Terms of Service

These Terms of Service ("Terms") form a legally binding agreement between Thindd Transportation Service PTY LTD (trading as TTSS Coach Tours) (ABN: 62 635 301 674) ("we", "us", "our") and you ("you", "Customer"). By requesting a quote, making a booking, paying an invoice, or otherwise engaging our charter services, you agree to be bound by these Terms.

1. Definitions

• "Services" means the bus charter and transport services we provide, including school excursions, corporate events, airport transfers, wedding transport, sports team charters, private group charters, day tours, community transport, and regional or long-distance charter travel.
• "Vehicle" means any 6 to 57-seater air-conditioned minibus or coach allocated to your booking.
• "Charter" means the agreed transport arrangement between you and us for a specific itinerary.
• "Quote" means the estimated price provided based on the itinerary details you supply.
• "Fees" means the price payable for the Services as quoted, invoiced, or otherwise agreed.
• "Accreditation" means our Transport for NSW Fully Accredited Bus Operator status (Account No. 43346).

2. Charter Estimates and Quotes

• Quotes are estimates based on the itinerary details you supply, including passenger count, pickup and drop-off addresses, travel dates, and destinations.
• A quote does not constitute a confirmed booking. A booking is confirmed only once we have accepted it and any required deposit or payment has been received.
• Quotes are valid for 30 days from the date issued, unless stated otherwise.
• If actual requirements differ from those supplied — including additional stops, extended hours, changed passenger numbers, itinerary changes, or vehicle requirements — we will inform you of any adjusted Fees before proceeding.
• All prices are in Australian Dollars (AUD) and inclusive of GST where applicable.
• We offer fixed upfront rates with no hidden depot or fuel surcharges. From time to time, returning and referred customers may be offered exclusive pricing or preferential rates on selected bookings, subject to journey requirements, availability, and the conditions of that offer.

3. Bookings and Payment

• A booking is confirmed when we accept your request in writing (by SMS, phone confirmation, or email acknowledgement) and any required deposit is received.
• Payment is due on or before completion of the Services, or as otherwise agreed in writing.
• We accept bank transfer, PayID, credit and debit cards (Visa, Mastercard), and cash. Card payments are processed via secure third-party payment gateways.
• Until full payment is received, we may withhold completion of Services or refuse to commence a new Charter.

4. Passenger Conduct and Safety

As a Transport for NSW accredited operator, we maintain strict safety standards. All passengers must comply with the following:

• Seatbelt compliance is mandatory for all passengers at all times while the Vehicle is in motion, in accordance with NSW road laws.
• Zero-tolerance for unruly behaviour: any passenger who is aggressive, intoxicated, or poses a safety risk to the driver or other passengers may be required to disembark at the nearest safe location. No refund will be provided in such circumstances. Drivers retain the authority to manage any situation that could compromise passenger, driver, or road safety.
• Alcohol restrictions: consumption of alcohol is not permitted on board the Vehicle unless prior written approval has been given for a specific event (e.g. wedding, race day, or similar approved charter). NSW liquor laws apply at all times.
• Smoking and vaping are strictly prohibited on all Vehicles, in accordance with NSW transport laws.
• Working with Children Checks (WWCC): for school excursions and child-related transport, all drivers hold valid WWCC clearances.
• Passengers are responsible for any damage caused to the Vehicle and may be charged for repair or cleaning costs (see Section 9 for how such claims are handled).

5. Passenger Assistance and Special Requirements

We understand that not every passenger moves at the same pace or has the same needs, and we don't want this section to make anyone feel like a burden for requiring assistance — helping passengers is part of the service we provide.

• Please advise us in advance of any known requirements that may affect the journey, including mobility considerations, accessibility requirements, additional boarding time, significant luggage, medical equipment, child-related requirements, or other circumstances where extra assistance would help.
• Where reasonably possible, our drivers are happy to assist — for example helping a passenger board safely, allowing extra time, or helping a teacher organise a school group.
• Advising us ahead of time allows us to allocate the right vehicle and plan appropriately for your journey.

