Terms of Service
These Terms of Service (“Terms”) form the agreement between you (“you” or “the passenger”) and Melbourne Southeast Chauffeurs Pty Ltd (“we”, “us” or “our”) whenever you request a quotation, make a booking or use our website at melbournesoutheastchauffau.space. By confirming a booking with us, you agree to these Terms.
1. Who we are
Melbourne Southeast Chauffeurs Pty Ltd (ABN as displayed in the footer of this website) is a Victorian company providing premium chauffeur-driven point-to-point transfers, airport transfers, corporate travel and event transport across Melbourne's south-eastern suburbs and greater Melbourne, Victoria. All chauffeurs hold the licences and accreditations required under Victorian law, and all vehicles are appropriately registered and inspected.
2. Our services
We provide chauffeured passenger transport, including:
- Airport transfers to and from Melbourne Airport (Tullamarine) and Avalon Airport;
- Point-to-point transfers between suburbs, the Melbourne CBD and regional destinations;
- Corporate travel, executive roadshows and conference transport;
- Wedding, event, winery-tour and special-occasion charters;
- Regular scheduled runs for business and medical travel.
Service availability may vary by date, time and location. Where we cannot service a booking directly, we will tell you before accepting it.
3. Quotes and bookings
3.1 Quotations provided by email are valid for 14 days from the date of issue and are subject to vehicle and chauffeur availability.
3.2 A booking is confirmed when we send you a written booking confirmation by email. Please check your confirmation carefully, including pickup addresses, dates, times and passenger numbers, and let us know promptly if any detail is incorrect.
3.3 You must provide accurate information at the time of booking, including the correct pickup location, destination, number of passengers and any special requirements. Additional charges may apply if incorrect information requires a change of route, vehicle or timing.
3.4 We may decline any booking, in whole or in part, at our discretion, including where a vehicle is unavailable or where we cannot reasonably meet your requirements.
4. Fares, surcharges and payment
4.1 All fares are quoted in Australian dollars and include GST unless otherwise stated.
4.2 Unless included in your quoted fare, additional charges may apply for tolls, airport or cruise-terminal pickup fees, after-hours travel (generally between 11:00pm and 5:00am), travel on public holidays, additional stops, child restraints and extended waiting time. Any applicable surcharges will be disclosed in your quote or booking confirmation before you commit.
4.3 Payment is made by the methods listed on your invoice or booking confirmation (such as direct bank transfer or card payment). For casual bookings, payment may be required in full at the time of booking or on completion of the transfer. Approved corporate clients may be invoiced on the payment terms stated in their account agreement.
4.4 Invoices are payable by the due date shown. We may suspend further bookings where invoices remain overdue, and reasonable recovery costs may apply to overdue amounts.
5. Cancellations, amendments and no-shows
5.1 Cancellations and amendment requests must be sent by email to ceo@melbournesoutheastchauffau.space, quoting your booking reference. Your cancellation or amendment takes effect when we confirm it by email.
5.2 Cancellation fees:
- More than 24 hours before the scheduled pickup: no cancellation fee, and any amount paid is refunded;
- Between 24 hours and 4 hours before the scheduled pickup: a fee of up to 50% of the booked fare may apply;
- Less than 4 hours before the scheduled pickup, or failure to appear at the pickup point (a “no-show”): a fee of up to 100% of the booked fare may apply.
5.3 Reasonable amendments made more than 4 hours before pickup will be accommodated subject to availability, and any fare difference will be advised and agreed before the change is confirmed.
5.4 If you are not at the pickup point at the scheduled time, your chauffeur will wait for the complimentary period described in clause 6 and will attempt to contact you by email. If contact cannot be made and you do not return to the vehicle, the booking may be treated as a no-show under clause 5.2.
6. Waiting time
6.1 For airport pickups, waiting time is complimentary for 45 minutes after the actual landing time for domestic flights and 60 minutes after the actual landing time for international flights.
6.2 For all other pickups, a complimentary waiting period of 10 minutes applies from the scheduled pickup time.
6.3 After the complimentary period, waiting time is charged in 15-minute increments at the rate stated in your booking confirmation.
7. Passenger responsibilities and conduct
7.1 Seatbelts must be worn by all passengers at all times, as required by Victorian law. It is the responsibility of passengers aged 16 and over to ensure their own seatbelt is fastened, and of parents and guardians for children under 16.
7.2 Smoking, vaping and the consumption of illegal substances are not permitted in our vehicles at any time. The consumption of alcohol is at the discretion of your chauffeur and may be declined.
