Booking Terms & Policies

Last Updated: 1/3/2026 V 2.0

1. Definitions

In these Terms and Conditions, unless the context otherwise requires:

• "Pacific Transfers," "We," "Us," "Our" means Pacific Transfers ABN 94 171 687 253, providing passenger transport services.
• "Client," "You," "Your" means any person, firm, company, or entity booking or receiving Services from Pacific Transfers.
• "Services" means the passenger transport services, including but not limited to airport transfers, point-to-point transfers, and other chartered transport, provided by Us to You, as detailed in the Quote or booking confirmation.
• "Quote" means a quotation provided by Us to You for the Services.
• "Price" means the fee payable for the Services as set out in the Quote or as otherwise agreed in writing.
• "Booking" means a confirmed request for Services made by You.
• "Vehicle" means any vehicle used by Pacific Transfers or its subcontractors to provide the Services.
• "Driver" means the person driving the Vehicle.
• "GST" means Goods and Services Tax as defined in A New Tax System (Goods and Services Tax) Act 1999 (Cth).
• "Confidential Information" means all information (whether oral, written, or in electronic form) disclosed by You to Us or by Us to You that is not publicly known, relating to your personal details, booking information, or our business operations.
• "Invoice Terms" means the payment terms specified on an invoice provided to corporate entities, or as otherwise agreed in writing.
• "Site" means Our website pacifictransfers.com.au if applicable.
• "Third Party Suppliers" means any third party engaged by Us to assist in the provision of the Services, including subcontracted drivers or vehicle providers.
• "Force Majeure Event" means any event or circumstance beyond Our reasonable control, as further defined in Clause 13.

2. Agreement to Terms

By making a Booking with Pacific Transfers or using Our Services, You acknowledge that You have read, understood, and agree to be bound by these Terms and Conditions. These Terms and Conditions, together with Your Quote, constitute the entire agreement between You and Pacific Transfers. Your express or implied agreement to these Terms also constitutes your authority for Us to retain or destroy documents in accordance with statutory periods, or on termination of these Terms.

3. Booking Process

• 3.1. Making a Booking: Bookings for Our Services can be requested through the following channels:

• Website: By completing the online booking form on Our official website.
• Email: By sending a booking request to Our designated email address: hello@pacifictransfers.com.au.
• Phone: By calling Us directly on Our business phone number(s).
• SMS: By sending a text message with Your booking request to Our business mobile number.

• 3.2. Required Information: To make a Booking, You must provide Us with accurate and complete information, including but not limited to:

• Your full name and contact phone number.
• The date and desired pick-up time for the Service.
• The precise pick-up address and drop-off address.
• The total number of passengers.
• Details of any oversized luggage, excess luggage, or special requirements (e.g., child restraints, accessibility needs - see Clause 10).
• Flight details (if an airport transfer).

• 3.3. Quotations: For certain Services, particularly for customised trips or corporate accounts, We may provide You with a Quote. This Quote will be valid for a specified period, typically 7 days, unless otherwise stated. Acceptance of a Quote will be required to proceed with a Booking.
• 3.4. Booking Confirmation:

• Your Booking is not confirmed until You receive a formal booking confirmation from Pacific Transfers, which may be sent via email or SMS.
• We reserve the right to decline any booking request at Our discretion.
• For online bookings, an automated acknowledgement may be sent, but the Booking is only confirmed upon receipt of Our specific confirmation.

• 3.5. Accuracy of Information: You are responsible for ensuring that all information provided to Us for a Booking is accurate and complete. We are not liable for any errors or failures in Service delivery resulting from inaccurate or incomplete information provided by You. Any changes to booking details must be communicated to Us as soon as possible and may be subject to the amendment conditions in Clause 6.3.
• 3.6. Minimum Notice: While We will endeavour to accommodate last-minute bookings, We recommend making Bookings at least 24 hours in advance, especially during peak seasons or for services outside standard hours, to help ensure availability.

