Contact Shuttlz To Book

Standard Terms and Conditions

Contact Numbers: 1300657377 or 0419 624 333 or +61296317739   

Email: bookings@shuttlz.com.au

For the purpose of this agreement Shuttlz is referred to as The Company.

Once a booking has been requested and confirmed by The Company, all changes made by wither party must be done in writing and confirmed with an updated confirmation.

Pickup times on the confirmation email are approximate. If the client does not agree with the pickup time, they must immediately contact The Company to have the time amended.

Unless a “Private Transfer” is booked and paid for, on rare occasions you may be required to share the vehicle with another party heading in the same direction as you. Though over 90% of our transfers are NOT shared, the only way to ensure you will not be sharing the bus is to book and pay for a Private Transfer. Please advise the booking staff if you wish to book or change a booking to a Private Transfer as soon as possible. Our staff will be able to calculate the fare for you upon contact.

In the event of a shared bus, with the exception of extreme circumstances, the other passengers will be heading to or en route to the same destination.

Airport Pickups

The Company will not be held responsible for variations and alterations/cancellation of flights and the impact this has on your bookings for transfers. In the event that your flight is delayed and or cancelled, it is your responsibility to inform The Company as soon as you know, so we are in the best position to try to make adjustments to your pickup time.

Where the client has misled The Company or it’s staff as to their readiness for pickup at the airport, any additional waiting time and parking costs will be paid by the client above the quoted fare.

Early Flights

In the event of a flight landing early, the client understands that they may be required to wait for the arrival of the bus, and in a shared bus (non private transfer) there could be a further delay in departing after pick-up, if the shuttle is waiting on additional passengers from another flight that was due to land at, or around the same time as your flights original arrival time.

Delayed/ Cancelled Flights

In the event of a delayed / cancelled flight, the client understands that, wherever possible The Company will have a bus waiting for them, however in the event of an extended delay, the wait may be significant. The Company endeavours to transport all passengers in a timely manner, but will not be held responsible for situations beyond our control. If a vehicle has been dispatched at the time The Company will not be obliged to refund passengers who do not give sufficient advice of changes in their flight schedules, or for any additional costs incurred by the passenger choosing to go home via another means.

The client is responsible for advising The Company of any flight changes, delays or cancellations at the earliest possible time.

For Airport Pickups, the time noted on the confirmation as "Pickup Time" is the scheduled flight landing time.

For all international services, (flights arriving at Terminal 1) unless previously advised by the client, the pick-up will be the SCHEDULED landing time of the aircraft PLUS 60 minutes to allow for customs and immigration. In the event of a flight landing before or after the scheduled time, please refer to the above comments regarding early arrivals, or delayed / cancelled flights.

For Domestic Flights, (Flights arriving at Terminal 2 or Terminal 3) unless previously advised by the client, the pickup time will be the SCHEDULED landing time, PLUS 20 minutes to allow for luggage to be collected. In the event of a flight landing before or after the scheduled time, please refer to the above comments regarding early arrivals, or delayed / cancelled flights.

If there is a delay in collecting you baggage or clearing customs, the client will call their driver to advise the situation, so the drive can make informed decisions on their actions.

Cruise Transfers:

Generally, unless other arrangements are made with us at the time of booking, pickups to go TO the cruise will begin no earlier than 1030am.

Pickups when disembarking will be between 0800 and 0830. It is your responsibility to request from the ships reception upon boarding, that they allocate this time slot to you to disembark. This is something all cruise ships allow, so we encourage you to make contact with reception to book these time slots as soon as you board. Alternatively, you can carry your own luggage off and be off the ship at the designated time.

There is a 15 minute "grace" period, after which we cannot guarantee the bus can wait for you. We schedule our buses and drivers movements every day, and extended delays can have implications that can run for the rest of the day, causing delays etc. As I am sure you can appreciate, we cannot afford to be delayed when transporting passengers who often have time sensitive bookings, therefore we will not be able to wait an extended time for you should you fail to book the time slot we have asked you to with the ships reception.

In the event that a bus has been dispatched for your pickup time, and you fail to be off the ship and ready to go by that time, the booking will be marked "NO SHOW" and there will be no refund. In this situation, the company has done what it was paid to do by attending at the scheduled time, so the fare has been spent on the arrival of the bus.

In these circumstances, given availability, we may be able to reschedule a pickup for you when we are next available, but there would be the return fare required that must be paid prior to dispatching the bus. 

Communication with your driver

Your driver will send a text message to your phone the night before travel so you will have their number. Please respond to this text message, confirming receipt.

Other than the above mentioned text communication, please CALL your driver for all other matters. Do NOT message. Calls can be safely and legally answered while driving, messages will not be read until your driver stops the vehicle, which could cause delays in communicating important information.

All prices will include tolls and airport charges for the route chosen by The Company. Should you prefer to use a more expensive route, the additional costs will be paid by the client in addition to the quoted price.

