Rental Terms and Conditions
1. DEFINITIONS
The following definitions apply for these Terms & Conditions for Australian Auto Network Pty Ltd. Australian Auto Network Pty Ltd is herein referred to as Travel Wheels. The Travel Agent is herein referred to as The Agent. The Client (Renter) is herein referred to as The Hirer.
2. TOLL ROADS, PARKING & TRAFFIC TICKETS
Australia has a number of CASHLESS TOLL ROADS, and if you drive on one of them it is YOUR RESPONSIBILITY to pay the toll. The Hirer
must either register your rental vehicle online or phone the TOLL COMPANY DIRECTLY WITHIN 48 HOURS OF USING THE TOLL ROAD! Please remember
that all charges incurred by Travel Wheels in respect of parking, speeding or any other traffic violations (such as non payment of toll roads)
during the period of the rental are the responsibility of the Hirer. Each fine will then be forwarded to the address as provided on the
rental agreement and an additional $75.00 administration fee (per fine) will be charged to the Hirer's credit card to cover the administration
costs of having to prove to the Australian Government that Travel Wheels was not driving the vehicle at the time of the infringement.
Signature of Hirer ........................................................
3. CLEANING FEE ON RETURN OF VEHICLE
The vehicle will be delivered in a clean condition to the Hirer. You will be charged a cleaning fee of $200.00 for a campervan & $100.00
for a car should the vehicle not be returned to Travel Wheels in the same clean condition. We suggest before returning the vehicle you remove
all your rubbish, clean out any mud, grass and or sand from the floor of the vehicle. All optional camping equipment (if supplied with the vehicle)
must be returned in a clean state and will be free of dirt, dust and sand.
NO SMOKING IN OR AROUND THE VEHICLE - unfortunately if Travel Wheels staff or acting Agents detect smoking, then there will be an additional charge
for $150 on top of the 'cleaning fee'. This will be used to cover the extra cleaning time needed to remove the odour from the vehicle for the next
customer.
Signature of Hirer ........................................................
4. TYRE & GLASS DAMAGE
Any damage to the vehicles tyres or glass will be the responsibility of the Hirer and this will be deducted from the security bond. The average
price for a tyre in Australia is $125.00, and for a windscreen is $300.00. Therefore we suggest taking care of the vehicle's tyres, windows, and please
adjust your driving accordingly to the conditions on the roads. If the Hirer purchases the additional "NO WORRIES INSURANCE" option, then the Hirer is
not liable for window (HiTop roof windows not covered) and tyre damage on sealed roads only.
Signature of Hirer ........................................................
5. ROOF & UNDERBODY DAMAGE
REGARDLESS OF WHICH INSURANCE RISK REDUCTION OPTION THE HIRER HAS SELECTED, ALL POLICIES EXCLUDE ROOF, HiTOP ROOF WINDOWS & UNDERBODY DAMAGE.
Please be aware of the height and the width of your vehicle. Campervans/cars for hire from Travel Wheels are all two wheel drive vehicles.
Therefore the Hirer is not allowed to travel on unsealed roads such as, dirt, gravel, fire trails, beaches, sand tracks, off roading or 4x4 trails.
Travelling on these roads voids all damage protection cover
HiTOP CAMPERVAN ROOF WINDOW DAMAGE
If the Hirer damages any of the roof windows on a campervan, then unfortunately there is an additional charge of $600 per roof window.
Signature of Hirer ........................................................
6. NIGHT DRIVING
If you choose to drive outside any city limits between 4pm (1600 hours) and 7am (0700 hours) and hit an animal, i.e. a kangaroo, then unfortunately
there is an additional charge to cover towing the vehicle back to base. The Hirer will be liable for the first $2000 worth of towing costs to recover
the vehicle. If the Hirer hits an animal during day time hours, then the 'Standard $500 Excess' will apply. If the Hirer purchases the additional
"No Worries Insurance" policy, then the Hirer will still be liable for first $1000 worth of towing costs at night time. Note: Hirer must supply a
Police Accident Report with the time and location of the accident and report it immediately to Travel Wheels.
Signature of Hirer ........................................................
