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Frequently asked questions

General information

What documents do I need?

To sign up, you’ll need a copy of your driver’s licence with your current address or change of address sticker, your passport/birth certificate or citizenship certificate, and your driving history issued by your state road and transport authority. 

Do I need a good credit history to join Splend?

No, you don’t need a good credit history, and every application is considered.

Does Splend issue credit?

No, Splend doesn’t issue credit. We charge all our subscription fees one week in advance.

How long does it take to get a car?

If you’re approved for Uber and have the required documents, we can onboard you into an Uber-ready Splend car within 24 hours. 

You can sign up with Splend even if you’re not approved yet, and we’ll process your Uber application for you. 

Where is Splend available?

We operate in Sydney, Melbourne, Brisbane, Gold Coast, Perth, Adelaide, Canberra, Newcastle, and Sunshine Coast.  

Can I drive my Splend car for personal use?

Please do! The car is yours to use 24/7, predominantly for business, and of course the occasional personal use. If you want to drive the car on a road trip, ask your Customer Specialist for written consent.

Can my wife/husband drive the car?

You can nominate a second driver, and once approved, they can use the car for incidental personal use. However, only one driver may use the car for Uber. 

What is the Splend referral program?

Our referral program is a unique earning opportunity. By referring a new Splend customer to the Flexi or Flexi own plan, you’ll receive a $250 discount on your upcoming payments, and your friend gets a $50 discount on their first Splend weekly subscription payment. It’s a win-win! 

Also, if your friend is not an Uber driver yet, our sign-up support team can take care of their paperwork free of charge and have them ready to work in no time. In this case, we reward you with a $150 discount, and your friend receives a $50 discount on their first weekly subscription payment.

You can refer friends for the free Uber sign-up support even if they don’t want to drive a Splend car for their on-demand work. Just make sure they use your referral code again if they ever change their mind, so you receive both bonuses. 

See the full referral program T&Cs

Damage and Loss information

Am I covered?

Our subscription plans provide Damage and Loss Cover for most day-to-day driving, including using the car for ridesharing and delivery work. 

Full terms for the loss and damage cover are specified in your agreement and are only valid if you adhere to the conditions. 

What happens if I have an accident?

First, make sure everyone involved is safe. If there are any serious injuries, call an ambulance at 000. After you’ve attended to all medical issues, please ring 1800 775 363 and ask for the Accidents department. 

Is there any Damage and Loss Waiver?

There is a standard damage and loss waiver of $1,500.00 

What if I’m not at fault in the accident?

If we can successfully recover the costs from the at-fault party, we’ll refund you the damage and loss waiver.

Customer benefits

What is a Payment Holiday?

A Payment Holiday is a period of up to 4 weeks when your weekly subscription payments will be reduced!

After completing your minimum period, you'll be eligible for a 2-week Payment Holiday. Following the initial 6 months after your minimum period, you're entitled to an additional 2-week Payment Holiday. This means, within a year past your minimum period, you could accumulate up to 4 weeks of Payment Holidays.

See full Splend Payment Holiday Benefits T&Cs.

Do Splend customers get special benefits?

Yes! Your Splend subscription includes numerous exclusive customer benefits.

What else do I get?

At Splend, we’re big on community. We hold regular customer events where you can attend training sessions to learn how to become a more profitable Uber driver and catch up with other drivers to exchange ideas and strategies.

We also provide every customer a dedicated Customer Specialist to help our drivers have successful career.  

What is a Splend Customer Specialist?

Splend provides every customer with a dedicated Customer Specialist. Think of them as your guardian angel.

Becoming your own boss with Uber can be daunting, but your Customer Specialist is there to help you through every step to becoming a successful Uber driver. 

What is a customer catch-up?

It's a session dedicated to help you grow. At your catch-up, your Customer Specialist will analyse your strategy and help you improve your Uber earnings and your driver rating with coaching and training tailored to your lifestyle. You will also take a look at the car together and see if it needs any maintenance. 

How often do I catch up with my Customer Specialist?

On a Flexi plan, you catch up with your Customer Specialist at least once every month.

On a Flexi own plan, you catch up with your Customer Specialist at least once every month, at first. After the first three months, we’ll invite you for a catch-up once a quarter. 

What is the Splend app?

The Splend app lets you check your invoices, update your payment details, book a car maintenance session, view weekly and daily mileage, and lots more.

Search “Splend” in the App Store or Google Play, and hit Install. 

Can I access these benefits if I'm not a Splend customer?

Our benefits package is available exclusively to Splend customers. Sign up or say hello on 1800 775 363, and become a Splend customer today. 

General information about Flexi subscriptions

What are the requirements for the Flexi subscription?

