Frequently Asked Questions -
Please note that these FAQ's are based for 1car1 Locations only
For the full Terms and Conditions Relating to your hire click Australia Car Rental
What do your prices include?
Our prices are fully inclusive and the price you see on the front page is inclusive of 2 Drivers, all taxes, associated charges and fees other rental companies may charge you as extra when you arrive at the counter or on page 2 of the internet. The only added costs are the insurance reduction packages, which can be explained to you on arrival for your vehicle.
Do you charge a Premium Location Fee?
No most certainly not. This is a fee that most of our competitors will add on as an excuse for doing business at a certain location. This is called Cost of doing business and our prices don’t hide any extras on the final page such as this.
What don’t they include?
Our quoted prices do not include the cost of reducing the excess down as this can be decided on the day, unless otherwise stated on the rental agreement. Other optional extras include GPS, Baby Seats and a 3rd Driver.
Do your Vehicles include Unlimited Mileage?
On our standard vehicles then yes unlimited mileage is included within the state that you rent from. On all people carriers, Prestige and Commercial vans then there is a 100km day usage. If you go above these amounts then there is a 22cents per km thereafter. If you are travelling intertstate then a 200km a day limit applies on all vehicles. After that normal charges apply.
Where Can I drive?
Please note that depending on what vehicle you have there are limitations on where you can drive. In general please note;
- Driving on unsealed roads is not allowed.
- Driving above the snow line is not allowed.
- Cars are not permitted into WA/ NT or Far North Queensland beyond Cape Tribulation nor in a westerly direction beyond Chillagoe and Georgetown. If unsure please email sales@1car1.com.au or speak to the local branch
How Can I pay for the Hire?
We only accept payment with a valid Credit Card (Visa, MasterCard, Amex**) or Debit Card* in the name of the driver. We do not accept Bank Card (Eftpos), Diners, Cash or Cheque.
Third party payments are not accepted, as card holders must be present at the time of hire.
* Debit Cards payment requires a deposit in the form of the excess. This is held off your card until you return the vehicle. ** Amex incurs 5% surcharge.
If you have no credit card then weare unable to rent a vehicle to you. We cannot accept a credit card from a friend unless they are going to be a named driver, or they have filled out a credit card authorisation form. Please contact us at sales@1car1.com.au for more information.
For Prestige vehicles we may require a bond to be held against the credit card for the rental. If this is necessary we shall advise you of this at the time of booking.
What do I need to show you when renting a car?
Credit/debit card and your booking confirmation number. You’ll also need your driver’s licence and at least one other form of ID (e.g. passport, work ID, Medicare Card, utility bill in your name – like gas or electricity – with the same address on it as on your licence.) Failure to do this may prevent us being able to hire to you.
If I have a complaint or want to contact customer services what do I do?
If you have a problem during you rental, please inform us immediately so that we can endeavour to put things right. 1car1 will not hold themselves responsible for the non-performance of anything that is beyond their control or when they are not notified of a problem at the point when remedial action can be taken. In the unlikely event that a complaint cannot be resolved at the time, you should write to our Customer Services Department within 14 days of the issue arising. You can also email any issues to customerservice@1car1.com.au or call+61 (0)2 9963 7200. If you fail to take any of these steps this will hinder our ability to put any problem right and/or investigate it fully and any right you may have to receive compensation will be reduced or completely invalidated.
Is the make and model of my Car Guaranteed?
Unfortunately we cannot guarantee the make and model of your vehicle. However, the vehicle group you have booked will be guaranteed. On the occasion whereby we are not able to provide the vehicle group you have booked 1car1 reserve the right to upgrade you to the next available standard car category. If you have booked a prestige vehicle then you will be guaranteed a prestige vehicle.
If I book online am I guaranteed a car?
Yes, if you can see a vehicle showing as available online then once you have entered your details you have reserved that vehicle. We do encourange customer to book in advance as often as possible because rates do change hourly depending on availability of vehicles. Some classes are booked out well in advance especially during peak seasons such as school holidays. If you only save your booking as a quote we cannot gurantee your vehicle will be available when you return to confirm it.
How Competitive is your pricing?
In a word - VERY. Our all inclusive pricing makes it very easy to see what you are paying at the counter. We constantly monitor our competitors to ensure we are well placed within the market but it does all come down to availability. Like airline pricing it is dependent on availability and how close to pick up you want to book it. The closer to pick up the more expensive it tends to be. Our best recommendation is if you see a vehicle you like and want to book then lock it in quickly to guarantee your vehicle. Our prices on the internet are the very best. If you call then it may cost you more.
