General Terms of Trade

New Zealand Frontiers greatly values the excellent relationship we have with our clients while also appreciating the need to have a document of expectations (our ‘General Terms of Trade’) that can be referred to when considering whether to proceed with booking a self-drive holiday in what for most will be a foreign land.

Things don’t always proceed according to plan. Misunderstandings occur. Even the latest model, best maintained vehicles sometimes give problems. Motorhomes are damaged due to driver unfamiliarity with larger vehicles – or while the hirer wasn’t even present. Clients’ travel plans are interrupted by unexpected events. Occasionally a volcano or, heaven forbid, a pandemic throws a spanner in the works. As owner-operator of New Zealand Frontiers my greatest reward is never having found a negative review of the company anywhere on the internet. And no review is more warmly embraced than a positive one for the response received where difficulties arose.

Here are the ground rules used to establish that reputation.

Jurisdiction

New Zealand law governs the agreement you establish with New Zealand Frontiers from the time of requesting your reservation. New Zealand Frontiers reserves the right to add to or amend our General Terms of Trade from time to time. Upon becoming bound to these General Terms of Trade by requesting the reservation of a vehicle, any subsequent changes to this agreement can only be made with the agreement of both parties and must be confirmed in writing.

Currency

All prices are in New Zealand dollars (expressed as NZD or $NZD). New Zealand Frontiers is not responsible for exchange rate fluctuations which may cause variation in the value of refunds.

Acknowledgment and communications

An important part of New Zealand Frontiers’ industry leading reputation for reliability is the integrity of our communications with clients. Further advice regarding communication within New Zealand can be found on the Phone and WiFi page of this website.

• You will acknowledge that you accept all of these General Terms of Trade when requesting your reservation and that you will be required confirm the same acceptance when signing your rental document upon taking delivery of your vehicle
• New Zealand Frontiers strongly encourages that all email communications relating to your reservation originate from a single email address
• New Zealand Frontiers reserves the right not to proceed with accepting a reservation from you where communication appears unreliable, or to cancel an existing reservation if we become unsure of your intention to proceed due to (but not limited to) failure to make the required payments and where attempts to contact you for clarification purposes have been unsuccessful, and to not act upon instructions received where it is unclear whether the communication is from or has been authorised by the person in whose name the reservation is secured
• New Zealand Frontiers operates a 24/7 helpline to provide you with any assistance required during your rental and all communications received from you during your rental must be by telephone. This is to ensure that you have confirmation that your communication was received and to facilitate the most timely and comprehensive provision of advice or resolution of any problems that may arise
• You acknowledge that, should you decide to communicate by a method other than telephone during your rental, any such communication may not be received by New Zealand Frontiers and any reply using the same method of communication may not be received by yourself

Drivers and licencing requirements

You and others in your group can drive your motorhome with a car licence from any country.

• Licences from all countries are normally valid in New Zealand for up to one year. However, if the text on your licence is not in English then New Zealand law requires that you must also carry an official translation or an international driving permit with you
• New Zealand Frontiers is happy to authorise multiple drivers per rental at no additional cost
• Drivers must be a minimum 21 years of age
• New Zealand Frontiers provide a guide book to local laws and you will be liable yourself for any fines or penalties you receive. Assistance towards familiarising yourself with local driving laws can be found on the Driving in NZ page of this website

The New Zealand Frontiers Total Cost Guarantee

New Zealand Frontiers offers a ‘Total Cost Guarantee’ that seeks to reassure clients they won’t be liable for additional charges at the end of their rental – a practice that is commonplace in New Zealand’s vehicle rental industry.

• Provided you meet all the ground rules in this General Terms of Trade, the total you pay for your rental will be the same as you were advised in your reservation confirmation
• This guarantee does not extend to covering costs that would reasonably be your own such as (but not limited to) returning the vehicle with an empty fuel tank, speeding tickets and fines for any other traffic infringements or offences, subsequent upgrades to your insurance cover or addition of ferry bookings, extensions to your rental (where able to be accommodated), vehicle relocation costs incurred as a result of changing your pick up or drop off points (your itinerary), the cost of replacing moisture damaged keys, the cost of replacing the fresh water system due to diesel contamination, the cost of engine repairs due to operation with incorrect fuel or insufficient lubricant or coolant, the reimbursement of unauthorised repairs, the cost of recovering your vehicle in the event of it becoming bogged, any other services requested by yourself and agreed upon at additional charge, or any difference between the amount paid and the amount received in the event of a refund being processed (due to bank charges or exchange rate variations beyond the control of New Zealand Frontiers)

Payment and Security Deposit

New Zealand Frontiers accepts payment by Visa, Mastercard and American Express. Company bank account details can also be supplied should you prefer to make payment by bank transfer. Unlike other motorhome rental companies, New Zealand Frontiers does not require you to pay a security deposit, but you agree that we can charge your credit card account for any expenses incurred by New Zealand Frontiers resulting from your own actions and not otherwise covered by your rental charges. You will be required to have funds available in your credit card account for this purpose.

