Terms of booking on this website

The following terms relate to the booking service provided to you by the company defined below (“we”, “us”, “our”). The booking service includes this site, the software associated with the site and the facility to enter into transactions with certain parties whose content appears on the site. You agree to these terms with us in respect of the booking service, in addition to the terms of your rental above which apply directly between you and your chosen third party travel provider (“Third Party Provider”).

COVID-19 Pandemic

Please carefully review all government guidance and restrictions regarding COVID-19 both for where you live and where you’re hoping to travel to, before making your booking. The situation can change quickly, and health concerns, government restrictions, travel advisory or new infections could disrupt your travel plans. So if there is a flexible booking option available for your preferred dates and vehicle, you may want to consider choosing that option, even if it costs a little extra.

If you do choose to go ahead and make a booking, you do so at your own risk and accept that you may be: (i) unable to travel as planned and liable for cancellation fees; and/or (ii) at an increased risk of exposure to COVID-19. We encourage you to carefully review the cleaning and sanitising measures used by your Third Party Provider, but to bring your own personal protective equipment and sanitiser as well. We do not promise you will not become infected and you accept that by making a booking you are choosing to assume this risk freely and voluntarily.

Information Disclaimer

The rates on this website are often heavily discounted. This is due to our negotiated rates and bulk buying power. On very rare occasions, a rate may be displayed incorrectly due to our, or a Third Party Provider’s error. In such a case, if you book with us at a quoted rate that is incorrect, we will notify you of any price change and give you the option to proceed or cancel. We make every effort to keep information on our site up to date, but we cannot guarantee this website is free of errors or omissions and retain the right to update or change the information published at any time.


To the extent permitted by law we will not be liable to you or to any third party (whether in contract, tort, or otherwise) for any direct, indirect or consequential loss or damage or for any accident, injury, illness, delay or loss of enjoyment arising out of your reliance upon information contained on this website, including but not limited to your use (or inability to use) any products or services described or procured through this website.

Your rental and use of a vehicle booked through our site will be governed by the terms of the rental agreement with the Third Party Provider. The rental agreement and any other documentation provided to you by the Third Party Provider is between you and the Third Party Provider and we will not be liable to you or to any third party in any way in relation to that agreement or your vehicle or rental service where your booking has been properly processed by us. We are not responsible or liable to you for (i) the acts or omissions of the Third Party Provider in respect of your booking or in the course of delivering the rental service to you; or (ii) any disputes in respect of your booking with that Third Party Provider or that service, except in each case to the extent that responsibility for those matters may be imposed on us by applicable law.

To the maximum extent permitted by applicable law, you agree to indemnify us from any claims, liabilities, damages, losses, and expenses, including, without limitation, our reasonable legal fees, arising out of or in any way connected with your use of a vehicle booked through our site where we have properly processed the booking, including in respect of any accident, injury, illness, loss or damage of any kind arising in connection with your use of the vehicle subject to the booking.

While we will make reasonable efforts to ensure we are representing only reputable Third Party Providers, we make no warranty about the fitness, suitability or safety of any Third Party Provider product or service and will not accept responsibility for the quality, fitness or hygiene of (or presence of any virus in) any vehicle. If you encounter issues with the vehicle whilst on hire, you MUST report these issues directly to the relevant Third Party Provider at the earliest possible time. This will allow the Third Party Provider to remedy any issues and minimise any inconvenience to you. If you fail to report any vehicle issues during your rental, it is likely that compensation will not be offered. We welcome feedback from our customers on their experience with our Third Party Providers. We may, at our discretion, provide you with reasonable assistance in resolving any dispute you may have with a Third Party Provider.

Where, despite the above, we are liable to you in connection with your booking or these terms and conditions, our total liability to you will be limited to (at our option) resupply of the booking service provided to you or the dollar amount of the deposit we received from you in relation to your booking. Again, we strongly recommend that you take out travel insurance. Your use of this website is governed by the laws of New Zealand and the jurisdiction of the New Zealand courts.

Booking Information

To make a booking you must complete our booking form which is easy to follow and secured with the latest encryption technology. Once we receive your form, we will check availability and carry out any additional fraud checks we think are appropriate (which may involve us asking you to provide further information). We may decline your booking at this stage. However, if we confirm your booking, we will email you a confirmation voucher and invoice. The deposit required to secure your vehicle (as shown on the secure booking page) will only be processed on your credit card when your booking is confirmed. Please note that a payment surcharge (as specified at the time of booking) will be added when your payment is processed.

