Frequently Ask Questions
Our FAQs section is an useful source for you to find out answers for any of those questions you may have about the service we provide, whether it’s a query about your booking or an explanation of protection options – we got it covered.
When do I pay for my hire vehicle?
All payments must be paid in full at the time of booking by an approved Credit or Debit Card. Please get in touch with us to discuss your individual needs if this is not possible. Payments are processed via our nominated merchant provider when booking over the phone or online. The Commonwealth Bank approves this payment gateway. Sometimes we may contact you for a holding deposit to secure your reservation.
Can I extend my hire?
Yes, of course, provided another hirer hasn’t pre-booked the vehicle. Adding extra time to your initial hire booking is always cheaper to ensure you don’t suffer late return charges. If things take a little longer than you expect, you must pay for the extended hire period in advance (not when you return the vehicle – to avoid applying late return fees). So make sure you call our Sales Team, and they will be happy to extend your hire. Remember, if you continue to use your hire vehicle after the time nominated on your hire agreement, your insurance and any coverage offered are not valid, so please make sure you call us.
Do I have to pay Traffic and Parking fines myself?
Yes. You are responsible for paying for all road/traffic and parking infringements whilst using our vehicle. All infringement Notices for traffic or parking fines that we process on your behalf will attract an administration fee per infringement regardless of the reason or fault. This includes any towing, storage or recovery costs due to illegal parking or breaches of local traffic laws.
What is included in the Rental rate?
Kilometre Travel Allowance
The daily kilometre travel allowance will be shown on your rental agreement and may be based on the type of vehicle and the location. You can increase the standard travel allowance at the time of booking. If you exceed the stated daily allowance, a charge may apply for excess distance covered.
Insurance Cover
Your liability for loss or damage to the vehicle is limited to the stated Insurance Excess unless the vehicle is used for prohibited use. It can reduce the standard insurance excess by purchasing our Excess Reduction Insurance at the time of booking.
Breakdown Roadside Assistance
A basic breakdown service is included in your rental to cover call-outs for mechanical failure, which is not deemed to be the hirer’s fault.
Charges apply for Roadside Assistance where the hirer is at fault, such as flat batteries due to leaving lights on or draining power from accessories etc., lost or keys locked in the vehicle, punctured tyres, running out of fuel etc.
You can purchase full Roadside Assistance cover in advance for an additional fee which covers your Roadside Assistance call-out subject to the policy terms.