Drive mate Damage Policy

The purpose of this damage policy is to provide a clear and simple framework for action in the unlikely event of damage to a Vehicle listed with Drive mate.

This damage policy is not an insurance policy. It explains how damage claims involving Guests and Hos who engage in car-sharing activities will be decided by Drive mate.

What does this damage policy cover?

This damage policy explains who is responsible for damage to Vehicles listed on the Drive mate platform, and how repairs are organised and paid for. This damage policy is to be read in conjunction with the Rental Agreement. Where this damage policy refers to ‘damage’, it does not include wear and tear. See the Schedule for examples of wear and tear. Drive mate and Guests are not responsible for repairing wear and tear to a Vehicle.

If you hold Between Booking Cover (BBI), you may be able to make a claim for discretionary protection in relation to damage or loss arising from the use of the Vehicle. 

Checking for damage: Guests' and Hosts' responsibilities

Guests' responsibilities

At the start and end of each Trip, Guests must: 

• Inspect the Vehicle for damage; and take and upload photos of the Vehicle. 

• The photos must: Capture a clear image of all sections of the Vehicle including the exterior panels on the bonnet, front, back, passenger side, roof and driver’s side, and the interior of the Vehicle. 

• Be taken even if the Trip begins or ends outside of daylight hours, in which case the Guests should use a flash or other available lighting in order to capture the clearest possible images of the Vehicle. 

• Be uploaded via the Drive mate app or website within 24 hours of the end of the Trip Period in the original, unedited and in the highest resolution form available. 

• If the upload function is not available then the member must email their photos, unedited and in the highest available resolution, to support@drivemate.au within 24 hours of the end of the Booking Period. 

Host’s’ responsibilities

Hosts must: 

• Inspect their Vehicle for damage regularly (as soon as possible after each Booking)

• Report any identified damage to Drive mate as soon as it is discovered. 

The reporting window for Hosts is based on the type of Vehicle setup:

1. Vehicles with Instant Booking Solutions (e.g., lockbox or Bluetooth technology):

   • Damage must be reported within 14 days from the time the Guest's possession ends.

2. Vehicles Without Instant Booking Solutions:

   • Damage must be reported within 24 hours of the Vehicle being returned to the Host.

Failure to report within these windows will limit Drive mate's ability to assist with damage claims.

Reporting damage that occurs during a trip

If a Vehicle or third-party property is damaged when a Guest is in possession of the Vehicle, then the Guest must report the incident to Drive mate and provide a description and photographs of the damage within 24 hours from the incident. The Guest will be responsible for any additional costs caused by their delay in reporting, or failure to correctly report the incident.

Drive mate may ask Guests and Hosts to:

• Submit a Damage Report Form.

• Provide any information or assistance required to process a claim

Who is responsible for damage?

Guests are responsible for any damage that occurs while they are in possession of a Vehicle, except in some cases of mechanical and tyre damage, as set out below. The Guest is considered to be in possession of a Vehicle from:  the time they access the Vehicle at the commencement of a Booking until they lock the Vehicle and return the keys. 

This period may not match exactly the time for which they have made a Booking for the Vehicle (for example, if the Guest picks the Vehicle up late or returns it early). The Host is considered to have possession of the Vehicle at all other times. 

Disputes about when certain damage occurred

When a Host reports damage to their Vehicle and the responsible party is unclear, the Guest who last had possession of the Vehicle will be held responsible unless they provide evidence that:

• The damage existed before their Trip: Demonstrated through start-of-Trip photos.

• The damage occurred after their Trip: Demonstrated through end-of-Trip photos taken after they returned the Vehicle.

If no Guest in the 14 days prior to the damage report can be held responsible, Drive mate will not assist further with investigation or recovery. Hosts may review older Trip photos independently and contact the relevant Guest if evidence arises, without Drive mate’s involvement.

Drive mate will determine responsibility based on this policy but is not obligated to mediate disputes. Damage that cannot be attributed to a specific Guest will remain the responsibility of the Host.

Responsibility for Tyre Damage

• Guests are responsible for any tyre damage, such as punctures or other issues, caused by driving over foreign objects during their Trip.

• Tyre damage caused by wear and tear, even if it occurs during a Trip, is the responsibility of the Host.

• Regardless of the cause, if a Guest drives on a flat tyre, they will be responsible for any additional damage caused to the wheel or Vehicle.

Lost, Stolen, or Unreturned Keys

• If a Vehicle key is lost, stolen, or not returned by a Guest, the Guest will be responsible for the cost of cutting a new key and re-coding the Vehicle's computer to disable the missing key, plus $100 inconvenience fee.

• Guests will not be held responsible for the cost of replacing lock barrels.

• Guests will be charged an additional $100 inconvenience fee for losing or damaging a key

Repairs

If a Vehicle is damaged in a way that compromises its safety or reliability, it must be made unavailable for Trips until the damage is repaired. For other types of damage, the Host may decide whether or not to have the damage repaired.

