Terms & Conditions of Service

Australian Consumer Law Notice

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; and 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. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Part 1 — General Provisions

1. Agreement

By accessing or using the Ausz Global App, Website, or any related services (collectively, the "Platform"), you (the "Client") agree to be bound by these Terms and Conditions ("Terms"). These Terms constitute a legally binding agreement between you and AUSZ GLOBAL Pty Ltd ("Ausz", "we", "us", or "our"). If you do not agree, you must not use the Platform.

2. Definitions

In these Terms:

• "Ausz" means AUSZ GLOBAL Pty Ltd (ABN 22 638 227 684), its employees, officers, agents, and contractors;
• "Client" means any person who accesses, registers for, or uses the Platform, whether on their own behalf or as an agent for a third party;
• "Driver" means a person duly authorised by Ausz to provide chauffeur services via the Platform;
• "Services" means the premium chauffeur and transportation services provided through the Platform;
• "Australian Consumer Law" or "ACL" means Schedule 2 of the Competition and Consumer Act 2010 (Cth);
• "Booking" means a confirmed reservation made by a Client for chauffeur services through the Platform.

3. Severability

If any provision of these Terms is held to be illegal, invalid, or unenforceable under any applicable law, that provision shall be severed to the extent required. The remaining provisions shall continue in full force and effect.

4. Amendments

Ausz may amend these Terms from time to time. We will provide at least 14 days' written notice of material changes via email or in-app notification to all registered Clients. Your continued use of the Platform after the notice period constitutes acceptance of the amended Terms. If you do not accept the amended Terms, you may cancel your account without penalty by contacting us at admin@auszglobal.com.au before the effective date.

5. Governing Law

These Terms are governed by the laws of the State of Victoria, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of Victoria, the Federal Court of Australia, and all courts competent to hear appeals from those courts.

Part 2 — Account Registration and Privacy

6. Account Registration

To access most features of the Platform, Clients must register for an Ausz account. By registering, you confirm that:

• you are aged 18 years or above, or have met the legal age of majority in your jurisdiction;
• all registration information you provide is accurate, complete, and current;
• you will promptly update your account information to maintain its accuracy;
• you are responsible for all activity that occurs under your account;
• you will maintain the security of your account credentials and notify us immediately of any unauthorised use.

7. Privacy and Personal Information

Ausz collects, uses, and discloses personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Specifically:

• We collect information including your name, address, phone number, email address, and payment details to provide the Services;
• Your information may be shared with Drivers (to the extent necessary to fulfil Bookings), payment processors, and technology service providers — all of whom are bound by confidentiality obligations;
• We will not sell your personal information to third parties;
• You have the right to access and correct your personal information held by us (APP 12 and APP 13). Requests may be made to admin@auszglobal.com.au;
• In the event of an eligible data breach, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme (Part IIIC, Privacy Act 1988);
• Full details of our privacy practices are set out in our Privacy Policy, available at auszglobal.com.au.

Part 3 — Fares, Charges and Payment

8. Currency and GST

Unless stated otherwise, all Ausz fares are in Australian Dollars (AUD) and are inclusive of Goods and Services Tax (GST) where applicable, pursuant to the A New Tax System (Goods and Services Tax) Act 1999 (Cth). Airport parking is included where applicable. Toll fees are not included unless expressly stated.

9. Service Rates and Additional Charges

Clients agree to pay Ausz the applicable service rates plus any additional charges properly incurred under these Terms, including but not limited to surcharges, additional waiting time, and extra stops. Where the distance of a trip cannot be verified by vehicle meter, it will be calculated by reference to GPS-verified distance data or, where that is unavailable, by reasonable industry-standard estimation based on the booked route. Ausz will provide written reasons upon request.

10. Routes

Trip distances are determined by the route taken by the Driver. Where routes differ from those displayed by GPS or mapping software due to road conditions, traffic, or safety considerations, the actual route travelled shall apply.

11. After-Hours Surcharge

An additional surcharge of $15.00 AUD applies to all pick-ups and drop-offs scheduled between 10:00 pm and 4:00 am.

12. Special Event Surcharge

Bookings during special events — including but not limited to the Grand Prix, AFL Grand Final, Spring Racing Carnival, Melbourne Cup Week, Christmas Day, New Year's Eve, New Year's Day, Australian Open, Avalon Air Show, and private events such as weddings and tours — may attract an additional surcharge of between 50% and 100% of the base fare. Clients will be notified of any applicable surcharge at the time of booking.

