United Coachlines
Booking Terms and Conditions
United Coachlines supplies chartered minibuses and coaches across Sydney and New South Wales for transfers, tours, airport runs, school travel, corporate work and events. The conditions below form the contract between United Coachlines and the person or organisation making the booking (the Hirer). They apply to every service we operate, and by requesting a booking, paying a deposit or using a vehicle the Hirer agrees to them in full.
Last updated: 31 October 2026. Governed by the laws of New South Wales.
Section 1Application of these terms
1.1“We”, “us” and “our” mean United Coachlines. “Hirer” means the person or organisation that requests or pays for the booking, and “Passenger” means anyone travelling under it.
1.2We may revise these terms at any time. The version published on this page applies from the date of publication.
1.3The Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) and other legislation give the Hirer rights that these terms do not limit or exclude. If a provision here is inconsistent with the Australian Consumer Law, the Australian Consumer Law applies instead.
Section 2Quotations and bookings
2.1Each quotation reflects the information the Hirer provided when enquiring. It remains valid for fourteen days from issue, may be revised if requirements change, and neither confirms a booking nor guarantees that a vehicle will be available.
2.2A tentative booking expires at the end of three business days unless the deposit has been received. We will not hold availability beyond that period.
2.3A booking becomes confirmed only when we hold both the Hirer’s written acceptance of the quotation and the required deposit. Verbal confirmation does not bind us.
2.4Fares run depot to depot and include GST, fuel, insurance, distance and an authorised driver. Hourly bookings in metropolitan Sydney carry a minimum two-hour addition for travel to and from the job, which may increase with time of day, traffic and the number of stops.
2.5Pricing reflects the vehicle and the operational task, not the passenger count. A 12-seat vehicle is charged identically whether it carries two passengers or twelve. Penalty rates apply on weekends and public holidays.
2.6We may refuse any booking at our absolute discretion without stating reasons.
Section 3Payment, deposits and bonds
Payment due dates
Bookings made more than seven days before travel require a 20% deposit to confirm, with the balance payable no later than seven days before the service date. Bookings made within seven days of travel must be paid in full at the time of booking.
3.1The 20% deposit is non-refundable unless otherwise agreed in writing, and secures the allocation of vehicle and driver.
3.2Where any amount remains unpaid inside the seven-day period, we may cancel the booking without notice and apply the cancellation scale in Section 4.
3.3Cancellation for non-payment is treated as a non-cancelled service and is chargeable at 100% of the booking value.
3.4A bond may be required for late-night work, large groups, higher-risk events and school or youth bookings. The Hirer authorises us to debit the nominated card or retain the bond for overtime, waiting time, cancellation fees, damage, cleaning, fines, parking, tolls and other costs arising from the booking.
3.5Overdue invoices accrue interest at 10% per annum from the due date, and the Hirer pays all reasonable recovery costs, including legal and agency fees, whatever the outcome.
3.6Card payments are subject to Square’s Payment Processing Fee of 2.25% of the amount paid by card. Square levies the fee to administer the processing of card payments; it is not a credit card surcharge. The fee is shown as a separate item on the tax invoice.
| Payment method | Fee |
|---|---|
| Visa, Mastercard and American Express, personal or commercial, any issuing bank | 2.25% of the amount paid |
| EFTPOS and domestic bank transfer | 0% |
| International wire transfer | $30.00 AUD per transfer |
3.7Payments must quote the Booking ID, and bank transfers the invoice number as well (account details are on the invoice). Receipts are emailed and a card authorisation form is available on request. Cash and cheques are not accepted.
Section 4Cancellation
4.1The Hirer must cancel in writing by email, and the cancellation is effective only once we acknowledge it in writing. Neither a verbal cancellation nor a failure to pay amounts to cancelling.
4.2A non-cancelled service is one that was not cancelled in writing, or one that the Hirer does not use after the vehicle has left the depot. It is charged at 100% of the booking value.
4.3The following scale applies, measured from the service date and calculated on the total invoice value including all charges:
| Notice given | Fee payable |
|---|---|
| No-show or non-cancelled service | 100% of the booking value |
| Inside 48 hours | 100% of the booking value |
| Three days | 80% of the booking value |
| Four days | 70% of the booking value |
| Five days | 50% of the booking value or the deposit, whichever is higher |
| Six days | 20% of the booking value or the deposit, whichever is higher |
| More than seven days | 10% of the booking value |
Cancellation must be written
Fees continue to rise until we have acknowledged a cancellation in writing. A phone call does not stop the scale. School excursions are cancelled under the separate scale in Section 19.
