This document contains the information you – and additional drivers, if you have them – need to know about your rental. You should read this document together with the rental terms and conditions. You can find a sample of the rental terms and conditions by going to www.kuching-carrental.com. If you received a booking confirmation email it may contain a link to this sample. Please note the sample rental terms and conditions are an indication of the terms of the contract and may not contain the exact terms you will be asked to sign when you pick up the vehicle.
It is important to us that you enjoy your experience with us and have all the information you need. It might take you a little time now but it could save you time later.
The prices in this document are subject to change – but they’ll give you a good idea of what to expect. For exact prices, please contact the rental location or contact the reservations team. All prices include SST, where it’s charged.
To make a booking, change a booking or tell us about an issue while you’re renting, contact the rental station or the reservations team:
You will find the contact details for the rental station on your rental agreement.
To tell us about an issue after you’ve returned the vehicle, please contact the customer service team:
If you call from a landline, calls are charged at your standard network rate. Calls from mobiles are charged at your network rate. Calls from outside Malaysia are charged at international rates.
To drive our vehicles, you – and all of your drivers - need to be at least 21 years old and have held a full, valid driving licence for at least 1 year at the start of your rental. A higher minimum age limit may apply to certain vehicles.
When you book, you’ll be informed if there are any minimum age restrictions for the vehicle you request. If you are not sure, please check your booking confirmation email – or call the reservations team for assistance.
Unfortunately, we do not offer young driver surcharge at this time. If you are under 21, you will not be able to drive our vehicle because our insurance is not cover for driver below 21 years of age.
Yes, unfortunately, you will not be able to drive our vehicles if you are over 70 years of age.
Unfortunately, we do not offer senior driver surcharge at this time. If you – or any of your drivers - are over the age of 75, you – or any of your drivers will not be able to drive our vehicle because our insurance is not cover for driver over 75 years of age.
We accept:
Under an online secured system, we accept online payment (FPX), Touch & Go payment also.
Yes, you can pay by cash to the counter, or to the driver when they deliver the Car/Bike/Scooters to you.
TAKING THE VEHICLE OUTSIDE THE COUNTRY
You are only allowed to use the vehicle in the country of rental. You are not allowed to take it anywhere else.
No, regrettably, we do not offer any products which enable you to drive in other countries at this time.
If you have purchased a Collision Damage Waiver (CDW) and the vehicle is damaged, the amount you have to pay for the damage will be reduced to no more than the excess stated on your rental agreement meaning you’ll pay for the cost of repair or the excess, whichever is less regardless of whether you are at fault or not. If you can show the damage was not in any way your fault when you pick up the vehicle, we will refund these costs to you. If you can show the damage was less than we said, we will refund you the difference.
If any optional extras are damaged, you have to pay for the cost of replacement, or their estimated repair costs in addition to the rental fee.
Yes, the amount you pay will not be reduced if damage was caused by – or as a result of:
If the vehicle, keys, parts, any accessories or any vehicle documents are damaged during your rental, unless you can prove the damage was not in any way your fault when you pick up the vehicle, you’ll have to pay:
If you have Theft Protection waiver (TP) and the vehicle is stolen, the amount you have to pay will be reduced to no more than the excess stated on your rental agreement meaning you’ll pay for the cost of repair or replacement or the excess, whichever is less regardless of whether you are at fault or not.
Yes, the amount you pay will not be reduced if the loss or theft was caused by – or as a result of:
If the vehicle is lost or stolen during your rental, you’ll have to pay:
If we find lost or stolen, we’ll charge the amount you have to pay to your card. Unless you’ve asked us to send you a receipt by post or email, you’ll be able to request details your payment by emailing us at [email protected]
Damage to people and their property
Third Party Liability (TPL) cover is provided with the vehicle as standard. This means that if you have an accident in our vehicle and you injure someone, or you damage anything which belongs to them, you will not have to pay any of their costs. Third Party Liability cover any death or injury of third party.