13. Extended Bookings and Extra Stops

Any extension of a booked service beyond the confirmed schedule, or any extra stops not confirmed at the time of booking, will incur additional charges calculated at the applicable hourly or per-stop rate. Clients will be notified of such charges as soon as practicable.

Part 4 — Client and Passenger Conduct

14. Minor Passengers

Any passenger aged 11 years or under must be accompanied by at least one adult passenger. Car seat requirements must be strictly observed in accordance with applicable state and territory road legislation, including the Road Safety Road Rules 2017 (Vic) or equivalent.

15. Assistance Animals

In accordance with the Disability Discrimination Act 1992 (Cth) and applicable state legislation, assistance animals (including guide dogs and hearing dogs) are permitted in all Ausz vehicles at no additional charge. Ausz will make reasonable adjustments to accommodate passengers with disabilities.

16. Pets

No pets (other than assistance animals as provided in Clause 15) are permitted inside Ausz vehicles.

17. Prohibited Activities

Ausz vehicles must not be used for any illegal or unlawful purpose. The following are strictly prohibited in all Ausz vehicles:

• Smoking of any substance (including e-cigarettes and vaping devices);
• Standing through the sunroof;
• Transport of corrosive, noxious, hazardous, flammable, explosive, radioactive, or otherwise dangerous goods;
• Any conduct that is unsafe, offensive, threatening, or abusive toward Drivers or other passengers;
• Loading beyond the vehicle's stated seating capacity.

18. Termination of Ride

A Driver may terminate a ride — without refund — where a Client or passenger engages in conduct described in Clause 17, or where the Client or passenger poses a risk to the safety of the Driver or others. Before exercising this right, the Driver will, where it is safe to do so, provide the Client with a warning.

19. Vehicle Damage and Sanitation

Clients are liable for any damage to Ausz vehicles caused by themselves or any passengers travelling with them, whether before, during, or after a Booking. Where professional sanitation is required as a result of the Client's or passenger's conduct, a sanitation fee representing the reasonable cost of professional cleaning services (estimated at $400.00 AUD) will be charged. This amount represents a genuine pre-estimate of cleaning costs and is not a penalty. Ausz will provide the Client with documentation of cleaning costs incurred upon request.

20. Seatbelts

All Ausz vehicles may only be driven by authorised Drivers. All passengers, including Clients, must wear safety seatbelts at all times when the vehicle is in motion.

21. Luggage and Seating Capacity

Luggage, prams, and accessories are limited to boot capacity. Items that do not fit in the boot will not be placed within the passenger cabin. Clients are responsible for arranging alternative transport for excess luggage. Ausz will advise Clients at the time of booking if the vehicle selected may not accommodate their luggage requirements.

22. Refreshments

Water consumption in Ausz vehicles is permitted. All other food and beverages must be approved by Ausz prior to the Booking. Clients assume full responsibility for any cleaning costs arising from approved food or beverage consumption.

23. Lost Property

Ausz is not responsible for personal items left in vehicles. Clients are advised to check the vehicle upon exit. Where lost property is recovered, Ausz will make reasonable efforts to return it to the Client. Retrieval may incur a reasonable administration fee.

Part 5 — Bookings, Modifications and Cancellations

24. Booking Confirmation

A Booking is not confirmed until the Client receives written confirmation (via the App or email) from Ausz. All confirmed Bookings are subject to Driver and vehicle availability.

25. Modifications

Requests to modify a confirmed Booking (including changes to pick-up or drop-off location, date, time, or route) are subject to Driver and vehicle availability and must be acknowledged and accepted by the relevant Driver before they take effect. Ausz reserves the right to charge a reasonable modification fee, which will be communicated to the Client prior to the modification being applied.

26. Airport Responsibility

For airport drop-offs, it is the Client's responsibility to allow sufficient time to reach the airport and complete check-in before airline counters close. Ausz is not liable for delays caused by traffic or other circumstances beyond its control.

27. Waiting Time and No-Shows

Ausz provides complimentary waiting time as follows:

• 30 minutes for airport pick-ups, calculated from the confirmed pick-up time;
• 10 minutes for all other point-to-point Bookings.

After the complimentary period, additional waiting time will be charged at $1.00 AUD per minute (or the applicable hourly rate for premium vehicles). If the Client fails to appear and does not contact Ausz or the Driver, the Driver will wait for a maximum of 30 additional minutes before departing. In such instances, a no-show fee of up to $120.00 AUD — representing the direct costs incurred by Ausz in reserving the vehicle and Driver — may be charged. This amount represents a genuine pre-estimate of loss and is not a penalty.

