Terms and Conditions - Australia

Updated: January 2026

Jina Rent a Car (trading as and furthermore referred to as Cedrent Enterprises within this document)

Consumer Right Statement

All Your rights set out in this Rental Agreement are in addition to Your rights as a consumer (Your Consumer Rights) under applicable consumer protection legislation, including the Australian Consumer Law.

Your Consumer Rights are not excluded, restricted or modified by this Rental Agreement. You can find out more about Your Consumer Rights from consumer organisations and bodies such as the Australian Competition and Consumer Commission and State/Territory fair trading authorities.

Meaning of Terms in this Rental Agreement

“Authorised Driver/s” means the person/s listed as “The Hirer” and/or “Additional Drivers” in Part A of the Rental Agreement.

“Business Hours” means the hours of operation of the rental location from which the Vehicle is collected or to which it is returned, and which are posted on the Cedrent Enterprises website or at the rental location.

“Cedrent Enterprises”,“We”, “Our” or “Us” means:

• Cedrent Vehicle Hire (ABN 55 616 307 585)
• Jina Rent a Car (ABN 72 682 956 109)
• Cedrent Enterprises PTY LTD (ABN 32 611 325 912)
• Cedrent Enterprises WA PTY LTD (ABN 22 645 551 640)

“Collision or Damage Report Form” is a form provided to You by Cedrent Enterprises in the event of an accident or any claim involving the Vehicle, that You are required complete in the event of any damage sustained during your rental period. The form can be found by scanning the QR code on your rental vehicle.

“Commercial Vehicle” means any Vehicle that is a truck, mine-spec vehicle, utility vehicle or passenger van with twelve or more seats, used for transporting goods or carrying 12 or more passengers including the driver.

“Credit Card Fee” means the fee charged by Cedrent Enterprises when payment of the rental is made by a credit card or a debit card using the Visa or Mastercard schemes or any other credit debit or other charge card or payment method accepted by Cedrent Enterprises. For details refer to Schedule 6 – Table of Standard Fees and Charges.

“In-Vehicle Monitoring System” or “IVMS” means an electronic monitoring system installed in certain Vehicles, primarily Commercial Vehicles, that may collect data such as GPS location, vehicle speed, acceleration and braking behaviour, engine performance, idle time, off-road activity, and other diagnostic or telematics information. IVMS is used by Cedrent Enterprises for safety management, operational efficiency, compliance, fleet monitoring and incident or accident investigation purposes.

"Four Wheel Drive Vehicle” means a Vehicle in which all four wheels receive power from the engine and has fit out suitable for mining, construction, and other commercial or off-road applications. It includes vehicle classes: XFAR LFAR, PFAR, FPAR, BSTK, FFMX, FPAX, FPMR, FPMX, IPMX, LFAX, TDMR, TDMX, TFMR, TFMX, XFAX and others specified by Cedrent Enterprises from time to time.

“Loss or Damage Liability” or “LDL” means the amount You agree to pay in case of loss or damage to the Vehicle or to another vehicle or property or any third-party property.

“Loss or Excess Protection” or “EP” means Cedrent Enterprises agrees to take the risk of damage or loss and assume payment of Your LDL in part or in full, in effect reducing Your LDL (also known as “Collision Damage Waiver” and “Excess”). It applies if You select LDR and pay the applicable fee prior to commencement of the rental.

“Non-Permitted Area of Use” means the area in which the Vehicle must not be taken into. You and any Authorised Driver must not, unless authorised in writing by Cedrent Enterprises at the time of booking, drive or take the Vehicle into the Non-Permitted Areas of Use. The Non-Permitted Areas of Use are as follows:

• For those Vehicles-hired outside the Northern Territory and Western Australia, Northern Territory and Western Australia are Non-Permitted Areas of Use.
• For those Vehicles hired from the Northern Territory, the Non-Permitted Areas of Use are:
  • any other States or Territories of Australia except South Australia; and
  • the road to Twin Falls ; and
  • Cahills Crossing and beyond; and
  • Central Arnhem Road past Mainoru Store; and
  • Tanami Track, and
  • Great Central Road; and
  • Plenty Highway; and
  • Sandover Highway; and (ix) Beyond Borroloola.
• For those Vehicles hired from Western Australia, the Non-Permitted Areas of Use are:
  • any other states or Territories of Australia; and
  • if hired from Perth Airport or Perth metropolitan area, any place further north or east than Exmouth (21°54’S / 114°10’E), further east than Kalgoorlie-Boulder Township (30°40’S / 121°22’E) or further east than Esperance (33°45’S / 121°55’E); and
  • if hired from Karratha, Port Hedland, Newman, Tom Price, Parabadoo, anywhere outside the local area unless express written consent has been given Cedrent Enterprises at the time of booking.
• For those Vehicles hired from South Australia the Non-Permitted Areas of Use are:
  • if hired from Adelaide Airport or Adelaide City the Non-Permitted Areas of Use includes: Northern Territory and Western Australia, any place further north than Coober Pedy (29°00’S / 134°45’E), or in a westerly direction beyond Ceduna (32°07’S / 133°40’E).
  • if hired from any location in South Australia other than Adelaide Airport or Adelaide City the Non-Permitted Areas of Use include: Northern Territory, North of the Eyre Highway between Ceduna and the Western Australia border, west of Coober Pedy and east of Leigh Creek.
  • Vehicles are permitted to enter Western Australia where written consent has been provided by Cedrent Enterprises at the time of booking.

• Any area such as a beach, field or fire or walking trail that requires driving a Vehicle Off-Road is a Non-Permitted Area of Use unless express written consent has been given by Cedrent Enterprises at the time of booking.

“Off-Road” means any passage that is not designed for a Two Wheel Drive vehicle or is not a sealed road or Unsealed Road. Examples include driving on a beach, field or fire or walking trail.

“Overhead Damage” means damage on or above the level of the top of the windscreen of the Vehicle.

Premium Location Fee” or “PLF” means the fee charged by Cedrent Enterprises for a rental commencing at the specified location. Fees will vary depending on the location and may be included or additional to the rental rate depending on the rate type. Details of the Premium Location Fees are available in Schedule 6 (Table of Standard Fees and Charges)

“Prepaid Fuel” or “PPF” means Cedrent Enterprises will provide the Vehicle with a full tank of fuel and You will not be required to refill the tank upon return. You will not receive credit for fuel left in the tank at the time of return. It applies if You elect PPF and pay the applicable charge at the start of the Rental Period.

“Probationary Driver’s Fee” means a fee that will be charged to drivers who have an Australian provisional or probationary licence.

“Refuelling Fee” means a fee to refuel the Vehicle to full, at the rate specified in Part A of the Rental Agreement.

“Rental Period” means the period beginning at Time Out and ending at Time In.

“Remote Location” means a location determined by Cedrent Enterprises as an isolated community, which will have limitations on kilometres and have different liability provisions. You will not be permitted to drive a Two Wheel Drive Vehicle hired from a Remote Location at Night outside of city limits or town limits, where there are no streetlights or reduced speed zones, unless written confirmation from Cedrent Enterprises prior. Remote locations include Darwin, Alice Springs, Coober Pedy, Port Augusta, Whyalla, Port Lincoln, Ceduna, Port Hedland, Karratha, Newman, and Kalgoorlie.

