Booking Terms and Conditions

Last updated: 28 September 2026. These terms apply to every booking made with One Transfer. Where we agree something different for a particular booking, we put it in your quote and that replaces what is written here.

Who You Are Booking With

Your booking is with One Transfer. Some journeys are carried out by approved sub-contracted chauffeurs and operators working to our standards and under our booking. Whoever drives, we stay your point of contact for the booking and for anything that goes wrong.

Quotes and Prices

A transfer is quoted as a single figure agreed before you travel, and road tolls are already in it. Hourly hire has a published rate for each vehicle class on our hourly chauffeur hire page, and on hourly work road tolls and parking are charged on top. Short regional tours start at $299 and longer or custom days are quoted as a tour. A wedding car is booked by the hour from $149 with a four-hour minimum.

Amounts are in Australian dollars and include GST. Rates can be different overnight, on public holidays and on major event days, and where that applies it is in your quote before you commit.

Extras

Child seats are $5 per seat, per journey. Wedding ribbon is $50 and a red carpet arrival is $75. Extra stops are priced into your quote when you tell us at the time of booking. Anything added on the day that changes the price is confirmed with you before it is charged.

Payment and Invoices

You can pay by card in the vehicle, through a payment link we send by SMS or WhatsApp, by bank transfer, or in cash. There is no card surcharge, so the quoted figure is what you pay. We issue a tax invoice for every booking. Company accounts are invoiced on the terms agreed when the account is opened; other bookings are settled either before travel or at the end of the trip, as set out in your quote. We never ask for card details by email and this website does not collect them.

Cancellations and Changes

Notice periods and when a charge applies are set out in full on our cancellation policy page. Moving a time, changing an address or adjusting the passenger count is not a cancellation. Tell us as early as you can and we will accommodate it where the schedule allows.

Waiting Time and Flight Delays

Waiting is free for 30 minutes after a domestic flight lands, 45 minutes after an international flight lands, and 15 minutes from the booked time for any other pickup. After that it is charged by the minute at the rate for your vehicle class, which is set out in our FAQ. We track inbound flights and the free period starts at the actual landing time, so a late flight is never charged as waiting and is never treated as a no-show. Hourly and full-day bookings carry no waiting charge inside the booked time.

Child Seats and Restraints

Victorian law requires a child under seven to travel in an approved restraint. Tell us the ages of the children when you book and the right seat is fitted before pickup. Each seat takes up one passenger space, which matters when you are close to the capacity of the vehicle.

Children Travelling Alone

We carry unaccompanied children by prior arrangement. A parent or guardian confirms the booking and gives us a contact number for each end of the trip, and the booking is assigned to a chauffeur holding a current Working with Children Check.

Luggage

Send us the passenger count and the suitcase count separately when you book and we will size the vehicle around both. Luggage is usually the real limit, not the number of seats. If the load turns out to be larger than what we were told, we may not be able to carry it in the vehicle sent.

Assistance Animals and Pets

Assistance animals travel with you at no extra charge, as the law requires. We do not carry other animals.

Smoking, Vaping and Alcohol

Smoking and vaping are not permitted in any vehicle. Alcohol is not to be consumed in the vehicle.

Cleaning

If a vehicle needs professional cleaning after a trip, for example after illness or a spill, we pass on the cost of the cleaning and of the time the vehicle is off the road. We tell you the amount before it is charged.

Accessibility

A folding wheelchair or walking frame travels in the boot at no extra charge. A wheelchair accessible vehicle can usually be arranged when you tell us at the time of booking.

Lost Property

Tell us as soon as you notice something is missing and we will check the vehicle. Items found are held for 14 days and then handed to a police station. Where we post something back to you, the postage is at your cost.

The Vehicle You Get

Vehicles are described by class, and the models named on our fleet pages are examples of that class. If the vehicle reserved for you becomes unavailable we supply another of the same class or higher at the price already quoted.

Behaviour and Ending a Trip

A chauffeur may decline to start a trip, or end one that has started, where a passenger is violent or threatening, or behaves in a way that puts the chauffeur, the passengers or the vehicle at risk. Where that happens the booking is charged in full.

What We Are Responsible For

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot be excluded. Where the law allows us to limit our liability, our liability is limited to supplying the service again or paying the cost of having it supplied again.

We build spare time into every journey and we track inbound flights, but we do not control traffic, roadworks, weather, accidents, road closures, industrial action or the acts of government and airport operators. Where a delay is caused by something outside our reasonable control, we are not responsible for indirect losses such as a missed flight, a missed connection or a missed event. If you are travelling to a flight, tell us the time you want to be at the terminal and we will plan the pickup around it.

Complaints

Email info@one-transfer.com with the booking details and what went wrong. We reply within two business days. If we cannot settle it between us, you can take the matter to Commercial Passenger Vehicles Victoria or to Consumer Affairs Victoria.

Your Information

What we collect and how we handle it is set out in our privacy policy.

Changes to These Terms

We may update this page. The version that applies to your booking is the one published on the day you confirmed it, and the date at the top changes whenever the page does.