BEFORE RENTAL - Tips on how to speed up the pick up process and other frequently asked questions
DURING RENTAL - Answers to the most common questions that may arise during your rental
AFTER RENTAL - Information about queries relating to your invoice
Before Rental
What do I need to do before collecting my rental vehicle?
At Europcar, we aim to provide the best customer service possible. Customers will be able to pre-register their details up until 48-hours prior to collection. This will enhance and speed up the collection process. By completing this form customers will now be able to have their information entered into their booking prior to collection. This will save time on collection and will greatly enhance the customer experience. This driver profile form is available on the below link, once a reservation is made if you’re able to either add the below link to the client’s confirmation or send them the below link. https://b2b.europcar.com.au/eCustProfile/Home/Ready
What physical documents do I need to present at the Europcar counter when picking up my vehicle?
In Australia, you need to present:
- A valid full driver's licence for the main driver and any additional drivers showing a current residential address in English. If not in English, an International Driver's Permit or official translation must accompany your driver’s licence.
- A valid credit or debit card in the name of the main driver, matching the relevant Driver’s Licence
- A passport if you are not an Australian resident
- If using a debit card, you are required to provide a second form of acceptable identification in addition to your driver’s licence. For example, utility or phone bill (with matching address), bank statement (with matching address), passport or a credit card matching the main driver information.
NB: Payment by debit card is only available on selected vehicle types.
In New Zealand, you will need to present:
- A valid full driver's licence for the main driver and any additional drivers showing a current residential address in English. (If not in English, an International Driver's Permit or official translation must accompany your driver’s licence).
- A valid credit or debit* card in the name of the main driver, matching the relevant Driver’s Licence
- A passport if you are not a New Zealand resident
- If using a debit card you are required to provide a second form of acceptable identification in addition to your driver’s licence. For example, utility or phone bill (with matching address), bank statement (with matching address), passport or a credit card matching the main driver information.
NB Payment by debit card is not available on all vehicle types.
Please familiarise yourself with the Europcar Rental Terms and conditions available at the below websites, you will also receive a copy on collection.
You will need to accept and sign the Europcar Rental Agreement. This will detail your Damage Liability Fee (DLF), any kilometres restrictions, compulsory charges and optional extras you have selected at the counter. The Rental Agreement will also acknowledge any existing damage of the car.
Europcar Australia Rental Terms and Conditions: www.europcar.com.au/terms-and-conditions
Europcar New Zealand Rental Terms and Conditions: www.europcar.co.nz/terms-and-conditions
Do I need to check the condition of my vehicle before leaving the Europcar location?
Prior to leaving the location, we recommend you inspect your vehicle to ensure that the condition of the vehicle is consistent with the information noted in your rental agreement.
If you notice any discrepancies over and above Fair Wear and Tear, you should inform the Europcar staff before you depart the location.
If you have already left the rental location ensure you take photos (including a photo of the vehicle's number plate) and contact Europcar within 60 minutes either on 1300 720 055/NZ number or email myrental@europcar.com.au, using your rental agreement number as the email subject.. More information can be found in the Europcar damage policy: https://www.europcar.com.au/damage-management-policy
Will there be a deposit taken when I pick up my vehicle?
Yes. You will be charged a pre-authorisation fee on your credit or debit card. This means that the funds have been placed on hold as a pending charge in your account, and you may see it has been removed from your available balance. However, nothing will be taken out of your account and no charges will occur until the end of the rental.
Europcar releases the pre-authorisation immediately upon return of the vehicle via an electronic message to your bank. The actual release process can take up to 15 business days however generally it is completed within 3-7 business days depending on your bank. You will not see a refund, instead the pending transaction will disappear from your account
What is the minimum age to rent a vehicle from Europcar?
The minimum age is 21 or 25 years, depending on the vehicle. A young driver surcharge is payable for drivers the age of 25.
Can I book and pay for a vehicle rental and arrange for someone else to pick it up?