4.4No refund is payable where we terminate a service because of Passenger misconduct, a breach of these terms, a breach of the alcohol prohibition, or a safety risk caused by the Hirer’s instructions.
4.5If we are unable to operate because of mechanical failure or circumstances beyond our reasonable control, we will arrange an equivalent vehicle where possible. Failing that, our liability is limited to refunding the portion not operated, and we do not compensate consequential loss, missed events or third-party expenses.
4.6We may waive or reduce a fee in exceptional circumstances at our discretion. Daily school runs and ongoing contracts follow the cancellation terms of the relevant contract, or this scale where no contract exists.
Section 5Date changes and amendments
Changing the service date
5.1We do not issue credits, deferrals or postponements. A date change is processed as a cancellation of the original booking and a new booking, with fresh fleet checks, pricing, reference, invoice and roster, and is charged accordingly.
5.2Availability on a new date is assessed when the request is made, is never guaranteed regardless of notice, and cannot be reserved until the new deposit is paid.
5.3Where we cannot service the requested date, the Hirer may:
| Option | Effect |
|---|---|
| A. Cancel | The Section 4 scale applies, measured from the original service date |
| B. Proceed | The original booking runs as confirmed, with no additional fee |
| C. Wait | We may, without obligation, advise if the date becomes available. The original booking and its cancellation scale remain in force throughout. Not advised inside seven days |
5.4Waiting inside seven days is costly: cancelling three days out costs 80%.
5.5Where the new date is available and the Hirer confirms the change, the following terms apply:
| Term | Detail |
|---|---|
| Rebooking fee | $110.00 including GST for each rebooking |
| Rate adjustment | The new date is priced at its own applicable rate; any increase is payable in addition to the fee, and any decrease is credited against the new invoice |
| Minimum notice | Four weeks’ written notice before the original date avoids the original cancellation fee. Requests inside four weeks are assessed on availability and may also incur a partial cancellation fee |
| Deposit | Transferred to the new booking if confirmed more than four weeks out; otherwise retained towards the applicable cancellation fee |
| Same day | No change can be processed on the original service day; such a request is a non-cancelled service charged at 100% |
5.6Every subsequent change is a further cancellation and rebooking attracting a further $110.00 fee. We may refuse further requests where repeated changes cause unacceptable disruption.
Other amendments
5.7Amendment requests must be in writing and are subject to availability. Once the booking confirmation has issued, the following administration fees apply in addition to any change in the charter rate:
| Category | Examples | Fee |
|---|---|---|
| Minor | Contact name, time change of 30 minutes or less, passenger count within the same vehicle | From $10 |
| Moderate | Route change, added stop, time change over 30 minutes, upgrade or downgrade of vehicle | From $25 per change |
| Significant | New itinerary, multiple changes, any change requiring a revised quotation | From $50 per booking |
| Complex | Several bookings affected, last-minute restructure, substantial administration | Assessed individually and advised before proceeding |
Section 6Rates, waiting time and overtime
6.1Rates depend on vehicle, route and depot travel, time and day, duration, service type and any overnight or interstate component.
6.2Waiting time is free for the first fifteen minutes after the booked departure time, then charged per fifteen-minute block:
| Vehicle | Rate per 15 minutes |
|---|---|
| Minibus, 12 to 24 seats | $30.00 |
| Coach, 34 to 62 seats | $50.00 |
6.3Stops added after booking are charged from $10 for a minimal deviation, from $25 within the same general area, and from $50 for an additional suburb or extended route. Regional and interstate additions are quoted separately.
6.4Other charges itemised where incurred: tolls at Class B rates and parking (airport, Central, Olympic Park, venues), both at cost; park and venue entry; overtime; post-confirmation vehicle changes and extra passengers; cleaning from $88 inc. GST; biohazard fees (Section 9); amendment fees; driver accommodation and meals (Section 14); and fines from unlawful pickup points the Hirer nominates.
Out of standard operations and public holidays
| Period | Loading on base charter rate |
|---|---|
| Service commencing before 6:00 am | Time and a half |
| Service continuing after 10:00 pm | Time and a half |
| Service continuing after midnight | Double time |
| Sunday | Sunday penalty rate, as quoted |
| NSW public holiday | Minimum 30% surcharge |
6.5Any service starting between 10:00 pm and 6:00 am carries a minimum out-of-hours charge regardless of duration; the loaded rate, not a minimum number of hours, sets the price.
