Terms of Service

1. Contact & Support

If you have questions about these terms or need help with a booking, please contact us at support@carrentalhero.com. We aim to respond within 1–2 business days.

2. Our Booking Service

Car Rental Hero is a booking platform that helps you search, compare, and book rental vehicles from our affiliated vehicle rental providers in New Zealand.

  • We act as a booking agent between you and vehicle rental service providers
  • We do not own, operate, or manage any rental vehicles
  • Our service is limited to searching for availability and completing your booking on your behalf
  • By using our platform, you accept and agree to be bound by these Terms of Service
  • We reserve the right to modify or discontinue services at any time

3. Provider Terms and Conditions

All vehicle rentals are governed by the terms and conditions of the respective rental provider (e.g., EZI Car Rental). These are separate from and in addition to our terms.

  • You are responsible for reading and accepting the rental provider's terms before pickup
  • Provider terms cover vehicle condition, fuel policy, late returns, insurance excess, and more
  • Any disputes about the rental itself are between you and the provider directly

4. Booking and Payment

  • All prices are displayed in New Zealand Dollars (NZD) unless otherwise stated
  • When you book through Car Rental Hero, you pay a "Lock It" service fee — this covers our platform's cost for completing and confirming your booking
  • The "Lock It" service fee is the only amount charged by Car Rental Hero at the time of booking
  • The remaining rental balance is paid directly to the vehicle rental provider at the time of pickup
  • Payment of the service fee is processed securely through Stripe
  • Bookings are confirmed only upon successful payment of the service fee
  • Any pre-authorisation holds, security deposits, or surcharges at pickup are between you and the rental provider and are subject to their terms

5. Change of Mind Policy

  • The "Lock It" service fee is non-refundable. This fee pays for our service of searching and completing your booking.
  • Car Rental Hero does not handle refunds for the vehicle rental itself — any cancellations, changes, or refunds regarding the rental are between you and the rental provider, subject to their terms and conditions
  • If you need to cancel or modify your rental, contact the rental provider directly
  • In exceptional circumstances where a refund of the service fee is granted at our discretion, it will be processed to the original payment method within 5–10 business days

6. Exclusions

Car Rental Hero is not responsible for the following:

  • Vehicle availability, condition, or suitability at the time of pickup
  • Delays, cancellations, or changes made by the rental provider
  • Costs arising from accidents, damage, fines, tolls, or infringements during the rental period
  • Losses caused by weather, road conditions, or circumstances beyond our control
  • Any additional charges imposed by the rental provider at pickup or return
  • Failure to meet rental provider requirements (e.g., credit card, licence type, minimum age)

7. Your Dealings with Us and Providers

  • You are responsible for providing accurate driver and contact information at the time of booking
  • You must ensure all drivers hold a valid driver's licence appropriate for the vehicle and accepted in New Zealand
  • You are responsible for checking vehicle rental requirements and restrictions with the provider before pickup
  • You must collect and return the vehicle at the agreed times and locations
  • You must comply with all New Zealand road rules and traffic laws during the rental period

8. Limited Liability

Car Rental Hero acts solely as a booking agent. To the maximum extent permitted by law, our liability to you in connection with any booking or use of our platform is limited to the "Lock It" service fee paid to us for that booking. We are not liable for any indirect, incidental, or consequential losses.

9. Privacy

We handle personal information in accordance with the Privacy Act 2020. Here is how we treat your data:

  • We do not store your personal information on our servers after your booking is completed
  • The information you provide (name, contact details, driver's licence number) is used solely to complete your booking with the rental provider
  • Payment details are processed securely by Stripe and are never stored by Car Rental Hero
  • We do not sell, share, or use your personal information for marketing purposes

10. Intellectual Property

All content on our platform, including logos, text, and software, is the property of Car Rental Hero or our licensors and is protected by copyright and trademark laws.

11. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of New Zealand. Any disputes arising under these terms will be subject to the exclusive jurisdiction of the New Zealand courts.

12. General

  • If any provision of these terms is found to be invalid or unenforceable, the remaining provisions continue in full force
  • Our failure to enforce any right or provision does not constitute a waiver of that right
  • These terms constitute the entire agreement between you and Car Rental Hero regarding use of our platform
  • We reserve the right to update these terms at any time. Continued use of our services after changes constitutes acceptance of the updated terms