Help Centre
Pickup, handover & self-collection
How vehicles are handed over — at the counter, or by the customer themselves.
- How does pickup and handover work?
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At pickup you run a guided handover: capture exterior and interior condition photos, record the odometer and fuel, confirm the bond, and start the hire. It all lands on the booking as a handover record — a clear before-and-after trail if there's ever a dispute.
- Can customers collect the vehicle themselves?
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Yes — self-collection lets a customer pick up without a staff member present, via a secure link. They verify themselves, take the required condition photos, the bond is held, and a lockbox code is revealed so they can get the keys.
It's controlled and safe: you switch it on per location, the vehicle needs a lockbox code, and there are checks like a pickup-time window and a geofence so the code is only revealed when the customer is actually there. If anything's off, they're routed to call you rather than let through.
- How are returns handled?
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When the vehicle comes back you complete the return — record the odometer and condition, note any extra charges (fuel, over-mileage, damage), and the bond hold is released on the timeframe you've set.
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