Frequently Asked Questions
Find answers to common questions about ASChauffeured luxury chauffeur services, pricing, fleet, waiting times, airport transfers and booking policies.
When is my booking confirmed?
Your booking is confirmed only after ASChauffeured has accepted the booking details and full payment has been received. A quote request, enquiry form or availability request does not confirm a booking.
Can ASChauffeured decline a booking request?
ASChauffeured may decline a request before confirmation if the service is unavailable, unsuitable, unsafe, incomplete, outside our operating requirements or unable to be delivered to our standard.
Do I need to pay in full?
Full payment is required before a booking is confirmed unless an approved corporate account arrangement is active.
Can I change my booking?
You may request changes more than 24 hours before pickup. Changes are subject to availability and the fare may be recalculated if the route, time, vehicle, luggage, passenger count, waiting time, parking, tolls or service type changes. Changes requested within 24 hours of pickup are not guaranteed and may incur additional charges.
What is your cancellation policy for standard bookings?
For standard bookings, cancellations made more than 24 hours before pickup may be eligible for a refund. Cancellations made within 24 hours of pickup are 100% non-refundable.
What happens if the passenger does not show up?
If the passenger does not appear after the complimentary waiting period, the booking may be treated as a no-show. No-shows are 100% non-refundable.
Are Maybach, VIP Sprinter, wedding and event bookings refundable?
No. Bookings involving Maybach S 680, Maybach GLS 600, VIP Sprinter, weddings, events, formals or full-day hourly hire are non-refundable once confirmed. These bookings require dedicated vehicle and chauffeur allocation and the time is reserved exclusively for the client.
How long do refunds take?
Where a refund is approved, processing time depends on the bank, card provider or payment platform. Refunds are usually processed within 5-10 business days, depending on the payment provider.
Do you track flights?
Airport pickup timing is based on the actual aircraft landing time, not only the scheduled arrival time, when correct flight details are supplied.
What happens if my flight is delayed?
ASChauffeured will monitor the flight and adjust the pickup where possible. If the delay is significant, ASC may reassign the vehicle or chauffeur. The originally allocated vehicle or chauffeur cannot be guaranteed during extended delays.
What happens if my flight is cancelled?
If the original flight is cancelled due to circumstances outside the passenger's control, such as airline disruption, weather or airport operations, ASC may assist with a new flight pickup or refund where appropriate. If the cancellation or flight change is caused by the customer, or if incorrect flight details are provided and ASC is not notified in time, cancellation, no-show or dispatch-related charges may apply.
Do airport pickups include meet-and-greet?
Airport pickups include complimentary meet-and-greet. Name board details should be provided at booking.
Is airport parking included?
Airport meet-and-greet is complimentary, but airport parking is charged separately based on actual parking costs. If the passenger exceeds the complimentary waiting time, extra waiting time and additional airport parking may apply.
Do you offer meet-and-greet at cruise terminals, hotels or venues?
Meet-and-greet at cruise terminals, hotels or venues can be requested, but it is not included by default.
How much complimentary waiting time is included?
Complimentary waiting time is 15 minutes for standard pickups, 30 minutes for domestic airport pickups from actual landing time, and 60 minutes for international airport pickups from actual landing time.
What happens after complimentary waiting time is used?
Additional waiting time is charged by the minute based on the selected vehicle's hourly rate. The system calculates the relevant vehicle rate accurately to the minute. Additional airport parking or venue parking may also apply where the vehicle is required to wait longer than planned.
Is the online quote final?
Online quotes and estimates are preliminary until confirmed by ASChauffeured. The final confirmed price depends on the route, vehicle, time, passenger count, luggage, waiting time, tolls, parking and service requirements.
Are tolls and parking included?
The system quote may show estimated tolls and parking. Final charges may be adjusted based on the actual route, parking conditions, waiting time, extra stops or access costs. Airport parking is charged separately based on actual parking costs.
Can extra charges apply after payment?
A confirmed booking covers the agreed service details. Extra waiting time, extra parking, route changes, additional stops, additional distance, vehicle upgrades or passenger/luggage changes may incur additional charges.
What is the minimum hourly booking?
Hourly bookings have a 2-hour minimum.
How much distance is included in hourly bookings?
Hourly bookings include 20 km per booked hour. Extra kilometres are charged additionally.
Are full-day hourly bookings refundable?
No. Full-day hourly bookings are non-refundable once confirmed.
Do you guarantee the exact vehicle?
