Terms and conditions

Terms & Conditions

Key facts about your rental

This summary aims to help you understand what is included or excluded in your rental and the options available to enhance your journey. Please ask our counter staff if you need further clarification.

IMPORTANT INFORMATION

Damage Vehicle

You are responsible for any loss or damage to the vehicle (and related losses and fees) during the rental even if it is not your fault, subject to some exceptions. The maximum amount you must pay is the accident damage excess per incident.

However, if the loss or damage

Is caused by a prohibited use of the vehicle, you are liable for that loss or damage up to the full value of the vehicle and related losses and fees including third party losses. You cannot rely on any optional renter protections services you may have purchased to reduce this liability. See damage and loss on page 7 for details.

Prohibited uses

Prohibited uses that may result in full liability include incurring overhead or undercarriage damage, driving on the bush, the beach, failing to safeguard the vehicle (eg. Leaving keys in vehicle) or allowing an unauthorised driver to drive the vehicle. See page 4 for full list of prohibited uses.

Personal possessions in the vehicle

Explora is not responsible for any loss or damage to you and your passenger’s personal possessions in the vehicle, even in the event of an accident or theft of the vehicle.

Pick up

You should check the vehicle for damage before you drive away. You are invited to take a time stamped photograph of the relevant pre-existing damage before leaving the rental location and show a Explora representative on return.

Camping gear

From the rental start, the risk in the Items in the camping gear passes to you, and remains with you until its Return. In the event that Items go missing or are Delivered to the incorrect address after pickup, you agree to comply with instructions from Explora to replace the Items. Explora accepts no liability for Items lost or damaged between pickup and Return.

Items must be return in a clean and tidy state (and otherwise in the same condition as when they were given to you). 

Any missing or broken item will be charge according to the rental fees, with a maximum of $500, where the item will be replaced and the receipt will be sent to the Renter and a refund of the exceed payment will be made.

The Renter:

• agrees with the full camping gear list given by Explora and confirm their good condition, pictures before signing the agreement can be taken as proof of condition and must be shown to a Explora staff member for confirmation.
• must notify Explora of any damage to, or issues with, the Items as soon as possible upon pick up of the Items and record evidence of such damage, including photographs (failing which, such damage or issues will be deemed to have been caused by you)
• warrant that you know how to safely and properly use all Items and agree that you will use and treat all Items in accordance with such standards
• must not use the items for any purpose that is illegal, beyond its intended use, or otherwise prohibited by these Terms.

Road Assistance

We provide basic roadside assistance with the vehicle. It will not cover you for assistance required for incidents that are your fault (eg. running out of fuel, lost keys or locking keys in the vehicle). You can purchase Premium Roadside Assistance Cover (PRAC) to cover these incidents. The Roadside Assistance number should be used in the event of either an accident or a breakdown.

Return

You may incur additional charges if you return the vehicle at a different time or place to that agreed with us or if it is in an excessively dirty or smelly condition. Smoking in the vehicle is prohibited. If the vehicle is returned smelling of smoke an extra cleaning fee will be levied. Please check the fees section for a detail list. 

CONTACTS AND REMEDIES

1. 1. You may check with our location staff at end of rental or call Explora at any time using the number on the back of this Rental Terms document (+61 400 591 150).

1. 1. Post rental, you may contact Explora using the phone number and email provided and our team will be happy to help resolve any issues. 

1. 1. If we are unable to resolve your issue to your satisfaction, you may contact the Australian Car Rental Conciliation Service. www.carrentalconciliationau.com/ of the Rental Terms for full details.

For full information, please read the Rental Terms in this booklet. You can also refer to our website explora.au for the Rental Terms and additional details about prices, products and location information.

Thank you for choosing to rent with Explora.

WHAT IS INCLUDED IN THE RENTAL RATE

Kilometres

Your Rental Agreement may note that a per kilometre charge is applicable if a daily kilometre limit is exceeded, depending on the type of vehicle you rent or your pick-up location. If a limit on distance applies, the daily kilometre allowance will be shown on your Rental Agreement. If you exceed this daily allowance, a charge may apply for the additional distance covered.

Collision damage waiver

Collision damage waiver is included in the Rental Agreement. Consequently, your liability for loss of or damage to the vehicle and third-party damage is limited to the Accident Damage Excess (ADE) (as shown on the rental agreement) unless there is a Prohibited Use of the vehicle in which case you may be fully liable for any loss or damage.

Fuel

Your rental vehicle is provided with a full tank of fuel. Where the tank is not full, a credit for the extent to which the tank is not full is provided. You can either return the vehicle full or pay for us to refill the tank for you at the rate shown on your Rental Agreement.

Breakdown Road assistance

There is a basic breakdown service included in your rental to cover call outs for mechanical faults and accidents where you are not at fault.

If the vehicle breaks down due to underbody damage caused by the renter (e.g., hitting a rock, oil pan damage, driving through deep water), the renter is responsible for all towing and repair costs.

WHAT IS NOT INCLUDED IN THE RENTAL RATE

Any extra driver not listed on the agreement unless notice and license details are given to Explora in advance.

We do not cover you for:

• Parking and traffic fines you incur on your trip.

• Private parking charges.

If we receive notices for fines and parking charges during the rental period we will give the authorities your name, address and drivers licence details and also charge a Processing Fee of $50.

BASICS

Agreement

Your Rental Agreement is the document you sign when you pick up your vehicle (generally headed “Rental Agreement”) which includes a summary of your rental (e.g. length, optional services purchased and an estimate of charges to be paid). By booking with us, you indicate that the details in the Rental Agreement are correct as well as your acceptance of:

– the terms set out in the Rental Agreement;

– these Rental Terms including Annexures & Key Facts; and – any Additional Terms provided, (together, the Agreement).

Each Rental Agreement will display charges for a maximum number of days as noted on your Rental Agreement. If your reservation is for longer than this period, please ask for an extended estimate to understand the full rental charges applicable.

Responsibility

Ours:

• • We are responsible to you for providing the vehicle in a safe and roadworthy condition and for replacing the vehicle in the event of breakdown, theft or accident (unless there is a Prohibited Use of the vehicle).

• • You have rights against us under consumer protection laws relating to the vehicle and other goods or services we provide to you under the Agreement that we cannot exclude or limit (Consumer Law Liability).

• • Except for Consumer Law Liability, we will not cover you for indirect or consequential loss, loss of profits or loss of opportunity.

• • Without limiting our Consumer Law Liability, our total liability to you under the Agreement is capped at the amount paid by you to rent the vehicle.

• • We are not responsible for statements made by travel agents or third-party booking services as they are not our employees or agents.

