Terms and Conditions

Included in the Rental Price

Insurance, Covers and Waivers

Damage Cover

Collision Damage Waiver (CDW)
If the car’s bodywork gets damaged, the most you’ll pay towards repairs covered by the Collision Damage Waiver is the damage excess. This cover is only valid if you stick to the terms of the rental agreement. It doesn’t cover other parts of the car (e.g. glass, wheels, interior, roof or undercarriage),or charges (e.g. for towing or off-road time), or anything in the car (e.g. child seats, GPS devices or
personal belongings).

Third-Party Liability (TPL)
This covers the driver’s liability for injuries and property damage which are covered by the policy. It does not cover injuries to the driver or damage to the rental car. This cover is only valid if you stick to the terms of the rental agreement.

Theft Cover

Theft Protection (TP)
If the car is stolen, the most you’ll pay towards replacement costs covered by the policy is the theft excess. This cover is only valid if you stick to the terms of the rental agreement.

Included at no extra cost

No Extra Cost

• Airport Surcharge
• Consolidated Facility Charge
• Contract Charge
• Customer Facility Usage Charg
• Driving Licence Insurance Policy
• Emergency Roadside Assistance (Call out fee is charged)
• Environmental Charge
• Environmental Charge for Automatic / Prestige Cars
• Government Enhancement Charge
• High-Altitude Station Surcharge
• Homeland Security Charge
• Hotel and Tourism Authority Surcharge
• Local Taxes
• Port Charge
• Premium Location Surcharge
• Service Charge
• Shuttle Bus Charge (Mon-Fri between 9am to 5pm)
• Snow Chains
• Stamp Duty Fee
• Taxes and Surcharges
• Train Station Surcharge
• Vehicle Environmental Recovery Fee
• Winterisation Fee

Mileage / Kilometres

Limited / Unlimited Miles / KM
Limited to 100 kilometres per day; additional kilometres are charged at AUD 0.3, including tax, for every 1 kilometres extra.

Not Included in the Rental Price

Mandatory Local Charges

Valeting Fee
Valeting Fee – Whatever your rental agreement, you will be required to pay a cleaning cost if the vehicle requires more than the usual standard cleaning on its return to restore it to its pre-rental condition, allowing for fair wear and tear. A Valeting Fee of AUD 50 per hour, including tax, up to a maximum of AUD 100.

Driving Charges

Fines, Tolls and Charges
Customers are responsible for all toll fees, congestion charges, speeding tickets, parking fines & traffic fines – and all associated administration costs.

What you need at pick-up

Acceptable forms of payment

Credit or Debit Card
You are required to have a Credit Card for this booking.

The main driver must be in possession of a Credit Card in their own name when picking up the car. The Card must have enough available funds to cover the excess / deposit amount (which will be blocked on the Card for the duration of the rental). The Card will also be required to pay for local fees, extra equipment and anything purchased additionally at the car hire counter.
Cash is not accepted.

Accepted Credit Cards

• MasterCard
• Visa
• AMEX

Please Note:
Visa Dankort cards are not accepted.
Not all car hire companies accept Chinese UnionPay credit cards. Please check the UnionPay website for details.

Licence Requirements

Driving Licence
When picking the car up, the main driver and any additional drivers will need to provide a full driving licence in their name.
GCC Nationals, which includes the countries of Bahrain, Kuwait, Oman, Saudi Arabia and UAE, must provide their valid GCC Driving Licence.
We aim to tell our customers everything they need to know to pick their car up. However, each driver is responsible for making sure they are allowed to drive the hire car in their selected country / countries – and for providing counter staff with the documentation that proves this.
For drivers whose national licence has a photocard licence and a secondary paper counterpart licence, both parts will be required when collecting the vehicle. Customers should email the details of any endorsements / penalties on their driving licence to us, as
they might be refused the car at the counter. If you need to email us, our email address can be found using the Contact Us link on the website.
For car groups EDAV, the licence must have been held for at least 12 months.

International Driving Permit
An International Driving Permit is required where the driver’s licence is not in English.

International Driving Permit
If the driving licence is in a language other than English, an International Driver’s Permit is required, along with the renter’s country of residence driving licence.

Forms of Identification

Identification
A Passport is required.

Identity Cards

• EU citizens can use a national ID card for identification purposes.
• EU citizens must produce their driving licence and either passport or identity card to pick up the car.
• All documents must have been issued at least 6 months before pick-up.

Age Requirements
Age Limits

• EU citizens can use a national ID card for identification purposes.
• EU citizens must produce their driving licence and either passport or identity card to pick up the car.
• All documents must have been issued at least 6 months before pick-up.

