Terms & Conditions


AIRPORT MEETING POINTS

LuxCar monitors all arriving flights in real time to ensure that scheduled pick-up times are automatically adjusted according to actual landing times. Upon the aircraft’s arrival, passengers will receive an automated SMS containing the chauffeur’s live GPS location, together with integrated chat and call functions to facilitate direct communication.

SYDNEY

  • Domestic Arrivals: Chauffeurs will meet passengers at the designated limousine pick-up kerbside area.

  • International Arrivals: Chauffeurs will wait inside the arrival hall displaying a sign with the passenger’s name.

MELBOURNE
  • Domestic Arrivals: the chauffeur will meet passengers at the bottom of the escalators after exiting the security area, or alternatively, in the arrival hall displaying a sign with the passenger’s name.
  • International Arrivals: the chauffeur will be waiting in the arrival hall displaying a name sign.
  • Note: for minibus services, in accordance with Melbourne Airport regulations, vehicles with ten (10) or more seats must use the designated “Group & Charters” zones located on the ground levels. For Terminals T1, T2, and T3, the zone is positioned in front of Terminal 2. For Terminal T4, the zone is located on the ground level of the transport hub. Chauffeurs will ensure passengers are dropped off and collected at these designated areas in compliance with airport requirements.
BRISBANE

  • Domestic Arrivals: Chauffeurs will wait near the baggage carousels displaying a sign with the passenger’s name.

  • International Arrivals: Chauffeurs will wait inside the arrival hall displaying a name sign.

ADELAIDE

For both domestic and international arrivals, chauffeurs will wait inside the arrival hall displaying a name sign.

PERTH

For both domestic and international arrivals, chauffeurs will wait inside the arrival hall displaying a name sign.

FARES

All quoted fares exclude tolls, airport parking fees, and surcharges unless expressly stated otherwise. Such charges will be itemised and added to the final invoice or charged directly to the passenger upon completion of the journey.

WAITING TIME POLICY
Ground Transfers

All standard transfer fares are based on a seamless pick-up and drop-off experience. A complimentary 10-minute waiting period is included. Waiting time beyond this allowance will incur an additional charge of AUD $2.50 per minute.

Airport Arrivals

  • Domestic Flights: Complimentary waiting time of 30 minutes from the actual flight landing.

  • International Flights: Complimentary waiting time of 60 minutes from the actual flight landing.

Additional time beyond the complimentary allowance is charged at AUD $2.50 per minute and is subject to chauffeur availability.

OVERTIME POLICY (Hourly Services)

Overtime or service extensions are subject to chauffeur availability. If a booking exceeds the originally reserved duration, additional charges apply on an hourly basis, starting from AUD $110 per hour, depending on vehicle type. Overtime may alternatively be billed in accordance with the updated quote displayed on the LuxCar website. All overtime fees must be settled immediately after service completion unless otherwise agreed in writing.

CANCELLATION POLICY

All cancellations must be made through your LuxCar Account via the website or the LuxCar Passenger App.

Transfer Bookings

  • 24 hours or more before pickup: 10% cancellation fee

  • 4–24 hours before pickup: 50% cancellation fee

  • Less than 4 hours before pickup: 100% cancellation fee

Hourly Bookings

  • 48 hours or more before pickup: 15% cancellation fee

  • 24–48 hours before pickup: 50% cancellation fee

  • Less than 24 hours before pickup: 100% cancellation fee

Refunds (if applicable) will be processed within 14 business days of cancellation, less the applicable fee.

BOOKING AMENDMENTS

Customers may modify or amend bookings prior to the applicable cancellation cut-off time to avoid incurring cancellation fees. Any amendment made after the cut-off period will be treated as a cancellation and rebooking, subject to the same cancellation policy above.

IMPORTANT NOTES

LuxCar reserves the right to refuse service to any passenger who appears intoxicated, under the influence of drugs, or whose behaviour is considered disruptive, unsafe, or harmful to the chauffeur, vehicle, or other passengers. Such determinations are at the sole discretion of the chauffeur or LuxCar management. No refunds will be issued in these circumstances.

CONTACT

The passenger will receive full booking and chauffeur details (including vehicle registration) through the following channels:

  • Email: Sent once a chauffeur has been assigned, typically within 48 hours prior to pickup.

  • SMS: Sent when the chauffeur is en route or marked as “On the Way,” including live chat and call functions.

