Delivery and cancellation policy

                                                           Vehicle Delivery and Reservation Cancellation Policy

This policy regulates the vehicle delivery procedure within the car rental services provided by Autonom Services SA, as well as the cancellation conditions applicable to placed orders. This policy forms an integral part of the General Terms and Conditions and applies to all reservations made.

This cancellation policy applies only to payments made through the Netopia Payments system.

1. Vehicle Delivery / Handover Policy

The car rental service offered by Autonom aims to ensure fast, safe, and quality-compliant delivery. The method of delivery or handover depends on the client’s preferences.

1.1 Delivery Methods

Pick-up from the branch — The client arrives at the selected branch on the confirmed date and time to pick up the vehicle.

Delivery to address — Upon request, the vehicle may be delivered to the address indicated when the reservation is confirmed. Delivery to address may involve additional fees, communicated before the reservation is confirmed. The client must be present at the specified address at the agreed time to sign the handover documents.

1.2 General Delivery Conditions

If unforeseen events prevent delivery to the requested address, the client will be notified and a new delivery date or location will be agreed upon, without additional costs.

The client may designate another person to pick up the vehicle only with Autonom’s prior written consent and upon presentation of that person’s identification documents and driver’s license.

1.3 Delivery Confirmation

The vehicle handover is considered completed once the handover report is signed by both the client and the Autonom representative. Upon signing this document, responsibility for the rented asset is transferred to the client, who becomes liable for its use and return in accordance with the contractual terms.

All responsibilities and risks associated with the use of the vehicle begin at the moment of handover, regardless of whether delivery took place at a branch or at the address provided by the client.

2. Reservation Cancellation Policy

2.1 The client has the right to cancel a reservation under the following conditions:

Up to 48 hours before vehicle pick-up.
No cancellation fee applies, and a 100% refund of the amount paid will be issued using the same payment method used for the reservation.

24–48 hours before vehicle pick-up.
A penalty equivalent to one rental day applies, and 50% of the total amount paid is refunded in the form of a voucher valid for 12 months from the date of issuance. The voucher may be used for a future reservation. If the client requests the monetary equivalent of the voucher, a processing fee of EUR 25 applies.

Less than 24 hours before vehicle pick-up.
A penalty of 100% of the total reservation amount applies, provided as a voucher valid for 12 months from the date of issuance. The voucher may be used for a future reservation. If the client requests the monetary equivalent of the voucher, a processing fee of EUR 25 applies.

The client has the right to modify a confirmed reservation (pick-up/return date). If, after the modification, the number of rental days is lower than initially booked, a voucher for the price difference paid will be issued, valid for 12 months from issuance. If the client requests the monetary equivalent of the voucher, a processing fee of EUR 25 applies.

2.3 Conditions Regarding Vouchers

The issued voucher has a unique code, is valid for 12 months, and may be used once for a future reservation made on the Autonom website or at any Autonom branch in Romania. It may be combined with other valid offers, according to the terms specified at issuance.

The voucher cannot be gifted and cannot be exchanged for cash, except when the client explicitly requests its monetary equivalent. In such cases, a processing fee of EUR 25 applies.

2.4 Reservation Cancellation Procedure

A reservation may be cancelled only in writing, through one of the following methods:

• By email to the official address: rezervari@autonom.com

• Through the client account on the Autonom website

• By submitting a written request at any Autonom branch

The request must include the client’s name (or company name), reservation number, reservation date and time, and an explicit statement of cancellation. After receiving the request, Autonom will send a written receipt confirmation. The cancellation becomes effective only after Autonom issues the official confirmation by email.

2.5 No-Show

If the client does not show up at the agreed date and time for vehicle pick-up and has not notified Autonom according to the cancellation instructions, the payment will not be refunded.

2.6 General Conditions

Vouchers are issued immediately after approval and will be sent by email to the address associated with the reservation.

If the client requests the monetary equivalent of the voucher, the refund is typically issued to the original payment account or through bank transfer to the account indicated by the client.

The company reserves the right to request supporting documents for processing the refund (e.g., payment orders, fiscal documents, signed request).

Processing times may vary depending on the client’s internal procedures and the bank involved.

Refund requests may require additional validation from the payment processor or financial institutions, which may result in delays outside of Autonom’s control.

3. Final Provisions

By making the payment, the client confirms that they have acknowledged and accepted this Vehicle Delivery and Reservation Cancellation Policy.

Autonom reserves the right to amend this policy. Any modifications will be published on the website and communicated according to legal requirements.

The provisions of this policy are supplemented by the Terms & Conditions available on the website www.autonom.ro

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Contact

If you have questions regarding cancellations, vouchers, or refunds, please contact us:

Email: rezervari@autonom.com

Phone: +40 721 44 22 66
Schedule: Monday – Friday, 9:00 – 18:00