Car Hire Customer Assistance Guide

Collecting Your Car

Please refer to voucher for address of location. (At airports, follow the ‘Car Rental’ signs in the Arrivals area to the rental desks). Present your DriveAway voucher, a full valid drivers licence (provisional licences are not accepted), a credit card** for the security bond and in some cases, your passport. The main driver must present a full driver's license and a credit card at time of collection. Electronic cards are not accepted for any rentals, main driver must always present a physical driver's license and credit card at time of collection. If renting a speciality or luxury vehicle, two international credit cards may be required. International Driving Licences are compulsory in many countries; please refer to the International Driving Permits (IDP) page for further details. The car rental company will prepare a Rental Agreement (RA) and your voucher will be credited to the Rental Agreement (RA). Please check your voucher as to what is included. It is likely some additional charges not covered by the voucher will apply. It is important you fully understand any of the charges applied to the Rental Agreement (RA). In many cases the Rental Agreement (RA) will be prepared for you before you arrive. Once you have signed and initialled your acceptance on the Rental Agreement (RA), the charges will be debited from your credit card, and are non-refundable.

Credit Card Security Bond / Deposit

Car rental companies will require a security deposit ‘held’ against your credit card. The credit card must be in the name of the renter shown on our booking and must have sufficient funds to cover the required deposit / excess. Usually CASH and DEBIT CARDS (including Travelex Cards) are not accepted and may result in refusal by the supplier to release the vehicle. Deposit amounts vary and will generally equate to the value of the Excess liability. This may affect the credit available to you on your credit card for several days after the vehicle is returned. In some instances the bond can be paid in cash (check with DriveAway as this will need to be confirmed in advance).

On Airport Service

The supplier has a rental counter in the airport terminal with cars on location. For larger airports, there may be a section dedicated to all rental car companies that will be within a short walking distance. Some airports may provide a shuttle to the rental car area, this is still considered an 'on airport service'.

Off Airport Service

The supplier is located within a short distance of the airport. There will either be a shuttle bus provided for the short trip from the airport to the suppliers location, or clients will have to call once they arrive at the airport and they will be collected. Refer to your documentation for further instructions.

Late Arrival

Our pre-booked rentals will only be held by a supplier for up to one hour past the agreed collection time. Late arrivals after this time will be treated as a no-show and the car will be released.

Late Return

Any rental returned past the agreed return time will be charged an extra day at the local rental rate plus taxes and fees.

Non-Waivable Excess

Rentals include Collision Damage Waiver Insurance (CDW), Third Party Liability and Theft Protection (TP). An Insurance Excess is applicable in the event of any accident or theft to the rental vehicle, regardless of fault. The Excess amount varies between countries and car group. The additional insurance offered by the car rental company is optional. Many travellers have Travel Insurance to cover the Excess applied in the event of an accident or theft. Some insurance companies may not cover the Excess unless you also take out the Excess Reduction Insurance offered by the car rental company. Please check the conditions on your Travel Insurance policy. Note: Lost Keys, damage to glass (incl. side mirrors), tyres, underside and roof of the vehicle are NOT covered by the insurance included in your rental. The depot may offer additional insurances to cover these items.

Excess Reduction Insurance or Super CDW / TP

If you wish to upgrade your vehicle insurance or reduce your obligation for the Excess, you can purchase Super CDW / TP cover directly with the car rental company at an additional cost. When signed for, these are non-refundable. If you are sure you are adequately covered by your Travel Insurance you can DECLINE this additional cover on the Rental Agreement (RA). Please make this clear to the Rental Agent.

PAI / PEB (Personal Accident / Personal Effects & Baggage) Insurance

If you have already taken out Travel Insurance that provides adequate cover, you may DECLINE these items on your Rental Agreement (RA).

Pre-Paid Fuel Option

Most car rental companies provide a full tank of fuel and will charge you for re-fuelling the vehicle if it is not returned with a full tank. By accepting this option you are agreeing to pay a pre-determined price for fuel regardless of whether you return the vehicle with a full, partially full or empty tank. This alleviates the need to search for a petrol station just prior to return, but there is no refund for any fuel remaining in the tank. If accepted, the amount to be charged will be printed on your Rental Agreement (RA).


In the event of an accident or theft, please report it immediately to the car rental company. Refer to your Rental Agreement (RA) for the 24 hour assistance phone number. In all cases obtain registration plates and licence details as well as names and addresses of those involved in the accident. The information should be passed onto the car rental company and a copy kept for your own records. A police report may also be required.

Winter Tyres

For rentals from November to April, winter tyres are mandatory for travel to some European countries. We recommend that winter tyres are fitted between November and April when driving to Germany, Switzerland, Austria and the Northern Italian Alps. Not available with all vehicle types or all suppliers. Refer to the terms & conditions on your voucher, or contact DriveAway for further details.

Child Safety Seats

May be provided but the seat must be fitted by the client. Rental company staff will not fit the seats on behalf of the client for legal reasons.

Non-Collection Fee

For car hire bookings created from 1 June 2020 until 30 April 2021 and cancelled prior to collection, a cancellation fee of AUD44 incl GST applies. In some cases, supplier levied fees and/or travel agent charges may apply.

For car hire bookings created from 1 June 2020 until 30 April 2021 and cancelled after the confirmed collection date or is a 'non-collection', a cancellation fee of AUD110 incl GST plus supplier levied fees (if applicable) will be charged. Credit card fees apply. Supplier non-collection fees vary and in certain cases are 100% non-refundable. Please enquire for further information regarding non-collection fees.

For car hire bookings created from 1 May 2021 and cancelled prior to collection there is NO cancellation fee. In some cases, supplier levied fees and/or travel agent charges may apply.

If a car hire booking is cancelled after the confirmed collection date or is a 'non-collection', the FULL PRICE of the rental will be charged. Credit card fees apply.

Unused Days

Once the rental has commenced, there is no refund for unused rental days if the car is returned earlier than booked. Note: Car rental staff are NOT authorised to amend this contractual condition. We strongly recommend you are covered by adequate Travel Insurance in case of unforeseen circumstances.

Frequent Flyer Points

Unfortunately, Frequent Flyer points do NOT apply on rentals booked through DriveAway. This is a condition applied by the car rental companies to our contracted rates.

Terms & Conditions

For general conditions, cancellations and no-show fees, see the Terms and Conditions section here or the DriveAway brochure. Conditions apply.

Frequently Asked Questions

Q. Where can I drive my vehicle? And, are there any restrictions?


Q. What do I do if I return the vehicle early?
A. This is possible, however no refund of unused rental days is allowed by the car rental companies

Q. What do I do if I wish to extend my hire whilst overseas?
A. Please contact the car rental company for a quote on the cost of the additional rental days. Be sure to ask for the total cost inclusive if insurance and taxes and make a note of the person who has advised the information. In some instances the rental company will suggest you contact your Travel Agent or DriveAway to arrange for a new voucher to cover the extra days. Payment should then be made to DriveAway and a new voucher is issued and faxed overseas to cover the extension or new rental.

All information provided is to be used as a guide only. All information is correct at time of print & subject to change without notice. Last updated: 30 April 2021.