Frequently Asked Questions Australia

Below are some of our most frequently asked questions.

  • JOINING MAVEN

  • To be eligible, you must:
    • Apply and be approved by Maven to be a member
    • Be at least 18 years or older
    • Possess a valid, Australia State or Territories issued driver's license which is not suspended, revoked or restricted (see additional details below regarding international driver’s licenses)
    • Meet the eligibility requirements in the Member Agreement
    • Accept the Member Agreement Terms and Conditions
    • Read and accept the Privacy Statement
    In addition to the requirements above, Maven reserves the right to decline membership or terminate membership if you do not comply with the Member Agreement, or if you fail at any time to meet the eligibility requirements. Please see the Member Agreement terms and conditions for more information.
  • It can take up to 2 business days after you apply. We may also need to review your driving record before you're approved to drive.
  • Not currently, but in the future, we may have a corporate membership option.
  • Yes. However, if you possess a non-Australian driver’s licence it must be considered valid in the State or Territory in which you reside. You will need to provide both the front and back copy of your driver’s licence along with verification that it is acceptable in the State or Territory in which you wish to use a Maven car (eg. a print out of an official State or Territory website showing a driver’s licence from your country is acceptable in that jurisdiction).
  • MAVEN REFERRAL PROGRAM

  • The referral program allows you to share us with friends easily. Simply send them your personal invite code and when they became a member and complete a trip, you'll receive at least $15 for use on a future reservation.
  • To get your personal invite code, go to the My Info Tab in the app. To share your invite code, simply tap "Invite Friends."
  • To use an invite code, go to the "My Info" tab in the app and click on "Enter New Code." From there, copy in your friend’s invite code and hit Submit. The referral award will instantly appear in your Available Awards.
  • If you shared an invite code with a friend and didn't receive your referral award, it could be for a couple of a reasons. Your friend could have signed up but forgot to use your code; they used the code but never completed a trip; or they were not approved as a member. If you used a friend's invite code but didn't get your award, email us at memberservices.aus@maven.com
  • There are two ways that you can earn a referral award. 1. Become a member using a friend's invite code and get at least $15 instantly to use on a trip. 2. Share your invite code with a friend. Once your friend becomes a member and completes a trip, you'll receive at least $15 to use towards a future reservation.
  • Yes. They expire 180 days after they are added to your account. You can easily see when an award will expire by going to the “Awards & Promotions” section of your account.
  • You can see all your awards by going to "My Info" in the app and clicking on "Awards & Promotions." Under the heading "Available Awards" you will see a listing of all the awards you currently have, their value, why you were given the award, and when each award will expire.
  • RESERVING A MAVEN CAR

  • 1. Tap on Find a Car.
    2. On the map view, cars will be identified with special icons. If the icon is greyed out, it means the car at that location is currently on a reservation.
    3. If you toggle to the list view, you will see Maven cars currently available to make a reservation.
    Tip: Know what kind of car you want or scheduling for the future? Add filters to your search by tapping the magnifying glass symbol.
  • 1. Tap the 'Find A Car' icon at the bottom left of the app screen.
    2. Then tap the List View icon on the bottom right of the app screen that looks like three lines.
    3. Tap the Magnifying Glass symbol on the top right of the app screen.
    4. Update your Start and End times.
    5. Push the Magnifying Glass symbol again.
    6. Choose the car you want to drive.
    7. Ensure the selected car is located at your desired pick-up location.
    8. Push Reserve to confirm your booking.
  • You can book a car for as little as one hour and up to 28 days at a time. You only pay for the time you need - you can extend your trip (when available) in one hour increments.

    If you need a car for a specific length of time, we recommend utilizing the app's search filters to only see cars that will work for your desired reservation length.
  • iPhone with iOS 9.3 or above and Android with 5.0 are currently supported.
  • You can cancel or change your reservation at no charge 24 hours before the reservation is scheduled to begin. 24 hours prior to the start of your trip, your reservation fee or $5 (whichever is higher) will be preauthorised on your nominated payment method. If you attempt to cancel within the 24 hour window before your booking, you will be charged the full amount of the reservation.
  • Payments are all handled through the credit or debit card you input when you registered for Maven. This is found in the “Payment Details” section of the application process. We accept a variety of major credit or debit card carriers, except Amex. The payment method you put on file will be billed when you end your reservation. Please make sure you maintain accurate credit card information so that your account is kept in good standing.
  • 24 hours prior to the start of your trip, your reservation fee or $5 (whichever is higher) will be pre-authorised on your nominated payment method. As such, you will see pending charges on your payment method to ensure funds are available for your reservation. If the funds are not available, your reservation will be cancelled.
  • Members can resolve their billing issues by emailing us at memberservices.aus@maven.com . Please make sure you include your full name, reservation number and state your reason for contacting us.
  • No, you may only reserve and use Maven cars for personal use.

