General Terms and Conditions – Melbourne Airport Pickup

Welcome to Melbourne Airport Pickup. These General Terms and Conditions govern the provision of all chauffeur services by Melbourne Airport Pickup, its partners, and licensees. By confirming a booking with us, you acknowledge that you have read, understood, and agree to be legally bound by these TERMS AND CONDITIONS.

Service Provision

Melbourne Airport Pickup, along with our partners and licensees, reserves the right to refuse service to anyone without providing a reason. Each entity within the Melbourne Airport Pickup network is accountable for its own services and will not be held responsible for services outside of its direct provision.

Limitation of Liability

Melbourne Airport Pickup and its associates are not liable for any costs or losses, including but not limited to missed flights or connections, that occur due to unforeseen circumstances, changes, cancellations, delays, or errors in booking not directly attributable to our negligence. It is the customer’s responsibility to inform us about any changes to their schedule to avoid potential full charges.

As far as the law allows, Melbourne Airport Pickup and its partners are not responsible for any injuries, deaths, loss or damage to belongings, delays, or any indirect damages that might occur due to negligence, errors, or other reasons related to our services. We also cannot be held liable for any incorrect information regarding the services we offer or their prices if not directly caused by our error.

Customer Responsibilities

Travelers are expected to comply with all local laws and regulations in Victoria, as well as instructions given by Melbourne Airport Pickup chauffeurs and our partners.

Amendments to Bookings

If you need to make any changes to your confirmed booking, we will endeavor to accommodate these changes based on our availability. Melbourne Airport Pickup and our partners reserve the right to apply a fee for any modifications to your booking. This fee is in addition to any other costs that may arise due to the requested changes.

Conduct in Vehicle

• Consumption of Food & Beverages: Food and beverages, excluding bottled water, are not permitted to be consumed inside the vehicle.
• Smoking: In accordance with Victorian law, smoking is strictly prohibited inside any Melbourne Airport Pickup vehicle. If any passenger is found smoking, a cleaning charge may be applied at the discretion of the chauffeur or Melbourne Airport Pickup.
• Pets: Pets are generally not allowed in the vehicles. The only exceptions are accredited guide dogs or hearing dogs, and in these cases, the passenger must provide a blanket or mat for the animal.
• Customer Safety: Our chauffeurs will at all times drive at safe and and sensible speeds, adhering to legal speed limits, traffic conditions, and current road conditions. The chauffeur reserves the right to deny access to a venue or continue a journey if they feel it may put the passengers or vehicle in an unsafe situation.

Charges and Payments

• Credit Card Surcharge: Please note that credit card surcharges may be applied based on the policies of the local Customer Service Centre where your service was provided.
• Credit Card Transactions: When services are paid for using a credit card, the booker agrees to pay the total amount billed or to make payments over time, following the credit card issuer’s standard payment policy.
• Extensions: If you or the passenger request additional time or stops beyond the original booking plan, the person who made the booking will be liable for the additional charges from Melbourne Airport Pickup and our partners for the extra time or stops.
• Extra Charges: Any additional charges for changes or extended time (as outlined above) must be paid directly to the chauffeur before or immediately after the service ends. If your Melbourne Airport Pickup account or a credit card was used for the initial booking, these additional costs can also be charged to that account or card.
• Quotations: A quote from Melbourne Airport Pickup is based on current rates and availability at the time of quotation, with all prices including GST unless otherwise stated. Melbourne Airport Pickup, along with its Operators & Licensees, may adjust prices without prior notice if there are changes in airport charges, road and bridge tolls, entry fees, or parking charges. For airport pickups, we monitor flight arrivals closely. Should there be any delays causing passengers to be late to the pickup point beyond their complimentary waiting time, additional charges will apply for every 5 minutes or part thereof of delay after the flight’s touchdown.

Luggage/Baggage Policy

• Our sedan vehicles typically have a maximum luggage capacity of two (2) standard check-in sized suitcases plus two (2) pieces of hand luggage/soft luggage (carry-on size). Alternatively, they can accommodate one (1) large suitcase, one (1) set of Golf Clubs, and one (1) soft luggage.
• If passengers anticipate having more luggage than a sedan can accommodate, we recommend considering booking a larger vehicle such as a People Mover or a van.
• Any additional luggage transfer beyond the booked vehicle’s capacity may result in extra charges for the client, with prices available upon request at the time of booking.
• For safety reasons and in compliance with transportation regulations, no suitcases will be transported inside the passenger area of the vehicle.

