ONLINE BOOKINGS AND PAYMENT

For online bookings, the fare and any applicable service fees, tolls, airport parking, waiting time or other charges set out in these terms will be charged to the card used for the booking after the trip.

If the card is declined, the amount owing must be paid directly to the driver or via a payment link we send you. Clients with a TLB Group account may be invoiced monthly or charged to the card used for the booking. Card payments made in the vehicle incur a service fee.

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TOLLS AND OTHER SURCHARGES

Tolls may not be included in the quoted fare. Any tolls incurred during the trip are payable by the passenger.

Event, public holiday, early morning and late night surcharges may apply. We will advise you of any surcharge before confirming your booking.

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AIRPORT PICKUPS

We monitor flights and will try to accommodate delays, subject to the driver’s other bookings. If we cannot, we may ask an affiliate to assist. If neither we nor an affiliate can provide the service, we will notify you by text or email.

You must provide your flight number for an airport pickup. If no flight number is provided, we may choose not to dispatch a driver. If we do dispatch one, pickup will be at the booked time, with 10 minutes of waiting time before waiting charges apply.

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WAITING TIME

For car and van bookings, pickups from locations other than an airport include 10 minutes of waiting time. After that, waiting is charged at $1.65 per minute.

For minibus, bus and coach bookings, waiting after the included waiting period is charged at $2.75 per minute.

WAITING TIME FOR AIRPORT PICKUPS

For airport pickups, the included waiting time is 30 minutes for domestic arrivals and 60 minutes for international arrivals, measured from the confirmed landing time. After that, waiting is charged at $1.65 per minute, plus any additional airport parking or toll fees.

If you request a specific pickup time, waiting time begins at the booked pickup time. We will try to adjust for an early or delayed flight, but cannot guarantee this because of the driver’s other bookings. If the driver cannot contact you after the included waiting time, they may leave and the full fare will be charged.

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MULTIPLE PICKUPS OR DROP-OFFS

The quoted fare does not include additional pickups or drop-offs unless they were included in the booking.

For additional stops that are on the route, a $10 fee per pickup or drop-off applies and includes up to 2 minutes of waiting time. Additional waiting is charged at $1.65 per minute for car and van bookings or $2.75 per minute for minibus, bus and coach bookings.

Stops off the route must be priced with the fleet manager, driver or office before the trip. The agreed amount is payable to the driver.

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CANCELLATIONS AND NO-SHOWS

Cancellations must be sent in writing to info@tlbgroup.com.au.

For car and van bookings, cancellations made within 6 hours of pickup incur the full fare. The full fare also applies if passengers do not show after the included waiting time and cannot be contacted. Deposits are non-refundable. Prepaid bookings incur a 10% cancellation fee, except where the full fare applies.

For minibus, bus and coach bookings:

– Cancellations made within 5 days but more than 24 hours before pickup incur a fee of 50% of the full fare.
– Cancellations made within 24 hours of pickup incur a fee of 100% of the full fare.

Any amount already paid will be credited against the applicable cancellation fee.