Comfortable, Reliable Transfer Services

These Terms & Conditions apply to bookings made with T&K’s Hot Mess Express Transfers (“T&K’s”, “we”, “us” or “our”).

By making a booking or payment, the person making the booking confirms that they have read and accepted these Terms & Conditions on behalf of themselves and all passengers included in the booking.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL).

A booking is confirmed once T&K’s has accepted the booking and the required payment has been received.

Unless otherwise agreed in writing, full payment is required to secure a booking.

Customers are responsible for providing accurate information, including:

• passenger names and contact details;
• pickup and destination addresses;
• travel date and pickup time;
• flight or cruise details;
• passenger numbers;
• luggage requirements;
• child-restraint requirements; and
• mobility or other relevant transport requirements.

Customers should check their booking confirmation carefully and notify T&K’s promptly of any errors or changes.

Quotes are based on the information provided at the time of quotation. Changes to the pickup, destination, date, time, passenger numbers, itinerary, waiting requirements, luggage or other material booking details may result in a price adjustment.

Any additional charge will be communicated before the changed service is confirmed wherever reasonably practicable.

Where a price is quoted per vehicle, that price applies up to the stated passenger and luggage capacity of that vehicle.

We understand that travel plans can change.

Where a customer chooses to cancel a booking and the cancellation is not connected with a right or remedy under the Australian Consumer Law, T&K’s does not provide cash refunds for customer-initiated cancellations.

The full amount paid will be retained as a booking credit for future eligible travel with T&K’s.

No cash refund will be provided. A booking credit may be offered at T&K’s discretion, taking into account the circumstances, costs already incurred and our ability to reallocate the booking.

No refund or booking credit will ordinarily be provided.

Where a passenger fails to attend the agreed pickup location and cannot be contacted after reasonable attempts, the booking may be treated as a no-show. No refund or booking credit will ordinarily be provided.

Where a booking credit is issued:

• it is issued to the customer named on the original booking;
• it is valid for 12 months from the date the credit is issued;
• it may be used towards eligible future T&K’s services;
• new bookings are subject to driver and vehicle availability;
• the credit does not guarantee any particular date, time, vehicle or service;
• if the new booking costs more, the customer must pay the difference;
• if the new booking costs less, the unused balance remains available until the original expiry date;
• credits cannot be extended beyond their expiry date except at T&K’s discretion; and
• credits are not redeemable or exchangeable for cash except where a cash refund or another remedy is required under the Australian Consumer Law.
• 
  

Once the 12-month validity period expires, any unused credit will ordinarily be forfeited.

This cancellation policy applies to customer-initiated cancellations only and does not limit any rights or remedies available under the Australian Consumer Law.

Requests to change a booking should be made as early as possible and are subject to availability.

Changes may include the travel date, pickup time, pickup location, destination, passenger numbers, vehicle requirements, flight or cruise details, luggage requirements or other material aspects of the booking.

A change that materially affects the distance, duration or requirements of the transfer may result in a price adjustment.

Any additional charge will be communicated before the change is confirmed wherever reasonably practicable.

If a requested change cannot be accommodated and the customer chooses to cancel, the cancellation and booking credit conditions above will apply unless the customer has a right to another remedy under the Australian Consumer Law.

Unless otherwise stated when booking, a private transfer is intended exclusively for the passengers included in that booking.

T&K’s does not ordinarily combine unrelated private-transfer bookings.

A booking may be performed by:

• Todd or Kristy;
• another authorised driver; or
• an appropriately authorised third-party transport provider engaged by T&K’s.

T&K’s may change the allocated driver or vehicle where reasonably necessary.

A change of driver or vehicle alone does not constitute cancellation where substantially the same booked transport service is provided.

In exceptional circumstances, including vehicle breakdown, driver illness, driver unavailability or unexpected operational disruption, T&K’s may arrange an appropriate alternative transport solution.

Where reasonably practicable, customers will be advised of any material change to their booked service.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

T&K’s makes every reasonable effort to provide each transfer as booked.

If an allocated driver or vehicle becomes unavailable, T&K’s will make reasonable efforts to arrange a replacement driver, replacement vehicle or another appropriate transport solution.

If a T&K’s driver fails to attend the agreed pickup, customers should contact T&K’s as soon as possible so we have an opportunity to rectify the situation.

Where reasonably possible, we will arrange an alternative transport solution promptly.

If the booked service cannot be provided as agreed, T&K’s will provide any remedy required under the Australian Consumer Law. Where a cash refund is not legally required, we may offer an alternative transfer, replacement service, booking credit or another appropriate resolution.

A disruption affecting one transfer does not automatically cancel separate future bookings, subject to any rights the customer may have under the Australian Consumer Law.

Some delays may occur because of circumstances outside our reasonable control, including serious traffic incidents, unexpected road closures, severe weather, emergency service activity, natural disasters and significant airport or cruise-terminal disruptions.

