Terms and Conditions

Introduction

These Terms and Conditions govern the relationship between the Customer and S.C. Promotor Rent a Car Broker S.R.L. regarding the use of the website www.auto-rent.ro and the car booking brokerage services offered.

Booking a car through the website www.auto-rent.ro, by phone, e-mail, WhatsApp or any other communication channel is conditional on accepting these Terms and Conditions, as well as the specific conditions communicated for that particular booking.

If you do not agree with these Terms and Conditions, please do not proceed with the booking process.

Confirming a booking means that the information and conditions applicable to that booking have been made available to the Customer through the website, an offer, a confirmation, a voucher, an e-mail or other means of communication used during the booking process.

Where a car is supplied by a partner company, the relationship between the Customer and Promotor Rent a Car Broker regarding the brokerage service is distinct from the contractual rental relationship established between the Customer and the Supplier.

Definitions

Throughout these Terms and Conditions, the following terms have the meaning set out below:

"Promotor", "Promotor Rent a Car Broker" or "the Broker" means S.C. Promotor Rent a Car Broker S.R.L., the company that provides the booking brokerage service.

"Customer" means the individual or legal entity that requests, makes or benefits from a booking made through Promotor Rent a Car Broker.

"Supplier" means the independent car rental company that actually makes the car available to the Customer and enters into the Rental Agreement with them.

"Booking" means the process through which Promotor facilitates the identification, request, arrangement and confirmation of a rental solution through a Supplier.

"Booking confirmation" means the document, e-mail, voucher or other communication sent to the Customer confirming the essential elements of the booking.

"Pick-up" means the moment when the Customer receives the car from the Supplier and enters into the Rental Agreement applicable to that vehicle.

"Rental Agreement" means the contract entered into directly between the Customer and the Supplier when the car is picked up, which governs the use of the vehicle and the actual performance of the rental.

I. The Customer's Relationship with Promotor Rent a Car Broker

1. The role of Promotor Rent a Car Broker

Promotor Rent a Car Broker operates as a car rental platform and broker, publishing and promoting car rental deals available through partner companies.

Promotor's role is to help the Customer identify a suitable rental solution, forward the request to one or more Suppliers, check availability and facilitate the booking process.

The Suppliers we work with are selected based on criteria such as reliability, service quality, fleet availability and value for money.

The Supplier of the car, however, is the company that actually hands over the vehicle and is responsible for performing the Rental Agreement entered into directly with the Customer.

2. Distinction between the brokerage service and the actual rental

The service provided by Promotor Rent a Car Broker consists of brokering and facilitating the booking.

For cars supplied by a partner company, once the car has been picked up, the use of the vehicle and the performance of the rental are governed by the Rental Agreement entered into directly between the Customer and the Supplier.

Promotor Rent a Car Broker is not a party to the Rental Agreement entered into between the Customer and the Supplier and does not take on the Supplier's obligations regarding its performance.

Promotor's main obligation, as an intermediary, is to put the Customer in touch with a Supplier and to facilitate the process through which the parties can enter into the Rental Agreement.

The brokerage service provided by Promotor does not include performing the Rental Agreement entered into between the Customer and the Supplier, and does not involve Promotor guaranteeing the performance of the obligations undertaken by the Supplier under that agreement.

In the absence of express authorization, Promotor does not represent the Customer or the Supplier in performing the Rental Agreement and does not become a party to it.

Promotor's communication of availability, pricing, the Supplier's identity, pick-up details or other booking information, as well as forwarding documents, processing a payment related to the booking, or facilitating communication between the Customer and the Supplier, does not in itself constitute Promotor assuming the obligations arising from the Rental Agreement.

Once the Rental Agreement is entered into directly between the Customer and the Supplier, its performance falls within the contractual relationship between the two parties, without affecting Promotor's liability for its own brokerage obligations and without limiting the mandatory rights granted to the Customer under applicable law.

3. Identity of the Supplier

The Supplier is determined based on availability, location, the requested period, the car class and the booking conditions.

Once the Supplier has been assigned to a confirmed booking, its identity and, where relevant, contact details will be communicated to the Customer before the car is picked up, through the booking confirmation, voucher, e-mail or another communication sent to the Customer.

For issues arising after the car has been picked up, the Customer must primarily use the Supplier's contact details communicated for their booking and/or those listed in the Rental Agreement.

