Got a question? Our staff are always happy to answer questions about our vehicle hire services and provide any other information we can to make your trip as smooth and comfortable as possible. But before you contact us, take a look at the FAQs below to see if the answer to your question is listed here.
Who can hire from us?
How old do I have to be to hire a vehicle?
The minimum age to hire a vehicle from us, or to drive one of our vehicles is 18, provided you have a current, valid driver’s license for the vehicle being hired. The hirer liability limit amounts are $500 higher for drivers under 21.
Do you hire to drivers with restricted licences eg. Australian P2 licence?
Yes, we do allow drivers with a restricted licence. They must drive in accordance with the conditions of their licence. For Australians, we allow P2 licence holders to drive. Hirer liability limits are $500 higher if any drivers are on a restricted licence or under 21.
Can you guarantee an automatic or manual vehicle?
The majority of our fleet consists of automatic vehicles. However, we may have a few manual vehicles available from time to time in some vehicle classes. If you prefer to drive a manual vehicle, you may make a request and we will do our best to accommodate your requirements.
Are snow tyres needed in winter in New Zealand?
In New Zealand, snow tyres are not required and are not generally available.
What is Included in the Rental Cost?
What is included in the rates on your website?
All our rental rates include the New Zealand Goods and Services Tax (GST), insurance (with $3,000 standard hirer liability limit for drivers over the age of 21 and on a full license, $3,500 otherwise), unlimited kilometres, the first two drivers, and roadside assistance.
Do you charge for additional drivers?
The first two drivers are included in your rental pricing. Any extra additional drivers are added to your rental cost at $2 per day, per additional driver.
Do you charge for kilometres driven?
No, no additional charges for kilometres driven.
Do you offer one way hire?
This is sometimes available but only between our own branches. A one way fee applies with the amount depending on how far apart the pick-up and drop-off locations are. The fee may also vary by season.
Do you have child seats available?
Yes, we have baby capsules, car seats and booster seats available. Just select the box when making your reservation online.
Do you have GPS Units available?
Yes, we have GPS navigation units. Just select the box when making your reservation online.
Are snow chains needed in New Zealand in winter?
Chains are very rarely needed on normal roads. Only occasionally with particularly icy ski field road conditions are snow chains or a four wheel drive vehicle required to get up to some of the ski fields.
We have a limited selection of show chains available. Each chain size only fits a limited number of tyre sizes. Suitability and availability will depend on the vehicle type you want to choose and the tyre size on that vehicle.
With a minimum of two weeks’ notice, we can ensure we have the right size available for your selected vehicle. If available, our chains cost $15 per day up to a maximum per hire of $100. Please let us know in the comments section if you want us to provide chains.
What other extras and accessories are available?
You can also add other accessories to your hire when you pick up your hire vehicle. Available items may include phone accessories, sound system accessories, and roof racks and snow chains. Please let us know at the time of your reservation, using the comments section, if you have any special requirements.
We also offer reduced liability limits for an additional daily rate.
Booking, Booking Payment and Alterations
Is a deposit required when making a booking?
Yes, a 10% deposit is usually required to secure a booking made via our website or directly. This is refundable (less an administration fee) providing you cancel at least 8 days prior to pick up. The remainder of the hire cost together with a bond amount is payable at the time of pick-up.
How can I change, extend, or cancel my reservation?
You can either call or email us to change, extend, or cancel your reservation. Please note that changing or extending your rental may affect the rate.
What if I cancel my booking before I pick up the hire vehicle?
Please be careful to book your vehicle hire after your travel plans are secured. Cancelled bookings are subject to our cancellation policy, as follows:
- If you cancel more than 1 week prior to pick-up date there is no fee and, any deposit paid will be refunded less a $10 administration fee.
- If you cancel between 1 and 7 days prior to pick up date, your 10% deposit is non-refundable but there are no additional fees.
- If you cancel within 24 hours of pick up time, the full cost of up to the first three days of hire is chargeable.
- No-shows incur a charge of the full cost of up to the first four days of hire.
Starting Your Rental
Do you have airport pick up and drop off?
