Question 1

Who can rent a car with Novo?

Accepted Answer

Drivers must meet minimum age and licence requirements set out in your Quote and Rental Agreement. Additional conditions may apply for younger drivers.

Question 2

What licences do you accept?

Accepted Answer

We accept a valid driver licence in your name. International licences are accepted when in English or accompanied by an International Driving Permit (IDP). You'll also need a payment card in your own name.

Question 3

Can I add an additional driver?

Accepted Answer

Yes—additional drivers must be named on the agreement, meet the same licence/ID requirements, and may attract a small fee.

Question 4

How do I get a quote or book?

Accepted Answer

Request a Quick Quote online. We'll confirm price, inclusions, bond, and pick-up details before you commit.

Question 5

Can I change or cancel my booking?

Accepted Answer

In most cases you can modify or cancel before pick-up; fees or rate changes may apply depending on timing and plan type.

Question 6

What happens if I don't show up?

Accepted Answer

No-shows may incur a fee. Please cancel or reschedule as early as possible.

Question 7

What's included in the price?

Accepted Answer

Your Quote shows the base rate plus any selected options (e.g., extra driver) and applicable taxes/fees. Fuel, tolls, fines, and excess reduction packages are additional unless stated.

Question 8

Do you require a security bond?

Accepted Answer

A refundable bond/pre-authorisation may be taken on a valid card at pick-up. Release timing depends on your bank once the rental is closed with no outstanding charges.

Question 9

What payment methods do you accept?

Accepted Answer

Major credit/debit cards in the renter's name. Cash is not accepted for bonds.

Question 10

How do long-term payments work?

Accepted Answer

Long-term (subscription-style) plans are typically billed weekly or monthly via card or direct debit. Extensions and early returns should be arranged with us—rates may change if your term changes.

Question 11

What are my options?

Accepted Answer

Long Term (Subscription): better weekly value, simple billing; occasional promos may include free weeks on qualifying terms—see your Quote for details. Rent-to-Own: weekly payments toward eventual ownership, subject to eligibility checks and a separate agreement.

Question 12

Can I switch plans after I start?

Accepted Answer

Often yes, subject to availability and a revised agreement.

Question 13

Where do I pick up the car?

Accepted Answer

Pick-up is in the Brisbane area; the exact location and hours appear on your booking confirmation.

Question 14

Can I collect or return after hours?

Accepted Answer

After-hours arrangements may be available—please ask in advance.

Question 15

What if I'm running late to return?

Accepted Answer

Let us know as soon as possible. Late returns may incur additional charges.

Question 16

Can I extend my rental?

Accepted Answer

Yes, subject to availability and payment before the current end time.

Question 17

Is there a kilometre limit?

Accepted Answer

Your Quote shows the included allowance for your plan. Extra kms may be charged; unlimited options may be available on request.

Question 18

What is the fuel policy?

Accepted Answer

Return the car with the same fuel level you received at pick-up. Shortfalls may be refuelled at service rates.

Question 19

How are tolls handled?

Accepted Answer

You're responsible for tolls incurred during your rental. Where toll processing is used, tolls (and a small admin fee) may be charged to your card after the trip.

Question 20

What about traffic or parking fines?

Accepted Answer

Fines remain the driver's responsibility. Authorities or Novo may charge them directly, and an admin fee may apply for processing.

Question 21

Is insurance included?

Accepted Answer

Basic cover is included with an excess (the maximum amount you'd pay in the event of damage). Optional excess-reduction packages may be available—details and pricing appear in your Quote.

Question 22

Are there exclusions?

Accepted Answer

Yes. Examples can include off-road use, water damage, and driving above the alpine "snow line" without purchasing specific Snow Cover. If Snow Cover isn't purchased, incidents above the snow line aren't covered by standard LDW/reduced excess.

Question 23

What should I do if I have an accident?

Accepted Answer

Ensure everyone's safe, contact emergency services if needed, do not admit liability, gather details/photos, and call our support team immediately.

Question 24

Where can I drive the vehicle?

Accepted Answer

Passenger vehicles must remain on sealed, public roads. Beach, off-road, race tracks, and restricted areas are not permitted. Interstate travel may require prior approval—ask us before you go.

Question 25

Can I use the car for rideshare, food or parcel delivery?

Accepted Answer

Commercial/gig use is only allowed with written approval on eligible long-term or rent-to-own plans and may require different insurance.

Question 26

Do you allow smoking or pets?

Accepted Answer

No smoking. Pets may be allowed with prior approval; additional cleaning fees may apply for excessive hair/odours.

Question 27

Is roadside assistance included?

Accepted Answer

Yes—details are provided in your booking. Call us if you have a mechanical issue. Tyres, windscreen, lost keys and similar items may be your responsibility unless covered by your plan.

Question 28

What about servicing on long-term rentals?

Accepted Answer

We'll coordinate scheduled maintenance at approved providers. Please contact us before any work is undertaken.

Question 29

Do you offer child seats or other accessories?

Accepted Answer

Yes—subject to availability. Add them during quoting or ask our team.

Question 30

Do you offer discounts or referral bonuses?

Accepted Answer

From time to time we run promotions (e.g., long-term savings, referral credits, weekend deals). Availability and amounts vary—see our Deals page or ask us.

Question 31

How does rent-to-own work?

Accepted Answer

You make regular payments under a separate agreement. After completing the term and any final amount, ownership transfers to you. These arrangements are designed to be more accessible than traditional finance but still involve eligibility checks (ID, income/affordability, and other criteria).

Question 32

Is there a credit check?

Accepted Answer

An assessment may be required to meet responsible-lending/affordability standards. We don't provide financial advice.

Question 33

Can I exit early or upgrade?

Accepted Answer

Options may exist depending on your agreement—ask us for details before you sign.

Question 34

Will I receive a tax invoice/receipt?

Accepted Answer

Yes—your invoice is emailed after the rental is closed. If you need another copy, contact us and we'll resend it. (Some rental networks also provide online invoice retrieval windows.)

Question 35

How do you handle my data?

Accepted Answer

We collect only what's needed to provide and support your rental. See our Privacy Policy for details.

Question 36

What's the fastest way to get support?

Accepted Answer

Use the "Get a Quick Quote" form for bookings, or call us for urgent matters. For breakdowns/accidents, use the roadside/emergency contacts on your agreement. We're available 24/7 for essential support.

Frequently Asked Questions

Quick Navigation

Booking & Eligibility

Prices, Payments & Bonds

Rental Plans

Pick-Up, Return & Extensions

Kilometres, Fuel, Tolls & Fines

Insurance & Damage Cover

Vehicle Use & Restrictions

Roadside Assistance & Maintenance

Extras & Options

Rent-to-Own (Overview)

Documents, Receipts & Privacy

Getting Help

Still Have Questions?