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1. Full-Cover Insurance Policy

Our comprehensive insurance policy covers the following:

  • Damages caused in a collision even at fault.  You must fill-up an ‘accident agreement form’ with the other party; without the former, you’ll not be covered).
  • Both minor to major scratches.
  • Natural disasters, including earthquakes, floods, and hurricanes
  • Fire.
  • Riots and vandalism.
  • Car theft or theft of certain parts of the vehicle.
  • Broken windshields, mirror glasses.
  • Fallen objects, including branches, rocks, or hail.
  • Damage to the tyre.
  • If you have a break down , lose keys, lock yourself out, towing fees and keys replacement cost are included in the rental.
  • All interiors, exteriors and mechanical part of your car rental are covered.

Our comprehensive insurance policy does not cover the following:

  • Making an accident whilst driving including under the influence of alcohols or drugs
  • Making an accident whilst driving dangerously and carelessly(not respecting  road conducts and codes)
  • Taking the incorrect lane in a roundabout.
  • Damaging car whilst driving on off-roads.

It also includes the following instances where an ‘accident agreement form’ cannot be filled out by another party, such as:

  • Hitting an objects or other property on the road.
  • Hitting stray dogs or other animals.
  • Damaging the car by aquaplaning.
  • Hit a tree or any objects whilst reversing.

*In the event that you are not covered, your maximum responsibility for damages will be 500 euros.

    2. Benefits of pre-booking online

    The only way you can book is through our user-friendly and automated website which will give you real-time availability and price before paying online. However, we won’t handle bookings through phone, email, or WhatApps.

    If a booking is done in advance from the official website of Pingouin Car Rental, you will enjoy the following benefits:

    • Full comprehensive Insurance Coverage when a booking is done on Pingouin car official website only; If a booking is done via a third party website, you will not get the benefit of full coverage.
    • No car excess (No security deposit) is blocked from your credit cards or debit cards: you pay only the rental amount.
    • Unlimited Mileage.
    • No airport surcharge.
    • Free Cancellation.
    • Cheaper Rate.
    • Clearer expectation.
    • User-friendly website: possibility to pay online with either a debit or credit card.
    • No hidden fees or being overcharged.

    3. Walk-in at our airport counter

    If you show up at our counter without pre-booking from our website prior your departure, you might be facing the following inconveniences and you might not enjoy the above-mentioned priviledges, such as:

    • Long wait lines: stay away from long lines after a long-haul trip.
    • Improper planning: you will have more time left to enjoy your holiday than to queue up.
    • Higher price: price can be higher at airport. It’s clear that making reservations ahead of time will save you more money.
    • Poorer service: if you don’t have a booking, we won’t be able to anticipate your request and it will take us longer to process it, which will result in poorer service
    • Less fleet options: by booking earlier online, you will have more choices available to you. It’s possible that the cheaper cars have already been taken away if you walk-in at last-minute without a confirmed booking.

    *(We therefore highly recommend online pre-booking over walk-in).

    4. Online Payment Policy

    To pre-book a car from our website, it is mandatory to have either a:

    • VISA or MasterCard credit cards or debit cards.
    • Any balance payments can be paid using debit card, credit card or cash at the car delivery.
    • It is not necessarily to use the debit or credit card of the main driver; any cards can be used.

    * No fees chargeable when using your credit card or debit card to pay.

    *(Our website do not accept payments by AMEX card; however our POS machine accepts payment by AMEX card in Mauritius).

    5. Delivery Locations

    1.Airport Delivery: our car rental booth is at SSR International airport. During the car delivery, customer must produce the following:

    • A driving license
    • A valid passport or ID card.
    • Meeting point: at our counter.(You can use Google Map to find us).
    • Settle any outstanding balance if any.
    • Key handling.

    2.Hotel Delivery: we will need the following:

    • A driving license.
    • A valid passport or ID card.
    • Meeting point: your hotel reception.
    • Settle any outstanding balance if any. (We have with us our point-of-sale terminal for payment processing)
    • Key handling.

    For instance, choosing a car delivery from the airport is more advisable than having it delivered at the hotel. The advantages of airport delivery are the following:

    • Due to road traffic or our driver’s tardiness, hotel delivery may cause delays.
    • We do not charge a delivery fee at our airport counter, but it is charged for hotel deliveries. Same fee applied for drop-off at hotel .
    • Taking a car from the airport allows you to save money by not having to book and pay for airport transfer services to your hotel.
    • All car categories are available for delivery to the airport, but we restrict small car categories to hotels only. (For example, we do not deliver the following cars to hotels BMW X3, Toyota Hilux, Kia Sportage and 7-seaters’ cars).

