RENTX
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Last updated: 05.10.2026
This policy applies to every reservation paid through RentX, for renters and owners alike. Our goal is a process that is fair, transparent and predictable for everyone. Reservations paid before 16.09.2026 keep the previous rules for the service fee (see section 5).
Tell the other party as early as you can
If you have to cancel, let the other party know through the platform's messaging and complete the cancellation from the reservation page as soon as possible. Quick, clear communication limits the inconvenience for everyone.
You can cancel any time before the rental starts. What you get back depends on when you cancel:
| When you cancel | What you get back |
|---|---|
| Within 24 hours after payment, if the rental starts in more than 48 hours (up to 3 times per year) | 100 % — everything back, including the service fee |
| More than 48 hours before the start | Everything back except the RentX service fee |
| Less than 48 hours before the start | Delivery/return fees back in full + 50 % of the rental. The service fee is kept. |
| After the rental has started | No refund. |
The deposit is not charged when you book, so a cancellation never costs you a deposit: the damage cover simply ends and your card is no longer kept for the booking. For reservations requested before 05.10.2026, whose deposit was charged with the payment, see section 5.
When you cancel less than 48 hours before the start, half of the rental you paid goes to the owner, who kept those dates for you.
If the item does not match its description or is unsafe (missing safety equipment, major defects, excessive dirt), you receive a full refund including the service fee, provided you notify the owner and the platform within 30 minutes of the start and send evidence:
Once our support team confirms the problem, you receive the full refund and the owner bears the consequences described in section 2.
In unforeseen situations you may ask for a full refund even less than 48 hours before the start. Accepted situations include:
Send the request within 24 hours of the event, with supporting documents (medical certificate, proof of the restriction, etc.), through the support page.
The renter receives 100 % back, including the service fee.
Owners get a fair margin for genuine mistakes: cancelling within 24 hours of the renter's payment is always free, and the first cancellation in any 12-month period is forgiven with a warning. Beyond that, the owner pays a cancellation penalty of 25 RON plus the card-processing cost of that booking (about 1.5 % + 1 RON of the amount the renter paid). A further cancellation within 6 months doubles the penalty.
The penalty is deducted automatically from the owner's next payouts. If it is still unpaid after 30 days, the owner's listings are paused until it is settled.
No penalty applies to requests that were never paid, to cancellations within 24 hours of payment, to the owner's first cancellation in 12 months, or when the cancellation is caused by a documented force-majeure event (see below).
Serious damage that makes the item unusable, serious health problems or natural disasters can exempt the owner from the penalty. Send documented evidence within 24 hours of the cancellation through the support page; our team reviews every request.
Refunds go back to the original payment method within 3–5 business days after the cancellation is confirmed. Depending on your bank, the amount may appear on your statement within up to 10 business days.
If the refund is not visible after that period, please contact your bank first; for anything else, send a request through the support page.
The RentX service fee is non-refundable, except within the free-cancellation window, when the owner cancels, or in the documented cases above. Penalties and amounts are applied, kept or deducted according to this policy and our Terms and Conditions.
For reservations paid before 16.09.2026, the service fee is refunded as well (in full more than 48 hours before the start, 50 % afterwards). For reservations requested before 05.10.2026, the security deposit was charged together with the payment: it is returned in full whenever the reservation is cancelled, and otherwise after the rental ends.
Before contacting us, check the frequently asked questions — the most common issues are answered there.
If you need help or run into a problem, use the support page to reach our team directly.
We would also love to hear how we can improve the platform — share your suggestions on the feedback page.