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Terms & Conditions

Tour No-Show & Waiting Time Policy

  1. Purpose

    This policy outlines the waiting time and no-show conditions for guests booked on private or bespoke tours operated by Port Douglas Luxe Tours & Limousines (‘the Operator’). It ensures fairness and punctuality while maintaining safe and efficient operations.

  2. Standard Waiting Period

    • The driver or guide will wait up to 30 minutes beyond the scheduled tour departure time at the agreed pickup location.
    • If guests fail to arrive or make contact within this 30-minute window, the booking will be marked as a ‘no-show’.
    • The full fare will be charged, and no refund will be issued.
  3. Communication Requirements

    • Guests must provide a valid mobile contact number when booking.
    • If guests expect to be late, they must contact the Operator before the scheduled pickup time via phone or SMS.
    • Reasonable efforts will be made to accommodate minor delays where communication is received within the waiting period.
    • If no communication is received within 30 minutes, the vehicle may depart to maintain the schedule.
  4. Missed Departures

    • If a guest misses the tour departure and fails to notify the Operator, the tour will proceed as scheduled.
    • Missed tours due to lateness or non-communication will be treated as ‘no-shows’.
    • Rebooking may be available, subject to schedule and payment of a new fare.

Cancellation & Refunds

  1. General Principles
    • All bookings are confirmed once payment or deposit has been received.
    • Cancellations and amendments must be made in writing (email or SMS) directly to the Operator.
    • Refunds are processed to the original payment method.
    • The Operator reserves the right to deduct reasonable administration or processing fees where applicable.
  2. Cancellation by the Guest

    Refund entitlements are as follows:

    • More than 48 hours notice — 100% refund (less Administration/merchant/transaction fees)
    • Less than 48hours or no-show — No refund

    Guests may reschedule once (subject to availability) without charge if at least 7 days’ notice is given.

  3. Cancellation by the Operator

    If the Operator cancels due to weather, road closures, safety concerns, or unforeseen operational issues:

    • Guests will be offered an alternative date or full refund.
    • The Operator will not be liable for additional costs (e.g., flights, accommodation, or other bookings).
  4. Partial Completion or Guest Withdrawal

    Once a service or tour has commenced, no partial refunds are available for early withdrawal or missed activities beyond the Operator’s control (e.g., guest illness, lateness, or voluntary decision).

  5. Weather & Environmental Conditions

    Tropical weather can be unpredictable. Tours may operate rain but will not proceed under unsafe conditions (e.g., flooding, cyclone warnings). If cancellation is necessary due to severe weather, guests may choose between:

    • Full refund, or
    • Credit for rebooking within 12 months.
  6. Third-Party Experiences

    If a tour includes third-party components (restaurants, park entry, or partner experiences), the Operator will adhere to the partner’s own cancellation terms where applicable.

  7. Refund Processing

    Approved refunds will be issued within 7 business days from written confirmation of cancellation.

  8. Travel Insurance Recommendation

    Guests are strongly encouraged to hold travel insurance covering cancellations, illness, or unforeseen disruptions.

Privacy Policy

  1. Purpose

    This Privacy Policy explains how Port Douglas Luxe Tours & Limousines (‘the Operator’, ‘we’, ‘our’) collects, uses, stores, and protects personal information provided by guests, clients, and partners. We are committed to safeguarding all personal data and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

  2. Information We Collect

    We may collect personal information when you book or communicate with us, including:

    • Name, address, email, and phone number
    • Emergency contact details
    • Medical or dietary information (voluntarily disclosed for safety)
    • Payment details (processed securely via third-party systems)
    • Tour preferences and booking details
    • Feedback or photos (with consent)
  3. How We Use Your Information

    Your information is used only to:

    • Confirm and manage bookings
    • Ensure guest safety and comfort during activities
    • Communicate updates or changes to services
    • Meet insurance, regulatory, or CAP obligations
    • Maintain internal accounting, recordkeeping, and compliance processes

    We will never sell, trade, or share your personal information with unauthorised third parties.

  4. Data Storage and Security

    All personal data is securely stored in encrypted electronic files or locked physical folders. Access is restricted to the Operator (Agostino Arrigo) and authorised personnel directly involved in providing services. Third-party providers such as payment gateways or booking systems must meet Australian data protection standards.