4. The Rental Agreement

The Rental Agreement entered into with the Supplier when the car is picked up sets out the rights and obligations of the Customer and the Supplier regarding the use of the vehicle, the deposit, insurance, damages, fuel, accessories, maintenance, roadside assistance, returning the car and any additional costs.

The Customer must carefully read the Rental Agreement before signing it and ask the Supplier for clarification on any terms they do not understand.

Matters relating to the actual performance of the rental are governed by the Rental Agreement and the Supplier's terms, without affecting the specific conditions previously confirmed to the Customer and without limiting the mandatory rights granted to the Customer under applicable law.

5. Supplier's responsibility

The Supplier is responsible, under the terms of the Rental Agreement and applicable law, for handing over the car, the technical condition of the vehicle, its documents, the insurance conditions, releasing and holding the deposit, assessing damage, technical assistance, towing, any replacement car and the actual running of the rental.

Promotor Rent a Car Broker is not liable for the acts, omissions, decisions, delays, refusals, costs or other situations related to the Supplier's performance of the Rental Agreement, except where a loss is caused directly by a fault attributable to Promotor.

6. Matters relating to the performance of the Rental Agreement

Matters concerning the handover of the car, the technical condition of the vehicle, its documents, insurance, the deposit, damage assessment, technical assistance, towing, replacement of the car, and its use and return are matters relating to the performance of the Rental Agreement entered into directly between the Customer and the Supplier.

These matters are governed by the Rental Agreement, the Supplier's terms and applicable law.

Promotor does not provide these services in its own name and does not guarantee the Supplier's performance of the Rental Agreement.

Promotor remains liable for performing its own brokerage obligations and for losses caused directly by a fault attributable to it, in accordance with applicable law.

7. Limits of Promotor's mandate

In the absence of express authorization from the Supplier, Promotor Rent a Car Broker has no authority to amend the Rental Agreement, nor to approve on the Supplier's behalf repairs, towing, replacement of the car, extension of the agreement, return or retention of the deposit, waiver of fees, refunds, discounts, compensation or other benefits.

Any support provided by Promotor in communication between the Customer and the Supplier does not amount to an acknowledgment of liability, nor does it constitute acceptance, on the Supplier's behalf, of any request made by the Customer.

II. Bookings, Availability and How They Work

1. Requesting and confirming a booking

Sending a booking request does not automatically guarantee the car's availability.

A booking is confirmed only after availability has been verified, the applicable conditions have been communicated, and the booking has been confirmed by Promotor Rent a Car Broker and/or the Supplier.

The availability or unavailability of cars is confirmed after checking with the Supplier. A car appearing on the website or in a general offer does not automatically mean it is available for the requested period, location and conditions.

The main driver or the person in whose name the booking was made is generally the person authorized to request changes, cancellation or discuss the booking's details.

Promotor may accept communication with another person if that person is designated by the Customer or if there is a reasonable basis for representation.

2. Booking-specific information

Depending on the booking, the Customer may be provided, before pick-up, with information regarding the Supplier, the pick-up location, contact details, price, deposit, payment method, required documents, driver requirements, fuel policy, mileage, the selected insurance/protection, border crossing and other relevant conditions.

The specific conditions communicated and accepted for the Customer's booking supplement these Terms and Conditions.

3. Images, models and car classes

The photos and car names shown on www.auto-rent.ro are for information purposes and indicate the model, class or type of car available in the offer.

They do not automatically guarantee that exactly that model, color, production year, engine or configuration will be delivered.

Bookings are usually made for a car class or for a model "or similar".

The car handed over may be the model shown, a similar model from the same class, or, at the Supplier's discretion, a model from a higher class at no extra cost to the Customer.

If the Customer requests a guaranteed specific model, this must be expressly confirmed in writing. Guaranteeing a specific model may depend on availability and may involve an additional cost.

4. Booking price

The price is calculated based on the rental period, location, car class, season, availability, selected options and the Supplier's terms.

The price applicable to the booking is the one communicated and accepted in the booking confirmation, subject to any additional services requested later by the Customer or costs incurred during the rental under the Rental Agreement.

Rates shown on the website may be updated periodically. Obvious display, calculation, drafting or data entry errors are not binding.

In the event of an obvious error, Promotor may correct the offer, propose an alternative, or, if the booking cannot be fulfilled under the correct conditions, cancel it and refund any amounts that must be refunded under the law and the applicable conditions.

