TERMS AND CONDITIONS
The following Terms and Conditions form part of any booking or quotation provided for tour and/or transfer services by Coast Tours and Transfers. You agree that by proceeding with a booking, accepting a quotation or agreeing to any service provided, including bookings made by phone, email or website, you are bound by the Terms and Conditions as set out below.
Booking agents shall ensure all terms and conditions are communicated clearly with their clients.
If your booked service includes two or more passengers, the person making the reservation shall be deemed and will act as an agent for all members of the party.
Account holders, please refer to your account terms.
BOOKING DETAILS & PAYMENT METHOD
Prices are in Australian dollars (AUD) and include 10% Goods & Services Tax (GST).
Quotations are valid for a period of 14 days from the date of issue.
Coast Tours and Transfers is a pre-booked service. Payment in full by credit card is required and must be received 7+ days prior to travel. Bookings made within 7 days of the travel date require payment in full at the time of booking.
All prices are subject to change without notice. However, once a booking is confirmed by email, the agreed price at the time of booking will not be affected by seasonal price rises. Confirmed bookings and prices are held firm unless there is a change in the details as quoted.
When sending a booking request, this is not a confirmed booking. Confirmation will be sent via email once confirmed as it is subject to vehicle availability.
Please ensure quote and booking requests contain accurate contact details. Incorrect contact details may result in Customer Service being unable to process a quote or finalise a booking thus making the request unverified and invalid. All such bookings shall remain as unconfirmed bookings.
All bookings are subject to vehicle availability. If we are already booked at the time of your service request we will contact you by phone to advise. Should we be unable to contact you by phone, an email will be sent to advise.
Pick up times are at the sole discretion of the passenger, information of travel times provided are based on general travel times and distances and is to be used as a guide only. Allowances should be made for the time of day, peak traffic congestion, possible traffic accidents, weather conditions and other potential circumstances that may cause delay. We shall not be, under any circumstances, responsible for missed flights or late destination arrival.
PASSENGER INFO & CHILD RESTRAINTS
At the time of booking, let Customer Service know you will be travelling with a child 0-7 years and a baby/child booster seat will be provided FREE on request. Safety is paramount at Coast Tours and Transfers and your child’s life is priceless!
Infant; 0-3 years old.
- In accordance with Queensland passenger transport legislation, children aged 0-3 can be held on the lap of an adult travelling passenger.
Child; 3-13 years old.
- In accordance with Queensland passenger transport legislation, children 3-13 years old must occupy their own seat.
Children are charged at the child rate (tours only) or at the per person rate (transfers and charters only).
Passengers under the age of 16 years old must be accompanied by an adult at all times. Any child between 5-12 years travelling alone must be booked as an Unaccompanied Minor, additional charges apply for escorting unaccompanied minors. Coast Tours and Transfers will not transport children under 5 years as an unaccompanied minor.
- Proof of Concession is required when boarding.
Seniors are charged at a concession rate (tours only) or at the per person rate (transfers and charters only).
Standard luggage approx. 1x large suitcase (up to 20kg) and 1x carry-on (7kg) per passenger is permitted. This is based on the general size and weight guidelines used by most airlines.
All excess luggage including additional suitcases and/or bags, sporting equipment, prams/strollers, portacots etc must be advised when booking, additional charges may apply. It is necessary to declare any additional luggage to ensure an appropriate size vehicle is dispatched for your transfer.
Additional luggage costs are as follows;
- Surfboards: $15 per board
- Ski bags: $15 per ski bag
- Bike box: $15 per bike box
- Golf clubs: $10 per set
- Pram/Buggy: $10 per pram/buggy
- Baby/booster seat: $10 per baby/booster seat
- Additional suitcases/bags (exceeds quantity of passengers): $10 per suitcase
Maximum charge of $30 for additional luggage when carrying in vehicle only. Excessive luggage will require transport by luggage trailer. Luggage trailers are available by request only, contact Customer Service for a quote. Pricing is based on the size of the trailer required.
Undeclared luggage will be automatically charged to the credit card authorised for the transfer at the time of booking and may include an additional administration fee.
CANCELLATION & REFUND POLICY
You may be entitled to a full or partial refund depending on how much notice you give us of your cancellation;
- More than 7 days’ notice prior to departure; full refund issued less $22 booking fee.
