Booking Terms and Conditions

01Bookings

• 1.1 Quotes. Based on the details supplied at enquiry; valid 14 days; subject to change if requirements change. A quote does not reserve a vehicle.
• 1.2 Tentative bookings. Held for three business days, then released unless the deposit is paid.
• 1.3 Confirmation. Requires written acceptance plus the deposit. Verbal confirmation is not binding on us.
• 1.4 Fare inclusions. Depot to depot, including GST, fuel, insurance, distance and an authorised driver.
• 1.5 Positioning time. Hourly bookings in the Sydney metro area include a minimum of two extra hours for travel to and from the job, which may be longer depending on time of day, traffic and the number of stops.
• 1.6 Pricing basis. By vehicle, not by Passenger. A 12-seater is the same price with 2 or 12 aboard, and fares are not reduced after confirmation if fewer travel. Weekend and public holiday penalty rates apply.
• 1.7 Your information. Accurate addresses, contacts and a complete itinerary must be supplied before the service date.
• 1.8 Right to decline. We may decline any booking without giving reasons.

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02Payments

• 2.1 The deposit secures the vehicle and driver and applies unless otherwise agreed in writing.
• 2.2 An unpaid balance inside seven days may lead to cancellation without notice, with cancellation fees applied. Non-payment cancellation counts as a non-cancelled service: 100% payable.
• 2.3 Bond. May be required, for example for late-night services, large groups, higher-risk events and school or youth groups. You authorise us to retain it or debit your nominated card for overtime, waiting, cancellation fees, damage, cleaning, fines, parking, tolls or other costs arising from the booking.
• 2.4 Overdue accounts. 10% interest per annum from the due date, plus reasonable debt recovery costs, including legal and agency fees, whatever the outcome.

• 2.5 Card payments: Square’s Payment Processing Fee of 2.25% of the card amount. Not a credit card surcharge; Square’s admin fee for processing the transaction. Itemised on the tax invoice.
• 2.6 Online payment requires your Booking ID. Bank transfers must quote the Invoice Number and Booking ID; account details are on the invoice.
• 2.7 No cash (drivers carry none) and no cheques. Receipts are emailed. A card authorisation form is available on request.

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03Cancellations

• 3.1 How. By email to sydneycoachlines@gmail.com, effective once we acknowledge it in writing. Verbal notice and non-payment are not cancellations.
• 3.2 Non-cancelled service. A booking not cancelled in writing, or a service not used after the vehicle leaves the depot. Charged at 100%.

• 3.3 No refund where a service is terminated for misconduct, breach of these conditions, alcohol, or a safety risk created by your instructions.
• 3.4 If we cannot operate because of mechanical failure or events beyond our reasonable control, we will seek an equivalent vehicle; otherwise we refund the portion not operated. No liability for consequential loss, missed events or third-party costs.
• 3.5 Daily school and other contracted services follow their contract, or this scale if there is none. School excursions follow clause 15.

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04Date changes and amendments

Date changes

4.1 We do not provide credits, deferrals or postponements. A new date is a cancellation and a new booking, because it means releasing the original allocation, re-checking fleet availability, re-rating for weekends, holidays, after-hours or peak periods, and issuing a new reference, invoice and roster. A new date is never guaranteed and is not held until its deposit is paid.

4.2 If the new date is unavailable you may (A) cancel under clause 3, counted from the original date; (B) keep the original date at no cost; or (C) keep the booking and wait. Under option C we have no duty to notify you if space opens, and the cancellation scale keeps running: three days out the fee is 80%, under 48 hours it is 100%.

Amendments

4.3 Changes must be requested in writing and depend on availability. After the Booking Confirmation is issued, an administration fee applies on top of any rate difference.

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05Rates, loadings and overtime

5.1 Pricing reflects vehicle size and type, pickup location, route distance and depot travel, time and day, total hours, service type, and overnight or interstate requirements.

5.2 Pass-through charges where incurred: Class B tolls at cost; paid parking (Sydney Airport, Central Station, Sydney Olympic Park, venues and elsewhere); national park and venue entry; overtime; post-confirmation vehicle changes and extra Passengers; cleaning and damage (clause 19); amendment fees; overnight driver accommodation and meals (clause 14); and fines from illegal stopping points you nominate.