5. Payment and deposit/advance

Payment can be made online, by bank transfer, card, cash or other methods communicated to the Customer, depending on the booking and the Supplier.

In certain cases, an advance payment may be requested to secure the booking.

The booking confirmation may separately indicate, where applicable, the amounts paid to Promotor and the amounts to be paid directly to the Supplier at pick-up or during the rental.

The fact that Promotor processes or collects an amount related to the booking does not make Promotor the owner, operator or lessor of the car, nor does it make it a party to the Rental Agreement between the Customer and the Supplier.

6. Cancellation by the Customer

For bookings paid in advance and cancelled less than 7 days before pick-up, the advance payment is non-refundable, under the booking terms and to the extent permitted by applicable law.

For cancellations made more than 7 days before pick-up, the advance payment is converted into a credit voucher, valid for 6 months.

The voucher represents a credit equal to the eligible amount and may be used for services available through Promotor, subject to availability and the terms applicable to the new booking.

The advance payment may be non-refundable if the Customer does not show up at pick-up, or if they do not meet the conditions required to pick up the car, in accordance with the communicated terms and applicable law.

7. Inability to fulfill the booking before pick-up

If, before pick-up, the Supplier can no longer provide the booked car, Promotor and/or the Supplier may offer a similar car, an alternative class or another reasonable solution, subject to availability.

If a confirmed booking cannot be fulfilled for reasons not attributable to the Customer, and the Customer does not accept the alternative offered, any amounts collected for the service that can no longer be provided will be handled in accordance with the booking terms and applicable law.

8. Changing the booking before pick-up

The Customer may request changes to the booking before picking up the car, but such changes are only possible subject to availability and the approval of Promotor and/or the Supplier.

Changing the date, time, location, duration, car class, driver, additional options or chosen protection may affect the final price.

If the change cannot be made within the existing booking, it may be necessary to cancel the original booking and make a new one, in which case the applicable cancellation rules may apply.

III. Insurance and Protection

1. Included insurance

The insurance package included in the rental price may cover, depending on the Supplier and the car, mandatory third-party liability insurance (RCA), basic damage protection and/or theft protection.

The exact terms of the insurance and protection are those communicated for the booking and set out in the Rental Agreement, the applicable policies and the Supplier's documents.

Insurance information shown on the website or in these Terms is general in nature and should be considered together with the Supplier's specific terms and the Rental Agreement.

2. Basic insurance / protection

Basic protection may cover certain damage to the car under the conditions set by the Supplier and the applicable insurance policies.

Under this type of protection, the Customer may have financial liability represented by the deposit or excess amount set for the car.

This financial liability can be reduced by choosing an additional protection option, if available.

The website or the offer sent may present options such as no additional protection, Standard protection, Relaxed protection, SCDW, SCDW Premium or other names, depending on the Supplier.

The conditions, limits and exclusions of the option selected are those communicated for that booking and those set out in the Rental Agreement.

3. Risks covered (indicative)

Depending on the insurance policy and the Rental Agreement, coverage may include damage caused by collisions, impacts with moving or fixed objects, scratches, skidding, rollovers, fire, explosion, natural events, falling objects or animal collisions.

The exact coverage is determined exclusively by the documents applicable to the car and the protection purchased.

4. Risks excluded (indicative)

As a rule, protection plans do not cover situations caused by gross negligence, intent, driving under the influence of alcohol or drugs, driving on roads closed to traffic, taking part in races or competitions, refueling with the wrong fuel, driving by unauthorized drivers, missing mandatory documents or breach of the Rental Agreement.

Exclusions may apply to tires, wheel rims, windows, mirrors, interior, roof, the vehicle's underside, keys, documents, accessories, personal belongings, fuel or other items specified by the Supplier.

5. Accident or damage

In the event of an accident or damage, the Customer must immediately contact the car's Supplier and follow its instructions.

Where required by law or the circumstances, the Customer must contact the Police and/or other relevant authorities and obtain the necessary documents.

The Customer may also inform Promotor Rent a Car Broker for additional communication support, but notifying Promotor does not replace the mandatory notification of the Supplier.

The Customer must not authorize repairs, towing or other intervention on the car without the Supplier's consent, except where the Rental Agreement or applicable law allows or requires otherwise.

The Customer must keep all relevant documents, including photos, Police reports, official reports, invoices, receipts and any other documents requested by the Supplier or the insurer.

