Encore Chauffeur | Melbourne, Victoria, Australia
Welcome to Encore Chauffeur. These Terms & Conditions explain the booking requirements, payment arrangements, cancellation and refund conditions, passenger responsibilities and service policies applicable to our chauffeur services in Melbourne and selected areas of Victoria.
By requesting or confirming a chauffeur booking with Encore Chauffeur, you agree to the terms outlined below, subject to your rights under applicable Australian law.
1. About Encore Chauffeur Melbourne
Encore Chauffeur provides pre-booked chauffeur-driven transportation throughout Melbourne and selected regional areas of Victoria, Australia.
Our chauffeur services include Melbourne Airport transfers, corporate chauffeur travel, private car services, executive transfers, wedding chauffeur services, special event transportation, hotel transfers, cruise terminal transfers and hourly chauffeur hire.
We offer a selection of chauffeur-driven luxury vehicles, executive sedans, SUVs and people movers, subject to availability and individual booking requirements.
All services must be arranged in advance and are subject to booking confirmation, vehicle availability and applicable operational conditions.
2. Chauffeur Booking and Confirmation Policy
Customers may request chauffeur services through our website, online booking form, telephone, email or WhatsApp.
When submitting a booking request, customers should provide accurate information, including:
- Full name and contact details
- Pickup address and destination
- Travel date and preferred pickup time
- Number of passengers
- Number and size of luggage items
- Flight number and terminal, where applicable
- Preferred chauffeur vehicle or vehicle category
- Additional stops or special travel requirements
- Child seats or accessibility requirements, where applicable
Submitting an enquiry, requesting a quote or receiving an automated fare estimate does not automatically confirm a booking.
A booking is confirmed only after Encore Chauffeur has accepted the request and communicated the agreed travel arrangements.
Customers should review their booking confirmation and promptly report any incorrect information.
3. Chauffeur Service Fares and Pricing
Chauffeur fares depend on the selected vehicle, journey distance, travel duration, pickup location, destination and any additional services requested.
Pricing may vary according to vehicle category, passenger capacity, airport pickup requirements, additional stops, waiting time, toll roads, parking, airport charges and special event arrangements.
Online fare calculations are estimates unless expressly confirmed as the final booking price.
The final booking quote will identify the agreed fare and any applicable additional charges. Customers should review and accept the confirmed pricing before their journey.
For further information, visit our Chauffeur Pricing page.
4. Payment Terms for Chauffeur Bookings
Payment arrangements for Encore Chauffeur services are communicated during the booking process.
Where a booking is designated Pay in the Car, payment is arranged directly with the chauffeur and no online payment is collected through that booking form.
Customers should confirm accepted payment methods and any applicable payment processing fees before travelling.
Customers are responsible for paying the agreed chauffeur fare and any additional charges properly authorised during the journey.
Where advance payment is required, the amount, payment deadline and applicable conditions will be communicated before booking confirmation.
5. Chauffeur Booking Cancellation and Refund Policy
Customers who need to cancel a confirmed chauffeur booking should notify Encore Chauffeur as soon as possible.
The cancellation conditions published on our pricing page are:
- 24 hours or more before pickup: Full refund of eligible prepaid booking amounts.
- Less than 24 hours before pickup: 50% refund of eligible prepaid booking amounts.
- No-show: No refund of eligible prepaid booking amounts.
- Pay in the Car bookings: No cancellation fee under the currently published policy.
Refund eligibility depends on the payment received, agreed booking conditions and applicable Australian Consumer Law rights.
If Encore Chauffeur cancels a confirmed service, customers will be informed about available alternatives or any refund legally due.
Nothing in this cancellation policy limits statutory consumer rights under Australian law.
6. Booking Changes and Amendments
Customers requesting changes to a confirmed chauffeur booking should contact Encore Chauffeur as early as possible.
Amendments may include changes to pickup time, travel date, destination, vehicle category, passenger count, luggage requirements, flight details or journey itinerary.
All amendments are subject to vehicle availability and operational requirements.
Changes may result in additional charges or a revised fare. Encore Chauffeur will communicate material pricing changes before proceeding with an amended booking.
7. Melbourne Airport Transfers and Flight Information
Encore Chauffeur provides pre-booked airport chauffeur transfers for Melbourne Airport and Avalon Airport, subject to availability.
Customers should provide accurate airline, flight number, travel date, terminal and contact information when requesting airport transportation.
Flight schedules may change because of airline delays, cancellations, baggage collection, airport operations or other circumstances outside the chauffeur’s control.
Airport pickup arrangements, flight monitoring, waiting allowances and meet-and-greet services must be confirmed during booking.
Customers should follow the agreed airport meeting instructions and contact Encore Chauffeur promptly if they cannot locate their chauffeur.
For departures, customers should allow sufficient time for traffic, airport check-in and airline requirements.
8. Chauffeur Waiting Time and Additional Stops
Waiting time arrangements depend on the journey and conditions agreed during booking.
Airport transfers and non-airport chauffeur pickups may have different waiting allowances.
The currently published pricing information provides for airport waiting arrangements and an initial allowance for non-airport pickups, with additional waiting charges where applicable.
Extended waiting, unplanned stops, route changes or additional destinations may result in extra charges.
Customers should request approval and confirm any revised fare before proceeding with significant itinerary changes.
