Terms & Conditions

01Acceptance and Application

These Booking Terms and Conditions ("Terms") apply once we accept your booking in writing and you have paid the required deposit or full payment, whichever applies to your booking. They apply to all bookings with Ram Naryan Pty Ltd, trading as LORQEN, Affordable Chauffeur Services, Affordable Limo Services, and Affordable Wine Tours ("we", "us", "our"), unless otherwise agreed in writing, regardless of which of our trading names or websites you booked through, as all are operated by the same legal entity. General use of our websites is instead governed by our Website Disclaimer.

We will make these Terms available to you, including our applicable rates and any waiting-time or other additional charges, before you pay a deposit or confirm your booking, so that you know the cost or the basis on which it will be calculated in advance.

These Terms should be read together with our Privacy Policy and Website Disclaimer, available on our websites, and our Child Safe Environment Policy, available on request.

All prices are in Australian dollars (AUD) and inclusive of GST unless stated otherwise.

02Definitions

Client, Customer, you, or your means the person, company, or other entity that makes the booking and is responsible for these Terms.

Passenger means any person, including the Customer, who travels under a booking made by the Customer.

Booking means a reservation confirmed by us in writing in accordance with clause 3.

Services means chauffeured transport, wine tour transportation, transfer services, event transport, airport transfers, and any related services supplied by us.

03Bookings and Acceptance

Bookings may be made by phone, email, website, online platform, or any other approved method.

A booking is confirmed only once we issue a written Booking Confirmation, after we have received the required deposit or full payment, unless otherwise agreed in writing. Issuing a quote or invoice, or confirming vehicle availability, does not by itself confirm a booking.

The person making the booking is the customer under these Terms. You are responsible for making these Terms available to any other passenger travelling under your booking, for ensuring they comply with the conduct and safety requirements in these Terms, and for any damage or additional cost caused by a passenger under your booking.

You must provide accurate booking details, pickup and drop-off details, passenger details, flight details where relevant, and a valid contact number.

If you make a booking on behalf of another person, you confirm that you have their consent to arrange the booking and to provide us with their name, contact details, and other relevant information as required to deliver the Services.

You must not use our Services, or attempt to make a booking, for any illegal, fraudulent, or harmful purpose.

Bookings may be limited in capacity depending on the number of other bookings we have accepted for the same time or date. We will advise you at the time of enquiry if we are unable to accommodate your requested booking due to capacity.

04Quotes, Pricing and Invoices

Quotes are subject to vehicle availability and are valid for thirty (30) days unless a shorter period is stated on the quote.

Quoted prices may include only the items specifically stated in the quote or invoice. Additional charges may apply for parking, airport access, tolls, government levies, waiting time, route changes, extra stops, overtime, cleaning, damage, child or booster seats, or other agreed costs.

For South Australian chauffeur and point-to-point services, fares are not regulated taxi fares and are determined by the agreed quote, invoice, hourly rate, transfer rate, package rate, or other agreed pricing before the journey begins.

Any applicable point-to-point levy, airport fee, toll, or parking charge may be included in the quote or charged separately if disclosed before confirmation.

We may provide a quote or invoice before payment. Once the required deposit or full payment has been received and your booking is accepted, we will issue a written Booking Confirmation setting out the fees payable for the Services.

05Deposits and Payment

A deposit may be required to secure a booking date, in the amount stated on your quote or invoice. The deposit forms part of the total price for your booking and is credited towards it, unless your quote states otherwise. Full payment is required before the service commences, except that some wedding or special-event bookings may be confirmed and secured by deposit alone, with the balance payable as set out on your quote or invoice.

Unless otherwise agreed in writing, full payment must be received before the service commences.

We may accept payment by bank transfer, cash, credit card, debit card, Square invoice, or any other approved method.

We do not impose a separate surcharge for payments made by card.

06Refunds and Processing Fees

Where a refund is payable under these Terms, the refund will be processed to the original payment method unless otherwise required by law or agreed by us in writing.

If the original payment was made by a card-based payment method and you cancel for reasons not related to our failure to comply with the Australian Consumer Law, we may retain or deduct the actual non-refunded processing fee charged to us for that transaction, provided this was clearly disclosed before you paid and is permitted by law.

No fee on direct bank payments. If you paid us directly by bank transfer (BSB and account number) or PayID, no processing fee applies to your payment, and none will be retained or deducted from any refund.