“Single Vehicle Accident” means an accident not involving a collision between the Vehicle and another vehicle. Should You be involved in a multi-vehicle accident and be unable to fully identify both the other vehicle’s licence plate/s and the other driver/s details including their licence details, address and proper contact information the accident is deemed a Single Vehicle Accident.

“Subsequent Loss or Damage Liability” or “SLDL” means the amount You agree to pay in each case of subsequent loss or damage to the Vehicle or to another vehicle or any third-party property.

“Table of Standard Fees and Charges” means the fees and charges We charge under the Rental Agreement, a copy of which is available in Schedule 6.

“Time In” means the actual time and date when You return or You are deemed to have returned the Vehicle to Cedrent Enterprises.

“Time Due In” means the time and date agreed by You and Cedrent Enterprises as to when the Vehicle is to be returned to Cedrent Enterprises as stated on the Rental Agreement.

“Time Out” means the time and date when You take out the Vehicle for hire as stated on the Rental Agreement.

“Toll Roads” means roads, motorways, bridges and tunnels where use is subject to a toll fee or charge.

“Toll Pass Waiver” means the fee that Cedrent Enterprises will charge You for unlimited use of Toll Roads without incurring any toll charges.

"Two Wheel Drive Vehicle” means a Vehicle in which only two wheels receive power from the engine or an all-wheel drive vehicle and is designed to carry passengers and drive on sealed roads.

“Undercarriage Damage” means any damage to the Vehicle including the drive train, chassis, steering, suspension, brakes, exhaust, floor pan and fuel systems that is caused by or directly results from contact between the underside of the Vehicle and any part of the road way or any object or obstruction including kerbs, gutters, speed or road humps, barriers or wheel stops; and includes the area from the door seal, top of the front and rear bumper and below, whether or not any other parts of the Vehicle are damaged at the same time.

“Unreported Damage” means any damage to the Vehicle in which You have not duly completed a Collision Damage Report Form

“Unsealed Road” means a man-made gazetted vehicular road that is designed for Two Wheel Drive vehicles and that does not have a hard sealed surface material such as tar, bitumen, asphalt or concrete. For example a gravel road is an Unsealed Road. A narrow road where any of the Vehicle’s wheels must leave the sealed surface to pass or overtake another vehicle is an Unsealed Road.

“Unsealed Road Loss or Damage Liability” or “ULDL” means the additional amount payable in the event of loss or damage occurring while driving on an Unsealed Road. The Unsealed Road Liability is payable in addition to the Loss or Damage Liability shown on Part A of the Rental Agreement.

“Vehicle” means the Vehicle described on the Rental Agreement including all its parts, components, keys, accessories, contents, tools and equipment as well as any replacement Vehicle.

“Vehicle Inspection Report” details the existing damage and any new damage to the Vehicle. Existing damage will be stated on a Vehicle Inspection Report marked “Vehicle Pickup”. New damage will be stated on a Vehicle Inspection Report marked “Vehicle Return”.

"Vehicle Relocation Charge” means a charge for returning a Vehicle to a location other than the location You collected it from. Vehicle Relocation Charges for Two Wheel Drive vehicles are specified in Schedule 6.

“WINT” means Windscreen damage, Tyre damage: WINT cover may be purchased separately or included in Your rental rate package. WINT covers the damage caused during the rental period to windscreen or tyres. WINT does not cover roadside assistance call out fees or associated towing charges.

“Written Consent” means approval provided by Cedrent Enterprises prior to travel, documented in written email confirmation from an authorised Cedrent Enterprises representative. Verbal approval is not sufficient.

“You” or “Your” means the person(s) or entity identified as the “Hirer” on the Rental Agreement and any additional or Authorised Drivers.

“Young Driver Fee” means a fee charged to drivers between the ages of 21 and 24 inclusive.

17. Privacy Policy

We are committed to protecting personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Introduction

We collect, store, use, and disclose personal information to provide vehicle rental services, operate our business, meet legal obligations, and ensure safety and security. This Policy explains how we manage personal information in accordance with the APPs.

2. What Personal Information We Collect

We may collect:

• Name, date of birth, address, email, phone number.
• Driver licence, passport, and identity verification data.
• Rental history, incident reports, claims information, insurance details.
• Payment information (processed securely — we do not store full card details).
• Vehicle telematics: GPS location, speed, kilometres, trip history, diagnostic alerts.
• CCTV footage from rental locations.
• Website and device data including cookies, IP address, browser type, and usage analytics.

3. How We Collect Information

We collect information when you interact with us online, by phone, or at rental locations. We also collect telematics data from vehicles and may receive information from insurers, law enforcement, tolling authorities, accident investigators, identity verification providers, and corporate account holders.

4. Purposes for Collecting and Using Personal Information

We use personal information to:

• Manage bookings and rental agreements.
• Verify identity, prevent fraud, and confirm eligibility to rent.
• Provide customer service and communicate with you.
• Manage damage, insurance, and incident investigations.
• Recover vehicles, resolve disputes, and process payments.
• Comply with Australian laws and regulatory obligations.
• Improve systems, safety processes, and operations.

5. Telematics and Monitoring

Vehicles may be fitted with GPS, telematics, and diagnostic systems. These systems collect information about vehicle location, movement, speed, mechanical conditions, and incidents. We use this information for safety, fleet management, investigations, theft prevention, operational planning, and verifying compliance with rental terms.

6. Sharing Personal Information

We may share personal information with:

• Insurers, underwriters, and claims assessors.
• Law enforcement, government agencies, and tolling authorities.
• IT, cloud hosting, identity verification, and telematics providers.
• Roadside assistance, towing companies, and repairers.
• Payment processors and debt recovery agencies.

We take reasonable steps to ensure third-party service providers comply with the APPs.

7. Cross-Border Disclosure

Some service providers store or process personal information outside Australia. Under APP 8, we take reasonable steps to ensure overseas recipients do not breach the APPs and maintain appropriate security safeguards.

8. Security and Storage

We implement administrative, technical, and physical safeguards to protect personal information, including encryption, access controls, secure servers, monitoring systems, and staff training. If a data breach is likely to cause serious harm, we will comply with the Notifiable Data Breach Scheme and notify affected individuals and the OAIC.

9. Data Retention

We retain personal information for as long as necessary to fulfil the purposes outlined in this Policy or as required by law. After this, data is securely destroyed or de-identified.

10. Access and Correction

You may request access to or correction of your personal information by emailing privacy@cedrent.com.au. We will respond within a reasonable time and may require identity verification.

11. Complaints

If you have a privacy concern, please contact us first. If you are dissatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

12. Updates to This Policy

We may update this Privacy Policy periodically. The most current version will always be available on our website.

Rental Agreement – Part B

The Rental Agreement between You and Cedrent Enterprises consists of

Part A The part containing Your details and the Vehicle details; and, Part B This document which includes Cedrent Enterprises Terms and Conditions and its Schedules. You should read the whole of Part A and Part B before agreeing to the Rental Agreement.

The “Important Information” contains a summary of some of the more important provisions of the Rental Agreement.

