Terms & Conditions

DEFINITIONS

In these Terms and Conditions, unless the context otherwise requires:

General Terms

(a) “Keys Please” – Refers to Fake Company Pty Ltd (ABN: 48 654 978 239), including its associated brands Keys Please, We Drive You, You Drink We Drive, Keys to Drive, Dial A Driver, Scooter Angels and Angel Drivers, as well as any affiliated companies, representatives, and Drivers providing services under these brands.
(b) “Client” – Any individual, entity, or organization booking or using Keys Please’s services.
(c) “Passenger” – Any person traveling in the Client’s vehicle while a Keys Please Driver is providing transportation services.
(d) “Driver” – A professional driver contracted or employed by Keys Please or an associated company to provide driving services.
(e) “Service” – The transportation services provided by Keys Please, including but not limited to personal vehicle driving, event transport, and corporate transport solutions.
(f) “Booking” – A confirmed reservation made by the Client for a Keys Please Driver to provide transportation services at a specified time and location.
(g) “Booking Confirmation” – A written or electronic confirmation from Keys Please indicating that a reservation has been successfully made.
(h) “Associated Company” – A third-party company affiliated with Keys Please, which may provide services on Keys Please’s behalf if no internal Driver is available.

Rates & Surcharges

(a) “Standard Fare” – The base fee charged for a transportation service, excluding any additional surcharges.
(b) “Late Night Surcharge” – An additional fee applied to bookings with a pick-up time between 11:40 PM and 5:29 AM, as detailed in Section 18.
(c) “Early Morning Surcharge” – An additional fee applied to bookings with a pick-up time between 5:30 AM and 6:44 AM, as detailed in Section 19.
(d) “Out of Area Surcharge” – An additional fee applied when a Driver must travel a significant distance to reach a Client or return to their home location, as detailed in Section 20.
(e) “High Demand Day Surcharge” – Additional fees charged for bookings on public holidays and major events, as detailed in Section 21.
(f) “High Demand Event Location Surcharge” – Additional fees charged for pick-ups from arenas, stadiums, racecourses, festivals, or other entertainment venues, as detailed in Section 23.
(g) “Wait Time Charge” – A fee applied when the Driver must wait beyond the designated grace period for the Client to enter the vehicle.
(h) “Holding Deposit” – A fee paid at the time of booking to secure a Driver, which may be non-refundable under certain conditions.

Vehicle & Insurance Terms

(a) “Registered Vehicle” – A motor vehicle with a current and valid registration in accordance with state or territory laws.
(b) “Roadworthy Vehicle” – A vehicle that is deemed safe for operation on public roads, free of major defects, and compliant with local road safety regulations.
(c) “Unroadworthy Vehicle” – A vehicle with visible mechanical issues (e.g., loose steering, faulty brakes, flat tires) that may compromise driving safety.
(d) “Comprehensive Insurance” – An insurance policy covering accidental damage, third-party liability, and theft for the Client’s vehicle.
(e) “Third-Party Insurance” – A limited insurance policy that only covers damage to other vehicles or property, but not the Client’s own vehicle.
(f) “Rental Vehicle” – Any vehicle hired or leased from a rental company by the Client.
(g) “Insurance Excess” – The out-of-pocket amount the Client must pay before an insurance claim is processed.
(h) “Liability Cap” – The maximum financial responsibility accepted by Keys Please in the event of an accident, as outlined in Section 26.

Referral Program & Credits

(a) “Referral Program” – A system where existing Clients can earn credits by referring new Clients to Keys Please.
(b) “Referral Credit” – A non-cash redeemable credit awarded for successful referrals, as detailed in Section 27.
(c) “Valid Referral Credit” – A referral credit that is active within the three-month redemption period and meets the usage criteria.
(d) “Credit Expiry” – The timeframe after which an unused referral credit is no longer valid (typically three months).

Booking, Payment & Cancellation Terms

(a) “Deposit” – A prepaid amount to secure a booking, which may be non-refundable if the booking is canceled.
(b) “Prepayment” – Full payment required before the scheduled service, typically up to 48 hours prior to the booking time.
(c) “No-Show” – When a Client fails to arrive at the pick-up location within the allotted grace period, without prior cancellation.
(d) “Cancellation Fee” – A fee charged when a Client cancels a booking outside the allowable cancellation window.
(e) “Grace Period” – The allotted waiting time before a Wait Time Charge is applied.

Legal & Liability Terms

(a) “Force Majeure” – Any unforeseen and uncontrollable event, such as natural disasters, strikes, or governmental restrictions, that prevents Keys Please from fulfilling its obligations.
(b) “Indemnity” – The Client’s agreement to hold Keys Please harmless from liability for any damages, claims, or losses arising from their use of the service, except in cases of gross negligence by Keys Please.
(c) “Exclusion of Liability” – Keys Please is not responsible for any delays, cancellations, accidents, or other incidents outside its control.
(d) “Driver Discretion” – The Driver’s right to refuse service if a vehicle is deemed unsafe, unroadworthy, or illegal to operate.
(e) “Road Rule Compliance” – All Drivers must adhere to local road laws, and any infringements (e.g., speeding fines) are the Driver’s personal liability.