If you cannot locate your chauffeur:

  • Use the LuxCar App to contact them directly.

  • Alternatively, contact LuxCar at +61 1300 589 227 or via WhatsApp for immediate assistance.

LUXCAR PTY LTD – TERMS AND CONDITIONS OF SERVICE

These Terms and Conditions (“Terms”) govern the use of services provided by LuxCar Pty Ltd (“LuxCar”, “we”, “us”, or “our”) and form a legally binding agreement between LuxCar and you, the individual, organisation, or entity purchasing or using our chauffeur-driven hire services (“you” or “your”).

By making a booking, confirming a quote, or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1. ACCEPTANCE

1.1 LuxCar Pty Ltd, ABN 56 167 641 241, its successors and assigns, provides a booking and payment platform through which you may arrange a chauffeur-driven luxury hire vehicle as described on our website at www.luxcar.com.au (“Site”) or as confirmed by us via telephone or email (“Services”).

1.2 These Terms apply to all sales and bookings made by LuxCar and form the entire agreement between the parties (“Agreement”).

1.3 These Terms supplement and incorporate:

  • Our Website Terms of Use and Privacy Policy published on our Site; and

  • Any relevant payment processor terms, including the Stripe User Agreement.

1.4 You accept these Terms by:

  • Confirming acceptance of a Quote by email, online, or via telephone;

  • Instructing LuxCar to proceed with the Services; or

  • Making full or partial payment for the Services set out in our Quote or tax invoice (“Invoice”).

1.5 By purchasing Services, you acknowledge that you:

  • Have read and understood these Terms;

  • Are 18 years or older, or have the consent of a legal guardian who is 18 years or older; and

  • Will comply fully with these Terms.

1.6 LuxCar will not commence the provision of Services until the total amount due has been paid in accordance with the relevant Quote or Invoice.

2. REGISTRATION AND SERVICES

2.1 Account Creation

To access certain features or make bookings, you must register on the Site and create a LuxCar Account (“Account”). Each individual or entity may only hold one Account.

2.2 Account Information

When registering, you must provide accurate, current, and complete details, including your name, telephone number, email address, and payment information. You authorise LuxCar to charge your nominated payment method for Services and any additional charges, including waiting time, overtime, and cleaning fees.

2.3 Security and Confidentiality

You are solely responsible for maintaining the confidentiality of your Account credentials and all activities under your Account. LuxCar shall not be liable for any unauthorised access resulting from your failure to maintain confidentiality. You must notify us immediately of any unauthorised use.

2.4 Accuracy of Information

If any information provided proves to be inaccurate, incomplete, or outdated, LuxCar reserves the right to suspend or terminate your Account or access to the Services without notice.

2.5 Service Performance

LuxCar agrees to perform all Services with due care and skill and reserves the right to refuse any request deemed inappropriate, unreasonable, or unlawful.

2.6 Third Parties

LuxCar may engage employees, contractors, or third-party providers (“Third Parties”) to perform the Services. LuxCar is not liable for any act or omission of such Third Parties unless expressly stated otherwise.

2.7 Changes to Services

LuxCar may modify Services to comply with statutory or regulatory requirements. If such change materially affects you, LuxCar will provide reasonable notice, and you may cancel the booking without incurring cancellation fees.

3. WAITING TIMES

3.1 LuxCar chauffeurs will wait for the period specified in your Quote or booking confirmation.

3.2 If you fail to meet the driver within the agreed waiting time, the chauffeur may depart without notice, and full charges will still apply.

3.3 If the chauffeur continues to wait beyond the complimentary allowance, a waiting fee of AUD $2.50 per minutewill apply and be charged to your nominated payment method automatically.

4. PRICE, INVOICING AND PAYMENT

4.1 You agree to pay all fees and expenses for Services as stated in the Quote (“Price”). All prices are in Australian dollars (AUD) and include GST unless stated otherwise.

4.2 The Price may be adjusted prior to payment if there are changes in government charges, tolls, taxes, or regulatory costs.

4.3 Additional surcharges may apply for bookings:

  • On public holidays;

  • Outside regular business hours; or

  • During peak periods of demand or special events.

4.4 Payment may be made via Bank Transfer, debit card, or credit card. All payments are processed upon booking confirmation.

4.5 Payments must not be made by fraudulent or unlawful means. Failed or dishonoured payments will result in immediate cancellation of Services.

4.6 All payments made are final, subject to statutory rights. You acknowledge that once payment has been processed, you cannot unilaterally cancel or reverse it.