Multiple Pickup/Set Down Points

Extra charges will be applied for any additional pickups or drop-offs along the route, unless they were explicitly included in your initial quote and confirmed in your booking.

Punctuality

Melbourne Airport Pickup and its partners always take careful steps to ensure punctual service. While we strive for absolute punctuality, we, including our operators and licensees, cannot be held responsible for delays caused by unforeseen circumstances such as severe traffic, accidents, extreme weather, road closures, or other events beyond our reasonable control.

Insurance

Melbourne Airport Pickup, along with its operators and licensees, holds insurance that covers passengers, specifically focusing on public liability. This does not constitute travel insurance. While we endeavor to protect your personal belongings, we cannot be held responsible for any loss or damage to them. We strongly recommend ensuring you have adequate personal travel insurance for any items you bring into our vehicles.

Lost & Found

Melbourne Airport Pickup and its partners do not take responsibility for any personal items that are lost or left behind in the vehicle. If an item is found, we will do our best to return it to you, but you will be responsible for any delivery or postage costs. Alternatively, you may arrange to pick up your items from our designated Customer Service Centre.

Seat Belts

In Australia, it is a legal requirement for all passengers to wear seat belts in vehicles where they are provided. This rule must be followed without exception whenever the vehicle is moving.

Child Restraints

As Melbourne Airport Pickup operates as a pre-booked service, legal expectations dictate that adequate notice is given for fitting child restraints, unlike taxi services. Consequently, Australian Law mandates that all children under 8 years old must be securely seated in an approved Baby Capsule, Baby Seat, or Booster Seat appropriate for their age and size. Our company adheres to a national policy ensuring that children under 8 years old are always seated in a child restraint during their journey with us.

While our chauffeurs are committed to installing child restraints safely, we urge parents or caregivers to thoroughly inspect them before the journey begins and make any necessary adjustments. It’s important to note that although our chauffeurs are trained in installing child restraints, they are not professional fitters. Therefore, parents or caregivers should take the same level of care in maintaining their child’s safety as they would in their own vehicle.

Public Holidays & After-Hours Surcharges

• Public Holidays: Additional charges may be applicable on public holidays. We recommend consulting our Customer Service Centre when booking. Surcharges are typically expected on Christmas Day and New Year’s Eve/Day.
• After Hours Surcharges: A 25% Surcharge applies for all vehicle type bookings that begin between 23:00 (11:00 PM) and 04:59 (4:59 AM). Note: Certain contracts or rate schedules may contain different terms to those listed above. The terms contained within valid and current contracts and/or rate schedules will supersede the above terms with respect to After Hour Surcharges.

Special Event Bookings

When booking for special occasions such as weddings, school formals, sporting events, and concerts, you have the option to pay the full amount upfront or just a deposit. Should you opt for a deposit, the rest of the payment needs to be completed either before the event begins or at its end. Please note, additional fees might apply for bookings related to these special events. To secure any booking, valid credit card details will be required.

Subcontracting Policy

Melbourne Airport Pickup, along with our Operators and Licensees, may engage other approved car hire, limousine, or bus service providers as necessary. We ensure these subcontracted providers meet our strict quality standards, having pre-qualified them to offer services on behalf of Melbourne Airport Pickup. Throughout any booking, these providers operate under the continuous supervision of Melbourne Airport Pickup and our team to guarantee the high level of service you expect from us.

Cancellations and Changes to Bookings

To cancel your booking, please contact us by email or telephone as soon as you have received the final booking confirmation. Your change or cancellation will be confirmed by an email from us to the address that you entered at the time of the booking. Refunds will be sent to the original payment method which was used for making the booking.

General Cancellation Policy for Chauffeur Services:

• As-Directed or Hourly Booking Cancellation Terms:
  • Full charges will apply when canceling a Minibus or a Bus/Coach booking within 24 hours from the scheduled pick-up time.
  • Full charges will apply when canceling a Sedan, SUV, or a People Mover booking less than 12 hours prior to the scheduled pick-up time.
  • 50% charge applies when canceling a Sedan, SUV, or a People Mover booking between 12 hours and 24 hours prior to the scheduled pick-up time.
• Wedding Service Cancellation Policy:
  • For the cancellation or rebooking of wedding cars, please provide two weeks’ notice.
  • Cancellations within two weeks will be charged at full cost.
• Packaged or Discounted Bookings: For the cancellation or alteration of any discounted booking, we reserve the right to remove any discounts previously applied.

