Waylance help centre
Good questions.
Clear answers.
Plan your hire, check your booking and know who you’re speaking to.
43 answers to help you plan your hire
Booking & quotes
From the first enquiry to a confirmed hire.
How do I book the HiAce?
Open Book, choose your pickup and return dates, times and locations, and enter your details. Continue to the secure licence step, review your details and submit your request. Waylance will review it and confirm the next steps.
Can I get a quote before booking?
Yes. Send a quotation request with your trip details and we will prepare a personalised quote. A quotation gives you pricing to review; it does not reserve the van.
Does submitting a request confirm my booking?
A booking request stays pending until Waylance approves it and the required checks and payments are completed. Your hire is confirmed through our confirmation or rental agreement. Check your booking status or contact us if you are unsure.
I already have a quotation. Do I need to enter everything again?
Use your quote number and the same email address on the Book page to retrieve the saved quotation details and continue to the secure licence step. Your dates remain subject to availability when the booking is reviewed.
What is the difference between a quote and a booking number?
Quote numbers start with WQ and are used to continue from a quotation on the Book page. Booking or agreement numbers start with WL and are used on Check booking. Existing booking numbers remain valid.
How do I change or cancel a booking request?
Contact Waylance promptly with your booking or quote number and the changes you need. Changes depend on availability. For a confirmed hire, the cancellation and amendment terms in your booking confirmation or rental agreement apply.
Availability & times
Choosing a date and making sense of the calendar.
What do the calendar statuses mean?
Confirmed bookings reserve the van for their booked hours. Pending booking or quotation requests are awaiting review and do not reserve it. An admin block means the vehicle is unavailable, for example during maintenance. Online availability is indicative until we confirm your hire.
Can I hire the van on a day that already has a booking?
Yes, you can request a free time window on the same day, provided you leave at least one hour before or after any confirmed hire or unavailable period. Choose your exact pickup and return times and check the occupied hours shown below the calendar.
Can I request a time that has a pending booking?
You can still submit a request while another request is pending. It may be waitlisted and will be reviewed by Waylance. Neither request reserves the van until confirmed.
Which time zone does the website use?
Pickup and return times are shown in Sydney time, including daylight saving when it applies. The online forms accept times in 15-minute increments. Your requested pickup and return arrangements still need our confirmation.
How are rental days calculated?
The website calculates the rental duration from your selected pickup and return dates and times. A started 24-hour hire period counts as a rental day, with a minimum of one day. Review the duration and the written pricing before confirming your hire.
Do you offer longer hires?
Yes, you can contact Waylance about longer hire periods and your travel requirements. Availability and the final pricing are confirmed for your booking.
Drivers & licences
Getting the right details ready before pickup.
What is the minimum age to request a hire?
You must be at least 21 on the pickup date to make an online quotation or booking request. Every driver must also meet the eligibility and insurance requirements for the rental and be approved by Waylance.
What driver licence do I need?
Every driver needs a current and appropriate licence and must be named and approved in the rental agreement. Licences must remain valid through the return date. Contact us before booking if you are unsure whether your licence or its conditions are suitable.
Do you accept P-plate or overseas licences?
Please contact Waylance before booking so we can review your licence and confirm whether you are eligible for the hire. Approval is considered for your individual booking.
Can I add another driver?
The online agreement form allows up to two additional drivers. Provide each driver's requested licence details. Only drivers approved and named in the rental agreement may drive the vehicle.
Do I have to scan my licence?
You can enter the details manually. The optional scanner helps read a card picture on your device; the picture and raw recognised text are not uploaded to Waylance. Review and confirm the details before submitting them.
Should I email my licence details?
Use the secure licence step when requested. Keep licence details out of the general booking message and ordinary email unless Waylance specifically directs you to an approved secure method.
Prices & agreements
Know what applies to your own hire.
How much does hiring the HiAce cost?
Request a personalised quote for your dates and requirements. Review the agreed hire rate, total, security bond, payment instructions and any additional charges in your written quote and rental agreement.
Is there a security bond or confirmation deposit?
Your hire may require a confirmation deposit and security bond. The amounts and payment arrangements are confirmed for your booking. A security bond is separate from the rental fee; review the written amounts and terms before paying.
Which payment methods do you accept?
We currently accept PayID and bank transfer. Follow the payment instructions provided for your booking. If the details in a payment request look unexpected, call Waylance using the phone number on this website before paying.
Can I receive a refund if I cancel?
Refunds are considered only in specific circumstances. Contact Waylance with your booking number to discuss your situation and the terms that apply to your hire. Refunds are not automatically approved by submitting a cancellation request.