Out of standard operations (OOSO) and holidays

• 5.3 Loadings apply to the affected portion of the service. Any service commencing between 10:00 PM and 6:00 AM carries a minimum OOSO charge regardless of duration.
• 5.4 Holidays include New Year’s Day, Australia Day, Good Friday, Easter Saturday, Easter Monday, ANZAC Day, King’s Birthday, Bank Holiday, Labour Day, Christmas Day and Boxing Day. ANZAC Day falls on 25 April (Public Holidays Act 2010 (NSW)); if a substitute Monday is declared, both days attract the surcharge. You are responsible for checking.

Overtime

• 5.5 15 minutes’ grace after the scheduled finish, then overtime in minimum one-hour increments at the vehicle’s hourly rate, plus any OOSO loading.
• 5.6 Applies whatever the cause: event overruns, late venue access, slow boarding, added stops or extra pauses.
• 5.7 Not charged for the portion caused solely by traffic not reasonably foreseeable at booking. Sydney peak-hour congestion is foreseeable and does not qualify. Flight delays: clause 13.

Schedules

5.8 Times are estimates. We are not liable for delays from traffic, closures, accidents, weather, mandatory rest, compliance or other causes beyond our reasonable control, or for resulting losses. Consider travel or event insurance and allow: 3.5 hours at the airport for international departures; 2.5 hours for domestic; 30 minutes before events; an extra 30 to 90 minutes between 7:00 and 9:30 AM or 4:00 and 7:00 PM; and extra time on long trips, as coaches are limited to 100 km/h under NSW law.

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06Vehicle allocation

• 6.1 The fare buys safe, legal seating for your confirmed numbers, not a specific make, model, livery or layout. We allocate accredited vehicles by availability and fleet scheduling; a particular vehicle is guaranteed only if agreed in writing.
• 6.2 We may substitute a vehicle of at least equal capacity for mechanical or operational reasons. Large groups may travel in more than one vehicle. All booked, paid Passengers will be seated safely and legally under NSW regulations.
• 6.3 Your confirmed number is treated as the total travelling. Notify increases immediately. Excess Passengers on the day may not be carried, short-notice vehicles may cost more and are not guaranteed, no vehicle exceeds its legal capacity, and we are not liable where people cannot travel because numbers were understated.
• 6.4 We operate with our own vehicles and drivers. In exceptional cases (breakdown, sudden driver unavailability, events beyond our control) we may engage a Transport for NSW accredited operator for all or part of a booking, under these conditions, with notice to you as soon as practicable. We remain responsible, and this is not a breach.
• 6.5 No signage on vehicles without written approval. No public screening of copyright material without a valid licence (clause 23).

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07Luggage

• 7.1 Vehicles are bound by Gross Vehicle Mass, axle and luggage bay limits under the Heavy Vehicle National Law and the Heavy Vehicle (Mass, Dimension and Loading) National Regulation, and may be weighed at roadside stations. We will not knowingly run overloaded.
• 7.2 Undeclared or excess luggage may cause delay, refusal of the excess, or a larger vehicle, trailer, second vehicle, luggage van or courier at your cost, subject to availability.
• 7.3 Drivers may refuse items that are unsafe to lift, dangerous, poorly packed, likely to cause injury or damage, likely to be damaged, or bulk perishables. Refused items remain your responsibility.
• 7.4 Property travels at the owner’s risk. To the extent the Australian Consumer Law allows, we are liable only for loss or damage caused by our negligence, and not for delays, extra transport or penalties from inaccurate declarations.
• 7.5 On board, all bags go under seats or in racks. Aisles, stairwells and exits stay clear.

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08Accessibility

8.1 We welcome Passengers with disability and aim to provide safe, dignified transport consistent with the Disability Discrimination Act 1992 (Cth) and the Disability Standards for Accessible Public Transport 2002 (Cth).