    However, you might be interested in Maven Gig, which allows rideshare and delivery drivers to reserve cars. Learn more mavengig.maven.com/au/ .
  • MAVEN CARS

  • Maven has a large collection of models to choose from. Please refer to your state road authority’s website for any restrictions, some states may have rules about prohibited cars for P Plate Drivers.

    Also some stations will require key handover and will have unique pick up and drop off times – these will be marked in the app. The remaining stations will be keyless.
  • All Maven cars in Australia have automatic transmissions.
  • LET'S DRIVE

  • When you join, you gain access to our fleet of cars simply by using your smartphone.

    Keyless: At the time of your reservation, just walk up to car with the smartphone you made your reservation with. Once you have confirmed your Bluetooth is turned on, press the unlock button in the App, and the magic happens.

    Our app is available for iPhone with iOS 9.3 or above or Android 5.0 devices with Wi-Fi and Bluetooth.

    Key required: Will require a physical key to unlock the car. Please refer to the station ‘Directions to Vehicle’ under "Current Trips" or “Upcoming Trips” in the Maven app for unique key and access requirements.
  • After making your reservation you will be sent a confirmation email, with instructions on where to pick up the car.

    Keyless: Your phone is the key! The magic is that the app acts as your key allowing you to lock, unlock, and start and stop the car. You will not be able to start the car unless the phone you made the reservation with is inside it. To start cars with push start buttons, simply step on the brake, press the start button, and you're good to go. (Don't forget to push the button again to turn the car off!)

    Key required: Generally, the key handover will be at security or at reception. Just show your reservation booking on the Maven app or your confirmation email, and the staff will assist you with the pickup. There are Maven signs near the station for direction.
  • No, but you can amend your booking in the app if required. If you are unable to amend the time, it is because another Member has booked the car.
  • Before you drive off, be sure to take a few minutes to do a thorough walk-around to see if there are any dents, scratches or other damage. Check the inside as well.

    You don't want to be held responsible for damage you didn't cause, so please don't forget to check at the start of every reservation.
  • Your Maven car should have at least ¼ tank of fuel when you arrive. A fuel card located in the glovebox can be used to refuel the car once per booking. If you require more you will need to refuel and pay for the fuel yourself.

    The cost for returning a car with less than ¼ of a tank is the cost of refuelling plus a $20 administration fee. Please email us at memberservices.aus@maven.com if your Maven has significantly less than ¼ fuel when you pick it up.
  • There are a variety of members using Maven cars daily – please do your part to keep the cars clean, as per the Member Agreement.

    Please note there is a cleaning fee of up to $300 for returning a car in a condition we reasonably consider to be unclean plus a $20 administration fee.
  • Provided that another member does not have a reservation immediately after yours, you can extend your trip using the Maven app on your smartphone.

    See if additional time is available to extend your reservation by opening your existing reservation in the App and clicking on the “Extend” button.

    If you are unable to extend your reservation, another reservation exists after your scheduled end time.

    Please note, if you extend your reservation, you will be charged for the additional time (as per standard rates).
  • You can cancel or change your reservation at no charge 24 hours before the reservation is scheduled to begin. 24 hours prior to the start of your trip, your reservation fee or $5 (whichever is higher) will be preauthorised on your nominated payment method. If you attempt to cancel within the 24 hour window before your booking, you will be charged the full amount of the reservation.
  • Members are responsible for all toll costs that are accrued during a reservation. To use tolls, add the car to your CityLink account for the duration of your booking, or if you have one, place your eTag in the eTag holder on the windscreen. If you choose not to use your personal eTag please note you will be invoiced for Tolls incurred and your nominated credit card will be charged plus we may charge an administration fee of $20 per toll.
  • Yes, your Maven membership includes roadside assistance 24 hours a day, 365 days a year. Please call Holden Roadside assistance on 1800 817 100 and they will forward calls to the appropriate contractor by State.
  • Yes, but only when it's kept in a locked pet carrier, that is secured in the car. Many members are allergic to pet hair so please be considerate and make sure there is no animal hair left in the car at the end of your reservation.

