Terms & Conditions

TERMS & CONDITIONS

Last updated: 02 July 2026

These Terms & Conditions (“Terms”) apply to all vehicle rentals, bookings, payments, website use, communications, and in-person interactions with VPC Services and Rentals / VPC Very Popular Cars (“VPC”, “we”, “us”, “our”).

By making a booking, entering our premises, communicating with our team, or using our services, you confirm that you have read, understood, and agreed to these Terms.

1. RESPECTFUL COMMUNICATION & CONDUCT

We are committed to providing a professional, safe, and welcoming car-rental experience.

All customers must communicate calmly, respectfully, and professionally at all times.

Zero tolerance

Discrimination, harassment, intimidation, threats (including legal threats), abusive language, manipulative behaviour, or antisocial conduct toward staff or other customers will result in immediate refusal of service and/or cancellation, with no obligation to refund where permitted by law.

Personal questions or comments regarding staff members’ background, beliefs, identity, or private life are strictly prohibited.

We reserve the right to:

• End any interaction

• Remove a person from the premises

• Cancel a confirmed booking

• Refuse future service

Office conduct

Do not attend our office while intoxicated, impaired, or highly agitated. This may affect eligibility to rent.

For hygiene, safety, and comfort, the office door must remain closed. Please knock before entering and close the door behind you.

2. COMMUNICATION POLICY (EMAIL, PHONE & CHAT)

Emails, phone calls and WhatsApp messages are provided as a courtesy only and are not guaranteed communication channels.

Misuse includes (but is not limited to):

• Repeated inquiries already answered on our website, booking page, confirmation email, FAQs, or these Terms

• Abusive, aggressive, or offensive language

• Excessive or unreasonable messaging

• Threatening or manipulative behaviour

We may, at our sole discretion:

• Limit, suspend, or cease phone or chat communication

• Cancel bookings (including fully paid bookings) without refund

Response timing:
Messages sent significantly in advance of the booking date are reviewed closer to the booking period. For bookings more than one week away, responses may be provided 2–3 days prior to the scheduled pick-up date. This does not constitute refusal of communication.

3. BOOKINGS & CONFIRMATION

• We do not accept unpaid reservations

• Vehicles are provided only for fully prepaid and confirmed bookings

After completing online booking and payment, an automated confirmation email is sent within 1–3 days.
Check both Inbox and Spam folders.

If payment was charged but no confirmation email is received within 3 days, contact us via email or WhatsApp with:

• Booking number

• Vehicle details

• Booking dates

3A. WALK-IN ENQUIRIES

Walk-in enquiries are served subject to immediate vehicle availability only.
VPC does not guarantee vehicle availability without a confirmed and fully prepaid online booking.
If no suitable vehicle is available at the time of enquiry, VPC is under no obligation to provide alternatives.

4. CHARGES & PAYMENT

Rental charging

Rental fees are charged per calendar day, not per 24-hour period.

Pricing

We offer:

• Weekday rates

• Discounted weekend rates

Payment

• Full payment is required to confirm a booking

• We use a secure online payment gateway with a leading Tongan bank

• Online payment is our preferred method

5. DRIVER ELIGIBILITY & DOCUMENTS

You must provide the original of:

• A valid passport and/or

• A valid full (unrestricted) driver’s license

You must:

• Be at least 21 years old

• Have a minimum of 3 years driving experience

• Carry your driver’s license at all times while driving

6. INSURANCE & BOND

We offer four (4) insurance options, explained per vehicle.

Insurance is mandatory for renters traveling with children under 12.

Insurance is mandatory for renters arriving by a cruise ship.

For other clients- if no insurance is selected:

• A mandatory bond of T$550 applies

Damage handling

• Repairs are deducted from the bond

• Unused balance is refunded

• Costs exceeding T$550 are payable by the renter

7. RECEIVING YOUR RENTAL VEHICLE

Our office working hours are:

Monday- Friday- 8:30- 17:30

Saturday- 10:30- 14:30

The vehicle pick-up and drop-off is organised:

Monday- Friday- 9:30- 16:30

Saturday- 11:30- 13;30.

Release of the rental car outside working hours is not guaranteed and depends on the availability of the staff members. 

Pick-up instructions are provided 1–2 days before arrival.

Clients arriving by a cruise ship are collecting their rentals from the office.

Clients arriving by an interisland ferry are picked up from the domestic wharf.

In the international and domestic airports, vehicles are collected from designated locations only.

We do not collect from airport arrival areas.

The first 1 hour after the scheduled pick-up time is complimentary.

