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Refund Policy

Effective Date: 30/09/2025

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This policy outlines the terms for refunds, returns, and cancellations for vehicles and services provided by Cars Rent2own Pty Ltd ABN (58 691 181 521). Our policies are designed to be compliant with the Australian Consumer Law (ACL) and other relevant NSW legislation.

Your Rights under the Australian Consumer Law: Our goods and services come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Vehicle Sales (Outright Purchase)

A. New Vehicles:
All new vehicle sales are final upon delivery, subject to the manufacturer's warranty and your rights under the ACL.

  • Consumer Guarantees under the ACL: If the vehicle has a major failure, you are entitled to your choice of a refund or replacement. A major failure occurs when:

    • The vehicle is unsafe.

    • The vehicle has multiple serious faults that would have stopped you from buying it if you’d known.

    • The vehicle is significantly different from the description, sample, or demo model.

    • The vehicle cannot be repaired in a reasonable time.

If the problem is not major, we will repair the vehicle within a reasonable time. If we cannot repair it, you may be entitled to a replacement or refund.

B. Used Vehicles:
Most used vehicles are sold with a statutory warranty under the Motor Dealers and Repairers Act 2013 (NSW), unless they are classified as an exempt vehicle (e.g., over 10 years old, over 160,000 km, etc.).

  • Statutory Warranty (for eligible vehicles): This warranty covers specific defects in prescribed parts. If a defect appears, your primary right is for us to repair the vehicle. A refund or replacement is not the first recourse under the statutory warranty.

  • Consumer Guarantees under the ACL: Regardless of any statutory warranty, the ACL still applies. If a used vehicle has a major failure (e.g., a serious, pre-existing engine fault that was not disclosed and makes the vehicle unroadworthy), you may be entitled to a refund.

  • "Cooling-Off" Period: In NSW, a private purchaser has a one business day cooling-off period when buying a used car for over $5,000 from a licensed dealer. This period starts from when you take possession of the car. If you cancel during this period, we will refund the purchase price, minus a cooling-off fee of $250 (or 1% of the purchase price, whichever is greater).

  • Vehicles Sold "As Is": For vehicles that are exempt from the statutory warranty, they may be sold "as is." However, this does not negate your ACL rights. We cannot sell a vehicle that is unroadworthy or misrepresented.

2. Vehicle Rental (Short-Term)

A. Cancellation & Early Return:

  • Cancellation: You may cancel your reservation without penalty if done at least 48 hours before the scheduled pickup time. Cancellations made after this period may be subject to a fee equivalent to one day's rental rate.

  • Early Return: No refunds are provided for returning a rental vehicle before the scheduled end of the rental period. You are responsible for the full amount of the original rental agreement.

B. Refunds Post-Rental:
Refunds are not provided for unused rental days. If you believe you have been charged in error, please contact us within 14 days of the charge, and we will investigate.

C. Service Failure: In the event we cannot provide the reserved vehicle due to our fault, we will, at our discretion, provide a comparable vehicle or issue a full refund of any pre-paid amounts.

3. Rent-to-Own / Lease-to-Own

This agreement is a legally binding contract under the National Consumer Credit Protection Act 2009 (if credit is provided) and general contract law.

A. Cooling-Off Period:
If this agreement is considered a credit contract, you may have a cooling-off period as per your contract documentation, typically 14 days from the date you receive your copy of the contract. During this period, you may cancel the agreement by written notice. You must return the vehicle, and we will refund any payments made, minus any government charges we have paid and a reasonable fee for the use of the vehicle.

B. Cancellation After the Cooling-Off Period:
There is no automatic right to cancel the agreement after the cooling-off period has ended. You are legally obligated to make all scheduled payments until the end of the term.

  • Hardship Variation: Under the ACL, you may apply to vary the terms of the contract if you are experiencing severe financial hardship. We will assess any such application seriously and in accordance with the law.

  • Voluntary Termination: You may be able to voluntarily terminate the agreement early by returning the vehicle. This will likely involve paying a termination amount as calculated under the contract, which may be substantial. You will not receive a refund of payments made.

  • Default & Repossession: If you default on your payments, the vehicle may be repossessed. You will not receive a refund for any payments made and may be liable for outstanding amounts, repossession costs, and other fees as per your contract and the law.

General Policies (Apply to All Transactions)

  • Deposits: All deposits are non-refundable, except where we are unable to fulfil our obligations, or as required by law (e.g., during a statutory cooling-off period).

  • Proof of Purchase: To process any refund or warranty claim, you must present your original contract/documentation.

  • Chargebacks: Unauthorised credit/debit card chargebacks will be contested with the original signed agreement. You will be liable for any associated fees.

  • Policy Changes: Cars Rent2own Pty Ltd reserves the right to amend this policy at any time. The policy in effect at the time of your transaction will govern.

Complaints & Contact Information

If you have a problem with your vehicle or our service, please contact us first to seek a resolution.

Phone: 0404 094 431
Email: info@carsrent2own.com.au

If you are not satisfied with our response, you can contact the following external dispute resolution bodies:

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