In most circumstances we replace rented goods that are accidentally lost or accidentally damaged anywhere in Australia and New Zealand under our FlexiCare Program. If the accidental loss or accidental damage occurs overseas during a trip of less than 28 days, the FlexiCare Protect feature will also apply to the goods. Read the full details in Terms and Conditions.
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Questions about theft, accidental damage and accidental loss
What happens if I accidentally lose or damage the goods I have rented?
Am I eligible for FlexiCare Loaner?
If the rented computer goods require repairs, you are eligible to receive a loaner of similar equipment for up to 60 days. FlexiCare Loaner is available only for:
The rented goods must be:
•in one of the categories above and have had an original in-store cost of more than $500
•your agreement must be a SmartWay rental agreement
•you must not be in arrears.
If you live in a metro area, we’ll send the loaner goods to you within 24 hours of your request – if your request is made during business hours and stock is available. Contact the Customer Team on 1300 888 779 to request a FlexiCare Loaner.
Once the original rented goods are repaired, if you do not return the loaner goods to us, we will charge you a fee of $880 (including GST).
See the full terms and conditions around the use of temporary loaner goods in the Credit Guide and Terms & Conditions booklet.
Am I covered if the rented goods are stolen?
In most circumstances we replace rented goods that are stolen anywhere in Australia and New Zealand through our FlexiCare Program. If the theft occurs overseas during a trip of less than 28 days, SmartWay will also cover the goods. Read the full details and Terms and Conditions.
What should I do if the rented goods are stolen, accidentally lost or damaged?
If the goods are stolen or accidentally lost you must:
•Inform the police within 48 hours of the incident (VIC – IN PERSON, QLD – ONLINE, WA – ONLINE, NT/NSW/SA/TAS/ACT – ON PHONE 13 14 44)
Irrespective of whether the goods are stolen, accidentally lost or accidentally damaged:
•Contact the SmartWay Customer Team on 1300 888 779
•Provide them with the police incident reference number where relevant
The Customer Team will then help you through the rest of the process.
Does it cost me anything to report stolen, lost or damaged goods?
No. You can report an event if the goods are stolen, lost or damaged. However, if you would like SmartWay to process an event, fees do apply for the initial replacement incident. The following fees which may apply include:
•$110 for goods less than $1,000 in value
•$220 for goods above $1,000 in value
•$550 for goods above $10,000 in value
To process a second or any subsequent event the following fees apply:
• $220 for goods less than $1,000 in value
•$440 for goods above $1,000 in value
•$550 for goods above $10,000 in value
Call the FlexiCare Team on 1300 888 779 to arrange a replacement. The processing fee is only charged on approved incidents.
Questions about the end of the term of the rental agreement
What happens at the end of the term
SmartWay will contact you in writing at least 3 months before the end of term to explain your end of term options. This will be a prompt for you to think about what you would like to do with the rented goods, and also whether you would like to upgrade to new goods or not.
The most important thing is to contact us to nominate an end of term option prior to the end of your rental agreement. If you do not contact us, and you don’t return the goods to us, your rental agreement will continue on a month-to-month basis and you will continue to be charged a monthly rental payment.
What are the end of term options?
There are a range of end of term options that may be available to you:
Upgrade and offer to purchase: Upgrade to new goods by entering into a new rental agreement with SmartWay. You can make us an offer to purchase the existing rented goods. You can offer any price for the existing goods, but we have the right to accept or reject your offer*.
Upgrade and double time: Upgrade to new goods by entering into a new rental agreement with us. Double the term of your existing agreement by paying 1 additional monthly rental payment, continue using the goods and enjoy the benefits of the FlexiCare Program for the double time period*.
Upgrade and return: Upgrade to new goods by entering into a new rental agreement with us. Return the existing goods in good working order at the end of term with no more monthly rental payments to pay. Return the goods 2 or more months before the end of term and we will waive up to 2 remaining monthly rental payments*#.
Offer to purchase: If you are not interested in upgrading to new goods, but would like to own the rented goods, you can make us an offer to purchase them. You can offer any price, but we have the right to accept or reject your offer*.
