Frequently Asked Car Rental Questions - FAQ's

General Questions & Answers on Car Rental

Q. Where am I permitted to drive?

A. Ace Rental vehicles are allowed to travel to the following areas: Queensland, New South Wales, Australian Capital Territories, Victoria and South Australia.

Ace Rental vehicles must remain within the area of use otherwise all waivers will be void due to breach of contract.

Rentals outside the area are permitted with prior approval from the Branch Manager and will attract a daily surcharge of $10 per day for the duration of the hire. Subject to a minimum rental period & other conditions.

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

A. Ace Rental Cars Australia accepts cash, EFTPOS, Debit cards and all major Credit Cards including Visa, MasterCard, Amex and Diners Card for the payment of the rental. American Express and Diners Cards attract a 5% surcharge on any transactions due to high merchant fees.

Holding Deposit/Security
A valid current credit card is required as security on the vehicle. Should you wish to use a Debit Card for vehicle security, in accordance with the Terms of Use for Debit Cards, it is compulsory for your account to be pre-authorised for the amount of the driver's liability.

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

A. Yes, another person's credit card may be used provided prior written authority has been arranged with, and approved by, Ace Rental Cars. A Credit Card Authority Form will need to be completed by the credit card holder and returned prior to the commencement of the hire period for the Manager's approval. Your booking will not be confirmed until such time as the Form has been approved by the Manager.

Q. What if I cancel a booking? Are there cancellation fees?

A. Cancellations made within 24 hours of commencement of the hire period will incur a cancellation fee of one day's rental. If a booking is cancelled the 5% booking deposit will not be refunded.

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

A. Daily rates change due to seasons, holiday periods, availability and 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 a complimentary 24-hour vehicle breakdown service through RACQ. A toll free telephone number is provided in our "In Car Information Guide". Please note that a call-out for driver error ie. keys locked in car or out of fuel, will incur a AU$65 service fee and any additional costs relating to driver error.

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

A. All drivers should hold a valid full driver's licence (not provisional or learners). A current acceptable overseas, Australia or International licence is required from all intending drivers.

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

A. Yes, One way hires are permitted. Relocation fees and minimum hire periods may be applied.

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 check out or during the rental period itself. A minimum 48 hours notice must be given for any extension. 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' must provide their details so this can be added to the Rental Agreement. They must also ensure that they have signed the Rental Agreement in order to be fully insured in the event of an accident. Additional drivers are at a cost of AU$2 per day. There is no charge if 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.

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 within the approved area of use.

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 21 years or older and hold a valid, full driver's license. Provisional, Restricted or learners licenses unfortunately cannot be accepted. For drivers under 25 years of age, and under age driver surcharge will apply.

Q. Do you hire baby capsules?

A. No, we do not hire baby capsules or rear-facing baby seats but we have a limited number of forward facing baby seats and booster seats available upon request for a minimal hirage fee.

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, re-fuelling will be charged at double the pump price.

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

A. . Only Total Cover includes windscreen and tyre cover. Customers declining the Total Cover CDW option may still opt to reduce the liability on Windscreen & Tyre damage ONLY. Liability for damage to Windscreens and Tyres will be reduced to $0. The cost of this waiver is $2.00 per day. This covers tyre punctures, windscreen cracks and replacement screens (excluding People Movers and Mini Buses), provided the vehicle is used within the terms & conditions of the contract. (Wheel Rims and Trims are covered under CDW). Repairs may only be carried out with the authorisation of Ace Rental Cars. No reimbursement will be made if tyres or windscreens are repaired without written authorisation from Ace Rental Cars.

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 is charged for this process and will be debited from your credit card at the time of processing.

Damage and Optional Coverage

Q. What happens in the event of an accident?

A. We include an Accident/Incident Report Form in the glove box of the vehicle for you to complete. We must be notified immediately of any accident. We will inform you of the procedure and assist you to return to your travel plans as soon as possible.

Q. In the event of an accident what am I liable to pay?

A. Please click here to view our Car Hire Terms & Conditions

Online Reservations Service

Q. Can I check rates without making a reservation?

A. Yes, you may request an online quotation without making a reservation. This quotation will then be emailed to you. If you wish to make a reservation at this time and with these details, simply continue by clicking on the "TURN YOUR QUOTE INTO A BOOKING REQUEST CLICK HERE link

Q. How does Ace Rental Cars protect my personal and credit card information online?

A. The online reservation service is located on a secure server that guarantees the safety of the transaction. The system uses SSL encrypting technology. SSL works by encrypting all communications between your computer and our server so the information cannot be intercepted. For more about our privacy policy click here.

Q. How will I know my reservation is confirmed?

A. At the end of the online booking process your booking request will be submitted to the applicable branch. Once your 5% booking deposit has been charged and your booking accepted, you will receive a booking confirmation, containing the pickup procedure. This process is usually completed within 24 hours of you submitting your booking request.