Operational & Miscellaneous Terms

(a) “Operational Hours” – The time frame in which Keys Please services are available, including peak and off-peak hours.
(b) “Service Area” – The geographical regions where Keys Please operates, including Melbourne, Sydney, Gold Coast, and Brisbane.
(c) “Public Holiday” – A gazetted national or state-recognized holiday, during which High Demand surcharges may apply.
(d) “Deferred Public Holiday” – A substitute public holiday (e.g., when a public holiday falls on a weekend and is observed on a weekday).
(e) “Festival or Event Location” – Any large-scale event location (e.g., arenas, racecourses, entertainment venues) where special surcharges apply.
(f) “Third-Party Service Provider” – A separate company that may provide services on behalf of Keys Please if no internal Driver is available.

1. BOOKINGS

1.1 Reservation Requirements
(a) All bookings must be secured with a valid and active credit or debit card.
(b) Payments via Electronic Funds Transfer (EFT) will only be accepted if the booking is made and paid in full at least twenty-eight (28) days prior to the required date and subject to prior written approval from Keys Please management.

1.2 Driver Allocation & Payment
(a) Driver details will not be disclosed to the Client until full payment has been received.
(b) No payment will be processed until a Driver has been allocated to the booking.

1.3 Pre-Booking & Booking Methods
(a) Clients are encouraged to make pre-bookings, particularly for peak periods, including Thursday, Friday, and Saturday evenings. Pre-bookings may be made up to six (6) months in advance.
(b) Bookings can only be made through Keys Please’s designated operations SMS number: 0400 000 000 (for international bookings: +61 400 000 000).
(c) Bookings communicated via Drivers will not be considered confirmed unless explicitly authorized by Keys Please management. This includes future-dated bookings.
(d) The Client bears full responsibility for canceling future-dated bookings by notifying Keys Please via SMS at 0400 000 000.

1.4 Short-Notice Bookings
(a) A minimum of two (2) hours’ notice is preferred for short-notice bookings.
(b) Bookings with less than two (2) hours’ notice may be accommodated subject to Driver availability but are not guaranteed.

1.5 Booking Confirmation
(a) A booking is considered confirmed only when the Client receives an explicit confirmation via SMS, phone call, or email from a Keys Please representative.
(b) A confirmation SMS will typically be sent on the day of the booking or, for bookings scheduled before 3:00 PM, on the preceding day.
(c) For high-demand periods, confirmations will generally be sent the day before the scheduled booking.
(d) The Client acknowledges that confirmed booking details, including the allocated Driver and pick-up time, may be subject to change on the day of service.

1.6 Driver Contact Details & Client Responsibilities
(a) The confirmation SMS will include the allocated Driver’s name and mobile number.
(b) The Client agrees to use the Driver’s contact details exclusively for communication relating to the specific confirmed booking and not for any other purpose.
(c) Upon receipt of the confirmation SMS, the Client must verify that all booking details are accurate. Any discrepancies must be reported immediately.

1.7 Fare Calculation & Additional Charges
(a) Trip fares are calculated based on the most direct route from the designated pick-up point to the final destination.
(b) If the Client instructs the Driver to take an alternate route, additional charges may apply, including but not limited to:
(i) Extra distance-based charges;
(ii) Additional time-based charges (Wait Time fees); and
(iii) Charges incurred for unscheduled stops, at the discretion of Keys Please management following consultation with the Driver.

1.8 Surcharges
(a) Additional surcharges may apply during peak periods, public holidays, or other high-demand times to account for increased operational and Driver costs.
(b) Keys Please reserves the right to determine and apply such surcharges at its sole discretion.

2. CLIENT INFORMATION & PRIVACY

2.1 Use of Client Information
(a) The Client agrees that their personal information may be collected, stored, and used by Keys Please and its affiliates strictly for the purposes of facilitating bookings, processing payments, and providing services.
(b) The Client acknowledges that their information may be used for immediate, direct, and indirect purposes related to their engagement with Keys Please, including customer service, operational coordination, and compliance with legal obligations.

2.2 Financial Information Protection
(a) Keys Please will not disclose, share, or provide the Client’s financial information to any third party, including affiliates, unless required by a valid subpoena, court order, or other legally binding directive.
(b) Affiliates of Keys Please will not have access to the Client’s financial information under any circumstances.

3. PAYMENT TERMS

3.1 Payment Methods & Conditions
(a) All payments for services provided by Keys Please must be pre-paid via debit or credit card.
(b) The following payment methods are not accepted unless expressly approved by Keys Please management:
(i) PayID transactions;
(ii) Electronic Funds Transfer (EFT), unless pre-approved in writing by management.
(c) Payment will be processed against the debit or credit card on file before a Driver is dispatched to the Client.
(d) If an invoiced account is required, prior written approval from Keys Please management must be obtained at least seventy-two (72) hours before service is provided. (Refer to Clause 3.9)

3.2 Accepted Payment Cards
(a) Visa and Mastercard are the preferred payment methods.
(b) Payments made using American Express (Amex) will incur a surcharge of 1.5%.

