Fleet Care terms and conditions

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Who is covered?

Your RACQ Fleet Care covers any Driver of your Nominated Vehicle for roadside assistance after a Breakdown.

What is covered?

• Roadside Assistance is available 24 hours a day, 365 days a year
• Up to 50kms to attend your Nominated Vehicle
• Towing up to 20kms in any direction

For more information, refer to Service Summary.

What is not covered?

• Unregistered Vehicles, Caravans or Trailers
• Vehicles, Caravans or Trailers which do not meet our eligibility criteria
• Roadside Assistance does not cover you for an Insurable Event and is not a substitute for motor vehicle insurance
• Where we cannot access your Nominated Vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding)
• If the Nominated Vehicle is already at a Place of Repair
• Where the Nominated Vehicle has suffered water damage
• Repairs and cost of parts such as windscreen, batteries, chains, and tyres

For more information, refer to Service Limitations and Service Exclusions.

Waiting Periods

RACQ Fleet Care has no waiting period.

Fees

Fees that will apply to your Fleet account are, but not limited to:

• Annual Administration fee for each vehicle
• Call-out fees per Breakdown
• Additional Fees based on the specific Service provided

For new policies, annual fees and usage call-out fees will be confirmed with you prior to your purchase of the policy.

For renewals, annual fees and usage call-out fees will be confirmed with you at or prior to receipt of your renewal notice. Changes to usage call-out fees will take effect from the cover start date listed on your renewal notice.

Additional Fees more than $500 per incident (or such higher or lower amount nominated by you) must be approved by you before RACQ will incur those fees and provide the Service to which they relate. Battery pricing is available on RACQ’s website. Other Additional Fees will be passed on by RACQ at cost.

What vehicles are covered and not covered?

Eligible Vehicles

Any motor vehicle or motorcycle (excluding RVs of any size other than vans which have been converted to include living accommodation) which meet the following criteria:

• Used at any time for commercial purposes
• Private rental hire vehicles
• Registered
• Roadworthy
• Not an Ineligible Vehicle (see below)

Eligible Vehicles must fit within these dimensions:

RACQ does not cover vehicles that exceed one or a combination of the following: *

Gross Vehicle Mass (GVM)1	Length	Height	Width
Up to 6.0T	6.0m	3.3m	2.3m

¹GVM or Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.

*Refer to Limited Service vehicles.

• If your vehicle exceeds any of these limitations when it breaks down, we cannot provide Service to your vehicle.
• If your vehicle is later modified and exceeds these limits, your vehicle may be ineligible for Service.

Ineligible Vehicles

RACQ does not cover motor vehicles or motorcycles that:

• Are trucks, buses and other vehicles that exceed the size limitations
• Are registered and unregistered tractors and farm equipment
• Are being offered for sale by licenced motor vehicle dealer
• Are unregistered vehicles or vehicles on a day permit
• Exceed the Eligible Vehicle Dimensions

RACQ may determine that other vehicles are ineligible from time to time. If, during your policy, RACQ decides that your Nominated Vehicle is no longer an Eligible Vehicle, we will give you a reasonable time to nominate another Eligible Vehicle. If you don't, we will refund a portion of your annual fee for the remaining time left on your policy.

If you accidentally nominate an Ineligible Vehicle and RACQ refuses to provide Services to it, we will give you time to nominate another Eligible Vehicle instead. If you do not do so and you haven't received any Entitlements during your policy term, RACQ will refund your annual fee.

Eligible Caravans and Trailers

If your Eligible Caravan or Trailer needs to be towed with the Nominated Vehicle, RACQ can only help if its Running Gear is in serviceable condition.

Should Specialist Equipment or excess distance be required, you will be required to pay the additional cost.

In certain areas, an RACQ Service Provider might not be able to assist with a Caravan or Trailer. In such cases, you may have to pay for the Service.

To be eligible, your Caravan or Trailer must meet the following criteria:

• Registered as commercial
• Roadworthy
• Does not exceed the size limitations
• Not an Ineligible Caravan or Trailer (see below)

Eligible Caravans or Trailers must fit within these dimensions:

Gross Vehicle Mass (GVM)1	Length2	Height	Width3	Track Width
Up to 4.0T	5.5m	3.3m	2.5m	2.4m

¹ Gross Vehicle Mass of a vehicle is the maximum loaded mass of the vehicle as stipulated by the manufacturer, regardless of whether it is loaded.
² Including drawbar for caravans.
³ Shell Width.

