Frequently Asked Questions

Driving in New Zealand – How will I know the rules?

For your own safety and peace of mind we would advise you to visit our Driving Safely in NZ page, and familiarise yourself with the driving rules in New Zealand.

What do our fees include?

Our rates include GST, Basic Insurance cover with a $2300 excess unless extra cover is taken to reduce the excess to $287.50, 24 Hour AA Roadside Assistance, and unlimited Kilometres for a hire of 3 or more days. For one and two day car hires there is a mileage allowance of 100kms per day, with a per-kilometre charge applicable above this. For hires 3 days or more there is an unlimited kilometre allowance.

What is Standard Insurance Cover

Standard insurance has a maximum potential liability of $NZ2300 inclusive of GST. This Excess can be reduced to $287.50 by taking Insurance Excess Reduction (IER – providing all Drivers are aged 25 years). We do not offer a zero excess policy.

Full exclusions to this liability are contained in the Vehicle Rental Agreement but include:

  1. Where the driver is driving under the influence of drugs or alcohol
  2. Where the vehicle is in an unsafe condition that arose during the course of the hire
  3. The vehicle is driven by an unauthorised or unlicensed driver
  4. The vehicle is wilfully or recklessly damaged by the hirer or driver
  5. Where the driver is driving on the wrong side of the road

How do I pay for my hire?

Payment can be made by major credit cards (Visa, MasterCard, Amex).  Not all branches accept Amex. However, please note that a credit card surcharge may apply, please contact the branch you are hiring from if you require further information. One of these cards is required at the hire car pick-up to cover the contractual obligations and the Insurance Excess as covered in the Vehicle Rental Agreement. We cannot accept Debit Cards. Payment is required at the commencement of the hire. Payment by any other method will be accepted only by prior arrangement.

What happens if I cancel my hire?

When a booking is cancelled more than 7 days in advance of the booking a full refund will be given less the deposit charged or 10% of the booking.

Where a booking is cancelled less than 7 days in advance a 50% refund will be given.

Where a booking is cancelled less than 1 day in advance a charge of a minimum 3 days hire or 50% of the booking, whichever is the greater, will be made.

If you are a “no show” and have not notified us at least 24 hours prior to pickup in writing via email of your intention to cancel, we reserve the right to charge the full cost of the hire.

Do I have to pay a deposit when making a booking?

Bookings that are made via the telephone or email will be secured with a credit card number only and full payment will be taken on the day you collect the car. A deposit may be charged, if so the branch you are hiring from will inform you of this before charging your card.

What do I need when I collect my car?

When you come to collect your car at the office or the airport you will need a valid driver’s licence (with an English translation) and a credit card for security.

Can I hire a car if I do not have a credit card?

If you do not have a credit card but you do have a Visa or MasterCard debit card you can hire a car but you will need to reduce your insurance liability.

Can I drive on my overseas drivers licence?

We accept full valid driver’s licences from most countries. International driving licences are also accepted. We do not accept learners or ‘P Plate’ licenses and all licenses must be in English, or have an English Translation

Can I pick up or drop off a vehicle outside business hours? What is the procedure?

You can collect and return a car outside business hours, from any of our branches. We will email you instructions on confirmation of a booking. If you are returning to our depots the branch will give you instructions on where to park the vehicle and leave the keys.

Do you offer free collection or delivery to accommodation and the airports?

We offer a courtesy pick up service from any location within 5kms of our depots. This service is only available during normal business hours and outside of these times only by prior arrangement, where an additional fee may be charged. Minimum 3 day hire​ may apply – please ask the branch.​

What if I am running late and can’t return the car at the stated time on the contract?

If you are running late for returning the vehicle, we will give you one hour’s grace. After a second hour late you will be charged an hourly rate up to 5 hours where a full day’s rental will be charged.

How can I make changes to my reservation?

If you wish to make changes to your booking please call or email the branch that confirmed your booking. We will endeavour to accommodate any requests or changes.

Can I return my car early? Will I receive a refund?

Should you decide to voluntarily return the vehicle (including car keys) and accessories to the location specified on page 1 of the agreement, prior to the expiry of the hire term, the Hirer will not be entitled to a refund.

Can I extend my hire?

Yes you can, depending on availability. Due to demand in high season we cannot guarantee any extension, but we will do our best to accommodate your request.

Can you guarantee an automatic or manual vehicle?

The majority of our fleet is automatic, however we do have some manual vehicles across a few car groups, if you would prefer a manual transmission please let us know and we will do our best to accommodate your request.

What do I do if I have an accident?

If you are in an accident with your rental vehicle, we ask that you do not admit liability in any circumstance, if you are unsure always obtain a police report that will help our insurance company to gauge who was at fault. There is also an Accident/Loss Form in the glovebox to complete which will inform you of what needs to be recorded to make a claim on your behalf. All accidents must be reported on the day of the accident to the branch where you hired from. You will also be required to complete a claims forms with a representative at the branch. We do not guarantee to replace the vehicle if you are liable for the accident.

What happens if I breakdown?

All our vehicles are maintained to a high standard but if there is a mechanical problem please contact the Roadside Assist noted on your rental agreement, you will need to quote the vehicle registration number. Please note that this policy is FREE for MECHANICAL breakdowns only. All other call outs will be subject to the relevant charges, eg locked keys in the car.

Can I take the vehicle across Cook Strait?

Yes, you can take our vehicles across the Cook Strait using the two major ferry companies, Bluebridge and the Interislander.

What is the minimum driver age?

The minimum driver age to hire a vehicle is 21 years.

Can I drive off road or on the beach?

Please do not drive our vehicles off road or onto any New Zealand beach, creek, river bed, or Skippers Canyon, a minimum penalty of $2300 may apply, as your insurance policy will be void.

Are maps and tourist information available?

At all branches we have a full selection of maps, and complimentary tour guides. Our branches are owner/operator by locals and can help you out with any information on the area.

Can I smoke in the car?

For the comfort of all our customers SMOKING is not allowed in all of our vehicles. A minimum $200 deodorising charge will apply, if this rule has been breached.

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Book online or call us now. Our operators are available 8am-5pm, 7 days a week. View our guarantee.

New Zealand Freephone
0800 800 956