Thank you for choosing to join GoGet. Our Member Manual describes your rights and responsibilities and how the service works. The arrangements described may change as we improve and develop the service. We will keep you informed of any changes.
Booking a Car
The GoGet system is based off an hourly or daily booking system. The rates vary between plans.
Rates GoStarter GoOccasional GoFrequent
$49/year $10/month $30/month
Economy (hourly rate)
$10.35/hour $9.30/hour $6.35/hour
Economy (day rate)
$85/day $78/day $74/day
Fancy (hourly rate)
$14.35/hour $11.30/hour $8.35/hour
Fancy (day rate)
$91/day $88/day $88/day
Super fancy (hourly rate)
$16.35/hour $13.30/hour $10.35/hour
Super fancy (day rate)
$109/day $99/day $99/day
We also have business and students rates which can be found here:
Have you misplaced your smartcard? Whether you’re sure you saw it yesterday, or have left it behind long ago, don’t be embarrassed!
We now have a network of newsagents and other locations who stock our Member Packs, so you can go and pick up a new smartcard and start driving straight away.
Find your closest pickup point here, and go in to say hi! They’re all very cool people.
If there is no pickup point near you, give our smartcard replacement robot your details and we'll post one out to you.
Note: There is a $10 fee for replacement smartcards, unless the card is faulty.
Should you have your wallet or purse stolen, notify us immediately to avoid any possible fraudulent activity on your account.
The online Booking System is the way most people book cars and manage their bookings. It can be used on any web browser, but is designed for desktops and tablets. For your smartphone, it's best to use the free iPhone or Android app.
The desktop Booking System is available at www.goget.com.au/bookings. Make a bookmark so you can get to it easily in future.
When you first go to the Booking System, you will need to log in. Log in using the 8 digit member number you chose when you joined, and your 8 digit access code. Many people use their phone number with the first or final 2 digits taken off as their member number.
After you log in, you will be shown the cars and locations closest to you. To quickly make a booking, simply click on the section under the time you wish your booking to start. You don't need to be precise, you can change your start and end time on the next screen.
After you've clicked the time slot, the next screen will confirm your car, location, start and end times. The default is for 2 hours, to change the end time, click the time and select a new time.
To make a day booking or multi-day booking, click the calendar icon under Booking End and choose another day. A day rate includes 24 hours, so can be up to the same time the following day.
Click Continue to review your booking. If you're ready to make your booking, click the orange Confirm✓ button.
Tip: It's always best to give yourself plenty of time to make your trip, return and park the car, including refuelling the car if you need to. However, if you need more time than you first gave yourself, you may be able to extend your return time during your booking. This depends on whether there is another member booked in after you.
If you are late returning your car and don't extend your booking, you will be fined.
If you need a special kind of car, like an SUV or a car with roof racks, it might not be one of the closest cars near you that come up on the Day View.
To only show cars that meet your needs, you can refine your search, or use the more advanced Car Search function.
Refining your search
The quickest way to find a special car is to use the Refine Your Search drop down.
The Car Type drop down lets you choose different car types. If you choose SUV, only vehicles like the RAV4 will show in the Day View. If you choose Fancy, only Audi A1s near you will be be shown. Here you can choose vans, utes, SUVs, people movers, etc. and only that type of vehicle will be shown.
You can select multiple vehicle types by checking the tick boxes. For instance, select both Super Fancy and Fancy to show all Audi A1s and A3s near you.
You can also search for cars with certain features. For instance, if you want a reverse camera so you can do amazing reverse parks on King Street, click the Special Features drop down and choose Reverse Camera. Or, if you're going on a long trip and need help sticking to the speed limit on wide open roads, choose Cruise Control.
Again, you can combine categories here, to show only cars that are fitted with both roof racks and reverse cameras.
Car Type and Special Features can be combined, to show only vans with reverse cameras, Corollas with roof racks, or utes that are pet friendly.
Results are listed as usual, with the closest car shown first, and the rest in order of distance from your listed address.
Most of the time, the Day View search is the easiest way to find and book cars. However, for tricky searches, especially for long bookings, it can be easier to use the Car Search function, available by clicking the Car Search tab at the top of the screen.
