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Terms & Conditions

  • General Terms of Carriage

    Car Australia and its associated Operators and Licensees are not common carriers and may refuse to carry any person(s) without giving reason. Car Australia and each Operator and Licensee is responsible for services provided by it and has no liability for any other services.

    It is the hirer’s responsibility to read the FULL TERMS & CONDITIONS closely as confirming a booking confirms you accept and are bound by the TERMS & CONDITIONS.

    Subject to the terms, Car Australia, its Operators and Licensees, have no responsibility for costs or losses including missed flights or travel connections, resulting from diversion, substitution, alterations, cancellations, delay’s or booking errors. It is the hirer’s responsibility to advise of any changes as full costs may be incurred.

    Passengers must comply with all laws and regulations in the state they are travelling and with the instructions of Car Australia, its Operators and Licensees.

    Except as otherwise provided by these terms, and to the extent permitted by law: (a) Car Australia, its Operators and Licensees, are not liable for death of or injury to any person, for loss or damage to luggage or goods, for delay’s, or for consequential or other loss of any kind, arising directly or indirectly from negligence or omission or some other cause in connection with provision or non-provision of any services and (b) Is not liable for inaccuracy in any information concerning transport services or its prices.

      • Amendments

        Any changes/amendments to your booking after confirmation can only be accepted subject to availability. Car Australia, its Operators and Licensees, reserves the right to charge an amendment fee in respect of any change to your booking, in addition to any other applicable charges in relation to the amendment.

      • Consumption whilst in vehicle

        Food & beverages, excluding bottled water, are not to be consumed in the vehicle.

      • Credit card surcharge

        Credit card surcharges may apply at the discretion of the local Customer Service Centre at which the service has taken place.

      • Credit card transactions

        If the transport or service is purchased with a credit card, purchaser agrees to make payment in full when billed or in extended payments in accordance with the standard policy of the issuer of the credit card.

      • Customer safety

        Our drivers will at all times drive at safe and sensible speeds and in accordance with legal speed limits, traffic and current road conditions and furthermore the driver reserves the right to deny access to a venue they feel may put the passengers and vehicle in an unsafe situation.

      • Damage to vehicle & inappropriate behaviour

        You, the client, are liable for any charge levied by Car Australia, its Operator or Licensees in respect of any damage caused to a vehicle due to your instructions or any directions you give to the driver or chauffeur. The driver or chauffeur reserves the right to evict any clients from the vehicle due to any inappropriate or unruly behaviour. No refund will be offered in these circumstances.

      • Extensions

        The hirer is responsible for any charges levied by Car Australia, its Operators or Licensees, in respect of extra time in the event that changes are made to the original booking either by the booker or passenger. This includes any extra charges levied where you choose to extend the duration of your booking and/or add additional stops to the original booking.

      • Extra charges

        In the event of extra charges or extensions (refer above) the passenger is to immediately pay the extra charge to the chauffeur either prior to or upon completion of transfer. Additional charges can be charged back to your Car Australia account or your credit card if this was used to secure the booking originally.

      • Insurance

        Car Australia, its Operators and Licensees are insured for passenger travel. This insurance is for public liability and NOT travel insurance. Although every effort will be made to ensure the safe keeping of personal property, we do not accept liability for loss or damage of personal items. Please check that you have sufficient coverage for any personal property that is brought onto our vehicles.

      • Lost & found

        Car Australia, its Operators and Licensees will not assume liability for any lost or misplaced personal property. In the event the customer leaves personal items in the vehicle Car Australia, its Operators and Licensees shall try to deliver any items back to the Customer at their expense or the item/s may be collected from our Customer Service Centre.

      • Luggage & baggage information

        Our sedan’s maximum luggage limitations are two (2) normal sized suitcases (check in size for a plane) plus two (2) piece of hand luggage/soft luggage (carry-on for a plane) or one (1) large suitcase plus one (1) set of Golf Clubs and one (1) soft luggage. Customers should consider booking a larger vehicle such as a People Mover with trailer if they have more luggage than a sedan can accommodate. Additional luggage transfer will incur further cost to the client, price on application at the time of booking. No suitcases will be transported inside the passenger area of the vehicle due to transport regulations & safety concerns.

