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FAQ

​Below is a list of frequently asked questions from our customers. 

General Info

DO I NEED TO PAY A DEPOSIT ON MY RESERVATION?


No. Tropicana does not charge a deposit at the time of reservation.




WHAT HAPPENS IF I WANT TO CANCEL MY BOOKING?


Tropicana reserves the right to charge a cancellation fee for the following conditions:

  • No cancellation fee applies for cancellations made more than 30 days prior to the scheduled start of the rental.
  • A 20% cancellation fee applies for cancellations made within 72 hours of the scheduled start of the rental.
  • A 50% cancellation fee applies for a "no show" where we do not receive notice of cancellation prior to the scheduled start of the rental.




IS A CREDIT CARD REQUIRED WHEN MAKING A RESERVATION?


Yes, you will be asked to enter a valid credit card number at the time of booking. We then validate the card number entered.

  • For bookings with a pick-up time that falls within normal office hours you will not be charged until you collect the car and start the rental.
  • For bookings with a pick-up time that is outside normal operating hours, your credit card will be charged a minimum of 48 hours before pick-up.




CAN I PAY WITH A DEBIT CARD?


Yes, you can pay the final bill with a debit card, but you must secure the booking using a credit card. When making a reservation online you will be asked for a valid credit card at time of booking. If you would like to pay using a debit card you must inform the location before you start the rental.
IMPORTANT NOTE: If paying by debit card you will need to pay a bond. Please contact us if you would like more details. Phone +4 9 439 6048




HOW CAN I VIEW, MODIFY, OR CANCEL AN UPCOMING RESERVATION?


To modify or cancel an upcoming reservation, please contact reservations for assistance. Phone +64 9 439 5606




WHAT INFORMATION WILL I NEED TO BOOK A VEHICLE?


You’ll need to know:

  • The pick-up date, and time
  • The return date and time
  • ​Your personal contact details
  • A valid credit card to be used for the rental




WHAT DO I NEED TO BRING WITH ME WHEN I RENT A VEHICLE FROM TROPICANA?


You need bring your current driver licence (and English translation if applicable) and a valid credit card.




DOES TROPICANA CHARGE A CARD TRANSACTION FEE ON CAR RENTALS?


Yes, we charge a 3% card transaction fee.




DOES TROPICANA OFFER AFTER-HOUR CAR RENTAL PICK UPS AND DROP OFFS?


Yes, subject to prior arrangement and agreement. For after-hours pickups, we require full payment of the rental in advance and at least 24 hours notice prior to pick-up. Tropicana does not charge fees for after-hours arrangements.




WHAT ARE THE RENTAL TERMS AND CONDITIONS THAT APPLY TO TROPICANA RENTALS IN NIUE?


Please refer to our website for a full list of Tropicana Rental Terms & Conditions.





Requirements

WHAT TERMS & CONDITIONS WILL APPLY TO MY RENTAL?


Please click here to refer to the full Rental Terms & Conditions.




HOW OLD DO YOU HAVE TO BE TO RENT A TROPICANA VEHICLE?


The minimum age for renting with Tropicana is 21 years old. However, the renter must have a full and valid driver licence and credit card, and agree to our Rental Terms & Conditions.




CAN ANYONE OTHER THAN MYSELF DRIVE THE VEHICLE?


Yes, you can nominate an additional driver at no extra cost.
IMPORTANT NOTE: Insurance cover is only valid for drivers named on the contract.




DO I NEED A CREDIT CARD TO RENT A TROPICANA VEHICLE?


Yes, you must secure the booking using a credit card. However, you can pay for the rental with a debit card. If you would like to pay for the rental using a debit card you will be charged the full amount at time of pick up. When making a reservation online you will be asked for a valid credit card at time of booking.
IMPORTANT NOTE: If paying by debit card you will need to pay a bond. Please contact reservations if you would like more details. Phone +64 9 439 5606




IS THERE AN ADDITIONAL CHARGE FOR MORE THAN ONE DRIVER?


