Unexpected Additional Charges
Possible Charges
Additional charges can be applied by the vehicle provider when returning the vehicle depending on the conditions of rental and in accordance with the providers terms and conditions. Charge amounts and reasons will be dependent on the rental agreement signed on the collection day and will be listed on the terms and conditions available on the booking page.
Some examples of these additional charges
- returning your vehicle in a dirty condition
- fuel tank not refilled / Electric vehicle not recharged
- damage sustained during travel
- lost vehicle equipment
- late return
- return to the wrong location
- exceeding the kilometre allowance
- fines
The depot staff will generally advise any charges to you during the drop off process, however, on some occasions, additional charges may only be found/charged after the drop off process once the vehicle is checked by the mechanic or if a fine is received.
What To Do
If you know damage was sustained during travel, notice scratches you weren’t sure were there before or know that you have received a fine it's important to speak to the depot staff at the time of return so that you can review any possible charges and compare the damage report filed prior to pick up if necessary. If you received any fines or travelled on toll roads during your hire, you should ask the depot staff their process for paying these yourself.
Why Have I Been Charged After the Drop Off Date?
Whenever your card is charged for a fee after the drop off date, you will receive an accompanying invoice from the vehicle provider detailing the charge. If you believe a mistake has been made, there will be a relevant customer care email or phone number to contact for your vehicle provider. If in doubt, call DriveNow via +61 7 3062 8484 and we can connect you with your vehicle provider.
DriveNow Advice
The best way to avoid any unexpected charges is to return the vehicle as you received it, in a clean and tidy condition with the fuel and gas refilled. We recommend checking with the depot the expectations for vehicle condition and where you can go close to the depot to clean the vehicle before your return.
Before leaving the depot on the pickup day, make sure you check the vehicle for any prior damage and make sure you have it noted on the signed rental agreement before leaving. Keeping the name of the depot staff that assisted you helps with following up anything discussed on the collection day but having the information written on the rental agreement is better.