How does 1car1/Compass protect my personal and credit card information online?
The online reservation service is located on a secure server that guarantees the safety of the transaction. The system uses SSL encrypting technology. SSL works by encrypting all communications between your computer and our server so the information cannot be intercepted. For more about our privacy policy Click Here.
When is Payment Made?
Payment is made on arrival with a Valid Credit Card in the name of the Driver, unless previous arrangements have been made. If you have a Debit card, or rent a particular type of vehicle then a deposit is required for the duration of the hire. Please see our terms and conditions for more information.
However when making the booking a credit number is required to secure the booking in the name of the driver renting. During Peak Season including Christmas and Easter deposits will be taken on vehicles to ensure bookings are confirmed. Please contact us for further information.
What is the age limit?
Our general age limit for all vehicles is a minimum age of 25. However, if you are wishing to drive the Smallest Category vehicle then we do have a minimum age of 23. However, there is a Young Drivers Fee Surcharge which is applied to the bill. This is payable on arrival. There is an upper age limit of 80 but if you are above this age and can provide us with a clean bill of health for the preceding 2 years we may be able to rent to you with an increased insurance charge.
Can I have a car out of hours?
If our local branch is shut at the time you wish to rent the vehicle then please contact us. On certain occasions we are able to supply a vehicle outside these hours however, an additional charge will be required on booking. Please contact us on +61 2 9963 7200 or email sales@1car1.com.au
Do you Deliver and Pick Up?
Yes we can offer that service to all our local customers. Depending on the length of your hire then this can be done free of charge. We will come and pick you up and bring you back to our location where all the paperwork will be completed. If you wish to have the vehicle delivered to you then charges may apply. Please contact us for more information.
What is your fuel Policy?
As a general rule your vehicle will have a ¼ tank of fuel when you collect it. However on occasion it may be beyond our control that it is not. When you return the car, please ensure that you return it with the same amount of fuel as when you picked up. If less then we will have to charge you.
Do your vehicles have 24hour Roadside Assistance?
Yes, all our vehicles are covered with 24hour roadside assistance. Depending on what vehicle you have then you need to contact the number on the rental envelope you were given at the beginning of the hire.. This will cover you all mechanical problems you have with the vehicle. However, if you wish to cover it for everything from lost keys to punctured tyres and running out of fuel, you can pre-pay for our comprehensive protection package. Ask for more information when renting your vehicle.
What happens if I have a flat Tyre, the battery is flat or the keys are locked in the car?
If this happens and you are unable to deal with the problem yourself and call our roadside assistance number then that fee will be passed onto yourself.
What happens if I have an accident?
All accidents must be reported to us within 4 hours of them taking place. Failure to do so may result in you being charged for all the damage to the vehicle. Make sure that you do the following
Make sure that you get all the details of any third parties, witnesses and police that attend at the scene. Please don’t admit liability.
If your rental isn’t drivable and it requires a tow make sure you get the name and phone number of the tow truck company and (if possible) the registration number of the tow truck.
Fill in the accident report form in the glove box and fax it back to us so we can advise you of the next step.
Please note in all instances we deduct the excess after the accident. If you are later found to be not at fault we will refund your credit card.
Can I reduce my liability in the event of an accident?
Yes, you can and this can be decided upon at the time of rental. We have 3 different levels of cover from our Basic Bronze Package right the way through to our Platinum Cover, giving you a $0 excess and complete piece of mind. NB Platinum cover is not available on prestige and commercial vehicles, nor for under 25 years of age. This significantly reduces the excess to a manageable level and provides you with great piece of mind.
How Do I pay for Toll Roads?
It is your responsibility to pay for all tolls that you use when in a vehicle with us. Some roads do not operate cash booths and you must call and pay for the toll on your credit card. If you are using your own toll and it doesn’t go off then you need to call and pay with a credit card. If we receive a toll notice in our office then regrettably we have to charge you a $25 administration fee.
What happens if I am caught speeding or parking where I shouldn’t?
If we receive a fine on your behalf we complete a statutory declaration and the fine is sent on to you at the address provided. We charge a $60 admin fee for this service and this is charged directly to your credit card. It is your responsibility to pay the fine direct to the issuing authority.