Here you can search for all the Corollas with cruise control at Melbourne Airport that are available between 11:30am December 24th to 4:00pm December 27th, in one easy screen.
This is especially handy when booking multiple days over busy periods.
Most of the time you'll want to find cars near your home or office. If you ever move, you can change your address under My Info, and your Day View will show pods close to your new address.
However, sometimes you book cars that aren't close to you. For instance, when you book cars from the airport, work, an IKEA or Westfield, or a friend's place.
If you'll be searching for cars from this address again in the future, you can save the location to your favourites by clicking the link. Next time, it'll appear under Favourite Locations, under your usual address.
The first thing you see when you log in to the desktop Booking System is the "Day View". This is a grid of the cars near you, and the time slots they are available for the rest of the day.
The quick and easy way to make a booking is to select your desired car (down the left hand side), and click the block for when you want your booking to start (horizontally across from the car name).
In following screen, you can set your booking end time, that is when you will be returning the car. You can also change the start time, if you didn't click the right block.
Booking another day
The Day View by default shows the current day. To make a booking for tomorrow, the coming weekend, or even weeks or months in advance, you can change the day it shows.
If it's just tomorrow or the next day you want to see, click Next Day⇉.
To choose a specific date in the future, click the Calendar icon in the middle and choose your desired date.
To make a booking that spans many days, first choose the day the booking starts, and set the end day in the second screen. You can make a booking for as long as you'd like.
What do the colours mean?
If you're not able to choose your desired car at the time you need, it may be because it's not available. The car is only available to book if the blocks are shown green.
Grey means the car is booked by someone else, or because the time is in the past.
Blue means you have already booked the car for that time period. Click on any of those blue blocks to delete or change your booking.
Dark blue means someone else on your account has booked the car - that could be your partner, colleague or family member, depending on who you share your account with. If you really need the car, go talk to them!
To edit a booking you’ve already made, first find your booking in the Booking System.
You can do this by clicking your booking in the Day View (indicated by light blue boxes), or by going to the My Bookings tab.
You can change or cancel your booking within one hour of making it, or:
- GoFrequent, GoOccasional and student members: 8 hours
- GoStarter members: 12 hours
- Business members: Up until the booking starts
When you edit your booking, you can extend it, change the start and end times, or cancel it entirely.
To change to a different car, you need to cancel your booking, then book the other car separately.
You can’t change, shorten or delete a booking if it has already started, even if you recently made the booking. For example, if it’s 5.15, and you make a booking from 5:00 to 7:00, you can’t make any changes to the booking after it is confirmed. You can always extend or add to your booking.
Business members: No cancellation period applies for drivers on business accounts.
GoGet doesn’t charge any hourly fees for bookings between midnight and 6am. However, keep in mind:
- You still need to make a booking
- Kilometre charges apply at $0.40/km
- Any hours before midnight and after 6am will be charged at the normal rate on your plan
To make a night time booking on a car, click the moon and stars icon, and then click the segment when you want your booking to begin.
Alternatively, you can click any segment in the Day View, and change the start and end times to your desired hours in the second screen.
Free hourly charge is for all vehicles, including those normally charged premium rates.
It’s always best to book enough time for your trip to begin with, but if you encounter anything unexpected or if takes longer than you thought, you may be able to extend your booking.
Using the desktop Booking System
There are two ways to extend your booking using the desktop Booking System. The first is to find your booking (in light blue) in the Day View and click a segment. In the second screen, there is a drop down to select the amount of time to extend your booking.
The other way is to simply click on an adjoining segment, and book like you would as if you were making a new booking. The system will recognise the two bookings and combine them at billing time.
Using the mobile site
Go to www.goget.com.au/bookings/mobile, and log in with your member number and access code.
Tap on “Extend my booking”, and choose the amount of time you need to extend by.
Using the iPhone App
Tap on the Manage icon at the bottom of the screen
Tap EXTEND on your current booking, and choose the amount of time you need to extend by.
Can’t extend your booking?
There are two reasons why you might not be able to extend your booking:
- Another member has a booking immediately after yours
- Your booking has already ended
If your booking has already ended, you can book the adjoining hours as if it were a new booking, and the system will combine the two at billing time.
If another member has a booking after yours, and you really can’t make it back in time, please call us on 1300 769 389. We can inform the next member that you will be late, and may be able to move them to another car if there is suitable one available.
