Ask us anything. Especially the awkward ones.

Yes — for the hire itself, if you're eligible. When you're not at fault, the at-fault party (in practice, their insurer) is legally responsible for your loss of use of your car. We provide the replacement vehicle and recover our hire charges from them. You don't pay the hire charges, delivery or admin fees. You do pay the car's normal running costs — fuel or charging, tolls, parking, and any traffic fines you incur — just as you would in your own car.

There's no catch, but there are conditions, and we'd rather state them upfront: you must genuinely be not at fault, you must give us accurate information, and you agree to reasonably assist our cost recovery (for example, providing a statement about the accident if the insurer requests one). If you mislead us about fault, you can become liable for the hire charges — honesty is the one hard rule.

Only in limited situations set out in the hire agreement — for example, if it turns out you were actually at fault, you gave us false information, or you're charged for running costs like tolls and fuel. If an insurer simply disputes or delays payment while you've done everything right, that's our risk, not yours.

No. It's a vehicle hire arrangement, sometimes called 'credit hire'. You're not borrowing money, there's no interest, and we're not an insurer. Your entitlement comes from common-law rights that not-at-fault drivers have in Australia.

Most eligible drivers have a car the same day they're approved — often within a few hours. We deliver across greater Melbourne to your home, workplace or repairer, seven days a week.

One equivalent to your own — that's the legal standard, and ours. SUV for SUV, ute for ute, prestige for prestige, EV for EV. Tell us about child seats or specific needs when you book.

For the reasonable period your car is off the road: until repairs are complete, or if your car is written off, generally until you receive your settlement. We stay in touch with you and your repairer so the timing is fair on both ends.

No. Your entitlement comes from not being at fault — not from your insurance. We regularly help drivers with third-party-only cover, and uninsured not-at-fault drivers too.

Yes — for the period your car is actually in for repair. Let us know your booking date and we'll schedule delivery so you're never without wheels.

Fault is a legal question determined by the circumstances of the accident — rear-end collisions, failure to give way, lane changes and so on follow well-established principles. We assess it from your account, the exchange of details, photos, dashcam and any witness information. If we take you on, it's because we're confident you weren't at fault.

Often, yes. Drivers frequently dispute fault at the scene. Give us the full picture — including anything unhelpful to you — and we'll give you a straight answer about whether we can assist.

If the at-fault driver can't be identified, there's no insurer to recover from, so we generally can't provide a vehicle. If you got a rego plate or the driver was later identified, contact us — that can be enough.

Partial-fault situations are assessed case by case. Depending on the circumstances, assistance may still be possible — call us and we'll be upfront about whether it works.

No — Victoria's TAC scheme covers personal injury from transport accidents, not vehicle damage or hire cars. Replacement vehicles fall under property damage, which is exactly what our service addresses.

You do — the same running costs you'd pay in your own car. Everything else about the hire is covered by us and recovered from the at-fault insurer.

Tell us immediately, just as you would with your own insurer. Our vehicles carry cover, and the hire agreement sets out how damage is handled, including any excess that may apply depending on fault in that incident. We explain this before you sign.

That's your choice to make — but know that you're not obliged to accept their offer, and their car is often a base model with conditions attached. Whatever you decide, don't sign anything you haven't read, and feel free to call us first for a straight explanation of your options.

Additional drivers can usually be added if they're licensed and listed on the hire agreement. Just ask when you book.