Important Information

Capitalised terms are defined in the section headed ‘Meaning of Terms in this Rental Agreement’ at the rear of these Terms and Conditions.

Drivers Licence and Identification

Charges

Area of Use

You must not use the Vehicle in a Non-Permitted Area of Use or drive the Vehicle Off-Road. If You take the Vehicle into a Non-Permitted Area of Use or drive the Vehicle Off-Road, Your liability for any loss or damage will increase to the full cost of the associated claim. Refer to the “Non-Permitted Area of Use” definition in this Rental Agreement for further information.

Exceptions to the “Non-Permitted Area of Use” or driving the Vehicle Off-Road apply for fit for purpose Four Wheel Drive Vehicles including vehicle classes XFAR LFAR, PFAR, FPAR, BSTK, FFMX, FPAX, FPMR, FPMX, IPMX, IVAX, LFAX, TDMR, TDMX, TFMR, TFMX, XFAX and other vehicles expressly consented to by Cedrent Enterprises for Your specific rental. Any exceptions or amendments to the “Non-Permitted Area of Use” or driving the Vehicle Off-Road will require written consent from Cedrent Enterprises at the time of booking.

Please contact the renting location if You are unsure of Your Non-Permitted Area of Use.

Night-Time Remote Travel Restriction

Where a Two Wheel Drive Vehicle is rented from, or is being used in, a Remote Location, the Vehicle must not be driven at Night outside the limits of a city or town (being built-up areas with street lighting or reduced legal speed limits), unless Cedrent Enterprises has provided prior Written Consent.

Damage

Remote Breakdown and Roadside Assistance

Cedrent Enterprises Terms and Conditions

PLEASE REFER TO PART A OF THE RENTAL AGREEMENT WHICH CONTAINS YOUR DETAILS AND THE VEHICLE DETAILS AND PART B WHICH CONTAINS CEDRENT ENTERPRISES TERMS AND CONDITIONS. IF YOU ARE UNSURE OF YOUR RESPONSIBLITIES OR ANYTHING ELSE ASK ONE OF CEDRENT ENTERPRISES STAFF.

Cedrent Enterprises have prepared this Rental Agreement so that we all know where we stand when renting a Cedrent Enterprises. Please give it a read through before collecting Your Vehicle. Please ask one of our staff if You are unclear of anything before You drive away in the Vehicle.

1. Meaning of Terms

Capitalised terms are defined in the section headed ‘Meaning of Terms in this Rental Agreement’ at the front of these Terms and Conditions.

2. Who may drive the vehicle

2.1 At the time of rental, You must produce a valid driver’s licence and be currently licensed to drive the type of Vehicle being hired. In addition to a current driver’s licence, Cedrent Enterprises may request further information to assess eligibility and the risk of damage to the Vehicle. This may include a certified English translation of an overseas licence, a boarding pass if You are renting from an airport location, a passport if You live overseas, proof of home address such as a utility bill, and proof of employment if renting a Commercial Vehicle.

2.2 Only Authorised Drivers 21 years of age or older, licensed to drive the type of Vehicle that is being hired, may drive the Vehicle. Learner drivers, restricted drivers and drivers with less than 12-months’ experience as a licensed driver are not permitted to drive the Vehicle.

2.3 Drivers between the ages of 21 and 24 years (inclusive), including provisional drivers, are only permitted to drive the following Vehicle categories:

1. economy, compact or intermediate sedans;
2. economy, compact or intermediate sports utility vehicles (SUVs);
3. compact or intermediate commercial vans (CKAR or IKAR);
4. pickup trucks (IPAR, FPAR or FPAX).

2.4 Provisional drivers must have held their Australian licence for a minimum of 12 months.

2.5 Drivers aged 21 to 24 years will be subject to a Young Driver Surcharge and are not permitted to purchase Loss or Damage Liability Reduction or otherwise reduce their Loss or Damage Liability for any Vehicle type.

2.6 Cedrent Enterprises may refuse to rent a Vehicle to You or to list a person as an Authorised Driver if Cedrent reasonably believes there is a risk of damage to the Vehicle, a risk of default, or if You or the proposed driver have provided incorrect or inaccurate information. If Cedrent refuses to rent a Vehicle, any amount already paid will be refunded. You will not be entitled to additional compensation because of such refusal.

2.7 You must ensure that only Authorised Drivers drive the Vehicle. Any exceptions to the above requirements must be granted in writing by Cedrent Enterprises at the time of booking.

3. Prohibited use of Vehicle

3.1 You must not take or drive the Vehicle into or in any Non-Permitted Area of Use or any location that Cedrent Enterprises has advised is restricted or unsuitable for the Vehicle type.

3.2 You must not carry passengers for payment or reward, including using the Vehicle for taxi, rideshare, ride-hailing or car-sharing purposes (e.g. Uber, Didi, Ola, Lyft).

3.3 You must not carry more occupants than the number of seatbelts fitted in the Vehicle or use the Vehicle for any purpose other than that for which it was designed and constructed.

3.4 You must not carry any inflammable, explosive, corrosive or otherwise hazardous materials in the Vehicle.

3.5 You must not carry goods without obtaining any required approvals, permits, licences or government authorisations. All such approvals must be obtained at Your cost.

3.6 You must not carry goods that exceed the Vehicle’s recommended mass or manufacturer load limits, including roof load limits, tow ratings or axle capacities.

3.7 You must not use the Vehicle to push, tow or pull any vehicle, trailer, boat or object.
Towing is only permitted where Cedrent Enterprises has provided written consent at the time of booking, the Vehicle is fitted with an approved towbar prior to rental, and the trailer is within Vehicle and tow-equipment manufacturer limits. Any damage to a trailer is not covered by Cedrent Enterprises.

3.8 You must not drive the Vehicle Off-Road or on any unsealed, non-gazetted or rough terrain road unless:

• the Vehicle is an approved Four Wheel Drive, and
• Cedrent Enterprises has expressly consented to Off-Road use at the time of booking and recorded this in writing.

3.9 Cedrent may impose additional restrictions where the Vehicle is fitted with IVMS or where terrain poses increased risk.

3.10 You must not use the Vehicle for any motorsport or motorsport-like activity, including racing, pace making, reliability trials, speed trials, hill climbs, timed events or any form of testing in preparation for those activities.

3.11 You must not drive the Vehicle on beaches or through streams, dams, rivers, floodwaters (including flash flooding, riverine flooding, stormwater flooding or tidal/sea inundation), bushfire-affected areas, or on any road where Police or a Government authority has issued a warning or closure.

3.12 You must not use the Vehicle in contravention of any road laws, traffic regulations, speed limits or conditions of use specified by Cedrent Enterprises, including any requirements notified to You where the Vehicle is fitted with IVMS.

3.13 You must not carry animals in the Vehicle unless Cedrent Enterprises has provided prior written approval. Any approved carriage of animals may incur additional cleaning fees.

3.14 You must not use the Vehicle in a dangerous or unsafe manner, for an illegal activity, or in a way that exposes the Vehicle or its occupants to unacceptable risk.

