I.
TERMS AND CONDITIONS
These Terms and Conditions apply to transport services provided by Express Transfers (ABN 28 646 848 309).
In these Terms and Conditions, “we”, “us” and “our” mean Express Transfers.
When you make a booking with Express Transfers, you agree to these Terms and Conditions.
If you make a booking for other passengers, you are also accepting these Terms and Conditions on their behalf. Please make sure they are aware of any conditions that apply to their journey.
- BOOKINGS AND RESERVATIONS
Online quotes, estimated travel times and distances are provided as a guide only. All bookings and prices are subject to verification and acceptance by Express Transfers.
Submitting a booking request through our website does not mean that your booking has been confirmed.
Your booking is confirmed only when Express Transfers has reviewed and accepted the booking and sent you a booking confirmation or reservation reference.
All bookings are subject to vehicle and driver availability.
If an incorrect price, distance, travel time or other information is displayed because of a website, technical, data-entry or other obvious error, Express Transfers may correct the error before accepting the booking.
Online bookings are generally accepted for travel from the following day onwards and are processed during Queensland business hours.
For urgent or same-day bookings, please contact Express Transfers directly.
You are responsible for providing complete and accurate booking information. This includes your contact details, pickup and destination addresses, travel date and time, flight details, passenger numbers, luggage and any special requirements.
Please tell us as soon as possible if any of your booking details change.
If you make a booking for other passengers, you confirm that you are authorised to make the booking on their behalf and accept these Terms and Conditions for everyone included in the booking.
- PICKUP TIMES, FLIGHTS AND TRAVEL TIMES
Express Transfers may recommend a pickup time based on normal travel conditions, the information you provide and our experience.
Travel times are estimates only.
Traffic congestion, accidents, roadworks, road closures, weather, major events and other unexpected circumstances can affect travel times.
You are responsible for allowing enough time to reach your destination and meet airline check-in, security, immigration and boarding requirements.
If you choose a pickup time that is different from the time recommended by Express Transfers, you accept the risk associated with your chosen pickup time.
Express Transfers is not responsible for a missed flight, appointment or connection where insufficient travel time was allowed by the passenger, or where the delay was caused by circumstances outside our reasonable control.
Nothing in these Terms and Conditions affects any rights you have under Australian Consumer Law.
- AIRPORT PICKUPS AND FLIGHT DELAYS
If you provide us with your flight details, we will make reasonable efforts to monitor your flight and adjust your airport pickup where appropriate.
It is your responsibility to provide the correct flight number and arrival information.
Normal flight delays will generally be accommodated where reasonably possible.
Significant delays, flight cancellations, diversions or major schedule changes may affect the availability of your original driver or vehicle.
If your flight is cancelled, diverted or significantly delayed, please contact Express Transfers as soon as reasonably possible.
Additional waiting time, airport parking or other costs resulting from significant delays or changes may be charged where appropriate and permitted by law.
- PAYMENTS
Online credit card payments are processed securely through the Eway payment gateway.
Payment does not, by itself, guarantee that a booking has been accepted.
Your booking is confirmed when Express Transfers sends you confirmation of your reservation.
If you have paid for a booking that Express Transfers is unable to accept, the amount paid for the unavailable service will be refunded.
Payment must be made by the due date shown on your booking confirmation or invoice.
All prices are in Australian dollars and include GST where applicable unless otherwise stated.
Payment receipts will be sent to the email address provided by the customer.
- CANCELLATIONS AND REFUNDS
We understand that plans can change. If you need to cancel your booking, please let us know as soon as possible.
Unless we agree otherwise, the following cancellation conditions apply.
More than 48 hours before pickup:
You may receive a refund or credit, less our standard $40 administration fee.
Express Transfers may, at its discretion, reduce or waive the administration fee. Any reduction or waiver is a goodwill decision and does not change our standard cancellation policy for future bookings.
Between 24 and 48 hours before pickup:
A refund or credit may be offered at the discretion of Express Transfers.
We may take into account costs we have already incurred and whether we are able to reallocate the vehicle and driver.
Less than 24 hours before pickup:
The booking is non-refundable and the full booking amount may be forfeited.
Specialised or subcontracted bookings:
If we have already incurred non-refundable costs for your booking, such as a specialised vehicle, large group vehicle or subcontracted service, these costs may be deducted from any refund where permitted by law.
To cancel a booking, please contact Express Transfers directly.
Your cancellation is not complete until Express Transfers has acknowledged your cancellation request.
Nothing in this cancellation policy affects any rights you may have under Australian Consumer Law.
- CHANGES TO YOUR BOOKING
Please tell us as soon as possible if you need to change your booking.
Changes requested more than 48 hours before travel will generally be accommodated without an amendment fee, subject to availability and any difference in the cost of the service.
Changes requested within 48 hours of travel are subject to driver and vehicle availability.
Additional charges may apply if the change results in additional travel, waiting time, operating costs or other expenses.
A significant change to the date, time, pickup location, destination, passenger numbers or vehicle requirements may be treated as a new booking.
- NO-SHOWS
Passengers must be available at the confirmed pickup location at the confirmed time.
If you cannot locate your driver, please contact Express Transfers before leaving the pickup location or arranging alternative transport.
If our driver is at the agreed pickup location but cannot locate or contact the passenger within a reasonable period, the booking may be treated as a no-show.
A no-show may result in the full booking amount being forfeited.
For airport pickups, passengers should make reasonable efforts to locate and contact their driver before leaving the airport or arranging alternative transport.
