Terms & Conditions

These Terms & Conditions govern your use of the Chauffeur Australia website and any booking made with Australia Taxi Service, trading as Chauffeur Australia (“we”, “us”, “our”). By visiting our website or submitting a booking, you agree to be bound by these terms.

If you do not agree with any part of these terms, please do not use our website or submit a booking. These terms apply to all bookings made directly through our website, by phone, or through a corporate account.

These terms should be read alongside our Privacy Policy, which explains how we collect, use and protect personal information provided as part of a booking.

“Customer”or “you” means the person making or named on a booking. “Chauffeur”or “driver” means the professional driver assigned to carry out a booking.

“Booking” means a confirmed request for a chauffeur transfer, including the agreed pickup, destination, vehicle type and fare. “Vehicle” means the car or other vehicle allocated to carry out a booking.

“Platform” means our website and any related booking systems used to arrange, confirm or manage a transfer.

A booking is only confirmed once you receive confirmation from us, either by email or through our booking platform. A submitted request is not a confirmed booking until this confirmation is issued.

You are responsible for providing accurate pickup, destination, timing, passenger and luggage details at the time of booking. Inaccurate information may affect vehicle allocation, pricing or the chauffeur’s ability to complete the trip as expected.

Changes to a confirmed booking, such as a change of date, time or destination, should be requested as early as possible and are subject to availability and, where applicable, a revised quote.

We will confirm any change to your booking in writing before it is treated as final, so both parties have a clear record of the updated arrangement.

Payment is due in accordance with the method agreed at the time of booking, which may include payment in advance, payment on the day, or invoicing under an approved corporate account.

Card payments are processed through a secure, independent payment provider. By providing payment details, you authorise us to charge the agreed fare, along with any additional charges properly incurred under these terms, such as extended waiting time.

Corporate account customers are billed in accordance with the payment terms agreed when the account was established.

If a payment is declined or cannot be processed, we may contact you to arrange an alternative payment method before your booking can be confirmed.

Quotes are based on the pickup location, destination, vehicle type, passenger numbers and timing provided at the time of booking. Quotes are fixed once confirmed, provided the details of the trip do not change materially.

If actual trip details differ materially from what was booked — such as an additional stop, a different destination, or a larger vehicle becoming necessary — we reserve the right to issue a revised quote reflecting the updated trip.

All prices are shown in Australian dollars and are inclusive of applicable taxes unless stated otherwise.

We do not apply surge or demand-based pricing after a quote has been confirmed, even during busy periods, public holidays or major events.

Vehicles are allocated based on availability at the time of your booking. While we make reasonable efforts to provide the specific vehicle type requested, availability cannot always be guaranteed.

Where your requested vehicle type is unavailable, we may substitute a comparable or superior vehicle at no additional cost, or contact you to discuss alternative arrangements.

You are responsible for being ready at the agreed pickup location at the confirmed time, and for providing accurate contact details so your chauffeur can reach you if needed.

You must ensure that any special requirements — such as child seats, additional luggage space or accessibility needs — are communicated at the time of booking so appropriate arrangements can be made.

You are responsible for complying with reasonable safety instructions given by your chauffeur during the course of a trip.

You are also responsible for any loss or damage to the vehicle caused by you or a passenger travelling with you, beyond normal wear associated with the trip.

Passengers are expected to behave respectfully towards chauffeurs and to comply with reasonable safety requirements, including wearing seat belts where fitted.

We reserve the right to refuse or terminate a trip, without refund, where a passenger’s behaviour is abusive, unsafe, illegal, or puts the chauffeur, vehicle or other passengers at risk.

Smoking is not permitted in any vehicle. Consumption of alcohol brought onto the vehicle is at the chauffeur’s discretion and subject to any applicable local regulations.

Each vehicle type has a reasonable luggage allowance based on its size. If you expect to travel with more luggage than a standard sedan or SUV can accommodate, please advise us at the time of booking so a suitably sized vehicle can be arranged.

We are not liable for items left behind in a vehicle, though we will make reasonable efforts to help reunite you with any belongings reported to us as soon as possible after your trip.

Fragile, valuable or irreplaceable items should be carried and monitored personally rather than left unattended in luggage during a trip.

A standard waiting time allowance is included with airport pickup bookings to account for disembarkation, baggage claim and customs, typically longer for international arrivals than domestic ones.

