MELBOURNE RIDES AND TOURS

BOOKING SERVICE PROVIDER

TERMS & CONDITIONS, POLICIES & CODE OF CONDUCT

(Victoria, Australia)

1. DEFINITIONS AND INTERPRETATION

1.1 In these Terms:

• ACL means Schedule 2 of the Competition and Consumer Act 2010 (Cth).
• Booking Service Provider (BSP) has the meaning given under the Commercial Passenger Vehicle Industry Act 2017 (Vic).
• Business means Melbourne Rides and Tours (ABN 51 655 974 995).
• Driver means a person engaged, contracted or allocated to perform passenger transport services pursuant to a Booking.
• Service means any pre-booked commercial passenger vehicle service arranged by us.
• 1.2 These Terms apply to all bookings and Services arranged by Melbourne Rides and Tours.
• 1.3 By making a booking, the Customer acknowledges and agrees to be bound by these Terms.

2. NATURE OF SERVICES

2.1 Melbourne Rides and Tours operates as a Booking Service Provider in Victoria in accordance with the Commercial Passenger Vehicle Industry Act 2017 (Vic) and regulations administered by Safe Transport Victoria.

2.2 We arrange pre-booked commercial passenger vehicle services including:

• Airport transfers
• School pick-up and drop-off
• Corporate travel
• Private tours and charters
• Point-to-point transfers

2.3 We act as an intermediary arranging transportation services between Customers and Drivers.

2.4 Drivers may be:

(a) independent contractors; or
(b) separately registered commercial passenger vehicle service providers.

2.5 Nothing in these Terms creates a relationship of employment, partnership or agency between Melbourne Rides and Tours and any Driver unless expressly stated.

3.COMPLIANCE WITH LAW

3.1 We operate in accordance with:

• Commercial Passenger Vehicle Industry Act 2017 (Vic)
• Safe Transport Victoria regulations
• Victorian Road Safety laws
• Equal Opportunity Act 2010 (Vic)
• Applicable Commonwealth legislation

3.2 We take reasonable steps to ensure that Drivers:

• Hold appropriate Victorian driver licences
• Hold current driver accreditation where required
• Operate registered and compliant commercial passenger vehicles
• Meet applicable safety and medical requirements

4.BOOKINGS AND PAYMENT

4.1 All Services are subject to availability and confirmation.

4.2 Fares may be fixed, quoted, estimated or calculated based on time and distance.

4.3 All prices are inclusive of GST unless otherwise stated.

4.4 Payment must be made by approved methods, including bank transfer, card payment or other agreed method.

4.5 We reserve the right to:

(a) require prepayment;
(b) charge additional fees for waiting time, tolls, parking, cleaning, or damage;
(c) refuse or cancel a booking where payment is not received.

4.6 Any additional charges reasonably incurred in providing the Service will be payable by the Customer.

5. CANCELLATION AND REFUND POLICY

5.1 A minimum of 24 hours’ written notice prior to the scheduled commencement time is required to cancel a booking without charge.

5.2 If cancellation occurs:

(a) Less than 24 hours before pickup — up to 100% of the booking fee may be charged.
(b) No-show — 100% of the booking fee may be charged.
(c) Passenger delay exceeding agreed waiting time — additional charges may apply.

5.3 Refunds (where applicable) will be processed within a reasonable period using the original payment method.

5.4 We reserve the right to deduct reasonable administrative or transaction costs where permitted by law.

6. PASSENGER RESPONSIBILITIES

Passengers must:

6.1 Provide accurate booking details.

6.2 Be present at the agreed pickup time and location.

6.3 Comply with all road safety requirements, including seatbelt use.

6.4 Treat Drivers respectfully and not engage in abusive, unsafe or unlawful conduct.

6.5 Not damage or interfere with the vehicle.

6.6 Ensure children are appropriately supervised and restrained in accordance with Victorian law.

6.7 The Driver or Melbourne Rides and Tours may refuse or terminate a Service where safety is compromised.

7. DELAYS AND NON-LIABILITY FOR EXTERNAL FACTORS

7.1 We will use reasonable endeavours to provide Services at the scheduled time.

7.2 However, we are not liable for any delay, cancellation, failure, missed connection, loss or damage arising from events beyond our reasonable control, including but not limited to:

• Traffic congestion
• Road closures
• Accidents
• Severe weather
• Airport delays
• Mechanical breakdown not caused by negligence
• Industrial action
• Conduct of third parties (including other passengers or road users)
• Government directions
• Public emergencies
• Any event constituting force majeure

