How we calculate how far you drive

Short answer:

There are two ways we calculate how far Borrowers drive, depending on the sharing plan and optional extras the Owner has chosen. Some cars are fitted with a device that tracks how many kilometres Borrowers drive. For other cars, we ask the Borrower to enter the odometer reading at the start and end of the trip and the Owner confirms these details after the car has been returned. 

If you borrow a car with a device fitted, you don't need to record the odometer as our device will track how far you drive automatically. If you need to enter the odometer reading, the trip instructions in the app will tell you when you pick up and return the car.

If you would like to double-check that you have been billed for the right distance, you might like to plot your trip on Google Maps and use that as a secondary source of comparison. If you're still concerned that you've been charged incorrectly, please get in touch so we can investigate.

 

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Comments

9 comments
  • Commenced trip with odometer at 194572. Ended trip 194601. I totally misunderstood the conditions of my agreement due to the failure of loading the app when collecting the utility.
    So you will refund my fuel costs, that’s good. You charge me by the kilometres.
    When will this show on my account.

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  • Hi Gregory, most trips are billed overnight, but if not it will be within a few days. If you have a pending fuel refund then we won't bill you for the trip until we've done the credit for the fuel.

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  • Ok. I’ve been alerted by the vehicle owner that the new borrower has recovered my wallet in the vehicle. The borrower has the vehicle for 4 days. Can you put me in touch with the borrower please as I require my medical cards. G

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  • If the trip includes a ferry, say from Melbourne to Tasmania, will that be included in the distance travelled if it's being calculated automatically?

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  • Hi Alan, we only charge you for the distance the car is being driven so any time spent on the ferry wouldn't be included in the total distance travelled.

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  • I used the car for less than a week and my only trips were to go to work and back home everyday, so the total amount of kilometers should not exceed 80 to 100km. I got charged for 600 kilometers! There has been a mistake and I got charge $300 just for distance. I have been in touch with your customer service team by email as well as by phone who assured me they would escalate this matter and help me, but after more than 4 weeks of trying to get in touch with you, I still haven't heard back and still don't have any resolution. How should I go from here?

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  • Hi Maud, sorry for this error and that you've had trouble getting in touch with us. I can see that this issue was resolved shortly after you posted here but if there's anything outstanding to follow up please just reply to the latest email from us.

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  • I have had the exact same issue as Maud! I was charged 422km but only drove it 67km! Sent requests for this to be rectified 3times now and nothing has happened and it has been 11days since I was charged an extra $140.

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  • Hi Christine, I'm so sorry for the delay in dealing with this case. Our response times have been far too slow the last few months as we're struggling to keep up with customer support tickets. It's not good enough and we're working hard to catch up. Someone from our support team will be in touch with you as soon as possible. Sorry again and thank you for your patience.

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