Legal Information

Three pages cover the written side of working with us. Each one is kept short and describes what we actually do, not what a template says we might.

Booking Terms and Conditions

The terms that apply to every booking: how quotes and payment work, waiting time and flight delays, child seats, luggage, animals, lost property, what we are responsible for, and how to raise a complaint. Read this one if you want the full picture.

Cancellation Policy

Notice periods for sedans and for larger vehicles, how no-shows are handled, and why a late flight is never treated as one. Weddings and events carry their own terms, which are set out when we quote them.

Privacy Policy

What the booking form collects, where it goes, the analytics and advertising cookies the site sets, how long we keep enquiries, and how to ask us for a copy of your information or to delete it.

Which Address to Use

Write to book@one-transfer.com about a booking, a quote, a change or a cancellation. Write to info@one-transfer.com about an invoice, an account question, feedback, a complaint or anything to do with your information. Either address reaches us, so a wrong guess costs you nothing.

Which Terms Apply to Your Booking

The version of each page that applies to your booking is the one published on the day you confirmed it. Where we agree something different for a particular booking, it is written into your quote and that replaces what these pages say. Weddings, events and long regional days are the usual cases, because a vehicle is held for a long window on a date we cannot resell.

If Something Goes Wrong

Tell us first. Email info@one-transfer.com with the booking details and what happened, and we come back within two business days. Most problems are settled in a single message, because the chauffeur, the vehicle and the timing are all things we can check straight away. If we cannot settle it between us, the matter can go to Commercial Passenger Vehicles Victoria or to Consumer Affairs Victoria, and anything to do with your information can go to the Office of the Australian Information Commissioner.

Documents We Do Not Publish

Some operators list accreditation numbers, licence numbers and insurance certificates on their website. We publish a claim only once the document behind it exists and the number can be checked, so this site carries none of them today. If you need paperwork for a corporate supplier check or a venue, ask and we will send what applies to your booking.