Oyo Car Share

FAQs

General

1. How  do I sign up to Oyo Car Share? 
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Simply download the Oyo Car Share app from theAppStore or GooglePlay, select Sign Up and enter your details, then submit your application.

As soon as your application is approved, you will be able to make your first booking.

2. What do I need to sign up?
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Once you have downloaded the Oyo app, you will need the following to sign up:

* $1 preauthorisation is held to ensure the credit card is valid. This will be released within 7 days

3. What are the eligibility criteria to join?
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You must:

  • Beat least 18 years old
  • Have at least 2 years driving experience
  • In the last 3 years, not:
  • o  Had an application for motor vehicle insurance refused, declined or cancelled;
  • o  Had your driver’s licence restricted, suspended, cancelled or endorsed with special conditions;
  • o  Been convicted of, or had any fines imposed for criminal activity; and
  • o  Had more than 2 motor vehicle claims where you had to pay an excess.
4. How much does it cost to join and use?
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There are no membership fees with Oyo Car Share –you simply pay for what you use. Our cars have a usage (hourly or daily rate)and distance fee per km, with 150km included in a daily rate. The total journey cost depends on how long you need the car for and the distanced travelled. For more information on our booking fees, click here.

5. Are there any other fees and charges?
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skip bin hire

Click here to see our fees and charges.

6. How do I pay?
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skip bin hire

Payment is by credit card with Visa,MasterCard or American Express. We use the credit card stored on your account to process payments.

7. Can I use any smartphone to download the app?
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skip bin hire

The Oyo app requires the following operating systems  as a minimum:

  • iPhone– iOS 10
  • Android – version 5.1
8. I have an International Driver’s Licence. Can I still join?
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Yes, provided you meet our requirements to join, including the eligibility criteria, and your Driver’s Licence is in English or you have an English translation of your licence or an international driving permit.

9. When can I make a booking?
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You can make a booking as soon as your application is approved. You will receive a Welcome email when this is completed, usually within 3 hours of submitting your application during business hours

10. Is insurance included?
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Insurance is included with Oyo Car Share.

The insurance excess you are required to reimburse us in relation to a valid claim is set out below and will vary depending on the driver’s age.  

Age
Insurance Excess
25 years or older
$1500
21- 24 years
$2500
Under 21
$3500

For a fee, the Insurance Excess can bereduced as specified in the Reduced Insurance Excess column below:

Age
Reduced Insurance Excess
25 years or older
$300
21- 24 years
$500
Under 21
$1000

The Reduced Insurance Excess applies when you select the Insurance Excess Reduction option at the time of making each booking for an additional fee per booking.

Refer to our Member Agreement for more information regarding insurance.

11. What is Oyo Concierge?
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If you are unfamiliar with the latest in car technology or want to know more, you can request an Oyo Concierge* on your first booking at no additional cost.The Oyo Concierge will arrange to meet you at the car up to 15 mins prior to your booking start time to take you through the car’s features and answer any questions you may have about how to use them. For example, how to pair your phone with the car’s Bluetooth or how to use the moonroof. 

Just give us a call on 1300 001 022 after you make your first booking to arrange an Oyo Concierge.  

*Available Monday to Friday, 9am to 5pm (excludes public holidays)

12. Do I have to clean the car?
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Standard cleaning is included, which means our cars are cleaned inside and out on a regular basis. However, we do rely on our members to keep the cars neat and tidy between scheduled cleans. Please remove all rubbish, clean up any spills and sweep up any mess after your booking and if you notice that a car needs a clean, please let us know bye mailing us at info@oyocarshare.com.au. Smoking is strictly prohibited in all Oyo cars.

13. Do I have tore fuel the car?
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The cost of fuel is included in your booking fee. However, we do require our members to refuel if the fuel is at a1/4 tank or below. Please use the fuel card and PIN code located in theDriver’s Guide in the glovebox to pay for fuel. Please note, you may be charged a fee if you end your booking with less than a ¼ tank of petrol.