If the law requires us to provide you with third party liability cover, the minimum cover required by law will still apply but we, or our insurer, may seek to recover our costs from you if the accident was caused by:
Personal Accident Insurance (PAI) covers the driver and passenger of the vehicle excludes personal items in the vehicle and accessories in the event of an accident. The coverage protects the driver and four (4) or six (6) passengers in a vehicle (category) for a total amount of RM100, 000.00 against death and total permanent disability. However, if the driver or passenger have purchased their own PAI, they are allow to claim both.
Personal Accident Insurance is underwritten by a few Panel international companies in Malaysia. You will need to agree to their terms and conditions.
Yes, some of our rental locations offer a Delivery Service where we drop the vehicle – and any optional extras you pre-booked – off at a time and place you request. If you want to have the vehicle delivered, you must:
You will be responsible for the fuel used – at the Pay on Return rates - to deliver the vehicle to you at the Pay on Return rates – unless you buy Fuel up Front. Find out more: see the “Fuel Options” section in this document.
The fee for this depends on where you’re renting and where the vehicle is being delivered to in Malaysia, but you can expect it to be between MYR30.00 and RM900 one way depending on the locations (Within Peninsular / East Malaysia). Please share with us your rental plans and we will so our best to offer you our best solution for your consideration.
Please give us 48 hours’ notice that you would like us to deliver the vehicle to you. We may be able to deliver it at shorter notice, but you’ll need to check with the rental station or Reservations team.
Some of our rental locations offer a Collection Service where we collect the vehicle – and any optional extras you rented – at a time and place you request. If you want to have the vehicle collected, you must be available to hand the vehicle over.
You will be responsible for the fuel used – at the Pay on Return rates – to return the vehicle to our nearest rental location unless you buy Fuel up Front. Find out more: see the “Fuel Options” section in this document.
The fee for this depends on where you’re renting and where the vehicle is being collected from – but you can expect it to be between MYR30.00 and RM900.00 one way depending on the locations (Within Peninsular / East Malaysia).
Please give us 48 hours’ notice when you want the vehicle collected. We may be able to collect the vehicle at shorter notice, but you will need to check with the reservations team.
If the vehicle, keys, any accessories, any vehicle documents and any optional extras aren’t there when we come to collect, you’ll still be charged for the collection. You’ll then need to book a new collection – and pay another collection fee – or bring the vehicle back to the rental location yourself.
Yes. All drivers must bring all parts of their valid driving licence with them. They must bring both their driving licence and either an international driving licence or an official English translation.
Yes. All drivers must have held their licences for at least 1 year. If a licence does not show the driver has held it for the minimum period, then they must provide evidence, such as:
If any driver has any unspent driving convictions for the following:
If they have two or more unspent convictions for offences not listed above unfortunately, they will not be able to drive our vehicles.
Yes, you must bring:
Yes, you must give us a pre-authorisation on your payment card before we release the vehicle to you. A pre-authorisation holds money in your account.
You’ll need to give us a payment card in your own name that has enough money available on it. Find out more: see the “Payments Options” section in this document.
The amount of the pre-authorisation or security deposit is either fixed – or calculated based on:
The calculation varies depending on the rental location. If you’d like more details, please call the Reservations team or ask a member of our team.
Yes. The vehicle will normally be supplied with a full tank of fuel. You must return it to us with the same amount of fuel it had in it when you picked it up – usually a full tank – as shown on the factory-installed fuel gauge. We recommend you fill up as close to the return location as you can on the return date, and keep the receipt to show us. If you don’t return the vehicle with a full tank – and you can’t show us a receipt for fuel – we will charge you.
Fuel Options
I plan to travel more than 100 kilometres and want peace of mind, do you have a fuel option for me?
Yes, with Fuel Up Front you pay for a full tank of fuel, based on the manufacturer's stated fuel tank capacity for your vehicle – plus our costs of refuelling the vehicle for you. Then you just return the vehicle with whatever’s left in the tank (even if it’s virtually empty) so long as the engine still runs. However, you don’t get a refund for any fuel you don’t use.
How do I calculate the cost of Fuel Up Front?
