What should I do if I'm involved in an accident or if the vehicle breaks down?

Accidents and breakdowns can happen, and we're here to help.

If you need assistance, please contact our Support Team on 02 9001 4888. Our phone support is available daily from 9am to 10pm.

Alternatively, you can tap Report an Accident on your booking page in the Popcar app to quickly notify our team.

If your accident or breakdown happens outside our operating hours (9am-10pm), please email us at hello@popcar.com.au with the details. Our team will get back to you as soon as possible.

First, make sure everyone is safe

• Stay calm.
• If it is safe to do so, switch on your hazard lights.
• If possible, do not move the vehicle until it is safe or instructed to do so.
• If anyone is injured or there is an immediate danger, call 000 straight away.

Report the incident to Popcar

• Tap Report an Accident on your booking page in the app, or call us on 02 9001 4888.
• Provide our Support Team with a brief description of what happened and your current location.

Collect the following information (if another party is involved)

Please obtain:

• Driver's full name
• Contact number
• A photo of the front and back of their driver's licence
• Vehicle registration number
• Vehicle make and model

Please also take clear photos of:

• Damage to all vehicles involved
• Damage to any public or private property
• The overall accident scene from multiple angles

Complete the accident report

After speaking with our team, we'll email you an accident report form to complete. Please submit it as soon as possible to help us process the incident.

If the vehicle breaks down

The support available depends on what caused the breakdown.

If the breakdown is caused by a vehicle mechanical issue

If the breakdown is due to a mechanical fault with the vehicle (for example, an engine or battery fault that is not caused by member misuse), Popcar will arrange the appropriate assistance.

Where applicable, we may refund any unused booking time, at our sole discretion.

If the breakdown is caused by member actions

If the breakdown is a result of member actions, you may be responsible for the associated costs. Examples include (but are not limited to):

• Refuelling with the wrong type of fuel
• Tyre punctures or damage caused by hitting a kerb or road hazard
• Flat battery caused by leaving the headlights or interior lights on
• Any other damage resulting from misuse or negligence

Our Support Team will assess the situation and advise you on the next steps.

Please note: Popcar is not responsible for incidental expenses arising from an accident or breakdown, including taxi, rideshare, or other personal transport costs.

When is a police report required?

A police report must be made if the incident involves:

• Damage to government or public property
• A pedestrian
• A cyclist
• A hit-and-run
• Any injury to any person

If anyone is injured or requires urgent medical assistance, call 000 immediately.

Important

For your privacy and security, only share incident details with:

• A Popcar representative;
• Police; or
• Other authorised emergency personnel.

Avoid sharing personal or booking information with anyone else unless legally required.

Useful links:

• What happens after a booking that involved an accident?
• What should I do if another vehicle hits and runs my vehicle during an ongoing booking while I’m away from the scene?