Why does the ‘daily rate’ vary and why does it change after I book?

The travel and tourism industry is seasonal and our daily rates vary according to many factors including off-peak and low-peak periods, and the availability of our vehicles, among others. The daily rate will also vary depending on the number of days you wish to rent a vehicle. For example, a seven-day rental will attract a much lower daily rate than a two-day rental.

The daily rate of your original booking will always remain the same, but the daily rental rate on additional days are subject to change when extending the length of your rental.

How do I make changes to my booking?

To make changes to your booking please email us at reservations@rentcarz.com.au

Can I cancel my booking? Are there any cancellation fees?

To request cancellation please email us at reservations@rentcarz.com.au

  • Deposit once paid is non-refundable. Cancellation fees will apply on the balance amount as follow.
  • No cancellation fees (on remaining balance) applies on our ‘Pay Later’ option.

Can I rent my car for more days than I originally booked?

Yes. However, extending your rental is subject to vehicle availability and you will be required to make an immediate payment in-person or over the phone to secure the extra days. Please contact our reservations team at reservations@rentcarz.com.au

How do I collect my car?

You will need to visit the rental office where you made your booking. Please try to arrive five minutes early so we can get you on your way as smoothly and quickly as possible.

How do I collect my car at the airport?

Car Rental offices are located a short distance from the Airport. After collecting your luggage, please phone to arrange pick-up from one of their courtesy shuttle services on 1800 474 258 or +61 (0) 7 5555 8908. Driver will be there to greet you at the designated pick-up point close to the Arrival Terminal. Your booking will be finalised following a short ride to car pickup office.

For instructions on how to find the courtesy shuttle bus pick-up point for your airport, please click on one of the links below:

Do I need to bring my driver licence with me?

Yes. You need to provide a valid, current driver licence. International drivers will need to bring a copy of their national driver licence written in the Roman Alphabet (e.g. A, B, C etc.). If your national driver licence is not written in the Roman Alphabet, you will also need to provide an International Driving Permit [IDP] as supporting documentation. Drivers from China will need to bring their national driver licence and an IDP. Chinese drivers may use a China National Certificate instead of an IDP

A copy of your driver licence will made for our records. We may also be ask for further proof of identity for verification purposes.

Can I collect my car after hours?

No. We are unable to accommodate collections outside of our normal trading hours.

I am running late to pick up my car. What do I do?

Please contact reservation team on 1800 327 826 or +61 (0)7 5555 8900.  This is important particularly over peak car rental periods where a large percentage of our vehicles are already out of rentals.   If we haven’t heard from you and we are an hour or more past your chosen pick up time, we may reassign your rental car to a last minute renter. Also if you have booked with us through a third party travel agent or car rental website it is likely we will not have contact details for you so will not be able to contact you from our end to check where you are.

Can I rent a GPS unit?

Yes. A GPS unit is a great option if you’re reluctant to use a bulky map or waste mobile data. You can add a GPS unit to your booking when picking up your vehicle or by contacting our reservations team at reservations@rentcarz.com.au

Do you have child seats?

Yes. We have a range of child restraints and booster seats for you to choose from. Please refer to details below.Please note, child seats cannot be hired individually. It is recommended that Baby and booster seats are attached to your online booking as during extremely busy periods we can run out of these.  Baby and booster seats are always set aside for customers who have pre-booked these.

Standard Baby Seat*
Suitable for newborns and children up to 18 kilograms and can be installed forward or rear facing.

ISOFIX Baby Seat*
Unlike a standard baby seat which require the use of a seatbelt to secure it in place, the ISOFIX Baby Seat is directly “plugged” into the connecting points of a vehicle. ISOFIX baby seats are suitable for newborns and children up to 18 kilograms and can be installed forward or rear facing.

Child Booster Seat*
A Booster Seat is designed to raise the child so that the lap-shoulder belt of the vehicle is correctly and safely positioned. The Booster Seat is suitable for children aged from four (4) years-old up to seven (7) years-old.

*IMPORTANT: Child Seats
It is the responsibility of the Customer to ensure the appropriate child seat or seats are selected and fitted for children travelling in the rental vehicle. East Coast Car Rentals takes no responsibility for fines, injury or death, or any other loss associated with failure to have a child seat fitted in the vehicle or failure to safely restrain children in the rental vehicle. We take no responsibility for the proper installation and/or adjustment of child seat restraints.
It is the responsibility of the Customer to comply with all mandated seatbelt and child seat restraint laws applicable to every State or Territory in Australia. Police infringements may be issued to the driver of the vehicle for any unrestrained occupants, including incorrectly fitted and adjusted child restraints.

