Frequently Asked Questions FAQ

What are the minimum requirements for renting a car?

The driver must be at least 25 years old and hold a valid driver’s license for a minimum of 1 years (if the official driver’s license is not in English, an English version notarized, or NAATI-certified translation is required). You must provide the original driver’s license for verification upon pickup, and we will retain a copy for our records.

Young Driver Fees Applied (22 Years – 24 Years) – AUD$22.00 Per Day.
What documents do I need to prepare when renting a car?
Please bring the original valid driver’s license (if not in English, provide a NAATI-certified translation).

Original passport.

International credit card or VISA/MASTER card under the name of the primary driver.

Printed copy of the rental order.

Genuine long-term address and contact phone number.

If there are multiple drivers, each driver needs to provide all documents except for the credit card.
How can I book a car?
You can book online, by phone, or directly at the store. We strongly recommend booking online through our website for the best guaranteed prices.

Online Booking: Secure your reservation at the best guaranteed price here. You’ll receive a notification confirming that we’re processing your request. A confirmation email will be sent once your vehicle reservation is finalized.

Phone Booking: We accept phone bookings for orders within 7 days. After finalizing the order over the phone, you’ll receive a notification confirming that we’re processing your request. A confirmation email will be sent once your vehicle reservation is finalized.

In Person Booking: We also accept face-to-face bookings. Due to high demand, we recommend booking in advance to ensure your preferred vehicle selection.
Can I change my reservation?
Can I cancel my reservation?
Do I need to pay the full amount when booking?
Can I extend the rental period after picking up the car?

Yes, you can, but any extension requests are subject to availability upon checking our booking schedule. Therefore, please inform our office as soon as possible, and we will do our best to accommodate your needs. If the extension is approved, you will need to contact the office to sign the extension request and pay additional rental fees.
Can I return the car early after picking it up?
What are the payment methods available for renting a car?
You can pay the rental fees through the following methods:

Payment with bank cards that have international payment capabilities. Generally, Chinese bank cards with “Visa” or “MasterCard” logos have international payment capabilities. It’s best to ensure your bank card has international payment capabilities before arriving in Australia.

We also accept electronic payments such as WeChat Pay, Alipay, UnionPay, Apple Pay
How much is the car rental deposit? What payment methods can I use? When will it be refunded?

Yes, we require a security bond of $550 to be deducted from your bank card with international payment capabilities. This will be authorized as a guarantee through your credit or debit card. We will refund your deposit immediately after completing the vehicle inspection. However, please note refund timing may vary depending on your bank’s processing times.
When can I come to pick-up or return my rental car?
Can I pick up and return the car at my hotel or home? Do you offer shuttle services?
Are infant and child seats compulsory in Western Australia?

In Western Australia, children under 7 years old (except those taller than 145cm) must sit in a designated child seat. Use Child Infant Seat (Rear-facing) for children under 6 months old, Child Safety Seat (Forward-facing) from 6 months to 4 years old, and Child Booster Seats from 4 years old to 7 years old.

We offer child seats for rent at just $10 per day, suitable for all ages. You can select the appropriate seat for your needs in the extras column when booking.
How should I choose the travel plans?

To meet your different travel needs, we offer three different travel plans:

Perth and suburban travel plans have a 100 km/day limit, usable within a 100 km radius of Perth (purple area). Exceeding 100 km incurs additional charges. Please select our unlimited KM option for your peace of mind travel. We do not charge a remote fee like other rental company.

Green Zone: Allowed travel area within the radius of Perth to Pink Lake (Hutt Lagoon), Kalbarri, Monkey Mia, Carnarvon, Exmouth, Meekatharra, Kalgoorlie and Esperance, as indicated on the map and on sealed road only.

Yellow zone: is not allowed, please contact the Company for further information.
Why should I choose roadside assistance service?

With the purchase of our Roadside assistance, this service is provided to ensure you enjoy your holiday worry-free in case of unexpected incidents. It includes: 24-hour support hotline, traffic accident rescue, battery breakdown assistance, tire puncture assistance, and other non-human-induced accidents requiring assistance.

If you choose not to purchase our Roadside Assistance package, please note that a $150.00 call-out fee will apply per incident.
What is the insurance excess fee? How can I reduce this amount?

All our vehicles come with comprehensive insurance as required by Western Australian law, which includes an excess of $5500. In the event of damage during your rental period, you are liable for repair costs up to this amount, known as the “Excess Liability.”

For added peace of mind, you can reduce your excess liability to $550 (for passenger car) or $1100 (for commercial vehicle) by opting for our excess liability reduction package from as low as $10 per day.

Please be aware that, regardless of fault, a $110 accident administration fee will apply in addition to the insurance excess fee.
What is not covered by insurance?