3.15 You must not smoke or allow any passenger or other person to smoke or vape in the Vehicle.

3.16 If a Two Wheel Drive Vehicle is rented from a Remote Location, You must not drive the Vehicle at night outside the limits of a city or town where there are no streetlights or reduced speed zones, unless Cedrent Enterprises has provided prior written consent at the time of booking.

3.17 When driving a Two Wheel Drive Vehicle on an Unsealed Road, You must not exceed the sign-posted speed limit or 50 km/h, whichever is lower.

3.18 You must not sub-let, hire, lease or otherwise permit possession or control of the Vehicle to any unauthorised person.

3.19 You must not transport the Vehicle over water, including using ferries or barges, unless Cedrent Enterprises has provided written consent at the time of booking.

3.20 Cedrent Enterprises may apply additional restrictions to Remote, Off-Road or high-risk locations based on Vehicle type, fleet class or safety requirements, including IVMS-monitored usage limits.

4. Fuel, maintenance, security, safety and repair

4.1 If You do not elect Prepaid Fuel at the beginning of the Rental Period and You return with less than a full tank of fuel, Cedrent Enterprises will charge You a Refuelling Fee at the applicable rate specified on the Rental Agreement.

4.2 You must:

• comply with all applicable mandatory seat belt and child restraint laws;
• maintain all of the Vehicle’s engine oils and engine coolant levels at the manufacturer’s recommended levels;
• report to Cedrent Enterprises any defect in the Vehicle of which You have become aware;
• maintain tyre pressures at manufacturer’s recommended levels;
• when not being driven, keep the Vehicle locked and the keys secure and under Your personal control at all times and produce such keys if the Vehicle has been stolen;
• follow any reasonable instruction given by Cedrent Enterprises relating to the Vehicle; and
• if refuelling the Vehicle ensure only the correct grade and type of fuel recommended by the manufacturer of the Vehicle is used.

4.3 If you experience a mechanical or any other problem with the Vehicle You must stop driving and call roadside assistance. You must not drive the Vehicle unless directed to do so by Us or by Our roadside assistance service advisor. You must not allow anyone to service or repair the Vehicle unless Cedrent Enterprises expressly authorises You to do so. We will reimburse You for the cost of repairs authorised by Us if You submit the original receipts for those repairs.

5. Roadside Assistance

5.1 Your Vehicle is covered for 24-hour roadside assistance for breakdowns caused by mechanical failure or a fault with the Vehicle that is not caused by You.

5.2 If the call-out is due to an issue caused by You (such as losing the keys, locking them in the Vehicle, running out of fuel, using the incorrect fuel, leaving the lights on, or other driver-related incidents), You will be responsible for the Breakdown Call-Out Fee and for the cost of any parts, services or repairs required, including tyre changes or battery replacement.

5.3 If You experience a breakdown or require assistance in a remote or hard-to-access location, please be aware that response times may be significantly delayed, including delays of up to 24–48 hours, due to limited access, weather conditions or contractor availability. Additional towing, recovery or specialised retrieval costs may apply for Vehicles located outside standard service areas or where access is restricted. You remain responsible for ensuring You have adequate water, fuel, communication and supplies while awaiting assistance in remote areas. Cedrent Enterprises will use reasonable efforts to coordinate support; however, availability and response times cannot be guaranteed in remote regions.

6. Your financial obligations to Cedrent Enterprises

6.1 At the beginning of the Rental Period, You must:

• pay all rental charges for the Rental Period stated in the Rental Agreement;
• pay the fees and charges for all the options that You have elected to purchase as specified in the Rental Agreement;
• pay any goods and services tax (GST), stamp duty or any other tax, duty, surcharge, levy, fee, or charges imposed by Local, State or Federal government that are applicable to this Rental Agreement; and
• provide a security bond (if applicable) Details of the security bond requirements are set out in Security Bond Information.

6.2 Should You wish to extend the Rental Period, You must request an extension by contacting Cedrent Enterprises prior to the Time Due In and if granted, make additional payments for the new charges. Rental extensions are payable in advance.

6.3 At the end of the Rental Period, You must:

• pay all unpaid charges under clauses 6.1 and 6.2
• pay all amounts payable under clauses:
  • 1 Refuelling Fee; and
  • 2 and 5.3 (Roadside assistance); and
  • 8 (Vehicle relocation); and
  • 10 (Vehicle cleaning); and
  • 9 (Your Liability), which includes the Loss or Damage Liability, Subsequent Loss or Damage Liability, Unsealed Road Loss or Damage Liability, any charges excluded from Loss or Damage Liability cover under clause 9.3 and any roadside assistance and call out fees or associated charges related to any WINT cover; and
  • 1 (Toll Roads); and
  • Cedrent Enterprises’ Traffic Infringement Administration Fee or Toll Road Administration Fee as set out in Schedule 6, for each traffic or parking infringement or unpaid toll road notice We receive.

6.4 If You pay for the hire of the Vehicle by directing Cedrent Enterprises to bill charges to a charge account or to some other person, corporation, or entity who or which fails to make payment when called upon by Cedrent Enterprises, You accept that You and any Additional Driver/s, jointly and severally, are primarily liable and must immediately pay the full amount due to Cedrent Enterprises on demand.

6.5 From the end of the Rental Period, You must pay any charges and obligations not already paid but for which You are liable to pay in this Rental Agreement. You authorise Cedrent Enterprises to debit your credit card or debit card for any loss You are liable for under clause 9 of this Rental Agreement. If You are ordinarily resident in Australia and have an Australian drivers licence, Your credit card or debit card will not be charged without You receiving notice or You having the opportunity to dispute the charges.

6.6 You will be charged interest at the current ANZ Bank standard business overdraft rate plus 3% per annum calculated on a daily basis on all outstanding accounts or charges until fully paid.

6.7 A Credit Card Fee will be charged for payments made by credit or debit card as shown in Schedule 6.

6.8 All charges are in Australian Dollars unless otherwise stated. No compensation will be given for exchange rate fluctuations between the dates of charge and refund processing.

7. Return of Vehicle

7.1 You must return the vehicle to Cedrent Enterprises during the Business Hours of the return location and by the Time Due In stated on Your Rental Agreement, unless You have requested and received written approval from Cedrent Enterprises for an extension; and

7.2 at the Cedrent Enterprises location stated in Your Rental Agreement, unless another return address has been agreed in writing by Cedrent Enterprises.

7.3 You remain responsible for any loss of, or damage to, the Vehicle until Cedrent Enterprises staff physically take possession of the Vehicle and complete an inspection, including:

• where You return the Vehicle during Business Hours and leave before Cedrent staff inspect it. Cedrent will complete the inspection within four hours of return; and
• where You return the Vehicle outside Business Hours, use a key-drop facility, leave the keys with a third party (authorised or not), or leave the Vehicle anywhere other than directly with Cedrent staff. In these circumstances, liability continues until Cedrent takes possession and inspects the Vehicle, which Cedrent will do within four hours of opening the location.

7.4 If You return the Vehicle outside Business Hours, rental charges will continue until the location next opens for business and Cedrent is able to take possession.

7.5 Key Drop Returns - If returning the Vehicle using a key-drop facility, You must:

• ensure the Vehicle is locked and secure;
• place the keys in the designated key-drop box; and
• upload clear end-of-rental photographs of all exterior panels, wheels, windscreen and interior via the link provided before leaving the Vehicle. These photographs may be used to validate the condition of the Vehicle. Cedrent Enterprises does not accept liability for theft, loss or damage occurring before the Vehicle is inspected.

