VemRent Rome Delivery Areas – Hire Terms & Conditions

1. Responsible Use of Mobility Aids

Whether you are exploring the city centre or one of the many VemRent Rome delivery areas, customers agree to use all hired mobility aids with care, diligence and respect, avoiding damage to the equipment and any behaviour that may cause inconvenience or danger to others. The mobility aid must be returned in the same condition in which it was received, subject to normal wear and tear resulting from proper use. These rome wheelchair rental terms included in your hire agreement set out your responsibilities from the moment of delivery.

VemRent accepts no liability for damage to property or persons resulting from improper or negligent use of hired devices.

2. Order Conditions

To guarantee availability of the requested mobility aid, customers must make payment in advance within 2 (two) days of placing an order. Alternatively, where not provided for by the online procedure, payment on delivery may be arranged by telephone. These are standard mobility aid hire conditions Italy that apply across all our service areas.

Accepted payment methods are:

  • Bank Transfer
  • PayPal
  • Credit Card
  • Debit Card

If payment is not received within the agreed timeframe and VemRent does not receive timely notice of any delays, the order will be considered cancelled.

3. Bookings, Cancellations and Last-Minute Orders

Bookings may be cancelled free of charge up to 5 days (120 calendar hours) before delivery. Beyond this point, the full amount will be charged with no possibility of a refund.
All orders placed within 5 days of delivery (including last-minute orders placed the day before or just a few hours beforehand) are non-refundable if the service cannot be provided due to logistical reasons beyond VemRent’s control.

Examples of such reasons include:

  • Unavailability of the host or property representative
  • Inability to access the delivery location
  • Property not suitable for receiving the delivery
  • Changes to the order not communicated in time

By placing a last-minute order, the customer knowingly accepts the risk that the service may not be deliverable due to organisational reasons beyond VemRent’s control.

4. Saturdays and Public Holidays

Deliveries or collections carried out on a Saturday incur a surcharge of €46.00 per operation. The surcharge applies even if only one of the two (delivery or collection) falls on a Saturday. For public holidays and Sundays, delivery will be made on the preceding working day and collection on the following working day. This applies to properties with a 24-hour reception desk as well. For properties without a 24-hour reception desk, the customer must inform the host that delivery may take place in their absence.

View the updated list of public holidays in Rome here

5. Deliveries to Accommodation

At the time of booking, customers must always notify the accommodation of the equipment that will be delivered on their behalf by VemRent. VemRent will subsequently contact the property to arrange delivery.

a. Properties with a 24-Hour Reception Desk (e.g. Hotels)

Delivery and collection generally take place in the customer’s absence, following prior notification to the accommodation. Where possible, VemRent will deliver on the day before the customer’s arrival and collect on the day after their departure.

b. Properties without a 24-Hour Reception Desk (e.g. B&Bs, Apartments, Guest Houses)

To ensure delivery and collection at properties without a 24-hour reception desk, the customer must inform the host that they will be contacted by VemRent to agree a delivery time, and the host must guarantee access to the property. VemRent accepts no liability arising from the unavailability of apartment hosts.

c. Delivery Requirements for Mobility Aids

  • i) Electric mobility aids are only delivered to properties where they can be stored in a suitable location or accessed via an appropriate lift.
  • ii) The customer must verify in advance that bulky equipment (e.g. four-wheeled scooters, powered wheelchairs) can access the property via:
    • – An adequately sized lift
    • – Sufficiently wide doorways
    • – No architectural barriers
  • iii) These devices cannot be carried up stairs or lifted off the ground.
  • iv) VemRent accepts no liability for damage to property or persons resulting from improper use of the mobility aids.
  • v) Inaccessibility does not entitle the customer to a refund.
  • vi) If the location is deemed unsuitable or unsafe at the time of delivery, the order will be cancelled without refund.

d. Additional Delivery Attempts

Each delivery attempt after the first incurs a charge of €18.00. The second attempt will be made from the next working day onwards, and the amount will be deducted from the deposit or paid in advance.

e. Liability

The customer is responsible for the safekeeping of all hired mobility aids from the moment of delivery until the moment of collection.

6. Required Documentation

After booking, the customer will receive an automated email requesting them to:

  • Upload a valid form of photo identification
  • Confirm that the host has been informed of the delivery.

Failure to submit the required documentation may result in delays or cancellation of the delivery.

