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FAQ

RENTAL REQUIREMENTS 

  • The primary renter must be at least 21 years of age and hold a valid class 5 driver’s license. 
  •  We will consider renters under 21 with a valid class 5 driver’s license. Contact customer service at admin@kkrystalcar.ca  
  • There is a minimum $30 surcharge applicable to young drivers under 25 years.  
  • The renter must provide a valid credit card for payment and a security deposit.  

 MAKING A RESERVATION  

  • We recommend completing your reservation online for best experience. If you encounter any issues or have questions about the booking process, please contact us at admin@krystalcar.ca or call 867-447-4004. 
  • Please note that our staff are available on call only. Do not visit our office without calling ahead of time. Thank you for your cooperation.

VEHICLE MODEL 

  • We are unable to guarantee a particular make, model or fuel type of car. The car shown on your booking is for guidance only and may be substituted for an alternative, similar or upgraded car (at no extra cost).  
  • If at the time of pickup, it becomes impossible to provide your booked car as shown on your rental booking due to breakdown or an accident, a similar or upgraded car will be provided if available otherwise the booking will be cancelled. 

RESERVATION MODIFICATION 

  • If you need to modify your booking such as changing the rental dates/time, pick-up or drop-off location, or car class, contact us at admin@krystalcar.ca  
  • Please note that any booking modifications is subject to availability and may result in additional fees and charges 

RENTAL PERIOD 

  • The rental period begins and ends on the dates and times specified in the rental agreement. 
  • Late returns will result in additional fees.  
  • Early returns may result in no refund unless the renter notifies Krystal Car Rental in advance. 

PRICING AND AVAILABILITY DISCLAIMER 

  • Please note that rental rates are subject to change at any time without notice, including rates for optional equipment and accessories. All such items are subject to availability at the time of rental. 

REQUIRED DOCUMENTS FOR VEHICLE PICK-UP 

When picking up your rental car, the renter will need to provide the following documents (all in the name of the primary driver and secondary driver(s) as necessary) 

  • A valid government issued picture Identification such as passport or identification card 
  • A Valid driver’s license 
  • A valid Credit card 
  • Proof of Insurance coverage 

WE ACCEPT THE FOLLOWING CREDIT CARDS 

  • Visa  
  • MasterCard 
  • American Express 

PAYMENT METHODS, WE DO NOT ACCEPTED 

  • Debit cards 
  • Cash 
  • Prepaid cards

PRIMARY DRIVER CREDIT CARD PREAUTHORIZATION 

  • At time of pick up you will be required to leave a deposit to cover the value of the insurance excess.  
  • Usually, it takes the form of an amount (minimum: (excess+fuel+gst) being blocked on a valid credit card in the name of the primary driver. 
  • Cash deposits, maestro, switch visa electron and debit cards are not accepted. 
  •  We do not accept prepaid, reloadable or virtual credit cards as well as cards not having embossed (raised) characters on the front 

ADDITIONAL DRIVERS 

  • Additional drivers must be at least 21 years of age and hold a valid driver’s license. There is a $10/day charge for each additional driver. 
  • Additional drivers must be listed on the rental agreement and may be subject to additional fees. 

DRIVER IDENTIFICATION REQUIREMENTS BY NATIONALITY 

  • EU Citizens: Must present a valid driver’s license along with either a passport or national identity card. All documents must have been issued at least 6 months prior to the rental pick-up date. 
  • Non-EU Citizens: Must present a valid driver’s license and an International Driving Permit (IDP) or a certified translation of their license issued by their embassy or consulate, along with a passport or national identity card. All documents must have been issued at least 12 months prior to the rental pick-up date. 
  • U.S. and Canadian Citizens: Must present a valid driver’s license along with either a passport or government-issued identity card to rent a vehicle in Canada. 

OTHER FOREIGN NATIONALS 

Foreign nationals whose driver’s licenses are issued in a language other than English or French must present an International Driving Permit (IDP) or an official certified translation of their license at the time of pick-up. The translation must be issued or endorsed by the appropriate consulate or embassy. Failure to provide a valid translation or IDP may result in denial of rental. 

AIRPORT PICKUPS AND DROP-OFFS  

  • We provide round the clock (24/7) airport pickup and drop off at the Yellowknife Airport. 
  • An after-hour fee of $40 CAD will apply for Airport pickups and drop-offs between 7:00 PM (MST) and 8:00 AM (MST).  
  • To ensure a smooth and hassle-free experience, customers must provide valid payment information in advance of pickup. Please contact us after you make your booking to provide payment details.  

DROPPING-OFF VEHICLE AT THE AIRPORT    

  • When you get into the Yellowknife Airport parking lot, kindly park vehicle in any available parking spot and leave the car key and parking ticket in the glove compartment. Text 867-447-4004 to inform us when you drop vehicle off. 
  • IMPOTRTANT: Do not lose your parking ticket or forget to leave it in the glove compartment. There is a $250 CAD penalty charged by the Airport for lost tickets and this charge will be transferred to the card on file without notice. 

VEHICLE DRIVEN OUT OF YELLOWKNIFE POLICY 

  • Krystal Car Rental vehicles cannot be driven out of Yellowknife or Ingraham Trail to other Communities, Territories or Provinces without written authorization from the rental company. Please inform us if you plan to take the vehicle outside of Yellowknife and Ingraham Trail. 
  • An additional out of Yellowknife surcharge applies for vehicles driven outside of Yellowknife.  

