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1. About These Terms
These Terms & Conditions govern booking requests and passenger transport services supplied or arranged by Sydney Private Hire (SPH). By submitting a booking request, accepting a confirmed booking, making payment or using the service, the booking party agrees to these terms on behalf of themselves and, where applicable, the passengers included in the booking.
If another person makes the booking, that person is responsible for providing accurate information and bringing relevant booking conditions to the attention of all passengers.
2. Booking Requests and Confirmation
A booking submitted through the SPH website, phone, email or another approved channel is a request for service. Receipt of a booking reference confirms that SPH has received the request; it does not by itself mean that SPH has accepted or guaranteed the booking.
SPH reviews the requested journey, passenger and luggage requirements, vehicle suitability, availability, pricing and other relevant operational or safety factors. A booking becomes accepted when SPH communicates acceptance or confirmation through its approved booking process.
Where payment is required after acceptance, SPH may issue a payment request or invoice. Failure to make required payment by the stated time may result in the booking being released or cancelled.
3. Quotes, Fares and GST
Unless stated otherwise, prices presented to customers are in Australian dollars and include GST where applicable. Website estimates are based on the information supplied at the time and the pricing settings applicable to the selected service.
The final fare may reflect the confirmed journey, selected vehicle, approved extras, waiting time, additional stops, tolls, parking, airport or access charges, or other amounts disclosed before confirmation or reasonably arising from a customer-requested change.
Where SPH agrees a fixed confirmed fare, SPH will not change that fare merely because ordinary traffic or travel time differs from the estimate, unless the customer changes the service or an additional charge has been clearly disclosed as separately payable.
4. Customer Changes to a Booking
Customers should request changes as early as possible. Changes to pickup time, location, destination, passenger numbers, luggage, child-seat requirements, stops or vehicle requirements are subject to availability and may change the fare.
SPH may require the revised booking and price to be accepted before the changed service is provided. A material change requested during a journey may be treated as an additional service where appropriate.
5. Payment
Payment must be made using an approved payment method and within any time stated on the invoice, payment request or booking confirmation. A booking may be treated as unpaid until cleared payment is received.
Customers are responsible for ensuring payment details are correct and for any legitimate bank, card or payment-provider charge that has been clearly disclosed before payment. SPH will issue invoices, receipts or other payment records as applicable.
6. Cancellations, Refunds and No-Shows
Cancellations and refunds are governed by the Sydney Private Hire Refund & Cancellation Policy, as published on the SPH website and as required by applicable law.
A no-show may occur where the passenger does not attend the agreed pickup point within the applicable waiting period and SPH has made reasonable attempts to contact the customer. Any no-show or cancellation charge will be applied only in accordance with the published policy and applicable law.
7. Pickup, Waiting and Passenger Contact
The customer must provide an accurate pickup location, contact number and other information reasonably required to perform the service. Passengers should be ready at the agreed pickup time unless the booking arrangement states otherwise.
SPH or the assigned driver may contact the customer regarding pickup, delays, access, safety or other matters necessary to provide the booked service.
8. Passengers, Luggage and Vehicle Capacity
The number of passengers, luggage items and special requirements must be accurately disclosed. SPH may refuse to carry passengers or luggage beyond the lawful or safe capacity of the vehicle.
Luggage must be suitable for safe carriage and capable of being secured or stowed without creating a hazard or obstructing the driver. SPH may decline items that are unlawful, dangerous, excessively heavy, inadequately packaged or unsuitable for the booked vehicle.
9. Child Restraints and Special Requirements
Where a child restraint or another specific passenger requirement is requested, the customer must provide accurate information when booking. The requirement is subject to vehicle suitability, availability and applicable legal requirements.
SPH may decline or modify a service where a requested arrangement cannot be provided safely or lawfully. Customers should raise mobility, accessibility or other special assistance needs before confirmation so SPH can assess suitable arrangements.
10. Passenger Conduct and Safety
Passengers must behave lawfully and must not threaten, abuse, distract or endanger the driver, other passengers or road users. Seatbelts and other safety requirements must be followed as required by law.
Safety takes priority over completion of a booking. SPH or a driver may refuse to commence, or may safely terminate, a service where continuing would create an unacceptable safety risk, involve unlawful conduct, exceed vehicle capacity, or expose persons or property to serious risk.
11. Cleaning, Damage and Unreasonable Soiling
The booking party may be responsible for reasonable, properly evidenced costs directly resulting from damage or exceptional cleaning caused by a passenger, beyond ordinary use of the vehicle. SPH will not impose arbitrary penalties or charges unrelated to the actual loss or reasonable cost incurred.
Where practicable, SPH will provide information supporting any claimed cleaning or damage amount.
12. Delays, Traffic and Events Outside Reasonable Control
SPH will use reasonable care and skill in providing the service but cannot guarantee journey times where travel is affected by traffic, road closures, weather, emergencies, accidents, police directions, airport or venue controls, or other circumstances outside SPH's reasonable control.
SPH will take reasonable steps to communicate material delays and, where appropriate, offer a reasonable alternative. This clause does not remove any consumer right or remedy that applies by law.
13. Driver or Vehicle Substitution
SPH may substitute an appropriately approved driver or suitable vehicle where reasonably necessary for safety, availability, breakdown, operational or service reasons. Any substitute must meet applicable SPH eligibility and safety requirements.
If the substitute materially changes a confirmed paid service, SPH will act reasonably and consistently with the customer's contractual and consumer-law rights.
14. Lost Property
Passengers should check the vehicle before leaving. SPH will take reasonable steps to assist with reported lost property but does not guarantee recovery. Identified property will be handled reasonably and in accordance with applicable law and SPH operational procedures.
15. Privacy and Personal Information
SPH collects, uses, stores and discloses personal information as described in the Sydney Private Hire Privacy Policy and its internal privacy and data-handling controls. Personal information may be used where reasonably necessary to manage bookings, provide services, process payments, communicate with customers, meet safety and legal obligations, and handle complaints or incidents.
16. Consumer Guarantees and Liability
Services supplied to consumers come with rights and guarantees under the Australian Consumer Law that cannot be excluded. SPH does not exclude, restrict or modify any guarantee, right or remedy to the extent doing so would be unlawful.
To the maximum extent permitted by law, SPH is not responsible for indirect or consequential loss that was not reasonably foreseeable or was not caused by a failure by SPH to comply with its legal obligations. Nothing in these terms limits liability where such limitation is prohibited by law.
17. Complaints and Disputes
Customers are encouraged to raise concerns promptly so SPH can investigate and respond. Complaints may be made using the contact details below and will be managed under SPH’s complaints management process.
A complaint involving a safety concern, incident or possible notifiable occurrence will be escalated through the applicable SPH safety and incident-management processes.
18. Changes to These Terms
SPH may update these terms to reflect changes in law, regulation, systems, services or business operations. The version applying to a booking will ordinarily be the version in effect when the booking is accepted, unless a change is required by law or is agreed with the customer.
Material changes to these Terms will be reviewed and controlled through SPH’s internal document-management process.
19. Governing Law
These terms are governed by the laws applicable in New South Wales, Australia. The parties submit to the jurisdiction of courts and tribunals competent to hear the matter, subject to any mandatory consumer-law or jurisdictional rights.
20. Contact Sydney Private Hire
Email: info@sydneyprivatehire.com.au
Phone: 0423 752 637
Website: sydneyprivatehire.com.au
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