Enhanced refund policy
By booking with Bus Charter Melbourne and opting for our Enhanced Refund Protection you will be able to apply for a full refund, avoiding all cancellation charges, should certain unforeseen circumstances mean that you are unable to proceed with your transport booking. Please note, this is not an insurance policy, it is an enhancement to our standard terms and conditions offered free when booking services through Bus Charter Melbourne.
A refund will be available in the following cases
– Cancellation due to COVID-19 (Coronavirus)
– Illness (Physical & Mental)
– Accident or Injury
– Adverse Weather
– Government Travel Bans
– Death (including Suicide)
– Armed Forces & Emergency Services Recall
– Pregnancy Related Conditions
– Relocation by your Employer
– Scheduled Airline Failure
– Private Vehicle Failure
– Redundancy
– Jury Service
– Changes to Exam Dates
– Court Summons
General Conditions of the Enhanced Refund Policy
- You must make all necessary arrangements to arrive at the pick up location on time.
- You must not be aware of any fact, matter or circumstance, at the time of requesting a quote, which may give rise to a refund request.
- You must take all reasonable precautions to prevent or reduce the possibility of any request for a refund.
- You will be asked to provide, at your own expense, the supporting proofs stated against the reason for the refund shown in the table below.
- Bus Charter Melbourne must be informed immediately of any cancellation, and by no later than the close of business the day prior to travel.
- Refund requests must be made in writing by sending an email to info@buscharter.melbourne and must be submitted, including supporting documents within 72 hours of the travel date, requests submitted after this time will be refused.
- The refund only applies to the cost of the vehicle hire.
- When approved refunds will be processed within 28 days.
- This policy only applies where an individual critical to the purpose of the trip is affected by the points noted. Bus Charter Melbourne retains the right to decide if a person is critical to the purpose of the trip, and as such whether the policy will apply to any particular claim.
Reasons for refund | Exclusions | Evidence required |
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Illness / Injury means an illness or accidental injury to an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) |
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Pregnancy Complication means a complication of pregnancy affecting an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) which results in the individual being unable to use the transport service and/or booked event. |
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Death means the death within 2 weeks prior to the travel date of an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip). |
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Scheduled Airline Failure means the cancellation of flight(s) of an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) which you were unaware of before the date of travel booked with Bus Charter Melbourne. |
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Mechanical Breakdown means in the 12 hours prior to the confirmed collection time, the mechanical breakdown, accident, fire or theft of a vehicle taking an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) to the pickup location. |
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Jury Service means a summons for an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) to attend Jury Service which takes place over the date of the transport booking of which you were unaware at the time of making the booking. |
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Court Summons means an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) are summoned to appear as a witness in court proceedings on the day of the transport booking of which you were unaware of the time of making the booking. |
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Home Emergency means a Burglary, Fire, Malicious Damage or Flood at the private residence of an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) up to 24 hours immediately before the transport booking. |
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Armed Forces & Emergency Services Recall means an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work or duty on the date of the transport booking or are posted overseas and as a result cannot attend. |
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Adverse Weather means weather where a Government Agency has issued warnings not to travel which entirely prevents you from reaching the confirmed destination address. |
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Relocated for Work means a requirement to move address imposed on an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) by their employer, unknown at the date of booking. The move may be temporary or permanent and must be more than 100 miles from the individuals home address at the date of booking. |
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Government Travel Ban means the government of the country of residence of an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) issuing a public travel ban to the country or area where the transport is scheduled to take place in the preceding 7 days before the transport booking. |
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Redundancy means an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) is unexpectedly made compulsorily redundant by their employer within 7 days of the booking date. |
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Changes to Examination Dates means the unforeseen change of the date of an examination for a course on which an individual critical to the purpose of the trip (eg. Tour leader/guide, Bride/Groom for wedding transport, Teacher for school trip) are registered. |
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Force Majeure
We do not cover any cancelations caused by force majeure. An event of force majeure is an event or circumstance which is beyond the control and without the fault or negligence of the party affected and which by the exercise of reasonable diligence the party affected was unable to prevent provided that event or circumstance is limited to the following:
(a) riot, war, invasion, act of foreign enemies, hostilities (whether war be declared or not), acts of terrorism, civil war, rebellion, revolution, insurrection of military or usurped power, requisition or compulsory acquisition by any governmental or competent authority
(b) ionising radiation or contamination, radioactivity from any nuclear fuel or nuclear waste from the combustion of nuclear fuel, radioactive toxic explosive or other hazardous properties of any explosive assembly or nuclear component
(c) pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speeds
(d) earthquakes, flood, fire or other physical natural disaster, but excluding weather conditions regardless of severity
(e) strikes or industrial disputes at a national level, or strikes or industrial disputes by labour not employed by the affected party, its subContractors or its suppliers, and which affect an essential portion of the works, but excluding any industrial dispute which is specific to the performance of the works or this contract.