Legal & Regulatory Information
Official legal statements, terms of hire, Australian Consumer Law compliance, privacy and dispute procedures for Lunavorex car rental Australia.
Terms of Hire
These Terms of Hire set out the contractual obligations between the renter and Lunavorex. They must be read alongside your booking confirmation. Key elements include:
- Minimum renter age: 21 years (unless otherwise agreed).
- Valid full driver’s licence required; international licences must be accompanied by an English translation or an IAL permit.
- Payment: card pre-authorisation required; outstanding amounts billed post-rental.
- Fuel policy: return with same fuel level or refill fee applies.
- Damage and wear: you are liable for damage unless covered by insurance or an approved protection product.
- Late returns attract hourly fees plus daily rates after 4 hours.
Refer to the full Terms of Hire (download below) for exclusions, permitted drivers and vehicle use restrictions.
Australian Consumer Law (ACL) & Guarantees
Lunavorex operates in accordance with the Australian Consumer Law. Our services come with consumer guarantees that cannot be excluded. Your ACL rights include remedies where goods or services are not of acceptable quality, not fit for purpose, or not as described.
Where a major failure with our service occurs, you are entitled to a remedy which may include a refund, replacement or compensation. For more complex disputes, external escalation options (ACCC, state fair trading) are available — see the dispute section below.
Privacy & Data Handling
Lunavorex collects personal information necessary to provide rental services, verify identity, manage payments and comply with legal obligations. We retain data for service delivery, insurance and fraud prevention purposes.
- Categories: identity, contact, driver licence, payment details, rental history.
- Retention: typically 7 years for transactional records and insurance claims (where required by law).
- Sharing: third-party processors, insurers, law enforcement when legally required.
Full details are available on our Privacy Policy, including access, correction and complaint procedures under the Privacy Act 1988 (Cth).
Complaints, Claims & Dispute Resolution
If you have a complaint about a booking, damage assessment or billing, please contact our support in writing. Our internal complaint handling follows these steps:
- Submit details to Lunavorex via email or postal address (see header contacts).
- We acknowledge within 3 business days and investigate within 10 business days.
- We propose a resolution or escalate to senior review if required.
If unresolved, you may refer the matter to the Australian Competition & Consumer Commission (ACCC) or your state fair trading body (e.g., NSW Fair Trading).
Legal FAQs
Fees, Excess & Pricing Disputes
| Fee type | Typical amount (AUD) | Notes |
|---|---|---|
| Damage excess (standard) | $2,200 | Reduced with protection add-ons |
| Cleaning fee | $80–$250 | Depends on severity |
| Late return | $25/hr, then daily rate | After 4 hours daily rates apply |
| Fuel service | Market price + $20 service | Charged if not returned full |
If you dispute a charge, contact support with evidence (photos, receipts). We will respond and if unresolved, you may escalate as per the Complaints section.