Double time: Double the length of the term of your rental agreement by paying 1 additional monthly rental payment. You can continue using the goods and enjoy the benefits of the FlexiCare Program for the double time period*.
Return: You can return the goods if you no longer want them. Goods must be in good working order and returned at your expense. At the end of term, there will be no more monthly rental payments.
Extend: Business use customers may be able to continue renting the same goods on a month to month basis, allowing you to preserve your cash and continue to take advantage of tax benefits^.
*All end of term options, other than return, are subject to our agreement and terms and conditions, and in the case of upgrade, to our internal credit criteria.
#Up to 2 monthly payment waiver offer or acceptance of the double time payment offer, whichever is elected, is available on eligible, approved and settled deals and is subject to credit criteria. Customers are liable for payments for the full term under the original rental agreement. One offer per customer. SmartWay holds the right to withdraw the offers at any time.
^Tax deductions may apply for business use customers. See your tax advisor for details. SmartWay does not provide legal, tax or accounting advice.
Who can I contact to discuss my end of term options?
Call the SmartWay Customer Team on 1300 888 779 to discuss your end of term options.
Who pays for the courier if I opt to return the goods?
If you elect to return the goods, this is at your expense.
Can you explain ‘double time’ again?
At the end of term, for 1 additional monthly rental payment, you can double the length of the term of your original agreement. You can continue to use the rented goods with the associated FlexiCare benefits#.
So, if you’ve rented a laptop for 2 years, and are happy with it, you can rent it for another 2 years – and those extra 2 years will cost just one monthly rental payment!
At the end of the double time, you can return the goods, upgrade to new and/or make us an offer to purchase the goods you have been renting. You can offer any price you see fit, but we have the right to accept or reject your offer.
#Acceptance of the double time payment offer is available on eligible, approved and settled deals and is subject to credit criteria. Customers are liable for payments for the full term under the original rental agreement. One offer per customer. SmartWay holds the right to withdraw the offers at any time.
Can I end my rental agreement early?
Yes. Your options are the same as the end of term options described above.
Do I own the rented goods at the end of the rental agreement?
No, you do not own the goods. You can make us an offer to purchase the goods at the end of term of the rental agreement, or at the end of the ‘double time’ period. You can offer any price, but we can choose to accept or reject your offer. If we accept your offer to purchase the goods, then we will transfer title in the goods to you.
What happens if I don’t choose an end of term option?
If you don’t return the goods to us or choose an end of term option at the end of the rental term, the rental agreement will defer to a month-to-month arrangement. Monthly payments will continue as set out on the signature page, until the goods are either returned to us or you choose an end of term option.
Questions about payments
What does it cost to SmartWay?
Your monthly rental payment will depend on the price of the goods you choose and the length of the rental term you select. To get an idea of the actual monthly payment, use our online quote calculator or call us on 1300 888 779. There’s also a 1% monthly administration fee if you choose to pay by credit card.
How do I pay for SmartWay?
Your monthly rental payments will be debited from your nominated bank or credit card account. If you chose to pay by credit card a 1% administration fee applies. You can choose the best day of the month for that debit (for example – the day after payday).
Can I choose my payment date?
Yes. You can choose which day of the month you wish to have your rental payments debited from your nominated bank or credit card account. If you want to take the goods home with you straight away and wish to select a future payment date, no worries, we’ll just pro-rata the payment between the date of delivery and your chosen payment date. An ‘interim payment’ will be payable.
How do I change my payment details?
Call the SmartWay Customer Team on 1300 888 779.
What happens if I can’t make a rental payment?
You should contact the SmartWay Customer Team immediately on 1300 888 779 and make an arrangement with us. Under the FlexiCare Program, you may be eligible for a waiver of your payment obligations in the event of involuntary unemployment, disablement, terminal illness or death. Alternatively, you may able to apply for Financial Hardship. See the Terms and Conditions for full details.
Subject to approval. Fees, terms & conditions apply.
** Tax deductions may apply. SmartWay does not provide legal, tax or accounting advice. See your tax adviser for details.