These Terms & Conditions apply to transport services booked with CoastConnect.  By confirming a booking, you agree to these terms.  

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For questions, contact info@coastconnect.com.au

 

1. Quotes & Bookings

All CoastConnect services are pre-booked and subject to availability.

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Quotes are valid for 14 days from the date of issue, unless otherwise stated.  A quote does not reserve a vehicle or guarantee availability until CoastConnect confirm the booking. Quotes are based on the information provided at the time of enquiry, including your travel date, pickup and destination, passenger numbers, luggage and any additional requirements. 

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2. Fixed Fares, Routes & Tolls

CoastConnect generally provides a fixed upfront fare for your confirmed journey.  You quoited fare includes expected tolls and standard rideshare or pickup fees associated with the planned journey, unless otherwise stated. 

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We plan journeys with consideration for travel time, traffic conditions, road suitability, reliability and passenger comfort.  Routes may change because of traffic, road closures, weather, safety or other circumstances. Additional charges may apply for requested additional stops, destination changes, extended waiting, additional parking, Meet & Greet services or other services not included in your confirmed booking. 

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3. Payment

No deposit is generally required when you book.  Full payment is due 3 days before your scheduled booking date, unless another payment arrangement has been agreed with CoastConnect.  Bookings made within 3 days of travel require payment in full when confirmed.  If payment is not received by the due date, CoastConnect may automatically cancel the booking and release the vehicle and driver allocation.  Where cash payment has been agreed in advance, the agreed payment arrangements will apply. 

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4. Cancellations, Rescheduling & Credits

We understand that travel plans change.  If an unpaid booking is cancelled before the payment is due, no cancellation fee applies.  The booking will be released and we cannot guarantee that the same date or time will remain available if you later decide to rebook.  

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If your booking has been paid in full and you contact CoastConnect to cancel, we will offer either:

• one free reschedule, subject to availability; or

• a CoastConnect travel credit for 12 months from the cancellation date. 

Any difference in fare for the replacement journey must be made in full by the customer.  

Travel credits are non-refundable, cannot be redeemed for cash and are non-transferable unless agreed by CoastConnect.  Travel must be completed within 12-month credit period.  Any unused credit is forfeited once it expires.  Same-day rescheduling is subject to CoastConnect approval.  A free reschedule may not be available where the driver has already commenced travel to your pickup location or CoastConnect has incurred material costs in providing the service. 

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5. Waiting Time

For residential, hotel and other non-airport pickups, the first 15 mins after the confirmed pickup time are complimentary.  Additional waiting is charged at $30 per 30 minutes or part thereof, subject to driver availability.  

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6. Airport Transfers & Flight Monitoring

Where valid flight details are provided, CoastConnect will make reasonable efforts to monitor your incoming flight or cruise and adjust collection planning for early or delayed arrivals. Please provide the correct flight number or cruise name and a mobile number that will be accessible after arrival.  If you are delayed by baggage collection, immigration, customs or other airport processing, please keep your driver updated.  There is no automatic waiting charge simply because your airport processing takes longer than expected, provided you remain in reasonable contact and the vehicle has not been positioned for collection.  

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Once you advise your driver that you have collected your luggage and are making your way to the agreed collection point, your 5-minute complimentary collection period begins.  After 15 minutes, additional waiting is charged at $30 per 30 minutes or part thereof, plus any additional parking or pickup fees incurred because of the delay.  Standard rideshare or pickup fees already included in your confirmed fare remain included.  Extended airport delays remain subject to driver availability.  

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7. No-Shows

A passenger may be considered a no-show where they fail to attend the agreed pickup location, make no contact and do not respond to reasonable attempts by CoastConnect or the driver to contact them.  For a genuine no-show, the full amount paid will be retained and no refund, travel credit or reschedule will ordinarily apply, subject to Australian Consumer Law.  Where cash payment was agreed, CoastConnect may invoice the confirmed booking amount.  

Airport passengers who maintain reasonable contact will not be considered a no-show simply because baggage, customs, immigration or other airport processing is delayed.  

