Rental Basics
- I have returned my car, when will I get my bond back?
An authority hold or frozen amount is put on hold on the credit card at the start of the rental. On the day you return your vehicle an electronic message goes to your bank to release any holding amounts. This will not appear as a credit as the funds have not been removed from your account.
Depending on who you bank with this can take anywhere from 2 – 10 days to release.
If you have a Visa or Master debit card that works the same as a credit card, this will appear as a debit online, as Debit cards do not have the ability to show frozen amounts. However they have not been removed from the account and will no longer appear on your next statement.
- What happens if I return late?
By way of explanation, rental days consist of consecutive 24 hour periods starting at the time of commencement of rental indicated on your Rental Agreement. Late fees may apply if you return the vehicle later than the agreed time.
- Why have I been charged a Cleaning Fee?
A cleaning fee is applicable should the vehicle be returned in a state other than which it was rented out in, and cleaning above Trend Car Rentals standard practices is required. E.g pet hair, sand or smoking/vaping in the vehicle.
- Can I get a refund on the days I didn’t use if I prepaid my rental?
Unfortunately there is no refund on unused days.
- What should I do if I’m involved in an accident or the car is damaged during my rental?
In the event of an accident or damage it is important not to panic. Contact the rental location as noted on the rental agreement document.
All accidents involving bodily injury must be reported to the police where the accident occurred. The driver is required to complete and file a Trend Car Rentals Damages Claim Report. In addition, the driver must complete and file any accident reports required by local authorities.
- What will I be charged when there is an accident or if I damage my rental car?
In the event of an accident or damage, you will be charged the applicable excess amount as stated on your Rental Agreement. Please note that this will be in addition to your estimated rental charges.
- What happens if the windscreen suffers a stone chip or smashes?
Windscreen repairs or replacements are not included under the standard motor vehicle cover (LDW). Windscreen & Tyre Coverage is available to cover these items and needs to be taken out at the time of booking. If the windscreen is chipped or damaged and additional coverage has not been taken out – the renter is liable for the repair or replacement costs.
- What happens if my rental car breaks down or has an issue?
Fees will apply for any at fault issues including running out of fuel, flat battery, flat tyres, lost keys or keys locked inside the vehicle. Roadside Assistance Coverage is available to cover these items and needs to be taken out at the time of booking. If this cover has not been taken out – the renter is liable for costs.
If you’re on the road and need assistance please call 1300 291 113 and help will be on the way.
- Do I need to fill up the fuel tank before returning the car?
Yes, all cars and vehicles are required to be returned with a full tank of fuel. Additional fees and charges may apply if the vehicle is returned with less than a full tank.
- What’s my responsibility when renting a Trend Rentals vehicle?
From the moment you pick up the vehicle, you—and any authorised drivers on the agreement—are financially responsible for any loss or damage, including incidents beyond your control. Damages must be photographed with time stamp day and time. Please review our terms carefully upon collection.
- What’s the minimum rental period?
The minimum rental duration is 2 days for vehicles and 1 day for trucks
- Do you offer any long‑term rental discounts?
Yes! Our daily rates reduce with longer rentals. For rentals exceeding 30 days, contact our team directly so we can tailor a long‑term rate for you or check our car subscription deals which are suitable for long term rent.
- Can I tow using a Trend Rentals vehicle?
Yes vehicles can be used for towing but we are not responsible and insurance does not cover for what is being towed.
- Can I drive my vehicle off-road?
Non-4WD vehicles must remain on sealed roads. For 4WDs, off-road or unsealed-road use may only be allowed with prior written approval and is subject to regional conditions. ( Roads must be Gazetted )
- Can I extend the rental duration?
Absolutely—you can request an extension before the rental period ends. If approved, we’ll adjust your rental and apply additional charges accordingly. (Providing we have availability)
- I have feedback about my last rental. Who can I speak to?
We’d love to hear from you! Please contact our customer service team via email or phone (details on our “Contact Us” page), and we’ll be happy to assist.
- Do you accept digital/electronic driver licences?
Yes—we accept valid Australian full non-provisional driver’s licences, physical or digital (from a government app). Overseas licences in English are accepted; non-English or photo-less licences must be accompanied by a certified translation or an International Driving Permit and a passport.
- Can I add an additional driver after collecting the vehicle?
Yes—as long as they meet our driver criteria, we can add them (and fees may apply). Contact the rental location to arrange this.
- Can you add a new driver over the phone?
Please contact your rental location directly. They’ll advise if adding a driver remotely is possible or if you need to come in person with the appropriate documentation.
- Do I need to check the vehicle before I drive off?
Yes—please inspect the vehicle with our staff and report any new or unexpected issues before leaving. You’re welcome to take photos for peace of mind. (We can also email our images if requested)
- Can I return the vehicle outside operating hours?