  5. Disclosure to Third Parties

    Information is only shared where:

    • Required by law (e.g., QPWS, insurance, or emergency services)
    • Necessary for service delivery (e.g., hotel or restaurant partners)
    • The guest provides written consent.

    All partners are required to handle information confidentially and securely.

  6. Retention and Disposal

    Records are retained for a minimum of five (5) years to meet legal and insurance requirements, after which they are securely deleted or destroyed.

  7. Access and Correction

    Guests may request access to their personal information or corrections to inaccurate details by contacting us at info@portdouglasluxetours.com.au. Requests will be handled promptly.

  8. Complaints

    If you believe your privacy has been breached, please contact us immediately. If unresolved, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

  9. Updates to This Policy

    This policy may be updated periodically to reflect operational or legislative changes. The latest version will be available upon request or published on our website.

Payment Policy

 
  1. General Terms

    All rates and fares are exclusive of 10% GST.
    A Tax Invoice will be issued within 24 hours of receipt of payment.

    Payments are preferred via bank or direct transfer.
    Payments can also be accepted over the phone via Visa or Mastercard if necessary (AMEX not accepted).

  2. Surcharges & Fees
    • After-Hours Surcharge: A $20.00 surcharge applies between 9:00 PM and 6:00 AM, seven days a week.
    • Public Holiday Surcharge: A $40.00 surcharge per person applies on all Queensland public holidays.
    • Soiling Fee: A $200.00 fee will be charged if the vehicle is soiled due to food or drink spills, or sickness, resulting in downtime for cleaning or detailing.
    • Card Payment Fee: All card payments incur an additional 2.2% processing fee. Cash is accepted.
    • Booking Amendments: Last-minute changes to bookings after invoicing and payment (including earlier or later pickup times) will incur an additional fee. This excludes changes due to verified flight delays or early arrivals.

Passenger Conduct & Responsible Service of Alcohol (RSA) Policy

 
  1. Purpose

    This policy ensures the comfort, safety, and wellbeing of all passengers and staff during limousine transfers and guided tours, including occasions where alcohol is consumed. It outlines acceptable conduct, responsible service of alcohol (RSA) principles, and management of inappropriate behaviour.

  2. Scope

    This policy applies to all passengers travelling in any vehicle operated by Port Douglas Luxe Tours & Limousines, and to all activities under the business’s Limousine licence and Commercial Activity Permit (CAP).

  3. Passenger Code of Conduct

    All passengers are expected to:

    • Treat the driver/guide, vehicle, and other guests with respect and courtesy.
    • Follow all safety directions given by the operator.
    • Wear seatbelts at all times while the vehicle is in motion.
    • Refrain from behaviour that may cause discomfort, damage, or safety risk.
    • Not smoke, vape, or consume illicit substances in or near the vehicle.
    • Keep noise to a reasonable level.
    • Dispose of rubbish responsibly and respect cultural and environmental sites.

    The Operator reserves the right to terminate a journey or deny carriage if a passenger:

    • Appears intoxicated, aggressive, or disorderly.
    • Refuses to follow lawful instructions.
    • Engages in behaviour that endangers safety, causes damage, or disrupts other guests.

    No refund will be provided if a journey is terminated due to misconduct.

  4. Responsible Service of Alcohol (RSA)

    Where alcohol is provided or permitted onboard:

    • The Operator will comply with all RSA requirements under the Liquor Act 1992 (Qld).
    • Alcohol service is restricted to passengers aged 18+; ID may be requested.
    • Passengers must drink responsibly; intoxicated or underage persons will not be served.
    • The Operator/driver may cease service or remove alcohol access at their discretion if a passenger shows signs of intoxication or behaviour that poses a safety risk.
    • Passengers are responsible for their own behaviour following alcohol consumption.
  5. Storage and Transport of Alcohol

    • Alcohol may only be consumed within the vehicle or approved locations as allowed by law.
    • Open containers must not be removed from the vehicle.
    • Passengers are responsible for securing bottles and glasses safely to prevent spills or injury.
  6. Compliance & Enforcement

    Failure to comply with this policy may result in:

    • Immediate termination of service without refund.
    • Notification to Queensland Police or Liquor Licensing if a breach occurs.
    • Reporting to QPWS or other authorities where applicable.
  7. Acknowledgement

    All passengers agree to abide by this policy upon booking or boarding any Port Douglas Luxe Tours & Limousines service.

