Welcome to Signature Chauffeured Cars
Change, Cancellation and No-Show Policy
For any changes or late cancellations to reservations in Australia, you will be charged a fee. For sedans, SUVs, limousines and vans $50.00 will be charged if you choose to change or cancel your reservation within the minimum stated time prior to your scheduled pick-up time (24 hours before the pick-up time). If the sum of all charges that would have been incurred for the reservation is less. In this case, a lesser amount will be applied. For hourly reservations for sedans, SUVs, limousines and vans, the change fee or late cancellation fee is equal to the base rate times the hourly minimum*.
If the passenger would fail to cancel or meet the chauffeur at the designated pick-up locations a no-show fee will be applied. This amount is equal to the hourly minimum or base-to-base rate for the confirmed vehicle plus airport fee, fuel surcharge, toll and parking where applicable.
To avoid a change fee, late cancellation fee, or no-show fee, the reservation(s) must be changed or cancelled in accordance with the cancellation policy noted in your email confirmation. You may either call 1300 274 258 or update your reservation at https://www.signaturechauffeurs.com.au/
If for any reason you cannot locate your driver at the time of your service, please call the service provider. Leaving the pick-up location without notifying Signature Chauffeurs will result in a no-show fee. This applies to all reservations where the pickup location is within the local city metropolitan area. The local city metropolitan area is defined as within 75 miles of the city centre. All services outside the local city metropolitan area may be assessed as the actual drive time to and from the pick-up location.
NOTE: All Special Event Change and Cancellation Policies will replace standard Change and Cancellation Policies and are noted in the email confirmation.
Garage-to-Garage Calculations
Garage-to-Garage charges are calculated by applying the applicable hourly rate commencing from the time the chauffeur departs the garage to begin service and continuing through such time the chauffeur concludes service and returns to the garage. The minimum number of billable hours appears in the estimate, however the actual billable hours may exceed the minimum.
Wait Time - Airport Transfer
There is no wait time charges for commercial flights unless the customer chooses to deviate from proceeding to the agreed chauffeur meeting location. In this instance, customers are allowed twenty minutes of wait time after the scheduled pick up time. After the twenty minutes there will be charges equal to the transfer base rate plus the hourly rate distributed in fifteen minute intervals.
Wait Time - Point-to-Point Transfer
Customers are permitted twenty (20) minutes of wait time after the scheduled pickup time. Wait time beyond the twenty (20) minutes will result in charges equal to the transfer base rate plus the hourly charge prorated in fifteen (15) minute intervals.
Extra Stops
For transfer reservations, customers will be charged for extra stops unless this was quoted at the initial booking. If the stop exceeds fifteen (15) minutes, the customer will be charged the transfer base rate plus the hourly rate for the vehicle in fifteen (15) minute increments up to forty-five (45) minutes (rounded up) for the time that the chauffeur waits. If there is more than one stop, or if the one stop lasts more than thirty (30) minutes, then the trip will convert to an hourly rate.
Luggage/baggage Information
Our sedan’s maximum luggage limitations are two (2) normal sized suitcases (check in size for a plane) plus two (2) piece of hand luggage/soft luggage (carry-on for a plane) or one (1) large suitcase plus one (1) set of Golf Clubs and one (1) soft luggage. Customers should consider booking a larger vehicle such as a People Mover with trailer if they have more luggage than a sedan can accommodate. Additional luggage transfer will incur further cost to the client, price on application at the time of booking. No suitcases will be transported inside the passenger area of the vehicle due to transport regulations & safety concerns.
Surface Transportation Charge (STC)
STC is a surcharge based upon various overhead expense items, some of which may not relate to the specific trip. The STC is always calculated as a flat percentage of the base rate.
Incidentals
Incidentals may include, but are not limited to, chauffeur hotel accommodations and meals, greeter fee, parking, port fee, special requests, and tolls.
Estimated Inclusive Quote
Prices that are quoted prior to service are only an estimate of the cost of services reserved. Wait time and/or additional services may change the final price.
Exchange Rate
Any quoted rate is based on the exchange rate in effect at the time of booking. The final bill will be calculated using the exchange rate in effect at the time of billing.
Airport Transfer
The charge for service between a commercial airport or FBO location and a predefined location.
Hourly Charge
The charge for "As-Directed" service when there is an itinerary involved or the chauffeur takes instructions from the customer; typically involves multiple stops.
Point-to-Point Transfer
The charge for predefined transfer from the most frequently travelled routes in a given market, separate and aside from Airport Transfers, as defined above.
Base Rate
The rate charged for basic transportation services before any Gratuity, STC, Fuel Surcharge, Airport Fee, International Arrival Fee, Incidental Charges, and/or Tax is added.
Child Safety Seats
For safety reasons of providing age and weight appropriate equipment. All children under the age of 8 years must be seated in a baby capsule, baby seat or booster seat as determined by Australian Law. There is a standard $10 relocation and fitting fee for baby capsules, baby seat and booster seats per booking.
Safety Belts
It is compulsory that all passengers wear seat belts where fitted for the duration of the time that the vehicle is in motion.
Chauffeur Conduct
We maintain a zero tolerance policy with regard to drug and alcohol use. We are committed to ensuring that our services and workplace remain free from the effects of drugs and alcohol in order to promote the health and safety of all our employees and customers.
If you suspect that a employee or chauffeur is under the influence of drugs or alcohol please report this immediately by calling us on 1300 274 258.
You may reach a customer service representative 24 hours a day, 7 days a week.
Pet and Service Animals
Animals may only be transported in a kennel or soft-sided pet container. In the event damage occurs to the vehicle, caused by the animal, a damage and/or cleaning fee may be charged.
For passengers with disabilities traveling with a service animal, the animal does not require being transported in a kennel or soft-sided pet container.
Accessibility
Any hearing-impaired person, totally or partially blind person, or physically disabled person riding in any vehicle is permitted to be accompanied by a service animal, without being required to pay an extra charge for the service animal.
Lost or Misplaced Items
Signature Chauffeurs is not liable for any lost or misplaced personal property or any other items.
Non-discrimination Policy
Signature Chauffeurs provides transportation based solely upon vehicle and chauffeur availability, without regard to race, sex, color, national origin, sexual orientation, religion, gender identification, disability, age or geographic departure point or destination.