HELP

To explain what Excess Cover is, it’s important to understand what ‘excess’ is. Excess (known as deductible) is what you’re liable to pay in the event of an accident or damage is caused to your rental vehicle. Which result to the car to be loss of use. Excess Cover is the insurance that you can purchase to help cover the excess from our add-on lists. 

We do have offer Collision Damage Waiver (CDW) in order to cover for those excess.

The insurance will not cover for damage due to negligence, tyre punctures and burst tyres, fuel errors, lack of electricity because of forgotten turned off electrical devices, loss or damage to the vehicle accessories. Please refer to terms and conditions for further detail.

There is an option for child seats under the add-on section after you choose your desired car. The fee is RM20/day. An additional charge will be included in your booking invoice.

You should add additional drivers when you plan on long-distance travel. You may purchase an extra driver from our add-on list upon booking. It will cost you RM10/Day per driver—the maximum number of drivers that can be applied is up to 3 other drivers. The additional driver also needs to upload their passport & valid driving license from the same page to upload your document. The additional driver must also follow primary requirements such as minimum age or age limit requirements. Booking without purchasing this option from our add-on list will cause you not valid to claim anything and will not be recognized by us in case anything happens along your booking duration.

Having us delivering the vehicle to your place is chargeable. However, you may collect/return your rental car at our office with no fees applied.

What made us different from others is we allow customers to return their rental vehicles in other cities/state, we call it interstate booking. However, there are repositioning fees applied. The fees will be auto calculated on our website, key in your pick up and return location first, choose your preferred car, the interstate fees will be shown on the next page at grand total. For example if you chose to pick up your rental car at our JB Hub and drop off at our KL Office, the pick up and return fees will be RM350.

Kindly be informed that the minimum rental required for interstate booking is 18 hours and the location must be at our office or transportation hub such as train station or bus station.

You can use your deposit to pay for the claim

The claim can usually be divided into two categories which are summons and damages:

Summons

For summon, CARZANIA will check each car summon after they return the vehicle by using the MyEg application. Summon include speed limit to call, parking offense, etc.

Damages

We will check the car's condition before and after serving it to our customers. If we find a new scratch mark or any abnormalities when we receive the vehicle back, we will send it to be repaired, and we will notify the repair cost via email. You need to make the payment by using the link in the email received from us. If the amount exceeds your deposit value, you will receive over limit claim email from us and need to make payment through the given link. So make sure you check everything before/after you receive the car.

We would charge administration or processing fees for dealing with any issues from your rental. You might think you’ve been charged unfairly. However, here are some explanations of why we charge you for that, and here are some issues that usually will cause you to get a processing charge fee:

1. Traffic or parking charge

We will contact the traffic authority if you’re caught by a speed or toll-road camera or commit another traffic offense. Once we get you, the management will charge you an administration fee. This covers the cost of informing the control and processing related documents.

2. Damages to the car

If the car gets damaged during your rental, you will likely pay an admin charge on top of any repair costs. This is usually called an ‘immobilization’ charge. It covers the costs to the rental company of the car being off the road and unable to be rented out while being repaired.

3. Missing fuel

Our fuel policy is ‘full to full’; if you return the car without filling the tank back up, we will charge you for the missing fuel. The Extra fee would also likely be a charge to cover the cost of an employee filling the tank.

4. Cleaning the car

If your return your rental vehicle dirtier than expected, we will charge you cleaning fees. This is usually called a ‘valeting fee.’

5. Payment Gateway fees

For each transaction made on our website, there are merchant fees (payment gateway fees) that we have to pay to the provider for instance, Paypal, Stripe, and Molpay.

Should you need your booking amended, please reach out our Customer Experience Team on Live Chat, email to support@rentwithcarzania.com or Whatsapp at +6011 1070 6474. We are ready to assist you.

Please note that the rental rates may change based on the period of the rental.

Uploading your rental documents is compulsory. We are giving you our car; we need to know who you are. It is for verification purposes. We cannot assign a car to your booking without uploading your document. Your booking will be canceled. 

No, you can't. All bookings and payments must be made online only. We accept Internet Banking, Visa and Mastercard. 