How do I return my car?

You will need to visit the rental office where you made your booking. Please try to arrive five minutes before your booked return time so we can get you on your way as smoothly and quickly as possible.

How do I return my car at the airport?

You will need to visit the Supplier Rentals office servicing the airport. After a brief inspection of the vehicle, their courtesy shuttle service will take you directly to the designated drop-off point close to the Departure Terminal. Please note, their last courtesy shuttle service will depart 30 minutes prior to close of business.

Can I return my car to a different location?

Of course you can, we call these one-way rentals.  Returning your rental vehicle to a different location is subject to availability and a service fee will apply. This fee will vary depending on the class of vehicle and pick-up and drop-off locations.

How soon should I return my car if I’m catching a domestic flight?

Returning your car and getting you from depots in free shuttle service to Airport departures should take no longer than 30 minutes and more often less than this.  So plan to arrive at least 90 minutes prior to your flight departure time if you are flying domestically.

How soon should I return my car if I’m catching an international flight?

Returning your car and getting you from depots in free shuttle service to Airport departures should take no longer than 30 minutes and more often less than this.  So plan to arrive at least  2.5 hours before your flight departure this if you are flying Internationally, and 3 hours if you are flying into the USA.

Can I return my car early?

Yes you can.  However please note there is no refund for unused hours or days of rental previously booked unless supplier accepts extenuating or personal circumstances has caused your early return on a longer rental. Please call on 1800 327 826 or +61 (0)7 5555 8900 or visit your closest car rental suppler office

I am running late to return my car. What do I do?

Please notify drop off office as soon as possible to avoid possible charges. Also during busy periods your late return could impact on our next customer assigned to your vehicle.   Contact East Coast Car Rental reservation team on 1800 327 826 or +61 (0)7 5555 8900 as soon as practically possible to alert us to your late return.

What identification do I need to provide when picking up my car?

You will need to provide a valid, current driver licence when collecting your car. International drivers will need to bring a copy of their national driver licence written in the Roman Alphabet (e.g. A, B, C etc.). If your national driver licence is not written in the Roman Alphabet, you will also need to provide an International Driving Permit [IDP] as supporting documentation. Drivers from China will need to bring their national driver licence and an IDP. Chinese drivers may use a China National Certificate instead of an IDP.

A copy of your driver licence will made for our records. We may also ask for further proof of identity for verification purposes.

I am a local and this is my first time renting with East Coast Car Rentals. What do I need to provide when picking up my car?

First-time Customers of East Coast Car Rentals living within a 150 kilometre radius of the branch from which they are collecting the vehicle must provide a utility bill* not older than three months as proof of address. The residential address shown on the utility bill must match the address listed on the Customer’s driver license. A Holding Deposit of $1000 is also required to secure the booking and a pre-authorisation will be processed on the Customer’s nominated debit or credit card.

*A hard copy or digital version of the following utility bills are accepted forms of identification: electricity, gas, rates, water, phone and internet bills. 

Please note: previous Customers of East Coast Car Rentals are not required to provide utility bill as proof of address.

I am visiting from overseas. What identification do I need?

We will need to see a copy of your national driver licence and a copy will be kept for our records. Your driver licence must be recorded in the Roman Alphabet (e.g. A, B, C etc.). If it is not recorded in the Roman Alphabet, you will need to provide an International Driving Permit as supporting documentation.

I am visiting from China. What identification do I need?

Yes. We will need to see a copy of your national driver licence and a copy will be kept for our records. International drivers from China are also required to provide an International Driver Permit [IDP] as supporting documentation, but may use a China National Certificate [CNC] instead of an IDP.

My flight has been delayed. What do I do?

Please contact by phoning East Coast Car Rental reservations team on 1800 327 826 or +61 (0)7 5555 8900. We will do our best to accommodate you in the event of a delayed flight and can have staff stay beyond their normal closing time to greet you. But in some cases it may be necessary to move your booking forward to the following morning. If we have not heard from you in advance though our branch will shut at its normal closing hour so please call us before you board your delayed flight.

My flight has been cancelled. What do I do?

Please contact reservations team on 1800 327 826 or +61 (0)7 5555 8900. They will do their best to accommodate you in the event of a cancelled flight and can have staff stay beyond our normal closing time to greet you. But in some cases it may be necessary to move your booking forward to the following morning. If we have not heard from you in advance though our branch will shut at its normal closing hour so please call us before you board your rescheduled flight if it is the same day.  Note also that during busy periods if we have not heard from you and there is a possibility that the vehicle previously assigned to your rental could be assigned to a new customer.  This becomes more likely the longer the period elapsed between the pick up time we have for you and your revised pick up time or date.