Only in certain Locations. Please speak to our stuff beforehand.
- Can I park my car at the location while renting a truck?
Unfortunately, we don’t offer on-site parking. Please speak to your local branch for nearby parking options.
- Do I need to check the vehicle before I drive off?
Yes—please inspect the vehicle with our staff and report any new or unexpected issues before leaving. You’re welcome to take photos for peace of mind. (We can also email our images if requested)
- Am I allowed to take photos of the vehicle before departure or after return?
Absolutely—you’re encouraged to do so for condition documentation.
- What if I notice damage after leaving the location?
Damages must be photographed with time stamp day and time. Call our customer service to discuss further.
- What happens if I return the vehicle and the location is closed or unmanned?
We’ll inspect your vehicle once the branch reopens or staffing resumes. Until then, responsibility remains with you.
- Can I rent a baby or child seat?
Yes—baby and child seats are available for an extra charge (up to three per rental). Larger bookings may require a larger vehicle. Please select your preference when booking.
- I’m moving. Can I rent moving equipment?
No we don’t have any moving equipment.
- Can baby or booster seats be fitted in buses?
Many of our hire buses have anchor points for child seats. Contact the branch to confirm compatibility and availability.
- Is damage cover included in the quoted rate?
Basic coverage is included, but you can purchase extras to reduce your liability.
- Can I reduce my liability?
Yes—optional protection packages are available. Check our extras or contact us for details. This is an extra cost per day.
- What if I break down or need roadside assistance?
Assistance is available—please refer to your rental agreement or contact our support line. (Our full terms outline fees and procedures.) This is an extra cost per day.
- What if I lock my keys in the vehicle?
Contact us immediately—we’ll help get you back on the road swiftly.
- If I damage the roof or undercarriage, am I covered?
No—damage to the roof (overhead) or undercarriage is always your responsibility, even with additional protection.
- If involved in a third‑party accident and not at fault, will I get a refund of the damage recovery fee?
If we can recover the fee from the third party (upon your assistance with the claim), we’ll refund you fully or partially, depending on the recovery amount.
- How can I pay for my rental?
Payment is required upon collection, preferably by a bank-issued credit card/ debit card in the renter’s name. We do not accept cash.
- Will a deposit be required?
Yes—a security deposit between $500 and $1,000 is authorised at pickup, depending on vehicle type and location.
- What credit cards are accepted and are there surcharges?
We accept Visa, Mastercard, American Express, A small surcharge (e.g. 1.50% for Visa/Mastercard) applies—rates vary by location.
- What is pre-authorisation of payment and deposit?
We don’t do Pre Authorisation.
- Can I pay with cash later instead of card upfront?
No—cash isn’t accepted. Payment and deposit must be processed via credit/debit card.
- What is an infringement?
Infringements include traffic violations (e.g. speeding, mobile phone usage, illegal parking, bus lane use). You’re responsible for all incurred fines.
- Will I pay more than my infringement fine?
We charge a handling fee each time we notify you of a fine, on top of the actual infringement cost.
- How is the cost of rental calculated?
Rental is charged in 24‑hour increments.
- If I’m late returning, will you charge another full day?
There’s a 30‑minute grace period. Beyond that, you’ll be charged for an additional 24‑hour period. Late return fees may also apply.
- Are there any additional charges?
Possible charges include one‑way fees, cleaning, tolls, damage, extras, or late returns—outlined in the rental terms.
- Will I pay more than my infringement fine?
We charge a handling fee each time we notify you of a fine, on top of the actual infringement cost.
- How do I pay for toll roads?
You’ll be charged via the toll provider using your card details captured at pickup.
- How much will I be charged for tolls?
Toll costs follow the standard rates of the relevant tolling authority, plus any admin fees
- Can I use my own toll tag?
No—please do not add the vehicle to your personal toll account.
- Can you guarantee the make and model?
We cannot guarantee a specific make, model, or colour—only the vehicle class.
- Can pets ride in your vehicles?
No Pets are permitted.
- What fuel do I use for trucks?
Fuel type varies by vehicle—please check the fuel cap or ask staff at pickup.
- What can I fit in a truck or van?
Sizes vary—vans can carry large items like mattresses; trucks can handle a two-bedroom apartment’s contents. Ask your local branch for exact dimensions.
- What is the clearance height?
Heights vary. If you’re parking in garages or low-clearance areas, verify dimensions before booking.
- Do trucks come with hydraulic lift gates?
Some do—please confirm with your pick-up location if needed
- What’s included in a truck or van hire?
The rental includes the vehicle only.
- Do I need to clean out the truck or van?
Yes—please return the vehicle clean and free of rubbish or cargo remnants. A cleaning fee may apply if not..
- What happens if I return late?