GoGet Frequently Asked Questions | FAQ for future GoGet members
Got some questions about GoGet? We get that. Here’s an almost exhaustive list of the questions we get asked. If you’re already a GoGet member and have questions about how to use the service, our help centre is the best place for you to look.
If your question isn’t listed her, get in contact with us and we’ll get an answer for you.
- How does GoGet work?
- Can I drive a GoGet the day I register?
- Where can I pick up a smart card?
- How long until you send me a smart card?
- Can I use GoGet with a foreign license?
- Can I use GoGet if I’m under 21?
- Can learners drive GoGet cars?
- Do I need a full licence for GoGet?
- Can you cancel a GoGet membership?
- Does GoGet pay for fuel?
- What if the fuel card doesn’t work, or is missing?
- What if the car is low on petrol?
- Are GoGet cars automatic or manual?
- Are GoGet cars safe?
- How often are the cars cleaned?
- How do you choose where to put cars?
- Does every car have a dedicated parking spot?
- Can I park my car in a GoGet pod?
- How do I start and finish a GoGet trip?
- How will I know where my GoGet is?
- Can I return a GoGet to a different pod?
- What happens if I return a GoGet late?
- How do I extend a GoGet booking?
- What happens if my GoGet is missing?
- What happens if the car is dirty?
- What if someone is parked in my pod?
- How do I use a GoGet in a car park?
Fees and Charges
How does GoGet work?
GoGet is a car sharing network. We have thousands of cars located all across Australia, including hatchbacks, vans, convertibles, and more. Because there are so many cars located where you’re likely to use them, GoGet can be used instead of owning a car (and it’s cheaper most of the time!).
Once you sign up, you’ll pick up or be sent a smart card. Now, book the car you want for as long as you need it on the GoGet app. You’ll use your smart card to lock and unlock the doors, by holding it to the reader on the windscreen. While the smart card unlocks the car, the ignition key is found on a cable by the steering wheel.
Can I drive GoGet the day I register?
Generally, yes. In order to drive a GoGet right away, you’ll need to do three things.
- Sign up for an account online. When prompted, say you’ll pick up a smart card instead of it being delivered.
- Visit one of our hundreds of smart card pickup locations (including newsagents and local businesses). You’ll need proof of your identity and your address.
- Give us a call on 1300 769 389, and we’ll get you set up.
Where can I pick up a smart card?
If you want to drive today, or you need a new smart card, you can visit one of hundreds of smart card pickup locations. These include including newsagents and local businesses. You’ll need proof of your identity and your address.
How long until you send me a smart card?
It takes around 3 business days to deliver a smart card. If you need to use a GoGet within a week or so, we recommend you pick up a smart card yourself.
Can I use GoGet with a foreign license?
Yes, foreign license holders can use GoGet. You’ll need to have a current license and a certified translation of it if it’s not in English (an international driver’s permit is what we usually request). You may need to give us a call after you finish your online application to finalise the details.
Can I use GoGet if I’m under 18?
Yes, under certain conditions and you will be required to sign up as an additional driver on either an existing GoFrequent or GoOccasional account.
Can learners drive GoGet cars?
Yes, under certain conditions. Our learner program lets family members of existing GoGet members use our cars to log some hours behind the wheel. The existing member needs to be at least 25 years old, and be on our GoOccasional or GoFrequent plan. Learner drivers are subject to a $2/hr surcharge, max $18/day. In the event of an accident or damage, the damage cover liability is $4,000.
Do I need a full licence for GoGet?
Provisional drivers can use GoGet normally, as long as they’ve had 1 year’s unsupervised driving experience. If you are a learner, or have had less than 1 year’s independent driving experience, you will need to be registered as an additional driver on an existing account. You can find out more about using GoGet as a learner or provisional driver here.
Can you cancel a GoGet membership?
Yes, you can cancel a GoGet membership at any time, as long as you are not subject to a contract. In the past some of our plans (like GoOccasional and GoFrequent) required a six month commitment. If you have such a contract, cancelling will incur an early termination fee equal to the remaining membership fees.
