1. Booking & Reservations
We recommend booking at least 48 hours in advance to allow time for vehicle preparation, verification, and delivery arrangements if needed. Availability may vary by vehicle and date.
Reservations can be cancelled free of charge up to 48 hours before the scheduled pickup time. Cancellations made within 48 hours of the rental start may be subject to fees.
Yes. Rental extensions can be requested remotely, subject to vehicle availability. Please contact us before your scheduled return time to arrange an extension.
Yes. One-way rentals and drop-off services may be available depending on the location. Additional fees may apply. Please contact us before booking to confirm availability.
Yes. We offer airport and concierge delivery services for added convenience. Availability and fees vary by location. Please contact us in advance to confirm arrangements.
2. Pricing & Payments
No. We do our best to keep pricing clear and transparent. Rental rates, coverage options, add-ons, mileage limits, delivery fees, and applicable charges will be shown before checkout.
Yes. A valid credit card in the renter's name is required for the security deposit and any additional charges that may arise during the rental period, such as tolls, traffic violations, fuel charges, damage, or other fees. The cardholder must be present and provide the credit card used for the reservation at the time of pickup or delivery.
Debit cards and third-party credit cards are generally not accepted for security deposits. In limited circumstances, alternative payment methods may be considered at our discretion and may require additional verification, documentation, or a larger security deposit.
We accept all major credit cards, including Visa, Mastercard, and American Express. The credit card used for payment must be in the primary renter's name.
Yes. Most rentals require a security deposit. The amount varies by vehicle and will be shown during the booking process. The deposit is held to cover potential additional charges and is released after the vehicle is returned, subject to inspection.
The security deposit is typically released shortly after the rental ends. Depending on your bank or credit card issuer, it may take up to 10 business days for the funds to appear in your account.
We offer a 30-minute grace period after the scheduled return time. After that, additional charges may apply. If you expect to be late, please contact us as soon as possible.
The renter is responsible for all tolls, parking tickets, traffic violations, towing charges, and related fees incurred during the rental period. If we receive a charge after your rental ends, we may pay it on your behalf and send you an invoice for reimbursement.
3. Insurance & Coverage
All vehicles include the basic insurance coverage required by British Columbia law, which provides third-party liability coverage. Damage to the rental vehicle is not included. Renters are responsible for any damage unless covered by their own insurance, eligible credit card coverage, or a protection option selected during booking. Proof of coverage may be required before the rental begins.
We offer Standard and Premium Damage Protection options. Additional coverage, including Tire, Rim & Glass Protection and Roadside Assistance, may also be available. Coverage options, pricing, and deductibles will be displayed before checkout.
Yes. You may use your own insurance or eligible credit card rental coverage. Proof of coverage may be required before the rental begins. If coverage cannot be verified, you may be required to purchase one of our available protection options.
If an accident or damage occurs, you must notify us immediately and contact the police if required by law or the circumstances. We may request photos and other information to assist with the claim process. If the vehicle is not safe to drive, contact us for further instructions.
4. Vehicle Information
We offer a select range of premium vehicles, not economy or base-model cars. Our fleet may include SUVs, 7-seaters, Jeeps, and specialty vehicles, depending on availability.
Yes. Many of our vehicles are equipped or prepared for seasonal driving conditions. In British Columbia, winter tires or chains are required on many designated routes from October 1 to March 31, and on some mountain or high-snowfall routes until April 30. Please check the vehicle details before booking or contact us if you require winter tires for your trip.
Yes. Most rentals include a mileage allowance. Additional mileage charges may apply if the limit is exceeded. An Unlimited Mileage option may be available during booking. Mileage limits vary by vehicle and will be displayed before checkout.
No, travel into the United States is currently not permitted. Travel outside British Columbia may be allowed with prior authorization. Please contact us before your trip if you plan to drive outside the province.
No. Smoking and vaping are strictly prohibited in all vehicles. Additional cleaning fees may apply if evidence of smoking or vaping is found.
No. Off-road driving is not permitted. Any damage resulting from off-road use is the responsibility of the renter.
Yes. Pets are allowed in select vehicles. Additional cleaning or repair charges may apply if the vehicle is returned with excessive pet hair, odors, or damage. Please review our Pet Policy for details.
Yes. Every vehicle is thoroughly cleaned, detailed, and inspected before each rental to ensure it is ready for your trip.
5. Pickup & Return
You can pick up your rental at our physical location, where your selected vehicle will be prepared for you. We also offer delivery to your preferred location, including YVR airport, hotels, residences, or offices. Delivery availability and fees may vary depending on location and scheduling.
A valid driver's license is required at pickup or delivery. Additional identification or verification documents may be requested in certain situations.
A valid driver's license issued by a government authority is required. We accept Canadian, U.S., and most international licenses. International renters may also need to provide an International Driving Permit (IDP) and passport.
Yes. We welcome international visitors and accept most valid foreign driver's licenses. Depending on the country of issuance, you may also be required to present an International Driving Permit (IDP) along with your original driver's license and passport. All documents must be valid for the entire rental period and presented before the rental begins.
Yes. Additional drivers may be added to the rental agreement, provided they meet all rental requirements, including age, driver's license, and identification requirements. All additional drivers must be approved by Pugmarks Rentals and listed on the rental agreement before operating the vehicle.
The minimum age to rent a vehicle is 21 years old. All renters and authorized drivers must present a valid driver's license and meet our eligibility requirements at the time of rental.
Yes. Rental extensions can be requested remotely, subject to vehicle availability. Please contact us before your scheduled return time to arrange an extension.