7.6 Vehicle Inspection - Cedrent Enterprises will carry out a Vehicle inspection as soon as possible after You return the Vehicle. You are responsible for any new damage identified during inspection, excluding fair wear and tear.

7.7 Missing Items - The Vehicle must be returned with all original components and accessories. You are liable for the replacement cost of any missing items, including but not limited to hub caps, fuel caps, parcel shelves, luggage screens and aerials.

7.8 Relocation - If You return the Vehicle to a location other than the one stated in Your Rental Agreement or otherwise agreed in writing, a Vehicle Relocation Charge will apply, as set out in Cedrent Enterprises’ current schedule of charges.

7.9 Early Return - If You return the Vehicle prior to the Time Due In, You will not be entitled to a refund where rental charges were paid to a third-party agent. If You paid Cedrent Enterprises directly, You may be entitled to a partial refund. Cedrent will, acting reasonably, recalculate the rental based on the actual duration of the hire using the applicable daily, weekly or monthly rate that would have applied at commencement, and may deduct an amount for any loss of earnings reasonably suffered by Cedrent due to the early return.

7.10 Vehicle Cleaning - If the Vehicle is returned excessively soiled, or if smoking or vaping has occurred in the Vehicle, an Excessive Vehicle Cleaning Fee will apply, as set out in Cedrent Enterprises’ schedule of charges.

8. Termination of this rental agreement

8.1 Cedrent Enterprises may terminate the Rental Agreement and require the immediate return of the Vehicle or re-possess the Vehicle if Cedrent Enterprises has a reasonable ground to believe that:

• You have committed a serious breach of a term or condition of the Rental Agreement, and:
  • the breach cannot be remedied; or
  • the breach can be remedied and the breach has not been remedied within a reasonable time of Cedrent Enterprises notifying You of the breach; or
• it is likely that You may cause damage to the Vehicle or harm to a person or damage to property through Your use of the Vehicle; or
• the Vehicle is damaged and Cedrent Enterprises deems it no longer roadworthy or safe to drive. Any monies paid by You to Cedrent Enterprises for rental time and kilometre charges and fees and charges for options (excluding Loss or Damage Liability Reduction) at the commencement of the Rental Period and not used to cover costs for the return or re-possession of the Vehicle may be refunded to You

8.2 Where clause 8.1 applies, You must pay Cedrent Enterprises, reasonable costs of retaking the Vehicle plus all other costs and charges payable under the Rental Agreement.

9. Your liability

9.1 Cedrent Enterprises does not in any way represent itself to You as carrying on the business of insurance.

9.2 Loss or Damage Liability cover:

1. a) In the event there is damage or loss to the Vehicle or third-party loss, as a consequence of Your use of the Vehicle, You are liable for:
   • the lesser of the reasonable cost of repairs to the Vehicle and, the greater of the finance payout value of the Vehicle and the market value of the Vehicle at the time of the loss;
   • the reasonable legal expenses, debt recovery charges, appraisal and assessment fees, towing and Vehicle recovery, storage and service charges;
   • the damage or consequential third-party loss to the property of any person, which arises from or is contributed to by Your use of the Vehicle;
   • Cedrent Enterprises Incident/Accident Administration Fee for administration and debt recovery in relation to Your loss or damage claim as shown in Schedule 6 (Table of Standard Fees and Charges) and
   • the consequential loss of income suffered by Cedrent Enterprises for being unable to rent the Vehicle whilst in for repair. This is calculated as the number of days that the Vehicle is unavailable to rent multiplied by the daily rate for the Vehicle at the location adjusted by the utilisation for that type of vehicle during the period it is unable to be rented.

You are responsible for up to a maximum of the amount of Loss or Damage Liability. This amount is reduced if You purchased Loss or Damage Liability Reduction cover.

1. b) If You are liable for the Loss or Damage, once the Vehicle damage and all costs have been estimated and assessed:
2. You will receive a letter outlining the costs to repair the Vehicle, towing and storage charges and our claims Incident/Accident Administration Fee and any other charges.
3. Cedrent Enterprises will provide You with documents to substantiate repair or replacement costs or estimates and other charges, including details of how the charges have been calculated.

• Cedrent Enterprises estimate of the damage and other charges will be deducted from Your credit or debit card. If You are ordinarily resident in Australia and have an Australian drivers licence, the charges will be deducted from Your credit or debit card seven days after notice has been provided to You.

1. c) In the event the loss or damage to the Vehicle occurred in an incident or accident involving a third- party:
2. if You report in writing that a third-party has been involved in the incident or accident, Cedrent Enterprises will take reasonable steps to determine fault and where practicable, obtain an admission from the third-party or it’s insurer; and
3. if Cedrent Enterprises obtains that admission within seven days and You are ordinarily resident in Australia and have an Australian drivers licence, You are not liable for the loss or damage and Cedrent Enterprises will not debit Your credit card or approved debit card.
4. d) In the event that You are liable for the Loss or Damage and You have purchased separate insurance cover from a third-party or are otherwise covered for Your Loss or Damage Liability, Cedrent Enterprises will not act as Your agent and You must pay the Loss or Damage Liability to Cedrent Enterprises and claim it back from the insurer or third-party providing that insurance cover.

9.3 Exclusion from Loss or Damage Liability cover

Your liability for the charges specified in clauses 9.2(a), 9.2(b), 9.2(c), 9.2(d), shall not exceed the Loss or Damage Liability (or Loss of Damage Liability Reduction if applicable) unless:

1. You have seriously breached any term or condition of this Rental Agreement and that breach has a causal link to loss or damage, including breach of clause 3 (Prohibited Use of Vehicle), clause 6 (Your Financial Obligations to Cedrent Enterprises) and 11 (Your obligation in case of an accident or claim).
2. the Vehicle or any third-party property is damaged by loading or unloading goods or by a person stepping, standing or sitting on the roof or on any other panel of the Vehicle.
3. the Vehicle or any third-party property is damaged by driving the Vehicle under or into an object lower than the height of the Vehicle.
4. the Vehicle is totally or partially immersed in water as a result of driving into flood waters or a flooded area or on a submerged road or by not taking reasonable care not to park the Vehicle where it may be subject to water immersion.
5. the interior of the Vehicle is damaged except as a result of collision damage or fair wear and tear.
6. any original component or accessory of the Vehicle is missing or has been replaced without Cedrent Enterprises approval.
7. You have failed to secure any load or equipment which leads to loss or damage to the Vehicle or to any third party property caused by any part of the load or equipment.
8. You fail or neglect to take reasonable steps to protect the safety of the Vehicle during or after the occurrence of an accident or breakdown (including following any reasonable instructions given by Cedrent Enterprises).
9. the claim relates to property (including another vehicle) You or any member of Your family or a person closely associated with You owns or has physical, legal custody or control of.
10. You refuse to take a breath or blood test or Your blood alcohol concentration exceeds the lawful percentage whilst driving the Vehicle or You are under the influence of a drug that would prohibit You from driving under any law applicable in the State or Territory in which You are driving at the time of the event resulting in the loss.
11. the loss is caused by Your use or intended use of the Vehicle for an illegal purpose.
12. You wilfully or maliciously damage the Vehicle.
13. the loss is caused by Your wilful contravention of any legislation or regulation controlling vehicular traffic.
14. the loss is caused when You drive a Two Wheel Drive Vehicle on an Unsealed Road and You exceed the sign posted speed limit or 50 km/h, whichever is lesser.
15. more than one accident or incident occurs. Should more than one accident or incident occur Your liability for each subsequent incident (after the first) will be the Subsequent Loss or Damage Liability noted on Your Rental Agreement Part A for each subsequent incident.
16. the Vehicle is missing or stolen, and You have not kept the Vehicle locked when not in use, the keys secure and under Your personal control or You have not produced and returned the keys to Cedrent Enterprises.
17. You give the Vehicle to or permit any person/s to drive the Vehicle who is not an Authorised Driver and as a result cause Loss or Damage to the Vehicle.
18. Your Vehicle is a Truck, Goods Van or a Passenger Van with 12 or more seats and;

