Frequently asked questions

What do I need when I collect my vehicle?

When you come to collect your vehicle you will need a valid, full driver’s licence.

Can I use my overseas drivers licence?

Yes, however, if your drivers licence is not printed in English you will need to arrange for an International Drivers Licence. You must be over 18 years of age to hire a vehicle.

If you are hiring one of our vehicles on an International Licence, we recommend you check out the New Zealand Road Code by visiting who offer a free road code quiz. This quiz is a great way to get yourself up to speed with New Zealand road rules.

Do you charge a bond for your vehicles?

We do not charge a bond provided the hire is secured or paid for by credit card and one of the following insurance covers is bought: Silver, Gold & Platinum. If you decide to buy the Bronze insurance cover or are unable to supply a credit card, a bond of $250 will be required at the start of your hire. This bond can be paid by cash, Eftpos or debit card.

Do I need to put a deposit on my booking?

We require a 50% deposit on all bookings between 01 May to 30 September. This is paid at the time of booking to secure your reservation. If you would prefer to pay in full for your hire at the time of booking please advise our Reservations Team by phone or email.  From 01 October to 30 April full payment is required on all bookings in peak season.

Some classes of vehicles including tail-lift trucks and minibuses require 100% deposit at the time of booking to secure your reservation.

Do you offer after-hours pick-up at your airport locations?

Yes, we offer 24/7 service at our airport locations

Can I return my vehicle/trailer early? Will I receive a refund?

You can return your vehicle/trailer earlier than the stated end date/time on your contract, however, we will not process a refund for the unused days/hours.

Can I extend my hire?

Yes, however, this will depend on availability. We cannot guarantee any extension but will do our best to accommodate your request.

If I cancel my hire after booking what are the procedures?
We have a set of principal cancellation rules that apply to our business:

If cancelled up to 14 days prior to pick up – No Fee
If cancelled up to 7 days prior to pick up – 25% of Total Rental
If cancelled 6 to 1 day prior to pick up – 50% of Total Rental
If cancelled on the day of pick up or no show – 100% of Total Rental
If a vehicle or trailer is returned early for any reason whatsoever – No refund applies
If a 50% deposit has been charged to a credit card over our summer season period (01 October to 30 April), if cancelled within any given timeframe and for any reason whatsoever – No refund applies

What do I do if I have an accident?

If you are in the unfortunate event of an accident with your rental vehicle and a third party 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 ask you complete an Accident Form which can be found in the vehicles glove box. This will prompt you to ask the correct questions and to gather the relevant information we need to make a claim on your behalf. All accidents must be reported to a Hireace representative the day it happens. You will also have to complete an insurance form with a representative at one of our branches. We do not guarantee to replace the vehicle if you are liable for the accident.

What should I do if the vehicle has a breakdown?

All of our vehicles are covered by the Automobile Association (AA) 24-hour roadside assistance service for any vehicle-related breakdowns. In the event that you need roadside assistance, please call the AA free phone number 0800 734 543.. Please give them your vehicle registration plate number and provide directions to help them locate you.
If the AA is unable to assist you, please contact us on 0800 00 11 22.

IMPORTANT TO NOTE: For non-mechanical (driver error) callouts, you will need to pay the applicable fee directly to the AA prior to their attendance.

Mechanical breakdowns covered by the AA Roadside Assistance service include the following:
  • Engine faults
  • Electrical faults
  • Cooling system
  • Vehicle recovery
For all Non-Mechanical breakdowns, the Automobile Association will charge you the relevant call out fees. Non-mechanical breakdowns include, but are not limited to, the following:
  • Running out of fuel
  • Refilling the vehicle with the incorrect fuel (i.e. putting diesel in instead of petrol)
  • Damage to wheels and/or tyres
  • Losing the keys or locking them inside the vehicle
  • Having a flat battery due to the ignition or lights being left on
  • A breakdown as a result of damage caused in an accident, including salvage

Can I drive off-road or on the beach?

Do not drive our vehicles off road or onto any New Zealand beaches. A minimum penalty of $2,000 may apply.

Can I smoke in the car?

For the comfort of all our customers, we encourage no smoking in our vehicles. A minimum cleaning fee of $100 will be charged.

Do I need to re-fuel the vehicle?

Yes. You are responsible to pay for all petrol or diesel used in the vehicle during the period. You are also required to refuel the vehicle immediately prior to return. It is useful to maintain receipts to avoid refuelling charges.

For customers

Special Terms and Conditions apply to customers. Please visit website for details.


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