Booking Terms & Conditions

Version 2026-10-17.4 | Please read these terms and your booking-specific fare conditions before payment.

Version 2026-10-17.4

Australia Luxury Transport Pty Ltd trading as Australia Luxury Transport

Booking office: info@merlux.com.au

1. PARTIES, DEFINITIONS AND APPLICATION

1.1 These terms govern pre-booked passenger transport supplied by the company identified above (Operator, we, us). Customer or you means the person or organisation identified as the contracting customer in the accepted booking. Passenger means any person travelling under that booking. A person acting for an organisation must have authority to make the booking and identify that organisation.

1.2 Booking means the itinerary, vehicle class, passenger requirements, approved fare and booking-specific conditions accepted by both parties. Approved Fare means the final all-inclusive amount expressly approved before payment. Pickup Time means the agreed local time at the pickup location. Written includes an email or a recorded message through our booking system.

1.3 These terms, the accepted itinerary and the approved booking-specific conditions constitute the agreement. An expressly agreed booking-specific variation prevails over an inconsistent general provision, but cannot displace a right or obligation that the law does not permit the parties to exclude. Marketing material does not override an express promise made to you.

2. REQUESTS, ACCEPTANCE AND PREPAYMENT

2.1 All services must be pre-booked and prepaid unless a separate written account agreement expressly provides otherwise. An estimate, enquiry, payment link or provisional itinerary does not itself reserve a vehicle. A booking is confirmed when we have accepted the service and received the Approved Fare in cleared funds, or expressly accepted a permitted account arrangement, and issued confirmation.

2.2 You must review the itinerary, fare and applicable terms before payment. We record acceptance of the applicable version and provide that version with the confirmation. Please notify us promptly of an error. An error does not entitle either party to impose a material change without agreement or to disregard applicable statutory rights.

2.3 The contracting Customer remains responsible for the agreed fare even if payment is to be made by a passenger, guest or another party. A failed, reversed or incomplete payment does not discharge a valid payment obligation. We may suspend an unpaid service after reasonable notice and an opportunity to resolve the issue where practicable. An unaccepted quotation does not create a debt for the full fare. Liability remains subject to lawful cancellation, refund and payment-dispute rights.

2.4 Payment must be made by an approved secure payment method. Card details must not be sent by ordinary email. These terms do not authorise an unspecified debit to a stored card. Any subsequent charge requires an explanation, a proper invoice and appropriate payment authorisation or another lawful recovery process.

3. APPROVED FARE, GST AND INCLUDED COSTS

3.1 All monetary amounts are in Australian dollars. The Approved Fare includes applicable GST and the full tolls, parking, airport access fees, selected stops and other charges required for the agreed itinerary. It also includes any agreed driver-duty, accommodation and away-allowance costs. The invoice states one all-inclusive transport fare; tolls and parking are not added again or collected separately for that itinerary.

3.2 Vehicle cards and initial route calculations are estimates until reviewed. The approved quote must identify the scope of service, included waiting and kilometres, applicable excess rates and any special conditions before payment. Toll assessment must use the relevant road, city and actual vehicle classification; a passenger-car toll estimate is not represented as a verified commercial-vehicle toll.

3.3 Night and the applicable day percentage are added to the same service fare without compounding. A public holiday replaces Saturday/Sunday percentages. Disclosed stop charges and agreed operating costs form part of the Approved Fare; they are not additional time-of-day percentage surcharges. Each additional waypoint attracts the quoted charge within AUD 10-30, included in the approved total.

3.4 We do not increase an agreed fare solely because ordinary traffic delays the agreed journey or a toll estimate proves inaccurate. Additional customer-requested service, chargeable waiting, exceptional cleaning or damage is dealt with under the relevant provision below. No amount may be recovered twice. A material service variation and its price require agreement before it is performed, except where an immediate safety response is required; that response does not itself authorise an undisclosed fee.

4. CUSTOMER INFORMATION AND SPECIAL REQUIREMENTS

4.1 Provide a complete street address or identified venue for every pickup, waypoint and destination, together with accurate local dates and times, passenger numbers, contact details and luggage requirements. A suburb alone is insufficient. Advise us promptly of changes and ensure the nominated passenger can be contacted around pickup.

4.2 Child restraints, accessibility assistance, mobility equipment, assistance animals, unusually large luggage and other special requirements must be disclosed before confirmation so that lawful and suitable arrangements can be agreed. We comply with applicable accessibility and anti-discrimination obligations. Assistance animals are not treated as ordinary pets where the law requires otherwise.