6.6Public holidays include New Year’s Day, Australia Day, Good Friday, Easter Saturday and Monday, Anzac Day, the King’s Birthday, Bank Holiday, Labour Day, Christmas Day and Boxing Day; the Hirer must check its dates. If Anzac Day (25 April) falls on a weekend and a Monday holiday is declared, both days are surcharged.
Overtime
6.7The fare covers the confirmed duration plus fifteen minutes’ grace. Overtime is then charged in minimum one-hour increments at the vehicle’s hourly rate, whatever the cause (event overruns, venue delays, late boarding, extra stops or requested pauses), with out-of-hours loadings applied where relevant.
6.8No overtime applies to the part of an overrun caused solely by traffic not reasonably foreseeable at booking. Sydney peak-hour congestion is foreseeable and does not qualify. Airport delays: see Section 13.
Scheduled times
6.9Times are estimates. We are not liable for delay from traffic, closures, accidents, weather, mandatory rest or other matters beyond our control, or for resulting costs or missed commitments. Travel or event insurance is recommended, as is contingency:
| Service | Minimum recommended contingency |
|---|---|
| International departure | 3.5 hours between airport arrival and scheduled departure |
| Domestic departure | 2.5 hours |
| Event | 30 minutes before start time |
| Peak periods (7:00 to 9:30 am and 4:00 to 7:00 pm) | 30 to 90 minutes additional |
| Distance travel | Allow for the 100 km/h legal limit on coaches; car journey estimates are not reliable |
Section 7Vehicle allocation
7.1The fare is based on confirmed passenger numbers, not on a specified make, model or configuration. We may allocate any suitable accredited vehicle according to fleet availability, scheduling and route planning, and may substitute vehicles for mechanical or operational reasons, provided the replacement has at least equivalent capacity. A particular vehicle, livery or feature is guaranteed only where agreed in writing.
7.2Larger groups may be carried in a combination of vehicles. In every case, all Passengers booked and paid for will be seated safely and lawfully in accordance with the Passenger Transport Act 2014 (NSW), in seats fitted with seatbelts.
7.3Fares are not reduced if fewer Passengers travel. Increases must be reported early; if extra Passengers present on the day, transport cannot be guaranteed, they may not be carried, and any short-notice vehicle may cost a premium. No vehicle exceeds its legal capacity. Book for the maximum expected number.
7.4United Coachlines owns its vehicles, employs its drivers and does not broker work. In exceptional cases such as breakdown or sudden driver unavailability, we may engage a Transport for NSW accredited subcontractor operating under our policies and these terms; we will tell the Hirer promptly and remain responsible, and this is not a breach.
7.5No signage may be attached to a vehicle without written consent, and copyright material may be screened only under a licence supplied by the Hirer.
Section 8Luggage and property
8.1All luggage and oversized items must be declared accurately at booking, as vehicle allocation and price depend on it. Gross vehicle mass and axle limits under the Heavy Vehicle National Law are enforced at weigh stations, and we will not knowingly operate an overloaded vehicle.
| Category | Limit or requirement |
|---|---|
| Standard allowance per Passenger | One large and one small bag |
| Driver manual handling | Maximum 20 kg per item; the Hirer assists with heavier items |
| Sports gear, instruments, audio or filming equipment, prams, wheelchairs and mobility aids, oversized cases, camp luggage, trade or camping equipment | Declare at booking |
| Motorised mobility scooters, generators, dangerous goods | May be refused unless approved in writing before travel |
8.2Luggage space is allocated to the declared load. Excess or undeclared items may cause delay, refusal of the excess, or a requirement for a larger vehicle, trailer, second vehicle, luggage van or courier at the Hirer’s expense, subject to availability. Same-day additional transport is not guaranteed. Items that cannot be carried safely and lawfully will not be carried, and remain the responsibility of their owner.
8.3Drivers may refuse to load anything unsafe to lift, excessively heavy, dangerous, poorly packed, or likely to injure someone or damage the vehicle or other luggage. We may also refuse hazardous goods and bulk perishables.
8.4Luggage and personal property are carried at the Passenger’s risk. To the extent permitted by the Australian Consumer Law, we are liable for loss, theft or damage only where directly caused by our negligence or that of our employees. We are not responsible for consequences of undeclared luggage or refused items.
