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Office Hours : 9am - 5pm (Mon-Fri)

Telephone : (+61) 2 4362 8892

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Terms and Conditions

1) General:

i) Booking Terms 
The following Terms and Conditions of hire apply to every booking reservation made and are deemed to be individually accepted by the booking client and every travelling passenger at the time of payment being secured. Unless there has been written confirmation provided by office staff, no alteration or variation shall be permitted from these terms.
ii) Booking Alterations: 
Alterations that are requested for any existing booking may cause the total price to increase. Alterations include, but are not limited to, the request for a change in booking times, additional stops, waiting time, route variations. We do make every effort to accommodate any alterations requested but no guarantee can be given if this occurs after the original time of booking. Alterations are only to be performed once authorised by office staff and organised prior to the commencement of a booking. 
iii) No Smoking or Illicit Drug Use: 
Government legislation strictly prohibits any travelling passenger to smoke any substance (including e-cigarettes) or consume any illicit substance in our vehicles whilst on hire. If an offence is committed, there shall be zero tolerance and the chauffeur on duty has the authority to terminate the transfer at their discretion.
iv) Seat Belt Safety Policy: 
Under Government legislation, it is required that every travelling passenger wear the fitted seat belt designated to their seat. This applies to adults and children alike (including those in child restraints). It is the responsibility of each travelling client to ensure they meet all safety requirements permitted as fines may apply for non-compliance.
v) Damages & Cleaning 
a) The booking client is solely financially responsible for all damage costs of any type to the hired vehicle (either to the exterior or interior) caused by any member of their party. Full damage costs shall be assessed at the time of the vehicle returning to base and the booking client contacted with a complete breakdown of damages to be rectified. Damages include, but are not limited to, the perforation or scratching of any material or surface on the vehicle, the staining of any surface (e.g. from spilt drinks or excretion of any bodily fluids) or any cracked/broken surfaces, fittings or fixtures (e.g. windows, body panels, door handles, TV screens, radios). If significant damage is sustained due to dangerous or bad behaviour from any travelling passenger, the chauffeur on duty has the authority to terminate the transfer and eject all/any passengers.
b) Cleaning fees are charged at a starting rate of $250. Depending on the severity of cleaning required, additional charges for the cleaning and any drying time of a vehicle shall be charged at a further $80/hr.
vi) Responsible Consumption of Alcohol: 
The consumption of alcoholic beverages is not permitted in any vehicle unless authorised prior to the time of booking and, if authorised, is at the risk of each travelling passenger. If any passenger is deemed to be highly intoxicated and poses a risk to the driver or any other travelling passenger, the chauffeur on duty has the authority to evict the passenger of concern at their discretion. We promote a safe and reasonable consumption of alcohol at any time and all chauffers are trained in identifying signs of potential passengers of risk. No alcohol is permitted in any vehicle during the hire of School Formals/Proms with no exceptions.
vii) Luggage: 
All luggage being transported is to be secured either in the trunk of a vehicle, in a luggage trailer or to the complete satisfaction of the chauffer on duty. At no time shall items of luggage (e.g. suitcases, surf boards) be permitted to travel inside any vehicle, as this poses a risk to all travelling in the instance of a collision. Luggage trailers can be requested at the time of booking to meet any luggage requirements, both small and large.
viii) Travel Insurance: 
It is highly recommended that travel insurance is in place for any travel being planned (especially to/from airports and cruise terminals) to protect clients against any potential or unforeseen changes beyond their control which may alter their circumstances.
xi) Food consumption: 
Food is not permitted to be consumed in any vehicle whilst on hire at any time. Food included in certain wedding packages shall be provided by the chauffeur on duty once stationery and passengers are out of the vehicle.
xii) Dangerous Behaviour: 
We support a strict No Tolerance policy for dangerous behaviour. If the chauffeur on duty deems there to be a situation where any travelling passengers are acting in a dangerous or threatening manner, they have the authority to immediately terminate the transfer, evict the passengers and contact the police, where a full report shall be made. No reimbursement is claimable if a booking has been terminated due to dangerous behaviour.
At no time shall a travelling passenger place any part of their body outside the vehicle while in motion. This includes both out of windows and any emergency exits (unless there is a genuine emergency for doing so). If a client extends themselves from a vehicle, fines can be applied if the vehicle is stopped by NSW Police.
xiii) Photography: 
Any photographs including a vehicle in our fleet which is provided to our company by a booking client or a third-party company (e.g. photographer) may be used on our social media platforms and website. It is the booking client’s responsibility to disclose whether photographs including any surrounding members of the event are not to be published.

