Terms and Conditions

A pre-booked, fixed-price airport transfer, driven by the owner. We are a licensed Queensland booked hire service: every trip is arranged in advance and the fare is agreed before the journey, as Queensland’s booked hire rules require. We do not take street hails and there is no meter.

The car is normally the one shown on this site. Occasionally another vehicle of a similar or better standard may be used — while it is being serviced, for example — and if that happens your fare does not change and the passenger and luggage limits in §8 still hold. If the car for your trip matters to you, ask the driver before you book and he will tell you straight.

Our booking flow is unusual, and it is built to protect you:

1. When you book, your card is authorised, not charged. Your bank holds the fare; the money does not leave your account. Your statement may show this as a pending transaction.
2. The driver personally reviews every request. Nothing is confirmed by this website.
3. If he accepts, the held amount is charged and your booking is confirmed. If he cannot do the trip, the hold is released and you pay nothing. A card authorisation that is never captured lapses by itself — for online card payments the hold is valid for 7 days — and how quickly a released hold disappears from your statement is up to your bank.

Until the driver accepts, there is no confirmed booking — only a request with a hold behind it.

The price you see before paying is the price: fixed, in Australian dollars, GST inclusive. No surge, no meter, and no extras added on the day for tolls, parking or fuel. Anything that affects your fare — such as a late-night pick-up, a public holiday, or an extra stop — is itemised in your quote before you pay. A tax invoice is emailed to you as a PDF once the trip ends.

Tips are entirely optional, only ever charged at your request, and always as a separate transaction. We do not store your card details.

Message the driver on WhatsApp (0494 794 238), call or text the same number, or email support@bilingatransfers.com.au. If the new time or date works, the change is free. If it cannot be accommodated and you cancel, the terms below apply, measured against your original pick-up time.

There is no button on this website for it — you cancel by telling the driver, and he is the only person who can process it. Use whichever of these is easiest:

• WhatsApp the driver — the fastest, and the one he sees while driving
• Call or text 0494 794 238
• Email support@bilingatransfers.com.au

Quote your booking reference (it looks like GCA-260915-KQ4T and is on your booking page and in your confirmation) so he can find the trip straight away. Your cancellation takes effect at the moment you send it, not when he reads it. He will confirm back to you and start any refund from the time you sent it.

If your booking has not yet been accepted: cancelling is always free, whenever you do it. The hold on your card is released and you pay nothing.

If your booking has been accepted, the following applies, based on how long before your scheduled pick-up you cancel:

These fees reflect our genuine position rather than a penalty: we run one car, so an accepted booking means other work has been turned away for that time slot, and the less notice we have, the less chance that time can be filled again. If the driver is able to fill your slot with other work, the fee is refunded — you are charged for a loss only where there is one.

If your flight is cancelled or diverted: If your flight is cancelled or diverted and you tell us before your scheduled pick-up time, you receive a full refund, whatever the notice.

If we cancel: If the driver cannot honour an accepted booking for any reason, you receive a full refund promptly — a cancellation that is ours never carries a fee to you. We will tell you as soon as we know. Nothing in this section limits the remedies the Australian Consumer Law gives you when a service is not supplied.

Refunds go back to the card you paid with. Once a refund is issued, banks typically show it within about 5–10 business days.

For airport pick-ups we ask for your flight number, and the driver watches your flight: if it lands late, your pick-up moves with it at no charge.

Free waiting time:

• Airport pick-ups: 60 minutes, counted from your flight’s actual landing time — so baggage and customs never cost you anything, and a delayed flight never eats into your free hour.
• All other pick-ups (home, hotel, office): 15 minutes from the agreed pick-up time.

After the free window, waiting is charged at $15.00 per 15 minutes or part thereof. Where extra waiting is expected, it is included in your quote up front; otherwise the driver will agree it with you on the day before it is charged.