4. Fees, Charges, and Payment

• You agree to pay Us the fees and expenses for the Services that You have requested, as set out in the Quote (Price).
• All amounts are stated in Australian dollars ($AUD) and include Australian GST (where applicable).
• All quoted amounts are inclusive of compulsory Government or regulatory charges and are subject to change at any time prior to full payment of the Price, except where a Price has been fixed in a confirmed Booking.
• A surcharge may apply if You request the Service on a public holiday, outside of regular business hours (as defined by Us), or during peak periods of demand. Any such surcharge will be advised at the time of booking or in the Quote.
• Payment is required in advance to confirm and secure Your reservation unless alternative arrangements have been explicitly agreed with Pacific Transfers in writing.
• If You are a corporate entity, We may agree to invoice You on terms as described in the Quote or a separate corporate agreement (Invoice Terms). You agree to pay Our Invoices within the agreed Invoice Terms.
• Our pricing structure, payment methods, and these Terms may be amended from time to time at Our discretion.
• Pricing changes will apply to Services booked after the date of the change.
• All other changes to these Terms will apply from the date that the amended or new Terms are provided to You, published on Our Site, or if You enter into a new Quote, whichever is earlier.

5. Waiting Time and No-Show Policy

• Waiting Time: For point-to-point transfers (excluding pre-booked airport arrival transfers which may have separate conditions), a complimentary waiting period of five (5) minutes beyond the scheduled pick-up time is included. In the event of a delay beyond this initial 5 minutes caused by You or Your passengers, a waiting fee of $1.33 per minute may be applied at Our discretion.
• No-Show Policy: If You or Your nominated passenger(s) fail to arrive at the scheduled pick-up location at the agreed booking time, and We have not been notified of any delays or changes, this will be considered a "No-Show." A No-Show will result in the full Price of the booked Service being charged and will be treated as a last-minute cancellation with no refund. Our driver will attempt to contact You before leaving the pick-up point.

6. Cancellations and Amendments

• 6.1. Cancellation by You

• If You need to cancel or amend the Services, please notify Us as soon as possible by email at hello@pacifictransfers.com.au or by phone/SMS.
• A cancellation or amendment will not take effect until We have received written confirmation from You and have acknowledged receipt.
• In the event You cancel the Services, We will charge a cancellation fee as follows:

• If cancelled 4-24 hours prior to the scheduled pick-up time, a 50% cancellation fee of the total Price will apply.
• If cancelled less than 4 hours prior to the scheduled pick-up time, or in the case of a No-Show, a 100% cancellation fee of the total Price will apply.

• If any amount of the Price is outstanding at the time You cancel the Services, any amount You owe Us under this cancellation policy will become immediately due and payable.

• 6.2. Cancellation by Us

• We reserve the right to cancel the Services and these Terms immediately if, acting reasonably, We determine that:

• A Booking request is inappropriate, improper, or unlawful.
• You fail to pay the fees and expenses in accordance with these Terms or any agreed Invoice Terms.
• There is a risk to the health or safety of Our Driver or damage to Our Vehicle.

• If We are unable to provide You with the Services during the booking time requested due to a reason reasonably outside of Our control (e.g., unforeseen mechanical failure, significant safety concern not amounting to a Force Majeure Event), We will contact You as soon as possible. In such instances, We will endeavor to arrange alternative transport. If We cannot, We will refund any amount that You have paid to Us for the unrendered portion of the Services.

• 6.3. Booking Amendments by You

• You can request to amend Your Booking (e.g., changing dates, times, or locations of the Services) by giving Us at least 48 hours' written notice. All amendments are subject to availability and any applicable pricing adjustments or additional fees.
• If We are unable to accommodate Your requested amendment, Your original Booking will remain in effect unless You choose to cancel it in accordance with Our Cancellation Policy (Clause 6.1).