Depending on where you’re renting, we charge the average fuel price at the start of your rental period. However, you don’t get a refund for any fuel you don’t use.
Can I get Fuel up Front at any time?
No, if you want to take advantage of Fuel Up Front, you must ask for it during the booking process or when you pick up the vehicle.
I plan to travel less than 76 kilometres, do I still need to fill up?
Yes, often the fuel gauges stills look “full” so we ask you to fill up the tank near to the return location and show us a copy of the receipt. If you don’t have time to fill up the tank, or can’t show us a receipt, we will apply EZ Fuel to cover our costs of refuelling the vehicle for you.
Yes, but only if we have approved them. You must not let anyone else drive the vehicle.
We charge a fee for every Additional Driver we allow to drive the vehicle. The price depends on the location you’re renting from, but you can expect it to be RM10.00 (subject to 6% service tax) per day, per driver.
All additional drivers must meet our age, driving licence and ID requirements. Find out more: see the “Age Information” and “Driving Licence and ID requirements” sections of this document.
If any additional driver is outside of our age restrictions, we will also charge a driver surcharge. Find out more: see the “Age Information” section of this document.
Yes, you may request for meet & greet services at the Glenmarie Golf & Country Club in Shah Alam, or other locations upon request.
You must give us at least 48 hours’ notice to organise a ‘meet and greet’ pick up. We may be able to provide the service at shorter notice, but you will need to check with the Reservations team.
Yes, some airport and station rental locations offer an out of hour’s pick-up service where you can collect the vehicle and any optional extras outside the rental location’s normal opening hours.
The out of hour’s pick up fee is RM100-RM150 (subject to 6% service tax)
You must give us at least 24 hours’ notice to organise out of hour’s pick-up. We may be able to provide the service at shorter notice, but you will need to check with the Reservations team.
No. It is against the law to smoke in public places in Malaysia (i.e. restaurants, indoor and air-conditioned areas). Our vehicles are considered a public place so you are not allowed to smoke in it. If we believe anyone has smoked in the vehicle during the rental period, a fine of MYR500 (subject to 6% service tax) will be charged to you for specialist cleaning services.
Find out more: see the “Age Information” and “Driving Licence and ID requirements” sections of this document.
No, there are no zones where you need to pay a fee before you can enter. There are however toll charges for use of highways or expressways in Malaysia, and not forgetting most parking areas will also require either hourly or flat-rate parking fees.
We recommend you check the Internet to find out about any restricted areas before you travel. The following websites provide useful information:
If the rental location is in or near a restricted area, we will tell you about it when you pick up the vehicle.
You are responsible for all fines and charges issued as a result of you or your additional drivers using the vehicle. Fines and charges could include:
If a fine or charge is sent to us because you haven’t paid a charge or complied with the law, we will take payment for:
Yes, if the interior of the vehicle is especially muddy, dirty, stained or smelly, and our standard cleaning procedure will not fix it, you will be charged a Specialist Cleaning Charge of MYR500 (subject to 6% service tax)
What happens if I break down because of a mechanical failure?
All our vehicles are maintained to the manufacturer’s standards, and they’re roadworthy when you pick them up so mechanical failure in our vehicles is rare. So long as you’re using the vehicle in a country we’ve agreed to, we provide roadside assistance or recovery free of charge. You can only use our roadside assistance provider to help you. Our roadside assistance contact number is 016-8884020 / 0109374020 (toll-free) or you’ll find their contact details on the windscreen. You are not allowed to release our vehicle to unauthorised roadside assistance provider, if there is any cost incurred due to this, it will be borne by you.
What happens if I break down because of a non-mechanical failure or in another country?
You must tell us if you break down or have an accident. If you break down because of a non-mechanical failure or accident within our country, our emergency team or roadside assistance provider will assist you without any charges. However, if you break down because of mechanical failure or non-mechanical failure or accident in another country and you need roadside assistance, we will arrange this for you but you will have to pay for it. You will also be charged for any costs we incur getting the vehicle back on the road in the country of rental. This may include, but is not limited to:
What is non-mechanical problem?