Note that we’ve removed this six month contract on our plans, so if you’re joining today this minimum term won’t apply to you, and you can cancel your GoGet membership at any point.
Does GoGet pay for fuel?
Yes, GoGet pays for fuel, as well as registration, insurance, and maintenance. We do that to make it as simple to use GoGet car share as possible. To fill the tank, use the fuel card located on the car’s key ring. If the card doesn’t work, pay for the fuel and email the receipt to email@example.com so we can reimburse you.
We do ask that you never leave a car with less than a quarter tank of fuel when you finish a booking. That’s to make sure the next member to use the car has plenty of fuel when they start their booking. There’s a $25 fine associated with breaking this rule. We pass that on in full to the next member, to make up for the inconvenience of having to refuel right away.
What if the fuel card doesn’t work, or is missing?
If the GoGet fuel card doesn’t work or you can’t find it, please pay for fuel yourself and keep the receipt. Email a photo of the receipt to firstname.lastname@example.org, along with your membership details, and we’ll reimburse you.
What if the car is low on petrol at the start of my booking?
If the car has less than a quarter tank of fuel at the start of a booking, give us a call. We will ask you to fill up the car during your booking, but we’ll credit you $25 to make up for the inconvenience of it. We’ll fine the previous member $25 for breaking the rules, which funds your credit.
Are GoGet cars automatic or manual?
All GoGet cars are automatic. We do this so that they are easy to drive, and so that every member can drive every GoGet vehicle.
Are GoGet cars safe?
GoGet cars are some of the safest cars on the road. Vehicles are replaced every 3-4 years, so they are all very new. That means they have some of the latest safety features – depending on the particular model. Every GoGet has at least a 4 star ANCAP safety rating, though most of them have 5 star ratings. Some of the features you will have access to as a GoGet members are reverse cameras, lane change assist, adaptive cruise control, heated wing mirrors, and ABS.
How often are GoGet cars cleaned?
GoGet cars are cleaned on a schedule, normally every couple of weeks. We want to make driving an easy and pleasant experience, and a clean car is an important part of that. We ask that members clean up after themselves at the end of every booking, which keeps the interior of GoGet cars clean as well.
How do you choose where to put cars?
We have a dedicated locations team that decide where to put GoGet cars. They look at where our members are, the demographics of the area, and what car use and ownership is like nearby. Along with discussions with council and with our members, this helps us decide where the best spots to try a new pod would be.
Does every GoGet have a dedicated parking spot?
Most GoGet cars have a dedicated pod, either on the street or in an off-street car park. Some cars have what we call floating pods. These cars don’t have a dedicated bay, but can be returned anywhere along a particular stretch of road, normally around 50 metres long.
Can I park my car in a GoGet pod?
Only the GoGet car assigned to a particular pod can park in that pod. If you’re driving the GoGet car that lives in that pod, then you can absolutely park it there. If you’re driving a privately owned car, a car from another car sharing service, or a GoGet car that doesn’t live in that pod, then it’s illegal to park there.
How do I start a GoGet car?
Once you’ve tapped on and got in the car, you’ll find the keys on a cord next to the steering wheel. Sometimes you’ll find them in the door trim or in the centre console. You can use these to start the car. You won’t be able to start the car if you haven’t tapped on.
To end a GoGet trip, first return the car to its pod. Now tap your smart card against the reader to lock the doors, then get on with your day. Along with the booking you made, tapping off lets us know your booking is complete, there’s nothing extra you need to do.
How will I know where my GoGet is?
If you’re using a car you’ve never booked before, be sure to read all the details in your confirmation email – you’ll get this email when you book the car. The email has all the details you’ll need: Where to find the car, how to access it if it’s not on-street, what the fuel car pin number is, and how to return the car.
Can I return a GoGet to a different pod?
No, all GoGet bookings are round-trips. This means you must return it to it’s dedicated pod at the end of your booking. You can find the exact location of the car’s dedicated pod in your confirmation emails.
What happens if I return a GoGet late?
If you return a GoGet late, our system will automatically extend your booking and issue you a $25 fine. You can get multiple late return fines if you continue to delay returning the vehicle. If you are going to be late, you will need to extend your booking – see below.
