Section I: Rental Terms and Conditions – Vemrent

1. Responsible use of aids

The Customer agrees to use the rented equipment with care, diligence, and respect, avoiding damage to the equipment and behavior that may cause discomfort or danger to others. The equipment must be returned in the same condition in which it was received, except for normal wear and tear resulting from proper use.

Vemrent declines all responsibility for damage to property or persons resulting from improper or negligent use of the rented devices.

2. Order conditions

To ensure availability of the requested aid, the Customer must make advance payment within 2 (two) days of placing the order. Alternatively, if not provided for by the online procedure, cash on delivery can be arranged by telephone.

The accepted payment methods are:

  • Bank Transfer
  • PayPal
  • Credit card
  • Debit card

If payment is not made within the expected timeframe and Vemrent does not receive timely notification of any delays, the order will be considered cancelled.

3. Reservations, cancellations and last minute orders

Reservations can be cancelled free of charge up to 5 days (120 calendar hours) before delivery. After this deadline, the full amount will be charged and there will be no refund.
All orders placed within 5 days of delivery (including last-minute orders placed the day before or a few hours before) are non-refundable if the service cannot be provided for logistical reasons beyond Vemrent's control.

Examples of such causes:

  • Unavailability of the host or property contact person
  • Inability to access the delivery location
  • Structure not suitable for reception
  • Order changes not communicated in time

By placing an order within a short timeframe, the Customer knowingly accepts the risk that the service may not be provided due to organizational reasons beyond Vemrent's control.

4. Saturdays and holidays

Deliveries or returns made on Saturdays incur a €46,00 surcharge for each transaction. This surcharge applies even if only one of the two transactions occurs on a Saturday. In the event of a holiday or Sunday, delivery will be made the previous business day, and the return the following business day. This also applies to properties with a 24-hour reception desk. For properties without a 24-hour reception desk, the customer must inform the host that delivery may occur in their absence.

See the updated list of public holidays in Rome here.

5. Deliveries to accommodation facilities

At the time of booking, the Customer is always required to notify the accommodation provider of the supplies that will be delivered on their behalf by Vemrent. Vemrent will then contact the accommodation provider to schedule the delivery.

a. Facilities with a 24-hour reception desk (e.g. hotels)

Delivery and return generally take place in the customer's absence, subject to prior notification to the accommodation. Vemrent will, where possible, deliver the goods the day before the customer's arrival and return them the day after their departure.

b. Structures without 24h 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, who will be contacted by Vemrent to arrange a delivery time. The host must also ensure access to the property. Vemrent assumes no liability for the unavailability of hosts in the apartment.

c. Requirements for the delivery of aids

  • i) Electric aids are only delivered if stored in suitable places or accessible via a suitable lift.
  • ii) The Customer must check in advance that the bulky aid (e.g. 4-wheel scooter, electric wheelchair) can access the facility:
    • – Adequate elevator
    • – Doors wide enough
    • – No architectural barriers
  • iii) These devices cannot be lifted off the ground.
  • iv) Vemrent disclaims any liability for damage to property or persons resulting from improper use of the aids.
  • v) Non-accessibility does not give the right 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 subsequent delivery attempt costs €18,00. The second attempt will be made on the next business day, and the amount will be withheld from your deposit or paid in advance.

e. Responsibility

The customer is responsible for the safekeeping of the rented aids, from the moment they are delivered to the moment they are returned.

6. Mandatory documentation

After booking, the Customer will receive an automatic email to:

  • Upload a valid ID document
  • Confirm that you have informed the host of the delivery.

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

7. Assistance

All aids are delivered in perfect working order. In the event of a technical failure, an operator can intervene to repair or replace the defective device. Vemrent assumes no responsibility for damage or malfunctions caused by tampering or misconduct by the customer. In this case, the repair fee is entirely borne by the customer.

a. Coverage

Technical assistance is available exclusively within the Municipality of Rome. If the device is taken outside of Rome, it is the customer's responsibility to return it to the designated location.

b. Method of intervention

In the event of a technical failure, Vemrent will attempt to replace the device with an equivalent one. If unavailable, an alternative will be offered based on current availability.

The intervention may also take place on the first working day following

c. Conditions for intervention

Repairs are carried out at the delivery location. In the event of a technical failure, the Customer is required to return the vehicle to the delivery location. Off-site repairs cost €35,00.

