Code of Conduct

Last Updated: February 10, 2026

Introduction

At Omex Rent A Car, we are committed to providing comfortable, fast, and reliable car rental services while maintaining the highest standards of integrity, professionalism, and customer satisfaction. This Code of Conduct outlines the principles and standards that guide our business operations, employee behavior, and interactions with customers, partners, and the community.

Our motto is simple: "Car from us, driving from you!" – and we take pride in being your trusted travel companion across Azerbaijan.

1. Our Core Values

1.1 Customer First

The comfort and satisfaction of every customer is our priority. We strive to make every rental experience smooth, transparent, and enjoyable.

1.2 Integrity and Honesty

We conduct our business with honesty and transparency. We provide clear information about our services, pricing, and policies, ensuring customers can make informed decisions.

1.3 Safety and Reliability

We maintain our fleet to the highest safety standards. All vehicles are clean, fully serviced, and insured before every rental.

1.4 Professionalism

Our team of 10 dedicated employees is trained to provide courteous, efficient, and professional service at all times, whether at our office, during vehicle delivery, or through customer support channels.

1.5 Respect and Fair Treatment

We treat all customers, employees, and business partners with respect and dignity, regardless of their background, nationality, or personal characteristics.

2. Commitment to Customers

2.1 Service Quality

We commit to:

Providing clean, well-maintained vehicles from our economy, business, crossover, SUV, minivan and sport categories
Ensuring all vehicles are fully serviced and insured, with broader coverage available as an option at booking
Operating 24/7 to accommodate our customers' schedules
Offering flexible pickup options: at our office (Şəfaət Mehdiyev 96D) or delivery to your location
Responding promptly to customer inquiries via email, phone, or in-person visits

2.2 Transparent Pricing

We believe in honest pricing with no hidden fees. Our customers receive:

Clear upfront pricing for all rentals
Transparent information about additional services (child seats, Wi-Fi hotspot, additional drivers, insurance upgrades)
A minimum rental period of 2 days; we do not offer hourly or single-day rates
A prepayment of 30% of the rental total to confirm a booking, with the balance due at handover
A refundable security deposit between 200 and 1000 AZN depending on the vehicle class, shown on every car page and blocked at handover
Delivery and collection fees stated per leg before payment: 25 AZN at the airport, 15 AZN anywhere in the city or to your hotel, free at our office
Free cancellation up to 24 hours before pickup
Fair late return policy with a 2-hour grace period; fees apply beyond this period
Acceptance of both cash and card payments for customer convenience

2.3 Fuel Policy

We operate on a Same-to-Same fuel policy:

Fuel Level at Pickup: The vehicle will be provided with a specific fuel level at the time of pickup. The fuel level will be recorded in the rental agreement and acknowledged by the renter.
Fuel Level at Return: The renter is required to return the vehicle with the same fuel level as received at pickup.
For example: If the vehicle is provided with 15% fuel, it must be returned with approximately 15% fuel. If the vehicle is provided with 80% fuel, it must be returned with approximately 80% fuel.
Fuel Shortage Charges:If the vehicle is returned with less fuel than recorded at pickup, the renter will be charged for:
The cost of the missing fuel, calculated at the current market rate, and
A refueling service fee.
Excess Fuel: No refunds will be provided for fuel returned in excess of the recorded pickup level.

This policy ensures fairness and transparency for both parties.

2.4 Vehicle Use Guidelines

To ensure safety and proper vehicle maintenance:

Rentals are permitted only within Azerbaijan (travel across cities is allowed)
A mileage allowance of 250 km per day applies; distance beyond it is charged separately
Cross-border international travel is not permitted
Smoking in vehicles is not recommended to maintain cleanliness and comfort for all customers
Customers must comply with all Azerbaijan traffic laws and regulations

2.5 Customer Feedback and Complaints

We welcome customer feedback and take all complaints seriously:

Customers can reach us via email, phone, or in-person at our office
We respond to all inquiries promptly and professionally
We investigate complaints thoroughly and take corrective action when necessary
Customer feedback helps us continuously improve our services

3. Employee Conduct and Professionalism

3.1 Professional Behavior

All Omex Rent A Car employees are expected to:

Treat customers with courtesy, respect, and professionalism
Provide accurate information about our services and policies
Assist customers efficiently during vehicle pickup, delivery, and return
Maintain a neat and professional appearance
Communicate clearly and politely in all customer interactions

3.2 Customer Service Excellence

Our employees commit to:

Being punctual for vehicle deliveries and pickups
Conducting thorough vehicle inspections with customers before and after rentals
Explaining rental terms, vehicle features, and safety information clearly
Addressing customer questions and concerns with patience and expertise
Going the extra mile to ensure customer satisfaction

3.3 Integrity in Operations

Employees must:

Handle customer payments and transactions with complete accuracy
Protect customer property and personal belongings with care
Never accept bribes, kickbacks, or inappropriate gifts from customers or suppliers
Report any damage, maintenance needs, or safety concerns immediately
Maintain accurate records of all rental transactions and vehicle conditions

3.4 Workplace Conduct

We maintain a respectful and professional workplace where:

Harassment, discrimination, or bullying of any kind is strictly prohibited
All employees are treated fairly and with respect
Team collaboration and mutual support are encouraged
Conflicts are resolved professionally and constructively