      • Multiple pickup & set down

        Additional charges will apply for all extra pickup/set downs required en-route unless already quoted.

      • On time

        Please be assured that Car Australia, its Operators and Licensees, will take every reasonable safeguard to achieve an on time service, however in the unlikely event of our chauffeurs being late due to circumstances howsoever caused, no liability will be accepted by Car Australia, its Operators and Licensees.

      • Pets

        Pets are not permitted in the vehicles, with the exception of “guide or hearing dogs’’ and a blanket/mat must be provided by the passenger travelling.

      • Quotation

        Prices are current at the time of quotation and subject to availability at the time of booking. All quoted prices include GST. Car Australia, its Operators & Licensees, reserves the right to pass on, without notice, any increases that may occur in any applicable airport charges, road & bridge tolls, entry fees or parking charges. Airport delays on location waiting: in regard to airport pickups, Car Australia, its Operators and Licensees will monitor all aircraft movements. If passengers are delayed after arriving at the terminal, additional fees may apply for each additional 5 minutes or part thereof.

        See the Waiting Time section of the Terms & Conditions.

      • Seat belts

        Under Australian laws, it is compulsory that all passengers wear seat belts where fitted at all times when the vehicle is in motion.

      • Smoking

        Smoking is not permitted by state law in any Car Australia vehicle. Charges will apply, at the discretion of the chauffeur or Car Australia, if any passenger is found to be smoking in any Car Australia, or Car Australia service-providers’ vehicle.

      • Special event bookings

        Either full payment or a deposit is required for Special Occasions such as, but not limited to, Weddings, School Formals, Sporting Events and Concerts. If a deposit has been made, full payment is required either prior to or at the conclusion of the event. Surcharges may apply to such events. Credit card details are required to secure all bookings.

      • Subcontracting

        Car Australia, its Operators and Licensees, reserve the right to use the services of other approved hire car/limousine/bus service providers as required. These operators have been pre-qualified by Car Australia and deemed to be of a sufficient quality to provide services on Car Australia’s behalf. These providers, for the duration of the booking, remain under the supervision of Car Australia, its Operators and Licensees, at all times.

  • Waiting Times

    Car Australia offers well above industry-standard complimentary waiting time for all bookings.

    Complimentary waiting time is applied as follows:

    • 5 minutes complimentary waiting time at homes, hotels or other non-airport pickups.
    • 15 minutes complimentary waiting time at Domestic Airport Terminals.
    • 30 minutes complimentary waiting time at International Airport Terminals.
    • 30 minutes complimentary waiting time at Cruise Ship Terminals.

    Below waiting time rates apply to all major Australian cities.

    Waiting time is charged in 5-minute increments once any complimentary waiting time has been exhausted.

    Below waiting time rates include GST.

    Waiting time rates apply to ALL Car Australia accounts, as well as individual bookings via the Car Australia website unless otherwise specified on your individual rate sheets and/or contracts.

    Vehicle Type

    Per Minute Rate

    5-Minute Rate

    Hourly Rate
    Standard $1.00 $5.00 $60
    SUV $1.60 $8.00 $96
    People Mover $1.65 $8.25 $99
    Minibus $2.00 $10.00 $120


    *All flights are tracked via radar and complimentary waiting times only begins from the moment the plane lands, regardless of any flight delays.

  • Cancellation Policy

    Cancellation charges will apply when:

    • Cancellations are made with less than 1 hours’ notice prior to the dispatch of the vehicle for Sedans, SUV’s or People Mover bookings within the metropolitan area.
    • 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 24 hours’ notice for Canberra bookings during Parliament sitting.
    • Cancellations are made with less than 24 hours’ notice in New Zealand for all vehicle types.
    • Any Stretch Limousine booking is cancelled, at any time regardless of notice, after being confirmed; or
    • Bookings where the passengers fail to arrive or make contact with the chauffeur or the local Car Australia Customer Service Centre.
    • Stricter cancellation policies may apply to any of the above, however will be advised to you at the time of booking and will supersede the above policies.