3.3 Cash Payments
(a) Cash payments are not accepted for any bookings.

3.4 Deposits for Vehicle Hire
(a) Where Keys Please provides a vehicle (e.g., hire coach), a $250 deposit is required at the time of booking.
(b) A portion of the deposit, $50, is non-refundable under all circumstances.

3.5 Credit/Debit Card Storage & Security
(a) The Client agrees that their debit/credit card may be charged immediately for payment, securely stored for future transactions, and, if applicable, charged after service completion for any additional fees as per these Terms and Conditions.
(b) Keys Please does not store full credit/debit card details. Instead, a secure third-party financial services provider is used for payment processing.
(c) Keys Please only retains the last four (4) digits and the expiry date of the stored card.
(d) All other payment information received is permanently deleted/destroyed immediately after being entered into the secure payment system.

3.6 Online Booking Payments
(a) If the Client makes a booking through Keys Please’s online system, they agree to provide their debit/credit card details upon request for future transactions.

3.7 Failed Payment Processing
(a) If Keys Please is unable to successfully process a Client’s credit/debit card payment, the booking may be canceled.
(b) Before cancellation, Keys Please will attempt to contact the Client to arrange an alternate payment method.
(c) Based on the error message received, Keys Please may advise the Client to contact their financial institution for further assistance.

3.8 Peak Period & Event Bookings
(a) Bookings made for peak periods, including but not limited to Christmas, New Year’s Eve, festivals, and major events, require a $50 non-refundable holding deposit at the time of booking.
(b) The remaining balance will be charged to the Client’s stored debit/credit card 24 to 48 hours before the scheduled service.

3.9 Invoiced Payments & Late Fees
(a) Clients requesting an invoice must obtain prior approval from Keys Please management at least 72 hours before their booking.
(b) A $20 administration fee will apply to all invoiced payments.
(c) Payments not made by the due date specified on the invoice will incur a 25% late fee on the total outstanding amount.

3.10 Post-Service Payments & Late Fees
(a) In cases where Keys Please provides a service before payment is processed, the Client agrees to provide an updated debit/credit card within seven (7) days of the service date if the initial payment is unsuccessful.
(b) Failure to provide a valid payment method within this timeframe will result in a 25% surcharge of the total amount owed, up to a maximum surcharge of $50, which will be added to the final charge.

3.11 Confidentiality of Financial Information
(a) Keys Please will not disclose, share, or provide the Client’s financial details to any third party unless compelled by a legally binding directive, including a subpoena or court order.

4. CANCELLATIONS

(Refer to Clause 6 – Refunds for applicable refund policies)

4.1 Standard Cancellation Policy
(a) For bookings within metropolitan areas, cancellations require a minimum of two (2) hours’ notice before the scheduled pick-up time. Failure to provide such notice will result in the full fare being charged.
(b) The definition of a metropolitan area is as per the relevant capital city’s designated metropolitan boundary.

4.2 Late Cancellations & Driver En Route
(a) If a Keys Please Driver has arrived or is within one (1) hour of arrival at the pick-up address and the Client cancels, the full fare will be payable.

4.3 Outer Metropolitan Cancellations
(a) For bookings in outer metropolitan areas (i.e., locations where the pick-up point is more than one (1) hour’s drive from the nearest capital city), cancellations require a minimum of three (3) hours’ notice before the scheduled pick-up time.
(b) Failure to provide three (3) hours’ notice will result in the full fare being charged.

4.4 Refund Discretion in Late Cancellations
(a) In cases where a Client provides some notice but does not meet the minimum cancellation timeframe, the amount refunded (if any) will be at the sole discretion of Keys Please management.
(b) Factors considered in determining refund eligibility may include:
(i) The distance traveled by the Driver before cancellation;
(ii) The actual notice period provided by the Client.
(c) The final refund decision will be made by Keys Please management in consultation with the allocated Driver.

4.5 Exceptions – Peak Periods & Events
(a) Christmas Day & New Year’s Eve – Cancellations for bookings on these dates require a minimum of twenty-four (24) hours’ notice. Failure to provide such notice will result in the full fare being charged.
(b) Festivals & Equivalent Events – Cancellations related to festival bookings or bookings involving extensive travel will be subject to separate cancellation timeframes as stated in Clause 5 (Changes to a Confirmed Booking).
(c) Clients who have prepaid for a service and cancel without providing the required notice will forfeit the full prepayment amount.

5. CHANGES TO A CONFIRMED BOOKING

5.1 Client-Initiated Changes
(a) The Client may request changes to a confirmed booking, provided that:
(i) The request is made at least two (2) hours prior to the scheduled pick-up time; and
(ii) The change request is confirmed by a Keys Please Operations Team Member via SMS.
(b) All changes are subject to availability at the time of the request.

