FAQs

Q. What age do I have to be to rent a vehicle?
The minimum age for all drivers is 21. Drivers aged 21 to 24 are restricted to the types of vehicles they can hire, and are subject to a daily age surcharge of $10.00. No (L) Learners or Red (P) Provisional licence holders can hire or drive any Exel Car Rental vehicles.

Q. What do I bring with me to rent a vehicle?
All hirers must provide a current valid drivers license and valid credit card in the same name. Any discount coupons or other promotional material must be presented upon arrival.

Q. When and how do I pay for the rental vehicle?
Full payment is required upon arrival for the rental duration. Credit Card details are required to confirm your payment or any reservations. Please ensure the Credit Card holder is present upon arrival with photo id. We accept Visa, Mastercard, Bankcard and Eftpos. A security deposit of $550.00 is required. American Express cards attract a 5% surcharge on any transaction due to high merchant fees.

Q. How do I pay the Holding Bond?
Exel Car Rental requires that the hirer has a valid current credit card and photo id present on arrival. A $550.00 security bond will be held by pre-authorisation using Visa, Mastercardand American Express Credit Cards. Upon close of the rental, the pre-authorisation is cancelled.

Q. Can I return the vehicle at another location?
No, you must return the rental vehicle to the same office at which you rented it from. NO ONE WAY RENTALS

Q. Can I returnthe vehicle after hours?
Only if prior arrangements have been made in writing by Exel Car Rental staff.The vehicle will remain the renters responsibility until it has been checked in by a Exel Car Rental representative the next morning.

Q Can I extend the rental duration?
You may extend your rental period, subject to vehicle availability and payment been made upon rental extension before your initial rental period expires, whether in person or by phone.

Q What happens if I return the vehicle late?
If the vehicle is returned late 30 minutes or more, $20.00 per hour late fee applies.

Q. Can anyone else drive my hired vehicle?
Only nominated drivers whose names appear on the Rental Agreement may drive. All drivers must be listed on the Rental Agreement and must present their valid drivers license upon commencement of hire. An additional driver/hirer fee of $10 per driver applies.

Q. Must I return the vehicle with a full tank of fuel?
We ask all customers to return fuel to original starting level at commencement of rental. Our office is conveniently located inside a petrol station where you can refuel upon return. We do not offer credit or refunds for returns with excess fuel.

Q. What is the cost of additional kilometres?
Additional kilometres are charged at 25 cents per km as per your rental agreement.

Q. Does the rental vehicle come with Street Maps?
We offer free tourist maps at reception. For those customers who need accurate directions, we recommend renting a GPS unit or Street Directory for a nominal daily charge.

Q. Do you hire baby seats and booster seats?
Yes, we do hire baby and booster seats for a nominal daily fee. It is the hirers responsibility to secure the seat into the vehicle.

Q Can I tow a trailer using an Exel Car Rental Vehicle?
No, you can not use the Exel vehicle to tow or push anything, this forms part of the rental agreement terms and conditions.

Q. What should I do if I have an accident?
Report the accident to the Police immediately. Ensure you take all details of any third parties, witnesses, police and tow trucks that attend the scene are recorded, then contact Exel Car Rental immediately, and we will advise accordingly. Please, DO NOT admit fault, this forms part of the rental agreement terms and conditions.

Q. Does Exel Car Rental provide 24 hours Roadside Assistance?
All vehicles are covered by NRMA 24 hour roadside assistance for the unlikely event of mechanical failure.Please note that a human error call out will incur a $50 service fee for; out of fuel, key lock out, tyre change, lights left on and battery becoming flat, or for any other event not caused by the vehicle or Exel Car Rental.

Q. What if I cancel my booking, is there a cancellation fee?
We reserve the right to charge the following cancellation fees to all confirmed bookings.
Do not turn up / Within 24hrs = $100 Cancellation Fee
24 hours to 3 days = $50.00
4+ days notice = No cancellation fee.

* Images are samples only, models may vary, subject to availability.

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