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Campervan Hire

Unexpected Additional Charges

Returning Your Campervan

The rental company may charge your card for things like cleaning, fuel, damage or fines when you return your campervan, and some charges can come after drop-off. Here's how to avoid them and what to do if you think a charge is wrong.

Possible charges

When you return your vehicle, the rental company may process additional charges to your card in line with its terms and conditions. The exact amounts depend on the rental company you've booked with. They're set out in the rental agreement you sign on collection day and in the Australia Terms and Conditions, which are available before you book.

Some examples of these additional charges:

  • returning your vehicle in a dirty condition
  • fuel tank not refilled
  • toilet cassette isn’t empty
  • damage sustained during travel
  • lost vehicle equipment
  • used first aid kit
  • gas bottle not refilled or swapped, unless you bought a prepaid gas option
  • late return
  • return to the wrong location
  • exceeding the kilometre allowance
  • fines

Branch staff will generally point these out to you during drop-off. On some occasions, though, additional charges may only be found and charged after drop-off, once a mechanic has checked the vehicle or if a fine is received.

What to do

If you know the vehicle was damaged during your trip, notice scratches you weren’t sure were there before, or know you've received a fine, speak to the branch staff when you return the vehicle so you can review any possible charges. The branch will have the rental agreement you signed at pick-up, which shows any minor damage already on the vehicle at that time. Staff will also have local knowledge of how to pay or dispute fines you received during your trip.

Why have I been charged after the drop off date?

Whenever your card is charged a fee after the drop-off date, you should receive an invoice from the rental company explaining the charge. If you think a mistake has been made, contact your rental company using its customer care email address or phone number. If in doubt, contact DriveNow on 1300 547 214 or +61 3 9095 7460 and we can point you in the right direction.

Expert Tip

The best way to avoid unexpected charges is to return the vehicle as you received it: clean and tidy, with the fuel refilled. Unless you bought a prepaid gas option, refill or swap the gas bottle too. That sounds easy, but everyone has a different idea of “clean and tidy”. When you collect the vehicle, it can be a good idea to ask the branch staff what needs cleaning most and where near the branch you can give the vehicle a once-over before drop-off. Ask about the nearest fuel stop too. In Hobart, the BP truck stop on Holyman Avenue is on the way to the airport branches. In Brisbane, most branches are around Eagle Farm, near the 24-hour Caltex on Kingsford Smith Drive. In Cairns, several service stations line Sheridan Street between the airport and the city.

If your vehicle has a toilet, we highly recommend booking a campground with a dump station for your last night, so you can empty the cassette before heading to the branch.

Before you leave the branch on pick-up day, check the vehicle for any prior damage and make sure it's noted on the signed rental agreement. Keeping the name of the staff member who helped you makes it easier to follow up anything discussed on collection day, but having the information written on the rental agreement is better.

Next steps

Part of Returning Your Campervan in the Campervan Hire Handbook.

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