We have to have this to keep you safe!
This is where our journey begins with you!.
At Mid North Coast Limo Service, we invite you to get to know who we are,
what we stand for, and how committed we are to delivering quality, comfort, and exceptional service every time you travel with us.
As our business grows, we’re building more than a service, we’re building a standard. A standard of professionalism, safety, reliability, and genuine care for every passenger who steps into our vehicle. We’re glad you’re here, and we’re proud to have you as part of our story.
You’ll notice that we provide a detailed list of information, policies, and safety guidelines. Don’t be alarmed.
This is standard across all businesses providing rideshare and passenger transport services. The difference is that we choose to be transparent.
Many operators keep this information behind the scenes, but we believe you deserve to know exactly how we operate and how we protect you.
Your safety is, and always will be, our first priority. From compliance and licensing to vehicle standards and driver professionalism, we want you to feel confident, informed, and completely at ease when you travel with us.
Thank you for taking the time to learn about our business.
We look forward to providing you with a premium travel experience across the Mid North Coast.
Mid North Coast Limo Service — Point to Point Obligations & Compliance Statement At Mid North Coast Limo Service (MNCLS),
Our commitment to safety, professionalism, and regulatory excellence is the foundation of every service we provide. As a premium hire‑vehicle operator on the NSW Mid North Coast, we uphold all requirements under the Point to Point Transport (Taxis and Hire Vehicles) Act 2016 and the standards set by the NSW Point to Point Transport Commissioner. Our compliance framework is built around the following MNCLS‑specific standards:
1. MNCLS Safety Management System (SMS)
We operate a tailored Safety Management System designed specifically for luxury limousine services. Our SMS covers:
• Passenger safety protocols unique to chauffeured travel
• Vehicle presentation and maintenance aligned with our premium brand
• Driver competency, training, and behaviour standards
• Incident reporting, risk assessment, and continuous improvement Safety isn’t a checkbox — it’s a core part of the MNCLS identity.
2. MNCLS Driver Standards
Every MNCLS driver represents our brand and must meet:
• All NSW driver authorisation requirements
• MNCLS internal professionalism and conduct standards
• Ongoing training in customer service, safety, and premium‑level presentation Our drivers don’t just meet the minimum — they embody the MNCLS experience.
3. MNCLS Vehicle Compliance & Presentation
Our limousines are maintained to a standard that exceeds basic regulatory requirements. This includes:
• Full compliance with Point to Point vehicle obligations
• Scheduled maintenance and safety inspections
• Premium‑grade cleanliness, comfort, and presentation
• Branding and signage consistent with MNCLS identity Every vehicle reflects the luxury and reliability our clients expect.
4. Transparent, Ethical MNCLS Operations
We operate with integrity across every part of our service:
• Clear communication
• Honest pricing
• Accurate record‑keeping
• Full compliance with all reporting and operational obligations Our clients trust MNCLS because we deliver a service that is safe, lawful, and consistently professional.
Policy and Procedures
Policy & Procedures –
Professional Introduction
Welcome to Mid North Coast Limo Service.
As part of our commitment to professionalism, safety, and exceptional customer care, we provide a clear and comprehensive set of Policies and Procedures for all clients to read and understand. These guidelines are not only a reflection of our high standards they are an essential part of operating a safe, compliant, and reliable passenger transport service.
We want you to know exactly how we operate, what you can expect from us, and how we prioritise your safety at every stage of your journey. Our Policies and Procedures outline the responsibilities of both the company and the passenger, covering areas such as bookings, payments, cancellations, conduct, safety requirements, vehicle standards, and emergency protocols. These measures ensure that every trip is delivered with professionalism, respect, and care.
Policy and Procedures
Mid North Coast Limo Service Policy and Procedures
MID NORTH COAST LIMO SERVICE POLICY & PROCEDURES
1. Purpose of This Document
The purpose of these Policies & Procedures is to ensure that Mid North Coast Limo Service operates to the highest standards of safety, professionalism, and customer care.
These guidelines outline how we conduct our business, how we protect our passengers, and what is expected from both the company and the client during every booking.
Our goal is to provide a safe, reliable, and premium transport experience while maintaining full compliance with NSW Point to Point Transport legislation, Work Health & Safety requirements, and industry best practice.
2. Company Commitment
Mid North Coast Limo Service is committed to:
• Providing safe, comfortable, and professional transport services
• Maintaining full transparency with clients
• Operating in accordance with all NSW transport laws and safety regulations
• Ensuring all drivers meet strict professional and behavioural standards
• Keeping vehicles clean, well‑maintained, and fully insured
• Delivering exceptional customer service at all times Safety is our highest priority — before, during, and after every trip.
3. Driver Standards & Professional Conduct
All drivers representing Mid North Coast Limo Service must:
• Hold a valid NSW Driver Licence and Passenger Transport licence authority
• Maintain a clean driving record
• Complete regular safety and compliance training
• Present themselves in clean, professional attire
• Provide courteous, respectful, and non‑discriminatory service
• Follow all road rules and speed limits
• Never operate a vehicle under the influence of alcohol, drugs, or impairing medication
• Report incidents, hazards, or safety concerns immediately Drivers must not engage in arguments, unsafe behaviour, or inappropriate conversation with passengers.