If you can successfully extend your booking, even after your booking has ended, you won’t be charged for being late.
If you don’t extend your booking and return late, you will be fined for being late, and the extra time you had the car will be added to your bill at the hourly rate on your plan.
We allow up to 5 minutes before your booking starts, and 5 minutes after your booking ends, without incurring fines or extra time booked. Even if a car is 5 minutes late, it can inconvenience other members, so please avoid relying on this.
You can add to the beginning of your booking if you are ready to use the car before your booking time has begun.
Simply book the time immediately adjoining the beginning of your booking as if it were a separate booking. The system will combine the two bookings at billing time.
Half Hour Extensions
If you have a current booking, you can extend it for half an hour.
However, there is a limitation that means bookings on their own have to be for at least 1 hour. That means that if your booking has already ended, and you need to make a separate consecutive booking, you need to extend for at least one full hour. This applies to backwards extensions too.
The m-site is our mobile-optimised booking system. It's designed to be quick and easy to use when you're on the go.
It is available at www.goget.com.au/bookings/mobile. Make a bookmark on your phone for easy access later.
The mobile booking system doesn't have a Day View. Instead, you search for the time you need, and the car you want, and the available vehicles are shown.
To make a booking, log in with your member number and access code.
To search for available cars within a certain time, tap "Book a car". To search for available cars near you on a map, tap "Pods closest to me".
You might need to allow the m-site to access your current location, depending on your privacy settings.
When you tap "Book a car" you'll be asked to set a beginning time and end time. Here you can choose whether to search for cars near where you are now, or near a saved favourite location, and any special features.
This will bring up all the cars that are available during that time, and suit your stated search requirements. Tap the car you'd like to book.
In the next screen, you'll have the opportunity to check the details of your booking. Tap Confirm when you are ready to make your booking.
To see all pods near you on a map, tap "Pods closest to me". Orange means it is available now, grey means it is booked out. You can still tap a grey pod if your booking is in the future.
In the next screen you will set your desired start and end times, and confirm the booking as above.
Extending your Booking
It's easy to extend your booking using the mobile site.
Tap "Extend my booking" on the main page.
Tap the desired time to add to the end of your booking. Review the new return time, and tap Confirm.
Driving with GoGet
Once you have received a GoGet membership pack and activated the card inside, you will be ready to make a booking. You can make a booking online, with the iPhone or Android app, or by calling GoGet on 1300 769 389.
When you arrive to the vehicle, you will notice a sticker on the bottom, driver side windscreen with the name of the vehicle and a green light. Swipe your GoGet card over this point and you will hear the door unlock. Open the door and the keys are on a retractable cord below the panel.
Important: Every time you get in and out of the vehicle, swipe the GoGet card to lock and unlock the doors.
GoGet cars live in what we call “pods”. Most pods only have one car, but some on-street pods have two or three cars together, and pods in buildings and commercial car parks can have up to 60 cars all together!
The pod location will be listed when you make a booking. It will typically be shown as Suburb - Street, and then sometimes a cross-street or street number.
For pods that are a bit tricky to get to, your Booking Confirmation email will have more information about exactly where the pod is, and how to get to the cars. Your Booking Confirmation is emailed to you after you make a booking.
If the pod has multiple cars in it, please check the car name or number plate against your Booking Confirmation email. If you take the wrong car, you may inconvenience another member and get fined. You may also be charged for bookings on both cars.
When you have located your car, the first and most important thing to do is check for damage. Walk around the car and look at the front and rear bumpers, and for any scratches or damage on the sides. If you see anything, make a mental note.
After you have gotten into the car, check the damage log in the Co-Pilot, usually located in the glove box or driver pocket. If the damage you saw has already been noted with an assigned report number, it’s safe to ignore.
If the damage you saw isn’t in the damage log, you need to call us to report it prior to commencing your travels. This will ensure you are not held responsible for damage you may not have caused.
When you arrive at the vehicle, you are required to complete a damage check of the vehicle. Located in the glovebox/drivers side door you will find a damage log which will mention any pre-existing damage with a report number in the allotted box.
If you find new, or damage reported without a report number, please call 1300 769 389 prior to starting your journey and one of our helpful staff will provide you with the report number.
