Cancellation & Refund Policy
Last updated: 10 februarie 2026
Table of Contents
1. Introduction
At Auto Request Services SRL (Tax ID: 43842894), operating under the trading name NapocaRent, we understand that plans can change. This cancellation and refund policy describes the conditions under which you can cancel your reservation and receive a refund. Please read this policy carefully before making a reservation.
This policy applies to all reservations made through our website, by phone, or by email, including payments made online through our payment processor, Netopia Payments.
2. Cancellation Timeframes & Refunds
Our refund policy is based on when you cancel the reservation relative to the scheduled vehicle pickup date and time:
| Time Until Pickup | Refund Percentage | Conditions |
|---|---|---|
More than 48 hours | 100% Full Refund | Full refund, no cancellation fees. Processing within 5-10 business days. |
Between 24-48 hours | 50% Partial Refund | 50% of paid amount is refunded. 50% is retained as cancellation fee. |
Less than 24 hours | No Refund | No refund is given. Full amount is retained as cancellation fee. |
3. How to Cancel Your Reservation
You can cancel your reservation through one of the following methods:
3.1 Online Cancellation (Recommended)
The fastest cancellation method is through our online booking system:
- Access the 'My Bookings' section on our website
- Enter your booking code and associated email
- Select the 'Cancel Booking' option
- You will receive an email confirmation with refund details
3.2 Email Cancellation
Send an email to contact@napocarent.ro with the following information:
- Booking code
- Full name of the person who made the reservation
- Reason for cancellation (optional)
We respond within 2 hours during business hours (09:00-18:00, Monday-Friday).
3.3 Phone Cancellation
Call +40 774 520 328 (available 24/7) and provide:
- Booking code
- Full name and phone number associated with the booking
Our representative will process the cancellation immediately and send you an email confirmation.
4. Refund Processing
4.1 Refund Method
All refunds are processed through the same payment method used when making the reservation.
4.2 Processing Time
| Payment Method | Processing Time |
|---|---|
| Online Payment (Netopia Payments) | 5-10 business days from approval |
| Bank Transfer | 3-5 business days from IBAN provision |
| Cash (at office) | Immediately (during business hours) |
5. No-Show Policy
A reservation is considered a "no-show" if you do not show up at the agreed pickup location and time and do not contact us within 2 hours of the scheduled time.
6. Early Returns
If you return the vehicle earlier than the scheduled date in the contract:
- Return 24+ hours before contract end
50% refund of unused days cost if return is announced at least 24 hours in advance
- Return without notice or less than 24 hours
No refund for unused days
7. Late Returns & Extensions
We offer a 59-minute grace period for vehicle returns. If you return the vehicle less than 1 hour late, no additional fees apply. For delays exceeding the grace period, late fees and extensions apply.
8. Force Majeure & Exceptional Circumstances
We recognize that circumstances beyond your control can arise. In certain exceptional situations, we may offer additional flexibility, including for extreme weather conditions, medical emergencies, and flight cancellations/delays. Official documentation is required.
9. Refund Exclusions
The following costs are non-refundable under any circumstances: delivery fees, consumed optional equipment, fuel costs, young driver surcharges (after pickup), security deposits, and damages or fines.
10. Contact Information for Cancellations
- Phone: +40 774 520 328
Available 24/7 for urgent cancellations
- Email: contact@napocarent.ro
For non-urgent cancellations and general questions
Related Policies: For information about vehicle delivery, see our Delivery Policy. For information about data protection, see our Privacy Policy.