1. About Graceline
Graceline Chauffeurs is based in Brisbane, Queensland, and arranges private transport with approved independent chauffeurs or operators. Travel elsewhere in Australia is by arrangement and subject to availability.
For booking enquiries, changes or assistance, contact bookings@gracelinechauffeurs.com.au. Read these terms together with our Cancellation & Refund Policy and Privacy Policy.
2. A request is not a confirmed booking
You provide your journey and customer details, review the quoted fare and authorise your card. Graceline then reviews availability. We aim to respond within 30 minutes. This is an operational response aim, not a promise that a booking will be accepted or that an authorisation will automatically expire after 30 minutes.
REQUEST RECEIVED / NOT YET CONFIRMED means your journey is still a request. Card authorisation places a temporary hold; it is not payment capture.
If Graceline accepts the request and successfully captures the authorised amount, your booking is confirmed and we send a Booking Confirmed email. If we decline, no payment is taken, the authorisation is cancelled or released, and we send a not-confirmed email. Your bank or card provider determines how quickly a released pending authorisation disappears.
Automatic timed authorisation release is not currently enabled. Contact us if you have not received a response. Pickup must be at least two hours away. Booking dates and times use Australia/Brisbane time. For a pickup in another time zone, confirm the intended local time with Graceline before requesting the journey.
3. Your quoted fare
All quoted fares are in Australian dollars (AUD) and include GST, applicable tolls, standard airport fees or levies and normal mandatory charges associated with the booked journey. These normal charges are not added as surprises after booking.
Additional stops are included in the complete routed journey used to calculate your quote. Each additional normal stop also attracts $20, including up to 10 minutes at that stop. Return legs are priced independently and their fares are combined.
Disclosed customer-caused extras may apply for additional waiting, child seats, accepted material booking changes, extended airport waiting or reasonable actual cleaning and damage costs. The rules below explain these items. Requesting an extra does not authorise an undisclosed or arbitrary charge.
4. Changes to a confirmed journey
Changes are subject to availability, Graceline acceptance and possible fare recalculation. This includes pickup time or location, destination, stops, route, passenger or luggage requirements, vehicle class, child seats and other material journey requirements.
The original fare is not guaranteed for a materially changed journey. Sending an email or message does not itself confirm a change. We must accept the revised arrangements, and any revised fare must be disclosed for your acceptance.
5. Cancellation and refunds
| Notice before scheduled pickup | Cancellation charge |
|---|---|
| 24 hours or more | No cancellation charge |
| 6 hours or more, but less than 24 hours | 50% of the confirmed fare |
| Less than 6 hours | 100% of the confirmed fare |
| No-show | 100% of the confirmed fare |
The schedule applies to customer cancellation of a confirmed journey, subject to your statutory rights and the exceptions in our Cancellation & Refund Policy. Timing is measured against the scheduled pickup in the relevant pickup location time.
If Graceline cancels a confirmed journey because we cannot provide it, we refund the affected journey in full where payment has been captured, or release the authorisation where it has not. Airline-cancelled flights also receive the affected airport-transfer exception set out in the Cancellation & Refund Policy.
Where a refund is due, Graceline processes it within five business days. Your bank, card issuer or payment provider determines when the funds appear after processing.
6. Non-airport waiting and no-shows
For a normal, non-airport pickup, the first 15 minutes after scheduled pickup are complimentary. Waiting after 15 minutes and up to 30 minutes is charged at $2 per minute.
At 30 minutes, if the passenger has not arrived despite reasonable attempts to contact them using the booking details, the journey may be treated as a no-show. A no-show attracts 100% of the confirmed fare. The earlier waiting charge is not added on top of that no-show fare, and the chauffeur is no longer required to wait.
If you contact us during the waiting period and ask the chauffeur to remain longer, continued waiting is subject to operational availability. Any arrangements and charges for further waiting must be explained and agreed; these terms do not set a new rate for it.
7. Airport arrivals and waiting
For airport pickups, we monitor the nominated flight using the flight information you supply and adjust chauffeur timing to recorded actual flight arrival where reasonably possible. Flight monitoring may be performed manually by Graceline or the assigned chauffeur; automated flight alerts are not promised. We do not charge waiting simply because the flight lands late. Please provide accurate flight details and tell us about relevant changes as soon as reasonably possible.