  • You must be at least 23 years old 
  • Have a current valid Australian driver’s licence. See the licence requirements in each state 
  • Be an approved rideshare driver, passing the mandatory criminal and driving history checks. You can sign up even if you’re new to rideshare, as we’ll assist with your applications.

What cars do you offer?

We offer new-model petrol, petrol-electric hybrid (PHV), and fully electric cars (EV) on flexible terms. All models are compliant with rideshare and on-demand delivery regulations in force, and come with a valid private hire vehicle licence as well as fully comprehensive insurance.

Check out our current Flexi car offer

Is the paperwork included?

All cars come with the state-specific documentation up to date, so they’re ready for Uber driving and other on-demand work. 

Is servicing included?

As part of the weekly subscription fee, we cover all your scheduled and warranty maintenance costs. You must ensure your car is maintained to the manufacturer’s servicing schedule, which is listed above under the car specifications, as well as the car’s log book in the glovebox. 

Each scheduled manufacturer’s service should be completed within 1,000 km of being due. Your car will be off the road for up to one working day. 

Splend customers also enjoy 24/7 roadside assistance, for things like

  • Flat or faulty battery 
  • Emergency fuel 
  • Flat tyres 
  • Towing 
  • Unlocking the car 

However, it’s our customers’ responsibility to cover all repairs not under warranty, including but not limited to punctures, panel damage, and all other non-wear-and-tear items. If unsure, contact your Customer Specialist. 

What's included in the maintenance pack?

The maintenance pack is designed to provide everything that a normal driver would need over the length of the subscription. On top of the brand new car, this includes:

  • 10 tyres 
  • 6 x 2 brake pads 
  • 2 x 2 brake discs 

What if I get a flat tyre?

The manufacturer warranty and the included Loss and Damage waiver don’t cover flat tyres. If you get a puncture, ask for roadside assistance at 1800 775 363, and arrange to have the tyre replaced at your cost. 

What if there are small scratches when I return the car?

We operate in accordance with the AFLA Fair Wear and Tear Guide. We accept wear and tear that is reasonable given your car’s age/mileage. 

How much does it cost to join the Splend Flexi subscription plan?

Depending on the car you choose, the weekly subscription fee starts at $304 (inc. GST). This includes 1,000 km per week. We charge your nominated debit or credit card every Wednesday night for the following week (Monday-Sunday). 

There is also a setup fee you must pay when joining your Flexi subscription plan. This fee covers your car’s delivery, gives you access to our customer benefits for the entire duration of your subscription, but we also use it to conduct background- and credit checks and process your application. 

What does the weekly subscription fee cover?

In addition to the car subscription, the fee covers registration and other car-related paperwork, as well as your car’s regular maintenance. 

How much can I drive?

Your agreement includes a 1,000 km weekly driving allowance. Excess mileage above that costs 10¢ per km for additional operating and maintenance costs. 

When do I pay?

We charge your nominated debit or credit card every Wednesday night for the following week (Monday-Sunday). 

What happens if I miss a payment?

We charge a $40 late payment fee for any missed payments. If you think you’ll miss a payment, please let your Customer Specialist know as soon as possible. We’ll work with you to try and come up with alternative payment terms. 

If I take a break, do I need to pay the setup fee again?

Yes, you need to pay the full setup fee amount. 

Is there a minimum subscription period?

Yes, we have a six-week minimum subscription period (4 weeks, with 2 weeks’ notice), after which you can return the car at no cost. 

How do I return my car?

In order to return your car, you must give two weeks’ notice – in writing – to your Customer Specialist. 

Are there fees when I return my car?

We have a full-to-full fuel policy, so we may need to charge a re-fuelling if the car isn’t returned with a full tank. A cleaning fee may also apply if the car requires further cleaning at the end of your subscription. 

What if I want to return the car within the minimum subscription period?

If you need to return your car early, we’ll charge the weekly fees remaining until the end of your minimum subscription period. 

For example, if you have four weeks left until the end of your minimum subscription period, we’ll charge you four times your weekly fee upon returning the car. 

Could my weekly subscription fee change?

Splend’s weekly subscription fee includes a government and insurance charge element that is outside of our control. If any of this change, we may need to increase or decrease your weekly fees by this amount. 

General information about Flexi own subscriptions

What are the requirements for the Flexi own subscription?

  • You must be at least 23 years old 
  • Have a current valid Australian driver’s licence. See the licence requirements in each state 
  • Be an approved rideshare driver, passing the mandatory criminal and driving history checks. You can sign up even if you’re new to rideshare, as we’ll assist with your applications. 

What cars do you offer?

We offer new-model petrol, petrol-electric hybrid (PHV), and fully electric cars (EV) on flexible terms. All models are compliant with rideshare and on-demand delivery regulations in force, and come with a valid private hire vehicle licence as well as fully comprehensive insurance.