8.5Lost property is recorded and held at our depot for sixty days from recovery. The owner must arrange collection within that time and pay any delivery cost. Unclaimed items are then disposed of.
Section 9Conduct and onboard safety
Zero alcohol
Alcohol, opened or unopened, may not be carried or consumed on any United Coachlines vehicle. We do not provide party bus services for birthdays, bucks or hens functions. A breach allows the driver to end the service immediately; no part of the fare is refunded, the Hirer remains liable for the full booking value and any cleaning, damage or recovery cost, and police may be contacted.
9.1The prohibition reflects the Passenger Transport (General) Regulation 2017 (NSW), safety, and our accreditation and insurance conditions.
9.2Food of any kind and hot drinks are not permitted. Bottled water is always allowed. The Regulation bans eating and drinking on buses (penalties up to $550), and the rule also limits choking, scalds, allergens and soiling. A Passenger with a genuine medical need, such as diabetes, must notify us in advance and inform the driver on boarding.
9.3The Hirer is responsible for Passenger conduct throughout the service, including boarding and alighting, and must ensure every Passenger knows these rules. The following are prohibited:
- smoking or vaping, contrary to the Smoke-free Environment Act 2000 (NSW); anyone smoking outside must stay at least four metres from the vehicle;
- standing or gathering in the aisle, or approaching or distracting the driver while moving;
- excessive noise, or balloons and novelty items near the driver;
- interfering with exits, exit hammers, extinguishers or other safety equipment, which may lead to removal and legal action;
- abusive, aggressive, intoxicated, threatening or disruptive behaviour; and
- extending any part of the body outside the vehicle.
9.4Passengers must wear a seatbelt where fitted (Road Rules 2014 (NSW)), stay seated while moving, keep luggage under seats or in racks clear of aisles and exits, obey the driver, not use any toilet while moving, take their rubbish, and be properly dressed with footwear. Pickups must be lawful, never in clearways or bus, taxi, loading or no stopping zones. We are not liable for harm from unstowed items.
9.5Not to be brought aboard: alcohol, smoking or vaping devices, unapproved balloons or decorations, glass, fuel containers or generators, spiked or cleated shoes, illegal or non-prescription drugs, dangerous goods, and bulk perishables.
9.6The driver may refuse boarding, remove a Passenger or terminate the service for impairment by alcohol or drugs creating risk, disruptive, abusive or unlawful behaviour, smoking near the vehicle, consuming prohibited items, symptoms of infectious illness (including active vomiting or a condition notifiable under the Public Health Act 2010 (NSW)), disobeying a safety direction, a recorded history of breaches, or failing the dress standard. No refund is owed, the Hirer remains liable for the full booking, and we bear no cost of the removed Passenger’s onward travel.
9.7The driver has full authority over safety and may vary the route for safety or legal reasons. Under Chain of Responsibility provisions of the Heavy Vehicle National Law, Hirers share liability for unsafe instructions.
Cleaning, contamination and damage
9.8Hirers should supply sickness bags, especially for children; a bag properly used attracts no charge. Contamination requires biohazard cleaning under the Work Health and Safety Act 2011 (NSW):
| Contamination | Fee including GST |
|---|---|
| General mess requiring more than a standard clean | From $88 |
| Vomit on floor, aisle or hard surface | $350 |
| Vomit on upholstered seat, seatbelt or several surfaces | $550 |
| Faecal, blood or other serious biohazard | Minimum $550, assessed individually |
9.9We may also recover reasonable loss of use where cleaning prevents a later booking. The Hirer pays, per our written assessment, for damage Passengers cause (seats, fittings, graffiti, upholstery, glass, luggage hold), in addition to cleaning fees, but not for damage caused solely by our staff.
Section 10Driver working hours
10.1Every driver holds a current NSW Driver Authority and the appropriate heavy vehicle licence, and works under the fatigue management requirements of the Heavy Vehicle National Law and the Road Transport (Safety and Traffic Management) (Driver Fatigue) Regulation 1999 (NSW). The Hirer cannot vary these requirements.
