Booking & Cancellation Policy

1. About this Policy

These terms apply to bookings for airport transfers, shuttle services and related passenger transport services provided by the shuttle operator (“Operator”).

By making a booking, the person making the booking accepts these terms on behalf of themselves and all passengers included in the booking.

Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

2. Bookings

A booking is confirmed when the customer receives a booking confirmation from the Operator or its authorised booking provider.

Customers are responsible for checking that all details shown on the confirmation are correct, including:

• passenger name and contact details;
• travel date;
• flight number;
• scheduled flight arrival or departure time;
• airport and terminal;
• pickup location;
• destination;
• number of passengers; and
• luggage or special transport requirements.

The Operator is not responsible for problems resulting from incorrect information supplied by the customer.

Customers should provide a mobile telephone number on which they can be contacted on the day of travel.

3. Fares and Payment

The fare applicable to the booking will be disclosed before the booking is confirmed.

Unless otherwise stated, payment is required at the time of booking.

Any additional charges for oversized luggage, additional stops, waiting time or other additional services must be disclosed before they are charged.

Where required by law, all compulsory fees, charges, taxes and levies will be included in or disclosed as part of the fare.

4. Changes to a Booking

A customer may request a change to a booking, including the date, time, flight or pickup details.

Changes requested at least 24 hours before the scheduled pickup will normally be made without an amendment fee, subject to availability.

Any difference in the applicable fare for the new service will be payable by the customer.

Changes requested less than 24 hours before travel are subject to vehicle and driver availability and may be treated as a late cancellation and rebooking.

5. Customer Cancellations

Cancellation 24 hours or more before pickup

Bookings cancelled at least 24 hours before the scheduled pickup time may be:

• refunded in full; or
• transferred to another available service at the customer's request.

Any genuinely non-refundable third-party charge may only be deducted where it was clearly disclosed when the booking was made and the deduction is permitted by law.

Cancellation less than 24 hours before pickup

Bookings cancelled less than 24 hours before the scheduled pickup are not normally eligible for a cash refund.

Provided the vehicle or driver has not already been dispatched or specifically committed to the booking, the amount paid may instead be held as a travel credit for the customer.

The credit:

• is valid for 12 months from the date of the original booking;
• may be applied to another shuttle booking;
• is subject to availability;
• is not redeemable for cash; and
• may require payment of any difference where the new service costs more.

6. Last-Minute Flight Cancellation or Delay

Airline delays and cancellations are outside the Operator's control.

Customers should contact the Operator as soon as they become aware that their flight has been cancelled, significantly delayed or changed.

Where notification is received before the driver or vehicle has been dispatched, the Operator will use reasonable efforts to:

• move the booking to another appropriate service; or
• provide a travel credit.

Where the driver or vehicle has already been dispatched or committed to the pickup, the booking is treated as having entered service and no cash refund is payable.

Where the passenger was unable to travel because of a documented airline cancellation or significant airline delay, any amount remaining after reasonable and genuinely incurred driver, vehicle or call-out costs may be issued as a travel credit valid for 12 months.

The Operator may request evidence of the airline cancellation or substantial delay.

7. Delayed Arriving Flights

Where a valid flight number has been provided, the Operator may monitor the scheduled arrival time and will make reasonable efforts to accommodate normal airline delays.

Flight monitoring does not guarantee that a particular driver or vehicle will be able to wait indefinitely.

If a significant delay means that:

• the original vehicle cannot reasonably wait;
• another booked service would be disrupted;
• the driver's permitted operating hours would be exceeded; or
• the service would fall outside the Operator's operating hours,

the passenger may be transferred to the next reasonably available service.

If no suitable service is available, the circumstances will be considered in accordance with these terms and the Australian Consumer Law.

8. Pickup and Waiting Time

Passengers must be at the confirmed pickup or meeting location at the time specified in their booking confirmation.

Airport passengers must allow sufficient time to:

• leave the aircraft;
• collect luggage;
• complete immigration and customs formalities where applicable; and
• reach the nominated meeting point.

Passengers who expect to be delayed should contact the Operator immediately.

Drivers are not required to wait indefinitely where doing so would delay other passengers or services.

Any applicable included waiting period or waiting-time charge should be advised as part of the booking.

9. No-Shows

A passenger will normally be treated as a no-show where:

• the passenger does not attend the nominated pickup location within the permitted waiting period;
• the passenger cannot be contacted using the details supplied with the booking;
• the passenger leaves the pickup location without contacting the Operator; or
• the passenger makes alternative transport arrangements without cancelling the shuttle booking.

No-show bookings are non-refundable because the vehicle and driver have been allocated to provide the booked service.