Yours:

• • You must care for, use and return the vehicle in accordance with the Agreement and pay the amounts due. Additionally, you confirm and agree that all information provided by you including your contact details are true and correct.
  • You must ensure that you hold a valid licence to operate the vehicle rented
  • You must ensure that you comply with all applicable laws and regulations relating to the use of the vehicle.
  • You must inform us by phone or email within 24hrs of any damage, accident of faulty camping items. 

Please read the Agreement carefully to understand your obligations in full.

Termination of Rental Agreement

• • We reserve the right to terminate your Agreement at any time by providing 2 days written or verbal notice if:

• • you have not paid an invoice or any other request for payment (whether verbal or in writing) or your Card is declined or your bank reverses the charges made to your Card and you fail to pay the amount due within 24 hours of being notified by Explora that the invoice is outstanding;

• • we are required by the police or any other regulatory authority to take possession of the vehicle from you

• • the vehicle is not returned by the agreed return date

• • we reasonably believe you have materially breached, or are likely to materially breach, the Agreement; or

• • we have reasonable grounds to believe there has been or likely to be a Prohibited Use of the vehicle.

• • In the event of termination and/or repossession you will not be entitled to a refund of any part of the rental charges in so far as the termination and/or repossession is caused by your actions or omissions.

• • We may terminate your Agreement at any time on 7 days’ notice.

• • Any terms of the Agreement that are intended to apply after the termination of the Agreement, will survive including the terms in Damage and Loss on page 7.

PICK UP

Charges

You agree to pay the rental rate for the vehicle, compulsory fees, fees for any optional services and other fees that may arise during your rental. Please see Annexure 1 (Charges Explained) for an explanation of these fees.

Your Rental Agreement shows an estimate of any charges agreed to at the start of the rental for the period indicated on the Rental Agreement (if the charges have not been prepaid). If your rental is for a longer period the location can provide a full estimate on request. You agree to pay those charges and any other fees that arise by the end of the rental period.

Vehicle

• • Definitions: all references in these Rental Terms to:

– “the vehicle” means the motor vehicle described on the Rental Agreement including a commercial vehicle, or any alternate motor vehicle that Explora supplies to you, whether as a replacement, upgrade or otherwise, and includes all vehicle parts, tyres, tools (supplied with the vehicle), and all other accessories or equipment in or fitted to the vehicle by the manufacturer or by Explora, such as keys, child restraint seats, GPS devices and In Vehicle Monitoring Systems;

– “4WD” means a vehicle capable of distributing power to all four wheels simultaneously by engaging 4-wheel drive mode and where the transmission has a high and low range option, but excludes an all-wheel drive vehicle which in normal operation distributes power differentially to each wheel; and

– “commercial vehicle” means a motor vehicle capable of carrying goods, 10 or more passengers and can be used for industrial and agricultural purposes.

• • Condition: It is your responsibility to check the overall condition of the vehicle at the start of the rental period and on return. We will provide a summary of any pre-existing damage on our Vehicle Condition Report on your Rental Agreement.

• • Care: You are responsible for looking after the vehicle and reducing the risk of breakdown and damage by making sure there is not a Prohibited Use of the vehicle (defined below). You must also make sure you use the correct fuel and check the tyre pressures, oil and other fluids are maintained at the specified level, refilling as necessary.

• • Maintenance: In the case of a long-term rental (being a rental over 30 days), if the rental period spans the normal maintenance period (being the next service noted on a sticker inside the windscreen, a service indicator illuminating on the dashboard or after 8,000km – whichever comes first) You must contact Explora to arrange for the vehicle to be serviced or exchanged.

• • Fuel: We will supply your vehicle with a full tank of fuel. Where the tank is not full, we will provide you with a credit for the missing fuel. You will need to return the vehicle with a full tank or pay for the additional fuel required to fill the tank on return at the price indicated on the Rental Agreement. You must only refuel with the type of fuel specified by Explora.

KEY INFORMATION

Fuel Purchase Options

Full Tank: You might find it more convenient to pay for a full tank at the start of the rental and save time refuelling on return by taking this option (although no refund will be given for any unused fuel).

Half Tank: If you are travelling a shorter distance, it may be more convenient to pay for a half tank at the start of the rental and save time on refuelling by returning the vehicle at half a tank (although no refund will be given for any unused fuel).

Fuel Return Requirement: If returning the vehicle with a full tank, renters must provide a fuel receipt dated within 15km of the return location. Failure to provide a receipt may result in a refueling charge.

Child seats
It is your responsibility to ensure that appropriate child seats have been fitted for children travelling in the vehicle. Explora is not responsible for any fines, injury, death or other losses caused by not having child seats fitted in the vehicle or by children not being restrained in child seats fitted in the vehicle.

You must comply with mandated seat belt and child seat restraint laws applicable to Tasmania. Fines may be imposed by police on any occupant not wearing a seat belt or who has not fitted or properly adjusted a child seat restraint. You are responsible for checking a child seat is fitted correctly in the vehicle.

You must not leave a child unattended in the vehicle.

No-Show & Late Pickup Policy

If you do not collect your vehicle within 2 hours of the scheduled pickup time and do not notify us, we may cancel your booking without a refund.

Prohibited Uses

If there is a Prohibited Use of the Vehicle, we may terminate the Agreement and take back the vehicle at any time at your expense. If the Prohibited Use has caused, or contributed to, loss or damage to the vehicle, you are liable for that loss or damage up to the full value of the vehicle and related losses and fees including third party losses as explained in the Damage and Loss section on page 7.

Prohibited Uses of a vehicle are:

• • you or your passengers acted recklessly or with deliberate intent to cause loss or damage to the vehicle:

• • the vehicle is damaged in the following ways:

– the driver caused the vehicle to roll, tip or fall over and this has caused damage to the side and/or roof area of the vehicle;

– the driver caused undercarriage damage to the vehicle;

– a person sits or stands on the roof of the vehicle;– the driver causes damage above the windscreen line to the front, rear or side of the vehicle including but not limited to damage caused by striking overhead or overhanging objects (such as trees and bridges or entering carparks with insufficient clearance) or securing luggage, skis or other items to the vehicle’s roof causing damage;

• • the driver drove the vehicle with a flat tyre, ignored a warning light, put the wrong fuel in the vehicle or lost the keys;

• • driving the vehicle while under the influence of any drug, substance or intoxicating liquor to the extent that driver’s ability to control the vehicle is impaired or where the driver’s blood level of any drug or alcohol is over the applicable State or Territory legal limit. If a person refuses or fails to provide a breath, blood or other sample when lawfully required to do so by police or as required by law, the driver is deemed to be over the legal limit;