10.2Our company limits are stricter than the national standard hours, which permit 5.5 hours of work before a 15-minute rest:
| Measure | United Coachlines limit |
|---|---|
| Continuous driving | Three hours, followed by a mandatory 20-minute break |
| Total work per 24 hours | Twelve hours |
| Stationary rest | Seven continuous hours between 10:00 pm and 8:00 am, or 24 continuous hours for extended operations |
| Total work per 7 days | Seventy-two hours |
10.3Work time includes vehicle inspections, cleaning, refuelling, assisting Passengers, handling luggage and administration. Breaks must be continuous and free of all duties, and cannot be skipped, reduced or deferred.
10.4The Hirer must supply a realistic itinerary disclosing all stops and waits and must not press for extensions or unrealistic schedules. We may amend times, roster extra or relief drivers, or refuse work that cannot be done lawfully; legally required extra drivers, accommodation or changes are charged to the Hirer, notified in advance where practicable. We are not liable for compliance delays, including roadside inspections.
10.5Under Chain of Responsibility law, fatigue compliance is shared by everyone in the chain, including Hirers, organisers and booking agents, all of whom may face penalties for breaches. Where scheduling and safety conflict, safety and legal compliance prevail.
Section 11Road surfaces and site access
11.1Our vehicles operate on sealed, formed roads only. They will not travel on gravel, dirt or sand roads, fire trails, access tracks, agricultural routes, construction or temporary roads, or any surface not sealed with bitumen or asphalt or otherwise unsuitable for a heavy vehicle.
11.2The rule rests on safety (traction, braking, bogging, dust, coach stability), vehicle damage, and insurance conditions that often exclude unsealed surfaces.
11.3The Hirer must tell us in advance if any location is reached only by an unsealed road, so a sealed meeting point can be agreed or other transport arranged for the final section. A driver who finds unsealed access on arrival may set down or collect at the nearest safe sealed point. We may decline or amend bookings and alter routes on safety grounds, and routing is at our discretion.
11.4The Hirer must supply accurate addresses, contacts and a complete itinerary before the service, ensure each location has adequate access, turning space and lawful stopping, and disclose height and weight restrictions, narrow streets and overhanging trees. Fines resulting from an unlawful pickup or stopping point nominated by the Hirer are charged to the Hirer.
Section 12Airport transfers
12.1Each inbound airport quote includes the following waiting allowances:
| Allowance | Included time |
|---|---|
| Domestic terminals T2 and T3, baggage collection | 30 minutes |
| International terminal T1, customs and baggage | 60 minutes |
| Flight delay allowance | 30 minutes |
12.2The meeting point and pickup procedure are stated in the booking confirmation. Any specific meet and greet requirement should be requested at booking so we can confirm what the terminal permits.
12.3Sydney Airport commercial vehicle parking is not included in the fare and is charged to the Hirer at cost, at the rates current on the day; the airport reviews them each 1 July.
12.4Where Passengers are held in the terminal for reasons unrelated to the flight, such as customs or baggage, standard waiting time applies once the included allowance has expired.
12.5For groups on several flights, the driver arrives about twenty minutes after the last scheduled landing and earlier arrivals wait in the terminal. The Hirer must brief Passengers and appoint one flight monitor, reachable throughout and able to make decisions, to keep us informed.
Section 13Flight delays
13.1We monitor arrivals for confirmed pickups. Overtime and waiting charges do not apply to a documented delay of the arriving flight while it remains within the included allowances.
| Delay | Procedure |
|---|---|
| Up to 60 minutes | Covered by the standard buffers; no additional charge |
| 60 to 90 minutes | The Hirer should contact us at once to confirm the driver can remain; overtime runs from expiry of the buffer |
| More than 60 minutes beyond the included allowance | The Hirer elects to (a) keep the driver on site at the agreed overtime or waiting rate, (b) release the vehicle and rebook, or (c) request a rescheduled pickup, subject to availability and driver hours |
| Delays affecting subsequent services | We may be unable to hold the vehicle; the Hirer will be told as early as possible and must arrange alternative transport |
13.2If a delay reaches the driver’s mandatory rest period, the service may have to cease.
13.3The Hirer monitors flights, updates us, briefs Passengers and keeps a backup plan; we do not contact Passengers individually. Overtime must be agreed before it is incurred, and any additional or substitute vehicle is charged at the applicable rate and cannot be guaranteed. A flat-fee delay protection package and a priority dispatch arrangement are available on request.
13.4We accept no liability for consequential costs of flight delays, including connecting transport or accommodation.
Section 14Overnight and extended charters
14.1Each driver on an overnight service needs separate single-occupancy accommodation of at least 3-star standard, with private bathroom, television, heating and cooling, secure access and quiet surroundings, provided or funded by the Hirer. It may be near rather than at the group’s venue if transfers are planned.
