FAQ

Unfortunately, we do not rent our vehicle to drivers under the age of 21 and those without full drivers licence.

A deposit will be taken from you when you arrange the booking. Bookings that are made via the telephone will be secured with a credit card number only and full payment will be taken on the day you collect the vehicle.

You will receive a confirmation email containing the details of your reservation.

You will need a full valid driver’s licence, pay an agreed security deposit with cash/debit/credit card and also pay the total rental amount in advance.

You will also need to provide the following documents:

Australian Licence Holders:

• Please bring 2 forms of ID.
  • You may bring your driver’s licence with your current address.
  • We also require a phone or electricity bill, or bank statement showing your current address.

Overseas Licence Holders:

• Please bring 3 forms of ID, which include your
  • Driver’s licence,
  • Passport, and
  • Proof of current address, i.e. utility bills, hotel reservation info, etc.

If you cannot provide this, Melbourne Van Rentals cannot rent you a vehicle.

If you do not have a credit card but have a Visa or MasterCard debit card you can hire a vehicle with getting a pre authorization on the card of agreed amount.

The rate includes full standard insurance but is subject to an excess.

Our rates include:

• GST
• Basic Insurance
• 24 Hour Roadside Assistance and
• The included kilometer

Our insurance is subject to an excess.

Payment for your vehicle rental is to be made at the commencement of the hire. We will gladly accept the following:

• Cash
• Visa
• MasterCard
• Payment via. PayID
• AMEX (American Express) and
• EFTPOS

We give a copy of the contract to you upon completion of the paperwork and will show what method you used and also can be used as an invoice for tax purposes. If you sign your paperwork at the office we will give you a copy of any transaction processed through our EFTPOS terminal. Visa and Mastercard attract 1.5% surcharge and AMEX 2.5% surcharge.

Pickups are currently from Braeside in the South-Eastern suburbs of Melbourne, but we also provide a drop-off/pick-up at your location for an extra fee.

Unfortunately, no refunds are given if you decide to voluntarily return the rental vehicle (including vehicle keys) and accessories prior to the expiry of the hire term.

There is a minimum of 48 hours’ notice required for extensions. We cannot guarantee extensions during peak seasons however we will do our best to accommodate your request.

Simply contact us with the details on +61450747874 and we will amend your booking at no charge.

If your booking is cancelled prior to the start of the rental, you will be charged:

• (a) 50% of the Rental Charges for the Rental Period as booked if booking is cancelled 2 days prior to the pickup date;
• (b) 100% of the Rental Charges if booking is cancelled on the day of pickup or if you fail to notify us of your intended cancellation prior to the start of the Rental and fail to pick up the vehicle; or
• (c) 10% of the Rental Charges for the Rental Period as booked for all other cancellations

If you return the vehicle:

• (a) More than 20 minutes after the date and time set for its return in the Rental Agreement We will charge you a minimum of $20 per hour up to one full day’s rental and a further full day’s rental at the standard rate for each 24 hour period or part thereof until the vehicle is returned to us; or
• (b) At any time, other than during our normal business hours, you must pay for the daily Rental Charges and all damage until the rental location next opens for business.

Yes, additional drivers MUST be nominated and a $10 fee is payable per day for each additional driver.

Vehicles may be driven outside of Victoria. This must be requested in advance and is subject to approval.

We offer only recent model vehicles.

Yes, you do need to pay for any tolls or traffic infringements incurred and where possible, it is best to pay these yourself and avoid an infringement notice being sent to us at Melbourne Van Rentals. If we are required to charge a toll fee or traffic infringement on your credit card, a $30 administration fee will be added to cover our processing time.

The Damage Excess payable is:

Commercial Vehicle (Vans) are as follows:

• Drivers 21 to 24 years of age: Standard Excess: $3,200.00, ER
• Drivers 25 years of age or Over: Standard Excess: $2500.00, ER

Passenger Vehicles are as follows:

• Drivers 21 to 24 years of age: Standard Excess: $3200.00, ER
• Drivers 25 years of age or Over: Standard Excess: $2500.00, ER

Excess Reduction (ER) – ER is an optional coverage that reduces your financial liability (excess charges) if there is an accident. Varies by age of hirer and type of vehicle.

If you are in the unfortunate event of an accident with your rental vehicle, we will ask that you do not admit liability in any circumstance. If you are unsure, always obtain a police report that will help our insurance company to gauge who was at fault. All accidents must be reported to Melbourne Van Rentals the day it happens, you will also have to provide complete details of the accident to us. We do not guarantee to replace the vehicle if you are liable for the accident.

We are very confident about the quality of our rental cars and our team of mechanics consistently does everything they can to make sure you have no problems. Please contact Melbourne Van Rentals in case of a breakdown, you will need to quote the vehicle registration number. Please note that this policy is FREE for MECHANICAL breakdowns only. All other callouts will be subject to relevant charges.

No, fuel is not included in the price. You normally pick and return the vehicle with full tank. If its not full on pick up you have to refuel to the same level of fuel on return.