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FAQ's

Technology makes car sharing work and so simple to use. As an innovation that can be part of our daily lives now through the technology available, being a Popcar member and driver is all taken care of but of course there are plenty of questions which can all be answered through following the link below.

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Joining

How to Join
Join Popcar via the website, or by calling our customer experience team. All you need is a valid driver’s license, and a credit card, be 18 years or older to be on your way to smarter means of owning a vehicle.
How do I pay for using Popcar?
All charges are billed to your credit card attached to your account. No invoices to worry about. Charges are processed at the conclusion of your journey with the exception of toll road fees incurred, these will be processed to your credit card within the following week.

Booking a Popcar

How do I book a Popcar?
It’s very easy, use our website or app to locate the vehicle you want to book and follow the prompts. You’ll receive a booking notification either by email or SMS (depending on what you have set as your communication preference). To book a Popcar all you need is to have a valid membership.
Can I change/cancel a booking?
Yes, you can change or cancel your booking up to 3 hours prior with no penalty.
Can I extend a booking once my booking has begun?
Absolutely pending the car hasn’t been booked by someone else for the period you are wanting to extend for. Either use our App on your smart phone, use the on-board computer or if during business hours contact our customer experience team.
Can I make recurring or multiple bookings?
Yes, both are possible with the technology our cars run from. Multiple bookings can be made for up to a year in advance pending the car is available for all your selected times, should it not be the system will propose the best alternatives for you.
Minimum and maximum Booking times

The minimum booking time is 1 hour and maximum is 4 days.

What types of cars are Popcars?
All Popcars are automatics and most use petrol fuel. Some vehicles do use Diesel and this is clearly identified on the inside of the fuel cap. Popcar offer you a wide category of vehicle from our City Hatches, to SUV’s, to Sporty cars, to Commercial Utes and Vans. Also Hybrid vehicles.

Problems/Issues

The car won’t unlock
If it is during office hours (being Monday – Friday 8:30am – 5:30pm, Saturday 9am – 5:00pm) please call our Membership Experience team to gain assistance. If it is outside of business hours our priority is to get you to where you need to go. As such we recommend you call and catch a taxi. The cost of which to a maximum of $50 will be credited back to your account with receipt of the invoice from you.
The car won’t start
If it is during office hours (being Monday – Friday 8:30am – 5:30pm, Saturday 9am – 5:00pm) please call our Membership Experience team to gain assistance. If it is outside of business hours our priority is to get you to where you need to go. As such we recommend you call and catch a taxi. The cost of which to a maximum of $50 will be credited back to your account with receipt of the invoice from you.
The car isn’t there for my booking
If it is during office hours (being Monday – Friday 8:30am – 5:30pm, Saturday 9am – 5:00pm) please call our Membership Experience team to gain assistance. If it is outside of business hours our priority is to get you to where you need to go. As such we recommend you call and catch a taxi. The cost of which to a maximum of $50 will be credited back to your account with receipt of the invoice from you.
The car is damaged/unacceptably dirty
All you need to do is report the condition of the vehicle through the app or by calling the membership experience phone centre and let us know. If that’s the way you found the vehicle then of course no charges will be applied to you.
The car has less than 30% fuel
If this happens we apologise for the inconvenience to yourself. Each car is required to be returned to its location with at least 30% fuel, if it isn’t the last member will be charged a fee which is then passed onto the next using member as a credit to their account.
The car was in an accident
If no person is injured, collect all details from the other driver involved including as many photos as possible of both vehicles and other driver’s license and registration number. If the car is not drivable, each vehicle has towing assistance which can be called 24 hours a day. The contact number is located on back page of your in car guide, kept in the glove box.
The car has broken down/has a flat tyre
Each vehicle has towing assistance which can be called 24 hours a day for any vehicle issues. The contact number is located on back page of your in car guide, kept in the glove box.
I forgot something in a Popcar
We can remotely allow access to the vehicle if it is not being used so that you can return and retrieve your item. Alternatively if the car has been used we will do our best to retrieve it and contact the driver. Of course any personal items taken into a vehicle are the responsibility of individuals for its care.
I lost my license
It is a condition that all registered drivers maintain a valid driver’s license. If a registered driver is to have their license suspended it is the account holders responsibility to have that driver removed. If the account holder has their driver’s license suspended then driving a Popcar is no longer permitted and the membership should be cancelled to ensure no further charges are processed.
The vehicle was involved in an accident and the driver isn’t a registered Popcar driver
The only individuals permitted to drive a Popcar are those registered to a valid membership. The account holder must not allow any other person to drive a Popcar under their account. Any damage or theft to a vehicle in these circumstances is not covered under insurance and becomes the responsibility of the account holder.