    Service animals used by disabled members or passengers with disabilities are an exception. These animals are allowed in the car without a pet carrier. If you need to bring a service animal into a Maven car, please let us know by calling 1800 316 450.
  • Smoking in a Maven car is strictly prohibited for drivers and passengers. Any residue of smoke in a car (including, but not limited to, residue from smoking in the car or transfer from clothing) may result in a member being charged for the cost of cleaning the car and may result in termination from the program.
  • Yes. Please keep in mind children under the age of 7 need to sit in the backseat. Child seats/carriers can be used in Maven cars, please ensure you secure the child in the restraint in accordance to the manufacturer’s instructions.

    Children aged under six months must use an approved, properly fastened and adjusted rearward-facing child restraint. Children aged between four and seven years old must use a properly fastened and adjusted forward-facing child restraint OR booster seat.
  • If you are unable to locate the phone you made your reservation with, you may use another smartphone to start or complete your reservation, provided you download the app on that phone and login with your login credentials. If you do not have another phone contact us at 1800 316 450 and we will gladly assist you.
  • Absolutely. However, please prioritize safety and pair your phone prior to driving the car. Also, in cars equipped with Apple CarPlay® or Android Auto™ you can project our phone’s content (music, contacts, etc.) within the car. If you would like more information on how to connect your phone please call us on 1800 316 450 or email memberservices.aus@maven.com .
  • A Maven car can be driven by a non-Maven member however the Maven member must be present in the car.

    Keep in mind the Maven member who has the car reserved is responsible for the condition of it when in use and is responsible for repairs if damage occurs to the car. They are also responsible for any tolls or fines incurred.
  • Yes, presently, cars cannot be driven outside of the State in which they are rented. Should you wish to drive interstate please contact Maven at memberservices.aus@maven.com prior to commencing your trip. Taking the car interstate without consent from Maven may result in termination of your membership.
  • If you find an item in a Maven car, please place it in the glove compartment or boot and give us a call at 1800 316 450 or email memberservices.aus@maven.com .
  • Please avoid commercial zone parking areas, or you'll be a sweet target for a parking ticket.
  • Members are responsible for parking fees not associated with Maven parking spots, including meters, car parks and parking tickets.
  • We'll cover fuel and insurance, but you are responsible for legal infractions. If we receive a notice and process a violation, you will be charged a $20 administration fee in addition to the original cost of the ticket.
  • If you do not pay a ticket, we will be notified and charge you a $20 administration fee. Additionally, you are responsible for the cost of the ticket. If we can, we will redirect the violation to you. If we can't redirect it, we will pay the fine, along with any late fees and bill the total to your account. Other fines or membership suspension may also result, so please pay the ticket when you get it.
  • If you wish to contest a violation and the issuing municipality allows it, be sure to do so promptly! If we receive a notice in the mail, and you are yet to dispute the ticket with the issuing municipality, we will automatically bill your account for the violation, plus the administration fee.
  • No need to worry, take a deep breath and follow these steps:

    Follow the Instructions on the Accident Procedure leaflet in the Glovebox.

    Step 1: Make the scene safe. Call 000 if someone is injured.
    Step 2: Fill in Section A of the accident card to give to the other driver. Do not discuss liability.
    Step 3: Fill in Section B of the accident card. Check the other driver’s licence and registration plates to confirm the correct information.
    Step 4: Find witness/es and fill in Section C and D of the accident card.
    Step 5: If you are unable to drive your car, call our Maven Program damage cover on 1800 316 450. Emergency Towing available 24 hours per day.

    Important: Do not sign an authority to tow form unless it is the same address as advised to you by our telephone operators. If you have problems simply call us again.

    Step 6: Contact Maven Member Services during business hours on 1800 316 450 to report the accident and make a note in the App about your accident when you end your booking.

    Your Maven membership may be suspended until we obtain all the details about the accident. For insurance purposes, we must complete a thorough investigation. You will be notified as soon as your account is reinstated. Please email memberservices.aus@maven.com if you have any questions.
  • Please be mindful when parking to observe all parking signs and applicable law. If you get towed away, please contact us directly at 1800 316 450. You will be responsible for any applicable charges.
  • Stay calm and contact us immediately 1800 316 450. Please document in writing the circumstances surrounding the theft and any suspicious activity you may have observed as you will need to make a police report.
  • FUELLING YOUR MAVEN CAR

  • No problem. A fuel card is located in the glovebox and can be used to refuel the car.
  • You are entitled to fuel the car once per booking with the fuel card.
  • Step 1: Fill car. Always check your car details on the inside of the petrol cap to ensure you add the correct fuel type — mistakes can be expensive. You will be responsible for the costs of any damage caused to the car due to the incorrect fuel type being used.
    Step 2: Observe and note the odometer reading.
    Step 3: Pay for fuel. You will need to swipe the card, and enter a 4 digit pin, which can be found in the App – simply click the Blue Key and hit ‘Fuel’. You will also be asked to enter the odometer of the car.

