Host counts on guest to return the car at the originally scheduled time, extend via Drive mate app, or make a new booking to continuously use the car. If the guest return the car late, it puts significant inconvenience and stress on host and the affected guest.
For guests, we want to ensure that there is sufficient flexibility when it comes to dropping off, as there are sometimes practical issues such as getting stuck due to unavoidable reasons or heavy traffic. For this, Drive mate provides a grace period of 15 mins. to all guests. It’s always recommended to opt for a trip extension if a guest feels that they are likely to get delayed (trip extensions are subject to Host approval unless the car's on Instant Booking).
Charges to the guest
If the guest is delayed beyond the grace period, then a late return charge + inconvenience fee will apply.
If you return the car late, here’s what applies:
Up to 1 hour late: $25 + inconvenience & processing fees
1 to 6 hours late: $100 + inconvenience & processing fees
More than 6 hours (up to 24 hours): charged at 2× the daily trip cost + inconvenience & processing fees
(this includes the car price, processing fee, and Drive mate fees per day cost). Example: If your daily trip cost is $100 (includes car price + processing fee + DM fee), and you’re more than 6 hours late, the charge is based on per day trip cost x 2 + inconvenience & processing fees
If your late return affects the next guest’s booking, there’s an additional $200 inconvenience fee. Part of this goes to the host, and the rest covers the disruption and rebooking effort.
Payouts to hosts
The Host will be paid their share of the late return charge + inconvenience fee, if applicable.
The Host's share of the late return charge will be calculated per their car’s listed price for the time the car is late. So, if the car is delayed by 5 hours, then their share would be equivalent to their listed price for 5 hours.
Hosts are paid an inconvenience fee of $50 if next booking is impacted.
In the event of very substantial lateness, additional fines will be assessed at Drive mate's sole discretion.
If it is unclear when the guest will return cars, Drive mate could decide to pick up cars, and return to Hosts and charge repossession and towing fees to the guest.
When this happens, the guest will be charged for the rental period until the date we initiate our car recovery procedures.
Hosts will then receive a compensation of $25 per day, up to a maximum of 14 days. This compensation is intended to offset the inconvenience caused by the late return.
If a car is not returned after 6 hours of the scheduled drop-off time, the case will be escalated to our Claims Team and treated as a non-return. Our Claims and Security team will take over handling, which may include recovery actions, coordination with relevant parties, and applying any associated fees in line with our policies.
Extreme delays and repossession:
In rare cases of significant lateness or when return time is unclear:
Drive mate may initiate car repossession to return the car to the Host.
Repossession and towing fees will be charged to the guest.
Additional penalties may apply at Drive mate’s discretion.
How to avoid late return fees:
Always check traffic and plan ahead.
Use the Drive mate app to request a trip extension before your return time.
Communicate with your Host proactively if you're running late.
For host: How to report late returns:
Call our 24/7 support line at +613 4160 2205
Head over to drivemate.au and click on the chat window on bottom right
Email us at support@drivemate.au - please mention your car rego(s)
Provide the communication details with the
If a car is not returned after 6 hours of the scheduled drop-off time, the case will be escalated to our Claims and Security team and treated as a non-return to take over handling, which will include recovery actions, coordination with relevant parties, and applying any associated fees in line with our policies.
Evidence & responsibility for return time
The official return time will be determined based on platform-recorded timestamps, including GPS logs, trip status and drop-off records, where available. Drive mate reserves the right to validate and reconcile these against system logs and other supporting data to ensure accuracy.
If system timestamps and GPS logs are unavailable or inconclusive, both the Host and Guest are required to provide verifiable, time-stamped evidence of the actual return time such as photos, videos, messages, or third-party records.
Failure to provide sufficient evidence will result in Drive mate determining the return time based on the most reliable available information, which will include the scheduled end time, subsequent booking impact, or other supporting indicators.
In the absence of credible evidence from either party, Drive mate reserves the right to make a final determination, which will default to a late return classification.
Calendar management
Hosts are responsible for keeping their car availability accurate. When a late return is expected or confirmed, Hosts is required to proactively block their calendar to prevent new bookings from being affected.
If the return time is uncertain, Drive mate may also apply temporary calendar blocks on the Host’s behalf (typically in 24-hour intervals) while the situation is being monitored. Hosts should continue to review and adjust availability as updates are received.