Registration and Payment
Will a certain sum be blocked on my credit/debit card each time I use a car?
This is a refundable deposit and is standard
practice among car rental firms, hotels, etc. You will only be able to open a
Driva car, for example, if we have been able to block this sum as security. If,
despite the availability of sufficient funds, your credit card was refused by
our system, please contact your bank or credit card firm.
If your final cost
is less than the deposit held, the difference between your final cost and the
deposit will be refunded back to you. If your final cost is higher than the
deposit held, the system will charge the outstanding amount. Either way, the
deposit is always incorporated with your final cost.
When will my Driva account be ready?
As long as your details are all ok, your account should be activated soon after registering – but we will need to review your details first. You may also be asked to take a photo of a few documents so we can verify your details. As soon as we have verified your submitted documents we will activate your account and let you know. We aim to get your account verified within 24-48 hours of registering.
Who can register as a Driva customer?
Everything can be done in the app now so you don’t need a Driva customer card to use the service.
How do I pay?
The cost of your trip is direct debited from your credit/debit card. Two days after your rental, we will send you an email with the corresponding invoice receipt. You can see a detailed trip summary corresponding to your recent journeys in the Driva app menu under ‘My bookings’ or in the customer login area on the Driva website, under ‘Invoices’.
What methods of payment does Driva accept?
We accept payment by credit card (Visa, MasterCard) or debit card.
When do I start paying for my journey with Driva?
You start paying for your journey when your rental begins.
How can I cancel my contract with Driva?
A contract may only be cancelled in writing by email, at least six weeks before the end of any one quarter. Before you cancel your contract, please bear in mind that it doesn’t cost you anything to remain a customer as you only pay when you use the cars. You can still stay as a customer, even if you don’t plan to use Driva for a while.
Insurance and Damages
What type of insurance do I have with Driva?
The regular Driva rate includes third-party insurance, as well as comprehensive cover, including theft. There is a R5,500.00 excess for any liable damage. Select to reduce your excess in the app after reserving a car. For customer card initiated rentals, you can select the CDW in car before the start of your rental.
Can I reduce my excess for damages that I cause myself?
All Driva cars are covered by third-party insurance, as well as comprehensive cover, including theft. The standard excess for any damage is R5,500.00. In line with the Driva Terms and Conditions, the excess cover does not apply in the event of damage caused by grossly negligent driving. In addition, the customer is responsible for covering the entire costs of any traffic violations he/she commits.
What do I need to do if I notice any damage on the car I have reserved?
You can view any existing damage on the car via the app. If the damage has already been reported, you don’t need to do anything. If you notice any new damage, please contact customer services and inform them of the damage. You can contact them directly through the Driva app.
I’ve had an accident or break down. What do I need to do?
In the event of a road accident, the top priority is to make sure that all people involved are okay and that the scene of the accident is safe. You should also inform customer services as soon as possible – call from the app by selecting ‘Call Support’ on the active booking screen or by selecting ‘Help’ and then ‘Call Support’ in the main menu. Every road accident, including minor damages, must be recorded by the police. NEVER issue a confession statement as such a statement could render the collision damage waiver null and void. In the event of an accident, you are required to make note of the name of the driver and owner of the other car, the number plate and the police record number. You need to send us a written report of the accident as soon as possible. If the car has broken down, please contact our customer services immediately.
Using Driva
What area does the Driva Zone cover?
The Driva Zone is for use of the service in Gauteng only.
Where can I end my rental in the Driva Zone?
Park in the reserved Driva parking bays at BMW South Africa which are located in the covered parking lot at the IT Hub.
For how long can I pre-reserve a car?
You can reserve your chosen Driva car for free for up to 1 week prior to your rental.
What do I need to do if I can’t return the vehicle in time?
To extend a reservation, simply call our customer services contact center to end your current booking and create a new booking for the extended time period. The costs incurred up until this time will be invoiced to you via your account.
I’ve reserved a car, but it’s not where I was told it would be. What should I do?
If this is the case, please contact our customer services by calling through the app. We will explain how you can reach your car, or book another car for you at no extra charge.
How do I check the live time of my rental?
