Terms and Conditions

These Terms and Conditions apply to the service(s) provided by RoyalMe Limousines. By booking our service, you agree to comply with and be bound by the following Terms and Conditions.

Booking Service Provider Number: BSP-416232

ABN: 49635118124

 

Booking Confirmation

Bookings will be confirmed by email. Please ensure that the details in the confirmation email are correct and notify us if there are any errors or omissions. RoyalMe Limousines will not be held responsible for any incorrect information being provided or insufficient travel time being allocated for the journey. Additional charges will be added if applicable.

Credit Card Requirements

A valid credit card is required to be held on file for all hire occasions as security against any additional costs that may be incurred (additional costs may include additional tolls or parking fees, waiting time, cancellation fees, cleaning Fee, extended time or vehicle damages). It is the responsibility of the booking client to provide a valid credit card at the time of booking.

This is also in replacement of charging a security bond upfront.  We will charge your card accordingly if required after your hire.

Payment Terms

A minimum of 30% of the quoted fee is required as a non-refundable deposit to secure your booking. If you haven’t paid your deposit and another customer would like to book the vehicle for the time you have booked a call will be made to you followed by a sms/email to advise that your booking will be cancelled, and it will be offered to the other customer.

The balance of the quoted fee is to be paid 7 days prior to the date of your transport.

Bookings made within 7 days of travel does require full payment to be made to secure any vehicles.

Payment may be made by Direct Deposit or Credit Card – Visa, MasterCard or AMEX.

 

Amendments

Any amendments to your booking after confirmation can only be accepted subject to availability.

If you require extending your time or adding additional pickups additional charges will apply and it is recommended to arrange this as soon as possible.

 

Hire Type

We offer a range of hire options, including a pick-up and return service, a one-way service and a continual hire service. Unless you have opted for a continual hire agreement, other customers may have hired the vehicle before or after the outward or homeward bound legs of your journey. The inside of the car will be cleaned and replenished as necessary between these hires.

Smoking & Seat Belt Policy

As per N.S.W. Law, smoking is strictly prohibited in public vehicles. Seat belts are to be always worn when the vehicle is in motion and any infringements is the responsibility of each individual passenger.

All vehicles are non-smoking in accordance with safety and transport regulations in the event that you or any of your guest’s smoke in our vehicle your hire will be terminated and there will be no refunds.

Seat Belts and Children/Infants Seating requirements

All our vehicles are seat belt equipped and such all passengers travelling with RoyalMe Limousines must always wear a seat belt while in the vehicle. All bookings with infants under the age of 4 years need to be in the appropriate harnessed car seats. 

As we don’t have harnessed car seats the customer will have to provide there’s on the day of transport. 

Children 4 – 7 years of age need to be in a booster seat. We only have 2 if you would like us to use ours on the day this does need to be prearranged in the event that the booster seats are already allocated to another booking we will have to use the customers.

It is the responsibility of each travelling client to ensure they meet all safety requirements permitted as fines may apply for non-compliance.

• Children aged less than 6 months: approved rearward facing restraint
• Children aged 6 months to less than 12 months: approved rearward or forward-facing restraint with an inbuilt harness

Children aged 12 months to less than 4 years old are not permitted to travel in a hire vehicle unless they are secured in an approved rearward or forward-facing child restraint with an inbuilt harness.

Children aged 4 years old to less than 7 years old are not permitted to travel in a hire vehicle unless they are secured in an approved forward facing restraint with an inbuilt harness or an approved booster seat.

Our Chrysler Limousine is able to take x 2 Booster Seats or x 2 Car Seats or x 1 Booster Seat & x 1 Car Seat.

In the event that a Booster / Car seat is required you will lose a seat.   For example Limousines seat 10 in the back if you have 2 child seats of any form 7 other passengers can travel comfortably.

Our Dodge Nitro does not have anchor points so is unable to accommodate Infants under the age of 4.  But can take up to two booster seats.

 

Venue accessibility and Vehicle Restrictions

Due to the length of the Stretch limousines, access to some venues and streets may be restricted and pickup/drop-offs to the front door may not be achievable.

There may be instances where vehicles are unable to be negotiated over speed humps, big hill inclines, through turns, driveways, unsurfaced roads, road closures etc., rendering some locations inaccessible. In this case, we will endeavour to collect/deliver passengers at the closest possible point we can.

Should your driver deem any location or situation unsuitable for the vehicle, an alternative will be sought and used or termination of travel will occur if necessary – the driver’s decision will be final and no refund will be paid. Driver’s will always adhere stringently to all legal road rules.

When booking please take in consideration anything that may restrict the vehicle to access your location/venue. Including over speed humps, big hill inclines, through turns, driveways, road surfaces etc.

