Updated September 2, 2017
Each driver is required to provide to us a current Drivers Abstract prior to the day of rental. We will review the abstract for any major infractions (no major moving violations, DUI convictions, or similar infractions) and determine whether the driver is qualified to rent.
We will only hand car keys over to the driver. Driver must be present upon pick up of vehicle. Any additional drivers will undergo the same screening process and must be cleared before the vehicle will be released to the driver.[/vc_toggle][vc_toggle title=”Can I add an additional driver?”]Additional drivers may be listed on your Rental Agreement at no additional charge. Each additional driver must be present at the time of delivery, must submit a valid driver’s license and current Drivers Abstract in advance, and will be subject to the same age, licensing and driving-record restrictions as the primary renter.[/vc_toggle][vc_toggle title=”I am an International Renter, am I eligible to rent?”]Vehicles are available to international visitors with a valid passport and driver’s license from their home country. International renters must purchase their own coverage with values high enough to cover the full value of the rented vehicle. International renters may be subject to a higher security deposit ($5k – $15k, depending on vehicle).[/vc_toggle][vc_toggle title=”How does the insurance work?”]As you can imagine, all renters must carry insurance (liability, comprehensive, and collision) to cover damages to the vehicle in the event of an accident. The insurance must cover the full value of the vehicle you will be renting. We will verify with your insurer that your policies are active. All renters are also required to purchase daily ICBC Rental Insurance from us at a rate of $59/day to ensure that yourself and our vehicles are properly protected.
We may, depending on the car being rented, require additional insurance coverage to be purchase by you. Please contact us for more information on this[/vc_toggle][vc_toggle title=”Can you deliver and pick me up?”]Absolutely! We offer complimentary pick-up/drop-off services from various locations throughout the Metro Vancouver Area (YVR, BC Ferries, Helijet, Harbour Air, and majority of hotels in the Metro Vancouver Area). Check out our Pick-Up /Drop-off Locations page for more details.
All pick-up & delivery arrangements must be confirmed at least 24 hours in advance in order to guarantee on-time service. Any changes to pick-up or delivery times/locations with less than 24 hours notice may incur an additional transportation fee.
We will do our very best to get you the vehicle when and where you want it, however if you change the pick-up/delivery time after we’ve scheduled our staff, we may have to charge an additional transportation fee.[/vc_toggle][vc_toggle title=”Can I rent a vehicle for only a few hours?”]Unfortunately, no, as the cost to prep/deiver/pick up is too high to cover an hourly rate.
We understand that many of our clients only have a need for a vehicle for a time period of less than a day, however by renting it to you for even 10 minutes, we are eliminating the possibility that we can rent the car to another customer. So in essence, we are giving up the car for the full day regardless of how long you use it for. As such, we must charge for a full day.[/vc_toggle][vc_toggle title=”Can I rent a vehicle for just one day on the weekend?”]Very sorry, but unfortunately no. This is due to the very high demand we get for weekend rentals. We cannot offer a guaranteed one-day rental on a Friday, Saturday or Sunday in advance. Basically, if we guarantee it to you for just a day, we’re giving up the chance to rent it for 2 days, which is what most folks want on the weekends and what we need to do to make business sense.
If you absolutely need a vehicle for your wedding/anniversary/surprise gift, and it must be on the weekend, the only way to guarantee it 100% is to book for a full weekend (Friday-Sunday, 48 hours).
The one exception is, we do offer “non-guaranteed” (i.e. stand-by) one-day rentals on weekends on a on-call basis only. So if you give us a call on Saturday morning and the car you want is still available, we’ll gladly rent it to you same-day for just that day.[/vc_toggle][vc_toggle title=”When do I need to return the vehicle?”]As our vehicles are in high demand, it is important that the vehicles are returned at their designated return time. There will be a 1-hour grace period with your scheduled return time, after which you may be subject to additional hourly and daily rental fees.[/vc_toggle][vc_toggle title=”How does the Damage Deposit work?”]It is our policy to collect a damage deposit in the form of a credit card authorization, certified cheque, or cash for all rentals. Any damage found on the vehicle upon return will be billed against this deposit. The deposits vary depending on the vehicle being rented and your type of insurance, but typically varybetween $2500 – $15k. We may also, at our sole discretion, collect an additional “Underage Deposit” if you are between the ages of 21 to 24 years. If you are using a Visa, Mastercard or Discover card, this deposit is run as a charge which is then reversed following the completion of the rental (usually takes 3-5 days for the funds to be returned to your card).
