Terms and Conditions

7/18/2019 Terms and Conditions

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Greyhound Terms and Conditions of Carriage (effective April 2014)

The Australian Consum er Law provides Consumers with a number of protections and Consumer Guarantees that cannot be excluded or limited. TheseTerms, and in particular the limitations of liability set out in these Terms, are therefore subject to, and will not apply to the extent that they limit or exclude,such protections and Consumer Guarantees applicable to Consumers. However where the Australian Consumer Law permits us to limit the remediesavailable to us in respect of a Consumer for a breach of a Consumer Guarantee, we hereby limit the remedies available to our Consumer, at our option, inthe case of goods, to the repair or replacement of the goods, the supply of equivalent goods or the payment of the cost of having the goods repaired orreplaced or having equivalent goods supplied and, in the case of services, to supplying the services again or paying the cost of having the servicessupplied again.

e carriage of any Passenger on our Coaches,

d any related goods or services that we mayvide to a Passenger in respect of such carriage,subject to these Terms and Conditions of

rriage ("Terms") and any other terms set out onPassenger's Ticket. These Terms and any other

ms set out on the Passenger's Ticket compriseentire agreement between us and the

ssenger and, subject to the Australian Consumerw, no other terms and conditions, where oral ortten, will apply.

some routes we offer our services with otherrriers under code share arrangements. Thisans that Passengers that have a Ticket with usy travel on another Carrier's Coach. Passengersvelling on a Coach operated by another Carrier

y be subject to terms and conditions of theerating Carrier that differ from Terms.ssengers must make sure that they are aware ofd must comply with these Terms as well as theerating Carrier's terms and conditions.

are not a common carrier and reserve the rightrefuse to deal with any person or to carry anyggage without giving any reason. You agree toserve any written or oral direction that we give tou in respect of your travel on our Coach.

FINITIONSdventure Bookings" mean any activities that areordinated through the adventure booking facilitysuant to clause 20.

ustralian Consumer Law" means Schedule 2 ofCompetition and Consumer Act 2010 (Cth).uthorised Agent" means one of our agentshorised to sell Tickets on our behalf.

ooking" means the details which we or one of ourhorised Agents have entered in our system

ating to a journey to be made by a Passenger, orhe case of a Ticket with an open date, the detailshe Passenger and the type of Ticket purchasedthe Passenger.arrier " means any of our partners or subsidiariesh which we have a code share arrangement.haperone" means a person that agrees tocompany a Minor on a Coach, who is known to

parent/guardian of the Minor, and who is oldern 15 years of age.

oach" means any coach vehicle including thoseerated by one of our Carriers.onsumer " has the meaning given to it in thestralian Consumer Law.onsumer Guarantee" means any statutoryarantee provided to Consumers under Division 1Part 3-2 of the Australian Consumer Law.vent of Force Majeure" means anycumstances beyond our reasonable controluding but not limited to war, acts of terror,ement weather, hurricanes, cyclones, severerms or weather, hail, strikes, lockouts or rawterial shortages (including shortages of fuel).

xpress Pass" means a hop-on hop-off pass toe on our Coach network between set destinations

or on an allocated kilometer allowance and includes

Mini Traveller, Micro Passes and KM Passes."Flexi Fare" means any full priced fare on a point topoint ticket."Hand Luggage" means all items of carry-onluggage which are carried aboard a Coach by aPassenger including, but not limited to, hand bags,clothing, books, magazines, electrical equipmentand components, cash, credit cards, art works,passports, jewelry, antiques and valuable items."Infant" means a child under the age of 3.“KM Pass” means a kilometer pass that can beused for a combination of travel, accommodationand adventures."Luggage" means any item that a Passenger bringson our Coach, including but not limited to any itemsstored in storage bins and any item of Standard