What happens if I don’t return the accident or incident report form?
If you are involved in an accident or incident, or the vehicle, keys, any accessories, any vehicle documents or any optional extras are damaged, lost or stolen, you must complete and return an incident or accident report form to us otherwise we will impose the total repair cost of the vehicle and other miscellaneous cost might incurred on you.
Can I pick up the vehicle from one rental location and return it to another?
Yes, some rental locations let you collect the vehicle and any optional extras from one rental location – and return them to another. However this must be within Malaysia only, and charges may apply.
How much is the One-Way fee?
The price depends on the rental location. If you want to pick up the vehicle and return it to a different location in the same country, the charges will be from RM250 to RM900 (subject to 6% service tax) depending on the locations.
How do I get a One-Way rental?
You can request a one-way rental when you book – or you can ask for it when you get to the rental location.
If you asked for a one-way rental when you booked, the fee will be included in your rental price.
How much will it cost if I did not request a One-Way rental but return the vehicle to a different location?
You will be charged a one-way fee at the ‘pay at location’ prices available on the day you return the vehicle.
I want to keep the vehicle for longer, what should I do?
If you want to extend the rental please contact us as soon as possible. At the latest, this should be before the end date and time on your rental agreement. Extra days will be charged at ‘pay at location’ prices.
What happens if I don’t extend the rental?
If you fail to extend your rental and are late returning the vehicle, we will charge you for an extra day’s rental until the vehicle is returned.
Should you wish to extend your rental beyond the original termination date, it is important that the renting station be advised immediately and the required advance payment paid so that insurance cover is extended. Failure to do so may mean the Renter is driving the vehicle without insurance. Any additional hour would be charged as 1 day full rental if the car is returned beyond the 3 hours grace period.
The prices we give you for optional extras when you book will generally be the price you will pay. Exchange rates or other reasons beyond our control may alter prices.
Customers with disabilities
I have a disability, do you offer adapted vehicles?
No, regrettably, we do not currently offer specially adapted vehicles at this time.
I have a disability, do you offer hand controls?
No, regrettably, we do not currently offer hand controls or panoramic mirrors at this time.
Popular optional extras to rent
I have small children, do you offer child seats?
Yes, we offer child safety seats. A child seat is typically suitable for a child aged 4 to 11 years old and weighing between 15 and 36 kilos.
In some rental locations, we may arrange for a third party to fit the seat for you. But remember, it is always your responsibility to check the seat is fitted correctly before you drive away.
Please note: In Malaysia, all children must normally use a child car seat until they’re 12 years old or 135cm tall. Find out more: https://www.miros.gov.my/xs/page.php?s=crs-guidelines
For certain location, we do offer baby seat, please let us know in advance, the age, size of the babies/children concerned.
I’m intending to drive along toll roads; do you offer a device to make this quicker and easier for me?
We do not offer any electronic toll charging devices at this time. However, we do offer a Touch N’ Go prepaid card which you may request to purchase it when pick up your vehicle at our rental outlets.
How much does the Touch n’ Go Card cost?
The Touch n’ Go card is cost between MYR20 (for normal card) subject to 6% service tax. Both cards are pre-loaded with RM10 credit. When passing a toll booth, tap the card at the designated reader to perform toll payment, and the toll fees will be automatically deducted from your loaded value in the card.
This is a prepaid card, hence you are required to top-up the card value reaches zero. Minimum top up value is MYR10, and the maximum top up value is MYR1,500. You are advised to top up your Touch n Go value before leaving starting your drive. You are advised not to top up so much because you don’t get a refund for any amount you don’t use in the card. We recommended you to top up RM50.
Please note: When you purchase a Touch n’ Go card, the card becomes your property and you are advised to keep the card safe to protect against loss of theft. If you travel to Malaysia frequently, the card can be reused for a maximum of 10 years. Besides tolls, you can pay for groceries, food or other things with the Touch n’ Go card in certain retail store.
For more information on Touch n’ Go, visit https://www.touchngo.com.my/CMS/Personal/About-MYTouchnGo/FAQ/
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