14.2We can book it and invoice at cost, or the Hirer may book it and submit details for approval. Hirer-arranged properties need off-street parking for the vehicle and any trailer with suitable turning and height clearance, or alternatives may be charged.
14.3A mandatory driver meal allowance of $70.00 per driver per day applies to all overnight and extended charters, itemised in the quotation, regardless of any catering the Hirer provides. Drivers must be free to source meals meeting their dietary, health, religious or cultural needs and to time them around regulated rest, which also supports genuine meal breaks.
14.4A detailed itinerary is due at least one week before departure, with final confirmation at least two business days before. It must accommodate all mandatory rest periods, and we may amend any itinerary that cannot lawfully be performed.
14.5Multi-day work may require additional drivers and charges for standby, waiting and repositioning, identified in the quotation. Accommodation and allowances are excluded from standard pricing unless stated. If standards are not met, we may arrange compliant alternatives at the Hirer’s cost, suspend the service, or decline to continue.
Section 15Commentary
15.1Drivers are not permitted to give live tour commentary while operating a vehicle. Narration divides attention and slows reactions, a foreseeable risk that work health and safety law, the Heavy Vehicle National Law and Chain of Responsibility provisions require us to avoid.
15.2Drivers provide essential operational information only: safety briefings, timing and logistics.
15.3Where commentary is wanted, the Hirer must engage a professional tour guide, or arrange an approved alternative such as pre-recorded audio or a nominated group leader who takes responsibility for commentary. These arrangements must be confirmed with us before the service date.
Section 16Dining arrangements
16.1We do not recommend, select, endorse or book restaurants, cafés or other dining venues, and we accept no commissions or referral benefits. Venues are independent businesses beyond our control.
16.2The Hirer is responsible for choosing and booking venues, confirming times and capacity, managing dietary requirements, and confirming coach access and parking. Drivers and staff will not liaise with venues (beyond a basic arrival notice if requested) or handle bookings, menus or payments, and are not authorised to recommend venues.
16.3On request we may mention general dining precincts or give coach access and parking guidance, on a non-reliance basis and without endorsement. To the maximum extent permitted by law, we accept no liability for any loss, injury, delay or dissatisfaction arising from dining arrangements. Hirers should obtain written confirmation from venues and allow buffer time for service delays.
Section 17Child passengers
17.1A bus in NSW has thirteen or more seats including the driver’s. Rules 266 and 267 of the Road Rules 2014 (NSW) exempt such buses from child restraint requirements, so no restraint or booster is legally required. Vehicles of twelve seats or fewer fall under point to point law, where normal child restraint rules apply.
17.2All our seats have belts, and wearing them while moving is a condition of carriage for everyone. Passengers sixteen and over must do so under Rule 265.
17.3Buses have no standard ISOFIX anchorages. We encourage a portable booster for children aged about one to seven; the driver will help secure it, and it can usually stay aboard for the return.
| Age | Legal position (13+ seat bus) | Our requirement or advice |
|---|---|---|
| Under 12 months | Exempt | Never carried in arms; parent seated with infant in a rear seat; consult us in advance |
| 1 to 7 years | Exempt | Portable booster recommended; rear seat; belt worn; no sharing |
| 7 to 15 years | Exempt | Fitted belt worn; rear seat preferred; one per belt |
| 16 years and over | Belt required (Rule 265) | Belt worn; one Passenger per seat |
17.4Regardless of the law, a seatbelt must never be shared with a child, an infant must never be held in arms while moving, children should sit as far back as practicable, and prams must be folded, locked and stowed because they cannot serve as restraints on a charter vehicle.
17.5The Hirer should notify us of infants or young children at booking. Supervision of children and correct use of belts and restraints rests with the Hirer and accompanying adults. This section is general information on NSW law, not legal advice, and should be verified with Transport for NSW.
Section 18Accessibility
18.1We welcome Passengers with disability and seek to provide safe, dignified and inclusive transport consistent with the Disability Discrimination Act 1992 (Cth) and the Disability Standards for Accessible Public Transport 2002 (Cth).
18.2Our fleet contains no wheelchair-accessible vehicles, and none of our buses or coaches has a lift or ramp. Passengers board by the entry steps with assistance and travel in a standard seat. Folded wheelchairs, walking frames and other mobility aids are carried in the luggage hold.