4.7 By making payment, you warrant that:

  • You are authorised to use the nominated payment method;

  • Payment will be honoured by the issuing institution; and

  • Sufficient funds will be maintained to cover all fees.

4.8 If LuxCar agrees to provide Services on credit terms, invoices must be paid within the period stated (“Invoice Terms”). Services may be suspended if invoices remain unpaid beyond one (1) day of the due date.

4.9 Late payments may incur interest at 2% per month. After seven (7) days overdue, LuxCar may engage debt collection services and report outstanding debts to credit agencies. All recovery costs will be payable by you.

4.10 Our pricing structure and payment methods may be amended at LuxCar’s discretion. Updated pricing applies to all future Services after notification.

5. YOUR OBLIGATIONS AND WARRANTIES

5.1 You warrant that:

  • You have the legal capacity and authority to enter into these Terms;

  • You will provide accurate, complete, and timely information;

  • You will comply with all applicable laws and third-party rights;

  • You will cooperate with LuxCar in good faith to enable efficient service delivery;

  • You are responsible for obtaining all consents and permits required for LuxCar to perform the Services;

  • You will not engage in conduct that is misleading, unlawful, or damaging to LuxCar’s reputation.

5.2 You must not:

  • Solicit, employ, or attempt to engage any LuxCar employee or contractor directly during or within twelve (12) months of service provision;

  • Post disparaging or defamatory statements about LuxCar or its personnel online or publicly.

5.3 If you hold an ABN, you must ensure it remains valid and disclosed to LuxCar. If registered for GST, you must comply with all relevant taxation requirements.

6. USE OF VEHICLES AND DAMAGE

6.1 Consumption of food and beverages within vehicles is prohibited unless expressly approved.

6.2 Smoking is prohibited in all LuxCar vehicles.

6.3 No pets are permitted unless pre-approved in writing.

6.4 The chauffeur may terminate the service immediately if a passenger behaves in a manner deemed unsafe, offensive, or likely to cause damage, including intoxication or harassment. No refund will be provided.

6.5 All passengers must wear seatbelts and comply with road laws. Failure to do so may result in termination of the trip without refund.

6.6 You are liable for the full cost of any damage, spillage, or excessive cleaning caused by you or your passengers. LuxCar may charge these costs directly to your stored payment method.

6.7 Due to road or location restrictions, chauffeurs may not always be able to access the exact pick-up or drop-off point. LuxCar will deliver passengers as close as reasonably practicable without refund entitlement.

7. DISCOUNT CODES AND PROMOTIONS

7.1 Promotional discount codes may be issued from time to time and must be applied at the time of booking.

7.2 Conditions of use will be specified upon issuance. Discount codes cannot be redeemed retrospectively or combined unless expressly permitted.

8. INTELLECTUAL PROPERTY

8.1 All materials, text, branding, logos, photographs, and software provided by LuxCar are protected under Australian and international intellectual property laws (“Materials”).

8.2 LuxCar retains exclusive ownership of all intellectual property rights in its Materials. No transfer or licence of rights is granted except as expressly stated herein.

8.3 You must not:

  • Copy, modify, reproduce, or create derivative works of any LuxCar Materials;

  • Use LuxCar intellectual property for commercial purposes without written consent.

8.4 Any unauthorised use constitutes a breach of these Terms and may result in legal action.

9. CONFIDENTIAL INFORMATION

9.1 Each party agrees to maintain the confidentiality of all non-public information disclosed by the other (“Confidential Information”).

9.2 LuxCar will only disclose Confidential Information to authorised personnel or third parties as necessary to perform the Services, or as required by law.

9.3 These obligations do not apply to information that:

  • Is publicly available without breach;

  • Was lawfully obtained from a third party; or

  • Must be disclosed under compulsion of law or regulation.

9.4 The confidentiality obligations under this clause survive termination of these Terms.

10. FEEDBACK AND DISPUTE RESOLUTION

10.1 LuxCar values customer feedback and seeks to resolve concerns promptly. Feedback should be submitted to bookings@luxcar.com.au.

10.2 In the event of a dispute:

  • The complainant must provide written notice detailing the dispute, the desired outcome, and proposed resolution;

  • Both parties will meet in good faith to attempt resolution (“Initial Meeting”);

  • If unresolved, either party may refer the matter to mediation through the Law Society of New South Wales, with both parties attending in good faith.