    Please be sure to fill up the petrol tank in its entirety and return the fuel card to the glovebox so it may be used by a future member.

    Your reserved car should have at least ¼ tank of fuel in it when you pick it up. We ask all members to return the car with a ¼ tank of fuel to avoid receiving a low fuel fee.
  • Some Maven cars have unique fuel tank covers. You’ll find a button on the inside of the driver’s side door with a common petrol station pump icon. Just push the button when you are ready to put fuel into the car and you will be all set.
  • While most fuel stations take our fuel card, you may run into one that doesn't accept it. In this scenario pay for the fuel on your personal card or in cash, then send in a receipt within 30 days of purchase, and include your name, email, item purchased, date and time of purchase and amount to memberservices.aus@maven.com . Once we get your receipt, we will reimburse your account within 7 to 14 business days.
  • RETURNING YOUR MAVEN CAR

  • Please return the Maven car to the same bay where you picked up the car. The bay number can be found in the App, on the keyring, or on a sticker located on the windscreen.
  • Call us at 1800 316 450 and we'll work with you to find a nearby parking space.
  • Some bay locations have unique key and access requirements. Please refer to the station directions under "Current Trips" in the Maven app for that information. If bay is not accessible due to another reason, contact 1800 316 450 and we will assist you in parking your car in another location.
  • Keyless: Once you have exited the car, click on the Blue Key in the Maven app and press the lock button to lock the car. Then click "End Trip" on the Maven app.

    Key required: Remember to hit the “End Trip” button and confirm the ending of your trip on your Maven App and return the keys to where you picked them up, likely to be security or reception. Failure to do so will result in hourly fees continuing to be charged until the trip is successfully ended using the App.

    Please remember to take all your belongings, remove any rubbish, and leave at least a ¼ tank of fuel for the next member.
  • You can return your car early, but you will still be charged for the reservation time you have booked.
  • If you are running late, please start by opening your smartphone App to see if you can extend the reservation. Under “My Trips” you can select “Extend” and choose a new date and time to return your car. If you cannot extend your current reservation, please notify us by calling 1800 316 450.
  • Upon selecting the “End Trip” button to end your trip you will receive an email thanking you for returning the car and the key icon in the Maven App will no longer be blue. You will also see your trip displayed under "Past Trips" in the Maven mobile app.
  • Please do! After selecting “End Trip” in the Maven App to end a reservation, you will have the opportunity to provide specific feedback regarding your reservation. This is the opportunity to provide feedback regarding your experience, damage or cleanliness of the car.
  • If you return your car late, you will be charged the reservation fee of the car per hour/day (as applicable) until the car is returned and a late fee. Timely returns are important in the world of car-sharing. If someone returns a car late, then the next member can't start their reservation on time.

    Here are a few tips to help avoid returning a car late: When you reserve your car, make sure you allow enough time for your entire trip. Think about travel time (there and back) and the amount of time you'll spend at your destination. Go ahead and book a little extra if you're not sure.

    Leave your destination on time. If it took you an hour to get there, most likely it's going to take you an hour to get back. Allow some cushion for traffic delays too.

    If at any time during your reservation you realize that you won't be able to get the Maven car back on time, you can always try to extend your reservation in the Maven app or call 1800 316 450 if there's not another reservation immediately after yours, you can extend.

    Finally, it’s important that you end your reservation by selecting “End Trip” in the app. Failure to do so will result in hourly fees continuing to be charged.
  • Please refer to the station directions under "Current Trips" in the Maven app for that information or check the glove box for instructions on where to park the car and the location of the key drop box.
  • Members are kindly asked to remove all rubbish and return the car in a clean condition. At a minimum, you should return the car in the same condition you found it. You are responsible for returning the car with at least 1/4 tank of fuel and in good condition for the next member. Not following these rules could result in extra fees.
  • INSURANCE AND DAMAGE

  • Maven Program damage cover provides you with comprehensive cover for events such as car theft, accidental car damage and natural disaster events as well as loss arising from damage that your car has caused to someone else’s car or property. However, you will not be covered by Maven Program damage cover if you violate the terms of the Member Agreement, including (but not limited to) if you violate traffic or other laws, including speeding, running a red light, or driving under the influence of drugs or alcohol.