Failure to provide the necessary documents, failure to notify the Supplier, carrying out repairs without consent, or providing incomplete information may lead to full or partial loss of protection, as set out in the Rental Agreement and the applicable policies.

6. Disputes regarding insurance and damages

Promotor Rent a Car Broker is not an insurer and does not carry out technical damage assessments.

Promotor cannot be held responsible for disputes or disagreements between the Customer, the Supplier and/or the insurance company regarding damages, compensation, excess amounts, deposits or insurance exclusions, to the extent these relate to the performance of the Rental Agreement and the applicable policies.

7. Theft or attempted theft

In the event of theft or attempted theft, the Customer must immediately contact the Police and the Supplier and follow all procedures set out in the Rental Agreement and the insurance policies.

The Customer may also inform Promotor for communication support, without this notification replacing notification of the Supplier or the relevant authorities.

8. Third-party liability insurance (RCA)

RCA insurance covers damage caused to third parties through vehicle accidents, within the limits and conditions set by applicable law and the insurance policy.

IV. Deposit, Driver Requirements and Required Documents

1. Deposit / security deposit

Suppliers may require, at the start of the rental period, a deposit or security amount, including in certain situations where the Customer selects additional protection.

The deposit may cover missing fuel, fees, fines, uncovered damage, missing accessories, special cleaning or other costs incurred during the rental under the Rental Agreement.

The deposit amount and the hold method are set by the Supplier and may depend on the car class, rental period, chosen protection and booking conditions.

Depending on the Supplier, an accepted bank card, issued in the main driver's name and with sufficient funds to complete the pre-authorization or secure the deposit, may be required.

Releasing or refunding the deposit is carried out according to the Supplier's procedures and those of the issuing bank. The actual time it takes for the funds to become available again may depend on the Customer's bank and is not under Promotor's control.

2. Driver requirements

Requirements regarding minimum or maximum age, licence holding period and acceptance of certain driver categories are set by the Supplier and may vary depending on the car, location and class.

The driver must hold a valid driving licence appropriate to the category of the rented car.

For young drivers, senior drivers or those with a shorter licence holding period, the Supplier may apply additional fees, higher deposits or restrictions on available classes.

Additional drivers must be approved by the Supplier and listed in the Rental Agreement.

Driving the car by an unauthorized person may result in loss of applicable protection and the Customer's liability under the Rental Agreement.

3. Required documents

At pick-up, the Customer must present the documents required for their booking, which may include:

• a valid ID card or passport;
• a valid driving licence;
• an international driving permit, if required;
• a bank card accepted by the Supplier for payment and/or deposit purposes;
• the booking confirmation or voucher;
• other documents communicated before pick-up.

If the main driver does not present the required documents, does not meet the rental conditions, or does not have the required payment method or deposit, the Supplier may refuse to hand over the car.

In this situation, the booking may be treated according to the cancellation/no-show rules and the Supplier's conditions, without Promotor being held responsible for a refusal caused by the Customer's failure to meet the required conditions.

V. Rental Period, Pick-up, Return and Use of the Car

1. Arriving for pick-up

The Customer must arrive at the pick-up location on the confirmed date and time.

If the Customer expects to be late before pick-up, they must inform Promotor and/or the Supplier as soon as possible, including in the case of a delayed flight.

A significant delay without notice may result in the car becoming unavailable, cancellation of the booking, loss of the advance payment, or additional costs under the booking conditions.

2. Rental period and daily rate calculation

The rental period is generally calculated in 24-hour intervals.

The rental starts and ends according to the dates and times stated in the booking, confirmation, voucher and/or the Rental Agreement.

3. Extensions after pick-up

After the car has been picked up, any request to extend the rental period must be addressed directly to the Supplier.

An extension is valid only once accepted by the Supplier and, if applicable, once the Rental Agreement has been amended or extended.

The rate for the additional period may differ from the original rate.

Promotor may facilitate communication at the Customer's request, but cannot confirm an extension of the Rental Agreement on the Supplier's behalf without its authorization.

Returning the car late without the Supplier's consent may result in additional fees under the Rental Agreement.

4. Pick-up at a different location

If the car is requested at a location with no local availability, it may be brought in from another location, subject to fees communicated before confirmation.

If the car is returned to a location other than the one agreed, the Customer may owe an additional relocation fee, under the Rental Agreement and the Supplier's terms.

5. Delivery and collection

Depending on availability and the Supplier's policy, delivery and collection services may be offered at the airport, train station, hotel, private address or another agreed location.

