Effective 16 October 2025 and replaces all previous versions.
This agreement constitutes the entire understanding between the parties and supersedes all
prior communications or representations at the time of quotation acceptance.
By confirming your booking — whether in writing, by telephone, or by accepting via the
online link and ticking the acceptance box — you acknowledge that you have read,
understood, and agree to these Terms and Conditions. This forms a binding contract
between you and Emu Coach Hire
1. Definitions
“Company” means [Emu Coach Hire], ABN [96 697 107 360].
“Customer” means the person or organisation making the booking.
“Service” means coach hire, charter, or related passenger transport services provided by
the Company.
“Booking” means a confirmed reservation for Services.
2. Bookings & Payment
2.1. Reserving a quote shows us your intention to book and we will be mindful of such
with managing vehicle and driver availability, however we will not seek to lock in a
vehicle and driver until at least a deposit payment has been received.
2.2. A booking is only confirmed once the Company has issued written confirmation and
received a non-refundable deposit payment of at least 25% of the total booking
value, unless otherwise agreed in writing.
2.3. Full payment must be received no later than 14 days before the date of travel unless
otherwise agreed in writing.
2.4. Unless otherwise stated within the quotation notes, the Booking and Booking Fees
are only for the use of the Operator and the Vehicle and do not include any
additional fees and charges, including but not limited to admission, tickets, tolls,
ferries, accommodation, fuel surcharges, and parking.
2.5. Outstanding Payment: If You do not make payment of any money payable by You to
Emu Coach Hire by the respective due date, Emu Coach Hire is entitled to:
2.5.1. Charge interest on the respective outstanding amount at the rate of 10.00%
per year, accruing daily.
2.5.2. Charge a late payment fee of $75.00 on the respective outstanding amount,
as a reasonable estimate of administrative costs associated with late
payment.
2.6. Prices quoted include GST unless otherwise stated.
3. Customer Obligations
3.1. The Customer must provide accurate booking details including passenger numbers,
pickup/drop-off points, and travel times.
3.2. The Customer is responsible for ensuring passengers behave safely and
appropriately during the journey.
3.3. The Company reserves the right to refuse service if passengers are intoxicated,
disorderly, or present a safety risk.
3.4. The customer must ensure that any minors travelling are accompanied by at least
one adult, or more dependent on any state/territory requirements for school or
youth groups.
4. Change or Amendment
4.1. You must notify Emu Coach Hire of any change or amendment to any part of the
booking within one (1) business day of the booking confirmation date.
4.2. If you notify us of a change or amendment within one (1) business day of the
booking confirmation date:
4.2.1. Emu Coach Hire will provide a new Booking
4.2.2. Any additional booking fees must be paid prior to confirmation of the new
booking being made.
4.2.3. If Emu Coach Hire cannot provide a new Booking, then you may cancel the
booking giving notice to Emu Coach Hire within seven (7) days of being
notified by Emu Coach Hire, and a full refund will be made.
5. Cancellations & Refunds
5.1. Cancellations must be made in writing via email to be valid
5.2. If a deposit (normally 25% of the total booking value) has been paid, this deposit is
non-refundable under all circumstances except for clause 4.2.3
5.3. If the full amount has been paid, refunds will be calculated based on 75% of the
total booking value, according to the following schedule:
5.3.1. More than 21 days’ notice before the booking date: 75% refund
5.3.2. 15 to 20 days’ notice before the booking date: 50% refund
5.3.3. 14 days or less before the booking date: No refund
5.3.4. No-shows on the day of service are non-refundable, and the full booking
value will be forfeited.
5.4. The Company may, at its discretion, provide credits instead of refunds.
5.5. If the Company cancels the booking (e.g., due to mechanical failure, driver illness, or
unsafe conditions), a full refund or reschedule will be offered.
5.6. If the Company cancels due to ‘Force Majeure’, we will refund the total amount paid
5.7. All refunds will be processed within 7 business days and by the same means they
were taken.
6. Service Conditions
6.1. The Company will use best endeavours to provide the Service as booked but
reserves the right to substitute vehicles or drivers if required.
6.2. The vehicle type represents a range of vehicles.
6.2.1. The specific vehicle assigned to your booking will be based on availability and
the number of passengers indicated.
6.2.2. If your group size increases, contact US and a requote will be offered subject
to vehicle availability and the acceptance of any potential price variance.
