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Frequently Asked Questions

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Frequently Asked Questions2022-05-09T17:43:59+12:00

Renting FAQs

What is your cancellation fee?2022-05-09T16:53:47+12:00

Until 14 days before pick-up, no cancellation fee applies:

1. $200 – within 14 days of pick-up

2. 50% – within 7 days of pick-up

3. 100% – same day or no show cancellation

What is your Covid policy?2022-05-06T16:06:34+12:00

In case of a positive covid test – within 7 days of your pick-up date – we will transfer your deposit into a credit note. The credit note has no expiry date.

Are your campervans self-contained?2022-05-09T16:53:02+12:00

All our campervans come as self-contained option; you can book a self-contained campervan by renting a porta potti from us for $50/rental – this will ensure that your campervan is self-contained. If you would like to find out more about self-contained campervans and freedom camping please action our Freedom Camping knowledge base…

Can I pick up/drop off my vehicle outside of office hours?2022-05-06T16:16:32+12:00

We do offer pick ups and drop offs outside of our office hours. To arrange a pick up or drop off outside of our hours, please contact our reservations team at reservations@travellers-autobarn.com or 0800 348 348 to be assisted when making your booking. Please note these services are only offered out of Auckland & Christchurch!

What do I do when my campervan breaks down?2022-05-06T16:17:37+12:00

Travellers Autobarn vehicles are maintained and serviced regularly, unfortunately this doesn’t prevent the occasional mechanical malfunction or breakdown.

In the event you experience any problems, even minor, you must contact our Customer Care team for further assistance. If immediate assistance is required, it is best to phone us.

Australia: 1800 674 374

New Zealand: 0800 348 348

USA (+1) 800 469 4790

Minor mechanical repairs costing less than $100 may be undertaken without contacting us for authorisation and will be reimbursed when you return the vehicle, receipts must be provided as proof, or we are unable to refund you.

How does the bond/excess on a rental vehicle work?2022-05-06T17:26:28+12:00

When it comes to security bond options it can get quickly very confusing…so let’s talk about it and provide as much information as we can for you.

Basically, the security bond is how much you need to have available on your Visa/Mastercard credit card (please note that we don’t accept cash cards) at the time you hire your vehicle.  We will pre-authorise this amount, which means placing a hold on the funds for approximately 14 days, we do not actually deduct the funds at this time.

In the event your vehicle or third-party property is damaged, the amount of the security bond will be deducted from your credit card account and you will need to pre-authorise a 2nd security bond before you continue with your hire.

You can choose different options to reduce the amount of your security bond as outlined below.

IMPORTANT: In the event any damage is caused to your vehicle or third-party property by you breaching our Terms and Conditions or the damage is caused due to one of the Exclusions listed below, the amount that is payable by you could be in excess of the security bond that you have chosen.

Standard Protection – $0/day – $3000 Security Bond

If you choose our Standard Protection package your security bond is $3,000. This is our default package and is included in your daily hire rate. On pick-up we will freeze the amount of $3,000 on your credit card for approximately 14 days from the pick-up date.

Under this option, you will also be responsible for the full cost of damage caused by Single Vehicle Rollovers or the market value of the vehicle if a Write Off up to a maximum amount of $50,000.

Midway Protection – $20/day – $1500 Security Bond

If you choose the Midway Protection package your security bond is $1,500. To reduce your security bond to $1,500 you need to pay an extra $20 per day (for the 1st 50 days only – afterwards it is for free). On pick-up we will freeze the amount of $1,500 on your credit card for approximately 14 days from the pick-up date.

Under this option, you will also be responsible for the cost of damage caused by Single Vehicle Rollovers or Write Offs up to a maximum amount of $10,000.

Protection Plus – $30/day – $0 Security Bond

If you choose the Protection Plus package your security bond is $0. To reduce your security bond to $0 you need to pay an extra $30/day (for the 1st 50 days only – afterwards it is for free). On pick-up we will take an imprint of your credit card – no amounts will be frozen on your credit card.

This Protection Plus package also includes cover for single vehicle roll-overs and write-offs (something many other rental companies don’t cover).

Exclusions

At all times the Hirer is fully responsible for all fees, damages, expenses and/or costs for:

  • Loss or damage caused by or resulting from a breach of the terms of this Agreement by the Hirer (including any authorised driver).
  • Loss or damage caused due to use of the Vehicle in contravention of clause 11, 22 or 25 of this Agreement.
  • Damage caused to the Vehicle by not driving in a prudent and cautious manner.
  • Damage caused to the Vehicle by driving on unsealed roads or beach driving.
  • Damage caused to the Vehicle in any way by part or total water submersion including in flood water, river water, salt water, or any other source of water.
  • Damage caused to the Vehicle by the Hirer’s wilful conduct or reckless e.g. sitting or standing on the bonnet or roof of the Vehicle.
  • Damage caused to the Vehicle due to use of incorrect or contaminated fuel.
  • Damage caused due to the use or misuse of snow chains.
  • Damage or loss caused to any personal belongings.
  • Damage to the awning, overhead (roof) or under-body of the Vehicle.
  • Damage caused to the Vehicle because the Hirer has failed to perform tyres checks and maintain all fluid and fuel levels or failed to immediately rectify or report to us any defect of which you become aware.
  • All costs to replace keys which have become lost, broken, damaged, stolen or of retrieval of keys which been locked in the Vehicle, or where the Vehicle has been stolen due to it being unlocked.
  • Loss or damage caused where it is deemed by local authorities to have been careless or wilful in failing to comply with any legislation or regulation controlling vehicular traffic, resulting in damage to the hired Vehicle and/or Third-Party Vehicle or any other property.
  • Damage caused by the Hirer’s failure to take reasonable measures for the safety of the Vehicle, its parts or accessories, or failure to comply with all restrictions on the use of the Vehicle or otherwise abuse or misuse of it.
  • The cost of recovering the Vehicle in the event it becomes stuck or bogged in wet ground, sand or mud.
  • Damage to or loss of personal belongings of the Hirer or any other person within the Vehicle

For more details on all our Security Bond Options and Exclusions, please refer to our Terms and Conditions

Does Travellers Autobarn have any road trip guides or planners with suggested places to visit?2022-05-06T16:17:24+12:00