Luggage and Non-Standard Luggage, excludingany Hand Luggage.“Micro Pass” means a one-stop pass for travelonly."Minor " means a child aged between 3 and 11(inclusive).“Mini Traveller” means a hop-on hop off pass fortravel only."Non-Standard Luggage" means the itemsidentified in clause 4.4 of these Terms.“Package Bookings” includes any GreyhoundTravel & Stay Package, Greyhound AttractionPackage or Oz Experience Package. Packagebookings include components of Greyhound Traveland Adventure products"Passenger" means any person with a Booking

who is to be carried or who is carried on a Coach,except members of our staff."Related Bodies Corporate" has the meaninggiven to that term in the Corporations Act 2001(Cth).“Saver Fare” means any special, promotion ordiscounted fare on point to point ticket"Standard Luggage" includes any bag or suitcase,boogie board, skis, snow board, golf clubs / golf bagor golf buggy."Subsidiaries" has the meaning given to that termin the Corporations Act 2001 (Cth)."Ticket" means any Express Ticket, Express Passor Adventure Bookings issued by us or one of our Authorised Agents to a Passenger containingdetails of the Booking, including an E-Ticket."Unaccompanied Child Form" means the form thatmust be completed by the parent or guardian of anunaccompanied child between the ages of 12 to 14(inclusive) before that child will be permitted to travelwith us and which can be found on our website or bycalling us on 1300 GREYHOUND (1300 473 946)."us", "we" or "our " means Greyhound Australia PtyLtd and its Subsidiaries and Related BodiesCorporate, its officers, employees, agents andsubcontractors.1 TICKET RESERVATIONS1.1 We will not be bound to provide any goods orservices to any Passenger unless that Passengerhas reserved a seat and paid for their Ticket in full.1.2 Tickets must be paid for at least 24 hours prior

to the scheduled departure date and time.

Passengers that fail to do so may have theirTicket cancelled.1.3 A Ticket entitles the person named on it to

occupy one set on the designated Coach whilethat Coach travels between the destinationsstated on the Ticket.

1.4 We are not responsible or liable for any lost,stolen or damaged Tickets.

2 FEES, CHARGES & PRICING2.1 All quoted fares (whether on our website, at oneof our terminals, through our call centre or from oneof our Authorised Agents) are subject to changeprior to payment by the Passenger.2.2 Passengers should ensure that they confirm theapplicable fare amount, through one of the channelslisted in clause 2.1 above, prior to paying for their

Ticket.2.3 Our fares incorporate a fuel surcharge which willbe identified as a separate item in the total farespecified to the Passenger at the time of payment.2.4 All Tickets booked by credit card will incur a feeof 2%.2.5 All Bookings made through our call centre willincur a booking fee (including Bookings to add orchange a sector on an existing Booking). This feewill be included in the total fare at the time ofpayment, or in the case of a change to an existingBooking, will be payable by credit card at the time ofchanging the Booking.2.6 Parents or guardians accompanying an Infantmust purchase a Ticket for themselves and mustpay 50% of the standard adult fare for a Ticket for

the Infant. If the same parent or guardian wishes toaccompany a second Infant, that second Infant willreceive a Ticket for free. Any additional Infantsaccompanied by the same parent or guardian willbe charged at 50% of the standard adult fare for aTicket.2.7 Infants who are accompanied by 2 fully payingPassengers will receive a Ticket for free (up to amaximum of 2 Infants).3 DEPARTURES3.1 Passengers must be at the departure pointspecified on the Ticket at least 20 minutes beforethe allocated departure time on the Ticket.3.2 Passengers may be refused carriage if theyarrive less than 20 minutes before the allocateddeparture time on the Ticket.3.3 We will endeavour to adhere to the departureand arrival times stated on the relevant Ticket but,subject to any rights that a Passenger may have asa Consumer, are not liable for any failure to meetthose times.3.4 All Passengers must, at the time of boarding theCoach, have their Ticket, or in the case of an E-Ticket, their booking number and photoidentification (passport, driver's license orconcession card) which matches the name on theTicket or associated with the booking number, ontheir person and available for inspection.Passengers who fail to produce such informationmay be refused entry onto the Coach at no liabilityor cost to us.



