FAQ
Use this list to answer any questions you may have when renting a vehicle from Ace Rental Cars, we have taken the most asked questions and created a list of Frequently Asked Questions, if you still can't find the answer then use our Contact us page to get in touch.
Full Cover Vehicle Bundle
The Full cover bundle is a vehicle that includes Ace PLUS so both are included in the price of the vehicle.
The Full Cover includes:
Value Compact Vehicle
Ace Plus Cover
- Ace ZERO - reduces your Excess to $0
- Reduces your Bond to $0
- Tyre & Glass Damage
- Premium Roadside Assistance
- Theft
- Single & Multi-Vehicle Accidents
- Third-Party Damage
- Free Additional drivers
Can I have Roof Racks with my rental?
The following vehicles support Roof Racks ($25 per rental):
- Value SUV
- SUV
- Value Minivan
- Minvan
Unfortunately, the vehicles below do not support Roof Racks:
- Super Saver
- Value Economy
- Economy
- Value Compact
- Value Standard
- Standard
- Compact
How do I use Premium Roadside Assistance once I have purchased this cover?
This process will be explained in detail at collection. When calling the AA Roadside Assistance, please quote that you have the Ace PLUS cover. They will require to see this cover option selected on your signed contract when they come to assist you
Lost & Found Property
If you’ve left a personal item behind, immediately phone the Ace location where you dropped off your rental car. The phone number for the location is listed on your Rental Agreement. Please report any lost items at your earliest convenience and we will do our best to find and return them.
Credit Card Surcharges
There is a credt card charge of 1.99% excl GST for all transactions that use a credit card.
What are the Ace Terms and Conditions for hire of my vehicle?
What is the Mystery Vehicle?
Our mystery cars can be any one of our vehicles and may vary in availability and features such as passenger seating, luggage capacity, equipment and mileage, it will be a 5+-Year-old vehicle, Hatchback, Sedan or similar with a minimum of 5 seats.
Curious? Choose the ‘Mystery Vehicle’ next time you need to hire a car.
What does Premium Roadside Assistance Cover?
Premium Roadside Assistance will cover any roadside assistance call out that you may have to make that is not already included in our complimentary 24/7 roadside assistance. This includes any driver related errors such as; Lost Keys, Flat Tyres, or leaving the Vehicle lights on (resulting in flat battery) that may occur during your trip. This cover is designed to give you the worry-free experience that you deserve.
All Ace New Zealand car rentals include
- Unlimited KMs
- 24/7 mechanical assistance
- FREE booking amendments
- Quick & easy online booking
- Shuttle pick-up and drop off service from airport locations
- Locations Across New Zealand & Australia
- Open 7 Days
How to create your cover on our website
Step 1: use the "Select" button to choose the base bundle.
Step 2: Click the squares to add additional items to the bundle.
Step 3: All Done the cover is now added to your Quote.
Why are Ace’s rental cars so cheap?
- We operate a simple fleet of 2+ year old vehicles
- Our branches are outside of airport terminals with a customer shuttle service
- We do everything we can to keep our costs down
We save money & we pass on the savings to you! Book now & save.
What kind of rental cars can I hire from Ace in NZ?
- Super Saver – a mix of makes and models. These cars are 10+ years old and/or 180K to 220 KMs. They’re well maintained and if you are on a tight budget and looking for a cheap rental car they are the perfect choice
- Value Categories – our great value options: hatchbacks, sedans, station wagons, SUVs
- Standard Categories – our newest fleet with features such as Bluetooth, Cruise Control, etc.
Vehicles Not Recommended for Skifield and or Unsealed Roads
We do not recommend the Nissan Tiida if you are going to be driving around Ski fields and on unsealed mountain roads
I need a rental car in New Zealand. How do I get the best price on my car rental?
- Look at our deals page for current promo codes and special offers on rental cars
- Try to travel and book during non-peak periods
- Book in advance
Toll Pass - How do I pay for Tolls
The toll product costs only $6 per rental per 30-day rental period and covers all tolls on the north island and has unlimited use of all the north island toll roads.
Unpaid fees incurred will be charged along with a $23 (inc gst) processing fee.
for more information download our pdf Ace Toll Pass Doc
How does Ace Rental Cars protect my personal and credit card information online?
To protect you and offer you the greatest level of security for your transactions, Ace does not process nor store your credit card details. Instead, we use a third-party payment service called Payment Express, a company specialising in processing online transactions. Payment Express are fully PCI DSS compliant and are certified with all of the major credit cards.