• • the fitting of objects to the interior or exterior of the vehicle that are not authorised by Explora;

• • failing to take reasonable precautions to safeguard the vehicle such as leaving windows open or keys in the vehicle, or failing to use the anti-theft system (if provided);

• • the vehicle is used for committing an illegal or unlawful act (other than a traffic offence which does not automatically result in the loss of a drivers’ licence in Tasmania);

• • the use of the vehicle by a person who was not authorised by Explora as the main or additional driver or did not meet the driver requirements in the Agreement;

• • the vehicle is used on a racetrack or for racing or undertaking reliability trials, rallies or other contests;

• • the vehicle is sub-rented, transferred or sold;

• • the vehicle is used to carry passengers (e.g. as a taxi or car sharing arrangement) unless Explora consents in writing, or to carry cargo (except for commercial vehicles), for hire, reward or remuneration;

• • the vehicle is used for hauling any goods that are incorrectly or inappropriately loaded or for the haulage of which the vehicle was not designed (including any hazardous materials, such as any gases or substances which may form explosive mixtures); or

• • the vehicle is used for towing a trailer or any other vehicle, unless the vehicle has a towbar fitted by Explora, in which case you have permission from Explora to tow a trailer provided the weight and dimensions of the item being towed do not exceed the specified capacity of the vehicle.

• • the vehicle is overloaded with passengers and/or baggage;

• • the vehicle is driven on a beach or through a flooded road or otherwise through a body of water (including but not limited to a pothole, ditch or riverbed), or natural disaster which could be avoided including fire, storm or cyclone;

• • the vehicle is driven in restricted areas, including airport service roads and associated areas, or on a road notified to you as prohibited by Explora or off-road (eg. on fire trails, tracks, fields or paddocks) (unless specified in writing by Explora).

• • the vehicle is used for committing an illegal or unlawful act (other than a traffic offence which does not automatically result in the loss of a drivers’ licence in the applicable State or Territory);

• • the vehicle is used in a manner that, in Explora’s reasonable opinion, brings Explora into disrepute or publicly associates Explora with any particular political, religious, promotional or activist position;

• Vehicles may be driven on public unsealed roads (e.g., gravel roads leading to campgrounds), but drivers must exercise extreme caution.
• Any underbody damage resulting from unsealed road use is the renter’s responsibility, even if the vehicle is insured.
• Driving off designated roads (e.g., beaches, bushland, fields, riverbeds) is strictly prohibited and will result in full liability for any damage or recovery costs.
• On off roads (except for roads under repair, access roads to Recognised camping or accommodation grounds.
• Any other such location or region reasonably specified by Explora to you as an area or region which is prohibited.
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Vehicle cleanliness:

You may incur an additional Cleaning Fee or Cleaning Administration Fee if the vehicle is returned in an excessively dirty condition or with excessive odour including but not limited to:

• • the smell of tobacco from smoking in the vehicle, or any other substance;

• • dirtiness or smell caused by having an animal in the vehicle excluding registered service animals; or

• • excessive dirt or mud on the exterior of the vehicle;

• • excessive dirtiness, sand or mud inside of the vehicle.

This also apply to camping gear if items were rented.

Excess Cleaning Fee:

If the vehicle is returned with excessive dirt, sand, mud, pet hair, or strong odours (other than normal use), a cleaning fee of up to $250 may apply.

Snow regions:

There are special restrictions that apply when driving a Explora vehicle in an alpine region. If these restrictions are not complied with, you may be responsible for any and all damage arising from the use of the vehicle in an alpine region. If you are planning to travel to the snow, please check with Explora that the vehicle is fit for purpose and whether snow chains are required.

You must ensure that they comply with any legal requirements relating to fitment of snow chains and that they fit snow chains correctly. Failure to do so will be considered a prohibited use and You will be fully liable for any resulting damage. Renters must at all times ensure plastic hub caps are removed prior to fitting snow chains. Snow chains must be tightened after 50m to avoid damage to the rims and to put the hub caps back on the vehicle when the chains are removed.

Please note: City cars can’t be taken above the snow line. For 4WD cars, you will need to get snow chains, as Explora, we don’t recommend taking any vehicle above the snow line as risk is higher and Explora insurance won’t cover in case of damage. If you are looking to visit Ben Lomond National Park, for practicing a snow sport, you can take the shuffle bus.  Free car parking facilities are available at the BLSS Shuffle Bus stop in the lower carpark. You can find more information here. 

Sensors:

Drivers are responsible for damage to the vehicle (subject to these terms and conditions). In the event that the sensors are not active or are malfunctioning the driver is not alleviated from responsibility for the damage.

If the vehicle is used for a Prohibited Use:

• • You are responsible for any damage or losses up to the full value of the vehicle and other fees, related losses and expenses including towing and 3rd party damage as explained in the ‘Damage and Loss’ section on page 13.

• • your liability is not limited to the Accident Damage Excess (ADE); and

• • we may terminate the Agreement and take back the vehicle at any time at your expense.

Drivers

• • As the renter You may allow other persons to drive the vehicle (if written notice has been given) provided that you have checked that the person meets the age and licence requirements specified in this section.

• • If a driver does not meet the above requirements, they must be added to the rental as an additional driver and must show us their licence. An Additional Driver Fee might be payable.

• • You and any person driving the vehicle must be 21 years of age or over (unless approved beforehand in writing by Explora) and must hold and present a current driver’s licence that:
    • is in English or, if not in English, is accompanied by a certified English translation;
    • is valid for driving the vehicle;
    • is not a learner’s permit;
    • the driver has held for at least twelve consecutive months;
    • the driver has held for at least 3 years when rented in Tasmania; and
    • • satisfies any other conditions on the Rental Agreement or in any Additional Terms.

• • If the vehicle is rented in Tasmania, you must not allow any other person to drive the vehicle unless they have been added as an additional driver and presented a valid drivers’ licence to Explora.

Foreign and interstate licences

If you are currently living in Victoria, you are only permitted to drive on an overseas or interstate licence for a period of 6 months (from first arriving in Victoria). After 6 months you are only permitted to drive on a Victorian licence. It is your responsibility to ensure that you hold the correct licence.

Vehicle Monitoring System (VMS)

Our vehicles may be fitted with a VMS which can be used to open and close the vehicle and track and record the geographical location, distance and speed of the vehicle during the rental period. It can also be used to immobilise the vehicle in the event of non payment or if we have reasonable grounds to suspect the vehicle is being used for a Prohibited Use. You agree that we can track and record your location and your use of the vehicle using the VMS, which may include your personal information. Refer to Annexure 5 (Privacy & Credit Notice)

During your rental

Fines and other charges

You are responsible for all fines, private parking charges and other similar charges (including parking fines or charges) incurred in relation to the vehicle during the rental period. We will work with authorities for them to pass on notices of fines and parking charges to you, and we will also charge you the Infringement Administration Processing Fee. These charges will be billed to you as detailed in the Charges section on page 10.

