Terms of Service

1. Definitions

"Olivia Motors LTD", "we" or "us" means Olivia Motors LTD Mobility Ltd, registered in New Zealand (company no. 11482097), with registered office at 8 Te Whanganui-a-Tara Lane, Wellington 6011, and its operating subsidiaries in New Zealand. "You" or "the Renter" means the individual named as the primary driver on the rental agreement, who remains responsible for the vehicle for the entire rental period.

"Vehicle" means the car identified on the rental agreement together with its keys, documents, charging cables, tools and any accessories or child seats supplied with it. "Rental Period" begins at the collection time stated on the agreement and ends when the vehicle and keys are returned to an authorised Olivia Motors LTD representative, or when the vehicle is recovered by us, whichever is later.

"Excess" means the maximum amount you are liable to pay towards damage or theft under the standard cover included in the daily rate. "Authorised Driver" means the Renter and any additional driver we have accepted in writing and whose licence we have verified.

2. Eligibility & driver requirements

The minimum age is 21 for our Compact, Sedan and SUV categories, 25 for the Performance range, and 30 for the Signature Collection. Drivers aged 21 to 24 pay a young driver surcharge of NZ$28 per day, disclosed at checkout before payment. Every Authorised Driver must have held a full, valid licence for at least twelve consecutive months.

At collection we verify the original licence, a passport or national identity card, and the payment card in the Renter's own name. Licences not issued in the Latin alphabet must be accompanied by an International Driving Permit. Photographs, photocopies and digital wallet images are not accepted as substitutes for the original documents.

We may decline a rental where a licence carries more than six active penalty points, shows a disqualification within the last three years, or where a driver has an unspent conviction for an alcohol- or drug-related driving offence. Where we decline for these reasons at the counter, prepaid rental charges are refunded in full.

• Original licence held 12 months or more, presented at the counter
• Passport or national ID for every Authorised Driver
• Credit or debit card in the primary driver's name for the deposit hold
• International Driving Permit for non-Latin-alphabet licences

3. Booking & payment

A booking becomes binding when we issue a confirmation reference in the format RN-00000. The price shown at that moment is fixed for the dates booked and includes vehicle hire, comprehensive insurance to the standard excess, roadside assistance, local taxes and airport concession fees where applicable. Optional extras are itemised separately.

We take payment in full at the time of booking for rentals under seven days, and a 20% deposit with the balance due 48 hours before collection for longer rentals. At collection we place a pre-authorisation hold on your card of NZ$250 for standard categories, NZ$500 for Performance and NZ$1,000 for the Signature Collection. The hold is not a charge and is released within five working days of a clean return.

Where a charge arises after return — a traffic penalty, a toll, a refuelling shortfall — we notify you by email with supporting evidence at least 72 hours before taking payment, and apply an administration fee of NZ$35 per notice. Corporate accounts settled on invoice are payable within 30 days of the statement date.

4. Cancellations & refunds

You may cancel free of charge up to 48 hours before the collection time, and we refund everything you have paid to the original payment method within five working days. Cancelling inside 48 hours costs one day's rental; cancelling after the collection time has passed, or failing to collect the vehicle, costs three days' rental or the full rental value, whichever is lower.

Changes to dates, times, pickup branch or vehicle category are free and unlimited up to 48 hours before collection, subject to availability and any difference in price. You can make these changes yourself from My Bookings without contacting us. Shortening a rental after collection does not entitle you to a refund of unused days unless the reduction was agreed with us in advance.

If we cannot supply the vehicle category you booked, we will upgrade you at no cost or, where no suitable vehicle is available, refund you in full and pay reasonable onward travel costs up to NZ$150 on production of receipts.

5. Vehicle use & restrictions

The vehicle may only be driven by an Authorised Driver, on sealed public roads, and in compliance with all applicable traffic law. It must not be used to carry passengers or goods for hire or reward, to push or tow another vehicle, to carry more people than there are seatbelts, or to transport animals outside an approved carrier.