7. ROAD RESTRICTIONS
Campervans/Cars for hire from Travel Wheels are all two wheel drive vehicles. Therefore they are not allowed to travel on unsealed roads such as,
dirt, gravel, fire trails, beaches, sand tracks, off roading or 4x4 trails. Travelling on these roads voids all damage protection cover and the
Hirer will be liable for all damage caused by travelling on these roads. The only exception to this rule is reasonable and careful use of an access
road less than 3 kilometres to a recognised commercial campsite, beach or official car park in a National Park. However if the Hirer does damage
the vehicle on an access road, then they are fully liable for all damages and towing costs to recover the vehicle back to the nearest Travel Wheels Depot.
If the Hirer takes the vehicle on a ferry to any Australian island, then the Hirers are fully responsible for all towing costs back to the nearest
Travel Wheels Depot if they have a problem with the campervan regardless who is at fault.
Signature of Hirer ........................................................
8. DEPOT HOURS
Monday to Friday: 9:00am to 3:30pm, Saturday: 9:00am to 12noon (Melbourne closed on Saturdays) and Sundays strictly by appointment only. All branches will be closed on Christmas Day, New Years Day and Good Friday.
9. VEHICLE CHECK IN TIME
Vehicle pick-up and drop-off must be between 9:00am and 3:30pm weekdays or between 8:00am and 11:00am Saturdays (Melbourne not open on Saturdays). Sunday vehicle pick-up and drop-off is by appointment only. On Saturdays, please arrive at least an hour prior to the depot closing time (closing time is 12:00pm). Vehicles returned late will be charged a full day rental penalty unless prior arrangement has been made. After hours pick-up and drop-off may only be made by prior arrangement at a cost of $150.00, payable on pick-up or drop-off.
10. HELPLINE
Travel Wheels Head Office offers a 7-day-a-week Australia-wide help and information service. Please call TOLL FREE on 1800 289 222 for on-road service. Any problems associated with the vehicle, including equipment failure, must be reported to Travel Wheels as soon as possible and within 24 hours in order to give Travel Wheels the opportunity to rectify the problem during the rental period. Failure to do so will compromise any claims for compensation. We do not accept liability for any claims submitted after this period.
11. MINIMUM DAY RENTALS BETWEEN DEPOTS
Minimum rental is normally five days in the low season and fourteen days during the peak season. All other one way rentals between depots are for a minimum of 10 days, unless it is a special relocation deal which can be for a shorter period to help relocation vehicles between Travel Wheels depots across Australia.
12. ONE WAY RENTALS
If you would like to drop off the vehicle in a different city from the original pickup location, then there is an additional charge known as the ONE WAY FEE to pay on top of the vehicle hire costs. Here is a list of the charges for one way rentals:
$200 One-Way fee = Sydney to Brisbane/Melbourne, Brisbane to Cairns/Sydney, Melbourne to Adelaide/Sydney
$300 One-Way fee = Sydney to Cairns/Adelaide, Melbourne to Cairns/Brisbane, Brisbane to Adelaide/Melbourne
$400 One-Way fee = Sydney to Perth/Darwin or any rental starting in, Perth or Darwin to any location in Australia.
13. RENTAL TIME EXTENSIONS
Rental time extensions or drop-off location changes are at the discretion of the Management and rely entirely on future demand and availability. Any request for an extension MUST be communicated as soon as practicable and possible and must be approved with Head Office on 1800 289 222. Unauthorised drop-off to a depot other than that contracted for (as stated on the rental agreement) will result in a fee being charged to the renter of $500.00 in addition to the daily rate.
14. EARLY DROP-OFF
There will be no refund for early termination of a rental or Hire Agreement. If a vehicle is left at any place other than our depots, pick-up fees will be charged at $75.00 per hour for the retrieval of the vehicle. There is no refund available for the unused portion of the rental should the vehicle be returned earlier than contractually agreed on the rental agreement signed by the renter.
15. CANCELLATIONS
Cancellation fees apply as follows: If cancelled more than 30 days prior to pick-up date: $200 (Deposits up to $200 are non-refundable). If cancelled within 8 to 29 days of pick-up: 50% of the full rental fee. If cancelled within 1 to 7 days prior to pick-up: 75% of full rental charge. If cancelled on the day of pick-up or no show, NO REFUNDS. No commission will be paid on cancellation fees.