Breakdown

• • Assistance: If you experience any problem with the vehicle due to mechanical failure you agree to stop driving (as soon as practicable), park the vehicle and call our roadside assistance and they will arrange help. You must not re-commence driving the vehicle unless directed to do so by the roadside assistance service. You must not move the Vehicle unless this is necessary to prevent further damage to the Vehicle or damage to other property or vehicles.

You must contact Explora as soon as you can if:

• • the vehicle breaks down;

• • A warning light or message becomes illuminated or displayed in the vehicle; or

• • any other event occurs which affects the performance or safety of the vehicle.

• • Cost: we will provide roadside assistance without cost to you for problems with the vehicle that were not your fault. If the problem was your fault (eg. running out of fuel, losing the keys or locking the keys in the vehicle), you will be responsible to us for the cost of providing roadside assistance and any parts provided. If you have your own Roadside Assistance Cover, you will have to contact them directly.

You must not allow anyone to service or repair the vehicle without our permission, if you do so, the full bond amount may be retained.

Refer to Annexure 1 (Charges Explained) for more detail.

Accidents

If you have an accident or if the vehicle is stolen you agree to co-operate with us in any investigation or subsequent legal proceedings. You must also take the following steps:

• • Notification: you must inform Explora in the event of any accident irrespective of whether it results in the vehicle being damaged or lost, or in the event of theft. You must report the accident to Explora as soon as practicable and in any event within 24 hours. In the event that you fail to notify Explora within 24 hours and Explora incurs additional costs as a result of the failure to inform then you may be charged for any additional costs reasonably incurred by us. Report the accident to the police as soon as you can if anyone has been injured or any property has been damaged.

• • Vehicle Incident Report (VIR): complete the VIR providing the details of your accident or the theft including any third-party information even if there is no damage to the vehicle. The VIR must be completed and signed by you and provided to a member of staff when you return the vehicle.

• • Do Not Admit Fault: if you have an accident involving another vehicle, you must obtain the other driver’s name, address, telephone number, insurance company details, drivers licence number, vehicle registration, vehicle make/model and a copy of the police report if one has been created.

Further details regarding accidents are in Annexure 3 (Damage Policy).

You must provide all information related to the accident within 48 hours of any requests made by Explora, including any papers or other documents received by you concerning the accident.

•You consent to and authorise Explora to obtain copies of police witness statements or reports made in relation to the accident or for any police charges against you.

Explora may exercise reasonable discretion to terminate your rental of the vehicle and the accessories and not provide a replacement if the accident or theft was caused by a Prohibited Use of the vehicle. For the full list of Prohibited Uses, see page 4.

Damage and Loss

Responsibility:

If the vehicle is lost, stolen, abandoned or damaged during the rental (eg. involved in an accident), for each incident you are responsible even if it was not your fault (eg. another driver’s fault). This liability applies except to the extent that:

• • the damage constitutes fair, wear and tear on the basis that it does not fall within the definition of “Damage” specified in the Definition of Damage annexure;

• • the loss or damage is directly due to our negligence or wilful default including our failure to properly maintain the vehicle; or

• • the damage or loss was caused by a third party and you have complied with your obligations under the Accidents section on page 7 so that we have sufficient details about the third party and/or their insurer for us to recover the loss or damage from the third party and/ or their insurer. We may charge you the estimated damages or your applicable excess (whichever is less) per incident and once the loss

• • or damage is recovered, we will refund you any difference owed; or

• • the damages comprise of personal injuries covered by compulsory third party insurance or a statutory transport accident compensation scheme.

Incident damages

If the vehicle is lost, stolen or damaged, for each incident you are responsible for:

• • the loss or damage to the vehicle;

• • any towing and storage charges;

• • loss of rental income; and

• • other losses or expenses related to the incident, up to the Accident Damage Excess (ADE) amount per incident.

You are responsible for any third-party property damage or loss arising from the Prohibited Use of the vehicle and you must indemnify us for any claim made against Explora for that damage or loss. Your liability for personal injuries resulting from the Prohibited Use of the vehicle is covered by the statutory schemes for transport accident compensation in each State or Territory, subject to the conditions and limitations of those schemes. Explora may charge any third-party property damage or loss arising from a Prohibited Use to your Card provided at the time of rental.

If the vehicle is used for a Prohibited Use, we may terminate the Agreement and take the vehicle back at any time at your expense.

For details on the Explora Claims Management Fee, the External Damage Assessment Fee or the Processing Fees, see Annexure 1 (Charges Explained) and available online.

If the vehicle is lost or damaged because of a Prohibited Use, you are responsible for:

• • cost of repairs or the full value of the vehicle;

• • the Explora Claims Management Fee and the External Damage Assessment Fee, or Administration Fee;

• • any towing or storage charges;

• • loss of rental income;

• • towing and storage charges; and

• • other losses or expenses related to the incident including third party costs and losses.

If the Vehicle is used for a Prohibited Use, to the extent allowed under applicable law, your liability will not be limited to the ADE and our Optional Renter Protection Services will be void. For the full list of Prohibited Uses, see page 4.

Overhead and Underbody Damage Exclusion

Renters are fully responsible for any damage to the overhead (roof) and underbody of the vehicle, regardless of the cause. This includes, but is not limited to:

• Damage from hitting low-clearance objects (e.g., bridges, tree branches, parking structures).
• Damage from driving over rocks, potholes, or rough terrain, which may cause oil pan, suspension, or exhaust system damage.
• Engine damage resulting from underbody impact, including oil leaks leading to engine failure.
• Damage caused by improper use of the vehicle on unsealed roads or off-road areas.

Bond does not cover these damages, and renters will be charged the full repair cost, plus any associated towing or loss of rental income.

Calculating and charging for damage

Vehicles which are lost, stolen or involved in an incident with a third party:

• If the vehicle is lost, stolen or damaged or a 3rd party is involved in the incident, Explora will keep the bond (as defined in Annexure 1 (Charges Explained)) at the ADE level indicated on the Rental Agreement, while investigating the incident and assessing the amount of the Incident Damages. After the investigation and damage assessment concludes, Explora will do one of the following:

• • if Explora finds that you were not liable for the incident and Explora is able to recover the full amount from the third party then the bond will be refunded; or

• • if Explora finds that you are liable and:

• • the ADE amount was more than the amount of the Incident Damages, Explora will refund you the difference; or

• • if the amount of the Incident Damages was more than the bond, no further charges will be levied.

