1. Introduction

These Terms & Conditions apply to all transport services provided by Christopher Wilkinson trading as CoastConnect (“CoastConnect”, “we”, “our”, “us”). By making a booking or using our services, you agree to be bound by these Terms & Conditions.

CoastConnect provides private passenger transport services across the Central Coast, Lake Macquarie and surrounding areas, including airport transfers, cruise transfers, local rides, senior transport, corporate transfers, FIFO transfers and special event transfers.

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2. Bookings

CoastConnect operates primarily as a pre-booked transport service. Same-day or on-demand bookings may be accepted subject to availability.

Bookings may be made via:

• website enquiry form

• SMS

• email

• Facebook Messenger

• WhatsApp

A booking is not confirmed until CoastConnect has issued confirmation to the customer. Submission of an enquiry does not guarantee availability or confirmation of service.

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3. Service Areas

CoastConnect provides services within the Central Coast, Lake Macquarie and surrounding areas. Travel outside our usual service area may be accepted at our discretion and subject to availability.

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4. Fares and Payment

Payment is required on or before the day of travel, unless otherwise agreed at the time of booking.

Accepted payment methods include:

• bank transfer (preferred)

• cash on the day, if agreed at the time of booking

• online payment methods, subject to a 2.2% merchant fee

All fares quoted are based on the booking details provided by the customer at the time of booking. Additional charges may apply where booking details change, extra waiting time is incurred, or other circumstances arise that affect the service provided.

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5. Cancellations, Credits and Refunds

Cancellation requests must be made as soon as possible.

Refunds will apply as follows:

• More than 7 days’ notice: full refund

• Less than 7 days’ notice: 50% refund

• Less than 48 hours’ notice: no refund

Where less than 48 hours’ notice is provided, CoastConnect may, at its discretion, offer the customer the option to:

• reschedule the booking, or

• hold the booking value in credit for a future booking

Any approved credit or rescheduled booking will be subject to availability and must be used within a reasonable timeframe advised by CoastConnect.

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6. No Shows

If a customer fails to attend the agreed pickup location at the agreed pickup time and does not make contact with CoastConnect, the booking will be treated as a no-show and no refund will be provided.

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7. Waiting Time and Delays

CoastConnect includes up to 30 minutes waiting time from the agreed pickup time, unless otherwise stated.

Where waiting time exceeds 30 minutes, an additional charge of $45 per hour may apply.

Specific delay conditions apply as follows:

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• Flights - Customers must notify CoastConnect as soon as possible if their flight is delayed.  CoastConnect will allow for flight delays where possible. Additional waiting time beyond the included allowance may incur an additional charge of $45 per hour.

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• Cruise Disembarkation - For cruise terminal pickups, CoastConnect allows up to 30 minutes waiting time. Waiting time beyond 30 minutes may incur an additional charge of $45 per hour.

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• Local Pickups - For local pickups, CoastConnect allows up to 30 minutes waiting time. Waiting time beyond 30 minutes may incur an additional charge of $45 per hour.

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If a customer expects to be late, they must notify CoastConnect immediately so that an alternative pickup time may be arranged where possible. Any revised pickup time is subject to driver availability and may incur additional charges.

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8. Passenger Numbers and Luggage

CoastConnect vehicle can carry a maximum of 3 passengers.

Standard luggage allowance is:

• 2 large suitcases

• 2 smaller bags

Customers must advise CoastConnect at the time of booking of passenger numbers and luggage requirements. If luggage exceeds the stated allowance, CoastConnect reserves the right to decline the booking or require alternative arrangements.

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9. Children and Child Restraints

Children may travel only if the customer provides a suitable and legally compliant child restraint or car seat. CoastConnect does not provide child seats unless otherwise agreed in writing.

It is the customer’s responsibility to ensure any child restraint supplied is appropriate, installed correctly, and compliant with applicable legal requirements.

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10. Pets and Assistance Animals

Pets are not permitted in CoastConnect vehicles.

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Recognised assistance animals are permitted; however, customers must advise CoastConnect at the time of booking if an assistance animal will be travelling.