The Operator may, at its discretion, offer a travel credit in exceptional circumstances.

10. Customer Contact Obligations

Customers experiencing a problem with a pickup should make reasonable attempts to contact the Operator before arranging alternative transport.

This gives the Operator an opportunity to locate the vehicle, correct a pickup problem or arrange an alternative service.

This requirement does not affect any rights the customer may have under the Australian Consumer Law where the Operator has failed to provide the contracted service.

11. Operator Cancellation

The Operator may cancel or alter a service where reasonably necessary because of circumstances including:

• vehicle breakdown;
• driver illness or unavailability;
• road closures;
• severe weather;
• accidents;
• airport closures or restrictions;
• emergency or safety concerns; or
• other circumstances outside the Operator's reasonable control.

Where possible, the Operator will offer a reasonable alternative service.

Where the Operator is unable to supply the booked service or an appropriate alternative within a reasonable period, the customer will be entitled to any remedy required by Australian Consumer Law, which may include a refund.

12. Traffic and Journey Times

Pickup and journey times may be affected by traffic, roadworks, accidents, weather, airport congestion and other factors outside the Operator's reasonable control.

Customers travelling to an airport are responsible for booking a service that provides reasonable time to reach the airport before their airline's required check-in or boarding time.

The Operator may recommend minimum travel allowances for domestic and international flights.

The Operator does not guarantee that circumstances outside its reasonable control will not result in delays.

Nothing in this clause excludes liability that cannot legally be excluded, including rights arising under the Australian Consumer Law.

13. Passenger Conduct and Operator's Right to Refuse Carriage

The Operator or driver may refuse to carry, or may remove from a service, a passenger where reasonably necessary for safety or the comfort of other passengers, including where the passenger:

• is violent, threatening or abusive;
• is seriously intoxicated;
• behaves in a manner likely to endanger the driver, vehicle or other passengers;
• refuses to comply with reasonable safety instructions;
• carries prohibited or dangerous items;
• causes significant damage or disruption; or
• attempts to travel with luggage or equipment that cannot safely be carried.

A passenger refused transport because of their own serious misconduct will not normally be entitled to a refund.

This clause does not permit unlawful discrimination.

14. Luggage

Customers must disclose oversized or unusual luggage when making the booking, including items such as:

• surfboards;
• bicycles;
• skis;
• large sporting equipment;
• mobility devices; or
• unusually large or numerous bags.

The Operator may refuse an item that cannot safely or legally be carried in the allocated vehicle.

Passengers remain responsible for their personal belongings except to the extent loss or damage results from conduct for which the Operator is legally responsible.

15. Children and Special Requirements

Customers must tell the Operator when children, infants, passengers with reduced mobility or passengers requiring special assistance will be travelling.

The availability and legal requirements relating to child restraints, wheelchair transport and mobility equipment depend on the vehicle and applicable transport legislation.

The Operator may decline a booking where it cannot safely or lawfully provide the required service.

16. Safety

Passengers must comply with all reasonable safety directions provided by the driver.

Seatbelts must be worn where required by law.

Passengers must not interfere with the driver or the safe operation of the vehicle.

17. Third-Party Operators

Where a booking is fulfilled by another authorised transport provider, the customer may be carried by that provider on behalf of the Operator.

The Operator will only engage transport providers that it reasonably believes are properly authorised, insured and qualified to provide the relevant passenger transport service.

The identity of the actual transport provider may be advised in the booking confirmation or before travel where appropriate.

18. Liability

To the maximum extent permitted by law, the Operator is not responsible for loss caused solely by circumstances outside its reasonable control, including airline disruption, airport congestion, road closures, severe weather or traffic incidents.

The Operator does not exclude responsibility for its own negligence or for any consumer guarantee, statutory right or other liability that cannot lawfully be excluded or limited.

Where the Australian Consumer Law provides a passenger with a right to compensation for reasonably foreseeable loss arising from a failure by the Operator, these terms do not restrict that right.

19. Refund Processing

Where a refund is payable, the refund will ordinarily be made to the original payment method.

Refunds will be processed within a reasonable period.

Bank, card issuer or payment-provider processing times are outside the Operator's control.

20. Complaints

Customers should contact the Operator as soon as reasonably possible if they have a complaint concerning a booking or service.

Customers should provide:

• their booking reference;
• travel date;
• passenger name;
• details of the issue; and
• the outcome they are seeking.

The Operator will investigate the matter and respond within a reasonable period.

21. Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under applicable law.

Where there is any inconsistency between these terms and a right that cannot lawfully be excluded, the applicable law prevails.

22. Governing Law

These terms are governed by the laws applying in the Australian state or territory in which the relevant transport service is principally provided, together with applicable Commonwealth law.