5.2 Changes Resulting in Additional Charges
(a) If a change to a confirmed booking results in additional charges (including changes to the collection address, destination address, or additional stops), the additional amount will be:
(i) Debited immediately at the time of change; or
(ii) Charged on completion of the journey.

5.3 Exceptions – Extended Travel & Festivals
(a) Where the pick-up point is more than one (1) hour’s drive from the closest capital city, a minimum of three (3) hours’ notice is required for any changes to a confirmed booking.
(b) For bookings involving festivals (or equivalent events) where the pick-up point is more than 1.5 hours’ drive from the closest capital city, a minimum of twenty-four (24) hours’ notice is required.
(c) If a requested change to a confirmed booking effectively becomes a cancellation due to insufficient notice as per the above timeframes, no refund will be provided.

5.4 Changes When the Driver is En Route
(a) If a Keys Please Driver has arrived or is within twenty (20) minutes of the pick-up address and the Client changes their pick-up time to more than sixty (60) minutes later, the full fare will be payable.
(b) If Keys Please is able to accommodate the new pick-up time using either the originally allocated Driver or an alternative Driver, one of the following fees will apply:
(i) A Rebooking / Call-Out Fee of $80; or
(ii) Wait Time charges, calculated in accordance with Keys Please’s prevailing rates.
(c) If the change requires a Driver to travel more than 20 kilometers from the nearest capital city, further charges may apply at the discretion of Keys Please management.

6. Keys Please-INITIATED CHANGES TO A CONFIRMED BOOKING

6.1 Operational Changes & Adjustments
(a) Due to unforeseen operational challenges, Keys Please may need to adjust a confirmed booking time. Such changes may arise due to:
(i) Previous Clients delaying the Driver by failing to adhere to their scheduled pick-up time;
(ii) Traffic disruptions, including police activity, accidents, or road closures;
(iii) Adverse weather conditions affecting road safety or causing detours.

6.2 Client Notification of Changes
(a) In the event of a necessary booking adjustment, Keys Please Operations or the allocated Driver (or both) will make reasonable efforts to notify the Client as soon as possible.
(b) While Keys Please endeavors to minimize disruptions, the Client acknowledges that Keys Please is not liable for any loss, cost, or inconvenience resulting from a change to the scheduled booking time.

7. PICK-UP POLICY

(Refer also to Clause 9 – Wait Time Charges)

7.1 Driver Arrival & No-Show Policy
(a) A Keys Please Driver will arrive at the designated pick-up location approximately five (5) to ten (10) minutes before the scheduled pick-up time.
(b) If the Client is not present and not contactable at the time of the Driver’s arrival:
(i) The Driver will wait for a maximum of fifteen (15) minutes, attempting to contact the Client.
(ii) If the Client remains uncontactable after fifteen (15) minutes, the Driver will depart, and the Client will be classified as a No-Show.
(iii) In the event of a No-Show, the Client will be charged the full fare, plus any applicable Wait Time charges.

7.2 Special Conditions for Car-Only Pick-Ups
(a) If the pick-up involves collecting the vehicle without the Client being present, the following additional charges may apply:
(i) Key Collection Surcharge – A $20 surcharge applies if the key collection is within ten (10) minutes walking distance of the vehicle. If the key collection is from a more distant location, additional Wait Time charges may apply at the discretion of the Driver and Keys Please Management.
(ii) Car Search Surcharge – A $20 surcharge applies if the vehicle must be located in a car park or similar location.
(iii) Clearing the Vehicle Before Driving – If the vehicle requires clearing of belongings before it can be safely driven:
– A minimum surcharge of $40 will apply.
– If clearing the vehicle takes more than fifteen (15) minutes, Wait Time charges will also apply.
(iv) Interlock Devices – If the vehicle is equipped with an interlock device, the Client must provide a sealed, unused mouthpiece for the Driver before the journey begins. The Driver will retain this mouthpiece for future trips.
(v) Vehicle Documentation & Condition – If the Client is not present at pick-up, the Driver will take photographs of the vehicle before driving it to document its condition.

7.3 Driver Delays
(a) If the Driver is delayed by more than thirty (30) minutes due to operational or traffic-related reasons, the Client will receive a $50 credit toward their next trip, provided the next trip value exceeds $121.
(b) This credit is non-transferable and cannot be combined with any other credits or discounts.

8. DRIVER DELAYS

8.1 Client Cancellations Due to Delays
(a) If a Driver is delayed despite making every effort to arrive on time, and the Client chooses to cancel while the Driver is en route, the full fare will remain payable, except in the following circumstance:

If the delay is due to the Driver still servicing a previous Client, the Client will not be charged for cancellation.

8.2 Driver Communication Obligations
(a) While unforeseen delays (e.g., traffic congestion, road closures, accidents) may occasionally occur, Keys Please Drivers will:
(i) Continue en route to the Client’s location; and
(ii) Make every reasonable effort to communicate any delays to the Client as soon as possible.

