1. Changing the booking
Contact ECR promptly about changes to times, pickup points, destinations, stops, flights, passenger numbers, luggage or vehicle needs. Changes depend on vehicle and driver availability. A requested change is confirmed only when ECR agrees to it in writing.
ECR will explain any effect on the fare, deposit, timing or cancellation terms before you accept the revised arrangements. If ECR cannot accommodate the request, the original booking remains in place unless both parties agree otherwise or you cancel under the applicable terms. A request to change details is not automatically treated as a cancellation.
2. Customer cancellations and cancellation costs
Cancel by emailing info@eliteclassrides.com.au or calling +61 0468 798 302, particularly when pickup is approaching. Give your name, booking reference and pickup details. Keep a record of the notice and ask for acknowledgement. ECR will consider receipt records and reliable evidence of when notice reached its published contact channel; a later staff acknowledgement does not itself move notice into a later fee window.
The existing cancellation amounts are retained as the proposed schedule for confirmed bookings. They apply only where disclosed and accepted before booking, reasonably justified and permitted by law.
| Notice before scheduled pickup | Proposed charge |
|---|---|
| More than 2 hours | $10.00 cancellation fee may apply |
| 2 hours or less, including exactly 2 hours | $10.00 plus 50% of the total booked fare |
The $10 fee is counted once. For a $100 booked fare, the late-cancellation example is $10 plus $50, giving $60, not an additional $10 on top of $60. The accepted quote should make clear the total booked fare on which the percentage is based.
ECR will take reasonable steps to reduce loss and consider costs saved, unused tolls or parking, and replacement work when assessing a charge. Charges will be adjusted where needed to avoid an excessive amount or double recovery. A breakdown can be requested. A lawful charge may be offset against payments already made, with any refundable remainder returned.
These customer-cancellation charges do not override remedies for a service failure or other rights under Australian Consumer Law. Any different booking-specific cancellation arrangement must be agreed in advance and remain lawful.
3. Late passengers, waiting and no-shows
Be at the agreed pickup point at the confirmed time and keep your phone available. If delayed, contact ECR as soon as possible. Any waiting allowance, waiting rate, no-show threshold and separate no-show charge must be disclosed before booking.
Before recording a no-show, ECR will check the agreed pickup point and make reasonable attempts to contact the traveller or booking contact. The confirmation should state that contact process and how long the driver will wait. ECR will not record a passenger no-show simply because its driver failed to attend the agreed place or time.
Waiting, no-show and cancellation charges must not be stacked to recover the same loss twice. Any charge remains subject to the accepted booking arrangements, reasonable loss and applicable law.
4. If ECR cancels, and how refunds are handled
If ECR cannot provide the confirmed service, it will notify you as soon as reasonably possible and discuss a suitable alternative. If no suitable alternative is accepted, ECR will refund payment for the service not provided and provide any other remedy required by law. A customer-cancellation fee does not apply merely because ECR cancels.
Where a refund is due, ECR will explain the calculation and arrange it without unreasonable delay, normally to the original payment method unless otherwise agreed. It will confirm processing progress; banks and payment providers may take additional time to show the refund. A credit voucher is offered only as an agreed option, not as a replacement for a refund required by law.
5. Consumer rights and related terms
These conditions operate subject to Australian Consumer Law and other applicable law. See the full Terms & Conditions for the booking agreement, service standards, privacy and complaints process.