Additional fees may apply for deliveries, collections, relocations or services carried out outside normal hours.

The Customer must correctly provide the address, time, flight number and any other relevant information.

A late pick-up does not automatically extend the rental period.

Early return does not guarantee a refund for the unused period, unless this is expressly accepted by the Supplier or provided for in the booking terms.

6. Child seats and special accessories

Child seats, GPS units, snow chains, roof racks or other accessories may be available on request, subject to the Supplier and stock availability.

In some cases, additional options are confirmed and paid for in advance.

In other cases, they are only requested when booking and paid for at pick-up, in which case availability may depend on the Supplier's stock.

7. Using the car outside Romania

Using the car outside Romania is only permitted if the Supplier has given its consent under the Rental Agreement.

Additional fees, special documents, higher deposits, territorial restrictions or other conditions may apply.

Leaving the country without the necessary authorization may result in loss of protection and other consequences under the Rental Agreement.

8. Car capacity and type

Unless expressly confirmed for a guaranteed model, Promotor does not guarantee a specific make, color, configuration or model.

The Customer is responsible for choosing a class suited to the number of passengers, luggage and travel needs.

Promotor cannot be held responsible if the car chosen by the Customer is unsuitable for the number of passengers or the amount of luggage carried.

9. Rules of use

The Customer must use the car carefully, lawfully and in accordance with the Rental Agreement.

The following are prohibited, including:

• driving under the influence of alcohol, drugs or other prohibited substances;
• using the car for races, competitions, testing, driving schools, taxi services, paid transport or towing without the necessary consent;
• driving on non-public roads, off-road, flooded roads or roads closed to traffic;
• subletting the car;
• driving by unauthorized persons;
• exceeding the maximum number of passengers or the permitted weight;
• ignoring dashboard warning lights or continuing to drive despite an obvious malfunction;
• refueling with the wrong type of fuel;
• smoking in the car where the Supplier prohibits it;
• any unlawful use, deliberate damage or grossly negligent behavior.

VI. Breakdowns, Roadside Assistance and Issues Arising After Pick-up

1. Obligation to contact the Supplier

In the event of a technical fault, the car failing to start, an accident, damage, a breakdown, warning lights appearing, theft, or any other vehicle-related event, the Customer must immediately and directly contact the Supplier.

The Customer must use the contact details provided in the booking confirmation, voucher, Rental Agreement or documents received at pick-up.

2. Contacting Promotor does not replace contacting the Supplier

Contacting Promotor Rent a Car Broker does not replace the Customer's obligation to contact the Supplier directly and, absent a confirmation to the contrary from the Supplier, does not constitute contractual notice to the Supplier.

The Customer may contact Promotor for communication support, but operational responsibility for handling the issue lies with the Supplier.

3. Roadside assistance

The Supplier assesses the issue and determines, under the Rental Agreement, the necessary action: diagnostics, technical assistance, repair, towing, recovering the vehicle, or replacing it.

Response time may depend on the car's location, the distance to the nearest branch, staff or service availability, traffic, weather conditions, availability of a replacement vehicle and other operational circumstances.

Promotor does not operate the Supplier's technical or roadside assistance service and cannot guarantee a specific response, towing or replacement time.

4. Repairs or interventions carried out by the Customer

The Customer must not authorize or carry out repairs, towing, purchase of parts, battery or tire replacement, or other work on the car without the Supplier's approval, except where permitted by the Rental Agreement or required by law.

Costs incurred without the Supplier's authorization may not be reimbursed.

5. Replacement car

If the car can no longer be used for reasons not attributable to the Customer, the Supplier may arrange, under the Rental Agreement and subject to availability, for the vehicle to be repaired or a replacement car provided.

If an immediate replacement is not possible, the applicable solution is determined by the Supplier under the Rental Agreement, availability and applicable law.

If the fault or damage is caused by the Customer or improper use of the car, the resulting costs may be borne by the Customer under the Rental Agreement.

6. Promotor's voluntary assistance

At the Customer's request and within its means, Promotor may contact the Supplier, forward information, request that the intervention be expedited or follow up on the case.

This assistance does not make Promotor a roadside assistance provider, a party to the Rental Agreement, or a guarantor of the Supplier's performance of its obligations.

Assistance provided by Promotor does not amount to accepting liability for the car breaking down, the duration of the intervention, the Supplier's decisions or the outcome of the intervention.

