1.  Booking and Payment

SE Bus Lines Pty Ltd (ABN 20 634 443 280) trading as Dhillon Bus Charter 37 Futures Road, Cranbourne West VIC 3977 bookings@dhilloncharter.com.au | 1800 344 566 | dhilloncharter.com.au Accredited by Transport Safety Victoria (TSV) Effective May 2026 — Version 4.2 These Terms and Conditions (“Terms”) govern the hire of buses and coach services from SE Bus Lines Pty Ltd (ABN 20 634 443 280) trading as Dhillon Bus Charter (“the Company”, “we”, “us”) to the customer arranging the hire (“the Hirer”). By proceeding with a booking, the Hirer agrees to be bound by these Terms in full. All quotations, booking confirmations, and correspondence issued by the Company form part of the agreement between the parties and supersede all prior representations, discussions, or correspondence. These Terms, together with the booking confirmation, constitute the entire agreement between the parties.

2. Booking and Confirmation 

2.1 Bookings must be made in advance and must include all relevant details, including the travel date, departure and arrival times, destination, pick-up locations, and the total number of passengers. 1.2 A booking is not confirmed until the Hirer receives a written booking confirmation from the Company. Verbal or informal requests do not constitute a confirmed reservation. For the purposes of these Terms, “in writing” means communication sent via email to bookings@dhilloncharter.com.au. Verbal or phone communications, including verbal cancellations, are not valid and do not constitute written notice under these Terms. 1.3 It is the Hirer’s responsibility to check the booking confirmation for accuracy and completeness upon receipt. Any discrepancies, errors, or omissions must be communicated to the Company in writing as a matter of urgency. The Company will not be responsible for issues arising from unnotified errors in a confirmed booking. 1.4 All times stated in booking confirmations are based on local Melbourne time 1.5 The Company reserves the right to decline a booking at its discretion. 

3. Amendments and Extensions

3.1 Any amendments to a confirmed booking must be submitted in writing and are subject to vehicle availability. The Company reserves the right to charge a supplementary amount for any additional costs arising from an amendment, including changes made on the day of travel. 2.2 Quoted prices are based on the agreed booking times, route, and destination. If a booking runs over the scheduled finish time, or if the Hirer requests an extension on the day, the Hirer must contact the Company as soon as possible. Extensions cannot always be accommodated, as vehicles may have obligations to other clients. 2.3 Where an extension is accommodated, additional charges will apply to cover the extra time and any associated costs incurred. These charges will be communicated to the Hirer within 5 business days of the hire date and added to the final invoice. 

4. Payment Terms 

4.1 No deposit is required to hold a booking. Full payment is due within seven (7) days of the booking confirmation date, unless a credit arrangement has been agreed in writing with the Company prior to the booking being confirmed. 3.2 For bookings made within seven (7) days of the travel date, full payment is due immediately upon confirmation. 3.3 The Company reserves the right to cancel an unconfirmed booking if payment is not received within the stated timeframe. 3.4 All prices quoted are inclusive of GST unless otherwise stated. Tax invoices will be issued upon request. 3.5 Payment by credit card (Visa or Mastercard only) will attract a surcharge of 2% of the total booking value. No surcharge applies to bank transfer (EFT) payments. 3.6 Payment details and bank account information will be provided on the invoice issued by the Company.

5. Cancellation and Refunds 

5.1 All cancellations must be received in writing via email to bookings@dhilloncharter.com.au. Verbal or phone cancellations are not valid and do not constitute written notice. Cancellation periods are calculated from the time the written notice is received by the Company, not from the time it is sent. 

6. Standard Bookings (fewer than four vehicles) 

Standard Bookings (fewer than four vehicles) – Cancelled with more than 48 hours notice: No cancellation fee. A full refund will be issued if payment has already been made. – Cancelled between 24 and 48 hours before the scheduled departure: up to 25% of the total hire cost. – Cancelled less than 24 hours before the scheduled departure: up to 50% of the total hire cost. – Cancelled on the day of the booking, or where the vehicle attends and the group is unable to travel: up to 100% of the total hire cost.

7. Large Bookings (four or more vehicles) and Multi-Day Charters (two or more days)

7.1 The following cancellation schedule applies: – Cancelled four (4) or more business days before the scheduled departure: No cancellation fee. – Cancelled one (1) to three (3) business days before the scheduled departure: up to 25% of the total hire cost. – Cancelled less than one (1) full business day before the scheduled departure: up to 50% of the total hire cost. – Cancelled on the day of travel, or where the vehicle attends and the group is unable to travel: up to 100% of the total hire cost. 