Arrival Details

Flight Details
Flight Details – If you are arriving by plane, please tell us your flight number so we can pass it on to your rental company (ideally, at least 3 days before you pick your car up). You can tell us your flight number when you book your car. To add it to a booking you’ve already made, click ‘Manage booking’ at the top of the page. Please make sure you enter your flight number and not any other number the airline may have sent you, such as a confirmation number. We cannot be held responsible if a problem with your flight stops you picking up your car. You may decide to get in
touch with your airline to ask about compensation.

Deposits, Excess and Cover

Deposit / Excess

Deposit / Excess Amounts
The rental company will require a security deposit of AUD 700 when you pick your car up. The
deposit will be returned after the rental, as long as all conditions have been met.
The car has a damage excess of AUD 2850 plus tax.
The car has a theft excess of AUD 2850 plus tax.
Due to fluctuating foreign exchange rates and other possible banking charges, the car hire company cannot be held responsible for any difference between the amount paid and the amount refunded.
Once the rental is completed, customers need to return to the rental office to ask for a refund of the
deposit. The deposit has to be re-paid against the same payment card originally used.
For Minibuses, Vans and SUVs, the Insurance excess is $3500 plus GST. You can choose the reduced excess while making a booking or by speaking to us over the phone.

Protection by Ace Rent A Car

Protection by RentalCover
These are the terms and conditions for Protection by Ace Rent A Car.

Protection Benefit
If you follow all rental T&C you will be paying reduced excess.

Cover Arrangements

Cover Agreements
At the car hire counter, you may decide to buy additional cover to reduce or remove your excess, or to cover things your Collision Damage Waiver (CDW) doesn’t, such as tyres and windscreen.
Please note: if you do, the contract will be between you and the car hire company. Since we will not be involved at all, we won’t be able to help if you’re dissatisfied with the cost of the policy or the cover it provides.
Please make sure you read the terms and conditions of the cover you receive when signing the rental agreement at pick-up, to find out about the policy’s exclusions and limits.
Policies normally exclude things such as windscreens, glass, wheels, tyres, undercarriage, interior, personal belongings, towing charges & off-road time – as well as any ‘extra equipment’ hired from the car hire company, such as child seats and GPS devices.
Note that your cover will be invalidated by negligence, refuelling errors or breaking the terms of the rental agreement (for example, by driving under the influence of alcohol or drugs).
Before purchasing any cover, please check any travel or vehicle policies you already have, as they may provide equivalent cover.
Damage waivers provided by MasterCard, Visa and Diners Club are not accepted.

Administration Charges

Administration Charge
Damage to the car will be charged for by the car hire company after it is dropped off – and will incur a Damage Administration fee on top of the amount deducted from the excess. An Immobilisation Charge is payable in the event of an accident. This is in addition to the amount
deducted from the excess and is compulsory. This charge is calculated against the car group and
the number of repair days.

Fuel Policy Options

Fuel Policies

Full to Full
When you pick your car up, the fuel tank will be full or partly full. You will leave a deposit to cover the cost of the fuel: the counter staff will block this money on your credit card. Just before you return your car, please replace the fuel you’ve used.

Refuelling charge
If you return your car with less fuel than it had when you picked it up, the car hire company will keep some or all of your deposit to cover the missing fuel. This will cost you more than you would pay to refill the tank yourself. As well as the cost of the fuel itself, you will pay a non-refundable fuel service charge of between AUD 20 and AUD 25 including tax.

Clean in and clean out policy

Customers are required to return the vehicle in clean condition otherwise they will be charged cleaning fee in
accordance to the rental contract.

Extra Services (Payable at Counter)

Cross-Border and Boundary rules

Boundary Rules
Please note that cross-border travel is not allowed with our company.

Unlimited Kms, Baby Seats and Booster Seats

Extra charges
If you are traveling upcountry locations and want unlimited kms, pls ask for this option at the counter.
Baby seats and booster seats are available at the counter. Fixing them is responsibility of the customer.

Taxes & Fees

Taxes
Any additional services will be subject to any applicable sales taxes and location fees.

Extra Equipment (Payable at Counter)

Additional Drivers

Other Drivers
Maximum number of drivers per contract is 4

Important Information

Booking Agreement
To make sure you understand the rules and laws about driving hire cars at home and abroad, it’s essential you read the Terms & Conditions in full before you leave to pick your car up.

In particular, please make sure you know what documents and other paperwork you must take with you (e.g. driving licence, forms of identification, and payment cards) and what you’ll need to pay for at the car hire counter. If you don’t have everything you need, the car hire company may not let you pick the car up.
By making this booking, you are confirming that you have read and accept our Terms & Conditions.

