FAQs

Getting Started Starting Trip During Trip Ending Trip Additional FAQs

Getting Started

How do I register for Ollo?

We just need some basic details to get you moving: a quick selfie, your driver’s license, your billing address and payment card details. Our team will verify your profile within 24 hours and then you’ll be good to go! Please ensure the photos of your documents are clear to avoid delay.

Once we have verified your documents, you will receive a confirmation email and notification within the app.

Note: If Ollo is available in your building, we kindly request your proof of residence or tenancy as well. This ensures that only members of your community can access the vehicles.

How do I book a vehicle?

To reserve an Ollo vehicle, you will need to select the following (in order):

- Location / Outbound Hub

- Date & Time of your planned trip

- Type of vehicle (if multiple types are available)

- Payment option

A valid payment card is required to complete the booking process.

How much does it cost?

Specific prices may vary between property and vehicle type. Check your chosen location within the Ollo app to view specific hourly and daily rates. Payment for your rental will be taken at the time of booking.

Am I insured?

The driver is covered based on the rental Terms and Conditions agreed to with Ollo Technologies. You can review the Terms and Conditions on the website here: https://www.ollo.come.au/terms-of-service. You can choose to reduce your excess during the booking process, additional charges apply.

Note: Any additional drivers are not automatically insured and must be added to the booking for coverage.

What if I need help with a booking?

Select the chat button within the HELP section of the app to contact our customer support team or reach out to support@ollo.com

What if I need to edit or cancel my trip?

You can edit your booking in the ‘Trips’ section of the app. Any extra time added will be paid for during the update.

You can cancel your trip at any time before the trip starts in the 'Trips' section. Cancellation fees may apply, check Terms and Conditions for details.

Starting Trip

How do I start my trip in the app and unlock the vehicle?

When standing next to your vehicle, tap 'start your trip' in the app. Check for any vehicle damage, sign the rental agreement, and download your digital key by pressing 'access your digital key'. Wait for the key to appear, then press the open padlock button to unlock the vehicle.

Note: You will need 4G or WiFi to start the rental.

What if my digital key doesn’t work?

Having trouble getting in? Please ensure:

1. Your phone’s general Bluetooth settings are enabled.

2. Bluetooth is enabled on your phone for the Ollo mobile app.. On your phone navigate to Settings > Select the Outbound mobile app > Toggle the Bluetooth button to 'On.'

3. Access to your location is enabled. Open the Ollo mobile app in your phone’s settings and select Location > Always. For the best experience, keep the mobile app running in the background.

During Trip

What happens if I need to charge the vehicle during my rental?

Simply navigate to your nearest charging station, plug in and wait for your vehicle to charge. Costs for the use of Tesla Supercharger stations will be on-charged to you up after you have returned the vehicle. Use of other charging stations will require you to download and pay through their specific branded app.

Can I extend my rental if my plans change?

Yes, assuming the vehicle you are using is not booked immediately after your booking, you can extend your rental by navigating to the ‘Extend Rental’ button in the app. Update your new rental end time and select save. You will be charged for the additional length of your rental at the end of your trip.

Note: If the vehicle has another booking, you will see an error message and be unable to extend. You must return the vehicle to it’s designated parking space at your original end of rental time.

Ending Trip

Do I have to return the vehicle to where I started?

Yes. The Ollo fleet is for round trip purposes and must be returned to your pick-up location or property. Press the ‘Home’ button on the navigation screen to be routed back to where you picked up the vehicle.

How do I end my trip?

To end your trip, follow these simple steps:

1. Return your car to the original pick-up location and its dedicated parking space.

2. Complete the end-of-rental checklist in the app, which includes:

- Check for new damages in the vehicle.

- Remove any personal belongings from the vehicle.

- Plug the vehicle back in.

- Lock the doors.

That's it! The car will be ready for the next Ollo user.

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Additional FAQs

How do I drive a Tesla?

Check out our handy how-to videos here to learn more about driving a Tesla.

Can I take the car outside of my state?

Yes you can, but the vehicle must not leave Australia. Please refer to the terms and conditions for more information.

How long can I use the car for?

There is currently no cap on how long you can use the vehicle. We simply cap the distance driven per day at 400km. Additional kms over this amount will be charged at $0.35/km.

How are tolls charged?

Any toll charges accrued during your booking will be processed by our team within 7 business days after your booking with the addition of our $2.50 toll processing fee. Toll charges may appear on a separate invoice.

Can I add an additional driver to my rental?

Yes, you can. Please ask the additional driver to download the Ollo app and create a profile including their contact details, face ID, driver’s license and billing address. Let us know when this is done and we can validate them and add them as an additional driver to your booking.

We can only do this before the booking starts. By default at the start of the rental, the 'virtual key' is downloaded to the phone of the main driver. Once the rental has started, additional drivers may also download the virtual key. Only one device at a time can have an active virtual key.

What penalties and fines can I incur?

There are a few but 99% of our friendly community should never incur one. Penalties are in place for smoking, if excessive cleaning is required, improper return, letting someone else drive on your account, running out of battery, tampering with cameras, failure to report damage, fraudulent account information, use of an Ollo vehicle outside of the determined booking time and any other use of the vehicle outside of the Terms and Conditions outlined in the Ollo Technologies Terms of Service.

What if I run out of charge?

If you run out of charge, don't worry. Contact our support team through the app, and we'll arrange roadside assistance for you. It's important to monitor the vehicle's battery range throughout your trip to ensure you are able to return it to your pick-up location or property.

Keep in mind that running out of battery could result in fines and towing fees for which you may be held responsible.

What do I do if I’m in an accident?

If it’s an emergency, call 000. Once everyone is safe, collect full details of any other drivers (name, address, license number, vehicle registration, insurance company) and contact our support team through the app to assist with getting you and your vehicle home safely.

Can I bring my pet in the car?

Unfortunately not, unless they are an assistance animal. Cleaning fees may apply.

Can I smoke in the car?

No smoking of any kind (including vaping) is permitted in the vehicles and fines do apply.

What are Ollo’s general terms and conditions?

Please find the Terms and Conditions here.

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