Picking Up Your Campervan

Pick-up checklist

• Every driver's full, valid licence. Bring the physical card. Photocopies aren't accepted. If a licence isn't in English, also bring an accredited translation or an International Driver Permit. See required documents for pick-up.
• A card that meets the rental company's bond requirements. Excess reduction usually lowers the bond but doesn't always remove it. When you book, check which cards are accepted, whose name must be on the card, whether the cardholder must be at pick-up, and that the card has enough available funds. See the security deposit for what to check and what else you may pay at the branch.
• Your booking confirmation, so you can check the items you requested.
• Online check-in done, if your rental company offers it. It reduces paperwork at the branch. See online check-in.
• Enough time. Aim to arrive well before the branch closes, and allow time for paperwork, the vehicle inspection and the demonstration. See suitable times for pick-up.

Getting to the branch

You collect your campervan from the rental company's branch. Rental companies don't deliver vehicles or run airport shuttles. If you're flying in, take a rideshare, taxi or private transfer. You'll find the branch address, phone number and opening hours on your booking confirmation. The busiest time is usually between 9am and 10am, so you may wait longer then. Some rental companies ask you to confirm a pick-up appointment before the day. See suitable times for pick-up and airport pickup.

What happens at the branch

1. Paperwork. Staff check each driver's licence, run through your booking and offer optional items. Read the rental agreement before you sign it. It's your contract with the rental company, and every driver signs it. You can still add excess reduction at this point, but not once you're on the road.
2. Bond and payments. The rental company takes or holds the bond on your card under its rental terms. The amount depends on your vehicle and liability option. You also pay for items listed as payable at pick-up, such as a one-way fee or the extras you requested. Charges at pick-up lists them.
3. Inspection. Compare the vehicle with the Vehicle Condition Report in the rental agreement. Ask staff to record any damage that isn't listed, and take your own photos or videos. If the fuel tank isn't full, make sure that's noted too.
4. Demonstration. Staff show you how the van works, or you watch the rental company's video. Ask them to repeat anything you're unsure of. See vehicle inspection and demonstration.

Occasionally a rental company can't supply the vehicle you booked and offers an upgrade or an alternative instead. If you're not happy with the vehicle offered, call DriveNow on 1300 547 214 or +61 3 9095 7460 while you're still at the branch. See different vehicle than expected.

If you're running late

Call the branch as soon as you know you'll arrive close to or after closing time. If you can't reach the branch, contact DriveNow so we can let the rental company know. Otherwise your booking may be treated as a no-show. After-hours pick-up is only possible if you arranged it when booking, and it's at the rental company's discretion. If you have to collect the vehicle the next day, you pay for your own accommodation that night, and there's no refund for the unused day. See late pickups.

All Picking Up Your Campervan guides

• Before the day: Required documents for pick-up and online check-in
• Timing: Suitable times for pick-up, airport pickup and late pickups
• At the branch: Charges at pick-up, vehicle inspection and demonstration and different vehicle than expected

Part of the Campervan Hire Handbook.