Terms And Conditions

General Terms of Carriage

Hughes – Australia’s Chauffeur Service (Hughes) and its associated Operators and Licensees are not common carriers and may refuse to carry any person(s) without giving reason. Hughes and each Operator and Licensee is responsible for services provided by it and has no liability for any other services.

It is the hirer’s responsibility to read the FULL TERMS & CONDITIONS closely as confirming a booking confirms you accept and are bound by the TERMS & CONDITIONS.

Subject to the terms, Hughes, its Operators and Licensees, have no responsibility for costs or losses including missed flights or travel connections, resulting from diversion, substitution, alterations, cancellations, delay’s or booking errors. It is the hirer’s responsibility to advise of any changes as full costs may be incurred.

Passengers must comply with all laws and regulations in the state they are travelling and with the instructions of Hughes its Operators and Licensees.

Except as otherwise provided by these terms, and to the extent permitted by law: (a) Hughes, its Operators and Licensees, are not liable for death of or injury to any person, for loss or damage to luggage or goods, for delay’s, or for consequential or other loss of any kind, arising directly or indirectly from negligence or omission or some other cause in connection with provision or non-provision of any services and (b) Is not liable for inaccuracy in any information concerning transport services or its prices.

Cancellation Policy

Cancellation charges will apply when:

• Cancellations are made with less than 1 hours’ notice prior to the dispatch of the vehicle for Sedans, SUV’s or People Mover bookings within the metropolitan area.
• Cancellations are made with less than 24 hours’ notice for minibuses, buses or coaches (8 seats and above).
• Cancellations for any vehicle type are made with less than 48 hours’ notice for Canberra bookings during Parliament sitting.
• Cancellations are made with less than 24 hours’ notice in New Zealand for all vehicle types.
• Cancellations are made with less than 24 hours’ notice for bookings in Canberra, Hobart, Launceston, Newcastle, Cairns, Byron Bay and Ballina for all vehicle types.
• Bookings where the passengers fail to arrive or make contact with the chauffeur or the local Hughes Customer Service Centre.
• Stricter cancellation policies may apply to any of the above, however will be advised to you at the time of booking and will supersede the above policies.

Special Cancellation Policy applies for Weddings and Events.

As-Directed or Hourly Booking Cancellation Terms:

• Full charges will apply when cancelling a Mini-bus or a Bus/Coach booking within 24 hours from the scheduled pick-up time
• Full charges will apply when cancelling a Sedan, SUV or a People Mover booking less than 12 hours prior to the scheduled pick-up time
• 50% charge applies when cancelling a Sedan, SUV or a People Mover booking between 12 hours and 24 hours prior to the scheduled pick-up time

Please note that the above terms and conditions are subject to change and are binding upon acceptance of our services. By engaging our services, you agree to comply with these terms and conditions.

Waiting Time

Hughes offers well above industry-standard complimentary waiting time for all bookings.

Complimentary waiting time is applied as follows:

• 15 minutes complimentary waiting time at homes, hotels or other non-airport pickups.
• 30 minutes complimentary waiting time at Domestic Airport Terminals.
• 45 minutes complimentary waiting time at International Airport Terminals.
• 45 minutes complimentary waiting time at Cruise Ship Terminals.

Below waiting time rates apply to all major Australian cities.

Waiting time is charged in 5-minute increments once any complimentary waiting time has been exhausted.

Below waiting time rates include GST.

Waiting time rates apply to ALL Hughes accounts, as well as individual bookings via the Hughes website, unless otherwise specified on your individual rate sheets and/or contracts.

*All flights are tracked via radar and complimentary waiting times only begins from the moment the plane lands, regardless of any flight delays.

Public Holidays

Some surcharges may apply on public holidays, check with the Customer Service Centre when making bookings.

Typically, surcharges will be incurred on Christmas Day and New Years Eve / New Years Day in most cities. Surcharges do not often apply in most major cities during other public holidays.

After Hours Surcharges

A 25% Surcharge applies for all vehicle type bookings that begin between 22:00 and 04:59hrs.

*Certain contracts or rate schedules may contain different terms to those listed above. The terms contained within valid and current contracts and/or rate schedules will supersede the above terms with respect to After Hour Surcharges.

Child Restraints

As Hughes is classified as a pre-booked service, there is an expectation under the law that there is sufficient notice for a child restraint to be fitted, unlike the nature of taxi services.

Therefore, all children under the age of 8 years must be seated in a Baby Capsule, Baby Seat or Booster Seat as determined by Australian Law. While some states may not have child seats as a mandatory requirement, we as a company have a National Position that any child under 8 years must be in a child seat at all times while travelling with us.

There is a standard $30 relocation and fitting fee for baby capsules, baby seats and booster seats per booking – not per seat.

As of March 1st 2023, we will no longer be providing child restraints in a sedan. Child restraints will be available in vehicles from SUV size and up.

Whilst all care will be taken by chauffeurs to install child restraints safely, parents/caregivers are strongly encouraged to check these prior to the start of the journey and amending as and where required. Chauffeurs have training in installing child restraints, however, they are not professional fitters, and the parent/caregiver of the child should be maintaining their child’s safety in the same they would in their own vehicle.

Trailers

As of March 1st 2023, a $30 fee will be charged for the supply of trailers attached to appropriate vehicles.

If you are travelling with a lot of luggage, please discuss this with our reservations team to ensure the appropriate vehicle and trailer is allocated to your transfer.

If a vehicle and trailer arrive and your luggage does not fit, and the capacity was not discussed prior, you will be required to book an additional taxi service to move all remaining luggage at your own cost.

Hughes is not liable for additional charges relating to luggage capacity being exceeded.

Trailers cannot be fitted to the below vehicle types:

• Sedans
• SUVs
• People Movers (cannot be fitted in Melbourne only)

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