4.3 The booked vehicle must accommodate every passenger, including children, and the agreed luggage safely and lawfully. The driver may refuse unsafe loading or an instruction contrary to law. Additional capacity or a different vehicle is subject to availability and an agreed revised fare; no passenger is to be carried unlawfully.

5. AIRPORT ARRIVALS AND MEET-AND-GREET

5.1 Airport pickups require a flight number, flight arrival date, estimated landing time, domestic or international arrival type, terminal where known and passenger contact details. Flight information must be kept current. Flight details in the booking form do not constitute a promise of automated flight tracking; the Operator confirms the collection arrangements.

5.2 For a standard flight-arrival collection, complimentary waiting is limited to 30 minutes for a domestic flight or 60 minutes for an international flight, measured from actual aircraft landing. Landing is distinct from arrival at the gate. The airport allowance replaces, and is not added to, the ordinary vehicle allowance. A flight delay before landing does not consume the post-landing allowance.

5.3 You may request collection at a later time after landing. Where we accept that time in writing, waiting is not charged before the agreed later Pickup Time. The ordinary vehicle allowance in clause 6 then applies from that time. A requested change after dispatch may involve reasonable additional costs, but any such costs must be explained and agreed and must not duplicate parking or waiting already included.

5.4 For planning only, suggested intervals after arrival at the gate are: domestic, approximately 10 minutes; international first class, approximately 10 minutes with hand luggage only or 20 minutes with checked luggage; international business class, approximately 20-40 minutes; and international economy, approximately 30-60 minutes. These are indicative planning intervals, not guaranteed clearance times or airline service standards. Immigration, customs, baggage delivery, remote stands and assistance requirements may take longer.

5.5 Contact us if you need additional time or your flight changes. An extension depends on vehicle availability and safe working hours. We will make reasonable contact attempts before treating a passenger as a no-show. If a materially changed arrival cannot be accommodated, we will discuss alternatives and any applicable refund rights rather than automatically forfeit the fare.

6. WAITING, NO-SHOWS AND EXTENSIONS

6.1 At non-airport pickups and agreed later airport pickups, complimentary waiting from Pickup Time is: business cars and passenger vans, 15 minutes; small buses or Sprinters, 20 minutes; large minibuses, 30 minutes; and coaches, 45 minutes. The confirmation identifies the applicable allowance. An ordinary allowance does not apply in addition to the standard airport allowance.

6.2 Customer waiting beyond the applicable allowance is charged at the confirmed vehicle hourly waiting rate in commenced 15-minute blocks. Each block costs one quarter of that hourly rate; 16 chargeable minutes therefore uses two blocks. The rate must be disclosed before payment. Relevant arrival, waiting, contact-attempt and departure times are recorded and may be requested.

6.3 No waiting fee arises from our early arrival, our own lateness or ordinary traffic delay on the agreed route. Time already paid for within hourly hire is not charged again as waiting. Additional time requires agreement and remains subject to driver availability and lawful work and rest limits.

6.4 A no-show may be recorded only after the agreed arrangements and relevant allowance have been considered, reasonable attempts to contact the nominated passenger have failed, and the driver cannot reasonably continue waiting. Any cancellation deduction remains subject to clause 9 and applicable law; the label no-show does not create an automatic penalty.

7. HOURLY HIRE, ROUTES AND BOOKING CHANGES

7.1 Hourly hire is subject to the confirmed minimum duration, hourly rate, included kilometres per booked hour and excess-kilometre rate. Unlimited kilometres are not implied. The quote must specify the total kilometre allowance, agreed starting and ending points, any geographic limits and whether depot or return movements form part of the booked service.

7.2 Any planned excess distance must be included in the Approved Fare. Additional distance or time outside the agreed scope is chargeable only at the disclosed rates and on the basis of an agreed variation. Ordinary traffic does not by itself create an additional charge. A waypoint charge does not replace agreed chargeable waiting beyond the time included for that stop.

7.3 Requests to alter dates, times, addresses, stops, passenger numbers or vehicle class are subject to availability and written acceptance. Until a variation is accepted, the existing booking remains in effect. A request to change a booking is not automatically a cancellation. If you elect to cancel instead, clause 9 applies subject to your statutory rights.

8. DRIVER DUTY, ACCOMMODATION AND FATIGUE

8.1 Our customer-pricing policy provides for an agreed additional driver-duty cost for work exceeding eight hours per driver per duty day. The quoted incremental rate and reviewed driver plan determine that cost. The eight-hour threshold is a retail pricing rule, not a statement of any employee's statutory overtime entitlement. Compliance with applicable awards, agreements, employment and contractor obligations remains the Operator's responsibility.