It is the responsibility of each Passenger toeck any changes made to our timetables beforeparture. We may alter our timetables up to 24urs in advance of the allocated departure timeted on a Ticket. Please refer to Service Updates

the website for further details atp://www.greyhound.com.au/service-info/service-dates

Passengers exiting the Coach for a meal,eshment break or other stop are required to

urn to the Coach before the specified departuree. A Passenger who fails to board the Coach byspecified departure time will forfeit the

mainder of the Ticket and will be responsible forcosts incurred by the Passenger as a result.AGGAGESubject to clauses 4.2 and 4.3, Passengers are

itled to two pieces of Standard Luggage on ouraches.Subject to clause 4.3:Passengers are entitled to 3 additional items ofndard Luggage at $10 per item;Requests for any items in excess of three

ditional items will be charged at our standardght rates.

4 Passengers may make a request to bring non-

ndard items of Luggage on our Coaches, which ifproved by us in our absolute discretion will bearged as follows:$15 per surfboard, surf-ski or sailboards;$49 per assembled pushbike;$25 per disassembled pushbike;$25 per boxed pushbike; andany other non-standard items of Luggage maycharged at rates that we determine in our

solute discretion.All items listed in 4.4 above must be

companied by a Passenger.Prams and wheelchairs may be brought on

ard our Coach free of charge regardless of howch Luggage the Passenger has.

Express Ticket Passengers whose journeyudes a number of sectors will only be charged

ce per item (not charged per sector).Surfboards, surf-skis and sailboards must be

cked well in damage absorbent material and willve a maximum length of 2 metres.

Disassembled pushbikes must have the fronteel off and taped to the frame, pedals removed,ain removed or covered.0 All Luggage (Standard Luggage and non-ndard) must weigh no more than 20kg.1 Passengers are entitled to 1 item of Handggage which must not weigh more than 8kg.1 Passengers must remove all Hand Luggagele disembarking at meal, rest and other stops.2 Subject to clause 20:all Luggage, including Hand Luggage, is the soleponsibility of the Passenger;we accept no responsibility, and shall not be

ble, for theft, loss or damage to any Passenger’sggage whilst in our terminal, on a Coach, innsit or otherwise in our possession or control,ether caused by our negligence, recklessness,ful misconduct or otherwise. We recommend that

u carry any personal items including fragile oruable items on your person; andpersonal travel insurance is not included with

ur Ticket. It is recommended that you obtainequate insurance before travelling with us.3 Any Luggage or Hand Luggage that is leftoard a Coach or in our terminal will be carried toentral point and stored at the Passengers risk for

no more than 3 months. An administration fee of$25 will apply for the return of lost Luggage or HandLuggage and any freight expenses incurred in thereturn of lost Luggage or Hand Luggage will beincurred at the Passengers expense.4.14 The Passenger warrants that their Luggage orany other goods taken or placed on the Coach willnot, either directly or indirectly, cause any loss ordamage of any kind whatsoever to us, our staff, anyother passengers, any Luggage, other goods or the

Coach.4.15 Passengers with wheelchairs will be required tosit in a Coach seat and to stow their wheelchair inour storage bins.5 WIFI & USB CHARGINGWe will endeavour to provide access to WiFi andUSB Charging on specified services. The speedand reliability of WiFi and USB Charging depend ona number of factors, including but not limited to:(a) the capability of devices connecting to WiFi

and USB Charging;(b) the availability of the telecommunications

network providing WiFi;(c) the physical location of the coach;(d) the level of usage of WiFi and USB Charging

