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.

Can I have Roof Racks with my rental?

The following vehicles support Roof Racks ($25 per rental):

  • Subaru Legacy
  • Toyota Rav4
  • Toyota Estima
  • Kia Carnival

Unfortunately, the vehicles below do not support Roof Racks:

  • Super Saver
  • Mazda Demio
  • Nissan Tiida
  • Toyota Yaris
  • Toyota Corolla
  • Toyota Allion
  • Toyota Camry
  • Sleeper Saver

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.

What are the Ace Terms and Conditions for hire of my vehicle?

View our terms and conditions

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
  • All New Zealand road tolls
  • FREE booking ammendments
  • Quick & easy online booking
  • Complimentary shuttle pick-up from airport locations
  • Locations Across New Zealand & Australia
  • Open 7 Days

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 complimentary customer shuttle
  • 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
  • Regular Categories – our great value options: hatchbacks, sedans, station wagons, SUVs
  • Premium Categories – our newest fleet with features such as Bluetooth, Cruise Control, etc.
  • Sleeper Saver – our value-priced camper / sleeper / touring van solution featuring wide and comfy sleeping berths

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

Where can I rent a car with Ace in New Zealand and Australia?

  • We have full-service branches in Auckland (City ∓ Auckland Airport), Wellington Airport, Christchurch Airport, Queenstown Airport, and Picton Interislander Ferry Terminal. You can also rent a car from our partner office in Dunedin Airport.
  • Rent a car with us in Australia in Adelaide, Brisbane, Cairns, Gold Coast, Melbourne, Sydney and Perth.

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 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.

What is the cancellation policy?

To cancel an upcoming booking, please contact Ace by email ([email protected]), 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?

AA 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.

Do Ace Rental Cars offer one-way rentals?

One way hires are permitted. Minimum hire periods and one way fee’s may apply.

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?

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.

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.

Am I covered for Tolls in New Zealand?

We cover all Toll Roads within New Zealand. Please do not make payment for this toll road.

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 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, EFTPOS, 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 [email protected] . 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 [email protected] 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 have an International Drivers License?

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. (unfortunately, Digital Driver Licenses will not be accepted).

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

We don’t just rent cars; we rent experience’s We have matched what we think would be the perfect vehicle to rent for a number of different experiences you will have while travelling in New Zealand.

If you are planning to spend a lot of time at the beach and travelling to different ones then the Beach Hopping experience is perfect for you, or planning a city visit and will be doing some shopping and visiting family and friends then the Town Painting would be a great choice.  There are a few options so pick one that best fits your journey

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. 

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 of the Rental Agreement. Additional drivers are at a cost of NZ$2per 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 baby seats?

We can organise a baby or booster seat for your rental vehicle at a cost of NZD$45.00 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

Do you hire GPS Navigation Systems?

Yes, these are available at our branches at a cost of $10 per day.

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.

Is windscreen damage included in my base rental rate?

Ace PLUS includes windscreen and tyre cover.