Terms and conditions
Review our Terms and Conditions to understand the guidelines for using our services. From booking policies to cancellations and responsibilities, we ensure transparency to help you enjoy a smooth and hassle-free experience with us.
1. General terms of carriage
Trekoora and its associated Operators and Licensees are not common carriers and may refuse to carry any person(s) without giving a reason. Trekoora 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 these terms, Trekoora, its Operators, and Licensees, have no responsibility for costs or losses including missed flights or travel connections, resulting from diversion, substitution, alterations, cancellations, delays, 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 Trekoora, its Operators, and Licensees.
2. Except as otherwise provided by these terms, and to the extent permitted by law
Trekoora, its Operators, and Licensees, are not liable for death or injury to any person, loss or damage to luggage or goods, delays, or for consequential or other loss of any kind, arising directly or indirectly from negligence or omission or some other cause in connection with the provision or non-provision of any services.
Trekoora, its Operators, and Licensees, are not liable for inaccuracy in any information concerning transport services or its prices.
3. Amendments
Any changes/amendments to your booking after confirmation can only be accepted subject to availability. Trekoora, its Operators, and Licensees, reserve the right to charge an amendment fee in respect of any change to your booking, in addition to any other applicable charges in relation to the amendment.
4. Consumption whilst in vehicle
Food & beverages, excluding bottled water, are not to be consumed in the vehicle.
5. Credit card surcharge
Credit card surcharges may apply at the discretion of the local Customer Service Centre where the service has taken place.
6. Credit card transaction
If the transport or service is purchased with a credit card, the purchaser agrees to make payment in full when billed or in extended payments in accordance with the standard policy of the issuer of the credit card.
7. Customer safety
Our chauffeurs will at all times drive at safe and sensible speeds and in accordance with legal speed limits, traffic, and current road conditions. The driver reserves the right to deny access to a venue they feel may put the passengers and vehicle in an unsafe situation.
8. Damage to vehicle & inappropriate behaviour
Any damage caused to the vehicle by the passenger will be charged to the passenger. Our chauffeurs reserve the right to terminate the service if inappropriate behaviour is exhibited by the passenger.
9. Extensions
The hirer is responsible for any charges levied by Trekoora, its Operators, or Licensees, in respect of extra time in the event that changes are made to the original booking either by the booker or passenger. This includes any extra charges levied where you choose to extend the duration of your booking and/or add additional stops to the original booking.
10. Extra charges
In the event of extra charges or extensions (refer above), the passenger is to immediately pay the extra charge to the chauffeur either prior to or upon completion of transfer. Additional charges can be charged back to your Trekoora account or your credit card if this was used to secure the booking originally.
11. Insurance
Trekoora, its Operators, and Licensees are insured for passenger travel. This insurance is for public liability and NOT travel insurance. Although every effort will be made to ensure the safe keeping of personal property, we do not accept liability for loss or damage of personal items. Please check that you have sufficient coverage for any personal property that is brought onto our vehicles.
12. Lost & found
Trekoora, its Operators, and Licensees will not assume liability for any lost or misplaced personal property. In the event the customer leaves personal items in the vehicle, Trekoora, its Operators, and Licensees shall try to deliver any items back to the Customer at their expense or the item/s may be collected from our Customer Service Centre.
13. Luggage/baggage information
Our sedan’s maximum luggage limitations are two (2) normal-sized suitcases (check-in size for a plane) plus two (2) pieces of hand luggage/soft luggage (carry-on for a plane) or one (1) large suitcase plus one (1) set of golf clubs and one (1) soft luggage. Customers should consider booking a larger vehicle such as a Van or minibus with a trailer if they have more luggage than a sedan can accommodate. Additional luggage transfer will incur further cost to the client, price on application at the time of booking. No suitcases will be transported inside the passenger area of the vehicle due to transport regulations and safety concerns.
14. Multiple pickup/set down
Additional charges will apply for all extra pickup/set downs required end-route unless already quoted.
15. On time
Please be assured that Trekoora, its Operators, and Licensees, will take every reasonable safeguard to achieve an on-time service. However, in the unlikely event of our chauffeurs being late due to circumstances howsoever caused, no liability will be accepted by Trekoora, its Operators, and Licensees.
16. Pets
Pets are not permitted in the vehicles, with the exception of guide or hearing dogs. A blanket/mat must be provided by the passenger traveling.
17. Seat belts
Under Australian laws, it is compulsory that all passengers wear seat belts were fitted at all times when the vehicle is in motion.
18. Smoking
Smoking is not permitted by state law in any Trekoora vehicle. Charges will apply, at the discretion of the chauffeur or Trekoora, if any passenger is found to be smoking in any Trekoora, or GEC Transfers service-providers’ vehicle.
