Star RV Australia International information

Why Choose Star RV?
We are proud to offer you, our discerning guest, our fleet of luxurious motorhomes for your next holiday in Australia.
Built by our passionate craftsmen to the highest standard, we personally guarantee that all our vehicles are less than 12 months old. Enjoy the independence of motorhome travel as you explore the most wonderful places Australia has to offer. We look forward to greeting you.
As a member of the Apollo Motorhome Holidays family – the largest privately-owned and operated RV company in the world – we guarantee the highest levels of quality and service when you choose Star RV for your next holiday in Australia; a trusted name backed by 30 years of experience in motorhome travel.

12 Month Guarantee
We are fuelled by a passion to deliver you an unrivalled RV experience on your next holiday in Australia. This is why we offer a 12 Month Guarantee – a promise from us to you that all our vehicles are less than 12 months old. As the only operator in Australia to offer this promise we guarantee you will enjoy the latest in design, technology, reliability, safety and comfort.

Service
From start to finish we consider your needs as our highest priority.
This is why we offer our 5-Point Service Star.
    - Complimentary valet service.
    - Complimentary linen cleaning.
    - Personal check out and check in service
    - Expedited vehicle pick up with online registration.
    - Expedited vehicle return with a simple key drop facility.
Together with all these benefits we also offer piece of mind with access to our 24 hour,free call, guest service line.

Design
Star RV’s quality fittings and design features enable guests to explore Australia, New Zealand and America in comfort and style. Flat-screen TVs and DVD players all come standard with Star RV vehicles. Each vehicle type has its own unique and inventive design elements, from electronic drop-down beds and slide-out sections to outdoor BBQ’s. These are just a few examples of how Star RV’s intuitive designs ensure the guest’s comfort and convenience on their self-drive holiday.

Heritage
Star RV is the newest member of Apollo Motorhome Holidays, the largest privately owned recreational vehicle operator in the world. Star RV is proud of its Apollo heritage and rightly so, for without a great past, there cannot be a sparkling future.

Star RV Australia International Rental Terms

On arrival, you will be required to sign a rental agreement with the operators of Star RV. Here is a summary of their terms and conditions. Definitions
The following definitions apply for the Terms and Conditions of Star RV:
* The supplier means the operator of Star RV
* The client is also referred to as the hirer(s) or renter(s). Payment terms
* An initial deposit is payable upon confirmation of your booking and will be deducted from your nominated credit card. This deposit is non-refundable.
* The balance amount payable will be collected 28 Days before departure.
* A bond amount is payable upon collection of your vehicle. Please note that a bond amount is payable regardless of any excess reduction policies purchased. Multiple Rentals
We love to reward our long-term road trippers so consecutive rentals, within a 3-month period, in United States of America, Australia and New Zealand on Star RV, Apollo, Cheapa Campa and Hippie can be combined to obtain a long-term discount rate. If drop-off of an RV and pick-up of a new RV occurs on the same day then a day will be charged for each RV. Multiple rentals are
considered separate rentals under the one-way fee and minimum rental period conditions. Driver Licence and Minimum Age
For the safety of our guests a current and full motor vehicle driver licence is required to be shown at pick-up and the driver needs to be present. If the driver licence is not in English then we require accredited English translation or an International Driver Permit. Drivers must be over the age of 21, have a full motor vehicle driver licence that has been held for at least two years and the licence must be valid for the entire booking duration. Rate Inclusions
To make things as comfortable as possible for our guests, our rates include: 24hr Roadside Assistance, unlimited kilometres, kitchen kit, personal linen kit with linen exchange service, general equipment, extra driver fee, Star Pack, Wifi (limits apply), Drop and Go, valet service and gas bottle exchange service. Inclusions comprise;

• Kitchen kit: plates, bowls, knives, forks, spoons, bottle opener, can opener, mixing bowls, colander, saucepans, frying pans, cooking utensils, chopping board, kettle, teapot, toaster and tea towel. Electrical appliances are supplied in vehicles that have 240V.
• General equipment: pegs and clothes line, dustpan & brush, fire extinguisher, bucket, hose and broom.
• Personal Linen kit: complimentary bedding (including sheets, blankets, pillows, pillow cases and towels).
• Linen Exchange Service: guests may exchange their personal kits during their holiday at any Star RV Branch with a 48 hour prior notice.
• Valet Service: guests may visit any Star RV branch whilst on holiday to have their RV cleaned, oil and water checked with a 48 hour prior notice.
• Gas Bottle Exchange Service: every 14 days of hire guests can visit a Star RV branch to exchange their used gas bottle for a full gas bottle.
• Drop and Go: simply return the vehicle neat and tidy and we’ll take care of the rest including vehicle, cabin and bathroom cleaning.
• Star Pack: a bundled extra which provides the highest liability cover option and basic items necessary for a great road trip; includes ‘The High Road’ (Nil liability and only a $250 bond), unlimited windscreen and tyres, undercarriage/overhead damage (covered for accidental damage), Road User Charge recovery fee, pre-purchased gas bottle, initial set of toilet chemicals, camp chairs and table and baby/booster seats (on request).

