Frequently Asked Questions

1. What do your rates include?

Our rates include GST, Standard Insurance, 24 Hour AA Roadside Assistance and Unlimited Kilometres. Our insurance is subject to an excess (please refer to our insurance page for details)

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, American Express, Diners Club, Traveller’s Cheques and EFTPOS. A yellow 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 eftpos 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. Available also to transfer to immediate family members. Please note the hire must be of greater value than the credit.

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 presign 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, we cannot hire a car to you.

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 airports in the major centres we will email you instructions on confirmation of a booking, please note this will incur airport parking charges for after hours pickups. We can also arrange to presign paperwork with you to have your car waiting at your accommodation for your arrival. Vehicles can be left at the airports, hotels and motels 24 hours a day and we will explain drop off procedures with you on collection of your car. 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 and Christchurch.

11. If I return the car to your city offices? Do you offer a shuttle service to the airport or city accommodation?

For your convenience we have an Airport branch in Auckland, Christchurch and Queenstown so if you return the car to one of these locations we will shuttle you to the terminal (subject to certain times). However if you would like to return to the Auckland City branch you can do so and we can arrange a taxi at your cost. On occasion if we are heading in the direction of city accommodation in Auckland, Wellington, Christchurch or Queenstown we will be more than willing to take you with us. Alternatively you can arrange to leave the car at your accommodation and we will collect it for you (Parking charges may apply).

12. Do you offer free collection or delivery to accommodation and the airports?

Yes we will gladly collect you from any accommodation within the city limits in Auckland, Wellington, Christchurch and Queenstown. This does not apply to suburbs in Auckland, Wellington, Christchurch and Queenstown that are outside of the city centre. If you are outside these areas please do your best to get to the city centre and we can arrange to collect you from there. We do not deliver cars to airport accommodation in Auckland 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 half a days rental, and after a third hour late you will be charged a full days rental.

14. How can I make changes to my reservation?

You can make changes to your reservation at no additional cost by calling us on the freephone numbers from Australia, United States, United Kingdom and New Zealand located on the home page of our website, outside of these areas you can direct any booking or flight changes, etc via email to info@gorentals.co.nz.

15. Do you offer one way hires?

Yes, we can arrange one way hires to and from our four locations, there are minimum hire periods in place, 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?

The majority of our fleet is automatic, however we do have some manual vehicles across a few car groups, 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 Go Rentals representative the day it happens, you will also have to complete insurance 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?

Go Rentals has a no breakdown, money back guarantee that states if you do breakdown we will repair or replace the car within 24 hours or you will receive your money back in full. This guarantee is to protect you against any mechanical problems that may incur during your hire. 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. In the event of a breakdown we guarantee to have the problem resolved or totally replace your vehicle inside 24 hours. If we fail to keep this promise we will give you all of your money back. We are still the only rental car company in New Zealand that offers this guarantee.

19. Can I take the vehicle across Cook Strait?

Yes, you can take our vehicles across the Cook Strait using the two major ferry companies. Bluebridge and Interislander. Ferry bookings can be arranged by representatives via email or telephone on your behalf.

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.

22. 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 $2000 could apply.

23. Are maps and tourist information available?

A full selection of maps, complimentary tour guides, discount vouchers and activity brochures are included free of charge for your convenience.

24. Can I smoke in the car?

For the comfFor the comfort of all our customers we encourage NO SMOKING in all of our vehicles. A valet charge will apply, minimum $200.