Frequently Asked Questions
What are your standard operating hours?
Our standard office hours are from 8am – 5.30pm. We are open for confirmed bookings on public holidays except Christmas Day (25 December).
How do I book a vehicle hire with Rental Cars New Zealand?
You can book online using our fully secure booking system – this way you will get our best rates! Alternatively for North Island bookings you can call us on our free phone 0800 112 345; or 0800 888 358 for South Island bookings. If you are calling outside of New Zealand you can reach us on +64 9 275 2422 (North Island) or on +64 3 358 1358 (South Island).
How do I pay for my rental car and do you charge a deposit?
At the time of booking we require a credit card details. We do not charge the credit card, however a signed imprint of the credit card is required in the name of one of the drivers when picking up the vehicle. Full payment is required at the commencement of the hire. We accept all major credit cards (Visa, Mastercard and Amex), EFTPOS, cash and approved purchase orders from companies, schools, and clubs. However, we do not accept debit cards or cheques (including travellers).
I don't have a credit card, does Rental Cars New Zealand accept cash bonds?
We do accept cash bonds, however the full amount of the excess of the vehicle will have to be paid and this can be up to NZD$3,000.00. Payment by any other method other than credit card is by prior arrangement only. Please note that all cash bonds will not be refunded straight away and may be held for a couple of weeks to cover any infringements that may have occurred.
Are your prices all inclusive?
All rental vehicle prices quoted are in New Zealand dollars and include Goods and Services Tax (GST), unlimited kilometres (for all hires 4 days or more), and standard insurance. Any airport fees or one way fees that apply to a hire will be included in the quotation. Vehicle hires outside our office hours may incur an after hours service fee which will be advised with the after hours procedure when we confirm your rental vehicle reservation. A small credit card surcharge will apply to payments made by credit card.
How do you calculate your daily rates?
All our rates are calculated on a 24 hour period. The minimum hire cost for a vehicle is one 24 hour period. For hires under 4 days a kilometre cap (km cap) of 150kms per day will apply. Any additional mileage above the km cap is charged at a set rate. All hires 4 day and over will be unlimited kilometres.
Does the vehicle rate include fuel?
No. All our vehicles are supplied with a full tank of fuel. All hirers pay for their own fuel so the vehicle needs to be returned with a full tank of fuel. Additional charges will apply if your vehicle is not returned full.
Is there an additional charge for more than one driver?
There is a small charge of NZD$1 per day for any additional named drivers other than the primary vehicle driver. This fee is not charged when any Reduced Insurance option is selected. Each driver must present their drivers licence at the time of vehicle collection and be named on the rental agreement.
Can we hire accessories from Rental Cars New Zealand?
Yes we offer a range of accessories from baby seats to GPS units. Check our accessories page.
Are one way hires available?
Yes. The vehicle must be dropped at a Rental Cars New Zealand branch or agency. A one way fee and minimum hire period will apply.This will show in your online quotation.
Can I take my vehicle on the ferry between the North and South Islands?
Yes. We can also arrange your ferry booking. You can book this option online as part of your vehicle booking or discuss with our customer service team.
How old do I have to be to rent with you?
You can hire a vehicle if you are 18+ years of age and hold a valid drivers license.
What driving license do I need to hire a vehicle from Rental Cars New Zealand?
You must hold a valid drivers license from your home country for the class of vehicle you wish to hire. All drivers licenses need to have an English translation, we recommend an International Driver's License as the most accepted option.
What do I need to bring to the depot when I collect a vehicle?
We require two items when you are collecting the vehicle: 1) All drivers intending to drive will be required to provide their current drivers licence relevant to the class of vehicle they are hiring. We are legally obliged to view your drivers license every hire, whether you are a casual or regular hirer. 2) A credit card, which must be in the name of one of the drivers.
Do you offer a free pick up from accommodation?
Yes we do offer a free pick up from any accommodation within 5km of our depot or by arrangement. Our free pick up service is only available during our normal business hours. Prior arrangement is required if you wish to collect your vehicle outside of normal business hours and an additional fee may apply.
Can I pick up a vehicle after hours?
Yes. We do offer a late pick up service by prior arrangement. An additional fee may apply for after hours service. For further detail refer to our 'After Hours Services' page.
Can I return a vehicle to you after hours?
Yes, we do allow pre arranged after hours drop offs, however, customers need to be aware that they are liable for any damage that may be incurred until the vehicle is checked in during our standard office hours the following day. For further detail refer to our 'After Hours Services' page.
