Surfers Paradise

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Surfers Paradise
CAR HIRE

Suite 11 / Surfers Paradise Transit Centre
8 Beach Rd
Surfers Paradise, 4217

PHONE:
07 5570 1200

FREECALL AUSTRALIA
1800 671 361
FREECALL NEW ZEALAND
0800 540 960
GLOBAL TOLL FREE
800-0011-3333

(Click here for your country more countries added soon!

 
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FAQ – Frequently asked Questions

 

GENERAL CAR RENTAL QUERIES

 What are the age requirements to rent a car with your Company?

Our age requirements are as follows:

We hire to Drivers ranging from 18 years of age to 79 years of age under the following conditions: 18 years of age to 21 years of age (inclusive) are permitted to hire our self drive cars and are subject to an age surcharge (POA); 22 years of age to 24 years of age (inclusive) are permitted to hire our self drive cars and are subject to a lesser age surcharge (POA); 25 years of age to 75 years of age (inclusive) are permitted to hire our self drive cars and are not subject to an age surcharge unless they hold a Provisional Drivers Licence; 76 years of age to 79 years of age (inclusive) are permitted to hire our self drive cars and are subject to an age surcharge.

Drivers Licence Requirements

When driving in Australia, you require a valid Drivers Licence issued in the Country of Origin and an International Drivers Permit. Both Documents must be produced at the time of hire.For Australians, we require a valid Drivers Licence from your state of residence.

Where can I drive the Rental Car – Permitted Area of Use Gold Coast Use ONLY Boundaries – Sanctuary Cove in the North, Tambourine Mountains in the West and Tweed Heads in the South; Brisbane to Byron Use Boundaries – South End of Byron Bay in New South Wales to the North end of Brisbane City CBD in the North; Sunshine Coast to Byron Bay Use Boundaries – South End of Byron Bay in New South Wales to the North end of Noosa Heads in the North; For ALL OTHER AREAS – Please advise the Office and relevant charges may apply.

With all rentals, please note that you are required to travel the Coastal Route ONLY! And, such rentals are subject to minimum rental periods and availability. For further details, please call our Staff for an individual all-inclusive package.
All Extended Area of use is subject to Individual Quotations.

What are the Free Kilometer Allowances?

We do not offer UNLIMITED KILOMETRES with hidden catches. We prefer to let our customers know what their free entitlements are on the Contract and in writing, rather than offer non-existent allowances which are subject to numerous clauses and areas of use conditions.

All Discounted or Reduced or Special rates have a limited free allowance per day which is clearly written on your Rental Contract prior to collection of the vehicle

What is the cost of Additional Kilometres? Additional Kilometres are charged at the rate of 39 cents per kilometer over and above the Total Free Allowance as stipulated on your Contract.

Who can drive the Rental Car?

The ONLY person/s that can drive the Rental Vehicle is the nominated driver/s who’s Name and Licence Details appear on the Rental Contract. Every driver must be nominated on the Rental Contract and MUST present their Drivers Licence at time of collection of their vehicle and duly sign the Rental Contract in the stipulated section. Additional Driver fees apply if there are more than one Driver and such fee is $ 2.00 per day (Minimum $ 10.00 will be charged) to a maximum of $ 10.00 per week. Age surcharges apply where applicable.

Can a Rental Car be returned after or before Business Hours?

If prior arrangements have been made with the Office, a Rental Vehicle may be returned outside normal Business Hours and parked at a space nominated and designated by this Office. Should a vehicle be returned outside normal Office Business Hours, then the vehicle remains the renters’ responsibility until such time as it has been checked-in by our Staff. Should the vehicle require cleaning prior to Check-in, then the vehicle will have been considered as checked in AFTER washing and cleaning of the vehicle has been completed.

Can a Rental Car be hired at one location and returned to another?

Subject to additional relocation fees, as may be applicable, it is possible to return a vehicle to another location once arrangements have been made at the COMMENCEMENT of the rental and the charges paid in full. One-Way Rentals between any Major City in Australia are subject to a Nominal Daily Rate of $ 15.00 per day and subject to minimum rental periods and availability. For further information, please contact our Staff. Please note that all One Way Rentals are returned to this Office via the services of TNT CEVA Logistics who WILL NOT carry any damaged vehicles on their Car Carriers.