RoyalMe Limousines reserves the right to refuse entry to any driveway/ pathway / tight access that may cause damage to our limousines.

If you have accommodation that has code accessible gate entry, you must communicate this with us before pickup or with your driver on the day prior to pick up.

 

Cancellation & No-Show Policy

We understand that your travel plans may change, or you need to cancel a booking for reasons beyond your control. Where possible we will endeavour to reschedule your booking or provide a refund according to our cancellation policy.

Cancellation of booking

• Cancelling More than 4 weeks of your booking – We will refund minus 30% deposit.
• Within 4 weeks of your booking – No Refund
• Refunds can take up to 30 Days but may be refunded sooner.

No Show Policy

In the event of a vehicle arriving for collection and the driver has not been able to locate or contact the travelling passengers, they are authorised to leave and head back to our depot with no possibility of the vehicle returning nor a refund to the client with 100% of the job value chargeable. It is the responsibility of the booking person to confirm address and times and details at the time of booking to avoid a No-Show occurring in error.

 

100% of the cost of travel shall be charged if the customer doesn’t show up at the agreed place at the agreed time.

NOTE. We send you a transport confirmation direct from our booking System it is up to you to check that we have all details correct.  Please confirm all details are correct and inform us immediately of any changes.  We also send the week of your hire a Final Booking Check to ensure are correct also.

RoyalMe Limousines will not be responsible for errors in pick up, drop or timing unless it is clearly stated on our Driver Run sheet which the information comes from your transport confirmation. An error in pick up details can result in a NO SHOW being applied to a journey.

 

Transferring your booking

Transferring your booking to a new date can be done once.   No refunds are available on Transferred bookings.  The new date is pending vehicle availability.  Additional charges apply if your duration is longer or if your new date falls on a different day of the week.

• Transferring your booking Within 2 weeks of your booking – We are happy to transfer to a new date minus your 30% deposit.
• Transferring your booking More than 2 weeks of your booking – Full payment including your deposit will be transferred to new date.

Multiple Pickups

In case there are multiple pickups, complimentary waiting time of up to 15 minutes applies on the first pickup only. All additional pickups contain a complimentary waiting time of 5 minutes, any additional waiting time will be charged in 15 minute blocks.  Multiple Pickups to be included in your initial Quote.

If you would like to arrange extra Pickups/drop offs after the booking has been taken additional charges could apply.

 

Additional Charges

The following are additional Services or items charged Separately.  Prices are available on request.

• Luggage Trailer
• Food or Drink
• Anything extra supplied: e.g. Balloons, Flowers
• Booster Seats (we don’t have Baby car seats and Capsules for infants under 4 years of age)
• Additional Pickups and Drop offs.
• Waiting time if you haven’t departed by the run sheet on your booking additional time charged $30 every 15 mins.
• We quote x1 – 15 min stop to and from Sydney additional stops have not been factored in quote and will be charged.
• Cleaning fee as per cleaning fee charges
• Late night surcharge from 10pm – 6am
• Public Holiday surcharge

 

Damages to Vehicle and Equipment/missing & Cleaning Fee

You are responsible for any deliberate or malicious damage caused to the vehicle or equipment by any passenger during the hire period.  Any Damage to vehicle interiors will be quoted at cost plus administration fees and will be payable on invoice or charged to a nominated Credit Card.

The customer also agrees to pay for any damage or loss caused, or costs incurred, of whatsoever nature to or in relation to vehicles by customer or customer’s group during the provision of Service, including burned or slashed seats, stains, breakages, technical or mechanical failure to the equipment inside the vehicle, missing items, or any vehicle body damage.

Passengers are responsible for any damage or soiling they cause to the interior and or exterior of the hired vehicle whilst on hire to them, and will be charged accordingly for any cleaning time, repairs and detailing required to restore the vehicle to its condition at the commencement of the hiring.

We reserve the right to demand FULL compensation for any damages caused by passengers or parties travelling in our vehicles.

Cleaning Fee

Where the vehicle is damaged or left in an unpleasant condition you will be charged a cleaning and/or damage fee. RoyalMe Limousines will take action to recover all costs incurred.  Any additional cleaning fees start at $250.00 per hour this covers spills including but not limited to of drinks or food, any bodily fluids, make up & glitter and staining of any furniture.

Payment will be deducted from your credit card you have supplied us at time of booking or paid on invoice.

Food Consumption

While we are happy for you to bring nibblies while you’re travelling on board our vehicles you will be liable for excess cleaning charges. Please communicate with us if you intend to bring food prior to your date of hire.

Removal of Rubbish

We ask passengers, to remove all rubbish at the end of the hire. We understand that this is not always possible, and our drivers will assist with the removal however excessive rubbish will result in a cleaning charge.