This deposit is fully refundable following the completion of the rental assuming no damages have been made to the vehicle. If there are any additional mileage charges or minor damages, they are billed from your deposit and the balance is refunded back onto your credit card. There are frequently a lot of minor scuffs and scrapes on our cars when they go out on rentals – sometimes customers scrape a wheel, scratch a front bumper or bubble a tire, etc. These repairs are quick and relatively inexpensive to make and are billed from the security deposit in order to minimize the amount of time the car is off the road. Once your invoice has been settled, you can of course make a claim to your insurance company to be reimbursed for any charges.[/vc_toggle][vc_toggle title=”What is your Cancellation Policy?”]When you make a reservation, we will charge your credit card immediately for the full cost of the rental.
We offer a 24-hour grace period after you make your reservation to make changes or cancel (unless the rental is within 7 days). If you cancel or reschedule 7 days or less before your rental (or are a no-show at the time of rental), you will be charged a cancellation fee of 100% of the total rental cost.
Please note that there are no exceptions to this cancellation policy.[/vc_toggle][vc_toggle title=”How do I pay?”]Visa and Mastercard are the preferred methods of payment for rental fees and damage deposits, however, certified cheques or cash may be accepted if pre-arranged.[/vc_toggle][vc_toggle title=”What about the fuel and tolls?”]We will cover bridge tolls up to a total amount of $10 per rental period. If your bridge toll fees exceed $10 per rental period, you agree to pay us or our toll program administrator. The charges may take 4-8 weeks after the rental to be billed to you.
Vehicles are delivered to you with a full tank of fuel and can be returned full, ½ tank, ¼ tank, etc. However, if you do add fuel yourself, you are required to refuel with Premium grade (91+ octane) gasoline. There is a $375 fee for filling up with a lesser grade. We track how the vehicle is fuelled using each vehicle’s Connected Car Datasystem.[/vc_toggle][vc_toggle title=”Do you offer refunds?”]We generally do not provide refunds, however, our goal is total satisfaction for our renters, so in certain situations we may offer credit for additional rental day(s) (i.e. weather, see below). This is solely at our discretion.
In the event of an unforeseen mechanical failure during or prior to a rental, we will make every effort to repair or replace your vehicle with a similar or better model at no additional cost to you.[/vc_toggle][vc_toggle title=”What if there is bad weather during my rental?”]Sadly, despite our efforts, we cannot control the weather. Therefore, as per our Cancellation Policy detailed above, we cannot provide refunds if the weather doesn’t cooperate. However, we may, at our discretion, offer credit for additional rental day(s).[/vc_toggle][vc_toggle title=”Where can I drive?”]Vehicles may not be driven outside of British Columbia without prior written approval.
Vehicles must never be driven outside of Canada.[/vc_toggle][vc_toggle title=”How many kilometres are included in my rental?”]We offer 100 free kilometres per day. If you are renting the vehicle a week or more, the weekly kilometre allowance will be listed on your rental document. Each additional kilometre driven will be subject to a charge at the stated mileage rate on your rental document.
Vehicles driven more than double the allotted rental mileage will be subject to an additional surcharge to cover excess wear-and-tear.[/vc_toggle][vc_toggle title=”Can I smoke cigarettes or e-cigarettes in the vehicle?”]Sorry, no, we maintain a non-smoking fleet, including e-cigarettes. Many of our clients are sensitive to cigarette smoke and other scents so we must maintain non-smoking fleet. We will charge an additional fee if the car is returned and it smells of smoke. The cleaning required to remove cigarette smoke is extensive and sometimes even multiple cleans is required, therefore the cost of cleaning after a car has been smoked in is quite high.[/vc_toggle][vc_toggle title=”Can I bring my pet in the vehicle?”]Unfortunately, no. We love the little fur balls as much as you, but due to many client’s allergies as well as the potential damage to the vehicle, we cannot allow pets or other animals in our vehicles. We will have to charge an additional fee if the car is returned and shows signs of having an animal onboard as well as charge for any damages that may have been caused by the animal.[/vc_toggle][vc_toggle title=”What are the prohibited uses?”]Our beautiful rental vehicles may not be used:
In the event of a violation of these Prohibited Uses, we reserve the right to end your rental and retrieve the vehicle.
All our vehicles are set up with Connected Car Data & GPS that monitor high speed events, rapid acceleration/deceleration events, location, etc. If it determined when monitoring the Connected Car &GPS Data that you have used the vehicle for any of the Prohibited Uses listed above an in our Rental Terms and Conditions, then you will be charged an additional $1,000 per prohibited event and potentially be banned from renting from us in the future.
We care about our customers and want to ensure that everyone gets home safely at the end of the day![/vc_toggle][vc_toggle title=”Who pays for any tickets, fines, etc?”]The renter is responsible for all parking, traffic, speeding or other tickets or violations issued while the vehicle is being rented and must pay for any fees, penalties, towing charges, or impound costs.[/vc_toggle]