7. Compensation for issues arising during the rental

Any request for a refund, discount, compensation or other benefit arising from the car's technical condition, its breakdown, temporary inability to use it, technical intervention, towing, response time, replacement of the car or other matters relating to the performance of the Rental Agreement must be addressed to the Supplier, as the company that supplies the car and the party to the Rental Agreement.

Promotor may support the Customer by forwarding such a request to the Supplier, but, absent express authorization, Promotor cannot accept, reject, negotiate or determine, on the Supplier's behalf, whether such compensation exists or its amount.

Forwarding a request to the Supplier or supporting the Customer in communication does not amount to an acknowledgment of liability by Promotor.

VII. Fees, Complaints, Customer Reviews and Liability

1. Fines, road tolls and administrative costs

The Customer is responsible for fines, parking fees, road tolls, bridge tolls, penalties, towing/impound costs and other charges arising from the use of the car during the rental period.

The Supplier and/or, where applicable, Promotor may charge the administrative fees communicated or contractually provided for processing documents, liaising with authorities or other operations carried out in connection with such situations.

2. Complaints regarding Promotor's service

Complaints regarding the services provided directly by Promotor Rent a Car Broker – such as processing the request, information communicated directly by Promotor, the booking confirmation or payments processed directly by Promotor – may be sent to Promotor Rent a Car Broker.

The Customer must provide the relevant information and documents needed to verify the situation.

3. Complaints regarding the performance of the rental

Complaints regarding the performance of the rental after the car has been picked up must be addressed directly to the Supplier.

These include, but are not limited to:

• the technical condition of the car;
• faults or the vehicle being immobilized;
• roadside assistance;
• towing;
• replacement of the car;
• duration of intervention;
• damage and technical assessments;
• the deposit/security amount;
• fuel;
• fees charged by the Supplier;
• performance of the Rental Agreement;
• the conduct of the Supplier's staff;
• requests for a refund or compensation related to the rental.

Promotor may facilitate forwarding a complaint to the Supplier, but doing so does not transfer to Promotor the Supplier's responsibility and does not give Promotor authority to resolve the complaint on the Supplier's behalf.

4. Documenting complaints

To resolve a complaint effectively, the Customer must keep and, if necessary, provide the relevant documents, such as:

• the booking confirmation;
• the Rental Agreement;
• photos or recordings;
• Police reports;
• official reports;
• invoices and receipts;
• correspondence with the Supplier;
• any other relevant evidence.

5. Inappropriate behavior and misuse

Promotor and/or the Supplier may refuse, suspend or cancel a booking in the case of abusive, aggressive, threatening, fraudulent, discriminatory, unlawful or seriously inappropriate behavior toward staff, Suppliers, partners or other persons involved in providing the service.

We may also refuse or cancel false bookings, attempted fraud, unauthorized use of other people's data, requests made in bad faith, or use of the platform in a way that causes damage, malfunctions or operational risks.

6. Customer reviews

Comments, opinions or reviews submitted directly to Promotor may be published on the website, social media pages or promotional materials, in compliance with data protection legislation, image rights and other applicable rights.

On the channels it manages, Promotor reserves the right to moderate or remove illegal, offensive, discriminatory content, personal data published without justification, spam or content unrelated to the services offered, in accordance with the law.

7. Limitation of Promotor Rent a Car Broker's liability

Promotor Rent a Car Broker is liable for performing its own brokerage obligations, within the limits set by applicable law.

Where the car is supplied by a partner company, Promotor is not liable for the performance of the Rental Agreement entered into directly between the Customer and the Supplier nor for acts or circumstances within the Supplier's control and responsibility.

These may include, but are not limited to:

• the technical condition of the car;
• mechanical, electrical or electronic faults;
• breakdown or immobilization of the car;
• accidents and damage;
• roadside assistance;
• towing the vehicle;
• response time;
• replacement of the car;
• availability of the Supplier's fleet;
• acts or omissions of the Supplier's employees;
• holding or releasing the deposit;
• assessing and evaluating damage;
• fees, penalties or costs set under the Rental Agreement;
• decisions made by the Supplier in performing the Rental Agreement.

Promotor is not liable for losses, damages or expenses caused exclusively by such situations attributable to the Supplier, to the extent permitted by law.

Likewise, to the extent permitted by applicable law, Promotor is not liable for indirect losses or consequences not caused directly by a fault attributable to Promotor, such as missing a flight, booking, meeting, activity or excursion, additional accommodation or transport costs, or other indirect consequences of an interrupted trip.