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11. Passenger Conduct

For the safety and comfort of all passengers and the driver, the following are not permitted in CoastConnect vehicles:

• smoking or vaping

• eating or drinking

• intoxicated passengers

• abusive, threatening, unsafe or inappropriate behaviour

CoastConnect reserves the right to refuse or terminate service where a passenger’s behaviour is unsafe, unlawful, abusive, or likely to cause damage, disruption or risk.

In such circumstances, no refund will be payable.

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12. Cleaning and Damage

Passengers are responsible for any damage caused to the vehicle by them or by any person included in their booking.

Where additional cleaning is required, a $95 cleaning fee will apply. Where deeper cleaning, specialist cleaning or repairs are required, additional costs will be charged and advised to the customer.

This includes, but is not limited to:

• spills

• excessive dirt or mess

• bodily fluids

• damage to seats, trims, fixtures or fittings

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13. Senior Transport and Assistance

CoastConnect may provide transport assistance only, including reasonable assistance with entering and exiting the vehicle and carrying small bags where appropriate.

CoastConnect does not provide:

• medical services

• nursing care

• lifting assistance

• personal care

• mobility support beyond ordinary transport assistance

 

Customers and families must ensure the passenger’s needs are suitable for a standard private transport service.

Where a booking is made by a third party on behalf of a passenger, the person making the booking accepts responsibility for ensuring the service is appropriate for that passenger’s needs.

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14. Third-Party Bookings

Bookings may be made by a third party, including a family member, carer or other representative, on behalf of a passenger.

Where this occurs, the person making the booking remains financially responsible for payment of the booking unless otherwise agreed by CoastConnect in writing.

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15. Safety and Compliance

All passengers must:

• wear seatbelts where required by law

• comply with driver directions

• enter and exit the vehicle safely

• ensure personal belongings are securely managed

 

CoastConnect reserves the right to refuse service where carrying a passenger would breach safety requirements, legal obligations, or create unreasonable risk.

Services are subject to:

• road conditions

• traffic conditions

• weather conditions

• vehicle availability

• operational and safety considerations

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16. Delays and Liability

While CoastConnect will make every reasonable effort to provide services on time, we do not guarantee that services will be free from delays caused by factors beyond our reasonable control, including but not limited to:

• traffic congestion

• road closures

• accidents

• weather events

• flight schedule changes

• cruise disembarkation delays

• mechanical issues

• emergencies or safety incidents

 

To the maximum extent permitted by law, CoastConnect is not liable for any loss, damage, cost or inconvenience arising from delays outside our reasonable control, including missed flights, missed cruises, missed appointments, missed connections or other consequential loss.

Customers are responsible for allowing sufficient travel time when making bookings.

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17. Customer Responsibilities

Customers are responsible for:

• providing accurate booking details

• ensuring passenger numbers and luggage details are correct

• advising of any delays or changes as soon as possible

• being ready at the agreed pickup time

• ensuring the service booked is suitable for the passenger’s needs

 

CoastConnect is not responsible for issues arising from incorrect or incomplete information supplied by the customer.

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18. Changes to Bookings

Requested changes to bookings, including pickup time, location or destination, must be made as early as possible and are subject to availability.

Additional charges may apply where changes affect travel time, distance, waiting time or scheduling.

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19. Right to Refuse Service

CoastConnect reserves the right to refuse, cancel or terminate any booking or service where:

• the passenger count exceeds vehicle capacity

• luggage exceeds available space

• a child restraint is required but not supplied

• a passenger is intoxicated, abusive or unsafe

• the trip presents a legal or safety risk

• the customer has provided false or misleading booking information

• payment has not been made as required

 

Where service is refused due to the customer’s breach of these Terms & Conditions, no refund will be payable.

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20. Privacy

Personal information collected for booking and enquiry purposes will be used only for the administration and delivery of CoastConnect services, subject to our Privacy Policy.

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Customers should refer to the CoastConnect Privacy Policy available on our website.

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21. Amendments

CoastConnect may update these Terms & Conditions from time to time. The current version published on the CoastConnect website will apply to all new bookings from the date of publication.

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22. Contact Details

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

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