A booking is confirmed when you have been emailed a confirmation voucher and at this stage the deposit is processed and becomes non-refundable and any cancellation fees stated in the Third Party Providers terms apply. Upon receipt of your confirmation, please check your details carefully and notify us immediately if there are any incorrect details, as it may not be possible to make changes at a later date.

If you are booking via phone, please make sure you have read the terms and conditions of the vehicle you wish to rent first. Our reservations consultant will ask you if you have read the terms and agree to them before proceeding. The onus is always on the renter to ensure they make themselves fully aware of the terms displayed on our website.

You acknowledge and agree that we may receive a commission or revenue share from bookings and other transactions entered into by you using our booking service or website.

Adding Delegates to Your Booking

For some bookings, it may be possible to add a delegate who is authorised to act on your behalf and make changes to the booking. A delegate must be at least 18 years old and will be able to change any aspect of your existing booking, including changes that may incur an additional charge. But you will still be the only one able to cancel the booking or add or remove delegates.

If you choose to add a delegate to your booking, you agree:

  • to obtain the delegate’s permission before providing us their personal information; and
  • to accept any changes made (and additional charges incurred) by your nominated delegate.


Third-party insurers make certain types of vehicle rental travel insurance (“Insurance”) available to purchase through the site. Before you purchase any Insurance you must read and consider the product disclosure statement before making any decision to proceed. All insurance policies, descriptions, product disclosure statements and other materials made available via the site are produced and made available to you solely by the third-party insurer.

If you purchase Insurance:

  • You enter into a contract in respect of that Insurance directly with the third-party insurer;
  • We do not act as an insurer or provide that Insurance to you;
  • We have no responsibility for and excludes all liability in relation to that Insurance, including in relation to any claims made by you under it;
  • The calculation of a “day” under your insurance policy may differ from the calculation of a “day” in your vehicle booking. However, unless otherwise stated, the third party insurance provider will quote and provide you with sufficient insurance to cover the length of your vehicle booking. This may result in more days of insurance cover than vehicle booking;
  • We may receive a commission or other fee from the insurer in respect of any related Insurance policy you accept as a result of the referral from our site.

Fraud Checking

We may terminate your booking after it has been confirmed by notice to you in writing, in connection with any fraud investigation. This may include, but is not limited to where we have reasonable grounds to suspect fraud in connection with a booking or a payment method you have used for a booking or if you don’t respond to our requests for more information to enable us to confirm the legitimacy of your booking or booking method.

Information Disclosure

In booking on this website you agree that we may disclose your information to (i) your selected Third Party Provider in order for them to provide the requested rental services to you; and (ii) our third Party insurance provider, for them to provide insurance to you (if applicable) or as otherwise set out below. By making a booking on the site, you also agree that we (or our third party insurance provider) may email you with an insurance offer in respect of that booking. Your selected Third Party Provider or third party insurance provider may not have equivalent privacy policies in place to us.


Please note that some Third Party Providers treat an amendment as a new booking and apply the rate current at the time the amendment is made to recalculate the entire booking amount (not just the days changed). If the rental period is increased, an additional deposit may be required. If the rental period is shortened which results in a reduction of the rental charges, the deposit amount will remain unchanged, and the difference between the original and revised deposit is forfeited (it cannot be used towards remaining rental charges). To request a change to a confirmed booking, please use the alterations request link on your confirmation. Any alterations are subject to availability and the approval of the Third Party Provider. In addition to the alteration policy of the Third Party Provider stated in their terms, the following charges will apply in respect of our booking service relating to that amendment:

Motorhome rental alterations (all charges stated in local currency): 25.00

The alteration fee will not be charged if your alteration request is not possible.

Vehicle Capacity and Fitness to Drive

Under no circumstances are you permitted to carry more passengers than the vehicle you rent is legally registered to carry, and if you do your insurance may be invalidated. The number of seatbelts (and passengers) is indicated next to each vehicle on this website. Luggage capacity where shown is an indication only and we will not be responsible should you be unable to fit your entire luggage into a vehicle. It is your responsibility to choose a journey that is within your capabilities. A Third Party Provider can refuse to rent a vehicle to any person who is in their opinion unfit to drive or does not meet eligibility requirements. In such circumstances we will have no further liability to you.

Refund and Cancellation Policy

We are committed to providing a quality service and aim for complete customer satisfaction. In the event of cancellation, any refunds, credits or cancellation charges that apply are detailed in the terms and conditions of the Third Party Provider of your selected vehicle. In the event you are unsatisfied with our booking service, please contact us within 48 hours of placing your booking or request and we will work to resolve any issues and determine if compensation is due. In the event you have completed your rental and are unhappy with your vehicle, we are happy to assist you in seeking compensation from the Third Party Provider.

