General Terms Of Carriage
Private Car Service – Australia’s Premium Chauffeur Service, along with our partners and licensees, is not obliged to transport everyone and can refuse service to anyone without providing a reason. Each entity within Private Car Service is accountable for its own services and will not be held responsible for services outside of its provision.
Private Car Service operates exclusively as a pre-booked and pre-paid service. All bookings must be paid in full and confirmed in advance to ensure vehicle allocation and legal compliance, such as the fitting of child restraints.
Customers must thoroughly read the FULL TERMS & CONDITIONS because by confirming a booking, you agree to and are legally bound by these TERMS & CONDITIONS.
According to our policy, Private Car Service and its associates do not cover any costs or losses, such as missed flights or connections, that happen because of changes, cancellations, delays, or mistakes in booking. It’s up to the customer to inform us about any changes to avoid potential full charges.
Travelers are expected to follow all local laws and rules where they are traveling, as well as instructions given by Private Car Service and our partners.
As outlined in our terms, and as far as the law allows, Private Car Service 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.
Reservation Agreement
Fees & Waiting Time: All deposits are subject to our Cancellation Policy. A cleaning and sanitation fee of $500 applies if the vehicle requires professional cleaning due to spillage or soiling. For non-airport bookings, waiting time charges will apply after the first 15 minutes of the scheduled pickup time. Passenger Conduct & Safety: For safety and legal compliance, the consumption of food, alcohol, or drugs, and smoking are strictly prohibited inside the vehicle. Standing through the sunroof or exceeding the vehicle’s seating capacity is illegal. The driver reserves the right to terminate the transfer immediately without refund in the event of misconduct, unsafe behavior, or blatant indiscretion. Liability & Damages: The client assumes full financial responsibility for any damage caused to the vehicle by themselves or other passengers. The company is not responsible for any personal items left in the vehicle, nor shall it be held liable for delays or service interruptions resulting from mechanical breakdowns.
Amendments
If you need to make any changes to your booking after it has been confirmed, we can only accommodate these changes based on our availability. Private Car Service and our partners reserve the right to apply a fee for any modifications to your booking. This fee is on top of any other costs that may arise due to the changes you request.
Consumption Whilst In Vehicle
Food & beverages, excluding bottled water, are not to be consumed in the vehicle.
Credit Card Surchage
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 Transaction
When services are paid for using a credit card, the buyer agrees to pay the total amount billed or to make payments over time, following the credit card issuer’s standard payment policy.
Customer Safety
Our chauffeurs 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.
Extensions
If you or the passenger change the original plan by adding more time or stops to your booking, the person who hired the service will need to cover the additional charges from Private Car Service and our partners for the extra time or stops added.
Extra Charges
If there are any additional charges for changes or more time (as mentioned earlier), the passenger needs to pay these extra fees directly to the chauffeur, either before the service ends or right after. If your Private Car Service account or a credit card was used for the initial booking, these additional costs can also be charged to that account or card.
Insurance
Private Car Service, along with its operators and licensees, holds insurance that covers passengers. This coverage focuses on public liability, not travel insurance. While we strive to protect your personal belongings, we cannot be held responsible for any loss or damage to them. We recommend ensuring you have adequate insurance for any personal items you bring into our vehicles.
Lost & Found
Private Car Service and its partners do not take responsibility for any personal items that are lost or left behind. If you forget something in the vehicle, we’ll do our best to return it to you, but you’ll need to cover any delivery costs. Alternatively, you can pick up your items from our Customer Service Centre.
Luggage/Baggage Information
Our sedan has a maximum luggage capacity of two (2) normal-sized suitcases (equivalent to check-in size for a plane) in addition to two (2) pieces of hand luggage/soft luggage (carry-on size for a plane). Alternatively, it can accommodate one (1) large suitcase along with one (1) set of Golf Clubs and one (1) soft luggage. If passengers anticipate having more luggage than what a sedan can accommodate, we recommend considering booking a larger vehicle such as a People Mover with a trailer. Any additional luggage transfer beyond the sedan’s capacity will 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
Extra charges will be added for any additional pickups or drop-offs along the way, unless they were included in your initial quote.
On Time
Rest assured, Private Car Service and its partners always take careful steps to ensure punctual service. But if our chauffeurs are delayed for any reason, we, including our operators and licensees, cannot be held responsible.
Pets
Pets are generally not allowed in the vehicles. The only exceptions are guide dogs or hearing dogs, and in these cases, the passenger must bring a blanket or mat for the pet.
Quotation
When you receive a quote from Private Car Service, the price is based on current rates and what’s available at the moment you decide to book, with all prices including GST. It’s important to know that Private Car Service, along with its Operators & Licensees, may need to adjust prices without prior notice if there are any changes in airport charges, road and bridge tolls, entry fees, or parking charges. Additionally, for airport pickups, we monitor flight arrivals closely. For airport pickups, we closely monitor flight arrival times. We proudly provide 60 minutes of complimentary waiting time for all airport pickups, starting from the time the aircraft lands. Should a delay extend beyond this complimentary 60-minute window, additional waiting time charges will apply for every 5 minutes (or part thereof).
Seat Belts
In Australia, it’s 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.
Smoking
According to state law, smoking is strictly prohibited inside any Private Car Service vehicle. If any passenger is caught smoking in a vehicle, either owned by Private Car Service or operated by our service providers, charges may be applied. This decision is at the discretion of the chauffeur or Private Car Service.
Booking for Special Events
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. Remember, additional fees might be added for bookings related to these special events. To secure any booking, we will need your credit card details.