    You will be responsible for damage to the car via a deductible amount, which is detailed below. You also may be responsible for damages if you do not follow the Rules of Use as set out in the Member Agreement or drive recklessly.

    Please note excess is $1000 deductible for drivers 25 and over per claim, and for drivers 18 – 24 it is $1500 per claim.

    Before each reservation, we ask you to check the car inside and out and report any damage. This ensures that you will not be held responsible for damage that may have happened before your reservation.

    We may recover damages you owe under this agreement by charging the payment method you provided.
  • Insurance is included, but if you happen to be involved in an incident with your Maven car, a damage fee of the $1000 deductible will apply ($1500 for drivers 18-24). A damage fee can apply for dents, scratches, collisions, windshield cracks, vandalism, and third-party damages.

    Members are not responsible for normal wear and tear on the car.

    Before each reservation, we ask you to check the car inside and out and report any damage. This ensures that you will not be held responsible for damage that may have happened before your reservation.
  • Yes. We will charge the credit card you have on file with us to streamline the process for you.
  • When driving Maven car, your personal insurance might cover you. Some personal auto insurance policies also provide coverage for rentals. But some policies contain loopholes too. Read your policy or contact your insurance agent to get the full scoop.
  • Members are expected to work with the insurance companies regarding the investigation of the claim. Once a claim has been closed, there is no appeal and the claim cannot be reopened.
  • MAVEN MEMBERSHIP AND BILLING

  • Members are charged upon completion of their trip. 24 hours prior to the start of your trip, your reservation fee or $5 (whichever is higher) will be pre-authorised on your nominated payment method. If this pre-authorisation payment is rejected please note that your reservation will be cancelled.
  • Nobody likes to talk about fees and fines, but we want to ensure this whole car sharing thing runs smoothly. We hope you never have to fork over cash for these things.

    Late Return Fee : Cost of the reservation per hour/day the car is past due plus a $50 late fee per hour (up to a maximum of $150) per offence.

    Ending Your Trip : Members must click “End Trip” in the Maven App when returning the car. Failure to do so will result in hourly fees continuing to be charged.

    Low Petrol Fee : Cost of fuel to fill the tank plus a $20 fee if you return a car with less than 1/4 tank of fuel.

    Toll Fee : Actual tolls incurred by the car plus a car licence matching fee of $0.75 per toll and we may charge a $20 administration fee.

    Reservation Changes : There is no charge if you cancel or shorten your reservation with the required advance notice. However, you will be charged the full amount for your reservation if you do not give the required advance notice.

    Tickets/Violation Processing Fee : You are also responsible for paying any parking tickets and moving violations incurred during your reservation. If we receive a notice and process a violation, you will be responsible for paying the fine and we will charge a $20 administration fee.

    Accident or Damage Fee : $1000 to cover the costs related to an accident ($1500 for drivers 18-24).

    Reckless driving or failure to follow Rules of Use as per Member Agreement : $1000 or up to full cost of damages.

    Cleaning Fee : If you do not return the car in a clean condition and we are required to have it professionally cleaned, there will be a cleaning fee of up to $150 plus a $20 administration fee.

    Evidence of smoking in or near the car (scent, physical remnants) : $300 cleaning fee plus a $20 administration fee.

    Wrong Petrol type put into the car : Actual cost to Maven to have the car and engine repaired.

    Car returned to wrong location : Actual cost to Maven to have the car returned to its Designated Space.
  • ACCOUNT INFORMATION

  • If you believe you have entered your email address incorrectly on your account and you have already entered your Driver's License information, please email member services at memberservices.aus@maven.com with your correct email address and they will assist in fixing your account.
  • You can update your credit card information in the app by simply clicking on "More" in the lower right corner, then "My Info." Click on the credit card line item to edit your method of payment on file and then click Save. Please note, you may update your credit card information up to four times within a 24-hour period. If you attempt to update your credit card information more than four times within a 24-hour period your account will be suspended.
  • If you wish to cancel your Maven membership, give us a call at 1800 316 450 or email us at memberservices.aus@maven.com and we will help you out.
  • You can update your personal information, such as your phone number, in the app by simply clicking on "More" in the lower right corner, then "My Info." Click on the applicable piece of information you wish to update and then complete click Save.
  • To update your Driver's License information, open the app and click on "More" in the lower right corner, then click on "My Info." Click on the Driver's License line item to update your Driver's License information and click Save. Please note that this will require another review of your Driver's License history and may take 24-48 hours to approve your membership.
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