1. You must present the Checkout Slip received from the confirmation email.

2. Your identification card or passport must ensure that we give a car to the correct person.

3. Your driving license. Even though you uploaded your driving license earlier, prior pick-up date, you still need to have it with you in case of traffic police stop you; you need to have a physical card to show to the officer. 

Should you need to change the name/person of the reservation, you must contact CARZANIA Customer Experience Team as soon as possible. Failure to acknowledge us to change the rental name before vehicle pick-up, CARZANIA reserves the right to cancel/terminate the reservation of the car without prior notice.

The Renter and additional drivers must be between 23 to 65 years old for normal car category vehicles and 25 to 65 years old for luxury car category vehicles and in possession of a full and valid national or International Driving Licence. Other nationals who hold a valid driving license in English can drive in Malaysia for a maximum of 3 months (subject to country). Probational license holders will not be accepted. Please refer to this website for more details info about safety and security road in Malaysia:-

http://www.jpj.gov.my/web/eng/convert-into-malaysia-driver-license-foreign

Availability is based on your search criteria (location, date and pick-up time). All the car that were displayed based on your search criteria were available for booking.

We do not display the exact car picture for a specific reason. A similar or the same class of vehicle will be replaced if the model you booked is unavailable. We will also execute a free upgrade if none is known as a replacement. We won't be able to entertain any viewing request, but we will ensure you're satisfied by providing a vehicle in its best condition before your collection.

Booking and reservation can only be made online at www.carzania.my We strictly do not accept bookings via another channel (phone call or SMS). You may look up the catalog in the online booking order to choose the vehicle type. Please don't hesitate to speak with our live chat agent for further questions and assistance. 

Deposit is required. Deposit amount are varies depending on car model and duration of your rental which need to be paid together with the rental fees. The refundable deposit will be auto- transferred to your account 7 working days after car returned.

Reservations show “PENDING” status when they have been ordered but not yet completely processed on our end.

Generally speaking, it takes us between 5 minutes and 24 hours to fully process an order. During this time, we are usually waiting for one of the following:

Payment Authorization. For your protection, we won't be able to finalize a payment sale until we have done our best to certify that the individual making the purchase is the cardholder or has keyed in the correct details upon the payment process. A delay in receiving payments for your booking could happen due to an ongoing bank verification process, page timeout, or heavy web traffic. In some cases, verification can only be done during banking hours which might briefly delay the final confirmation of your booking(s).

Incomplete Information. Your booking can be held due to incomplete information, such as wrong pickup/return location or underage.

Pending Claim. You can log into your booking page to see your previous booking in case you have any pending claims to be settled before you go ahead with your new booking.

Upload Document. Please upload your driver's documents (Mykad/Passport and valid driving license) as requested via the link in your email. Unfortunately, we won't be able to finalize your booking without these documents. Foreigners must upload International Driving Permit with their respective domestic driving licenses to drive in Malaysia. You can refer to this link for details : http://www.mm2h.gov.my/index.php/en/list-of-announcements?pid=374&sid=381:the-suspension-of-conversion-of-foreign-driving-licence-to-malaysia-driving-licence

Yes we do. But it subject to the location and dates.

Example: For differ location, you need at least 2 days minimum rental.

Do Live chat with us upon booking for fast response.

CARZANIA Operation hours are from 8.00 am to 11.00 pm (Malaysia Time) every day, including public holidays.

Out-of-hours?

If your pick-up and return times are outside our operation hours, an out-of-hours fee of MYR100/hour will be applied. You may put the regular hours first and write in the 'note' your exact time. Our team will assist you in amending after payment is made and provide the payment link for the extra charges.

Do Live chat with us or call our hotline (+601110706474) for further assistance.

We realize a significant portion of their volume during Monday-through-Friday business travel. So, generally speaking, leisure travelers can find better rates on weekends when the demand for some car types isn’t as high. Also, the longer you keep the car, the better per-day price you’ll get.

Please note that we only offer an electronic invoice in PDF format.

Pick-up & Drop-off Service :

Pick up and Drop off fees will be charged only if the service is requested by you. The calculation is based on the distance between your location and the pick up station or CARZANIA office, in Kilometers (KM). 

If this service is not needed, simply pick your desired pick up and drop off location when booking with us.

Late Return Charges :

Returning your vehicle after the rental period is over will result in getting yourself charged for "Late Return". The amount will be charged according to how long the vehicle is used after the renting period ended.