A refund will not normally be provided if the driver attended the agreed pickup location but the passenger did not present for the transfer.
Nothing in this section affects any rights you may have under Australian Consumer Law.
- WAITING TIME
Reasonable waiting time associated with normal airport arrival procedures and normal flight delays will be accommodated where reasonably possible.
Additional waiting time caused by passenger delays, undeclared changes to the itinerary or other circumstances unrelated to the normal arrival process may incur an additional charge.
Where reasonably possible, we will advise you before significant additional waiting charges are incurred.
- PASSENGER CONDUCT AND SAFETY
The safety of our passengers and drivers is important to us.
Express Transfers may refuse transportation or end a journey if a passenger:
Behaves in a threatening, abusive, violent or seriously disruptive manner.
Appears to present a safety risk because of alcohol or drugs.
Damages or is likely to damage the vehicle.
Refuses to follow a lawful or reasonable safety instruction from the driver.
Engages in unlawful conduct.
Smoking is not permitted in our vehicles.
Alcohol must not be consumed in our vehicles unless expressly authorised and legally permitted.
Passengers may be responsible for reasonable cleaning or repair costs if extraordinary cleaning or repairs are required because of their actions.
Passengers may also be responsible for damage they deliberately or negligently cause to a vehicle, to the extent permitted by law.
- CHILDREN AND CHILD RESTRAINTS
Please tell us when booking if children will be travelling.
You must provide accurate information about the children’s ages and any child restraint requirements.
Where a child restraint is requested, Express Transfers will make reasonable efforts to provide an appropriate restraint in accordance with applicable Queensland requirements.
Parents, guardians or accompanying responsible adults remain responsible for supervising children during the journey.
- LUGGAGE AND SPECIAL ITEMS
Please tell us before travel if you will have unusual, oversized or additional luggage.
This includes wheelchairs, mobility equipment, bicycles, sporting equipment, large musical instruments or other items requiring additional storage space.
These items can only be carried if there is sufficient safe storage capacity in the vehicle.
Express Transfers may be unable to carry luggage or other items that were not disclosed when booking if there is insufficient room or if carrying the items would exceed the vehicle’s safe or lawful capacity.
Passengers are responsible for checking that they have collected their belongings at the end of the journey.
- LOST PROPERTY
Please check that you have all of your belongings before leaving the vehicle.
If you leave something behind, Express Transfers will make reasonable efforts to locate and return it to you.
We cannot accept responsibility for personal belongings that are lost, misplaced or left behind, except where liability cannot legally be excluded.
Reasonable postage, courier or delivery costs for returning lost property may be charged to the customer.
- CIRCUMSTANCES OUTSIDE OUR CONTROL
Sometimes circumstances outside our reasonable control may affect your transfer.
These may include severe weather, flooding, road closures, traffic accidents, extraordinary traffic congestion, emergency incidents, government directions or other unforeseen events.
If something outside our control disrupts your transfer, we will do what we reasonably can to assist you and minimise the disruption.
Where appropriate and reasonably available, we may arrange alternative transportation.
Express Transfers is not responsible for loss caused solely by circumstances outside our reasonable control, to the extent permitted by law.
- VEHICLE SUBSTITUTION AND OTHER TRANSPORT PROVIDERS
Sometimes Express Transfers may need to substitute a vehicle or use another appropriately authorised transport provider to complete your booking.
This may occur because of vehicle availability, mechanical issues, operational requirements or other unforeseen circumstances.
Where this happens, we will make reasonable efforts to provide a vehicle and service suitable for your booking.
Any third-party transport provider engaged by Express Transfers is required to meet the legal, licensing, accreditation, insurance and safety requirements that apply to their operation.
- INSURANCE AND ACCREDITATION
Express Transfers is an accredited passenger transport operator in Queensland.
Operator Accreditation: Q900526456
We maintain commercial vehicle insurance and public liability insurance appropriate to our operations.
- PRIVACY
Personal information provided to Express Transfers is handled in accordance with our Privacy Policy and applicable Australian privacy requirements.
Information necessary to provide your transfer may be given to the driver, affiliate or other service provider involved in completing your booking.
We take reasonable steps to protect your personal information.
However, we cannot guarantee the security of information transmitted electronically where circumstances are outside our reasonable control.
- WEBSITE INFORMATION
We take reasonable care to ensure that information on our website is accurate and current.
Website information, quotes, estimated distances and estimated travel times may occasionally contain errors or become outdated.
Express Transfers may correct an obvious error before accepting a booking.
- AUSTRALIAN CONSUMER LAW
Our services come with rights and guarantees that cannot be excluded under Australian Consumer Law.
Nothing in these Terms and Conditions is intended to remove, restrict or change any consumer right, guarantee or remedy that cannot legally be removed, restricted or changed.
To the extent permitted by law, Express Transfers is not responsible for indirect or consequential loss resulting from circumstances outside our reasonable control.
- GOVERNING LAW
These Terms and Conditions are governed by the laws of Queensland, Australia.
Any dispute relating to these Terms and Conditions or services provided by Express Transfers will be dealt with under the applicable laws of Queensland and Australia.
- BUSINESS DETAILS
Express Transfers
ABN: 28 646 848 309
Operator Accreditation: Q900526456
PO Box 197, Isle of Capri QLD 4217
Telephone: 0409 084 150
If you have any questions about a booking, cancellation, change or our services, please contact Express Transfers directly.