Question 1

Why is JUCY charging me when I already paid for my campervan or car rental?

Accepted Answer

With JUCY rentals, you may see multiple transactions: one for the initial booking payment, another for the security bond (held as a pre‑authorisation or separate charge), and possible post‑rental charges. After you return the vehicle, JUCY may process additional amounts for fuel top‑ups, road tolls, traffic or parking fines, extra days, or damage/excess fees identified during inspection. Check your rental agreement breakdown, which usually lists potential additional charges. If you’re unsure, contact JUCY with your booking number to request a detailed statement of charges.

Question 2

What are typical JUCY charge amounts I might see on my statement?

Accepted Answer

Common JUCY charges include daily rental fees (which can range from budget car hire at a modest daily rate to higher amounts for larger campervans and motorhomes), plus insurance upgrades and extras such as GPS or camping gear. You may also see a larger temporary security bond or pre‑authorisation, which can be several hundred to a couple of thousand dollars depending on vehicle type and insurance cover. Smaller post‑trip charges—often under NZD/AUD $100—can relate to fuel, tolls, or minor fees. For exact amounts, refer to your booking confirmation, which itemises your daily rate, extras, and any bond requirements.

Question 3

Why do I see a JUCY pre‑authorisation or security bond on my card?

Accepted Answer

JUCY typically takes a security bond or pre‑authorisation at pick‑up to cover potential damage, unpaid fuel, or other incidentals. This appears as a pending transaction or hold on your statement and is separate from your rental payment. If the vehicle is returned on time and in line with the rental terms, the bond is usually released within several business days, though the timing depends on your bank or card provider. If a bond has not been released after 7–10 business days, contact both your bank and JUCY with your rental agreement number to follow up.

Question 4

How do I cancel my JUCY booking and will I still be charged?

Accepted Answer

You can usually cancel a JUCY booking via the Manage Booking or My Booking section on jucy.com using your confirmation number and surname, or by contacting their customer service team directly. Cancellation fees and refund eligibility depend on the specific rate and how far in advance you cancel—many discounted or last‑minute deals are non‑refundable, while flexible rates may allow changes or cancellations up to a certain time before pick‑up. If you cancel too close to your start date or fail to show up, you may be charged a portion or all of the booking value. Always review the cancellation policy in your confirmation email before making changes.

Question 5

How can I request a refund or dispute a JUCY charge?

Accepted Answer

If you believe you’ve been incorrectly charged by JUCY, gather your rental agreement, final invoice, and any supporting evidence (fuel receipts, return photos, or correspondence) and contact JUCY through the support or Contact page on jucy.com. Clearly explain which charge you’re disputing, the date and amount, and why you believe it’s incorrect. JUCY will typically review vehicle inspection reports, toll and fine records, and payment logs before deciding on a refund or adjustment. If you paid via a travel agent or booking platform, you may need to start the refund process with that company, who will then coordinate with JUCY.

Question 6

How do I contact JUCY about a charge I don’t recognise?

Accepted Answer

To query an unfamiliar JUCY charge, first check whether you, a family member, or a travel companion recently rented a car or campervan in New Zealand or Australia. If you still don’t recognise it, visit jucy.com and go to the Contact or Help section to find the appropriate phone number or email for the country where the charge originated, or reply to any JUCY booking email you have. Provide your full name, the last four digits of the card charged, the date and amount of the transaction, and any possible booking dates. This helps JUCY locate the transaction and explain what it relates to.

Question 7

Why was I charged by JUCY after my trip ended and the final bill was settled?

Accepted Answer

Post‑trip JUCY charges are often for delayed items such as road tolls, speeding or parking fines, extra cleaning, missing fuel, or damage discovered after a detailed inspection. These can be processed days or even weeks after you return the vehicle, depending on when toll and infringement notices are received from authorities. JUCY should email you an invoice or notice explaining any such additional fees to the address on your booking. If you didn’t receive an explanation, contact JUCY support and request the documentation associated with the charge.

Question 8

Can I pause or change the dates of my JUCY rental instead of cancelling?

Accepted Answer

JUCY generally allows changes to booking dates or vehicle types, subject to availability and the fare conditions of your original reservation. You can request modifications through the Manage Booking section on jucy.com or by contacting their reservations team; changes may incur a rebooking fee or a difference in daily rate, especially in peak seasons. If you need to shorten or extend your rental, it’s best to arrange this before your pick‑up or as early as possible during your trip to avoid higher last‑minute charges. Always check the updated confirmation JUCY sends after any change to verify new dates and costs.

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