9. REFUNDS & ‘SAVED’ FARES

9.1 Refund Policy
(a) Processing Fees for Refunds:
(i) Refunds for debit or credit card payments will incur a $7.50 processing fee, deducted from the refunded amount.
(ii) Refunds for Electronic Funds Transfer (EFT) payments will incur a $10.00 processing fee, deducted from the refunded amount.
(b) Non-Refundable Charges:
(i) Any Out of Area surcharges or other additional fees applied to the original booking are non-refundable.
(c) Partial Refunds:
(i) In certain cases, Keys Please Management may approve a partial refund at its sole discretion, based on the circumstances of the cancellation or service issue.

9.2 Saved Fares – Future Trip Credits
(a) If a trip cannot proceed due to unforeseeable circumstances, the Client may opt to save the fare as a credit for a future booking, with no additional fees.
(b) Expiry & Refund of Saved Fares:
(i) If a saved fare is not used within three (3) months, it will automatically be refunded to the original payment method, with the standard $7.50 processing fee deducted.
(ii) If a saved fare was originally paid via EFT, and is not used within three (3) months, it will be forfeited and will not be refunded.

10. PASSENGER OVERFLOW POLICY

10.1 Additional Passenger or Luggage Transport
(a) If there is an overflow of passengers or luggage from the Client’s vehicle that must be transported in the Co-Driver’s vehicle, the following conditions apply:
(i) The Co-Driver has sole discretion to approve or decline the transportation of overflow passengers or luggage.
(ii) If the Co-Driver agrees to carry overflow passengers or luggage, the Client will be charged the greater of:
– A minimum surcharge of $40, or
– A fee equivalent to the prevailing Taxi, Uber, or DiDi fare for the distance traveled.
(iii) This fee will be charged to the credit card on file and is subject to the final discretion of Keys Please Management after consultation with the Co-Driver.

10.2 Cleaning Fee for Passenger Overflow
(a) If an incident occurs in the Co-Driver’s vehicle due to an overflow passenger (e.g., spillage, sickness, damage) that necessitates cleaning, a Cleaning Fee may be applied.
(b) The Cleaning Fee amount will be determined at the discretion of the Co-Driver, in consultation with Keys Please Management, and will be charged to the credit card on file.

11. MULTI-STOP & SECONDARY JOURNEY POLICY

11.1 One Complimentary Stop for Extended Journeys
(a) For health and safety reasons, one (1) stop per booking is permitted free of charge if the total journey time exceeds forty-five (45) minutes.

11.2 Additional Stops & Secondary Journeys
(a) Additional fees apply for:
(i) Secondary journeys beyond the original trip destination.
(ii) Bookings with five (5) or more stops, where the Client may be charged under one of the following structures:
– A minimum fee of $20 per stop, instead of the standard Point A to Point B fare, or
– A Wait Time charge based on accrued “Stop & Wait” time, applied once the final destination is reached and the Driver has advised Keys Please Operations that the trip is complete.
(b) The applicable fee structure is at the sole discretion of Keys Please Management.

12. WAIT TIME POLICY

12.1 Wait Time Charges
(a) Wait Time is charged at $80 per hour (pro-rata) and applies under the following conditions:
(i) Grace Period – A five (5) minute grace period applies. After this, Wait Time charges will be retroactively applied from the designated Booking time or the actual Driver arrival time, whichever is applicable.
(ii) Wait Time charges apply from:
– The Booked and Confirmed pick-up time until the Client is ready to depart, or until the Driver departs with the Client’s vehicle for a Car-Only trip, provided the Driver has arrived on time or early.
– The actual Driver arrival time (if delayed beyond the Booking time) until the Client is ready to depart, or until the Driver departs with the Client’s vehicle for a Car-Only trip.
(iii) Wait Time charges will also apply for stops exceeding five (5) minutes during a journey. If multiple stops are made, the total accrued “Stop & Wait” time will be calculated and charged upon reaching the final destination.

12.2 Allocation of Wait Time Fees
(a) 100% of Wait Time fees are paid directly to the Driver and Co-Driver as compensation for the extended service time.

13. ON-CALL & HOURLY RATES

13.1 Driver-by-the-Hour & Custom Pricing
(a) Standard On-Call Rates – Clients requiring a driver by the hour will be charged at $80 per hour.
(b) Custom Rates for Day or Round Trips – For services such as wine tours or tailored travel arrangements, Keys Please Management can determine a fixed daily or round-trip rate in consultation with the Client.

13.2 Hourly & Day Rate Calculation
(a) Hourly Rate – Any portion of an hour will be rounded up to the next full hour.

Example: A trip lasting three (3) hours and twenty-five (25) minutes will be charged as four (4) hours.
(b) Day Rate – Fixed day rates apply for six (6), seven (7), or eight (8) hour periods, as agreed by Keys Please Management and the assigned Driver.
(c) No Pro-Rata Calculation – Neither hourly rates nor day rates will be adjusted on a pro-rata basis.

14. PEAK TIME RATES

14.1 Peak Hours & Surcharge
(a) Peak Time Rates apply to bookings scheduled within the following timeframes, excluding public holidays and high-demand event days (refer to Clause 15 for details):

Morning Peak: 6:45 AM – 9:30 AM (Monday – Friday)
Afternoon Peak: 3:00 PM – 6:30 PM (Monday – Friday)
(b) A $20 surcharge will apply to all bookings made during these hours.

