Comprehensive Frequently Asked Questions and Answers for hire cars provided by East Coast Rentals

Can I have the Rental vehicle delivered to my hotel or local accommodation?

We offer a FREE courtesy shuttle that will collect and return you from your local accommodation and transfer you to our local rental office. This can be arranged simply by notifying the Rental Office 30 minutes prior to collection with your local address details. Subject to conditions, peak seasons, time of day and staff availability. Rental Office details available on "Confirmation" email. Please note: Our serviced area is within the local proximity of the office. Please check in advance if you are unsure whether you accommodation falls within that area.

Can I collect a rental at one location and return it to another?

Relocation between offices is possible and subject to a nominal relocating fee. Online quotes will calculate a relocation fee between offices (where applicable). Please note for One-Way Rentals between locations a nominal daily rate surcharge of + $10 per day will apply. Subject also to minimum rental and availability. Please contact our Reservations team for availability and rates.

What do I need to bring with me to the counter to rent a car?

All hirers must provide a current valid drivers license and valid credit card in the same name as well as the Booking Confirmation email to assist us on your arrival. Any discounts, coupons, or other promotional material must be presented upon arrival.

Vehicle Use & Conditions

Where am I permitted to drive?

Brisbane/Gold Coast Rentals Area of Use (mainland only)-
Bundaberg - Hervey Bay ? Sunshine Coast - Brisbane ? Gold Coast ? Byron Bay - Ballina - Coffs Harbour ? Toowoomba.
Area Map - Brisbane and Gold Coast

Cairns Rentals Area of Use (mainland only)-
Cooktown - Cape Tribulation ? Daintree ? Port Douglas ? Palm Cove ? Cairns ? Mission Beach ? Innisifail - Townsville.
Area map - Cairns

Melbourne Rentals Area of Use (mainland only)-
All area covered by the state of Victoria (except snow zones).

Sydney Rentals Area of Use (mainland only)-
Port Macquarie - Tamworth - Muswellbrook - Bathurst - Canberra - Batemans Bay.

Area map - Sydney

Important Information About Toll Roads

Your planned route may involve travel along roads that have mandatory Tolls. Many of these roads no longer have payment booths and require the vehicle to have a prepaid E-Toll, Breeze or Go-via Tag.
To learn more about which roads have Toll's please visit these maps for SE QLD, Victoria
or Australia Wide
To learn more about how to prepay tolls visit Queensland Motorways or for Victoria Citylink

Am I able to drive outside the "Areas of Use"?

Our heavily discounted rates do not reflect the type of use for Rentals traveling beyond our "Area of Use" (Brisbane / Gold Coast, Cairns or Sydney). A "User Pays" policy allows us to maintain the lowest rates for the majority of our customers traveling within our "Area of Use". Rentals outside the area are permitted with prior approval and will attract a daily surcharge of $10 per day for the duration of the hire. Subject to a minimum rental and other conditions.
We have more information on distances between major Cities and Towns, things to see and do and general safety topics in our Driver Information section.
Inter-office relocations may be subject to minimum rental periods and availability. Please email or call our reservations team for an individual all-inclusive package.

Do I have to return with full tank of fuel?

We ask all customers to return fuel to original starting level at commencement of rental. We are unable to offer credit or refunds for returns with excess fuel.

Do we receive FREE Street Directories/Maps?

We provide courtesy Tourist Maps, upon request, for all our rentals. For those customers who need accurate directions, we recommend choosing to rent a GPS unit for a nominal daily charge.

What age do I have to be to rent a vehicle?

All drivers 25yo ? 80yo. Drivers aged 21yo to 24yo are permitted to hire and subject to an age surcharge of $8.80 per day. We are unable to hire to drivers under 21yo and/or Provisional License holders.

Can I rent a vehicle with a restricted license?

Drivers who hold a valid Provisional License (P Plate) may rent from East Coast Car Rentals under the following provisions;

• The customer must provide a ?P Plate? for display on the vehicle.
• The customer must accept the full PRW options.
• The contract will include any under 25 yr surcharge, if applicable.
• The customer will abide by the terms of the rental contract as well as those restrictions associated with the license.

Do I need to have an International Drivers License?

If you will be driving for a period that is longer than three (3) months and you need to have an International Drivers License. Otherwise, we need a valid license from your own state/country.

Can anyone other then myself drive the car and how many people can drive?

Only named/nominated drivers whose name appears on the Rental Agreement, or attachments, may drive. Each driver must be listed on the Rental Agreement and must present their drivers license at time of collection. An additional driver/hirer fee of $10 per driver will apply. Age surcharges may also apply. Maximum 4 drivers per rental.