    Special Cancellation Policy applies for Weddings and Events.

  • Public Holidays

    Some surcharges may apply on public holidays, check with the Customer Service Centre when making bookings.

    Typically, surcharges will be incurred on Christmas Day and New Years Eve / New Years Day in most cities. Surcharges do not often apply in most major cities during other public holidays.

  • After Hours Surcharges

    A 25% Surcharge applies for all vehicle type bookings that begin between 22:00 and 04:59hrs.

    *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.

  • Child Restraints

    As Car Australia is classified as a pre-booked service, there is an expectation under the law that there is sufficient notice for a child restraint to be fitted, unlike the nature of taxi services.

    Therefore, all children under the age of 8 years must be seated in a Baby Capsule, Baby Seat or Booster Seat as determined by Australian Law. While some states may not have child seats as a mandatory requirement, we as a company have a National Position that any child under 8 years must be in a child seat at all times while travelling with us.

    There is a standard $30 relocation and fitting fee for baby capsules, baby seats and booster seats per booking – not per seat.

    As of March 1st 2023, we will no longer be providing child restraints in a sedan. Child restraints will be available in vehicles from SUV size and up.

    Whilst all care will be taken by chauffeurs to install child restraints safely, parents/caregivers are strongly encouraged to check these prior to the start of the journey and amending as and where required. Chauffeurs have training in installing child restraints, however, they are not professional fitters, and the parent/caregiver of the child should be maintaining their child’s safety in the same they would in their own vehicle.

  • Trailers

    As of March 1st 2023, a $30 fee will be charged for the supply of trailers attached to appropriate vehicles.

    If you are travelling with a lot of luggage, please discuss this with our reservations team to ensure the appropriate vehicle and trailer is allocated to your transfer.

    If a vehicle and trailer arrive and your luggage does not fit, and the capacity was not discussed prior, you will be required to book an additional taxi service to move all remaining luggage at your own cost.

    Car Australia is not liable for additional charges relating to luggage capacity being exceeded.

    Trailers cannot be fitted to the below vehicle types:

    • Sedans
    • SUVs
    • People Movers (cannot be fitted in Melbourne only)

  • Limits of Liability & Insurance

    Maximum liability, if accepted, will be limited to a refund for the trip in question. All care will be taken, but no liability will be assumed. No claim for liquidated damages, consequential loss for any other costs will be assumed.

      • Exclusions

        Car Australia its Operators and Licensees shall be under no liability whatsoever to the Customer for any indirect loss and/or expense (including loss of profit) suffered by the Customer arising out of a breach by Car Australia its Operators and Licensees of this contract.

  • Privacy Policy & Personal Information

    www.caraustralia.com is the website of Cars Australia. By using this site and/or the individual Customer Service Centres, you agree to the terms and conditions and privacy policy. The Privacy Policy relates to the collection and use of personal information you may provide to us through your contact on the website. Your continued use of our website and its facilities constitutes your acceptance of the terms and conditions. Cars Australia believes the information in the website is correct. Cars Australia disclaims all liability and responsibility for any direct or indirect loss or damage which may be suffered by any recipient relying on anything contained in or omitted from our website or publication.

      • Use of Personal Information

        Your personal information is used for the hiring of Car Australia services and used for that purpose alone. By entering the Car Australia secure website booking facility, you understand that all information provided by you is your sole responsibility and Car Australia accepts no responsibility for any incorrect information provided in respect to the hiring made through this facility. It is not given to a third party except where the purpose relates to fulfilling the obligations of your hiring. Your personal information may be retained for use in future bookings. If at any time you believe the information is incorrect, you may contact us to have it corrected.

        Credit Card details are stored securely for the purpose as outlined in our terms and conditions of hire. Car Australia staff its Operators and Licensees are obliged under the Confidentiality Deed to keep personal information secure.

      • Disclosure

        Car Australia may be obliged to surrender your personal information to regulatory authorities and law enforcement officials in accordance with the applicable law. Personal information may also be disclosed to identify, contact or bring legal action against anyone damaging, injuring or interfering with our rights or property.