    6. Car Delivery Regulations

    • Local driving licenses as well as international driving licenses from all countries are accepted.
    • The minimum driver age required is 18; the maximum driver age is 75.
    • There is no out-of-hour extra charge in case your flight is delayed. We are after all a customer service oriented company and we understand you are a traveler and we will wait for you to meet you at our car rental booth.  Our airport counter is opened from 0500 to 2100.  If you are unable to pick the car up at the agreed time and date, it is essential to contact us as soon as possible onto: customerservice@pingouin-carhire.com
    • We ensure that each vehicle is provided in excellent condition, clean, roadworthy and insured.
    • Vehicle images are examples only. Specific models cannot be guaranteed. Similar categories can be provided.  Cars provided are 0 to 5 years old.
    • Many customers have been misled and scammed by illegal car rental operators or individuals at the airport in the past. Make certain that you meet the staff at ‘Pingouin Car Rental’ who will be standing behind our airport counter and wearing our uniform that bears our logo.  We also advise that you only give your booking voucher to our staff and not to anyone else.
    • After verification of your passport and driving license, a rental agreement is signed up between our agent and the customer which includes a summary of their booking details. A cash receipt is issued after payments and a car checklist is filled out just after.
    • All cars owned by Pingouin Car Rental will bear a logo on their rear windscreen.
    • It’s important to note that we don’t accept any coins in any currency.

    7. Assistance fee

    A. Tyre replacement

    • Damaged tyres: if a tyre is punctured, damaged, or requires replacement, we will take care of the cost of repairing or replacing it. However, there will be a transport fee which will be charged at 40 euros if we need to reach you to your hotel; however, if you can come to the airport to our counter, you will not be charged for this transportation fee.

    B. Key replacement

    • If you lose a key, you won’t have to pay for a replacement key. However, there will be a delivery fee which will be charged at 40 euros if we need to reach you to your hotel; however, if you can come to the airport to our counter, you will not be charged for this transportation fee.

    C. Battery replacement

    • Discharged battery: if your car battery is discharged from a negligence and only needs to be recharged instead of replaced, you’ll have to pay a transport fee of 40 euros in case we need to do so at your hotel. However, if you can come to the airport to our counter, you will not be charged for this transportation fee.

    8. Car drop-off Regulations

    • Meeting point: Please park your car only in the designated car rental parking areas and meet us at our counter. You can use Google Map to find us.
    • Outside business hours: if you return your car after our business hours (05:00-21:00), we’ll make arrangements and you can leave the key in our drop-off box on the counter.
    • Early return: there will be no refund for unused day(s).
    • Late return: In case of late drop-off, a surcharge is applicable if grace time is exceeded.  Our grace time allowed is 3 hours.
    • Cleaning fee: cleaning is free and it’s important to keep the car as clean as possible.
    • Fuel level: vehicle must be returned with same level of fuel as given; we do not provide full level. We charge Rs. 200 fixed rate per bar missing. (It is advisable to refill your tank to same level as was given to you before returning the car, as it could be cheaper. The closest gas station to the airport is Engen Gas Station in Plaine Magnien).
    • Lost & Found items: if you happen to forget something in your car, an administrative and freight charge will be discussed with you before posting it.
    • Final settlement: Do not forget to request your cash receipt for any payment made.

    9. Booking Amendments

    • In the event that the renter requires a car for a longer period than the agreed rental period, the user must obtain a written consent from us via email to: info@pingouin-carhire.com at least 24 hours prior to the termination of the agreed rental period.
    • Without no consent from our management team, you will not have the right to extend the rental.
    • If, at time of pickup, it becomes impossible to provide your booked car as shown on your rental receipt due to breakdown or an accident or any other reason due to unforeseen circumstances, a similar or upgraded car will be provided by us.
    • The car shown on your receipt is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost) at our option.
    • If we are unable to provide either a similar or upgraded car, you will be offered a full refund. However, in such circumstances, we shall have no additionally liability in respect of any direct or indirect losses you may suffer as a result of such changes. In the event of a downgrade after your approval, a reimbursement will be applied.