Promotor cannot be held responsible for delays, temporary inability to perform, or other situations caused by traffic, severe weather conditions, strikes, restrictions imposed by authorities, communication disruptions, force majeure events or other circumstances beyond its reasonable control.

This limitation does not apply to any loss caused directly by an act or omission attributable to Promotor Rent a Car Broker and does not exclude or limit any liability that, under applicable law, cannot be excluded or limited.

8. Assistance provided does not amount to accepting liability

Promotor's involvement in facilitating communication, escalating a request to the Supplier's management, following up on an intervention, or providing support to the Customer, does not amount to Promotor legally or financially assuming a matter that belongs to the Supplier.

Likewise, a goodwill gesture, a benefit, a discount, a voucher or any other assistance voluntarily offered by Promotor in a given situation does not, in itself, amount to an acknowledgment of legal liability.

9. Amicable resolution of complaints

Promotor encourages the amicable resolution of any disagreement regarding its services.

For an issue regarding the Supplier's service, the Customer must submit the complaint to the Supplier, and Promotor may facilitate communication if necessary.

10. Dispute resolution

If a disagreement cannot be resolved amicably, disputes will be settled by the competent courts under applicable law, in compliance with mandatory rules on consumer protection and court jurisdiction.

Consumers have the right to contact the competent consumer protection authorities and alternative dispute resolution mechanisms available under applicable legislation.

VIII. Personal Data Protection and Final Provisions

1. Processing of personal data

S.C. Promotor Rent a Car Broker S.R.L. collects and processes personal data in accordance with Regulation (EU) 2016/679 on the protection of personal data (GDPR), Law No. 190/2018 and applicable legislation.

Data may be processed to provide brokerage services, register requests and bookings, forward information to partner Suppliers, prepare documents, communicate with the Customer, invoicing, payments, compliance with legal obligations, fraud prevention, handling complaints and evaluating service quality.

2. Sharing data with the Supplier

To complete a booking, the necessary data of the Customer and drivers may be shared with the Supplier that will carry out the rental.

This data may include, as needed, name, contact details, driving licence information, identification data, flight information and other data needed to prepare and perform the Rental Agreement.

3. Other data recipients

Depending on the need and applicable legal basis, data may be shared with IT service providers, payment processors, accounting services, communication services, insurers, banking institutions, public authorities or other partners involved in the booking and rental process.

4. Data security and storage

We use reasonable technical and organizational measures to protect personal information.

Data is kept for as long as necessary for the purposes for which it was collected, to comply with legal obligations, handle complaints, manage bookings, payments and fines, and to establish, exercise or defend legal rights.

5. Rights of data subjects

Data subjects have, under applicable law, the right of access, rectification, erasure, restriction, objection, portability and to withdraw consent where processing is based on it.

To exercise your data protection rights, you can contact us at: dpo@auto-rent.ro.

For complete information on data processing, please see our Privacy Policy and Cookie Policy .

6. Acceptance of the Terms and Conditions

By making a booking and accepting the conditions applicable to it, the Customer confirms that they had the opportunity to review these Terms and Conditions before taking on the obligations related to the booking.

In accordance with applicable law, Promotor may keep electronic records of the booking and the version of the Terms and Conditions applicable to it, for the purpose of documenting the contractual relationship and resolving any complaints.

7. Version applicable to a booking

The version of these Terms and Conditions applicable to a booking is the version made available to the Customer and in force at the time the booking was made/confirmed, as applicable.

Subsequent changes to the Terms and Conditions do not apply retroactively to bookings already made, except where the change is required by law or is expressly accepted by the relevant parties.

8. Amending the Terms and Conditions

Promotor Rent a Car Broker may amend these Terms and Conditions to reflect legal, commercial, technical or operational changes.

The new version will take effect for future bookings from the date indicated on this page, in accordance with applicable law.

9. Severability

If any provision of these Terms and Conditions is declared void, unenforceable or unlawful by a competent authority or court, the remaining provisions will continue to apply to the extent permitted by law.

10. Mandatory consumer rights

Nothing in these Terms and Conditions is intended to remove or limit any rights that consumers are entitled to under mandatory applicable law.

Where a mandatory legal provision grants the Customer more favorable rights than those set out in these Terms, that legal provision will apply.

Last updated: 28.10.2026

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