Fair wear and tear is deterioration from normal vehicle use. Renters are not charged for fair wear and tear.
Claim requirements
Damage claims must meet all of the following requirements:
The damage is outside fair wear and tear, as defined below.
The damage occurred during the rental.
The damage resulted from a single incident.
Evidence supports the damage and when it occurred.
Claims must exclude pre-existing damage and wear accumulated over multiple uses or bookings.
For help with a claim or repair, contact evee using the chat icon at the bottom of this page.
Vehicle age, kilometres and existing condition
Fair wear and tear takes account of:
The vehicle’s age.
Kilometres travelled.
The vehicle’s documented condition before the rental.
Older and higher-kilometre vehicles have a greater allowance for minor cosmetic wear, including chips, surface scratches and scuffs.
New collision damage, cracked components, deep gouges and safety-related damage are not fair wear and tear, regardless of vehicle age.
Repair scope and cost
Claims are limited to repairs reasonably necessary for the new damage.
The repair method and cost must reflect the vehicle’s age, kilometres and pre-rental condition.
Repairs must be appropriate to the vehicle’s pre-rental condition. General cosmetic refurbishment is excluded.
Cosmetic repair options include polishing, touch-up and localised repair.
Full-panel resprays require justification based on the type and extent of the new damage.
Part replacement requires evidence that repair is unsuitable, unsafe or technically inappropriate.
Renter liability and repair costs are confirmed using the claim evidence.
Dents and Deformation
Fair wear and tear ✅
Minor dents and deformation to the under-body
Dents under 20 mm in diameter
Not fair wear and tear ❌
Dents of any diameter on the bonnet, roof, wheel arches, style lines, door sills or edges, and panel creases
Dents greater than 20 mm in diameter
Multiple dents in one area, regardless of size
Hail damage
Stone Chips
Fair wear and tear ✅
Stone chips less than 3 mm in diameter
Not fair wear and tear ❌
More than 5 stone chips to a 10cm diameter area
Stone chips larger than 3mm in diameter
Scratches
Fair wear and tear ✅
Scratches that have not penetrated through to the base metal
Scratches less than 25 mm in length and less than 1 mm wide
Bumpers
Fair wear and tear ✅
Light scuffing or scratches on the bumper where there is no paint penetration
Fewer than 5 stone chips on the bumper and less than 3 mm in diameter
Scratches under the front bumper lip less than 50 mm in length
Not fair wear and tear ❌
Any broken or cracked paint
Bumper that is broken, cracked, deformed, buckling, or misaligned
More than 5 scratches covering a quarter of the bumper
Dents more than 25 mm in length
More than 5 stone chips to a 10cm diameter area
Stone chips more than 3 mm in length
Scratch under front bumper lip more than 50 mm in length
Wheels and Tyres
Fair wear and tear ✅
Light scratches or scuffing to the rim up to 20 mm in length
Scratches or scuffing to the tyre side wall of any length (must not have punctured the sidewall)
Tyre punctures that can be repaired
Light scratches or scuffing to wheel hubcaps up to 25 mm in length and no more than 3 per hubcap
Not fair wear and tear ❌
Wheel trims or hubcaps that are cracked, broken, missing, mismatched, or not the original fitment
Alloy rims that are cracked, buckled, gouged, mismatched, or not the original fitment
Deep scuff marks to the alloy rim more than 20 mm in length
Tyre tread or sidewall damage that makes the tyre unroadworthy (e.g. cuts, bulges, gouges, flat spots)
Windscreen and Windows
Fair wear and tear ✅
Light scratches, minor chips, bull's-eyes, and stars less than 2 mm in length
Not fair wear and tear ❌
Any cracks or holes that make the vehicle unroadworthy
Cracks in the primary and critical vision area of the windscreen (not the edging)
Interior
Fair wear and tear ✅
Light marks that can be removed by vacuuming or general cleaning
Not fair wear and tear ❌
Any permanent damage caused by harsh or corrosive materials
Tears, cuts, holes, or burns
Any damage to the structure, shape, or positioning of a seat
Excessive oil, grease, soil, mud, or sand beyond regular day-to-day use
Evidence of smoking in the vehicle
Stains or marks that cannot be removed by general cleaning or require steam cleaning
Cracks and deep scratches more than 4 mm on the touchscreen
Keys, Accessories, and Equipment
Fair wear and tear ✅
Minor cosmetic damage that does not affect the functionality of the keys, accessories, or equipment
Not fair wear and tear ❌
Damage caused by incorrect fitting of accessories (e.g. snow chains and roof racks)
Removal or damage to any item supplied with the vehicle (e.g. tools, charging cables, spare tyres, and first aid kits)
Damage to the charge port such that charging cannot occur
Damage to the portable charger such that charging cannot occur