    10. Rate Calculation

    • The price of your car hire will be confirmed at the time of booking and calculated on the basis of 24-hour basis.
    • The minimum rental length is 3 days.
    • We highly recommend to book online ahead of time to reap the benefits of a lower rate; the prices of bookings made at the last minute are generally slightly higher.
    • If you, the renter, wish to extend the period of hire after picking the car up, or if you drop the car off later than stated on your receipt, such an extension will be charged at the local daily rate on a pro-rata basis.
    • Our prices are displayed in different currencies on our website. However all payments will be re-converted into Euros currency at the moment of pre-booking online.  Note that payment done only by credit card or debit cards in Mauritius will be converted into the local currency, that is, into Mauritian rupees. We will not be responsible for any fluctuation in exchange rates.

    11. Event of accident

    If you, the renter, are involved in an accident, we recommend the following:

    • Take photos of both cars or make a short video as proof.
    • Fill-out the ‘Accident agreement form’ which is kept in the car.
    • You are required to send a photo of the ‘Accident agreement form’ to customerservice@pingouin-carhire.com

    12. Maintenance Alert

    • The user agrees to take good care of the car and to check the engine and automatic gearbox oil level onto his dashboard, whenever the latter exists in the rented car, as well as the water in the radiator, battery and tire pressure before driving.
    • The oil has to be changed every 9,000 kms.  In the event that a car on rent reaches the mileage at which a routine service is due, the user undertakes to notify us and make that car available for such servicing to be carried out or for the car to be replaced.

    13. Mechanical Issues

    • Mechanical defects or any other wear and tear will occur inevitably during your rental. In case a defection has been noticed or you feel any dissatisfaction about any aspect of your rental, the management should be informed immediately to resolve your issue. This will help to eliminate further liabilities and damages to the vehicle.
    • Failing to inform management spontaneously of such issue(s), you will not be eligible for any refunds and/or if the complaints have been lodged after the drop-off of the vehicle rented.

    14. Cancellation Policy

    • Any cancellation notice should be mandatorily emailed to us 72 hrs prior the date of your car delivery.
    • All cancellations must be sent by e-mail to: customerservice@pingouin-carhire.com; cancellation request over the phone will not be entertained.
    • Any cancellation arising from Covid-19 uncertainty or any other genuine reason, a full refund will be issued: 15 euros as service fee will be applied and deducted from the prepaid amount.
    • For instance, if a cancellation is received or notified to us after the 72 hrs prior notice, no refund shall be processed.
    • Any refund process may take 4 to 6 weeks after being notified.

    1. Full-Cover Insurance Policy

    Our comprehensive insurance policy covers the following:

    • Damages caused in a collision even at fault.  You must fill-up an ‘accident agreement form’ with the other party; without the former, you’ll not be covered).
    • Both minor to major scratches.
    • Natural disasters, including earthquakes, floods, and hurricanes
    • Fire.
    • Riots and vandalism.
    • Car theft or theft of certain parts of the vehicle.
    • Broken windshields, mirror glasses.
    • Fallen objects, including branches, rocks, or hail.
    • Damage to the tyre.
    • If you have a break down , lose keys, lock yourself out, towing fees and keys replacement cost are included in the rental.
    • All interiors, exteriors and mechanical part of your car rental are covered.

    Our comprehensive insurance policy does not cover the following:

    • Making an accident whilst driving including under the influence of alcohols or drugs
    • Making an accident whilst driving dangerously and carelessly(not respecting  road conducts and codes)
    • Taking the incorrect lane in a roundabout.
    • Damaging car whilst driving on off-roads.

    It also includes the following instances where an ‘accident agreement form’ cannot be filled out by another party, such as:

    • Hitting an objects or other property on the road.
    • Hitting stray dogs or other animals.
    • Damaging the car by aquaplaning.
    • Hit a tree or any objects whilst reversing.

    *In the event that you are not covered, your maximum responsibility for damages will be 500 euros.

      2. Benefits of pre-booking online

      The only way you can book is through our user-friendly and automated website which will give you real-time availability and price before paying online. However, we won’t handle bookings through phone, email, or WhatApps.

      If a booking is done in advance from the official website of Pingouin Car Rental, you will enjoy the following benefits:

      • Full comprehensive Insurance Coverage when a booking is done on Pingouin car official website only; If a booking is done via a third party website, you will not get the benefit of full coverage.
      • No car excess (No security deposit) is blocked from your credit cards or debit cards: you pay only the rental amount.
      • Unlimited Mileage.
      • No airport surcharge.
      • Free Cancellation.
      • Cheaper Rate.
      • Clearer expectation.
      • User-friendly website: possibility to pay online with either a debit or credit card.
      • No hidden fees or being overcharged.