The first additional driver is free of charge. Each additional driver costs $10 per person.




WHAT DRIVER LICENCE REQUIREMENTS ARE NEEDED TO HIRE AN TROPICANA VEHICLE?


Make sure your driver licence is valid and has been translated (if required). You must have your current and valid driver licence with you at all times when driving in New Zealand. If you have an International Driving Permit you must also carry your current and valid driver licence.




ARE THERE ADDITIONAL CHARGES FOR RETURNING A CAR LATE?


Any unauthorised late return will attract a $50 fee. per hour (up to 4 hours) in addition to the daily rate. Please contact Tropicana if you wish to extend your rental on your flight day at $20 per hour (up to 4 hours) in addition to the daily rate.




CAN I SMOKE IN A TROPICANA RENTAL VEHICLE?


No. Smoking is not permitted in an Tropicana vehicle. If the vehicle is returned smelling of cigarette / cigar smoke you will be liable for the cost of cleaning.




CAN I TAKE A TROPICANA VEHICLE OFF-ROAD?


Tropicana rental vehicles must not be operated off-road, on any beach, or on bush tracks.




WHAT SHOULD I DO IF THE CAR HAS A BREAKDOWN?


All Tropicana vehicles are covered by our in-house 24 hour roadside assistance service for any vehicle related breakdowns. In the event that you need roadside assistance, please call the Niue phone number 5606. Please give them your car registration plate number and provide and directions to help them locate you. Alternatively email us or phone +64 9 439 5606 and the NZ team can contact the Niue team if you are having difficulty.
Mechanical breakdowns covered by our Roadside Assistance service include the following:

  • Engine faults
  • Electrical faults
  • Cooling system
  • Vehicle recovery
For all Non-Mechanical breakdowns, we will charge you the relevant call out fees. Non-mechanical breakdowns include, but are not limited to:
  • Running out of fuel
  • Refilling the vehicle with the incorrect fuel (i.e. putting diesel in instead of petrol)
  • Damage to wheels and/or tyres
  • Losing the keys or locking them inside the vehicle
  • Having a flat battery due to the ignition or lights being left on
  • A breakdown as a result of damage caused in an accident, including salvage




WHAT DO I DO IF I HAVE AN ACCIDENT?


In the unfortunate event of an accident, please do the following:

  1. Notify us as soon as practical - phone +64 9 439 5606.
  2. Notify the police if the accident involves injury.
  3. If possible, prepare a written statement of the facts signed by all parties.If agreement cannot be reached, obtain a copy of the police report.
  4. Record full details of all parties and vehicles involved in the accident (drivers name, address, telephone number, mobile phone number, email address, vehicle registration number, vehicle make/model/year, insurance company, and apparent damage).
You will need to allow at least 30 minutes to complete a full accident report form when you return the vehicle.
IMPORTANT NOTE: If you have a camera, please take photographs of all damaged vehicles and the accident site to verify the damage and circumstances to assist us with our claim.




CAN I PICK-UP OR RETURN A RENTAL CAR OUTSIDE NORMAL BUSINESS HOURS?


Yes. Tropicana can arrange for after-hours pick-up and return when your rental is outside our normal hours of operation. Contact us to make arrangements.





Payments

WHAT CREDIT CARDS DOES TROPICANA ACCEPT?


Tropicana accepts Visa or Mastercard.




CAN I PAY FOR MY RENTAL USING CASH?


Yes, you can pay for your car hire using cash at the start of the rental. However, you must present a credit card at pick-up or a bond may be charged.




DOES TROPICANA CHARGE A CARD TRANSACTION FEE ON CAR RENTALS?


Yes, we charge a 3% card transaction fee.




WHAT REFUELING OPTIONS DO I HAVE?


You can either return the rental vehicle with a full tank of petrol, or you can pre-pay for fuel at the rental location prior to starting your hire. If you select our pre-pay option you can return the car without needing to fill it up first. Many customers find this a convenient service, as it saves time and takes the hassle out of returning the car with a full tank of petrol.