 

2) COVID-19 Clause:

i) Booking Changes & Cancellations: 

As per current advice and guidelines provided by both Fair Trading NSW and by the Australian Competition & Consumer Commission (A.C.C.C.), any transfer bookings made for a future date that have been cancelled or suspended (including those by any Airlines/Cruise Lines) because of a COVID-19 related issue (e.g. Public Health Orders, regional lockdowns, cancelled third party events due to capacity restrictions etc), can only be eligible for a full travel credit of the amount paid, which is valid for 3 years from the date of affected travel. Bookings will be honoured for re-scheduled trips if travel plans have changed. All changes are to be advised as soon as possible by email to bookings@highclasslimousines.com.au”.
(PLEASE NOTE: Unfortunately, no guarantee can be given that any specific booked vehicle may be available on a future date. All re-scheduled bookings where travel credits are redeemed are pending vehicle availability.)
ii) Public Health Orders Requirements: 
a) Both the chauffeur on duty and all travelling passengers are always required to wear a face mask where they are not drinking (this does not apply to children 12 years and under. Other exemptions may apply, and valid proof of exemption is required to be provided prior to travel). 
b) Every travelling passenger is required to Check-In to a unique vehicle QR Code using a smart phone before departure and Check-Out upon journey completion.
c) Transport is not permitted from any location deemed to be a COVID-19 Hotspot. If this occurs after a booking being secured, the journey will be forfeited with the option of either re-booking or a travel credit of the full amount paid being provided for a future booking.
d) If a vehicle that has been booked is enroute for collection and the booking client decides to cancel due to concerns relating to COVID-19, the journey will incur a 100% cancellation fee with no option of re-booking or credit available.
e) Any Terms and Conditions relating to the COVID-19 pandemic may change at any time to comply with the latest Public Health Orders in place and/or any industry requirements.
iii) Vaccination Status: 
Under the current Public Health Order, all passengers are strongly encouraged to be vaccinated. For the safety of our staff and all others travelling, it is also company preference that all passengers are to be vaccinated. At the time of checking into the vehicle, it is company preference that proof of vaccination be provided. 

 

3) Payment Terms:

i) General Hire: 
To secure a new booking reservation, a minimum payment of a 30% non-refundable deposit is required for all bookings (excluding Wedding hire) and full payment is due no later than 14 days prior to the first date of travel. If a booking is made within 14 days of the date of travel, full payment is required to secure the booking.
ii) Wedding Hire: 
Bookings for Wedding hire require a minimum of a 50% non-refundable deposit and full payment is due no later than 28 days prior to the date of travel. 
If a booking is made within 28 days of the date of travel, full payment is required to secure the booking.
iii) Cash Payments: 
Cash payments will only be accepted, and any booking reservations secured once an EFT has shown in our account no less than 14 days prior to the date of travel. Cash payments are not available for bookings made within 14 days of travel and require full payment to be made via Credit Card.

 

 4) Credit Card Requirements:

i) A valid credit card is required to be held on file for all hire occasions as security against any additional costs that may be incurred (additional costs may include additional tolls or parking fees, waiting time, cancellation fees or vehicle damages). Such occasions include airport transfers, cruise transfers, sporting event transfers, concert transfers, general hire and wedding hire. It is the responsibility of the booking client to provide a valid credit card at the time of booking, otherwise the booking may not be to be secured and the booking cancelled.
A merchant fee of 2.3% will be incurred for all credit card payment. The booking client shall be advised of this at the time of booking and the cost listed on the reservation confirmation under “Charges & Fees”. 

 

 5) Cancellation / No-Show Policy: 

i) Cancellations – General Hire: 
If a secured booking is cancelled within 14 days of the date of travel, 100% of the job value is chargeable.
ii) Cancellations – Wedding Hire: 
If a secured booking is cancelled within 28 days of the date of travel, 100% of the job value is chargeable.
iii) No-Show: 
In the event of a vehicle arriving for collection and the chauffeur on duty not being able to locate or contact the travelling passengers, they are authorised to leave and head back to our depot with no possibility of the vehicle returning nor a refund to the client with 100% of the job value chargeable. It is the responsibility of the booking client to confirm all address and time details on their reservation confirmation to avoid a No-Show occurring in error.
iv) Booking Termination: 
At any time while undertaking a booking, if the chauffeur on duty has for any reason terminated the transfer within their authority or at the specific order of office staff, 100% of the job value is chargeable and the completion of the remaining booking forfeited by the traveling passengers.

