Terms and Conditions

About these terms

These terms apply when you book a vehicle with Wheels 4 Wheelies. Your booking also includes the Rental Agreement and the Cancellation and Refund Policy.

Bookings

A booking is confirmed only when you receive a confirmation email with a booking reference after successful payment. While you are paying we hold the van for a short time; if payment isn't completed the hold is released.

Prices

All prices are in Australian dollars and include GST where GST applies. The total price, including any delivery or collection fee, is shown before you pay. We do not add a card surcharge.

Payment

Full payment is taken when you book. Payments are processed securely by our payment provider; we never see or store your full card number.

Wheelchair loading instructions

At pickup we show the driver how to operate the lift, load and secure wheelchairs at the correct mounting points, and fit occupant seat belts. A laminated instruction booklet stays in the van for the whole hire. Please keep it in the van, follow it every time, and return it complete and undamaged. A fee of $50.00 applies if the booklet is missing, damaged or has pages missing.

Bond

A refundable bond of $500.00 is paid with your booking and held until the van is returned and inspected. Any agreed fees, and the cost of damage you're responsible for, are taken from the bond, and we email you an itemised statement. The rest is refunded to your original payment method, usually within 5 to 10 business days. If you cancel, the bond is refunded in full.

Damage excess

When you book, you agree that if the van is damaged or stolen during your hire and you (or a driver) are responsible, you will pay the damage excess of $2,500.00 for each incident. The bond goes towards it. The rental agreement explains when it applies.

Other fees

These fees apply only if the situation comes up. We always explain a fee before taking it from your bond.

• Refuelling: $3.80 per litre. If the van comes back with less fuel than at pickup (standard unleaded). Fill it up yourself to avoid this.
• Cleaning: $80.00. If the van needs more than normal cleaning, for example rubbish, food or sand left inside.
• Professional cleaning: From $220.00, or the actual cost if higher. Spills, stains, mud or bodily fluids that need professional cleaning.
• Smoking or vaping: $250.00. Smoking or vaping (including e-cigarettes) in the van is not allowed.
• Pet hair or mess: $150.00. Pets that aren't assistance animals, if extra cleaning is needed. Assistance animals are always welcome.
• Lost or damaged key: $600.00, or the actual cost if higher. Replacing and coding a lost or damaged key or remote.
• Tolls: The toll, plus $3.30 per toll. Toll roads used during the hire.
• Fine processing: $55.00 per notice. Handling a speeding, parking or camera fine. The fine itself is transferred to the driver.
• Accident or damage claim: $150.00. Handling a claim for damage you are responsible for, in addition to the damage excess.
• Call-out caused by the hirer: $150.00, or the actual cost if higher. For example keys locked in the van, lights left on, or running out of fuel.
• Instruction booklet: $50.00. If the laminated wheelchair instruction booklet is missing, damaged or has pages missing.
• Recovery or towing: Actual cost. Recovering or towing the van after misuse, or from an island or anywhere roadside assistance can't reach.

Island trips

North Stradbroke Island (Minjerribah) and the Southern Moreton Bay Islands (Russell, Macleay, Lamb and Karragarra) are welcome: just tell us when you book. You arrange the vehicle ferry and any permits, and you must stay on sealed roads. No other islands are allowed, including Moreton Island (Mulgumpin) and K'gari, which have sand tracks only. The van isn't built for sand, beach or off-road driving.
Whether or not you tell us about a trip, we can't guarantee roadside assistance, recovery or our own help on an island or in remote areas. If the van breaks down or can't be driven, you are responsible for getting it back to the agreed return location, including the cost of recovery, towing and ferries.

Additional and overseas drivers

Every driver must be named on the booking, and we check each licence at pickup. A fee may apply for each additional driver; it's shown in your price before you pay.

Organisation accounts and invoices

Organisations (such as NDIS providers and support coordinators) can open an account to book faster. If we agree to invoice your organisation, the booking is confirmed when you book and the invoice must be paid by the due date shown on it.

Chauffeur service (pre-booked)

For approved organisation accounts we offer a pre-booked chauffeur service in the wheelchair-accessible van: we pick a participant up at a booked time, drive them to their appointment, wait, and bring them home, or take them one way (for example, home from an appointment). It isn't an on-demand taxi service; trips must be requested in advance. Each trip is one combined price, which we confirm before the trip. Waiting time is charged at $35.00 per 30 minutes or part. Any difference between the estimated and actual waiting time is charged or refunded after the trip.

Changes

To change a booking, contact us. We will tell you about any price difference before making the change.

Your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.