Before your booking


  1. What is FlexiFuel?


FlexiFuel is all about giving you choices with your Tribecar booking! 


You can decide whether you'd prefer the Mileage Charge option, where you're billed based on the distance you travel, or the Pay-Your-Own-Fuel option, which allows you to take advantage of your own credit card and petrol card discounts to potentially save up to 30% when you refuel/recharge.


  1. Which Tribecar vehicles are equipped with the FlexiFuel feature?

On the main map in the app, look for location pins with a crown symbol in a radiant blue-green gradient. Tap on these pins to view the available cars at that spot. If a vehicle has FlexiFuel, you’ll see a clear “FlexiFuel” tag on its vehicle card.


  1. I don't see a "FlexiFuel" tag on some vehicles. What fuel policy are they using?

If you don't see the "FlexiFuel" tag on a vehicle's card, it simply means that the vehicle doesn't have the FlexiFuel feature. Once you tap on that vehicle to see more details, the applicable fuel policy will be clearly displayed, and it will be either Pay-Your-Own-Fuel or Mileage Charge.



        During your booking


  1. What fuel level should the vehicle have when I return it, and what about when I collect it?

Vehicle Collection (Mileage Charge):

For petrol and diesel vehicles, please ensure the fuel level is at least 25% when you collect the vehicle. If the vehicle does not meet this minimum level when you pick it up, please report the issue immediately via the app, and you will be compensated accordingly once you return the vehicle with a full tank, using the supplied fuel card.


Vehicle Collection (Pay Your Own Fuel):

When opting for the Pay-Your-Own-Fuel option, users are responsible for refuelling the vehicle at their own expense using their personal payment cards. Please ensure the correct fuel type is used (e.g., Petrol, Diesel, or Electric).


It is strongly recommended to keep your fuel receipts by taking a clear photo before disposal, as this can serve as supporting evidence if you need to appeal a fuel-related fine.


When returning the vehicle, users should refuel it to at least the same level shown on the dashboard gauge at the start of the trip (or to the initial battery level prior to first power-on for Electric Vehicles).



Returning the Vehicle: 


Pay-Your-Own-Fuel: With this option, simply return the vehicle with the same fuel/charge percentage as when you started your trip. You can always check the 'Current Booking' page for the specific minimum level needed to complete your trip.


Mileage Charge: For this plan, please ensure the fuel level is more than 25% when you return the vehicle. If it's lower, you'll find a fuel card in the car that you can use to refuel before you return the vehicle.


  1. What does "Pay-It-Forward Fuel" mean on my booking?

Occasionally, a previous Tribecar user may refuel the vehicle beyond their trip's requirements, leaving excess fuel for the next user. When this happens, you'll see it as "Free Fuel" or “Free Mileage” – and it's yours to use during your booking without any extra charges!


We appreciate when our community embraces the #PayItForward spirit! If you happen to refuel, perhaps leave a bit extra for the next person's journey.


  1. I have selected the wrong FlexiFuel Option! Can I change it?

Yes, you can modify your FlexiFuel option after booking up until the first 5 minutes after unlocking the vehicle. If you've chosen the Mileage Charge plan and used the Tribecar fuel card, you won't be able to switch to Pay-Your-Own-Fuel. If you encounter any issues or need further assistance, tap the 'Need Help' button in the app.


  1. What's the best way to know how much fuel/charge to add before returning my Tribecar?

To determine the required amount of fuel to add before ending your trip, please check your current booking page in the app. This will indicate the recommended fuel percentage to top up. We may send you a reminder 45 minutes before your booking ends.


  1. I'm making two bookings in a row for the same vehicle. Can I have a different FlexiFuel plan for the second one?

When you have back-to-back bookings, the FlexiFuel plan you selected during your initial booking in the back-to-back timeline will automatically apply to the second one as well. This means you won't be able to change the FlexiFuel option specifically for the subsequent bookings.


Fuel Shortage Charge


Mileage Charge Policy:

  1. What is the minimum fuel level required at the end of a trip?
    Users must return the vehicle with at least 25% fuel remaining. Returning the vehicle below this level is considered a fuel shortfall and a fuel shortfall charge of $8.50 per block will be applied.


  1. What is the "Shortage Fee"?

A fee of $8.50 per block is charged for the fuel level falling below the minimum fuel level. For shortages of 10% and above there will be an administrative fee of $10. For shortages of 15% and above there will be an administrative fee of $20.


Pay-Your-Own-Fuel Policy:

  1. What is the required fuel level for vehicle return under the “Pay-Your-Own-Fuel” policy

Users must return the vehicle with at least the same fuel level as when their trip began. For example, if your trip starts with 50% fuel, you should return the vehicle with no less than 50% fuel at the end of the trip.


  1. What if I collected the car with less than 25% fuel?

You are still required to return the car with a minimum fuel level of 25%.


  1. Can I return the vehicle with less fuel than when I collected it?
    No. Returning the vehicle with less fuel than at the start of your trip will result in a fuel shortage charge being applied.

  2. How is the fuel shortfall calculated?
    The fuel difference is calculated as:
    Percentage Difference = Minimum Fuel Return % Level minus End Trip %
    This difference is divided into blocks, where 1 block = 5% fuel

            Examples of fuel shortage:

  1. If 2 blocks (10%) short:

            $8.50 x 2 + $10 = $29.43 (incl of GST)

  1. If 3 blocks (15%) short:

$8.50 x 3 + $20 = $49.60 (incl of GST) 


For any discrepancies regarding charges, please email support@tribecar.com. Our team will review and respond within 3 to 5 working days.


Compensation to Next User


12. When does the next user receive compensation?

If the vehicle is received with fuel below the 25% minimum, the next user will be eligible for compensation.


13. How is compensation calculated?

The next user receives $6.50 per block of missing fuel (1 block = 5%). 


Under what circumstances will my eligibility be revoked?
Your eligibility will be revoked if:

1) You return the car late.

2) You return the car with insufficient fuel (below 25%)


Note: Eligibility will be revoked even after their booking has ended. Internal staff (Fuel Team) will have the admin access to remove the eligibility anytime before the compensation is issued. Compensation will be processed on day 5 (working days and subjected to change). 

Examples of compensation:

  1. If 2 blocks (10%) short:

            $6.50 x 2 = $13.00

  1. If 3 blocks (15%) short:

            $6.50 x 3 = $19.50