Vehicles which are damaged and do not involve a third party:

If the Vehicle is damaged and no third party is involved in the incident, Explora will notify you (where a valid email address is provided) that a damage incident has been recorded and will commence a damage assessment. After the damage assessment concludes, Explora will do one of the following:

• • if the assessment determines that you were responsible for the damage then Explora will keep the bond (as defined in Annexure 1 (Charges Explained)) with prior notification (where you have provided a valid email address). The amount charged will be the amount Explora has assessed as being the Incident Damages up to the ADE amount stated on your rental agreement.

• • If there has been a breach of a Prohibited Use which has led to loss or damage then you will be liable for all costs and damages associated with the incident.

For details on how Explora calculates loss or damage to the vehicle and how we will charge you, see Annexure 3 (Damage Policy).

Security:

You are responsible for the security of the vehicle and any accessories provided and should try to minimise the risk of theft or vandalism by parking in a safe place. Always remove valuable items from sight and make sure the vehicle is locked. You must also comply with our return instructions (see Return below).

Personal possessions

You are responsible for loss or damage to your or your passengers’ personal possessions in the vehicle even if it was not your fault. Your liability will not be limited to the ADE.

Return

Return procedure

Requirements: you must return the vehicle to the return location by the date and time stated on your rental agreement, or as otherwise agreed with us, or additional charges may apply (see variations below).

A location other than the one from which the vehicle was picked up (unless approved in writing by Explora). If this occurs, you must pay Explora’s costs to transport the vehicle to the correct location and loss of rental income (as described above).

Variations

Change to time or location: If you want to change the return time or return location or arrange for us to collect the vehicle, you must call us at the number provided on the Rental Agreement. Any amendment to the agreed return arrangement is at our discretion and may involve additional charges such as the One Way Fee.

Wrong location: if the vehicle is returned to the wrong location without Explora’s prior approval, you may be charged the One Way Fee depending on the location where the vehicle was returned.

Early Return:

We do not provide refunds or credits for early returns. If you return the vehicle before the agreed time, the full rental amount for the booked period will still apply.

Late Return:

If you return the vehicle more than 3 hours after the agreed return time, additional charges will apply:

• 0 to 3 hours late: No charge (grace period).

• 3 to 5 hours late: $30 per extra hour.

• More than 5 hours late: Charged one full rental day at the current daily rate.

To avoid extra charges, please ensure you return the vehicle on time or contact us in advance to request an extension (subject to availability).

Charges

Notification: We will check the vehicle on your return and add any additional charges that may arise from your use of the vehicle, such as for fuel or Early Return Fee. We will provide you with a revised invoice on return of the vehicle if the amount owing is different to the estimate of charges provided at the start of the rental. We will keep the bond (as defined in Annexure 1 (Charges Explained)) on return of your vehicle with the additional amounts set out in the revised invoice.

As some charges can’t be finally determined on return such as the fines we receive relating to your rental or damage to the vehicle, we may recover these additional charges by sending you an invoice within 60 days after the rental period. We will provide notice to you of these charges by email on the final invoice. If these charges are not paid (eg.  invoice is not paid) for 7 days, you agree that this will be an application by you for credit.

If you do not pay the amounts due to Explora under your Rental Agreement (including any credit provided to you) in accordance with this Rental Agreement, you must pay interest calculated at the rate set out in Annexure 1 (Charges Explained).

Please see Annexure 1 (Charges Explained) for further information.

Repossession of the vehicle

If you fail to return the vehicle to Explora when required under the Rental Agreement (other than due to theft or an accident), and if you fail to comply with a demand by Explora to you to return the vehicle:

• • Explora may take steps to recover and repossess the vehicle where and when it is found. You authorise Explora to enter any premises owned or occupied by you in order to recover or repossess the vehicle and you agree to make all reasonable efforts to obtain the right for Explora to enter any premises to recover and repossess the vehicle; and/or

• • May deem the vehicle stolen and report it stolen. Explora may then de-register the vehicle and you will be responsible for any & all loss (including third party personal and property damage associated with the vehicle).

• • You will be responsible for the rental charges, loss of or damage to the vehicle (up to the full value of the vehicle), the Explora Claims Management Fee, External Damage Assessment Fee, any towing and storage charges, loss of rental income, any repossession charges incurred to recover the vehicle and other losses or expenses related to the incident.

• • This liability to Explora will not be limited to the ADE.

If you fail to return the vehicle (other than due to theft or an accident), you are responsible for our loss, damage, expenses and other fees.

Cancellation Policy

We understand that plans can change, and we aim to provide a fair cancellation policy for your convenience.

If you cancel your reservation more than 2 weeks before the scheduled pick-up date, you will receive a full refund of the 30% initial payment made during the online booking process. Please note that a 2-5% fee (depending to your credit card and country) will be retained by the payment platform and a $30 administrative fee will be retained for processing the refund.
If you cancel within 2 weeks of the pick-up date or fail to pick up your reserved equipment, you will forfeit the 30% initial payment made during the online booking process. . Please note that a 2-5% fee (depending to your credit card and country) will be retained by the payment platform and a $30 administrative fee will be retained for processing the refund.
Please allow up to 2 weeks for the refund to be processed. We will contact you via email regarding the refund status.

We recommend that you notify us of any cancellations as soon as possible to ensure a smoother process. We value your business and appreciate your understanding of our cancellation policy. If you have any questions or require further assistance, please don’t hesitate to contact us. Your adventure in Tasmania is important to us, and we’re here to make it as enjoyable as possible.

Camping Gear Cancellation Policy

If you cancel your camping gear reservation more than 2 weeks before the scheduled pick-up date, you’ll receive a full refund of your total payment. Please note that a $30 administrative fee and a 2–5% processing fee (depending on your credit card and country) will also apply.

If you cancel within 2 weeks of the pick-up date, 30% of your total payment is non-refundable, plus admin fees and card surcharge.

If you cancel less than 72 hours before pick-up or fail to collect the gear, no refund will be issued. Refunds may take up to 2 weeks to process, and we’ll contact you via email to confirm once it’s done.

We recommend letting us know as early as possible if your plans change — we’re always happy to help you plan a new adventure.

Off-Season Promotion Terms and Conditions (1 April – 31 August 2025)

1. Eligibility:

This promotion is available for bookings made between 1 April and 31 August 2025 and applies to rentals that take place during this period.

2. What’s Included:

The Off-Season package includes:

• Vehicle hire

• Camping gear with essentials for sleeping and cooking (specific gear provided may vary based on availability).

3. Pricing:

• All prices are quoted in AUD and include GST.