4. Vehicle Standards & Presentation
Our vehicle must meet the following standards at all times:
• Clean interior and exterior before each booking
• Air‑conditioning and heating fully operational please note.
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The driver adjusts the temperature, fan speed, and airflow.
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Clients may request changes at any time, and the driver will accommodate as long as it remains safe.
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Safety overrides comfort — for example, demisting windows, preventing driver fatigue, or maintaining visibility.
• Seatbelts available and functional for every passenger
• No mechanical faults or warning lights present
• All required safety equipment on board
• Luggage stored safely and securely
• No smoking, vaping, or illicit substances permitted in or near the vehicle The vehicle undergoes regular servicing and safety inspections in accordance with manufacturer guidelines and NSW regulations.
5. Booking Procedures Clients may book via phone, email, website, or approved booking platforms. All bookings require: • Full name • Pickup address • Destination • Date and time • Number of passengers • Special requirements (child seats, luggage, accessibility needs) A booking is confirmed only once the client receives written confirmation from Mid North Coast Limo Service.
6. Payment Procedures
Accepted payment methods include: • Credit/debit card
• Bank transfer
• Approved invoicing for corporate clients Payment terms:
• Deposits may be required for high‑demand events
• Full payment must be made 48 hours prior to any Service.
• Additional charges may apply for waiting time, tolls, cleaning, or damage
7. Cancellations & Refunds
Cancellations must be made in writing. Standard conditions:
• Cancellations made more than 24 hours before pickup: no fee
• Cancellations within 24 hours: 50% of booking fee
• Cancellations within 12 hours or no‑show: 100% of booking fee Special events (formals, weddings, concerts) may have stricter cancellation terms.
8. Passenger Conduct Requirements
Passengers must:
• Wear seatbelts at all times
• Follow driver instructions for safety
• Treat the vehicle with respect
• Avoid aggressive, abusive, or unsafe behaviour
• Not consume alcohol unless pre‑approved and legally permitted
• Not bring illegal substances into the vehicle
• Not interfere with the driver’s ability to operate the vehicle safely Unsafe behaviour may result in immediate termination of the trip with no refund.
9. Alcohol, Food & Beverage Policy
• No alcohol is permitted for school formals — including students and adults
• Alcohol consumption for other events must be pre‑approved
• Food is generally not permitted unless agreed in advance
• Water is allowed Cleaning fees apply for spills, stains, or damage.
10. Child Safety
Requirements In accordance with NSW law:
• Approved child restraints must be used for children under 7
• Clients must request child seats at the time of booking
• Drivers may refuse transport if appropriate restraints are not available Safety of children is non‑negotiable.
11. Luggage & Personal Items
• Luggage must be safely stored in the boot
• Oversized or heavy items must be declared at booking
• The company is not responsible for lost or forgotten items
• Hazardous materials are strictly prohibited
12. Delays, Traffic & Unforeseen Circumstances
While we plan every trip with care, delays may occur due to: • Traffic • Weather • Road closures • Mechanical issues We will always communicate promptly and work to minimise disruption.
13. Mechanical Breakdown Procedure
If a breakdown occurs: • The driver will pull over safely • Passengers will remain safe and informed • A replacement vehicle will be arranged where possible • Refunds or partial refunds may apply depending on circumstances Safety remains the priority.
14. Behavioural Refusal Policy
The driver may refuse or terminate a trip if:
• A passenger is intoxicated to the point of being unsafe
• A passenger becomes aggressive or abusive
• Illegal substances are present
• Passenger behaviour compromises safety No refund will be issued in these cases.
15. Cleaning & Damage Fees
Fees will apply for: • Vomit • Spills • Food mess • Damage to seats, doors, or interior
• Excessive dirt or sand Fees are charged at cost plus downtime.
16. Privacy & Confidentiality
Mid North Coast Limo Service respects client privacy. We do not share personal information except where required by law or safety regulations.
17. Incident Reporting
All incidents — safety, behavioural, mechanical, or medical — must be reported immediately by the driver. Records are kept securely and reviewed for continuous improvement.
18. Lost Property Procedure
• Items found in the vehicle are logged
• The client is contacted where possible
• Items are held for 30 days
• Unclaimed items are disposed of appropriately.
19. Compliance & Legal Obligations
We operate under: • NSW Point to Point Transport (Taxis and Hire Vehicles) Act • Work Health & Safety Act • NSW Road Rules • Insurance and accreditation requirements Compliance is mandatory for all staff and contractors. Every trip applied to service is charged a levy fee regardless of distance.
20. Reviews, Updates to Policy & Procedures are reviewed regularly to ensure they remain current, compliant, and aligned with best practice. - (April 2026 last review)
Terms and Conditions
Terms and Conditions –
Professional Introduction
Welcome to Mid North Coast Limo Service.
To ensure every journey is delivered with professionalism, safety, and clarity, we provide a detailed set of Terms & Conditions for all clients to read and understand before travelling with us. These Terms & Conditions form the legal agreement between you and Mid North Coast Limo Service.