7. Passenger Conduct and Safety

• To ensure the utmost satisfaction and safety for all clients and Our Drivers, We reserve the right to decline transportation to, or remove from a Vehicle, individuals under the influence of alcohol or illicit drugs, or those whose behaviour is, or has the potential to be, disruptive, offensive, threatening, or unsafe to the Driver, other passengers, or the Vehicle.
• If You or any passenger behaves in a manner which the Driver reasonably considers to be unsafe, offensive, or which may damage the Vehicle (including but not limited to being unduly intoxicated, aggressive, or causing a nuisance), the Driver may immediately terminate the Services and evict the offending passenger(s) from the Vehicle.
• You will not be refunded for any part of the Services if any passenger is evicted from the Vehicle due to such behaviour.
• Unless specified otherwise in the Quote or explicitly permitted by Us, the consumption of food and beverages (especially alcoholic beverages) in the Vehicle is prohibited. A cleaning fee may apply if this condition is breached.
• Smoking (including e-cigarettes and vaping) in the Vehicle is strictly prohibited at all times.
• Pets are not permitted in the Vehicle without Our prior written consent, with the exception of registered assistance animals accompanying their handler. Please advise Us at the time of Booking if an assistance animal will be travelling.
• You agree that all passengers will wear their seatbelts at all times when the Vehicle is in motion and will comply with all relevant road rules and lawful Driver instructions.
• Any failure to comply with seatbelt requirements or road rules may be considered unsafe behaviour, and the relevant passengers may be instructed to leave the Vehicle or the Service may be terminated without refund.
• You agree that You will be liable for the full cost of any damage to the Vehicle (interior or exterior) or additional cleaning required as a direct result of the act or omission of any passenger during Your Booking. This includes, but is not limited to, spillage, soiling, or vandalism.

8. Service Conditions and Limitations

• You acknowledge that due to road, traffic, weather, or specific location conditions, We may not always be able to pick up or deliver passengers to the exact location specified in the Quote.
• If this is the case, the Driver will use their best endeavours to pick-up or deliver passengers at the closest safe and practical alternative point. We will attempt to communicate any such necessary changes to You as soon as possible.
• We will use reasonable endeavours to ensure You arrive at Your destination on time, but We do not guarantee arrival at any specific time and will not be liable for any loss or damage arising from delays caused by traffic congestion, road closures, accidents, adverse weather conditions, or other circumstances beyond Our direct control.

9. Luggage

• You must inform Us of the amount of luggage at the time of Booking. We reserve the right to refuse to carry excessive or oversized luggage that cannot be safely and legally stowed in the Vehicle. We are not responsible for any loss or damage to Your luggage unless caused by Our negligence.

10. Special Requirements / Accessibility

• Please inform Us at the time of Booking if You or any member of Your party has any special requirements, including mobility assistance needs or the requirement for child restraints.
• We will use reasonable endeavours to accommodate such requests, subject to the availability of suitable Vehicles and equipment. If We are unable to meet a specific requirement, We will inform You at the earliest opportunity.
• While We may be able to provide approved child restraints subject to availability (a fee may apply), it is Your responsibility to ensure any child restraint is correctly fitted and suitable for the child. If You provide Your own child restraint, You are solely responsible for its correct fitting and suitability.

11. Confidentiality

• We, including Our employees and contractors (including Third Party Suppliers), agree not to disclose Your Confidential Information to any third party, except where necessary to provide the Services (e.g., providing pick-up details to a subcontracted Driver) or as set out in Our Privacy Policy or as required by law.
• We agree to use all reasonable endeavours to protect Your Confidential Information from any unauthorised disclosure.
• We agree only to use Your Confidential Information for the purpose for which it was disclosed by You, to provide and improve Our Services to You, and not for any other purpose, unless permitted by You or by law.
• These obligations do not apply to Confidential Information that must be disclosed by law or by a regulatory authority, including under subpoena.

12. Data Retention and Privacy

• On completion of the Services, We will retain Your booking details and related personal information as required by law (e.g., for taxation, transport operator regulations) or regulatory requirements.
• Our collection, use, and storage of Your personal information will be in accordance with the Australian Privacy Principles. Please refer to Our Privacy Policy available on our website or available on request, for more detailed information.
• Your agreement to these Terms constitutes your authority for Us to retain or destroy documents containing Your information in accordance with statutory periods or on termination of these Terms, subject to legal requirements.

13. Force Majeure

• We shall not be liable for any failure to perform, or delay in performing, Our obligations under these Terms if such failure or delay is due to a Force Majeure Event.
• A Force Majeure Event includes, but is not limited to, acts of God, flood, fire, earthquake, explosion, governmental actions, war or hostilities (whether war be declared or not), invasion, act of foreign enemies, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalisation, government sanction, blockage, embargo, labour dispute, strike, lockout, or interruption or failure of electricity or telephone service, severe weather conditions, road closures due to accidents or natural events, pandemics or public health emergencies, or any other event beyond Our reasonable control which directly impacts Our ability to provide the Services.
• If a Force Majeure Event occurs that affects the performance of Our obligations under these Terms:

• We will contact You as soon as reasonably practicable to notify You; and
• Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Force Majeure Event. We will arrange a new date for performance of the Services with You after the Force Majeure Event is over, or if You prefer, provide a refund for any Services not yet rendered.