8.2 An itinerary exceeding 12 hours must include an approved rest or relief plan and suitable accommodation of at least four-star rating, including day-use accommodation where required. The quote identifies the hotel, verified rating, minimum charge and required room/night or day-use units. If suitable accommodation is unavailable, the itinerary must be revised or declined; a lower standard is not substituted without addressing the agreed service requirements. Accommodation supplied by the Customer and accepted by us is not charged again.

8.3 For each assigned driver required to remain away from base, an away allowance of AUD 150 including GST applies for each commenced 24-hour period, measured from the agreed departure from base until return. The first period begins on departure; a further period begins after each complete 24 hours. The driver count, duration and number of periods must be disclosed in the quote. Accommodation and the allowance are separate costs included in the final fare.

8.4 Rest, accommodation or a relief driver may be required on a shorter itinerary. We assess the actual vehicle, jurisdiction, applicable fatigue regime, prior and cumulative work and rest, fitness to drive and record-keeping obligations. Driving, loading, preparation, repositioning and other work are considered as required by the applicable rules. Waiting is not automatically qualifying rest.

8.5 Applicable heavy-vehicle and bus fatigue laws, work and rest limits, chain-of-responsibility duties and local safety obligations take priority over a requested schedule. Relevant Victorian bus requirements and Western Australian and Northern Territory requirements must be assessed for the actual operation. A map duration, hotel booking or paid surcharge does not establish fatigue compliance or permit unsafe driving.

8.6 We may require lawful breaks, rest, relief drivers or a revised itinerary, and may refuse or stop an unsafe service. You must not pressure a driver to breach those requirements. Planned costs and customer-facing rest instructions must be disclosed before payment. If we cannot provide the contracted service safely, available consumer remedies remain unaffected.

9. CANCELLATION BY THE CUSTOMER AND REFUNDS

9.1 Cancellation notice takes effect when it reaches our booking system or nominated booking contact. Notice is measured against Pickup Time in the pickup location's time zone. Retain your acknowledgement. If the online service is unavailable or pickup is imminent, contact the booking office urgently; an online change cutoff does not prevent you notifying cancellation by another nominated method.

9.2 Subject to clauses 9.4-9.6, the maximum standard cancellation deductions are:

(a) At least 24 hours before pickup: no cancellation percentage; only a reasonable administration fee expressly disclosed in the accepted quote may be deducted.

(b) At least 12 hours but less than 24 hours: up to 50% of the Approved Fare.

(d) Less than 3 hours, or a verified no-show: up to 100% of the Approved Fare.

Exactly 24, 12 and 3 hours fall within paragraphs (a), (b) and (c), respectively.

9.3 For pickups from 20 December to 4 January inclusive, and from the Monday before Easter Sunday through the Sunday one week after Easter Sunday inclusive, cancellation at least 24 hours before pickup may attract up to 20% of the Approved Fare for committed vehicle and driver allocation. The applicable dates must be shown before payment. Within 24 hours the higher standard band applies; the peak-season percentage is not added to it.

9.4 These percentages are ceilings, not automatic forfeitures. A deduction must reflect reasonable substantiated costs or loss arising from the cancellation, taking account of avoided expenditure, reasonable efforts to mitigate loss and replacement bookings. We reduce the deduction where appropriate or required by law and provide an explanation on request.

9.5 An administration fee must be disclosed in dollars, be reasonable and not duplicate other recovery or cause the total deduction to exceed the lawful amount. No undisclosed administration fee applies. A Customer cancellation schedule does not apply to a statutory refund arising from our failure to supply or a breach of a consumer guarantee.

9.6 Approved refunds are returned to the original payment method unless another lawful arrangement is agreed. We process refunds promptly and provide their status on request. Banks and payment providers may take approximately 5-10 business days after processing to credit the account; that estimate does not extend any mandatory refund obligation.

10. PASSENGER CONDUCT, CLEANING AND DAMAGE

10.1 Passengers must comply with lawful safety directions, wear required seat belts and use appropriate child restraints. Smoking, vaping, illegal drugs, violence, harassment and conduct endangering a person or vehicle are prohibited. Food, alcohol, ordinary pets and special activities require prior agreement. The driver may stop or refuse an unsafe service using a proportionate response and, where practicable, a safe stopping location. Refund and liability questions are assessed on the circumstances and applicable law.

10.2 Routine cleaning and ordinary wear are included in the fare. Exceptional cleaning caused by wine or other spills, vomiting, heavy rubbish or contamination may attract a reasonable charge, ordinarily within AUD 250-1,250 including GST according to the vehicle, cleaning required and reasonably evidenced time out of service. This is not an automatic AUD 250 minimum: a lower substantiated cost must produce a lower charge.