A ‘Trip Duration’ timer on the main app screen will show you how many minutes you’ve used during your rental (when using the drive-per-minute option).
Can I open and drive the Driva car using another person’s app?
No, when you want to use a Driva car, you must use your own account. You are not allowed to open the car or use a Driva car using somebody else’s app. Any person who is not a Driva customer and who drives a Driva car without being authorised to do so can be held liable for theft.
How can I lock and unlock the car?
Driva operates without keys and you don’t need a car key to open the door. When your planned booking start time has been reached, simply unlock it with the app. To lock the car, simply select this option in the app after parking.
How do I start my rental?
Please ensure that your Bluetooth needs to be enabled on your phone. Once you’re beside the car, use the slider on your app to open any door and release the ignition and your rental has begun and you can switch the car on using the start/stop button.
How can I contact a member of the Driva team on my journey?
To contact customer services during your journey in a Driva car, call from the app by selecting ‘Call Support’ on the active booking screen or by selecting ‘Help’ and then ‘Call Support’ in the main menu.
How can I fill up a Driva car?
You don’t need to fill up your Driva car as our service team takes care of this. However, if the fuel level drops below 25% during or at the end of your journey, we recommend that you fill up the car Do I need to return the car refuelled/recharged?
What cars can I drive if I’ve only got a driving licence for automatic cars?
All the cars in the Driva fleet are automatic. If your driving license only allows you to drive automatic, you can only drive our automatic cars. You can find automatic cars by using the car filter in the Driva app.
Are there child seats in Driva cars?
No there are not. Please feel free to use your own child seats in these cars.
Can my pet travel in a Driva car?
As a general rule, yes. However, you are responsible for returning the car in a clean condition. If the car is very dirty inside, we reserve the right to invoice you for the necessary cleaning (see price list).
Do I need to return the Driva car to where I picked it up?
Yes, Driva has fixed pick-up or drop-off points. You can leave the car in any of the reserved parking bays within the Driva Zone.
How can I end my rental?
When you want to end your journey, simply switch off the engine and lock the car and click on ‘End booking’ using the Driva app. You don’t need to select anything in car first. If you want to take a short break during your journey, simply switch off the engine, get out of the car and lock the doors.
I’m inside the Driva zone but can’t end my rental. What should I do?
There are some locations where, although inside the Driva Zone, we don’t have permission to park there. Also certain external influences (e.g. solar flare) can occasionally interfere with the global positioning of your vehicle. If this is the case, please contact customer services via the app. We will resolve the issue and end the rental on your behalf.
Can I drive a Driva car outside of Gauteng?
No, driving into other provinces is strictly forbidden.
Miscellaneous
What should I do if I’ve forgotten something in a Driva car?
Please contact customer services. We’re happy to help you find lost items. However, we do not accept any liability for items that are left behind in a car.
What should I do if a previous driver has left something in the car?
The Driva cars are cleaned and inspected regularly by our service team. However, if you do find items in the car that don’t belong to you, please contact customer services. We’ll try to find the owner and contact him/her so that they can retrieve their lost property.
What happens in the event of a traffic offence?
You are liable for any traffic offences, e.g. speeding, when you are behind the wheel of a Driva car. In the event of traffic offences, we are obliged to pass your personal data on to the relevant authorities, who will contact you directly. To cover the administrative costs of your traffic violation, we reserve the right to invoice you with the corresponding service charge.
Am I allowed to smoke in the car?
No. Out of respect for other customers, smoking in Driva cars is forbidden. If someone informs us that you were smoking during your Driva rental, we reserve the right to invoice you for the necessary cleaning (see price list).
How is my personal data used?
Your personal data is used in accordance with the General Data Protection Regulation (GDPR). Your data is only passed on to third parties when this is necessary to enable Driva to fulfil your contract or your rental agreement, or when you have explicitly agreed for your data to be transmitted for a specific reason. You can revoke your permission at any time. You can find further details in our Terms and Conditions and in our Privacy Policy.
Who should I contact if I’ve got a query about a parking ticket?
Please contact us at drivasupport@pacecarrental.co.za with any queries about parking tickets.