Question 1

When is my booking confirmed?

Accepted Answer

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.

Question 2

Can ASChauffeured decline a booking request?

Accepted Answer

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.

Question 3

Do I need to pay in full?

Accepted Answer

Full payment is required before a booking is confirmed unless an approved corporate account arrangement is active.

Question 4

Can I change my booking?

Accepted Answer

You may request changes to a confirmed booking more than 24 hours before pickup. Changes are subject to availability and the fare may be recalculated. Hourly / As Directed passengers may add or change stops during the service without 24 hours' notice; actual duration and distance are reconciled at completion.

Question 5

What is the cancellation and refund policy?

Accepted Answer

For standard bookings, cancellation requests received 48 hours or more before pickup are eligible for a full refund with no Stripe fees deducted. Requests received more than 24 but less than 48 hours before pickup are eligible for a 50% refund. Requests received 24 hours or less before pickup, including exactly at the 24-hour mark, are not eligible for a refund. To cancel or request any refund, contact ASChauffeured directly. Every refund is reviewed and handled manually. Maybach S 680, Maybach GLS 600 and VIP Sprinter bookings are non-refundable regardless of notice.

Question 6

What happens if the passenger does not show up?

Accepted Answer

For airport pickups, the chauffeur does not leave simply because complimentary waiting has expired. Paid waiting applies and the chauffeur remains until the passenger is onboard or ASC dispatch gives another instruction. For other pickups, or where the passenger cannot be contacted and dispatch ends the pickup, the booking may be treated as a no-show. No-shows are 100% non-refundable.

Question 7

Are Maybach, VIP Sprinter, wedding and event bookings refundable?

Accepted Answer

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.

Question 8

How long do refunds take?

Accepted Answer

Contact ASChauffeured directly to request a refund. Every request is reviewed and handled manually. Once an approved refund has been processed, the time for it to appear depends on the bank, card provider or payment platform and is usually 5-10 business days.

Question 9

Do you track flights?

Accepted Answer

Airport pickup timing is based on the actual aircraft gated time, not only the scheduled arrival time, when correct flight details are supplied.

Question 10

What happens if my flight is delayed?

Accepted Answer

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.

Question 11

What happens if my flight is cancelled?

Accepted Answer

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.

Question 12

Do airport pickups include meet-and-greet?

Accepted Answer

Every airport pickup includes complimentary meet-and-greet with a passenger name board. International passengers are met at the designated arrivals exit after customs and biosecurity; domestic passengers are met at the relevant terminal exit. Name board details should be provided at booking.

Question 13

Is airport parking included?

Accepted Answer

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.

Question 14

What in-vehicle amenities are included?

Accepted Answer

Every journey includes complimentary Evian bottled water, in-vehicle phone charging and Wi-Fi. Wi-Fi connectivity may vary with mobile network coverage.

Question 15

How are ASChauffeured chauffeurs screened and trained?

Accepted Answer

Chauffeurs undergo criminal-history screening, identity and Australian right-to-work verification (including visa status where applicable), licence and accreditation checks, driving-record review, and ASChauffeured service-standards training.

Question 16

Do you offer meet-and-greet at cruise terminals, hotels or venues?

Accepted Answer

Meet-and-greet at cruise terminals, hotels or venues can be requested, but it is not included by default.

Question 17

How much complimentary waiting time is included?

Accepted Answer

Complimentary waiting time is 15 minutes for standard pickups, 30 minutes for domestic airport pickups from actual gated time, and 60 minutes for international airport pickups from actual gated time.

Question 18

What happens after complimentary waiting time is used?

Accepted Answer

Additional waiting time is charged by the minute based on the selected vehicle's hourly rate. For airport pickups, the chauffeur remains until the passenger is onboard or ASC dispatch gives another instruction, so the passenger should keep their phone available and stay in contact. Additional airport or venue parking may also apply.

Question 19

Is the online quote final?

