If the car does not meet safety or agreed condition standards upon arrival, follow these steps. This ensures a fair outcome for both guests and hosts.
Step 1: Review listing & Host disclosures (before pick-up)
Before heading to the car, review the listing details and photos carefully, check for any disclosed cosmetic issues, and clarify anything unclear with the host to avoid surprises at pick-up.
Guest responsibility:
By proceeding with the booking, you acknowledge and accept any disclosed and visible cosmetic conditions. If the host has disclosed cosmetic issues and the car remains safe and drivable, cancellation at pick-up due to these same issues will be treated as a change of mind and is non-refundable.
Step 2: Inspect the car at pick-up
Before starting your trip, check for any new or undisclosed damage, assess the car’s cleanliness and overall condition, and start the engine to test basic functions such as lights, brakes, and indicators to ensure the car is safe and ready to drive. Only proceed if the car is safe to drive. Always document issues before driving to avoid being held responsible for them.
Step 3: Identify the type of issue
All cases are reviewed based on listing accuracy, documented evidence, and car safety to ensure a fair outcome.
A. Disclosed cosmetic issues (Clearly disclosed by the host before booking or pick-up, or visible in listing photos, and deemed accepted upon booking)
Examples: Minor dents, scratches, or normal signs of use, such as light wear on the seats, trims, or exterior.
Outcome: Not valid grounds for cancellation or refund. These conditions are considered accepted at the time of booking.
B. Undisclosed or material issues
Examples: New or unreported damage, excessive dirt, strong odor, dashboard warning lights, or safety-related concerns
Outcome: Eligible for reporting and support review, which may include cancellation, replacement, or compensation
Step 4: Document before driving
If there are undisclosed or material issues:
Take clear photos/videos
Capture dashboard alerts or unusual sounds
Without documentation, claims may be limited.
Step 5: Contact Drive mate Support immediately
📞 +613 4160 2205
Include the following in your report to help us assess quickly:
Booking reference number
Clear description of the issue
Supporting evidence (photos or videos)
Step 6: Resolution path
Depending on the case, appropriate next steps will be taken, such as arranging an alternative car, approving a cancellation, or offering compensation where applicable. Drive mate will assess each case based on listing disclosures, host-guest communication, and all available supporting evidence.
Clear responsibility boundaries
Guest
Review the listing, photos, and any disclosed issues before booking
Accept all clearly disclosed cosmetic conditions prior to confirming your trip
Do not cancel at pick-up for conditions that were already disclosed and accepted
Report only new, undisclosed, or safety-related issues
Provide clear photo or video evidence to support any claim
Host
Accurately disclose all cosmetic and functional issues in listing and display accurate photos on the listing that will clearly show the cosmetic issues
Ensure the car is safe, clean, and roadworthy
Keep listing photos accurate and up to date. The listing must reflect the car’s current condition at the time of booking
Update photos promptly when there are new dents, scratches, or noticeable changes
Important:
If the actual condition of the car does not match the listing photos or disclosures, it may be treated as misrepresentation, and the case may qualify for cancellation, refund, or penalties.