Frequently Asked Questions
Everything you need to know before renting a premium or luxury car with ELEI - clear, transparent and with no surprises.
The prices on this page are indicative and are not updated in real time. For exact rates and availability, check elei.ro or contact us by phone.
Deposit (security hold) and card
The amount held on your card and how you get it back.
How much is the deposit (security hold) held on the card for each car class?
The deposit (security hold) held on the card depends on the car class: Comfort 1,500 €, Premium 2,500 €, Luxury/Business 3,500 €, Performance 5,000 €, Supercar 10,000 €, Exclusive/Special 3,500 €, Van/Business 2,000 €. You know the exact amount from the moment you book, with no surprises at the counter.
Is the deposit held (pre-authorized) or actually charged to the card?
The deposit is pre-authorized (held) on the card, not actually charged. The money stays yours, and the amount is released automatically after you return the car.
How long after return is the deposit released or refunded?
The deposit is released within 1-3 business days after you return the car.
Do you accept only credit cards, or also debit cards / cash? Must the card be in the driver's name?
We accept any form of deposit: credit card, debit card or cash. The card used for the deposit must be in the main driver's name.
Is there an option to reduce or remove the deposit by paying for additional coverage?
Yes, you can reduce or remove the deposit by choosing additional coverage at the time of booking.
Insurance, excess and coverage
What is covered, what stays your responsibility and how you can be completely at ease.
Which insurances are included in the price (RCA, CASCO/CDW) and what remains the customer's responsibility?
The free Elei Start package includes RCA (Romania's mandatory third-party liability insurance). With this package, the customer is fully responsible for any damage caused through their own fault; for greater protection you can choose a higher insurance package, which reduces this liability.
What is the excess amount for each car class?
The excess for each class is: Comfort 1,500 €, Premium 2,500 €, Luxury/Business 3,500 €, Performance 5,000 €, Supercar 10,000 €, Exclusive/Special 3,500 €, Van/Business 2,000 €. This is the maximum amount you may pay for damage caused through your own fault, and it can be reduced with additional coverage.
What does the insurance NOT cover? (interior, keys, wrong fuel, documents)
The insurance does not cover the car's interior, the documents, the keys or filling up with the wrong fuel. These situations are paid for in full by the customer.
Can you buy full coverage (zero excess) that brings the excess down to 0? At what price?
Yes, you can buy full coverage that brings the excess down to zero. The price of this option varies depending on the car's class and model.
Damage, scratches and disputes
How we document the car's condition and how we avoid any dispute.
How is the car's condition documented at pickup and at return?
At pickup we draw up a handover report together with you, inspect the car and take photos. You then receive a link where you sign for receiving the car and confirm the photos and the notes in the report - so you are protected against any later claim of damage.
Do you have a fixed price list for common damage (scratch, rim, tire, window)?
Yes, the contract includes a list of fixed prices for common damage (scratch, rim, tire, window), so you know exactly what to expect from the start.
Who sets the cost of damage, and does the customer receive an invoice and a repair estimate?
The cost of damage is set by our partner service center, and the customer always receives an invoice accompanied by a repair estimate.
Do you distinguish between normal wear and tear and damage?
Yes, we distinguish between normal wear and tear and damage. Minor signs of use are not charged; only excessive wear is considered damage - for example, tires worn out by hard acceleration, burnout or launch control.
Total price, fees and transparency
The final price, calculated by you on the website - you pay exactly what you see.
What is the total final price (with VAT and all fees), with no surprises at the counter?
You calculate the total, final price yourself, directly on the website: you choose the type of insurance you want and any extra services (pickup/delivery, out-of-hours fees, child seat). What you see is exactly what you pay, with no hidden costs at the counter.
Is there an airport fee, additional driver, young driver, cleaning, smoking or one-way drop-off fee?
The possible additional fees are: airport fee 50 €, additional driver fee (only on the Elei Start package), driver under 25 fee 100 €, cleaning fee 30 €, smoking fee 200 €, and a one-way drop-off fee (return in another city), calculated based on distance.
How is a rental day (24h) calculated, and what happens if you're late returning the car?
A rental day means 24 hours. A late return of more than 4 hours is charged as an additional rental day.
Is there a cost for pickup or return outside business hours or at night?