6. Route and Timing Variations

• Our accredited drivers reserve the right to alter routes in response to severe traffic, road closures, accidents, weather events, or safety hazards.
• While we strive for punctual arrivals, we are not liable for delays caused by circumstances beyond our reasonable control, including traffic congestion, roadworks, weather, emergency incidents, police activity, major events, mechanical issues, passenger delays, or government restrictions.
• If a route change results in additional time or distance, we will inform you and any adjusted Fees will be discussed before being applied.
• For airport and cruise terminal transfers, we monitor flight and arrival schedules and adjust pickup times accordingly.

7. Vehicle Allocation

• Vehicle allocation may depend on passenger numbers, availability, accessibility requirements, luggage, destination, journey type, and operational requirements.
• Where operationally necessary, we may substitute the originally planned Vehicle with another reasonably suitable Vehicle.

8. Cancellations and Deposits

• Deposit: a deposit may be required to secure your booking. The deposit amount will be specified at the time of quoting.
• Cancellation by Customer: cancellations made 7 or more days before the scheduled charter date will receive a full refund of any deposit. Cancellations made within 7 days may forfeit the deposit. Cancellations made within 48 hours of the scheduled pickup time may be charged the full charter Fee.
• Cancellation by Us: we may cancel or reschedule a booking due to vehicle breakdown, driver illness, or unforeseen circumstances. In such cases, we will offer a rescheduled time or a full refund of amounts paid for the cancelled Charter.
• Weather and Force Majeure: neither party is liable for failure to perform obligations due to events beyond reasonable control, including natural disasters, pandemics, government actions, or severe weather.

9. Incidents, Complaints, Damage and Reimbursement Claims

We take passenger safety, customer concerns, complaints, vehicle issues, and reported incidents seriously, and are committed to handling them fairly.

9.1 Reporting

Any incident, complaint, or concern — including an allegation that TTSS is responsible for property damage, repair costs, or another financial loss — must be reported to us as soon as reasonably practicable. We will acknowledge the report and respond as soon as reasonably possible.

9.2 Opportunity to Investigate and Rectify

Where reasonably possible, we must first be given the opportunity to inspect the matter, investigate the circumstances, obtain our own assessment or quotation, and arrange an appropriate repair or remedy. We may elect to arrange the repair directly, use a suitably qualified repairer, authorise another repairer, or agree to another reasonable remedy.

If another party proceeds with repairs, replacement, or rectification without first giving us this reasonable opportunity, we reserve the right to review or dispute responsibility for costs that were not authorised, reasonably incurred, or adequately substantiated.

9.3 Supporting Documentation for Claims

Any request for reimbursement, compensation, or credit must be accompanied by sufficient supporting information. Depending on the circumstances, this may include:

• a full itemised tax invoice;
• the repairer's business details;
• a description of the repair undertaken;
• a breakdown of individual parts and their cost;
• number of labour hours and the labour rate charged;
• diagnostic, inspection, or call-out charges;
• photographs of the reported damage;
• quotations or assessments/reports; and
• the date(s) the work was completed.

A single total figure without sufficient explanation may not provide enough information for us to properly assess a claim, and payment may be delayed until adequate documentation is provided.

9.4 Payment While a Matter Is Being Investigated

Where reimbursement, compensation, credit, or another payment is being requested in relation to a disputed incident or repair, payment may be held pending reasonable investigation and receipt of the required supporting documentation. This is not intended to avoid legitimate responsibility — it allows us to establish what occurred, whether we were responsible, what repair was reasonably required, whether the amount charged was reasonable, and whether we should have been given the opportunity to rectify the matter directly.

9.5 Right to Rectify

Where we accept that an issue requires rectification, we will be given a reasonable opportunity to arrange or complete that rectification ourselves. If another party chooses not to proceed with the reasonable remedy we offer, and instead independently incurs additional costs, those additional expenses do not automatically become our responsibility and may require separate assessment.

