Refund Policy - Luxury Tours Hobart

Our refund policy operates on the principle of fairness, balancing the need for flexibility for our clients with the operational costs incurred in preparing and scheduling our luxury chauffeur-driven vehicles (Premium Sedans, Premium SUVs, Premium Euros, Mercedes Vans, Mercedes Sprinters) and professional chauffeurs. All refund requests must be submitted in writing via email to [Your Company Email Address]. The date of the email will be considered the official cancellation request date.

2. Cancellation by the Client

The eligibility for a refund, and the amount of refund, will depend on the notice period provided before the scheduled service time.

• More than 48 hours notice: For cancellations made with more than 48 hours’ notice prior to the scheduled pick-up time, a full refund will generally be issued. Please note that any non-refundable third-party costs incurred by Luxury Tours Hobart on your behalf (e.g., pre-booked venue entry fees for tours, special event permits) may be deducted from the refund amount. We will clearly communicate any such deductions.
• 24 to 48 hours notice: For cancellations made between 24 and 48 hours before the scheduled pick-up time, a 50% refund of the total service fee will be issued. This covers a portion of the administrative costs, vehicle scheduling, and potential loss of business.
• Less than 24 hours notice: Cancellations made with less than 24 hours’ notice before the scheduled pick-up time are generally non-refundable. This is due to the immediate operational impact, including chauffeur allocation and vehicle preparation, which cannot be reassigned or re-booked in such short notice.
• No-Shows: If a client fails to appear at the designated pick-up location at the scheduled time without prior notification (a “no-show”), the service will be considered completed, and no refund will be issued. Our chauffeurs will wait for a reasonable period (typically 15 minutes for standard transfers, 30 minutes for airport arrivals after actual landing time, or as per agreed terms for tours) before departing. Attempts will be made to contact the client before departure.

3. Modifications to Bookings

We understand that you may need to amend your booking. Requests for modifications (e.g., change of time, date, pick-up/drop-off location) are subject to vehicle and chauffeur availability.

• More than 24 hours notice: We will do our best to accommodate modifications free of charge if requested with more than 24 hours’ notice. Any price difference due to changes in service duration, distance, or vehicle type will be applied accordingly.
• Less than 24 hours notice: Modifications requested with less than 24 hours’ notice will be assessed on a case-by-case basis and may incur an administrative fee or be treated as a cancellation and re-booking, depending on the extent of the changes and operational impact.

4. Delays and Unforeseen Circumstances

We pride ourselves on punctuality. However, in rare instances, delays can occur due to factors beyond our reasonable control.

• Flight Delays (Airport Transfers): We monitor flight arrivals for airport transfers. If your flight is delayed, we will adjust the pick-up time accordingly. No additional waiting fees will be charged for reasonable flight delays. However, if a flight is significantly delayed or diverted, requiring extensive chauffeur waiting time or vehicle re-scheduling, additional charges may apply or a cancellation (as per the above policy) may be necessary, at our discretion.
• Traffic and Road Conditions: We are not liable for delays caused by unforeseeable traffic conditions, road closures, accidents, or other force majeure events (e.g., extreme weather conditions, natural disasters). In such situations, our chauffeurs will take the safest and most efficient alternative routes. No refunds will be issued for delays caused by these external factors.
• Vehicle Breakdown: In the unlikely event of a mechanical breakdown of our vehicle during a service, we will endeavor to provide an immediate replacement vehicle to complete your journey. If a replacement cannot be arranged within a reasonable timeframe, a full or partial refund for the affected portion of the service will be issued, as deemed fair and reasonable.

5. Refunds for Service Non-Performance or Issues

Under Australian Consumer Law (ACL), consumers are entitled to a refund or other remedies if a service is not fit for purpose, not delivered with reasonable care and skill, or does not meet the agreed-upon standards.

• If our service fails significantly to meet the reasonable expectations or agreed-upon terms, please contact us immediately to report the issue.
• We will investigate all complaints thoroughly and fairly. If it is determined that there was a significant failure on our part to deliver the service as agreed, a full or partial refund may be issued, or a credit for future services, depending on the severity and impact of the issue.
• Minor delays or inconveniences that are outside our control (as per Section 4) do not generally qualify for a refund.

6. Processing Refunds

All approved refunds will be processed using the original payment method where possible. Refunds are typically processed within 5-10 business days from the date the refund is approved. The exact time for the refund to reflect in your account may vary depending on your bank or credit card provider.

7. Contact Us

For all cancellation, modification, or refund requests, please contact us directly. We are here to assist and ensure a fair resolution in accordance with this policy and Australian Consumer Law.

Email: info@www.sydneychauffeurlimo.com.au
Phone: +61 432661714
Website: https://www.sydneychauffeurlimo.com.au/
Private Tours: https://www.sydneychauffeurlimo.com.au/private-tours-hobart-tasmania/
Get A Quote: https://www.sydneychauffeurlimo.com.au/get-a-quote/
Contact Us: https://www.sydneychauffeurlimo.com.au/contact-us/
Our Address: Hobart, Tasmania, Australia

We appreciate your understanding and cooperation regarding our refund policy, designed to ensure fairness and efficiency for all our valued clients.