14.2 Applicability of Peak Time Rates
(a) Metropolitan Areas – Peak Time Rates apply in cities and large urban areas where traffic congestion is significant (e.g., Newcastle, NSW and Geelong, VIC).
(b) Non-Metropolitan Areas – If peak-hour traffic does not significantly impact the Driver’s ability to reach the Client or complete the trip, the surcharge may be waived at the discretion of Keys Please Operations and/or the Driver.

15. SCHOOL DROP-OFF & PICK-UP POLICY

15.1 Peak Hours for School Runs
(a) Bookings for school drop-offs and pick-ups fall within the following designated peak-hour timeframes:

Morning Peak: 6:45 AM – 9:30 AM
Afternoon Peak: 2:30 PM – 6:30 PM
(b) A $20 surcharge applies to all bookings made during these hours.

15.2 Wait Time Charges for School Pick-Ups
(a) Ten (10) Minute Limit – Clients are expected to be ready for departure within ten (10) minutes of the Driver’s arrival at the school.
(b) Wait Time Charges – If the pick-up process exceeds ten (10) minutes, Wait Time charges ($80 per hour, pro-rata) will apply, calculated from the Driver’s arrival time at the school to the time of departure.

15.3 Applicability of Peak Time Rates
(a) Metropolitan Areas – The $20 peak-time surcharge applies to school-related bookings in major cities and areas prone to peak-hour congestion (e.g., Newcastle, NSW and Geelong, VIC).
(b) Non-Metropolitan Areas – The surcharge may be waived at the discretion of Keys Please Operations and/or the Driver if peak traffic does not significantly affect service.

16. MEDICAL PICK-UP POLICY

16.1 Additional Surcharge for Medical Pick-Ups
(a) Due to the additional time and care required for medical-related trips, a $40 surcharge will be applied in addition to the standard fare.

16.2 Applicability & Discretion
(a) This surcharge is applied at the discretion of Keys Please Management after consulting with the assigned Driver.
(b) This surcharge ensures that Drivers can provide the necessary assistance at both the medical facility and the final destination.

17. AIRPORT PICK-UPS & DROP-OFFS

17.1 Airport Service Surcharge
(a) To ensure Drivers can provide adequate service for airport pick-ups and drop-offs, a $40 surcharge applies in addition to the standard fare.
(b) This surcharge is applied at the discretion of Keys Please Management after consultation with the assigned Driver.

18. LATE NIGHT SURCHARGE

18.1 High Demand Rate Supersession

(a) If a booking falls under both High Demand Rates and the Late Night Surcharge, the High Demand Rate takes precedence, at the discretion of Keys Please Management.

18.2 Late Night Surcharge Schedule & Charges

(a) The Late Night Surcharge applies to all bookings with a pick-up time between the following hours, in addition to the standard fare:

11:40 PM – 12:55 AM:$50 surcharge
- If the Driver is more than 20 minutes late, a $20 credit will be applied to the Client’s next trip (if the fare exceeds $121).
12:56 AM – 1:55 AM:$75 surcharge
- If the Driver is more than 20 minutes late, the surcharge is reduced to $50.
1:56 AM – 2:55 AM:$100 surcharge
- If the Driver is more than 20 minutes late, the surcharge is reduced to $75.
2:56 AM – 5:29 AM:$200 surcharge
- If the Driver is more than 20 minutes late, the surcharge is reduced to $150.

18.3 Additional Surcharge for Remote Destinations

(a) If a trip concludes after 12:30 AM, and the Driver is more than 30 minutes from their nearest capital city or home area, a $50 surcharge may be applied.
(b) This surcharge is applied at the discretion of Keys Please Management after discussion with the Driver.

This ensures clarity and consistency while replacing “Late Night Rates” with “Late Night Surcharge” as requested. Let me know if you need any more changes!

19. EARLY MORNING SURCHARGE

19.1 Early Morning Surcharge Schedule & Charges

(a) The Early Morning Surcharge applies to all bookings with a pick-up time between 5:30 AM – 6:44 AM, Monday to Sunday, in addition to the standard fare.
(b) A $100 surcharge applies to bookings during this period.
(c) If the Driver is more than 20 minutes late, the surcharge is reduced to $75.

19.2 Discretionary Application

(a) The Early Morning Surcharge, or a portion thereof, may be waived or adjusted at the discretion of Keys Please Management after consultation with the assigned Driver.

20. OUT OF AREA SURCHARGES

20.1 Definition & Applicability

(a) The Out of Area Surcharge applies when a Driver is required to travel more than 20 km from their home area to reach a pick-up location or return to their nearest capital city/local area after completing a trip.
(b) This surcharge is in addition to the standard fare and is calculated as follows:

Travel Distance or Duration	Surcharge
More than 20 km or 20 mins	$25
More than 40 km or 45 mins	$50
More than 60 km or 1 hour	$75
More than 80 km or 1.25 hours	$100
More than 100 km or 1.5 hours	$150
More than 120 km or 1.75 hours	$200
More than 140 km or 2 hours	$300

(c) The Out of Area Surcharge is applied at the discretion of Keys Please Management, in consultation with the assigned Driver.

