Frequently Asked Questions

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What is car subscription?

What is car subscription?

HelloCars Subscription is the affordable alternative to car ownership that gives you the flexibility of car rental with the premium, fully-serviced experience of a car lease. Get exclusive access to any car you like to treat as your own for an affordable weekly payment.

All on-road costs such as registration, insurance, servicing and maintenance are paid for by HelloCars - all you have to cover is fuel and tolls. Unlike buying a car which locks you in for up to 5 years or more, with car subscription you can swap or even return your car as your lifestyle changes.

I've heard car subscription is more expensive than buying a car, is that true?

Depending on your lifestyle, car subscription presents several benefits over car ownership that could save you thousands each year. Here are some of the factors to consider when choosing whether to buy or subscribe:

  • Do you like to change your car frequently?

    If you are someone that enjoys the latest in car technology, safety and performance, then car subscription provides the opportunity to swap to a new car every few months at no cost.

  • Does your car spend more time in the driveway than it does on the road?

    If driving is perhaps not your primary form of transportation or you don't want to deal with the ongoing maintenance associated with full-time car ownership, then subscription is a good alternative to car ownership for when you need it.

  • Have you been caught out by unexpected car maintenance or repair costs before?

    Unexpected repairs can be a major disruption to your household budget, especially as you'll likely be without a car for some time as well. With car subscription, all ongoing maintenance and unexpected repairs are completely covered. If your car is no longer roadworthy, you'll even get a replacement.

  • Do you expect that your car will no longer suit your needs over the next few years?

    You should be able to change your car as often as your lifestyle. If you move closer to public transport, start a family or work from home - being able to swap or return your car is not only convenient but could also save you money.

  • Do the fluctuating costs of car ownership make it difficult for you to budget?

    With the rising cost of insurance premiums, servicing, registration and more - incorporating your car into the household budget can be difficult. With car subscription, you only have one affordable weekly payment to consider.

  • Are you paying interest on a depreciating asset?

    This one should be a no-brainer, but we've come to accept high-interest car loans as the norm when buying a car and tend to ignore the fact that our cars depreciate by thousands of dollars every year.

  • Do you take overseas holidays each year?

    Even though your car may be parked at home while you're overseas on holidays, it's still costing you money in registration, insurance, repayments and even maintenance. Car subscription allows you to return your car when it's not needed, and subscribe again as your needs change.

How is subscribing different to a lease?

Unlike a lease, with HelloCars Subscription there are no long-term contracts and no balloon payments. Simply subscribe to drive with a minimum commitment as short as 30 days, then simply return your car as your needs change.

Something that is unique to HelloCars Subscription is that you have the option to swap to a different car as your needs change - something you certainly don't get from a lease!

What is included in my car subscription plan?

All HelloCars Subscription plans include the cost of registration, insurance, servicing, maintenance and roadside assistance. You will need to cover any additional costs for fuel, tolls and kilometres traveled above the weekly limit of your plan.

Is this rent-to-own?

No, there is no obligation to purchase the vehicle and your subscription payments do not accumulate toward the purchase price of the vehicle.

Is this car sharing?

No, you have exclusive use of the car for the entire time you are subscribed. In fact, we encourage you to treat it as your own!

Who owns the car?

HelloCars is a registered and licensed motor dealership in NSW and we own all of the vehicles that are available for subscription. We are also responsible for the registration, insurance and maintenance of your car - including anything that may go wrong - so you get to enjoy all of the benefits of car ownership with none of the headaches.

Applying for a car subscription

Am I eligible for car subscription?

HelloCars car subscription is far more accessible than alternatives like car finance or lease arrangements. Even if you have poor credit history, it's likely you can still be approved for a HelloCars car subscription membership.

