Q: I was pulled over by a police officer. Where can I find my insurance and vehicle documents?
A: Your vehicle registration and insurance documents are stored in the glove compartment of your rental vehicle.
Q: What is my vehicle's daily rate?
A: Your daily rate is determined by your insurance provider. Please contact your insurance company directly for details on your approved rental rate.
Q: Can I take my rental vehicle outside of Canada?
A: No. Rental vehicles may not be taken outside of Canada under any circumstances. This is a condition of your rental agreement.
Q: What is a security deposit/pre-authorization?
A: A security deposit is a temporary hold placed on your credit or debit card — it is not a charge. While it may appear as a pending transaction on your bank statement, your funds will be released within 2 weeks of returning your vehicle. This hold protects Pace Car Rental against any damages or additional charges that may arise during your rental period.
Q: Why haven't I received my security deposit back after returning my vehicle?
A: Security deposits are released within 2 weeks of vehicle return. This window allows us to account for any outstanding tickets or fines, as the Ministry of Transportation can take up to 2–4 weeks to process and bill traffic violations.
Q: Why hasn't my deposit refund shown up yet?
A: A security deposit is a hold, not a charge. If you paid by credit card, the hold will be released automatically within 2 weeks of your return date. If you paid by debit card, the release must be processed manually — please contact your Pace Car Rental location after the 2-week period has passed and we will take care of it right away.
Q: How many kilometers am I allowed to drive?
A: Your rental includes up to 3,000 km. This limit exists to prevent commercial use of our vehicles, which is strictly prohibited under your rental agreement.
Q: Which side is the gas tank on?
A: Look at the fuel gauge on your dashboard. There is a small arrow next to the fuel pump icon — it points to the side of the vehicle where the gas cap is located. In most vehicles, the gas tank is on the driver's side.
Q: What should I do if my vehicle is due for an oil change?
A: Pace Car Rental will reach out to you when your vehicle is due for servicing. If the oil change indicator comes on and you haven't heard from us, please call the number on your rental agreement and we will arrange service as soon as possible.
Q: What happens if I need roadside or vehicle services? A: You are responsible for any service charges incurred during your rental, including tire damage, towing fees, or lost keys. Pace Car Rental does offer lockout assistance — please contact your rental location for help (fees apply).
Q: How do I request a vehicle replacement? A: To arrange a replacement vehicle, please contact your Pace Car Rental location and provide your name, phone number, insurance claim number, policy number, and the reason for the replacement request. We will get back to you as quickly as possible.
Q: My vehicle was declared a total loss. Can I keep the rental until I receive my settlement cheque? A: You will need to contact your insurance company and request an extension through the date your settlement is received. Please ensure your insurer notifies Pace Car Rental directly about the approved extension — if we are not notified, you will be personally responsible for any additional daily charges incurred.
Q: How do I return my rental vehicle?
A: Please call your Pace Car Rental location during business hours to schedule your vehicle return. We do not process returns on weekends, so please plan accordingly based on your rental end date and our office hours.
Q: I need to return my vehicle but have no way to get home. Can you help?
A: Yes — please contact your Pace Car Rental location during business hours to arrange a pickup. Please note that a transportation fee may apply.
Q: How do I find out how many days I have left on my rental?
A: Contact your Pace Car Rental location during business hours and we will be happy to look into your rental details and get back to you promptly.
Q: I want to switch rental providers. What should I do?
A: Please contact your Pace Car Rental location during business hours and we will do our best to accommodate your request and facilitate a smooth vehicle return.
For any questions not covered here, please contact your Pace Car Rental location directly during business hours. We're here to help.
