Frequently Asked Questions (FAQs)

Can I modify my booking after it’s been confirmed?

Yes — you can modify your booking before pickup, subject to availability. Changes such as dates, times, or vehicle type may affect the rental price. We recommend contacting us as soon as possible if you need to make an update.

Can I change my pickup or drop-off location after booking?

In most cases, yes. Changing locations is subject to availability and may incur a relocation fee. Please contact our team to confirm what’s possible for your booking.

Can I cancel my booking?

Yes. Cancellation terms depend on the type of booking and how close you are to your pickup time. Any applicable cancellation fees will be outlined in your booking confirmation and our Terms & Conditions.

What happens if I don’t show up for my booking?

If you don’t collect your vehicle and haven’t contacted us, your booking may be treated as a no-show. No-show fees may apply, and the vehicle may be released to another customer.

Can I make a same-day booking?

Yes — same-day bookings are available, subject to vehicle availability. We recommend booking online as early as possible and allowing time to complete the pickup process.

Can I book on behalf of someone else?

Yes, you can book on behalf of another driver. However, the main driver must meet all licence requirements and be present at pickup with their valid driver licence and payment card.

Can I extend my rental?

Extensions are subject to availability. Please contact us before your scheduled return time to request an extension. Additional charges will apply for the extended period.

What happens if I return the car late?

Late returns may incur additional charges. We offer a grace period of up to 59 minutes after your scheduled return time. If you think you’ll be delayed, please contact us as soon as possible so we can advise on options and fees.

What happens if my flight is delayed?

If your flight is delayed, let us know as soon as you can. For airport and shuttle pickups, we’ll do our best to accommodate your updated arrival time within operating hours.

Do I receive a booking confirmation?

Yes. Once your booking is confirmed, you’ll receive a confirmation email with your booking details. Please check this carefully and contact us if anything looks incorrect.

Can I transfer my booking to another person?

Bookings are not transferable. The person collecting the vehicle must be listed as the main driver and meet all rental requirements.

What documents do I need at pickup?

To collect your vehicle, please bring:

– A valid driver licence (for all drivers)
– A nominated credit card or debit card in the main driver’s name
– Any other required documents outlined in your booking (such as proof of address for local renters).

I live locally — are there any extra requirements for local renters?

If this is your first time renting with East Coast Car Rentals and you live within 150km of the branch you’re collecting from, we’ll just need a little extra information at pickup.

You’ll be asked to provide:

– A utility bill dated within the last 3 months as proof of address
– The address on the bill must match your driver’s licence

Accepted utility bills include:

– Electricity
– Gas
– Water
– Rates
– Internet or phone

Digital copies are fine.

A Rental Security Bond of $1,000 is also required and will be held as a pre-authorisation on your nominated card.
If you’ve rented with us before, you won’t need to provide a utility bill again.

Who can drive the rental car?

All drivers must meet our age and licence requirements and be approved at the time of rental. Only drivers listed on the rental agreement are permitted to drive the vehicle.

Why do you ask for proof of address for local renters?

This is a standard security requirement for first-time local rentals and helps us keep our vehicles, customers, and pricing fair for everyone.

What documents do I need to collect the car?

The main driver must present:

– A valid driver licence held in their name
– The payment card used for the booking

International drivers must also present a passport. If your licence is not in English, an International Driving Permit or official English translation is required.

Can international drivers rent a car?

Yes. International drivers are welcome to rent with a valid overseas driver licence and passport. If the licence is not in English (Roman Alphabet), an International Driving Permit or approved translation is required.

Do all drivers need to be present at pickup?

Yes. All additional drivers must be present at pickup and provide their valid driver licence to be added to the rental agreement.

Can someone else drive the car? (Additional drivers)

Yes. Additional drivers are permitted provided they meet the same age and licence requirements as the main driver and are added to the rental agreement at pickup. Additional driver fees will apply. Refer to our Fees & Charges guide.

Can I rent a car with a provisional (P-plate) licence?