16. VEHICLE SUBSTITUTIONS
Travel Wheels reserves the right to upgrade to a higher rated vehicle at no extra cost. Should the Hirer decide to take a smaller vehicle than booked they will not be entitled to a refund. Should the vehicle booked be unavailable through unforeseen circumstances (such as natural disasters such as floods, cyclones, hailstorms, earthquakes, accidents, etc) Travel Wheels reserves the right to substitute an alternative vehicle without prior notice. In the event of an accident resulting in the vehicle being damaged sufficiently to require replacement, it is the Hirer's responsibility to make their way to the closest Travel Wheels depot or agent to collect a replacement vehicle. If Travel Wheels cannot provide a vehicle for a confirmed reservation, Travel Wheels liability is limited to a refund of the unused portion of the rental fee only.
17. WHERE THE HIRER WILL RETURN THE VEHICLE
The Hirer will return the vehicle to Travel Wheels location set out on the Rental Agreement. The Hirer understands that there will be an extra charge of $500 if The Hirer returns the vehicle to a different location. This is non-negotiable.
18. DRIVERS
A current motor vehicle driver's licence is required and must be produced on pick-up. Should a foreign licence be in a language other than English, it must be accompanied by a current International Driving Permit, issued in the same country as the foreign licence was issued, or by an accredited English translation of that foreign licence.
19. UNAUTHORISED AND PROHIBITED USE
The following persons must not drive the Vehicle
a. Any person who is not identified on the Rental Agreement
b. Any person whose blood alcohol concentration exceeds the lawful percentage.
c. Any person whose driver's licence has been cancelled or suspended.
d. Any person who is under the influence of legal or illicit drugs.
e. Any person who holds a learner's permit or a probationary license. All insurance cover will be void if any of the above terms are breached.
20. DRIVERS AGE
The minimum age for all drivers is 20 years and the maximum age is 75 years.
21. CREDIT CARD TRANSACTIONS
We accept MasterCard, Visa Card, Australian Bankcard, Eftpos and all transactions conducted in Australian Dollars. Credit card companies now charge travelwheels a 3% handling fee per transaction and therefore reluctantly we have to pass on this 3% credit card fee to our customers if they use a credit card. No additional charges for cash payments.
22. FINANCIAL OBLIGATIONS
By entering into the Rental Agreement, the Hirer authorises and agrees that Travel Wheels will charge The Hirer's credit card or other credit card provided by the Hirer with a bond and/or deposit and that the Hirer will pay on demand any balance of the following charges:
A) All Rental charges as specified on the Rental Agreement.
B) All charges incurred by Travel Wheels in respect of parking or any other traffic violations during the period of the rental are the responsibility of the Hirer. Each fine will then be forwarded to the address as provided on the rental agreement and an $75.00 administration fee (per fine) which will then be charged to the Hirer's credit card to cover administration costs from Travel Wheels to process the fines.
C) The Hirer is totally responsible for all loss of or damage to the motor vehicle (including loss of use) cost of the vehicle, legal expenses, towing and recovery charges where:
C1) The vehicle is totally or partially immersed in water regardless of the cause.
C2) The interior of the vehicle is damaged (regardless of cause).
C3) The vehicle is damaged by driving it under or into an object lower than the height of the vehicle. A $2000 charge will apply for all roof damage.
23. TRAVEL WHEELS' LIABILITY
Travel Wheels will not be liable to the Hirer for any loss, damage or inconvenience caused by delayed delivery of the rental vehicle by a returning customer. Travel Wheels will not be liable for any loss or inconvenience from a change in the drop-off location caused by natural disasters such as floods, cyclones, hailstorms, earthquakes, etc, nor for any personal injury or damage to the Hirer's property.
24. RENTING A TRAVEL WHEELS VEHICLE VIA AN AGENT
In case of non-payment of a holding deposit or the full payment of the vehicle hire to Travel Wheels by an Agent, Travel Agent, Travel Wholesaler or Online Reseller (either in Australia, overseas or via the internet) then the Hirer hereby agrees to make full payment to Travel Wheels before starting their holiday.
25. VALUABLES
Travel Wheels assumes no liability for valuables left in or stolen from the vehicle. Please do not leave valuables in the vehicle because of possible theft. In major cities it is advisable to leave the vehicle in a Caravan Park and take public transport to the city. Please note: Insurance on personal property is th e Hirer's responsibility.
26. ANIMALS & PETS
Travel Wheels does not allow the carriage of pets or any animals in their vehicles whilst on rental. Carriage of pets or animals will render the contract void, and the rental bond and the cleaning bond will be retained and used for cleaning and fumigating the vehicle.
