VPC Rentals Frequently Asked Questions & Our Answers
Dear Guest, You are about to trust us with your time, your travel experience, and your safety on the roads of Tonga, and we truly value and appreciate that trust- with every booking. #WeDoOurBest is our maxim, and we live up to it by offering tailored solutions, professional service, generosity, and flexibility, with the simple expectation that our rules, our team, and our business assets are treated with respect. The stories and FAQs below reflect real-life situations we’ve encountered and how they developed. They are shared with respect for all parties involved and in the spirit of transparency, to explain our approach and the decisions we made based on the information available at the time, to the best of our ability, and in a spirit of compromise while protecting our business. We hope these FAQs help you make an informed decision about whether our business spirit and service style align with your expectations.
VPC reserves the right to refuse service, repossess a rental vehicle, and permanently prohibit customers from all future rentals where the customer breaches the Terms & Conditions or the Rental Agreement, engages in abusive, aggressive, intoxicated, or disruptive behaviour, or is unable or unwilling to follow instructions, policies, or legal requirements.
Disagreement with staff decisions, dissatisfaction with communication style, lawful refusal of service, or lawful repossession does not entitle a customer to service, a refund, or compensation.
Negative reviews posted in response to a lawful refusal of service, repossession, or enforcement action, or based on misrepresentation of events, do not affect VPC’s rights or obligations.
VPC does not have the time or obligation to engage in litigation in such matters. Such customers have been and will continue to be permanently banned and will never be permitted to rent a vehicle from VPC again.
Insurance for passengers under 12 years of age is mandatory and clearly stated on each vehicle booking page.
If child insurance was not selected or paid at the time of booking, the renter must pay it on arrival, before vehicle keys are released.
Failure or refusal to pay the mandatory child insurance will result in immediate termination of the booking with no refund.
If you believe your card was charged twice, you must notify us by email and provide screenshots or bank evidence clearly showing the duplicate charge.
All double-charge claims are reviewed and processed in accordance with our AML/AT compliance procedures.
Once a duplicate payment is confirmed, the excess funds will be refunded. Processing time is typically 5–10 working days.
During this review period, repeated emails, messages, or phone calls are not permitted and do not accelerate the process. All verified cases are handled strictly in accordance with procedure.
VPC does not hold or reserve vehicles without full prepayment. An unsuccessful online payment means no booking was confirmed and no vehicle was allocated.
In limited cases, where availability permits, VPC may reserve a vehicle if informed in advance and payment arrangements are confirmed prior to arrival. This is not guaranteed and is subject to availability and staff discretion.
Availability is determined at the time of confirmed payment, not at the time of arrival. Where vehicles are fully booked or allocated to prepaid reservations, VPC is not obligated to provide a vehicle to walk-in customers.
Payment intent or willingness to pay does not create customer status or entitlement to service.
VPC reserves the right to refuse service immediately where a person engages in abusive, aggressive, or disruptive behaviour, whether in person, by phone, or via WhatsApp, including shouting, insults, or intimidation of staff. Staff are not required to apologise for enforcing payment, availability, or conduct policies.
Being willing to pay does not override booking requirements, availability constraints, or standards of respectful conduct. In such circumstances, refusal of service is lawful, final, and not subject to dispute or compensation.
Public complaints or negative reviews do not alter these outcomes.
You must contact us via WhatsApp immediately.
Applicable charges are:
Lost or damaged key: T$300
Vehicle lockout (keys locked inside): T$150
These charges will be added to the final rental bill.
Loss or damage to keys is covered only if the Loss & Damage Insurance package was selected. Without coverage, all costs remain fully payable by the renter.
Vehicles are inspected at drop-off. If personal items are found, we may contact you at our discretion.
If items are left behind and recovery is requested, the following applies:
Local return: T$100 delivery fee, payable in cash before release of items
Courier or EMS delivery: Available only for permitted items; all courier fees and charges apply and must be prepaid
VPC is not responsible for personal items left in the vehicle. Recovery and delivery are provided as a courtesy only and are subject to availability.
Yes. The renter is fully responsible for all speeding tickets, parking violations, traffic offences, administrative fines, penalties, and related costs incurred during the rental period.
All fines must be paid by the renter. An administration fee may apply for processing or recovery where required.
If you purchased insurance, the vehicle is supplied with a spare tire and basic tool kit.
If roadside assistance is required and our team must attend your location, a T$350 roadside assistance fee applies unless a roadside assistance package was purchased at the time of booking.
Costs for tire repair, replacement, or fuel delivery are charged separately and added to the final rental bill.
The final bill may exceed the original rental amount if any of the following occurred:
The vehicle was returned later than the booked time
The vehicle was returned with less fuel than at pick-up
Drop-off inspection identified damage beyond normal wear and tear and no applicable insurance was in place
The renter breached the Terms & Conditions or any provision of the Rental Agreement
The vehicle was returned with evidence of smoking, alcohol use, or excessive litter
All additional charges are assessed at drop-off in accordance with the Terms & Conditions and the signed Rental Agreement.
Yes.
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Advance payments are non-refundable except as stated below.
