Rental Car Information - Frequently Asked Questions Australia
Car Hire Frequently Asked Questions
General
Damage and Optional Coverage
Europcar Membership and Cards
Online Reservation Service
GENERAL
What types of rental cars and vehicles does Europcar offer?
Europcar's large diverse fleet has a model to suit your requirements. Each region has its own specialised vehicle range.
For business travel or holiday travel, our great passenger cars include economy, intermediate
and full size classes, plus people movers / minivans for those travelling
with a group. For a touring holiday or something special, we offer 4wd / suvs, and sports car hire through to the Audi range of prestige / luxury cars
Europcar Australia also carries a wide range of commercial vehicles including
utes, trucks and vans to help you get the job done. You can view our fleet range here
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How can I access cheap, discount or budget car hire rates?
There are many ways to save money on cheaper car rentals with Europcar. Online bookings offer a discount, as do many of our business clients and major partners. Guests / Members of Virgin Blue and Accor Hotels, Entertainment book, Virgin Money, API Lifestyle and Leisure, Motorpass and Motorcharge all have access to regular special discount car rental offers.
From time to time we promote special offers for retail customers on our homepage and specials menu. We also send car rental specials each quarter to email newsletter subscribers. You can also find savings at our one way car rental specials
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Where can I find the nearest Europcar location?
With over 110 car rental service locations around Australia including major airports, capital cities and many suburbs and regional locations, you're sure to
find a location near you. Please visit our Car Rental Locations page
for information on specific branches.
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Does Europcar offer long-term rentals?
Yes, we offer long term car rental for corporate / business clients and members.
To enquire about long-term rentals in Australia, please email info@europcar.com.au
or speak to one of our Business Direct Consultants on 1300 300 035.
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Do you hire baby capsules as well as vehicles?
Yes we do hire baby capsules. For more Information Click Here.
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Damage liability, age surcharges and equipment such as baby seats can be purchased at the ‘Quote’ stage of your online booking. Additional driver fees can be purchased from your pickup branch.
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What age do I need to be to rent a car or commercial vehicle?
The minimum age for all drivers is 21. Drivers aged 21 to 24 are
restricted to the types of vehicles they can hire, please contact our
Reservation Centre for full details on 1300 13 13 90. All Drivers
under the age of 25 are subject to a daily age surcharge of $13.20
inclusive of GST.
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What is Premium location surcharge?
The Premium Location Surcharge applies to all cars, trucks, vans and utes collected from any
of our Airport Locations. All goods and services purchased or supplied from an Airport incur
an additional Premium Location surcharge. It is applied to the total charges incurred and is separately
itemised on your rental agreement.Please visit our Car Rental Airport Locations page for information on specific branches.
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What are Europcar's Rental Terms and Conditions?
Please Click Here for a copy of Europcar's Rental Terms & Conditions in Australia and New Zealand.
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What is a Master Rental Agreement?
The Master Rental Agreement is specifically designed for Ready to Go clients. In order to become a Ready to Go Client we require a Master Rental Agreement to be completed at our counter to confirm your:
- Licence Details
- Address Details
- Credit Card Details
- Option Preferences
Once this Master Rental Agreement is correctly completed we will update your customer profile. This enrolment means that you do not need to sign any paperwork each time you rent. All you have to do is show your licence to collect your keys and paperwork.
Please note: Any optional coverages accepted on the Master Rental Agreement
will be charged in addition to the quoted Base Price for online bookings.
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What methods of payment do Europcar accept?
Europcar accepts all major Credit Cards including Visa, Mastercard, American Express and Diners Card across our Australian and New Zealand car hire network via all purchase channels.
Online
Only credit card types listed above can be used to purchase online.
Reservations Centre
Credit card types listed above can be used. Payment can also be made via Motorpass or Motorcharge.
Branches
Credit card types listed above can be used. Payment can also be made via Motorpass or Motorcharge, debit cards and cash.
At the time of vehicle collection there must be sufficient funds available on the nominated credit card to cover all applicable rental charges. When collecting the vehicle the credit card holder needs to be present, unless a Letter of Authority has been completed by the credit card holder. For more information on this procedure, please contact our reservation centre on 1300 13 13 90. Europcar does accept debit cards as a form of payment, but not a bond.
Europcar does accept debit cards as a form of payment. Payment via a debit card will require leaving a security bond, which will be refunded at the end of the rental. Please contact our reservation centre on 1300 13 13 90 to find out more.
Europcar Australasia will not accept personal cheques as a means of payment for the rental. We do accept cheques that have an ABN or ACN number printed on them.
For all car rentals being paid with cash or EFT, the renter will need to pay the full amount of the rental, and leave a security bond. The security bond will be refunded at the end of the rental.. The security bond will be refunded via cheque/EFT within 14 days.