Cancellation Policy for Melbourne Airport Transfers:

• Pickup from Melbourne Airport: Minimum 1 hour notice required for a 100% refund (less card payment processing fee).
• Pickup from Melbourne CBD: Minimum 2 hours notice required for a 100% refund (less card payment processing fee).
• Pickup from any other location (Melbourne Metro Suburbs): Minimum 4 hours notice required for a 100% refund (less card payment processing fee).
• Pickup from any other location (Regional Victoria): Minimum 24 hours notice required for a 100% refund (less card payment processing fee).

Cancellation Policy for All Other Airport Transfers (Outside Melbourne):

• Cancellation charges will apply when:
  • Cancellations are made with less than 4 hours’ notice prior to the dispatch of the vehicle for Sedans, SUVs, or People Mover bookings within other metropolitan areas.
  • Cancellations are made with less than 24 hours’ notice for minibuses, buses, or coaches (8 seats and above).
  • Cancellations for any vehicle type are made with less than 48 hours’ notice for Canberra bookings during Parliament sitting.
  • Cancellations are made with less than 24 hours’ notice for bookings in Adelaide, Avalon, Brisbane, Canberra, Gold Coast, Hobart, Noosa, Perth, Sydney for all vehicle types.
  • Bookings where the passengers fail to arrive or make contact with the chauffeur or the local Melbourne Airport Pickup Customer Service Centre.

Stricter cancellation policies may apply to any of the above and will be advised to you at the time of booking, superseding these general policies.

Waiting Time

Melbourne Airport Pickup provides generous complimentary waiting time for all bookings, exceeding industry standards. This waiting time is applied as follows:

• 15 minutes complimentary waiting time at homes, hotels, or other non-airport pickups.
• 30 minutes complimentary waiting time at Domestic Airport Terminals (Melbourne Airport T3/T4).
• 45 minutes complimentary waiting time at International Airport Terminals (Melbourne Airport T2).
• 45 minutes complimentary waiting time at Cruise Ship Terminals.

Waiting time is charged in 15-minute increments once any complimentary waiting time has been exhausted. Below waiting time rates include GST. Waiting time rates apply to ALL Melbourne Airport Pickup accounts, as well as individual bookings via the Melbourne Airport Pickup website, unless otherwise specified on your individual rate sheets and/or contracts.

*All flights are monitored using radar, and the complimentary waiting period begins as soon as the plane touches down, irrespective of any delays in the flight schedule.

Limits of Liability & Insurance

Our maximum liability, if accepted, will be restricted to a refund for the specific trip in question. While we take every precaution, we do not assume liability for any unforeseen circumstances beyond our reasonable control. Claims for liquidated damages, consequential losses, or any other indirect costs will not be entertained.

Exclusions

Melbourne Airport Pickup, along with our Operators and Licensees, will not be liable to the Customer for any indirect loss or expense, including loss of profit, resulting from any breach of this contract.

Privacy Policy & Personal Information

The website https://melbourneairportpickup.com/ serves as the online platform for Melbourne Airport Pickup. By utilizing this website and/or our Customer Service Centres, you agree to our terms and conditions as well as our Privacy Policy. Our Privacy Policy pertains to the gathering and utilization of personal information that you may provide to us through interactions on our website. Your ongoing use of our website and its amenities implies your consent to these terms and conditions.

Melbourne Airport Pickup endeavors to ensure the accuracy of the information presented on the website. However, Melbourne Airport Pickup disclaims all liability for any direct or indirect loss or damage resulting from reliance on or omission of any content within our website or publications.

Use of Personal Information

Your personal information is solely utilized for the purpose of booking and facilitating Melbourne Airport Pickup services. By accessing the Melbourne Airport Pickup secure website booking facility, you acknowledge that all information provided by you is your own responsibility, and Melbourne Airport Pickup assumes no liability for any inaccuracies in the information provided pertaining to bookings made through this facility. Your personal information is not shared with third parties unless necessary for fulfilling the obligations of your hire (e.g., providing details to the assigned chauffeur). It may be retained for future booking purposes. If you believe any information to be incorrect, you may contact us to request corrections.

Credit card details are securely processed and stored by PCI-compliant payment gateways for the purposes outlined in our terms and conditions of hire. Melbourne Airport Pickup staff, Operators, and Licensees are bound by confidentiality agreements to ensure the security of personal information.

Disclosure

Melbourne Airport Pickup may be required to disclose your personal information to regulatory authorities and law enforcement officials in compliance with applicable laws. Personal information may also be disclosed to identify, contact, or initiate legal action against anyone who damages, injures, or interferes with our rights or property.