Can I return the car after hours?

Yes, you may return your rental car when our office is closed, if prior arrangements have been made. Detailed maps including drop-off location and instructions on key return will be supplied at the commencement of hire. Nominal Airport Parking fees normally apply. Rental cars may also be returned directly at the rental depot after hours, however the vehicle remains the renters responsibility until such time it has been checked-in by our Rental representative the following day.

How can I guarantee the make and model of the car I prefer?

Our makes and models are suggested and Categorized as accurately as possible, indicated by the majority type in the category. Upon arrival advise the counter representative of your preference and if available we will be more than happy to accommodate. The majority of our fleet is Toyota and between brand new and 2 years in age.

What should I do if I have an accident?

Report the accident to the Police immediately. Ensure all details of any third parties, witnesses and police that attend at the scene are recorded and contact us immediately, or certainly within 24 hours. Do not admit liability. Our staff will assist and advise accordingly.

What if I break down? Do you provide 24 hours Roadside Assistance?

24 hour roadside assistance with RACQ/RACV/NRMA is covered in all rentals. Please note that a 'human error call out' will incur a $60 service fee. For example, keys locked in car, out of fuel or lights left on and battery becoming flat.

Can I tow a trailer or anything else?

Our Ute's are already fitted with tow balls as are some of our 12-seater Commuters and may be used to tow trailers, up to its legal capacity. Should you be wishing to use one of these types of vehicles for towing during your rental period, it is vital that you advise at time of reservations to ensure that the allocated vehicle has the facility. Passenger vehicles can NOT be used to tow or push anything, this forms part of the rental terms and conditions.

Can I take the rental vehicle across waterways and to coastal islands?

Our vehicles may travel to coastal islands and across major rivers on car ferries and transporters provided;

• The customer acknowledges that all insurances are void during the loading, un-loading and travel on said vessels.
• The customer ensures, prior that travel, that intended routes on Islands are on sealed roads only (see Terms of Rental) as vehicles are not permitted for use on gravel roads or sand.
• The customer acknowledges that in addition to damage, loss and costs associated with accident resulting from travel in this manner, recovery costs of the vehicles from remote area?s will also be the liability of the renter.

What are the Car Hire Terms and Conditions?

Please click on the following link (Car Hire and Booking Terms and Conditions) for a copy of our Rental Terms & Conditions.

If I leave the headlights on and run the battery flat, am I covered by Roadside Assistance?

Roadside Assistance will cover the unlikely event of mechanical failure. It does not cover non-mechanical defects such as, lost keys, keys locked in the vehicle, flat battery due to lights being left on etc. Call-out fees apply in these instances.

How am I assured of the vehicles condition?

On Arrival - Quality Fleet management ensures that all vehicles are subject to a full detail and safety check prior to its next rental. As re-assurance to our clients and part of our ongoing commitment to quality control, a visual inspection is jointly completed with the hirer present upon collection. All customers receive a copy of a Vehicle Summary Report on commencement of hire and agree to the vehicles condition. All cars are new and kept in the same condition.

On Departure - On return to the depot, our staff will re-inspect the condition of the vehicle referring to the same signed and agreed ?Vehicle Summary Report? (VSR) completed at the commencement of hire. Subject to a satisfactory final inspection, our check-in staff will close and complete your rental.
A closed copy will be supplied on request subject to all charges paid in full.

Damage Cover & Optional Waivers

Does the Rental Vehicle come with any type of insurance or Damage Cover?

Subject to the terms and conditions of the Rental Agreement, standard damage cover is included and a liability applies;

Collision Damage Waiver (CDW)

East Coast Car Rentals Collision Damage Waiver protects you against damage caused as a result of a Multi Vehicle accident where another vehicle can be fully identified and all details provided.

Premium Reduction Waiver (PRW)

East Coast Car Rentals Premium Protection Package protects you against damage caused as a result of Multi Vehicle Accidents(covered by CDW) plus Single Vehicle Accidents, Hail and Storm Damage, Animal Damage, Windscreens, Tyre and Headlight damage.

Under 25 Drivers

Drivers aged between 21 and 25 years of age (as of the last day of the rental period) are still entitled to hire. They are subject to an compulsory, additional $8.80 per day surcharge.

The majority of other Car Rental Companies have little or NO cover for Single Vehicle Accidents, Hail or Storm Damage or other incidentals which are easily assumed to be covered. We have the most comprehensive and best value covers available.