10.3 This clause does not restrict either party’s rights under law to pursue legal or equitable remedies.

11. CANCELLATION

11.1 Cancellations must be made in writing and are effective only upon receipt of confirmation from LuxCar.

11.2 If you cancel a booking, the following fees apply:

Transfer Bookings:

  • 24 hours or more before pickup – 10% cancellation fee;

  • 4–24 hours before pickup – 50% cancellation fee;

  • Less than 4 hours before pickup – 100% cancellation fee.

Hourly Bookings:

  • 48 hours or more before pickup – 15% cancellation fee;

  • 24–48 hours before pickup – 50% cancellation fee;

  • Less than 24 hours before pickup – 100% cancellation fee.

11.3 Refunds (if applicable) will be processed within 14 days, less any applicable fees.

11.4 LuxCar may cancel Services immediately if:

  • The booking is improper or unlawful;

  • You fail to provide timely instructions;

  • You engage in abusive or defamatory conduct; or

  • Circumstances beyond LuxCar’s control prevent service provision.

11.5 In such cases, pre-paid amounts will be refunded in full where applicable.

12. CONSUMER LAW, LIABILITY AND DISCLAIMERS

12.1 LuxCar’s liability is governed by the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

12.2 Where you are a consumer under the ACL, LuxCar guarantees that Services will be:

  • Provided with due care and skill;

  • Fit for the stated purpose; and

  • Supplied within a reasonable time.

12.3 To the extent permitted by law, LuxCar’s total liability for loss or damage arising from the Services is limited to either:

  • Re-supplying the Services; or

  • Refunding the amount paid for the relevant Service.

12.4 LuxCar excludes all other warranties, representations, or implied terms to the maximum extent permitted by law.

12.5 LuxCar will not be liable for:

  • Indirect, consequential, or incidental loss;

  • Loss of profit, goodwill, or business opportunity; or

  • Delays caused by your inaction or provision of incomplete information.

13. INDEMNITY

You indemnify LuxCar, its directors, officers, employees, and contractors against all claims, liabilities, damages, costs, and expenses (including legal costs) arising directly or indirectly from:

  • Your breach of these Terms;

  • Your negligence or wilful misconduct;

  • Any incorrect, misleading, or incomplete information you provide; or

  • Your misuse of LuxCar’s Services.

This indemnity survives termination of this Agreement.

14. GENERAL PROVISIONS

14.1 Privacy

LuxCar complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

14.2 Termination of Account

LuxCar may suspend or terminate your Account without liability if fraudulent, unlawful, or abusive activity is suspected.

14.3 Publicity

You consent to LuxCar referencing your name or company in marketing or public announcements unless otherwise agreed in writing.

14.4 GST

All amounts are inclusive of GST unless stated otherwise. You agree to pay any GST applicable to the supply of Services concurrently with payment of the relevant invoice.

14.5 Assignment

Neither party may assign or transfer its rights or obligations under these Terms without prior written consent of the other.

14.6 Force Majeure

LuxCar is not liable for any failure or delay caused by events beyond its reasonable control, including natural disasters, government restrictions, or transport disruptions.

14.7 Notices

Any notice under these Terms must be in writing and delivered personally, by post, or electronically to the address most recently provided by the recipient.

14.8 Relationship of Parties

Nothing in these Terms creates a relationship of partnership, joint venture, or employment between the parties.

14.9 Severance

If any provision is found unenforceable, it shall be read down or severed without affecting the remaining provisions.

14.10 Governing Law

These Terms are governed by the laws of New South Wales, Australia. Both parties submit to the exclusive jurisdiction of the courts of New South Wales.

14.11 Entire Agreement

These Terms constitute the entire agreement between the parties and supersede all prior understandings or representations.

15. DEFINITIONS

Business Day: A day other than Saturday, Sunday, or a public holiday in New South Wales.

Claim: Any demand, proceeding, or liability arising under or in connection with these Terms.

Confidential Information: Non-public information relating to a party’s business, finances, clients, or methods.

GST: Goods and Services Tax under the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

Intellectual Property: All rights in creative, literary, or industrial property, including trademarks, designs, copyrights, and trade secrets.

Moral Rights: As defined under the Copyright Act 1968 (Cth).

LuxCar Pty Ltd (ABN 56 167 641 241)

Email: bookings@luxcar.com.au

Website: www.luxcar.com.au

error: Copyright © LuxCar Pty Ltd