Please be aware, failure to report damage at the start of your booking can leave you liable, so please always call.
Should the damage be only minor, you can leave a voicemail before setting off and we will endeavor to call or text you back during your booking so you can write in the report number.
Your key to GoGet cars is your smartcard. Every GoGet car has a card reader located under the windscreen on the driver’s side. Hold your smartcard over the card reader, and it will make a “beep beep” sound and unlock the car.
If the card reader flashes red and makes a rapid “beep beep beep beep beep beep” sound when you use your smartcard, it means something is wrong.
Check your booking. Your booking may not have been confirmed. If you don’t have a booking, the car won’t let you in.
Check you’re at the right car. Check your Booking Confirmation email, and check the car name and licence plate against the car you’re trying to get in to. If it’s the wrong car, it won’t let you in.
The car might have a problem. If the battery is flat, or the car can’t communicate with the network, it won’t let you in. In this case, you can call us to diagnose the issue, or if you’re in a hurry, book another car nearby. Email us later to tell us what happened, and we’ll fix up your account to ensure you're not double billed
Only just made the booking. If you have only made the booking within 5-10 minutes of arriving at the vehicle, your details may not have made it to the car yet. Wait 60 seconds, try again and the vehicle should let you in.
Each member has their own unique smartcard. Never share your smartcard, even to other people on your own account.
Your smartcard uses contactless RFID technology. You can keep your smartcard in your wallet or a card holder, and the card reader will usually read it fine - depending on the thickness of the material, the presence of other RFID cards, and other factors.
The car key is located on a cord under the steering wheel, along with the fuel card. Use this key to start the car, like you would any other car.
Unlike any other car, the car key is not to be used to lock or unlock the car itself. Never take the key out of the car or off its holder, and only use it to start the car. Your smartcard is how you lock and unlock the car.
When you’ve finished your booking, return the car to its pod and swipe off. The car may be used by someone directly after you, so please clean up to ensure they will have a pleasant journey.
Keeping the car clean:
- Take any belongings with you
- Collect any parking tickets or receipts
- Pick up rubbish like coffee cups or food wrappers
- Sweep up dirt that may have spilt from plants or dirty shoes
- Wipe off any liquid spills
- Call us if the car needs a special clean after you’ve used it, and we’ll make sure it’s cleaned before someone else needs to use it
Leaving a car in a dirty state can attract a heavy penalty, so please make an effort and tell us if you need help!
Other things to remember when returning the car:
- Check that all the lights are off
- Remove the key from the ignition (and leave it on the string)
- Ensure all doors, windows, sunroofs, etc. are securely closed
- Lock the car using your smartcard
- If the car wasn't in its pod when you picked it up, please return it to its original pod
Sometimes members are forced to park the car out of the pod, for instance if there is an obstruction or another car parked in the pod when they returned it.
Check your Booking Confirmation email. If the previous member told us where they parked, it, your email will have instructions on where to find the car.
Have a look around. The car may not be in its pod, but it may just be around the corner somewhere nearby.
Make sure your booking went through. A common reason for a car not being there is that your booking wasn’t confirmed, and somebody else made a booking and took the car. Check the booking system, m-site or iPhone and Android app to see if your booking is listed as active.
Wait a few minutes. The previous member might be running a little late. They could be just coming up soon.
Give us a call. We can locate the car using GPS, sound the car’s horn to see if you can hear it, and tell if you if the member is running late. If required, we can move you to another car.
Book another car. If you can’t get through to us and need to get moving, you are always welcome to book another car nearby if a suitable one is available. When you get a chance, email us to tell us what happened, and we’ll make sure you’re only charged for one booking.
GoGet always pays for petrol, but we rely on you to fill up. Every car has fuel cards, which you use to pay on our account. If your car has below ¼ tank of petrol during your booking, you need to refuel it. The fuel pin is provided in your confirmation email and iPhone/Android app. If you don’t have access to it the time of refueling, please call us on 1300 769 389 and we can provide it to you.
If you are unable to find a fuel card in the vehicle, please call GoGet as soon as possible so we can organise a replacement
Our fuel card is called WEX Motorpass and is accepted at almost every petrol station. It’s a single card that can be used in lots of different petrol retailers and has the name of the car and the allowed fuel type written on it.