• 8.2 At booking, tell us how many Passengers need assistance, whether each can transfer to a standard seat, the boarding help needed, and each aid’s dimensions and weight (20 kg handling limit applies). Motorised scooters need written approval.
• 8.3 Trained assistance animals are welcome under the Disability Discrimination Act; please advise at booking.
• 8.4 If our website is a barrier, email us and we will take your quote or booking manually, offer alternative formats where reasonably practicable, and respond to accessibility feedback within five business days.

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09Child restraints

9.1 The law. A bus is a vehicle with 13 or more seats including the driver’s. Under Rule 266 of the Road Rules 2014 (NSW) buses are exempt from the duty to restrain passengers under 16, and Rule 267 provides further seatbelt exemptions, so children on accredited buses are not legally required to use a restraint, booster or belt. Vehicles of 12 seats or fewer are covered by point to point transport laws, where full child restraint rules apply. Passengers aged 16 and over must wear a fitted belt (Rule 265). This is general information, not legal advice.

9.2 Our rule. All our vehicles have seatbelts, and every Passenger, including every child, must wear one.

• 9.3 One person per belt; never belt a child on your lap.
• 9.4 Seat children as far from the front as practicable.
• 9.5 Prams must be folded, wheel-locked and stowed; on charter vehicles they are not a restraint.
• 9.6 Buses have no ISOFIX or standard child restraint anchorages. Drivers help secure portable boosters as far as the vehicle allows, and boosters can usually stay aboard for the return.
• 9.7 Advise us at booking if infants or young children will travel. Supervision of children and their belts rests with you and accompanying adults.

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10Unsealed roads

10.1 We operate on sealed, formed roads only. Excluded surfaces include gravel, dirt and sand roads, fire trails, rural or agricultural tracks, construction and temporary roads, and anything not sealed with bitumen or asphalt.

10.2 The reasons: reduced traction, longer braking and instability for tall coaches; bogging; dust affecting visibility, engines and filters; stone, suspension and vegetation damage; insurance limits or exclusions; and a lack of turning room, safe passenger zones and emergency access.

• 10.3 Tell us in advance if any location is reached only by unsealed road, so we can agree a sealed meeting point or you can arrange other transport for the final stretch.
• 10.4 A driver who finds only unsealed access may load or unload at the nearest safe sealed point. We may decline, amend or re-route where conditions are unsafe.
• 10.5 Every location must allow a bus to enter, turn and stop legally. Disclose height and weight limits, narrow streets and overhanging trees. Fines from a stopping point you nominate are charged to you.

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11Pre-service checklist

11.1 Use this list after your confirmation arrives. Anything you cannot tick needs attention before the day.

Booking admin

• Confirmation and tax invoice received; date, price and GST correct.
• Booking ID, Reference and Invoice Number recorded; invoice sent to accounts.
• Paid or purchase order raised at least seven days before service; transfers reference Invoice Number and Booking ID.
• Itinerary, times, route and Passenger numbers verified.

Pickup and access

• A legal, safe coach stopping point at each pickup (not a clearway, no stopping zone, narrow lane or driveway).
• Written driver instructions sent: address, access codes, boom gates, height and time limits, permits.
• One assembly point for restricted areas such as the CBD, event precincts, school zones and terminal forecourts.
• Paid destination parking arranged; Live Traffic NSW checked for your date.

People

• Group contact appointed, present throughout and reachable on a mobile; briefed to answer the driver and to call only once everyone is ready.
• Oversized luggage, mobility aids, medical equipment and access needs declared; boosters organised; medical information with the group contact.
• Group briefed: belts on, stay seated, water only, no alcohol, no smoking or vaping, aisles clear, cleaning fees apply.

On the day

• Assembled before departure; belts confirmed; headcount every leg (teacher sign-off for schools); back on time; final check of seats, racks and bays for belongings.

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12Airport transfers

12.1 We collect at Sydney Airport T1 (international) and T2 and T3 (domestic). Your confirmation states the meeting point and your group contact’s mobile; the driver meets the group there once all Passengers are through.

