Returning Your Car
Refuel to the level your agreement requires, return the car on time to the right location, and raise any damage or fines at drop-off. Fuel, damage, late returns, fines and tolls can lead to charges afterwards, and there is a clear route to query them.
Drop-off checklist
- Refuel the car to the level your agreement requires, usually full, and keep the receipt. If you hired an electric car, return it with the required charge.
- Clean and tidy the car, and return all equipment. Ask the branch at pick-up what condition it expects.
- Return it on time to the right location.
- Tell the staff about any damage or fines, so you can review possible charges together and compare the car with the pick-up report.
- Ask how to pay any tolls or fines you know about.
If your return time changes
Call the branch you're returning the car to as soon as you know. Its contact details are on your booking confirmation.
- Late: expect an extra day's charge, and possibly admin or out-of-hours fees.
- Early: rental companies don't usually refund unused days. A change to your booking can also update the price to the current rate if that is higher.
Charges after you return
Some charges only appear after the car has been checked or a fine arrives. These include cleaning, fuel, damage, lost equipment, late or wrong-location returns, extra kilometres, fines and tolls. The rental company should send an invoice explaining any charge to your card. See unexpected additional charges.
When your bond is released
The branch releases or refunds your bond after it inspects the car, if the car comes back without damage and in line with the rental terms. If the rental company keeps some or all of it, unexpected additional charges explains what to do. Release can take a few days or weeks to reach your account, depending on the rental company and your bank. If the bond was a hold, it simply drops off your statement. See security bond.
If something isn't right after your hire
Follow these steps:
- Talk to the branch team, ideally when you return the car.
- If they can't resolve it, put your concerns in writing to the rental company's customer care team. For a charge, use the contact details on the invoice.
- If you're still not happy with the outcome, email DriveNow customer care at customercare@drivenow.com.au. We will ask the rental company to review it again.
See issues, complaints and feedback.
All Returning Your Car guides
Previous stage: During Your Trip. Part of the Car Hire Handbook. Can't find what you need? Search the handbook.