• Pricing is subject to availability and may vary based on the length of hire and vehicle selection.

4. Booking and Payment:

• Bookings must be confirmed through our website or via direct communication with our team.

• A deposit of 10% (or full payment if within 7 days of pickup) is required to secure the booking.

5. Cancellations and Refunds:

• Cancellations made more than 14 days prior to the start of the rental will receive a full refund, a $30 admin fee will be taken + the fee taken from the booking platform.

• Cancellations made 7-14 days prior will incur a cancellation fee of $30 + the 10% paid when the car was booked. 

• Cancellations made less than 7 days prior to the rental start date are non-refundable.

• Changes to bookings are subject to availability and may incur an additional fee.

6. Additional Conditions:

• The standard Explora Terms and Conditions apply to all Off-Season bookings (see full terms at explora.au/terms-and-conditions).

• Customers are responsible for ensuring the vehicle and camping gear are returned in the same condition as provided, with any damages subject to repair or replacement costs.

• This promotion cannot be combined with other discounts or offers unless explicitly stated.

7.Contact Us:

If you have any questions about this promotion or the booking process, feel free to contact us at [your contact info].

Annexure 1 – Charges explained

Bond

• • The bond to pay can be $1000 for driver over 25 years old or $1500 for drivers under 25 years old. This bond works as a deposit to cover any damage made to the vehicle when you are at fault, lost items of the vehicle or camping gear, fines, petrol missing, etc.
  • This bond its given to Explora when picking up the vehicle, you must transfer the bond to Explora Australian Bank Account or International Bank Account (in Euros, USD, CAD, GBP, NZD, SGD, JPY, DKK, SEK, NOK,CHF, CZK, PLN, HKD), cash is also accepted.
  • Please leave 2 to 3 days to return the bond to you. Is the bond is leaving in cash, please let us take 45min of your time to check the car correctly before returning the bond. 
  • When bond is retained, we will explain you on the day how we will proceed, through email. Please note this is usually a long proceed that can take several weeks, up to 2 months. 

Payment of Bond

• All rentals require a bond of $1000 to be paid at the time of pickup, which is refundable upon safe return of the vehicle without damage, subject to inspection.
• As an alternative to the bond, we offer customers the option to provide credit card details for coverage under their personal credit card’s Rental Car Collision/Loss Damage Insurance (CLD).

Using Your Credit Card’s Collision/Loss Damage Insurance (CLD)

• If you wish to use your credit card’s CLD insurance instead of paying a bond, you must provide a valid credit card with CLD coverage at the time of rental.
• An imprint or hold will be placed on your credit card for the amount of $1000 to cover potential damages or other charges.
• You must decline Explora’s Collision Damage Waiver (CDW) or Loss Damage Waiver (LDW) in writing upon picking up the vehicle.
• Requirements for CLD Coverage:
• You must provide written proof of your credit card’s CLD insurance coverage, which outlines the specific terms and conditions of the policy.
• CLD insurance must cover the duration of the rental agreement.
• The renter remains fully responsible for any damage or loss not covered by their credit card’s CLD insurance, including excess or deductible costs as applicable.

Damage, Accidents, and Insurance Claims

• In the event of any damage, an incident report form must be filled out (this will be provided at the time of return) .
• Any damage must be reported to Explora immediately within 24 hours of the incident .
• If your credit card’s CLD insurance requires an official report or claim, you must initiate the claim process with your card issuer and keep Explora informed of the progress  .

Exclusions

• Some jurisdictions require CDW or LDW by law as part of the rental cost. In these cases, customers can still use their CLD insurance to cover the deductible that may apply under the local regulations.
• The following situations are not covered under your CLD insurance or Explora’s bond system and will be fully charged to you:
• Cosmetic damages that do not impact roadworthiness (unless covered by your insurance) .
• Negligent or reckless driving, or breach of traffic laws resulting in damage.
• Prohibited uses of the car listed on the Prohibited uses section.

Interest: Where interest is payable on any outstanding rental charges or other amounts due under the Agreement, this interest will be calculated daily from the next day after the due date up to and including the date of payment at the rate equal to Westpac Banking Corporation standard business overdraft rate plus 2%.

Charges: Your Rental Agreement provides an estimate of the charges applicable to your rental for maximum number of days as noted on your Rental Agreement. These charges may typically include the following:

Rental rate: The daily rental charge noted on the Rental Agreement for each rental day unless otherwise stated in the Rental Agreement or in Additional Terms.

The extra hours rate shown on the Rental Agreement is charged for each full or partial hour in excess of a full Rental Day until the amount reaches the cap on the daily rental charge.

Bond: A bond of $1000 is requested when picking up the vehicle; this is to cover the insurance excess in case of an accident (see terms & conditions for more information). If no damage or accident occurs, the amount will be fully returned when dropping off the vehicle.
Drivers under 25 years old will need to leave a $1500 bond instead.

Kilometre rate: You may have limited kilometres depending on your pick-up location.

If a limit on distance applies, the daily kilometre allowance will be shown on your Rental Agreement and may vary based on the type of vehicle and the rental location. If you exceed this daily allowance, a charge may apply for the distance covered.

Location service fee: Additional at certain locations (e.g. airports and off airport locations) to reflect the higher cost of providing services from there. This fee will be listed on the rental agreement.

Young driver surcharge: May apply if you or any additional driver is 24 years and under. You will be advised of the surcharge at the time of reservation.

Administration fee: A percentage rate as noted on the Rental Agreement in relation to administration functions undertaken.

Optional equipment: The Rental Agreement lists any optional equipment you have selected, such as camping gear, showing the full charge for the rental period.

Card Surcharge: The percentage rate as noted on the Rental Agreement of any amount charged to a Card.

One way fee: May apply if you return the vehicle to a location different from the start location. You will be advised at the time of reservation if you are permitted to return the vehicle to a different location and if so, any applicable fee.

Additional driver: We apply a standard fee for each additional driver added to your rental. You will be advised of the surcharge at the time of reservation.

Delivery and collection fees: May apply if you request that your vehicle is delivered to or collected from a location other than our rental location. You will be advised of the charge at the time of the request.

Estimated rental charge: Your total estimated charges list the rental rate, discounts and applicable kilometre charges at the start of the rental + GST. Charges are ‘estimated’ because they exclude any potential fuel or other charges you may incur through your use of the vehicle during your rental and only display the maximum number of days as noted on your Rental Agreement.

Subtotal: Your subtotal before any applicable fees are applied.

Total estimated rental charges: Total of all estimated charges + GST.

Refuelling price: If you don’t fill up the vehicle on return and haven’t opted for FPO or Half Tank of Fuel, we will charge you a price per litre to fill the tank.The refuelling price is specified on the Rental Agreement.