• 12.2 Sydney Airport commercial parking is charged by vehicle class and duration, reviewed each 1 July, excluded from the fare and passed on at cost.
• 12.3 Terminal delays unrelated to the flight (customs, baggage) attract standard waiting time once the allowance expires.
• 12.4 Multi-flight groups: the driver arrives about 20 minutes after the last scheduled landing; earlier arrivals wait in the terminal. You must appoint one dedicated flight monitor, on duty and reachable throughout, to track all flights and update us.
• 12.5 You brief Passengers on pickup procedure, waiting and contingencies; we do not contact individuals. Departure buffers: clause 5.8.

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13Flight delays

• 13.1 We monitor arrivals for confirmed pickups. A documented delay to the arriving flight within the included allowances incurs no overtime or waiting charge. Please also monitor flights and update us early.
• 13.2 Past the allowance, contact us immediately to confirm whether the driver can stay. Waiting or overtime applies from that point, agreed before it is incurred.
• 13.3 More than 60 minutes beyond the allowance, you must elect to (a) keep the driver at the agreed rate, (b) release the vehicle and rebook, or (c) request a rescheduled pickup, subject to availability and driver hours.
• 13.4 We may be unable to hold a vehicle needed for later work; we will tell you early and you must arrange alternatives. A delay reaching a driver’s mandatory rest may end the service. Short-notice additional vehicles are charged at standard rates and not guaranteed.
• 13.5 Keep a contingency plan for large or time-critical groups: alternative operators, a hold-or-release decision rule, a plan to move part of a split group, and a flight monitor with authority to decide. Optional at booking: a delay protection package (flat fee for waiting up to an agreed maximum) and a priority dispatch guarantee (vehicle within an agreed time, substitute if needed).
• 13.6 We are not liable for consequential costs of flight delays, such as connections or accommodation.

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14Extended charters

14.1 Applies to services beyond one operating day or with an overnight stay: tours, interstate trips, camps and retreats.

• 14.2 The meal allowance lets drivers meet their own dietary, health, religious and cultural needs (such as halal, kosher or vegetarian) and take genuine meal breaks within their rest schedule.
• 14.3 Accommodation and meals are charged on top of the base rate. Itineraries must allow for all rest required by the Heavy Vehicle National Law; we may amend any that cannot be performed lawfully. Additional drivers, standby, waiting and repositioning may be charged.
• 14.4 If standards are not met, we may arrange compliant alternatives at your cost, delay or suspend the service, or decline to continue where safety or compliance is at risk.

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15School excursions

15.1 This clause governs excursion, sport, camp and event charters for public and private schools. It is read with the other clauses and overrides them where inconsistent.

• 15.2 Booking. A Booking ID from our system is required for confirmation. Confirmation and tax invoice are emailed to the school or its representative. Fares follow the itinerary, times, locations and numbers supplied and may be revised if these change.
• 15.3 Changes. In writing at least 72 hours before service, subject to availability; cost increases are re-quoted; later requests are at our discretion.

• 15.4 Cancellation. By email, effective on written acknowledgement. Fees apply to the full confirmed cost. Approved refunds have a $100 inc. GST admin fee deducted, with the balance returned to the original payment method within 10 business days.
• 15.5 Overtime. From the moment booked time is exceeded, in 20-minute blocks of $55.00 ($165.00 per hour) inc. GST, invoiced after the service and accepted by the school. Allow at least a 15-minute buffer and adequate loading time.
• 15.6 Payment. As stated on the invoice; AUD inc. GST; credit card, purchase order, EFT or NSW Government P-Card.
• 15.7 Conduct. The school briefs students and staff: no smoking, alcohol or illegal substances; no food or hot drinks (bottled water only); seated and belted; follow driver directions. Unsafe conduct may lead to refusal or termination, with costs payable by the school.
• 15.8 Supervision. A teacher or authorised staff member must be present for boarding, the journey and disembarkation; the school retains primary duty of care. The school confirms accurate numbers, advises special needs, medical, mobility and other risks before travel, and ensures safe, lawful bus access at each location.

Biohazard and cleaning

15.9 Vomit is a recognised health hazard under the Work Health and Safety Act 2011 (NSW). Norovirus, the most common cause of gastro outbreaks in NSW schools, infects with as few as 10 to 20 particles, becomes airborne during vomiting, can circulate through air-conditioning and survives on fabric for up to 60 days. Decontamination needs protective equipment, a biohazard spill kit, an air-conditioning flush, seat treatment or replacement, and the vehicle off the road for hours or a full day.