Yes, Australian provisional licence holders may rent a vehicle provided:

– The licence has been held for at least 12 months
– P-plates are displayed in line with state regulations
– Loss Damage Waiver (LDW) is purchased
– An underage surcharge applies for drivers aged 21–24

Can I rent a car with a learner licence?

No. Drivers holding a learner licence are not permitted to rent or drive our vehicles.

Is there a maximum driver age?

No. There is no maximum age limit; however, all drivers must meet our licence and eligibility requirements.

Do you accept digital driver licences?

No, a physical driver’s licence must be presented.

Can I rent a car for a driving test?

No. Rental vehicles cannot be used for driving tests.

Can I book on behalf of someone else?

Yes, you can make a booking on behalf of another person. However, the main driver must meet all requirements and be present at pickup with their own valid licence and payment card.

What are your branch operating hours?

Branch operating hours vary by location. Current opening hours are listed on each branch’s location page and in your booking confirmation. We recommend checking these details before arrival.

What happens if I arrive outside business hours?

After-hours pickup or return may be available at some locations by prior arrangement. Additional fees may apply. Please contact us in advance to confirm availability and instructions.

Are your hours different on public holidays?

Yes. Public holiday hours may differ from standard operating hours and can vary by location. Any changes will be listed on the relevant branch page or communicated prior to your booking.

Where do I go when I arrive at the airport?

Arrival instructions vary depending on the branch and whether the location is on-airport or off-airport. Detailed pickup instructions are included in your booking confirmation and any pre-arrival messages.

How long does pickup usually take?

Pickup times can vary depending on demand, time of day, and seasonality. During peak periods such as school holidays, we recommend allowing extra time.

Is there a grace period if I am late returning my vehicle?

We allow a grace period of up to 59 minutes after your scheduled return time. If the vehicle is returned 60 minutes or more after the return time, additional charges may apply in line with your Rental Agreement. If you’re running behind, please contact our team on 1800 028 881 as soon as possible so we can help.

What happens if my plans change on the day?

If your arrival time changes, please contact us as soon as possible. We’ll do our best to accommodate changes within operating hours, subject to availability.

Do I need to contact you before I arrive?

In most cases, no. However, if you expect to arrive outside business hours or have not received your pickup instructions, please contact us before arrival.

Do you offer a free shuttle service from the airport?

Yes. For branches located off-airport, we provide a complimentary shuttle bus service to and from the airport.

How does the complimentary shuttle service work?

If your booking is with an off-airport branch, you’ll receive an SMS 24–48 hours before your scheduled pickup time. This message includes:

– Shuttle collection instructions
– How to confirm your pickup
– Any relevant timing or meeting point details

Please ensure your contact details are correct at the time of booking so you receive this message.

Do I need to book the shuttle separately?

No. The shuttle service is included with eligible bookings and does not need to be booked separately. Instructions are sent automatically prior to your pickup.

What happens if I haven’t received my shuttle SMS?

If you haven’t received your SMS within 24 hours of your pickup time, please contact us so we can confirm your shuttle details.

Is the shuttle service available at all locations?

No. Shuttle services are available at selected off-airport locations only. Availability, operating hours, and procedures may vary by branch.

What happens if my flight is delayed?

If your flight is delayed, please notify us as soon as possible. We’ll do our best to accommodate your updated arrival time within shuttle operating hours.

Is the shuttle service free?

Yes. Our airport shuttle service is complimentary for customers using eligible off-airport branches.

Will I receive the exact car I booked?

Vehicles are booked by category, not by specific make, model, or colour. While we’ll always do our best to meet preferences, the exact vehicle provided depends on availability at the time of collection.

Can I request a specific vehicle or features?

You’re welcome to make a request when booking; however, specific models, colours, or features cannot be guaranteed.

Are your vehicles automatic or manual?

Most of our vehicles are automatic. Manual vehicles may be available in select categories, subject to availability.