• NO Red Wine to be consumed in our vehicles.
• NO Red Premix drinks to be consumed in our vehicles.

Clothing Damage

It is the responsibility of the wearer to ensure their clothing avoids contact with car areas that naturally could produce dirt or grease such as the tyres, exhaust pipes, door shuts/hinges etc.

RoyalMe Limousines will not be liable for soiled or damaged clothing.

 

Wine Tours

When having RoyalMe Limousines book in your Tastings on your behalf we will need the Tasting charges to be paid in full before we can lock in your tastings for you.

Upon booking the number of your group needs to be correct if you have more people added to your group after the tastings have been locked in the additional people may not be able to be added to the tastings as Cellar doors have a limit on how many they will accept to a group.

 

 

Cancellation of Wine tours when RoyalMe Limousines arranges the Tastings

There will be no refunds on tasting fee’s this includes if you cancel or have any of your group as no shows on the day.

If you need to reschedule your booking to another date and cellar doors can transfer your booking and payment to a new date that will be great but please keep in mind if the venue cannot accommodate the new date or won’t allow the transfer to a new date, there will be no refunds.

Wedding Guest Transfer bookings

We require a list of all guests with contact phone numbers no later than 3 days before your Wedding.   The list must be batched according to the pickup locations.

The scheduled run supplied by RoyalMe Limousines states that all guests must be ready 5 mins prior to the vehicle arrival to ensure that the vehicle isn’t delayed to collecting other guests and getting all guests to the venue on time.

Travel Insurance

It is highly recommended that you have travel insurance in place for any travel being planned (especially to and from Airports and Cruise terminal) this will protect you against any potential or unforeseen changes beyond our control which may alter your travel circumstances.

 

Airport Pickups 

 

Should you require extra time at airport, please advise at the time of booking.

If no special pickup instructions are provided, we will work on the times worked out in your Run Schedule.

Your driver should call you upon his or her arrival.   If the driver is left waiting beyond the scheduled departure time a charge of $30 for every 15 min block along with any additional parking charges will be charged the next business day via invoice or charged to your nominated Credit Card

Domestic Terminal

Your driver will arrive 45 mins after your designated flight landing and will collect you from the upstairs departure terminal.  This is where your driver would have dropped you off too when you were departing Sydney.

International Terminal

Drivers will arrive to the Express Pickup at the International Terminal 1.5 hours after your flight lands.  This gives you time to get off your flight, collect luggage and get through Customs. 

 

Cruise Terminal

Your driver will arrive to the Terminal for pickup (White Bay or Circular Quay) at 9am.  You should be ready to board and load luggage into the vehicle upon your driver arrival.

If your driver is left waiting beyond 9.15am, parking charges will apply along with driver wait time of $30 every 15 mins. This will be either charged to your nominated Credit Card or Invoiced directly to you the next Business Day.

Overtime/ Waiting Time

As far as possible, customers should try to maintain the time frame for which the vehicles are reserved.

Whilst we will accommodate passengers during their travel, additional time required by you will be charged $30 every 15-minute increments after the booked finish time. Additional time charges may include, but are not limited to, delayed airport arrivals and pickups, weddings that go over the scheduled finish time, restaurant delays and general or corporate hire delays caused by you.  It is recommended to allow the time that you require upon booking.   If you go over time, you will be invoiced, or your nominated Credit card will be charged on the next Business Day.

If your driver is waiting and has another scheduled job after you, he or she will leave and go to the next scheduled Customer.  If this happens there will be no refunds and additional charge will apply for a driver to be sent out to collect, you this will also be pending our availability.

 

Unforeseen Circumstances

RoyalMe Limousines, at all times, will endeavour to ensure you arrive at your destination, safely, comfortably and on time. However, we cannot be held liable for any event which is beyond our control, including but not limited to, traffic delays, weather, illness or vehicle breakdown. In such circumstances, you must allow RoyalMe Limousines to do all things possible to resolve the problem and complete your hire (e.g. if vehicle breaks down, provide a replacement subject to availability).

As part of our Terms and Conditions, RoyalMe Limousines reserves the right to sub-contract vehicles and drivers to complete your hire. RoyalMe Limousines will not be obligated to refund any money unless we are unable to resolve with a solution.

 

Vehicle Breakdown

Whilst every effort is made with regards to maintenance of our vehicles, break downs can and do occur. We cannot assume responsibility for circumstances beyond our control.

Should there be a vehicle breakdown or mishap rendering the reserved vehicle out of commission, we reserve the right to substitute vehicle. We will make every effort to supply an alternate vehicle, No guarantee can be made that we will supply an identical vehicle.  You should receive a courtesy phone call to advise what is happening if this occurs.