Where can I rent a car with Ace in New Zealand and Australia?
New Zealand Rental Car Locations
Australia Car Hire Locations
Credit Card and Visa Debit Surcharges
There is a credt card charge of 1.99% excl GST for all transactions that use a credit card and a debit card
Visa debit cards are charged a 1.99% excl GST fee this is due to banking providers charging the same fee for both credit and debit cards types
Where can I find Information for International Drivers?
Please see our page on for visitors to New Zealand.
How are daily rates calculated?
Our daily rates are calculated in 24 hour periods from your pick up time (we allow a 59 minute grace period). If the vehicle is returned more than 1 hour after your pick up time then an additional days hire will be charged
What is the cancellation policy?
To cancel an upcoming booking, please contact Ace by email (info@acerentals.co.nz), online chat (at www.acerentalcars.co.nz) or by telephone from 8 am to 11 pm NZT (+64 9 303 3112 or toll free from New Zealand at 0800 502 277). Please note that in the event of a cancellation the 10% deposit is non-refundable.
Travelling between Picton and Christchurch?
Before travelling between Picton and Christchurch, check which of the two main routes is available and would be the best option for you.
View the two below links for travel routes and details around what to expect while travelling
https://www.acerentalcars.co.nz/information/plan-your-journey-upper-south-island-travel-guide
https://www.acerentalcars.co.nz/information/infoguide-what-to-expect-when-travelling-on-sh1-between-picton-and-christchurch
Is insurance required?
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.
Is a bond required?
A bond of NZ$750 is required for our Minimum Cover and Ace Basic options. We will authorise the excess amount onto the credit card provided for security unless you opt for the Ace Standard or Ace PLUS Cover Options.
This bond will be released upon return of the undamaged vehicle. it can take up to 30 days for the funds to be released this is depended on your banking provider
What does Excess 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 while on hire. If the cost of the damage is lower than the excess, the difference will be refunded to you once the claim has been processed.
Bond:
The Bond is the amount that will be held on your credit card for the duration of your rental, it can take up to 30 days for the funds to be released this is depended on your banking provider
Ace Plus and Ace Standard does not have any bond requirements, chat to our team at the counter to find out more.
Do Ace Rental Cars offer one-way rentals?
One way hires are permitted. Minimum hire periods and one way fee’s may apply. Call us to find out what directions are available
Check out our relocations page to see what is currently listed
Can I check rates without making a reservation?
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.
Can I take my vehicle on the ferry?
A booking can be made starting on one Island and ending on another, however our vehicles are not permitted to cross between the Islands.
When making your booking on our website, you will have two bookings with two booking numbers one for the north island and one for the south island, you will also have two booking confirmation emails from Ace.
North to South
When selecting a Pickup location on the north island you will be dropping your vehicle off at our Wellington City branch from there you will pop onto the Ferry and head over to Picton were you will collect your next vehicle
South to North
When selecting a Pickup location on the South Island you will be dropping your vehicle off at our Picton Branch from there you will pop onto the Ferry and head over to Wellington were you will collect your next vehicle
Please note a fee will apply if the vehicle is not returned to the same island the rental started on.
Ace rental Cars will charge for the actual cost of relocating the vehicle, this cost is up to a maximum of NZD$1,000.00 + GST.
Ferry Bookings
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.
Am I entitled to a refund if I return my Ace Rental Cars vehicle early?
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.
What happens if I receive a fine during my hire?
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.
How will I know my reservation is confirmed?
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.
Where am I not permitted to drive.
Vehicles are not permitted to be driven on any beaches or through Skippers Canyon.
What methods of payment do Ace Rental Cars accept?
Ace Rental Cars New Zealand accepts cash, Debit cards and all major Credit Cards including Visa, MasterCard and Amex for the payment of the rental.
Holding Deposit/Security
A valid cr/debit 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.
Can I use another person’s Credit Card to pay for my rental?
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.
Why do the “daily rates” vary and will they change when I book?
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.
What should I do if my dispute has not been resolved
if you have experienced an issue with Ace Rental Cars that you feel has not been resolved, please contact our Customer Care team at customercare@acerentals.co.nz who will resolve any issues for you.
Should you continue to feel that your issues have not been resolved with our Customer Care team, you are able to request a contact for the RVA (Rental Vehicle Association) from our Customer Care team
If I lock my keys in the vehicle am I covered by Roadside Assistance?