The driver will always try to reach you on the number you gave before treating a booking as a no-show. If we cannot reach you and you have not appeared within 90 minutes of your flight’s actual landing time (for airport pick-ups) or 45 minutes of the agreed pick-up time (for all other pick-ups), the booking is treated as a no-show and the full fare applies — the car came, waited, and could not do other work in that time.

Gold Coast Airport: Message the driver on WhatsApp when you have your bags, then walk out to the rideshare pick-up bays just outside the terminal, signed Uber Zone A. He brings the car round to meet you there.

Brisbane Airport: Message the driver on WhatsApp when you have your bags, then walk out to the rideshare pick-up area (follow the rideshare signs from arrivals). He brings the car round to meet you there.

The car carries up to 4 passengers, with up to 2 large suitcases and 2 carry-on bags. The booking form only lets you book a load the car can take, so you cannot buy a trip your luggage will not fit in. If you have more than that, tell us before you book and the driver will say straight away whether he can arrange it — we would rather lose the booking than leave you at the kerb with luggage that will not go in.

We do not carry child seats, and we have no second car to send. Queensland law treats booked hire vehicles differently from private cars (Queensland Road Rules ss 266, 267(8C), 267A): when no restraint is available in the vehicle, a child under 1 may travel on the lap of a passenger aged 16 or over, and a child under 7 may travel using the seatbelt — in both cases in the back seat, never the front. You are very welcome to bring your own child restraint: the driver will help you fit it, and once a restraint is in the car the ordinary rules apply. If you would rather not travel under these rules, we understand — please book a service that carries them. We say all of this here so you know before you pay.

Everyone in the car must wear a seatbelt — that is Queensland law. The driver may refuse or end a trip where continuing would be unsafe or unlawful (for example, a passenger who is violent or abusive, more passengers than seatbelts, or a load the car cannot legally carry). If a trip is refused or ended for these reasons, any refund is handled under the Australian Consumer Law rather than the table above.

Our services come with consumer guarantees under the Australian Consumer Law that cannot be excluded — including that they are provided with due care and skill, and within a reasonable time. If we fail to meet one of them, you are entitled to a remedy under that law, and nothing on this page limits it.

Beyond those rights, our responsibility is limited to resupplying the transfer or refunding what you paid for it. We are not responsible for a missed flight or connection where the cause was outside our control.

A booking gives us your name, mobile number, email address, pick-up and drop-off addresses and flight number. We use them to do the trip, to reach you about it, and to send your tax invoice. The driver sees them on his phone; nobody else does. Card details go to Stripe, our payment processor, and never touch us.

Two services see part of this on our behalf: Stripe for the payment, and our email provider for the invoice. Messages to the chat assistant on this site are handled by an automated service; do not put card numbers in it.

Advertising measurement. We advertise on Google. So that we can tell whether an advert led to a booking, Google sets a cookie when you arrive from one of our adverts, and this site tells Google when a booking request has been made and the amount it was for. Google does not receive your name, email address, phone number, addresses or flight number from us. You can turn this off in your browser's cookie settings or at Google's ads settings (adssettings.google.com); the site works the same either way.

The site also counts which steps each visit reaches — the fare table on the home page, then the price, the details and the card in the booking form — so that we can see where it loses people. That count is kept on our own servers, is never joined to a name, an address or a contact detail, and uses no cookie: the tab makes up a random id and forgets it when it closes.

We do not sell or rent any of this to anyone. To see what we hold about you or have it removed, email support@bilingatransfers.com.au; a completed booking's tax invoice is kept for as long as Australian tax law requires.

These terms are governed by the law of Queensland, Australia. We may update them, and the version that applies to your booking is the version you accepted when you paid — a later change never applies backwards to a booking already made.

If something here is unclear or you think it is unfair, tell the driver on 0494 794 238. If we cannot resolve it, the Australian Competition and Consumer Commission and the Queensland Office of Fair Trading both take complaints.