Frequently Asked Questions
As part of our hire terms and conditions all hirer’s must submit before hire and after hire photos of the vehicle to confirm the condition of the vehicle during your hire.
Photos need to be submitted online using this self-serve website link
If you have any questions or experience difficulties submitting your hire photos, please contact our Customer Services Team before commencing your hire.
Yes for all online bookings and yes for the bond; if you are booking from our agents in person.
The following fees are payable when purchasing using a credit or debit card
Visa/Mastercard Credit/Debit Card 1.0%
Diners Card 3.5%
American Express 3.5%
Because we want to keep our hire costs as low as possible we require every hire to pay a Security Deposit.
Security Deposits are payable in advance of every hire and held against each vehicle hire as security against a breach of the hire agreement by the hirer.
It is used to recover costs associated with vehicle damage, late returns, excess KM, cleaning, Infringements, fines and tolls etc.
Security Deposits are refunded within 7-10 working days of the conclusion of the hire, subject to the terms and conditions of the hire agreement.
The security deposit is held for a minimum of 7-10 working days after the conclusion of the hire. This time period is critical to allow 3rd parties to advise us of any infringements incurred by the hirer during their hire period, e.g. toll notices, parking or speeding fines etc and for us to inspect the vehicle for any damage etc.
It can take several days for these organisations to forward notifications to us, which is why we notify customers in the rental agreement of the refund time-frame and process.
If we have not received your before and after hire photos, this can delay the refund process.
If your hire is over 7-10 days ago and you haven’t received your deposit, please give our Customer Service team a call or send us an email and we will investigate immediately.
All payments must be paid in full at time of booking by an approved Credit or Debit Card. If this is not possible please contact us to discuss your individual needs.
In some instances we may contact you for a holding deposit to secure your reservation.
The Minimum period for local return hire is 2 hours.
The minimum hire period of Interstate moves and hires is depended on the destination, but a minimum period of 1 day applies.
Its always more cost effective to extend your booking upfront, so talk to us about our upgrade offers as returning the vehicle late will incur additional fees.
Remember accidents are not always your fault and sometimes out of your control; so purchasing this added cover can make a real difference.
For Short Term Local Hires Premium Cover starts from $20 per day and for Interstate and long Term Hires it is capped at 20% of the hire cost.
Please call our Sales Team on 1300 826883 for assistance.
Our vans can be driven on a valid car licence.
We recognises all current non-provisional and non-probationary Australian driver’s licences and current overseas licences.
Accepted Driver’s licences must be in English with photo and produced at the commencement of the rental, and must not be expired. Should the valid driver’s licence be in another language or have no photo SMH will accept a certified translation in English or an International driver’s permit.
All renters must be aged at least 21 years old and under 75 at the commencement of the rental.
Any renters aged 21 to 24 inclusive (whether the main or additional driver) may incur an age surcharge of $30.00 per day, and can access our standard range of vehicles.
You maybe liable to pay for any Roadside Assistance for breakdowns that are the fault of the driver for keys lost, damaged or ‘locked-in’ keys, flat batteries, running out of fuel, tyre damage or punctures etc.
You can purchase optional Roadside Assistance cover to your hire agreement upfront to reduce any risk in the event of a breakdown. Simply call us for more information.
If an Insurance claim is activated you will forfeit your Security Deposit and you are liable to pay the nominated insurance excess in immediately prior to activating your claim.
If you are not covered by insurance the default position, by law, is that the driver/hirer (not the registered owner of the vehicle) is responsible for all property damage repairs.
We always recommend pre-purchasing Premium Excess Reduction Insurance to minimise the risk to you in the event of an accident.
Kilometre Travel Allowance
The daily kilometre travel allowance will be shown on your rental agreement and may be based on the type of vehicle and the location. You can increase the standard travel allowance at the time of booking. If you exceed the stated daily allowance, a charge may apply for excess distance covered.
Your liabilty for loss or damage to the vehicle is limited to the stated Insurance Excess unless the vehicle is used for a prohibited use. The standard insurance excess can be reduced by purchasing our Excess Reduction Insurance at the time of booking.
Your rental is provided with a full tank of fuel. You are responsible for returning the vehicle with a full tank of fuel. If you return the vehicle without a full tank of fuel, you will be charged at the rate shown in your rental agreement.
Breakdown Roadside Assistance
There is basic breakdown service included in your rental to cover call-outs for mechanical failure which is not deemed to be the fault of the hirer.
Charges apply for Roadside Assistance where the hirer is at fault such as, flat batteries due to leaving lights on or draining power from accessories etc, lost or keys locked in vehicle, punctured tyres, running out of fuel etc.
Full Roadside Assistance cover can be purchased in advance for an additional fee which covers your Roadside Assistance call-out subject to the policy terms.
You have the option to add the following items to your rental for an additional charge:
Additional driver: we will need to see their drivers licence.
Excess Reduction: You can reduce the accident damage excess to a lower amount stated in your rental agreement.
Premium Roadside Assistance Cover: you can purchase additional cover for the call out costs relating to incidents that are your fault, including running out of fuel, lost keys or keys locked in vehicles, drained batteries etc.
We do not cover you for:
- Parking and traffic fines you incur during your rental period.
- Private Parking charges
- Road Tolls
- Vehicle Damage (not covered under insurance)
- Additional drivers not named on the hire agreement
- Cleaning cost
- Lost Keys
- Cargo or Personal items transported during the hire
- Items left in the vehicle
We will pass on notices and fines and parking charges to you, and also charge you an admin fee. Toll charges will be charged and will also incur a processing fee. These charges will be processed to your credit card or removed from your security deposit prior to refunding any balance.
These photo’s must be emailed to firstname.lastname@example.org and are then automatically added to your rental agreement and condition report.
This process provides you with added piece of mind and protects you against under wanted claims.
Frequently Asked Questions
Can’t find the answer your looking for? Call us now on 1300 826 883 and talk to one of our Australian Sales Team. Self Move Hire is proudly Australian owned and we know what Aussie’s need when it comes to hiring a Van or UTE.
Were always happy to answer any questions you may have about your VAN or UTE rental. Contact Us