Terms & Conditions

Version 2026-10-v1.3, updated 21 October 2026.

About these terms

These terms apply to every quote and booking with NAIR Chauffeurs (ABN 22433268178), a private chauffeur service in Melbourne and Geelong ("we", "us"). By asking for a quote, or by accepting a quote, you agree to these terms.

Quotes and bookings

When you ask for a quote, we review your trip and email you a quote. A quote is our offer for the trip described in it, at the price shown, and it is valid for 14 days unless it says otherwise. A request is not a booking, and you can withdraw a request at no cost.

Your booking is confirmed when you accept the quote, either by pressing Accept quote in our email or by telling us you accept. We then send you a booking confirmation.

We may decline a request if we are not available or cannot do the trip. We will provide the vehicle class in your quote. If that vehicle is not available on the day, we will provide an equivalent one.

Price and payment

Prices are in Australian dollars and include GST. Your quote is the total you pay for the trip as described in it, including tolls and the standard airport pickup charges, unless the quote says otherwise.

If the trip changes, such as the pickup or drop-off, the time, extra stops or a different route, the price may change. We will tell you the new price before we go ahead.

You can pay by bank transfer, by card (tap or online) or in cash. Payment is due on or before the day of your trip unless we have agreed otherwise with you. Paying by card does not cost more than the quoted price: any card processing fee is already included in it.

We email you a tax invoice once your payment is recorded. Card payments are processed securely by our payment providers, Square, Tyro, Zeller and ANZ Worldline. We never collect or store your card details ourselves.

Changing a booking

To change a booking, email bookings@n4ir.com, call or message us, and quote your booking reference. Tell us as early as you can. We will make the change if we are available, and tell you if the price changes.

Cancellation and refunds

• Cancel 24 hours or more before pickup: no cancellation fee, and a full refund of any amount paid.
• Cancel between 2 and 24 hours before pickup: a cancellation fee of 50% of the fare. We refund the rest of anything you have paid, or invoice the fee if you have not paid.
• Cancel less than 2 hours before pickup, or a no-show: a cancellation fee of the full fare. There is no refund, or we invoice the fare if you have not paid.

These fees reflect the cost to us of keeping a vehicle and chauffeur free for your trip. To cancel a booking, email bookings@n4ir.com, call or message us, and quote your booking reference. We refund to the way you paid.

If we have to cancel your booking, you receive a full refund of anything you have paid.

Pickup, waiting and delays

Please give us accurate details, including a flight number for airport trips, and be ready at the pickup point at the agreed time. Tell us as early as you can if your plans change.

We allow a reasonable waiting time at pickup. If a long wait is needed, we will agree any extra charge with you before it applies. If your flight changes, tell us and we will adjust your pickup where we can.

Your trip

• Everyone in the vehicle must wear a seatbelt.
• No smoking, vaping or illegal drugs in the vehicle.
• Your chauffeur may refuse or end a trip if anyone is behaving in a way that is unsafe or abusive, and no refund is due in that case.
• You are responsible for the reasonable cost of cleaning or repairing damage caused by you or your guests.

Passengers, luggage, children and animals

Tell us how many passengers and bags are travelling, so that we send a suitable vehicle. If this changes, let us know before the trip.

Children must travel in an approved child restraint, as Victorian law requires. Tell us the children's ages when you request your quote, and we will provide the right restraint on request. Any charge is shown in your quote.

Assistance animals are always welcome. Please ask us before bringing any other animal.

If you leave something in the vehicle, tell us as soon as you can. We will keep what we find and arrange to return it, and you pay any delivery cost.

Accreditation and insurance

NAIR Chauffeurs is an accredited commercial passenger vehicle operator in Victoria, and trips are driven by accredited chauffeurs. Our vehicles carry the insurance required for commercial passenger transport, and we hold public liability insurance.

This insurance does not replace your own travel insurance, which we recommend for any trip connected to a flight or tour.

Liability and your consumer rights

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in these terms limits your rights under that law.

Subject to those rights, and to the extent the law allows, we are not liable for delays or losses caused by circumstances outside our reasonable control, including traffic, weather, road closures or events, or for indirect losses such as a missed flight or meeting. If we cannot provide your trip because of such circumstances, you receive a full refund of anything you have paid. Our liability for a service that fails to meet a guarantee is limited, where the law allows, to supplying the service again or refunding its price.

Please keep your personal belongings with you. We take reasonable care but are not responsible for items left in the vehicle.

Your information

We use the details you give us to provide your quote, booking and invoice, and we share the trip details your chauffeur needs, such as your name, phone number and pickup address, with the chauffeur assigned to your trip. We send you emails and messages about your quote and trip. When you agree to these terms we also record the time, the version of the terms and technical details such as your IP address and device, as evidence of your agreement. See our Privacy Policy for more.

Complaints

If something was not right, tell us at bookings@n4ir.com or on +61 420 744 904. We aim to reply within 2 business days and will work with you to put it right.

Changes to these terms

We may update these terms from time to time. The terms that apply to your quote and booking are the version you agreed to, and a new version applies only to quotes and bookings you agree to after it is published.

Governing law

These terms are governed by the laws of Victoria, Australia, and the courts of Victoria have jurisdiction.