14. Subcontracting

• We reserve the right to subcontract the provision of the Services, or any part thereof, to Third Party Suppliers (subcontractors) who meet Our required standards of safety, professionalism, and licensing.
• These Terms and Conditions shall apply to any Services provided by Our subcontractors as if they were provided directly by Us.
• We will remain Your primary point of contact and will continue to be responsible for the coordination and quality of the subcontracted Services.

15. Liability

• To the maximum extent permitted by law, We exclude all express or implied representations, conditions, guarantees, and terms relating to the Services and these Terms, except those set out in these Terms or those which cannot be excluded under the Australian Consumer Law.
• Nothing in these Terms and Conditions excludes, restricts, or modifies any guarantee, warranty, term, or condition, right, or remedy implied or imposed by any statute or regulation which cannot lawfully be excluded or limited. This may include the consumer guarantees under the Australian Consumer Law.
• Where We are not able to exclude a guarantee, warranty, term, or condition, Our liability for any breach of such will be limited, at Our option, to:

• the supplying of the Services again; or
• the payment of the cost of having the Services supplied again.

• Except where such loss or damage cannot be lawfully excluded under the Australian Consumer Law (such as reasonably foreseeable loss resulting from Our failure to meet a consumer guarantee), We will not be liable to You (whether in contract, tort including negligence, breach of statutory duty, or otherwise) for any loss, damage, costs (including legal costs), or expense that is indirect, incidental, special, or consequential. This includes, but is not limited to, loss of profits, loss of revenue, loss of production, loss of opportunity, loss of access to markets, loss of goodwill, loss of reputation, loss of use, or any indirect, remote, abnormal, or unforeseeable loss, or any loss or damage relating to business interruption, suffered by You or claims made against You, arising out of or in connection with:

• Your inability to access or use the Services;
• The late supply or non-supply of Services (except as provided for under Our cancellation or Force Majeure clauses);
• Any act or omission by Us or Our employees, agents, or subcontractors.

• To the maximum extent permitted by law, and subject strictly to Your statutory rights under the Australian Consumer Law which cannot be capped or excluded, Our total aggregate liability for any claim arising out of or in connection with the Services or these Terms (other than claims for personal injury or tangible property damage caused directly by Our negligence) shall not exceed the Price paid by You for the specific Service giving rise to the claim.

16. Indemnity

• You are liable for and agree to indemnify, defend, and hold Us harmless (including Our employees, agents, and subcontractors) from and against any and all claims, liabilities, suits, actions, damages, costs, and expenses (including reasonable legal costs) resulting directly from:

• Any information provided by You that is not accurate, up-to-date, or complete, or is misleading or a misrepresentation.
• Any breach of these Terms by You or Your passengers.
• Any negligent or unlawful act or omission by You or Your passengers.
• Any damage to Our Vehicle or property caused by You or Your passengers.
• Any misuse of the Services by You, Your employees, contractors, or agents.

• However, Your liability to indemnify Us will be reduced proportionately to the extent that Our negligence, breach of these Terms, or unlawful act contributed to the claim, loss, or damage.

• You agree to cooperate with Us (at Your own expense) in the handling of any disputes, complaints, investigations, or litigation that arise as a result of Your use of the Services, including but not limited to those that arise out of or relate to incorrect information You have given Us.
• The obligations under this indemnity clause will survive the termination of these Terms.

17. Entire Agreement

These Terms and Conditions, together with any specific Quote and confirmed Booking details provided by Us, constitute the entire agreement between You and Pacific Transfers concerning the provision of the Services and supersede all prior communications, negotiations, arrangements, and agreements, whether oral or written, between You and Us with respect to the subject matter. Any variations to these Terms must be in writing and signed by an authorised representative of Pacific Transfers.

18. Severability

If any provision or part of a provision of these Terms and Conditions is found to be illegal, invalid, unenforceable, or void by a court of competent jurisdiction, that provision or part-provision shall be deemed to be severed from these Terms and Conditions, and the remaining provisions will continue in full force and effect.

19. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of New South Wales, Australia. The parties irrevocably agree that the courts of New South Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with these Terms and Conditions.