Motorsport of any kind is prohibited, including track days, rallies, speed trials, timed runs and driver-training exercises. Off-road and unsealed-surface driving is prohibited on all categories, including four-wheel-drive vehicles, unless we have issued a written desert or off-road endorsement for the specific booking.

Smoking and vaping are not permitted in any vehicle; a deep-clean charge of NZ$180 applies where evidence is found on return. Vehicles must not be taken outside the country of collection, or onto a ferry, train or transporter, without our prior written consent. Breach of this section voids all insurance cover and makes you liable for the full value of the vehicle.

6. Insurance & liability

Every rental includes comprehensive motor insurance, third-party liability to the statutory minimum of the country of collection, and 24/7 roadside assistance. Your liability for damage or theft is capped at the standard excess for the category: NZ$850 for Compact and Sedan, NZ$1,200 for SUV, NZ$2,500 for Performance and NZ$5,000 for the Signature Collection.

Zero-excess cover can be added at booking or at the counter for NZ$24 per day and reduces your liability to nil for a single incident, with glass, tyres, undercarriage and roof included. It does not cover lost keys, misfuelling, interior damage, or loss caused by a breach of section 5.

We are not liable for indirect or consequential loss, including missed flights, lost earnings or accommodation costs, except where that loss results from our negligence. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, or for fraud.

7. Fuel & mileage

Vehicles are supplied with a full tank, or a battery charged to at least 90% for electric models, and must be returned at the same level. Where they are not, we charge for the fuel or energy used at the local pump or network rate plus a NZ$30 refuelling service fee. Prepaid fuel can be bought at collection for NZ$75 per rental and lets you return the vehicle at any level.

Rentals of three days or longer include unlimited mileage. Shorter rentals include 200 km per day, pooled across the rental, with additional kilometres charged at NZ$0.35. Signature Collection vehicles are limited to 100 km per day regardless of duration, with additional kilometres at NZ$3.50.

Misfuelling — putting petrol into a diesel vehicle or vice versa — is never covered by insurance. You are responsible for the recovery, tank drain, and any consequential engine damage, together with loss-of-use charged at the daily rate for each day the vehicle is off the road.

8. Damage, loss & theft

A guided photographic condition report is completed in the app at collection and again at return. Any damage not recorded at collection and present at return is presumed to have occurred during the Rental Period. We recommend you complete the collection report carefully; it is your primary protection against a disputed charge.

All accidents, thefts and attempted thefts must be reported to us within 24 hours and to the police within 48 hours, with a crime or incident reference provided to us. You must not admit liability at the scene, and you must obtain the names, addresses, insurers and registration numbers of any other party involved.

Repairs are carried out by manufacturer-approved bodyshops and charged at documented cost. We provide the estimate and photographs before taking payment, and you may obtain an independent estimate within seven days. Loss of keys is charged at the replacement and reprogramming cost, typically NZ$320 to NZ$900 depending on the model.

9. Termination

We may terminate a rental immediately and recover the vehicle where it is being used in breach of section 5, where a payment fails and is not corrected within 48 hours of notice, where documents provided to us prove to be false, or where we reasonably believe the vehicle or any person is at risk of harm.

On termination the vehicle must be returned to the branch stated on the agreement at your own cost. Where we recover it ourselves, recovery is charged at documented cost plus NZ$250 administration, and loss-of-use is charged at the daily rate until the vehicle is back in service.

You may terminate at any time by returning the vehicle to an authorised branch during opening hours. Sections 6, 8, 10 and any accrued payment obligations survive termination of the agreement.

10. Governing law

Rentals collected in New Zealand are governed by the laws of New Zealand and subject to the exclusive jurisdiction of the courts in Auckland. Rentals collected outside New Zealand are governed by the law of the country of collection where local branches operate.

Nothing in these Terms removes statutory consumer rights that cannot be excluded by contract in your country of residence. If any clause is held to be unenforceable, the remaining clauses continue in full effect.

We aim to resolve complaints within ten working days. If we cannot, UK customers may refer the matter to the British Vehicle Rental and Leasing Association conciliation service, and EU customers may use the European Commission's online dispute resolution platform.