- Flight cancelled by airline with more than 48 hours notice; full refund issued less $22 booking fee.
- 7 days’ or less notice prior to departure; 50% of the fare is refunded.
- Less than 48 hours notice of cancellation and/or failure to board; no refund is given.
We ask that you provide as much notice as possible if your flight/cruise is cancelled.
For international travellers, contact Customer Service on 0400 152 362 immediately if there are any delays in Customs and we will wait for up to one hour from the scheduled flight has landing time after which time waiting fees apply (subject to availability). In the rare case you fail to contact us and no communication has been made, this will be deemed as “failure to board / no show” and you will therefore forfeit your fare.
Coast Tours and Transfers will not offer a refund if the service cannot run due to unforeseen circumstances out of Coast’s control including but not limited to Natural Disasters ie; floods, cyclones and bushfires etc.
Due to conditions outside of our control, you will need to seek recourse from the party responsible for the delay. We strongly recommend you seek travel insurance to cover such incidents.
Please be on time for your departure as there are no refunds if you miss your pickup (transfers). Late departure for tours will result in less time attending each destination.
In the event of any incident, accident or breakdown during the journey, a full refund of the service will be issued.
Cancellation requests including partial and full refund requests are to be submitted in writing to firstname.lastname@example.org
Granted refunds will be made payable directly to the credit card authorised for the transaction only.
BOOKING CHANGES / RESCHEDULING
An itinerary confirming your booking details will be emailed to you within 12 hours of your booking being placed; within the hour for same day bookings. Please carefully check your booking confirmation itinerary email and notify Customer Service within 48 hours if any information is incorrect or if you did not receive the itinerary; contact us immediately if travelling before this time. Rescheduling and/or changes of bookings after this time incur a $22 administration fee; a minimum of 24 hours’ notice prior to travel is required.
Rescheduling requests due to late, delayed, cancelled or connecting flights/cruises, mechanical breakdown, inclement weather, illness or other such circumstances incur a rescheduling fee based on the notice given and the new dates and time of the rescheduled booking required, minimum charge $22. Contact Customer Service for more information.
All rescheduling requests are to be submitted by email to email@example.com
Changes to bookings are strictly subject to availability. Whilst Coast Tours and Transfers exercises due care, we will not be held responsible for incorrect information provided by the Customer and/or Agent or if you miss your transfer due to failure to check the itinerary for accuracy.
If you miss your connecting flight and are arriving on a later flight, please call Customer Service on 0400 152 362.
For any changes on the day, please contact Customer Service on 0400 152 362.
LATE FLIGHTS / CRUISES
If your flight or cruise ship has been delayed, call Customer Service on 0400 152 362 as soon as you are aware and we will make every effort to accommodate your needs. We ask that you provide as much notice as possible if your flight/cruise is delayed. At the time of booking, we recommend updating your flight details with us so our Operations Department can check the status of your flight and make alternate arrangements with our drivers, where possible. Please review our Complimentary Wait Times below for more information.
Whilst we will make every effort to ensure our guests receive optimal service, we recommend that our guests hold adequate travel insurance before commencement of service as Coast Tours and Transfers can not be held responsible for commercial flight, connecting flights or cruise ship delays.
EARLY FLIGHTS / CRUISES
Flights are monitored by our Drivers and our Operations Department. In the event that the plane/cruise ship arrives early, drivers will endeavour to meet the earlier than expected flight/cruise, when possible, but this is not guaranteed. As all vehicles are allocated timeslots, in some situations, this may not be possible. If this is not possible, your driver will meet you at the time outlined in your booking confirmation. Please remain at the designated meeting point until you meet your driver.
COMPLIMENTARY WAIT TIMES
We will provide, at no cost, complimentary wait times as per the following table.
International Airport Terminals: up to 50 minutes from scheduled flight arrival
Domestic Terminals: up to 30 minutes from scheduled flight arrival
All other locations: up to 10 minutes. If you need the driver to wait longer than this period of time, waiting time will be charged in 5 minute increments from the original booking time (subject to availability) at minimum charge of $7 per 5 minute block, depending on quantity of passengers/vehicle allocation. Pricing is as follows; 1-4 passengers $1.40/minute, 5-9 passengers $1.60/minute, 10-12 passengers, $2.00/minute, 13-16 passengers $2.50/minute.