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8. Passenger, Luggage & Accessibility

Passenger and luggage capacity depends on the vehicle allocated to your booking.  All passengers, including infants and children, must be included when booking.  Please accurately advise us of your luggage and any oversized items, including mobility aids, prams, golf clubs or sporting equipment.  Items may be refused where they cannot be carried safely.  Please tell us about any mobility or accessibility requirements before booking so we can confirm whether our service and available vehicle are suitable.  CoastConnect vehicles are not wheelchair-accessible unless expressly confirmed.  we do not provide lifting, personal care or clinical assistance unless a specific assistance service has been agreed in advance.  

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9. Children & Child Restraints

Please advise us of the age of any infants or children travelling when booking.  Any required or requested child restraint must be arranged and confirmed before travel.  CoastConnect may refuse to commence a journey where carrying a child would breach applicable road-safety requirements.  

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10. Passenger Conduct & Vehicle Care

Passengers must wear seatbelts where required and follow reasonable safety instructions from the driver.  Smoking, vaping and consumption of alcohol are not permitted in CoastConnect vehicles.  Illegal substances, threatening or abusive behaviour, violence or other unsafe conduct will not be tolerated.  A driver may refuse or terminate a journey where passenger behaviour creates a safety risk, is unlawful or risks damage to the vehicle.  Customers are responsible for reasonable actual cleaning or repair costs arising from damage or excessive soiling caused by passengers in their booking.  Where damage or cleaning genuinely prevents the vehicle from operating, reasonable documented loss-of-use costs may also apply.

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11. Delays & Circumstances Outside Our Control

CoastConnect carefully plans each journey but cannot guarantee an exact arrival time where circumstances outside our reasonable control affect travel.  These may include significant traffic incidents, road closures, extreme weather, emergency activity, vehicle breakdown issues, airport disruption or major event traffic.  Customers are responsible for allowing appropriate time for flight check-in, cruise embarkation, appointments and other time-sensitive commitments.  We will take reasonable steps to minimise disruption and keep you informed where practicable.  

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12. Driver, Vehicle & Provider Changes

CoastConnect may substitute the allocated driver or vehicle where reasonably necessary because of breakdown, maintenance, illness, availability or operational requirements.  Any replacement vehicle will be suitable for the confirmed passenger and luggage requirements.  CoastConnect may also use an appropriately authorised and insured third-party driver or transport provider to fulfil a booking where required.  

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13. Cancellation by CoastConnect

If CoastConnect cannot provide a confirmed service, we will notify you as soon as reasonably practicable and make reasonable efforts to arrange a suitable alternative.  If CoastConnect cancels your service and no suitable alternative is available or accepted, amounts paid for the affected service will be refunded.  

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14. Events, Weddings & Event Express

Event and wedding bookings may involve multiple pickups, scheduled return journeys, waiting periods, venue restrictions and road closures.  Your confirmed itinerary forms part of your booking.  Significant changes, additional stop or extended waiting are subject to availability and may incur additional charges.  

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Event Express is a scheduled shared transport service.  Event-specific routes, meeting points, departure arrangements and booking conditions displayed for the relevant service also form part of your booking.  Event Express passengers must arrive at the designated meeting point by the communicated departure time.  We cannot ordinarily delay departure where doing do would unreasonably affect other passengers.  

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15. Personal Belongings & Privacy

Passengers are responsible for their personal belongings.  We will take reasonable care but cannot guarantee recovery of items left in a vehicle.  Reasonable costs may apply if an item needs to be delivered or posted.  Personal information required to quote, book and provide your transport is handled in accordance with the CoastConnect Privacy Policy.  

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16. Australian Consumer Law

Nothing in these Terms & Conditions exclude, restrict or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law or other applicable law that cannot lawfully be excluded, restricted or modified. 

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17. Questions or Concerns

If you have a question about your booking or are unhappy with a CoastConnect service, please contact us as soon as reasonably passible so we can investigate and work with you to resolve the matter.  

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18. Contact Details

Christopher Wilkinson T/A CoastConnect
Phone: 0422 755 540
Email: info@coastconnect.com.au

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