Ineligible Caravans and Trailers

RACQ does not cover Caravans and Trailers that:

• Are privately registered
• Use a fifth wheel (semi-trailer hitch), gooseneck or any other hitch type which is not compatible with a 50mm universal receiver
• Are unregistered or rental Caravans or Trailers or those on a day registration permit
• Are being offered for sale by licenced motor vehicle dealer
• Exceed one or more of the Eligible Caravan and Trailer Dimensions

Limited Service Vehicles

Limited Services will apply where a Nominated Vehicle is one or a combination of the following:

• Gross Weight GVM 3.0-6.0 tonnes
• Width 2.3m or greater
• Height 2.0-3.3 metres
• Length 5.5m or greater

Services and Entitlements will be limited to include:

Service	Limitation
Battery Changes	Batteries cannot be fitted to or Serviced in Limited Service Vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
Jump Starts	Jump starts may be provided, up to 24-volt boost start only.
Lockouts	Lockout assistance will be provided at RACQ’s discretion, subject to the availability of specialist locksmith and/or parts.
Towing	Towing may be provided on Limited Service vehicles subject to attending RACQ Service Provider's equipment capability and Breakdown location and may incur an Additional Services charge. If towing cannot be provided, RACQ will endeavour to arrange towing with a third party at the Client’s expense.
Wheel Changes	Wheel changing assistance may be limited and may incur an Additional Services charge. The vehicle’s wheel nut spanner and jack (heavy duty, if required) must be provided.

All Services for Limited Services Vehicles will incur an Additional Fee.

Service Summary

The table highlights the available services for the Nominated Vehicle.

		Nominated Vehicle
Assistance	Assistance available 24/7, 365 days a year.
Call Outs	Any Driver is entitled to roadside assistance call outs on your Nominated Vehicle.
Attendance	Our service providers will travel up to 50kms to help your Nominated Vehicle if it: breaks down has a flat battery runs out of battery (for electric vehicles) needs a wheel change suffers a lockout requires emergency fuel
Towing	If your Nominated Vehicle can't be made mobile on the roadside, we can arrange towing: up to 20kms in any direction, or up to 50kms to the attending RACQ Service Provider's premises or intermediate location if you're outside the metro area.
Lockout	If you lock your keys in your Nominated Vehicle, RACQ will provide attendance to unlock your Nominated Vehicle. If RACQ cannot unlock the Nominated Vehicle, we can help arrange professional locksmith Services. Professional locksmith services may incur additional fees to the Driver and cannot be charged back to your account. Please be aware that some vehicles are designed by the manufacturer to resist break-ins. If you request help retrieving keys locked inside such a vehicle, RACQ won't be responsible for any resulting damage. We'll ask you to sign a waiver before starting any work.
Flat Battery	If your Nominated Vehicle's battery is flat, we'll jump-start it for you. If needed, we can also offer a RACQ battery for you to buy, depending on availability. Jump starts may be provided, up to 24-volt boost start only. There is no cost for fitting an RACQ battery to the Nominated Vehicle. RACQ does not fit non-RACQ batteries. Batteries cannot be fitted to or serviced in vehicles where there is limited access to the battery or substantial removal of vehicle panels is required.
Battery depleted on Electric Vehicle	If your Electric Vehicle's battery has been depleted, RACQ will give you a charge to reach the nearest charging station within range. If RACQ can't give you a charge, we'll tow your vehicle to the nearest Accessible Charging Station or an alternative destination, in accordance with your Entitlements. If you’re towed to an Accessible Charging Station, you’ll need to provide your own charging cable and/or adaptor to charge your Electric Vehicle. Any costs associated with charging the Electric Vehicle will be at your own expense.
Wheel changing	In the event of a faulty tyre or wheel, we will attend within your Entitlements to replace it with the Eligible Vehicle’s spare tyre (provided that tyre is Roadworthy and compatible). Should a vehicle require a jack with a lifting capacity of greater than 1.6 tonnes or the Vehicles overall GVM is above 3.5 tonnes, you will need to provide a heavy-duty jack. Should the weight of the wheel and tyre assembly be beyond the safe lifting capacity of a single person, you may need to pay an Additional Fee.
Emergency fuel	If your Nominated Vehicle runs out of fuel, RACQ can deliver enough unleaded petrol or diesel within your Entitlements to enable the vehicle to be driven to the nearest fuel station. The cost of fuel will be charged back to the account. In circumstances beyond RACQ’s control, such as a fuel strike, RACQ may be unable to provide this entitlement.
Specialist towing	If following a Breakdown, your Nominated Vehicle needs specialised towing or gets bogged, RACQ will attend in accordance with your Entitlements. We'll help wherever possible, if access is available without leaving a Constructed Road/Driveway. Costs for special equipment or extra labour needed to move your vehicle, like from a parking garage, will be charged back to the Fleet account. This entitlement will not apply to Insurable Events.
Caravan or trailer	When a Nominated Vehicle suffers a Breakdown and towing an Eligible Caravan or Trailer:  If it can be towed by the attending tow truck, the Eligible Caravan or Trailer can be towed under the same conditions as the Nominated Vehicle for up to 20kms. Outside the Metro Area, it can be towed up to 50kms back to the RACQ Service Provider's premises or an Intermediate Location. When the Eligible Caravan or Trailer suffers a Breakdown and requires towing RACQ Fleet Care will only cover any tow charges for an Eligible Caravan or Trailer if nominated by the Client.

