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2 welcome to Thank you for choosing to become a member of Australia s first car sharing service. This booklet describes your rights and responsibilities and how the service works. The arrangements described in this booklet may change as we improve and develop the service. We will keep you informed of any changes. For the most up-to-date information check our website at contents Booking your car Picking up your car Returning your car Fuel, Tolls, Maintenance & Repairs Emergencies & Trouble-shooting Member Responsibilities Accidents and Damage Damage Cover Billing Additional Fees and Credits Contact Information June First trip made in a car sharing service in Australia by goget carshare members Fiona Court and Dale Bartley 1

3 1 booking your car internet booking system When you want to use a car, you can book one by using our online booking system. 1 Go to and click on member log on at the top of the screen. 2 Enter your 8-digit Member Number and 4-digit access code; then click ok. On the booking page you can make a booking, check any booking you made earlier, cancel a booking or find out exactly where any car is parked. The page will open displaying the 6 closest parking spaces (we call them pods ) to your home or work address. 2 By clicking on the name of a car, you will see a photo of it, information about it and where it is parked. You can also see a map to show you exactly where to find it.

4 how do I book a car? 1 When the booking page opens, it will show today s date and your local pods. You can search for an available car with these options: by typing an address by clicking the car type by ticking the boxes of the vehicle accessories e.g. roof racks quicksearch allows you to choose a car by a list of pod locations and car type. 2 Choose the day you would like to book for. If you want to book ahead of today click on the calendar and select the date you would like. 3 Click on a green icon to mark the start your booking. This will give you a booking entry page where you choose the time and duration. This legend explains the booking icons: 4 Click on Book it! when all details are correct. A Booking Confirmation page will appear with full details of your booking. 5 Click on Confirm to complete your booking. Your booking will appear as one or more pale blue icons on the main booking page. You will receive an confirmation of your booking. For further information see the Help section in the booking system. 3

5 booking between midnight and 6am there are no hourly charges between midnight and 6.00am However you still need to make a booking. And normal kilometre charges still apply. To book a car between midnight and 6.00am: 1 Click on any on the day you wish to make your booking 2 The Edit Entry page will appear. Select the Start Time of your booking using the drop-down menu. For example, if you want your booking to start at midnight, select 00:00 3 Select the End Time of your booking using the drop-down menu For example, if you want the car until 5am, select 05:00 4 Make sure you have selected the correct date 5 Click Book it! extending a booking At any time before you pick up a car, you may extend a booking, if no other member has already booked that time. To extend a booking simply click on the next hour after the end of your original booking. The details of the booking will then show and you can change the end time of the booking. You will then see the Booking Confirmation page again, with the change to your booking. Once booked your extended booking will be shown as on the main booking page. If you are extending a booking to become a daily booking, the system will automatically adjust your bill at invoice time. 4

6 booking your car - telephone booking system We also have a telephone booking system available for your use. To use this system phone on Using the system you can: 1 Make a new booking 2 Extend your booking 3 Speak to us how do I make a booking? simply dial and then dial 1 to begin the booking. 1 If the system requests it, dial your 8 digit Member Number 2 When asked, dial your 4 digit access code 3 The system will automatically invite you to book your favorite car right now. If this is not what you want to do, follow the instructions for a booking in the future 4 If you are in the car and extending a booking so you won t return it late, the system will know and invite you to extend the booking first Please note: If you call to extend your booking after it has already ended, the system requires you to make a new booking. 5

7 booking cancellation There will be no charge if a booking is cancelled more than 48 hours before the time of the booking or if you cancel a booking within 10 minutes of the time when you made it. If you cancel less than 48 hours before the time of booking, you must pay the hourly rate for the hours you booked, because it prevents someone else booking the car. To cancel a booking more than 48 hours before the time for which you booked, go to the website, log in and simply click on My Membership and Bookings in the top line of the page. The next page will show the details of your booking and you can click on Modify. If you click on Modify, a page will open with the booking details. At the bottom you can click on Delete Entry if you want to cancel the booking or on Edit Entry if you want to change it. If you click on Delete Entry, the system will ask you Are you sure you want to delete this entry? To finish canceling the booking, click on OK. You will return to the booking page and your booking will have gone. If you click on Edit Entry you can change the details and click on Book it. The system will tell you the change has been made and will return you to the booking page where you can check the change. Please note: You can find more help and information on the Web Booking System by clicking on Help on the booking page. 6