Does your Company offer one-way rentals? Yes, we do! We offer interstate relocations to Major Cities around Australia.

Can I increase my Period of Rental?

Yes! You can! However, to extend your rental duration you will have to call the Office and give them at least 24 Hours notice of your intention to do so. Once you have extended, you may not cancel such extension as the Rental Vehicle will have been booked out in your name and consequently removed from the fleet for hire purposes for the duration requested by you. All extensions are subject to vehicle availability and advance payment of your Rental Charges, including any ancillary charges that may apply or may have been requested by you at the commencement of the hire. Failure to pay your charges prior to the extension will cease all Liability and such cover shall only recommence from the time your payments are up-to-date and made in full for any extensions requested as all Rental Charges are paid in advance.

Can I be guaranteed the make and model of the car of my choice?

If you book ahead in advance, usually about 14 to 21 Days ahead of the date of hire, you may be guaranteed the vehicle of your choice. However, in general and in line with ALL CAR RENTAL COMPANIES WORLDEWIDE, makes and models are based on availability. On Collection of your vehicle, advise our Staff and they will endeavor to assist you receive the vehicle of your choice, if available.

What documentation do I require to hire a car?

At the time of completing your hire details, every driver for the vehicle will be required to present and supply a current valid Drivers Licence, a Credit Card in their own name and a Booking Confirmation Letter as issued by this Company. Drivers with Overseas Licenses must provide their normal Licence (as issued and used in their country of Origin) along with an International Driving Permit as issued by the relevant authorities.

Does your Company provide FREE Airport Pick Up & Drop Off?

Yes! We do! However such service is subject to the Gold Coast Coolangatta Airport ONLY and also subject to minimum hire periods.For further details on Airport Services, please see our Terms and Conditions Page. After hours collection may be available at a nominal cost of $ 65.00. ALL After hours collections are charged a rental fee until the following day.

In case of a Motor Vehicle Accident or Breakdown, what do I do?

With respect to all our Rental Vehicles, we have 24 Hour Roadside Assistance covered by the Royal Automobile Club of Queensland (RACQ). They are there to assist you any time day or night. All Customer Copy Contracts supplied to our Customers will have complete FREECALL Contact Details and UNIQUE Reference Numbers for such service.

Breakdown assistance, however, does not cover Acts of Human Error. This service does not cover non-mechanical defects i.e. Keys Lost, Keys Locked in Vehicle, Flat Battery, Running out of Fuel, etc. In such instances, a Call-out fee applies.

With respect to Motor Vehicle Accidents, always ensure that you first contact the police to complete an accident report, followed by immediately contact with our Office and Staff who will assist you to the best of their ability.

Provision of Baby and Booster Seats

Being a Family Car Rental Company who caters to Families, unlike our competitors, we provide ONE BABY or BOOSTER SEAT FREE! Should you require a Second Baby or Booster Seat, there is a nominal charge of $ 2.75 per day up to a maximum of $ 23.00 per hire. Please ensure booking the seat in advance with your online reservation as we have a limited number of such seats available for free. However, we can order Baby or Booster Seats from our suppliers at the costs as stated above.

What are your Car Hire Terms and Conditions? For concise Terms and Conditions, please click on the link at the bottom of this page for a copy of our Rental Terms & Conditions.

What are your Car Hire Rental Guidelines? For concise Rental Guidelines, please click on the link at the bottom of this page for a copy of our Rental Guidelines.

What is your Car Hire Privacy Policy? For concise Privacy Policy, please click on the link at the bottom of this page for a copy of our Privacy Policy.

How am I assured about the Rental Car’s condition at the time of hire?

Upon Collection - All our vehicles are subject to a complete Detail prior to being rented out again. As part of our policy to re-assure our Clients, in accordance with our ongoing commitment to Quality Control and in the interest of all parties concerned, a Vehicle Condition Report Sheet is completed when performing a joint visual inspection prior to driving off with the Rental Vehicle. This Vehicle Condition Report Sheet is jointly completed with the hirer present. Our customers receive a copy of the Vehicle Condition Report on commencement of the hire.

