Terms & Conditions

1. About us and these terms

All three brands are run by Zara World Travel Pty Ltd.

1. In these terms, "we", "us" and "our" mean Zara World Travel Pty Ltd, trading under any of the brands above.
2. In NSW, we provide booked point to point transport services as an accredited booking service provider and transport service provider.
3. In Victoria, trips are carried out by our partner operators, who hold the accreditation and registration required by Safe Transport Victoria. For those trips, we take your booking and payment as agent for the partner operator, and the partner operator provides the vehicle and driver.
4. By making a booking, you confirm that you have read and accept these terms. If you book for other passengers, you accept these terms on their behalf.
5. Nothing in these terms limits your rights under the Australian Consumer Law.

2. Definitions

3. Bookings

Your booking is confirmed only when we send you a booking confirmation.

1. You can book online through our booking engine, by phone, by email or through a travel partner.
2. Before you book, we show you the quoted price for your trip. Under NSW point to point rules, you will always agree to the price, or a fare estimate and how it is worked out, before the trip starts.
3. When you submit a booking, you make an offer to buy the Service. We accept that offer when we take payment (or approve your payment terms) and send your booking confirmation.
4. You must give us correct and complete details, including:
   1. passenger names and a mobile number that will be switched on at the pick-up time
   2. the pick-up date, time and address in local time
   3. flight number and airline for airport pick-ups, or ship name for cruise pick-ups
   4. the number of passengers, the number and size of bags, and any child restraints needed
   5. any special needs, such as wheelchair access, extra stops or an assistance animal
5. Check your booking confirmation as soon as you receive it, and tell us straight away if anything is wrong.
6. We may decline a booking if we cannot provide the Service safely or if we reasonably suspect fraud. If we decline a booking after payment, we refund you in full.
7. Bookings made through a travel agent, hotel or other partner are also subject to these terms.

4. Prices and payment

The quoted price is the total price for your trip, in Australian dollars, including GST.

1. What is included: the vehicle and driver, fuel, standard road tolls and airport pick-up fees for the route booked, the NSW Passenger Service Levy and any Victorian commercial passenger vehicle levy.
2. Prices are per vehicle, not per person, unless the booking says otherwise (for example, per-person tour prices).
3. Extras, such as child restraints, extra stops, extra luggage or meet and greet, are priced in the booking engine or quote before you confirm.
4. Extra charges after booking apply only for changes you ask for, or for waiting time beyond the free waiting time in section 6. We tell you the amount before or when it applies.
5. Card payments: we do not charge card surcharges on eftpos, Visa or Mastercard payments, in line with the Reserve Bank of Australia's ban that started on 1 October 2026.
6. When you pay: airport transfers and shuttles are paid in full at booking. Chauffeur hire, tours, events and group bookings may need a deposit, with the balance due by the date in your booking confirmation.
7. Corporate accounts are invoiced on the terms agreed in writing.
8. If a payment is declined or the balance is not paid by the due date, we may cancel the booking after telling you.
9. Prices on our websites may change, but a confirmed booking keeps its quoted price unless you change the trip.

5. Vehicles, passengers, luggage and child restraints

You must book a vehicle big enough for all passengers and bags. The driver cannot carry more people than there are seat belts.

1. Vehicle model: we provide the vehicle category you booked. Photos on our websites show examples; we cannot guarantee a particular make, model or colour. If your category is not available, we give you an equal or higher category at no extra cost.
2. Too much luggage: if bags do not fit safely, the driver may refuse to carry them. We will try to arrange a larger vehicle, and you pay the difference in price.
3. Prams, wheelchairs, surfboards, golf bags and bike boxes must be listed at booking.
4. Child restraints: NSW and Victorian road rules require children under 7 to travel in an approved child restraint. You must tell us each child's age when you book, and we will fit the right baby capsule, child seat or booster.
5. Your own child seat: you may bring your own if it meets Australian Standard AS/NZS 1754. Many seats bought overseas do not meet this standard, and the driver may refuse to fit them.
6. Children under 16 must travel with a responsible adult.
7. Assistance animals travel free of charge. Please tell us at booking. Pets may travel only if agreed in writing before the trip and must be in a secure carrier.