 

 6) Refunds & Travel Credits:

i) Refunds – General Hire: 
Refunds are only permitted if a secured booking is cancelled in writing and is received by our office staff on a date greater than 14 days prior to of the date of travel, minus any non-refundable deposit, administration fees or credit card transaction fees.
ii) Refunds– Wedding Hire: 
Refunds are only permitted if a secured booking is cancelled in writing and is received by our office staff on a date greater than 28 days prior to of the date of travel, minus any non-refundable deposit, administration fees or credit card transaction fees.
iii) Credits: 
a) In the event of a booking being cancelled, the booking client may choose to select a travel credit for the available refundable amount which shall be placed onto their account for future use within 6 months (excludes COVID-19 Travel Credits – see below).
b)Available travel credits can be usedtoward any transfer of the booking client’s choice. Credits may be transferred from one person to another only once written consent from the original booking client has been received by our office staff. The credits will be removed from the original booking clients account and reallocated accordingly.
c)Credits that have been allocated due to a COVID-19 issue are valid for 3 years from the date of affected travel. 

 

 7) Additional Waiting Time & Extended Hire (excluding airport & cruise arrivals):

i) A loading period of 5 minutes is provided for each arranged pick up and drop off location to allow travelling passengers to enter and exit the vehicle. Should this time be extended, additional waiting time shall be chargeable to the booking client in blocks of 5 minutes at the appropriate hourly rate that corresponds to the vehicle on duty.
ii) For any booking type, additional waiting time may be available to be accommodated at the request of the booking client with approval from office staff. However, there is no guarantee additional waiting time may be available and it is best to organise exact routing information at the time of booking to avoid any additional costs. If available, additional waiting or extended hire time shall be chargeable to the booking client in blocks of 5 minutes at the appropriate hourly rate that corresponds to the vehicle on duty.

 

8) Unforeseeable Circumstances 

i) In the event of a vehicle breakdown or accident prior to the date of travel, every effort shall be made to supply the booking client with an alternative vehicle of similar description. The booking client shall always be notified if this occurs to discuss the possible option of a free vehicle upgrade. If a breakdown occurs while on duty, the chauffeur on duty will contact our office staff and an alternative shall be arranged immediately. The booking client is unable to hold the company, chauffeur, or vehicle financially liable in the event of a delayed arrival to a third-party function due to mechanical failure.  
ii) The chauffeur and vehicle on duty shall always be dispatched at a time appropriate to arrive on time as per the booking details. However, if in the rare occasion, the chauffeur and vehicle are delayed arriving on time due to either traffic delays or inclement weather, the booking client shall be notified immediately. The booking client is unable to hold the company, chauffeur, or vehicle financially liable in the event of a delayed arrival to a third-party function due to traffic delays or inclement weather. 

 

 9) Quotation:

i) At the time of receiving a written quotation, the price provided is inclusive of GST and all listed vehicles/services are currently available to be secured. Quoted bookings are only available to be secured within 14 days of the initial quotation, so long as the requested vehicle is still available at that time. Additional costs may be added for additional services, extended hire length and particular requested routing. These costs shall be advised in a revised quote before the booking is finalised.

 

10) Vehicle Access & Road Rules:

i) Certain vehicles in our fleet are of extraordinary dimensions and therefore may not be able to access some locations. The booking client shall be notified at the time of enquiry if any requested locations are not accessible by any vehicle (to the best of our knowledge). Each chauffeur plans their own travel routes ahead of undertaking a booking. However, on occasion, the chauffeur on duty may deem any location a high-risk negotiation and has the authority to refuse to take the vehicle along the pre-planned route if access is not possible or not safe. We shall always endeavour to collect and drop of all travelling passengers to the closest possible point. If the road does not have access for stopping, the chauffeur on duty will not stop at any location if it is illegal to do so. Travelling passengers are unable to enter or exit while the vehicle is in motion and the chauffeur shall try to locate a suitable stopping point as soon as possible. If for any reason, the vehicle is unable to access certain roads or venues due to accessibility, weather, road closures/erosion, an alternative route shall be sought. If no alternative is available and the vehicle is unable to access a certain location in a legal and safe manner, the chauffeur on duty has the authority to forfeit the location. In this instance, the booking client is not entitled to any form of reimbursement for the journey booked and is unable to hold the company, chauffeur, or vehicle financially liable for the loss of arrival to a third-party function.