Exclusion to Damage Cover:

The following damages are not covered:

a. Damage or loss arising from theft where the vehicle is left unlocked or unsecured or you have failed to keep the keys secured.

b. Damage or loss to the Vehicle and third-party property caused by You driving the Vehicle, after the Vehicle has sustained radiator fluid loss, transmission or engine oil loss or loss of tyre pressure.

c. Damage or loss to the Vehicle caused by use of incorrect type of fuel.

d. Damage or loss due to loading and unloading other than normal wear and tear.

e. Damage or loss where the Vehicle is totally or partially immersed in water regardless of causes.

f.   Damage or loss to the interior of the Vehicle, which requires professional cleaning and/or repair regardless of cause.

g. Damage or loss to the roof or overhead, tyres, windscreen and glass of the vehicle regardless of cause.

h. Damage to underbody of the Vehicle regardless of cause.

i.   Damage or loss to the Vehicle and any third-party property caused by you or any other driver driving the Vehicle in a careless or reckless or dangerous manner.

j.   Damage or loss to the Vehicle and third-party property caused or contributed by you where you leave the incident scene prior to police attendance and/or failing to formally report the incident to the police.

k. Loss of use of or consequential loss to third party property caused by your use of the vehicle regardless of fault.

l.   Damage to the Vehicle and third-party property caused by you failing to properly secure any load or equipment to the Vehicle.

m. Damage or loss to the Vehicle while being transported or towed without

n. The cost of towing or salvage of the Vehicle from a remote or sparsely populated area.

o. Damage or loss to the Vehicle due to the use of snow chains or roof racks.

p. Damage or loss to any property owned by you or any friend, relative, associate and any person known to you and/or any property in your physical legal control.

q. Damage or loss to the Vehicle occurring out of allowed travel areas.

r. Legal and any other related expenses on a full indemnity basis and interest as a result of you failing to deliver immediately every summons, complaint, demand or notice in relation to any loss or damage.

oss to the interior of the Vehicle, which requires professional cleaning and/or repair regardless of cause.

g. Damage or loss to the roof or overhead, tyres, windscreen and glass of the vehicle regardless of cause.

h. Damage to underbody of the Vehicle regardless of cause.

i.   Damage or loss to the Vehicle and any third-party property caused by you or any other driver driving the Vehicle in a careless or reckless or dangerous manner.

j.   Damage or loss to the Vehicle and third-party property caused or contributed by you where you leave the incident scene prior to police attendance and/or failing to formally report the incident to the police.

k. Loss of use of or consequential loss to third party property caused by your use of the vehicle regardless of fault.

l.   Damage to the Vehicle and third-party property caused by you failing to properly secure any load or equipment to the Vehicle.

m. Damage or loss to the Vehicle while being transported or towed without

n. The cost of towing or salvage of the Vehicle from a remote or sparsely populated area.

o. Damage or loss to the Vehicle due to the use of snow chains or roof racks.

p. Damage or loss to any property owned by you or any friend, relative, associate and any person known to you and/or any property in your physical legal control.

q. Damage or loss to the Vehicle occurring out of allowed travel areas.

r. Legal and any other related expenses on a full indemnity basis and interest as a result of you failing to deliver immediately every summons, complaint, demand or notice in relation to any loss or damage.
Can I drive off-road or on the beach?
If I get into an accident and it's not my fault, do I still need to pay the insurance excess fee?
What can I do if I have an accident?

In the event of an accident, please refer to our Car Hire Agreement and exchange all relevant information with the other party involved. This includes their name, contact details, and insurance information. Additionally, if possible, take pictures of the damage to the vehicle.

We also recommend leaving our company phone number for further assistance.
What if the car I rented breaks down on the road?

H2O vehicles are meticulously maintained and kept in excellent condition, minimizing the likelihood of breakdowns. However, if you do experience a breakdown, stay calm and prioritize safety. Immediately contact our company for assistance or you may contact our roadside team for after-hours assistance.

When reaching out, please provide your rental order number, name, contact details, exact location, car make, and license plate number. Remain with the vehicle until it is either repaired or towed. Please do not authorize any repairs or towing without our company’s prior approval.

For RAC Roadside Assistance please dial 1800 674 778
What should I do if my vehicle is stolen?

If a vehicle is stolen, contact our company immediately to inform the details (including your name, contact information, car rental contract number, license plate number, car brand, color, and the place where the car was lost) and call the police. If you are not confident in your language skills, we can assist you in contacting the police

Please note that our car insurance does not cover property insurance other than your car. Please do not leave items in the vehicle at any time when leaving the vehicle and lock the vehicle to avoid unnecessary damage to property and vehicles.
What should I do if there are traffic tickets or fines during the rental period?

If you receive any on-the-spot fines during your rental period, it’s best to pay them before returning the car to avoid late fees. For fines such as speeding or running red lights, our company will manage them in accordance with Western Australia’s traffic regulations once we receive the fines and will notify you accordingly. Please be aware that a $55.00 admin fee will apply for our assistance in handling these fines.
What is the cleanliness standard for returning the car?

Pets are not allowed in the car, and smoking is strictly prohibited. Violating these policies will result in a cleaning fee of no less than $350. Additionally, if the car requires more than standard cleaning due to excessive dirt, stains, or odors, similar charges may apply.
What if I don't fill up the petrol tank when returning the car?

We strongly recommend that you fill up the petrol tank and keep the receipt before returning the car. If the tank is not full, we will charge $3.30 per liter for refuelling. For your convenience, there are 12 petrol stations within a 5-kilometer radius of our company. Since some car models do not display real-time fuel levels, we require a receipt from a petrol station within 5km of our company showing that the tank has been filled when you return the car.

Please note that these FAQs are intended as general information and may be subject to specific terms and conditions. For more detailed information, feel free to contact our customer support team. For full hire Terms and Conditions please click here.

Client Testimonials What our clients say

Renting with H2O was the easiest part of my recent business trip. The online booking was a breeze and the car was exactly what I needed, with no hidden costs.

Ben.

Sydney NSW

H2O took all the hassle out of renting a car for my family vacation. The online booking was a breeze and the car was spotless when it arrived.

Lisa.

Darwin NT

H2o made renting a car for my family vacation a breeze. The online booking was simple, the car was spotless, and I didn’t have to worry about any hidden fees.

Amelia.

Woodlands, Singapore