on each coach; and

(e) signal interference and general internetcongestion.We do not guarantee that access to WiFi and USBCharging will be continuous, fault-free, secure oraccessible at all times and will not be liable toprovide partial or full refunds due to unavailability ofWiFi and USB Charging.6 NO SMOKINGSmoking is not permitted aboard our Coaches or inour terminals at any time.7 MINIMUM DRESS STANDARDSWe reserve the right to refuse carriage toPassengers who do not comply with our minimum ofdress standards which include a shirt,shorts/trousers/skirt and footwear.8 PERSONAL HYGIENE8.1 Passengers must be sufficiently washed andclean prior to boarding the Coach. Any Passengerwith an odour that, in our reasonable opinion(including the reasonable opinion of our staff), isobjectionable to other Passengers or staff, may beasked to bathe themselves prior to boarding and/ormay be required to travel on another service.8.2 Any additional costs to us or the Passengerwhich are incurred as a result of our exercise ofclause 8.1 above will be borne by the Passenger.9 DRUG OR ALCOHOL INTOXICATION9.1 We may refuse carriage to, or remove from ourCoaches, any Passenger that we or our staffbelieve (acting reasonably) is intoxicated by drugsand/or alcohol and who may, or may not, pose apotential threat to themselves, others or property.9.2 Any additional costs to us or the Passengerwhich are incurred as a result of our exercise ofclause 9.1 above will be borne by the Passenger.The Passenger will be deemed to have travelled therelevant sector of the Ticket for which they wereremoved from the Coach and/or refused entry ontothe Coach and will not be entitled to any refund orexchange.10 VIOLENT, DISORDERLY & AGGRESSIVEBEHAVIOUR10.1 Violence, disorderly conduct and aggressionwill not be tolerated on our Coaches or at theterminal.10.2 Passengers may be removed from a Coach orrefused entry on to a Coach prior to reaching their

destination if, in our opinion including the opinion ofour staff, they demonstrate violent, disorderly oraggressive behavior.10.3 Any additional costs to us or the Passengerwhich are incurred as a result of our exercise ofclause 10.2 above will be borne by the Passenger.The Passenger will be deemed to have travelled therelevant sector of the Ticket for which they wereremoved from the Coach and/or refused entry ontothe Coach and will not be entitled to any refund or

exchange.11 OTHER REASONS FOR REFUSAL ORREMOVALWe may refuse entry of any Passenger onto ourCoach, or may remove a Passenger from the Coachif, in our reasonable opinion (or that of our staff):(a) the Passenger is in breach of any of theseTerms;(b) there is a risk that the Passenger or thePassenger's Luggage may cause disturbance,distress or discomfort, to any other Passenger orthe driver or any of our staff; or(c) there is a risk that the Passenger may interferewith the safety of the other Passengers, the driver,our staff or the Coach.12 DISABLED PASSENGERS

12.1 It is the Passenger's responsibility to discloseto us any physical or mental condition that mayhinder access to, from or while on our Coaches.12.2 Passengers must be able to board, disembarkand move around the Coach unaided or withminimal assistance from the Coach driver.Passengers must also be willing and able to complywith time restrictions and regulations at meal andother stops. Any passenger who cannot performthese functions unaided must be accompanied by acarer for the duration of the journey.12.3 Drivers may provide minor assistance to aPassenger where required where they deem it safeto do so.12.4 A Frequently Asked Questions document forPassengers travelling with mobility aids can bedownloaded from our website or by contacting us on1300 GREYHOUND (1300 473 946).13 ASSISTANCE DOGS13.1 For passengers with a disability who require an Assistance Dog to travel with them, a certified Assistance Dog can travel with them for free whenin the company of the passenger. It is thepassenger’s responsibility to disclose to Greyhound Australia if they will have an Assistance Dogtravelling with them.13.2 Subject to availability, an extra seat will beallocated for the Assistance Dog. If two seatstogether are not available, the passenger may needto choose another service that has sufficient seatsavailable.13.3 The same rights and responsibilities areextended to trainers of Assistance Dogs when the Assistance Dog accompanies them and is intraining.13.4 A Special Assistance and Needs document forPassengers travelling with an Assistance Dog canbe downloaded from our website or by contacting uson 1300 GREYHOUND (1300 473 946).14 SERVICE DELAYS & CANCELLATIONS14.1 Our services maybe delayed or cancelled dueto an Event of Force Majeure. Affected Passengerswill be entitled to use their Ticket (or where only onesector is affected, to travel that sector) for a periodof 6 months from the date of purchase.14.2 We will use our reasonable endeavours toassist Passengers to find another available service



such circumstances, and will not be responsibleany costs incurred by Passengers as a result ofelay or cancellation. This clause does not affect

y rights or remedies under the Australiannsumer Law which can not be excluded,tricted or modified.INFANTS, MINORS AND UNACCOMPANIEDILDREN1 Infants must be accompanied by a parent (ofy age) or a guardian (who must be 18 years of

e or older).2 Subject to clause 15.5 below, Minors must becompanied by a Chaperone.3 A Chaperone takes full responsibility for the

nor during the journey and may be in charge ofre than one Minor on a Coach.4 A Chaperone discount of 50% of full adult farey be provided at our absolute discretion where