HelloCars consider every application individually, but there are also some basic criteria that all subscribers need to meet:

  • Hold a valid Australian (P2 or above) or equivalent international drivers license that has not been cancelled or suspended in the past 3 years

  • Be at least 21 years old and not over 75 years old

  • Not use any subscription vehicle for the purpose of operating a ridesharing service

  • Not have had any criminal, drink or drug driving convictions in the last 5 years

  • Not have made two or more motor insurance claims in the last 3 years

What checks will be performed when I apply for HelloCars subscription?

When you apply for HelloCars subscription, an identity check and credit report will be performed. We may also request documents including utility bills, bank statements and pay slips as part of our commitment to responsible spending. The credit report check will appear on your credit history.

Can I subscribe even if I have bad credit?

The criteria for car subscription is far more reasonable than finance and far more affordable than buying a car, so even with bad credit you can still start driving on subscription provided you can afford the weekly subscription payments.

Unlike car finance, with car subscription you are not locked into any long-term contracts so you are welcome to return the car anytime after the minimum subscription term. In fact, your minimum total commitment is similar to a mobile phone plan.

To see if you are eligible, simply book any car for subscription and get instant online approval in less than 60 seconds.

Can I subscribe if I am not an Australian citizen?

Yes! In fact, we think HelloCars Subscription is the smartest way to drive while you are visiting Australia. As long as you hold an equivalent international drivers license and meet the remaining eligibility criteria, you are welcome to apply.

Can I subscribe if I don't live in Sydney?

Due to current high demand, HelloCars is currently only subscribing vehicles to customers residing in the Greater Sydney area.

Payments and charges

What is the cost for car subscription?

This depends on the plan and car that you choose. The most affordable car on the Economy plan starts from just $119 per week. Call our Sydney-based team on 02 8278 9250 for a quote or browse the range of available cars.

Is it free to apply for a car subscription?

Yes! There is no cost to apply to subscribe with HelloCars. If your application is approved, some plans may include an upfront joining fee of $399. Before driving, all plans require a security bond of at least $500 which is fully refundable when the vehicle is returned to HelloCars in the same condition.

Are there any ongoing membership fees?

No, you only pay your regular subscription payments while you are subscribed. There's nothing to pay while you aren't subscribed.

Which HelloCars car subscription plan is right for me?

We don't believe that one size fits all. With HelloCars car subscription, you have several plans to choose from to suit your lifestyle. Whether you want to save money by driving long-term, or want the flexibility to swap more often - there's a plan for you.

How much is the refundable deposit for subscribing?

The minimum security deposit amount on subscription is $500 which is fully-refundable at the conclusion of your subscription as long as the car is returned in good condition and your subscription is in good order.

Depending on the result of the instant online assessment, your security deposit amount may be $500, $1,000 or $2,500. You can reduce your security deposit amount by paying a non-refundable weekly $25 Assessment Premium which is payable for the duration of your subscription.

Can I reduce my upfront refundable deposit?

When applying to subscribe, you have the option to pay the full deposit amount, or pay a reduced deposit amount for $25 per week.

How will my payment be processed?

You will need a valid credit or debit card in your own name to place your refundable security deposit when making your HelloCars Subscription booking. After placing your deposit, you can choose to pay using a credit or debit card, or through banking direct debit. If you choose to pay by credit or debit card, a 2% transaction fee applies.

What if I miss a payment?

You should always ensure funds are available for your subscription. Late fees apply if you do miss a payment. If your subscription falls into arrears, you may be requested by HelloCars to return the vehicle.

What is Loopit?

HelloCars is part of the Loopit provider network for car subscription, allowing you to subscribe to drive for an affordable recurring payment. HelloCars will manage your ongoing subscription and payments using Loopit and you can expect to receives some emails and payment notifications from Loopit as well.

Is there a limit to how far I can drive?

Each plan has it's own weekly kilometre limit with excess kilometres charged at a rate of $0.33 per kilometre as part of your subscription each billing cycle, depending on usage.

The weekly kilometre allowance of your chosen plan can be used over the entirety of your chosen billing cycle - either weekly, fortnightly or 4-weekly. For example, if you choose to make payments on a fortnightly billing cycle on the Cruise plan, you will receive 900km to use over the two week period, rather than 450km to use each week.