27. REPAIRS
a. Travel Wheels vehicles are always fully maintained and serviced. However, we recognise that occasional breakdowns and small problems will occur. Minor repairs to mechanical items and oil consumption up to $50 will be reimbursed against receipts on completion of the rental.
b. Should larger problems be encountered, please ring our Head Office (toll free on 1800 289 222) for further assistance. Travel Wheels will then approve and fund repairs if the Hirer is not directly responsible for the problem.
c. In all cases the responsibility of Travel Wheels is limited to only refunding the downtime that the vehicle is actually in a repair shop. Therefore if you lose for example one day, we will refund you a day's rental. This will not include accommodation costs or any other external costs such as finding alternative transport to your next destination.
d. Problems in remote areas and during Australian national holidays such as Christmas, Easter, etc. Due to the sheer size of Australia, sometimes it may take longer than normal to relocate a replacement vehicle, spare part, fix a problem on the roadside or be towed to the nearest garage. If this happens, then Travel Wheels will do it's upmost to rectify the problem as soon as possible, but will not be held liable to any additional costs the hirer may incur due to being in a remote location or a Public Holiday.
e. Malfunction of Radio/Cassette players, TV's, Videos, Microwave, Stove or Grill, Air-conditioning Units, Refrigerator, Water Pump or Shower are not considered a mechanical breakdown as the vehicle is still able to continue driving during your holiday. No alternative accommodation or food items will be paid for during the duration of these malfunctions. If one of these items does go wrong, then they can only be inspected at one of our authorised regional depots across Australia.
f. Towing and retrieval of damaged vehicles to the closest Travel Wheels depot is covered. However if the Hirer hits an animal between 1600 and 0700 hours, then the Hirer will be responsible for the towing charge as stated in this contract. If the Hirer requires a Vehicle to be relocated to the damaged vehicle's current location, then a re-positioning fee of AUD$1000.00 will be charged. Any expenses incurred whilst travelling to the closest Travel Wheels depot are the Hirer's responsibility.
g. Any refund for on-road problems will be processed when the vehicle is dropped off at its final destination. Down time will be calculated in rental days, and the refund will be credited against the Hirer's Credit Card.
28. MAINTENANCE & RESPONSIBILITY OF THE HIRERS
It is the Hirer's responsibility to check and maintain all fluid and fuel levels daily and to immediately rectify and/or report to Head Office any defect of which the Hirer becomes aware. Travelwheels, on presentation of receipts, will reimburse refills of all fluids except petrol and diesel up to the value of $50.00. All Hirer's and all drivers are jointly responsible under the Rental Agreement. The Hirer will be held fully responsible for engine damage if the radiator cap is not properly replaced and sealed after checking fluid levels. It is absolutely essential to check the temperature gauge every day on your trip and to keep monitoring the temperature. If the temperature does increase, then stop and immediately call Travel Wheels on the FREEPHONE Number 1800 289 222 and we will be able to advise you. The Hirer shall also drive the vehicle in a careful and cautious manner and will not do or allow to be done anything to harm the vehicle. The Hirer shall not use the vehicle for anything other than its intended purpose, or allow use of the vehicle to carry passengers or goods for hire. The Hirer shall not allow the vehicle to be used to carry volatile liquids, corrosive or flammable materials or explosives.
29. ACCIDENTS - WHAT TO DO IF SOMETHING HAPPENS
Accidents can occur at any time and please be vigilant whilst on the roads. This is especially the case for people who normally drive on the right hand side of the road. If you do have an accident, you will need to do the following: All accidents and any other damages must be reported to Travel Wheels within 24 hours of the incident or all insurance cover and damage protection cover is void. Your insurance excess is your security bond and this will be withheld in the event the vehicle is involved in an accident. If you do have a camera, please take as many photos as possible before moving the vehicles. Travel Wheels will need the full name, address, telephone and driving licence numbers of all people involved in the accident. A brief description of the accident and a quick drawing is a useful thing to do to record what happened. In the event of an accident resulting in the vehicle being damaged sufficiently to require replacement, it is the Hirer's responsibility to make their way to the closest Travel Wheels depot or agent to collect a replacement vehicle. The availability of an exchange vehicle is not guaranteed and the provision is subject to availability, the Hirer's current location, accident liability and the remaining hire duration. If no vehicle is available at the closest Travel Wheels depot to the accident, then the Hirer is fully responsible to go to the next nearest depot with an available similar model at their own expense. The Hirer will pay for all costs relating to the delivery of a change over vehicle regardless of what insurance excess reduction has been taken by the Hirer. A new security bond and contract will need to be signed before commencing the trip with the new vehicle.
