Terms & Conditions

1. About these terms

These terms apply to every booking made with Prime Rider Shuttle ("we", "us", "our") by any customer ("you"). By making a booking — online, by phone, by call or by email — you accept these terms. We may update them from time to time; the version published on this page at the time of your booking is the version that applies.

2. The service

Prime Rider Shuttle is a pre-booked private passenger transport service operating under NSW Booking Service Provider authorisation. We are not a taxi service, a rideshare platform or a public transport operator. Vehicles and drivers are allocated in advance; we do not accept hail or rank work.

3. Bookings and confirmation

A booking exists only once we have issued a written confirmation containing a booking reference. Requests made by phone, message or form are not confirmed until that email is sent. It is your responsibility to check the confirmation and tell us promptly if any detail is wrong — particularly the pickup address, date, time, terminal and passenger count.

You must provide accurate contact details, including a mobile number that will be switched on and reachable at the time of travel. For airport arrivals you must provide a flight number; without it we cannot track your flight and cannot guarantee an adjusted pickup.

4. Fares

Fares are fixed at the time of booking and include tolls, GST and airport access fees. Fares do not vary with traffic conditions, time of day, day of the week, public holidays or demand. There is no surge pricing.

The fare quoted is based on the pickup and destination addresses, the passenger count and the luggage count you supply. If any of these change materially on the day — for example, more passengers or luggage than booked, or a different address — a revised fare may apply, or the driver may be unable to carry the load. We will always tell you before proceeding.

5. Payment

No deposit is taken at the time of booking and no card details are held. Payment is due on the day of travel, directly to the driver, by card (EFTPOS available, 1.8% surcharge applies), cash, or PayID (no surcharge). Digital and QR receipts are available on request. Account customers are invoiced under separately agreed terms.

6. Waiting times

Maximum waiting time at non-airport pickup locations is 10 minutes after the driver arrives. For airport arrivals, maximum waiting time after your flight lands is 1 hour at T1 International and 40 minutes at T2 and T3 Domestic. Additional charges may incur beyond the average wait times, and extended waiting may result in cancellation of the service.

7. Cancellations and changes

Cancellation is free where you give us at least 24 hours' notice. Where a booking is cancelled after the driver has arrived, 50% of the total fare is charged. Where a passenger cannot be located and contacted within the maximum waiting time, the booking is treated as cancelled after arrival.

Date and time changes made with reasonable notice carry no fee. Where your airline cancels or reschedules a flight, we will move your booking to the replacement service at no charge.

We may cancel a booking in circumstances outside our reasonable control, including extreme weather, road closures, civil emergencies or vehicle failure where no replacement can be dispatched in time. In these cases no cancellation fee is charged.

8. Luggage

Each fare includes one checked-in bag and one carry-on per passenger. Oversized or additional items — sporting equipment, instruments, extra suitcases — must be declared at booking so a suitable vehicle or luggage trailer can be allocated. Dangerous goods cannot be carried. Loads that cannot be safely restrained will be declined.

Passengers remain responsible for their own property. Please check the vehicle before leaving. We will make reasonable efforts to return items left behind but cannot guarantee recovery.

9. Passenger conduct

Seatbelts must be worn by all passengers at all times. Children must travel in an appropriate restraint; capsules, child seats and boosters are available free of charge when requested at booking. Smoking, vaping and the consumption of alcohol are not permitted in our vehicles. Drivers may decline or end a journey where a passenger's conduct presents a safety risk, in which case the full fare remains payable.

10. Animals

Assistance animals accompanying their handler are always carried at no charge. Other animals are carried by prior arrangement, in an appropriate carrier where required, so that a suitable vehicle can be allocated.

11. Delays and liability

We plan pickup times to allow a reasonable margin for your flight, and we track flights in real time. However, we cannot accept liability for delays caused by matters outside our reasonable control, including traffic incidents, road closures, extreme weather, terminal congestion or airline schedule changes. Our liability in connection with any booking is limited to the value of the fare paid for that booking, except where liability cannot lawfully be limited.

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that applies to you under the Australian Consumer Law and that cannot lawfully be excluded.

12. Privacy

Personal information collected when you book — name, contact details, addresses and flight details — is used to provide and support your transfer. Our privacy policy sets out how that information is handled.

13. Complaints

If something goes wrong, contact us directly at 0427 143 612 or info@primeridershuttle.com.au with your booking reference. Complaints are handled by our Sydney operations team and we aim to respond within one business day.

14. Governing law

These terms are governed by the laws of New South Wales, Australia, and the courts of New South Wales have jurisdiction over any dispute arising from them.

Contact

Prime Rider Shuttle
Sydney, New South Wales, Australia
Phone: 0427 143 612
Email: info@primeridershuttle.com.au
Web: primeridershuttle.com.au