• damage results from reversing the Vehicle; and or
• damage is occasioned to the body of the Vehicle at or above windscreen centreline height; and or
• damage is occasioned in a single vehicle accident to the body of the Vehicle behind the driver’s seating position; and or
• damage is as a result of carrying goods of greater mass than the recommended capacity of the Vehicle or otherwise than in accordance with the Vehicle manufacturer’s recommendations; and or
• damage is occasioned to the interior of the Vehicle.

1. the loss or damage is the result of a Single Vehicle Accident and the Vehicle is a Two Wheel Drive Vehicle hired from a Remote Location and driven at Night outside city or town limits where there are no streetlights or reduced speed zones.
2. the Driver of the Vehicle is under 25 years of age and the Vehicle is not a vehicle that an under 25 year old driver is permitted to drive.
3. the damage is Undercarriage Damage that is caused by or directly results from contact between the underside of the Vehicle and any parts of the road or roadway or any object or obstruction including kerbs, gutters, speed humps, barriers, or wheel stops. Refer to the definition of Undercarriage Damage.

• Windscreen damage & Tyre Damage (“WINT”) cover. You are responsible for damage caused to the windscreen and tyres during the rental period unless You purchased WINT cover at the start of the Rental Period, in which case Your Vehicle will be covered for any damage caused to the windscreen and/ or tyres during the Rental Period.

• Loss or Damage Liability Reduction or “LDR”: If You elect and pay for LDR prior to rental commencement Cedrent Enterprises agrees to take the risk of damage or loss and assume payment of Your LDL in part or in full. However, if You are under 25 years of age and the Vehicle is a Commercial Vehicle You are not permitted to purchase Loss or Damage Liability Reduction or otherwise reduce Your Loss or Damage Liability.

10. Your obligation to release and indemnify Cedrent Enterprises

10.1     Cedrent Enterprises Vehicles and other products and services come with non-excludable consumer warranties under consumer protection legislation including that the products are of acceptable quality and reasonably fit for purpose and the services are provided using an acceptable level of care and skill. Subject to Cedrent Enterprises meeting its obligations under law, You agree:

1. a) to release Cedrent Enterprises from any claim You make for loss or damage of any personal property which has been:

• stored in the Vehicle; or
• stolen from the Vehicle; or
• otherwise lost during the Rental Period; or
• left in the Vehicle after it has been returned to Cedrent Enterprises; or (v) stored or left at Cedrent Enterprises premises.

11. b) to indemnify Cedrent Enterprises for any third-party claims arising from Your use of the Vehicle if the claim arises from Your serious breach of the Rental Agreement, including, failure to pay the Loss or Damage liability or to comply with clause 11.1 (Your obligations in case of an accident or claim).
12. Your obligation in case of an accident or claim

11.1 Where the use of the Vehicle by You, or any other person results in an accident or claim, or where damage or loss is sustained to the Vehicle or any third party or if the Vehicle has been stolen, You must:

• Immediately report such incident to the local police and Cedrent Enterprises.
• make best efforts to obtain and then immediately provide Cedrent Enterprises with the following information where a third party is involved in the accident or claim:
  • the other party’s driver’s details: name, address, phone number, email address and driver licence number; and
  • details of all other parties’ property involved including vehicle registration, make model and colour, insurer; and
  • details of all other parties’ property damage, take photos of the damaged area/s; and
  • names and contact details of any witnesses and police in attendance; and
  • name and contact details of any towing contractor; and
  • street name and nearest intersection, landmarks and direction of travel of Your vehicle and other vehicles.
• Immediately furnish the information set out in clause 11.1(b) to Cedrent Enterprises in a fully and accurately completed, legible and signed Collision or Damage Report Form. Failure to submit within seven days of any incident will constitute a serious breach of this Rental Agreement.
• Complete and furnish to Cedrent Enterprises within a reasonable time any statement, information or assistance which Cedrent Enterprises or its insurer may reasonably require, including attending at a lawyer’s office and at court to give evidence. Your reasonable expenses will be reimbursed.
• Not make or give any offer, promise of payment, settlement, waiver, release, indemnity or admission of liability.
• Permit Cedrent Enterprises or its insurers at its own cost to bring, defend, enforce or settle any legal proceedings against a third-party.
• Forward to Cedrent Enterprises any claims or correspondence from third-parties immediately and no later than seven days of receipt.

11.2 In the event that You report the Vehicle stolen You must return the keys to Cedrent Enterprises immediately.

12. Severability

12.1     In case any clause or part of a provision of this Agreement is invalid, illegal, unlawful or otherwise being incapable of enforcement, that clause or part of a clause shall be read down only to the extent necessary to make it valid, legal, lawful or enforceable; and

12.2      If it cannot be read down, it is deemed to be severed from this Agreement and of no force and effect, and

• all other clauses or parts of clauses of this Agreement shall nevertheless prevail and remain in full force and effect, be valid and fully enforceable and
• no clause or parts of clauses of this Agreement shall be construed as being dependent upon another clause or part of a clause unless so expressed herein.

13. Toll Roads

13.1   If You travel on a Toll Road and go through a toll collection point, Your credit card or debit card will be charged for the toll charge and an administration fee per toll point. If We offer You a Toll Pass Waiver option and You elect and pay for the Toll Pass Waiver option, You do not need to pay the toll charges or administration fee. For details refer to Schedule 6.

13.2   If You use Your own toll road device, account, or elect Your own independent coverage for the Vehicle You will still be charged the relevant fee by Cedrent Enterprises if the Vehicle is recorded as having passed through an electronic toll point and Cedrent Enterprises receives a toll road charge.

• Cedrent Enterprises will not be responsible for any additional costs incurred by You for additional costs applied to You for the non-removal of any toll road device or account from the Vehicle.
• You will be responsible for any duplication of charges resulting from the use of Your own toll road device that is additional to toll road fees You must pay to Cedrent Enterprises.
• Cedrent Enterprises is not required to make any representations on Your behalf to any toll road service provider.