10.3 We notify the Customer by email or telephone, provide an itemised explanation and available supporting evidence, and allow a reasonable opportunity to query the charge. Physical damage is assessed on reasonable evidenced repair costs. Cleaning, repair, insurance recovery and loss-of-use amounts must not overlap or create double recovery. Liability is assessed according to responsibility and law; a person is not automatically liable for unrelated damage merely because they made a booking.

11. VEHICLE ALLOCATION AND SERVICE DISRUPTION

11.1 Vehicle images represent a class unless a particular model is expressly guaranteed. We may allocate an equivalent or higher suitable vehicle without additional charge. A material reduction in class, capacity or an expressly agreed feature requires your agreement and an appropriate price adjustment or refund option. We remain responsible for our contractual obligations when using an authorised subcontractor.

11.2 The driver may select a safe and lawful route or meeting point, taking account of road restrictions and conditions, and will explain a material change where practicable. Travel durations and estimated arrival times are estimates. Tell us before booking of a flight connection, event deadline or other particular purpose and allow reasonable contingency time.

11.3 We must exercise due care and skill, inform you of material disruption as soon as reasonably practicable and take reasonable steps to minimise its effects. A breakdown, severe weather event, road closure or other event beyond reasonable control is assessed on its facts; it does not automatically permit us to retain payment for an unprovided service. We will discuss suitable alternatives and any refund, compensation or other remedy required by contract or law.

12. STATUTORY RIGHTS AND RESPONSIBILITY

12.1 Nothing in this agreement excludes, restricts or modifies a consumer guarantee, remedy or other right that cannot lawfully be excluded under the Australian Consumer Law, being Schedule 2 to the Competition and Consumer Act 2010 (Cth), applicable State or Territory legislation, or other mandatory law. If a provision is inconsistent with such a right, that right prevails.

12.2 Where the Australian Consumer Law applies, services must meet its applicable guarantees, including due care and skill. Remedies depend on the nature of the failure and may include correction, cancellation, refund or compensation. These terms do not impose a blanket exclusion for negligence, personal injury, missed connections or reasonably foreseeable loss where liability arises under law.

12.3 Each party remains responsible to the extent required by law for its own acts and omissions. We do not impose an unlimited indemnity on the Customer. Any claim must account for causation, reasonable mitigation and amounts already recovered, without limiting non-excludable rights.

13. PERSONAL INFORMATION, DOCUMENTS AND LOST PROPERTY

13.1 We use booking and passenger information to arrange transport, contact the relevant people, process payment, allocate drivers and administer the service, subject to applicable privacy law and the published privacy policy. Relevant details may be provided to the allocated driver, authorised service provider, payment provider and booking office for those purposes. The Customer must have authority to provide other passengers' information. Booking acceptance is not consent to unrelated marketing.

13.2 Confirmation is sent to the nominated email address with the itinerary, fare document, applicable terms and calendar invitation. When allocation is completed, the updated itinerary identifies the driver, vehicle and contact details. Calendar end times are estimates; an invitation does not itself confirm payment. Notify us if confirmation has not arrived, and check the customer portal. An email delivery failure does not amend an agreed booking.

13.3 Please check the vehicle before departure. We take reasonable care of property found and arrange reasonable return options. Any agreed delivery or postage cost is disclosed in advance. This clause does not exclude liability for loss or damage for which we are legally responsible.

14. NOTICES, COMPLAINTS AND GENERAL PROVISIONS

14.1 Send booking notices and complaints through the customer portal or the booking office contact shown in your confirmation. Quote the booking reference and relevant facts. We will acknowledge a complaint and investigate within a reasonable time. Urgent operational issues should be reported promptly by telephone where practicable. This procedure is not a mandatory barrier to a regulator, tribunal, court or urgent legal remedy.

14.2 The law of the Australian State or Territory in which the service commences applies, together with applicable Commonwealth law. The parties submit to the non-exclusive jurisdiction of its courts and competent tribunals. This does not remove a mandatory right to bring proceedings in another jurisdiction available to the Customer.

14.3 Changes to an existing booking or these terms require agreement in writing, except to the extent required by law. Publication of a new version does not retrospectively alter an accepted booking. Failure or delay in exercising a right is not, by itself, a waiver. If a provision is unenforceable, it is severed only to the extent lawful and necessary; the remainder operates only so far as it can fairly and lawfully do so.

14.4 By accepting the booking terms before payment, you confirm that you have had access to this version, the itinerary, Approved Fare and disclosed booking-specific conditions, and that you are authorised to enter the agreement for the identified Customer. This acknowledgement does not waive any statutory right.