The rules of the road — how bookings, pricing, cancellations and conduct work at TransfersX.
TransfersX is a premium chauffeur service operating in Melbourne, Sydney, Brisbane and Perth, Australia. We provide point-to-point transfers, hourly hire, airport transfers, corporate travel, wedding transport and private tours. All references to "we", "us" or "TransfersX" mean the operating entity; "you" or "the client" means the person making the booking or any passenger travelling under it.
We serve Melbourne, Sydney, Brisbane and Perth, including up to a 120 km radius from each city CBD. Trips outside this area, or to remote/regional destinations, are by enquiry only and may require a custom quote. We reserve the right to decline bookings outside our serviceable area.
All prices are quoted in Australian Dollars (AUD) and include GST unless otherwise stated. Quoted fares are based on the route, vehicle class, time of day, and any extras you select (stops, child seats, return trip, model upgrade, colour preference, luggage trailer).
We operate a simple two-rule toll policy — visible on every quote so there are no surprises:
Reference toll networks: CityLink & EastLink (Melbourne), M2 / M5 / Cross City / Eastern Distributor / WestConnex (Sydney), Gateway / Clem7 / Legacy Way / AirportlinkM7 (Brisbane). Perth has no toll roads on standard airport routes.
At the time of booking you may optionally select:
Default: any vehicle in the booked class is sent at no extra charge. Upgrades are subject to availability — if we can't fulfil a specific request the associated fee is refunded.
Complimentary waiting time is included with every booking. The clock starts at the booked pickup time, or — for airport collections — from the actual aircraft landing time as recorded by the airport (not the scheduled arrival).
| Pickup type | Included wait |
|---|---|
| Domestic flight arrival | 30 minutes from actual landing |
| International flight arrival | 60 minutes from actual landing |
| Non-airport pickup (home, hotel, office) | 15 minutes from booked time |
Once the included grace period has elapsed, waiting time is charged at $2.50 per minute, billed in 15-minute increments ($37.50 per block). If the chauffeur is required to remain on-site significantly beyond the booked window, the trip may convert to an hourly hire at the applicable vehicle rate.
For airport pickups, our chauffeur waits with a name board at the meeting point listed in our Airport Pickup Points guide.
Important note for Sprinter, Minibus and Coach bookings at Melbourne Airport: under airport regulations, commercial group vehicles are not permitted on terminal kerbsides or in the standard limousine pickup areas. All group-vehicle pickups occur at the ground-level Coach & Charter Zone in front of T2, accessible from any terminal (T1, T2, T3, T4) via the covered walkway. Your chauffeur will contact you on your mobile when they arrive — please allow a few minutes for the walk from the domestic terminals.
We operate a tiered cancellation policy. The "free-cancellation window" depends on vehicle class:
Time, address and vehicle changes are accommodated wherever possible. Changes made inside the free-cancellation window may attract a fare adjustment if they materially change the route or duration.
A no-show is recorded when:
No-shows are charged at 100% of the booked fare plus any tolls and parking incurred.
For airport pickups, we monitor your flight in real time using the flight number you provide. Delays within the included grace period are not charged. If a flight is diverted, cancelled or significantly delayed beyond reasonable monitoring, please contact us as soon as possible so we can re-allocate the chauffeur.
Each vehicle has stated passenger and luggage capacity. Oversized items (bicycles, surfboards, large instruments, etc.) must be declared at the time of booking — we cannot guarantee transport of undeclared oversized items, and additional charges may apply.
We will make reasonable efforts to return items left in our vehicles. Items are held for 30 days and returned at the owner's expense (courier or in-person collection). TransfersX accepts no liability for items lost or damaged in the vehicle.
Some addresses are not accessible by larger vehicles — locked driveways, narrow lanes, height-restricted carparks, security-gated estates and certain venue forecourts may require the chauffeur to collect or drop off at the nearest reasonable point. We make every effort to communicate this in advance. A short transfer to the vehicle does not entitle the passenger to a refund or fare reduction.
You agree to indemnify TransfersX, its directors, employees and contractors against any reasonable loss, claim, damage or cost (including legal costs on a solicitor-client basis) arising directly from:
This clause does not apply where the loss results from our own gross negligence or wilful misconduct, and nothing in this clause limits any consumer rights you have under Australian law.
Our chauffeurs are trained, vetted and insured at significant cost to us. For a period of 12 months after your most recent booking, you agree not to:
This restriction is reasonable and necessary to protect the goodwill of the business. A breach entitles us to recover liquidated damages equivalent to twelve months of the chauffeur's typical earnings with TransfersX.