See our table below for our most comprehensive PRW liability. We ask you to compare this any of our competitors!

** Conditions apply.

Will a travel insurance policy provide sufficient cover if I have an accident or can I select the waiver options on arrival if I am unsure?

Accidents and damage do occur, however we ask all customers to ensure the "terms and conditions" of any travel insurance policy are read prior to arrival. Unfortunately we are unable to act on the hirers behalf, or assist in any way when making claims. Whether you hire from us or any Car Rental company, we strongly suggest for peace of mind to accept any waiver options to reduce the hirers risk.

Charges & Payments

When do I pay for the rental car?

Payment is made in full upon arrival for the advised rental duration. Credit Card details are required to confirm your enquiry or reservation. These details can be changed upon arrival. Please ensure the Credit Card holder is present upon arrival . Express Check In now available.

What methods of payment can I use?

Payment is made in full on arrival. We accept Visa, Mastercard, Bankcard, Eftpos, Cash and Travelers Cheques. American Express, Diners Club and JCB attract a 5% surcharge on any transactions due to high merchant fees.

Holding Deposit/Security

In all instances, we will require a signed Credit Card imprint (by the hirer) as a security deposit. East Coast Car Rentals also reserves the right to pre-authorise an amount up to the chosen excess, on the hirers credit card. Upon return and closure of the rental agreements, the pre-authorisation will be cancelled.

Hirers not using the credit card nominated for security as their payment method will automatically have the premium reduction waiver added to their rental at the prevailing rate.

Can I pay with cash and use cash as a security bond?

Cash can be used to make payment for the rental provided a valid credit card is used for the holding deposit under the following conditions:

• Full Premium Reduction Waiver (PRW) is accepted and paid in full.
• Extensions or any other additional charges must be paid in full or and in advance or the required payment will be processed on the credit card provided.

Can I pay with EFT POS and use EFT POS as a security bond?

As with cash, EFT POS can be used to make payment for the rental provided a valid credit card is used for the holding deposit under the following conditions:

• Full Premium Reduction Waiver (PRW) is accepted and paid in full.
• Extensions or any other additional charges must be paid in full or and in advance or the required payment will be processed on the credit card provided.

Can I pay with a Debit Credit Card and the same Debit Credit Card as a security bond?

Yes. Debit Credit Cards are treated as cash payments and subject to the same conditions as our cash policy above. Please note a Debit Credit Card is different to a Credit Card. Kindly refer to card issuing bank for details.

Are there any other fees or "hidden extra"?

An "estimate of charges" is advised based on the details upon booking. These will include a daily rate, standard liability, GST and an administration fee. Fees relating to extended rentals, relocations, optional extras, collections or returns outside normal business hours, damage liability etc will be subject to standard charges. A nominal Administration Fee applies to all charges. East Coast Car Rentals does NOT CHARGE a Daily Registration Recovery Fee (DRRF), Airport Levies or any other hidden fees.  These 2 fees alone add approximately $20 per day! Collecting a rental from any multi-national at all Airports is an expensive convenience.

What is the cost of additional kilometres?

Unless a booking confirmation states otherwise, Unlimited KM's are FREE. Additional kilometres are charged at 22 cents per km should your reservation include a limited km rate. Assume its unlimited KM's unless it otherwise states.

What happens if I return the vehicle late?

If the vehicle is returned late, each hour or part of will be charged at one fifth (1/5) of the daily rental. As courtesy to the next renter and for an opportunity for to arrange an alternate vehicle, please advise "Reservations" immediately. Extra charges may apply due to vehicle availability. Optional extras (eg, Liability Waiver etc) will be charged at the full daily rate.

How many free kilometres per day?

Unless otherwise specified, UNLIMITED KILOMETRES apply to all rentals. Heavily reduced rates/discounts may have a limited km rate. This will be clearly visible on any rental confirmation.

Do you hire baby seats and booster seats?

Yes, we do hire baby and booster seats for a nominal daily fee of $5 per day, capped at a maximum of $35 per hire, each. Front/Rear facing Baby seats suitable for newborn to 18kg. Booster seats suitable for toddlers 14kg to 26kg. All vehicles have the required fittings. Be sure to include with your online reservation.

Can I use another person's Credit Card to pay and/or use for bond/holding deposit?

You may use another persons credit card for the payment and/or holding deposit provided they are prepared to become the main renter of the vehicle, hold a valid current credit card and be present on arrival. By prior arrangement, should the card holder not be able to attend the collection of the vehicle, an Authority Form can be completed by the card holder and faxed back prior to the day of collection. Please speak to our Reservations Team for further information on this. In each case, you will then be added to the contract as an additional driver.