13.3     Cedrent Enterprises will send an updated Tax Invoice for all amounts charged to You including toll road fees and charges and other rental charges to the email address provided by You. The Tax Invoice will be sent within forty-five days of receipt of same by Cedrent Enterprises from its toll road

service provider. If You do not provide an email address to Us Cedrent Enterprises will not send a Tax Invoice to You.

14. GPS, Navigation Systems & IVMS

14.1      Cedrent Enterprises does not rent standalone Global Positioning System (“GPS”) devices. However, some Vehicles may be equipped with built-in or integrated navigation systems, including manufacturer-installed GPS, Apple CarPlay, Android Auto or similar technology (together, “Integrated Navigation Systems”).

14.2     Integrated Navigation Systems are provided for Your convenience only. Cedrent Enterprises makes no guarantee as to the accuracy, completeness or currency of any navigation instructions. You use any Integrated Navigation System at Your own risk, and You remain solely responsible for:

(a) ensuring all routes comply with applicable road laws, restrictions, height/load limitations and Cedrent Enterprises’ Area of Use requirements;
(b) driving safely and not relying solely on navigation prompts; and
(c) ensuring Your device (where applicable) is safely secured and used legally under State or Territory legislation.

14.3      Certain Commercial Vehicles may also be fitted with In-Vehicle Monitoring Systems (“IVMS”), which may include GPS tracking, driver behaviour monitoring (such as speed, harsh braking or acceleration), engine data and off-road activity. IVMS is installed for safety, operational efficiency and compliance purposes.

14.4      By renting a Commercial Vehicle equipped with IVMS, You consent to Cedrent Enterprises collecting, using and disclosing IVMS data for lawful purposes including fleet management, safety investigations, compliance reporting, service scheduling and incident/accident analysis.

15. Personal Property Securities Act 2009 (Cth)

15.1 Security agreement: This Agreement is a security agreement for the purposes of the PPS Act.

15.2 Registration: Cedrent Enterprises or a third party nominated by us may register a financing statement on the PPS Register (as defined in the PPS Act) in relation to any security interest contemplated or constituted by this Agreement, including in any Vehicle and any proceeds derived directly or indirectly from dealing with a Vehicle.

15.3 Attending to requests: You agree to do anything Cedrent Enterprises requires in a timely manner so that we acquire and maintain one or more perfected security interests under the PPS Act (by registration or otherwise) including in respect of any Vehicle and all proceeds.

15.4 Prohibition to create security interest: You agree You must not create any security interest in Your or anyone's favour including in any Vehicle and/or any proceeds.

15.5 Prohibition to register: You agree You must not register, or permit anyone to register, any financing statement or financing change statement on the PPS Register.

15.6 Wavier of notice: You agree that You waive Your right under section 157 of the PPS Act to receive a copy of the verification statement relating to a security interest created under this Agreement.

15.7 Contracting out: Where the security interest is not used predominantly for personal, domestic or household purposes, to the extent permitted by the PPS Act:

• these enforcement provisions in Chapter 4 of the PPS Act do not apply – sections 95, 96,

121(4), 125, 130, 132(3)(d), 132(4), 135, 142, and 143; and

• these provisions in Part 4.3 of the PPS Act do not apply – sections 127, 129(2), 129(3), 130(1), 132, 134(2), 135, 136(3), 136(4), 136(5), and 137.

16. General Provisions

16.1     Words used in this Rental Agreement to denote singular words include the plural.

16.2      These Schedules to this Rental Agreement are part of this Rental Agreement. If we haven’t covered what’s on Your mind or You’re unsure of anything we’ve talked about in this agreement, please email customer.service@cedrent.com.au for more information.

16.3     The laws of the state or territory of the rental location from which You collected the Vehicle will govern this Rental Agreement.

Schedule 1 – Vehicle Damage Monitoring & Repair Policy and Procedure

Policy

Cedrent Enterprises aims to be the industry leader for rental vehicle presentation, maintenance, repair, customer relations and procedural transparency. Our Vehicle Damage Monitoring and Repair Policy & Procedure is provided here to give transparency to Cedrent Enterprises processes of assessing damage, repairing and maintaining its vehicles.

Cedrent Enterprises policy is to provide Vehicles that are well maintained, and safety is never compromised. Cedrent Enterprises will take care to ensure You are fully aware of any Vehicle damage at the time the rental commences.

Cedrent Enterprises will make every effort to give You an opportunity to inspect Your rental vehicle, should any new damage be detected upon return from rental. If You have left the rental premises before any new damage is detected Cedrent Enterprises will contact You without delay by the fastest communication possible.

Cedrent Enterprises rental officers are comprehensively trained to understand the need to provide vehicles of the highest possible standard and to thoroughly inspect vehicles before and after each rental. Should Vehicle repairs become necessary, Cedrent Enterprises will ensure that repairs are always carried out competitively and professionally. Cedrent Enterprises will only contract suitably qualified repairers to carry out repairs and minimise the time spent off road in repair. Cedrent Enterprises will always act with honesty and integrity in all of its dealings.

Procedure

Start of the rental inspection procedure

Cedrent Enterprises will take a series of photos of the condition of the vehicle prior to your arrival. When you arrive, these photos will be emailed to you for your own reference of the condition of the vehicle as well as stored in our vehicle condition database.

After you’ve left the counter, you can view the photos via a link in the email. This is also your opportunity to upload your own photos if you think something has been missed.

Any photos should be taken before leaving the vehicle collection area. As per the car rental code of practice if this opportunity is not available or the vehicle is collected in poor lighting or bad weather, then the pictures need to be taken within an hour of pick-up.

If You believe there is additional damage not noted, and don’t have the means to take photos to upload to our database via the email provided, notify a Cedrent Enterprises staff member who will ensure to record and update additional photos on your behalf prior to the commencement of the rental.

Post rental vehicle damage recording procedures

When You return a Vehicle during Business Hours, Cedrent Enterprises will conduct a post rental inspection in your presence, unless You do not wish to wait. You may take photos of any damage to the Vehicle.

If You leave our rental station before We inspect Your Vehicle, Cedrent Enterprises will conduct an inspection of the Vehicle not more than 4 hours after the return.

If You returned the Vehicle outside Business Hours, Cedrent Enterprises will use its best endeavours to conduct an inspection of the Vehicle within 4 hours of the rental location opening for business.

You are responsible for any loss or damage to or associated with the Vehicle until Cedrent Enterprises staff takes possession of the Vehicle, including where you use our key drop facility, leave the keys with a third-party (whether or not authorised by us), leave the Vehicle at our premises outside our Business Hours or leave the Vehicle elsewhere. If this is a concern, we suggest You return the Vehicle during Business Hours and notify us prior to Your return that You require an immediate inspection.

In Our post rental inspection, Cedrent Enterprises staff will:

• will check over the body, windscreen, windows, interior, wheels, tools and accessories of the Vehicle for damage or missing parts,
• review Cedrent Enterprises Vehicle Inspection Report completed on Vehicle pickup to ascertain whether any damage is new or pre-existing and if it is new,
• photograph any new damage, and
• prepare and give you a Vehicle Inspection Report noting the new damage.

If You are not present at a post rental inspection where Cedrent Enterprises identifies new damage to a Vehicle, We will contact You and send You the Vehicle Inspection Report and photos of the new damage.