7.3 Passengers must treat our chauffeurs and other road users respectfully and lawfully. We may end a journey early, without refund, where a passenger's conduct endangers safety or breaches the law, and relevant authorities may be notified where required.
7.4 You are responsible for the cost of repairing or rectifying damage to the vehicle or its fittings caused by you or your passengers, and a reasonable cleaning fee (minimum $220) may apply where the vehicle requires specialist cleaning as a result of soiling.
8. Child passengers and restraints
8.1 Children must be restrained in accordance with Victorian child restraint road rules. We can supply and fit an approved child restraint on request; please advise us at least 24 hours before pickup, as a surcharge applies.
8.2 Where you supply your own restraint, it must meet applicable Australian Standards and be fitted in accordance with the manufacturer's instructions. Our chauffeurs will assist where practicable.
9. Luggage and personal belongings
9.1 Standard luggage allowances are stated in your confirmation and depend on the vehicle assigned. Please declare oversized or unusual items (such as golf clubs, skis, musical instruments or prams) at the time of booking so we can assign a suitable vehicle.
9.2 We may decline luggage that cannot be carried safely or legally. Luggage and personal belongings are carried at the owner's risk, and we recommend you take all belongings with you on arrival. Lost property left in our vehicles is held for a reasonable period and returned by arrangement; any postage or collection costs are at your expense.
10. Vehicles and chauffeur substitutions
10.1 Vehicle class is guaranteed at the class level stated in your confirmation. Where your assigned vehicle becomes unavailable, we may substitute a comparable or superior vehicle.
10.2 Where necessary, we may engage vetted, appropriately licensed affiliated operators to perform a booking on our behalf. Any such operator is required to meet the standards set out in these Terms.
11. Delays beyond our control
11.1 We plan routes carefully and allow reasonable time for expected conditions; however, we are not liable for delays caused by traffic congestion, road closures, accidents, extreme weather, vehicle breakdowns, flight changes or other events beyond our reasonable control.
11.2 Where such an event occurs, we will use reasonable endeavours to notify you by email, arrange an alternative vehicle or route, and keep your journey on track. Fares are not reduced for delays outside our control, but we will work with you in good faith to reach a fair outcome.
12. Liability and the Australian Consumer Law
12.1 Your statutory rights. Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). Nothing in these Terms excludes, restricts or modifies, or purports to exclude, restrict or modify, your rights under the Australian Consumer Law or any other law that cannot lawfully be excluded.
12.2 Remedies. If our services fail to meet a consumer guarantee, you may be entitled to a remedy, which may include resupply of the services or a refund, as set out in the Australian Consumer Law.
12.3 Limitation. To the extent permitted by law, and subject to clauses 12.1 and 12.2, our total liability arising out of or in connection with a booking is limited to the total price you paid for that booking, and we are not liable for indirect or consequential loss (such as missed connections, lost profits or lost opportunity).
12.4 Passenger fault. We are not responsible for loss, damage or delay to the extent caused by your breach of these Terms, inaccurate booking information, or your failure to follow the reasonable directions of your chauffeur.
13. Privacy
We handle personal information in accordance with our Privacy Policy, which forms part of these Terms.
14. Website use and intellectual property
14.1 All content on melbournesoutheastchauffau.space, including text, photography and design, is owned by or licensed to us and is protected by copyright and other laws. You may view and print pages for personal, non-commercial use only, and may not reproduce or reuse our content without our prior written permission.
14.2 Quotes, fares and availability shown on the website are indicative and must be confirmed by a written quotation or booking confirmation.
15. Disputes and governing law
15.1 If you have a concern or dispute, please contact us first by email so we can resolve it fairly and promptly.
15.2 These Terms are governed by the laws of Victoria, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Victoria.
15.3 Nothing in these Terms affects your right to raise a concern with Consumer Affairs Victoria or the Australian Competition and Consumer Commission regarding your consumer law rights.
16. Changes to these Terms
We may update these Terms from time to time. The current version is always published on this page with the date of last revision above. Bookings are governed by the version of these Terms in effect at the time the booking is confirmed.
17. General
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force. These Terms, together with your booking confirmation and our Privacy Policy, form the entire agreement between you and us in relation to your booking.
18. Contact us
Questions, cancellations and amendment requests relating to these Terms or your booking can be sent to ceo@melbournesoutheastchauffau.space. We respond to email enquiries within one business day.
Melbourne Southeast Chauffeurs Pty Ltd · Premium chauffeur and transfer services · Melbourne VIC, Australia.