Service Limitations

Motorcycles

Motorcycles requiring roadside assistance may experience delays in some rural areas, depending on the availability of equipment.

Electric Vehicles

Regardless of your level of cover, you are entitled to receive the applicable Entitlements set out in the terms and conditions.

View Eligible Vehicles and Ineligible Vehicles.

Service Exclusions

While RACQ tries to help you whenever possible, we might not be able to provide services if:

• It's unsafe or against the law.
• If we can't help due to circumstances beyond our control.
• If our local RACQ service provider isn't available.

RACQ may cancel your product if we believe (acting reasonably):

• it's necessary to protect the health and safety of our staff or contractors, or
• to meet our workplace health and safety duties to them.

In addition to those limitations already set out in these terms and conditions, we will not provide Services:

• Where the damage is caused by an Insurable Event.
• If your vehicle isn't covered because it's ineligible, this includes Ineligible Vehicles, Ineligible Caravans or Trailers.
• Where your vehicle is already situated, or receiving services, at any garage, or service station, including that of an RACQ Service Provider.
• If you need maintenance or general mechanical repairs. This includes temporary fixes to steering, brakes, or other safety parts. In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Fleet account.
• To the extent you require transportation of passengers beyond the safe carrying capacity of the towing vehicle.
• Where we cannot access your vehicle due to the location of the Breakdown or other factors out of our control (e.g. weather events or flooding).
• Where the Nominated Vehicle, Eligible Caravan or Trailer is parked in a difficult to access area, including but not limited to; parking garage, 4wd track, beach or in an area without Constructed Road/ Driveway access. Refer to Specialist Towing.
• Your vehicle is carrying animals or livestock for commercial purposes.
• Where your vehicle has suffered water ingestion including, but not limited to, traversing through flood waters or any other water crossing.
• To the extent that there is an unserviceable/damaged steering lock which prevents provision of the Services.

We do not repair malfunctioning windows or supply replacement spare parts or tyres.

In such cases, Service will be limited to towing the vehicle to a Place of Repair within your Entitlements. Anything in excess of that distance will be charged to the Fleet account.

Smashed windows and windscreens, impact damage to the rims of a tyre is an Insurable Event.

Sometimes, RACQ may refer you to specialists who can help, but the Client will need to pay for their Services.

If our local RACQ Service Provider is not available, the Driver may need to pay for the Service from another provider. You can then apply to claim reimbursement for your costs within your Entitlement limits.

Overdue monthly invoices

Invoices must be paid within 30 days of issue. Where a monthly invoice is overdue or left unpaid and the unpaid amount is not the subject of a genuine dispute, Service may not be provided until the amount is paid.

Where the Client acting reasonably queries or disputes a fee included in an invoice, the Client shall notify RACQ of the reasons for disputing any amount.

The parties must act in good faith to resolve any such dispute within 30 days.

Where the Client has disputed an invoice, it will not have to pay the portion of the invoice that is in dispute until the query has been satisfied or the dispute resolved.

For the avoidance of doubt the Client will be required to pay all undisputed amounts.

Travelling Interstate

As well as our extensive network of Queensland RACQ Service Providers, we have reciprocal arrangements with affiliated interstate Automobile Clubs.

Additional Fees may apply for Services provided interstate.