How do I extend a GoGet booking?
You can extend a GoGet booking on our app, website, or over the phone. The app is the easiest way to do it. Before a booking has finished you can extend it as long as you want, as long as another member doesn’t have the car booked immediately after you. If this is the case, you won’t be able to extend the booking. Call us and we can try to find another car for the next member and extend your booking – but there is no guarantee. It’s your responsibility to book for as long as you need ahead of time, and to make sure that you return the car before the booking’s end.
We don’t allow you to shorten bookings. Make sure you book for as long as you need to ahead of time.
What happens if my GoGet is missing?
Sometimes GoGet members cannot return a car to its dedicated pod. In this case, we ask them to park the car nearby. Have a look around and see if you can find your GoGet – it’s normally within eye shot. If you still can’t find the car, give us a call and we’ll track it down.
What happens if the car is dirty?
If the car is a little dirty, we’re sorry. Give us a call or send us an email to let us know, and we’ll have our fleet team clean it once your booking is over. If it’s so dirty it’s unusable, give us a call and we’ll try to get you into another car.
What if someone is parked in my pod?
We do our best to educate the public about why they cannot park in GoGet pods, but it does sometimes happen. In this situation, see if the driver is in the car – if they are tell them the spot is reserved for you and politely ask them to leave. If they are not in the car, we ask that you park in an unmetered spot nearby (some cars have parking permits on their windshield to make this easier). If you find a spot, let us know where you parked the car. If you’re having trouble, give us a call.
How do I use a GoGet in a car park?
If you book a GoGet car that’s located in an off-street car park, be sure to check your confirmation email to see how to pick it up and drop it off. How to access the cars will vary from car park to car park, but the car’s normally have a swipe card for the boom gate. It’s important that you don’t take a ticket when you return the car, but use the car’s swipe card instead.
Fees and Charges
How does GoGet pricing work?
There are three types of charges with GoGet. Your membership fee, the hourly fee, and the distance fee. Your membership fee will be an annual or monthly fee, depending on your plan. The hourly fee is charged per hour or per day. The distance fee is 40 cents per kilometre for hourly bookings. On daily bookings 150km are included, and each extra kilometre is 25 cents.
Plans with a higher membership fee offer much lower hourly fees, and are generally the best option if you use GoGet regularly. Each car type also has a difference hourly fee. All of our charges can be found on our Pricing Page.
Most accounts are charged on a Pay-As-You-Go system. When you make a booking, we’ll charge the booking cost to your credit card then. This includes hourly or daily booking fees and any surcharges, but doesn’t include distance or toll charges. You’ll be billed distance and toll charges, as well as any fines you may receive, in an invoice at the end of the month.
How does GoGet charge for distance/kilometres?
Distance is charged at $0.40 per km for hourly bookings. Day bookings receive 150km free each day, and additional kilometres are charged at $0.25 per km. These distance charges will appear on your end of month invoice.
What will I be charged at signup?
At signup you’ll be charged your first month or year’s membership, as well as a signup fee, if it applies to your plan. You may be subject to a pre-authorisation of up to $250. This isn’t technically a charge. Rather, it’s a temporary hold put against that amount by your bank – it’s returned withing a few weeks, depending on your bank.
What is the GoGet pre-authorisation?
A pre-authorisation is a temporary hold against a credit card or bank account that your bank will place when you first join. The pre-authorisation (up to $250) is placed just once when you sign-up. It’s a very common practice for services like ours, and your bank should release it within 10 business days (some banks can take up to a month).
How do speeding and parking fines work?
You are required to obey all relevant driving laws when you drive a GoGet vehicle. If you receive a speeding fine while driving a GoGet car, the fine will be assigned to you, and it will be your responsibility to pay it. If you’re issued the fine in person (ie from a police officer) the fine will already be assigned to you. If the offence is registered by a speed camera, we will assign the fine to you when we receive a notification.
If you receive a parking fine while booking a GoGet, we will assign the fine to you, and you will be responsible for paying it. This also applies if you park in a restricted area at the end of your booking, against the terms of the membership agreement. Don’t park illegally and you’ll be fine.
