Our Policies

By using the Site or placing a booking, you agree to these Terms and the linked policies. If you do not agree, do not use the Site or place a booking.

Linked policies form part of these Terms: Cancellation, Rescheduling and Refunds Policy, Privacy Policy, and Complaints Handling Policy.

Commuto Group Pty Ltd (ABN 73 687 063 618) trading as Drivlet (we, us, our) operates the Drivlet brand and provides the Services described in these Terms.

We provide scheduled vehicle pick-up, delivery to your nominated service centre/workshop (Workshop), and return of your vehicle (Services).

Unless we clearly state otherwise for a particular booking:

• •you choose the Workshop and you pay the Workshop directly for servicing/repairs;
• •Workshop services are supplied by the Workshop, not by us; and
• •we do not control Workshop pricing, workmanship, parts, warranties or timelines.

Vehicle value cap: we only accept vehicles with an estimated market value under AUD $100,000. If we reasonably believe the vehicle exceeds this cap, we may refuse or cancel the booking.

Authority to hand over: you confirm you are authorised to give us custody of the vehicle and you authorise our employee drivers to drive the vehicle solely for completing the Services.

Roadworthiness and legality: you must ensure the vehicle is registered and, to the best of your knowledge, safe and lawful to drive. We may refuse or stop a service where it is unsafe or unlawful to proceed.

Accurate vehicle details: you must provide accurate vehicle details including transmission type (automatic/manual) and any immobiliser/special starting instructions.

Bookings are scheduled using pick-up and return time windows. Times are estimates and may change due to traffic, Workshop readiness, weather, or operational constraints.

A booking is confirmed when you receive a booking confirmation from us (by email/SMS or within the Site).

You must provide accurate addresses, access notes, vehicle details and Workshop details. If information is incorrect or incomplete, the service may be delayed or may be unable to proceed.

You pay us a service fee for the Services (Drivlet Service Fee). The fee and what it includes will be shown at checkout or in your booking confirmation.

Distance-based surcharge: an additional surcharge may apply based on the driving distance between your pick-up location and your nominated Workshop (calculated at checkout). The surcharge covers the round trip. All prices are in AUD and include GST.

Workshop charges are separate and are paid by you directly to the Workshop.

Cancellations, rescheduling and refunds are governed by our Cancellation, Rescheduling and Refunds Policy.

We use a structured handover process. This may include condition photos, timestamps and electronic sign-offs at pick-up and return.

You (or your authorised representative) must be available and contactable during the relevant time windows to complete a safe handover.

You must remove personal items and valuables before pick-up. To the extent permitted by law, we are not responsible for loss of, or damage to, personal items left in the vehicle.

If you believe our team has caused damage, notify us as soon as possible (ideally within 24 hours) with details and photos so we can investigate promptly.

We may use reasonable routes to complete the Services, which may include toll roads where practical.

Unless we tell you otherwise at booking, tolls and ordinary parking costs directly incurred in providing the Services are included in the Drivlet Service Fee.

We take reasonable care to avoid infringements. If an infringement occurs due to our driver's actions while providing the Services, we will handle it. If it relates to pre-existing vehicle status or customer-provided instructions, you are responsible.

We coordinate Services using our web app and operational systems. During an active booking, we may track driver location through the Drivlet web app for dispatch, customer support, safety and incident management.

We may contact you by phone, SMS or email about your booking. Our collection and handling of personal information is described in our Privacy Policy.

Nothing in these Terms excludes, restricts or modifies any rights you may have under the Australian Consumer Law or other laws that cannot be excluded.

To the extent permitted by law:

• •we are not liable for indirect or consequential loss;
• •we are not responsible for Workshop services; and
• •for service delays not caused by our negligence, our liability is limited to resupplying the Services or refunding the Drivlet Service Fee.

Drivlet maintains commercial insurance for vehicle transport activities. This does not replace your own motor insurance.

The Site and its content are owned by or licensed to us. You must not copy, modify, distribute, reverse engineer, scrape, interfere with, or misuse the Site except as permitted by law.

If you have a complaint, contact us with your booking reference and a clear description of the issue.

We may update these Terms from time to time. The version published on the Site at the time you place your booking will generally apply to that booking, unless the law requires otherwise.

These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.

• •Your details (name, phone number, email).
• •Booking details (pick-up/return address, access notes, time windows, and your nominated workshop details).
• •Vehicle details for safe handling (registration, make/model, transmission, special instructions).
• •Handover records (condition photos, notes, timestamps and electronic sign-offs).
• •Support communications (messages, emails, call notes, and call recordings where we notify you).
• •Payment records for Drivlet fees (status, receipts and transaction identifiers). Card details are handled by our payment provider.
• •Website usage data (IP address, device/browser information, and basic analytics/cookies).
• •Any additional information you choose to provide.

Sensitive information: we do not generally collect sensitive information. If we need it, we will only collect it with your consent or where required/authorised by law.

• •To provide pick-up, delivery to your nominated workshop, and return.
• •To coordinate safe handovers and reduce disputes (photos and sign-offs).
• •To communicate about timing, changes, cancellations, incidents and support.
• •To handle incidents, claims, complaints and dispute resolution.
• •To prevent fraud, keep our people and customers safe, and protect our systems.
• •To comply with legal, regulatory and tax obligations, and to improve our service.

• •Drivlet staff and employee drivers who need it to complete your booking.
• •Your nominated workshop (typically your name, timing, vehicle handover details). We do not share your payment details with the workshop.
• •Service providers who help us run the business (payment processing, IT/hosting, communications, analytics). Some may store or process data outside Australia.
• •Insurers and professional advisers where needed.
• •Regulators or law enforcement where required or authorised by law.

We take reasonable steps to protect personal information using technical and organisational measures. No system is 100% secure, but we work to reduce risk and respond to incidents appropriately.

