Terms of Service
IDWT COLLECTIVE PTY LTD · ABN 47 665 940 705
To ensure a smooth, fair and consistent experience across our Chauffeur Services, the following terms and conditions apply.
1. Introduction
These Terms of Service govern the provision of services by IDWT COLLECTIVE PTY LTD, including but not limited to:
Chauffeur and luxury transportation services
Airport transfers
As directed and standby vehicle services
Event transportation logistics
Security and close protection services
Lifestyle and concierge related coordination services
Private aviation and third party transport coordination
By engaging IDWT, requesting a quotation, confirming a booking, using our website, or accepting our services, you agree to be bound by these Terms of Service.
These Terms apply unless otherwise agreed in writing.
2. Booking Confirmation
A booking is considered confirmed when:
written confirmation is issued by IDWT;
a deposit or payment is received where applicable; or both parties agreed to commence services on the condition of deferred payment.
IDWT reserves the right to decline or cancel any booking at its discretion where:
operational requirements cannot be safely or reasonably met;
information provided is incomplete or inaccurate;
payment requirements are not satisfied; or client conduct is inappropriate, unlawful, unsafe, or abusive.
3. Quotations, Tentative Reservations, and Booking Holds
Unless otherwise stated in writing:
quotations are indicative only;
quotations are valid for 7 days;
pricing may change due to availability, operational requirements, supplier changes, public holidays, demand conditions, or location changes;
additional charges may apply where the booking scope changes.
Quoted pricing is based on the information provided at the time of quoting.
Tentative Bookings and Operational Holds
IDWT may, at its discretion, provisionally reserve vehicles, chauffeurs, operators, security personnel, logistics resources, or operational capacity prior to formal booking confirmation.
Where a client requests that operational capacity be informally held, reserved, prioritised, or kept available pending final confirmation, IDWT may:
apply temporary reservation fees;
require a deposit;
impose confirmation deadlines;
apply minimum spend commitments;
apply release or cancellation fees if operational resources were withheld from other bookings
Operational resources reserved or informally held for a client may be treated as committed operational allocation even where the client delays formal written confirmation.
Late Confirmations and Priority Allocation
Where confirmations are provided within short operational lead times, including same day or next day confirmations, IDWT reserves the right to:
apply expedited operational surcharges;
charge premium or peak allocation pricing;
prioritise previously confirmed bookings;
limit vehicle or personnel availability;
decline bookings that cannot be safely or reasonably fulfilled.
Clients acknowledge that delayed confirmations may significantly impact operational planning, staffing allocation, contractor scheduling, and vehicle availability.
For complex, touring, event, festival, security, or high demand periods, IDWT may require:
written confirmation by a specified deadline;
non refundable deposits;
minimum committed service volumes;
progressive confirmation milestones;
guaranteed minimum booking values.
Failure to confirm by the required deadline may result in release of operational allocations without liability to IDWT.
Changes to passenger numbers, vehicle requirements, schedules, routing, waiting time, security requirements, luggage requirements, venue access, event scope, or operational conditions may result in revised pricing.
4. Payment Terms and Invoice Disputes
Unless otherwise agreed in writing:
invoices are payable within 7 days;
deposits may be required for selected bookings;
large scale, multi day, event, touring, security, or bespoke services may require progressive payments or full prepayment;
card surcharges may apply;
overdue accounts may incur recovery costs and interest permitted by law.
Clients must review invoices promptly upon receipt.
Any invoice dispute, query, discrepancy, or objection must be raised in writing within 10 calendar days of the invoice issue date.
The written notice must:
clearly identify the disputed invoice item;
specify the basis of the dispute;
provide any supporting information reasonably required for review.
Where no written dispute is received within 10 calendar days:
the invoice will be deemed accepted by the client;
the client acknowledges the charges as valid and payable;
the invoice becomes immediately due and payable in accordance with the stated payment terms.
Nothing in this clause limits either party’s rights under applicable Australian law, including rights that cannot lawfully be excluded under Australian Consumer Law.
Where a genuine dispute is raised within the required timeframe:
the undisputed portion of the invoice must still be paid by the due date;
both parties will act reasonably and in good faith to resolve the disputed component promptly.