Fuel purchase option: You have the option of paying for a full or half tank upfront at a rate per litre advised to you at the time of reservation (although no refunds are given for any unused fuel).

Claims management fee: Fixed charge to recover our costs for dealing with damage caused to the vehicle.

External damage assessment fee: Damage assessment fee charged Explora by an external damage assessor.

Cleaning fee: A charge imposed in respect of an excessively dirty vehicle which requires cleaning beyond Explora’s standard cleaning practice.

Cleaning administration fee: A fixed charge to recover our costs if cleaning is performed by third party or specialised cleaners.

Infringement administration processing fee: The amount payable for administrative functions Explora undertakes including the payment of, or handling of any claim for, any charges and penalties, such as processing of traffic & parking fines, speeding and traffic infringements.

Breakdown or roadside assistance: If the driver is at fault for the problem for which assistance is requested, for example, the vehicle running out of fuel, or the keys being locked in the vehicle, the charge covers the cost of providing breakdown or roadside assistance. If the driver is at fault any towing costs will be charged to you.

Towing: Included in the ADE unless the driver has engaged in a Prohibited Use or is otherwise at fault.

Early return fee:

If you did not prepay your rental charges and committed to a rental term but return the vehicle early, you will still be charged for the full rental period originally booked. This policy compensates us for the inability to rent the vehicle during the remaining reserved time.

Additional rental rates: You may be charged an extra day’s rental at the then current rates for each 24-hour period entered into following the return time at then current rental rates, although you are allowed a ‘grace period’ of

• • 0 to 3 hours late: no charge

• •  3 to 4 hours late: 1/2 of daily rental charge for that vehicle

• • 4 hours to one day late: daily rental charge for that vehicle

Daily rental charge for that vehicle for each additional day (or any part thereof) vehicle is returned late.

Charges for and interest on amounts due: If you do not pay the amounts due to Explora under the Agreement  in accordance with the Agreement, you will be required to pay interest calculated daily from the next day after the due date up to and including the date of payment at the rate equal to Westpac Banking Corporation standard business overdraft rate plus 2%. You will also be required to reimburse Explora for its expenses and costs incurred in collecting from you the charges payable under the Agreement and in enforcing our rights.

All fees are calculated in accordance with our current rates and subject to final calculation at the end of the rental. Please ask a Explora team member for more details.

Annexure 2 – Fuel Policy

Fuel is not included in your rental rate. Your vehicle will be provided with

A full tank of fuel or if the tank is not full, we will provide you with credit for the missing fuel and you can decide how you wish to pay for the fuel you use during your rental. You have the following options:

Buy a full tank at the start

• • often referred to as our fuel purchase option.

• • if you purchase a full tank of fuel from us at the start of your rental, you will not need to refill the tank before returning and will have nothing more to pay for fuel.

• • this is a good option for high kilometre journeys where you are likely to use a full tank.

Buy a half tank at the start

• • it may be more convenient to pay for a half tank of fuel at the start of the rental and save time on refuelling by returning the vehicle with only a half a tank of fuel.

• • this is a good option for low kilometre journeys where you are more likely to use less fuel.

Return with a full tank

• • Return the vehicle with a full tank of fuel purchased from a local fuel station.

• • This is a good option for low kilometre journeys.

Without refuelling

• • A good option if you are in a hurry, did not take FPO or a Half Tank of fuel and do not have time to refill the tank on return.

IMPORTANT

Fuel gauges may still indicate that the tank is “full” many kilometres after it was last re-filled. To deal with this, we ask you to refill the tank within 15 km of the return location and bring your fuel receipt with you when returning the Vehicle. We ask you to present a copy of the fuel receipt to Explora or leave a copy in the Vehicle. If you do not do so, we reserve the right to apply a small charge – please ask the staff for details.

Fuel Purchase Option (FPO): We charge you at the start of your rental for a full tank of fuel at a price competitive with local fuel stations. You will have nothing more to pay to us for your fuel. Please note that we do not provide a refund for unused fuel.

Half tank option: We charge you at the start of your rental for a half tank of fuel at a competitive price with local fuel stations and return with only half a tank of fuel. Please note that we do not provide a refund for unused fuel.

Refuelling service charge: We will charge you a price per litre to refill the tank. These prices are indicated on your Rental Agreement.

Annexure 3 – Damage Policy

Your responsibility for damage to the vehicle is set out at the damage and loss section of the rental terms. This policy covers how we assess and charge for damage and how we deal with any disputes relating to damage assessed.

Checking the vehicle

Please check the condition of the vehicle when you collect it and if there is any discrepancy approach a Explora representative and request that the vehicle condition report be amended or a new report be prepared. You are invited to take a time stamped photograph of the relevant pre-existing damage before leaving the rental location and show a Explora representative on return.

We will also inspect the vehicle on your return and provide a vehicle incident report (VIR) to record any new damage, which will not include any fair wear and tear.

Fair wear and tear

This means “ordinary wear due to reasonable use” and includes minor scratches and chips, small dents and normal wear on tyre treads and wiper blades. Review the definition of damage flyer found online or provided at the start of your rental for more detail on what damage goes beyond fair wear and tear.

At peak times you should allow time to complete the inspection of the vehicle with our staff and agree any damage. If you don’t have time to do this or you return the vehicle when the location is closed, any new damage will be assessed in your absence. If you have taken date & time stamped photograph of the relevant pre-existing damage, show a Explora representative.

Damage assessment and charging

There are three common scenarios:

1. 1. Damage – agreed on return: For damage agreed with you on return, we will take the relevant photos, create a Vehicle Incident Report (VIR) and organise a damage cost assessment through a third party.

1. 1. Damage–not agreed because you are not present or you are present but disagree with the damage identification: If you are not present on return, our staff will take the relevant photos of the vehicle, create a Vehicle Incident Report (VIR) and organise a damage cost assessment through a third party.

1. 1. Significant damage: If the damage is significant, we will create a Vehicle Incident Report (VIR), refer it to our damage assessors for evaluation and organise a cost assessment.

Damage

We aim to deal with a damage assessment in a quick and practical way by using a 3rd party repair assessment system. The damage assessment will ensure that you are accurately charged the relevant damage cost assessment.

Notification and evidence of damage

We will provide you with the following documents in respect damage:

• • A system generated letter detailing the damage to the vehicle;

• • Photos of the damage to the vehicle;

• • The Rental Agreement listing the date, time and return location and any pre-existing damage;

• • The final tax invoice/statement of charges that includes the amount charged for damage to the vehicle and other fees and losses related to the damage;

• • The Vehicle Incident Report (VIR); and

• • A damage cost assessment from a repair body shop and/or the invoice for the repairs.

