Frequently Asked Questions
It’s as EZ as this
Still have questions about renting with us? We think you’ll find the
answers you’re looking for here!
At EZ Rentals, we pride ourselves on our friendly customer service. Have a look to see if your question has been answered below. If it hasn’t, get in touch and we’ll respond to your query within the day.
info@ezrentals.co.nz or 0508 397 368
Bookings and Payment
I want to go ahead with my booking, what do I need to do?
We just need your name, email and delivery address. We will email you with a link to our online booking form.
On delivery, you’ll sign the direct debit form and our iPad acknowledging delivery and our Terms and Conditions.
How do I pay for my rental?
We set our standard rental agreements (3 months or more) up on a direct debit and you choose when you want to pay, either weekly or fortnightly.
You can choose whether this comes out on Tuesday, Wednesday or Thursday.
We ask for 2 weeks payment upfront prior to delivery to be paid online via internet banking.
Short term rental agreement (less than 3 months) customers are required to pay the full amount upfront prior to delivery.
Do you have a minimum rental period?
We do have a minimum charge (equivalent to 3 months rental) for our appliances, but we also offer short term rentals at short term rates on request.
Can my flatmate take over the rental agreement if I move out?
Takeovers are our specialty and we do this all the time!
It’s easy and hassle-free, we simply ask the new account holder to complete an online contact booking form (by email) and a new direct debit authority form.
Can you ‘hold’ an appliance for me?
We operate on a first come, first served basis.
Once your deposit for a standard agreement or full payment of a short term agreement is received, we can approve delivery and ‘hold’ an appliance for you.
Are there any hidden fees?
No, all of our costs are included in the price quoted.
The only time there is an additional charge to customers is for the cost of repairs, or for replacement of the appliance, in the event of theft, loss or damage outside the agreed terms.
“all of our costs” includes delivery, installation and collection.
Do I need to pay a bond?
We require a $20 bond just for our fridges because of the work involved in cleaning them.
However, this is fully refundable if the fridge is returned to us in a clean condition.
Do you do credit checks?
We are a small family business based on trust, so no. We only ask that if you want to rent a television from us that you are in paid employment.
We do however ask for multiple alternative contacts (including employer if applicable) and your landlord details if you are renting your home and do not own it.
How do I change my account details?
Banking law requires us to have a signed document, so we will send you a new direct debit form to print out, complete in pen and get back to us.
This can be done by emailing back a photo or PDF scan of the completed direct debit form.
We cannot accept electronic signatures.
What happens if the direct debit doesn’t go through due to insufficient
funds?
We call this a dishonoured payment and if you know this might happen please call the office on 0508 397 368 (ideally in advance), so we can ensure you don’t get charged our $10 dishonour administration fee.
If you aren’t aware of the dishonour, we’ll let you know and simply take a double payment (plus our $10 dishonour administration fee) on the next payment due date or make an alternative repayment arrangement with you.
Delivery, installation and repairs
Do you deliver and install for free?
Yes, delivery and installation is included in all of our pricing in the weekly cost on the website.
What days and times do you deliver and collect?
Our deliveries and collections are on Tuesdays, Thursdays and Saturdays. If we’re really busy, we may be able to offer an alternative day.
Booking Deadlines
Tuesday delivery – Online contact booking form and payment must be received by 9.00 am Monday prior.
Thursday delivery – Online contact booking form and payment must be received by 5.00 pm Tuesday prior.
Saturday delivery – Online contact booking form and payment must be received by 5.00 pm Thursday prior.
Please note that all our Terms and Conditions are signed at the time of delivery and our direct debit authority must be returned by email, provided to our driver or completed at the time of delivery.
Photo identification is required for direct debit signatories and at the time of delivery.
How will I know what time you’re coming?
We set the delivery schedule the day before delivery. We then send you a text between 4.00pm and 4.30pm the day before providing you with an estimated time slot for your delivery. We will contact you if there is any change on the day due to traffic conditions etc.
Do I need to be at home all day to wait for the delivery?
Absolutely not. We pride ourselves on our flexible delivery days and make sure that you are given as small a window as possible to wait for us (1.5 – 2 hours). Plus, our driver will call or text you when he is on his way and we can provide 30 minutes notice on request.
Where do you deliver to?
We deliver to areas in the towns/suburbs within the boundaries shown below.
Can you move my appliance for me if I am moving house?
Yes, at no charge. We just ask that you call and give us a few days notice.
The reason for this is to ensure that you are not responsible if our appliance gets damaged, and so we can make sure the installation is done correctly at the new property.
Only EZ Rentals staff are covered by our insurance to move appliances.
How much notice do I need to give if I need the appliance to be collected?
Ideally 4 – 5 days, but we are really flexible and if there is room on the van we will fit it in.
Please note, you will be charged the difference between the time you have had the appliance and our minimum charge (if you have not had the appliance long enough to meet our minimum charge). This is not required if it’s a short term rental agreements.
There is no refund if a short term rental agreement is cancelled early. This is to ensure our minimum charge is met.
What do I do if there is a problem with the appliance?
Any problems, give us a call on 0508 397 368 and we will be there as soon as we can. (fridges are treated as a priority and we will resolve issues with other appliances as soon as possible).
We will either swap or repair the appliance.
Do I have to pay for repairs?
We will only charge you for repairs or replacement in the event of theft, loss or damage of the appliance outside the agreed terms.
Customers are responsible for keeping our appliances clean.
Our appliances
Are all of your appliances new?
Some are new and of course some are newer than others. All of our appliances are immaculately maintained and serviced, so they all perform as well as a new appliance.
Cleanliness and hygiene is extremely important and reflected in our maintenance of appliances.
Can I change the size of my appliance or add additional appliances?
Yes, of course, at any time, subject to availability. We simply adjust the existing direct debit amount as necessary and as an existing customer there are usually no additional forms to complete.
If the additional appliance is a fridge there will be a $20 cleaning bond payable prior to delivery.
What are the energy and/or water ratings on the appliances?
You can find the energy and/or water ratings for most of our products in each of their descriptions detailed on our website.
Do you provide commercial, Airbnb or homestaging rentals?
Although our appliances are all domestic appliances, they are available where suitable for rent by businesses, landlords, Airbnb’s and homestaging.
Please specify your situation to our team upon enquiry.
Still have questions for us? Get in touch, our friendly team will be
glad to help you