• 15.10 Liability. We are not responsible for disruption from severe weather, road closures, incidents or mechanical failure. The school, organiser and responsible adult are liable for student damage. To the extent the law allows, our liability is capped at the charter fee and excludes consequential loss; belongings travel at owner’s risk. Neither party is liable for force majeure, including disasters, declared public health emergencies, government restrictions, industrial action or major transport disruption. NSW law applies. Booking confirms acceptance of this clause and the general conditions.

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16Commentary

• 16.1 Drivers do not provide live commentary while driving. They give only operational information: safety briefings, timings and logistics.
• 16.2 Narration while driving divides attention and slows reactions. Work health and safety law requires that foreseeable risk to be removed, the Heavy Vehicle National Law demands safe driving, and Chain of Responsibility can make a requesting Hirer share liability.
• 16.3 For commentary, engage a professional tour guide (recommended, and possibly required, for sightseeing, multi-stop tours, educational excursions and VIP work), or use a pre-recorded audio system or a group leader you appoint. Confirm arrangements with us before the service date.

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17Dining

• 17.1 We do not recommend, choose, endorse or book restaurants or cafés, and we accept no commissions or referral benefits. Dining is arranged by you.
• 17.2 Venues are independent; we cannot control food quality, hygiene, allergens, prices, capacity or service times, and venue delays can affect regulated driver hours and other bookings.
• 17.3 You select and book, confirm time and numbers, advise arrival, manage dietary needs and confirm coach access and parking. Drivers do not liaise with venues or handle menus or payments, except a basic arrival notice on request.
• 17.4 Any general precinct or coach parking suggestion we offer is non-binding, not an endorsement and relied on at your risk. To the extent the law allows, we accept no liability for dining outcomes. Obtain written venue confirmations and build buffer time into your plans.

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18Onboard safety

18.1 You are responsible for Passenger conduct throughout the service, including boarding and alighting, and must brief your group on these rules.

18.2 Eating and drinking on buses is banned under the Passenger Transport (General) Regulation 2017 (NSW), with fines up to $550, and also creates choking, burn, allergen and cleaning risks. All rubbish must be taken off the vehicle.

18.3 Prohibited items: alcohol; smoking or vaping devices; glass containers; fuel containers or generators; spiked or cleated shoes; illegal or non-prescription drugs (lawful over-the-counter medicine excepted); dangerous goods; bulk perishables; balloons or decorations without written approval.

18.4 Refusal and removal. The driver may refuse boarding, remove a Passenger or end the service where a Passenger appears impaired by alcohol or drugs and poses a risk; behaves disruptively, abusively or unlawfully; smokes or vapes on or near the vehicle; consumes alcohol or prohibited food or drink; shows infectious illness symptoms, including active vomiting or a condition notifiable under the Public Health Act 2010 (NSW); ignores a safety direction; has a recorded prior breach; or fails the dress standard. Misuse of safety equipment may also lead to legal action. No refund applies, we do not cover alternative transport, and you remain liable for the full booking if the service ends.

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19Cleaning and damage

19.1 We recommend sickness bags for every Passenger on school trips, tours with young travellers and for anyone prone to motion sickness. A bag used and disposed of without contaminating the vehicle incurs no charge. Contamination requires biohazard decontamination under the Work Health and Safety Act 2011 (NSW).

• 19.2 We may also claim reasonable compensation for loss of use if decontamination prevents a later booking.
• 19.3 You pay to repair damage caused by Passengers, such as broken seats or fittings, graffiti, torn upholstery, broken glass and luggage hold damage, in addition to cleaning fees. A written assessment follows the service. You are not liable for damage caused solely by our driver or staff.

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20Driver hours

20.1 The driver has full authority over the vehicle and safety and may vary the route or itinerary where safety or law requires; no Hirer instruction overrides this. Drivers hold a current NSW Driver Authority and the correct heavy vehicle licence and work under Heavy Vehicle National Law fatigue rules, which cannot be varied.