Europcar have a cash qualification process, please check at the time of reservation or call 1300 13 13 90. Cash qualification process is not available at airport locations. If pick up is from an airport location, we recommend that you be cash qualified prior to vehicle collection. You can visit your local Europcar location within Australia or New Zealand between Monday and Friday, 9am to 4pm to complete the cash qualification form.
Europcar recommend that if payment is by debit card, cash or EFT, the renter also reduces their loss damage waiver.
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What time frame do I have to wait to receive my Pre Authorisation?
A security bond will be refunded at the end of the rental provided that the vehicle has been returned on time, full of fuel and not damaged. Banks generally take up to 14 working days to release funds used for a security bond.
If a credit card was used for the security bond, the funds will be released by the bank. Europcar do not contact the bank to remove the pre authorisation.
How many free kilometres per day with my rental car or commercial vehicle?
For all of our Corporate Locations the following FREE Kilometres apply to the following Vehicle Classes:
Metropolitan Locations
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How much do additional Time & Kilometres cost?
The cost for additional time & kilometres varies according to location and rental vehicle class, up to a maximum of 35 cents plus fees and taxes per kilometre. The cost applicable to your rental is stipulated in Part A of your Rental Agreement.
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Can I tow using a Europcar Vehicle?
Yes, if a towbar has been fitted by a Europcar representative and the load is within the vehicle's design limits.
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What happens if I return the vehicle late?
If the car or commercial vehicle is returned up to 3 hours late a third of the daily base rate will be charged for each hour overdue. If it is returned greater than 3 hours late
a full days rental is applied.
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Can anyone other then myself drive the car?
Nobody can drive a Europcar Vehicle whose name does not appear on the
Rental Agreement. When collecting the vehicle each driver must be listed and sign
on the Rental Agreement and they must present their drivers licence at
time of collection. Every additional driver is charged an additional driver fee of $3.30 inclusive of GST per day.
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Can I extend the car rental duration?
Extending the car rental duration is possible at time of check out or
during the rental itself. You will need to contact or come in person
to the nearest location. The extension is subject to vehicle
availability and extra payment.
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Can I return the rental vehicle outside the location operating hours?
Yes, you may return your vehicle when the Europcar location is
closed, to an alternative location, but note that this may incur a 'drop fee'.
The vehicle will remain your responsibility until it has been checked by a
Europcar Representative. Please refer to the Rental Terms & Conditions for
more information.
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Do I need to check the condition of the vehicle prior to leaving the keys at the counter?
Yes, and if you found a new apparent defect (not listed on the
vehicle statement remitted at time of pick up) you have to inform
the Europcar employee for joint examination.
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Does Europcar offer one-way car rentals?
If you wish to return the car to a different car rental location to where
you collected it, please
check the rate and feasibility during the reservation process. Europcar
operates a Nationwide car rental network in order to allow flexible traveling,
however in non-participating locations you will be required to pay
a higher price.
We often offer special discounts on specified one way car rentals - check
the special offers page to see if there is an
offer to suit you.
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Do I need to have an International Drivers Licence?
If you will be driving for a period that is longer then three (3)
months and you have an International Drivers Licence it will be
honored by Australian law. If you plan to stay in Australia for
more than three months and intend to drive for that period you are
required to obtain an International Drivers Permit.
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If I lock my keys in the vehicle am I covered by Road Side Assistance?
No, Roadside Assistance does not cover non-mechanical defects such
as, lost keys, keys locked in the vehicle, flat battery due to lights
being left on etc. Costs charged can be obtained by contacting Customer
Service on 1300 720 055.
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Does Europcar charge cancellation Fees?
Europcar reserves the right to charge a cancellation fee, this can vary from
location to location and state to state.
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Can I use another persons Credit Card to pay for my rental?
Yes, but the card holder must visit a Europcar location within Australia and New Zealand to complete a letter of authority (LOA). The LOA can not be used to rent Prestige vehicles.
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What can I do if I do not have a credit card in my name?
Cash and EFT rentals are accepted however there is a cash qualification process, please ask your Reservation Agent at time of reservation.
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Where can I not drive the rental vehicle?
Please refer to Rental Terms & Conditions for information on restrictions.
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To drive a truck, do I need a special drivers licence?
Most of our truck rentals can be
driven with a generic licence. Our staff are at your disposal to give you details
concerning our different truck models.
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If I return my vehicle and am due a refund, when will I receive the money?
The time taken for issuing refunds varies as to the form in which the payment was first given to Europcar.
Credit Card Payments: Any refunds due to a customer where the rental was paid for
by credit card will be processed the next working day after the rental agreement
has been closed.
Cash, Cheque and EFTPOS Payments: Any refunds due on a rental agreement where the
form of payment was one of these will be refunded in cheques form from Head Office
in Melbourne. Please note this can take up to 10 working days.