19. Special event bookings
Either full payment or a deposit is required for special occasions such as, but not limited to, weddings, school formals, sporting events, and concerts. If a deposit has been made, full payment is required either prior to or at the conclusion of the event. Surcharges may apply to such events. Credit card details are required to secure all bookings.
20. Subcontracting
Trekoora, its Operators, and Licensees, reserve the right to use the services of other approved hire car/limousine/bus service providers as required. These operators have been pre-qualified by Trekoora and deemed to be of a sufficient quality to provide services on Trekoora’ behalf. These providers, for the duration of the booking, remain under the supervision of Trekoora, its Operators, and Licensees, at all times.
Cancellation policy
1. Cancellation charges will apply when
- Cancellations are made with less than 1 hours’ notice prior to the dispatch of the vehicle for Sedans, SUVs, 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.
- Cancellations are made with less than 24 hours' notice for bookings in Sunshine Coast, Byron Bay, and Ballina for all vehicle types.
- Bookings where the passengers fail to arrive or make contact with the chauffeur or the local Trekoora 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.
2. As directed or hourly booking cancellation terms
- Full charges will apply when cancelling a Minibus 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.
3. Waiting time
Trekoora offers well above industry-standard complimentary waiting time for all bookings. Complimentary waiting time is applied as follows:
Waiting time is charged in 5-minute increments once any complimentary waiting time has been exhausted. Waiting time rates apply to ALL Trekoora accounts, as well as individual bookings via the Trekoora, unless otherwise specified on your individual rate sheets and/or contracts.
- 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.
Following the complimentary waiting period, waiting time is charged in 5-minute increments. View the rates here.
4. 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 Year’s Eve / New Year’s Day in most cities. Surcharges do not often apply in most major cities during other public holidays.
5. After hours surcharge
A 10% surcharge applies for all vehicle type bookings that begin between 22:00 and 04:00 hrs.
6. Child restraints
As Trekoora 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 7 years must be seated in a baby capsule, baby seat, or booster seat as determined by Australian law. There is a standard $10 relocation and fitting fee for baby capsules, baby seats, and booster seats per booking – not per seat. Child restraints will be available in vehicles from Sedan’s 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 amend 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 way they would in their own vehicle.
7. Trailers
A $30 fee will be charged for the supply of trailers attached to appropriate vehicles. If you are traveling 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. Trekoora are not liable for additional charges relating to luggage capacity being exceeded.
8. Trailers cannot be fitted to the below vehicle types
- Sedans
- SUVs
9. Limits of liability & insurance
Maximum liability, if accepted, will be limited to a refund for the trip in question. All care will be taken, but no liability will be assumed. No claim for liquidated damages, consequential loss, or any other costs will be assumed.
10. Exclusions
Trekoora, its Operators, and Licensees shall be under no liability whatsoever to the Customer for any indirect loss and/or expense (including loss of profit) suffered by the Customer arising out of a breach by Trekoora, its Operators, and Licensees of this contract.
11. Privacy policy & personal information
www.trekoora.com is the website of Trekoora. By using this site and/or the individual Customer Service Centres, you agree to the terms and conditions and privacy policy. The Privacy Policy relates to the collection and use of personal information you may provide to us through your contact on the website. Your continued use of our website and its facilities constitutes your acceptance of the terms and conditions. Trekoora believes the information on the website is correct. Trekoora disclaims all liability and responsibility for any direct or indirect loss or damage which may be suffered by any recipient relying on anything contained in or omitted from our website or publication.
12. Use of personal information
Your personal information is used for the hiring of Trekoora services and used for that purpose alone. By entering the Trekoora secure website booking facility, you understand that all information provided by you is your sole responsibility and Trekoora accepts no responsibility for any incorrect information provided in respect to the hiring made through this facility. It is not given to a third party except where the purpose relates to fulfilling the obligations of your hiring. Your personal information may be retained for use in future bookings. If at any time you believe the information is incorrect, you may contact us to have it corrected. Credit card details are stored securely for the purpose as outlined in our terms and conditions of hire. Trekoora staff, its Operators, and Licensees are obliged under the Confidentiality Deed to keep personal information secure.
13. Disclosure
Trekoora may be obliged to surrender your personal information to regulatory authorities and law enforcement officials in accordance with the applicable law. Personal information may also be disclosed to identify, contact, or bring legal action against anyone damaging, injuring, or interfering with our rights or property.
14. Terms & conditions
Upon booking a private transfer via https://trekoora.com/, you must agree to the terms under the exclusive basis on which the entity Trekoora controls and understand your acceptance of the following agreement.
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In these Terms and Conditions, the following expressions have the following meanings unless the context otherwise requires:
- "Agreed Pick-Up Point" the place for you to be picked up as set put in the set details.