Check out our current Flexi own offer

Is the paperwork included?

All cars come with the state-specific documentation up to date, so they’re ready for Uber driving and other on-demand work. 

Is servicing included?

As part of the weekly subscription fee, we cover all your scheduled and warranty maintenance costs. You must ensure your car is maintained to the manufacturer’s servicing schedule, which is listed above under the car specifications, as well as the car’s log book in the glovebox. 

Each scheduled manufacturer’s service should be completed within 1,000 km of being due. Your car will be off the road for up to one working day. 

Your Flexi own plan includes 180,000 KMs or 12 services, whichever is sooner.

Splend customers also enjoy 24/7 roadside assistance, for things like

  • Flat or faulty battery 
  • Emergency fuel 
  • Flat tyres 
  • Towing 
  • Unlocking the car 

Additionally, all Splend cars come with an extensive factory manufacturer’s warranty to cover the cost of most defects. 

However, it’s our customers’ responsibility to cover all repairs not under warranty, including but not limited to punctures, panel damage, and all other non-wear-and-tear items. If unsure, contact your Customer Specialist. 

What's included in the maintenance pack?

The maintenance pack is designed to provide everything that a normal driver would need over the length of the subscription. On top of the brand new car, this includes

  • 10 x tyres 
  • 6 x 2 brake pads 
  • 2 x 2 brake discs 

What if I get a flat tyre?

The manufacturer warranty and the included Loss and Damage waiver don’t cover flat tyres. If you get a puncture, ask for roadside assistance at 1800 775 363, and arrange to have the tyre replaced at your cost. 

What if there are small scratches when I return the car?

We operate in accordance with the AFLA Fair Wear and Tear Guide. We accept wear and tear that is reasonable given your car’s age/mileage. 

How much does it cost to join Splend Flexi own subscription plan?

Depending on the car you choose, the weekly subscription fee starts at $319 (inc. GST). This includes 1,000 km per week. We charge your nominated debit or credit card every Wednesday night for the following week (Monday-Sunday). 

Setup fees:

  • New customers - $990 
  • Upgrade from the Flexi plan - $715 

This fee covers your car’s delivery, gives you access to our customer benefits for the entire duration of your subscription, but we also use it to conduct background and credit checks and process your application. 

What does the weekly fee cover?

In addition to the car subscription, the fee covers registration and other car-related paperwork, your car’s regular maintenance, as well as the maintenance pack detailed above. 

How much can I drive?

Your subscription includes a 1,000 km weekly driving allowance. We charge a 10¢ per km early ownership fee for any excess mileage, which brings forward the finish date of your agreement. In other words, the more you drive, the sooner you gain full ownership of the car. 

If you drive 1,500 kilometres a week in your Mitsubishi Outlander, you’ll pay an early ownership fee of $50. That $50 payment contributes towards you owning your car sooner by approximately one day ($359 / 7 days = $51.29). 

You can reduce the length of your 4-year Flexi subscription this way by a maximum of 52 weeks, so the earliest you can own your car is 3 years. 

When do I pay?

We charge your nominated debit or credit card every Wednesday night for the following week (Monday-Sunday). 

What happens if I miss a payment?

We charge a $40 late payment fee for any missed payments. If you think you’ll miss a payment, please let your Customer Specialist know as soon as possible. We’ll work with you to try and come up with alternative payment terms. 

If I take a break, do I need to pay the setup fee again?

Yes, you need to pay the full setup fee again. 

Is there a minimum subscription period?

Yes, we have a 26-week minimum subscription period with 4 weeks’ notice. 

How do I return my car?

In order to return your car, you must give four weeks’ notice – in writing – to your Customer Specialist. 

Are there fees when I return my car?

There are no fee's charged if you decide to return your car after the minimum term is served. If you return the car before the minimum term is completed, you will need to pay the remaining weeks in full.

We have a full-to-full fuel policy, so we may need to charge a re-fuelling if the car isn’t returned with a full tank. A cleaning fee may also apply if the car requires further cleaning at the end of your subscription. 

What if I want to return the car within the minimum subscription period?

If you need to return your car early, we’ll charge the weekly fees remaining until the end of your minimum subscription period. 

For example, if you have four weeks left until the end of your minimum subscription period, we’ll charge you four times your weekly fee upon returning the car. 

Is there a buyout option?

Once you enter the final twelve months of your subscription, you may request an early buyout for a $110 admin fee. 

To complete your early buyout, you need to pay the weekly fee for every week remaining on your Flexi own subscription. 

For example, if you have 20 weeks remaining on the subscription for your Mitsubishi Outlander, your early buyout amount would be: $359 x 20 = $7,180. 