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What do I do if I haven't received the refund I am due?
Contact the location where you returned the vehicle and they will follow up
any queries you have.
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What is the credit card fee?
The credit card fee is charged on all transactions made via credit card. The % fee varies according to card type used for final payment and is applied as outlined below:
AU Rentals
| Amex | 1.43% GST inclusive |
| Visa | 1.43% GST inclusive |
| Mastercard | 1.43% GST inclusive |
| Diners | 3.3% GST inclusive |
NZ Rentals
1.69% GST inclusive for all credit cards
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DAMAGE AND OPTIONAL COVERAGE
In the event of an accident what am I liable to pay?
When you rent a vehicle from Europcar, Third Party Liability cover for
Bodily Injury is provided in accordance with the legal requirements of
the country of rental.
If you have not paid for one of our protection
packages, in the event of an accident, loss or damage to the vehicle or third
party property a Damage Liability Fee (DLF) will be charged. This fee is charged
regardless of who is at fault or the amount of damage. If the loss or damage is
ultimately less then the DLF, part of the DLF will be refunded.
Any breach of our terms and conditions will result in the renter being financially responsible for all losses to both the Europcar vehicle and any third party damages, above and beyond the D.L.F stated in your contract
The standard Damage Liability Fee (inclusive of GST) is as follows:
- $2,750 for Cars, Minivans / people movers and Trucks
- $5,500 for 4WD / SUV, Luxury and Prestige Vehicles
- Both above are subject to airport fees, taxes and duties.
This liability cost can be reduced by paying a daily fee.
Please visit our page covering Damage and optional coverages for more information.
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What is the difference between Total Protection Package
and Loss Damage Waiver?
The Total Protection Package is the option to reduce your Damage Liability. The
Total Protection Package costs $24 per day and reduces your Damage
Liability fee to only $330.
Loss Damage Waiver (LDW) reduces the Damage Liability Fee in the case of loss or
damage to the Europcar vehicle or third party property (excluding Windscreen,
Headlights and Tyres). On standard passenger vehicles LDW costs $20.80 per rental
day and reduces the Damage Liability to $330, however you are not covered for
damage to Windscreen, Headlights and Tyres.
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EUROPCAR MEMBERSHIPS AND CARDS
What is the Privilege Card? How do I enrol?
The Privilege Card is a card offered to provide additional benefits for Europcar
customers. The card is personal and free of charge. The card carries the Customers
Europcar ID Number as well as their contract number if the customer benefits from
contractual conditions.
It allows the customer to be instantly recognized through out the Europcar network
and benefit from their contractual conditions.
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What is the Ready Service? How can I benefit from it?
The Ready express car rental program is a priority counter service,
specially designed for frequent renters such as Business Travellers.
The Ready Service option is free. The Ready Service has two levels:
Ready Service
Providing the method of payment that will be used for your car rentals, and your rental
preferences ensures your rental agreements are pre-printed when you arrive at the Europcar
counter: you just present your drivers licence, sign and drive away. You will also have access
to discount car rental offers, sent to you via email.
Ready Service with Master Rental Agreement
Europcar enables you to fill in a Master Rental Agreement (MRA) just once providing
the necessary information for your rental, including car rental preferences,
damage liability, and
coverages and means of payment.
When you arrive at the counter you just present your Europcar Ready Card and driving licence
and off you go with your car keys, doing away with all paperwork. You will also have access
to discount car rental offers, sent to you via email.
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What is the difference between the Privilege and Privilege Ready card?
The Privilege Ready card is dedicated to frequent customers who have provided
their means of payment and preferred damage liability and given authority to
Europcar to debit their credit card amount for each rental.
Booking with the ID number printed on this card enables Europcar to prepare
the Rental Agreement prior to the customers arrival. The Privilege Card is
for occasional renters who want to be recognized at the counter and benefit
from their specific rate conditions if applicable.
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Which Europcar locations offer the Ready Service?
Please Click Here to view Participating Ready Locations.
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ONLINE RESERVATION SERVICE
Can I check car hire rates without making a reservation?
You may request a car hire quotation and check availability without making a reservation.
Complete only the first pages of the rates and reservations process stopping at the page
entitled 'Rates' to see your car hire quote. If you wish to make a reservation
at this time and with these details simply continue by pressing the "Book Now" Button.
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How does Europcar 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.
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How will I know my car hire reservation is confirmed?
At the end of the car hire reservation process you will receive a "Reservation
Confirmation" page with the reservation number highlighted. You will also receive
a confirmation email containing the details of your reservation.
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Is it possible to cancel or modify my car hire reservation
once it is confirmed?
Yes it is. Go to the edit page under the Quote and Booking and enter in your Reservation Confirmation Number and Email
Address used to make your booking. This will bring up your existing booking and
will have the option to edit or cancel.
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