After that, T$100 per hour applies.

VEHICLE DISPATCH, PICK-UP AND CUSTOMER NO-SHOW

1. Customer Responsibility to Attend

The Customer is responsible for attending the confirmed pick-up location at the date and time stated in the Booking Confirmation and for being ready and legally able to take possession of the Vehicle.

The Customer must promptly notify VPC Very Popular Cars (“VPC”) if the Customer expects to be delayed or is unable to attend the confirmed pick-up.

2. Dispatch of the Vehicle

Where the Booking requires VPC to prepare, allocate, transport or dispatch a Vehicle to a confirmed pick-up location, VPC will be considered to have performed its obligation to make the Vehicle available for collection where:

(a) the correct Vehicle, or an authorised substitute Vehicle where permitted under these Terms and Conditions, has been allocated to the Booking;

(b) the Vehicle has been dispatched to and has arrived at, or been made available at, the confirmed pick-up location within a reasonable period of the confirmed pick-up time; and

(c) VPC can provide reasonable evidence of the Vehicle’s dispatch, arrival or availability.

The Customer’s failure to attend or take possession of the Vehicle does not, by itself, constitute a failure by VPC to provide the booked rental service.

3. Proof of Dispatch and Attendance

For the purposes of this clause, reasonable evidence of dispatch, arrival or attendance may include one or more of the following:

(a) vehicle GPS or location records;

(b) date- or time-stamped photographs or video;

(c) staff dispatch or delivery records;

(d) vehicle movement or operational records;

(e) telephone call records;

(f) SMS, email, WhatsApp or other electronic communications;

(g) records of attempted contact with the Customer;

(h) staff contemporaneous notes or statements; or

(i) any other reasonably reliable evidence showing that the Vehicle was dispatched or made available in accordance with the Booking.

Electronic and operational records maintained by VPC in the ordinary course of business may be relied upon as evidence of dispatch and attendance, subject to applicable law.

4. Waiting Period

Unless a different waiting period is expressly stated in the Booking Confirmation or agreed with the Customer, VPC will allow a reasonable waiting period of 30 minutes from the confirmed pick-up time.

Where the Customer contacts VPC before or during that period and advises of a genuine delay, VPC may, where reasonably practicable, agree to extend the waiting period.

Any extension is at VPC’s operational discretion and does not oblige VPC to delay another booking, employee, driver, vehicle movement or other scheduled service.

5. Customer No-Show

A Booking may be classified as a Customer No-Show where:

(a) the Vehicle has been dispatched or made available in accordance with this clause;

(b) the Customer has not attended and taken possession of the Vehicle within the applicable waiting period;

(c) the Customer has not arranged an alternative collection or delivery time acceptable to VPC; and

(d) VPC has made at least one reasonable attempt to contact the Customer using the contact information supplied with the Booking, where reasonably practicable.

A Customer who supplies incorrect, incomplete or inaccessible contact information remains responsible for attending the confirmed pick-up as booked.

6. Effect of a Customer No-Show

Once a Booking has been classified as a Customer No-Show:

(a) VPC may withdraw the Vehicle from the pick-up location;

(b) VPC is not required to continue holding the Vehicle exclusively for the Customer;

(c) VPC may return the Vehicle to its operating base or allocate it to another booking;

(d) the Customer has no automatic right to require the Vehicle to be dispatched again; and

(e) any subsequent collection, delivery or re-dispatch requested by the Customer is subject to vehicle availability and VPC’s operational capacity.

A Customer No-Show does not cancel or reverse costs and services already incurred or performed by VPC in connection with the Booking.

7. Charges and Refunds Following a No-Show

Where a Booking becomes a Customer No-Show after VPC has prepared, allocated and dispatched the Vehicle, amounts paid in respect of services already performed, costs already incurred, the period for which the Vehicle has been reserved and removed from general availability, and any applicable dispatch, delivery or operational charges are non-refundable to the extent permitted by law.

Where the Booking Terms state that a confirmed rental is non-refundable after the applicable cancellation deadline or after dispatch has commenced, that policy continues to apply to a Customer No-Show.

The parties acknowledge that these provisions are intended to compensate VPC for the genuine operational and commercial consequences of reserving and dispatching a Vehicle and are not intended to operate as a penalty.

Nothing in this clause excludes any refund or remedy that VPC is legally required to provide under applicable law.

8. Re-Dispatch

If VPC agrees to make the Vehicle available after a Customer No-Show, VPC may require payment of a reasonable additional re-dispatch, delivery or collection charge before the Vehicle is dispatched again.

