Frequently asked questions

The following questions are frequently asked by customers. They have been grouped by topic for ease of navigation and reading. The answers provided are intended for general background purposes and where appropriate the provisions of the rental terms shall take precedence.

FAQ quick link by topic

Reservation queries

If I change my booking details, will the price change?

Quite possibly, ACT Car Rentals will offer you the best rate based on the information provided at the time of reservation. In some cases the price may change because you have changed the conditions of your original reservation.

Is my credit card debited at the time of reservation?

No, your credit card is debited at the time of pickup only. The credit card is used to secure your booking.

Do you have a cancellation policy?

We do have a cancellation policy: 24 hours notice is required to cancel a booking, otherwise we reserve the right to charge a flat cancellation fee of $55 at the time of cancellation.

Can I purchase excess reduction after I have rented the vehicle?

No. If you declined the liabilty options at the time of rental, but change your mind, you will have to return to the ACT Car Rentals office so the car can be inspected. Once inspected and providing that there is no new damage to the car the reductions can be added to your rental agreement. These charges will be backdated to the original pickup date through to the return date. Once purchased, the reduction options cannot be removed from the rental agreement.

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Driver's responsibility

What happens if I am caught speeding?

If we receive a fine on your behalf we complete a statutory declaration and the fine is sent on to you at the address provided. We charge a $55 administration fee for all traffic infringements and this is charged directly to your credit card. It is your responsibility to pay the fine direct to the issuing authority.

What do I do if I have an accident?

Ensure everyone involved is uninjured or render assistance if required. Call 000 to seek emergency services and request police/ambulance attendance, as required. You will be required to exchange information with other parties to the accident. There is an accident report form in the vehicle glove box which should help you gather all relevant information you will need at the time and that our insurance company will require to process a claim. While you are expected to co-operate and be honest with the police and other parties, you must not admit liability. This may void the vehicle's insurance policy and leave you liable for damage to our vehicle and any other involved. Please advise us as soon as you can and ensure you accurately record what happened. If you have witnesses and photos of the scene, this will help identify who was at fault and ensure that they pay for losses, not you.

How do I pay for toll roads?

Some roads do not operate cash booths and you must call and pay for the toll on your credit card. Road signs on the motorway will show the phone number and website details of the toll road operator. Contact the toll road operator within 48 hours of your trip. If we receive a toll notice in our office then regrettably we have to charge you a $20 administration fee.

What happens if the rental car breaks down?

Our vehicles are regularly serviced and inspected before each rental to ensure that the risk of a breakdown is minimised but should this happen free NRMA 24 hour roadside mechanical assistance is available. Membership details are in the glove box. Call-outs for driver error related problems such as keys locked in the car, assistance with a flat tyre, run out of fuel or flat battery from leaving the lights on attract a service fee, plus an additional cost relating to the call out.

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Driving limitations

I want to drive to Sydney and leave the car there. Can I do that?

Sorry we are not able to provide one way rentals. We can provide details of other companies that provide this service.

My car is off the road and I'm teaching my son to drive. Can I use one of your cars for this purpose?

We can rent you a car while yours is being repaired, but our insurance does not allow learner drivers of any age. Only licensed drivers over 21 can drive our vehicles.

Where can I drive?

You may drive the vehicle in the Australian Capital Territory, New South Wales, Victoria, South Australia and Queensland (no further north than Cairns). ACT Car Rentals vehicles cannot be driven in the Northern Territory, Western Australia and Tasmania.

Can I drive my vehicle off road?

Our insurance does not cover taking vehicles off road or onto untarmacked tracks, so we strongly recommend that you do not do this as it will invalidate your insurance.

Can I smoke in your cars?

No, but smokers can use our cars, but we ask them to respect the non smokers by smoking outside. A hefty cleaning and deodorizing fee applies if evidence of smoking within the vehicle is found.

Can I take my dog with me in one of your cars?

Unfortunately no, pets are not allowed in our rental cars.

Does my car come with unlimited kilometres?

No, your ACT Car Rentals vehicle is limited to 300 kilometres per day after which a charge of 20 cents per kilometre is applied.

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Returning the vehicle

Are there extra charges if I return the vehicle late?

Yes, the following charges will be added:
      1.  up to an hour late — one-third of the daily rental rate
      2.  greater than two hours late — two-thirds of the daily rental rate
      3.  three or more hours late — a full day rental
Plus, all coverages and options will be charged at the daily rate.

Can I return the vehicle outside the business operating hours?

No, after hours returns are not available.

If I return my vehicle early can I have a refund?

Unfortunately, due to our contracts we are unable to refund any unused days or make refunds on vehicles returned early.

What refuelling options do I have?

The person hiring the car is responsible for the fuel costs. Vehicles are supplied with a full tank of fuel and must be returned with a full tank of fuel. We suggest filling up with fuel at either of the petrol stations on nearby Melrose Drive immediately before returning the car.

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