CartR® App – Frequently Asked Questions

1. What is the CartR App?

CartR is an app-based, pay-per-use luggage-cart rental service for travellers and visitors at participating airports, railway stations, transport hubs and other locations.

The CartR App allows you to find, unlock, use and return an available luggage Cart using your mobile device.

2. How do I rent a Cart?

To rent a Cart:

  1. Download the CartR App from the Apple App Store or Google Play.
  2. Create an Account and add an accepted payment method.
  3. Find an available Cart at your Rental Location.
  4. Review the rental details displayed in the App.
  5. Scan the QR code on the Cart to unlock it and start your rental.
  6. When finished, return the Cart to an approved CartR return point and securely lock it.

Your rental begins when the Cart unlocks and the App confirms the start of the Rental Session.

3. How does the pay-per-use system work?

You pay according to the rental duration and pricing method displayed in the App.

Before confirming the rental, the App will display the applicable currency, rental rate, deposit or payment authorisation, maximum rental period, maximum time-based charge and any unavoidable fees.

Your Rental Session ordinarily ends when the Cart is securely returned and the App confirms completion.

4. How do I return the Cart?

Return the Cart to an approved CartR return point at the Rental Location and securely engage the lock.

Wait for the App to confirm that the Cart has been returned and the Rental Session has ended. Retain the confirmation until the final charge is shown.

If the Cart is correctly returned but the App does not confirm completion, contact CartR support immediately. Provide the Cart identifier, Rental Location, return time and a photograph if possible.

5. What happens if I forget to lock the Cart or cannot return it?

If the Cart is not properly returned and locked, your Rental Session may continue.

The App may send a notification reminding you to return and lock the Cart. Rental charges may continue until the Cart is properly returned, recovered or reaches the maximum rental period displayed in the App.

Forgetting to lock the Cart does not automatically mean that your entire deposit will be lost. However, reasonable recovery, cleaning, repair or replacement costs may apply where permitted under the CartR Rental Agreement and Terms of Use.

Contact CartR support immediately if you cannot return or lock the Cart.

6. How much does it cost to rent a Cart?

CartR operates on a pay-per-use basis, and prices may vary between Rental Locations and countries.

The applicable rental rate, currency, deposit or payment authorisation, maximum rental period, maximum time-based charge and any unavoidable fees will be displayed in the App before you confirm the rental.

7. What payment methods are accepted?

CartR payments are securely processed through Stripe.

Available payment methods may include eligible credit cards, debit cards, Apple Pay and Google Pay.

Available options may depend on your device, bank, country and Rental Location and will be displayed in the App.

8. Can I reserve a Cart in advance?

CartR Carts cannot currently be reserved in advance.

Rentals are generally available on a first-come, first-served basis. Availability shown in the App may change before the Cart is unlocked.

9. Is there a membership, subscription or loyalty program?

CartR currently operates on a pay-per-use basis and does not offer a membership, subscription or loyalty program.

If one is introduced in the future, its features, pricing and applicable terms will be displayed in the App.

10. What should I do if the Cart or App is not working?

If a Cart appears faulty, damaged, unstable or unsafe, do not use it.

Report the problem through the App, contact CartR support or speak with authorised venue staff.

If a verified App, lock, Cart or system failure prevents you from using the rental service, your Rental Session may be corrected and a refund or payment adjustment may be available under the CartR Refund and Payment Adjustment Policy.

11. Where can I use the Cart?

The Cart may only be used within the Authorised Area at the Rental Location.

Do not remove the Cart from the approved service area or take it through a security, customs, border-control or restricted area unless expressly permitted.

Taking a Cart outside the Authorised Area may result in additional charges and recovery action. Refer to the CartR Rental Agreement and Terms of Use for further information.

12. What are the safety requirements?

For your safety:

  • Inspect the Cart before use;
  • Do not exceed the displayed weight or size limit;
  • Load luggage evenly and securely;
  • Maintain control and move at a safe walking pace;
  • Keep a safe distance from people, vehicles and other obstacles;
  • Do not ride, sit, stand or climb on the Cart;
  • Do not carry children, adults or other passengers;
  • Do not leave luggage unattended on the Cart; and
  • Do not use the Cart on stairs, escalators or travelators unless venue signage expressly permits it.

Stop using the Cart immediately if a fault, accident or unsafe condition occurs.

13. What should I do if I damage or lose a Cart?

Report any damage, loss, theft or accident as soon as possible through the App, to CartR support or to authorised venue staff.

You may be responsible for reasonable recovery, cleaning, repair or replacement costs where the loss or damage was caused by misuse, negligence, deliberate conduct or a breach of the CartR Rental Agreement and Terms of Use.

You are not responsible for fair wear and tear, pre-existing damage or a verified Cart fault.

14. Is my personal and payment information secure?

CartR uses reasonable technical and organisational safeguards designed to protect personal information.

Payments are processed through Stripe using industry-standard payment-security measures.

CartR does not intentionally store complete card numbers or card security codes in its general customer database. We may retain limited payment information, such as the Stripe transaction identifier, payment status, card type and last four digits.

Please refer to the CartR Privacy Policy for further information.

15. How do I contact CartR support?

You can contact CartR support:

Support requests may be submitted at any time. General support hours are Monday to Friday, 9:00 am to 5:00 pm Sydney time, excluding public holidays.

For an urgent safety issue at a Rental Location, stop using the Cart and contact authorised venue staff. Contact local emergency services if anyone is injured or in immediate danger.

CartR® is a registered trade mark and brand of Trolley Data Management Network Pty Ltd ABN 22 669 540 238.

© 2026 Trolley Data Management Network Pty Ltd. All rights reserved.