Yes, there is a cost for pickup/return outside business hours: 30 € from our office and 50 € for another location.
Mileage limit
How many kilometers you can drive and why there is a limit on luxury cars.
Is mileage unlimited or capped? How many km/day, and how much does an extra kilometer cost?
Mileage is capped at 200 to 300 km/day, or 2,000 km for the entire period. You can purchase additional mileage packages (maximum 2), for an extra fee; if you go over, the cost per kilometer is calculated based on the car.
Why is there a mileage limit, and what options do I have if I want to drive more?
There is a mileage limit because, with luxury cars, every kilometer means real wear and loss of value, and maintenance (servicing, performance tires) is expensive. We change the oil even ahead of schedule, at 8,000-10,000 km, because driving styles vary from customer to customer. If you want to drive more, you can buy extra mileage packages for an additional fee.
Fuel
Simple fuel rules, so you avoid any charge.
What is the fuel policy, and what is charged if I don't return the car at the same level?
The fuel policy is simple: you bring the car back with the same fuel level it had when you received it (not necessarily full). Optionally, you can also choose the prepaid fuel option.
What fuel does each car use, and what happens if I fill up with the wrong one?
Each car has its own fuel type (petrol or diesel), clearly indicated at pickup. If you fill up with the wrong fuel, the repair costs are paid in full, as they are not covered by the insurance.
Driver requirements and documents
Age, license and documents required to drive with ELEI.
What minimum age and license seniority do you require? Is there a young driver fee?
The minimum age is 21, with at least 1 year of license seniority. For the luxury and supercar range, the minimum age is 25. A fee of 100 € applies for drivers under 25.
What documents do I need to bring when picking up the car?
At pickup you need a European or international driving license and a passport or ID card. We carry out a document check before confirming the booking.
How many drivers can be listed on the contract, and how much does an additional driver cost?
If you choose one of the insurance packages listed on the website, you can include up to 3 additional drivers on the contract free of charge.
Automatic vs. manual transmission
What you get when you book and how we guarantee the car you chose.
Which cars do you have with automatic transmission, and is the car guaranteed at booking?
When a booking is confirmed, you get exactly the car you chose - we don't work on a "similar car" basis. Only in exceptional cases do we offer you a similar model or an upgrade.
Roads, road tax (rovinieta), fines and mandatory equipment
Road tax, fines, mandatory equipment and tips for driving in Romania.
Is the road tax (rovinieta) included in the price, or must it be bought separately?
Yes, the road tax (rovinieta) is included in the price. Bridge tolls are paid separately by the customer.
How are traffic fines and bridge tolls handled? Do you charge an administrative fee?
In the case of a traffic fine, you pay the amount of the fine plus an administrative fee of 20 €.
Does the car have all the mandatory equipment and, in winter, winter tires?
Yes, all cars are fully equipped with the mandatory items (warning triangle, safety vest, first-aid kit, fire extinguisher), and in winter they are fitted with winter tires.
What advice do you have about road and parking conditions, especially in Bucharest?
We recommend parking only in designated areas; if you can't find public spots, we can point you to private parking lots. On the road, drive with extra care and adjust your speed to the traffic conditions in Bucharest.
Cross-border travel
The rules for leaving the country and the documents required.
Which countries am I allowed to take the car to, and which not? Is there an additional fee?
The cars cannot leave Romanian territory. The only exception to this rule is the Mercedes V-Class model.
What documents do I receive for crossing the border?
For permitted trips, we provide you with the original vehicle registration certificate and an authorization to use the car.
Delivery, pickup and logistics
Delivery, pickup, opening hours and VIP chauffeur services.
Do you deliver the car to the airport, to a hotel or to an address? Is it free?
We also deliver the car to a location other than our office; for pickup/delivery away from the office there is a fee of 50 € each way within the Bucharest-Ilfov area (90 € for both delivery and collection).
Do you also offer a chauffeur service for luxury cars?
Yes, we also offer a professional chauffeur service for luxury cars.
What are your opening hours, and how long do the formalities take at pickup and return?
Our opening hours are between 9:00 and 17:00, and the formalities at pickup and return take a maximum of 20 minutes.
Trust in the company, support and emergencies
Why you can rely on us: support, a contract in English and roadside assistance.