Can I drive the rental car anywhere?

No. For safety and insurance reasons, vehicles must not be driven:

– On unsealed roads
– On beaches
– Above the snow line
– In prohibited or restricted areas

Driving outside permitted areas may void cover and result in additional charges. Please refer to the Terms & Conditions for full details.

Can I drive the car interstate?

Yes, interstate travel is generally permitted. However, certain conditions and restrictions may apply depending on the vehicle and location. If you’re planning interstate travel, we recommend confirming details before departure. Please refer to the Terms & Conditions for full details.

Can I tow a trailer, boat, or caravan?

No. Our vehicles are not fitted with tow bars and are not permitted to tow any items.

Are pets allowed in the rental car?

Pets are not permitted in our vehicles unless they are a service animal with identification.

Are assistance animals permitted?

Yes. Accredited assistance animals are permitted in line with applicable legislation. Please advise us at the time of booking so we can note this on your rental.

Can I smoke or vape in the rental car?

No. Smoking and vaping are not permitted in our vehicles. Cleaning and deodorising fees will apply if smoking or vaping is detected.

What happens if I break a driving restriction?

Breaching driving restrictions may result in additional charges and may affect your liability and cover. Always check permitted use before driving.

What extras can I add to my booking?

Available extras may include items such as child seats and roadside assistance options. Availability varies by location and vehicle type.

Can I add extras after I’ve made my booking?

Yes. Extras can usually be added after booking, subject to availability. We recommend contacting us as early as possible to make changes.

Are child seats available?

Child seats can be requested at the time of booking and are subject to availability. Availability is not guaranteed, so if a child seat is essential to your travel plans, we recommend bringing your own.

Are child seats fitted for me?

Child seats are provided but must be fitted by the renter. This ensures the seat is installed correctly for your child and vehicle setup.

Do you provide GPS units, roof racks, or snow chains?

No. Our vehicles are not fitted with roof racks or snow chains. Most vehicles are equipped with in-car navigation or support smartphone navigation via Apple CarPlay or Android Auto (where available). We also have GPS units that can be added as an additional item to your rental. Please refer to our Booking Terms & Conditions for a list of restricted driving areas

Can I add Premium Roadside Assistance to my booking?

Yes. Roadside assistance options can be added to your booking, subject to availability. Coverage and inclusions vary depending on the option selected.

What happens if an extra or accessory is lost or damaged?

If an extra or accessory is lost, damaged, or not returned, replacement or repair costs may apply.

Can I remove an extra after booking?

Yes. Removing extras before pickup may be possible. Charges and refunds depend on the type of extra and timing of the change. Contact our team at [email protected] or call 1800 028 881

What payment methods do you accept?

We accept major credit cards and debit cards in the renter’s name. The card presented at pickup must have sufficient available funds to cover the rental charges and the holding deposit. We also accept Apple Pay, Google Pay and PayPal.

Do you accept debit cards?

Yes. Debit cards are accepted; however, higher holding deposits may apply. The debit card must be in the main driver’s name and have sufficient available funds at the time of collection. Please note: prepaid cards and vouchers cannot be used for the rental security bond.

Do you accept prepaid or virtual cards?

No. Prepaid and virtual cards are generally not accepted, as they do not allow for holding deposits or post-rental charges.

Can I use a card that isn’t in my name?

No. The payment card must be in the name of the main driver listed on the rental agreement.

Why was my card declined?

Card declines can occur for several reasons, including insufficient available funds, bank security restrictions, international transaction blocks, or incorrect card details. If your card is declined, we recommend contacting your bank directly.

What is a holding deposit (bond)?

A holding deposit is a temporary pre-authorisation placed on your card at pickup. It is not a charge and is used as security during the rental period.

Why does my holding deposit show as ‘pending’?

Holding deposits are released once the rental is finalised. The time it takes for the funds to appear back in your account depends on your bank’s processing time, which is outside our control.

When will my holding deposit be released?