Sometimes a booking may need to be cancelled because of circumstances beyond either party’s control. For example, a weather event, public health event (including epidemic / pandemic), medical emergencies, strike, terrorist act, governmental, regional or local authority restrictions (such as restrictions on movement due to the COVID-19 pandemic) or a change in law. If this occurs, your entitlement to a credit or refund will be as provided in your Third Party Provider’s terms and conditions.

You agree that you will raise and resolve any dispute over refunds or cancellations in respect of your booking (whether initiated by you, the Third Party Provider or by circumstances beyond the reasonable control of either party, including as a result of government travel restrictions, the COVID 19 pandemic or the insolvency of your Third Party Provider) directly with the Third Party Provider. Once you have made payment for your booking, you must not seek to reverse or cancel such payment through your card issuer or its agents without our prior consent.

We shall only be liable to provide a refund to you (whether that cancellation is initiated by you, the Third Party Provider or due to circumstances beyond the reasonable control of either party, including as a result of government travel restrictions, the COVID 19 pandemic or the insolvency of your Third Party Provider) to the extent that we actually receive a refund from the relevant Third Party Provider. Where refunds are due to you from a Third Party Provider, we will provide reasonable assistance to you in claiming such funds from that Third Party Provider. In that situation, you authorise us to seek such refunds from the travel provider directly and on your behalf.

Where a refund is applicable, the turnaround time from the date of your request for refund to the date you are provided with your refund may take up to 12 weeks. This is beyond our control.

We are not responsible (including in negligence) to you for any failure or delay on the part of any Third Party Provider in providing travel products to you where the booking has been properly processed.

Card Payment Fees

We may charge you a card payment fee in relation to processing your booking and accepting payment. Payment fees are charged by us in our own capacity (as merchant) and not as an agent for any other party. Payment fees cover a range of costs, services, fees and charges in relation to your booking, including fraud prevention and the reasonable costs of accepting card payments. Payment fees are charged in addition to the cost of your selected vehicle.

Booking Service Fee (campervan bookings only)

A Booking Service Fee will apply to certain bookings for motorhomes. If a Booking Service Fee applies to your booking this will be included in the price shown to you for each booking on the search results page. You can identify the amount of the Booking Service Fee in respect of each supplier listing by clicking the (i) icon next to the price displayed. The Booking Service Fee is non-refundable and will be charged to you within 24 hours. Funds must be available on your card at the time of booking otherwise we will not be able to complete your reservation and you may need to re-book at a higher price.

The Booking Service Fee provides you with access to our global customer service function available 24 hours a day, 365 days a year, in a range of different languages. It also covers a range of other costs, services, fees and charges in relation to providing you the online booking service and all associated customer support.

If your booking is subject to a Booking Service Fee, you have the following additional rights:

Price Beat Guarantee

  • If you find the same vehicle from the same supplier for the same dates at a cheaper price within 48 hours of booking, we will match that price and refund your Booking Service Fee.
  • Just contact our customer support team and provide the dated competitor quote for the same vehicle for the travel dates and we will refund you the amount of our Booking Service Fee and the difference in price.
  • To take advantage of this guarantee, follow the ‘Request a Price Beat Guarantee’ link in the Handy Tools section of your booking confirmation, Please attach a written confirmation of a dated competitor quote for the same vehicle (make and model), from the same supplier, with the same travel dates and applicable taxes in order for us to refund your Booking Service Fee (where applicable) plus any difference in price.

Vehicle Guarantee

  • If your confirmed vehicle is damaged or becomes unavailable before you pick up, we will search all our suppliers to try and locate an alternative vehicle which is comparable to the one you originally booked. If we can locate an alternative vehicle, we will transfer your booking to that vehicle at no additional cost to you.
  • Just contact us as soon as you receive notification from the supplier that your vehicle has been damaged or is unavailable and we will search for an alternative.
  • We will not be liable to you if we are unable to find an alternative vehicle due to a lack of availability or events beyond our reasonable control, including as a result of a pandemic, government travel restrictions or supplier insolvency. The maximum total liability to you for any failure to comply with the Vehicle Guarantee is limited to $1,000.
    The Booking Service Fee will not be charged to you for re-bookings or bookings made using credit (including for example, where your original booking was cancelled due to COVID-19 restrictions and you are re-booking using a credit). Accordingly, neither the Price Beat Guarantee nor the Vehicle Guarantee above will apply to any such bookings.

MatesRates is a division of Ampersand Marketing Limited. 

New Zealand Company number: 5460101; NZBN: 9429041414101; GST: 114-974-331