If your Nominated Vehicle requires assistance in another state, contact the National Roadside Assistance line on 1800 648 058.

Water crossings – Islands and inland rivers and creeks

RACQ will provide assistance on islands connected to the mainland by bridge only. Service on offshore islands is subject to availability.

If the offshore island does not have a dedicated RACQ Service Provider, the Driver may be required to pay for the Service cost from a third party and claim reimbursements (view Reimbursements) of your reasonably incurred costs in accordance with your Entitlements, up to the limit of the Entitlement.

RACQ will provide Services to the following locations within mainland Queensland where rivers need to be crossed:

• Jardine
• Daintree
• Mossman
• Noosa North Shore

If RACQ helps you on an island without a bridge, additional costs incurred in performing the Service will be charged back to the Fleet account. This may include barge, ferry or permit fees, costs for special equipment, additional towing costs, or costs associated with additional travel time.

Non-Serviced Remote Area

If for any reason an RACQ Service Provider in a Remote Area is unable to respond to your call, you may be required to pay for the Service cost from a third party and claim reimbursements of your reasonably incurred costs in accordance with your Entitlements up to the limit of the Entitlement (view Reimbursements).

Non-original equipment manufacturer parts

Parts supplied by RACQ or our authorised stockist have been sourced from independent manufacturers and may or may not be genuine parts. They comply with the manufacturer’s specifications for your vehicle and the relevant Australian Standards.

Non-standard Vehicles

The sizes and weights noted in these terms and conditions include any accessories or equipment fitted on or to your vehicle at the time of Breakdown and any modifications made from the standard specification.

Merchant fees and road tolls

RACQ won't add any extra charges like merchant fees, credit surcharges, or road tolls when giving you Services covered by your Entitlements.

This waiver of fees will not apply where RACQ is providing Services outside of your Entitlements or in excess of any Maximum Entitlement.

Extra costs

In addition to those costs set out in these terms and conditions, extra costs will be the Client’s responsibility. Any repairs provided that incur an additional cost, will be at the Client’s expense.

Liability

Except for any rights that you are entitled to by law, RACQ and RACQ Service Providers accept no responsibility for any damage to your Nominated Vehicle, Eligible Caravan or Trailer, or other vehicles or property, including (without limitation) while in the care of RACQ or an RACQ Service Provider except to the extent caused by the negligent or unlawful act or omission of RACQ or an RACQ Service Provider, in which case, without limiting the following paragraph, RACQ’s liability will be limited to the lesser of the reasonable cost to repair the damage caused by the negligent or unlawful act of RACQ or the RACQ Service Provider to the Nominated Vehicle, Eligible Caravan or Trailer, or other vehicle or property and the value of the Nominated Vehicle, Eligible Caravan or Trailer, or other vehicle or property.

RACQ will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage that arises from providing, or failing to provide, any Services. You will not be liable for any indirect or consequential loss, including loss of income or any other expenses, or damage in respect of these terms and conditions.

You're responsible for covering the cost and risk of insurance in all situations.

Request Cancellations

Where a Service or Additional Service is requested and the request is subsequently withdrawn, RACQ may charge the call out fee (and any Additional Fees associated with extra attendance distances). This cancellation fee will apply if RACQ commits resources to the request prior to it being withdrawn.

Reimbursements

In addition to any rights you have under the law or expressly in these terms, if RACQ can't provide you with an Entitlement, you can ask RACQ to consider reimbursing you for your reasonably incurred costs based on your Entitlements on an ex gratia basis.

When you ask for this reimbursement, make sure to provide all the important information, including the original receipt covering payment. It will need to be signed by you and sent within 90 days of the call for Services.

This correspondence can be addressed to:
RACQ Fleet Care
PO Box 4
SPRINGWOOD QLD 4127

Or email:
BusinessServices@racq.com.au

Refund Entitlements

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. These terms and conditions do not exclude or limit any of your rights under the Australian Consumer Law which that law prohibits from being excluded or limited.

A Client is granted 21 days from the payment date of the specified invoice relating to onboarding a vehicle to the nominated fleet account.

After 21 days, there will be no refunds if you have simply changed your mind during the term of your Roadside Assistance policy.For any inquiries corresponding to a fee-for-Service call-out, contact the Fleet Care team and include all relevant details, accompanied by the original receipt covering payment, signed by an approved representative of the fleet account, and submitted within 90 days of the call for Services.

