FAQ
1. General/Reservation Questions
2. Area of use limitations
3. Accidents or breakdowns
4. Excess Reduction
5. Accessories
6. Fuel
7. Payment methods and options
1. General/Reservation Questions
Q. What do I need to bring with me to the rental office to rent a vehicle?
A. The following items are required at time of pick:
Credit Card (Please refer to our section on debit cards for acceptance conditions)
Drivers License: License or license copies of additional drivers must be sighted.
Additional Documentation (Where you have been requested to provide additional documentation by the reservations team)
Q. Is there a charge if I cancel my reservation?
A. There is no charge if reservations are cancelled 48 hours prior to your pickup date.
Q. How do I reduce/extend my rental and will it change my rate?
A. To extend your rental, you must contact our office. Any changes in your rental may change the rate.
Q. Can I rent a car with an International driver’s license?
A. If you have a valid International Drivers Licence or a Licence which is in English then you are able to drive in Australia. You are unable to drive in Australia if your Driver's licence is in another language other than English and you do not have a valid International drivers licence. Your International driver’s license must include a photo of yourself and you will be required to present your passport with your license.
Q. Can I carry pets in my rental vehicle?
A. Pets may only be carried in rental vehicles with prior arrangement with the rental office. If permitted please be aware that additional cleaning costs may apply.
Q. How old do you have to be to rent a car?
A. The minimum rental age is 21. However you do require a full license. Please contact our reservations team on (02) 8436 7700 for further information.
Q. Is there an additional charge if there will be more than one driver?
A. There are no surcharges for additional drivers who meet our minimum age and licence requirements.
2. Area of use limitations
Q. Can I drive the car outside New South Wales?
A. If you wish to drive outside of New South Wales or the Australian Capital Territory, you must inform our rental office at the time of reservation.
For passenger vehicles, areas of use limitations do apply. However exceptions may be granted by prior arrangement with our reservations team. Please call or email us for further information.
3. Accidents or breakdowns
Q. What should I do if I have an accident or the vehicle breaks down?
A. First contact the police to complete an accident report and immediately contact our rental office. If it is after hours, please contact a roadside assistance company. If the call out is as a result of an error by the renter e.g. lights being left on leading to a flat battery the cost of call out will be passed on to the renter.
4. Excess Reduction
Q. Can I take out Excess Reduction at the time of rental?
A. Yes. If you have declined Excess Reduction at the time of your reservation, and you change your mind, you are able to take out Excess Reduction prior to collection of your vehicle.
Q. What if I decline Excess Reduction?
A. If you choose not to purchase Excess Reduction then you will be liable for the full cost of the excess that is applicable on your rental, irrespective of fault
Q. Are Excess Reduction coverage and rates always the same?
A. Excess Reduction coverage and rates will vary depending on the type of vehicle rented and the age of the driver renting.
Please note in the event of Utilities and Trucks, excess reduction excludes any damage to or by the tray or pantech of the vehicle.
5. Accessories
Q. Can I rent a GPS Unit?
A. Yes. For an additional $5 per day, (capped at $99), we provide new NAVMAN™ GPS units ensuring reliability and up to date functionality.
Q. I'm travelling with a child. Do I bring my own child safety seat?
A. Yes. Unfortunately we do not provide baby seats. However we are able to recommend a local business that specialises in baby seat hire. This ensures that you are always receiving up to date equipment, information and advice.
Q. Can I rent moving accessories?
A. Yes. Orana has a wide range of moving accessories available such as trolleys , hydraulic lifters and packing blankets. These can be rented at an additional cost however are subject to availability.
6. Fuel
Q. Do I have to re fuel the vehicle prior to my return?
A. Yes. The vehicle will be provided with a full tank and should be returned with a full tank.
If you prefer not to fill the vehicle, we are able to fill it for you however a higher than pump rate is charged to cover our costs as we do not have fuel pumps on site.
7. Payment methods and options
Q. Why do rental car companies ask for a credit card?
A. Rental companies need to know that their renters are credit-worthy, to minimise vehicle damage and losses. Credit cards and valid drivers' licences usually provide the only information we have about our renters.
Q. What charges are applied to my credit card upon pick up?
A. The total cost of the hire is charged on your credit card on pick up. Any extensions are also charged in advance at the time of extension.
Q. Are there any other payment alternatives?
A. Unfortunately we only accept payment via credit card including Visa, Master Card and Amex (There is 3% surcharge on all Amex transactions).
We do not accept cash or cheque payment.
Q. Can I use a debit card?
A. You may be able to use a MasterCard or Visa debit card in some instances however additional conditions do apply. If you are planning to use a debit card please contact our reservations team for further information.