8. Easy Travel Insurance

When ordering, you can pay a security deposit, or include the “Easy Travel” coverage which includes:

  • a) Damage to or loss of the key
  • b) Punctures
  • c) Abrasions to plastics

All other damages not mentioned above will be borne by the Customer.

9. Security deposit

The deposit will be returned within 7 days of the end of the contract, and following a technical inspection of the vehicle.

Section II: Terms and Conditions of the Transfer Service – Vemrent

10. Nature of the Service and Regulatory Framework

The transport service (Transfer) is provided in accordance with current legislation on rental services with driver (NCC). The service can be operated directly by Vemrent or through External Partners (certified and specialized carriers).

  • Intermediation and Responsibility: Pursuant to theArt. 1703 et seq. of the Civil CodeVemrent acts as the agent for the selection and booking of the carrier. Civil liability and safety of the transport (including delays or technical malfunctions of the vehicle) fall entirely on the Third Vector who physically performs the service. Vemrent is exempt from any liability for damage to persons or property occurring during the journey operated by its partners.

11. Right of Withdrawal and Exceptions (Consumer Code)

The customer is informed that, pursuant to theArt. 59, paragraph 1, letter n) of the Consumer Code (Legislative Decree 206/2005), the 14-day right of withdrawal does not apply to contracts relating to car rental services or travel and leisure services where the contract provides for a specific date or period of performance.

Therefore, any cancellation request is governed exclusively by the cancellation policies listed below.

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

During the period of High Season (from May 1st to September 30th), in case of cancellation of the order by the customer, the following penalties will be applied as compensation for loss of profits and organizational costs (Art. 1382 Civil Code):

  • More than 20 calendar days before the date: Refund of the amount paid.
  • From 20 to 10 calendar days before the date: Penalty equal to 50 % of the total amount.
  • From 9 calendar days to the date of service: Penalty equal to 100 % (no refunds).
  • Commission Clause: Any refund due will be made net of bank commissions, transaction costs and administration fees supported by Vemrent (equal to approximately 3-5% of the amount, depending on the payment method).

13. Customer Obligations and Accuracy of Data

The customer is solely responsible for the accuracy of the information provided (Flight Number, Company, Docking Location, Timetable).

  • Incorrect Data: Providing incorrect or incomplete information (e.g., incorrect flight number) releases the carrier from its obligation to perform the service. If the driver, after the standard waiting time (60 minutes at the airport / 30 minutes elsewhere), fails to locate the customer due to inaccurate information, he or she is authorized to abandon the meeting point without the right to a refund.
  • Critical Issue Resolution: It is the customer's obligation to promptly contact the driver on the number provided in the event of unexpected delays or difficulties in meeting the driver to resolve the issue immediately.

14. Communication of Driver Data

For each confirmed reservation, Vemrent will communicate to the customer the driver's name and telephone number appointed. This communication will take place exclusively close to the service date (usually 24-48 hours in advance) to ensure the accuracy of operational shifts.

15. Supplements and Price Increases

The rates agreed upon during the estimate are subject to the following increases:

  • Ordinary Sundays and Holidays: + 25%.
  • Special Holidays (Christmas, New Year's Eve, Easter, May 1st, August 15th): + 60%.
  • Night Hours (22:00 PM to 06:00 AM): + 40%.
  • Multilingual Driver (English, French, Spanish): +€20/hour.
  • Luggage: One bag per person included. Excess baggage: €3 per item.

16. Technical Characteristics of the Vehicles

All the vehicles used are equipped with electro-hydraulic platform, air conditioning, and space for any type of wheelchair. The maximum capacity is 8 passengers (including a maximum of 6 in wheelchairs; a maximum of 4 is recommended for comfort). The carrier reserves the right to refuse to carry unmarked aids that could compromise travel safety.

For doubts or clarifications it is possible contact our customer service.

© Copyright - All rights reserved
VEM Noleggio Elettromedicali is a trademark owned by Gruppo Giglio Srl. Any unauthorized use of the contents of vemrent.com is prohibited, but only sharing on social media platforms (Facebook, Instagram, Twitter) is permitted.

For reports please write to info@vemrent.com