No. The name on the booking must be the credit or debit card holder as they will be the main driver of the rental vehicle. Payment by debit card is not available on all vehicle types. The credit or debit card must be presented when picking up the vehicle.
Can anybody else drive the vehicle throughout the rental?
Additional drivers can be added to the rental agreement at the Europcar counter for an additional charge, providing they can present a valid full driver’s licence.
What do I do if my flight is delayed or if am running late to pick up the vehicle?
Contact your travel agent to make any amendments. Alternatively you can contact Europcar Reservations on:
AU: 1300 136 886
NZ: 0800 454 942
Other: +61 3 9330 6100
Will there be a deposit taken when in pick up my vehicle?
Yes. You will be charged a pre-authorisation fee on your credit or debit card. This means that the funds have been placed on hold as a pending charge in your account, and you may see it has been removed from your available balance. However, nothing will be taken out of your account and no charges will occur until the end of the rental.
Europcar releases the pre-authorisation immediately upon return of the vehicle via an electronic message to your bank. The actual release process can take up to 15 business days however generally it is completed within 3-7 business days depending on your bank. You will not see a refund, instead the pending transaction will disappear from your account.
What is the damage liability fee (DLF) amount and what will I be charged in the event of damage or theft during my rental?
The Damage Liability Fee amount is displayed that may be payable in the event of an accident or theft will vary depending on the type of vehicle you have rented. Europcar staff can discuss the Damage Liability Fee corresponding to the vehicle category you wish to rent and the availability of Damage Cover Products to remove or reduce your Liability Fee.
An amount up to the Excess/Damage Liability Fee shown in the Rental Agreement is payable for each accident or theft even if you have credit card, travel or rental vehicle excess insurance.
If Europcar is able to recover the costs of its damage from a liable Third Party or insurer, you will be reimbursed in full or if a full recovery is not possible, on a pro rata basis.
Can I purchase additional cover or protection before I start my rental?
Additional cover to reduce your liability can be purchased at the Europcar counter when you pick up your rental. Three levels of Cover are available:
Basic Cover: This is included in the price you pay for all bookings. If there is damage to the vehicle, theft of the vehicle or third party loss during your rental period, you will be required to pay an amount up to the basic Damage Liability Fee (DLF) amount, even if you have travel or car rental excess insurance. Basic Cover does not cover you for damage to the Vehicle’s windscreen, headlights, wheels or tyres.
Medium Cover: You can reduce the basic Damage Liability Fee (DLF) amount if there is damage, theft of the vehicle or third party loss.
Premium Cover: The highest reduction to the basic Damage Liability Fee (DLF) amount if there is damage, theft of the vehicle or third party loss.
Windscreen, Headlights and Tyres Cover, Snow Cover, Unsealed Road Cover and Roadside Assistance can also be purchased at the start of the rental.
Additional Roadside Assistance Cover
Roadside Assistance Cover can be purchased at an additional cost.
This will provide cover for refuelling the vehicle when you have run out of fuel with up to 6 litres of fuel, unlocking the vehicle when the keys, keyless start or remote control device have been locked in the vehicle, changing a wheel as the result of a flat tyre and starting the Vehicle if the battery is flat.
However, there is no cover for the cost of a replacement key, keyless start or remote control device that has been lost and entitlement to cover is always subject to the Terms and Conditions of Rental.
Can I purchase pre-paid fuel?
Yes. Pre-paid fuel is available for purchase at the Europcar counter. You are able to select the Refundable Full Tank option which allows you to prepay for fuel and return the vehicle without refilling the tank and not be subject to any refuelling fees. You will not be reimbursed for any unused fuel.
If you have purchased this option and return the vehicle with a full tank of fuel, you will not be charged for the fuel.
Do I need to pre-book my child safety seats?
Yes, child safety seats must be pre booked. Whilst every care is taken to ensure the child safety seat is fitted correctly, it is your responsibility to carefully review the installation and the child safety seat to ensure it is safe and secure.