Waiting time beyond the included allowance may be charged at a standard additional rate, which will be communicated at the time of booking or upon request.

Where you have provided your flight details, we track your flight and automatically adjust your pickup time in the event of an early arrival or a delay, at no additional charge for reasonable delays.

Significant delays or schedule changes may occasionally require us to reassign your booking to a different available chauffeur to ensure your pickup is still met.

Bookings may be cancelled free of charge up until a reasonable period before the scheduled pickup time, as communicated at the time of booking or in your booking confirmation.

Cancellations made after this period, or within a shorter window before pickup, may incur a cancellation fee to reflect the vehicle and chauffeur time reserved for your trip.

Cancellations can be made by contacting us using the details in this policy or through the contact information provided in your booking confirmation.

If you need to cancel only part of a multi-leg or return booking, let us know which leg is affected so the remaining trips can continue as planned.

Where a trip cannot be completed due to an error or failure on our part, such as a chauffeur not arriving as booked, you are entitled to a full refund of the fare paid for that trip.

Refunds for eligible cancellations are processed back to the original payment method within a reasonable timeframe. Fees properly charged under our cancellation or no-show policy are not refundable.

If you believe a charge was applied incorrectly, contact us with your booking reference and we will review the trip details before confirming any refund.

A booking is treated as a no-show if the passenger is not present at the agreed pickup location within the applicable waiting time and cannot be reached using the contact details provided.

A no-show fee, up to the full value of the booked fare, may apply where a chauffeur has attended the pickup location as booked and the passenger does not arrive.

Where a flight, delay or genuine miscommunication contributed to a missed pickup, contact us as soon as possible so we can review the circumstances.

Chauffeurs are required to hold the appropriate licences under state passenger transport regulations, to maintain their vehicle to a professional standard, and to conduct themselves professionally throughout every trip.

Chauffeurs are expected to drive safely and in accordance with road rules, to assist with luggage where reasonably practicable, and to communicate promptly if a pickup is delayed for any reason.

Any concerns about a chauffeur’s conduct on a specific trip should be reported to us so the matter can be reviewed appropriately.

We are not liable for delays, cancellations or failures to perform a booking caused by events beyond our reasonable control, including extreme weather, natural disasters, road closures, traffic incidents, civil unrest or government restrictions.

Where such an event affects a booking, we will make reasonable efforts to notify you and to rearrange or refund the booking where appropriate.

To the maximum extent permitted by law, our liability for any claim arising from a booking is limited to the value of the fare paid for that booking. We are not liable for indirect or consequential loss, such as missed connections or lost business opportunities.

Nothing in these terms excludes, restricts or modifies any consumer guarantee or right that cannot lawfully be excluded under the Australian Consumer Law.

This limitation applies to the fullest extent permitted by law and does not affect any rights you may have that are not capable of being excluded by agreement.

All content on our website, including text, graphics, logos and branding, is owned by or licensed to us and is protected by applicable intellectual property laws.

You may not reproduce, distribute or create derivative works from any part of our website without our prior written permission.

You agree to use our website only for lawful purposes and in a manner that does not infringe the rights of, or restrict the use and enjoyment of the site by, any third party.

You must not attempt to gain unauthorised access to our systems, interfere with the operation of our website, or use automated tools to extract data from our platform without permission.

We reserve the right to suspend or restrict access to our website or booking platform for any user who breaches these terms.

Any content you submit through our website, such as booking notes or enquiries, must not be unlawful, defamatory or infringe the rights of any third party.

Our collection, use and handling of personal information provided as part of a booking or through use of our website is described in our Privacy Policy, which forms part of these terms by reference.

We may update these Terms & Conditions from time to time to reflect changes in our services, operational requirements or applicable law. Updates will be published on this page with a revised “Last Updated” date.

Continued use of our website or services after any update constitutes acceptance of the revised terms. Bookings already confirmed remain subject to the terms in effect at the time of booking.

These terms are governed by the laws of Australia and the state or territory in which the relevant booking is primarily carried out. Any disputes arising from these terms are subject to the non-exclusive jurisdiction of the courts of that state or territory.

If you have any questions about these Terms & Conditions, or need help understanding how they apply to a specific booking, please get in touch using the contact details below.