Cedrent Enterprises will store any photos of the new damage. We use the AFIA Fair Wear & Tear Guide, a copy of which is available at https://www.afia.asn.au/carrental-code, to distinguish between fair wear and tear and damage caused during a rental.

Cedrent Enterprises will obtain itemised estimates and an assessment of the new damage cost.

Cedrent Enterprises will provide You with documents to substantiate repair or replacement costs or estimates. Our communications to You will provide contact details so that You can obtain further information about any damage detected in the post rental inspection.

FAQ’s

How long is the damage repair process?

Each claim is unique and resolution time frame for each claim varies.  If your incident involves only your vehicle, and not a 3rd party the case should be resolved in 10 business days.

What if another Party is at Fault?

If another person has caused the damage the Rental Company attempts to recover all costs from that party and/or Insurer.  If the Company is successful in recovering all costs, the amount paid by you will be refunded.  For more information please refer to Clause 8 Terms and Conditions “Your Liability”.

Why are you charging for the full Liability when it is small/minor damage?

Until the vehicle has been assessed we cannot confirm the final costs.  In some circumstances including tyres and windscreen repairs, a nominated amount will be pre authorised pending final charges.

When does the Damage Liability get charged?

Once damage has been detected, your selected damage liability will be immediately pre authorised.  When full costs are known you will receive a detailed email and the final cost will charged to the nominated credit card within 24 hours releasing the pre authorisation.  Please note Damage costs may also include Towing Fees, Loss of Use, Administration Fee and an Assessment Fee.

What is Credit Card Pre Authorisation?

A pre-authorisation simply secures an amount of Your credit card allowing Us access to the funds.  Once the final cost of damage is known the credit card will be charged releasing the pre authorised amount.

I don’t have enough money on my card for the damages, what happens next?

You will remain liable for all rental charges including damage and third party charges (that may arise in future) until all monies have been paid.  Please note overdue amounts may be forwarded to collections.  Please contact us to discuss payment options where hardship occurs.

Can I have a replacement vehicle?

If the vehicle is damaged and no longer roadworthy the Rental Company will not provide a replacement vehicle to at fault customers.  Once the Company and its Insurers are satisfied there is minimal risk, a replacement vehicle may be offered under a new rental agreement.

Please note that customers will be liable for towing charges outside of the metropolitan area.”

For further assistance, please contact our Claims Department at claims@cedrent.com.au or 1300 106 666 ext 403.

Schedule 2 – Security Bond Information

Bonds

At the start of each rental Cedrent Enterprises requires a security bond.

If Cedrent Enterprises makes a preauthorisation on Your credit card, it simply secures an amount of Your credit card allowing Cedrent Enterprises access to the funds for any additional charges for fuel, rental extensions, traffic infringements or if damage is caused to the Vehicle while under Your care. If Cedrent Enterprises does not process a charge the pre-authorisation is automatically cancelled by Your credit card provider. In the event a preauthorisation remains on Your online statement 14 days after your return, Cedrent Enterprises can reverse the transaction upon request, however, it is up to Your individual bank to release the funds.

By entering into the Rental Agreement, you give Cedrent Enterprises specific authority to debit the card within a reasonable time of any damage being detected, a vehicle being identified as stolen or missing, a claim for third-party loss, a claim being sent to Cedrent Enterprises for an infringement, fine or toll during the period of rental or an accident claim being lodged. As soon as We become aware of any Loss or Damage relating to Your rental We will pre-authorise Your credit or debit card for the amount of the Loss or Damage Liability shown on Part A of the Rental Agreement. The pre-authorised amount will be held on Your credit or debit card until Cedrent Enterprises has determined Your liability. If You normally reside in and Your drivers licence was issued in Australia, Cedrent Enterprises will not debit Your card for any such charges without giving You at least seven days’ notice and an opportunity to dispute the charges. Cedrent Enterprises will not debit Your card if clause 9.2(c) (ii) applies. It is a specific condition of the Rental Agreement that this authority is provided to Cedrent Enterprises.

Schedule 3 – Dispute Resolution Policy

Cedrent Enterprises is committed to providing its customers with quality products and exceptional service. However Cedrent Enterprises understands that occasionally problems may arise and seeks to resolve these as quickly as possible.

If You have a comment or complaint about any aspect of Your experience with Cedrent Enterprises we want to hear about it. Your feedback helps us to identify and address issues with our service and thereby improve the Cedrent Enterprises experience for all customers.

We aim to conduct complaints handling in a fair, transparent and timely manner.

We ask that You raise any issues or provide feedback directly with the rental location You are collecting the Vehicle from or returning to. If the problem is not resolved to Your satisfaction within seven days, please raise Your concerns to customer.service@cedrent.com.au

If it is not possible to raise Your issue directly with the rental location or if it involves another area of

Cedrent Enterprises activities You should email comments to escalations@cedrent.com.au

Your comments will be acknowledged and an initial response will be provided within five working days. It may take longer to ultimately resolve the issue depending on its complexity.

Cedrent Enterprises aims to resolve any complaint within fifteen working days of the date of receipt of the complaint, provided we have all necessary information and have completed any investigation required. If Cedrent Enterprises cannot respond within fifteen business days because we do not have all necessary information or have not completed an investigation, We will let You know as soon as reasonably practicable within the fifteen-working-day timeframe of the revised response date.

If You are unsatisfied with the response from Cedrent Enterprises Customer Experience Team You may ask for the matter to be reviewed. The Customer Experience Team will then pass the matter on to the Senior Manager with responsibility for the area of Your comments. The Senior Manager will then review Your complaint and provide a response in writing of the final decision in relation to the complaint, including the reasons for that decision and Your right to take the dispute to external dispute conciliation.

Schedule 4 Fitting of Child Restraint Policy

If Cedrent Enterprises provides a child restraint, Cedrent Enterprises staff may assist You however please be aware that for safety reasons Cedrent Enterprises cannot install a child restraint for You. It is Your responsibility to ensure that the child restraint is suitable for Your child, is correctly installed and that Your child is safely restrained.

Cedrent Enterprises does not take any responsibility for incorrect fitting, fines, injury or death caused by the fitting of the seat in the Vehicle.

It is Your responsibility to comply with the applicable State or Territory seat belt and child seat restraint laws. Fines may be imposed by police on any occupant who does not have a seat belt or who has not fitted or properly adjusted a child seat restraint for a child. You are responsible for checking a child seat is fitted correctly in the Vehicle.

Schedule 5 Contacts

If you need to discuss any aspect of your rental or, ultimately, are not happy with your rental experience, you have the following options:

During your rentals

If you have any questions or problems during your rental (e.g., to change the Return Time or return location) you can telephone our Customer Care Centre or relevant location at any time using the number provided on the Rental Agreement. You can raise any other issues arising from the rental with our location staff on return.

After your rentals

Ask our Customer Care team. If you disagree with any charges on your return or have a complaint relating to your rental experience or privacy, you should:

• call the Customer Help Desk using the details on your rental agreement.
• using the contact details provided below and our team will help resolve any issues.

We aim to deal with all customer contacts within 15 days.

Key Contacts

Key Websites

Schedule 6 Table of Standard Fees and Charges