Upon Return - On return of the Rental Vehicle, our Staff re-inspect the condition of the vehicle while referring to the original signed and agreed Vehicle Condition Report Sheet which was completed at the commencement of hire. Subject to a satisfactory final inspection, our check-in staff Sign Off on the Rental Agreement and duly notify clearance on your Customer Copy as supplied to you at the commencement of your Rental, subject to all charges being paid in full. In the event that a vehicle is returned in any condition which may require cleaning, washing or further inspection, then the vehicle will deem to have been checked in once all cleaning, washing and/or soft top canopy is returned to its original position.

BOOKINGS AND RESERVATIONS

Can I change, alter or amend my Booking once it is confirmed?

Any confirmed booking can be altered. However, all changes, alterations and amendments are subject to availability. Should you like to change, alter or amend your booking, then a nominal fee of $10 applies. Any change, alteration or amendment to the length of the rental of the vehicle will affect your daily rates. Please read notes on “Do you charge Cancellation Fees?” below. However, should your second choice of vehicle be unavailable, then the original booking shall remain in force.

Can I request Rental Car rates if I am not making a Booking?

You may at any time request a quotation for a Rental Vehicle or check availability of your requirements without confirming a booking. The process is very simple. All you have to do is complete the first Two Steps of the Bookings Process. If you do not proceed to Step Three, no Booking will be made. However, if you wish to make a booking at this time, the process will ask you whether you are sure and you want to proceed with the booking. Should you wish to proceed, then click on the “SUBMIT” button and your request will be forwarded to us while an identical copy will be forwarded to your email address.

How can I know whether my Booking is confirmed?

On completion of your Booking Request, an identical email will be sent to you simultaneously confirming what you have chosen. This email will have your Unique Identification Number at the Top of the Email. Once we have received our copy, you will receive a confirmation email which will contain details of your booking and collection procedures.

How are our customers' personal details and credit card information protected securely online?

Our online booking service is located on a secure server which guarantees the safety of the transaction and your Personal Details. Our system uses SSL encrypting technology which encrypts all communications between your computer and our server in order that the information cannot be intercepted.

CAR RENTAL CHARGES AND PAYMENTS

How and When do I pay for the Rental Car?

All Payments are made in full upon collection of the vehicle, less any Deposit as may have been taken earlier to book the vehicle. When a vehicle is booked, a Two Day Booking fee is charged at the time of booking and such sum deducted from the Total Rental Costs which are paid at the time of collection of the Rental Car.

What methods of payment do you accept? We accept Rental Charges by way of cash in Australian Dollars, Eftpos and all major Credit Cards, excluding American Express, Diners and JCB. With respect to your Bond, or Deposit, it is required that the Credit Card Holder have available on his/her Credit Card the amount equivalent to the Liability chosen by the Hirer at the commencement of their rental. Such amount will be pre-authorised and held till safe return of the vehicle.

What if I do not have a Credit card and I want to rent a car? For any such instance, please call our Staff at our Offices and suitable arrangements can be made to accommodate you. In such instances, other conditions and/or surcharges may apply.

Do you charge Cancellation Fees? We reserve our right to charge cancellation fees as follows: More than 7 days                -          A Cancellation Fee equivalent to a Two (2) Day Rental Fee;   Within 7 days of hire           -          A Cancellation Fee equivalent to a Three (3) Day Rental Fee; Less than 24 hours              -          A Cancellation Fee equivalent to a Half the Cost of the Rental; No Show at all                    -          Up to and not excluding the full cost of the Rental and any ancillary charges for services that may have been requested at the time of booking.

Do you charge Late Fees? Yes! We do! If a vehicle is returned later than the time contracted for, and is returned late without prior notification and approval, the following charges apply: 1/3rd of the Daily Rate up to 3 hours after which time the full Daily Rate shall apply.

For the First Hour of Lateness, we can understand traffic delays and hold ups and do not charge any fee, especially considering that you are our Guest on the Gold Coast and not familiar with the area.

However, after that first hour, Late Fees shall apply as stipulated above.

Please note that all Liability Cover and any Ancillary Cover provided is null and void during the entire period of Lateness, including the First Hour which, unlike our competitors, we do not charge for.

However, when any Late Fee is charged, it will include Optional Extras Charges at the Full Daily Rate and not part thereof. Please note that we do not offer Refunds for Early Returns and any Credit will conform to the relevant clause on the Face of the Rental Contract.