In periods of high demand, or for routes outside our usual coverage, we may sub-contract a booking to a vetted partner operator. We remain responsible for the standard of service delivered, but TransfersX is not liable for any independent act or omission of a sub-contractor outside the booked trip.
The TransfersX name, logo, vehicle photography, website copy, booking system and all related materials are the property of TransfersX. You may not copy, reproduce, republish, modify or use any of these for commercial purposes without our prior written consent. Personal sharing of a confirmation or quote with your own travel party is, of course, fine.
Trip information, passenger lists and corporate travel patterns are treated as confidential. We do not discuss our clients' movements with third parties except as required to deliver the service (e.g. with the assigned chauffeur) or where compelled by law. We expect the same discretion in return — please do not share another passenger's details or our internal pricing without permission.
We reserve the right to decline, suspend or terminate service to any customer who is abusive to our team, repeatedly cancels bookings in bad faith, attempts fraud or chargeback abuse, or whose conduct places our chauffeurs or other passengers at risk. In such cases no refund is due for the affected booking.
Promotional codes must be applied at the time of booking and cannot be added retrospectively to a confirmed quote. Only one promotion applies per booking unless stated otherwise. Codes have no cash value, are non-transferable, and may be withdrawn at any time.
If something has gone wrong with your trip, please contact us within 7 days at info@transfersx.com.au with the booking reference and a description of the issue. We commit to acknowledging within 1 business day and providing a substantive response within 7 business days. If a complaint cannot be resolved directly, both parties agree to attempt mediation in good faith before commencing any legal proceedings.
TransfersX maintains full commercial passenger transport insurance as required by Victorian law. To the maximum extent permitted by law, our liability for any loss arising out of the service is limited to the value of the booking. We are not liable for indirect or consequential losses such as missed flights, missed meetings or onward travel costs, except where caused by our gross negligence.
Nothing in these terms excludes any rights you have under the Australian Consumer Law.
These additional terms govern your use of transfersx.com.au itself (separate from the chauffeur service we deliver after a booking is made).
The TransfersX name, logo, vehicle photography, copy, page layout and booking-system code are owned by TransfersX or used under licence. You may view, share and link to our pages for personal, non-commercial purposes. Reproducing, scraping, framing or repurposing site content for commercial use (including a competing chauffeur business) is not permitted without our prior written consent.
The TransfersX website does not require an account to browse, get a quote or place a booking. We do not currently offer a customer login area, mobile app, public reviews, comments or any other user-content features. Information you submit during a booking is governed by our Privacy Policy.
A price returned by our online quote tool is an estimate based on the inputs you provide and is valid for 7 days. A quote is not a confirmed booking. Your booking is only confirmed once payment (or an approved corporate hold) is completed and you receive a written confirmation from us.
The website includes links to or uses services from third parties (Google Maps, Stripe, Meta, Google Analytics, DeepSeek for AI-assisted chat). We don't control those third parties and aren't responsible for their content, availability or privacy practices. Their own terms apply to your interactions with them.
We make reasonable efforts to keep the site, the booking widget and the toll/distance calculations accurate and available, but we don't warrant the site will be uninterrupted, error-free or compatible with every device or browser. To the maximum extent permitted by law, our liability for any loss arising from your use of the website itself (as distinct from a confirmed booking) is limited to the amount you have paid us in the previous 12 months.
You agree not to attempt to scrape, mine, reverse-engineer, probe, overload or otherwise interfere with the site or its underlying systems; submit deliberately false booking information; impersonate another person; or use the site for any unlawful purpose.
We may update these Terms (including the website-use clauses above) from time to time. The "last updated" date at the top of this page reflects the most recent change. Continued use of the site after a change indicates acceptance.
Your personal information is handled in accordance with our Privacy Policy. We only collect information necessary to deliver your booking and to communicate with you about it.
We are not liable for failure to deliver the service due to events beyond our reasonable control, including (without limitation) severe weather, road closures, civil unrest, government directives, pandemics, or industrial action. In such cases we will make reasonable efforts to reschedule or refund affected bookings.
These terms are governed by the laws of the State of Victoria, Australia. Any dispute will be resolved in the courts of Victoria.
If any clause of these Terms is found to be unenforceable, that clause is read down to the minimum extent necessary, or severed entirely, without affecting the validity of the remaining Terms.
For any questions about these Terms, or for bookings and enquiries: