Rental Car Information - Frequently Asked Questions Australia
Car Hire Frequently Asked Questions
General
Methods of payment
Equipment, optional extras and surcharges
Damage and Optional Coverage
Restrictions
Road Rules
Online Reservation Service
Europcar Membership and Cards
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 and partner specials 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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What refuelling options does Europcar provide?
Your vehicle is provided with a full tank of fuel. We provide you with 3 options to replace the fuel you use on your rental.
- Prepaid fuel - As explained in part A of your Rental Agreement.
- Refuelling Service – to save you time and inconvenience when returning your car, we offer a refuelling service. This service allows you to return your vehicle with less than a full tank of fuel. The price to refuel the vehicle includes a service charge per litre which is quoted on Part A or your Rental Agreement. Note. Airport fees apply for airport rentals.
- Return the vehicle full however it must be refuelled within close proximity to the Europcar location and immediately prior to returning. You must also pay for any fuel used for the delivery and collection service. Please refer to Terms and Conditions.
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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.
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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 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?
Free kilometres allocated to each rental vary according to many factors, including location, fleet class and contracted rate conditions.
The allocation that applies to your rental will be advised at the ‘quote summary’ stage of your online transaction, or will be advised by your reservations agent
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What happens if I return the vehicle late?
We allow a grace period of 30 minutes for the return of the Vehicle but if it is returned to us more than 30 minutes after the time set for its return in the Rental Agreement you will be charged one full day’s extra rental. Standard daily rates will apply if the Vehicle is returned to us more than 24 hours after the time set for its return in the Rental Agreement unless the Rental Contract has been extended by us. You will also be liable for any repossession charges, damage or any costs we incur.
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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 must notify us at least 2 hours prior to the
expiration of the rental period. 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. If you return the vehicle to a rental station other
than that shown in the rental agreement, or when the rental station is
closed, or any place other than a Europcar rental station:
A one way fee may apply.
You will be deemed to have returned the vehicle only after the final
inspection of it has been conducted by us.
The rental charges will continue and you will be responsible for
damage until that final inspection.
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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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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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 and Cheque 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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Does Europcar offer passes for road tolls?
Europcar is only authorised to sell CityLink passes for Melbourne
For information on how to purchase passes from other toll providers, please Click here
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METHODS OF PAYMENTS
Can I use another persons Credit Card to pay for my rental?
No, you must have a valid credit card in your name to rent with us.
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What can I do if I do not have a credit card in my name?
Payment by debit card, cash or company cheque is acceptable in limited circumstances and payment by any of these means requires a bond to be paid to us at the start of rental.
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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. Payment by debit card, cash or company cheque is acceptable in limited circumstances and payment by any of these means requires a cash bond to be paid to us at the start of rental. Personal and travellers' cheques are never acceptable. You should check with the rental station that your proposed means of payment is acceptable to us before signing the rental contract.
As of 1st July 2010 EFT Cards and Letters of Authority are no longer accepted methods.
Debit cards can only be accepted on passenger vehicles, with the exception for our minivan (PVAR and IVAR) categories.
Online
Only credit card and debit card types listed above can be used to purchase online.
Reservations Centre
Credit card and debit card types listed above can be used. Payment can also be made via Motorpass or Motorcharge.
Branches
Credit card and debit card types listed above can be used. Payment can also be made via Motorpass or Motorcharge, debit cards and cash.
At the start of rental there must be sufficient funds available on the nominated credit / debit card to cover the rental charges and any relevant bond applicable. When collecting the vehicle the credit / debit card holder needs to be present. For more information on this procedure, please contact our reservation centre on 1300 13 13 90. Payment by debit card, cash or company cheque is acceptable in limited circumstances and payment by any of these means requires a bond to be paid to us at the start of 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, 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 or cash, the renter also reduces their loss damage waiver.
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Does Europcar Australia accept Europcar charge cards?
Yes, we accept Europcar charge cards, but to use these cards for bookings online, please visit www.europcar.com
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EQUIPMENT, OPTIONAL EXTRAS AND SURCHARGES
Do you hire baby capsules as well as vehicles?
Yes we do hire baby capsules. For more Information Click Here.
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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.
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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. Also a 'no show' fee may apply if you fail to notify us of your intended cancellation prior to the date and time of the commencement of your reservation.
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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. The cost applicable to your rental is stipulated in Part A of your Rental Agreement.
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What is Premium location surcharge?
Premium location surcharge means the extra amount payable to us when a vehicle is hired from a premium location. The amount is shown in the rental agreement and is adjusted if a DLF is payable.
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Does Europcar supply street directories?
Yes, you can hire a street directory at the time of booking. It will appear as an option at the 'quote summary' stage of your transaction.
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DAMAGE AND OPTIONAL COVERAGE
In the event of an accident what am I liable to pay?
When hiring a vehicle in Australia and New Zealand the Renter is liable for
damage to the vehicle and third party property.
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 for each separate
event. 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.
If you or any driver whether authorised by us or not breach the Rental
Contract neither the DLF nor Other Cover products provide cover and you and
any driver are each liable for:
- Damage
- Storage, repossession and recovery fees
- Assessing fees
- Roadside assistance
- Administrative and legal costs of recovery
- Loss of use
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.
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).
For more information on coverages, click here
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RESTRICTIONS
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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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.
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Do I need to have an International Drivers Licence to drive my rental car?
If you hold a full, current, unrestricted driving license for the rental period
and which is written in English or an International license translated into
English. 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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Where can I not drive the rental vehicle?
Please refer to Rental Terms & Conditions for information on restrictions.
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To hire and 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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ROAD RULES
What are the road rules in different states of Australia?
You can view Austrlian road rules at this page
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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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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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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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