Can more than one person drive the car?

Yes. However, any additional driver or drivers must present their driver licence on collection of the vehicle. If you wish to add another driver to your rental after collecting your vehicle, you will need to phone our reservations team on 1800 327 826 or +61 (0)7 5555 8900. You will then be asked to email a copy of the additional driver’s licence (front and back) for verification purposes to res@eccr.com.au. The additional driver is not permitted to drive until confirmation is received from reservations team. Additional drivers incur a one-off charge per driver for each rental booking.

How old do I have to be to rent a car?

You must be at least 21 years of age. An underage driver surcharge will apply to those drivers aged between 21 to 24 years old.

Can I rent a car if I have a Provisional Licence?

Yes. Australian drivers holding a Provisional Licence (P-plate) can rent a car under the following conditions:

  • The provisional driver must have held his/her licence for a minimum period of 12 months
  • A P-plate must be displayed on your rental vehicle at all times and in keeping with the rules and regulations of the state you are driving in
  • The Customer must purchase the Loss Damage Waiver [LDW] protection option at the time of collection of the vehicle
  • An age surcharge applies to all provisional drivers aged between 21 to 24 years-old and must be reflected in the Rental Agreement at the time of collection of the vehicle
  • The Customer must abide by the restrictions applied to their provisional licence at all times

Can I drive a rental car if I have a Learner Licence?

No. Drivers holding a Learner Licence are not permitted to rent or drive vehicles with East Coast Car Rentals.

Can I rent a car for a driving test?

No. Rental vehicles are not permitted to be used for the purpose of a driving test.

Can I tow a a trailer, boat or anything else?

No. Vehicles are not fitted with tow bars and are not permitted to tow any other vehicle, boat or any other item capable of being towed.

Can I smoke in the car?

No. Customers are not permitted to smoke in the rental vehicle and a cleaning fee will be charged to the debit or credit card on return of the vehicle.

Is there anywhere I am not allowed to drive? Can I drive on the beach? Can I drive up to the snow?

Not all parts of Australia are suitable terrain for a rental vehicle and for your own personal safety and to reduce liability of damage to the vehicle, we enforce strict conditions that limit use. Driving on any unsealed roads, including the beach and above the snow line in alpine regions, is strictly prohibited. For a comprehensive list of restricted and prohibited areas of use, please see our Booking Terms and Conditions.

My car has broken down, what do I do?

Please phone roadside assistance on 1800 648 058.

For further details on our Premium Roadside Assistance Package please see our Booking Terms and Conditions

I have locked my keys in the car, what do I do?

Please phone roadside assistance on 1800 648 058.

For further details on our Premium Roadside Assistance Package please see our Booking Terms and Conditions

I have locked my keys in the car, do I have to pay for roadside assistance?

Standard breakdown service does not cover you in the event of a lock-out and a call-out fee will apply. For further details on our Premium Roadside Assistance Package please click here

My battery is flat, what do I do?

Please phone roadside assistance on 1800 648 058.

For further details on our Premium Roadside Assistance Package please see our Booking Terms and Conditions.

I left the headlights on and now the battery is flat, do I have to pay for roadside assistance?

Standard breakdown service does not cover you if you have left the headlights on and the battery is flat. For further details on our Premium Roadside Assistance Package please click here.

I have been in an accident, what do I do?

Please ensure the safety of all passengers in the vehicle and any other individual involved and report the accident to Police immediately. It is important to collect the details of all parties involved, including:

  • a driver licence number;
  • vehicle registration plate;
  • details of the accident;
  • witness statements

We recommend taking a photograph of the driver licence of all drivers involved and recording photographic evidence of the accident including damage to the vehicle or vehicles. Please be mindful of your safety and the safety of others at all times. Our staff are here to assist in the event of an accident on 1800 327 826 or +61 (0)7 5555 8900.

I have purchased an insurance or damage cover policy elsewhere. Will this cover me if I have an accident or do I need to purchase a liability waiver through you?

We are unable to advise on individual policies purchased through third-party insurers or car rental booking agencies and we strongly recommend you read the terms and conditions before making a purchase.

We are unable to act on your behalf if you wish to make a claim against your personal insurance in the event of an accident or damage to one of our rental vehicles, this will need to be handled by the company providing your cover.

Please note that a third-party insurance or damage cover policy does not reduce your liability with East Coast Car Rentals and an excess fee in the event of an accident or damage to the vehicle while in your control will still need to be charged. It is also important to note that East Coast Car Rentals will also need to charge (pre-authorise) our standard holding deposit of AU$1000.00 if you have a third party insurance or damage cover and have not purchased either our own Loss Damage Waiver or our Premium Loss Damage Waiver options.