We release the holding deposit after the vehicle is returned and the rental is completed. Your bank determines how quickly the funds become available again.

Will I be charged after my rental ends?

Additional charges may apply after your rental for items such as tolls, traffic or parking infringements, refuelling, cleaning, or roadside assistance. Where applicable, a tax invoice will be provided.

Why was I charged an administration fee?

Administration fees apply when we process items such as tolls or infringements on your behalf. These fees are outlined in the rental agreement.

What should I do if the car breaks down?

If you experience a mechanical issue or breakdown, please contact our roadside assistance team on 1800 648 058. Assistance is available 24/7.

Is roadside assistance included with my rental?

Mechanical breakdowns are covered. Non-mechanical issues such as lock-outs, flat batteries caused by driver error, or running out of fuel may incur a call-out fee unless you have selected a roadside assistance cover option during the booking process.

What should I do if I’m involved in an accident?

First, ensure everyone is safe. If required, contact emergency services or police. You should then:

– Collect details of all parties involved
– Take photos of the vehicles and scene where safe to do so
– Contact us as soon as possible

All accidents must be reported, even if the damage appears minor.

What happens if the car is damaged?

Damage will be assessed in line with your rental agreement and any applicable cover. You may be required to pay an excess or damage amount depending on the circumstances and level of cover selected.

What if the damage wasn’t my fault?

Even if another party is involved, damage is assessed under the rental agreement. You may be required to pay the excess initially. Any recovery from third parties or insurers is handled separately and does not guarantee reimbursement.

Do I need to report minor damage?

Yes. All damage, no matter how small, must be reported when returning the vehicle.

What happens if the car is stolen?

If the vehicle is stolen, you must report the incident to police immediately and provide us with the police report number. Liability will be assessed in line with the rental agreement and any applicable cover.

What should I do if I lose the keys or lock them in the car?

Please contact roadside assistance on 1800 648 058. Lock-outs and lost keys may incur a fee unless covered by a roadside assistance option.

What happens if I run out of fuel?

If you run out of fuel, roadside assistance can help; however, refuelling call-outs may incur a fee unless you have roadside assistance cover.

Will I be charged for roadside assistance?

Charges may apply for non-mechanical call-outs such as lock-outs, flat batteries caused by driver error, lost keys, or refuelling assistance. Any applicable charges are outlined in your rental agreement.

What is your fuel policy?

Vehicles are provided with a full tank of fuel and must be returned full. If the vehicle is returned with less fuel, refuelling charges and a service fee will apply.

What condition should I return the vehicle in?

Vehicles should be returned in a reasonably clean condition. Normal use is expected; however, excessive dirt, sand, spills, pet hair, strong odours, or smoking may result in a cleaning fee.

What counts as excessive cleaning?

Excessive cleaning includes (but is not limited to):

– Heavy sand or mud
– Food or liquid spills
– Pet hair or strong odours
– Evidence of smoking or vaping

Cleaning fees are applied based on the condition of the vehicle at return.

Can I smoke or vape in the vehicle?

No. Smoking and vaping are not permitted in our vehicles. Cleaning and deodorising fees will apply if smoking or vaping is detected.

Can I drive on toll roads?

Yes. Our vehicles are tag-less and can be driven on toll roads.

How are toll charges handled?

Tolls incurred during your rental are charged to your nominated payment method after the rental ends, along with a toll administration fee. A tax invoice will be emailed to you.

What happens if I receive a traffic or parking infringement?

If an infringement is issued during your rental period, we are required to provide your details to the relevant authority. An infringement administration fee applies for processing this on your behalf.

How will I be notified of an infringement?

Where possible, you’ll be notified once we receive the infringement notice. Timing depends on when the authority issues the notice.

How long after my rental can charges be applied?

Some charges, such as tolls or infringements, may be applied after your rental has ended due to processing timeframes outside our control.

Can I dispute a charge?

If you have questions about a charge, please contact us. Infringements themselves must be disputed directly with the issuing authority.