Subcontracting Policy
Private Car Service, 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 Private Car Service. Throughout any booking, these providers operate under the continuous supervision of Private Car Service and our team to guarantee the high level of service you expect from us.
Cleaning Fee
In the event that a vehicle requires professional cleaning due to customer-related incidents such as vomiting, spillage of food or liquids, bodily fluids, or any other hygiene-related contamination, a cleaning fee of $500 will apply. This fee covers specialised sanitation and professional detailing. It does not apply to standard day-to-day cleaning that forms part of normal Business-As-Usual vehicle upkeep.
Cancellations and changes to bookings
To ensure seamless service and operational efficiency, the following cancellation terms apply to all bookings. All cancellation requests must be processed directly through your account on our website/mobile app or by contacting our Customer Service Centre.
Your Rights Under Australian Consumer Law: Please note, this policy does not limit or override your rights as a consumer under the Australian Consumer Law (ACL). If our service is not provided as promised or fails to meet a consumer guarantee, you are entitled to a remedy, which may include a full refund, regardless of the cancellation timeframes listed below.
Please Note: By confirming a booking or engaging our services, you acknowledge and agree to comply with these terms and conditions. Policies are subject to change without prior notice.
1. Point-to-Point / Transfer Bookings
Applicable to standard Sedans, SUVs, and People Movers for standard transfer services:
24 hours or more prior to pickup: Eligible for a full refund (or subject to a standard 5% administrative processing fee).
Between 12 and 24 hours prior to pickup: 50% cancellation fee applies.
Less than 12 hours prior to pickup (or less than 1 hour prior to vehicle dispatch): 100% cancellation fee applies.
2. Hourly / As-Directed Bookings
Applicable to time-based vehicle charters:
48 hours or more prior to pickup: Eligible for a full refund (or subject to a 15% service fee).
Between 24 and 48 hours prior to pickup: 50% cancellation fee applies.
Less than 24 hours prior to pickup: 100% cancellation fee applies.
3. Buses, Minibuses & Coaches (8+ Seats)
Applicable to group and high-capacity vehicles:
24 hours or more prior to pickup: Cancellable subject to standard processing terms.
Less than 24 hours prior to pickup: 100% cancellation fee applies.
4. Peak Periods & Regional Events
Stricter notice periods (minimum 48 hours) apply during high-demand regional periods (e.g., Parliament sitting sessions or peak holiday periods).
5. Passenger No-Show Policy
If a passenger fails to arrive at the designated pickup location or fails to make direct contact with the chauffeur or Customer Support Centre within the waiting window, the booking will be categorized as a No-Show and charged in full (100% fee).
6. Refund Processing
Any applicable refunds (minus processing fees) will be credited back to the original payment method within 7 to 14 business days of cancellation approval.
Waiting Time
Private Car Service provides generous complimentary waiting time for all bookings, exceeding industry standards. This waiting time is applied in the following manner:
60 minutes complimentary waiting time for airport pickups (after flight lands)
15 minutes complimentary waiting time for all other services.
Below waiting time rates apply to all major Australian cities.
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 Private Car Service accounts, as well as individual bookings via the Private Car Service website, unless otherwise specified on your individual rate sheets and/or contracts.
| Vehicle Type | Per Minute Rate | 15-Minute Rate | Hourly Rate |
|---|---|---|---|
| Executive Sedan | AUD 1.00 | AUD 15.00 | AUD 60.00 |
| Premium Sedan | AUD 2.00 | AUD 30.00 | AUD 120.00 |
| Premium SUV | AUD 2.00 | AUD 30.00 | AUD 120.00 |
| Mercedes Van/Similar (6-7 seats) | AUD 2.00 | AUD 30.00 | AUD 120.00 |
| Luxury Minibus (8 – 14 seats) | AUD 3.00 | AUD 45.00 | AUD 180.00 |
| 15 – 24 Seat Bus | AUD 3.00 | AUD 45.00 | AUD 180.00 |
| Large Coaches | AUD 3.50 | AUD 52.50 |
AUD 210.00 |
*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.
Public Holidays
Additional charges may be applicable on public holidays, so we recommend consulting our Customer Service Centre when booking. Typically, surcharges are expected on Christmas Day and New Year’s Eve/Day in many cities. However, in most major cities, surcharges are not common on other public holidays.
After Hours Surcharges
An extra 15% surcharge applies to all vehicle type bookings that begin between 12:00 AM and 3:29 AM. An extra 10% surcharge applies to bookings that begin between 3:30 AM and 4:29 AM. An extra 5% surcharge applies to bookings that begin between 4:30 AM and 4:59 AM.
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 Hours Surcharges.
Child Restraints
As Private Car Service 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 a Baby Capsule, Baby Seat, or Booster Seat. While some states may not enforce child seat requirements, 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.
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. Claims for liquidated damages, consequential losses, or any other costs will not be entertained.
Exclusions
Private Car Service, 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
www.Private Car Service.com.au serves as the online platform for Private Car Service. By utilizing this website and/or the individual 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. Private Car Service endeavors to ensure the accuracy of the information presented on the website. However, Private Car Service 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 hiring Private Car Service services. By accessing the Private Car Service secure website booking facility, you acknowledge that all information provided by you is your own responsibility, and Private Car Service 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. 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 stored for the purposes outlined in our terms and conditions of hire. Private Car Service staff, Operators, and Licensees are bound by confidentiality agreements to ensure the security of personal information.
Disclosure
Private Car Service 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.