When you pick your car up, the car hire company will need you to sign a rental agreement. Please make sure you read it carefully – and if anything is not clear, discuss it with the car hire company before you sign.

If you are dissatisfied with any aspect of your rental, it’s very important you discuss this at the time with the car hire company. If you are not satisfied with their response, please visit our Contact Us page and tell us about it.

If you have any questions, please don’t hesitate to contact us. You’ll find our opening hours and contact information on the Contact Us page of our website.

If you are having any problems with your hire car, please call the car hire company. If you need any other support during your rental, please contact us.

Both phone numbers can be found on the Confirmation Voucher, in the section “Help on the road”.
Information Regarding Exchange Rates and Fees.

Please note that we cannot be held responsible for any fluctuations in exchange rates or any fee your bank or credit card issuer may charge. So the amount that appears on your credit card statement may differ from the amount you saw when you made your booking. Equally, should we
credit your account with any money, we will refund the exact amount initially charged.

Our full Terms & Conditions can be viewed by clicking the Terms & Conditions link at the bottom of the page.

Car Hire Company Important Information

Company Rules
Accident or Breakdown – In the event of a breakdown, accident or mechanical difficulties, you must call the car hire company immediately. They must give authority for repairs or replacement cars. Please keep copies of all documentation you are asked to complete. This may be needed if you wish
to make a claim. For accidents, a police report and an incident report from the car hire counter will be required.

Lost Keys – If you lose your key(s), you will be charged the cost of replacement. Seatbelt – Whatever country you’re driving in, driver and passengers must wear seatbelts if fitted, wherever they’re sitting in the car. Please be aware that all cars have a non-smoking policy. Fines will apply if this policy is not adhered
to.

Price Calculation – Prices are based on the pick-up and drop-off times and dates that you agree before your rental starts. If you pick the car up any later or bring it back any earlier, you will not receive a refund for unused time. At pick-up, the customer may choose to take a different car, rather than the one reserved for them.If they do, they may be charged an additional premium, even if the new car is smaller than their
original choice.

If you are involved in an accident; and the car “Rolls Over” onto the roof; you may be asked to pay an additional fee on top of the excess amount.
If a customer needs to extend their rental or make any amendments after they have collected the
car; they must return the car to the original rental location to resign the rental agreement.

Customer will incur a late penalty fee of AUD 25 per day including tax; plus a daily rental rate if the car is returned late. Customers also need to be aware that the vehicle’s insurance will no longer be valid and the customer will be responsible for any damages. The authorities will also be aware that the vehicle is not legally rented.

There will be a 120 minute grace period for the return of all vehicles. If the car is returned after this time the insurance will no longer be valid and the customer will have to pay the late penalty fee + the daily rate.

Cancellations, No Shows & Amendments

Cancellations & No-shows

Cancellation of Fully Prepaid Bookings

• If you cancel 48 hours or more before your rental is due to start, the money you’ve paid will be refunded.
• If you cancel in the 48 hours period before pick-up, the money you’ve paid will be refunded,
  minus the cost of a 3 days rental:
  • if you had booked the car for less than 3 days, there won’t be any additional charge, but you won’t receive any refund.
• If you fail to turn up at the agreed time and date, and/or to provide all the necessary documentation, and/or to provide a credit card with enough available funds on it, the car hire company may refuse you the car. If that happens:
  • if you call us from the counter, the money you’ve paid will be refunded, minus the cost of a 3 days rental
  • if you do not call us from the counter, you’ll receive no refund.

No-Show

A ‘No-show’ is when you:

• Wish to cancel but don’t tell us before your rental is due to start, or
• Fail to pick the car up at the arranged time and date, or
• Fail to provide the documentation that’s required to pick the car up, or
• Fail to provide a credit card in the main driver’s name with enough available funds on it.

In all of these cases, you’ll receive no refund of the money you’ve paid.
The car hire company reserves the right to refuse the car to any customer who fails to arrive on time with all necessary documentation and a credit card with enough available funds for the car’s deposit. In such a case, unless the rental has been cancelled in advance, the customer will not be entitled to
a refund.

Amendments (changes to your booking)

You can make changes to your booking any time before you’re due to pick the car up. If your pick-up time is at least 48 hours away, the easiest way to do this is to go to ‘Manage booking’ in the top right-hand corner.

If you need to change something when your pick-up time is less than 48 hours away, please call us instead.

There is no fee for changing your booking, but any changes you make may affect the rental price. The price is based on the pick-up and drop-off times that you arrange before your rental starts. If you pick the car up any later or bring it back any earlier, you will not receive a refund for unused hours or days.

Company Registration Details

ABN – 17 064 730 187