18.3At booking, the Hirer must advise how many Passengers need assistance, whether each can manage the steps and transfer to a seat, and the size and weight of mobility aids (driver lifting limit 20 kg). Motorised scooters need prior written approval. Trained assistance animals are welcome and should be notified.
18.4We are working towards WCAG 2.1 Level AA on our website. Anyone unable to use our online forms may email us for manual handling of an enquiry or booking, and we respond to accessibility feedback within five business days. Unresolved concerns may be taken to the Australian Human Rights Commission.
Section 19School excursion conditions
This section governs all school excursion, sporting, camp and event charters for government and non-government schools. It is read with the rest of these terms, and prevails over them for school bookings where the two conflict.
19.1School bookings need a Booking ID from our booking system and are unconfirmed without one. Confirmation and a tax invoice are emailed to the school. Fares reflect the itinerary supplied and may be revised if timings, locations, numbers or requirements change.
19.2Cancellations must be emailed and are effective on our written acknowledgement. The school scale, applied to the full cost of the service, is:
| Notice before service | Fee |
|---|---|
| Over 72 hours (3 days) | Nil |
| Within 72 hours | 10% of total booking cost |
| Within 48 hours | 20% of total booking cost |
| Within 24 hours | 100% of total booking cost |
| No-show or cancellation on the day | 100% of total booking cost |
19.3An administrative fee of $100 including GST is deducted from any approved refund to cover credit notes, invoice amendments and accounts liaison. The balance is returned to the original payment method within ten business days of written confirmation of the cancellation.
19.4Changes to date, times, locations or numbers must be requested in writing at least 72 hours before the service and are subject to availability. Changes that increase cost (route, timing, duration, vehicle size or stops) attract additional charges and a revised quote. Requests within 72 hours are at our absolute discretion.
19.5Overtime applies from the moment the booked time is exceeded and is charged in 20-minute blocks at $55.00 per block ($165.00 per hour) including GST, invoiced after the service. The school or authorising representative accepts liability for it. A buffer of at least fifteen minutes, with adequate loading time at each stop, is recommended.
19.6Payment is due on the terms stated on the invoice, in Australian dollars including GST, by credit card, purchase order, EFT or government P-Card.
19.7The school briefs students and staff: no smoking, alcohol, illegal substances, food or hot drinks (bottled water only); seated with belts fastened; driver’s directions followed. We may refuse or end a service for unsafe conduct, with the school liable for costs.
19.8A teacher or authorised staff member must be present for boarding, travel and disembarking, and the school keeps primary duty of care. The school confirms accurate numbers (extra students cannot be guaranteed seats), discloses special needs, medical, mobility and other risks, and ensures safe, lawful access at every stop. Drivers on school services hold a current Working With Children Check from the NSW Office of the Children’s Guardian.
19.9We are not responsible for delay from causes beyond reasonable control, such as severe weather, road closures, traffic incidents or mechanical failure. The school, organiser and responsible adult are liable for damage caused by Passengers. As far as the law permits, our liability is limited to the charter fee for the affected service, excluding indirect or consequential loss. Passengers and property travel at their own risk.
Cleaning, biohazards and sickness bags
19.10Vomit in a vehicle is an occupational health and safety hazard managed under the Work Health and Safety Act 2011 (NSW) and Safe Work Australia guidance. Norovirus, the leading cause of gastro outbreaks in NSW schools, infects at a dose of 10 to 20 particles; one episode releases millions, some airborne and circulated by air-conditioning, and it survives up to 60 days on surfaces.
19.11The vehicle is withdrawn until a biohazard spill kit has been applied by protected staff, the air-conditioning flushed and seat fabric cleaned or replaced, which can take a day. The following fees apply to school bookings, are additional to the fare, are not negotiable, and are payable within 14 days of invoice:
| Incident | Fee including GST |
|---|---|
| Vomit contained in a sealed sickness bag, vehicle uncontaminated | $0 |
| General mess (excess litter, food, dirt) | $88 |
| Vomit on the vehicle floor | $350 |
| Vomit on seat fabric or upholstery | $550 |
19.12We may charge additional costs where specialist remediation beyond this schedule is required. We strongly recommend that the teacher in charge carries one sickness bag per student for any journey of 30 minutes or longer, with the excursion first aid kit.
19.13Neither party is liable for failure caused by force majeure, including natural disasters, declared public health emergencies, government restrictions, industrial action or major network disruption. These conditions are governed by New South Wales law. By booking, the school or organiser acknowledges it has read and accepted this section together with the general terms.