14. CanI use Oyo Car Share for one way trips?
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No, Oyo Car Share can only be used for return trips. You must return the car to the parking spot you picked it up from.

13. Can I pick up the car from one location and return it to another?
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No, you must return the car to the parking spot that you picked it up from.

Membership

1. How do I change my password? 
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skip bin hire

Log into the app, click on the menu, select My Account, then Update Password. Enter the details requested and click Save.

2. I have forgotten my password. What do I do?
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skip bin hire

Simply click Forgot Password on the login screen of the app, enter your email address and a password reset email will be sent to you.

3. How do I update my payment card details?
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skip bin hire

Log into the app, click on the menu, select My Account, then Update Payment Method.Click Add a New Payment Card, enter the required details and click Update Payment Card.

4. How do I update my Driver’s Licence details?
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Log into the app, click on the menu, select My Account, then Update Driving Licence.Tap Front of Licence, take a photo of the front of your licence, select “Use Photo”. Follow these steps for Back of Licence. When done, click Save.

5. How do I update my personal details?
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Log into the app, click on the menu, select My Account, then if you need to update your address or contact number, click on your name, update the fields as required and click Save.

If you need to update your email address, after selecting My Account, click on Email Address, update your email address and click Save.

6. How do I cancel my membership?
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Simplysend us an email including your details at info@oyocarshare.com.au.

7. Which fuel do I use to refill the car?
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Please refer to the fuel card holder located in the Driver’s Guide in the glovebox or to the back of the fuel cap for each car for fuel details. Most of our cars use Unleaded 91 or Premium Unleaded 95.

8. Where is the fuel card PIN?
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The fuel card PIN code is located in your booking confirmation email.

9. Can anyone else drive the car during my booking?
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No. Please refer to our Member Agreement for more information.

10. How do tolls work?
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Oyo cars are fitted  with e-tags. Any tolls incurred by you during your booking will be charged  back to the credit card stored on your account.

11. What if I get a parking or  speeding fine? 
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OyoCar Share does not take any responsibility for infringements incurred by our members. Any infringement notices received which relate to your booking or your use of the vehicle, if for example, you parked the car illegally, will be assigned to you.

Please note that an Administration Fee will be charged for re-assigning an infringement. Click here to see applicable fees and charges.

12. What if the car breaks down?
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Oyo cars are covered by 24/7 Roadside Assistance.  

Roadside Assistance will come to your car(usually within an hour) to help in the case of a breakdown, flat tyre, flat battery, or any other disabling car problem. 

If you need Roadside Assistance, call 1300 832 772.

13. What if the car is damaged, low on fuel or dirty?
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Please report any damage not already recorded in the app, low fuel (less than ¼ tank) or cleanliness issues using the Oyo app at the beginning of your booking or callus on 1300 001 022.You maybe held liable for damage or cleanliness issues if you don’t report them prior to starting your booking.

14. What do I do if I have an accident?
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Please refer to the Driver’s Guide located in the glovebox for all the information you need in case of an accident or callus on 1300 001 022.

Bookings

1. How do I make a booking?
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Once you have downloaded the app, signed up and been approved, simply select your required pick up date and time and return date and time and use the Oyo Car Share app to search and book, otherwise callus on 1300 001 022 to make a booking for you.

2. How do I start a booking?
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  • Open the Oyo Car Share app on your mobile phone.
  • Open the Current Journey screen (if it does not open automatically).
  • Click the unlock button to open the car. This will only become available within 5 minutes of your booking start time.
  • Turn on the vehicle by putting your foot on the brake and pressing the Power/Start button

Please ensure your mobile phone has sufficient battery to last the duration of your journey otherwise you may not be able to unlock, lock or start the car.

Don’t forget to inspect the car for any damage or low fuel and record it via the app if needed before you start your journey by clicking on ‘?’ top right in the Current Journey screen.

3. I don’t have any keys. How do I start the ignition?
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Keys are not needed to start Oyo cars. All you need is your phone and the Oyo Car Share app to access and start the car.