WIFI Summary

• 500MB per day included with Star RV bookings as per the 1920 conditions.
• WIFI is offered through a separate device provided on pick up.
• Up to 10 devices can connect to the WIFI device.
• To access the WIFI guests will be provided the credentials for the device on pick up.
• If the WIFI device is lost/damaged guests will be charged a AU/NZ $260 fee to replace the device.
• If the 5GB amount is exceeded guests will be prompted when connected to WIFI, and redirected to a portal where additional packages will be offered.
• Guest can accept an additional package and enter credit card details into the portal to confirm the purchase.

Road User Charge Recovery Fee
The cost of using New Zealand’s roads is recovered from road users via levies in the price of some fuels or through road user charges (RUC). The Road User Charge Recovery Fee is included in the daily rate. Discounts
Guests who love road trips as much as we do and travel for more than 21 days receive 5% off daily rates. This is also available to guests with multiple bookings that total 21 days or more. Booking Alterations
At Star RV we understand that sometimes things change. If this is the case, any changes made to a booking will be calculated by using the higher one of two rates, either the original Flex Rate or the Flex Rate current at the time of booking alteration.
The following are considered as a booking alteration:

• Change of name
• Change to pick-up or drop-off dates
• Change pick-up or drop-off branch location
• Change of RV category
• Change of rate scheme including special rates

If the rate scheme or RV category is changed, this is considered a new booking and cancellation fees may apply to the original
booking. If there are any last-minute alternations made within 14 days of pick-up we will be happy to accommodate these, however due to the short notice if the holiday is shortened the number of days originally booked will be charged. If the pick-up or drop-off location is altered within 14 days of pick up, a relocation fee may also apply. Change to the Drop-Off Location after Pick-Up
If your guest changes their drop-off destination after pick-up, they should get in touch with our friendly Reservations team at +800 3260 5466 (international free call) who will be happy to help. Our team will advise guests if the change is possible and if a relocation fee applies. Extending a Road Trip
If your guest gets swept up in the adventure of a road trip and wants to extend their booking whilst on the road, they should first contact our friendly Reservations team who will be happy to advise if the extension is possible, and the costs associated. To secure an extension, the extra costs (calculated on the current rate of the day), will need to be paid by credit card inclusive of all taxes and surcharges, either over the phone or at an Star RV Branch at the time of extension. Of course, any long-term discounts in place, will continue to apply to the booking. We will always do our best to accommodate any extensions however it is subject to availability of our fleet. Change of RV
We understand guests’ needs are different and therefore our RVs can be requested by category, however not by make or model. We always do our best to accommodate requests, however should the RV booked be unavailable due to unforeseen circumstances, we will substitute the booked RV with an alternative available RV at time of pick-up, at no extra cost. Any changes made to the booked RV and agreed to by the guest do not entitle the guest to a refund. In the event of no alternative RV being available to the guest, StarRV's liability is limited to a refund of the hire charge or in the case of mechanical failure (unless caused by the guest) the remainder of the hire period. Pre-register Online
Guests have the ability to register online in advance on apollocamper.com/registernow. By completing the required pick up information ahead of the pick-up date guests will experience a smoother and quicker RV collection process. Getting to and from the Airport
Branches are conveniently located near major airports and we offer complimentary airport transfers to make it even easier for our guests. Branch Hours and Public Holidays
Our branches are conveniently open 7 days a week;

Location	Dates and Hours of Operations
Auckland Christchurch	1 April - 31 March 8am to 4:30pm 7 days a week