Acceptance of a re-dispatch request does not extend the original rental period unless VPC expressly agrees otherwise in writing.

Unless otherwise agreed, the original Booking commencement and return times remain unchanged.

9. Circumstances Outside the Customer’s Control

VPC may, acting reasonably and at its discretion, waive or reduce a No-Show charge or permit alternative arrangements where the Customer provides satisfactory evidence of exceptional circumstances outside the Customer’s reasonable control.

Any waiver in one case does not create an obligation for VPC to grant the same waiver in another case.

10. VPC Failure to Attend

This Customer No-Show provision does not apply where VPC fails to dispatch or make the Vehicle available substantially in accordance with the confirmed Booking and the failure was not caused by the Customer.

Nothing in this clause limits any rights or remedies available to a Customer under the Consumer Protection Act 2000 or any other applicable law that cannot lawfully be excluded or restricted.

8. AIRPORT TRANSFERS

Complimentary airport transfer applies only for bookings of 2 days or more.

For one-day rentals:

• Vehicle must be collected and returned to our office

• Airport transfer is not included

Transfers outside booking dates are not complimentary.

9. AIRPORT DROP-OFF (SELF-DRIVING)

When returning at the airport, you must:

• Park in the designated location

• Pay parking directly to the attendant

• Return fuel at the same level as pick-up

• Remove all personal items

• Leave the vehicle clean and rubbish-free

• Return keys as instructed

• Leave the parking receipt on the dashboard

Failure to comply may affect future rental eligibility.

10. VEHICLE CUSTODY DURING YOUR RENTAL

For the safety of our vehicles and clarity of responsibility, VPC vehicles must remain under VPC custody whenever a renter is not present on Tongatapu.

If, during your rental period, you plan to:

• travel to another island,
  leave Tonga temporarily,
• stay overnight elsewhere without the vehicle,
• or are otherwise unable to retain direct custody of the vehicle,

the vehicle must be returned to the VPC office car park, and the keys handed back to our team, for the duration of your absence.

VPC vehicles are not to be left unattended at airports, ferry terminals, workplaces, accommodations, or public areas unless expressly agreed in advance.

If you have a flight, ferry, or scheduled departure, please inform us ahead of time.

We are happy to:

• arrange return of the vehicle,
  assist with transport to the airport or wharf,
• or help coordinate a smooth handover.

Our aim is safety, accountability, and continuity of service.

11. VEHICLE CONDITION

Vehicles are supplied clean, fueled, roadworthy, and mechanically sound at the start of the rental period. Minor cosmetic wear, scratches, dents, or age-related marks do not affect vehicle performance and are not grounds for complaint, exchange, refund, or cancellation.

The renter confirms acceptance of the vehicle’s condition at pick-up. Failure to raise issues before departure is deemed acceptance of the vehicle as provided.

Vehicles are photographed and/or video-recorded before and after each rental. These records may be used to assess condition, cleanliness, fuel level, and damage.

12. VEHICLE EXCHANGE & SUBSTITUTION

Exchanges or upgrades are not granted for personal preference, cosmetic reasons, or change of mind.

An exchange may be considered only if a verified mechanical fault materially affects safe operation and is confirmed by VPC.

VPC reserves the right to substitute a booked vehicle with a similar or higher-class vehicle if the original vehicle becomes unavailable due to unforeseen circumstances. This does not constitute grounds for cancellation or refund.

Tire damage, punctures, and road-related incidents remain the renter’s responsibility.

13. DAMAGES TO THE VEHICLE

The renter and Primary Driver are responsible for all damage, including but not limited to:
Collision, rollover, theft, tire damage, vandalism, fire, flood, medical incidents, and natural disasters.

In case of damage:

• Call Tonga Police (922) immediately

• Notify VPC without delay

Failure to follow this procedure may affect insurance coverage.

14. LOST KEYS, LOCKOUTS & FLAT TIRES

Optional coverage:

• Happy Drive – T$60/day

• 24/7 Car Assist – T$30/day

Without coverage:

• Roadside assistance: T$350

• Lost keys: T$300

• Flat tire repair: T$300

• Locked keys: T$150

15. FUEL POLICY

Vehicles are supplied full and must be returned full.

If returned with less fuel:

• Standard fuel charge: T$250

Unavoidable circumstances:

• Less than half tank missing: T$100

• Half tank or less remaining: T$200

16. PET-FRIENDLY RENTALS

Pets are welcome with prior notice.

A complimentary pet kit is provided.