7.3 No compensation shall be payable for delays arising from such events.

8. LIMITATION OF LIABILITY

8.1 Nothing in these Terms excludes, restricts or modifies rights which cannot be excluded under the ACL.

8.2 To the maximum extent permitted by law:

(a) Our liability for any claim relating to a Service is limited to the amount paid for that Service.
(b) We are not liable for indirect, incidental, special or consequential loss, including loss of income, loss of opportunity, or business interruption.
(c) We are not liable for personal items lost, stolen or damaged during a Service unless caused by our negligence.

8.3 Where liability cannot be excluded under the ACL, our liability is limited to resupplying the Services or paying the cost of resupply, at our discretion.

 9. INDEMNITY

9.1 The Customer indemnifies and holds harmless Melbourne Rides and Tours, its officers, contractors and Drivers from and against any loss, liability, damage, cost or expense arising from:

(a) breach of these Terms;
(b) wilful, unlawful or negligent conduct by the Customer or passengers;
(c) damage to vehicles caused by the Customer or passengers;
(d) claims brought by third parties arising from the Customer’s actions.

10. SAFETY AND INCIDENT REPORTING

10.1 We comply with reporting obligations under Victorian commercial passenger vehicle legislation.

10.2 Notifiable safety incidents will be reported to Safe Transport Victoria as required by law.

10.3 Customers may also raise concerns directly with Safe Transport Victoria.

11. ANTI-DISCRIMINATION

11.1 Services are provided without unlawful discrimination.

11.2 We comply with the Equal Opportunity Act 2010 (Vic).

11.3 Assistance animals are accepted in accordance with Victorian law.

12. PRIVACY POLICY

12.1 We collect personal information including:

• Name
• Contact details
• Pickup and destination information
• Payment details
• Booking history

12.2 Information is collected for the purposes of:

• Processing bookings
• Allocating Drivers
• Payment processing
• Regulatory compliance
• Service improvement

12.3 We may disclose personal information to:

• Drivers performing the Service
• Payment processors
• Government authorities where required by law

12.4 We do not sell personal information.

12.5 We take reasonable steps to protect personal information in accordance with the Privacy Act 1988 (Cth).

12.6 Customers may request access to or correction of their personal information by contacting us.

13. FORCE MAJEURE

13.1 We are not liable for failure or delay in performing obligations due to events beyond our reasonable control, including natural disasters, severe weather, industrial disputes, public emergencies, government restrictions or third-party conduct.

13.2 Obligations are suspended for the duration of the force majeure event.

14. DISPUTE RESOLUTION

14.1 The parties must first attempt to resolve any dispute in good faith.

14.2 If unresolved, the dispute may be referred to mediation in Victoria before commencing court proceedings.

14.3 These Terms are governed by the laws of Victoria, Australia.

14.4 The parties submit to the exclusive jurisdiction of the courts of Victoria.

15. GENERAL

15.1 If any provision is invalid or unenforceable, the remaining provisions remain in force.

15.2 We may amend these Terms from time to time by publishing updated Terms on our website.

15.3 The version in force at the time of booking applies.

16.DRIVER CODE OF CONDUCT

All Melbourne Rides and Tours drivers must:

16.1 Safety Standards

• Maintain zero blood alcohol concentration while on duty.
• Drive safely and comply with all road rules.
• Ensure vehicle is roadworthy and clean.
• Display required accreditation and identification.

16.2 Professional Behavior

Drivers must:

• Be courteous and respectful.
• Provide reasonable assistance to passengers.
• Not discriminate.
• Maintain confidentiality of customer information.
• Not engage in unsafe or inappropriate conduct.

16.3 Compliance
Drivers must:

• Maintain current accreditation.
• Report notifiable incidents immediately.
• Cooperate with regulatory authorities.

Failure to comply may result in termination of engagement.

17. SAFETY POLICY
Melbourne Rides and Tours is committed to:

• Providing safe, reliable passenger transport.
• Monitoring compliance with regulatory requirements.
• Maintaining incident reporting systems.
• Continuous improvement of safety practices.
• Safety is our highest priority.

CONTACT DETAILS

Melbourne Rides and Tours
Victoria, Australia
Email: info@melbourneridesandtours.com.au
Phone: 0414 339 452
ABN: 51 655 974 995