Member Manual

Our Motopool Concierge Team is here to help with any questions you might have, however most of the most obvious or simple ones you will find covered here in our Motopool Member Manual.

Guide to Fees

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Subscription Plan Fee – this is your weekly fee that is payable each week for your access to the service. It is based on the different plan you choose.
Car Fee – this is added on to your subscription plan fee and is based on the car that you select.
Weekly Advertised Fee per Car – the fee advertised per week for each car is the combination of the Plan Fee and the Car Fee
Joining Fee – this is a one-time fee that is payable upon joining the Motopool subscription and is $250
Security Deposit – this is a refundable security deposit that may be charged to commence your subscription

Cancellation Fee - There is a $350 cancellation fee if you pay your deposit and book a subscription with us but fail to collect the vehicle.
Ancillary Fees – This refers to any additional charges incurred by an account holder or their additional driver as a result of the use of the Motopool service. This includes but is not limited to infringement notices, speeding tickets, tolls, fuel, excess KM’s and additional cleaning charges.

KM Allowance Guide


Your Motopool subscription comes with between 250 – 750 KM’s per week depending on the plan that your are on. If you exceed the KM allowance then you will be charged an additional KM charge at $0.30c per KM. These charges are recorded and processed in line with your billing cycle.

Fuel Charges


As part of the Motopool service you will always receive your car full of fuel and ready to go. As part of the service you are able to hand back the car without a full tank of fuel – Motopool will simply charge you for the fuel to refill the tank. The below are the standard rates as at today that you will be charged for fuel:

Unleaded Petrol – $2

Premium Unleaded Petrol – $2.5

Diesel – $2

Toll Charges

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When it comes to tolls charges you have you two have different options available to you.

1. Firstly you can setup your own Toll Account and use your own Toll Reader which you can transfer from car to car. This can be done via Linkt if you don't have an account already or you can use an existing account if you have one and just transfer on to your Motopool Car.

2. The second option is you can leave it to Motopool to take care of your tolls. We have all our cars under a toll account as a backup using registration recognition and so if you decide not to use your own toll account then we will charge you under our account each month at the end of the month. Please note there is a $2.50 processing fee per tolls that we charge to do this.

Availability of Vehicles


While Motopool always endeavors to give customers the ability to choose any of the cars on the website, there are times when certain cars may be in popular demand and as a consequence unavailable. Motopool’s commitment to our customers is that we will always work with them to ensure we can give them access to a comparable car in the event that a certain car is not available to them.

Additional Drivers


As part of the service you are able to add additional drivers to your Motopool subscription. To do so we simply need them to be eligible as per the membership agreement and to collect their details so we can update them in our system. There is a $10 charge per week added to your subscription for each additional driver you wish to include.

Use of Vehicle


Motopool cars must always be used in a safe manner and you must always comply with any relevant road rules, laws or vehicles manuals that exist. For more specific information about your obligations as to how to use the cars please consult your membership agreement.
Each car also comes with its own Manufacturer Manual which located in the glove box will give you specific information about use of and operating the car that you are driving along with the Motopool Welcome Pack you receive.

Swapping Cars


With a Motopool subscription you can swap cars at certain times depending on the plan that you have chosen. In addition to this if you would like to swap cars outside of the allowed periods then you can do so at anytime for a fee of $300.

What if I have an accident or cause damage?

  • Firstly call 000 if anybody is hurt or if you think drugs or alcohol may be involved or the other party to the accident refuses to exchange contact details.
  • Call us on 07 3884 9494 to report the accident. If the car is driveable you can continue on your way and notify us when you can or send us an email including your details, the car’s rego and a brief message around the damage/accident.
  • Be sure to get all the information at the scene of the accident including the registration numbers of any vehicles involved, driver’s details including the full name, license number, their insurer, address, phone number and date of birth. Please also get the details of any witness’s to the accident and photographs that may be helpful. If the police have been called please ensure you also get the police report number and the name of the officers attending. These can be sent to:

What about a breakdown - Roadside Assist


If you have any mechanical issues while using your car including a flat tyre or drained battery please contact our relevant roadside assist provider based on the type of car you are in. Please quote your rego number and remain with the vehicle until this is resolved.