Is there a payment at the end of my contract?

At the completion of your Flexi own contract, we’ll charge you a $1 balloon payment for transferring the car to your name, and you’ll also need to pay a stamp duty. 

Please note the stamp duty amount will vary based on the Australian state or territory you live in, as well as the market value of your car at the time of sale. For example, in NSW, you must pay $300 in stamp duty for a car valued at $10,000. 

Could my weekly subscription fee change?

Splend’s Flexi own fee includes a government and insurance charge element that is outside of our control. If any of these change, we may need to increase or decrease your weekly subscription fees by this amount. 

EV FAQ

Where can I charge my EV?

There are three options:

  • At-home standard charging – using a regular 240V wall socket and the cable provided with the vehicle 
  • At-home fast charging – installing a fast charger, specifically for your car 
  • Public charging stations – at any of the over 5,000 locations available in Australia, as per June 2022. Locate them using the Transport for NSW map. 

How long does it take to charge my EV?

It depends on car model, battery size and charging level:

  • Standard, 240V home wall socket – adds between 10-20 km of range per hour. Most EVs require at least 18 hours to fully charge 
  • Professional home charger – adds between 40-100 km of range per hour, depending on the vehicle model. A standard range EV can be fully charged overnight using this charger 
  • DC fast charger – adds up to 150 km of range per hour. It can fully charge a 643 km range vehicle in less than 3 hours 
  • Ultrafast DC charger – the fastest way to charge your EV. It can fully recharge some electric cars in 10 to 15 minutes. 

What charger type usually comes with a new electric car?

Most EVs come with a Type 2 Mennekes charger, compatible with most charging stations in Australia. The latest car models come with a double charger made of a Type 2 Mennekes plug on top and CCS2 plug below, so you can use it for both fast and ultrafast DC chargers. 

Is it expensive to charge my EV?

It depends on where you are in Australia, on battery size and charging level. Here are the average costs in NSW, as per June 2022:

  • At-home standard charging – between $0.15 – $0.30 per kW (using a standard, 240V wall socket) 
  • Public charging – between $0.20 – $0.25 per kW (using fast chargers) and $0.30 – $0.60 per kW (using ultra-fast chargers). 

Fuel vs electricity costs

Here’s a simple comparison, based on a weekly travel distance of 1000 km, using average fuel and electric charging prices as of June 2022:

  • Cost of petrol for a Kia Sportage: $180 per week (85l/1000 km x $2.12 per litre) 
  • Cost of charging a Polestar 2 EV: $45 per week (75 kWh x $0.60 per kWh) 

What Uber categories am I eligible for with my EV?

With an electric vehicle, you’re eligible for all UberX rides. Some models, like the Polestar 2 EV (available at Splend) are also eligible for Uber Premier. 

Do EVs have enough range to handle my daily travel demands?

The short answer is yes. Current EV models offer enough range to get you through the day. Depending on the model, you can get anywhere between 200-650 km with one charge. 

These are the EVs we currently offer:

  • Tesla Model Y - 455 km of range*
  • Tesla Model 3 - 491 km of Range
  • Polestar 2 Standard Range Single Motor - 478 km of range* 
  • Polestar 2 EV Long Range Single Motor - 551 km of range* 
*when fully charged, according to manufacturer specifications 

I'm nervous about running out of charge, what do I do?

Here are a few useful tips:

  • Be aware of the charging stations near you - electric cars can be intimidating, especially for someone who is driving one for the very first time. Our advice is to always be aware of the charging stations near you. Check the charging stations available now in NSW, make a note of the ones closest to you or make sure to plug in your car every time you take a longer break (30 minutes). 
  • Some EVs will show how many km will be left at the end of your trip - Some EVs, such as the Polestar 2, will show how much range you’ve got at any moment and also how many will be left at the end of your rideshare trip. Check the number every time you’re taking a longer trip and make sure you have a charging station near you, in case of emergency. 
  • Roadside assistance is included in your Splend subscription plan, so give us a call - In case you run out of charge before getting to a charging station, please call at 1800 775 363 and ask for roadside assistance. 

Do I need to replace the battery on my EV?

The current predictions for EV technology are that an electric battery will last from 15 to 20 years before they need to be replaced*. The cars we offer at Splend are brand new, so chances are you won’t have to change the battery anytime soon. 

Source:

https://blog.evbox.com/ev-battery-longevity 

What else do I need to know about driving an EV?

If you’d like to read more about EVs, check our informative articles on the Splend blog. We cover different topics related to electric vehicles, such as 10 myths busted about driving an EV for Uber or top 4 reasons to switch to an electric vehicle.

If you have any additional questions, feel free to call us on 1800 775 363.

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