Section 20Pre-service checklist
Hirers should work through the following once the confirmation and invoice have arrived, and contact us about any item that cannot be ticked.
| Stage | Check |
|---|---|
| Administration | Written confirmation and tax invoice received with correct date, price and GST; Booking ID, reference and invoice number recorded; invoice forwarded to finance; payment or purchase order completed by the due date; bank transfers referenced correctly |
| Itinerary | Pickup, set-down, times and route reviewed; passenger numbers current (an increase may need a larger vehicle) |
| Access | Lawful bus stopping at each address; written parking and access instructions sent (codes, boom gates, height or time limits, permits); clear boarding areas; single assembly point in restricted areas; destination parking arranged; Live Traffic NSW checked for the date |
| Group contact | One person present throughout with a mobile number (not a landline), who answers promptly, holds the driver’s details where provided, and calls the driver only when the whole group is ready |
| Passengers | Oversized luggage, prams and mobility aids declared; accessibility needs, infants and children, and relevant medical information advised; onboard rules briefed (seatbelts, no food or alcohol, no smoking, aisles clear) |
| Day of service | Group assembled before departure; belts fastened; headcount before each leg (teacher sign-off for schools); contact phone charged; return on time; vehicle checked for property and left clean |
Section 21Safety and accreditation
21.1United Coachlines holds bus operator accreditation under the NSW Bus Operator Accreditation Scheme administered by Transport for NSW and operates charter services under that accreditation.
21.2Vehicles are maintained and inspected to Transport for NSW requirements, face roadside checks under the Heavy Vehicle National Law, are air-conditioned and fully seatbelted, and coaches are limited to 100 km/h.
21.3Drivers are authorised by Transport for NSW, licensed for their vehicle class, bound by the fatigue limits in Section 10, and checked under the Working With Children scheme for school services.
Section 22Liability, complaints and governing law
22.1Our services carry non-excludable consumer guarantees under the Australian Consumer Law, including due care and skill, fitness for purpose and supply within a reasonable time.
22.2To the maximum extent permitted by law, we are not liable for indirect or consequential loss, including lost profit or missed events or flights, and our total liability for any service, including for injury or death, is capped at the charter fee paid for the affected date.
22.3Passengers must wear belts, stay seated and follow directions; the Hirer and accompanying adults supervise children. To the extent the law permits, and in addition to clause 22.2, we are not liable for harm resulting from a Passenger’s non-compliance.
22.4We are not liable for events beyond our reasonable control (natural disasters, pandemics, industrial disputes, regulatory change, major transport interruption) or for third parties such as venues, parking operators, accommodation or ferries.
22.5Prices may be adjusted where fuel costs rise materially, where changes in law materially affect service costs, or where booking discrepancies increase operating costs.
22.6Complaints must be lodged in writing within fourteen days of the service date, in writing through our contact form. Each complaint is recorded and managed under NSW passenger transport legislation and our complaints procedure.
22.7These terms are governed by the laws of New South Wales, and the Hirer submits to the exclusive jurisdiction of its courts. They constitute the entire agreement about the services and supersede all prior agreements, representations and understandings.
Section 23Privacy and copyright
23.1We collect personal information reasonably necessary to quote, book and operate services, including contact details, addresses, passenger numbers and any accessibility, medical or child-related information supplied. It is used to deliver and administer the service, disclosed to drivers and any engaged subcontractor only as required, never sold, and handled under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Card details are processed by our payment provider. Requests for access or correction may be made by email.
23.2The content of the United Coachlines website, including text, policies, images, logos and design, is protected by the Copyright Act 1968 (Cth) and international conventions. One copy of a page may be retained for personal, non-commercial reference with this notice intact, and fair dealing is permitted as the Act allows. Any other reproduction, rewriting or scraping requires our written consent.
23.3Playing music or screening audiovisual material to a group on a vehicle is a public performance under the Copyright Act 1968 (Cth), even on a private charter. Music requires licences for both the musical work (APRA AMCOS) and the sound recording (PPCA), obtainable jointly through OneMusic Australia; films and television require a separate public performance licence. The Hirer is responsible for licensing, and the driver may stop content if no licence is produced.
Contact and next steps
For any question about these conditions, write to us through our contact form or use our contact page. Our office can also be reached on the number shown on our website.