Where we are required to provide a refund because we have failed to comply with the Australian Consumer Law, we will refund any surcharge or card processing fee together with the main charge, to the extent required by law.

07Waiting Time

Waiting time charges apply only where your driver and vehicle are available and waiting at the agreed pickup point from the confirmed pickup time. If your driver arrives late, waiting time is calculated from the time they actually arrive, not the confirmed pickup time, and you will not be charged for our driver's lateness.

A complimentary waiting period of fifteen (15) minutes applies to non-airport bookings. For airport bookings, see the complimentary periods in clause 8.

After the applicable complimentary waiting period, waiting time is charged per fifteen (15) minute block or part thereof, according to the vehicle category booked, as set out below. This rate table applies to both non-airport and airport bookings.

The applicable vehicle category and rate will be confirmed on your quote or booking confirmation.

08Airport Flight Tracking, Waiting Time and No-Shows

Where you provide a correct and trackable flight number, we will monitor the flight and calculate the complimentary airport waiting period from the actual landing time recorded by the airline, airport, or our reasonable flight-tracking source, rather than the originally scheduled arrival time. The scheduled arrival time is used for planning purposes only, and no waiting charge applies merely because a flight arrives later than originally scheduled.

The following complimentary waiting periods apply:

• Domestic airport arrivals: 30 minutes from the tracked actual landing time.
• International airport arrivals: 60 minutes from the tracked actual landing time.

Once the applicable complimentary waiting period expires, waiting charges apply at the rates stated in clause 7 while the driver and vehicle remain available for the pickup.

During the first 10 minutes after the complimentary waiting period expires, the driver will make reasonable attempts to contact you, and waiting charges apply during this additional 10-minute contact period. If you cannot be contacted and do not arrive during that period, the booking may be treated as a no show. This means a domestic airport booking may be treated as a no show 40 minutes after the tracked actual landing time, and an international airport booking may be treated as a no show 70 minutes after the tracked actual landing time. If contact is made and you require additional time, the driver may continue waiting, subject to driver and vehicle availability and the applicable waiting charges.

If you provide an incorrect flight number, do not provide sufficient flight information, or the flight cannot reasonably be tracked, the complimentary waiting period will instead be calculated from the airport pickup time stated in your Booking Confirmation.

Waiting charges will not apply for any period during which the driver or vehicle is not ready and available for the pickup due to a delay attributable to us.

If a flight is cancelled, diverted, or materially delayed, we will use reasonable efforts to adjust the pickup arrangements, reschedule the transfer, or provide a suitable replacement driver or vehicle. If we are unable to provide the affected transfer and you do not accept an alternative arrangement, we will refund the amount paid for that transfer. Nothing in this clause limits any right or remedy available under the Australian Consumer Law.

09Time Extensions and Additional Time

Any request to extend the booking duration is subject to vehicle and chauffeur availability. Approved extensions are charged at the applicable hourly rate for the booked vehicle or service category. If no specific extension rate is stated, a minimum rate of $80 per hour applies, charged in fifteen (15) minute blocks or part thereof.

10Amendments and Last-Minute Changes

Any change to dates, times, routes, pickup location, drop-off location, number of passengers, luggage, vehicle requirements, service duration, or service type is subject to availability and approval.

Changes requested within forty-eight (48) hours of the scheduled service may be treated as a cancellation of the original booking and a new booking request, and may incur additional charges if they increase costs, require reallocation of vehicles or chauffeurs, or materially change the agreed service.

If we agree to move or reschedule a booking, any cancellation fee, reasonable and disclosed administration cost actually incurred, price difference, or other cost already incurred in relation to the original booking may still apply, subject to the Australian Consumer Law.

11Cancellations and No Shows

11.1 Standard Bookings. The following cancellation charges reflect our reasonable costs and lost booking opportunities arising from the cancellation, including vehicle allocation, driver scheduling, administration time, and any third-party costs that cannot be recovered. These amounts represent a genuine pre-estimate of our loss and are not a penalty.

• More than 48 hours before the scheduled service: no cancellation fee, but any lawful non-refundable processing fee disclosed under clause 6 may be retained where applicable.
• 24 to 48 hours before the scheduled service: 50% of the total booking value may be charged.
• 12 to 24 hours before the scheduled service: 75% of the total booking value may be charged.
• Less than 12 hours before the scheduled service, driver en route, passenger failure to attend, or no show: 100% of the total booking value may be charged.

