Frequently Asked Questions
Within this section you will find answers to all the most commonly asked questions that we have had from our valued customers.
Below are a number of Frequently Asked Questions. To view our answers to these questions, simply click on the question:
A: A: We offer our customers the widest possible choices in all aspects of their rental packages. You can choose to have the safety of our Cancellation and Re-booking Protection Package, or you can rely on our normal cancellation markers. If your cancellation is made 10 days or more prior to the intended rental commencement, we will refund all monies previously paid by you which have not yet been activated.
If your cancellation is made between 9 and 4 days prior to the intended rental commencement, we will refund all monies in excess of $50 previously paid by you which have not yet been activated.
If your cancellation is made less than 4 days prior to the intended rental commencement, we will refund all monies in excess of $75 previously paid by you which have not yet been activated.
In the context of this policy, "activated" means actually spent (e.g. payment card fees on payments made).
A: We see it very much as a case of them being much dearer than us, rather than us being much cheaper than them. Many years ago I (Darryl Essington-Wilson) was for 10 years the Chief Executive of a motor vehicle insurance company– I know the pricing profile for the reduction in car rental insurance excess arrangements. We do not take any shortcuts, we don’t exclude Single Vehicle Accidents; Hail or Storm Damage; Interior Damage or Glass and Tyre Damage which are often excluded from coverage offered by our competitors. There are some 3rd party insurance arrangements (e.g. RACV) where the cost of protection is approximately the same price as our EconoSafe Insurance Excess Reduction Package – you should be confident that we have got it right and the others have got it wrong.
A: Our late model vehicle rental packages are often cheaper than other operator’s older vehicles. However, with us it doesn’t matter whether you get our newest or oldest car, the same “Clean & Reliable Guarantee” applies to all of our cars – it is shown on our home page, but we have reproduced it here:
“Our vehicles are all meticulously maintained to the highest levels of reliability and cleanliness, and are covered by RACQ 24hr roadside service. With every car hire we give our customers a signed copy of our 45 point Vehicle Preparation & Condition report.
If you experience an operational problem with the vehicle you rent from us and as a consequence you lose more than 30 minutes of your holiday, we’ll refund the car rental charge for the entire day. This guarantee applies equally to our newest and oldest vehicles but excludes “driver error” items (e.g. lost keys, out of fuel, flat tyre etc.)”.
A: Yes. You will need to bring your own “P Plates” and conform to any restrictions imposed in your home state. You will have a limited choice of vehicle and your insurance excess will be higher than otherwise would be the case. It will be best to make your enquiries by phone.
A: Yes. Go to our webpage headed “DRIVER AGE REQUIREMENTS”
A: Yes, if you have a Visa or MasterCard debit card, we view these in the same manner as a credit card. Unfortunately, many other car rental companies do not accept them. If you don’t have any card at all, you can still rent a car, the Security Bond requirement will be different, please refer to our website section headed “SECURITY BONDS”.
A: Fines can be initiated in 3 ways ...
(a) You are personally fined by a police officer and given the fine notice
(b) The fine is attached to the vehicle
(c) The fine results from a camera detected offence.
In (a) and (b) above, you should pay or dispute the fine yourself (you need to wait 3 days for parking fines to get onto the system) before the expiry date of your time to pay as shown on the fine notice. If you leave it, the authorities will check the registration, add $10 and send a demand notice to us. We will then add another $10 and charge the whole amount to the credit card that you provided as Security with the rental contract.
In (c) above, a fine will be issued to us as the registered owner of the vehicle – this will be for 5 times the value of the fine if it were done in your name (this is to deter people from avoiding the demerit points component of the fine). We then need to do a statutory declaration nominating the renter as the person responsible for the vehicle at the time of the offence. We charge a fee (currently $25) for this. The authorities will then withdraw the fine from us and send a new (reduced) fine to you and you should then pay or dispute it.
A: There are no tolls on the Gold Coast, but there are toll points in and around Brisbane. They are all electronic and all of our vehicles are fitted with a toll activator.
The tolls are charged to our account and we will recover them from you, plus a one-off service fee of $4. This is usually done by deduction from your Security Bond refund at the completion of your rental.
If you have an E-Tag at home in Sydney or Melbourne, please leave it at home if you have it with you in our vehicle you run the risk of both activators being engaged, resulting in you paying twice.
A: They are fully disclosed in our webpage headed “PICK UP & DROP OFF”
A: Full information is on our webpage headed “KILOMETRE ALLOWANCE”
A: These are provided free of charge. If you check on our webpage headed “HOLIDAY ACCESSORIES” you will find a range of items designed to help you enjoy your holiday without having to bring half your house with you. Child seats (Reverse facing, Upright, Booster Seats, Booster seats with Harness) are all free and the reverse facing ones come with a sunscreen for the side window. Other items such as portable cots, strollers, and high chairs are available at concessional rental rates.
We recommend that the parents check the fitting of child seats every time they are used – an older child could easily accidentally undo the seat belt connection.
A: We have several models that can accommodate 3 child safety seats across the rear seat In our SUV section look at Our Nissan Qashqais; Our Nissan X-Trails; Our Mazda CX-7s and in our family sedans, the best bet is the Toyota Camry sedan
Family Car Rentals Reviewed on Google by 192 People. Rated 4.3/5