21. CAR PARKING & FUEL CHARGES

21.1 Car Parking Fees

(a) If a Driver is required to pay for car parking on behalf of the Client’s vehicle, the actual parking fee plus a $5 processing fee will be charged to the Client.

21.2 Fuel Charges

(a) The Client must ensure the vehicle has sufficient fuel to complete the journey.
(b) If the vehicle requires refueling before or during the trip:
(i) A Wait Time charge may be applied for the time spent refueling.
(ii) If the trip is a Car-Only booking, and the Driver must refuel the Client’s vehicle, the cost of fuel plus a $5 processing fee will be charged.

This version keeps the structure professional and makes the surcharges clearer, especially with the table format for ease of reference. Let me know if you’d like any refinements!

22. HIGH DEMAND SURCHARGES (Public Holidays & Special Events)

22.1 Applicability of High Demand Surcharges

(a) A High Demand (HD) Surcharge applies to bookings made on specific high-demand dates, in addition to the standard fare.
(b) If a booking extends beyond the High Demand surcharge period, the Late Night Surcharge will apply where applicable.

22.2 High Demand Dates & Surcharge Schedule

The following surcharges apply based on the date and time of the booking:

Date	Surcharge	Applicable Time Period
Christmas Eve (24th December)	$50	6:00 PM – Midnight
Christmas Day (25th December)	$100	6:45 AM (25 Dec) – 2:55 AM (26 Dec)
Boxing Day (26th December)	$50	6:45 AM – Midnight
New Year’s Eve (Kids Fireworks – 31st December)	$50	6:30 PM – 9:59 PM
New Year’s Eve (31st December)	$100	10:00 PM (31 Dec) – 2:55 AM (1 Jan)
New Year’s Day (1st January – Late Night Surcharge)	As per Late Night Surcharge	2:56 AM – 6:55 AM
New Year’s Day (1st January)	$50	6:56 AM – Midnight
Australia Day (26th January)	$50	12:00 PM – Midnight
Good Friday (Date Varies Annually)	$50	6:45 AM – Midnight
Easter Sunday (Date Varies Annually)	$50	6:45 AM – Midnight
Easter Monday (Date Varies Annually)	$50	6:45 AM – Midnight
Anzac Day (25th April)	$50	12:00 PM – Midnight
Deferred or Other Public Holidays (e.g., King’s Birthday, Labour Day, etc.)	$20	6:45 AM – Midnight

22.3 Deferred Public Holidays

(a) If a gazetted Public Holiday falls on a weekend and an alternative weekday is officially designated as the Public Holiday, the alternative day is classified as ‘Deferred’ and will incur a $20 surcharge.

22.4 Payment & Booking Conditions

(a) High Demand surcharges will be applied before final payment for the trip and may be taken as a deposit.
(b) The Client will be charged the full trip amount up to 48 hours before their scheduled booking time, and before the Driver’s arrival.
(c) These surcharges are applied at the discretion of Keys Please Management.

23. HIGH DEMAND EVENT LOCATION SURCHARGES

23.1 Applicability of High Demand Event Surcharges

(a) A High Demand Event Surcharge applies to bookings at certain high-traffic event locations, including racecourses, stadiums, arenas, and festival sites.
(b) The surcharge accounts for congestion, meeting coordination, and extended wait times at these locations.
(c) These surcharges are applied in addition to the standard fare and any applicable High Demand Date surcharges.

23.2 Event-Specific Surcharges

The following surcharges apply based on the event and location:

Event	Location	Surcharge	Applicable Conditions
Spring Racing Carnival (Derby Day, Oaks Day, Stakes Day)	Flemington Racecourse & Surrounds (Melbourne)	$50	Applied on event days (Oct/Nov annually)
Melbourne Cup Day (First Tuesday in November)	Melbourne	$50	Applied only in Victoria
Melbourne Cup Day (First Tuesday in November)	Sydney	$50	Applied in NSW despite no Public Holiday
Golden Slipper Race Day	Rosehill Gardens Racecourse (Sydney)	$50	Applied on event day

23.3 Stadiums, Arenas & Sports Venues

Venue Type	Example Locations	Surcharge	Applicable Conditions
Major Sports & Entertainment Arenas	Marvel Stadium, MCG, Allianz Stadium, Olympic Park, Accor Stadium, Qudos Arena	$40	Applied where Clients & Drivers need to negotiate on-site meeting points
Smaller Sports Venues	Racecourses (Randwick, Rose Hill, Warwick Farm, Caulfield, Flemington on non-carnival days, Moonee Valley), Suburban football grounds	$30	Applied where Clients & Drivers need to negotiate on-site meeting points
Other Sports or Entertainment Venues	Various	$30	Applied where on-site coordination is required

23.4 Festivals & Large-Scale Entertainment Events

Event Type	Example Locations	Surcharge	Conditions
Music & Cultural Festivals	Day On The Green, Return to Rio, other festival sites	$50	Non-refundable; paid as a holding deposit at the time of booking

23.5 Payment & Booking Conditions

(a) The applicable surcharge must be paid up to 48 hours before the booking time, prior to the Driver’s arrival.
(b) The Festival surcharge is non-refundable and will be collected at the time of booking as a holding deposit.
(c) All High Demand Event surcharges are applied at the discretion of Keys Please Management following consultation with the assigned Driver.