6. Pick-up, waiting time and no-shows

We track flights, so your airport pick-up moves with your actual landing time at no extra cost.

1. Keep your phone switched on from landing until you meet the driver. The driver or our team will call or message if they cannot find you.
2. Airport meeting points are given in your booking confirmation or by SMS before pick-up.
3. If you are delayed by customs, baggage or a missed connection, call us on 1300 927 287 as soon as you can. We will wait or re-arrange the pick-up if we reasonably can.
4. No-show: if you are not at the pick-up place by the end of the free waiting time and we cannot reach you, the trip is treated as a no-show and the full price is charged. Before leaving, the driver or our team will try to contact you by phone and SMS.
5. A no-show is not charged if we did not track your flight correctly or did not try to contact you.
6. If your pick-up address is hard to find (gated estates, unmarked streets, security gates), please add directions in the booking notes.

7. Changes and cancellations by you

You can cancel a transfer free of charge up to 24 hours before the pick-up time.

1. How to cancel or change: email us with your booking reference or call 1300 927 287. A cancellation is effective when we confirm it in writing.
2. Changes to date, time, addresses, vehicle or passenger numbers are free if made more than 24 hours before pick-up, subject to availability. Any price difference is charged or refunded.
3. Changes asked for during the trip (extra stops, a different drop-off, extra time) are agreed with the driver and charged at the rates in your booking.
4. Refunds for cancellations are paid to the original payment method within 10 business days.
5. You do not pay a cancellation fee if we cancel, or if a government order (for example, a lockdown or border closure) stops the trip from going ahead.

8. Changes and cancellations by us

If we have to cancel your trip, you get a full refund, or a replacement trip if you prefer.

1. Sometimes we may need to change the vehicle, driver or partner operator. We tell you as soon as we can. If the change is significant (for example, a lower vehicle category or a different pick-up time) and you do not accept it, you can cancel for a full refund.
2. If a vehicle breaks down or a driver cannot attend, we arrange a replacement vehicle as quickly as we safely can. If we cannot, we refund the trip in full, or the unused part of an hourly hire or tour.
3. Events outside our control include severe weather, floods, bushfires, road closures, accidents, police or government orders, airport or port closures, strikes, and major cancelled or diverted flights or sailings.
4. If an event outside our control stops the trip from going ahead, we refund what you paid, less any third-party costs we cannot recover (such as non-refundable attraction tickets). We tell you about those costs before deducting them.
5. If an event outside our control only delays the trip, we will still complete it, and we do not charge for the delay.
6. Travel times on our websites are estimates. Traffic and road conditions can change them. Please allow enough time, especially for flights and cruise departures (we suggest arriving 3 hours before international flights and 2 hours before domestic flights).

9. Chauffeur hire, private tours and events

These extra terms apply to ABC Chauffeur Services and Sydney Chauffeur Tours bookings, and to any hourly, tour, wedding or event booking.

Hourly and day hire

1. Hourly hire has a minimum of 3 hours, unless your booking says otherwise.
2. Time starts at the booked pick-up time and ends when the last passenger is dropped off.
3. Extra time is charged in 15-minute blocks at the hourly rate in your booking, if the driver is available.
4. Drivers must take rest breaks under work health and safety rules. Hires longer than 10 hours may need a second driver at extra cost.

Private tours

1. The tour price includes what is listed on the tour page or in your quote. Meals, drinks, entry tickets, cruises, wine tastings and activities are not included unless listed.
2. Tour itineraries and times are a guide. The driver may change the order of stops or skip a stop for safety, weather, traffic or closures, and will offer a suitable alternative where possible.
3. Third-party attractions and activities (for example, BridgeClimb, Scenic World, cruises and wineries) are run by their own operators under their own terms. We book them as your agent.
4. Wine tours: no alcohol is served to anyone under 18. The driver may end the tour for any passenger who is intoxicated.

Weddings and events

1. Your booking confirmation lists the vehicles, decorations, timings and locations agreed.
2. Ribbons and standard decorations are included if listed. Confetti, glitter and rice are not allowed in or on the vehicle.
3. Photo stops are included within the booked time.
4. Alcohol may only be consumed in a vehicle where NSW or Victorian law allows it and where we agree in writing (for example, in a licensed stretch limousine), and never by anyone under 18.

