FAQs on Trucks	FAQs on Cargo Vans	FAQs on Minibuses
FAQs on Ute Flat Deck	FAQs on Ute Canopy	FAQs on Coaches

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What do I need when I collect my vehicle?

When you come to collect your vehicle you will need a valid, full Driver’s Licence in English and a Credit Card for payment (credit card holder must be present)

Where can I find information about your insurance options?

If you wish to look at our insurance table please click here

 

What does Excess, Refund and Bond mean?

• Excess: The Excess is the amount that will be charged to your credit card in the event of any damage to the vehicle whilst on hire. The amount of the Excess is dependable on which Insurance Option you took and what vehicle you are driving.
• Refund: A Refund is the amount credited to you in the event that you cancelled your booking within the required time. The refund can take up to 28 days to be credited to your account.
• Bond: The Bond is the amount that will be held on your credit card, debit card or cash fro the duration of your rental. It can take from 5 to 14 days for the funds to be released. This is also dependent on your banking provider 

 

What are the rules on credit card payments?

The credit card used to secure and pay for the booking needs to be on the name of the main hirer or additional drivers listed on the rental agreement. In any other cases, the booking will be cancelled/declined

What are your blackouts days?

We are closed on Christmas Day and Easter Sunday. Anzac day open from 1pm

Can I drive on a Restricted Licence?

Unfortunately, we don't rent vehicles on a Restricted Licence

Is child seat available for hire?

Yes, you can select it during the booking process or request over the phone - By NZ road rules, children must be secure in an approved child restraint (click here for more info)

Can I use my overseas drivers licence?

Yes, however, if your drivers licence is not printed in English you will need to arrange for an International Drivers Licence. You must be over 18 years of age to hire a vehicle.

www.drivingtests.co.nz/If you are hiring one of our vehicles on an International Licence, we recommend you check out the New Zealand Road Code by visiting roadcode/car who offer a free road code quiz. This quiz is a great way to get yourself up to speed with New Zealand road rules.

Do you charge a bond for your vehicles?

 

If you are unable to provide a credit card, you can secure your reservation by cash, EFTPOS or debit card. You will be required to purchase our Platinum Insurance Cover and a bond of $250 will apply. This bond can be paid by cash, Eftpos or debit card.

Do I need to put a deposit on my booking?

We require at least 50% deposit on all bookings. This must be paid at the time of booking to secure your reservation. If you wish to pay %50 of your hire at the time of booking, please advise our Reservations Team over the phone/email or add a note on your online booking request. If not advised, we’ll assume/process the full amount.
 

Do you offer after-hours pick-up at your airport locations?

Yes, we offer 24/7 service at our airport locations

Can I return my vehicle/trailer early? Will I receive a refund?

You can return your vehicle/trailer earlier than the stated end date/time on your contract, however, we will not process a refund for the unused days/hours.

Can I extend my hire?

Yes, however, this will depend on availability. We cannot guarantee any extension but will do our best to accommodate your request.

If I cancel my hire after booking what are the procedures?

We have a set of principal cancellation rules that apply to our business, please visit this page for details

What do I do if I have an accident?

If you are in the unfortunate event of an accident with your rental vehicle and a third party we will 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. We also ask you to complete an Accident Form which can be found in the vehicles glove box. This will prompt you to ask the correct questions and to gather the relevant information we need to make a claim on your behalf. All accidents must be reported to a Hireace representative the day it happens. You will also have to complete an insurance form with a representative at one of our branches. We do not guarantee to replace the vehicle if you are liable for the accident.

What should I do if the vehicle has a breakdown?

All of our vehicles are covered by the Automobile Association (AA) 24-hour roadside assistance service for any vehicle-related breakdowns. In the event that you need roadside assistance, please call the AA free phone number 0800 734 543.. Please give them your vehicle registration plate number and provide directions to help them locate you.
If the AA is unable to assist you, please contact us on 0800 00 11 22.

IMPORTANT TO NOTE: For non-mechanical (driver error) callouts, you will need to pay the applicable fee directly to the AA prior to their attendance.

Mechanical breakdowns covered by the AA Roadside Assistance service include the following:
 

• Engine faults
• Electrical faults
• Cooling system
• Vehicle recovery

For all Non-Mechanical breakdowns, the Automobile Association will charge you the relevant call out fees. Non-mechanical breakdowns include, but are not limited to, the following:

 

• Running out of fuel
• Refilling the vehicle with the incorrect fuel (i.e. putting diesel in instead of petrol)
• Damage to wheels and/or tyres
• Losing the keys or locking them inside the vehicle
• Having a flat battery due to the ignition or lights being left on
• A breakdown as a result of damage caused in an accident, including salvage

Can I drive off-road or on the beach?

Do not drive our vehicles off road or onto any New Zealand beaches. A minimum penalty of $2,000 may apply.

Can I smoke in the car?

For the comfort of all our customers, we encourage no smoking in our vehicles. A minimum cleaning fee of $100 will be charged.

Do I need to refuel the vehicle?

Yes. You are responsible to pay for all petrol or diesel used in the vehicle during the period. You are also required to refuel the vehicle immediately prior to return. It is useful to maintain receipts to avoid refuelling charges.