- "Agreed Time" the agreed date and time for you to be picked up as set put in the set details.
- "Booking" to book a car created through this alliance of Trips website. Bookings can be     made for several trips, round trips, or split Trips.
- "Card" credit, charge, or debit card you used when making the booking.
- "Cash" You make payment for the Fare end of the journey to the driver.
- "Costs" are the costs resulting from the credit card companies that are used to pay for the Trip.
- "Data" the information you should provide when making a booking including pick-up date and time, pick-up and drop-off addresses, and personal information.
- "Fare" the paid by you for the Quote You accept compensation.
- "Goods" all goods in a vehicle, which are made through this website.
- "Trip" the trip you want to make the pick-up address to the drop-off address provided by you.
- "Licensing Authority" any regional or national licensing body responsible for licensing the operation of taxi and transfer companies.
- "Special requirements" any specific requirements you may have in relation to disabled, the family of the driver, or otherwise.
- "Passenger" transported a passenger in our cars.
- "Personal data" the information you provide regarding your physical and email addresses, telephone number, and card details.
- "Quote" a fixed price quotation issued by the travel site.
- "Conditions" these terms between you and Transfer Private.
- "Website" Transfer Private public website and mobile site located at www.transfer-private.com, and other such platforms.
- "You" means the person who enters details.
- " Trekoora " is a private transfer now available for pre-booked journeys made in accordance with the requirements of the relevant licensing authorities.
- The clause headings and any other headings are inserted for convenience only and shall not affect the construction of these conditions.
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USE OF THE WEBSITE:
- When making a reservation through this Website, you must provide accurate data and are responsible for not doing it.
- You hereby warrant to Trekoora that you are at least eighteen years old and legally able to make the booking.
- Trekoora does not guarantee that they are able to meet your requirements and retains the rights to any bookings you wish to make and to cancel any bookings that you created, and refuse to refund in such a case to you, in full and final settlement of any claims by you that you have paid the fee.
- Your data and information relating to your use of the website will be listed by Trekoora but your personal information, subject to the provisions of the Trekoora Privacy Policy.
- Trekoora can be a small file to your computer when you visit the site. Use of "cookie" will turn on Trekoora to track your behaviour on the site and to identify particular areas of interest so that you enhance your future visits to the website. The cookie does not allow Trekoora to identify you and the tab Private may not use other than in connection with this website. You can have your computer browser to reject cookies set but this may preclude the use of certain parts of this website. Trekoora may disclose your personal information if compelled to do so by law, or at the request of a law enforcement agency or public authority.
- If you do not want Trekoora to use your email address to send you information regarding other than matters relating to your booking, you need to send a message to travel@trekoora.com and enter "unsubscribe" in the subject title.
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BOOKINGS:
- When the data from the Trip, Trekoora will endeavour to provide through the website with the right quotes that are able to meet your requirement. The quotes are the current special "one-off" features at the time of making your booking.
- It is your responsibility to ensure that your details are correct. When you make a booking, this constitutes an offer Trekoora may or may not accept. Your reservation is not confirmed until the confirmation screen is seen on the website.
- Trekoora reserves the right for any typographical errors in any part of the information displayed prices include errors on the website. If, once you are aware of such an error, you want to withdraw your offer and do not wish to proceed with the purchase, you will be free to do so and will already be fully refunded money paid by you.
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PAYMENT:
- Online transactions, you agree to the fare at the time you pay your booking.
- Once you have confirmed your booking on-screen payment cannot be changed or cancelled except in accordance with these conditions.
- If paying by card in case your card payment is declined by the card issuer for any reason whatsoever, Trekoora will not be able to fulfill your booking.
- Trekoora will provide a receipt for payment by email to the email address you registered with the booking.
- In the event that you have any deviations from the route you entered to the site, you may be subject to additional fees. For clarity, all the offers of Trekoora exclude GST.
- Only a promotion or price can be applied to a booking, and only one entry per customer (as defined by their mobile phone number and/or email address) will be in a match considered by Trekoora. If two or more tenders are requested to apply to a reservation, Trekoora will apply the higher-rated offerings.
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INSURANCE:
- Trekoora is not responsible to you or the insured in respect of any damage or loss that may be sustained by the service provided during a journey and it is your sole responsibility for ensuring respect of such goods and any damage or loss.
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CANCELLATION OF BOOKINGS AND REFUNDS:
- You have the right to cancel a booking made through the website.
- If you decide to cancel a booking, you must submit a cancellation request to travel@trekoora.com.
- In the case of cancellation of a reservation, for all vehicles seven or fewer passengers, a minimum of 4 hours' notice prior to the agreed pick-up time.
- If you are a "no show" and have not provided cancellation notice 4 hours prior to the pick-up time, you will be charged in full, and no refund will be provided.
