1. What do your rates include?
Our rates include VAT, Basic Insurance, & 24 Hour Roadside Assistance. Our insurance is subject to an excess
2. How do I pay for my hire? And can I have a receipt?
Payment is to be made at the commencement of the hire. We will gladly accept Cash, Visa, MasterCard & Discover. A copy of the contract is given to you upon completion of the paperwork and will show what method you used and also can be used as an invoice for tax purposes. If you sign your paperwork at the office we will give you a copy of any transaction processed through our POS terminal.
3. Can I return my car early? Will I receive a refund?
You can return your car earlier than the stated end date on your contract, however we will not process a refund for the un-used days. A credit for the amount of un-used days will be kept on file for you to use against a car hire in the future. This is available also to transfer to immediate family members. Please note the hire must be of greater value than the credit and cannot be used between multiple bookings.
4. Can I extend my hire?
There is a minimum of 72 hours required for extensions to your contract. Due to availability in high season we cannot guarantee any extension, but we will do our best to accommodate your request.
5. If I cancel my hire after booking what are the procedures?
We have a set of basic cancellation rules that apply to our business, reservations made via telephone are as follows :
If cancelled 28 days prior to pick up: no fee
If cancelled from 27 to 4 days prior to pick up: 10% of gross rental
If cancelled after 72 hours prior to pick up: 50% of gross rental
If cancelled on the day of pick up or a fail to show on the day: 100% of gross rental
Any reservations made via the internet require a 10% deposit at the time of booking - this is a non-refundable deposit.
6. Do I have to pay a deposit when making a booking?
As mentioned above, we will take a deposit from you when you arrange the booking via the internet. Bookings that are made via the telephone will be secured with a credit card number only and full payment will be taken on the day you collect the car.
7. Can I use someone else’s credit card?
If you do not have your own credit card to hire the car you can use a family member’s or a friends card, a credit card authorisation form must be signed as an authorisation for us to use that particular card, we will require another form of ID for the credit card holder when arranging this.
8. What do I need when I collect my car?
When you come to collect your car at the office or the airport you will need a valid driver’s licence and a credit card for security.
9. Can I hire a car if I do not have a credit card?
If you do not have a credit card but you do have a Visa or MasterCard debit card you can hire a car but you will need to reduce your insurance liability (please refer to our insurance page for details).
10. Can I pick up or drop off a vehicle outside business hours? What is the procedure?
You can collect and return a car outside business hours, from any of our branches we will email you instructions on confirmation of a booking, please note this will incur an afterhours pickup fee. If you are returning to our depots we prefer you return during business hours where possible, however parking and key drops are available in Auckland, Wellington, Christchurch and Queenstown.
11. If I return the car to your Main office? Do you offer a courtesy transfer service to the airport or accommodation?
For your convenience we have an Airport Drop Off service so if you return the car to our location we will courtesy transfer you to the terminal (subject to certain times). However if you would like to return to the City you can do so and we can arrange a taxi at your cost. Alternatively you can arrange to leave the car at your accommodation and we will collect it for you – this must be arranged with Bens Auto Rentals prior to drop off parking charges may apply.
12.Do you offer free collection or delivery to accommodation and the airport?
Yes we will gladly collect you from any accommodation within the city limits. This does not apply to suburbs outside of the city centre. We do not deliver cars to the airport but we will happily collect you free of charge.
13. What if I am running late and can’t return the car at the stated time on the contract?
If you are running late for returning the vehicle, we will give you one hour’s grace. After a second hour late you will be charged an hourly rate up to 5 hours where a full day’s rental will be charged.
14. How can I make changes to my reservation?
You can make changes to your reservation at no additional cost by calling us. See the top of this page for these numbers. Outside of these areas you can direct any booking or flight changes, etc via email to bensautorentals@vincysurf.com.
15. Do you offer one way hires?
Yes, we can arrange one way hires to and from all our locations. There are minimum hire periods in place and these are dependent on the time of year and your direction of travel. On occasion we will make allowances if we need particular stock in other centres.
16. Can you guarantee an automatic or manual vehicle?
Our entire fleet is automatic, if you would prefer a manual transmission please let us know and we will do our best to accommodate your request.
17. What do I do if I have an accident?
If you are in the unfortunate event of an accident with your rental vehicle, we will ask that you do not admit liability in any circumstance, if you are unsure always obtain a police report that will help our insurance company to gauge who was at fault, we also have a complete form on the reverse of your rental agreement that will prompt you to ask the correct questions we need answered to make a claim on your behalf. All accidents must be reported to a Ben's Auto Rentals representative the day it happens, you will also have to complete claims forms with a representative at one of our branches. We do not guarantee to replace the vehicle if you are liable for the accident.
18. What happens if I breakdown?
We are very confident about the quality of our vehicles and our team of mechanics consistently do everything they can to make sure you have no problems. Please contact us at the numbers at the top of the page, you will need to quote the vehicle registration number. Please note that this policy is FREE for MECHANICAL breakdowns only.
19. Can I take the vehicle across to the islands such as Bequia?
Yes, you can take our vehicles across toBequia using the two major ferry companies. Bequia Express and Admiral. Ferry bookings can be arranged by contacting the ferry terminal via telephone.
20. What is the minimum driver age?
The minimum driver age to hire a vehicle is 21 years.
21. Can I drive on my overseas drivers licence?
We accept full valid driver’s licences from most countries. International driving licences are also accepted. We do not accept learners licenses and all licenses must be in English.
22. Can I drive off road or on the beach?
Please do not drive our vehicles off road or onto any local beaches. A minimum penalty of $2000 may apply.
23. Are maps and tourist information available?
At all branches we have a full selection of maps, complimentary tour guides, discount vouchers and activity brochures that are free of charge for your convenience.
24. Can I smoke in the car?
For the comfort of all our customers we encourage NO SMOKING in all of our vehicles. A valet charge of $200 minimum will apply.
