Rental Terms and Conditions

Wherever possible we will rent Vehicles that have no prior damage. However where a Vehicle is rented with existing damage it will be recorded. We will not rent a Vehicle with damage which renders it to be un-roadworthy or in any way unsafe to drive.

If the Vehicle is damaged during the rental and is no longer roadworthy or safe to drive we will terminate the Rental Agreement. Any monies paid by You to the Car Rental Company at the commencement of the rental and not used to cover costs at the end of the rental will be refunded to You.

If the Vehicle is damaged during the rental and is no longer roadworthy or safe to drive and we have terminated the Rental Agreement, the Car Rental Company will only consider renting another vehicle to You (under a new rental agreement) if you were not at fault and once it and its insurers are satisfied there is minimal risk of a further accident or incident occurring. We will act expeditiously to review all relevant accident details and reports, once these are available. Under these circumstances it is unlikely that the Car Rental Company will be unable to rent another vehicle to You immediately.

We will inspect Your Vehicle before the rental period commences. If there is any existing damage it will be recorded on a Vehicle Check Out Report a copy of which will be given to You. It will also be noted in code on Your printed rental agreement.

Any damage is recorded in a coding system using both numbers and letters. The numbers and lower case letters represent panels or parts of the Vehicle, the upper case letters represent the type of damage. An explanation or key to this coding can be found on the Vehicle Check Out Report.

If You notice any damage not recorded on the Vehicle Check Out Report You must immediately report this to us before driving the Vehicle and we will verify and record any damage.

Most Vehicle damage is determined by a visual check over the body, interior, tools and accessories of the Vehicle using a special tool called a damage gauge. When You return the Vehicle we will inspect it. We prefer to do this before You leave our rental location however this may not be possible at all times. If mechanical or undercarriage damage is involved, professional inspection by a technician will be required.

The damage present on the Vehicle upon return from rental will either be new damage or fair wear and tear. The following will not be considered fair wear and tear and you will be charged accordingly:

• Body: Any holes, tears, scratches more than 20mm long, dents greater than 20mm in diameter and or 2mm in depth and all scrapes that cause paint damage.

• Glass: Any damage to any glass panel on the vehicle

• Lights: Any holes, chips, bullseyes, scrapes or scratches longer than 20 mm

• Tyres: Any split, torn, mismatched, retreaded or disfigured tyres

• Wheels: Any damage which disfigures or makes the wheel unroadworthy

• Interior Damage: Any burns, tears, holes, stains, extensive odours on any upholstery or interior trim item

• Underbody: Any cracks, holes, exhaust or under body damage

• Accessories and Equipment: Any item missing or damaged You will be held liable for any damage as a result of unauthorised repair in addition to the above.

If you have already left the rental premises we will use our best endeavours to assess and report any new damage to You and contact You without delay by the fastest communication method possible. If You have elected to pay a damage liability we will also notify You of the new damage in writing and advise all costs once known.

Any damage that is not recorded on the Vehicle Check-Out Report or otherwise recorded as detailed above under PROCEDURE is considered new damage.

Provided You are not in breach of the Rental Agreement Your liability is only up to the amount noted on the Rental Agreement Part A “Loss or Damage Liability” or “LDL” and where the damage is as a result of a subsequent event “Subsequent Loss or Damage Liability” or “SLDL” and where damage is as a result of driving on an Unsealed Road “Unsealed Road Loss or Damage Liability” or “ULDL”. The LDL, SLDL and ULDL is payable immediately at the end of the Rental Agreement or earlier as may be required by us. When Vehicle damage and all costs have been assessed You will receive a letter outlining costs to repair the Vehicle, charges for the time and loss of use of the Vehicle, towing and storage charges, third party claims and our claims administration fee.

When the Vehicle is repaired and any other claims have been settled any monies remaining from the LDL, SLDL and ULDL collected from You will be refunded to You.

In the event that there is a third party involved who was at fault we will attempt to recover all costs from the third party provided in our opinion it is commercially viable to do so. Your Loss or Damage Liability will be refunded in full if we are able to recover all our costs. We will deduct any debt recovery charge we incur in recovering the debt from a third party.

If we are unable to recover any or only a portion of our costs from a third party even though You may not be at fault You will remain liable for these unrecovered costs.

If You receive a claim for damage from a third party, You should send the letter or claim to us within seven days of receipt. If You believe the third party claim is fraudulent, You must tell us.

Provided You have not breached the Rental Agreement we will act on Your behalf until settlement of the claim. If You have breached the Rental Agreement we may decide not act on Your behalf and You will be liable for all costs.

In the event of damage to the Vehicle we will select the repairer. The repairer we select will be a licensed repairer who is endorsed by our Insurers and who will carry out high quality repairs using quality replacement parts.

We will carry out repairs to the Vehicle so as to minimise costs and time off the road taking into account availability of parts, repairer workload and our existing bookings. Provided the Vehicle is roadworthy we may decide to rent it before repairs are carried out.

We may also obtain a repair quotation for Our Vehicle and use it as the basis of Our recovery of costs from You. We may also choose not to repair Our Vehicle at this time or at all, at Our discretion.

The Digital Drivers Licence is legal for use in multiple jurisdictions and accepted by many businesses. However, it is still required that users hold a physical card as a backup. Enterprise & its affiliated brands in Australia, still require a hard copy license until further notice. Additionally we do not accept international digital licences at this time.

Disputes may arise over damage, liability for damage, the costs and other matters relating to Vehicle damage. Where You believe You have been dealt with unfairly by us or if You believe we have made an error You should raise Your concerns with the Assistant Claims Manager whose contact details appear at the end of this document.

If You and the Assistant Claims Manager are unable to reach a settlement Your case will be reviewed by the Claims Manager. If You are still unsatisfied at the handling of the matter You should follow Our Dispute Resolution Policy which is outlined in Schedule 3 of this Rental Agreement.

CONTACT DETAILS Claims Department Mail: Waterloo Car Centre Pty Ltd PO Box 886 Mascot NSW 1460 Australia Fax: 02 9667 4144 Phone: 1300 668 810