      3. Walk-in at our airport counter

      If you show up at our counter without pre-booking from our website prior your departure, you might be facing the following inconveniences and you might not enjoy the above-mentioned priviledges, such as:

      • Long wait lines: stay away from long lines after a long-haul trip.
      • Improper planning: you will have more time left to enjoy your holiday than to queue up.
      • Higher price: price can be higher at airport. It’s clear that making reservations ahead of time will save you more money.
      • Poorer service: if you don’t have a booking, we won’t be able to anticipate your request and it will take us longer to process it, which will result in poorer service
      • Less fleet options: by booking earlier online, you will have more choices available to you. It’s possible that the cheaper cars have already been taken away if you walk-in at last-minute without a confirmed booking.

      *(We therefore highly recommend online pre-booking over walk-in).

      4. Online Payment Policy

      To pre-book a car from our website, it is mandatory to have either a:

      • VISA or MasterCard credit cards or debit cards.
      • Any balance payments can be paid using debit card, credit card or cash at the car delivery.
      • It is not necessarily to use the debit or credit card of the main driver; any cards can be used.

      * No fees chargeable when using your credit card or debit card to pay.

      *(Our website do not accept payments by AMEX card; however our POS machine accepts payment by AMEX card in Mauritius).

      5. Delivery Locations

      1.Airport Delivery: our car rental booth is at SSR International airport. During the car delivery, customer must produce the following:

      • A driving license
      • A valid passport or ID card.
      • Meeting point: at our counter.(You can use Google Map to find us).
      • Settle any outstanding balance if any.
      • Key handling.

      2.Hotel Delivery: we will need the following:

      • A driving license.
      • A valid passport or ID card.
      • Meeting point: your hotel reception.
      • Settle any outstanding balance if any. (We have with us our point-of-sale terminal for payment processing)
      • Key handling.

      For instance, choosing a car delivery from the airport is more advisable than having it delivered at the hotel. The advantages of airport delivery are the following:

      • Due to road traffic or our driver’s tardiness, hotel delivery may cause delays.
      • We do not charge a delivery fee at our airport counter, but it is charged for hotel deliveries. Same fee applied for drop-off at hotel .
      • Taking a car from the airport allows you to save money by not having to book and pay for airport transfer services to your hotel.
      • All car categories are available for delivery to the airport, but we restrict small car categories to hotels only. (For example, we do not deliver the following cars to hotels BMW X3, Toyota Hilux, Kia Sportage and 7-seaters’ cars).

      6. Car Delivery Regulations

      • Local driving licenses as well as international driving licenses from all countries are accepted.
      • The minimum driver age required is 18; the maximum driver age is 75.
      • There is no out-of-hour extra charge in case your flight is delayed. We are after all a customer service oriented company and we understand you are a traveler and we will wait for you to meet you at our car rental booth.  Our airport counter is opened from 0500 to 2100.  If you are unable to pick the car up at the agreed time and date, it is essential to contact us as soon as possible onto: customerservice@pingouin-carhire.com
      • We ensure that each vehicle is provided in excellent condition, clean, roadworthy and insured.
      • Vehicle images are examples only. Specific models cannot be guaranteed. Similar categories can be provided.  Cars provided are 0 to 5 years old.
      • Many customers have been misled and scammed by illegal car rental operators or individuals at the airport in the past. Make certain that you meet the staff at ‘Pingouin Car Rental’ who will be standing behind our airport counter and wearing our uniform that bears our logo.  We also advise that you only give your booking voucher to our staff and not to anyone else.
      • After verification of your passport and driving license, a rental agreement is signed up between our agent and the customer which includes a summary of their booking details. A cash receipt is issued after payments and a car checklist is filled out just after.
      • All cars owned by Pingouin Car Rental will bear a logo on their rear windscreen.
      • It’s important to note that we don’t accept any coins in any currency.

      7. Assistance fee

      A. Tyre replacement

      • Damaged tyres: if a tyre is punctured, damaged, or requires replacement, we will take care of the cost of repairing or replacing it. However, there will be a transport fee which will be charged at 40 euros if we need to reach you to your hotel; however, if you can come to the airport to our counter, you will not be charged for this transportation fee.

      B. Key replacement

      • If you lose a key, you won’t have to pay for a replacement key. However, there will be a delivery fee which will be charged at 40 euros if we need to reach you to your hotel; however, if you can come to the airport to our counter, you will not be charged for this transportation fee.

      C. Battery replacement

      • Discharged battery: if your car battery is discharged from a negligence and only needs to be recharged instead of replaced, you’ll have to pay a transport fee of 40 euros in case we need to do so at your hotel. However, if you can come to the airport to our counter, you will not be charged for this transportation fee.