IDWT reserves the right to suspend or refuse services where accounts remain unpaid.
5. Operational Surcharges
IDWT may apply operational surcharges during periods of increased operational demand, supplier volatility, fuel volatility, peak trading conditions, public holidays, major events, or other extraordinary operating conditions.
Operational surcharges may apply to:
transfers;
hourly bookings;
as directed services;
standby time;
minimum booking periods;
event logistics operations;
cancellation charges;
major last minute requests.
Applicable surcharges will generally be communicated at the time of booking or quotation where reasonably practicable.
6. Waiting Time and Standby
Airport Transfers:
Domestic arrivals include up to 30 minutes complimentary waiting time from actual flight landing time.
International arrivals include up to 45 minutes complimentary waiting time from actual flight landing time.
All other bookings:
waiting time is charged from 15 minutes after the scheduled pickup time;
waiting time is charged in increments determined by IDWT at the applicable hourly rate of the vehicle type booked.
For as directed or standby services:
the vehicle, chauffeur, and operational resources remain allocated exclusively to the client during the reserved booking period;
standby and waiting periods form part of the booked service time regardless of whether the vehicle is actively moving.
7. Flight Monitoring
Where flight details are provided:
IDWT will make reasonable efforts to monitor commercial flight arrivals;
clients remain responsible for providing accurate flight information;
IDWT is not responsible for delays or disruptions caused by incorrect flight details provided by the client.
For private aviation services, charter operations, or bespoke travel arrangements, clients are responsible for communicating schedule updates directly unless otherwise agreed.
8. Cancellations, Amendments, and Rescheduling
Cancellations impact vehicle allocation, chauffeur scheduling, contractor commitments, operational planning, logistics coordination, and booking availability.
Once a booking is confirmed, the cancellation terms below apply unless otherwise agreed in writing.
Cancellation charges compensate for operational allocation, supplier commitments, scheduling impacts, and loss of booking availability.
Standard Chauffeur Services
More than 24 hours prior to scheduled service: No cancellation fee. Any pre-paid deposit may be credited or refunded.
Between 12 and 24 hours prior to scheduled service: 50% of total booking value.
Less than 12 hours prior to scheduled service or non communicated no show: 100% of total booking value.
Hourly and As Directed Services
More than 72 hours prior to scheduled service: No cancellation fee. Any pre-paid deposit may be credited or refunded.
Between 24 and 72 hours prior to scheduled service: 50% of total booking value.
Less than 24 hours prior to scheduled service or non communicated no show: 100% of total booking value.
For hourly and as directed services:
the vehicle and chauffeur remain exclusively allocated to the client for the reserved booking period;
releasing the vehicle earlier than scheduled does not reduce the booked minimum duration or total booking value;
standby periods, holding periods, and operational waiting time remain chargeable as part of the booked service;
bookings include up to 20 kilometres of travel per booked hour unless otherwise agreed in writing by IDWT;
additional distance travelled beyond the included allocation may incur additional operational, mileage, toll, repositioning, or surcharge costs.
Where operational routes, traffic conditions, venue access restrictions, client directed routing, regional travel, or itinerary changes materially increase vehicle utilisation or travel distance, IDWT reserves the right to apply additional charges.
Event, Touring, Security, and Multi Day Operations
More than 7 days prior to service commencement: No cancellation fee. Deposits may be refunded or transferred at IDWT’s discretion.
Between 3 and 7 days prior to service commencement: 50% of total booking value.
Within 72 hours of service commencement: 100% of total booking value.
These services often involve:
contractor and operator allocations;
accommodation commitments;
vehicle reservations;
event logistics planning;
staffing and scheduling commitments;
security resource allocation;
supplier and third party coordination.
As a result, cancellation charges may apply even where portions of the service have not yet physically commenced.
For selected event, touring, security, VIP, corporate, festival, or large scale operational bookings, IDWT may require completion of a valid Credit Card Authorisation Form prior to service commencement.
This requirement assists IDWT in managing:
late operational changes;
waiting time;
standby extensions;
vehicle damage;
cleaning costs;
tolls, parking, and incidental operational expenses;
cancellation or no show charges;
additional services requested during live operations.
