Terms & Conditions

ACG

Australian Chauffeurs Group Pty Ltd.

Balance

The amount due under this agreement, less any deposit paid.

Booking

A hire period to which the hirer has committed and for which the full hire amount has been paid.

Chauffeur

The driver of the vehicle.

Deposit

The amount due to secure a reservation.

Employee

An employee of ACG, including a driver or chauffeur employed by, or an agency contracted to, ACG.

Hire Charge

The amount due at any time under this agreement.

Hire

The period for which a vehicle has been hired or reserved.

Hirer

The person who signed the hire agreement or is responsible for payment.

Party

A person accompanying the hirer as a guest or invitee.

Reservation

A hire for which a deposit has been paid to hold the date, but the full amount has not been paid.

Service User / You

A person registered with ACG to use the service, including a traveller or passenger.

Driver

A person registered with ACG to provide transportation services. The Driver is an independent entity and not an ACG employee.

Vehicle

A car or limousine supplied for hire, or a suitably licensed vehicle used by a Driver to provide travel.

Hire Car

A vehicle without a regulated fare meter.

Service

Use of the ACG website or web-based application to arrange collection, travel and set-down at a nominated destination.

Application

The software, delivery platform and network owned and operated by ACG to dispatch ground transportation services.

Prices are valid only when quoted and remain subject to vehicle and Driver availability until booked. Quoted prices include GST.

1. You must obey all rules and regulations applying to travel in a commercial vehicle.
2. You must behave civilly so your safety, security and comfort, and the Driver's ability to provide the service, are not compromised.
3. ACG has a strong non-discrimination policy. Abuse or confrontation based on race, nationality, religion, origin, disability, marital status, sexual orientation, gender identity, age or any other legally protected characteristic is prohibited.
4. ACG has zero tolerance for bullying, harassment, discrimination or inappropriate conduct. Drivers must be treated with dignity and respect.
5. Suspected criminal or corrupt conduct should be reported immediately to law-enforcement authorities and then to ACG.
6. You may direct the Driver to take a route other than the suggested optimum route if you accept any resulting additional charges.
7. You must be friendly, polite and courteous. Violent behaviour will not be tolerated. Police or security authorities may be contacted in the event of violence or a serious altercation.
8. Drivers carry appropriate vehicle-insurance certification. Accident-related matters must be resolved with the Driver, and ACG accepts no liability for resulting costs.
9. You are liable for charges resulting from misconduct or wilful damage caused directly or indirectly by you or your guests, including vomiting, damage to the vehicle or seats, or graffiti. A minimum A$300 charge applies to vehicle damage; the maximum is the actual repair, restoration, lost-revenue and related cost.
10. You must comply with requests made by law-enforcement authorities while using an ACG-facilitated service.
11. Tipping is not required. You may tip a Driver at your discretion, independently of ACG.
12. Smoking is prohibited in the vehicle. A minimum A$200 cleaning charge applies if this condition is breached.
13. The vehicle must not be used to transport illegal substances, weapons or prohibited items. Alcohol must not be transported or consumed in the vehicle.
14. You are responsible for wearing a seat belt and complying with the law.
15. You are responsible for guests travelling with you and for ensuring that they comply with this Code of Conduct. Their misconduct or damage is your responsibility.
16. If you leave an item in the vehicle, you are responsible for contacting the Driver to recover it. ACG accepts no liability for lost property.
17. In an emergency, contact law enforcement or emergency services directly, then advise ACG.

Breach of the Code of Conduct

ACG may suspend or terminate your access to its website, application or platform if this Code of Conduct is breached. ACG may investigate reported breaches and may terminate access immediately, without an obligation to provide an explanation.

You may request a transfer, hourly booking or event booking. Additional charges may apply according to the request. Changes are subject to the Driver's availability and must be approved by you and agreed by the Driver.

1. Transfer bookings: The quoted price covers the confirmed start and destination addresses. Route or time changes incur additional costs.
2. Hourly bookings: The journey must end in, or as close as practical to, the starting suburb. Hire begins at the confirmed pickup time. Finishing early does not reduce the prepaid amount. Overtime is charged to the nearest half-hour.
3. Event bookings: An event booking may cover one or both travel legs. Special-event rates may apply and may not be displayed online. Route or time changes may incur additional charges.

An administration charge equal to 25% of the fare, including GST, is included in the fare you accept. This charge applies to a cancellation regardless of when the cancellation is made.

It covers payment verification and processing, website and booking administration, advertising associated with the booking, third-party cancellation work, additional communications and other related costs.

• Transfer services: Hire Cars from A$65; vans and other high-capacity vehicles from A$100.
• Hourly hire: Hire Cars from A$80; vans and other high-capacity vehicles from A$129.
• Event bookings: Hire Cars from A$100; vans and other high-capacity vehicles from A$129.

No additional fee applies for Hire Car meet-and-greet service at the airport. The final website fare for a pre-booked time booking includes relevant tolls, parking and meet-and-greet charges.

International airport pickups

The Driver will enter the arrivals terminal with a name sign 25 minutes after landing and wait for 55 minutes at no charge. From 1 hour 25 minutes after landing, waiting is charged at A$1 per minute and an A$29 airport parking levy is payable to the Driver.

• Domestic airport meet-and-greet includes 45 minutes of waiting after landing. Additional waiting is A$1 per minute, plus an airport parking levy of A$9 per 30 minutes.
• International airport waiting follows the timing and charges stated above.
• Drivers monitor flight schedules, so no additional waiting charge applies where the flight itself is delayed.
• A flight-number change advised in advance does not attract an additional fee. An unnotified flight change may be treated as a no-show and charged in full.
• For other pickups delayed more than 15 minutes beyond the scheduled time, elapsed waiting time is charged at A$1.50 per minute.

To the extent permitted by law, ACG and its licensors are not liable for indirect, punitive, special, exemplary, incidental or consequential damage, including personal injury, loss of data, revenue, profit or use arising from the service, application, reliance on information presented, or dealings with a third party.

ACG is not liable for loss or damage caused by viruses, denial-of-service attacks or other technologically harmful material arising from use of the website or application. Availability is not guaranteed, and services may be withdrawn or amended without notice. You acknowledge that ACG is not liable for damage to a device, hardware or software caused by use of the website or application.

• Losses not caused by ACG's breach, or the actions or inactions of other users.
• Indirect losses that neither you nor ACG could reasonably have anticipated when these terms were accepted.
• A failure to provide a service or meet an obligation due to events beyond ACG's control, including network or carrier failures, adverse market conditions, strikes, payment-provider insolvency, changes in law, natural disasters, server failures, hacking or malicious interference.
• Delay by a payment processor in settling payments, which may in some circumstances take up to two months.
• The behaviour, actions or inactions of independent Drivers, including cancellation of a confirmed job. ACG will endeavour to arrange an alternative Driver or vehicle but is not liable if it cannot do so.
• The suitability, legality or ability of a third-party transportation provider introduced to provide transportation, or disputes and payments between you and that provider.
• Decisions you make about services offered through the website or application, and the quality of transportation ultimately supplied by a third-party provider.

Refund requests are governed by these Terms and Conditions and are determined by ACG. Where a refund applies, processing may take up to three months.

ACG may change these Terms and Conditions by publishing updated terms on its website. You are responsible for reviewing the current terms. Continued use of ACG services after an update constitutes acceptance of the revised terms.