8 2 picking up your car You will find your car in its normal parking spot - we refer to these parking spots as pods. Often there are two or more cars in the same pod, so make sure that you don t accidentally take the wrong car; check that the name of the car (or the rego) matches your booking confirmation. By taking the wrong car, you could incur fines if you inconvenience another member. The damage inspection is the most important thing to do BEFORE you use the car. Before using your car, please do a quick check for any damage to the car. Each car has a Damage Report Sheet in its glove box. If you notice damage to the car that seems to be new and is not already noted on the sheet, or doesn t have a report number, call on to report it. Every member must inspect the car before using it and report damage. otherwise they may be held liable for any unreported damage. has an automated system to open its cars. has issued you with a plastic smart card. To open a car you must use your Smart Card. There is a card reader in each car on the right hand bottom corner of the windscreen on the drivers side. to access your car: 1 Hold your goget card over the reader located near the lower corner of the windscreen on the driver side. The reader will beep twice, unlocking the car doors. 2 To start the car use the vehicle key, which is on a retractable cord underneath the dashboard near your right foot as you sit in the car. 3 Start the car and drive as normal. 4 Stop the car and remove the key from the ignition. The reader will beep for a time to remind you to lock the doors with your card. 5 Close the doors and make sure all lights are off. To lock the doors hold your card over the reader, wait for the reader to beep twice and check the doors are locked. 7

9 3 4 returning your car fuel, tolls, maintenance and repairs You must return the vehicle by the end time of your booking, or extend your booking by phoning us. Make sure there is plenty of time to get the car back to its parking spot. If you wash the car, we will give you a credit to help pay for the cost of your next trip and a big thank-you! See Section 10: Additional Fees and Credits for instructions. Make sure the vehicle is clean Check that all lights are switched off. Remove the key from the ignition Lock the car using the Smart Card on the windscreen as it is explained in Section 2. Make sure you take all your belongings (including any rubbish) with you. If the fuel gauge shows less than ¼ tank by the end of your booking, you must completely fill the tank before returning the car. There is a fuel card in the car, so you do not need to spend your own money. The fuel card is accepted at Caltex, Caltex/Woolworths and AMPOL petrol stations. Inside the car s logbook, you will find a map and a list of addresses indicating exactly where many of these petrol stations are located. If you cannot refuel the car using a participating service station, simply obtain an itemised receipt and either post, fax or a copy - with your name and car name - to and we will deduct the amount from your next bill. using the fuel card 1 Find the fuel card, which is in a plastic holder attached to the key 2 Fill the tank and present the fuel card for payment 3 Return the fuel card to the plastic holder 8

10 low fuel at the start of your booking If at the start of your booking the fuel gauge is below ¼ of a tank, you are entitled to a $25 inconvenience credit. In order to claim your credit, you must: Completely fill up the tank. Send us a copy of the itemised receipt and include: your name, the car name & write less than ¼ full. tolls Each vehicle has an e-tag installed for your convenience. Any tolls applicable to your booking will appear on your monthly invoice. 5 maintenance and repairs is responsible for all service and repairs. Please report any mechanical or other problem immediately. If you ever need help because of a mechanical problem, please phone on , dial 0 to speak to someone and we will arrange roadside assistance to get you on your way again. Please note: Any flat tyres or a flat battery caused by a member during their booking will incur a fee between $95 and $150 depending on the time of day and location of the car. emergencies and trouble-shooting We do our best to make sure that you do not have problems while driving goget cars but, if you do, we are ready to help. If there is an emergency, phone at any time on and dial 0 to speak to someone. Outside normal working hours your call transfers to the mobile phone of a duty staff member. Please note: If at the beginning of your booking the car is not in its pod, check to see if it is nearby, then call immediately. 9

11 early pick up/late return It is very important that you do not pick up a car before the time that your booking starts or return a car late! Another member may be waiting to use the car at the end of your booking time. If you pick up the car before your booking starts you will incur a fee of $25 If you return the car late, you will have to pay late fees Book a car for long enough to be sure you have enough time to complete your trip. Paying an extra hour is a lot better (and cheaper) than ruining someone else s booking by being late, and having to pay extra fees yourself. Think about possible traffic jams and other unexpected delays when making your booking. If you are going to be late and you find you cannot possibly get the car back on time, phone before your booking ends and we can then help any other member who has booked the same car after you. Please note: If you do not tell us that you are going to be late you will have to pay extra late fees. See Section 10: Additional Fees and Credits of this booklet. you cannot find the car you booked If you cannot find your car we will help get you on your way by taxi or in another car. Please note: will give you a credit towards the taxi fare up to a maximum of $25 but will pass these costs onto the member who is late or did not park the car in the correct place. 10