28. Cancellation Policy

Clients may cancel a Booking subject to the following schedule, which reflects Ausz's reasonable costs in reserving resources:

These cancellation fees represent genuine pre-estimates of loss incurred by Ausz in reserving vehicles and Drivers. Ausz will consider circumstances beyond the Client's reasonable control (including medical emergencies or natural disasters) when exercising discretion over refunds.

29. Cancellation by Ausz

If Ausz cancels a Booking, or fails to provide the Services as agreed (other than for reasons beyond our reasonable control), a full refund will be issued within 5 business days. This provision does not limit any rights available to you under the Australian Consumer Law.

Part 6 — Liability and Insurance

30. Consumer Guarantees

Nothing in these Terms excludes, restricts, or modifies any right or remedy that the Client may have under the Australian Consumer Law, including the consumer guarantees in ss.60–63 of the ACL. Our services are provided with guarantees that cannot be excluded under the ACL, including that the services will be rendered with due care and skill.

31. Limitation of Liability

To the maximum extent permitted by law (and subject always to Clause 30), Ausz's liability for any loss, damage, or claim arising out of or in connection with these Terms or the Services is limited to:

• the re-supply of the Services; or
• payment of the cost of re-supply of equivalent services,

whichever Ausz elects.

This limitation does not apply where liability cannot be excluded or limited under the ACL or any other applicable law, or where loss results from Ausz's fraud or wilful misconduct.

32. Force Majeure

Ausz is not liable for delays or failures in performance caused by events beyond its reasonable control, including (without limitation) acts of God, natural disasters, severe weather, government action, road accidents, or vehicle breakdown. Where such events prevent the performance of a Booking, Ausz will use reasonable efforts to arrange an alternative vehicle or issue an appropriate refund.

33. Vehicle Substitution

In the event of a vehicle breakdown or other circumstance rendering a reserved vehicle unavailable, Ausz reserves the right to substitute an alternative vehicle. Ausz will notify the Client as soon as practicable. Where a substituted vehicle is of lesser standard than booked, Ausz will apply a reasonable fare adjustment. If no alternative vehicle is available, a full refund will be issued within 5 business days.

34. Insurance

All Ausz trips are covered by public liability and commercial vehicle insurance as required by law. While Ausz takes reasonable precautions for the safety of personal property, Clients are advised to ensure they have appropriate personal insurance coverage for valuables brought into Ausz vehicles.

Part 7 — Dispute Resolution

35. Internal Complaints Process

If you have a complaint about our Services, please contact us in the first instance:

• Email: admin@auszglobal.com.au
• Via the in-app support function

We will acknowledge your complaint within 2 business days and endeavour to resolve it within 10 business days. If your complaint is not resolved to your satisfaction, you may escalate the matter as set out below.

36. External Dispute Resolution

If a dispute cannot be resolved through our internal process, either party may refer the matter to:

• The Victorian Civil and Administrative Tribunal (VCAT) — for disputes in Victoria;
• The NSW Civil and Administrative Tribunal (NCAT) — for disputes in New South Wales;
• The Queensland Civil and Administrative Tribunal (QCAT) — for disputes in Queensland;
• The State Administrative Tribunal (SAT) — for disputes in Western Australia;
• The Australian Competition and Consumer Commission (ACCC) — for matters involving the ACL;
• The courts of Victoria, as provided in Clause 5.

37. Mediation

Before commencing formal proceedings (other than for urgent injunctive relief), the parties agree to attempt to resolve any dispute through mediation administered by a mutually agreed mediator. Each party will bear its own costs of mediation.

Part 8 — General Terms

38. Entire Agreement

These Terms, together with our Privacy Policy and any booking confirmation, constitute the entire agreement between the Client and Ausz in relation to the subject matter hereof and supersede all prior agreements, representations, and understandings.

39. Waiver

No failure or delay by Ausz in exercising any right under these Terms constitutes a waiver of that right. A waiver is only effective if given in writing.

40. Relationship of Parties

Nothing in these Terms creates a relationship of employment, agency, partnership, or joint venture between Ausz and any Driver or Client.

41. Feedback

Ausz welcomes feedback from Clients. Any feedback or suggestions submitted to Ausz may be used by Ausz without obligation or compensation to the Client.

Acknowledgement

By using the Ausz Global Platform, you acknowledge that:

• you have read and understood these Terms and Conditions;
• you agree to be bound by them; and
• if you are accepting these Terms on behalf of a business or other entity, you have authority to do so.

Contact

AUSZ GLOBAL Pty Ltd
Email: admin@auszglobal.com.au
Web: auszglobal.com.au
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