Legal Policies
DM Cabs Pty Ltd is the registered operating company of Diplomat Chauffeur Cars. By confirming a booking with Diplomat Chauffeur Cars, you acknowledge and agree to the Terms and Conditions outlined on this page.
These Terms and Conditions apply to all chauffeur and private transport services provided by Diplomat Chauffeur Cars throughout Australia.
Our Terms and Conditions are designed to establish clear expectations, protect the rights and responsibilities of both clients and the service provider, and ensure a professional and reliable booking experience. At Diplomat Chauffeur Cars, we are committed to delivering premium chauffeur services with a strong focus on safety, reliability, professionalism, and exceptional customer care.
1. Definitions
2. Main Conditions
Bookings & Payments
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Booking Confirmation: A booking is only confirmed once it has been accepted by Diplomat Chauffeur Cars via email, telephone or written message.
- Booking Fee: New clients are required to pay 100% of the agreed fare in advance, unless otherwise arranged with our office. Returning clients may be eligible for a 30% deposit arrangement, with the remaining balance payable as agreed.
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Final Payment: Any outstanding balance must be paid before the commencement of the service, unless otherwise agreed in writing.
- Booking Changes: Any requested changes to a confirmed booking must be communicated to our office in writing and are subject to availability. Additional charges may apply where changes affect the agreed route, timing, duration or vehicle requirements.
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Business Bookings: Where a booking is made by a company or third party, the contracting party is responsible for payment in accordance with the agreed booking arrangements and for ensuring passengers are informed of the applicable service conditions.
- Acceptance of Terms: By confirming a booking or making a required payment, the Hirer acknowledges and agrees to these Terms and Conditions, provided they have been made available before the booking is finalised.
- Card Processing Fee: All major cards are accepted. Card payments may attract a processing fee of 3%.
- Booking Security: Bookings are secured only after the required Booking Fee payment.
- Administration Fees: All previous administration fees have been removed in accordance with company policy.
Charges & Cancellations
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Overtime Charges: Additional hire time is charged according to the applicable vehicle category. For Executive Sedans and SUVs, the standard overtime rate is AUD $132 per hour, calculated in 15-minute increments (AUD $33 per interval) after the applicable complimentary waiting period.
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Cancellations: For standard airport transfers, cancellations made more than 4 hours before the scheduled pickup time during business hours are free of charge. Cancellations within 4 hours may incur a 30% charge. If the vehicle is already en route, the full fare may be charged. For cancellations outside business hours, please contact our office directly by telephone. For confirmed special events, including weddings, a 30% cancellation fee applies. All cancellation charges are subject to applicable Australian Consumer Law.
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No-Show Policy: If the Hirer or passengers fail to appear at the agreed pickup location within the applicable waiting period, without notifying our office, the booking may be classified as a No-Show and the full booking fare may apply, subject to applicable Australian Consumer Law.
- Damage & Cleaning: The Hirer is responsible for damage caused to the vehicle by the Hirer or their passengers, beyond reasonable wear and tear. Excessive cleaning resulting from spills, bodily fluids or other incidents may incur a minimum cleaning fee of AUD $250. Additional damage or cleaning costs will be assessed according to the circumstances and reasonable costs incurred.
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Additional Charges: Pricing excludes tolls, airport parking and waiting time unless specifically stated in the quotation. Additional charges may apply for extended waiting time beyond the standard grace period or for last-minute route changes.
- Standard Waiting Times: The standard waiting time from the pickup address is 10 minutes. For airport transfers, the waiting time is 30 minutes for domestic flights and 60 minutes for international flights, calculated from the arrival time.
- Special Events: Once confirmed and paid, bookings are 100% prepaid. A 30% cancellation fee applies. Cancellations made within 24 hours of the event are non-refundable.
Responsibilities & Liability
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Hirer Responsibility: The Hirer is responsible for ensuring that all booking details are accurate, including pickup and drop-off locations, pickup times, flight information, passenger numbers, luggage requirements and any special service requests.