12 you cannot return the car to its normal parking area cars are parked in special reserved and marked parking bays or in car park areas where there are almost always parking spots free. If you cannot park in the usual place, please park in the nearest legal and unmetered parking space you can find. Please be aware that most cars have residential parking permits for the area - just check the windscreen for a permit. Please note: Any fines incurred for parking illegally are passed on to the member responsible. Follow the instructions located in the logbook of each car. If you have been unable to return the car to its pod, send a text to where you have parked the car so that we can pass on this information to the next user. You can also call us and leave a message. Please note: texting doesn t mean we will move the car, its only so we can notify the next member of the cars location. Please include the name of the car or its rego number, the street number and name of where it is parked. For example: Zoe 12 Macleay St, or AV00MI 12 Macleay St. Please note: Remember to return the car to its correct pod. Please ensure that you do not park your car in a different pod. Members who do will incur fines for inconveniencing other members. 6 member responsibilities Below are some rules that all our members must follow. The purpose is not to make things difficult for you but to make sure that: you are safe other members are safe the service is successful the cars are kept clean members do not cause problems for other members If you have questions or comments, please let us know. 11

13 to use a vehicle: You must be a member. You may not use a car without a booking made through the Web Booking system or Touch-Tone Telephone System. You must not smoke in any car. Pets may only be carried in a proper container or pet carrier. The next user should not be able to see or smell that a pet has been in the car. You must not permit any other person, who is not a member, to drive a car. You must obey all laws, regulations, rules and ordinances. You must pay any toll charges, fines, parking tickets, penalties, claims, losses or damages, including towing charges that result from your use of one of our cars. You agree to report any damage using the damage log form kept in the logbook folder in the car. And you agree to call us immediately to report any damage caused during your booking. You agree to give any information needed by s insurer if any damage claim is made. 12

14 7 accidents and damage You must immediately report to any accident or damage to the car you are using, by phone or in person. You must also report the accident to the police, if: any car has to be towed away either driver failed to give details to the other someone was injured you suspect drugs or alcohol were involved If you do make a report to the police, you must inform that report. of the Police Reference Number of Each car contains a Collision or Damage Report form in the car s logbook. You must ask for the names and addresses of anyone who saw the accident and could give information and you must give a written description of the accident and the damage. After an accident you may only continue your trip after receiving permission from staff. You must not admit that you caused the accident or promise to pay money to any person or try to make any repairs yourself. You will not normally have to pay more than the damage cover. However, if for some reason s damage cover policy does not cover the damage (for instance, because you have driven while affected by alcohol) you may have to pay the full cost of car repair or replacement and for claims made by other people involved in the accident. Please note: We will deduct the damage cover from your credit card immediately following an accident. 13

15 8 damage cover s fleet damage cover policy covers you while you are driving our cars. If you cause an accident, you or your organisation will have to pay up to $1500 (if you are 25 years of age and over), or $3000 (if you are under 21 years of age) or $2000 (if you are 21 and under 25 years of age) for damage caused to the car or other vehicles. Damage cover reduction is available if you choose to reduce your at-fault damage cover. Damage cover may not apply if you breach the contract, for example, driving while under the influence of alcohol. 9 billing Please notify us if your billing information, such as address, phone numbers, credit card or address changes (see Section 11: Contact Information). How much you will pay to use s service depends upon the plan you have chosen. You will receive a bill every month, with details of your use during the previous month. We will charge your credit card 7 to 14 days after you receive your statement by . You may upgrade your plan at anytime by logging in to and clicking on my membership and bookings. Alternatively, send an to Please note: If you have a question about an account or invoice, please 14

16 10 additional fees and credits fees late return: If you return a car late, we will charge you a $25 fee. If you return a car late and another member had that car booked, we will charge you an extra $25. We may decide not to charge you a late fee if you have phoned us and told us in advance that you would be late but you may still have to pay the $25 fee if another member had that car booked. early pick up: If you take a car before your booking has commenced, you will be charged $25. And if by doing so you have inconvenienced another member, there is an additional $25 charge. vehicle unusable: If you return a car and the member with the next booking cannot use it (because there is no ignition key or no fuel, for example), we will charge you a $95 fee and other costs. Same applies if you need assistance during a booking (jumpstarting a car if you caused a flat battery, for example) less than ¼ fuel left: If you return a car with less than ¼ fuel left, we will charge you a $25 fee because you have inconvenienced another member. emergency vehicle cleaning: Emergency car cleaning if the car is dirty and the next member cannot use it is $80 plus costs of cleaning the car. smoking or carrying pet without carrier: The penalty for smoking in a vehicle or carrying pets without a pet carrier is $80. vehicle ignition and door key: If you lose a car key we will charge you $60 plus the cost of getting a new key. investigation: If we have to spend time on investigating problems that you have caused or dealing with parking tickets, damage to a car, etc. we will charge you $25 per hour. fault/damage not reported : If you do not note damage to a car or a mechanical fault we may terminate your membership if the problem is serious. You may also lose your deposit. credits vehicle washing: If you wash a car we will give you a credit of up to $16. 15

17 11 contact information phone fax web post PO Box 635 Glebe NSW V7.1 LAST UPDATED: JUNE 2013

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