Yes, we provide complimentary 24-hour AA Roadside assistance for non-driver related call-outs. A toll-free telephone number is provided with your contract upon pick up. Please note that a call-out for driver-related errors ie. keys locked in car or out of fuel, will incur a service fee and any additional costs relating to driver error. Please note if Premium Roadside assistance is purchased, all call-outs are covered.
Do I need to check the condition of the vehicle when collecting the vehicle?
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.
Can I extend the rental duration?
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.
Kaikōura Earthquake
Before travelling between Picton and Christchurch, check which of the two main routes is available and would be the best option for you.
View the two below links for travel routes and details around what to expect while travelling
https://www.acerentalcars.co.nz/information/plan-your-journey-upper-south-island-travel-guide
https://www.acerentalcars.co.nz/information/infoguide-what-to-expect-when-travelling-on-sh1-between-picton-and-christchurch
What is Rent the Experience
A car’s a car. A moving metallic shell capable of travelling at relatively high speeds from one point to another, safely harbouring people and said people’s material goods en route. It’s a means of getting from A to B, a functional requirement, a literal vehicle to something much bigger. An experience.
An experience is something that helps to define us, that inspires us, that makes us more alive, more human. It’s a breath of mountain fresh air. The feel of a wind on our face. The filtered orange glow of a breaking dawn. The pulse-racing rush of adrenaline, the quivering anticipation of a journey unknown.
An experience is something that validates our sense of who we are. It becomes weaved into the fabric of our existence. It can be brought to mind on a whim to help us escape to a better time. It lives on in us. Forever.
Ace Rentals Cars. Rent the experience.
Read more about each experience - Beach Hopping - Memory Making - Town Painting - Grid Escaping - Snow Shredding
Drivers License Authorised Translations
It is a legal requirement in New Zealand to have a full, valid license in English if you wish to hire a rental vehicle.
If your license is not in English, you will need to bring your original license along with an International Driving Permit or Authorised Translation to our branch when you are collecting the vehicle.
If you do require an Authorised Translation, you are able to visit www.driverlicencetranslation.co.nz and purchase an Authorised Translation document.
Can anyone other than myself drive the car?
Additional drivers can be added to the reservation at time of pick up. All drivers’ details must appear on the Rental Agreement.
Additional drivers are at a cost of NZ$2 per day. There is no charge if the Ace PLUS option is selected.
What happens if I return the vehicle late?
Unauthorised late returns will be charged at $25 per hour up to four hours. Thereafter they will be charged at $100 per day.
Can I tow using an Ace Rental Cars Vehicle?
No, an Ace Rental Cars Vehicle cannot be used to tow or push anything, this forms part of the rental terms and conditions.
How many free kilometers per day?
The rates quoted include UNLIMITED kilometers.
What are Ace Rental Cars Terms and Conditions?
Please click here for information on the Ace Rental Cars Terms & Conditions.
What age do I have to be to rent a vehicle?
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.
Do you hire GPS Units?
Take some of the stress out of driving, enjoy the journey and add a GPS to your car hire and never get lost again.
A portable GPS unit with voice and visual turn-by-turn directions saves you time and stress. It is very user-friendly and it comes in multiple languages.
Book a set today and we’ll have them fitted and ready for you.
NZD$10 per day
Do you hire Child Seats?
Child Seat (0 - 4 years)
1 - 4 years: forward facing - Until shoulders reach the upper height markers
Booster Seat (4 - 7 years)
It must be used in seating positions equipped with lap and shoulder belts
New Zealand law requires that children up until the age of 7 years should be in a booster seat
This is only a recommendation, each child is different. Always follow the manufacturer instructions.
NZD$10.00 per day which is capped at 5 days
Do you hire Ski, Snowboard Roof Racks
Add roof racks to your car hire then load your own skies and snowboards on the roof rack and save money by not hiring them out at the ski fields
Keep your gear secure while travelling. Ski and Snowboard racks are available for most vehicles, book a set today and we’ll have them fitted for you.
Book a set today and we’ll have them fitted and ready for you.
NZD$25 per booking
Do you Hire Snow Chains
A few of our roads can be a bit of a challenge! Snow chains are available for all our vehicles and we can show you how to fit them securely
Book a set today and we’ll have them fitted and ready for you.
NZD$40 per booking
Is windscreen damage included in my base rental rate?
Ace PLUS includes windscreen and tyre cover.
Do I need to re-fuel my Ace Rental Cars Hire Vehicle?
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$50.00 will be charged to your contract.