We will not charge a cancellation fee that is higher than our reasonable costs and lost profits from the cancellation, having regard to the time of cancellation and whether we are able to rebook the service, as required under the Australian Consumer Law.

If a passenger has not attended the agreed pickup point by the end of the applicable complimentary waiting period, we will attempt to contact you by phone for a further ten (10) minutes, during which waiting charges continue to apply. If we are unable to reach you, or you do not respond, within that time, the booking may be treated as a no show. This means a non-airport booking may be treated as a no show 25 minutes after the confirmed pickup time.

11.2 Wedding and Special Events. Wedding, special-event, and other long-lead bookings may require a higher deposit, date retainer, or different cancellation terms if stated on the quote, invoice, or booking confirmation, given the date-blocking, premium vehicle allocation, and loss of other booking opportunities involved in reserving these bookings significantly in advance.

The cancellation tiers below apply based on how much notice you give before the scheduled service, regardless of when the booking was originally made. For example, if you book a wedding 3 weeks before the event date, the "less than 30 days" tier applies from the time of booking.

• More than 90 days before the scheduled service: any stated booking deposit or date-retainer may be retained.
• 30 to 90 days before the scheduled service: up to 50% of the total booking value may be charged or retained.
• Less than 30 days before the scheduled service: up to 100% of the total booking value may be charged or retained, where reasonably necessary having regard to vehicle allocation, third-party commitments, and the ability to rebook the date.

As with clause 11.1, we will not retain or charge an amount under this clause 11.2, including a deposit retained more than 90 days beforehand, that is higher than our reasonable costs and lost profits from the cancellation. Nothing in this clause limits any right or remedy available under the Australian Consumer Law where it cannot lawfully be excluded.

If we cancel a wedding, special-event, or standard booking for a reason within our control, and you do not accept a replacement vehicle, driver, or date, we will refund any amount you have paid for the affected service.

12Vehicle Allocation and Subcontracting

Vehicle type is subject to availability. If the booked vehicle becomes unavailable for reasons outside our reasonable control, we may provide a substitute vehicle of similar or better standard where reasonably practicable.

We may use suitably licensed, accredited, and insured subcontractors to perform all or part of the Services. Vehicles displayed on our websites, social media, marketing materials, or quotations may include vehicles owned or directly operated by us and vehicles supplied through approved subcontractors.

Photographs and vehicle descriptions are for general illustration unless a specific vehicle is expressly confirmed in writing.

13Passenger Conduct, Capacity, Damage and Cleaning

Passengers must comply with all lawful directions given by the chauffeur, including seatbelt requirements and reasonable safety directions.

Vehicles must not exceed legal seating or luggage capacity. It is your responsibility to book a suitable vehicle for the number of passengers and luggage items.

Smoking, vaping, illegal substances, and unsafe conduct are strictly prohibited in our vehicles.

Food and beverages other than water are not permitted unless approved by us in writing.

Soiling. If a passenger soils a vehicle or renders it unclean so that cleaning or deodorising is required before further use, the statutory soiling fee prescribed under regulation 105 of the Passenger Transport Regulations 2024 (SA), currently $88, may be charged.

Where the same incident causes reasonable cleaning, deodorising, repair, or directly resulting vehicle-unavailability costs exceeding the statutory fee, you may also be responsible, to the extent permitted by law, for the additional reasonable and documented loss actually incurred. Any statutory soiling fee paid will be credited against that amount so there is no double recovery.

You are also responsible for any other loss or damage to a vehicle caused by you or any passenger under your booking. We will provide written notice and reasonable supporting evidence for any charge under this clause, such as photographs, cleaning or repair invoices, or an itemised cost calculation. No charge applies for ordinary wear and tear.

14Assistance Animals

In accordance with the Disability Discrimination Act 1992 (Cth) and applicable South Australian legislation, assistance animals (including guide dogs and hearing dogs) are welcome in all our vehicles at no additional charge. We will make reasonable adjustments to accommodate passengers travelling with an assistance animal. Other than an assistance animal, pets are not permitted in our vehicles without our prior written consent.

15Passengers Under 18

Our services may include children and young people only when they travel in the vehicle with a parent, guardian, or other responsible adult. We do not offer or accept school-formal transport bookings, and we do not accept bookings for any passenger under 18 to travel without a parent, guardian, or other responsible adult in the vehicle.