A Holding Deposit is a temporary hold of funds on your debit or credit card. We do this by placing a pre-authorisation on your debit or credit card as security until the safe return of your vehicle. East Coast Car Rentals does not hold these funds, they are held by your financial institution. On safe return of the vehicle, we will immediately cancel the pre-authorisation. It is then up to your bank to release these funds back into your account or onto your credit card. The release of these funds is entirely the responsibility of your financial institution and times can vary. We recommend contacting your financial institution for further information on their pre-authorisation processing policy.

We recommend purchasing our Loss Damage Waiver or our Premium Loss Damage Waiver to reduce your financial risk.

I have been charged $71.50, why?

You have incurred a traffic infringement or parking fine while driving your rental car. An administration fee of $71.50 has been charged by Car Rental Supplier to your debit or credit card to process the infringement with the relevant authority and a notification email has been sent to the email address listed on the rental booking. This charge is in addition to the infringement amount that will also need to be transacted.  For further information please read our Rental Agreement Terms and Conditions

I have been charged $85.00, why?

This charge will be because our roadside assistance service has attended to your vehicle in Queensland. East Coast Car Rentals covers every vehicle at East Coast Car Rental’s expense for mechanical breakdown. For all other roadside assistance services, like a key lock out or need for roadside refuelling, a call-out fee of $85.00 applies and a notification email is sent to the email address listed on the rental booking advising of the charge.

Purchasing our optional Premium Roadside Assistance, negates the need for this additional call out fee.  To read about all of the inclusions and scenarios this optional package covers  please click here

I have been charged $110, why?

Our roadside assistance service has attended to your vehicle. East Coast Car Rentals covers every vehicle for mechanical breakdown. For all other roadside assistance services, a call-out fee of $110.00 applies and a notification email is sent to the email address listed on the rental booking advising of the charge.

For further details on our Premium Roadside Assistance please click here.

Why have I been charged a refuelling fee?

Your vehicle was returned with less fuel than was recorded at the time of collection. All of our vehicles are given to customers with a full tank of fuel and should be returned with a full tank of fuel. A refuelling service fee will apply to those vehicles returned with insufficient fuel, this is in addition to the cost of the replacement fuel needed to get your rental car back to a full tank for our next customer.

We understand also that sometimes our customers choose to return their rental cars with less than a full tank of fuel, e.g. if they are running late for a flight.  We keep our refuelling charges at a fair and reasonable rate because of this.

Why have I been charged a cleaning fee?

All rental vehicles should be returned in the same condition they were rented in. Your returned vehicle did not meet our standard of cleanliness and a fee of $110.00 has been charged to your debit or credit card for additional cleaning. Excessive pet hair and sand, dirt could incur a cleaning fee.  Cigarette smoke will always attract a cleaning fee as removing these odours from our rental cars before our next customer requires detailed cleaning and specialised chemical treatments.

What is a Holding Deposit?

A Holding Deposit is a temporary hold of funds on your debit or credit cardwhich is done by placing a pre-authorisation on your debit or credit card as security until the safe return of your vehicle. East Coast Car Rentals does not hold these funds, they are held by your financial institution. On safe return of the vehicle, they will immediately cancel the pre-authorisation. It is then up to your bank to release these funds back into your account or onto your credit card. The release of these funds is entirely the responsibility of your financial institution and times can vary. We recommend contacting your financial institution for further information on their pre-authorisation processing policy.

What is a pre-authorisation?

A pre-authorisation is a temporary hold of a specific amount of the available balance on a debit or credit card. The pre-authorisation is not a charge and no funds are debited from your account.

When will my Holding Deposit be returned?

Times can vary and depend on the policy of your financial institution. We recommend contacting your bank for further information.

Can I drive on toll roads? How do I pay for toll road charges?

Yes, you can drive on toll roads in your rental car. Cars are tag-less and the licence plate is captured to identify when a toll road is used. When you rent with the car from us you agree to pay all toll costs including the applicable charge for the toll road used as well as a service fee of $1.10 (incl. GST) for each toll charge. East Coast Car Rental will debit your nominated card as soon as practicable after the relevant toll fees are incurred. Please note that fees will not be immediately charged once you have used the toll road. You will receive a tax invoice sent to the email address listed on the booking from East Coast Car Rentals detailing the toll amounts and administration fees.

How are my personal details protected?

All personal data collected throughout the rental process is protected on a secure server. Our server uses 128bit SSL technology and works by encrypting all communications between your computer and the server so that information cannot be intercepted.

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