So that you know, we only offer electronic invoices in PDF format. The invoice will be attached with the confirmation email received upon a successful booking. 

Yes. Please note that we may contact you for security purposes when making a 3rd party booking.

We only accept payment by online via major CREDIT or DEBIT CARD. We do not entertain any cash payment from customers and your booking is not confirmed till payment made.

Can I pay my credit card bill from another country?

Some, but not all, credit card companies can receive bill payments via card option. The best way to resolve this issue, please optional to Paypal.

For last minute booking, the car will be prepared at least 30 minutes to 2 hours prior to pick up time, which is subject to the car and staff availability.

For Malaysian or who have Malaysia's bank account, please key in your Malaysia's bank account details before you proceed with your debit/credit card details as for refundable deposit purpose.

Refundable Deposit act as a guarantee of proper usage of the vehicle for the entire duration of the rental. Your deposit amount will vary by the duration of the rental. The amount of deposit will be charged upon reservation with payment of a rental fee. There's no action needed from you and an email will be sent to notify you when the deposit is charged.

The deposit will be automatically transferred to your account after the check-in (car return) and you may:

Self-request for withdrawal 7 business days after check-in, or

You may re-use your fund for the next booking without a waiting period of 7 days as your payment option.

Full refund only for car returned if no offense or damage is notified.

Rates are calculated based on the vehicle value vs rental duration and you may check our rates and estimated charges online prior to reservation via our online booking system. Besides the base rates, you may also check the add-ons and special request charges.

Late return charges are vary and depending on the group of vehicle you rent

VALID claim refund :

Contact us within the time stated in the cancellation policy to document the issue and place a hold on the booking payment.

Include invoice or other evidence of the issue as part of your claim.

Be responsive to our requests for additional information and cooperation.

Have used reasonable efforts to remedy the circumstances of the Rental Issue with the driver/person in charge before making a claim, including messaging your contact on CARZANIA to notify them of the issue.

Amount will be credited to the customer’s account within three days of the working day.

We'll notify the transaction of the refund through email.

A "no show" occurs for the following reasons:

You didn't inform us about your cancellation (less than 24 hours)before your pick-up time.

You failed to provide the registered driver's details or use a third party to collect the car.

You failed to arrive at the specific date and time to pick up your car.

License (for foreigner)** before you can pick up your car. There are two (2) ways to upload your document :

You will receive an email from CARZANIA with a link to upload your document once you make a payment.

Log in to your account, click on my booking> upcoming> view details>document. Upload your document(jpeg & png only) at space provided.

It is important for you to upload your document before picking up your car to:

Get vehicle details (car registration number) and personal in charge details (name and phone number).

Prevent you from getting wrong car for your journey.

Help you coordinate your car before you take it if there is a delays on your way to pick up place.

* you can upload your document by taking a picture of the document using your smart phone and directly upload it using your phone thru the given link.

*passport: use the same for front and back image

**Please refer to this link for details : http://www.mm2h.gov.my/index.php/en/list-of-announcements?pid=374&sid=381:the-suspension-of-conversion-of-foreign-driving-licence-to-malaysia-driving-licence

Things that need to be done before collecting your car:

1. Contact your person in charge 30 minutes before collecting your car. You must inform your PIC if you are stuck in traffic and may be late for vehicle collection. Failure to inform your PIC about your delay can cause you to wait longer before you can take your vehicle because each PIC has its schedule to serve customers.

2. Bring driver's ic/passport and driving license. It is for verification purposes. We only allow the driver, as stated in your booking, to pick up the car.

3. Bring your checkout slip. You can save it on your phone or capture a screenshot of your checkout slip and show it to the person in charge before picking up your vehicle.

4. Sign the e-inspection form. The purpose of completing the inspection form is to ensure you check the condition of the vehicle, whether it is in good condition, and mark for existing scratches or dents.

5. Get the key and drive. 

Upon returning your car, you need to:

1. Refill fuel as you receive it when you pick up your vehicle.

2. Check if there is a new scratch, dent, or damage, and inform your person in charge then sign the e-inspection form.

3. Make sure you bring out all your item and belongings from the vehicle you rent. We will not be responsible for any missing item after you have returned your car.