They outline the rights, responsibilities, and expectations of both the company and the passenger. While many transport providers follow similar rules, they often keep them hidden or only share them when issues arise. We believe in transparency. We want you to know exactly what you are agreeing to, what we promise to deliver, and how we protect your safety and your booking.
Our Terms & Conditions cover important areas such as booking requirements, payment obligations, cancellations, refunds, passenger conduct, safety rules, liability, and service limitations. These conditions ensure fairness, protect both parties, and help us maintain the high standards our clients expect.
Terms and Conditions
MID NORTH COAST LIMO SERVICE TERMS & CONDITIONS
1. Acceptance of Terms
By making a booking, paying a deposit, or confirming transport services with Mid North Coast Limo Service, the client acknowledges and accepts all Terms & Conditions outlined in this document. These terms form a binding agreement between the client and Mid North Coast Limo Service.
2. Booking Confirmation
A booking is only confirmed once the client receives written confirmation via email, SMS, or approved booking platform. Verbal enquiries or unconfirmed quotes do not constitute a booking. The client is responsible for ensuring all booking details are correct, including: • Date and time • Pickup and drop‑off locations • Number of passengers • Special requirements
3. Payment Terms Payment methods accepted:
• Credit/debit card
• Bank transfer
• Approved corporate invoicing Payment conditions:
• Full payment is required before or at the time of service unless otherwise agreed
• Deposits may be required for high‑demand events
• Outstanding balances must be settled before the journey begins Failure to pay may result in cancellation of the booking.
4. Cancellation Policy
Cancellations must be made in writing. Standard bookings: • More than 24 hours’ notice: No cancellation fee • 24–12 hours’ notice: 50% of booking fee • Less than 12 hours’ notice or no‑show: 100% of booking fee Special events (formals, weddings, concerts, peak‑demand days): • Deposits are non‑refundable • Cancellations within 7 days: 100% of booking fee
5. No‑Show Policy A booking is considered a no‑show if:
• The client is not present at the pickup location within 15 minutes of the scheduled time
• The client cannot be contacted
• The driver is unable to safely wait due to traffic or location restrictions No‑shows are charged at 100% of the booking fee.
6. Passenger Conduct Passengers must:
• Wear seatbelts at all times
• Follow driver instructions
• Behave respectfully and safely
• Not bring illegal substances into the vehicle
• Not consume alcohol unless pre‑approved
• Not smoke or vape in or near the vehicle Aggressive, abusive, or unsafe behaviour may result in immediate termination of the trip with no refund.
7. Alcohol, Food & Beverage Rules
• No alcohol is permitted for school formals
• Alcohol for other events must be pre‑approved. No Alcohol will be entering vehicle.
• Food is not permitted unless agreed in advance.
• Water is allowed Cleaning fees apply for spills, stains, or damage.
8. Cleaning & Damage Fees
The client is responsible for any damage or excessive mess caused by passengers. Fees may apply for: • Vomit • Spills • Food mess • Damage to seats, doors, or interior • Excessive dirt or sand Fees are charged at cost plus vehicle downtime.
9. Child Safety In accordance with NSW law:
• Approved child restraints must be used for children under 7
• Clients must request child seats at the time of booking
• Drivers may refuse transport if appropriate restraints are not available No refund will be issued if the trip cannot proceed due to missing child restraints.
10. Luggage & Personal Items
• Luggage must be safely stored in the boot
• Oversized or heavy items must be declared at booking
• Hazardous materials are prohibited
• Mid North Coast Limo Service is not responsible for lost or forgotten items
11. Delays & Unforeseen Circumstances
While every effort is made to arrive on time, delays may occur due to:
• Traffic
• Weather
• Road closures
• Accidents
• Mechanical issues
Mid North Coast Limo Service is not liable for losses resulting from delays outside our control.
12. Mechanical Breakdown If a breakdown occurs:
• The driver will stop safely
• Passengers will be kept informed
• A replacement vehicle will be arranged where possible
• Refunds or partial refunds may apply depending on circumstances Safety remains the priority.
13. Refusal of Service The driver may refuse or terminate a trip if:
• A passenger is intoxicated to the point of being unsafe
• A passenger becomes aggressive or abusive
• Illegal substances are present
• Passenger behaviour compromises safety No refund will be issued.
14. Air‑Conditioning & Climate Control
The driver manages the climate control system for safety reasons (visibility, demisting, driver fatigue). Passenger comfort requests will be accommodated where safe and practical.
15. Photography & Media
Photos of the vehicle may be taken by passengers. Photos of passengers will not be taken or used by the company without consent.
16. Privacy
All personal information is kept confidential and used only for booking and operational purposes unless required by law.
17. Liability
Mid North Coast Limo Service is not liable for:
• Loss or damage to personal items
• Delays caused by external factors
• Costs incurred due to missed flights, events, or appointments
• Passenger negligence or misconduct Our liability is limited to the value of the booking.
18. Governing Law
These Terms & Conditions are governed by the laws of New South Wales, Australia.
19. Acceptance By confirming a booking, the client acknowledges they have read, understood, and agreed to these Terms & Conditions.