Organising Repairs

Drive mate will assist Hosts by organising repairs through its network of preferred repairers in major cities. The Host retains the final decision on whether to proceed with repairs, but if Drive mate offers a more cost-effective repair option, the Guest’s liability will be limited to that lower amount.

• Guests who are liable for damage are not entitled to review or approve repair quotes.

• If the Host chooses not to repair the damage, they may opt for the cash equivalent of the repair cost (based on the preferred repairer’s quote).

• The Guest's liability to compensate for the damage remains independent of the Host's decision to repair or accept a cash settlement.

• If a claim is lodged with Drive mate’s fleet insurer, Drive mate will assess the damage and authorise repairs in accordance with this policy and subject to any instructions from the insurer.

Cash Settlement Policy

If a Host opts for a cash settlement instead of repairing the Vehicle, the following conditions apply:

1. The cash settlement will not include additional compensation for the Host’s loss of use of the Vehicle.

2. The Host must sign a waiver confirming they accept the cash settlement in lieu of repairs.

3. If incremental damage occurs on the same panel and the Vehicle has not been repaired after the cash settlement, Drive mate reserves the right to deny coverage or further repairs for that area.

4. Drive mate reserves the right to decline offering a cash settlement depending on the type or extent of the damage.

5. The settlement amount is determined based on the cheapest quote provided by Drive mate’s preferred repairer.

6. Drive mate is not obligated to share itemised quotes with the Host.

7. If the Host is dissatisfied with the settlement amount, they can choose to get the Vehicle repaired through Drive mate’s preferred repairer.

Delays to the Settlement and Repair Process Caused by Hosts

If, in Drive mate’s reasonable opinion, delays caused by the Host increase repair costs or result in additional expenses, these costs may be passed on to the Host. Such delays include, but are not limited to:

• The Host failing to respond to Drive mate’s requests for information or photos within 3 business days; or

• Any action or inaction by the Host that delays the progress of repairs.

If the Host fails to provide the requested photos or information within two weeks of Drive mate’s request, Drive mate will decline to assist further with the claim. This includes organising repairs or recovering payment from the Guest. In such cases, the Host will need to manage the claim independently and contact the Guest directly to collect payment.

Pre-Existing Damage Policy

When a Guest is responsible for damage to a Host’s Vehicle, the following rules will apply if there is pre-existing damage to the affected area:

1. No Previous Cash Settlement:

   • If the Host has not received a cash settlement for the pre-existing damage, the Guest will only pay for the cost of repairing the new damage.

2. Previous Cash Settlement:

   • If the Host has received a cash settlement for the pre-existing damage, the Guest will pay for the repair of both the new and pre-existing damage, minus the amount of the previous cash settlement.

3. Combined Repair Cost is the Same as New Damage Alone:

   • If repairing both the new and pre-existing damage costs the same as repairing the new damage alone:

     • No Previous Cash Settlement: The Guest pays the full cost of repair.

     • Previous Cash Settlement: The Guest pays the repair cost minus the previous cash settlement amount.

Incremental Damage and Assessment Costs

• If incremental damage is claimed on a panel with pre-existing damage, the Host must pay for an independent assessment to determine the cost difference between the new and pre-existing damage.

Repair Contributions

• If the Host chooses to proceed with repairs, they must contribute the amount of the previous cash settlement toward the repair costs.

Payment to Host When Their Vehicle is Unusable Due to Guest Fault

If a Host's Vehicle becomes unusable (e.g., unroadworthy, unsafe, or at risk of further damage) as a direct result of damage caused by a Guest, the Guest agrees to compensate the Host $25 per day for up to 14 days. This payment will begin on the later of:

• The day the damage is reported to Drive mate in writing; or

• The first full day the Host is unable to use the Vehicle.

The payment period will end on the earliest of:

• 14 days from the start date;

• The day the Vehicle is repaired; or

• The day Drive mate makes a settlement offer to the Host for a written-off Vehicle.

Exclusions

This payment will not apply:

• For mechanical issues unrelated to Guest-caused damage; or

• If the Host opts for a cash settlement instead of repairing the Vehicle.

Insurance Claims, Damage, and Loss Liability

When a Guest is responsible for Loss or Damage to a Host’s Vehicle, they may be charged for the following:

1. Repair Costs:

   • The estimated cost of repairs to restore the Vehicle to its original condition.

2. Damage Handling Fee:

   • A fixed fee of $75 to cover the administrative costs of handling the damage claim.

3. Towing or Transport Costs:

   • Towing charges will be billed at cost.

4. Independent Assessment Fees:

   • Fees charged by an independent assessor to evaluate the damage.

5. Loss of Use Payment:

   • Compensation to the Host for the loss of use of the Vehicle during the repair period, as per the loss of use policy.