Chaperone returns to his or her originalstination on the next available service.5 Unaccompanied children between the ages ofand 14 (inclusive) who have a valid Ticket mayaccepted for travel if their parent or guardian issent at the terminal on departure and that parentguardian hands over a signed Unaccompaniedld Form to the driver of the Coach prior to

parture. A parent or guardian identified in theaccompanied Child Form (and able to provideoto identification to prove this to be the case)st be present to sign for the child upon arrival atdestination. If no parent or guardian is present,will take the child to the nearest forward police

tion (i.e. the next police station on the Coach'sward journey).6 Unaccompanied children between the ages ofand 14 (inclusive) will not be permitted to travelconnecting services even where they have ad Ticket unless the child's parent or guardiant signed the Unaccompanied Children Form issent at the service change.YOUR PRIVACYPassenger information will be subject to our

vacy policy which can be found on our websiteby contacting us on 1300 GREYHOUND (13003 946).COACHESmay substitute any Coach for another vehicle of

table quality and safety in our absolutecretion. Substitute Coach's may not havetroom facilities, in which case we will makepropriate restroom stops along the journey (in oursonable discretion).REFUNDS, CHANGES AND TRANSFERS1 Subject to any other right or remedy thessenger may have under the Australiannsumer Law, we do not offer refunds tossengers who:fail to board the Coach they have booked to

vel on;are removed from the Coach for the reasons setin clauses 9, 10 or 11 of these Terms;have been refused travel in accordance with

clauses 7 or 8 of these Terms; or(d) in the circumstances set out in clause 14 ofthese Terms.18.2 In addition to clause 19.1 above and subject toany other right or remedy the Passenger may haveunder the Australian Consumer Law, our policy forTicket refunds, changes and transfers is set out inthe Schedule to these Terms.18.3 You acknowledge and agree that thecancellation fees set out in the Schedule constitute

a genuine pre-estimate of our loss if you cancelyour Ticket.18.4 Despite clauses 18.1 and 18.2, we may decideto offer a refund to a Passenger in our absolutediscretion.19 ADVENTURE BOOKINGS19.1 We may arrange Adventure Bookings on yourbehalf with other service providers. Youacknowledge and agree that we act as agent only inrespect of such bookings and that our obligation isto make bookings on your behalf and to arrangerelevant contracts between you and relevant serviceproviders and that those bookings are subject to theterms and conditions of the relevant serviceprovider.19.2 Subject to clause 20 below, we have no

responsibility for any activities conducted in respectof any Adventure Bookings nor do we make or giveany warranty or representation regarding theirstandard. All bookings are made on your behalfsubject to the terms and conditions and limitationsof liability imposed by these service providers. Yourlegal recourse for those services is against thespecific provider and not us. If for any reason(excluding fault by us) any service provider isunable to provide the services for which you havecontracted, your remedy lies against that providerand not with us.20 LIMITATION OF LIABILITY20.1 Subject to clauses 20.2 and 20.3:(a) all conditions, warranties and implied terms,whether statutory or otherwise, are excluded inrelation to any goods or services by us toPassengers under these Terms;(b) our accumulated liability under this agreement islimited to the cost of the Ticket purchased by thePassenger;(c) we exclude any liability for legal costs anddisbursements and, without limitation, any indirector consequential expense, loss or damage, loss ordamage to reputation, loss of goodwill, loss ofprofits, revenue, use, expectation or opportunity,wasted expenditure, lost production or similarlosses suffered by a Passenger under or inconnection with these Terms;(d) subject to these Terms, we are not liable for anyloss or damage arising out of or consequentialupon, directly or indirectly, any abandonment of,delay in departure or delay during any triphowsoever caused;