The weekly usage is measured using GPS and may not reflect the vehicle's odometer. Unused kilometres do not rollover between billing cycles. Kilometre usage cycles may not reflect your billing cycle.

How is kilometre usage charged?

Any additional kilometre usage is charged at each billing cycle during your subscription. We think a pay-as-you-drive approach is much fairer and more transparent than the bill shock that may come from receiving usage charges at the end of your subscription.

It also allows you to understand your driving habits and provide you with an opportunity to move on to a different plan with a more appropriate kilometre allowance to suit your lifestyle.

How do I pay for tolls during my subscription?

Paying tolls with an e-tag device: HelloCars recommend that you set up a toll account and install an e-tag to pay any toll road fees and charges incurred during your subscription. The relevant toll providers for NSW are E-Toll, E-Way and Linkt.

Paying tolls through your HelloCars Subscription account: If you do not fit an e-tag to the vehicle, your default option will be to pay toll charges through your HelloCars subscription account. HelloCars will charge you the toll fee, a number plate recognition fee and a $2.50 processing fee per toll charge incurred automatically as part of your weekly subscription payment.

Tagless toll accounts are not supported.

Number Plate Recognition Fees

This is the fee you’ll be charged if a working tag couldn't be detected in your vehicle and instead has to matched using your vehicle's number plate. The fees for this are outlined below and subject to change.

M1 $0.55 per trip
M2 $0.55 per trip
M4 $0.55 per trip
M5 $0.55 per trip
M7 $0.75 per trip
Lane Cove Tunnel $0.55 per trip
Cross City Tunnel $0.55 per trip
Sydney Harbour Bridge $0.55 per trip
Sydney Harbour Tunnel $0.55 per trip

$0.55 per trip on CityLink
$0.30 per trip on EastLink

Clem 7 $0.49 per toll point
Go-Between Bridge $0.49 per toll point
Gateway Motorway $0.49 per toll point
Logan Motorway $0.49 per toll point
AirportLinkM7 $0.49 per trip

How often are subscription payments due?

When you subscribe, you have the choice between weekly, fortnightly or 4-weekly billing cycles. All payments are made in advance through your chosen payment method.

Driving on subscription

How do I collect the vehicle?

On the day your subscription begins, you can collect the vehicle from HelloCars near Parramatta in Sydney's west. Only the main subscriber is permitted to collect the vehicle.

You will be required to bring your drivers licence to confirm your identity and a valid toll tag to install into the vehicle before you will be permitted to collect the car.

Delivery can be arranged for an additional fee.

Can I add another driver on my subscription?

Yes! As long as they meet the same eligibility criteria, you can add up to 5 additional nominated drivers to your subscription for $10 per week, per driver. Only nominated drivers are covered by your HelloCars subscription insurance.

What happens when the car needs to be serviced?

Routine servicing and maintenance is complimentary throughout your subscription at authorised service centres only. When your vehicle indicates a service is required, either displayed in the instrument panel or according to the service sticker on the windshield, you should contact HelloCars on 02 8278 9250 to arrange a service for the vehicle.

What if I need roadside assistance?

Every subscription car comes with full roadside assistance 24/7 every day of the year. In the event of a breakdown or issue with the car, simply call 1300 302 500 and quote your number plate and help won't be far away. You will also need to call HelloCars on 02 8278 9250 to report the issue with the vehicle after you have contacted roadside assistance.

What if I get a parking or traffic fine?

It happens, we understand. Any traffic or parking fines incurred during the subscription period are the responsibility of the subscriber. We will notify you if a penalty has been received.

What about fuel?

Fuel is one of the few costs that is not included in the price of your subscription. Your car will include a full tank of fuel when you first collect it and we ask that it is returned with a full tank also.

What if I am involved in an accident?