 

11) Airport Meeting Points & Allocated Wait Times:

i) Sydney – International Terminal T1: 
On arrival to Sydney International Terminal (T1), the chauffeur on duty shall contact the booking client to provide a location status update once the flight being tracked has landed. Once confirmed, the chauffeur shall enter the collection area and meet the travelling passengers outside of gates A or B (depending on the arriving airline). 45 minutes of waiting time is included for International collection. Extended waiting times shall be charged appropriate to the hourly rate of the vehicle on duty in 5 minute increments.
ii) Sydney – Domestic Terminal T2 (Virgin / Jetstar): 
On arrival to Sydney Domestic Terminal (2), the chauffeur on duty shall contact the booking client to provide a location status update once the flight being tracked has landed. Once confirmed, the chauffeur shall enter the kerbside collection area and meet the travelling passengers outside of Baggage Collection Carousel #5 (in front of the taxi zone). 10 minutes of waiting time is included for Domestic kerbside collection. Extended waiting times shall be charged appropriate to the hourly rate of the vehicle on duty in 5 minute increments.
iii) Sydney – Domestic Terminal T3 (Qantas): 
On arrival to Sydney Domestic Terminal (3), the chauffeur on duty shall contact the booking client to provide a location status update once the flight being tracked has landed. Once confirmed, the chauffeur shall enter the kerbside collection area and meet the travelling passengers outside of most Easternly Exit Doors (in front of the taxi zone). 10 minutes of waiting time is included for Domestic kerbside collection. Extended waiting times shall be charged appropriate to the hourly rate of the vehicle on duty in 5 minute increments.

 

12) Insurance & Public Liability:

i) The insurance and public liability policies held by our company only commences for the travelling passengers once entered the booked vehicle and then terminates on the exiting of the booked vehicle.

 

13) Privacy Policy:

i) Any information that is provided to our company is held in our secure and encrypted online booking system. Addresses, names, credit card numbers, contact numbers and email address are only accessible by authorised staff. We may be obliged to disclose any personal data to regulatory authorities and law enforcement officials in accordance with applicable law. Personal information may be disclosed to identify, contact, or bring legal action against anyone damaging, injuring, or interfering with our rights or property. 

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Unfortunately, due to the current circumstances surrounding the current attempt to control the wide-spread of the Coronavirus (COVID-19), the government have now implemented certain procedures to assist in the reduction of possible transmission amongst travellers and drivers.

 

 

Vehicle Sanitisation  &  Cleaning Procedures:

All vehicles are sanitised after every transfer is performed. We are focused on the strict cleaning of highly touched surfaces. These areas include surfaces such as door handles, window switches, seat belts, head rests, steering wheel, radio and air-conditioning controls, window interiors and much more. We use both antibacterial spray and wipes to help reduce the possible spread of any bacteria from one client to another. Hand sanitiser is also now available in all vehicles for client use.

 

 

Reservation Changes  &  Cancellations due to COVID-19:

As per current advice and guidelines provided by both Fair Trading NSW and by the Australian Competition & Consumer Commission (A.C.C.C.), any transfer bookings made for a future date that have been cancelled or suspended (including those by any Airlines/Cruise Lines) because of a COVID-19 related issue (e.g. Public Health Orders, regional lockdowns, cancelled third party events due to capacity restrictions etc), can only be eligible for a full travel credit of the amount paid, which is valid for 3 years from the date of affected travel. Bookings will be honoured for re-scheduled trips if travel plans have changed. All changes are to be advised as soon as possible by email to bookings@highclasslimousines.com.au”.
(PLEASE NOTE: Unfortunately, no guarantee can be given that any specific booked vehicle may be available on a future date. All re-scheduled bookings where travel credits are redeemed are pending vehicle availability.)

 

 

Face Masks are now COMPULSORY:

Newly implemented restrictions state that both drivers and travelling passengers are both required to wear a face mask during any transfer.

Should a passenger not be wearing a mask, a driver may refuse to provide service as it may be a safety risk. This does not apply to

  • children under 12

  • persons with a physical or mental health illness or condition, or disability that makes wearing a fitted face covering unsuitable including, for example, a skin condition, an intellectual disability, autism or trauma.

 

 

WE ALWAYS STRONGLY ADVISE TRAVEL INSURANCE

for all transfers to/from both domestic and international ports of entry into and exit from Australia (this includes both cruises and airports!).

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