10. Passenger conduct, safety and damage

All passengers must wear a seat belt or approved child restraint for the whole trip.

1. Smoking and vaping are not allowed in any vehicle.
2. Food and drink may be allowed at the driver's discretion. Alcohol rules are in section 9.
3. The driver may refuse to carry, or ask to leave at a safe place, any passenger who is violent, abusive, threatening, harassing, seriously intoxicated, or who puts safety at risk. In that case no refund is payable for the rest of the trip.
4. Illegal items, dangerous goods and weapons must not be carried.
5. Cleaning: if a passenger soils the vehicle (for example, vomit or spilled drinks), you pay a cleaning fee of up to $250. We tell you the amount and send photos within 48 hours.
6. Damage: you are responsible for the reasonable cost of repairing damage a passenger causes deliberately or carelessly. We send you a quote or invoice for the repair before charging.
7. Lost property: please check you have all your belongings. We keep items found in our vehicles for 30 days. Delivery of returned items is charged at cost.
8. Our drivers hold the driver authorisation required in NSW or Victoria, and our vehicles are registered, insured and inspected as the law requires.
9. Vehicles may have dashcams or cameras for safety. Recordings are handled under our privacy policy.

11. Your consumer rights, our liability and refunds

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010 (Cth).

1. Our services must be provided with due care and skill, be fit for the purpose you told us, and be supplied within a reasonable time.
2. If we fail to meet a consumer guarantee, you are entitled to a remedy. For a major failure, you can cancel and get a refund for the unused part, or compensation for the drop in value. For a minor failure, we will fix it, re-supply the service or give you a refund.
3. You may also claim compensation for any other loss or damage that was reasonably foreseeable from our failure.
4. Our liability: apart from your rights under the Australian Consumer Law and any other law that cannot be excluded, we are not liable for:
   1. loss caused by events outside our control (section 8)
   2. loss caused by wrong details you gave us, or by you not following these terms
   3. missed flights, cruises, connections or events, unless caused by our failure to provide the Service as booked with due care and skill
   4. the acts or omissions of third-party attraction and activity operators
5. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.
6. Refund claims: if you think you are owed a refund, contact us in writing within 30 days of the trip with your booking reference and what went wrong. We respond within 5 business days and pay approved refunds within 10 business days.
7. Your luggage: please keep valuables, medicines, passports and cash with you. Our liability for lost or damaged luggage is limited to what the Australian Consumer Law allows.

12. Complaints and disputes

Please contact us first. We reply to every complaint within 5 business days and aim to resolve it within 15 business days.

1. Email or call us with your booking reference, the date of the trip and what happened. Safety complaints are handled first.
2. If you are not happy with our response, you can contact the Point to Point Transport Commissioner (NSW), Safe Transport Victoria, NSW Fair Trading or Consumer Affairs Victoria.
3. Consumer claims can also be taken to the NSW Civil and Administrative Tribunal (NCAT) or the Victorian Civil and Administrative Tribunal (VCAT).
4. Making a complaint does not affect your rights under the Australian Consumer Law.

13. Privacy, website use, governing law and contact

Privacy

1. We collect your name, contact details, trip details and payment details only to provide and manage your booking, keep passengers safe and meet our legal duties.
2. We share your details only with the driver or partner operator doing your trip, payment providers, and regulators when the law requires it.
3. We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Full details are in our Privacy Policy.
4. We send marketing emails or SMS only if you agree, and every message has an unsubscribe option, as the Spam Act 2003 (Cth) requires.

Website use

1. You must not use bots, scrapers or other automated tools to copy prices or content from our websites, or interfere with how they work.
2. Website content, logos and photos belong to us or our licensors.

Governing law

1. These terms are governed by the laws of New South Wales and the Commonwealth of Australia.
2. For trips in Victoria, the Victorian laws that apply to commercial passenger vehicle services also apply, including the Commercial Passenger Vehicle Industry Act 2017 (Vic).
3. Trips in NSW are provided under the Point to Point Transport (Taxis and Hire Vehicles) Act 2016 (NSW).
4. Changes to these terms: we may update these terms. The version on our website when you book applies to your booking. We will not change the terms of a confirmed booking without your agreement.
5. If any part of these terms is found invalid, the rest still applies.

Contact us