Accepted Answer

The amount shown before payment includes the fare, selected extras, estimated tolls and estimated parking where applicable. The booking price is confirmed by ASChauffeured against the route, vehicle, time, passenger count, luggage and service requirements.

Question 20

Are tolls and parking included?

Accepted Answer

The system adds estimated tolls and parking to the amount shown before payment. If actual tolls or parking exceed the estimate, only the difference may be charged later after ASChauffeured notifies you.

Question 21

Can extra charges apply after payment?

Accepted Answer

A confirmed booking covers the agreed service details. Additional waiting, stops, route or service changes may incur charges after ASChauffeured notifies you. If actual tolls or parking exceed the estimates already included in the amount shown, only the difference may be charged later. For Hourly / As Directed bookings, stops may be changed during service and charges are reconciled from actual duration and distance.

Question 22

What is the minimum hourly booking?

Accepted Answer

Every Hourly / As Directed booking has a 2-hour minimum, regardless of vehicle class or booking date.

Question 23

How much distance is included in hourly bookings?

Accepted Answer

Hourly bookings include 20 km per booked hour. Extra kilometres are charged additionally.

Question 24

Can I add or change stops during an hourly booking?

Accepted Answer

Yes. Stops may be added or changed during the service without 24 hours' notice. At completion, actual total duration and distance are assessed; additional time and distance beyond 20 km per booked hour are charged at the confirmed excess rates.

Question 25

Do night or public-holiday surcharges apply to hourly bookings?

Accepted Answer

No. Bookings confirmed as Hourly / As Directed are exempt from night and public-holiday surcharges. Actual tolls, parking, excess distance, additional time and selected extras remain payable.

Question 26

Are full-day hourly bookings refundable?

Accepted Answer

No. Full-day hourly bookings are non-refundable once confirmed.

Question 27

Do you guarantee the exact vehicle?

Accepted Answer

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.

Question 28

Can you use partner vehicles?

Accepted Answer

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.

Question 29

Do you provide baby seats or child seats?

Accepted Answer

If you request a baby seat, child seat or booster at the time of booking, ASC will provide one for the trip.

Question 30

What details should I provide for a child seat?

Accepted Answer

Please provide the child's age and any relevant size details so the correct seat type can be arranged.

Question 31

What if I did not request a child seat but arrive with a child?

Accepted Answer

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.

Question 32

Do I need to tell you how much luggage I have?

Accepted Answer

Please provide the passenger count, luggage count and any oversized luggage such as prams, golf clubs, sports equipment or large cases when booking.

Question 33

What happens if there is more luggage than declared?

Accepted Answer

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.

Question 34

Are pets allowed?

Accepted Answer

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.

Question 35

Do you provide wheelchair-accessible transport?

Accepted Answer

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.

Question 36

What behaviour is not allowed in the vehicle?

Accepted Answer

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.

Question 37

What happens if the vehicle is damaged or soiled?

Accepted Answer

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.

Question 38

Can I add a stop or change the destination?

Accepted Answer

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.

Question 39

How does ASC handle passenger privacy?

Accepted Answer

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.

Question 40

Can ASC take photos or use images for marketing?

Accepted Answer

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.

Question 41

What happens if I leave something in the vehicle?

Accepted Answer

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.

Question 42

How do I raise a complaint or dispute?

Accepted Answer

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.

Question 43

Do you offer corporate accounts?

Accepted Answer

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.

Question 44

Where does ASChauffeured operate?

Accepted Answer

ASC is Sydney based and focuses on Greater Sydney, Sydney Airport, premium Sydney suburbs and selected NSW destinations. Major interstate events, VIP movements and multi-day bookings may be quoted separately based on route, vehicle, time, waiting, return logistics and any additional driver arrangements required.

Frequently Asked Questions

Questions & Answers

Still have questions?

When is my booking confirmed?

Can ASChauffeured decline a booking request?

Do I need to pay in full?

Can I change my booking?

What is the cancellation and refund policy?