A partial refund of no more than 30% of the amount paid may be granted only if the reservation is cancelled at least 25 working days before the scheduled vehicle pick-up date.
Cancellations made after this period are not eligible for any refund. All refunds, where applicable, are processed strictly in accordance with VPC’s Terms & Conditions.
Insurance fees are non-refundable once the Rental Agreement is signed or where insurance coverage has been activated or reserved.
Attempts to recover insurance payments through third parties, personal connections, pressure, or by bypassing VPC procedures constitute serious misconduct and a breach of policy.
Where such conduct occurs, VPC reserves the right to:
Refuse any insurance refund
Terminate or refuse service
Escalate the matter through formal complaint or reporting channels, including notification to relevant institutions or employers where appropriate
Permanently ban the individual from all future rentals
Negative reviews or public complaints do not alter contractual outcomes or enforcement decisions. Replies to reviews are provided for record and transparency only.
Once a matter has been formally addressed and enforcement action taken, it is considered final and not subject to reconsideration or dispute.
Before vehicle handover, the renter must read and sign the VPC Rental Agreement, which clearly sets out the renter’s responsibilities and the amounts payable in the event of damage to the vehicle.
The renter is fully liable for any damage to the rental vehicle in accordance with the signed Rental Agreement and these Terms & Conditions.
Loss, Damage, or Partial Damage Insurance is strongly recommended to reduce or avoid repair charges where applicable.
Failure to comply with the Rental Agreement or these Terms & Conditions may result in the matter being referred to the Courts of the Kingdom of Tonga and resolved strictly in accordance with Tongan law.
Rental vehicles are supplied with a full tank of fuel and must be returned full.
If the vehicle is returned with less fuel than at pick-up, the following charges apply:
Standard fuel charge: T$250
Unavoidable circumstances are limited strictly to:
Nationwide fuel shortages
Early-morning airport return on a Monday
Vehicle return on a public holiday
In unavoidable circumstances, reduced fuel charges apply:
Less than half a tank missing: T$100
Half a tank or less remaining: T$200
Fuel levels are assessed at drop-off and charges are added to the final rental bill in accordance with the VPC Terms & Conditions.
If the renter refuses to pay any lawful charges due under the Rental Agreement or the Terms & Conditions, VPC may, at its discretion:
Withhold release of deposits or bonds
Charge the outstanding amount to the payment method on file
Recover the amount through formal debt collection
Report the matter to relevant authorities where applicable
Commence legal proceedings in the Courts of the Kingdom of Tonga
All unpaid amounts remain legally enforceable and recoverable in accordance with Tongan law.
Cash payments are not accepted from private clients. All private rentals must be paid by credit or debit card.
Corporate clients may pay by local bank cheque or approved government vouchers.
Exceptions for returning clients may be granted solely at VPC’s discretion and are not guaranteed.
No.
Under the law, VPC must verify the original physical driver’s license or a valid electronic license. A photo or copy is not accepted.
If you do not present a valid physical or e-license at pick-up, the vehicle will not be released and the booking may be terminated without refund, in accordance with the Terms & Conditions.
No.
To drive a VPC rental vehicle, the driver must:
Be at least 21 years old
Have a minimum of 3 years driving experience
Hold a valid full (unrestricted) driver’s license
Present the license for inspection and copying at pick-up
Learner, provisional, or restricted licenses are not accepted.
Not necessarily.
Under Sections 17 and 18 of the Traffic Act of Tonga, a person holding a valid foreign driver’s license may drive in Tonga for up to 12 months without obtaining a Tongan license only if their license is issued by a country that recognizes Tongan driver’s licenses (reciprocity) and permits them to drive the same class of vehicle.
Reciprocal (visa-free) countries include:
If your license is issued by a non-reciprocal country, you must apply to the Principal Licensing Authority in Tonga before driving. This requires:
Presentation of your foreign driver’s license
Compliance with recognition requirements
Payment of the prescribed fee
If approved, a Tongan driver’s license may be issued allowing you to drive the same vehicle class as permitted by your foreign license.
Failure to comply with the Traffic Act of Tonga will result in refusal of vehicle handover. It is the renter’s responsibility to ensure full legal compliance before arrival.
No.
Complimentary airport transfer is provided only on the same day as vehicle pick-up or return, in accordance with the booking.
Airport transfers requested before or after the booking dates are not free and will be charged separately.
All airport transfers outside the booked rental dates are subject to availability and applicable fees.
Yes.
Insurance may be purchased at the time of signing the Rental Agreement, before vehicle keys are released.
Insurance cannot be added after vehicle handover. Failure to select insurance may result in a mandatory bond or full liability as set out in the Terms & Conditions.
The booking system is working correctly.
Complimentary airport transfer is available only for bookings of two (2) days or more, as clearly stated in the “Included in the Price” section on the website.
If you attempt to book a one-day rental while selecting airport pick-up and drop-off, the system will automatically charge two days, as airport transfers are not free for one-day rentals.
If you wish to book one day only, you must:
Collect the vehicle from the VPC office
Return the vehicle to the VPC office
Contact us to receive a one-day invoice without airport transfers
Airport transfers are optional services and are not included in one-day rentals.