We keep information only as long as needed for bookings, safety/incident handling, dispute resolution, and legal requirements, then delete or de-identify it.

You can request access or corrections by emailing support@drivlet.com.au (we may verify your identity and aim to respond within 30 days). You can opt out of marketing anytime. If you have a privacy complaint, contact us. If not satisfied, you may contact the OAIC.

Nothing in this Privacy Policy limits your rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Cancel or request a reschedule using the cancellation link in your confirmation message, or contact us. Your cancellation time is when we receive the request (not when you send it).

This policy covers the Drivlet service fee for scheduled pick-up and return of your vehicle (including any distance/zone fee). If your workshop timing changes, we'll work with you to adjust the return time where possible.

Before pick-up happens: the 3-hour rule above applies based on the start of your pick-up time window (subject to Australian Consumer Law).

After pick-up is completed: the Drivlet service fee is generally non-refundable because the service has already been performed and costs have been incurred, except where required under Australian Consumer Law.

Return timing changes: if the workshop is not ready when expected, we will coordinate a revised return window. This is usually treated as a reschedule (no extra charge where reasonable, subject to availability).

The Drivlet service fee is generally non-refundable if we cannot complete the service due to:

• •You are not present to hand over/receive keys.
• •You are not reachable when contact is needed.
• •The vehicle is blocked in, in a locked area, or access instructions are incorrect.
• •Keys are not available, or the vehicle can't be operated due to undisclosed requirements.
• •Access conditions are unsafe or impractical.
• •The vehicle cannot be safely or lawfully driven.
• •Information provided is materially incorrect.

• •Make 2 call attempts and send 2 SMS messages.
• •Wait up to 10 minutes where reasonable and safe.
• •Record evidence (time, location, notes and photos).
• •If we still cannot proceed, the booking may be marked "Unable to Proceed" and the service fee will generally be non-refundable.

If we cancel due to our own fault (for example, driver unavailability), we will provide a full refund of the Drivlet service fee unless you choose to reschedule instead.

Approved refunds are issued to the original payment method unless otherwise agreed. Processing times vary depending on your bank/payment provider.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantees or rights you may have under the Australian Consumer Law or other laws that cannot be excluded.

• •New dents, scratches, paint damage, broken mirrors/trim, wheel damage, or glass damage not documented at pick-up.
• •Interior damage not documented at pick-up.

• •Pre-existing damage, wear and tear, mechanical faults, warning lights, or issues from workshop servicing.
• •Damage caused by the nominated workshop is the workshop's responsibility.
• •Damage reported unreasonably late where delay prevents fair investigation.
• •To the extent permitted by law, items left in the vehicle that are lost or stolen.

• •Submit the online Damage Claim Form via our website (recommended).
• •Or email support@drivlet.com.au with subject: Damage Claim – [Booking ID].
• •Include: your name, Booking ID, booking date, addresses, and a description.
• •Attach clear photos/video (wide shot + close-ups) and any supporting documents.

• •Notify us as soon as reasonably practicable (as a guide, within 24 hours).
• •Within 2 business days: we acknowledge receipt.
• •Within 10 business days: we aim to provide an initial outcome or update.

• •Review pick-up and return condition photos and sign-offs.
• •Check timestamps and job status logs.
• •Speak with the driver(s) involved and review notes.
• •Where relevant, confirm handover details with your nominated workshop.

• •If we accept responsibility, we may arrange repair, reimburse reasonable repair costs, and/or refer to our insurer.
• •If we do not accept responsibility, we will explain why.
• •If responsibility is unclear, we may request independent assessment.

If the vehicle is returned after-hours (for example, left in an agreed safe location), you should inspect it as soon as reasonably possible. Any claim should be lodged as soon as reasonably practicable (as a guide, within 24 hours of first becoming aware of the issue), and you should provide photos taken at first discovery.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantees or rights you may have under the Australian Consumer Law or other laws that cannot be excluded.

If you're not satisfied with the outcome, you can follow our Complaints Handling Policy.

A complaint is an expression of dissatisfaction about Drivlet that requires a response or resolution. This can include service delays, communication issues, billing concerns, or concerns about vehicle handover/handling.

• •Your full name and contact number.
• •Booking reference (if available).
• •The date of service and the address(es) involved.
• •A clear description of the issue.
• •Any supporting information (photos, screenshots, messages).

You can lodge a complaint via our website, by phone, or by email. If there is an immediate safety risk or accident, call 000 first.

• •Acknowledgement: within 2 business days.
• •Initial assessment: within 5 business days.
• •Outcome / resolution: typically within 10 business days, or we will update you with the expected timeframe.

If you believe your vehicle was damaged during a booking, raise it at return handover where possible. If discovered after, notify us as soon as reasonably practicable (as a guide, within 24 hours) with photos and a description.

• •An explanation and apology.
• •A service credit or partial refund of the Drivlet service fee.
• •Re-performing or arranging a remedial service.
• •Claims referral/support where relevant.
• •Process improvements and staff coaching.

Workshops are independent third parties. Workshop pricing, workmanship, parts, and warranties are the Workshop's responsibility. We may help you with information or communication, but you may need to resolve the issue directly with the Workshop.

If you are not satisfied with the outcome, you may request escalation for review by a senior team member. If we cannot resolve the complaint, you may seek external dispute resolution options including NSW Fair Trading.

We handle complaint information in accordance with our Privacy Policy. We may share information with service providers, insurers or professional advisers where reasonably necessary to investigate and resolve the complaint.

We keep records of complaints to monitor trends and improve our service. Records may include the complaint summary, evidence received, actions taken, and the final outcome.

We may update this Policy from time to time. The version published on our website applies at the time you lodge your complaint.