Understanding Your Booking Confirmation
What each section of your campervan booking confirmation shows, from your reference numbers and vehicle details to payments, liability, inclusions and cancellation fees.
Your booking confirmation lists two references: a DriveNow reference number and a confirmation code. Your DriveNow reference number is in the subject line of your confirmation email as #XXXXXX. The confirmation code at the top of the email comes from the rental company and is a reference for your allocated vehicle.
Vehicle details
This section lists the vehicle category you booked and the transmission of the vehicles in that category. It also briefly describes the bed sizes, cooking equipment and entertainment.
Customer details
This section shows your name, contact details, driver’s licence and arrival details.
Pick-up & drop-off details
This section shows the location, date and requested times for your reservation. It also lists depot details such as the address, contact details, opening hours and directions.
Payment details
This section breaks down the cost of your rental:
- The amount you've paid to DriveNow.
- The remaining amount payable by the due date, with the secure payment link to pay the balance of your reservation.
- Extras not prepaid to DriveNow, which are payable at pick-up.
Vehicle accident liability & security deposit
This section shows the details of the liability reduction option you selected. Its table shows the accident liability, the security deposit required and the daily rate for this option. The amounts are for your vehicle and the option you chose, under the rental company's terms.
The accident liability is the most you, as the hirer, can be charged for each accident under that option, unless an exclusion in the rental terms applies. The rental terms set what it covers, which commonly includes damage to the rental vehicle and to third-party property.
The accident liability and the security deposit are separate amounts, and they aren't always the same. The deposit is what the rental company takes or holds on your card at pick-up. It doesn't limit what you can be charged: you're still responsible up to your accident liability, or more if an exclusion applies.
See insurance and excess reduction for more on liability reduction options and when you are fully responsible.
The security deposit (bond) shown here is due at pick-up. The rental company handles it under its own rental terms, separately from your payments to DriveNow. It's listed as either an “Authorization” or a “Debit”:
- Debit: the deposit amount is charged to your card at pick-up. It's refunded after you return the vehicle, if you've met the conditions in the rental terms.
- Authorization: the deposit amount is held on your card as a pre-authorisation. It isn't charged unless there's a cost to recover, but it reduces your available credit or funds until it's released after you return the vehicle.
The rental company decides which cards it accepts for the deposit and whose name must be on the card. Check these details in the rental terms before pick-up, using the card and bond checklist. Charges at pick-up explains how the deposit is refunded or released.
Inclusions
This section lists all the included charges in your reservation. It also has the liability table, which shows the different liability options available. The option you've selected is shaded in grey.
The optional extras you've requested also appear here. They may be prepaid or payable at pick-up, as shown in the payment details section.
Example of how an extra appears:
Additional Driver (requested 1) $4.00 per day Additional driver (s) can be added for an additional fee of $4 per day, per driver. All drivers must sign the Rental Agreement to be covered by insurance. ($4.00 hire)
Exclusions
This section lists all the excluded charges for your reservation. The optional extras are listed here with their costs. If you'd like to add one to your reservation, contact DriveNow.
Amendment fees charged by the rental company are also listed here.
Cancellation fees
This section has a table of your rental company's cancellation fees.
The "Period" column shows when the reservation is cancelled. The "Charge Liability" column shows the fee if you cancel in that period. These are the fees that apply to your booking. For how to cancel and what to do in an emergency, see cancellation and refunds.
Any questions?
If you have any questions, or you'd like the inclusions or exclusions on your booking confirmation clarified, the DriveNow Team can help.
Next steps
- Understanding pricing: what inclusions and exclusions usually cover
- Required documents for pick-up: getting ready for collection
Part of Managing Your Booking in the Campervan Hire Handbook.