Some VPC rental vehicles are equipped with GPS tracking devices for security, recovery, fleet management, and insurance purposes.
By renting a vehicle from VPC, you consent to GPS tracking in accordance with applicable law. GPS data may be used in the event of theft, unauthorised use, breach of contract, accidents, or recovery operations.
Yes.
VPC reserves the right to refuse vehicle handover if, at pick-up, the renter appears intoxicated, impaired, aggressive, unfit to drive, or unable to comply with legal or contractual requirements.
In such cases, the booking may be terminated without refund, in accordance with the Terms & Conditions.
No, unless expressly approved in writing.
Rental vehicles must not be used for:
Off-road driving
Racing or speed testing
Towing or pushing other vehicles
Sub-leasing or lending to third parties
Commercial or business use not approved by VPC
Unauthorised use constitutes a serious breach and may result in termination, repossession, and full liability.
If no insurance is selected, a mandatory bond applies, as stated in the Terms & Conditions.
The bond is used to cover:
Damage
Fuel shortages
Fines
Cleaning
Other charges arising during the rental
Any unused balance is refunded after final inspection and reconciliation.
No.
Early returns are not refundable. Rental charges are calculated per booking and calendar day, not based on actual usage.
Yes.
All rental vehicles, including tires, batteries, number plates, registration and annual examination labels, and any other vehicle components or documents, remain the property of VPC at all times.
Replacing, removing, exchanging, or interfering with any of these items – for personal use or for the benefit of third parties, including a local family – without prior written approval from VPC constitutes a serious breach of the Terms & Conditions and the Rental Agreement.
Any loss, damage, replacement, or administrative consequence arising from such actions must be paid in full by the renter. Refusal to pay entitles VPC to enforce contractual remedies, including:
Termination of the rental
Recovery of all replacement and administrative costs
Permanent refusal of future service
Permanent bans are lawful business decisions applied where contractual trust or property integrity is compromised. Such decisions are final and are not affected by personal circumstances, intentions, or public complaints.
VPC reserves the right to substitute the booked vehicle with a similar or higher-class vehicle if the original vehicle becomes unavailable due to maintenance, damage, or unforeseen circumstances.
Vehicle substitution does not constitute grounds for cancellation or refund.
Yes.
An administration fee may apply for processing:
Traffic fines
Parking violations
Damage claims
Insurance matters
Recovery or enforcement actions
All administration fees are charged in accordance with the Terms & Conditions.
Additional charges apply where the vehicle is returned late, returned with less fuel than at pick-up, returned with damage beyond acceptable wear and tear, or where the Terms & Conditions or Rental Agreement were breached. All charges are assessed at drop-off and enforced strictly in accordance with the signed agreement.
All vehicles are supplied clean, roadworthy, and mechanically sound. Minor cosmetic wear, scratches, dents, or age-related marks are normal and do not affect performance. Cosmetic condition does not constitute grounds for complaint, exchange, refund, or cancellation.
Rental charges are calculated per calendar day and booking period, not based on actual usage. Early returns are non-refundable, as stated in the Terms & Conditions.
Vehicles are supplied with a full tank and must be returned full. Where fuel is missing, charges are applied strictly in accordance with the Fuel Policy. Reduced charges apply only in clearly defined unavoidable circumstances. Disagreement does not invalidate the policy.
VPC requires calm, respectful, and professional conduct from customers at all times. Enforcement of Terms & Conditions or refusal to grant exceptions does not constitute misconduct and does not affect the validity of charges or decisions.
Payment does not guarantee vehicle handover. VPC reserves the right to refuse handover where a customer appears intoxicated, impaired, aggressive, unfit to drive, or unable to comply with legal or contractual requirements. No refund is guaranteed in such cases.
Vehicle repossession occurs only where the Terms & Conditions or Rental Agreement are materially breached, including unauthorised drivers, unauthorised use, misuse, or safety concerns. Repossession is a lawful contractual remedy.
Public reviews do not alter contractual rights or obligations. Lawful enforcement actions, including refusal of service, repossession, or permanent bans, remain valid regardless of reviews.
VPC reserves the right to permanently refuse future service where customer conduct breaches policy or poses risk to staff, property, or public safety. Permanent bans are lawful business decisions and do not require explanation or reconsideration.
Complimentary airport transfer is available only for bookings of two (2) days or more. One-day rentals with airport pick-up or drop-off incur charges or require office collection and return.
Bond refunds are processed only after final inspection and reconciliation of fuel, damage, fines, cleaning, and applicable charges. Processing timeframes are standard and do not constitute grounds for dispute.
The renter confirms acceptance of vehicle condition at pick-up. Failure to raise issues before departure is deemed acceptance. Damage identified at drop-off is assessed accordingly.
Terms & Conditions apply equally to all customers. Exceptions are not guaranteed. Refusal to grant an exception does not constitute unfair treatment.
Insurance is optional. Where insurance is declined, a mandatory bond applies. These requirements are non-negotiable.
VPC does not engage in informal legal threats. Any legal matters are handled strictly through formal legal channels in accordance with the laws of the Kingdom of Tonga.
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