GoGet always pay for petrol, so even if the fuel card doesn’t work, the petrol station doesn’t accept the card, or the card doesn’t work or doesn’t exist in the car, you can always pay with your own money and be assured we will reimburse you.
If you need to pay for petrol with your own money, take a photo of the receipt and email it to firstname.lastname@example.org with your member number.
Note: You may be charged a $25 admin fee for reimbursing fuel costs if you are found to be at fault. For example, if you use the incorrect fuel type, or have taken the wrong car so the fuel PIN doesn't work.
¼ Tank Rule
You don’t need to fill up on every trip, but if the needle gets to or below ¼ full, you need to make a stop at a petrol station. If you don’t, and the next member complains, you will get a $25 fine.
If you pick up a car and it is less than ¼ full, please fill up as soon as possible at the beginning of your booking and fill the tank all the way. If you want us to follow up with the offending member, you can take a photo of your fuel receipt with your member number attached, and send it to email@example.com
All GoGet cars are equipped with e-tags. Please don't bring your own e-tag, or pay at a toll booth.
Simply drive through the e-tag lane, and your toll will be added to your GoGet invoice in the following month.
We don't charge any extra fees for tolls, you only get charged the toll amount.
Please note that the M5 cashback program is not valid for carshare or car rental vehicles.
When driving, do your best not to disobey the law - please!
Infringements include fines like parking tickets and speeding fines, but also more serious things.
For infringements that you get on the spot, if you pay by the due date we will be blissfully unaware. You only need to tell us if you lose your licence.
Infringements that come after the fact, like parking tickets issued after the booking (from how the car was returned), and speeding fines issued by speed cameras, will be allocated to the driver responsible. Overdue fines also come to us and need to be investigated and allocated. Allocation is a manual process, so we charge a minimum $25 admin fee. The fine itself will come from the government authority separately.
Any serious traffic offenses that we become aware of may lead to your membership being terminated.
GoGet has a damage cover which we need to collect in the event of any damage or accidents. There are 2 types of coverage you can select which are listed below:
- 25 or older with full licence
$1500 with no additional booking charges
$2000 with no additional booking charges
- Under 21
$3000 with no additional booking charges
- L plates or first year P plates (L or P platers can only select standard coverage)
$3500 with an additional $2 per hour, maximum $18 per day
Lowered damage cover (21+ with full licence)
- $300 with extra $1.50 per hour/minimum $5/maximum $18 per day
25 years or older
Reduced liability ($1.50/hour, min $5, max $18 per day)
Standard liability (no extra)
Learners (standard coverage only)
$3500. Conditions apply for members on L plates or 1st year red P plates, please see http://www.goget.com.au/learners
The damage cover option can be changed when making a booking.
If a member breaches the member contract, they can be held liable for the full cost for all parties involved.
GoGet will need to collect the damage cover at the time of reporting damage or accident. If you are found to not be at fault, GoGet will return your damage cover.
GoGet will refund any remaining funds available after repairs have been completed and keep the member updated the entire process. All quotes and invoices will be provided throughout the repair process.
GoGet is responsible for all service and repairs, and ensures that cars are regularly serviced and problems are fixed. As a driver, it is your responsibility to check that the car you’re driving is safe and working well. If you suspect a car has a mechanical issue or is not safe to drive, please stop your journey and call us on 1300 769 389 immediately.
At the beginning of your booking
If a car has a flat battery at the beginning of your booking, it will either prevent you from entering, or sound the alarm if you attempt to start it. In this case, you can call us and asked to be moved to another car, or book yourself another car nearby and email us later.
During your booking
If a car gets a flat battery during or after your booking, you may be held responsible and be liable for a call-out fee. To prevent this, always make sure lights are turned off and the key is taken out of the ignition when you leave the car.
At the beginning of your booking
If you notice one or more tyres are in an undrivable condition, either before your booking during the inspection, or as you start to drive at the beginning of your booking, leave the car in its pod and report it to us. You can call us on 1300 769 389, or book yourself another car and email us.
During your booking
Damage to the tyres during your booking is treated like any other damage. You may be charged your damage cover liability, and refunded the difference once the repairs are made.