Any booking involving a passenger under 18 must be made by an adult, who must provide accurate information relevant to the journey, including any child-restraint or other safety requirements. Our handling of personal information relating to children, and our broader child-safety arrangements, are set out in our Privacy Policy and Child Safe Environment Policy.

16Child and Booster Seats

If your booking includes a passenger requiring a child seat or booster seat, please advise us at the time of booking so we can arrange an appropriate, compliant restraint. A fee of $35 applies for a child seat and $20 for a booster seat. Alternatively, you may provide your own compliant child or booster seat at no charge; you are responsible for ensuring it meets Australian Standard AS/NZS 1754.

Any child seat or booster seat we supply complies with Australian Standard AS/NZS 1754. All passengers must comply with applicable seatbelt and child-restraint laws. Our drivers will comply with their legal obligations and will install and check any child restraint supplied by us before travel. Our drivers are not certified professional child-seat fitters; the accompanying parent or guardian is welcome to check the fitting before the journey begins and raise any concern with the driver immediately.

If a child seat or booster seat was not requested in advance and is required for the booking to proceed safely, we may be unable to carry that passenger. Any amount retained or charged in that situation will be determined under the applicable cancellation or no-show provisions in clause 11, and will not exceed our reasonable costs and losses.

17Alcohol

We do not currently supply, serve, or provide alcohol as part of any of our services, including our wine tour transportation services; our role is limited to providing transport to and from venues. If we obtain a liquor licence and begin supplying or serving alcohol as part of our services in the future, these Terms will be updated to include the relevant conditions before that occurs.

Unless expressly included in your quote, you are responsible for arranging and paying for any winery or venue reservations, tasting fees, meals, and admission charges. Venue availability, opening hours, and terms of entry are controlled by the relevant venue, not by us; see our Website Disclaimer for further detail.

18Refusal, Suspension or Termination of Service

We may refuse, suspend, or terminate the Services if a passenger is so intoxicated that they cannot travel safely, or is abusive, violent, unsafe, carrying illegal items, exceeds vehicle capacity, or otherwise creates a safety, behavioural, or property risk to the chauffeur, vehicle, other passengers, or the public. Where service is refused or terminated for passenger misconduct, any amount we retain will reflect the service already supplied and our reasonable costs and losses resulting from the passenger's conduct, subject to the Australian Consumer Law.

19Unforeseen Circumstances

While every effort is made to provide the Services as scheduled, we are not liable for delay, interruption, or inability to perform the Services to the extent caused by circumstances beyond our reasonable control, including traffic congestion, road closures, accidents, security incidents, government directions, extreme weather, natural disasters, industrial action, supplier failure, airport disruption, public events, illness, or mechanical breakdown.

If an unforeseen circumstance occurs, we may provide a reasonable substitute vehicle or chauffeur, amend the booking time, suspend the service, or cancel the affected part of the service where reasonably necessary. If we cannot provide the affected service, we will use reasonable efforts to offer a suitable replacement or reschedule the booking; if no suitable alternative is available or accepted, we will refund the amount paid for the affected service. Nothing in this clause limits any right or remedy available under the Australian Consumer Law where it cannot lawfully be excluded.

20Lost Property

We will make reasonable efforts to return lost property left in a vehicle where practicable. Lost property may be retained, stored, or disposed of in accordance with applicable law and operational requirements. Return or delivery of lost property may attract a reasonable handling, postage, or administration fee.

21Chargebacks and Payment Disputes

If you dispute a payment, you agree to first contact us and give us a reasonable opportunity to resolve the issue before initiating a chargeback, unless immediate escalation is required by law or card scheme rules. We may provide quotes, invoices, booking records, communications, and signed or electronic records to payment processors or financial institutions in order to respond to any dispute or chargeback. Where a chargeback or payment dispute is resolved in our favour, you must reimburse the documented third-party bank or payment-provider fees actually and reasonably incurred by us as a direct result, to the extent lawfully recoverable.

22Privacy and Photography

We collect, hold, use, and disclose personal information only as reasonably necessary to provide the Services, in accordance with our Privacy Policy, available on our websites or on request. Where a booking involves a passenger under 18, our approach to that information is set out in our Privacy Policy and Child Safe Environment Policy.