Drivers have the right to leave if no communication is received from passengers within the Complimentary Wait Time. Such circumstances will be deemed a “Failure to Board / No Show”. Additional charges apply where the driver is kept waiting at the pick up point, for any reason, for longer than the Complimentary Wait Time. Waiting fees are charged at a minimum of $7 per 5 minute block, excess airport parking fees may also apply; this is strictly subject to availability and will not exceed 90 minutes from the scheduled flight arrival time for international flights and 60 minutes for domestic flights.
On arrival/departure, please endeavour to locate the driver. A refund will be provided if our driver fails to reach the pick up point but no refund will be considered if the driver is at the pick up point and you fail/neglect to locate the driver. Failure to arrive at the meeting point at the designated time without an emailed cancellation notice and receipt of confirmation will result as “Failure to Board / No Show” and you will therefore forfeit your fare.
Whilst enroute to your destination, stop-overs to pick up keys, groceries, liquor etc must be agreed to prior to your travel date, please contact Customer Service to discuss your individual requirements. Should a driver authorise any undeclared stops whilst in transit, waiting fees as well as the additional transit time are chargeable, additional toll and parking fees may also apply. Stop-overs are charged at a minimum of $20 for undeclared transit and stop-over times that take less than 15 minutes to complete. Thereafter, undeclared stops are charged at a minimum of $7 per 5 minute block depending on quantity of passengers/vehicle allocation. Pricing is as follows; 1-4 passengers $1.40/minute, 5-9 passengers $1.60/minute, 10-12 passengers, $2.00/minute, 13-16 passengers $2.50/minute.
All Waiting time and Stop-over fees will be automatically charged to the credit card authorised for the transfer at the time of booking. Drivers are not involved in the financial or administration aspects of the business and are therefore not aware of our guidelines surrounding extra charges or rates. It is the hirer/agents responsibility to manage the group at the time of transport. Please feel free to contact Customer Service on 0400 152 362 if further explanation is required.
Drivers will meet passengers 25 minutes after scheduled flight arrival time, at the luggage carousel designated for your flight.
Drivers will meet passengers 45 minutes after scheduled flight arrival time, at the Arrivals Hall (just outside Customs exit doors), inside the terminal.
If you can not locate your driver, please call Customer Service on 0400 152 362 for assistance. Due to privacy laws, airlines can not confirm if passengers have boarded their flight.
Our tours and transfers operate to Australian Eastern Standard Time (Queensland). Please bear this in mind when booking transport to or from NSW Northern Rivers and Byron Bay during Daylight Savings time.
LAST MINUTE BOOKINGS
Online bookings are only accepted for next day or later as reservations are processed during general office hours (8am-5pm Monday to Sunday) and may not be immediately viewed. For last minute bookings, please contact the Customer Service line on 0400 152 362 to ensure vehicle availability. Last minute bookings may incur a Same Day booking fee with a $20 minimum charge when travelling the same day as booking a transfer or private charter.
TOUR TIMES / CHANGES
Whilst we will make every effort to have you back at your hotel/residence at the time indicated, this may be affected by circumstances beyond our control eg; traffic and/or weather conditions.
Coast Tours and Transfers reserves the right to cancel tours, change routes and itineraries or substitute vehicles without notice. Under these circumstances, we will work with you to reschedule, if possible, or provide a full refund or gift certificate for use at a later date.
REFUSAL TO BOARD
Drivers have the right to refuse any passenger to board a vehicle, if he or she feels that the passenger is aggressive, intoxicated or poses a danger to any other passenger or driver. If a passenger becomes aggressive during transportation the driver may request that the offending person exit the vehicle or instantly terminate the service. No refunds will be issued.
DAMAGES & CLEANING FEES
The hirer is liable for the behaviour of all their associated passengers and will be accountable for any damage caused to both the interior and exterior of the vehicle and to its contents by themselves or any of the passengers on board.
With the exception of water, the consumption of food and beverages is not permitted in any vehicle. This policy ensures the health and safety of our passengers as well as the cleanliness and hygiene of our vehicles; please help us to maintain service standards.