Just like any other damage, you must advise us when a tyre is damaged.
To get driving again, you can change the damaged tyre to the spare. We have all the necessary tools to change the tyre in the vehicle. If you can’t change the tyre, you can request a call out at your expense by calling us.
In the event of minor damage, please call us immediately and tell us what happened.
If you’re involved in an accident involving others, make sure everybody is okay, call the police if required, and call us as soon as you practically can.
Call the police if:
- any involved driver fails to provide details
- someone is injured
- you suspect drugs or alcohol are involved
Please call us after you have made a report, and provide us with the police reference number.
If a third party was involved in the accident, collect the following information:
- Contact number
- Licence details
- Number plate
- Damage to their vehicle
- Their insurance details
- Any witnesses that are willing to provide details
- Any photos you are able to take of the damage
Fees and charges
If you return the vehicle past the booking time and have not notified GoGet, you will receive a $25 fine.
If another member has a booking immediately after yours and is inconvenienced by your being late, you may be liable for an addition $25 fine for each member inconvenienced. The extra $25 will go to the inconvenienced member.
Currently, all GoGet bookings are return trips. You must return your car to its home location at the end of your booking.
If you are unable to return the vehicle back to the allocated pod, because another car is parked there or some other obstruction, please SMS 0427 777 769 with the new location. We will then tell the next member where the car is.
If you don't notify us of the location, the next member won't know where to find the car. If they are inconvenienced by this, you will get a $25 fine, which will be passed on to the inconvenienced member.
Returning the car to a different pod, or deliberately leaving the car elsewhere, will incur a $95 call-out fee, to cover the cost of our Fleet Team returning the car to the pod. You may also be fined $25 for each member you inconvenience from not returning the car.
We ask that all members return the vehicle with a minimum ¼ tank of fuel so as to not inconvenience the next member.
If the next member to use the car sends a complaint with evidence, you will get a $25 fine which will be passed to the inconvenienced member.
If a tyre is damaged during your booking you are liable for the cost of replacing the tyre.
We understand that cars get dirty with everyday use, which is why our cleaners regularly attend to all our vehicles - once every 2 weeks.
However, if you leave a car that is more dirty than everyday use, so dirty that the next member doesn't want to use the car, you'll get a fine for $95. This is to cover the cost of a special call-out clean, and to compensate the inconvenienced member.
GoGet has a range of pet-friendly cars, which are equipped with dog hammocks and alcohol wipes.
You can take an animal in any GoGet car, so long as it is in a suitable pet carrier.
Whether a car is pet-friendly or not, it is your responsibility to ensure the car is clean at the end of your booking. That means using the dog hammock, and cleaning up any fur or mess.
If a car is not usable because of animal-related uncleanliness or messiness, the responsible member is liable for a $95 fine. This is to cover a special clean of the vehicle, and to compensate the inconvenienced member.
Smoking in GoGet cars is not allowed. A $95 fine applies for your first offence, but your membership may be terminated on repeat offences.
Please always make a booking before using a GoGet car, and ensure that you use the car you made a booking for.
If you drive a car you don't have a booking for, you will be charged:
- A minimum $25 fine per day (overnight and multi-day trips will get multiple fines)
- A $25 fine for each member inconvenienced
- Usage rates and kilometres for the car that is used, in addition to the rates for the car that is booked (if applicable)
If you require assistance from our Fleet Team, NRMA or RACV, there are charges that apply if it's found to be an at-fault issue.
- NRMA/RACV - $150
- Fleet Team call out - $95
You may also be charged a call-out fee if you are responsible for a car needing Fleet Team or NRMA/RACV assistance after your booking. For example, parking a car over a driveway, leaving the lights on so the battery is flat, or returning a car with no fuel in the tank.
Infringements like unpaid parking fines and speeding fines come through to us from state authorities. As the owner of the car, we then need to investigate who had the booking at the time, and allocate the infringement to the member responsible.
To cover this admin burden, there is a $25 per hour fee (minimum one hour) for investigating and allocating infringements.
Most of the time this will appear on your invoice as $25 - SDRO Admin fee. You will receive the fine or infringement notification from the government authority directly.
Complex infringement allocation, including when responsibility is challenged, may incur further fees at the rate of $25 per hour, minimum one hour.