking may be cancelled.

    Source: Terms and Conditions, point 4.7 Rental Conditions, art. 2.4, ch. 2

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Where do I collect the car?

  • You will find the place, date and time of pick-up and return in the e-mail with your booking details and on the Check reservation page. Handover of the car: The car is handed over and returned at the place, date and time chosen when booking and stated in the contract. At pick-up, check the car and note any scratch or problem in the handover-return report.

    Source: Terms and Conditions, point 4.5 Rental Conditions, art. 3.1, 3.1.2

  • Delivery to your address: it cannot be booked online. You collect and return the car at the rental company’s points in the booking form, at the office or at the airport. For a special request, write to us through the assistance form: we discuss it with the rental company, and the company decides whether it is possible.

    Source: FAQ

  • Handover hours: Handover and return take place Monday to Sunday, between 08:00 and 20:00. Outside these hours they are done on request, for a fee of €20 per handover and/or return.

    Source: Rental Conditions, art. 3.2

  • Fuel: Return the car with the same amount of fuel as at pick-up, as recorded in the handover-return report; otherwise you pay a refuelling fee and the missing fuel.

    Source: Rental Conditions, art. 3.12

  • Running late for pick-up? Let the rental company know in good time. Late pick-up: If you arrive more than an hour after the agreed pick-up time without giving notice, the confirmed booking may be cancelled.

    Source: Rental Conditions, art. 2.4

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Required documents

  • Documents: When you sign the contract, you present your original driving licence, an identity document and a credit card valid for at least 3 months after the contract closing date.

    Source: Rental Conditions, art. 2.1

  • International driving permit: It is mandatory for citizens of states that are neither parties to the Vienna Convention on Road Traffic nor members of the European Union, or with which Romania has not concluded a treaty on the mutual recognition of driving licences, for holders of documents issued in countries using a script other than the Latin alphabet, and for licences obtained in right-hand-drive cars (for example the UK, India, Australia, Japan).

    Source: Rental Conditions, art. 2.1

  • Card for the deposit: A credit card is mandatory for the deposit. Pre-paid cards, virtual cards, cards not marked “credit” or not embossed and Diners Club cards are not accepted; fintech cards (Revolut, Monese, N26, etc.) and virtual cards can be used only to pay for services, not for the deposit.

    Source: Rental Conditions, art. 2.1, 6.3

  • If the card for the deposit is not in the main driver’s name, ask Car-Rentals.ro before you book, through the assistance form.

  • Refund of the deposit: The deposit is pre-authorised or charged on the card and refunded after the car is returned, within a maximum of 90 days from the signing of the return report.

    Source: Rental Conditions, art. 6.9

  • Additional drivers: Only the drivers named in the contract may drive the car. Each additional driver must meet the same rental conditions; the fee is €10 per day for each driver.

    Source: Rental Conditions, art. 2.3, 2.5

  • Driver ages accepted for booking: On Car-Rentals.ro you can book for drivers aged 19 to 80.

  • Minimum time with a driving licence: On Car-Rentals.ro you can book with a driving licence held for at least 1 year.

  • Driving experience: A fee is charged per rental, regardless of its duration, for drivers who have held their licence for less than 1 year or for 1 to 3 years; for a main driver who has held a licence for 1 to 3 years, the fee is included in the total shown. Driver’s age: If a driver named in the contract is between 18 and 21 years old or over 65, a young or senior driver fee is charged, calculated automatically and included in the total shown, and the liability limit cannot be reduced with SCDW or SCDW+.

    Source: Rental Conditions, art. 2.2, 4.3

  • Minimum requirements: If you do not meet the minimum rental requirements, the rental company may cancel the booking, including one made through Car-Rentals.ro.

    Source: Terms and Conditions, point 4.7 Rental Conditions, ch. 2

From the FAQ

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Emergency / breakdown on the road

Accident

  1. Make sure everyone is safe. The single emergency number is 112. Accident with injuries or several cars: If anyone is injured or more than two cars are involved, call the Police: you need the police report and the repair authorisation.

    Source: Rental Conditions, art. 7.5

  2. Call the emergency (SOS) number on this page straight away. Damage and malfunctions: Notify the rental company of any damage or malfunction as soon as you find it and follow exactly the procedure it gives you.

    Source: Rental Conditions, art. 2.17, 7.1

  3. Accident between two cars: Fill in the amicable accident report together if the fault is acknowledged; if you do not agree, obtain the police report and the repair authorisation from the Police. If you are not at fault, you also need copies of the at-fault driver’s RCA insurance, vehicle registration certificate, identity document and driving licence.

    Source: Rental Conditions, art. 7.3, 7.4

  4. Animal or obstacle hit: If you have hit an animal or an obstacle, notify the Police immediately. Damage by an unknown party: If the car was damaged by an unknown party (for example in a car park), obtain the repair authorisation from the Police before returning it.

    Source: Rental Conditions, art. 7.6, 7.2

  5. Documents after damage: Check that the documents are filled in correctly. If you do not follow the procedure, you are liable for the entire value of the repairs, the immobilisation costs and the loss of use of the car.

    Source: Rental Conditions, art. 7.7, 7.8

Breakdown or technical fault

  • Roadside assistance: You have 24/7 roadside assistance in Romania in the event of a mechanical breakdown; repairing tyres after a puncture and topping up fluids are not included.

    Source: Rental Conditions, art. 1.2

  • Repair shops: Do not take the car to a repair shop, not even for parking, without the rental company’s written consent.

    Source: Rental Conditions, art. 2.25

  • Replacement car: If the damage cannot be fixed on the spot and was not your fault, the car is replaced, subject to availability, within 24 hours of your written notification.

    Source: Rental Conditions, art. 1.3

Theft or lost keys / documents

  • Theft: In the event of theft, notify the rental company immediately and report the theft to the Police as soon as you discover it.

    Source: Rental Conditions, art. 2.24

  • Lost keys or documents: If you lose the car’s keys or documents, notify the rental company immediately.

    Source: Rental Conditions, art. 2.16

From the FAQ

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Invoice

  • Invoice: The rental invoice is issued by the rental company, in lei, at the euro exchange rate of the National Bank of Romania (BNR) plus 2% on the day the invoice is issued.

    Source: Terms and Conditions, point 4.3 Rental Conditions, art. 6.2

  • Car-Rentals.ro takes no payment. Payment: You pay the rental company for the rental, the options chosen and any fees at pick-up, by credit or debit card (Visa, MasterCard, American Express) or in cash; pre-paid cards and Diners Club cards are not accepted.

    Source: Terms and Conditions, point 4.3 Rental Conditions, art. 6.1, 6.3

  • Payment at return and later charges: At return you settle the remaining obligations, based on the payment document issued by the rental company. Amounts arising later (for example fines, missing fuel or damage) may be charged to your card, with written notice and an e-mail stating the amount charged.

    Source: Rental Conditions, art. 6.5, 6.6

  • A question about an invoice or an amount charged? Write to us with your booking number: we pass your request on to the rental company, which is responsible for invoicing.

    Source: Terms and Conditions, point 6.3, 11.1

From the FAQ

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