7.2 For large or multi-day bookings, any additional costs already incurred by the Company in preparation for the charter (including accommodation, permits, or third-party bookings) will be charged to the Hirer in addition to any applicable cancellation fee.

 7.3 Cancellation fees are applied at the discretion of the Company’s management. Where a cancelled booking is reconfirmed for an alternative date, the Company may reduce or waive the applicable fee.

 7.4 Where a refund is applicable, it will be processed within 10 business days to the original payment method. 

7.5 The Company may cancel a booking in unforeseen circumstances, including, but not limited to, mechanical failure, driver unavailability, regulatory requirements, or safety concerns. In the event of a Company-initiated cancellation, the Hirer will be offered either a full refund or a reasonably equivalent alternative vehicle where one is available. If no suitable alternative is available, a full refund constitutes the complete remedy and the Company will not be liable for any consequential or indirect losses arising from the cancellation.

8. Quotations

8.1 All quotations are valid for fourteen (14) days from the date of issue, unless otherwise stated in writing.

8.2 A Where a quotation is issued during a Victorian school holiday period, or within the final five (5) business days of a Victorian school term, the standard fourteen (14) day validity period may be extended at the Company's discretion to allow the Hirer reasonable time to confirm upon return to school. In such cases, the extended validity period will be stated in the quotation. The Company reserves the right to re-quote if costs change materially during the extended period. 

8.3 Quotations include vehicle hire, applicable road tolls (including CityLink, EastLink, and West Gate Tunnel where relevant), and parking fees unless stated otherwise. 5.3 Quotations do not include itinerary costs such as passenger meals, venue entry fees, accommodation, boat or vehicle ferries, or attraction entry, unless confirmed in writing. Waiting time charges, after-hours fees, and costs arising from itinerary changes made after confirmation will be itemised separately. 

8.4 The Company reserves the right to pass on, with reasonable notice, any increases in third-party costs such as airport charges, road tolls, or parking charges that occur after a quotation has been issued. 

8.5 Where diesel or fuel prices increase by more than 10% from the date of quotation due to circumstances outside the Company's control, a fuel surcharge may be applied to an existing booking. The Company will provide as much advance notice as practicable before implementing any surcharge. 

8.6 If a booking is confirmed after the quotation validity period has lapsed, the Company reserves the right to re-quote. The revised quote must be accepted in writing before a new booking confirmation is issued.

9. Vehicle and Passenger Capacity

9.1 The Company will provide a vehicle consistent with the booking specifications, including the agreed seating capacity. The number of passengers must not exceed the vehicle’s licensed seating capacity under any circumstances. 

9.2 If passenger numbers increase after confirmation, the Hirer must notify the Company as soon as practicable. The Company will endeavour to accommodate the change but cannot guarantee availability of a larger vehicle at short notice. 

9.3 The Hirer should advise the expected volume and size of luggage at the time of booking. Vehicle luggage capacity varies across the fleet, and this information ensures the most suitable vehicle is allocated. The Company will take reasonable care of luggage during transit but cannot accept liability for damage arising from circumstances outside its reasonable control.

9.4 For minibus bookings requiring luggage trailers, this must be requested in advance. Availability is not guaranteed without prior notice.

9.5 Due to Australian manual handling standards, some items of luggage may require passenger assistance when loading or unloading. The driver will advise where this applies. 

9.6 The Company is not responsible for any losses, inconvenience, or safety issues arising from the Hirer failing to provide accurate passenger numbers or luggage requirements

10. Driver

10.1 A qualified and licensed driver will be provided by the Company for all bookings. In the event a driver is significantly delayed or unavailable, the Company will notify the Hirer as soon as practicable and will endeavour to deploy an alternative driver or vehicle. If no alternative is available, the provisions of clause 4.7 apply. 

10.2 The Hirer must provide the driver with a detailed itinerary prior to departure. Significant changes to the itinerary on the day of travel may affect the ability to complete the journey within the agreed timeframe. 

10.3 Overtime charges apply if the driver’s total working hours exceed what was agreed at the time of booking. Overtime rates will be communicated to the Hirer where possible before they are incurred, and invoiced within 5 business days of the hire date. 10.4 The driver has full authority over the safe operation of the vehicle at all times. Instructions from the driver regarding safety, conduct, or route must be followed by all passengers.

11. Fatigue Management and Driving Hours

11.1 The Company and its drivers are bound by the Heavy Vehicle National Law (HVNL) fatigue management regulations governing driving hours and mandatory rest periods. These obligations are non-negotiable and cannot be altered by the Hirer. 

11.2 The driver has final authority over rest and driving periods to ensure compliance with the law and the safety of all passengers. The driver will make every reasonable effort to adhere to the agreed schedule, but delays arising from mandatory rest periods are outside the Company’s control. 