9. Luxury Chauffeur Vehicle Availability and Substitutions
Encore Chauffeur offers a selection of executive sedans, luxury chauffeur cars, SUVs, people movers and group transportation vehicles.
Vehicle availability depends on the requested date, pickup time, journey requirements and passenger capacity.
Customers may request a particular vehicle or model, but availability is not guaranteed until confirmed.
If a requested vehicle becomes unavailable, Encore Chauffeur may offer a suitable alternative, subject to customer acceptance where the substitution materially changes the agreed service.
Passenger capacity, luggage space and special requirements should be confirmed before booking.
Explore our available vehicles on the Encore Chauffeur Fleet page.
10. Passenger Conduct and Travel Safety
Passengers must follow reasonable safety instructions provided by the chauffeur and comply with applicable road safety laws.
Seatbelts must be worn where legally required, and passengers must not exceed the vehicle’s approved seating capacity.
The following activities are not permitted:
- Smoking or vaping inside the vehicle
- Illegal activities
- Threatening or abusive behaviour
- Deliberate vehicle damage
- Actions that endanger passengers or the chauffeur
- Conduct that interferes with safe vehicle operation
Encore Chauffeur may refuse or discontinue transportation where reasonably necessary for safety or legal compliance.
11. Child Seats and Child Passenger Safety
Customers travelling with infants or children must advise Encore Chauffeur of the number and ages of children when booking.
Appropriate child restraints must be arranged in accordance with applicable Victorian road safety requirements.
Child seats are subject to availability and any applicable charges disclosed before booking confirmation.
Customers should not assume that a child restraint will be supplied unless expressly confirmed.
12. Luggage and Personal Belongings
Customers should disclose large suitcases, oversized baggage, prams, mobility equipment or other items requiring additional storage space before booking.
All luggage must fit safely within the vehicle’s available storage capacity.
Passengers are responsible for checking that they have collected their belongings before leaving the vehicle.
If an item is left behind, customers should contact Encore Chauffeur promptly so reasonable assistance can be provided.
Any arrangements for returning lost property will be discussed with the customer.
13. Travel Delays and Unforeseen Circumstances
Chauffeur journeys may be affected by traffic congestion, road closures, accidents, severe weather, airport disruptions, vehicle breakdowns or circumstances outside reasonable operational control.
Encore Chauffeur will make reasonable efforts to communicate significant delays and arrange practical alternatives where possible.
Customers should allow appropriate travel time for airport departures, business meetings, appointments and other time-sensitive commitments.
Nothing in these terms excludes liability that cannot lawfully be excluded.
14. Vehicle Cleaning and Damage Policy
Passengers are expected to treat chauffeur vehicles with care and respect.
Where a passenger causes damage or cleaning requirements beyond ordinary vehicle use, Encore Chauffeur may seek recovery of reasonable, documented costs to the extent permitted by law.
Any proposed damage or cleaning charge should be reasonably explained and supported by appropriate evidence.
15. Special Requests and Accessibility
Customers should communicate accessibility needs, mobility assistance requirements, special luggage, multiple stops or other relevant requests before confirming a booking.
Encore Chauffeur will assess whether a suitable vehicle and service arrangement can be provided.
Special requests are subject to operational suitability and availability and are not guaranteed until expressly confirmed.
16. Privacy and Personal Information
Encore Chauffeur may collect personal information when customers submit enquiries, request quotes or confirm chauffeur bookings.
This information may include contact details, pickup and destination addresses, travel dates, flight information and other details needed to arrange transportation.
Personal information may be used to respond to enquiries, manage bookings, communicate service updates and administer chauffeur services.
For more information, please review our Privacy Policy.
17. Australian Consumer Law and Customer Rights
Encore Chauffeur operates subject to applicable Australian laws, including the Australian Consumer Law.
These Terms & Conditions do not exclude, restrict or modify consumer guarantees, statutory remedies or other rights that cannot lawfully be excluded.
Where chauffeur services fail to meet applicable consumer guarantees, customers may be entitled to remedies under Australian law.
Any contractual cancellation, refund or liability provision must be interpreted consistently with those statutory rights.
18. Website Information and Disclaimer
Encore Chauffeur aims to maintain accurate information about chauffeur services, vehicle options, pricing and booking arrangements on its website.
Published information may change as services, availability or operating conditions are updated.
Vehicle photographs may illustrate a vehicle model or category and do not necessarily guarantee a particular vehicle for an individual booking.
Customers should rely on their confirmed booking details and agreed fare for their individual journey.
Website content, photographs and branding remain the property of their respective owners and must not be reproduced without appropriate permission.
19. Changes to Our Terms & Conditions
Encore Chauffeur may update these Terms & Conditions to reflect operational, legal or service changes.
The version applicable to a confirmed booking depends on the terms agreed when that booking was accepted, unless a later change is mutually agreed or required by law.
Customers are encouraged to review this page periodically for updated information.
20. Contact Encore Chauffeur Melbourne
For chauffeur booking questions, cancellations, amendments or enquiries about these Terms & Conditions, please contact:
Encore Chauffeur
Address: 25 Heron Dr, Mickleham VIC 3064, Australia
Phone: +61 476 233 200
Email: info@encorechauffeur.com.au
Website: https://encorechauffeur.com.au/