      8. Car drop-off Regulations

      • Meeting point: Please park your car only in the designated car rental parking areas and meet us at our counter. You can use Google Map to find us.
      • Outside business hours: if you return your car after our business hours (05:00-21:00), we’ll make arrangements and you can leave the key in our drop-off box on the counter.
      • Early return: there will be no refund for unused day(s).
      • Late return: In case of late drop-off, a surcharge is applicable if grace time is exceeded.  Our grace time allowed is 3 hours.
      • Cleaning fee: cleaning is free and it’s important to keep the car as clean as possible.
      • Fuel level: vehicle must be returned with same level of fuel as given; we do not provide full level. We charge Rs. 200 fixed rate per bar missing. (It is advisable to refill your tank to same level as was given to you before returning the car, as it could be cheaper. The closest gas station to the airport is Engen Gas Station in Plaine Magnien).
      • Lost & Found items: if you happen to forget something in your car, an administrative and freight charge will be discussed with you before posting it.
      • Final settlement: Do not forget to request your cash receipt for any payment made.

      9. Booking Amendments

      • In the event that the renter requires a car for a longer period than the agreed rental period, the user must obtain a written consent from us via email to: info@pingouin-carhire.com at least 24 hours prior to the termination of the agreed rental period.
      • Without no consent from our management team, you will not have the right to extend the rental.
      • If, at time of pickup, it becomes impossible to provide your booked car as shown on your rental receipt due to breakdown or an accident or any other reason due to unforeseen circumstances, a similar or upgraded car will be provided by us.
      • The car shown on your receipt is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost) at our option.
      • If we are unable to provide either a similar or upgraded car, you will be offered a full refund. However, in such circumstances, we shall have no additionally liability in respect of any direct or indirect losses you may suffer as a result of such changes. In the event of a downgrade after your approval, a reimbursement will be applied.

      10. Rate Calculation

      • The price of your car hire will be confirmed at the time of booking and calculated on the basis of 24-hour basis.
      • The minimum rental length is 3 days.
      • We highly recommend to book online ahead of time to reap the benefits of a lower rate; the prices of bookings made at the last minute are generally slightly higher.
      • If you, the renter, wish to extend the period of hire after picking the car up, or if you drop the car off later than stated on your receipt, such an extension will be charged at the local daily rate on a pro-rata basis.
      • Our prices are displayed in different currencies on our website. However all payments will be re-converted into Euros currency at the moment of pre-booking online.  Note that payment done only by credit card or debit cards in Mauritius will be converted into the local currency, that is, into Mauritian rupees. We will not be responsible for any fluctuation in exchange rates.

      11. Event of accident

      If you, the renter, are involved in an accident, we recommend the following:

      • Take photos of both cars or make a short video as proof.
      • Fill-out the ‘Accident agreement form’ which is kept in the car.
      • You are required to send a photo of the ‘Accident agreement form’ to customerservice@pingouin-carhire.com

      12. Maintenance Alert

      • The user agrees to take good care of the car and to check the engine and automatic gearbox oil level onto his dashboard, whenever the latter exists in the rented car, as well as the water in the radiator, battery and tire pressure before driving.
      • The oil has to be changed every 9,000 kms.  In the event that a car on rent reaches the mileage at which a routine service is due, the user undertakes to notify us and make that car available for such servicing to be carried out or for the car to be replaced.

      13. Mechanical Issues

      • Mechanical defects or any other wear and tear will occur inevitably during your rental. In case a defection has been noticed or you feel any dissatisfaction about any aspect of your rental, the management should be informed immediately to resolve your issue. This will help to eliminate further liabilities and damages to the vehicle.
      • Failing to inform management spontaneously of such issue(s), you will not be eligible for any refunds and/or if the complaints have been lodged after the drop-off of the vehicle rented.

      14. Cancellation Policy

      • Any cancellation notice should be mandatorily emailed to us 72 hrs prior the date of your car delivery.
      • All cancellations must be sent by e-mail to: customerservice@pingouin-carhire.com; cancellation request over the phone will not be entertained.
      • Any cancellation arising from Covid-19 uncertainty or any other genuine reason, a full refund will be issued: 15 euros as service fee will be applied and deducted from the prepaid amount.
      • For instance, if a cancellation is received or notified to us after the 72 hrs prior notice, no refund shall be processed.
      • Any refund process may take 4 to 6 weeks after being notified.
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