9.6 Emergency and Regulated Circumstances

This process may not apply in full where immediate action is required — for example matters involving immediate passenger safety, emergency services, police, government agencies or contracts, regulated worksites, insurers, workplace incidents, heavy vehicle regulatory requirements, road authorities, or other legal/contractual reporting obligations. Where such requirements prevent us from inspecting or rectifying a matter beforehand, or where an authority requires evidence or a vehicle to remain untouched during an investigation, the situation will be assessed based on the circumstances and available evidence at the time.

10. Your Responsibilities

You agree to:

• provide accurate information about passenger counts, pickup addresses, travel dates, and itinerary details;
• ensure all passengers are ready at the agreed pickup time and location;
• inform us in advance of any special requirements (see Section 5);
• ensure all passengers comply with the conduct and safety requirements in Section 4;
• treat our drivers and staff with respect;
• report any incident, concern, or damage claim in accordance with Section 9; and
• pay all amounts when due.

11. Limitation of Liability

To the maximum extent permitted by law, and subject to any rights you have under the Australian Consumer Law:

• Our total aggregate liability to you, whether in contract, tort (including negligence), under statute, or otherwise, is limited to the Fees you have paid us for the Charter giving rise to the claim.
• We are not liable for any indirect, consequential, special, incidental, or punitive loss or damage, including loss of profits, loss of opportunity, missed flights or events, or loss of business.
• We are not liable for delays or failures caused by traffic, weather, road closures, emergency services directions, or other circumstances beyond our reasonable control.
• Where our liability cannot be excluded but can be limited, our liability is limited (at our option) to re-performing the Services or paying the cost of having the Services re-performed.

Nothing in these Terms excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable legislation. Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures, you are entitled to a refund or compensation, and for other failures, to compensation for reasonably foreseeable loss.

12. Indemnity

You indemnify us against all loss, damage, cost, or expense (including reasonable legal fees) suffered by us as a result of:

• your breach of these Terms;
• any passenger causing damage to the Vehicle;
• your misrepresentation about passenger counts, itinerary, or booking details; or
• your breach of any applicable law,

except to the extent caused by our own breach or negligence.

13. Images and Website Content

Images displayed throughout this website may show TTSS vehicles, staff, destinations, previous services, or promotional material. The actual vehicle or driver allocated to your booking may vary according to availability, passenger requirements, and operational needs. Bookings remain subject to confirmation, availability, and these Terms.

All content on our website, including text, branding, logos, photographs, vehicle images, designs, and other materials, is owned by Thindd Transportation Service PTY LTD or our licensors. You may not copy, reproduce, modify, or commercially exploit any content without our prior written consent.

14. Dispute Resolution

If a dispute arises, please contact us first on 0495 039 750 — most issues can be resolved quickly through a direct conversation. If the dispute cannot be resolved within 21 days, the parties agree to attempt mediation through a mutually agreed mediator (or, failing agreement, a mediator appointed by the Resolution Institute) before commencing legal proceedings (except for urgent injunctive relief or recovery of debt).

You also have the right to refer consumer disputes to NSW Fair Trading (www.nsw.gov.au/fair-trading, phone 13 77 88).

15. Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of New South Wales and the courts of appeal from them.

16. General

• Entire agreement: these Terms, together with any quote, booking confirmation, or invoice we issue, constitute the entire agreement between the parties in relation to the Services.
• Severability: if any provision is found to be invalid or unenforceable, the remaining provisions continue in force.
• No waiver: failure to enforce a right is not a waiver of it.
• Assignment: you may not assign these Terms without our written consent. We may assign these Terms in connection with a sale or restructure of our business.
• Notices: notices must be in writing and sent to the contact details below.

17. Contact

Disclaimer: This policy is a general template and does not constitute legal advice. Thindd Transportation Service PTY LTD recommends seeking professional legal review to ensure full compliance with applicable laws before publishing.