This being we may need to source a vehicle elsewhere.  Sometimes the replacement vehicle may not be what you have hired.  We will outlay the cost for an alternate vehicle in most cases the alternate vehicle charge could be a higher rate than what you have paid. Vehicle replacement could mean an upgrade. 

Vehicle Breakdown prior to date of travel

In the event of a vehicle breakdown or accident prior to the date of travel, every effort shall be made to supply an alternative vehicle of like what you have booked if we can. The booking person shall be notified if this occurs to discuss possible solutions and, in some cases, a free vehicle upgrade may be given.

If the alternate vehicle is not identical or similar to what you have hired, we will offer a discount on your next hire. 

Should we be unable to provide an alternate vehicle option, a full refund will be given. This will be made as quickly as possible but could take up to 30 Days.

On the day of hire

If the vehicle breaks down on the day of your hire including prior to driver departing base, during the journey or on-route to your pickup, RoyalMe Limousines will make alternative arrangements and keep you up to date.   

While every effort is made to provide the exact vehicles booked, on the rare occasion of a vehicle breakdown, or other unforeseen circumstance, the hirer will be consulted, and arrangements can be made for the next most suitable vehicle available to be used as a substitute (at the applicable hire rate) or a free upgrade. We will make every effort to provide a replacement vehicle as quickly as possible.

If we have a vehicle which is available to use that is different to what is hired, we will include some extras on the day of hire (if time allows us to arrange and will offer a discounted service next time)

If we have a solution but the customer decides to arrange alternate transport on the day we will not reimburse or refund due to us having a solution to continue with your hire.

If we are unable to find a solution RoyalMe Limousines will refund the amount paid. Refunds can at times take up to 30 Days.

We cannot be held financially responsible for the delayed arrival to third party bookings/events due to any vehicle mechanical problems that may arise.

The hirers specifically accepts that the hire is based on a best endeavours basis and therefore, no specific guarantees can be made in terms of time, reliability of the vehicle and events out of the direct control of the driver or the company.

System failures

Whilst RoyalMe Limousines endeavours to maintain all aspects of the vehicles in good condition, on a rare occasion some of the individual features may not work as intended either before or mid-way through a hire. (e.g., air conditioning and Stereo).

If any vehicle system failure occurs, prior to or during a booking, but the vehicle is mechanically capable of doing the hire, it will do so, and no compensation will be offered or payable. 

The hiring of these vehicles is on the understanding that this might occur if this does occur, we will endeavour to find a solution if all else fails you may get some added inclusions in your hire on the day, free upgrade or a discount on your next transport.

Every effort will be made by your driver to fix any failures that may arise during your hire.

 

Passenger Misconduct and Termination of Transfers

The driver at the time of hire, may, at his own discretion, terminate the vehicle hire or eject any person or persons that are, in the drivers opinion, acting inappropriately and/or dangerously during the hire period.

In the event that any member of the travelling passengers commits any of the following offences, our drivers have been instructed to immediately terminate the transfer:

• Smoking / Vaping in the vehicle
• NO illegal drug use of any kind
• Urinating in the vehicle
• Displays ANY abusive or threatening behaviour.
• No Alcohol drinking persons under 18 years of age.

On termination of the transfer, the driver has the right to eject either just the primary offender or all travelling passengers to a location they deem safe to stop.

RoyalMe Limousines will not provide any refund for a terminated Hire.

Dangerous Behaviour

We support a strict No Tolerance policy for dangerous behaviour.  If your driver deems there to be a situation where any travelling passenger/s are acting in a dangerous or threatening manner, they have the authority to immediately terminate the transport, evict the passengers and contact the police, where a full report shall be made.  No reimbursement is claimable if a booking has been terminated.

At no point shall a travelling passenger place any part of their body outside of the vehicle while in motion.  This includes both of windows and any emergency exits (unless there is a genuine emergency for doing so).  If a passenger extends themselves from a vehicle, fines can be applied if the vehicle is stopped by NSW Police.

Alcohol

The person booking the vehicle takes full responsibility, that all alcohol brought and consumed in the hired vehicle, is done so by persons over 18 years of age.

We do not allow Red Wine to be consumed in our Limousines.

Lost/Damaged Property

Please check that you have all your personal belongings before exiting the vehicle.  If items are left inside the vehicle, you are welcome to arrange a time to collect them.  If the vehicle is required to return with the item or someone needs to deliver items back to you, a fee will be calculated and charged based upon the particular vehicle hourly rate.  If you require an item to be returned by post.  Postage charges will apply.  

We will not be held responsible for any loss or damage to any personal belongings.

RoyalMe Limousines Terms and Conditions are current but subject to change without notice.