Hertz Australia Frequently Asked Questions

I have returned my car, when will I get my bond back?

An authority hold or frozen amount is put on hold on the credit card at the start of the rental. On the day you return your vehicle an electronic message goes to your bank to release any holding amounts. This will not appear as a credit as the funds have not been removed from your account.

Depending on who you bank with this can take anywhere from 2 - 10 days to release.

If you have a Visa or Master debit card that works the same as a credit card, this will appear as a debit online, as Debit cards do not have the ability to show frozen amounts. However they have not been removed from the account and will no longer appear on your next statement.

If your hold is still showing in a pending status after this time please contact our Customer Relations Team on 1800 55 00 78 or email aushertzcustrel@hertz.com with your rental agreement and the name of your bank.

Note: if you have paid a cash deposit any refund will be issued via cheque, this can take up to 14 working days.

I received a Toll invoice from Hertz, however had my own etag/pass setup?

Due to all Hertz vehicles being registered to the RMS toll account, any direct payment (etag or pass) to the toll authority must be setup PRIOR to using the toll road.

Once a toll point has been used and no other pass or etag is found this will automatically bill against the Hertz account.

These charges are then forwarded to you with an Administration Fee per the rental agreement.

If you have set up a pass prior to toll use or had your own tag in the vehicle but have still incurred tolls please send a copy of your pass detailing the payment you have already made, or your etag statement showing the device was in the vehicle at the time for a review of the Hertz charges. Send to aushertzcustrel@hertz.com, please ensure you include your Rental Agreement or Reservation number.

Please note our invoice can only list 10 trips at a time so you may receive multiple invoices if you have travelled on tolls over 10 times. 

I have been charged $36.30, why?

This means Hertz have been contacted by an Authority in regards to a Traffic or Parking Infringement incurred during your rental period.

Hertz process a Statutory Declaration providing your details to the relevant authority who then send you the fine direct.

As per the conditions of rent a $36.30 Infringement Administration Fee applies.

What happens if I return late?

By way of explanation, rental days consist of consecutive 24 hour periods starting at the time of commencement of rental indicated on your Rental Agreement.  We also have in place a 59 minute Grace period before any extra charges are raised.

This means that extra hour’s charges are calculated as follows, past the commencement of rental time:-

0-59 mins       - No Charge
60 – 119mins   - Half (½) the daily rate
2hrs +            - 1 Full Day Charge

As a result of these extra charges any additional charges eg Child Seat, GPS, Excess Reduction option are calculated at 1 full day’s charge.

*if returning earlier than booked by 24 hours a $30.00 (excl taxes) Early Return Fee is applicable

Why I have I been charged more than my quote?

Various factors can be attributed to the difference in your booked rate vs your final charge.

Extra Days
Fuel
Accepting Accident Excess Reduction, Max Cover or Premium Cover or SuperCover on pickup
Adding GPS or Childseats
Wifi
Returning Early

Please note any % based fees and taxes *(GST, Administration Fee and Location Fee) are applicable to any additional items added.

To obtain a copy of your invoice please click here 

For more information on your invoice click here 

Is there a cost if I need Roadside Assistance?

If the call out is for a problem not inherent to the vehicle eg. Locked keys in the vehicle, changing a flat tyre, flat battery due to accessories left on etc, a $165.00 Roadside Assistance Fee is applicable.

There is no charge should the problem be inherent to the vehicle eg. Mechanical issues.

For more information click here.

Hertz offer a Premium Roadside Assistance Cover at $3.00 per day (excluding taxes) which waives the $165.00 call out fee.

Please note: Towing is only covered if you have taken SuperCover

Why have I been charged a Cleaning Fee?

A cleaning fee is applicable should the vehicle be returned in a state other than which it was rented out in, and cleaning above Hertz standard practices is required. Eg pet hair, sand or smoking in the vehicle

I just got charged $60.50 what is this for?

A $60.50 charge is a Claims Processing Fee and/or an External Damage Assessment Fee. For more information please Click here, or contact our Claims Team at hcmclaimsau@hertz.com.

I have a damage dispute/query for an Australian rental, who do I contact?

Please click here, or contact our Claims Team at hcmclaimsau@hertz.com.

Can I get a refund on the days I didn’t use if I prepaid my rental?

Unfortunately there is no refund on unused days. For Prepaid Terms and Conditions please click here