Terms & Conditions

About these terms

These terms apply when you book transport with Family Lane Transfers (ABN 24 695 326 386). By making a booking you agree to them.

We provide a booking service and hire vehicle transport in New South Wales, authorised under the Point to Point Transport (Taxis and Hire Vehicles) Act 2016.

Quotes and bookings

Sending us the Quick Quote form is an enquiry, not a confirmed booking. No payment is taken at that point.

We will send you a price based on the details you gave us. Your booking is confirmed only when we confirm it to you in writing. Until then we cannot guarantee a vehicle is available.

A quote assumes the details you gave us are accurate. If the passengers, luggage or child seats change on the day, the price may change, and we may not be able to carry you if the vehicle is no longer suitable.

Fares and pricing

Since 1 November 2017 fares for booked journeys in New South Wales have not been set by Transport for NSW. Operators set their own prices, and we set ours. That is why we quote you a fixed price up front rather than running a meter.

The price we quote is for the journey as you described it. Unless your confirmation says otherwise it includes GST, tolls, airport access fees, parking, the child restraints we fit, and the NSW passenger service levy that applies to every point to point trip.

Extra stops, a longer route at your request, extra passengers or extra luggage can change the price. We will tell you the new price before we make the change, not after the journey.

Your responsibilities

So we can carry your family safely, you agree to:

• Give us accurate ages for every child travelling. Ages determine the restraints we are legally required to fit.
• Tell us the real number of passengers and bags, so we send a vehicle that fits.
• Tell us about any accessibility or medical needs when you book, so we can prepare.
• Be ready at the pickup point at the agreed time.
• Make sure everyone travelling wears a seatbelt or is properly secured for the whole journey.

Child restraints

We are a hire vehicle service, not a taxi. This matters: taxis have a limited exemption from the NSW child restraint rules, but hire vehicles and rideshare do not. The same rules that apply in your own car apply in ours.

Under NSW law:

• Children up to 6 months must use a rear-facing child car seat.
• Children from 6 months to 4 years must use a rear-facing seat, or a forward-facing seat with an inbuilt harness.
• Children from 4 to 7 years must use a forward-facing seat with an inbuilt harness, or an approved booster seat.
• Children 7 years and over who are too small for an adult seatbelt should use an approved booster seat or anchored harness.
• Children under 4 cannot travel in the front seat of a vehicle with two or more rows. Children aged 4 to 7 can only do so if every other back seat is taken by a child under 7 in an approved restraint.

All restraints we supply meet Australian and New Zealand Standard AS/NZS 1754 and are fitted before we arrive.

Vehicles

The vehicle our booking form recommends is a guide based on what you told us. We confirm the final vehicle when we confirm your booking.

We may substitute a vehicle of the same or larger size where we need to. If we cannot supply a suitable vehicle at all, we will tell you as soon as possible and you will not be charged.

Passengers, luggage and extra stops

Everyone travelling needs a seat, and a child in a restraint occupies one of them. The passenger number shown for each vehicle is the total, children included.

Luggage is counted in large suitcases, which is how our fleet is described. A pram takes about the space of one large suitcase. Cabin bags ride in the cabin, on laps and in footwells, and do not count against the boot.

Extra stops are fine, but tell us when you book so the time is in the quote. A stop added on the day may change the price, and may not be possible if it would make us late for another family.

Airport pickups

For airport pickups we monitor your flight and adjust to the actual landing time, so a delayed or early flight does not cost you the booking. That is why we ask for your flight number.

If you give us the wrong flight number, or your flight changes and you do not tell us, we may not be there when you land, and waiting time or a cancellation fee may apply.

Waiting time

We include a reasonable grace period at pickup, and a longer one for airport arrivals to allow for baggage and customs. We will tell you the exact allowance when we confirm your booking. Waiting beyond that may be charged at the rate shown in your confirmation.

No-shows

If nobody is at the pickup point once the grace period and any waiting allowance have passed, we treat the booking as a no-show. The full fare may be charged, and a booking paid for in advance may not be refunded. The amounts are set out in your booking confirmation.

Tell us if you are running late. Where the driver is not due elsewhere we will wait, and we would far rather wait than charge you for a journey you did not take.

Changes and cancellations

Cancel more than 24 hours before the pickup time and you are refunded everything except a $30 administration fee. Inside that window a sliding scale applies, set out in full in our Refund Policy. Changing a booking is not a cancellation, and we will always try to accommodate one.

If we have to cancel, we will tell you as soon as we can and refund anything you have paid.

When we can refuse or cancel a booking

We may decline a booking before we confirm it, or cancel one we have confirmed, where:

• We cannot supply a vehicle that safely and legally carries your family.
• We cannot fit the restraints the children's ages require.
• The details we were given turn out to be materially wrong.
• Something outside our control makes the journey unsafe.

Where we cancel and you are not at fault, you are not charged and anything you have paid is refunded in full. Separately, a driver may refuse or end a journey already under way on safety grounds - see Safety and conduct below.

Payment

We do not take payment through this website. Payment details are set out in your booking confirmation. Prices we quote include GST unless we say otherwise.

Tolls, airport access fees and parking are included in your quoted price unless your confirmation says otherwise.

Safety and conduct

Our drivers may refuse or end a journey if they reasonably believe continuing would be unsafe, unlawful, or would put anyone at risk. This includes a passenger who is not properly restrained, or behaviour that endangers the driver or other passengers.

Smoking and vaping are not permitted in our vehicles.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, we must provide our services with due care and skill, and within a reasonable time.

Nothing in these terms excludes, restricts or modifies those guarantees or any other right you have that cannot lawfully be excluded. If something goes wrong, you may be entitled to a remedy under that law.

Where the law allows us to limit our liability, and to the extent the failure is not due to our negligence, our liability is limited to resupplying the service or paying the cost of having it resupplied.

Things outside our control

We are not responsible for delays caused by events genuinely outside our control, such as extreme weather, road closures, accidents, or emergencies. We will always do what we reasonably can to get you where you are going.

Lost property

Please check the vehicle before you leave. If you leave something behind, contact us as soon as possible using the details at the end of this page, and we will do our best to return it.

Complaints

If something was not right, get in touch using the details at the end of this page and we will work with you to fix it.

You can also raise a concern about a point to point transport service with the NSW Point to Point Transport Commissioner at pointtopoint.nsw.gov.au.

Governing law

These terms are governed by the laws of New South Wales, Australia.

Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the one published when we confirmed it, not a later one. The current version is always on this page, with the date it was last updated at the top.