Can I book directly with you (not through a broker), and do I receive written confirmation with all the costs?
Yes, you can book directly with us, with no intermediaries, and you receive a written confirmation by email with all the costs itemized.
Do you have a contract and support in English, and staff who speak English?
Yes, we have a contract and support in English, as well as English-speaking staff.
What happens in the event of a breakdown, accident or malfunction? Is there roadside assistance and a replacement car?
Yes. In the event of a breakdown, accident or malfunction you receive assistance and, depending on the situation, a replacement car, so you don't get stranded.
Where can I see your reviews, and how long have you been in the market?
Our reviews can be found on Google, and ELEI has been in the market for over 7 years.
Luxury and exotic cars
Special conditions for luxury and exotic cars.
What is the deposit, excess and mileage limit for luxury cars?
For luxury cars, the deposit and excess depend on the type of insurance chosen and range between 500 € and 5,000 €, while the mileage limit is between 200 and 250 km/day, or a maximum of 2,000 km for the entire rental period.
What is charged for typical luxury-car damage (rim, tire, interior, lost keys)?
For typical luxury-car damage, you are charged the cost of the repair plus an administrative fee of 50 €. The interior is not covered by any insurance and is paid for in full. You receive a repair estimate, and the invoice is issued based on it.
Do the cars have GPS tracking, and are there rules regarding speed or usage?
Yes, the cars have GPS tracking. We always recommend driving within the legal limits; if a car is used for drift on public roads, it will be inspected by an assessor who determines the necessary repairs (with a repair estimate and invoice), on top of which the penalties set out in the contract apply.
What special conditions apply for events (weddings, photo shoots, filming) and confidentiality?
There are no special conditions for events (weddings, photo shoots, filming). We only note that stickers may not be applied to the car without our prior consent.
Practical details and equipment
Practical details: child seats, extra equipment, extensions and usage rules.
Do you have child seats or booster seats? For what ages, and how much do they cost per day?
Yes, we offer child seats. The price is 6 €/day, or a maximum of 30 € for the entire rental period.
What extra equipment do you offer (GPS, Android Auto/CarPlay, ski rack, snow chains)?
The cars come factory-equipped with Apple CarPlay and Android Auto. On request we also provide a ski rack and snow chains; we do not have a bike rack.
What is the minimum rental period, and how do you extend it (including remotely)?
The minimum rental period is 2 days. To extend, you need to let us know 24 hours in advance and receive our confirmation. For delayed flights we ask for your flight number, so we know in real time where you are.
What is the policy on smoking and on pets? Are there any fees?
Smoking is prohibited in all cars; if it is detected, the smoking fee applies. Pets are not normally accepted, but they can be accepted on request - if a lot of hair is left behind, you will have to pay the cost of a full interior detailing (with a repair estimate and invoice).
What happens if the car breaks down for technical reasons (not my fault)?
If the car breaks down for technical reasons that are not your fault, we replace it as quickly as possible, subject to availability. In some cases, if you don't agree to the replacement, a refund can be issued for the remaining period.
Specific to the Romanian market (company, VAT, long term, payment)
For customers in Romania: company rentals, VAT, long term and payment.
Can I rent through a company (legal entity), with an invoice and deductible VAT?
Yes, you can also rent through a legal entity, with an invoice. We need the company's CUI and a letter of authorization.
What prices and conditions do you have for long term or a monthly subscription?
For a period longer than one month we prepare a customized offer. Beyond 3 months, the rental falls into the mini-leasing category, with considerably lower prices.
What currency is the price in, and what payment methods do you accept?
The price is displayed in euros and in lei, but payment is made exclusively in lei, in accordance with the Romanian legislation in force.
Do you offer free pickup and delivery in Bucharest (not just at the airport)?
Yes. Pickup and return at the ELEI office, during business hours, are free. For delivery to another location in Bucharest (hotel, address, airport), a fee of 50 € each way applies within the Bucharest–Ilfov area (90 € for both delivery and collection).
Does the deposit (security hold) go down for loyal customers or those with a rental history?
Yes, loyal customers with a rental history can benefit from a reduced deposit.
Do you offer a courtesy car or partnerships for companies and auto service centers?
Yes, we offer partnerships and courtesy cars for companies and auto service centers.
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