Economical Car Rental Service - Best Value in the ACT!

(02) 6282 7272

FAQ

Frequently Asked Questions

The following questions are frequently asked by customers. They have been grouped by topic for ease of navigation and reading. The answers provided are intended for general background purposes and where appropriate the provisions of the rental terms shall take precedence.

Does the rental vehicle come with insurance or damage cover?

– Please go to our insurance page to read full information on this subject.

When do I pay for my rental?

– Payment is to be made in full prior to collection of the vehicle for the estimated charges based on the advised rental duration. This amount is ‘estimated’ only as rental periods, vehicles usage and optional extras may be altered during the course of the rental.

How can I pay?

  • ACT Car Rentals accepts Visa & MasterCard.
  • We also accept American Express (additional bank charges of 4.5% apply)

What are ACT Car Rentals terms and Conditions?

– A complete list of the Terms and Conditions are made available on this website; during the booking process; in our office; or on a hire contract.

What is the cost of extra kilometres?

– 28 cents per kilometer over the daily km limit.

What if I have to cancel a booking is there a fee?

– We only take a booking fee of $50. If you have paid a booking fee the following will apply.

1. Cancelled 7 days or less of collection – 50% of Gross Total.
2. Cancelled within 24 hours or no show – 100% of Gross Total.

Can I pick up from the Airport?

– Yes. ACT Car Rentals can have the vehicle ready for you at the airport. This service incurs a $20 fee.

Is there a deposit required?

– Yes, all rental companies require some sort of security when hiring a vehicle. At ACT Car Rentals we prefer to take a pre authorisation on either Visa or MasterCard. This needs to be on a credit card (not debit cards). We also accept cash deposits ($1,000) – obviously there are certain criteria to satisfy, please contact us for conditions.

Do you hire baby seats?

– Due to insurance liability issues baby seats are no longer provided or fitted. The customer is welcome to provide their own seat and fit it themselves. Or we can arrange a specialist Hire for Baby Seats to provide and fit the seat at your expense, if you need this service we are happy to arrange it for you.

Can I get the vehicle delivered?

– Yes, we will deliver for a $25 fee. Some conditions apply – Please contact our office for more details.

What should I do if I break down?

– Your vehicle is covered by 24 hour Roadside Assistance. Roadside assistance is provided to cover any mechanical failure concerning the vehicle. It does not cover non mechanical issues such as flat battery due to lights or accessories being left on, keys locked in the vehicle, lost keys and running out of petrol etc. Fees will apply for these call outs.

Can I tow a trailer or any other vehicle?

– NO.

– You may not tow or push another object.

Is there an additional charge for extra drivers?

– NO. They simply need to be added to the hire contract at the time of the beginning of the hire.

Can I collect a vehicle at one location and drop it at another?

– ACT Car Rentals operates in the Canberra region. Vehicles need to be returned to Canberra. Please contact our office to discuss arrangements with our staff if you need other arrangements.

What do I need to bring with me when picking up the vehicle?

– When picking up the vehicle at our office you need to have the following.

1. a valid drivers license.
2. a credit card in the name of the main hirer of the vehicle. Payment arrangements can be made prior to collection of vehicles allowing additional drivers to collect the vehicle. Please contact us for further details. Your card will need to have sufficient credit to cover the deposit AND rental costs.

Can I rent on a probationary license?

– Provisional driver’s license holders can rent from ACT Car Rentals subject to the following conditions:

1. The driver must be over the age of 21.
2. The driver must adhere to all conditions that are set by ACT Car Rentals.
3. The driver must pay an additional bond on each rental.
4. The driver must abide by all restrictions associated with their license.
5. The driver must supply and maintain the appropriate P-plates for display on the vehicle.

How am I assured of the vehicles condition?

– Prior to your arrival – The vehicles are maintained and serviced regularly. Your vehicle will undergo a full inspection and clean.You will get a copy of the vehicle condition report. If you are picking up from an Airport location you will find the completed vehicle condition report in the vehicle. You are required to inspect the vehicle and advise us immediately if you notice anything contrary to what is on the vehicle condition report.

On Return – Our staff will inspect the vehicle to ensure the vehicle is in the same condition as it left.

– As an additional safeguard we photograph all vehicles as part of the inspection process and these are kept on file to identify any existing damage as well as the fuel level and kilometre readings.

Is the vehicle covered by insurance?

– Yes, all vehicles are fully insured by ACT Car Rentals. A standard damage excess is applicable to all vehicles at $3,000. If you wish to reduce this amount to $500 (for two vehicle accidents) you can pay extra for a collision damage waiver (CDW).
Please be aware that by paying a collision damage waiver does not waive or reduce your liability under a single vehicle accident.

Does my travel Insurance cover me if I have an accident?

–All insurers and policies are different. We suggest that you read your policy details or contact your insurance provider. If you cannot ascertain whether you are covered I would suggest that you reduce the liability. We have been made aware by previous renters that some travel insurance policies offer cover on the understanding that you take all liability reductions offered to you as part of the rental.

What if I return the vehicle late?

– If you need to return a vehicle late we give a one hour grace period then we charge an hourly rate for 3 hours then a full day’s payment is required. Please advise us immediately when you know you will be running late. This will enable us to organize an alternate vehicle for the next renter and avoid disruption to their schedule.

How many free kilometres do I get per day?

– 200 km for each day. For example for a 3 day hire you would have 600 km to be used across the duration of the hire period.

Can I use another person’s Credit Card to pay?

– You can use another person’s credit card for the payment if they are in attendance at the time of the hire and are prepared to become the main hirer of the vehicle.

Is there a security bond or holding deposit?

– A security bond is required in the way of a pre-authorisation to your credit card that is used as a form of protection whilst you are renting a vehicle. Please note that it is your bank that will hold the pre-authorisation and not ACT Car Rentals. In most cases, a pre-authorisation is released by your bank within approximately 7 business days.

Do the “daily rates” vary and will they change if I call back to book?

– We quote rates based on availability at the time of the quote. Once a reservation has been made we can confirm all fees and charges.

Can I extend the rental duration?

– Extending the rental duration is possible at time of check out or during the rental itself. You will need to contact us to advise duration of the extension required and to arrange payment. The extension is subject to vehicle availability and extra payment being received. A further extension might need a renewal of the pre-authorisation.

Can I modify my reservation once it is confirmed?

– Confirmed reservations can be altered however they are subject to availability. It may be necessary to alter the cost of the rental if dates, length of hire and/or vehicle category are amended.

Can I get a quote without making a reservation?

– Yes, you may request a quote and check availability without making a reservation. This is available online or over the phone.

Do the “daily rates” vary and will they change if I call back to book?

– We quote rates based on availability at the time of the quote. Once a reservation has been made we can confirm all fees and charges.

If you lose rental keys….

– From $165 depending on the distance of travel and the difficulty of recovery of the vehicle.

Breakdown roadside assistance…

– If assistance is requested is not a problem with the vehicle (for example, the vehicle running out of petrol or you having locked the keys in the car) will carry a change to the client starting from $165.

Towing of the vehicle…

– In the event of an accident the cost of recovery and /or towing the vehicle back to us, a police compound or a vehicle assessment/repair facility will incur a change from $165 up to $3,000 dependent on the circumstances.