Lost Property & Found Items Policy

 
  1. Purpose

    This policy outlines how Port Douglas Luxe Tours & Limousines (‘the Operator’) manages lost or found property left in vehicles or at any location visited during limousine transfers or guided tours. The purpose is to ensure that all found items are handled respectfully, securely, and returned to their rightful owners wherever possible.

  2. Procedure for Found Items

    • The vehicle is inspected at the end of each journey for any left items.
    • Any found property will be recorded and stored securely for up to 30 days.
    • The Operator will make reasonable efforts to contact the owner using the booking details provided.
  3. Return of Lost Items

    • Items may be collected in person by the owner (or authorised representative) by appointment.
    • If an item cannot be collected in person, it can be shipped to the owner’s nominated address at the guest’s expense.
    • Shipping charges include postage, packaging, and any handling or insurance fees.
    • The Operator accepts no responsibility for items lost or damaged during shipment once dispatched.
  4. Unclaimed Property

    • Items not claimed within 30 days of being found will be considered unclaimed property.
    • Unclaimed items may be donated, recycled, or disposed of in accordance with Queensland regulations.
  5. Liability

    The Operator accepts no responsibility for the loss or damage of personal property left in vehicles, or at any venue visited during a tour or transfer. Guests are encouraged to check the vehicle carefully before departure.

Baby & Child Seat Policy

  1. Purpose

    This policy ensures compliance with Queensland road safety laws and the safety of all passengers. Port Douglas Luxe Tours & Limousines (‘the Operator’) requires guests travelling with infants or young children to request an approved baby or child seat at the time of booking.

  2. Requirements

    • Under Queensland law, all children under seven (7) years of age must travel in an approved child restraint suitable for their height and weight.
    • The Operator provides baby and child seats by prior request only, as these are not permanently installed in the vehicle.
    • Guests must request the appropriate seat at the time of booking or no later than 24 hours before the scheduled service.
  3. Failure to Notify

    • If passengers arrive for a journey with a child requiring a baby or booster seat without providing advance notice, the service will be cancelled immediately to comply with Queensland safety laws.
    • No refund will be issued in such cases.
    • This policy ensures legal compliance and protects the safety of all passengers.
  4. Liability and Responsibility

    • The Operator accepts no liability for delays or cancellations resulting from failure to request a baby or child seat in advance.
    • Guests are responsible for providing accurate information about passenger ages when booking.
  5. Booking Confirmation

    To prevent disruption, all child seating requirements must be declared at the time of reservation. The Operator will confirm in writing that the appropriate restraint will be supplied and installed before departure.

Airport Transfer Waiting Time & No-Show Policy

  1. Purpose

    This policy defines the standard waiting periods and communication requirements for airport pickup services provided by Port Douglas Luxe Tours & Limousines (‘the Operator’). It ensures fair and consistent practices for passengers arriving on domestic or international flights.

  2. Domestic Flight Arrivals
    • The driver will wait up to 30 minutes after the scheduled flight arrival time.
    • Guests are expected to contact the Operator immediately if their flight is delayed or if additional time is needed for baggage collection.
    • If the guest cannot be reached and no communication is received within 30 minutes of the scheduled arrival, the booking will be classified as a ‘no-show’ and the full fare will be charged.
  3. International Flight Arrivals
    • The driver will wait up to 2 hours after the scheduled flight arrival time to allow for customs and baggage clearance.
    • If the guest remains in communication during delays, the Operator will accommodate where possible.
    • If no contact is made within 2 hours, the booking will be considered a ‘no-show’ and the full fare will apply.
  4. Communication Requirements
    • Guests must provide an active mobile contact number at the time of booking.
    • Guests are responsible for notifying the Operator via phone or SMS if their flight or airport process is delayed.
    • Communication must be made before the end of the waiting period to avoid a ‘no-show’ classification.
  5. No-Show Definition and Charges

    A ‘no-show’ occurs when:

    • The waiting period has expired (30 minutes for domestic or 2 hours for international arrivals), and
    • The passenger is unreachable, and
    • No notice of delay has been received.

    In these cases, the full fare will be charged, and the booking is considered completed.

  6. Rebooking After No-Show

    If the passenger later arrives and still requires transport, a new booking may be arranged, subject to vehicle availability and payment of a new fare.

Contact

Email: info@portdouglasluxetours.com
Phone: +61 404 651 534
ABN: 83 314 563 104