Our Commitment to You: Policies for Peace of Mind
At Prime Chauffeurs Melbourne, our service commitment extends beyond the drive. We offer clear, transparent policies on booking, cancellations, and the highest standards of safety and cleanliness, ensuring you travel with complete confidence.
Booking and Cancellation Policy:
We operate with flexibility and fairness at the core of our reservation system. Please review our terms below.
Policy Aspect - Detail & Term
Booking Confirmation
All bookings are instantly confirmed via email upon receipt of payment or deposit, detailing the fixed price, vehicle type, and chauffeur contact information.
Payment Terms
Full payment is often requested at the time of booking to secure your reservation. For established corporate accounts, payment terms are net 7 days unless otherwise agreed.
Free Cancellation Window
Cancellations made more than 12 hours prior to the scheduled pick-up time will receive a full refund.
Late Cancellation Fee
Cancellations made between 4 and 12 hours prior to the scheduled pick-up time will incur a 50% cancellation fee of the total fare.
No-Show / Last-Minute Cancellation
Cancellations made less than 4 hours prior to the scheduled pick-up time, or a passenger 'No-Show' at the designated time/location, will incur a 100% charge (no refund).
Flight Delays
Flight tracking is complimentary. In the event of a flight delay, your chauffeur's schedule is automatically adjusted. You will not be charged for waiting time due to a flight delay.
Wait Time (Non-Airport)
A complimentary waiting period of 15 minutes is provided for all non-airport transfers (e.g., hotel, private residence). After this grace period, a charge will apply in 15-minute increments based on the vehicle's hourly rate.
Booking and Cancellation Policy
We operate with flexibility and fairness at the core of our reservation system. Please review our terms below.
Safety and Hygiene Policy (The Prime Cleanliness Guarantee)
Your health and safety are our highest priorities. Our comprehensive protocols ensure a clean, secure, and worry-free environment across our entire fleet.
1. Fleet Hygiene Standards
Every vehicle in the Prime Chauffeurs fleet adheres to a rigorous cleaning protocol:
- Deep Sanitisation: Vehicles are deep-cleaned and sanitised before and after every single transfer, focusing on high-touch surfaces (door handles, seatbelts, armrests, window controls, and payment terminals).
- Air Quality: Vehicle cabins are well-ventilated and kept pristine.
- Complimentary Amenities: Hand sanitiser and bottled water are available in the rear cabin for all passengers.
2. Professional Chauffeur Protocols
Our chauffeurs are essential to maintaining a safe environment:
- Health Checks: Chauffeurs are required to confirm they are in good health before starting their shift.
- Discretion and Distance: Chauffeurs maintain respectful social distancing wherever possible and will handle luggage with care and attention to hygiene protocols.
- Licensing and Vetting: All Prime Chauffeurs are fully licensed, accredited, and subjected to regular background checks, ensuring the highest standards of professionalism and safety on the road.
3. Vehicle Safety and Maintenance
We guarantee mechanical reliability as part of our premium promise:
- Scheduled Maintenance: All vehicles undergo stringent, regularly scheduled manufacturer maintenance checks that go above and beyond statutory requirements.
- Insurance and Registration: Every vehicle is fully insured and registered for commercial passenger service in Victoria.