Yes – we offer a pick-up and drop-off service from Airports we have branches at. Please enquire if you require a pick-up or drop-off from/to another location.
Do you have after hours pick-up and drop-off arrangements?
For some locations, we also have an after-hours pick-up and drop-off facility available at an additional cost. Please contact us to check on availability and make suitable arrangements.
What do I need to bring when I pick up the vehicle?
When you collect your hire vehicle you will need:
- A valid driver’s licence in English. If your licence is not in English, you will need to obtain either a translation or an International Driving Permit.
- A Visa or MasterCard credit card or debit card in the name of the hirer with a large enough limit to cover the bond amount.
- Your booking reference or details.
When and how do I pay for my rental?
A 10% deposit is usually taken if you make a booking via our website. This requires you to have a credit card. The remainder of the rental cost is payable upon pick-up. A bond payment is also required at the time of pick-up. All other charges are also payable when the vehicle is picked up. At pick-up, we accept Visa and MasterCard credit cards and debit cards. EFTPOS cards and cash are also accepted. Please note that all cash payments made must be in New Zealand currency (NZD).
What if I have booked via a third party?
Where the other party has taken a deposit, the remainder of the hire cost, and a security bond amount is payable upon pickup. Where the rental cost has been fully prepaid upon reservation, the only additional payment required at time of pickup will be the cost of any accessories or other extras not already pre-paid and the security bond amount.
Do you require a bond?
Yes. Upon hire, we take a bond to cover the hirer liability limit you select. This bond is usually taken by pre-authorising the bond amount on your credit card. Alternatively a cash bond can be provided. The bond is released or refunded in full when the vehicle is returned undamaged with full fuel and all other conditions of hire have been adhered to.
Can we smoke in your vehicles?
No, all our vehicles are non-smoking (this includes vaporisers, e-cigarettes, or any other form of smoking or illegal substances). Any customer returning a vehicle that has been smoked in will be charged a cleaning fee, up to a maximum of $200.
Can I drive the vehicle off road or on the beach?
No – please do not take the vehicle off formed roads or driveways. Your insurance is null and void if you do.
How do I pay for road tolls?
Make things stress free and easy – become a Tolls for Life member for $10! You can select this when booking online or by asking at the rental desk when picking up. Valid for 10 years and transferable to a friend using your member code. This is recommended for itineraries that include the North Island.
Please be aware that if you are a non-member and travel through either the Auckland Northern Gateway (between Orewa and Puhoi) or the Tauranga Eastern Link / Takitimu Drive toll, you will need to organise payments. Further details can be found on the NZ Transport Agency website.
If a toll is unpaid when you return the vehicle, you will be charged for the toll and an additional $45 administration fee.
Accidents and break-downs
What should I do if I have an accident?
In the case of an accident, please follow these guidelines:
- First, check if anyone is injured. If emergency assistance is required, call 111 for ambulance or police.
- In order to prevent false allegations, we advise you do not admit liability even if you believe you are at fault.
- Take the details of the other driver and any witnesses on the accident form provided in your hire vehicle.
- Call us on +64 9 373 3822 as soon as possible.
- If the vehicle is not driveable phone AA Roadside Assistance on 0800 734 543.
- Do not leave the vehicle without ensuring it is safe.
What should I do in the case of breakdown?
- Roadside mechanical failure assistance.
- Tow to nearest place of repair or safety.
AA Roadside Assistance can also help you with non-mechanical problems but for these you will need to pay for the call-out fee directly. This would apply to things like:
- Flat tyres.
- Flat battery (if caused by lights or ignition left on).
- Keys lost or locked in the vehicle.
- Out of fuel.
What happens when I return the vehicle?
The vehicle will be checked for damage and for fuel level being full. If all is in order, and all other conditions of hire have been adhered to, your bond amount will be released or repaid to you.
What happens if I return my hire vehicle early?
There is no refund for unused hire days if you return your vehicle early.
What happens if I return my hire vehicle late?
We understand that things get delayed sometimes, so we allow a one hour window where you won’t be charged extra. After the one hour grace period we charge $20 per hour up to the single day hire rate then the single day hire rate for each late day thereafter.