Terms of Service
1. Bookings All bookings accepted by The Melbourne Chauffeur by Rophael are subject to the terms and conditions outlined in this document. By making a booking, you acknowledge and agree to these terms and conditions.
Bookings can be made via telephone, email, or through the online booking portal on our website. A booking is considered confirmed when both parties agree on the transfer date, time, price, and confirmation is provided to the passenger or the third party making the booking on their behalf.
Cancellation Policy: Bookings may be cancelled and refunds issued according to the following conditions:
Airport Transfers: 24 hours’ notice is required for a full refund or cancellation. 50% fee for cancellations made 3-24 hours before pick-up. 100% fee for cancellations made within 3 hours of pick-up.
Point-to-Point Transfers: 24 hours’ notice is required for a full refund or cancellation. 50% fee for cancellations made 3-24 hours before pick-up. 100% fee for cancellations made within 3 hours of pick-up.
Wedding Transfers: 7 days’ notice is required for a full refund or cancellation.
Tours: 7 days’ notice is required for a full refund or cancellation. 15% fee for cancellations made 48 hours before pick-up. 50% fee for cancellations made 3-48 hours before pick-up. 100% fee for cancellations made within 3 hours of pick-up.
Hourly Bookings:
15% fee for cancellations made 48 hours before pick-up.
50% fee for cancellations made 3-48 hours before pick-up.
100% fee for cancellations made within 3 hours of pick-up.
In the event of flight delays or cancellations caused by the airline, The Melbourne Chauffeur by Rophael is committed to providing unparalleled support and flexibility to our clients. Our dedicated team actively monitors flight schedules and remains in constant communication with clients to ensure that services are adjusted accordingly. We will reschedule the service to align with the revised travel itinerary at no additional cost, subject to availability. This approach minimises disruptions and guarantees a seamless continuation of your journey.
2. Wait Time Policy The Melbourne Chauffeur by Rophael is committed to accommodating clients who require additional time with our vehicles, subject to availability.
Complimentary Wait Times:
Ground Transfers: 15 minutes from the scheduled booking time.
Airport Transfers: 45 minutes from the scheduled booking time.
Charges for Excess Wait Time:
Sedan & SUV Vehicles: $1.60 per minute.
People Movers & Mini Buses: $1.90 per minute.
Maximum Wait Time: The maximum wait time is 60 minutes, subject to vehicle availability. After this period, the booking may be marked as a "no-show," and full payment will be charged.
3. Deposits Deposits are required for certain bookings and must be paid as follows:
Tours: 20%-50%, with the balance due 7 days prior to the booking date.
Weddings: 50%, with the balance due 7 days prior to the booking date.
Special Events: 20%-50%, with the balance due 7 days prior to the booking date.
4. Quotations Quotations provided by The Melbourne Chauffeur by Rophael are valid for 30 days from the date of issue and are subject to availability. All quotations include GST, road tolls, and airport parking fees where applicable.
Surcharges:
$15 for transfers between 10pm and 6am.
20%-60% surcharge on Victorian Public Holidays.
Higher rates for weddings and special events.
5. Amendments Amendments to confirmed bookings are subject to availability. The Melbourne Chauffeur by Rophael reserves the right to charge a fee for amendments, in addition to any applicable charges.
6. Liability The Melbourne Chauffeur by Rophael is not liable for:
Mechanical breakdowns or other unforeseen circumstances.
Delays due to weather, traffic, or other uncontrollable events.
Passengers are responsible for maintaining the cleanliness and condition of the vehicle. Excess luggage or items not disclosed at the time of booking may result in additional charges or the need for separate transportation at the client’s expense.
Cleaning Fee: In the event that the vehicle is left in a messy or unsanitary state requiring additional cleaning, a cleaning fee will be charged to the client. The fee amount will be determined based on the level of cleaning required to restore the vehicle to its standard condition.
7. Items Left in Vehicles The Melbourne Chauffeur by Rophael is not responsible for items left in vehicles. Any items found will be retained for collection by the client.
8. Extended Times & Additional Routing Requests for additional time or routing are subject to availability and may incur additional charges. Such requests must be approved by the chauffeur.
9. Food, Drinks and Alcohol
Certain non-messy food items may be consumed, with prior approval from the driver. Any cleaning or damage costs will be charged to the client.
Alcohol consumption is permitted for passengers over 18, with prior approval from the driver, except during school-related transfers. Drunken or disorderly behaviour may result in ride termination without refund.
Please note that we encourage responsible drinking and drunken and disorderly behaviour will not be tolerated. We reserve the right to terminate the ride where passengers are intoxicated beyond the responsible level and will need to find an alternative method of transportation at their own cost and no refund will be offered in this instance. The protection of our chauffeur driver and vehicles is paramount and we strive to deliver the best service to our clients in all instances.
10. Health and Safety Disclosure Clients must disclose any health conditions or allergies to ensure a safe and accommodating service.
11. Unforeseen Circumstances The Melbourne Chauffeur by Rophael will endeavour to arrive at the designated pick-up location on time. However, delays may occur due to traffic, weather, or other unforeseen circumstances. If a reserved vehicle becomes unavailable, an alternative vehicle will be provided whenever possible. In the rare event that no substitute is available, a full refund will be issued.
12. No-Show Policy Failure to arrive at the designated pick-up location without prior cancellation will result in full charges with no refund.
We appreciate your understanding and cooperation in adhering to these terms, which ensure a high standard of service for all our clients.