Frequently Asked Questions - General Car Rental.
Please note that these FAQ's are based for General Car Rental in Australia only.
For 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. The only option is the insurance reduction packages, which sometimes might also be included.
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. 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.
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
How Can I pay for the Hire?
We only accept payment with avalid 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 notaccepted, as card holders must be present at the time of hire.
* Debit Cards payment requires adeposit in the form of the excess. This is held off your card until you returnthe 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
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 forms 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 them selves 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 ourability 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.
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.
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 a small charge may apply.
What is your fuel Policy?
As a general rule your vehicle will be full of fuel when you collect it, however on occasion it may be beyond our control that it is not.. When you return the car, it’s up to you if you want to refuel or not but if you don’t then charges may apply. We have two options that can help;
- You can pre-pay for the full tank you are given and return it empty – Please note there are no refunds for unused fuel. This price is very competitive with current station prices.
- You can return it without the same amount of fuel it went out with and we will charge you a price 30% over and above the current pump price. (Based on a Monthly Figure)
- You can refuel the car yourself. Just be sure to fill it right up immediately before you return it to avoid a further charge.
Do your vehicles have 24 Roadside Assistance?
Yes, all our vehicles are covered with 24 roadside assistance. Depending on what vehicle you have then you need to contact the number on the back of the key fob or bottom of the rental agreement. 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 glovebox 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.
Where Can I drive my vehicle?
You can drive your vehicle on all sealed roads within NSW, Queensland and Victoria. If you are going further afield you must advise our office for permission. you may not drive past Cape Tribulation in Queensland, on any beaches, islands or above the snow line in any state. Unsealed roads, or roads where there is a flood warning are also prohibited. For a more comprehensive guide please check our T&C's.
How Do I pay for Toll Roads?
It is your responsibility to pay for all tolls that you usewhen in a vehicle with us. Some roads do not operate cash booths and you mustcall and pay for the toll on your credit card. If you are using your own tolland it doesn’t go off then you need to call and pay with a credit card. If wereceive 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.