From time to time, we may ask to take photographs or video during a booking (for example, of your vehicle or your event) for use in our marketing, including on our websites, our Google Business Profile, our Facebook page, Instagram, and tourism website listings. We will only do so with the specific consent of each identifiable adult appearing in the photograph or video, given at the time, which they are free to decline without affecting the transport service provided. If you or another identifiable person later changes their mind, you may ask us to remove any published image, and we will take reasonable steps to do so within the channels we control. We do not photograph or feature a passenger under 18 for marketing purposes without the express consent of their parent or legal guardian, or another adult who confirms that they have authority from the parent or legal guardian, consistent with our Child Safe Environment Policy. Further detail is set out in our Privacy Policy.

23Warranties

We warrant that we hold the licences, accreditations, and insurance necessary to lawfully provide the Services in South Australia. Nothing in this clause limits your rights under the Australian Consumer Law, which are set out in clause 24.

24Liability and Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law or any other law where that cannot lawfully be excluded.

These Terms must be read subject to the Australian Consumer Law. If any provision of these Terms would otherwise operate to exclude, restrict, or modify a consumer guarantee or remedy that cannot lawfully be excluded, that provision is to be read down or severed to the extent necessary.

25South Australia Transport Compliance

Our services operate exclusively as pre-booked chauffeur services and are not available for rank and hail or street hail work where prohibited by South Australian law. All services are supplied using appropriately accredited booking services where required by law, and using properly licensed, accredited, registered, and insured drivers, operators, and vehicles, including approved subcontractors where applicable. Our services are supplied in accordance with applicable Passenger Transport legislation and regulations in South Australia.

26Complaints and Dispute Resolution

If you have a concern about our services, please contact us using the contact details published on the relevant website for LORQEN, Affordable Chauffeur Services, Affordable Limo Services, or Affordable Wine Tours. We will acknowledge your complaint within 7 days and aim to provide a substantive response within 30 days.

If a complaint or concern specifically relates to the safety of a child, please refer to the complaints process in our Child Safe Environment Policy. General passenger transport complaints not resolved through our internal process can be escalated to the Department for Infrastructure and Transport's Accreditation and Licensing Centre. General consumer complaints can be raised with Consumer and Business Services SA. The Australian Competition and Consumer Commission accepts reports about conduct but does not resolve individual customer disputes; consumer law claims are ordinarily pursued through the appropriate South Australian court.

If a dispute cannot be resolved through the above process, either party may give the other written notice of the dispute and its proposed resolution. The parties agree to meet in good faith to attempt to resolve the dispute. If this does not resolve the matter within a reasonable time, either party may propose that the dispute be referred to mediation by an agreed, independent mediator. Nothing in this clause limits either party's right to seek urgent relief from a court, or your rights under the Australian Consumer Law.

27Governing Law and Website Use

These Terms are governed by the laws of South Australia, and the parties submit to the non-exclusive jurisdiction of the courts of South Australia.

These Terms apply to a booking however it was made, including through our websites, social media pages, online forms, third-party booking platforms, email, or messaging systems, once that booking is confirmed under clause 3. An enquiry alone, made through any of these channels, does not attract these Terms. Any description of services, vehicles, seating capacity, luggage capacity, tours, or packages on our websites or marketing material is subject to availability, booking details, legal capacity limits, safety requirements, and written confirmation.

28Notices

Any formal notice under these Terms must be in writing and in English, and sent to the email address you provided at booking, or to the relevant email address published on our websites. A notice sent by email is treated as received on the next business day, unless the sender receives a failure notice.

29Updates to These Terms

We may update these Terms from time to time. The version made available to you before your booking is confirmed under clause 3 applies to that booking; a later update does not apply retrospectively to a booking already confirmed. The updated Terms will be posted on our websites with a revised "last updated" date.

30Unfair Terms and Severability

To the extent that any provision of these Terms is found to be unfair, void, or unenforceable under the Australian Consumer Law or any other applicable law, that provision will be read down or severed to the extent necessary, and the remainder of these Terms will continue in full force and effect.

31No Waiver

If we do not enforce a right or provision under these Terms on one occasion, this does not mean we waive that right or provision, and we may still enforce it at a later time.

32Entire Agreement

These Terms, together with your accepted quote and booking confirmation, form the agreement between you and us for your booking, and supersede any prior agreement, understanding, or arrangement between you and us, whether oral or in writing, unless otherwise agreed in a specific written quote or booking confirmation, which will prevail over these Terms to the extent of any inconsistency. Our Privacy Policy explains how we handle personal information, and our Website Disclaimer governs the use of our websites; our Child Safe Environment Policy is an organisational policy and does not form part of your booking contract.