6.3. The Company is not liable for delays caused by traffic, weather, accidents, road
closures, or other events beyond its control.
6.4. The Customer is responsible for any damage caused to the vehicle by passengers.
6.5. Consumption of alcohol is prohibited unless expressly permitted in writing by US
and where such consumption is lawful under the relevant state or territory
legislation. You are responsible for ensuring compliance with all applicable laws.
6.5.1. If granted, a refundable bond will be required as part of any agreement to
consume alcohol which may be required to pay in cash to the driver on the
day.
6.6. The vehicle is expected to be left in the same condition as when it arrives, and we
therefore kindly require that all items including any rubbish is removed upon arrival
at your final destination.
6.7. Should the vehicle be left in an unfit condition, the vehicle will be required to be
taken off the road to be professionally cleaned resulting in a charge ranging from
$200 to $500 depending on the size of the vehicle and the time required.
6.8. You have not provided any misleading or inaccurate information or otherwise
withheld any information that you reasonably know or ought to know is relevant in
connection with the Booking.
6.9. The Vehicle must not travel on roads or roadways that are unreasonably obstructed
or otherwise will hinder, impede, or prevent the Operator or Vehicle from
completing the Booking and journey, including but not limited to weight-restricted
bridges or roads, unsealed roads, narrow access points, overhanging trees or wires,
low-level underpasses, or roads with unsafe turns or inclines for the Vehicle type
booked for a Journey
7. Liability
7.1. Nothing in these Terms excludes any rights the Customer has under the Australian
Consumer Law.
7.2. To the extent permitted by law, the Company’s liability is limited to:
7.2.1. Resupplying the Service; or
7.2.2. Refunding the cost of the Service.
7.3. The Company accepts no responsibility for losses arising from third-party service
failure or even cancellations beyond its control.
7.4. The Company is not liable for any indirect or consequential losses, including missed
connections, accommodation, or other costs.
8. Safety and Compliance
8.1. All services are provided in accordance with relevant state/territory transport laws
and safety requirements.
8.2. Seatbelts (where fitted) must be worn at all times.
8.3. No smoking, illegal substances, or dangerous goods are permitted on board.
9. General
9.1. These Terms are governed by the laws of Queensland, Australia.
9.2. Any disputes will be subject to the jurisdiction of Queensland courts.
9.3. The Company may update these Terms from time to time by publishing them on its
website.
9.4. Dispute resolution; Parties will attempt to resolve any dispute in good faith within 14
days before commencing legal action
10. Privacy and Data Protection
10.1. Collection and Use of Personal Information
Emu Coach Hire (“the Company”) may collect personal information from you and
your passengers as reasonably necessary to provide our services. This may include
names, contact details, pickup and drop-off locations, payment information, and
other relevant travel details.
We collect this information directly from you through quotes, bookings, phone
calls, emails, or online forms.
10.2. Purpose of Collection
Your personal information is used for:
Processing and managing bookings, payments, and customer support;
Coordinating transport logistics and communicating travel updates;
Meeting our legal and safety obligations; and
Occasionally providing service updates or promotional offers (you may opt out
at any time).
10.3. Storage and Security
All personal information is stored securely and protected against unauthorised
access, alteration, or disclosure. Digital data is stored on password-protected
systems, and physical documents (where applicable) are kept securely.
10.4. Disclosure to Third Parties
We may share limited information with trusted third parties only where necessary
to perform the service (for example, drivers, subcontractors, or payment
processors).
We do not sell, rent, or trade personal information to any other party.
All third parties engaged by the Company are required to handle information in
accordance with privacy and confidentiality standards consistent with Australian
law.
10.5. Data Retention and Access
We retain personal information only for as long as necessary to meet operational,
legal, or accounting requirements.
You may request access to, or correction of, your personal information at any time
by contacting us at [insert your email address].
10.6. Compliance
The Company manages all personal information in accordance with the Privacy Act
1988 (Cth) and the Australian Privacy Principles (APPs).
Further details about how we manage personal information are set out in our
Privacy Policy, available on our website or by request.
Some personal information may be stored or processed using third-party services located
outside Australia (e.g. cloud-based platforms). Where this occurs, the Company takes
reasonable steps to ensure those providers comply with standards equivalent to the
Australian Privacy Principles.