Managing Your Booking
Read your confirmation, pay the balance, request changes or cancel. Most of these tasks start in the DriveNow Order Manager.
Your booking confirmation is the key document between booking and pick-up. Most changes and cancellations start in the DriveNow Order Manager, where you enter your DriveNow booking reference number. You'll find it in the subject line of your confirmation email.
Check your confirmation
As soon as it arrives, check the dates, pick-up and drop-off depots, vehicle category and requested extras against your plans. Your confirmation also shows:
- your DriveNow reference number and the rental company's confirmation code
- what you've paid, the balance and its due date, and items payable at pick-up
- your accident liability, the security deposit (bond) and whether the bond is debited or only authorised
- the included and excluded charges, and the cancellation fees that apply to your booking
Understanding your booking confirmation explains each section.
Pay the balance
If you paid a deposit, use the secure payment link on your confirmation to pay the remaining amount by the due date. You can also pay the balance by bank transfer. If a payment is declined, contact your bank. Your card may have a daily limit or a block on international transactions. Items marked "Payable at pick up" are paid to the rental company at the branch. See making payment.
Request a change
In the Order Manager, select Modify booking and give the full details of the change, such as new dates, times, locations or vehicle. Response times vary between rental companies, so allow 24 to 48 hours. If the change alters the vehicle rental cost, you'll need to confirm it by replying to our email. See making changes.
Cancel a booking
Submit your cancellation through the Order Manager or by email. DriveNow doesn't charge cancellation fees, but rental companies do. The fees usually rise as pick-up gets closer. The table in your confirmation shows the fees for your booking. If you're cancelling because of an emergency, follow the same process, send us any supporting documents and contact your travel insurer. Cancellation and refunds explains the process.
If you've made a booking by mistake or with the wrong details, call us straight away on 1300 547 214 or +61 3 9095 7460. For anything else, contact our team with your DriveNow booking reference number.
All Managing Your Booking guides
Next: Picking Up Your Campervan.
Part of the Campervan Hire Handbook.