Subscription Changes/Maintenance

Changing a subscription plan
Your subscription can be changed on a monthly basis should your circumstances change and you expect to be using Popcar either more or less. Additionally subscriptions such as insurance excess reductions or carbon offset credits can also be modified monthly.
Cancelling your membership
You are not locked into any minimum term with Popcar, it’s a great service and if your circumstances should change then you can change your membership at any stage. Your membership can be cancelled or postponed at any time. No more will be paid by you pending all due payments at the time of cancelling have been made.
Account Maintenance
All your details can be maintained via logging into your account on our website. Hereyou can;
  • Update your contact details
  • Update your credit card information
  • Change and add the Drivers associated to your account
  • Update communication preferences

Using Popcar Vehicles

Who can drive a Popcar?
Once you have an active membership with Popcar anyone who is a registered driver on your account can drive under your membership and use Popcar. To be a registered driver a person must have registered via our website and have submitted a copy of their valid driver’s license. Any registered driver needs to be 18 years or older
How much is it to use a Popcar
There are multiple subscription plans available depending on how often you will be using Popcar. Generally there is Joining Payment and monthly membership payment. Usage is charged by an hourly rate and per kilometre rate. The hourly rates vary based on the type of vehicle you are using, use a less expensive vehicle and the rate is less so you are able to pay for what you use.
What’s included in my charges for using Popcar
Fuel, Insurance, Servicing, Maintenance, Registration, Insurance are all included in your usage charges. Road tolls, traffic and driving infringements, parking fines are not included in your usage and are charged separately where the account holder incurs them.
What license do I need?

A valid Australian driver’s license or be 18 of years of age and hold a Provisional license with a minimum of 1 year driving experience.

What happens about insurance?
Insurance is included in your hourly usage but there is an excess you are liable for should it be determined that the at fault driver is either yourself or a driver under you membership. You may elect to add an insurance excess reduction option to your subscription. This can be changed on a monthly basis by visiting your account on the website.
What if I receive a parking/traffic infringement
No problem but it is your responsibility to have the fine paid. Should we receive an infringement on your behalf because it hasn’t been paid or was an infringement that wasn’t handed to you at the time of incurring (like a red light camera etc.) we will complete a statutory declaration and have it forwarded to the account holder. When this happens there is an administration charge for doing so (please see other charges under Payments).
Can my pet use Popcar too?
Not in every vehicle but yes in some. Some Popcars are marked as being pet friendly, these can be found when booking by selecting the ‘Pet Friendly’ search criteria. They are also labelled as such in the vehicles information guide within the glove box.
Tow bars/roof racks, are these accessories available?
Some SUVs will be fitted with tow bars and roof racks. They can be identified when searching for available Popcars to book by using the filter. Correct usage including not exceeding the tow limits is the responsibility of the driver. Towing inappropriately will render the driver liable for all damage and liability and is not covered under any insurance. A Rav4 fitted with a tow bar has a towing limit of 750kg and a Tiguan fitted with a tow bar has a limit of 750kg.
How to Get into a Popcar
To open a Popcar vehicle simply hold your Access Card to the chip ready located on the driver’s side front window. Should for any reason the car not unlock call the member experience team.
How to start a Popcar
Vehicles are started via a normal car key, the key will be permanently attached under the steering wheel to a chord. If the car uses a Smart Start system (push button start without a key) then all you need to do is push the button to get going. When you enter the vehicle, the on board unit will ask you questions about the state of the vehicle, which you will need to answer before starting the car.
How to Fuel a Popcar
All vehicles have an on-board computer, usually near the rear view mirror. Inside the computer is a Motorpass petrol card that can be ejected and used for fuelling your vehicle at any petrol station. When the card is ejected from the computer a PIN Code will be displayed for use when purchasing the fuel. Fuelling a vehicle is every user’s responsibility and cars are always required to be returned at the completion of each journey with a 30% fuel level. If under that level a charge is incurred which is passed to the next member who uses the vehicle as a credit on their account for the inconvenience.
How finish a journey with Popcar
Before the conclusion of your reservation time, return the vehicle to its designated location from where you picked it up and simply lock the vehicle and walk away. You may either close the reservation by ending your booking on the app or the booking will end automatically at its ending time.
What other charges/fees am I liable for?
On our pricing page are details of all charges a member may be liable for. Any toll fees or fines are the responsibility of the account holder in addition to usage charges. There are other charges we may impose to help keep the system working for one member to another, all are outlined on the pricing page.
Cancellation / No Show Fee
There is no cancellation fee if the reservation is cancelled more than 3 hours before the start of the booking. This stops members reserving cars then cancelling at the last minute, which prevents other members from using them. Members who do not cancel their booking within these times will be charged standard rates for all hours reserved.
Late Return
If a member is late returning a car, they are charged $25. If another member had that car booked, the late member will be charged an extra $25 ($50 in total). We may decide not to charge a late fee if the member phoned us in advance to let us know they are running late. However, if another member had that car booked the $25 charge for inconveniencing them will stand.
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Intermotive Australia
PO Box 823
Newtown NSW 2042
Contact us
1300 707 227
membership@popcar.com.au
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