Service Delivery Policy DELIVERY ETA

1. SERVICE DESCRIPTION

1.1 KZ Car Rental provides vehicle rental services with or without a driver including:
1.2 All bookings are subject to vehicle availability at the time of booking.
1.3 KZ reserves the right to substitute the booked vehicle with a similar or better vehicle in the same category.

2. SERVICE DELIVERY ETA (Estimated Time of Arrival)

SERVICE DELIVERY ETA:
Service Delivery ETA Details
Booking Confirmation Within 5 Minutes Confirmation email with booking details sent to registered email
Key Collection Instructions Within 24 Hours Sent via email and WhatsApp after booking confirmation
Vehicle at Pickup Location At Scheduled Pickup Time Vehicle ready at KZ counter, Sultan Mahmud Airport (TGG)
Refund Processing 5–10 Business Days After refund approval, processed via ToyyibPay
Customer Support Response Within 1 Hour During operating hours via WhatsApp or Email
After-Hours Return ❌ Not Available Returns only accepted 8:00 AM – 8:00 PM. Late fees apply if returned after hours.
Late Return Processing At Return Time Fee calculated based on duration: 1-12 hrs = 12-hour rate; 13-24 hrs = daily rate
2.1 The Delivery ETA for booking confirmation is within 5 minutes of successful payment.
2.2 Key Collection Instructions will be sent within 24 hours of booking confirmation, or immediately for confirmed bookings.
2.3 For urgent bookings made less than 24 hours before pickup, Key Collection Instructions will be sent as soon as possible.

3. PICKUP LOCATION

3.1 Address:
KZ Travel & Tours Sdn Bhd
GLL 10D, Balai Ketibaan,
Lapangan Terbang Sultan Mahmud,
Kampung Telaga Batin, 21300 Kuala Terengganu, Terengganu
3.2 The KZ counter is located in the Arrival Hall of Sultan Mahmud Airport.
3.3 Customers arriving by flight can proceed directly to the KZ counter upon arrival.

4. OPERATING HOURS

4.1 KZ Car Rental operates 7 days a week including public holidays.
4.2 Operating Hours: 8:00 AM – 8:00 PM (Malaysia Time GMT+8)
4.3 Pickup and Drop-off: Available during operating hours only.
4.4 After-Hours Return:
  • No returns are accepted after 8:00 PM.
  • If the Renter is unable to return the vehicle by 8:00 PM, the Renter must keep the vehicle until 8:00 AM the next day.
  • Late return fees will apply for the entire delay period until the vehicle is returned (see Terms of Service Section 6.2).
4.5 After-Hours Pickup: Not available. All vehicles must be picked up during operating hours.
4.6 During public holidays, operating hours may vary. Please contact KZ for confirmation.

5. PICKUP PROCEDURE

5.1 The Renter should arrive at the pickup location 15 minutes before the scheduled pickup time.
5.2 Required documents at pickup:
5.3 The pickup process includes document verification, security deposit hold, vehicle inspection, signing the rental agreement, and handover of keys.
5.4 If the Renter fails to present the required documents, KZ reserves the right to refuse the rental with no refund.

6. DROP-OFF PROCEDURE

6.1 The Renter must return the vehicle to the same KZ counter at Sultan Mahmud Airport (TGG) where it was picked up.
6.2 The return process includes vehicle inspection, fuel level check, interior and exterior condition check, return of keys and documents, and completion of return paperwork.
6.3 The vehicle must be returned with the same fuel level as when picked up, clean (excessive cleaning fees may apply), and all keys and accessories returned.
6.4 Late return fees and damage repair costs may apply as per the Terms of Service.

7. LATE DELIVERY / SERVICE FAILURE

7.1 If the vehicle is not ready at the scheduled pickup time, KZ will notify the Renter immediately.
7.2 In case of service failure, KZ will offer a full refund of the booking amount OR an alternative vehicle of similar category (subject to availability).
7.3 KZ shall not be liable for any consequential losses resulting from late delivery or service failure.

8. SPECIAL REQUESTS

8.1 Special requests (e.g., child seats, extra luggage space) can be made at the time of booking.
8.2 Special requests are subject to availability and should be made at least 48 hours before pickup.
8.3 KZ reserves the right to charge additional fees for special requests.

9. CONTACT INFORMATION

KZ Travel and Tours Sdn Bhd
GLL 10D, Balai Ketibaan, Lapangan Terbang Sultan Mahmud,
Kampung Telaga Batin, 21300 Kuala Terengganu, Terengganu

WhatsApp: +60 19-983 3103
Email: admin@kzcarrental.com.my
Website: https://kzcarrental.com.my

Operating Hours: Monday – Sunday, 8:00 AM – 8:00 PM (Malaysia Time GMT+8)
Response Time: Within 1 Hour during operating hours

Last Updated:

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