If the vehicle does not meet return cleaning standards, a T$150 cleaning fee applies.

17. PERSONAL ITEMS

Vehicles are inspected at drop-off.

Item recovery:

• Local delivery: T$100

• International courier: fees apply (prepaid)

VPC is not responsible for items left behind.

18. FINES, TICKETS & OFFENCES

The renter is fully responsible for all traffic fines, parking violations, tolls, impound fees, or legal penalties incurred during the rental period.

An administration fee may apply for fine processing.

19. REFUNDS

Refund requests must include:

• Written explanation

• Supporting photos

Refunds may take 5–7 business days.

Advance booking refunds are partial only if cancelled 45 working days before pick-up.

20. SECOND DRIVER

Only the Primary Driver may drive unless a Second Driver is approved.

Second Driver requirements:

• Original valid license

• Minimum age 21

• Minimum 3 years driving experience

21. PICK-UP & DROP-OFF TIME

Charged per calendar day.

Early returns are non-refundable.

Late returns incur an additional daily charge.

VPC reserves the right to refuse handover if the renter appears intoxicated, impaired, aggressive, or unfit to safely operate the vehicle. No refund is guaranteed in such cases.

21A. SUNDAY & PUBLIC HOLIDAY RESTRICTIONS 

Vehicle handovers (pick-up or drop-off), in-person transactions, and commencement or conclusion of any Rental Agreement are not conducted on Sundays in compliance with the laws of the Kingdom of Tonga.
Where a booking period includes a Sunday, the rental period remains charged per calendar day, as the vehicle is allocated exclusively to the renter and is unavailable for other bookings.
No exceptions are made.

22. ROAD SAFETY & PROHIBITED USE

Speed limits:

• Residential: 45 km/h

• Freeway: 70 km/h

Seatbelts are mandatory.
Mobile phone use while driving is prohibited.

Alcohol, smoking, and drug use in vehicles are strictly prohibited.

Violations may incur penalties of up to T$500.

23. UNAUTHORISED DRIVER

Only the Primary Driver listed may drive the vehicle unless a Second Driver is approved in advance.

Unauthorised driving does not require physical, photographic, or documentary proof.
A credible testimony from a trusted eyewitness or an authorised representative of VPC is sufficient to establish a breach.

Any unauthorised driver constitutes a serious breach and will result in:

• Immediate termination of the rental
• Immediate repossession (where possible)
• No refund
• Full liability for all damages, losses, fines, and costs
• Voidance of insurance coverage

The renter remains fully liable for the actions of any unauthorised driver.

24. GPS & VEHICLE TRACKING

Some vehicles may be equipped with GPS tracking for security, recovery, and insurance purposes. By renting from VPC, you consent to such use in accordance with applicable law.

25. FORCE MAJEURE

VPC is not liable for delays, cancellations, or inability to provide a vehicle due to events beyond our reasonable control, including weather events, natural disasters, fuel shortages, government actions, road closures, or mechanical failures beyond reasonable maintenance.

No compensation or refund is guaranteed unless required by law.

26. NO WAIVER

Failure by VPC to enforce any provision of these Terms does not constitute a waiver of our right to enforce it later.

27. AGREEMENT PRECEDENCE

In the event of any inconsistency between these Terms and any verbal communication, website content, or third-party platform listing, these Terms prevail.

28. GOVERNING LAW

These Terms are governed by the laws of the Kingdom of Tonga.

29. ENTIRE AGREEMENT, PRECEDENCE & LEGAL EFFECT

These Website Terms & Conditions, together with the VPC Vehicle Rental Agreement signed by the renter, constitute the entire, binding legal agreement between the renter and VPC Services and Rentals / VPC Very Popular Cars (“VPC”).

Both documents operate together as one legal framework, and compliance with all applicable provisions is mandatory.

In the event of any inconsistency, variation, or difference in wording:

• The documents shall be interpreted consistently, and

• Where interpretation is required, the stricter or more protective provision in favour of VPC shall prevail, to the maximum extent permitted by law.

No verbal statements, informal communications, third-party platform listings, assumptions, expectations, or prior representations shall have any legal effect unless expressly incorporated in writing into these Website Terms or the signed Rental Agreement.

By accessing or using the website, making a booking, completing payment, or signing the Rental Agreement, the renter confirms that:

• They have read and understood both documents

• They accept the terms regardless of personal satisfaction or disagreement

• Continued use of the website or rental vehicle constitutes ongoing acceptance

If the renter does not agree with these Terms or the Rental Agreement, their sole remedy is to discontinue use of the website and decline the rental.