• Credit card details must be supplied when taking delivery of your vehicle and you accept that these details may be used to obtain any of the costs not covered by the New Zealand Frontiers Total Cost Guarantee, any costs arising from failure to comply with the rules of operation for your vehicle as detailed below and any costs not covered by your insurance. Should you choose to cover the first NZD5000 of any insurance claim, this amount will be locked in your credit card account in lieu of a security deposit for the duration of your rental
• When making your reservation you will be provided with a schedule of payments required from you that includes a deposit payment three days after your booking is confirmed and payment of the balance owing 30 days before taking delivery of your motorhome. If booking within 30 days of starting your rental, full payment will be required upon acceptance of your reservation. If any of these payments are not received, New Zealand Frontiers will attempt to contact you once via established email channels. If no response is received within 24 hours your vehicle may be released for alternative use
• New Zealand Frontiers reserves the right not to proceed with your reservation should we believe that communication channels with you may be unreliable. In such an event all funds received from you will be refunded
• If you use an agent to make your reservation on your behalf, you will not receive your vehicle if the agent fails to pay New Zealand Frontiers the total amount owing for your rental
• Other people in your group may be held liable for any payments owing to New Zealand Frontiers
• New Zealand law permits the addition of debt collection costs to any amount owing to New Zealand Frontiers

Rental rate includes

• Multiple drivers - foreign licences OK with an International Driving Permit only required if the text on your licence is not written in English
• Unlimited kilometre usage of the motorhome specified in your reservation request and as shown on this website and operated by New Zealand Frontiers.
• Auckland to Auckland travel. One way rentals are available for an additional fee that will be included in your quote if requested
• Vehicle delivery to your arriving flight, hotel or any other address in Auckland. Delivery to other airports and addresses throughout New Zealand is also included if requested and covered by any one-way rental fees advised with your quote.
• Your transfer back the airport or any other address in the Auckland area upon termination of your rental is also included. The recovery of your motorhome from any other address in New Zealand is included if requested and covered by any one-way rental fees advised with your quote.
• Insurance with a NZD$5000 excess (also known as a deductible in some countries). Zero excess insurance is available for NZD$35 per day
• All the living equipment you'll require for a comfortable vacation, including cutlery, crockery, glassware, plasticware, cooking utensils, pillows, duvet, towels, picnic table and chairs and cleaning products
• GPS navigation along with an atlas and road code
• 24 hour nationwide helpline and roadside assistance
• No road restrictions
• Pre-paid access to all toll roads
• Ferry reservations if requested
• GST (goods and services tax)
• RUC (road user charges)
• The New Zealand Frontiers Total Cost Guarantee that ensures you will not be liable for additional charges related to the routine operation of your vehicle upon return from your vacation
• The confidence of using an experienced, reliable, locally owned and operated company with over 95% client approval ratings on independent review sites – reproduced on the Testimonials page of this website

Insurance

It is highly recommended that you read all of the information provided on the Insurance page of this website. New Zealand Frontiers encourages all clients to choose the Zero Excess Insurance Option and to purchase full travel insurance before travelling. The Zero Excess Insurance offered by New Zealand Frontiers is excellent value compared to similar schemes offered by other companies. Choosing the complimentary insurance option, where you accept liability for the first $NZD5000 of damage, almost always results in having to pay for repairs that cost more than the zero excess insurance option would have cost to purchase in the event of a claim arising.

