During Your Rental
Car Rental Guide
Need assistance during your rental? We've put together a comprehensive guide to help you find your way.
Still have questions or can't find what you're looking for here? Give us a call on +27 11 923 3518 or email email@example.com and we'll help you out.
Please keep in mind that these FAQ's are for car rentals taking place in South Africa. If you are renting another Avis product, e.g. Avis Luxury Cars, or outside of South Africa please refer to their Terms and Conditions for the information required.
If you have been in an accident you need to take care of yourself and your passengers first and foremost. If there are any injuries please contact emergencies services straight away.
When you are able to please call the 24 hour Avis Roadside and Emergencies call center on 0800 001 669 or +27 11 387 8432 to report the accident. We will provide assistance with emergency services if required and arrange for the vehicle to be towed.
Standard procedures need to be followed with all accidents, please take all the details of any third parties involved and report the accident to the police. We also recommend taking photos of the accident to assist with your claim.
Yes, you can extend your rental using one of the below options.:
- Call us on 0861 021 111 / +27 11 387 8431
- Log into your profile on the Avis App, select 'View this booking' for your current rental and choose the option to 'Change Rental Details'
When extending a rental an additional authorisation will be reserved on your credit card for the extra costs.
Unfortunately, with the nature of any vehicle, mechanical faults do occur from time to time.
If your rental car happens to break down please call the 24 hour Avis Roadside and Emergencies call centre on 0800 001 669 or +27 11 387 8432 where agents are on standby to assist you.
Yes, you can return your car early.
If you opted to pay for your rental vehicle on collection you will only be charged for the rental days used.
If you opted to pay when booking your car the full amount for the orginal booking will still apply, there will be no refund for the unused days.
At Avis, we include all the mandatory costs into your total on the confirmation. This includes the Rental Contract Fee (which is often left out until it’s time to pay), the location/airport surcharge, tourism levy, VAT, specified free mileage and selected waivers.
There are additional charges, however, that could be incurred during the rental which include:
When booking your vehicle, you will be allocated a number of free kilometers. This is usually around 100 – 200km per day which are totalled for you rental. I.e. if you rent a car for 5 days and you are quoted 200km free per day you will have a total of 1000km free to use for your rental.
If your free kilometers are exceeded there is an additional cost per kilometer thereafter. This additional cost is supplied on your booking confirmation and the Rental Agreement.
Fuel is not included in the rental price. When collecting your rental vehicle it will have a full tank of petrol. When returning the vehicle, you can either fill up before arriving at the branch and incur no additional cost or return the vehicle with a partially filled tank. We will then top it up for you at the standard fuel price, plus a minimal refueling fee, which will be added to your final invoice.
All of our vehicles are fitted with e-tags which allow you to pass through the Gauteng e-toll gantries and tollgates which have E-Tag enabled gantries throughout South Africa. All toll fee's incurred during your rental and a minimal e-toll administration fee will be added to your final invoice.
When booking your vehicle, you will be given the option to book either a standard or super collision damage waiver. The waiver booked will determine the amount you will be responsible for if the vehicle is damaged or stolen.
If the vehicle is returned with damages that fall outside of our fair wear and tear guide these damages will be added to your final invoice up to the amount that you are responsible for.
Damages also incur a Damage Administration fee which will be added to your invoice if damages are incurred. If the damages costs are less than R300 the administration fee is R100 and if they are greater than R300 the fee will be R465.
Damage repairs and costs take up to a week to be assessed which will delay your final invoice amount.
Should you rental vehicle be stolen you will be charge for the liability amount that you are responsible for.
Tyre and Windscreen Damage
Tyre, rim, hubcap and windscreen damage are not included in your collision damage waiver. Should any of these be damaged during the rental you will be liable up to the amount of R10 000. This liability can be waived when purchasing the additional Windscreen and Tyre Damage waiver at the counter when collecting the car or through the Avis Call Centre beforehand.
Traffic Fine Administration Fees
If a traffic fine is issued during your rental it will be routed to Avis. We then need to process the fine and have it rerouted to you. Because of this a traffic fine administration fee of R350 is charged for each traffic fine that is received. This fee does not cover the cost of the traffic fine and you will still be responsible to pay the fine with the traffic authority when it reaches you.
