Merlux Chauffeuring Services

1. Introduction and Agreement

1.1 Welcome to Merlux Chauffeuring Services ("Merlux," "we," "us," "our"). These Terms and Conditions constitute a legally binding agreement between you ("the Client," "you") and Merlux. By making a booking with us, you confirm that you have read, understood, and agree to be bound by these terms in their entirety.

2. Definitions

2.1 “Service” means the chauffeured vehicle transportation services provided by Merlux.

2.2 “Booking” means a reservation for our Service that has been confirmed following the receipt of the required deposit.

2.3 “Client” refers to the individual, company, or entity making the booking and responsible for all passengers.

3. Bookings and Confirmation

3.1 Bookings can be made via our official website, email, or telephone. All bookings are subject to vehicle availability.

3.2 A booking is tentative until the 50% non-refundable deposit is paid and confirmation received by email.

3.3 The Client must ensure all booking details are accurate. Merlux is not liable for service disruptions caused by incorrect information.

4. Pricing and Payment

4.1 All prices are quoted in AUD and inclusive of GST.

4.2 A 50% non-refundable deposit is required to confirm your reservation.

4.3 The remaining balance must be paid before the service date.

4.4 Quoted prices include the vehicle, driver, fuel, and insurance. Additional charges may apply for tolls, airport parking, or requested amenities.

4.5 Public Holiday surcharges may apply.

4.6 Out-of-hours surcharge of $30 applies between 11:00 PM and 5:00 AM.

5. Service Details and Procedures

5.1 Airport Meet & Greet: Chauffeurs will meet you in the arrivals hall with a personalised sign and assist with luggage.

5.2 Waiting Time Policy:

• 15 minutes for residential, hotel, or business pick-ups
• 30 minutes for domestic airport pick-ups
• 60 minutes for international airport pick-ups

5.3 After the complimentary time, waiting is charged pro-rata in 15-minute increments.

6. Refund and Cancellation Policy

6.1 The 50% booking deposit is non-refundable.

6.2 Airport Transfers:

• More than 24 hrs – refund beyond deposit.
• 3–24 hrs – 50% cancellation fee.
• Less than 3 hrs – 100% cancellation fee.

6.3 Other Services:

• More than 24 hrs – refund beyond deposit.
• Less than 24 hrs – 100% cancellation fee.

6.4 No-Shows: Charged 100% of booking fee.

6.5 Cancellations must be confirmed by Merlux via phone or email.

7. Passenger Conduct and Safety

7.1 Clients are liable for vehicle damage. Cleaning fee minimum $250 for spills or soiling.

7.2 Seatbelts are mandatory. Notify us if passengers under 7 years old require child seats.

7.3 Smoking, vaping, and illegal substances are prohibited.

7.4 The driver may terminate service for illegal or unsafe conduct without refund.

8. Luggage Policy

8.1 Declare luggage requirements during booking. Merlux is not responsible for undeclared excess luggage.

8.2 Merlux is not liable for lost or damaged belongings.

9. Vehicle Allocation and Substitution

9.1 Merlux will strive to provide your chosen vehicle, but may substitute with a similar or higher category if required.

9.2 If downgraded, pricing will be adjusted.

10. Limitation of Liability

10.1 Merlux is not liable for delays or missed flights caused by traffic, weather, or other factors beyond control.

10.2 We are not responsible for items left in vehicles.

11. Privacy

Merlux collects personal information solely for booking fulfilment and service delivery. Data is not shared with third parties unless required by law or service necessity.

12. General Provisions

12.1 Merlux reserves the right to update these Terms at any time. The terms effective at booking apply.

12.2 If any clause is invalid, remaining clauses remain enforceable.

13. Governing Law

This agreement is governed by the laws of Victoria, Australia, and both parties submit to the jurisdiction of Victorian courts.