Please find outlined below our general terms and conditions to put you at ease through the process. If you have any questions then please don’t hesitate to contact us.

Data Protection:
By speaking with us on the phone you agree for us to share your information with the other party and also the insurance companies with whom they are insured to ensure no claims are fraudulent. All our calls are recorded so that we can rely on them in future if required. If you do not wish us to do this then please advise immediately.

At all times please be aware of the following:
Age Requirements:
Please note you must be a minimum of 18 (21 on some vehicles, 25 on all prestige vehicles) years of age to rent a vehicle from us. If younger than this is there someone else who can rent it? Some of our prestige vehicles carry a minimum age requirement of 30. Please ask your representative for more information.
Who can drive the vehicle?:
If you meet the age criteria then as long as you hold a valid driving licence (in English) then you can drive our vehicles PROVIDING you have signed the rental agreement. If an additional driver wishes to drive the vehicle then they must contact our branch to arrange for this paperwork to be signed. If the additional driver doesn’t sign this then they are not insured.

Total Loss Vehicles:
If your car is a total loss you must inform us immediately upon receiving an offer from the insurance company or your cheque. Failure to do so will deem you liable for any days we are unable to claim. This is irrespective of whether you agree with their decision. The maximum period this can be is usually 14 days unless in exceptional circumstances. The moment you receive the cheque is the same day you must hand the vehicle back.

How long can I keep the car?
Generally you can have the rental vehicle for the length of time the estimate says it will take for the car to be repaired. If the repairs go over this time then we are only able to extend this time if you repairer provides us reasons as to why it has taken longer. We may need your help in getting this information.

What Kind of Vehicle will I receive?
We try and place you back in a vehicle similar to the one you have come out of. This depends on certain circumstances including availability of our vehicles and the age of your vehicle. Prestige vehicles over 8 years old are not eligible for a replacement prestige vehicle, but something from our standard range. At all times Compass and 1car1 reserve the right to choose the right vehicle suitable for your requirements.

Further Repairs on your Vehicle:
If you are having further repairs on your vehicle then please let us know immediately. We can only legally recover for the repairs as a result of the damage. If we find this out at a later date we will have to charge you for extra days.

Right to shop Around:
If you are not happy with rental vehicle being provided you do have the right to look at other companies as well. However, they may charge you up front for the rental and may take a bond as security. It may also not be a suitable vehicle for your requirements.

Business Vehicles:
If your vehicle is registered for business then we will have to charge you the GST portion of the hire at the end. You can then recoup this on your BAS statement. Please provide your ABN in the space on the Mandate.

Documents Required:
Different insurance companies require us to produce documents to ensure we can recover the money on your behalf. On occasion we may not have these documents before you go into a vehicle. If this is the case and you do not provide them before we invoice the insurance company then you are liable for the cost of the hire.

Liability, Charges and right to have a vehicle:
At all times we attempt to confirm liability with the other party, or their insurer. However, given that disputes do sometimes occur we do rely heavily on your version of the accident. If you have witnesses that is even better. If at a later stage we find that you did not tell us the whole story or misled us then we are entitled to charge you under the terms of the mandate. Please note if you are found to have a fraudulent claim and we become aware of this then we will charge you immediately for the claim.

Co-operating at all times:
On over 90% of occasions insurance companies co-operate with us and we will have no problem with the payment of your rental bill. However, certain insurance companies make it their modus operandi to make life as difficult as possible for you and us in the hope that it will deter you from using us again. They will substantially delay payment or make offers which are simply not good enough. As a result when this occurs we may have to take legal proceedings against the person responsible for the accident to stimulate them into paying us. We therefore ask (as part of the terms of our mandate) for your co-operation in this so we can be paid on your behalf. On the rare occasion this may include you having to come to court and provide evidence confirming you had a car from us.

How will I know when the insurance company has paid my hire?
We will send you an email advising you that the other side has paid the hire and that no liabilities are outstanding. This could take anything from 2 weeks after the end of your hire to 2 years. At any stage if you have not heard from us and would like an update please feel free to get in touch with us.

Complaints:
We have a thorough complaints procedure and we ask that if you have a complaint put it in writing within 24 hours to customerservice@compassclaims.com.au. One of our customer service team will respond within 5 working days.

Signing a Release: Occasionally insurance companies, or the other party will make you sign a release for the cost of your repairs. Under no circumstances are you to do this. Please liaise with Compass immediately.

By receiving the signed mandate and authority to act you acknowledge our terms and conditions and accept them unreservedly. We aim to make this process as simple as possible but for legal reasons please review our terms and conditions so that you are 100% comfortable. At any stage if you wish to discuss further we are happy to oblige on 1300 135 485. The terms and conditions above are to be read in conjunction with the Mandate and Authority to Act.