Terms & Conditions

Effective date: 6 September 2026

These Terms and Conditions apply to chauffeur and related transport services supplied under the Luxride Chauffeur brand by TRASO PTY LTD (ABN 93 700 311 128) (referred to as Luxride, we, us or our).

By making a booking, paying for a booking, travelling with us, or arranging travel for another passenger, you agree to these Terms and Conditions. If you book for another person, you must make them aware of the terms that apply to passengers.

1. Our services

Luxride provides private chauffeur services in Sydney and regional New South Wales, including airport and cruise transfers, point-to-point journeys, hourly hire, corporate travel, weddings, events and tailored itineraries.

Services may be performed by us or by a suitably licensed and insured chauffeur or transport provider engaged by us. We remain responsible for our obligations to you under applicable law.

2. Bookings and confirmation

You may request a booking through our website, by telephone or through another channel we approve.

A booking is confirmed only when we issue a booking confirmation. An automated acknowledgement of your request does not by itself mean that the booking has been accepted.

You must check the booking confirmation promptly and tell us as soon as possible if any detail is incorrect. You are responsible for providing complete and accurate information, including:

• the passenger's name and contact number;
• pickup date, time and location;
• destination and requested stops;
• flight, cruise or event details where relevant;
• the number of passengers and amount of luggage;
• any child-restraint, accessibility or other special requirements; and
• any information reasonably required for us to perform the service safely and lawfully.

We may decline a booking before confirmation if the requested service, vehicle or chauffeur is unavailable, or if we cannot safely or lawfully perform the service.

3. Quotes, fares and additional charges

Unless stated otherwise, prices are in Australian dollars and include GST.

A fixed quote covers the journey and inclusions described in the booking confirmation. Changes requested by you, additional stops, route changes, waiting time, extra distance or time, parking, airport or venue fees, tolls, cleaning, damage or other costs not included in the confirmed quote may result in additional charges. We will disclose a charge, or the way it will be calculated, before it is incurred where reasonably practicable.

Hourly bookings are charged for the booked period and any approved additional time. The booking confirmation may specify a minimum hire period, included kilometres and charges for overtime or excess distance.

If a fare estimate is provided instead of a fixed quote, the final fare may vary reasonably according to the actual service supplied. We will not impose an additional charge that is inconsistent with the Australian Consumer Law.

4. Payment

You must pay using a payment method accepted by us and by the time stated in the booking confirmation. We may require full payment or a deposit before confirming or providing a service.

By supplying card details, you authorise us and our payment provider to charge the confirmed fare and any properly incurred additional charges under these terms. Any card surcharge will be disclosed before payment and will not exceed the amount permitted by law.

If payment is overdue, we may suspend future services or recover reasonable collection costs to the extent permitted by law. You should contact us promptly if you believe a charge is incorrect.

5. Changes requested by you

Please contact us as early as possible if you need to change a booking. A requested change is not accepted until we confirm it.

Changes are subject to vehicle and chauffeur availability and may alter the price. If we cannot accommodate a material change, you may keep the original booking or cancel it under section 6.

6. Cancellations and no-shows

Unless a different cancellation policy is stated in your booking confirmation, the following applies to standard bookings:

• cancellation more than 24 hours before pickup: no cancellation fee and any amount paid will be refunded;
• cancellation between 12 and 24 hours before pickup: a cancellation fee of up to 50% of the confirmed fare; and
• cancellation less than 12 hours before pickup, or a no-show: a cancellation fee of up to 100% of the confirmed fare.

Special events, weddings, group transport, multiple-vehicle bookings, regional travel and bespoke itineraries may have different deposit and cancellation terms. Any different terms will be disclosed before you confirm the booking.

A passenger is considered a no-show if they cannot be located or contacted after the complimentary waiting period and reasonable attempts to contact them using the details supplied with the booking.

Cancellation fees reflect the time reserved, work performed, and losses reasonably incurred because the booking was cancelled. If our actual loss is materially lower than the stated fee, you may ask us to review the charge. Nothing in this section limits any right or remedy available under the Australian Consumer Law.

7. Waiting time and late passengers

Unless your booking confirmation states otherwise, complimentary waiting time begins at the confirmed pickup time and is:

• 15 minutes for homes, hotels, offices and other non-airport pickups;
• 30 minutes for domestic airport pickups; and
• 60 minutes for international airport and cruise-terminal pickups.

For airport pickups, we may adjust the pickup timing using flight information reasonably available to us. You must provide accurate flight details and tell us about known changes.

After complimentary waiting time expires, waiting charges may apply at the rate disclosed in your booking confirmation or communicated to you before the charge is incurred. The chauffeur may leave after the complimentary waiting period if they cannot contact the passenger or further waiting would affect another confirmed service.

8. Pickup times, delays and routes

Pickup and arrival times are estimates unless we expressly agree otherwise. Traffic, road closures, weather, accidents, security procedures, flight changes and other events outside our reasonable control may affect travel time.

We will use reasonable care and skill in planning and providing the journey, but you should allow sufficient time for flights, appointments and events. The chauffeur may choose or change a route for safety, traffic or operational reasons. A reasonable route change does not entitle you to a refund, although any additional charge remains subject to section 3.