• Your New Zealand Frontiers motorhome is covered by comprehensive insurance which is included in the daily rental rate. However, you will be responsible for the first $NZD5000 ("The Excess" - also known as a deductible in some countries) of each claim unless you have purchased the Zero Excess option.
• New Zealand Frontiers insurance does not cover your personal property or your personal medical expenses. New Zealand Frontiers insurance also does not cover the first $NZD5000 of each claim unless you have purchased the Zero Excess option.
• If you have breached any of the General Terms of Trade you accept when requesting your reservation and again when taking delivery of your motorhome you will receive no insurance cover. Conditions include, but are not limited to; drunkenness, illegal use of the vehicle, leaving the keys in the vehicle while it is unattended, damaging the engine through incorrect fuel use, etc.
• In case you have chosen the $NZD5000 Excess option, if you have an accident or need to make a claim for any other reason the full excess will be charged immediately regardless of fault. However, any unused portion of the excess will be refunded upon completion of repairs or if recovered from a third party.

Vehicle Supplied

New Zealand Frontiers does not practice double booking of motorhomes and has an excellent record of supplying the vehicle requested on time at the requested location.

• New Zealand Frontiers guarantees that the vehicle supplied will be identical to the description provided on our website of the vehicle you select when requesting your reservation.
• In the unlikely event that it becomes necessary to provide you with a replacement vehicle during your travels, the replacement vehicle will be of the same standard or better than the one requested in your reservation. In the event that it is not possible to meet this obligation that your rental proceeds in the same standard of vehicle or better, appropriate compensation will be paid.

Use of vehicle

You are required to operate the vehicle in a prudent, cautious manner and not in a manner which may cause damage. There may be consequences that could include further cost to you or even termination of your rental in cases of serious failure to comply with the following guidelines.

• You agree to contact New Zealand Frontiers as soon as possible upon any damage occurring to your motorhome, or upon experiencing any problems that reduce the quality of your rental
• You must never continue to operate your motorhome if doing so will exacerbate any problem observed with the vehicle
• You may not continue to operate the vehicle in the event that any audible or visible warning systems are operating unless you are directed to do so
• You may not allow the engine to be operated with the incorrect fuel or insufficient lubricant, coolant, brake or steering fluid
• You may not allow the vehicle’s fresh water system to be contaminated by diesel or any other contaminant
• You may not drive the vehicle in flood waters or allow the vehicle to become damaged by submersion in water or by contact with salt water
• You may not operate the vehicle on any beach, even if the beach is designated as a legally formed road
• You may not operate the vehicle in any areas where it is prohibited to drive or park
• You may not operate the vehicle in any area where it is likely to become stuck, bogged or require recovery from
• You may not allow the vehicle to be operated by anyone who is under the influence of drugs or alcohol
• You may not leave the vehicle unattended while it is unlocked or has the ignition key in it
• You may not allow the vehicle to be operated by anyone who is under the age of 21 or who does not hold a licence that permits them to drive the vehicle
• You may not allow the vehicle to be used to carry more people than the total number of seat belts fitted
• You may not allow the vehicle to be used to carry passengers or property for hire or reward
• You may not allow the vehicle to be used for any illegal purpose or in any race or contest
• You may not allow the vehicle to be used to tow any other vehicle or trailer
• You may not allow the vehicle to be used to carry any unrestrained freight or items likely to cause damage or harm to the interior of the vehicle or its occupants, including, but not limited to bicycles, skis, diving equipment or dangerous liquids and gases, except in the storage devices supplied with the vehicle
• You may not allow any pets or animals to enter or be carried in the vehicle
• You may not continue to operate the vehicle after you have been ordered to stop using it by New Zealand Frontiers or any authorised enforcement officer or authority
• New Zealand Frontiers can terminate your rental and charge you the cost of recovering your vehicle in the event of serious failure to observe these rules or to operate the vehicle in a prudent, cautious manner, including where such observation is provided by a third party

Roadside assistance

New Zealand Frontiers takes pride in ensuring that all vehicles are presented in immaculate condition and maintained in accordance with manufacturers' schedules. New Zealand Frontiers remains available to be contacted to change your reservation or ferry bookings, provide advice or assist with problems 24/7 throughout your rental. Any problems with the vehicle, including equipment failure, tyre or windscreen replacement and incidents likely to result in insurance claims, must be reported by telephone as soon as possible to enable an opportunity to rectify the problem. Failure to notify within 24 hours may limit your compensation and increase your liability under the insurance contract.