Where required, failure to provide a completed Credit Card Authorisation Form, valid payment details, or requested supporting identification may result in:
suspension of booking confirmations;
release of operational allocations;
refusal of service commencement;
delays in vehicle dispatch or scheduling.
Clients authorise IDWT to charge approved amounts associated with confirmed operational services, agreed variations, applicable cancellation charges, and legitimate additional operational costs incurred in connection with the booking.
IDWT will process all payment information in accordance with applicable Australian privacy and payment handling obligations.
Modifications and Rescheduling
Requests to amend or reschedule bookings are subject to operational feasibility and availability.
Where reasonably practicable, IDWT will attempt to accommodate booking changes without penalty.
However:
reductions in booked hours or scope within cancellation periods may remain fully chargeable;
substantial itinerary changes may require revised pricing;
significant changes may be treated as a cancellation and rebooking where operationally necessary.
Point to Point Transfer Amendments
For point to point transfers:
minor schedule adjustments may be accommodated where operationally possible;
changes requested within close proximity to the scheduled service may not be possible due to chauffeur allocation and scheduling impacts;
where revised timings conflict with other confirmed services, additional charges may apply.
Waiting Time
Unless otherwise agreed in writing:
point to point transfers include up to 15 minutes complimentary waiting time;
additional waiting time is charged in increments determined by IDWT;
extended waiting time is subject to chauffeur availability and operational feasibility.
Airport transfer waiting time allowances are governed separately under Section 6.
Refunds and Credits
Approved refunds are generally processed within 7 business days to the original payment method.
IDWT may alternatively offer service credits, transfer credits, or booking rescheduling at its discretion.
Force Majeure and Operational Disruption
Where cancellations, delays, or operational disruptions occur due to events outside the reasonable control of either party, including:
severe weather;
road closures;
public safety incidents;
flight disruptions;
venue restrictions;
government directions;
emergencies;
supplier failures;
security risks;
acts of God;
IDWT will assess the matter fairly and reasonably based on the operational circumstances.
Where costs have already been incurred, contractors allocated, or services commenced, those costs may remain chargeable.
Where a client fails to make reasonable efforts to notify IDWT of disruptions or cancellation requests, the booking may be treated as a non communicated cancellation and full charges may apply.
9. Client Responsibilities
Clients are responsible for:
ensuring booking details are accurate;
providing safe pickup and drop off locations;
ensuring passengers behave safely and lawfully;
complying with venue, event, airport, and government requirements;
advising IDWT of special requirements, accessibility needs, security risks, excessive luggage, child restraint requirements or operational considerations.
Child Restraints and Safety Requirements
Baby seat and booster seat installations are available upon request and incur a $20 installation and handling fee per seat unless otherwise agreed in writing by IDWT.
Clients are responsible for accurately advising IDWT of all child restraint requirements at the time of booking, including the number of children, ages, and required restraint types.
If a booking requires a legally required child restraint that was not disclosed prior to service commencement, and the service cannot be safely or lawfully completed without the appropriate restraint, IDWT reserves the right to refuse, delay, or cancel the service.
In such circumstances, cancellation charges may apply and any replacement vehicle, chauffeur, taxi, rideshare, or alternative transport arranged at the client’s request or operational necessity may incur additional costs payable by the client.
IDWT will not require chauffeurs, operators, or contractors to undertake services that may breach applicable road safety laws, child restraint laws, or operational safety requirements.
Clients are liable for:
excessive cleaning costs;
damage caused by passengers;
smoking, or prohibited conduct within vehicles;
unlawful conduct by passengers;
additional operational costs caused by inaccurate or incomplete booking information.
10. Refusal of Service
IDWT reserves the right to refuse or terminate services where:
passenger behaviour is abusive, threatening, unsafe, intoxicated, discriminatory, or unlawful;
operational safety is compromised;
instructions place personnel or contractors at unreasonable risk;
venue or environmental conditions are unsafe;
payment obligations are not satisfied.
Where service is refused due to client or passenger conduct, full charges may still apply.
11. Vehicles and Third Party Providers
Vehicle type requests are subject to availability.
IDWT reserves the right to substitute vehicles where necessary due to operational requirements, safety considerations, supplier issues, or unforeseen circumstances.