RESERVATION CHANGES & CANCELLATION 

  • If the Renter wishes to make changes or cancel a booking, it is the Renter’s responsibility to initiate the change or cancellation process and to do so in advance of pickup.  
  • Please contact us at least 48 hours before picking up for any changes and cancellation. 
  • Cancellations done less than 48 hours will result in a minimum of one day charge.  

NOTE: Flight delays or cancellations are out of our control. It is up to the renter to notify us of any such delays or cancellations. Our cancellation policy will apply.  

ON-CALL OFFICE HOURS ONLY   

  • Due to staffing challenges, we are only available on call. Please ensure to call our office at +1 (867) 447-4004 before heading to any of our locations.  

COLLISION, REPAIRS AND MAINTENANCE 

  • The renter must notify Krystal Car Rental of any mechanical problems or accidents during the rental period. 
  • The renter must not attempt to repair the vehicle without notifying Krystal Car Rental. 
  • The renter is responsible for damage to the vehicle during the rental period.  
  • Damages will be charged directly to the card on file without further notification.  

CLIENT LIABILITY 

  • Any costs incurred due to damages, loss of use, tolls, insurance deductibles, devaluation, towing, impound fees, traffic violations, or other charges incurred during the rental period or before the vehicle is returned will be charged to the credit card on file without further notice. 

PROOF OF INSURANCE COVERAGE 

  • Proof of insurance is required during vehicle reservation and pickup. You cannot reserve or pick up vehicles without proof of insurance.  
  • Acceptable forms of coverage may include an eligible credit card with rental insurance protection or a personal auto insurance that includes rental vehicle protection. 
  • Any insurance policy obtained through RentalCover is solely managed by them.  
  • All inquiries or claims related to your insurance policy must be directed to RentalCover. 

DOES MY CREDIT CARD PROVIDE RENTAL CAR INSURANCE?  

  • Coverage varies depending on your bank and credit policy. If you intend to use your credit card’s insurance for your rental, we strongly recommend contacting your card issuer beforehand to confirm the specific coverage details and limitations. Some credit cards provide protection for damage, theft, accidents, and medical incidents, but this often comes with restrictions. To be eligible, you must use the credit card to both book and pay for the rental vehicle. 

PROHIBITED AREAS FOR RENTAL VEHICLES 

  • Krystal Rental vehicles are not permitted on non-government-classified roads, or unauthorized government roads that include ice and winter roads. Before traveling, please conduct due diligence to understand the area you are visiting and ensure compliance with our rental policies. Failure to adhere to these restrictions may result in penalties or voided insurance coverage. 

LATE RETURNS AND UNAUTHORIZED EXTENSIONS 

  • Any additional days beyond the original booking will incur a surcharge. Unauthorized extensions or delays in returning the rental vehicle beyond the agreed rental period will be considered unlawful possession and may be reported to the police as vehicle theft. 

RIGHT TO REFUSE SERVICE 

  • Krystal Car Rental reserves the right to refuse service to any renter who fails to arrive at the reserved date and time with all required documentation and a valid credit card in the principal driver’s name with sufficient available funds as security deposit.  
  • Service may be denied if the renter is under the influence of alcohol or drugs, or if they display hostility, inappropriate language, or unacceptable behavior toward staff 

MILEAGE POLICY 

We offer the following mileage allowance for our rental vehicles: 

  • 50 kilometers per day 
  • $0.40 cents per kilometer charge beyond the daily allowable limit 

Our mileage policy outlines the number of kilometers you can drive without incurring additional charges. Please review our full Terms & Conditions carefully, as they contain important details regarding your rental agreement. 

FUEL POLICY  

  • Vehicles must be returned with the same fuel level as at the time of rental. 
  • If the vehicle is returned with less fuel, the renter will be charged for both the cost of the missing fuel and a refueling service fee, as determined by Krystal. 

WINTER DRIVING INSTRUCTIONS 

  • During the winter months, a winter driving instruction sheet is provided in the glove compartment of each vehicle. This guide offers important information on how to safely operate the vehicle in winter conditions. Renters are encouraged to review it before driving. 

NO-SHOW 

No refund will be issued in the event of a No-Show that is considered as: 

  • Failure to collect a car without prior cancellation. 
  • Failure to collect a car at the date and time provided in your Booking Confirmation. 
  • Failure to bring all necessary documentation (valid driving license/s, Passport, insurance etc – information is provided in the rental conditions). 
  • Failure to bring a credit card under the main driver’s name stated on the booking with enough available funds for the car’s security deposit being blocked upon arrival. 
  • Renter being blacklisted on the Supplier’s system. 

ADDITIONAL EQUIPMENT AND SERVICES 

  • Additional equipment (such as child seats or GPS navigation systems) requested at the time of booking or added locally, as well as extra services (including additional drivers, after-hours fees, and one-way rentals), are subject to availability and may incur additional charges. 

PET POLICY 

  • Pets are not permitted in rental vehicles, except under the following exceptional or legally mandated circumstances: 
  • When the pet is a certified service animal accompanying an individual with a disability, in accordance with applicable laws; or 
  • When the pet is transported as part of law enforcement duties. 
  • In all permitted cases, animals must be secured in appropriate carriers or restrained to ensure safety and cleanliness. 
  • Failure to comply with this policy may result in additional cleaning fees and penalties starting at $1,000, depending on the condition of the vehicle upon return.