Frequently Asked Questions - Car Rental 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.
Updates Regarding Coronavirus
It is our mission to maintain the high standards for safety and cleanliness that customers expect of our brands.
In addition to practicing preventative measures to reduce the spread of germs within our facilities, all of our vehicles go through a rigorous, multi-step cleaning process for each rental.
We are remaining vigilant in upholding these practices and are taking additional precautions as recommended by the Centers for Disease Control & Prevention (CDC), World Health Organization (WHO) and local governments to minimize the risk to our customers and employees.
Coronavirus Q&A
The safety and wellbeing of our customers and employees is always our top priority.
We are closely monitoring the spread of the Coronavirus (COVID-19) and following the advice of government and health authorities to make sure we are taking the right actions to protect our customers, employees and the communities where we operate.
It is our mission to maintain the high standards for safety and cleanliness that customers expect of our brands. In addition to practicing preventative measures to reduce the spread of germs within our facilities, all our vehicles go through a rigorous, multi-step cleaning process for each rental. We remain vigilant in upholding these practices and will take additional precautions as recommended by the Centres for Disease Control & Prevention (CDC), World Health Organization (WHO) and local governments to minimize the risk to our customers and employees.
Are Ace Rental Cars offering any concessions or waiving any fees for customers whose travel plans have changed due to concerns over the coronavirus?
During this time, we recognize that travellers may prefer renting a car because of the high degree of convenience and flexibility it offers.
What about prepaid reservations?
If the prepaid reservation was booked prior to March 13, 2020, we are offering flexibility to extend the pre-paid rental out to a fixed date. The customer must rebook within 12 months, and then will have an additional 12 months to pick up – this offers a total of 24 months to use the prepaid reservation without penalty.
Customers who wish to proceed with cancelling the prepaid reservation will incur the applicable fee.
What happens if a customer self-isolates or is quarantined and cannot return the car?
If this happens, the customer should contact us and avoid contact with the car and the car keys for 12 hours. We will ask the customer to place the keys in a sealed envelope and we will arrange to pick up the vehicle from the customer’s address after this time.
What happens if a customer finds themselves in a confinement area and cannot return the car?
The customer should avoid contact with the car and the car keys and contact us. We will arrange for the car to be picked up once the confinement has been lifted, or the customer can choose to return the vehicle to us at that stage.
What happens if you need to close a building or rental location?
We have robust business contingency plans in place to protect our business, customers and colleagues in the event of a location closure, including working from home or redistributing work to other locations. We will contact customers with information if any of these possibilities affect their rental.
Are you cleaning your cars any differently? Have any of our operational protocols changed?
We have a high standard for cleanliness and safety and are committed to upholding those standards with our rigorous, multi-step vehicle-cleaning process. Enhanced cleaning protocols have been put in place as a result of COVID-19. These protocols apply to our cars, customer areas and buses, and are based on current local health and government guidelines.
Additionally, we are advising our employees to take simple hygiene steps to help prevent the spread of the virus, including regular hand washing and the use of alcohol-based hand sanitizer, which we are providing at our locations
We are also recommending that employees avoid handshakes or making any other welcoming gestures that require personal touch, and like always, they should not come to work if they feel unwell. They should stay at home and contact their local health provider. This is also the advice if they have recently been to a high-risk area or have been in contact with someone who has.
Where am I permitted to drive?
All Ace Rental vehicles are allowed to travel to the following areas: Queensland, New South Wales, Australian Capital Territories, Victoria and South Australia. Excluding Super Saver vehicles Ace Rental vehicles are also allowed to travel to The Northern Territory.
Ace Rental vehicles must remain within the area of use otherwise all waivers will be void due to breach of contract.
I need my rental or toll invoice:
You can log into the My Journey Portal to get access to your rental and toll invoice. You will need your rental agreement number and Date of Birth to log in.
My Journey Portal Link: https://myjourney.acerentalcars.com.au/#/
What is our Credit Policy?
Depending on the nature of our arrangements with you, Hertz Australia Pty Ltd trading as Ace Rental Cars (Ace or we) may be considered to be providing you with 'credit' and fall within the definition of a 'credit provider' under the Privacy Act 1988 (Cth) (Privacy Act), and the Credit Reporting Code (Code) registered under that Act. To find out more regarding our credit policy use this link Credit Policy
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. You may return the vehicle early and you will only pay for days used, but please note as there may be a 'Early Return Fee' as we reserve the right to make this charge to compensate us in part for our inability to rent your vehicle during the remaining time reserved for your use.
What methods of payment do Ace Rental Cars accept?
Payment Methods
Ace Rental Cars Australia accepts cash, Debit cards and all major credit cards including Visa, MasterCard, Amex and Diners Card for the payment of the rental. A credit card surcharge of 1.35% will apply.
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.
Note:
- Eftpos cards are not accepted for pre-authorisation
- Credit card holder must be present at the location - Cards must have the card holders name printed on it for verification
How long does it take to remove a Pre-authorisation
Most of the time, banks will void a pre-authorisation transaction the same day of the pre-authorisation transaction. Unfortunately, in a few instances, some banks can take up to thirty (30) days to finalise this process.