7. Technical Support

All mobility aids are delivered in full working order. In the event of a technical fault, an operative may attend to repair or replace the defective device. VemRent accepts no liability for damage or malfunctions caused by tampering or misuse by the customer. In such cases, the full cost of repair remains the customer’s responsibility.

a. Coverage Area

Technical support is available exclusively within the Municipality of Rome. If the mobility aid is taken outside Rome, it is the customer’s responsibility to return it to the agreed location.

b. How Assistance Works

In the event of a technical fault, VemRent will endeavour to replace the mobility aid with an equivalent model. If no equivalent is available, an alternative will be offered subject to current availability.

Assistance may also be carried out on the next available working day.

c. Assistance Conditions

Assistance takes place at the agreed delivery address. In the event of a technical fault, the customer is required to return the device to the delivery location. Call-out assistance at an alternative location incurs a charge of €35.00.

8. Easy Travel Cover

At the time of ordering, customers may choose to pay a security deposit or opt for the “Easy Travel” cover, which includes:

  • a) Key damage or loss
  • b) Punctures
  • c) Scratches to plastic bodywork

All other damage not listed above remains the customer’s responsibility.

9. Security Deposit

The deposit will be returned within 7 days of the end of the hire agreement, following a technical inspection of the equipment.

Section II: Transfer Service Terms & Conditions – VemRent

10. Nature of the Service and Regulatory Framework

The transfer service is provided in accordance with current Italian regulations governing Private Hire with Driver (NCC) services. The service may be operated directly by VemRent or through External Partners (certified and specialist carriers).

  • Intermediary Role and Liability: Pursuant to Articles 1703 et seq. of the Italian Civil Code, VemRent acts as an agent for the selection and booking of the carrier. Civil liability and transport safety (including delays or technical issues with the vehicle) rest entirely with the Third-Party Carrier performing the service. VemRent is released from all liability for damage to persons or property occurring during journeys operated by partner carriers.

11. Right of Withdrawal and Exceptions (Consumer Code)

Customers are informed that, pursuant to Article 59, paragraph 1, letter n) of the Italian Consumer Code (Legislative Decree 206/2005), the 14-day right of withdrawal does not apply to contracts relating to car hire services or services related to leisure activities where the contract provides for a specific date or period of performance.

Accordingly, all cancellation requests are governed exclusively by the cancellation policy set out below.

12. Cancellation Policy, Penalties and Refunds (Peak Season)

During the Peak Season (1 May to 30 September), the following penalties apply in the event of cancellation by the customer, as compensation for loss of earnings and organisational costs (Article 1382 of the Italian Civil Code):

  • More than 20 calendar days before the service date: Full refund of the amount paid.
  • Between 20 and 10 calendar days before the service date: Penalty of 50% of the total amount.
  • From 9 calendar days up to the service date: Penalty of 100% (no refund).
  • Transaction Fees Clause: Any refund due will be issued net of bank charges, transaction costs and administrative handling fees incurred by VemRent (approximately 3–5% of the amount, depending on the payment method).

13. Customer Obligations and Accuracy of Information

The customer is solely responsible for the accuracy of all information provided (Flight Number, Airline, Berth/Dock Number, Times).

  • Incorrect Information: Provision of incorrect or incomplete details (e.g. wrong flight number) releases the carrier from the obligation to perform the service. If the driver, after the standard waiting period (60 minutes at the airport / 30 minutes elsewhere), is unable to locate the customer due to inaccurate information, they are authorised to leave the meeting point and no refund will be due.
  • Resolving Issues: It is the customer’s responsibility to contact the driver promptly using the number provided in the event of unexpected delays or difficulty meeting, in order to resolve the issue in real time.

14. Driver Contact Details

For every confirmed booking, VemRent will provide the customer with the name and telephone number of the assigned driver. This information will be shared exclusively close to the service date (usually 24–48 hours in advance) to ensure operational scheduling accuracy.

15. Surcharges and Rate Supplements

The fares agreed at the quotation stage are subject to the following surcharges:

  • Sundays and Standard Public Holidays: +25%.
  • Special Public Holidays (Christmas, New Year’s Day, Easter, 1 May, 15 August): +60%.
  • Night-time Hours (22:00–06:00): +40%.
  • Multilingual Driver (English, French, Spanish): +€20/hour.
  • Luggage: One item of luggage per person included. Additional items: €3 each.

16. Vehicle Specifications

All vehicles used are fitted with an electro-hydraulic ramp, air conditioning and space for all types of wheelchair. Maximum capacity is 8 passengers (of which a maximum of 6 may be wheelchair users; a maximum of 4 is recommended for comfort). The carrier reserves the right to refuse to load mobility aids that have not been declared in advance and that may compromise journey safety.

For any queries regarding scooter hire conditions Rome or transfer bookings, please do not hesitate to contact our customer service team. For accessible equipment rental contact Rome enquiries, our team is on hand to assist.

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