(e) we are not liable for any loss, damage, cost,expense or liability incurred by the Passenger as aresult of an act or omission of a Carrier; and(f) we are not liable for any death, injury, sicknesssuffered by any Passenger or for any cost, loss,damage, liability or expense of any kind whatsoeversuffered or incurred by a Passenger, including inrespect of any theft or loss of the Passenger'sLuggage.20.2 The Australian Consumer Law provides

Consumers with a number of protections andConsumer Guarantees that cannot be excluded orlimited. These Terms, and in particular thelimitations of liability set out in these Termsincluding but not limited to clause 20.1, aretherefore subject to, and will not apply to the extentthat they limit or exclude, such protections andConsumer Guarantees applicable to Consumers.However where the Australian Consumer Lawpermits us to limit the remedies available to us inrespect of a Passenger for a breach of a ConsumerGuarantee, we hereby limit the remedies availableto our Passenger, at our option, in the case ofgoods, to the repair or replacement of the goods,the supply of equivalent goods or the payment ofthe cost of having the goods repaired or replaced or

having equivalent goods supplied and, in the caseof services, to supplying the services again orpaying the cost of having the services suppliedagain.20.3 To the extent that we are deemed to supplyrecreational services (as defined in the AustralianConsumer Law), and provided we are not deemedto have engaged in reckless conduct (as that term isdefined in the Australian Consumer Law) we are notliable to any Passenger for:(a) death;(b) physical or mental injury of an individual(including the aggravation, acceleration orrecurrence of such an injury of the individual);(c) the contraction, aggravation or acceleration of adisease of an individual; or(d) the coming into existence, the aggravation,acceleration or recurrence of any other condition,circumstance, occurrence, activity, form ofbehaviour, course of conduct or state of affairs inrelation to an individual:(i) that is or may be harmful or disadvantageous tothe individual or community; or(ii) that may result in harm or disadvantage to theindividual or community.21 GOVERNING LAWThese Terms are governed by and to be construedin accordance with the law of the State ofQueensland. Any proceedings against us shall bebrought in the State of Queensland.22 BENEFIT OF TERMSGreyhound Australia Pty Ltd holds the benefit ofthese Terms for itself and on trust for each of itsSubsidiaries, Related Bodies Corporate, officers,employees, agents, subcontractors and any Carrier.



Schedule – Refunds / Changes / Transfers

Ticket Type Refund rules

Booking Fees Booking fees and change fees for processing the ticket through the call centre will not be refunded.

Agent Bookings All refund requests need to go back to original issuing agent.

Flexi Fares Flexi Fares entitle the Passenger to:

a) keep the date of their Booking open for 3 months from the date of purchase; and

b) transfer to another date or time up to 15 minutes before the original booking departure time. After this time, theTicket will be forfeited and sector will be registered as a fail to board the Coach.

Saver Fares Refunds, changes and transfers are not available for Saver Fares.

Micro, MiniTraveller & KMPasses

No refund:

a) when travel has commenced.

Refund available:

a) upon payment of $100 cancellation fee (and no credit card surcharge applied will be refunded).

AdventureBookings No refund:

There will be no refund if:

a) Booking is cancelled less than 7 days prior to the intended travel date = 100% cancellation feeb) A Booking is failed to load or not notified to Greyhound of any changes prior to intended travel date, orc) A Booking is changed and subsequently cancelled

Refund available:

A refund is available:

d) If the booking is cancelled more than 7 days prior to the intended travel date = 50% cancellation feee) Refunds will be processed back to the passenger in the same manner the booking was madef) Where the booking was paid for by kilometre exchange, Greyhound Adventures will refund back kilometres to

the passenger’s kilometre pass

Packages No refund:

There will be no refund where:

a) the package has expired;b) a travel date has already been booked for travel or tours (ie the 1st sector of travel has been booked), orc) the customer has redeemed part of the package and the supplier has invoiced us for itd) The personal details on the Pass do NOT match the person requesting the Refund, or

Refund available:

A refund is available:

a) A refund is available for Package bookings where no travel or tour date has been enteredb) $100 cancellation fee applies

Documents

Terms and Conditions