  • New MG – 1800 64 22 77
  • New Jeep – 1800 102 277
  • New Kia – 131 542
  • New Mitsubishi – 1300 131 211
  • New Nissan - 1800 035 035
  • New Mazda - 1800 034 411
  • Toyota or Used Vehicle Any Brand – 1300 302 500

Motoperks Terms and Conditions


Motoperks - The Motopool Rewards Program

  • Motoperks are only available to be redeemed after 12 months of continuous subscription
  • Your weekly fee will be automatically reduced at the 12 month mark, and then again at the 24 month mark
  • Motoperks cannot be redeemed for cash, accumulated (must be used in 12 months), transferred to anyone else, or used for any other purpose
  • Motoperks are only for single car customers – not intended to be redeemed by major fleets
  • If you have already received a rate reduction, or you’re on a tailored deal from Motopool, you will not be applicable for the weekly fee discount – but good news, you can still redeem the Payment Holiday & the Booster Pack!
  • To be eligible for any Motoperks, your account must not be in arrears, nor have been in the preceding 3 months
  • Motopool have full discretion over eligibility for Motoperks based on your subscription history

Motopool Fair Wear and Tear Guide



Fair Wear and Tear includes: Dents of no more than 20 mm in diameter (excluding bonnets and roofs) where the paint surface has not been broken and there is no paint removal, paint cracking of flaking.

Fair Wear and Tear excludes: (a) dents of any diameter on bonnets, roofs, wheel arches, style lines, door sills or door edges; (b) multiple dents within a specific local area regardless of size; or (c) any damage affecting or penetrating the paintwork.

Stone chips

Fair Wear and Tear includes: Isolated stone chips to any panel up to 2 mm in diameter.

Fair Wear and Tear excludes: More than 5 stone chips to an isolated area.


Fair Wear and Tear includes: Light scratches: (a) not more than 20 mm in length and not more than 1 mm wide; (b) no paint surface penetration; and (c) can be polished out.

Fair Wear and Tear excludes: Any scratch where the metal, plastic or undercoat is exposed


Fair Wear and Tear includes: (a) light scuffing or scratches: (i) where there is no paint penetration; (ii) which are no more than 20 mm in diameter ; and (iii) which can be polished out; isolated stone chips up to 2 mm in diameter.

Fair Wear and Tear excludes: (a) any broken paint; (b) multiple scratches of any size; (c) dents of 20 mm in length or more in diameter; (d) any damage to a textured bumper; and multiple stone chips of more than 5 to an isolated area.

Wheels, wheel trims, tyres

Fair Wear and Tear includes: Light scratches and scuffing up to 20 mm in length.

Fair Wear and Tear excludes: (a) wheel trims or hubcaps that are cracked, broken, missing, mismatched or not the original wheel trim or hubcap; (b) alloy rims for standard vehicles that are cracked, buckled, gouged or mismatched or not the original rim; (c) alloy rims for prestige and collection vehicles if: (i) a scuff mark is more than 20 mm in length; (ii) the alloy rim is cracked, buckled or gouged ; or (iii) the alloy rim is mismatched or not the rim as originally supplied; (d) tyre tread and sidewall damage so that the tyre is unroadworthy e.g. cuts, bulges, gouges and abrasions, tyre misuse e.g. flat spots and burnouts; (e) replacement tyres that differ from those originally supplied

Windscreen, windows, lamps and external mirrors

Fair Wear and Tear excludes: Scratches, chipping, cracks, holes or damage to: (e) the windscreen; (f) windows; (g) lamps; and (h) external mirror lens, as all such damage may affect the roadworthy status of the vehicle and may subsequently worsen over time from the vehicle continuing to be driven.

Upholstery, floors, carpets, dashboard, fascia, trim interior and vehicle cleanliness

Fair Wear and Tear includes: (a) light marks that can be removed by vacuum or general cleaning; (b) light scuffing or smears or regular day to day debris that is removable by general cleaning.

Fair Wear and Tear excludes: (a) any permanent damage caused by harsh or corrosive materials; (b) tears, cuts, scratches, holes or burns; (c) any damage to the structure, shape or positioning of a seat; (d) hair from pets; (e) excessive soil, mud or sand (other than from regular day to day use); (f) evidence of smoking in the vehicle; (g) odours or foreign matter; stains or marks that cannot be removed by general cleaning or require steam cleaning.

Keys, accessories and equipment

Fair Wear and Tear includes: Minor cosmetic damage that does not in any way affect the functionality of the keys, accessories or equipment.

Fair Wear and Tear excludes: (a) loss or damage to keys or remotes; (b) damage caused by incorrect fitting of accessories (snow chains, roof racks); (c) damage to aerials; (d) removal or damage to any item supplied with the vehicle (parcel shelf, tools, spare tyres, wheel trims, hazard triangles, first aid kits, GPS unit).