IDWT may utilise approved third party operators, contractors, affiliates, security personnel, aviation providers, or transportation partners to fulfil bookings.
While IDWT exercises reasonable care in supplier selection and coordination, IDWT is not liable for delays, losses, or disruptions arising from events outside its reasonable control.
12. Delays and Force Majeure
IDWT is not liable for delays, interruptions, or failure to perform services caused by circumstances beyond reasonable control, including:
traffic incidents;
road closures;
weather conditions;
flight disruptions;
airport delays;
security incidents;
government directions;
industrial action;
supplier failures;
vehicle breakdowns;
public events;
emergencies;
acts of God.
IDWT will make reasonable efforts to minimise operational disruption where possible.
13. Security Services
Security and close protection services are operational support services only.
Unless expressly agreed in writing:
IDWT does not guarantee personal safety outcomes;
IDWT does not provide law enforcement services;
Security assessments remain dynamic and subject to changing operational conditions.
Clients must disclose known risks, threats, conflicts, venue issues, or operational concerns relevant to service delivery.
14. Limitation of Liability
To the maximum extent permitted by law:
IDWT excludes liability for indirect, incidental, special, or consequential loss;
IDWT is not liable for loss of profits, business interruption, missed flights, missed events, accommodation costs, reputational damage, or third party costs;
IDWT’s total liability arising from any service is limited to the fees paid for the relevant booking.
Nothing in these Terms excludes rights that cannot be excluded under Australian Consumer Law.
Where guarantees apply under Australian Consumer Law, IDWT’s liability is limited, where permitted, to:
re supplying the services; or payment of the cost of having the services supplied again.
15. Personal Property
Passengers are responsible for their personal belongings.
IDWT is not responsible for:
lost property;
forgotten items;
theft;
damage to personal belongings;
items left in vehicles.
Where lost property is recovered, IDWT may arrange return delivery at the client’s cost.
16. Privacy
IDWT collects and uses personal information for operational, booking, compliance, security, safety, and communication purposes.
By engaging our services, you consent to the collection and use of information reasonably required to deliver services.
IDWT may disclose relevant information to:
contractors;
drivers;
operators;
security personnel;
suppliers;
aviation providers;
technology platforms;
authorities where legally required.
IDWT will take reasonable steps to protect personal information in accordance with applicable Australian privacy laws.
17. Intellectual Property
All website content, branding, graphics, documents, systems, operational frameworks, and materials produced by IDWT remain the intellectual property of IDWT unless otherwise agreed in writing.
No material may be reproduced, copied, distributed, or used commercially without prior written consent.
18. Website Use
Users of the IDWT website must not:
misuse the website;
attempt unauthorised access;
distribute malicious software;
copy or exploit website content unlawfully;
use the website for unlawful activity.
Website information is provided for general information purposes only and may change without notice.
19. Confidentiality
Clients acknowledge that IDWT may be exposed to confidential, sensitive, operational, commercial, travel, event, or personal information.
IDWT will take reasonable steps to maintain confidentiality except where disclosure is:
required operationally;
authorised by the client;
required by law;
necessary for safety or compliance purposes.
20. Governing Law
These Terms are governed by the laws of New South Wales, Australia.
Any disputes arising in connection with these Terms or services provided by IDWT will be subject to the exclusive jurisdiction of the courts of New South Wales.
21. Amendments
IDWT reserves the right to amend these Terms at any time.
Updated Terms will take effect upon publication on the IDWT website unless otherwise stated.
22. Contact Details
IDWT COLLECTIVE PTY LTD
E: bookings@idwtcollective.com.au
P: +61 489 266 633
ABN: 47 665 940 705
Auth: BSP-445630
Master Security Licence: 000108432
23. Amendments
By requesting, confirming, paying for, or using services provided by IDWT Collective Pty Ltd, the client acknowledges that they have read, understood, and agreed to these Terms of Service.
These Terms apply to all bookings, quotations, services, operational support, logistics coordination, and related services provided by IDWT unless otherwise agreed in writing.
A client’s continued use of IDWT services constitutes ongoing acceptance of these Terms as amended from time to time.