- In the event that we do not turn up at the agreed pick-up point within 15 minutes after the agreed time - and you do not use Trekoora for your transfer service, you're entitled to a full refund of the fare. Yet you must decide to continue the journey where the driver arrives within 15 minutes of the appointed time.
- In the event that you are not available at the agreed pick-up point within 15 minutes after the appointed time, it will be at the discretion of Trekoora to treat your unavailability as a cancellation, and you will not be entitled to any refund of the fare. Where Trekoora decides to wait more than 15 minutes of the appointed time, you may be subject to additional charges regarding any additional waiting time and/or parking charges and will make such a payment directly to Trekoora.
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WARRANTY AND LIMITATION OF LIABILITY:
- Trekoora is licensed by the appropriate licensing authority (s).
- Trekoora ' total liability in respect of these terms and all problems arising from it (including claims or in contract or tort) is limited to $500.
- Except as expressly provided in these Conditions, all warranties, conditions, or other terms that are implied by statute or common law as much excluded as legally possible.
- Nothing in this article will work on any rights you may have under consumer legislation or limit Trekoora liability for death or personal injury resulting from its negligence.
- An estimated travel time and arrival by Trekoora on its public website or otherwise, may be taken as indicative only, and are not subject to traffic and/or weather conditions, and the final route of the driver. Therefore, you agree that you are responsible for setting a suitable agreed time that allows you enough time to check in later to your destination for a flight, then take a train or fulfill any other dependencies you could have achieved.
- Trekoora keeps you informed of the status of your reservation by sending you e-mail and SMS alerts, although Trekoora does not guarantee delivery, nor the timing of this e-mail and SMS warnings, and shall in no event be liable (whether in contract or otherwise) for any indirect or consequential damages or loss of revenue in any way due to the negligence or delay of such e-mail and SMS alerts.
- Each preceding sub-clause of this clause shall be a separate and severable provision. The provisions of this clause shall remain in force notwithstanding the termination, completion, or other matters that might otherwise lead to these conditions effectively.
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CONDUCT:
- Trekoora reserves the right in its sole discretion to terminate the Trip if you or your party's conduct or behaviour is disruptive in any way and/or affect your own safety or that of the vehicle from the driver.
- Passengers are not allowed to take any alcoholic beverages in vehicles for the purpose of consuming them during the trip.
- Trekoora further reserves the right to refuse carriage to a person who is believed under the influence of alcohol or drugs.
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LIMITATIONS AND DISCLAIMER:
- Trekoora do not transport or undertake the delivery of money or securities, antiques, precious metals, furs or jewellery or value, property or assets (of whatever kind) of an asset value, goods or property of a dangerous, dangerous, flammable, explosive, or hazardous nature, or are illegal to possess under existing Australian law, and/or goods or property (of any kind) that may deteriorate during transport.
- Trekoora will not be liable for any loss or damage, however caused, in connection with Article 10.1 of this Agreement.
- ithout prejudice to the generality of Article 10.1, in particular, Trekoora shall not be liable for loss and/or damage arising directly or indirectly from breakdown, accident, adverse weather conditions, any act or omission on the part of the Customer, actions or circumstances beyond the control of Trekoora (including, without limitation, any strike, (official or not) lock-out or other form of industrial action or labor disputes, government regulations, legal restrictions, embargoes, fire, floods, acts of God. The provision of clauses 10.1 and 11.1 apply to liability for loss or damage to goods or property, shall not apply to liability for death or personal injury.
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DISPUTES:
- If you have any complaint regarding the service of Trekoora, you agree first to contact Trekoora directly (by phone or email) to resolve this with them within 24 hours after the agreed time.
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PRIVACY POLICY:
- Trekoora will maintain the confidentiality of personal data collected for the purpose of making a reservation. The information will not be shared with third parties without your permission. Trekoora may modify this Privacy Policy and will make these changes via its website.
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MISCELLANEOUS:
- These terms and conditions form the entire agreement between the parties and supersede all prior agreements and (except as expressly preserved here) show oral or otherwise by either party. You warrant that you have not relied on any representation made by Trekoora at the conclusion of this agreement.
- If either party at any time enforces any right or claim of these Terms or arising it shall not be understood as a waiver of such right, claim, or provision.
- All communications to Trekoora are given by you in writing to travel@trekoora.com.
- You will send all notices to the email address you provided in the Details. All notifications can be deemed operated by email and be given one hour after transmission.
- These terms and your agreement with Trekoora shall be governed and construed in accordance with Australian law. You irrevocably agree to the exclusive benefit of Trekoora to a dispute through the jurisdiction of the courts of Queensland, Australia, but nothing herein shall prevent Trekoora from taking legal action against you.