11.3 Hirers should factor in compliance with fatigue regulations when planning itineraries for long-distance or multi-day charters.

12. Safety and Passenger Conduct

12.1 Seat belts must be worn by all passengers at all times while the vehicle is in motion. It is the Hirer’s responsibility to ensure all passengers comply with this requirement. 

12.2 The Hirer is responsible for the behaviour and conduct of all passengers during transit. Passengers must follow any reasonable instruction given by the driver. The Hirer agrees to indemnify the Company against any third-party claims arising from the conduct or behaviour of passengers during the hire period. 

12.3 The following are strictly prohibited on all Company vehicles. – Smoking or vaping – Consumption of alcohol – Use of illegal substances – Standing while the vehicle is in motion – Any behaviour that creates a risk to the safety of others.

12.4 The driver reserves the right to terminate the hire and request that disruptive passengers disembark at a safe location if continued conduct poses a risk to safety. In such circumstances, up to 100% of the total hire cost remains payable at the Company’s discretion.

12.5 No animals are permitted on any Company vehicle or in luggage compartments, with the exception of recognised assistance animals such as Guide Dogs.

13. Minors and School Groups

13.1 Where a booking involves the transport of minors, the Hirer (including schools, educational institutions, and group organisers) accepts full responsibility for all duty of care obligations toward those minors during the hire period. 

13.2 The Company’s responsibility is limited to the safe operation of the vehicle. The Hirer must ensure that an appropriate adult supervisor is present on board at all times when minors are being transported. 

13.3 The Hirer warrants that all necessary consents, permissions, and approvals required for the transport of minors have been obtained prior to the hire date.

14. Food and Beverages

14.1 Passengers are welcome to bring food and non-alcoholic beverages on board. The Hirer is responsible for ensuring that all food and drink waste is disposed of properly and that the vehicle is left in a tidy condition upon completion of the hire. 

14.2 If the vehicle requires additional cleaning following the hire due to food or beverage mess left by passengers, a cleaning fee reflecting actual costs incurred will be charged to the Hirer. This will be documented with photos and a cleaning invoice, and communicated within 5 business days of the hire date.

15. Damage and Cleaning

15.1 The Hirer is responsible for any damage caused to the vehicle or its fittings by the Hirer or any passenger during the hire period. Repair or replacement costs will be billed directly to the Hirer and are not subject to the liability cap in the clause. If excessive cleaning is required following the hire for any reason beyond normal use, an additional cleaning fee reflecting actual costs incurred will be charged to the Hirer. The Company will notify the Hirer within 5 business days of the hire date. 

15.3 All damage or cleaning claims will be documented with photos and communicated to the Hirer in writing. The Hirer will have the opportunity to review and respond before any charge is finalised.

16. Driver Accommodation and Meals (Overnight Charters)

16.1 For overnight or multi-day charters, the Hirer is responsible for arranging and funding suitable driver accommodation for each night away. Minimum requirements are: – Single occupancy room – Private bathroom and shower facilities – Clean, sanitary, and quiet environment suitable for rest – Linen provided.

16.2 Accommodation near live entertainment venues, venues with significant noise, or backpacker-style facilities may be deemed unsuitable at the driver’s discretion due to fatigue obligations. If the driver considers the accommodation unsuitable, alternative arrangements must be made at the Hirer’s cost. 

16.3 Where the Hirer is unable to arrange suitable accommodation, the Company reserves the right to organise accommodation on the driver’s behalf and charge the Hirer for all directly associated costs incurred, including accommodation costs, transport to and from the accommodation, tolls, and parking directly required for the driver’s rest and return to service. 

16.4 For overnight charters, a daily meal allowance will be included in the quotation as follows: – Breakfast: $25.00 – Lunch: $25.00 – Dinner: $30.00 

16.5 Where the group is provided with meals, it is acceptable for the driver to receive the same. If this is not possible, meals of a similar quality should be arranged, or the above allowance applied. Snacks, beverages, and discretionary items are at the driver’s own cost. 

16.6 Accommodation and meal costs will be itemised separately in all quotations where applicable.

17. Wheelchair-Accessible Coaches

17.1 Wheelchair-accessible coaches are available upon request, subject to availability at the time of booking. 

17.2 The wheelchair hoist has a maximum load capacity of 250kg. Loads exceeding this limit cannot be accommodated, and alternative arrangements are the responsibility of the Hirer or group leader. 

17.3 Company drivers will assist with loading and securing the wheelchair. The ultimate responsibility for confirming the wheelchair is properly secured rests with the passenger, carer, or group leader accompanying the passenger.

18. Insurance

18.1 The Company holds public liability and vehicle insurance as required under Victorian transport regulations and Transport Safety Victoria (TSV) accreditation requirements. 