We understand being involved in an accident can be very stressful. In the event of an accident, you should call roadside assistance on 1300 302 500. If there is an emergency, you should call 000. You should not agree to have the vehicle towed by any other service provider or you may be liable for any costs incurred.

Ensure you gather all supporting information including the details of any other parties involved, witness information and photos from the scene of the accident. Contact HelloCars on 02 8278 9250 to begin the insurance claim process.

What is the insurance excess?

In the event of a claim, the standard insurance excess payable is $3,500. This is payable whenever a claim is made and is refundable where you are found to be not at fault and payment is recovered by the other party.

Can I reduce the insurance excess?

Yes, you have the option to reduce your standard insurance excess to $1,000 with HelloCars Liability Protection for $25 per week.

What if I damage the car?

HelloCars understand that accidents can happen. Any damage that falls within the HelloCars Fair Wear & Tear Policy will not be charged to you. The cost to repair any damage above the HelloCars Fair Wear & Tear Policy will be subtracted from the security deposit before being refunded. Where the cost of repair exceeds the value of the security deposit, you will be required to cover the cost of repair up to the damage excess amount.

I think there might be something wrong with my car, what should I do?

While we can't promise nothing will go wrong with your car, we do promise to make it right!

One of the key benefits of car subscription is that all servicing, maintenance and unexpected repairs are covered by your subscription, so should anything go wrong with the car while you are subscribed - we will fix it.

If we can't repair your vehicle in a reasonable timeframe, a loan car or similar replacement vehicle may be provided subject to availability.

HelloCars will look to resolve any issues that you may come across at the vehicle's next scheduled service, otherwise for more urgent matters you should contact HelloCars on 02 8278 9250.

How often can I swap my car?

The number of times you can swap for a different car depends on the HelloCars Subscription plan you have chosen. All plans allow you to swap as often as you like with at least 21 days notice for a $350 fee, while some plans provide you with the option to swap for a new car after 90 days. Check the details of your plan to see which applies to you.

Can I get a resident parking permit for my car?

We can assist you by providing a letter to send to your local council requesting a parking permit, however results vary between councils and you should make your own enquiries prior to subscribing.

What is the minimum subscription period?

The minimum subscription period depends on the HelloCars Subscription plan that you have chosen, starting from 30 days. You are welcome continue to subscribe for as long as you like. If you choose to swap or return your car before the minimum subscription period then an early swap or return fee may apply.

Cancellation and returns

How can I cancel my subscription?

Simply call HelloCars on 02 8278 9250 to request a return of your vehicle with at least 21 days notice.

An early return fee may apply if you choose to return the vehicle before the minimum subscription period.

Can I return my car before the minimum subscription term?

An early termination fee applies if you choose to return your subscription vehicle before the minimum term has expired.

What if I want to cancel my application?

HelloCars will request additional documentation and perform a final assessment after submitting your application. If HelloCars determines an additional deposit is required, or that you are not eligible for subscription, your deposit amount is fully refundable should you not proceed.

If you change your mind after submitting an application and do not wish to proceed, fail to provide the required documentation within a reasonable timeframe or fail to collect the vehicle within a reasonable timeframe, a $350 cancellation fee applies.

How do I return the car?

You will be required to bring the car back to the collection point at the agreed time. A visual inspection of the vehicle will be conducted to ensure the vehicle is in the same condition as when it was collected. The vehicle must be handed over to a HelloCars staff member and you must be present for the return vehicle inspection.

How long will it take to close my subscription after the car has been returned?

HelloCars will pause your subscription immediately after the car has been returned so you will not incur any additional subscription charges. From there, we endeavor to close your subscription within 5 business days.

This allows us the opportunity to consider any additional charges such as tolls and kilometre usage that may have been incurred, plus any items above our Fair Wear & Tear policy that may need to be considered.

Rest assured, if you have made any overpayment due to your return date coinciding with your next billing cycle, this will be considered and refunded as part of closing your subscription.

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