The first 60 minutes after recorded actual flight arrival are complimentary. Waiting after 60 minutes and up to 90 minutes is charged at $2 per minute. If flight information is unavailable, contact Graceline to confirm the airport pickup and waiting arrangements.
Beyond 90 minutes, our intended service is for the chauffeur to continue waiting and complete your journey at the Extended Airport Waiting rate. When the journey is completed, an Extended Airport Waiting charge equal to 100% of the original confirmed journey fare applies. The total becomes 200% of that original fare. The earlier $2-per-minute airport waiting charge is replaced, not added on top. For example, a $140 journey plus $140 Extended Airport Waiting totals $280.
Continued waiting may end only if exceptional operational or safety circumstances make further waiting impossible, or if the passenger cannot be contacted after reasonable attempts using the booking details. Routine scheduling or ordinary availability alone is not a reason to end extended airport waiting. Where contact is possible, Graceline will explain the circumstances and make reasonable efforts to discuss alternatives.
Beyond 90 minutes, if the passenger cannot be contacted after reasonable attempts and Graceline concludes the journey as a no-show, the normal 100% no-show fare applies and the chauffeur may leave. If Graceline cannot complete the journey because of exceptional operational or safety circumstances, that is not in itself a passenger no-show; the Graceline-cancellation, refund and consumer-rights provisions apply. Extended Airport Waiting does not apply to a journey that is not completed.
8. Airline-cancelled flights
If the airline cancels your flight, no cancellation charge applies to the affected airport transfer. An uncaptured authorisation is released or cancelled; a captured payment is refunded in full for the affected journey. Graceline processes a due refund within five business days, followed by your provider’s settlement time.
You may ask to reschedule instead, subject to availability. Notify Graceline of the cancellation or changed flight information as soon as reasonably possible.
9. Child seats
Child seats cost $20 AUD per seat, charged once for the complete booking, including a return journey: one seat is $20; two seats are $40. Select the quantity during booking and supply accurate information about the child’s requirements. Availability and suitability are subject to Graceline confirmation; a request does not guarantee a seat.
The selected child-seat charge is included in the disclosed total before payment authorisation. Graceline must clarify the number and requirements of requested seats before confirming the arrangements.
10. Passengers, luggage and vehicle class
Provide accurate passenger, large-suitcase, carry-on and child-seat requirements. Representative vehicle examples are not a guarantee of a particular make or model. The vehicle must remain within its safe and legal passenger and luggage capacity.
If the actual requirements exceed the confirmed capacity, transportation of every passenger or item cannot be guaranteed. Larger or additional vehicles are subject to availability and may require an additional disclosed fare and your acceptance. We will not compromise safe or legal capacity.
11. Your booking information
You are responsible for accurate name, telephone, email, pickup, destination, date, time, flight, passenger, luggage, child-seat and other relevant journey information. Tell Graceline promptly when material information changes so we can review the arrangements.
12. Conduct, smoking and damage
Smoking and vaping are prohibited in vehicles arranged for Graceline journeys. Passengers must behave lawfully and safely. Graceline or the chauffeur may refuse or end service where behaviour is unsafe, abusive, threatening, unlawful, seriously disruptive or creates material risk to the chauffeur, passengers or vehicle.
Passengers are responsible for damage or excessive soiling caused by themselves or their party. This may include bodily-fluid cleaning, significant spills or stains, smoking or vaping damage or odour, deliberate or negligent damage, or damage to fittings and equipment. Any claimed charge must reflect reasonable actual cleaning, repair and associated costs incurred in the circumstances. There is no fixed arbitrary cleaning penalty. Normal everyday use is not excessive soiling or damage.
These provisions do not create an automatic right to charge your card or remove your statutory rights. Any dispute or remedy will be considered fairly in the circumstances.
13. Disruptions outside reasonable control
We make reasonable efforts to provide confirmed journeys on time. Serious traffic incidents, unexpected road closures, extreme weather, emergencies, police or government restrictions and other genuinely unavoidable disruptions may affect travel. We cannot promise absolute arrival times in those circumstances.
We will consider the circumstances and reasonable alternatives with you. This clause is not a blanket exclusion of responsibility and does not remove rights or remedies available under applicable law.
14. Consumer rights and assistance
Nothing in these terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
If you have a concern about your journey, a charge or these terms, contact bookings@gracelinechauffeurs.com.au with your request reference so we can review it.