24. VEHICLE REGISTRATION & ROADWORTHINESS

24.1 Client Responsibilities

(a) The Client confirms that the vehicle being transported is currently registered and meets all legal registration requirements.
(b) The Client confirms that the vehicle is roadworthy and safe to be driven on public roads.

24.2 Driver Discretion & Safety Concerns

(a) If the Driver believes the vehicle is unsafe for any reason—including but not limited to visible external defects (e.g., flat tires, broken headlights, leaking fluids) or internal mechanical issues (e.g., loose steering wheel, unstable driver’s seat)—the Driver may refuse to drive the vehicle.
(b) If concerns arise, the Driver will communicate with Keys Please Operations to determine whether the vehicle is suitable for transport.
(c) If Keys Please determines that the vehicle is unsafe to drive, the booking will be forfeited, and no refund will be provided.

25. VEHICLE INSURANCE

25.1 Client Insurance Responsibilities

(a) The Client confirms that the vehicle being transported is comprehensively insured.
(b) It is the Client’s responsibility to ensure their insurance policy allows additional drivers aged 30 years and over to operate the vehicle.

25.2 Liability in the Event of an Accident

(a) The Client agrees to assume full responsibility for any damages or accidents caused by a third party, and must handle all insurance claims through their own insurance provider.
(b) If an accident occurs due to the fault of a Keys Please Driver, the Driver’s liability is limited to the insurance excess, up to a maximum of $1,500.
(c) To claim reimbursement of the excess, the Client must provide:

A minimum of three repair quotes,
A copy of the claim filed with their insurance company.
(d) If the Client’s vehicle is not comprehensively insured, Keys Please and the Keys Please Driver accept no liability for any damage or loss incurred.

26. RENTAL VEHICLES

26.1 Client Responsibility for Rental Vehicles

(a) If the Client hires Keys Please to operate a rental vehicle, the Client assumes full responsibility in the event of any accidents or damage.
(b) The Client must confirm in advance whether the allocated Driver can be added to the rental company’s insurance policy.

26.2 Insurance & Liability for Rental Vehicles

(a) If the Client fails to ensure the Driver is added to the rental policy, they accept full liability for any damage or accidents that may occur.
(b) The Client is responsible for paying for any additional insurance coverage or removal of the rental vehicle’s excess fee.
(c) If no such coverage is secured and an accident occurs, the Client bears all financial liability.

27. REFERRALS

27.1 Earning Referral Credits

(a) Clients who refer a new Client to Keys Please will receive a $20 referral credit after the referred Client completes their first trip.

27.2 Terms of Use for Referral Credits

(a) Referral credits are not redeemable for cash or refunds.
(b) Referral credits are valid for three (3) months from the date the referred Client takes their first trip. Unused credits will expire after this period.
(c) Each referral credit can only be applied to fares over $121, with a maximum of $20 per trip.
(d) For fares over $250, an additional $20 referral credit may be applied at the discretion of Keys Please Management, provided the Client has more than one valid referral credit.
(e) Referral credits cannot be applied to surcharges and may only be used against the base fare when it exceeds $121.
(f) Only one credit (referral or other promotional credit) can be applied per trip unless otherwise authorized by Keys Please Management.
(g) Referral credits cannot be combined with any other Keys Please credits, unless Keys Please Management explicitly permits it.

28. ASSOCIATED COMPANIES & SERVICE AVAILABILITY

(a) Keys Please reserves the right to use an associated company if a Keys Please Driver is unavailable.
(b) Clients acknowledge that additional charges may apply when an associated company is used.

29. PRIVACY & FINANCIAL INFORMATION

(a) Keys Please will not share or disclose any financial information to third parties without a subpoena or other legally binding directive.

30. SERVICE REFUSAL & CANCELLATION RIGHTS

(a) Keys Please reserves the right to refuse or cancel a service for any reason.

31. DRIVER LIABILITY & ROAD COMPLIANCE

(a) Keys Please Drivers are legally required to comply with all road laws and regulations.
(b) Any traffic infringements, such as speeding fines or penalties, will be the personal responsibility of the Driver.

32. TERMS & CONDITIONS UPDATES

(a) These Terms and Conditions are subject to change without notice.

33. CONTACT INFORMATION

Keys Please – Servicing Melbourne, Sydney, Gold Coast, Brisbane
Australia: 0400 000 000
International: +61 400 000 000
Email: bookings@keysplease.au