Our staff enjoy a holiday as much as you do and all of our branches are closed on public holidays for Christmas Day, New Year’s Day and Good Friday. RV Introduction and Show Through
On pick-up, our staff provide guests with a thorough RV show through. This can take up to an hour and includes all the necessary information guests need to know about the interior and exterior features of their RV. This ensures guests are comfortable and confident with their RV before they start their road trip. To ensure guests have a thorough RV show through before starting their road trip, they will need to pick up their RV from the branch by 4pm. Booking Duration
A road trip allows guests to travel at their own pace. To ensure our guests get the most of their holiday a minimum five-day booking applies, when pick-up and drop-off is from the same branch location. Minimum booking periods may also apply during peak periods such as Christmas, Easter, Chinese New Year etc. Updates will be included with the weekly Flex notifications. One-way Bookings
Road-trips don’t always finish where they started, some of the best adventures don’t. If a guest drops-off at a different branch location from which they picked-up, a $150 one-way fee applies. Travel Restrictions
Not all RVs are suitable for all driving situations, so it’s important the right RV is chosen for the travel planned. For the safety of guests, certain travel restrictions are in place. Star RV, at its discretion may restrict RV travel in certain areas due to adverse road or weather conditions, and the distance to nominated destinations in relation to the length of the rental period. Our RVs aren’t equipped for the rougher terrain and cannot be driven on unsealed roads. Well maintained access roads which lead to recognised campgrounds and are less than 12 kilometres long are allowed. For the safety of our guests, RVs cannot be driven on Skippers Road (Queenstown), The Crown Range Road/Cardrona Valley Road (between Arrow Junction to Cardrona), Ninety Mile Beach (Northland), Ball Hut Road (Mt. Cook) and North of Colville Township (Coromandel Peninsula). Kilometres
For the safety of guests please don’t underestimate the time it will take to get from one point to another. While our RVs include unlimited kilometres we recommend travelling a maximum of 300 kilometres per day or the equivalent of 4-5 hours driving. Returning the RV
The RV is a home away from home and for comfort, we recommend it’s kept tidy throughout the road trip. The RVs need to be returned to the branch as they were taken, with the interior cleaned and holding tanks emptied. The RV exterior does not require cleaning unless it’s covered with excessive dirt or mud, making it difficult for our team to see its return condition. Repairs
We understand that while on holiday the RV may require small repairs. So not to disrupt the road trip any further, if the damage was not caused by the guest, repairs up to $100 can be completed without authorisation and will be reimbursed. If repairs over $100 are needed, the Apollo Assist team should be informed prior to repair being completed. All RVs are enrolled in the Australian Automobile Association and 24hr mechanical emergency roadside assistance is available if needed simply contact Apollo Assist at 0800 234 567. Infringements, Tolls and Fines
Star RV will pass on any charges the guest receives for traffic infringements, toll way or parking fines during their road trip. No one likes unexpected surprises or additional administration fees, so we’ll only charge guests the exact amount of the fine or charge received. Animals
Service animals are allowed to travel in our RVs with written permission from Star RV at time of booking. Smoking
Our RVs are a smoke free zone, smoking is not allowed in any of our RVs. Payment at Branches
For security reasons, Star RV accepts Credit card and Debit card for charges paid on RV pick-up and drop-off. We do not accept cash at Star RV branches. The Bond is payable at pick-up by Credit card and cannot be paid with a pre-paid Credit card. Credit Cards
We accept Visa, MasterCard, American Express, Diners Club and Union Pay. The following fees apply for the rental and any additional products (irrespective of chosen account e.g. savings, credit, etc.):

	Rental/Extras
Visa/MasterCard Debit/Credit card	2.0%
Amex/Diners	4.5%
Union Pay	2.8%

Fees are subject to change without notice Travel Insurance
For peace of mind, we strongly recommend that all guests take out the highest level of private Travel Insurance. Protection Package
Personal Injury
The RV has third party insurance cover and it is likely that any other vehicle involved in an accident also has third-party insurance. Depending on the circumstances of an accident, the guest may be entitled to claim for their personal injury against the third-party insurance of the party responsible for the accident. The extent of such third-party insurance may vary and Star RV strongly recommends that all passengers take out their own Personal Injury Travel Insurance. Property Damage
The RV is insured for damage to it and damage to the property of a third party. However, the guest is responsible up to the amount of the applicable Liability for damage to third party property, or to the RV. The guest is also responsible for the cost of the daily rate for the period the vehicle is being repaired. There is no refund for unused portion of the rental period. The Liability applies to each claim, not RV. The Liability is applicable regardless of who is at fault and must be paid at the time the accident is reported to Star RV by telephone on a credit card, not on return of the RV. Star RV reserves the right to charge the guest for any RV damage including Third Party property damage not reported but identified on return of the RV. Liability Options
We understand that Star RV guests want a worry free holiday and therefore the best liability option is already included in daily rates with only a $250 Bond required for travel period between 1st April 2019 till 31 March 2020.

Excess and bond will be $7500 from 1st April 2020 onward.