CAN I PAY WITH A DEBIT CARD?


Yes, you can pay the final bill with a debit card, but you must secure the booking using a credit card. When making a reservation online you will be asked for a valid credit card at time of booking. If you would like to pay using a debit card you must inform the location before you start the rental.
IMPORTANT NOTE: If paying by debit card you will need to pay a bond. Please contact us if you would like more details. Phone +4 9 439 5606




ARE THERE ANY HIDDEN CAR RENTAL COSTS?


No. All our car rental rates include unlimited kilometres and standard insurance.




WHAT HAPPENS IF I GET A SPEEDING TICKET, PARKING TICKET OR OTHER INFRINGEMENT NOTICE?


INFRINGEMENT NOTICES: In the event that Tropicana receives an infringement notice for a speeding, parking, or other traffic infringement relating to the period the vehicle was on hire:

  1. Tropicana will notify and provide the Hirer details of the infringement notice as soon as is practical.
  2. Tropicana will provide the necessary information to the relevant authority for such notices to be directed to the Hirer.





Insurance

HOW CAN I CHANGE THE INSURANCE COVERAGE I’VE SELECTED ON MY RESERVATION?


If you need to change the insurance coverage you selected on a reservation, please contact Reservations on +64 9 439 5606 and they will be happy to help you select the appropriate insurance option.




WHAT MOTOR VEHICLE INSURANCE DO I RECEIVE WITH TROPICANA RENTALS?


Tropicana rental vehicles are covered by standard vehicle insurance, however an excess may be charged for any loss or damage incurred during the hire period. Our standard insurance excess is $2,000 but you can purchase premium insurance reducing the excess to $500.




IN CASE OF AN ACCIDENT, WHAT EXCESS AM I LIABLE FOR?


The excess you are liable depends on the insurance cover selected.




HOW CAN I REDUCE THE EXCESS?


We have two insurance options with their own excess. Standard insurance with an excess of $2,000 or premium insurance with an excess of $500




​WHAT IS THE COST OF PREMIUM INSURANCE?


The cost of Premium Insurance is $10 per day, this is added on to the daily rate. Premium Insurance reduces the excess from $2,000 to $500.




WHAT SHOULD I DO IF I HAVE AN ACCIDENT IN AN TROPICANA RENTAL VEHICLE?


If you have an accident, immediately contact our office in Niue. The location phone number is printed on your rental contract. Alternatively, you can contact the NZ team on +64 9 439 5606 for further assistance.




DOES TROPICANA RENT CHILD SAFETY SEATS?


Yes, you can book your child safety seats when booking online - we offer this service free of charge. If you have forgotten to book a child safety seat, please contact us to amend your booking.





Privacy

WHAT METHOD DO YOU USE TO COLLECT PERSONAL INFORMATION?


We use cookies (small files stored by your browser) to anonymously identify your computer or device so we can deliver a better experience. We do not collect personally identifiable information about you except for the information you enter when making a booking (such as your name, address, phone number or email address). We do not use or collect your precise geographic location.




HOW DOES TROPICANA USE THE INFORMATION IT COLLECTS?


Any information collected is used by Tropicana for operational running of the rental service, financial reporting and marketing.




DOES TROPICANA DISCLOSE PERSONAL INFORMATION TO ANY THIRD-PARTIES?


Tropicana will not disclose any of your personally identifiable information except when we have your permission.




HOW DOES TROPICANA PROTECT MY INFORMATION?


As with all information, we will never disclose, rent, or sell your personal information. We strive to protect your personal information using the latest encryption technology and best practice storage methods. Unfortunately we cannot guarantee or warrant the security of any information you transmit to us via email or customer response forms. Never send us your credit card information via email. Please contact central reservations by phone if you need to update payment information.




WHO CAN I CONTACT ABOUT THE TROPICANA PRIVACY POLICY?


If you have any questions or concerns, please contact Tropicana NZ on +64 9 439 5606