This correspondence can be addressed to:

RACQ Fleet Care
PO Box 4
SPRINGWOOD QLD 4127

Or email:
BusinessServices@racq.com.au

Definitions

The word	The meaning
Accessible Charging Station	Accessible Charging Station is any Electric Vehicle charging station that can be accessed by the RACQ Service Provider’s towing equipment, together with the Electric Vehicle.
Additional Fee	An extra charge imposed on top of the standard price or cost of a Service.
Additional Services	Services arranged and carried out by RACQ which are not covered by the call-out fee in accordance with the terms and conditions.
Attending RACQ Service Provider’s Premises	The location where the RACQ Service Provider providing the requested Services operates their business.
Breakdown	A Nominated Vehicle is immobilised due to mechanical or electrical fault, not including an Insurable Event.
Caravan	A two, four, or six wheeled registered vehicle that is towed by a Nominated Vehicle, and includes a pop top or camper Trailer, and is not an Ineligible Caravan or trailer.
Client	The holder of a Fleet Care product.
Constructed Road/Driveway	A Government-gazetted road or a driveway which is accessible under all weather conditions by a two-wheel drive motor vehicle.
Driver	A licenced person who is driving a Nominated Vehicle and who requests Services following a Breakdown.
Electric Vehicle	A vehicle with one or more motors that are partially or solely powered by electricity for propulsion. This includes battery electric (BEV), plug-in hybrid (PHEV), hybrid (HEV) and fuel cell (FCEV) vehicles.
Entitlements	The Service allowances and limits applicable to your Roadside Assistance product as set out in these terms and conditions.
Eligible Caravan or Trailer	Any Caravan or Trailer that meets the criteria for Eligible Caravans and Trailers.
Eligible Vehicle	Any motor vehicle or motorcycle that meets the criteria for Eligible Vehicles.
Ineligible Caravan or Trailer	Any Caravan or Trailer that is not an Eligible Caravan or Trailer. See criteria for Eligible Caravans or Trailers and Ineligible Caravans or Trailers.
Ineligible Vehicle	Any motor vehicle or motorcycle that is not an Eligible Vehicle. See criteria for Eligible Vehicles and Ineligible Vehicles.
Insurable Event	Damage to a vehicle of any type which is, or could have been, covered by a motor vehicle insurance policy, including but not limited to accident, fire, flood, theft and/or slashed tyres.
Intermediate Location	A location along the most direct route from a Breakdown site to the Attending RACQ Service Provider’s Premises.
Metro Area	Areas within the greater Gold Coast, Brisbane or Sunshine Coast regions.
Nominated Vehicle	An Eligible Vehicle with registration details listed on a Fleet Care policy.
Place of Repair	A commercial premises where mechanical and electrical repairs are carried out.
RACQ	In relation to the provision of Roadside Assistance products, Services and Entitlements, refers to RACQ Operations Pty Ltd (ACN 009 663 414) and otherwise refers to The Royal Automobile Club of Queensland Limited. In these terms and conditions, RACQ is also referred to as ‘we’ or ‘us’.
RACQ Service Provider	A person engaged by RACQ to provide Services.
Reasonable Time	A reasonable time to effect a typical repair, subject to the availability of a qualified mechanic and necessary parts to affect the repair.
Remote Area	Any area where Roadside Assistance cannot be provided from an RACQ Service Provider or a service provider affiliated with an interstate Automobile Club/Association.
Roadworthy	Meets the safety requirements for registration of the vehicle in the jurisdiction in which it is located.
Running Gear	The Caravan or Trailer’s axle and wheel assemblies, springs, draw bars and couplings.
Service/s	Attendance at your request where the Nominated Vehicle has suffered a Breakdown, or any one or more of the other Services outlined in this document.
Shell Width	The maximum distance measured across the body of the Caravan or Trailer.
Specialist Equipment	Equipment not normally operated by or made available to an RACQ Service Provider, or equipment normally operated by an RACQ Service Provider where the use, or method of use, is not normally associated with the provision of the Services.
Track Width	The overall tyre width and the linear distance between the exteriors of the ‘Sidewalls’ of an inflated tyre, including elevations due to labelling, decorations, or protective bands or rib.
Trailer	A two, four, or six wheeled registered boat, horse or dog trailer or any other type of trailer towed behind your Nominated Vehicle, where the trailer is not an Ineligible Caravan or Trailer.