This fee is only processed once we have received the traffic fine which could be up to 3 months, or longer, after your rental has taken place. The amount will be deducted from the credit card used for the rental and an amended invoice issued.
We encourage you to obey the rules of the road at all times to ensure the safety of all road users and to avoid traffic fines and the additional costs that come with them.
A rental day is calculated as a 24-hour period with a 29-minute grace period. If you are renting a car for one day and collect it at 08h00 you will have until 08h29 the following day to return the vehicle. Should you return the car after the grace period has been exceeded (even by 1 minute) an extra day's rental will be charged to your invoice.
Keep your Rental Agreement handy to see the exact time that that car was checked out and ensure that you return the vehicle on time to avoid being charged an additional day.
Should the vehicle be returned unreasonably late and no arrangements have been made with Avis to extend the rental an R900.00 Overdue Rental Administration fee will be charged.
Optional Extras and Add-Ons
You will be offered optional extras at the counter when collecting your car, such as Personal Accident Insurance, Windscreen and Tyre Damage Waiver, etc. Should you choose to add an optional extra or add additional services, e.g. an additional driver, they will be added to your final invoice.
Changing Your Car Group
If you decide you need a different car and change the car group from the one that was originally booked your rental price will be adjusted to the price of the new car group.
When collecting your rental car, Avis will hold an authorisation amount over and above the estimated rental cost on your payment card for the duration of the rental. This hold will cover the rental charges, refuelling, additional kilometres, contract fee, waivers and any additional services selected. This will reflect as an authorisation hold on your payment card, no funds are taken from your account. The average holding amount (excluding the rental cost) is R2,800, but this may vary according to your specific rental.
When the vehicle is returned we will debit the rental amount due and send a notification to your bank to release the hold.
If you are renting over a weekend an additional 'weekend authorisation' will be held for the duration of the rental as follows:
- Coast Branches - R3,500 (on all car groups)
- Inland Branches - R7,500 on Car Groups A-E and R10,000 on Car Groups F-N
The additional weekend authorisation will be waived for all Avis Preferred members or upon presentation of a valid airline boarding pass.
What is a valid boarding pass/e-ticket printout?
The rental must take place on the same day as the flight for the boarding pass/e-ticket to be considered. The name on the boarding pass must be the same as the name of the renter.
Authorisation Amount Explained
When collecting the car
- Avis requests your bank to reserve a hold against the funds on your card.
- Your bank with usually present this as a pending transaction that reduces the money you have available to spend. This might appear to be a debit on your statement but it is not.
- We do not charge your card. No funds are actually taken from your account.
- This hold will be the estimated cost of your rental (including a tank of fuel and extras) less any amount paid in advance.
When returning the car
- Once your card is charged with the invoice amount, the hold will be released by your bank.
- As this was a temporary hold and not charged, the return funds will not be shown as a transaction on your statement, instead your available balance will increase.
- Depending on your bank, it can take up to 30 days before this is reflected on your account balance.
- The time to release the hold is not within our control.
Please contact your bank for any authorisation hold queries.
Yes, you will receive your rental car with a full tank of petrol.
When returning the car you can either fill the tank and incur no additional charge for fuel, or let us fill it for you.
The petrol we use to fill the tank will be added to your invoice at the standard petrol price plus a minimal Refuelling Service Fee of R30.00.
Yes, you can add an additional driver during your rental. All you need to do is visit your nearest Avis branch with the additional driver so that we can verify their driver licence and add them to the rental.
We understand you might get delayed, so we try to be flexible. If you’re running late or need to extend your car rental - do make sure you contact us as soon as possible. Should you return the vehicle late - without notifying us or extending your hire - you may be subject to additional charges.
In South Africa, a daily rate is charged per 24 hours with a 29 minute grace period. Should you return the vehicle late and the time exceeds the grace period an extra day's rental will be charged to you.
Should the rental vehicle not be returned by the agreed date and no prior arrangements have been made to extend the rental the vehicle will be collected by Avis and an Overdue Rental Administration fee of R900.00 will be charged.