Car Hire Questions & Answers

Cancellation Fees Explained

 

Please refer to our booking engine for cancellation rates of your rental. Most bookings can be cancelled within 48 hours of making the reservation, free of charge.
 

IMPORTANT

- It is the responsibility of the consumer to personally cancel any other ancillary product that they may have purchased in conjunction with their vehicle reservation, (e.g. LOSS DAMAGE WAIVER EXCESS REIMBURSEMENT INSURANCE through third parties like insurance4carhire.) In the event that you cancel or amend a credit/debit card booking CarTrawler will not be liable for any monetary losses suffered by you as a result of a change in monetary exchange rates between the time of your original booking and its subsequent cancellation or amendment (as applicable).
 
In case you need to cancel a booking, you can call Car Trawler reservations centre or cancel online.
 

Is your web site secure?

Our booking engine is protected with a 128bit industry standard security system for credit card transcations. It is highly secure, and consistent with the security used by other retailers in this industry.
 

Which company am I booking with?

We work with the most reputable companies and our state-of-the-art booking system compares the rates of each vehicle group and presents you with the cheapest rate possible. A compact vehicle might be cheaper with Avis but a full size vehicle may be cheaper with Hertz. Therefore, the details of the company used for your rental will be sent to you by an email voucher.
 

How will I know if the vehicle I want is available? 

Because we have free-sale agreements with most suppliers, in many cases your booking will be confirmed as soon as you book online. Occasionally, we need to seek confirmation direct from the supplier, which takes around 24 hours. Then we send you the confirmation email and voucher. To ensure your booking is confirmed and your travel proceeds smoothly, we strongly advise you to book at least 3 days in advance, especially around weekends and holidays.
 

Are additional drivers free of charge?

In some cases additional drivers are free of charge. To check, you need to read the conditions of your particular rental. Please obtain a quotation online and then click on the 'Rate Details' link next to the vehicle group you are interested in, and read these for extra driver fees, if any.

 

What do I do with the voucher I received?

Print the voucher and present it at the rental desk at the time of the pick up. IMPORTANT: If you do not present the voucher at the time of pickup, you may have to pay the deposit amount again or your rental may not be honoured. Email us if you lose your voucher and we will promptly send you a new one.
 

I am picking up from an Airport location but I don't have my flight information. How can I book?

Under 'airline' you should enter 'Not in the list'. If you don't know your flight number you can enter: 'TBA'. You can email us the details later, when they are confirmed.
 

What if I return the car early?

We do not refund fees for unused rental days.
 

What if I want to keep the car longer than originally planned?

You can negotiate an extension to your rental directly with the supplier by telephone. However, you should note that you will probably need to pay a higher daily rate for the extension than the daily rate at which you originally booked the vehicle. Check the daily cost of any extensions with the supplier and make sure you agree on a drop off time, as late drop offs usually incur an extra 24 hour rental fee, at a high daily rate.
 

How close to the pick-up time can I make a booking?

Our booking engine won't accept bookings with less then 24 hours to pick-up time, as we need at least one business day to process bookings. We strongly recommend you book at least three days before pick-up time, especially around holidays and weekends.
 

I booked online but I haven't received anything. What should I do?

Check your emails carefully, including your spam or junk email box. Our system will automatically generate a booking number as soon as a booking is made. The system will send you an email confirming your rental details, along with the booking number. Please note that incomplete bookings (incomplete driver name, flight information, etc.) will mean we are unable to confirm your booking and all your details will be deleted. It is important that you complete all fields in the booking form accurately. If you filled in the booking form incorrectly and did not receive a booking number instantly, please commence a new booking.
 

Child safety & Booster Seats

Child Safety & Booster Seats are usually available and comply with the child restraint laws of the country in which you're renting the vehicle. You should also familiarise yourself with local child restraint laws, including ages and weights of children and which kind of restraint is required. You are responsible for ensuring that you comply with these laws. Since child restraints and booster seats may be limited, you should specifically reserve them at the time of your booking. Suppliers do not necessarily have infant or booster seats available at all pick-up locations if not booked in advance.

 

Things to consider before booking...

Don't wait! Quoted rates are only snapshots for reservations made on a particular day and may change quickly, according to availability, level of bookings and other factors. Please be considerate and cancel your booking if you change your plans. Please ensure you have functioning anti-virus software for online shopping. Also, note that our site is spyware, advertisement and virus free.
 

Can I reserve a particular make and model of car?

No. When you book through our website, you are reserving a car from a group of equivalent vehicles, not necessarily a specific make or model. We guarantee that you will receive a car from the group you booked, or if that it not possible, you will receive a car from the next group up (ie, free upgrade.)
 

What time do I need to return the vehicle? Beware of the 24 hour clock!

Our rental system is based on 24 hour blocks of time. If you pick up on Wednesday at 9am, but arrange to return the car on Thursday at 10am, you will be quoted and charged for 2 days rental, since your rental period exceeds 24 hours. When comparing rates, keep the 24 hour clock in mind. Also remember that returning the car late will probably mean that you incur at least another 24 hours rental fees.
 

Things to consider when you collect your vehicle...

 

Do I need to buy any cover, insurance or excess damage waivers at the counter?

You may be offered additional insurance (e.g. Personal Accident Insurance) at the time of arrival. However, these are entirely optional and at your discretion.
 
It's a good idea to inspect the vehicle before leaving the depot. Any damage or unusual scratches should be noted on the contract before you leave. You may need to go back to the rental office to have this acknowledged in writing. Some suppliers take a very hard line policy regarding pre-existing damage.

 

Unlimited mileage?

All our suppliers offer unlimited mileage for most rentals. However, some remote pickup locations may involve a limitation. Check rental terms and conditions for details.
 

What are the fuel charges?

Fuel policies vary among suppliers. Generally you are expected to return the vehicle full of fuel, but check conditions with staff at pick-up.
 

Is there an age limit? Am I too old? Too young?

Age restrictions differ from country to country. Surcharges or restrictions may apply to drivers under 25 years old and between 70-75 years old. The main driver needs a full and valid drivers licence (not probationary) and a major credit card in the same name.
 

Do I need a credit card?

Yes. All our rental car agencies accept only major credit cards (Visa & Mastercard) and do NOT accept debit cards or cash. You will need to show a credit card as security for fuel or late fees when you collect your rental vehicle.


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