18.2 The Company’s insurance covers the vehicle and third-party liability arising from the Company’s operations. It does not cover personal property, baggage, or travel-related losses incurred by passengers. 

18.3 Hirers and passengers are strongly encouraged to obtain their own travel insurance for additional protection, including coverage for cancellations, medical expenses, and personal property.

19. Lost Property

19.1 Passengers are responsible for ensuring all personal belongings are collected before disembarking. A final check of the vehicle is recommended before leaving. 

19.2 If an item is believed to have been left on board, contact the Company as soon as possible at bookings@dhilloncharter.com.au or 1800 344 566. 

19.3 The Company will make reasonable efforts to locate reported lost items but cannot accept liability for lost, damaged, or stolen property arising from circumstances outside its reasonable control. 

19.4 If a lost item is located, the Company will advise the owner of the available retrieval options. Items may be collected from the depot, or postal costs may apply if the item needs to be sent. All associated costs are the responsibility of the owner. 

19.5 Unclaimed items will be held for a reasonable period and may be donated to charity if not collected within 30 days.

20. Commentary Services

20.1 Some Company drivers are qualified to provide guided commentary for specific routes and locations. If commentary is required, this must be requested at the time of booking to ensure an appropriately qualified driver guide is allocated. 

20.2 An additional charge may apply for commentary services. This will be disclosed and itemised in the quotation.

21. Driver Gratuities

21.1 Tipping is not required or expected. However, if the Hirer or passengers wish to recognise outstanding service, any gratuity is entirely at their discretion and is not solicited by the Company.

22. Limitations of Liability

22.1 The Company provides journey time estimates in good faith based on the agreed itinerary. We do not guarantee arrival or departure times and accept no liability for delays caused by traffic congestion, road incidents, weather conditions, police or government direction, vehicle breakdowns, or other circumstances beyond our reasonable control. 

22.2 To the extent permitted by law, the Company’s liability for any claim arising from or in connection with a booking is limited to the total amount paid by the Hirer for that booking. This limitation applies to the Company’s liability only and does not limit or cap the Hirer’s obligations to the Company under these Terms, including obligations under clauses 11 and 12 relating to cleaning and damage. 

22.3 Nothing in these Terms limits or excludes any rights the Hirer may have under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) or any other applicable legislation that cannot be excluded by contract.

23. Force Majeure

23.1 The Company will not be in breach of these Terms, and will not be liable to the Hirer, for any failure or delay in performing its obligations where that failure or delay arises from causes beyond the Company’s reasonable control. This includes but is not limited to natural disasters, pandemics, government-imposed restrictions, civil unrest, or other extraordinary events. 

23.2 In the event of a force majeure cancellation, the Company will endeavour to offer alternative arrangements or a credit where possible.

24. Privacy

24.1 The Company collects personal information (including names, contact details, and payment information) for the purpose of processing bookings, communicating with the Hirer, and fulfilling its legal and regulatory obligations. 

24.2 Personal information is handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. The Company will not disclose personal information to third parties except where required by law or where necessary to fulfil the booking (e.g., subcontracted drivers). 

24.3 For questions regarding privacy or to request access to your personal information, contact us at bookings@dhilloncharter.com.au.

25. Subcontracting

25.1 Where the Company is unable to fulfil a booking with its own fleet, it may engage a vetted subcontractor to provide the service. The Hirer will be notified in advance, where practicable. 

25.2 The Company remains responsible for the standard of service delivered under these Terms, regardless of whether the booking is fulfilled by a Company driver or a subcontractor.

26. Dispute Resolution

26.1 If a dispute arises under these Terms, the Hirer should first contact the Company in writing at bookings@dhilloncharter.com.au, providing full details of the issue. 

26.2 The Company will respond to all written disputes within 10 business days and will work in good faith toward a resolution. 

26.3 If the dispute cannot be resolved through direct negotiation within 30 days, either party may refer the matter to a mediator agreed upon by both parties. The cost of mediation will be shared equally unless agreed otherwise. 23.4 If mediation does not resolve the matter, either party may pursue legal remedies through the appropriate courts in Victoria.

27. Amendments to These Terms

27.1 The Company reserves the right to amend these Terms at any time. Updated Terms will be published on the Company website and, where practicable, communicated to existing Hirers in writing. 

27.2 The Terms that apply to any booking are those in effect at the time the booking confirmation is issued. Subsequent amendments do not apply retrospectively to confirmed bookings.

28. Governing Law

28.1 These Terms are governed by the laws of the State of Victoria, Australia. Any legal proceedings arising from or in connection with these Terms must be brought in the courts of Victoria.