30. SINGLE VEHICLE ACCIDENT
Single Vehicle accidents are defined as any damage that is done to the vehicle when no other vehicle is involved (for example you hit a tree and no other vehicle is involved). This also includes the Hirer having an accident with another vehicle, but the Hirer cannot provide Travel Wheels with the other driver's details and a Police Report stating the time and location of the accident. Examples of single vehicle accidents include running into trees, guideposts or animals, (whether intentionally or not) whilst travelling forward or reversing. If a vehicle is involved in a 'Single Vehicle accident' then this will incur upon the Hirer the additional charge of $500.00 on top of the standard $500 Insurance Excess.
31. INSURANCE EXCESS
An Insurance excess credit card pre-authorisation swipe for $500.00 will be held as your insurance excess bond. If the vehicle is returned with any damage, or has been involved in an accident, whether the fault of the Hirer or not, the excess/security bond will be retained by Travel Wheels until the full cost of the damage is determined, and the claim has been settled by the Third Party's Insurance Company. The excess/security bond will then be returned to the Hirer in full if it is determined that there is no liability to the third party under Australian Motor Vehicle Laws and/or with Australian litigation. Please note that Third Party claims can take months or even years to resolve.
32. DAMAGE COVER
In the event of an accident, personal injury is covered through Registration 3rd Party Insurance. All vehicles are fully insured for own their damage and 3rd Party Property Damage, but the Hirer is responsible for the Insurance Excess.
32. CONTRACTUAL RIGHTS
By signing this rental Terms and Conditions contract, the Hirer accepts that the Terms and Conditions make this an Australian contract and that the Hirer will be bound by the Australian State Law in which State this Agreement is contracted. This contract overrides any other contract form or contract taken in any other country. Any changes made to this contract may only be in writing and signed by the Hirer and an authorized agent of Travel Wheels. Travel Wheels makes no express or implied warranty in relation to this Agreement.
33. KEYS
The Hirer will be responsible for full cost of replacing keys which are lost, broken or for the retrieval of keys locked in a vehicle. The cost of a locksmith travelling to the vehicle will be at the Hirers' expense. Campervans with Electronic Immobilizers (transponder) which are controlled by the campervan ignition key, have an additional clause. If the Hirer loses or damages this special key, then it can take up to five (5) days or longer to get a replacement. The Hirer will be liable for all associated costs to replace these keys and still pay the daily rental whilst waiting for the new keys. Travel Wheels will not be responsible for any additional expense occurred by the Hirer if they lose the keys.
34. PAYMENTS & CURRENCY FLUCTUATIONS
All payments in cash, bank transfers or credit card transactions are conducted in Australian Dollars ($) only. Due to exchange rate fluctuations there may be some small variation in the amount initially debited against the credit card and the amount refunded when the vehicle is returned. Travel Wheels accepts no liability for these variations in exchange rate fluctuations.
35. DISCLAIMER
All illustrations, line drawings and text in any of our brochures or advertising material, including on the Internet, are a representation only of the vehicles depicted. Variances in any vehicle or its equipment offered for rental may occur due to modifications and/or upgrades to vehicle design.
36. WRITTEN AND CALCULATION ERRORS ON THE RENTAL AGREEMENT
The charges as set out herein are not final. Should a written and/or a calculation error occur, the Hirer authorises Travel Wheels to charge their credit card for any shortage, or in case of overpayment, receive payment from Travel Wheels.
37. DISPUTE RESOLUTION
If you unfortunately feel you have an issue with Travel Wheels or wish to file a complaint, then the Hirer agrees to resolve the complaint or dispute with Travel Wheels with the following procedure:
(a) Immediately notifying the manager of the depot from which the vehicle was rented within five Business Days of returning the vehicle, or by contacting Travel Wheels within 24 hours whilst on the road by calling the FREECALL 1800 289 222 Central Reservations Number or emailing Travel Wheels at info@travelwheels.com.au
(b) Provide in writing exact details of your complaint together with any relevant evidence, and photographs are always useful to help describe any issues. We will reply to you within five Business Days of receiving your complaint. If you are still dissatisfied and have further queries, you must notify us in writing within five Business Days of receiving our response and we will arrange a meeting between you and Travel Wheels in an attempt to resolve the dispute.
Signature of Hirer:
[1]..........................................................................
Signature of Hirer:
[2] .........................................................................