4. Safety and Compliance

4.1 Vehicle Safety Standards

We are committed to maintaining the highest safety standards:

All vehicles undergo regular maintenance and safety inspections
Vehicles are serviced according to manufacturer recommendations
Any safety concerns are addressed immediately, and vehicles are not rented until issues are resolved
All vehicles carry the insurance required by law, and customers may add broader coverage when booking

4.2 Customer Safety Verification

To ensure safety for all:

We conduct background checks on all renters
Valid driver's licenses are verified before vehicle handover
Renters must be between 24 and 65 years old
We reserve the right to refuse service if safety concerns arise

4.3 Road Safety Promotion

We encourage safe driving practices:

Customers receive information about vehicle features and safety equipment
Child seats are available upon request for families traveling with children
A Wi-Fi hotspot is available so navigation and calls work from the moment you set off
We provide emergency contact information for roadside assistance

4.4 Legal Compliance

Omex Rent A Car operates in full compliance with:

Azerbaijan vehicle rental regulations
Traffic and road safety laws
Tax and financial reporting requirements
Data protection and privacy laws
Insurance and liability requirements

5. Data Privacy and Confidentiality

5.1 Customer Information Protection

We are committed to protecting customer privacy:

Personal information is collected only for rental purposes
Customer data is stored securely and accessed only by authorized personnel
We comply with applicable data protection laws and regulations
Customer information is never sold or shared with third parties for marketing purposes
For detailed information, please refer to our Privacy Policy

5.2 Employee Confidentiality

Employees must:

Keep all customer information confidential
Not discuss customer details outside of work-related contexts
Protect sensitive business information and trade secrets
Report any data breaches or security concerns immediately

6. Business Integrity and Ethics

6.1 Fair Business Practices

We conduct business fairly and ethically:

We compete honestly in the marketplace
We honor all commitments made to customers and partners
We do not engage in deceptive or misleading advertising
We maintain accurate financial records and reporting

6.2 Conflict of Interest

Employees must:

Avoid situations where personal interests conflict with company interests
Disclose any potential conflicts of interest to management
Not use company resources or information for personal gain
Make business decisions based on the best interests of the company and customers

6.3 Anti-Corruption

Omex Rent A Car has a zero-tolerance policy for corruption:

Employees must not offer, give, request, or accept bribes
All business dealings must be transparent and properly documented
Gifts or entertainment must be modest and comply with company policy
Any suspected corruption must be reported immediately

7. Reporting Misconduct and Whistleblower Protection

7.1 Reporting Channels

We encourage employees and customers to report any violations of this Code of Conduct:

Email: info@omex.az (mark subject line as "Code of Conduct Concern")
Phone: +994 55 551 99 99
In-Person: Visit our office at Şəfaət Mehdiyev 96D

7.2 Whistleblower Protection

Reports can be made confidentially or anonymously
We prohibit retaliation against anyone who reports concerns in good faith
All reports are investigated promptly and thoroughly
Employees who make false reports maliciously may face disciplinary action

7.3 Investigation Process

When misconduct is reported:

We acknowledge receipt of the report within 2 business days
A thorough and impartial investigation is conducted
Appropriate corrective action is taken when violations are confirmed
The reporter is informed of the outcome (subject to confidentiality considerations)

8. Continuous Improvement

8.1 Training and Development

We invest in our employees:

All employees receive training on this Code of Conduct
Ongoing professional development opportunities are provided
Customer service skills are regularly enhanced through training
Safety and compliance training is conducted regularly

8.2 Policy Review

This Code of Conduct is reviewed and updated regularly to:

Reflect changes in laws and regulations
Incorporate feedback from employees and customers
Align with industry best practices
Support our vision of raising car rental to a new level in Azerbaijan

8.3 Accountability

Management leads by example in upholding this Code of Conduct
Violations are addressed promptly and consistently
We measure and monitor compliance through regular audits
Performance evaluations include adherence to these standards

9. Environmental Responsibility

While we currently do not have specific environmental programs, we are committed to:

Maintaining our fleet efficiently to minimize emissions
Proper disposal of vehicle fluids and materials
Keeping our office and operations area clean and environmentally responsible
Exploring future opportunities for eco-friendly vehicle options

10. Community Engagement

As a local Azerbaijan company, we:

Support the local economy through our operations
Provide employment opportunities for local residents
Contribute to tourism and business travel in Azerbaijan
Are open to future community partnership opportunities

11. Consequences of Violations

Violations of this Code of Conduct may result in:

For Employees:
Verbal or written warnings
Mandatory retraining
Suspension
Termination of employment
Legal action if laws are broken
For Customers:
Rental agreement termination
Charges for damages or policy violations
Prohibition from future rentals
Legal action if necessary

The severity of consequences depends on the nature and severity of the violation.

12. Questions and Clarifications

If you have questions about this Code of Conduct or need clarification on any policy:

Omex Rent A Car

Address: Şəfaət Mehdiyev 96D, Azerbaijan

Email: info@omex.az

Phone: +994 55 551 99 99

Hours: 24/7

13. Acknowledgment

By working for or doing business with Omex Rent A Car, you acknowledge that you have read, understood, and agree to comply with this Code of Conduct.

Last Updated: February 10, 2026

Omex Rent A Car – Your travel companion. Car from us, driving from you!