ASChauffeured will make every effort to provide the confirmed vehicle. If the original vehicle becomes unavailable due to circumstances outside ASC's control, such as a mechanical issue, accident, traffic disruption or previous booking delay, ASC may provide an equivalent or higher-grade vehicle.
Can you use partner vehicles?
ASC prioritises its own and directly managed fleet. Where required for availability, location coverage, special bookings or operational continuity, ASC may use vetted partner chauffeurs or vehicles. Approved partners must meet ASC standards for presentation, professionalism, safety, privacy, licensing and insurance.
Do you provide baby seats or child seats?
If you request a baby seat, child seat or booster at the time of booking, ASC will provide one for the trip.
What details should I provide for a child seat?
Please provide the child's age and any relevant size details so the correct seat type can be arranged.
What if I did not request a child seat but arrive with a child?
If a suitable child restraint has not been requested and is not available, ASC may refuse to transport the child for safety and legal compliance reasons. The booking may still be charged. Parents or guardians are responsible for ensuring the child is properly seated and secured.
Do I need to tell you how much luggage I have?
Please provide the passenger count, luggage count and any oversized luggage such as prams, golf clubs, sports equipment or large cases when booking.
What happens if there is more luggage than declared?
If the luggage exceeds the declared amount or the selected vehicle's safe capacity, ASC may need to upgrade or reassign the vehicle. Additional charges may apply and the original booking may not be able to proceed as planned.
Are pets allowed?
Pets require prior approval. A cleaning fee may apply. Service animals are allowed, but ASC should be informed in advance so the appropriate vehicle arrangements can be made.
Do you provide wheelchair-accessible transport?
ASC is not a dedicated wheelchair-accessible transport provider. If the passenger can enter and exit the vehicle independently or with assistance from a companion, ASC may be able to assist with foldable wheelchairs, walking frames or mobility aids. This must be advised at booking. Chauffeurs do not provide medical lifting or physical transfer assistance.
What behaviour is not allowed in the vehicle?
Smoking, vaping, drugs, unsafe behaviour, abusive behaviour and illegal activity are not permitted in ASC vehicles. Food, drinks and alcohol require prior approval. The chauffeur may refuse to start or continue the service if passenger behaviour affects safety, legality, vehicle condition or the chauffeur's ability to perform the service.
What happens if the vehicle is damaged or soiled?
Passengers are responsible for cleaning, repair, detailing and downtime costs caused by spills, stains, odour, vomiting, excessive mess or damage. Charges may vary depending on the vehicle, the severity of the issue and the actual cleaning or repair cost.
Can I add a stop or change the destination?
You may request route changes, extra stops or destination changes. Additional charges may apply based on distance, time, waiting, tolls, parking, airport or venue access costs and the selected vehicle rate. Acceptance of changes depends on chauffeur availability, schedule and operational feasibility.
How does ASC handle passenger privacy?
ASC treats passenger, itinerary and booking details confidentially. Information is shared only with the assigned chauffeur, dispatch team, authorised booking contacts and required payment or compliance providers. Chauffeurs should not discuss passenger identity, routes, private notes or booking details outside the service requirement.
Can ASC take photos or use images for marketing?
ASC will not publish identifiable passengers, private addresses, itinerary details or event details without consent. Vehicle-only photos may be taken where passengers and sensitive details are not identifiable. For weddings and events, client, planner or authorised contact approval is required before any photo or content is published.
What happens if I leave something in the vehicle?
Passengers are responsible for their personal belongings and valuables. ASC will make reasonable efforts to check the vehicle and contact the chauffeur if an item is reported missing, but ASC is not responsible for lost, damaged or forgotten items. If an item is found, pickup or courier delivery can be arranged at the customer's cost.
How do I raise a complaint or dispute?
Please contact ASC within 7 days of the service and provide your booking reference, trip date, contact details, issue description and any supporting evidence. ASC may review GPS records, route details, booking notes, chauffeur reports, communication records, dispatch records and payment information when investigating a dispute. Clients should contact ASC before starting a chargeback so the issue can be reviewed properly.
Do you offer corporate accounts?
Corporate accounts may be available for approved clients. Monthly invoicing, cost centres, booking references and matter codes may be supported where approved. Corporate accounts are subject to ASC approval, payment history, account terms and service volume. If an account is not approved, full payment is required before booking confirmation.
Where does ASChauffeured operate?
ASC operates across Sydney, Melbourne, Queensland and Canberra, with selected regional destinations and private tours available by quote. Long-distance, regional and interstate bookings are quoted separately based on route, vehicle, time, waiting, return logistics and any additional driver arrangements required.
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