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Star RV Australia Domestic informationWhy 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 Domestic Rental TermsOn 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. DefinitionsThe 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, Drop and Go, valet service and gas bottle exchange service. Inclusions comprise;
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:
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;
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 you receive for traffic infringements, toll way or parking fines during your road trip. For Toll Way Fees received, Star RV reserves the right to charge to the guest’s credit or debit card upon receiving the toll way fee, and an administration fee of $75 per toll way fee received to cover associated administrative costs. Star RV offers guests the option of purchasing our Toll Package for $39 which gives guests a $50 ‘toll credit’. When travelling through toll ways the credit will be used up to the value of $50. Once $50 is exceeded, another toll package will be automatically charged to the guest’s credit card. (A 0.75c registration matching fee applies within the $50 credit). 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.):
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:
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