How do GoGet fines work?
If you break the rules of GoGet, you’ll be issued a GoGet fine. The amount varies, and details can be found in the GoGet member agreement.
How do tolls work?
All GoGet cars have an etag installed. If you use a toll road the toll amount will be added to your invoice at the end of the month. Please do not bring your own etag.
Can I change my plan?
If you’d like to change to another plan the suits your usage better, you can do it online at any time. For example, if you joined on GoStarter and now use GoGet regularly, you might save money on a higher usage plan. The hourly fees are much cheaper on GoOccasional and GoFrequent. You can change your plan from your GoGet online account at any time.
What if I only need to use a van?
If you don’t need access to every type of GoGet car, but could use a van every now and then, our GoVan plan might be a good fit for you. GoVan has no joining or ongoing membership fees, but gives you 24/7 access to 500 vans across Australia, by the hour or the day. If you plan to use vans regularly, or want access to other GoGet cars, one of our other plans might be a better fit.
What vehicles can I use on the GoVan plan?
GoVan members can only use vans and utes. There are around 500 vans across Australia, and a dozen or so utes.
Are there any membership fees on the GoVan plan?
No, the GoVan plan is free to join, and there are no ongoing membership fees.
Are GoGet vans easy to drive?
Yes, GoGet vans are easy to drive, and there are no additional licensing requirements to drive them. That said, if you’ve never driven a GoGet van before you should take it slow to start. They handle very differently to a normal car, so you should take the time to get used to the van, and take extra time to perform complicated moves, like parking and reversing.
Are GoGet vans automatic?
All GoGet cars are automatic. None of our vehicles are manual, so there’s no need to know how to drive one. We do this to make sure every member can drive every car. Some cars have a sport mode or semi-automatic shifting, so if you prefer driving manual, one of these vehicles might be good for you.
Where can I find a GoGet van?
With around 500 vans across Australia, there’s probably one near your home or work. Just like GoGet cars, GoGet vans are found both on-street and in off-street car parks. They’ll also located at most IKEA store and Kennards Self Storage locations across the major Australian cities, as well as at lots of major shopping centres.
Accidents and Damage
What if the car is damaged when I start my booking?
When you start a booking, take a look at the car and see if there’s any damage. If there is damage, check if it’s listed in the damage log in the glove box. If it isn’t give us a call so we can take a note of it – that way we know it wasn’t you that damaged the car. If the damage makes the car undrivable, call us and we’ll try and sort something out.
What happens if I get in an accident?
If you’re involved in an accident that doesn’t involve another driver, first make sure you’re safe. Then give us a call and we’ll take it from there. If you’re involved in an accident with another car, again make sure everyone involved is safe. Next, take the other driver’s details and give them yours. Take lots of photos of the accident and give us a call – we’ll let you know what the next steps are. Learn more about our damage process here.
Can you change damage cover on GoGet?
We have a standard level of damage cover, but you can reduce it by paying an additional hourly fee. And yes, you can change your damage cover at any time. Just log onto our website and go to the My Account tab. You can learn more about our damage cover here. Note: if you are a learner, under 18 or inexperienced driver with less than 1 year’s independent driving experience, you are not eligible for reduced liability.
How can I get in contact with GoGet?
For non-urgent inquiries, email email@example.com. If it’s urgent, call us on 1300 769 389.
When is the GoGet call centre open?
For membership, billing, sales, and activation, our call centre is open from 7am-5.30pm.
If you have issues with a car, we’re available 24 hours a day, 7 days a week.
Does GoGet have discounted plans for seniors, students, or business?
We also offer a discounted business plan. Businesses have a range of problems that we can solve. From small businesses that need to scale with extra cars, to large companies that want to save on their fleet costs, there are lots of great reasons to use GoGet for business.
Can we take GoGet cars outside the city?
Yes, you can drive GoGet cars outside the city. There are no restrictions on where you can take the car during your booking, as long as you stay on sealed roads. You’ll need to return the car to its original location though. That means you can take a car for a road trip up or down the coast, but you’ll need to bring it back to the city when you’re done.