• Your motorhome is owned and operated by New Zealand Frontiers. Any repairs to your motorhome’s mechanical and electrical systems, including the 240 volt system, must be carried out by a certified tradesperson and you are not authorised to modify or repair the vehicle, or any of its systems, or to pay for repair expenses on behalf of New Zealand Frontiers without prior approval
• While some parts of New Zealand are remote and feature limited mobile phone coverage potentially delaying response times, roadside assistance is available everywhere
• Friendly advice and guidance is also available by telephone throughout your travels avoiding any need to be troubled by inconvenience or unfamiliarity with your vehicle

Rental duration

• The minimum rental duration is five days
• Rental charges are calculated on a calendar day basis. The day of pick up and the day of drop off are always calculated as full days regardless of the pick up and drop off times. Late pick up and early drop off do not entitle the hirer to any refunds of unused time
• When a rental duration covers more than one rate period the quote calculation is based proportionately on the rate applying to each month. The daily rental rate applied to each month is based upon the seasonal demand for that month and the total duration of the rental
• The rental duration may be extended by arrangement and any extensions requested can only be authorised subject to availability. Authorisation must be obtained and additional payment made before the end of your existing Rental Agreement. Regrettably, the availability of extensions is not guaranteed
• Unauthorized late return of your vehicle will be charged the full day rate for each extra day. If more than 24 hours late an additional $500 penalty may be charged where compensation is due to other clients as a result of your late return of the vehicle
• One way rentals are available. An additional charge equal to the cost of recovering or delivering the vehicle will apply and will be clearly shown in your quote
• One way rentals and changes of destination after the start of your hire are also possible. Any changes requested can only be authorised subject to availability. Authorisation must be obtained and any additional payment made before the end of your existing contract. The availability of changes is not guaranteed

Interruption to travels

In the event of interruption to your travels, whether before or during your rental period and regardless of whether the cause was within or beyond the control of New Zealand Frontiers or yourself, New Zealand Frontiers undertakes to act compassionately and to arrive at an amicable arrangement with you.

• You are encouraged to purchase travel insurance that will provide you with reimbursement of any funds lost due to due to having to cancel your reservation either before or during your rental. New Zealand Frontiers will assist you with any documentation you may require in support of any such insurance claim
• Where circumstances better suit you and cancellation charges would not otherwise apply and no loss will be experienced by New Zealand Frontiers, it may be possible to provide you with a credit for any unused portion of your reservation towards a further booking
• In the event of interruption to your travels due to events beyond your own control and resulting from components of your rental provided by New Zealand Frontiers, including but not limited to the reliability of your vehicle and its systems, New Zealand Frontiers guarantees to compensate you for the full duration of such an interruption. New Zealand law does not usually require payment of compensation beyond the total amount received from you
• New Zealand Frontiers reserves the right to supply you with an alternative vehicle of the same standard or better where this option is likely to reduce the interruption to you your travels from an event that arose due to events beyond your own control and resulting from components of your rental provided by New Zealand Frontiers
• New Zealand Frontiers reserves the right to direct you not to travel on specific routes or to specific areas due to events such as (but not limited to) earthquakes, volcanic eruptions or inclement weather likely to cause risk to the safety of yourself or your vehicle
• New Zealand Frontiers reserves the right not to provide any compensation for losses you incur as a result of your own actions or due to failure to comply with any aspect of these General Terms of Trade
• As detailed under the Use of Vehicle provisions above, New Zealand Frontiers can terminate your rental in the event of your serious failure to operate the vehicle in a prudent, cautious manner or to wilfully fail to observe any aspect of our General Terms of Trade. In such an event you may receive no compensation from New Zealand Frontiers and you may be liable for additional expenses caused by your actions

Cancellation and refunds

New Zealand Frontiers offers full refund of all payments received from you until 25 days before the start of your rental – something few other motorhome rental companies offer. If you cancel all or part of your rental less than 25 days before you are scheduled to take delivery of your vehicle, this will usually result in loss to New Zealand Frontiers as a consequence of the vehicle not having been available for other work due to your reservation of it, and the likelihood that it will be too late to secure another booking for it. Under such circumstances New Zealand law permits the charging of cancellation fees to provide compensation to merchants.

New Zealand Frontiers charges the following cancellation fees as a percentage of the total you agreed to pay for your reservation (please note that, should you request your reservation less than 25 days before the commencement of the rental, fees will apply immediately to any cancellation received);

• 25 or more days before rental start date - no fee applies
• 7 - 24 days before rental start date - 15%
• 0 - 6 days before rental start date - 50%
• Cancellation after the rental start date or early return of the vehicle will result in no refund

No show will result in cancellation of reservation and no refund