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Delays & Road Conditions: Journey times may be affected by traffic congestion, accidents, road closures, adverse weather or circumstances beyond our reasonable control. Diplomat Chauffeur Cars will take reasonable steps to minimise disruptions and provide a safe and reliable service. Liability for delays or service interruptions will be determined in accordance with applicable Australian law.
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Lost Items: Passengers are responsible for their personal belongings during the journey. If an item is left inside a vehicle, please contact our office promptly. Diplomat Chauffeur Cars will make reasonable efforts to locate and return lost property.
- Equipment & Vehicle Features: Onboard amenities such as USB charging ports, entertainment screens and ambient lighting are provided as complimentary conveniences where available. Specific features are not guaranteed unless expressly included in the confirmed booking. Any equipment faults affecting an agreed service will be handled in accordance with applicable Australian Consumer Law.
- Delays Caused by Hirer: Diplomat Chauffeur Cars is not responsible for missed flights, connections or additional costs directly resulting from incorrect booking information provided by the Hirer or passengers arriving late, except where otherwise required by applicable Australian law.
- Breakdowns or Interruptions: In the rare case of a breakdown, we will make all reasonable efforts to assist with alternative transport, but no further compensation is provided.
- Invoice Terms: All invoices must be settled by the due date stated.
- Airport Transfers: We monitor flights where possible. However, delays caused by airline or airport issues remain the responsibility of the Hirer.
- Limits of Liability: While we always aim to deliver an excellent service, Diplomat Chauffeur Cars is not liable for any indirect loss, missed appointments, flight connections, business losses or events beyond our control.
- Vehicle Substitution: If a vehicle becomes unavailable due to mechanical issues or emergency circumstances, a similar or upgraded vehicle may be provided where available. If no alternative is available, a refund may apply only for the unused portion of service.
On-Board Rules & Safety
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Vehicle Allocation: Diplomat Chauffeur Cars reserves the right to substitute the allocated chauffeur or vehicle where reasonably necessary for operational, safety or availability reasons. Where possible, a replacement vehicle of a comparable category will be provided.
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Illegal Activity: Illegal, abusive, threatening or unsafe behaviour may result in the immediate suspension or termination of the service. Any refund entitlement will be assessed according to the circumstances and applicable Australian Consumer Law.
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Passenger Limits: Vehicles must not exceed their legally permitted passenger capacity. The chauffeur may refuse to commence or continue a journey where passenger safety or legal requirements cannot be met.
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Party Behaviour: The Hirer is responsible for the conduct of passengers travelling under their booking. All passengers must behave respectfully and follow reasonable safety instructions provided by the chauffeur.
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Food & Alcohol: Food or items likely to cause spills, stains or damage are not permitted inside vehicles without prior approval. Alcohol consumption is prohibited during school formals and bookings involving minors. All passengers must comply with applicable laws regarding alcohol consumption and public safety.
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Seatbelts & Child Safety: All passengers must comply with applicable Australian road safety laws, including seatbelt requirements. Appropriate child restraints must be arranged in advance where required.
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Doors & Safety: Chauffeurs may assist passengers with opening and closing vehicle doors for safety and convenience. Passengers must exercise caution and follow the chauffeur's instructions when entering or exiting the vehicle, particularly in traffic conditions.
- Unruly Behaviour: The chauffeur may refuse to commence or continue a journey if a passenger behaves in an abusive, threatening or unsafe manner. Any refund entitlement will be assessed according to the circumstances and applicable Australian Consumer Law.
- Weather Conditions: No refunds or compensation apply for delays caused by adverse weather or road conditions.
COVID-19 & Safety
- Diplomat Chauffeur Cars follows professional hygiene and vehicle care standards. Vehicles are cleaned regularly, and safety protocols may apply if required. No refunds or compensation apply for cancellations or disruptions caused by sudden government restrictions or travel bans.