T&K’s will make reasonable efforts to minimise disruption and communicate with affected customers.

Nothing in this section excludes, restricts or modifies rights available under the Australian Consumer Law.

Customers are responsible for providing accurate flight, cruise and terminal information.

Where appropriate flight information has been provided, T&K’s will make reasonable efforts to monitor flight arrival times and accommodate ordinary airline delays.

Customers should contact T&K’s as soon as reasonably possible if:

• a flight or cruise is cancelled;
• the flight number changes;
• the passenger is moved to another flight;
• the arrival airport or terminal changes;
• the flight is diverted; or
• the travel date changes.

Significant itinerary changes may require the transfer to be rescheduled and remain subject to driver and vehicle availability.

Where a substantial change results in additional transport costs, those costs will be communicated before the changed service is confirmed wherever reasonably practicable.

Passengers should be ready to depart at the agreed pickup time.

Customers are responsible for allowing sufficient time for traffic, airport check-in, security, baggage, road conditions, boarding requirements and other reasonably foreseeable delays.

T&K’s may recommend an appropriate pickup time based on the information available to us.

Where a customer requests a later pickup time contrary to our recommendation, they accept the increased travel risk associated with that decision, subject to their rights under applicable law.

Each transfer includes a reasonable waiting period. Additional waiting charges may apply for significant passenger-caused delays where we have communicated those charges to the customer.

If a passenger cannot locate their driver, they must contact T&K’s before leaving the agreed pickup location or arranging alternative transport, so we have an opportunity to assist and resolve the situation.

If we cannot contact the passenger after reasonable attempts and a reasonable waiting period, the booking may be treated as a passenger no-show.

Customers must provide accurate information about luggage and other items being transported, including checked and carry-on luggage, oversized items, wheelchairs or mobility equipment, prams, sporting equipment and other large or unusual items.

T&K’s may be unable to transport luggage or equipment that cannot be safely or legally accommodated in the booked vehicle.

Where inaccurate or incomplete information means a larger vehicle or alternative transport arrangement is required, additional charges may apply.

Child restraints may be available by prior arrangement.

Customers must advise T&K’s of the number and approximate ages of children travelling and any required child restraints before travel.

T&K’s will comply with applicable Queensland child-restraint requirements.

Passengers must behave safely and respectfully towards drivers, contractors, staff, other passengers, other road users and T&K’s vehicles.

T&K’s may refuse or terminate transport where a passenger:

• is violent, threatening or abusive;
• creates a genuine safety risk;
• refuses reasonable safety directions;
• deliberately damages the vehicle; or
• is so intoxicated that they cannot safely be transported.

Where transport is reasonably refused or terminated because of serious passenger conduct, no refund or credit will ordinarily be provided, subject to rights available under the Australian Consumer Law.

Making a genuine complaint or raising a genuine concern about our service will not, by itself, constitute abusive behaviour.

Passengers may be responsible for reasonable cleaning, repair or replacement costs resulting from damage or excessive cleaning caused by them, including vomiting, bodily fluids, excessive soiling or vehicle damage.

Passengers should check that they have collected their belongings before leaving the vehicle. Where lost property is found, T&K’s will make reasonable efforts to return it. Reasonable return costs may apply.

We take concerns about our service seriously.

Customers who experience a problem should contact T&K’s as soon as reasonably possible so we have an opportunity to investigate and, where possible, rectify the issue.

Please provide your name, booking or invoice number, travel date, details of the issue and preferred contact details.

T&K’s collects personal information reasonably necessary to manage bookings, communicate with passengers, provide transport services, process payments, issue invoices and meet applicable legal and regulatory requirements.

Personal information will be handled in accordance with applicable privacy requirements.

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Among other requirements, services supplied to consumers must be provided with due care and skill and be fit for applicable disclosed purposes.

Where a service does not comply with a consumer guarantee, a customer may be entitled to a remedy under the Australian Consumer Law. Depending on the circumstances, remedies may include having a problem rectified, receiving a replacement service, a refund or compensation as provided by law.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified.

T&K’s may update these Terms & Conditions from time to time.

The version applicable to a booking will generally be the version provided or made available to the customer when that booking was made.

Changes made after a booking has been confirmed will not retrospectively remove or reduce a customer's existing contractual or statutory rights.

By making payment, the customer confirms that they have been provided with access to and accept the Terms & Conditions applicable to their booking, including the Customer Cancellation & Booking Credit Policy.

Customer-initiated cancellations are not eligible for a cash refund. Where the cancellation qualifies under our cancellation policy, payment will be retained as a booking credit for future travel. Booking credits are valid for 12 months from the date they are issued and are not redeemable for cash.

This policy does not exclude, restrict or modify any entitlement to a refund or other remedy under the Australian Consumer Law.