If there is any deliberate or inadvertent damage to the vehicle, its’ contents, or if elements have been misplaced, then the repair will be quoted at a cost with an additional administration fee charged by Coast Tours and Transfers to replace or repair the damaged/soiled objects. Any repairs that are to be undertaken will be quoted accordingly by a certified repairer.
Credit card details will remain on file until completion of services. Coast Tours and Transfers reserves the right to charge a cleaning fee to the credit card authorised at the time of booking.
The below is to be used as a guideline only for chargeable cleaning fees, and is subject to additional costs for significant mess;
Small interior/exterior mess; requires vacuuming or minor clean $20
Moderate interior/exterior mess; small food or beverage spills on fabric or other hard to clean surfaces, minor bodily fluid messes $80
Major interior/exterior mess; large food or beverage spills on fabric or other hard to clean surfaces, major bodily fluid messes (including vomit) $150
The hirer accepts that there is a no smoking policy in the vehicle at all times, this is in accordance with legislation. A cleaning fee of $150 will be charged if the hirer or associated passengers are found to be smoking in vehicles. The company also does not permit the consumption of alcohol or illicit drugs whilst in the vehicle. Failure to comply with this policy will result in the termination of hire, no refund will be given.
In some instances, a driver may deem a location or situation unsuitable or unsafe to negotiate vehicle access ie; heavily steep climbs, unsealed roads, weather conditions etc., rendering some locations inaccessible. In such circumstances, the driver will endeavour to drop off/pick up passengers at the closest safest point possible and an alternative will be sought and used at the drivers discretion or termination of service will occur, if necessary.
Drivers will adhere stringently to all legal road rules at all times.
THIRD PARTY SERVICE PROVIDERS / SUBCONTRACTORS
Coast Tours and Transfers have exclusive partnerships with other transfer companies who may be used during peak times. All alliances and exclusive partnerships have an agreement with Coast Tours and Transfers to follow and uphold Coast’s policies and procedures and to maintain a high level of customer service standards at all times. Although our partners remain under our supervision, they are governed by their own operational guidelines and operate at all times under their own insurance policies.
If a passenger is using a Coast Tours and Transfers alliance or exclusive partner as an outsourced company, Coast takes responsibility of all booking and service requirements through the company’s reservations and operations team.
Coast Tours and Transfers accept no liability or responsibility for any delayed/cancelled flights, delays caused by traffic and/or traffic accidents, unforeseen mechanical vehicle breakdowns, severe weather conditions, burglary, theft, fire or for any other circumstances beyond our control. Coast Tours and Transfers does not accept responsibility for any losses, injury, death, damage or delay. We accept no liability or claim for liquidated damages, consequential loss or for any other eventuality.
Our insurance policies only cover passengers whilst inside the vehicle and enroute.
All luggage is the sole responsibilty of the passenger. Coast Tours and Transfers accepts no responsibility for any loss or damage to luggage, whether such loss or damage may be due to alleged negligence or misconduct on the part of the company, its employees or agents. Therefore, please keep an eye on your luggage at all times.
Whilst we will make every effort to keep our guests and their belongings safe and transport guests in a timely manner, we recommend that our guests hold adequate travel insurance before commencement of service.
Coast Tours and Transfers has full Government Accreditation as a Public Passenger Transport Service Operator and carries Business Liability, Public Liability and CTP Insurance. All drivers hold Driver Authorisation licenses, are police checked and have clean driving records.
Maximum liability is limited to a full refund of the amount paid related to the booking in question.
This policy outlines our commitment to protecting the privacy of the personal information that we collect either directly from you or via our website www.coasttours.com.au
If you do not wish to provide personal information to us, you do not have to do so. However, this may affect your use of our website and may impact on the products and services we are able to offer to you.
We will only ever use the personal information that we collect from you for the purposes of providing our products and services to you, including communicating with you, and for our internal record keeping and marketing purposes. We will not share this information with any third party, except in conjunction with the products and services we are providing to you, or unless required to do so by law, as set out in the Privacy Act 1988.
You may request details of the personal information that we hold about you. If you believe that the information is incorrect or out of date, please contact us with your updated details, so that we can make changes.
Coast Tours and Transfers is committed to ensuring that your privacy is protected. For any questions or concerns, please contact us on 0400 152 362.
COAST TOURS AND TRANSFERS
ABN 74 470 924 63
Terms and conditions are subject to change without notice.