Regrettably, Ace Rental Cars does not have any control over this and it is up to the card holders bank to finalise this process and Ace Rental Cars is unable to assist in this other than to notify the bank.
Is a bond required?
A bond of AUD$250 is required for our Minimum Cover Ace Standard and Ace Basic options. We will authorise the excess amount onto the credit card provided for security unless you opt for the Ace PLUS Cover Options.
First Time Renters
If you are a first time renter paying with a debit or credit card and live in the city of rental, additional identification and payment requirements will apply to your rental. In such cases, renters will be required to fulfil the 100 points identity (ID) check requirements and ACE: provide a debit card from which Ace will take a $500 bond.
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 does not have any bond requirements, chat to our team at the counter to find out more.
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.
AUD$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.
AUD$6.00 per day which is capped at 10 days
What if I cancel a booking? Are there cancellation fees?
Yes in the event of a cancellation there is a cancellation fee of $75
Why do the “daily rates” vary and will they change when I book?
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.
Do Ace Rental Cars supply 4WD vehicles?
No, Ace do not have 4WD vehicles on fleet, the SUV and Compact SUV range are a mix of AWD and 2WD vehicles. Unfortunately, we cannot guarantee an AWD vehicle in this range.
Toll Payments
We have 3 options to choose from when using a toll road in Australia.
Option 1:
The Ace toll product enables our customers to pre-pay their tolls for a flat fee per rental day. You are able to purchase our toll product at the below rates:
- Pre-paid toll (NSW): $17.35 + gst per day, per rental
- Pre-paid toll (VIC): $15.75 + gst per day, per rental
- Pre-paid toll (QLD): $12.25 + gst per day, per rental
- Pre-paid toll (SA): $11.20 + gst per day, per rental
- Buying our pre-paid toll product will give you unlimited use on all toll roads. Please note that the charges will apply as per state the vehicle has been collected in.
Option 2:
If you choose to make your own toll arrangements with your personal AU etag or wish to set up a Toll Pass with the relevant toll company you MUST arrange this PRIOR to your trip. Please note:
- You will not need to add the rental vehicle to your etag account. Ensure the tag is clearly displayed at time of travel through toll point for this to process. This is to eliminate billing issues with Toll Company and causing infringements to be processed.
- If your trip is not captured on etag or toll pass, please note that you will be charged the toll fee and the toll admin fee by Ace.
Option 3:
If you do not choose the Ace toll product or bring your own etag/pass, Ace Rental Cars will charge to the card on file per toll trip along with a $38.50 AUD admin fee per rental agreement.
You are able to view these charges here: https://myjourney.hertz.asiapac.io/
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
If I lock my keys in the vehicle am I covered by Roadside Assistance?
We provide a complimentary 24-hour vehicle breakdown service with a dedicated toll free number. While you are welcome to use this service as required, please note that additional costs will apply for call outs caused by driver error. (eg. locking keys in car, running out of fuel, leaving lights on, etc).
Do I need to have an International Drivers Licence?
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.
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
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 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.
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 and additional drivers must have a full current license. Additional drivers are at a cost of $5 per day.
What happens if I return the vehicle late?
After a 59 minute grace period a full day will be charged.
Can I tow using an Ace Rental Cars Vehicle?
Click for pdf file download Vehicle-Towing-Capacities.pdf
How many free kilometres per day?
All our locations offer unlimited kilometers excluding Darwin which has set kilometers and a few for kilometres travelled over the limit,
Darwin Kilometers Allowance (Extra Fees may apply)
Darwin does not offer Unlimited Kilometers, bookings at Darwin location offer 250 kilometres per day with a fee of $0.30 per kilometre travelled over the daily limit of 250 kilometres
Definition of Damage
Ace Rental Cars operates a fair wear and tear policy in line with the Australian Finance Industry Association Code of Practice.
For your benefit, we have defined what constitutes damage.
To view the definition of damages on this link Definition of Damages
What are Ace Rental Cars Terms and Conditions?
Please click here for a copy of 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. Learners licenses, unfortunately, cannot be accepted. There is a young driver surcharge of $9 per day for any drivers under 21yrs of age.
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, re-fuelling will be charged at $50 plus the pump price.
Is windscreen damage included in my base rental rate?
Your credit card pre-authorisation hold amount at return for Damages which have occurred during your Rental Period to the Vehicle's glass or tyres are as follows, unless you have purchased Ace Plus , Ace Strandard and Ace Basic Cover includes windscreen and tyre cover.
Your final charge for the replacement or repair of windscreen or tyre damage will be charged at the ACE incurred cost.
Invoices for these repairs are available on request from: [email protected]
Tyre and Glass Pre-Authorisations Amounts – Version 1st August 2018
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 is charged for this process and will be debited from your credit card at the time of processing.
What happens in the event of an accident?
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.
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.
How will I know my reservation is confirmed?
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.