Terms of Service

Agreement to Terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer,” “you,” or “your”) and Mel Chauffeurs (“Company,” “we,” “our,” or “us”) regarding your use of our chauffeur and transportation services.

By booking our services, using our website, or engaging with our company in any capacity, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services.

Service Description

Our Services

Mel Chauffeurs provides premium transportation services including:

• Airport Transfers: Pick-up and drop-off services to/from Melbourne airports
• Corporate Travel: Business transportation for meetings, events, and corporate functions
• Wedding Transport: Luxury transportation for wedding parties and special occasions
• City Tours: Guided sightseeing tours around Melbourne and surrounds
• Event Transportation: Transport to concerts, sporting events, and social gatherings
• Long-Distance Travel: Regional and interstate transportation services

Service Area

Our standard service area covers the Melbourne metropolitan area and extends 200km from Melbourne CBD. We also provide custom long-distance services anywhere in Victoria and interstate upon request.

Booking and Reservations

Booking Process

• Bookings can be made online, by phone, or through our mobile app
• All bookings are subject to vehicle availability
• We recommend booking at least 24 hours in advance for guaranteed availability
• Same-day bookings are accepted subject to availability
• Corporate accounts require prior setup and approval

Confirmation

• All bookings require confirmation via email or SMS
• You will receive booking details including pickup time, location, and driver contact
• Changes to confirmed bookings must be made at least 2 hours before pickup time
• We reserve the right to refuse service for any reason

Customer Information

You must provide accurate information including:

• Full name and contact details
• Pickup and drop-off locations
• Required pickup time
• Number of passengers
• Special requirements or requests

Payment Terms

Pricing

• All prices are quoted in Australian Dollars (AUD) and include GST
• Rates are based on distance, time, and vehicle type
• Airport transfer rates include waiting time and flight monitoring
• Hourly rates apply for city tours and special events
• Tolls, parking fees, and additional stops may incur extra charges

Payment Methods

• Credit card (Visa, Mastercard, American Express)
• Corporate accounts with monthly invoicing
• Online payment through secure payment gateway
• Cash payments accepted for certain services

Payment Schedule

• Payment is due at time of booking or upon completion of service
• Corporate accounts: Net 30 days from invoice date
• Failed payments may result in service suspension
• Refunds processed within 5-7 business days

Cancellation and Refund Policy

Customer Cancellations

• 24+ hours notice: Full refund
• 4-24 hours notice: 50% cancellation fee
• Less than 4 hours: Full charge applies
• No-show: Full charge applies
• Airport transfers: 2-hour minimum notice required

Service Cancellations by Company

• Full refund if we cancel your booking
• Alternative arrangements offered when possible
• Force majeure events may result in cancellation without penalty
• Weather-related cancellations handled case-by-case

Modifications

• Changes must be made at least 2 hours before pickup
• Route changes during service may incur additional charges
• Additional stops subject to availability and extra fees
• Time extensions charged at hourly rates

Customer Responsibilities

General Conduct

• Be ready for pickup at the scheduled time
• Treat drivers and vehicles with respect
• Follow all safety instructions and vehicle rules
• Provide accurate pickup and drop-off information
• Inform us of any special requirements in advance

Prohibited Activities

• Smoking in vehicles
• Consumption of alcohol without permission
• Illegal drug use
• Abusive or threatening behavior toward drivers
• Damage to vehicle interior or exterior
• Exceeding maximum passenger capacity

Liability for Damages

Customers are liable for:

• Cleaning fees for excessive mess or spills
• Repair costs for any damage to vehicles
• Replacement costs for damaged or stolen items
• Additional charges for extended service due to customer delays

Company Responsibilities

Service Standards

• Provide clean, well-maintained vehicles
• Employ licensed, trained, and professional drivers
• Maintain comprehensive insurance coverage
• Monitor flights for airport transfers
• Provide 24/7 customer support

Safety Commitment

• Regular vehicle maintenance and safety inspections
• Driver background checks and ongoing training
• Compliance with all transportation regulations
• Emergency response procedures

Limitation of Liability

General Limitations

• Our liability is limited to the cost of the transportation service
• We are not liable for indirect, consequential, or punitive damages
• We are not responsible for personal belongings left in vehicles
• Weather delays and traffic conditions are beyond our control
• Flight delays and cancellations are not our responsibility

Insurance Coverage

• Comprehensive public liability insurance maintained
• All vehicles covered by commercial vehicle insurance
• Professional indemnity insurance for service-related issues
• Coverage details available upon request

Force Majeure

We are not liable for delays or inability to perform due to circumstances beyond our reasonable control, including:

• Natural disasters and severe weather conditions
• Government restrictions and emergency declarations
• Labor strikes and industrial disputes
• Road closures and traffic incidents
• Acts of terrorism or civil unrest
• Pandemic-related restrictions

Privacy and Data Protection

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy, which forms part of these Terms. By using our services, you consent to our privacy practices as outlined in our Privacy Policy.

• We collect only necessary personal information
• Information is used solely for service provision and improvement
• We do not sell or share personal information with third parties
• You have rights to access, correct, and delete your information

Dispute Resolution

Complaint Process

1. Contact our customer service team immediately
2. Provide detailed information about the issue
3. Allow us 48 hours to investigate and respond
4. Escalate to management if not resolved

Governing Law

These Terms are governed by the laws of Victoria, Australia. Any disputes will be resolved in the courts of Victoria, and you consent to the jurisdiction of these courts.

Modifications to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. We will notify customers of material changes via:

• Email notification to registered customers
• Notice on our website and booking system
• SMS notification for active bookings

Your continued use of our services after changes are posted constitutes acceptance of the modified Terms.