Charging for damage and other items

We will charge you with the amount set out in the final tax invoice that we have sent to you within 60 days of the date you returned the vehicle. If we have charged you with an estimated amount or the applicable excess, and the amount of final invoice is less than the amount charged, we will reimburse you for the difference.

Damage disputes

Damage claims are unique and resolution time frames for each claim varies as we are required to liaise with outside parties and arrange for the repair of vehicles.

If you wish to dispute our assessment of damage, please contact the Explora Management Team on:

– Phone: 0400 591 150

– Email: info@explora.au

              Vehicle bodywork

• Scratch/Scrape over 20mm in length and over 1mm wide with paint surface penetration.

• Dent over 20mm diameter or paint surface penetration or multiple dents.

• Bumper scratch/scrape over 20mm in diameter with paint surface penetration. This is exclusive of rear bumper damage caused by the removal of items from boot/trunk.

• Lower front bumper scuffing or scrapes above the first 50mm of the lower front bumper or above the lower front bumper first crease line.

  Tyres

• Repair where a repair is possible (i.e. the tyre has not been run on a flat) only the tyre repair excess will be charged.

• Excess where tyre repair is not possible a replacement tyre (incl. fitting) will be charged.

• Tyre damage is unrepairable punctures. Tyre tread and sidewall damage that is not roadworthy e.g. cuts, bulges, gouges and abrasions. Tyre misuse e.g. flat spots and burnouts.

              Ancillary components

• Damage to mirrors.

• Damage to lights including: chips, holes, scratches and cracks.

• Wheel trims cracked, broken, missing, mismatched or not original.

• Damage to alloy wheels.

  Prestige and Collection Vehicles

  Scuffs over 20mm, long, cracked, buckled, gouged, mismatched or not original.

  Standard vehicles

  Cracked, buckled, gouged, mismatched or not original.

  Vehicle interior

• Any missing original equipment as noted.

• Trim damage or missing parts of the interior trim.

• Upholstery burns, cuts, stains or tears to the seats, carpets, roof

  lining and material in the glove box/boot.

• Excessively dirty or smelly vehicle.

  Glass

• Repair between 2mm to 20mm in primary vision area (PVA) only.

• Replace over 2mm in critical vision area (CVA) edge of screen

  (90mm for top & sides, 65mm from bottom) and over 20mm in primary vision area (PVA).

Additional references

If the vehicle has been damaged during your rental, the following pages of this document can be referenced for clarity:

• • Prohibited Uses refer to page 4

• • Damage and Loss refer to page 7

• • Accidents refer to page 7

Annexure 4 – Renter Protection Services

Collision damage waiver (CDW) is included in your rental rate and reduces your liability to us for loss or damage to the vehicle to the amount of the applicable accident damage excess (ADE or excess) (stated on your rental agreement) which applies to each incident of damage or loss caused except in the event of loss or damage for a prohibited use.

Examples of damage covered by ADE include:

• • impact with a fixed or moving object (e.g. Damage caused if you have an accident);

• • loss of control of the vehicle;

• • unavoidable natural events, such as snow, hail, flood or rock fall;

• • fire caused by vehicle defect, including electrical fault, or from adjacent fire or explosion, criminal or terrorism acts.

Annexure 5 – Privacy and credit notice

When you rent a vehicle with us, we need to collect, store, use and disclose personal information about you to provide the services you request and for related purposes described below. You agree that you have read and understand that we will process your personal information in accordance with our privacy policy. We may also collect the personal information of other authorised drivers and passengers and you agree you have the authority to provide Explora with their personal information and that you have informed them of this privacy notice and that will also process their personal information in accordance with its privacy policy.

If you do not provide us with the personal information, this may impact on the services we can provide you.

How we collect our personal information

We collect personal information from you when you request our services to rent a vehicle, when you pick up and use a vehicle (through an in-vehicle monitoring system), when you provide us with your payment details, if the vehicle is in an accident or is reported lost or stolen, when you return the vehicle and when you incur charges.

We may take photographs of the vehicle when you pick it up and return it.

We may also take a photo of your person and a photo or a photocopy of your driver’s licence to confirm the information provided when you request our services to rent a vehicle.

Uses and disclosures of your personal information

We use your personal information for our legitimate interests and operations in connection with providing vehicle rental and related services including damage monitoring and reporting, responding to accidents and other incidents involving the vehicle, processing payments and charges, debt recovery, fraud prevention, insurance claims and credit management.

We may need to disclose your personal information to our related parties, franchisees and agents, insurers, our service providers (including online), to authorities who collect toll charges, fines and other road related charges, to the police on their request, to credit reporting bodies to list commercial credit defaults on their commercial database, to our debt collection agencies and to other parties involved in an accident with the vehicle during the rental period or your credit card provider in the event you default on the payment of any monies owing to Explora.

Marketing

We may use and disclose your personal information for marketing purposes. We may, with your consent, send you direct marketing by one or more methods (such as by email, text message or by post) depending on what you elect to receive and how, how you engage with us and the contact details you provide. You can opt-out of receiving direct marketing at any time by following the unsubscribe function in the message we send to your email.

Privacy complaints

Our Privacy Policy explains how to complain if you believe Explora has interfered with your privacy and how Explora will handle your complaint. Refer to Annexure 6 (Contacts).

Access to and correction of your personal information

You have the right to access on request the personal information we hold about you, subject to certain exceptions. You can also ask us to correct that information. Our Privacy Policy explains how to make access and correction requests and how requests are dealt with.

Your credit related information

We may disclose your credit information to credit reporting agencies, including if you default on making overdue payments in connection with consumer credit, we have provided you that is $150 or more. We may also disclose your credit information and eligibility information to our debt collectors and other credit providers.

You have the right to access on request the credit related information we hold about you, subject to certain exceptions. You can also ask us to correct that information.

Annexure 6 – Contacts

If you need to discuss any aspect of your rental or, ultimately, are not happy with your rental experience, you have the following options:

During your rental: Ask us if you have any questions or problems during your rental (e.g. To change the return time or return location) you can telephone our staff at any time using the number provided on the rental agreement.

You can raise any other issues arising from the rental with our location staff on return.

Independent advice: You are, of course, free to continue to seek redress through any other means, such as through the courts, if you remain unsatisfied.

After your rental: Ask our customer care team. If you disagree with any charges on your return, or have a complaint relating to your rental experience or privacy, you should:

• • call us on 0400 591 150

• • email us at info@explora.au

Or use the contact details provided on the front of the rental terms and our team will help resolve any issues.

We aim to deal with all customer contacts within 5 days.