When will my security bond be returned?
We return the security bond a few business days after you return the vehicle and we confirm there is no additional damage and that the fuel level is the same as, or higher than, at pickup. Contact us if you have a question about your bond or the return inspection.
How many kilometres are included?
Your written quotation or rental agreement sets out the kilometre allowance and any extra-kilometre rate. Check those details against your planned journey and ask Waylance about anything you need clarified before pickup.
What insurance excess applies?
The insurance excess and the conditions that apply are stated in your rental agreement and may depend on the approved drivers. Review your own agreement and contact Waylance before signing if anything is unclear.
How do I receive and sign the rental agreement?
Waylance uses SignWell to prepare and deliver electronic rental agreements. Review the complete document and follow the signing instructions. When available, your verified Check booking page can also open your own agreement link.
Where can I find the full hire terms?
Read the website terms and privacy policy, together with the written quotation, booking confirmation and rental agreement for your hire. The rental agreement sets out the terms that apply to your confirmed rental.
The van & your trip
A closer look at the HiAce and your collection arrangements.
Which vehicle do you hire?
Our vehicle is a 2009 Toyota HiAce Commuter 12-seater with automatic transmission and a diesel engine. The vehicle page has photos, an interactive cabin tour and the listed features.
Does the van have phone connectivity and parking aids?
The listed features include Apple CarPlay and Android Auto, a reverse camera and reverse sensors. See the vehicle page and ask us before booking if a particular feature is essential for your trip.
Where can I pick up and return the van?
The booking form offers Riverstone, Rooty Hill and Macquarie Park for pickup and drop-off. Choose your requested locations in the form. Your confirmed booking or rental agreement records the final arrangements.
What should I have ready for pickup?
Bring your valid driver licence, review the rental agreement and follow the collection and payment instructions sent by Waylance. Check your confirmed pickup time and location before travelling.
Can I travel interstate or drive on unsealed roads?
Contact Waylance before booking with your planned route so we can confirm the travel and road restrictions for your hire. Check the approved arrangements in your rental agreement.
Are pets or smoking allowed in the van?
Please contact Waylance before booking to confirm the rules for your hire. Let us know about any pets or other requirements so we can discuss them with you.
How much fuel should be in the van when I return it?
Return the vehicle with the same fuel level as, or higher than, when you collected it. We check the fuel level and any additional damage before returning the security bond.
What if I need to extend the hire or will be late returning?
Contact Waylance as soon as possible. Extensions depend on approval and the next booking's availability. Return the van at the agreed place and time unless we approve a change. Any applicable charges are governed by your rental agreement.
What should I do if there is damage, a breakdown or another incident?
Prioritise immediate safety, promptly notify Waylance and follow the instructions in your rental agreement. Do not arrange repairs without authorisation except where necessary for immediate safety.
Booking access & emails
Find your booking and verify who you are speaking to.
Which Waylance email addresses are authorised?
Only waylancebusiness@gmail.com and email addresses ending exactly in @waylancebusiness.com.au are authorised Waylance Business email addresses. Our help address is help@waylancebusiness.com.au. Check the complete sender address, rather than just its display name. If a message or payment request is unexpected, verify it by calling the number on this website.
How do I check an existing booking?
Open Check booking and enter your WL booking number and the email address on that booking. If the details match, we send a one-time verification code. Enter it to view your booking status, pickup and return details, next steps and available agreement or calendar options.
What if I have not received a verification code?
Check your inbox and spam folder and make sure you used the booking email address and a WL booking number. Quote numbers beginning with WQ are used on the Book page instead. Codes expire after 10 minutes and can be used once. Request a new code if needed, or contact us for help.
Do I need an account or password to check a booking?
You do not need to create an account. Access uses the emailed one-time code and expires automatically after one hour. Use Close secure session when you finish, especially on a shared device.
Can I add the hire to my phone or laptop calendar?
For a confirmed booking, use Google Calendar or download the calendar file for Apple Calendar or Outlook from Check booking. The event includes your booking reference, pickup and return times and locations. Saved calendar events do not update automatically when a booking changes.
Why is my agreement not available yet?
The agreement may still be being prepared or awaiting review. We will email the agreement link when it is ready. Contact Waylance if you need help or are approaching your pickup time.
Do booking emails use open or click tracking?
Our emails may use Resend's open and link tracking to indicate whether a message was loaded or a link followed. Email privacy features can affect these signals, so they do not prove that someone read the message.
These answers are a guide to using our website and arranging a hire. Check the written quotation, booking confirmation and rental agreement for the terms that apply to your booking.