What is a Deposit or Security Bond? Your Deposit or Security Bond is the financial sum which you are liable for in the unfortunate event of a Motor Vehicle Accident involving another vehicle. The Chosen Liability Sum is pre-authorised on your Credit Card which you provide us with and such pre-authorised sum is used as a mode of protection by our Company whilst our vehicle is under your care and control. This sum is held until such time as safe return of the vehicle after it is cleaned, detailed and then checked in.

How does a security bond work? When you collect your hire vehicle, pre-authorisation will be requested on your credit card for the sum of your Liability as a form of security by our Company. Provided the vehicle is returned in undamaged condition and no additional charges apply, pre-authorisation is relinquished and release of such monies is conditional upon your Financial Institution.

DAMAGE AND OPTIONAL COVERAGE

Does your Company provide any Liability Options?

Yes, just ONE – Liability Reduction from a Standard Liability to a Reduced Liability at a nominal Liability Reduction Premium! We probably lack the imagination to increase revenue by offering various forms of “Premium” & “Special” non-Insurance Company Liability Option “Packages”. We strictly follow the WYSIWYG Policy of “What you see is what you get” along with our Personalised and Friendly Customer Service.Unlike some of our Competitors, we do not offer varied forms of Liability Options, like “Premium”, “Special” and “Packages”, which may or may not exist – but are just a form of increased revenue for the Companies concerned. Subject to Terms and Conditions on our Rental Agreement, Liabilities apply to all Rentals Cars and include the following:

Liability Cover

New and Late Model Cars

  • Within the Boundaries of the Sunshine Coast in the North and Byron Bay in the South - $ 2,750 is Standard Damage/Loss Liability. We do have a Liability Reduction Premium (LRP) available at a nominal cost which will reduce your Motor Vehicle Accident Liability to $ 385.
    (For Drivers 22-24 Inclusive to $ 825 and Drivers 21 & Under - POA).
  • Outside the Boundaries of the Sunshine Coast in the North and Byron Bay in the South -
    $ 3,000 is Standard Damage/Loss Liability. We do have a Liability Reduction Premium (LRP) available at a nominal cost which will reduce your Motor Vehicle Accident Liability to $ 550.
    (For Drivers 22-24 Inclusive to $ 825 and Drivers 21 & Under - POA).  
Selection of Older and Used Model Cars ·         Within the Boundaries of the Gold Coast ONLY - $ 2,200 is Standard Damage/Loss Liability. We do have a Liability Reduction Premium (LRP) available at a nominal cost which will reduce your Motor Vehicle Accident Liability to $ 385. (Gold Coast Boundaries are from Sanctuary Cove in the North, Tambourine Mountains in the West and Tweed Heads in the South).
(For Drivers 22-24 Inclusive to $ 825 and Drivers 21 & Under - POA).
  • NOT AVAILABLE for Use Outside the Boundaries of the Gold Coast.
Please note : Single vehicle and/or Animal Damage nullifies and cancels Liability Reduction Premium (L.R.P.). Irrespective of whether LRP is accepted or declined, the Hirers’ chosen Liability is preauthorized on the Credit Card supplied at the time of collection of the vehicle. An Administration fee applies to all Liability charged.

Liability Reduction Premium All Liability and Liability Reduction Premium (LRP) is as advertised in the Terms and Conditions Page of this Web Site. However, We do not, nor do we ever intend to, offer varied forms of Liability Options, like “Premium”, “Special” and “Packages”, which may or may not exist – but are just a form of increased revenue for the Companies concerned. Please check with Insurance Companies about these lurks for more information. They just do not exist! ALSO, we are neither creative enough nor do we charge the following add-on Costs and Fees, ADDITIONAL TO YOUR Rental Charges, in their multifarious names and descriptions like:

"ADMINISTRATION FEE";
"SERVICE FEE";
"VEHICLE REGISTRATION RECOVERY FEE";
"PREMIUM LOCATION FEE",
Just to name a few.

THESE HIDDEN & CREATIVE FEES CAN ADD UP TO BETWEEN 16 TO 20 PER CENT OF YOUR TOTAL RENTAL COSTS AND ARE USUALLY ADDED ON AFTER TOTALLING YOUR COSTS FOR THE RENTAL! 


 
 

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