Bond
The Bond is payable to Star RV by an open signed credit card imprint with an authorisation for $250. The credit card holder must be present to sign for the Bond when they pick-up the RV and is liable for any damage to the RV. The Bond is fully refundable provided terms are met. The RV simply needs to be returned on time and full of fuel to the Star RV branch location booked. Credit card refunds including bond refunds can take up to 14 working days depending on the guest’s Financial Institution. If there is damage to the RV on its return or any other terms of the rental contract have not been met, the Bond will be used to cover the cost up to the amount of the relevant Liability. If the terms of the Rental Contract are not met and the Bond is not sufficient enough to cover the damage, extra costs will be charged. If a guest is continuing on with another Star RV booking, the Bond can be transferred to the next booking within New Zealand. Exchange Rate / Currency Variations
All transactions are conducted in New Zealand dollars. Due to exchange rate fluctuations, there could be some variance in the amount refunded compared to the amount initially charged. Refunds by credit card can take up to 14 working days depending on the guest’s financial institution. Cancellation Terms
We hate for road trips to be cancelled however understand that sometimes it may be necessary. In case of cancellation, the below terms apply:

• If cancelled 94+ days prior to pick up – No fee (booking deposit refundable)
• If cancelled 93 to 25 days prior to pick up - 10% of Total Rental (minimum $250)
• If cancelled 24 to 10 days prior to pick up - 20% of Total Rental (minimum $250)
• If cancelled 9 to 4 days prior to pick up - 50% of Total Rental (minimum $250)
• If cancelled less than 4 days prior to pick up or no show - 100% of Total Rental (minimum $250)
• There is no refund for late pick up or early return of RV.

Original pick-up date or the earliest confirmed pick-up date is used to calculate the cancellation fee. Refunds by credit card can take up to 14 working days depending on the guest’s financial institution. Other Things You Need to Know Star RV reserves the right to refuse any rental at our discretion. While on their road trip guests are responsible for:

• Damage caused where the terms of Rental Contract have not been met of the guest (other than when a third party admits fault and provides full contact and licence details).
• Damage caused by negligence and/or wilful conduct.
• Damage caused to the RV in any way by part or total water submersion or salt water. It’s true, our vehicles can’t swim.
• Damage caused to the RV when using the RV in contravention of any legislation or regulation controlling vehicular traffic.
• Damage caused due to a single vehicle roll over.
• Damage or loss caused to any personal belongings.
• Damage caused due to use of incorrect or contaminated fuel.
• Damage caused due to the incorrect use of snow chains.
• Damage to the slide out, awning or roof top tent of the RV.

Rates/Terms/Conditions are subject to change without notice. Enjoy the adventure, wherever it takes you. Terms of booking on this website 

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 vehicle supplier'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.

Liability
To the extent permitted by law we/the owners of this website 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 (including but not limited to any accident, injury, 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.

When you pick up your vehicle, you will be required to sign a rental agreement with the supplier of the vehicle. Your rental and use of the vehicle will be governed by the terms of the rental agreement and any other documentation or information provided to you by the supplier at the time you pick up your vehicle. The rental agreement is between you and the supplier and we will not be liable to you or to any third party in relation to the terms of the supplier’s rental agreement or any other documentation provided to you by the supplier at the time of pick up.

While we will make reasonable efforts to ensure we are representing only reputable suppliers, we make no warranty about the fitness or suitability of any third party (supplier) product or service and will not accept responsibility for the quality or fitness of any vehicle. If you encounter issues with the vehicle whilst on hire, you MUST report these issues directly to the relevant supplier at the earliest possible time. This will allow the supplier 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 suppliers. We may, at our discretion, provide you with reasonable assistance in resolving any dispute you may have with a supplier.

Our total liability to you in relation to your use of this website and the information contained on this website will not exceed the dollar amount of the deposit we have received from you in relation to your booking/rental. Refunds will not be made for bookings cancelled due to inclement weather. 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, subject to availability, confirm your booking by emailing 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 2% credit card or debit card surcharge 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 on your card and becomes non-refundable and any cancellation fees stated in the supplier's 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.

Information disclosure
In booking on this website you acknowledge that we disclose your information to your selected Supplier in order to provide the requested rental services.

Amendments
Please note that some suppliers 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 supplier. In addition to the alteration policy of the supplier stated in their terms, the following charges will apply:
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 vehicle supplier 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 Policy
We are committed to providing a quality service and aim for complete customer satisfaction. In the event of cancellation, any refunds or penalties are detailed in the terms and conditions of your selected vehicle that you are asked to read and accept at time of booking. In the event you are unsatisfied with our 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 operator of the vehicle.
This website is owned and operated by Motorhome Republic Ltd. Our financial centre and marketing office is based at Level 5, 12 Madden Street, Wynyard Quarter, Auckland, New Zealand. In Australia, we are based at Suite 3.01, 11 Queens Rd, Melbourne VIC 3004. Thank you for booking with us.