In most circumstances, we replace leased 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.
Questions about theft, accidental damage and accidental loss
What happens if I accidentally lose or damage the goods I have leased?
Am I eligible for FlexiCare Loaner?
If the leased 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:
• Laptop computers
• Digital Cameras
The leased goods must be:
• You must be in a SmartWay lease agreement
• Your lease agreement must be up to date, and not in arrears.
If you live in a metro area, we’ll send the loaner goods to you within 48 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 leased goods are repaired, if you do not return the loaner goods to us you may be charged an additional fee.
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 leased goods are stolen?
In most circumstances we replace leased 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 leased 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 – By phone 13 14 44
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, a $110 fee does apply.
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 lease 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 leased 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 lease agreement. If you do not contact us, and you don’t return the goods to us, your lease agreement will continue on a month-to-month basis and you will continue to be charged a monthly lease payment.
What are the end of term options?
With our range of flexible end of term options, endings can also be beginnings.
Offer to Purchase: If you are not interested in upgrading to new goods, but would like to own the leased 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 offers1.
Double Time: Double the length of the term of your lease agreement by paying 1 additional monthly lease payment. You can continue using the goods and enjoy the benefits of the FlexiCare Program for the double time period2
Return: You can return the goods if you no longer want them. Goods can be returned to any of our warehouse locations listed in the table below. Goods must be returned in good working order2 together with all accessories and manuals at your own expense.
Please ensure you label the goods clearly with your full name and your Agreement Number.
State Warehouse NSW Verser Technology Lifecycles Pty Ltd, Unit F1, 350 Parramatta Rd, Homebush West NSW 2140 VIC & SA Verser Technology Lifecycles Pty Ltd, 71 – 73 Link Drive, Campbellfield VIC 3061 QLD & NT Verser Technology Lifecycles Pty Ltd, Building 4, 32 Precision Street, Salisbury QLD 4107 ACT Verser Technology Lifecycles Pty Ltd, 4a Whyalla Street, Fyshwick ACT 2609 WA ITSIT Australia Pty Ltd, 28 Bannick Court, Canningvale WA 6155
Remember: The most important thing is to contact us to nominate an end of term option prior to the end of your lease agreement. If you do not contact us, and you don’t return the goods to us, your agreement will continue on a month-to-month basis and you will continue to be charged a monthly lease payment. Some products may have different end of term options - see your Credit Guide and Terms & Conditions booklet for specific information relating to your lease agreement.
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. All new lease agreements are subject to a min invoice value of $100. 1GST will apply to the purchase price. We have the right to reject your offer. 2Customers may choose between 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. One offer per customer.
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 lease payment, you can double the length of the term of your original agreement. You can continue to use the leased goods with the associated FlexiCare benefits#.
So, if you’ve leased a laptop for 2 years, and are happy with it, you can lease it for another 2 years – and those extra 2 years will cost just one monthly lease 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 leasing. 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 lease agreement. One offer per customer. SmartWay holds the right to withdraw the offers at any time.
Can I end my lease agreement early?
Yes. Your options are the same as the end of term options described above.
Do I own the leased goods at the end of the lease 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 lease 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 lease term, the leased 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 lease payment will depend on the price of the goods you choose and the length of the lease 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 0.5% monthly administration fee if you choose to pay by credit card.
How do I pay for SmartWay?
Your monthly lease payments will be debited from your nominated bank or credit card account. If you chose to pay by credit card a 0.5% 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 lease 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 lease 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.
What can I do if I have any concerns or feedback?
We genuinely want to hear suggestions for improvement and be given the opportunity to resolve any situations, confusions or complaints that may arise. If your complaint is not resolved by the Customer Service Team, refer your complaint to our Customer Relations Complaints Team by calling 1300 858 608 9am-5pm, Monday-Friday or emailing CustomerRelations.Complaints@Flexigroup.com.au.
If you are unhappy with the resolution of your complaint by our Customer Relations Complaints team, the Australian Financial Complaints Authority (“AFCA”) helps individuals and small business customers resolve problems and disputes with their financial service provider, and its use is free for individual customers. AFCA can be contacted online at www.afca.org.au via telephone at 1800 931 678 or in writing through GPO Box 3, Melbourne, VIC 3001 (Australia).
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.