The Company will not proceed on unsafe roads or roads for which the size or weight limit is prohibited for the vehicle type. Unusual weather and /or road conditions, motor vehicle accidents or unscheduled or unpublicized road works are outside the control of The Company.

Incorrect Information

The Company will not be held responsible for the incorrect time, date, flight number or any other details given to us by the client, and it is the clients responsibility to check all confirmations and correct any errors immediately.

If a driver cannot be contacted or located at the pickup point, it is the responsibility of the client to call The Company for assistance in locating their driver. During office hours (8am to 5pm Monday to Friday) please call +61 2 96317739. If it is outside these times, or if the office cannot be contacted, the client is to call the After Hours phone number, 0419624333.

DO NOT TEXT THE AFTER HOURS NUMBER. This phone is often diverted to the on-call staff, and text messages cannot be diverted. 

Lost Property

Whilst all attempts are made to ensure nothing is left on one of our buses, The Company will not be held responsible for articles left in the vehicle. Should any items be left on the buses, and found by the driver either following a phone call or a subsequent check of the vehicle at the end of the shift, it is the responsibility of the passenger leaving the item on the bus, or a representative acting on their behalf, to collect the items from our office located in Toongabbie NSW. Should an item need to be delivered or shipped to the client at another location, the full cost of this delivery will be paid by the client, prior to the dispatch of the item. 

Payment

All payments due to The Company can be paid via EFT, or Credit Card prior to travel or at the point of pickup to the driver. The driver can accept cash or Credit Card only.

All Credit Card Transactions will be subjected to up to 2.2% processing fee. This is the fee we are charged by the processing facility we use. We do not profit from this processing fee. If you wish to avoid the processing fee, you can pay the driver cash at the beginning of your journey, or you can pre-pay by Electronic Funds Transfer 7 days prior to travel, and avoid the need for cash. 

The details of our bank for Electronic Fund Transfer will be on your confirmation email.

Our industry is overseen by Transport for NSW, whose laws, in conjunction to road rules etc, must be followed.

It is Illegal to stand whilst the vehicle is in motion.

Seatbelts must be work at all times.

Alcohol Consumption and illegal drug use is prohibited under NSW law on vehicles providing these services.

Vehicles cannot be loaded beyond seating capacity

Smoking is not permitted in ANY of our vehicles. It is against State regulations and Company Policy.

Aggressive, threatening or abusive behaviour is also prohibited under NSW law and will not be tolerated by The Company. Drivers WILL NOT transport passengers acting in an abusive or aggressive manner or disregarding any of these terms and conditions. There will be NO REFUND for any payment made for the journey should a journey need to be terminated on these grounds, whether the journey has begun or not. 

As part of our compliance with NSW law, all vehicles operated by The Company are maintained in line with manufacturers specification and/or Transport for NSW guidelines, (whichever is the more strict) and as such, are not liable in the event of mechanical breakdown or matters that would be considered by a reasonable person to be beyond our control while on charter or during transfers.

The Company cannot be held responsible for costs incurred by the passengers due to such unforeseen issues. 

The client making the booking assumes full responsibility and financial liability for any damage to the vehicle during the transfer caused by them or any members of their party and/or any delays caused by the themselves, or any member of their group and hereby authorises the company to charge the amount to make good any cleaning and/or repair to the clients credit card held on file, or to invoice the client for the said amount and the client agrees to pay the invoice within 7 days.

Refunds for Airport and Cruise Transfer cancellations.

Within 24 hours of the time of travel the full amount is due and no refund will be paid.

24 to 48 hours prior to the time of travel a 50% fee is payable.

In the event that a client cannot be located within 30 minutes of the scheduled pick up time, there will be no refund. Should an additional service be required to transport the client, subject to availability a vehicle can be provided, and the standard rates, paid in advance.

Refunds for bookings other than Airport an Cruise Transfers

7 days prior to the time of travel a full refund minus 20% administration fee.

6 days to 48hours prior to the time of travel a 50% fee is payable.

Less than 48 hours’ notice there will be no refund.

SHOULD YOU FEEL THE TERMS AND CONDITIONS ARE NOT ACCEPTABLE TO YOU OR YOUR SITUATION, PLEASE EITHER DISCUSS THEM WITH THE COMPANY MANAGEMENT, OR CANCEL YOUR TRANSFER WITHIN THE ACCEPTABLE TIME. PAYMENT WILL BE TAKE AS YOUR FULL ACCEPTANCE OF THESE TERMS AND CONDITIONS

The Company reserves the right to choose/change the route taken at any time prior to, or during the journey, at the driver or company discretion.

Any alcohol to be transported by the passengers must be secured in a sealed box, and kept sealed during the journey. If the vehicle is fitted with a trailer the alcohol must be stored in the trailer.

All complaints are to be directed to the company management via email to bookings@shuttlz.com.au.

Thank you for your booking. 

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