Frequently Asked Car Rental Questions - FAQ's

Q. How are daily rates calculated?

A. Our daily rates are calculated in 24 hour periods from your pick up time (we allow a 1 hour grace period).  If the vehicle is returned more than 1 hour after your pick up time then an additional days hire will be charged.

Q. What is the cancellation policy?

A. You can cancel you hire at any stage prior to the start of the contract. Please note that your 5% booking deposit is non-refundable in the event of a cancellation.

Q. Is insurance required?

A. Please be advised that an insurance option will need to be selected through Ace. In the unlikely event of an accident the applicable excess for the insurance option you have selected will need to be paid directly to Ace. This amount can then be claimed through any insurance you have obtained separately.

Q. Is a bond required?

A bond is required for our Standard Insurance option. We will authorise the excess of NZ$1500 on the credit card provided for security unless you opt for the Smart Choice or Total Cover insurance options. This bond will be released upon return of the undamaged vehicle.

Q. Do Ace Rental Cars offer one-way rentals?

A. One way hires are permitted. Minimum hire periods may be applied. We do not charge any one way fees.

Q. Can I check rates without making a reservation?

A. Yes, The lowest rates for your dates and locations can be viewed by entering your details in the 'quote and book now' section of the website and selecting the vehicle that you require. All available vehicles will have a 'continue' option. You may request an online quotation without making a reservation. This quotation will then be emailed to you and is valid for a period of 24 hours.

Q. Can I take my vehicle on the ferry?

A. You can either keep the same car for the duration of your hire or drop it off on the one Island and get another on the other Island. Usually it works out cheaper if you keep the car for the entire hire period as you have one long continuous hire instead of two shorter ones. If you do not wish to take the car on the ferry with you then you will need to make a separate reservation for each leg of your journey.
We can book the Interisland ferry for you - the cost per crossing is $180.00 for the vehicle, $65.00 per adult and $35.00 per child. Just let us know the date and approx time you prefer to cross, all passengers' names and we can book this for you. All ferry tickets must be paid for in full when booking. A 5% cancellation fee applies.

Q. Am I entitled to a refund if I return my Ace Rental Cars vehicle early?

A. The term of hire shall be for the period of time described in the Rental Agreement.  Vehicles can be returned early however there will be no refund for unused days once the vehicle has been collected.

Q. What happens if I receive a fine during my hire?

A. All drivers are responsible for fines received. When fines are received, a Statutory Declaration is prepared & sent back to the relevant authority nominating you as the driver of the vehicle. An administration fee of NZ$40.00 is charged for this process and will be debited from your credit card at the time of processing.  This administration fee in no part covers the cost of the fine you have received. The issuing authority will redirect the fine to you, at which stage you can proceed with paying the authority direct.

Q. How will I know my reservation is confirmed?

A. At the end of the reservation process a booking number will show on the screen and you will receive a Vehicle Booking Confirmation via email. This email will also contain the details of your reservation and collection procedure for your nominated collection point.

Q. Where am I not permitted to drive.

A. Vehicles are not permitted to be driven on any beaches or through Skippers Canyon.

Q. What methods of payment do Ace Rental Cars accept?

A. Ace Rental Cars New Zealand accepts cash, EFTPOS, Debit cards and all major Credit Cards including Visa, MasterCard and Amex for the payment of the rental.

Holding Deposit/Security
A valid credit card is required for security on all reservations.  Please be aware that debit cards are not a credit card and we cannot accept debit cards for the vehicle bond or as security on a reservation.

Q. Can I use another person’s Credit Card to pay for my rental?

A. Yes, you are able to use another person's credit card for your booking. If the credit card holder is not going to be present at time of pick up then a credit card authorisation form will need to be obtained by emailing info@acerentals.co.nz . This form will need to be completed by the credit card holder and produced at the branch by the driver upon collection of the vehicle.

Q. Why do the "daily rates" vary and will they change when I book?

A. Daily rates change due to seasons, holiday periods or availability due to supply and demand. Once you have made your booking in advance, your rate will not change.

Q. If I lock my keys in the vehicle am I covered by Roadside Assistance?

A. Yes, we provide complimentary 24-hour AA Roadside assistance.  A toll free telephone number is provided in with your contract upon pick up. Please note that a call-out for driver error ie. keys locked in car or out of fuel, will incur a service fee and any additional costs relating to driver error.

Q. Do I need to have an International Drivers License?

A. Drivers visiting from overseas can drive on their overseas license for one year from entering New Zealand providing that it is a valid, full license in English. If the license is not in English, they must have an official translation or an International Driving Permit. An official translation can be obtained from the authority that issued their overseas license. The client's original, valid license must also be carried along with either the translation or the International Driving Permit at all times.

Q. Do I need to check the condition of the vehicle when collecting the vehicle?

A. Yes, and if you found a new apparent defect (not listed on the vehicle condition report at the time of collection) you have to inform an Ace Rental Cars employee of this discrepancy.

Q. Can I extend the rental duration?

A. Extending the rental duration is possible at time of pick up or by contacting the branch during the rental period itself.  The extension is subject to vehicle availability and extra payment. It is often difficult to extend rentals during peak periods. Please ensure you are aware of this to avoid disappointment.

Q. Can anyone other than myself drive the car?

A.  Additional drivers can be added to the reservation at time of pick up.  All drivers’ details must appear of the Rental Agreement. Additional drivers are at a cost of NZ$1per day. There is no charge is the Total Cover or Smart Choice cover is selected.

Q. What happens if I return the vehicle late?

A. After a one hour grace period a full day will be charged thereafter.

Q. Can I tow using an Ace Rental Cars Vehicle?

A. No, an Ace Rental Cars Vehicle cannot be used to tow or push anything, this forms part of the rental terms and conditions.

Q. How many free kilometers per day?

A. The rates quoted include UNLIMITED kilometers.

Q. What are Ace Rental Cars Terms and Conditions?

A. Please click here for a copy of Ace Rental Cars Terms & Conditions.

Q. What age do I have to be to rent a vehicle?

A. All drivers must be 18 years or older and hold a valid, full driver's license. Provisional, Restricted or learners licenses unfortunately cannot be accepted.

Q. Do you hire baby seats?

A. We can organise a baby or booster seat for your rental vehicle at a cost of NZD$40.00 per rental, per seat. Please send us your child's age and weight once you have made your booking so we can ensure that the correct seat is supplied

Q. Do I need to re-fuel my Ace Rental Cars Hire Vehicle?

A. Yes. All vehicles are supplied with a full tank of fuel at the commencement of the hire period and should be returned with a full tank. Should the vehicle be returned not full of fuel, the cost of the fuel and a re-fuelling fee of NZ$30.00 will be charged to your contract.

Q. Is windscreen damage included in my base rental rate?

A. Smart Choice and Total Cover includes windscreen and tyre cover.  Customers not choosing a CDW option may still opt to reduce the liability on Windscreen & Tyre damage ONLY. Liability for damage to Windscreens and Tyre's will be reduced to $0. The cost of this waiver is $2.00 per day.