To start the car, place your foot on the brake and press the Power/ Start button. You’ll know you’re ready to go when the dashboard lights up.

4. How do I end my booking?
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Return the car to the parking spot you picked it up from, then:

  • Open the Oyo Car Share app on your mobile phone.
  • Open the Current Journey screen (if it does not open automatically).
  • Click the lock button to lock the car.
  • Click End Journey, complete the checklist and End Journey again.
5. CanI cancel my booking?
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You can cancel your booking any time before the  booking commences via the app by going to Upcoming Bookings, selecting the booking you would like to  cancel, then clicking Cancel

6. Can I change my booking?
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You can change your upcoming bookings in the app by selecting the booking you would like to change, then click Edit to change the pick up or return details. The booking fee will either increase or decrease depending on the change. 

To change cars, please cancel your booking and make a new booking.

You cannot change a booking that has already started.

7. Can I extend my booking?
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You can extend your booking for up to 2hours via the app, provided the car hasn’t been booked by another Member. To extend your booking, open the Current Journey screen and click Extend. Select the period you would like to extend for and click Confirm

If you are unable to extend your booking and don’t think you will return on time, please call us on 1300 001 022.

Troubleshooting

1. My fuel card doesn’t work
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Please confirm you are using the correct fuel card PIN code. You will find this in your booking confirmation email. If you are using the correct PIN and the fuel card is still not working, please pay for the fuel. Keep the itemised receipt, and email it to fuel@oyocarshare.com.au with your member and booking details and we will reimburse you.

2. What if someone is parked in my spot?
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If another car is parked in the station when you return,  please park in the closest legal, unmetered parking space and call us on 1300 001 022 to let us know that you couldn’t return the car to its station. 

Please photo of the car parked in the Oyo spot, clearly showing the registration number so that we can report it to Council. 

If you don’t contact us to let us know where the car is parked, you will be charged a fee for returning the car to the incorrect location. 

If you return the car to a car space that is or becomes an illegal car park or a metered car space, you will be liable for any fees and charges incurred as a result.

3. My car isn’t in its station
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If you can’t see the car nearby, call us on 1300 001 022.

4. My car won’t start
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Make sure the gear shift is in Park, then place your foot on the brake and press the ‘POWER’ or ‘START’ button.  

If you are in a Hybrid, wait for the green READY signal to be displayed, then you can start driving. Don’t worry if you don’t hear the engine start, hybrids are very quiet.

If you need help, call us on 1300 001 022.

5. My car won’t lock
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Check your mobile phone to see if you have received any app notifications that may require you to take some action, for example, make sure Bluetooth is on, or call us on 1300 001 022 for assistance.

6. My car won’t unlock
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  1. Confirm you have the correct car by checking the registration number and location on your booking confirmation email.
  2. Check your mobile phone to see if you have received any app notifications that may require you to take some action. For example, check that Bluetooth is on.
  3. If the above doesn’t resolve the issue, call us on 1300 001 022.
7. I can’t make a booking in the app
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Check that your credit card or driver’s licence details have not expired. If they have, please update them via the app. If you are still having issues, please call us on 1300 001 022.

Schedule of Fees and Charges

Booking fees
Amount
Usage and distance rates
Insurance Excess Reduction
(optional and must be selected at time of booking)
$9 per booking
Other Fees
Amount
Administration Fee
$25
Cancellation (0 – 2 hours before booking start)
$10
Car relocation
$95
Car returned to incorrect location
$25
Claims management
$240
Cleaning
$95
Fuel card replacement
$25
Late return
$25
Less than 1/4 tank of fuel
$25
Overdue Interest
2% of amount outstanding
Roadside Assistance Re-charge
Variable cost

Insurance Excess

Age
Insurance Excess
25 years or older
$1500
21- 24 years
$2500
Under 21
$3500

Reduced  Insurance Excess

Age
Reduced  Insurance Excess
25 years or older
$300
21- 24 years
$500
Under 21
$1000

*The Reduced Insurance Excess applies when you select the Insurance Excess Reduction option at the time of making each booking for an additional fee per booking.