9. Vehicles and substitutions

We will use reasonable efforts to provide the vehicle class confirmed for your booking. Images on our website are illustrative, and the colour, make, model or features may differ.

If the confirmed vehicle becomes unavailable, we may provide a vehicle of a similar or higher standard at no additional cost. If only a materially different vehicle is available, we will contact you where reasonably practicable and offer an appropriate remedy, which may include accepting the substitute, changing the booking or receiving a refund for any service we cannot provide.

Passenger and luggage limits must not be exceeded. If the passengers or luggage cannot be safely and legally carried in the booked vehicle, we may provide a larger vehicle if available and charge the disclosed difference, or decline to carry the excess passengers or luggage.

10. Passenger conduct and safety

Passengers must:

• comply with the chauffeur's reasonable safety directions and all applicable laws;
• wear seatbelts where fitted;
• not smoke or vape in a vehicle;
• not carry illegal, dangerous or improperly secured items;
• not distract, threaten, abuse or interfere with the chauffeur; and
• take reasonable care of the vehicle and its contents.

We may refuse to commence or may end a journey where a passenger's conduct is unsafe, unlawful, abusive, seriously disruptive, or likely to damage the vehicle. We will consider the circumstances and act reasonably. No refund is required for the unused part of a service ended because of serious passenger misconduct, except where required by law.

Food and drinks may be consumed only with the chauffeur's permission. Alcohol may be carried or consumed only where lawful and approved by us.

11. Children, accessibility and assistance animals

You must tell us at booking if a child restraint is required. Children must travel in a restraint required by law. Where we agree to supply a restraint, the accompanying adult remains responsible for checking that the child is correctly secured, except to the extent the law places that responsibility on the driver or us.

Please tell us about accessibility requirements before booking so we can confirm whether a suitable vehicle and service are available. Accredited assistance animals are welcome as required by law.

12. Luggage and personal property

You must tell us about oversized, fragile, valuable or unusual items before booking. We may refuse an item that cannot be carried safely or lawfully.

Passengers are responsible for checking that they have collected their belongings at the end of the journey. If property is found, we will take reasonable steps to record and return it. You are responsible for reasonable delivery or postage costs. Unclaimed property may be dealt with in accordance with applicable law.

13. Cleaning and damage

You are responsible for loss or damage caused deliberately or negligently by you or a passenger in your group. This may include reasonable repair costs, specialist cleaning and verified loss of use while a vehicle is being repaired or cleaned.

We will provide reasonable details of any claim and, where practicable, supporting evidence. Fair wear and tear, ordinary cleaning and damage not caused by you or your group will not be charged to you.

14. Our cancellations and events outside our control

We may cancel, delay or change a service where we cannot safely or lawfully provide it, or because of a breakdown, illness, severe weather, road closure, emergency, government action or another event outside our reasonable control.

We will take reasonable steps to notify you and, where practicable, arrange a replacement vehicle or alternative service. If we cancel and cannot provide a reasonable alternative, we will refund the amount paid for the service not supplied. This does not limit your rights under the Australian Consumer Law.

15. Consumer guarantees and liability

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill, be fit for a disclosed purpose where applicable, and be supplied within a reasonable time where no time is fixed.

Nothing in these terms excludes, restricts or modifies a guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

To the maximum extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable, or for loss caused by your act or omission, inaccurate information supplied by you, or an event outside our reasonable control. Any limitation in this section applies only to the extent it is fair and lawful in the circumstances.

16. Complaints and disputes

If you have a concern, please contact us promptly through the contact form at luxridechauffeur.com.au/contact or call (02) 5661 8866. Include your booking reference and enough detail for us to investigate. We will aim to acknowledge and address the complaint within a reasonable time.

If a dispute is not resolved, either party may pursue any right or remedy available under law. Nothing in these terms prevents you from contacting NSW Fair Trading, the Australian Competition and Consumer Commission, or another appropriate body.

17. Privacy

We handle personal information in accordance with our Privacy Policy and applicable privacy laws. We may share information with chauffeurs, transport providers, payment processors and service providers where reasonably necessary to arrange and deliver your booking, process payment, comply with law or protect safety.

Please review the Privacy Policy available on our website for more information about how we collect, use, disclose and protect personal information.

18. Website and intellectual property

The content on our website is provided for general information and may be updated. Unless otherwise stated, we or our licensors own the intellectual property rights in the website and its content. You may use the website for personal and lawful booking purposes, but must not reproduce, exploit, disrupt or misuse it without permission.

19. Changes to these terms

We may update these Terms and Conditions from time to time. The terms in effect when a booking is confirmed will apply to that booking, unless a change is required by law or you agree to the change. The current version will be published on our website with its effective date.

20. General

If any provision of these terms is invalid or unenforceable, it will be read down to the extent necessary or severed, and the remaining provisions will continue to apply.

A delay in exercising a right does not waive that right.

These terms are governed by the laws of New South Wales, Australia. The parties submit to the courts of New South Wales and courts entitled to hear appeals from them, subject to any rights a consumer has to bring proceedings elsewhere.

21. Contact details

Luxride Chauffeur

Operated by TRASO PTY LTD

ABN 93 700 311 128

Website: luxridechauffeur.com.au

Reservations: (02) 5661 8866

Contact: luxridechauffeur.com.au/contact