What is a security bond or holding deposit?

A security bond is a pre-authorization to your credit card that is used as a form of protection whilst you are renting a vehicle.

How does a security bond work?

In most instances, we will accept only a signed Credit Card imprint (by the hirer) as a security deposit, where the hirer is a corporate client, previous renter or has selected the 'Premium Package' cover. East Coast Car Rentals reserves the right to Pre-authorize an amount, up to the chosen excess, on the hirers Credit Card, which is cancelled when the rental is returned and finalized. Financial institutions may take up to 7 days to release the authorization.

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

Our online reservation service is located on a secure server that guarantees the safety of the transaction. The system uses 128bit SSL encrypting technology. SSL works by encrypting all communications between your computer and our server so that information cannot be intercepted.

Reservations, Amendments & Cancellations

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

Rental rates are subject to availability and demand. Reservations made "Online" are always heavily discounted . Once confirmed arrival and departure details are available, we suggest you confirm your rental requirements. Online rates are itemized to show a breakdown of all fees and charges. An email "Confirmed Reservation" or "Quote" will indicate a "Total Estimate of Charges" and be GST inclusive.

What if I have to cancel a booking? Are there any cancellation fees?

To ensure the smoothest possible rental transaction we will allocate a specific vehicle for your use prior to your arrival, thus removing its availability from our fleet. This process generally takes place 7 days prior to collection. Therefore the following cancellation fees will apply.

• - 7+ days notice - NO Cancellation fee.
• - 24 hours to 6 days notice - $100 Cancellation fee. (This will be charged but you will be given an equal amount credit to your next rental)
• - Within 24 hours / No Show - Up to full cost of "estimate of charges".

Can I extend the rental duration?

Extending the rental duration is possible at time of collection or during the rental itself. You will need to contact or come in person to the nearest location. Payment for the extended period must be made in advance and is subject to availability. Under all circumstances, where the vehicle has been retained outside of the pre paid rental period, the agreement will be deemed as breached and no further insurance cover will be provided.

Are interstate one-way rentals available?

Interstate relocations are available subject to minimum rental days and availability.

Is it possible to modify my reservation once it is confirmed?

Confirmed reservations can be altered and are subject to availability. We reserve the right to alter the cost of the rentals when things such as dates, length of hire and/or vehicle category are amended. All rates, including specials and discounts provided in confirmed Reservations are valid only at the time of issue and thus changes to a reservation may be subject to a re-quoting of hire costs and incidental charges.

Can I check rates without making a reservation?

You may request a quotation and check availability without making a reservation. Complete only the first pages of the rates and reservations process. If you wish to make a reservation at this time and with these details simply continue by entering your Personal details and Credit Card via our secure booking page.

How will I know my reservation is confirmed?

The final page when Booking Online offers all booking details as entered and includes, a "Booking Request" reservation number prefixed by a "U".Please record this reference number and/or print page. Once received by our Reservations Team an email confirming your booking request will be sent, normally between 24 to 48 hours. For any reason you do not receive a "Confirmation" email please contact our Reservations team, supply "U" number and a confirmation will be re emailed. Please read and print "Confirmation" and advise immediately if any details are incorrect. Vehicle details, Airport collection procedure, terms and conditions of hire and other main details are included in the "Confirmations".

Express Check Ins

What is East Coast Car Rentals Express Check-in?

Express Check-in allows for a more efficient collection of the vehicle. We prepare all of the paperwork prior to the customers arrival. Upon arrival at the branch the customer will only need to produce their Drivers License and sign the rental contract and receipts.

• Express Check-in is only available to customers paying by credit card.
• The nominated credit card will be charged on the morning of the collection date for the full estimated amount of the hire.
• Express Check-in is only available to customers who have accepted the Premium Reduction Waivers. Customers who have not selected this option during their original reservation will have it added to the rental costs during the Express Check-in process and will receive an updated confirmation within 24 hours.
• There is no additional fee associated with Express Check-in

Promotions

What is an ECP Code?

An ECP Code (East Coast Promotional Code) is a unique, identifying, alpha-numerical car hire code given to advertisers and affiliated businesses. This code is normally printed on coupons and other advertising mediums that are communicated to their customers, clients, supporters and members. Should you be in receipt of such a code, please ensure that you correctly enter it in the space provided before commencing booking or quote.

Other

What if I can not find an answer to my question or it is not covered in this information?

Should you not find the information you need, please contact our Reservations Team by clicking here.