• 20.2 Work includes inspections, cleaning, refuelling, assisting Passengers, luggage handling and paperwork. Breaks are continuous, duty-free and never skipped, reduced or delayed.
• 20.3 Provide realistic itineraries allowing for traffic and rest; disclose all stops, waits and route changes; never request extensions beyond legal limits, impose unrealistic schedules or pressure drivers. Under Chain of Responsibility, Hirers share legal accountability and may face personal liability.
• 20.4 We may amend itineraries, adjust times, add second or relief drivers, or refuse bookings that cannot lawfully be done. Legally required extra drivers, accommodation or schedule changes are mandatory and charged to you, notified in advance where practicable. No liability for compliance-related delays, including roadside inspections.
• 20.5 School drivers hold a current Working With Children Check from the NSW Office of the Children’s Guardian under the Child Protection (Working with Children) Act 2012 (NSW).

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21Safety standards

• 21.1 All vehicles are accredited under the NSW Bus Operator Accreditation Scheme and maintained to Transport for NSW requirements, with scheduled servicing and inspections.
• 21.2 Drivers carry out vehicle safety checks as part of each duty, and vehicles may be inspected at the roadside by the National Heavy Vehicle Regulator.
• 21.3 Every vehicle is air-conditioned with seatbelts in all seating positions. Every driver is authorised by Transport for NSW and licensed for the vehicle class.
• 21.4 Where schedules or requests conflict with safety or law, safety and law prevail.

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22Liability and law

• 22.1 Consumer guarantees. Our services carry non-excludable Australian Consumer Law guarantees, including due care and skill, fitness for purpose and supply within a reasonable time.
• 22.2 Cap. To the maximum extent permitted by law, we are not liable for indirect, incidental, special or consequential loss (including lost profit or missed events or flights), and our total liability for any service, including for personal injury or death, is capped at the charter fee paid for that service date.
• 22.3 Passenger compliance. Passengers must wear fitted belts, stay seated, follow safety directions and obey the law; supervision of children and their restraints rests with you and accompanying adults. To the extent the law allows, we are not liable to the extent injury, loss or damage results from non-compliance. This adds to clause 22.2.
• 22.4 Force majeure and third parties. No liability for delay or failure from events beyond our reasonable control (natural disasters, pandemics, industrial disputes, regulatory change, major transport interruption, acts of God), or for acts of venues, car parks, accommodation, ferries or other third parties, whose terms apply to you.
• 22.5 Price adjustments. Permitted for material fuel cost rises, legal or regulatory changes that materially affect costs, or booking discrepancies that increase operating costs.
• 22.6 Complaints. In writing to sydneycoachlines@gmail.com within 14 days of the service, recorded and handled under NSW passenger transport legislation and our complaints procedure.
• 22.7 Governing law. New South Wales; you submit to the exclusive jurisdiction of its courts.
• 22.8 Entire agreement. These conditions replace all prior agreements, representations and understandings. We may amend them without notice; the version on this page applies from posting.

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23Privacy and copyright

• 23.1 Privacy. We collect only information needed to quote, book, operate and invoice services (names, contacts, addresses, flight details and any access or medical needs you share), use it for those purposes and legal obligations, disclose it only to those delivering the service, never sell it, and manage it under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Email us to access or correct it.
• 23.2 Website copyright. All content on this site, including text, policies, these conditions, images, logos and design, belongs to Sydney Coachlines and is protected by the Copyright Act 1968 (Cth). You may keep one unmodified copy of a page for personal, non-commercial use; fair dealing for research, study, criticism or review is permitted within the Act. Copying, adapting, republishing, selling, creating paraphrased or derivative versions for commercial use, and scraping by bots, crawlers or AI tools are prohibited without written consent, and we may block and pursue anyone who does so.
• 23.3 Onboard media. Playing music or film to a group on a charter is a public performance. Music needs licences for both the work and the recording (available together through OneMusic Australia), and film needs a separate public performance licence. You are responsible for licensing, whatever the source. Without proof on request, the driver may stop the content; we accept no liability for infringement.

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