Can I return a vehicle to the airport?
By prior arrangement only your rental vehicle may be returned to some airport locations. Please be aware that additional fees may apply.
What happens if I return my vehicle early?
If you return your vehicle earlier than the agreed date then there is no refund. Personal travel insurance should cover all unexpected emergency if this is the case.
What happens if I return my vehicle late or wish to extend?
If you return your vehicle late or extend your hire, an additional charge may apply. Rental Cars New Zealand is reasonably flexible in late returns (can offer a grace period), however, your daily rate will be charged for extensions. All late returns and extensions are based on a case by case scenario, subject to availability and need to be approved by our customer service team. Failure to do so may result in a fee of up to $500.00 Personal travel insurance should cover all unexpected emergency if you are charged additional fees.
What safety & mechanical checks do you carry out on your rental cars?
At Rental Cars New Zealand we have several levels of mechanical and safety checks and systems in place. Every six months all of our rental vehicles are inspected at an independent government accredited vehicle testing centre. Inspections include a variety of safety checks including tyres, brakes, steering, suspension, lights, seatbelts, and structural integrity. Vehicles that pass this inspection process are issued with a 6 month certificate of fitness. In addition we have our own internal inspection and servicing process where we schedule a full service and inspection of all rental vehicles every 10,000 to 15,000km. During this process the vehicles braking systems are inspected closely. Brake pads with more than 50% wear are replaced (even though they have several thousand km of driving left in them) as we believe that this is critical to rental vehicle safety and reliability. We also pay close attention to tyres, cooling systems, and suspension during these services. Prior to each vehicle rental our staff complete pre rental checks which include tyre tread, tyre pressure, windscreen, window wipers, lights, indicators, engine oil, coolant, brake fluid, and a general inspection of the vehicle.
What happens if my vehicle breaks down?
Your rental vehicle is covered by our 24 hour breakdown service included in your daily hire rate. We maintain all of our vehicles to a high standard for your safety and comfort, however in the unfortunate event that you experience a mechanical issue or breakdown the following steps will be taken to try to get you back on the road as soon as possible:
- Please contact AA Roadside Service (0800 734 543) to notify them of the issue with your vehicle. AA Roadside will send a Technician to diagnose the problem and repair your rental vehicle if possible.
- If the Technician cannot repair your vehicle immediately it will be towed to the nearest certified mechanical workshop.
- For minor repairs a replacement rental car will not be provided and your hire will continue in the same vehicle once your vehicle has been repaired.
- With major repairs or delays of more than 24 hours in obtaining spare parts for your vehicle, we will attempt to supply a replacement vehicle from our nearest rental car branch.
- If a breakdown occurs in a location where we do not have a rental car office, or should the nearest rental car branch not have any rental vehicles available, then it may be necessary for you to travel by public transport (at our cost) to where the nearest replacement vehicle is located.
- If we cannot supply a replacement vehicle from another branch within a reasonable distance from the breakdown, we will notify you of the situation and offer you the option of cancelling your hire and refunding you for the remaining hire period.
Any non-mechanical rental vehicle issues such as flat batteries due to lights being left on, flat tyres, lost keys / locked out of vehicle, cracked windscreens etc. will be at the hirer’s expense except. Tyres and windscreens costs may be covered by taking our Tyre & Windscreen insurance option.
As per the terms & conditions of hire, the rental car company and its employees are not liable for any loss incurred by the hirer of a rental vehicle due to mechanical breakdowns.
What happens if I have an accident or need assistance?
You should contact us directly on 0800 112 345 (North Island) or 0800 888 358 (South Island). Please note: if this is a serious road accident/emergency then you should call 111 for help before contacting us.
What is your Insurance Excess?
Our standard insurance excess (also known as deductable) for most vehicles is $2000.00 for drivers aged 25 years and older. For drivers under the age of 25 years a higher insurance excess will apply.
Is it compulsory to take Insurance Cover?
Standard insurance is included in our rates and is subject to an insurance excess in the event of any loss or damage. We offer you the option to purchase Insurance Excess Reduction which reduces your excess on the vehicle and you pay a set cost per day. You can book this option online as part of your vehicle booking or discuss this with our customer service team.
What is your Cancellation Policy?
Please advise us as soon as possible if you need to cancel your booking. We are always happy to move your dates (subject to availability) if required. If adequate notice is not given (48 hours) a cancellation fee may apply, although we are happy to deduct any cancellation fee off your future hires.
Do you offer long term rentals?