Our Terms & Conditions

Terms and Conditions

The hire of a vehicle for any charter is subject to the Terms and Conditions set forth unless a specific written agreement has been agreed upon between the client and Horizons West Bus & Coachlines (hereafter Horizons West). Client, customer or passenger refers to any and all parties and entities which have entered into this agreement with Horizons West. By placing a booking with Horizons West, the client acknowledges that they have read, understood and agree to accept the Terms and Conditions as detailed below.

1.0 Conditions of Quotations

1.1 The person requesting for a quotation and/or subsequent booking must be at least 18 years of age.

1.2 Quotations are valid for a period of 30 days from the date of issue subject to vehicle availability and can be withdrawn by Horizons West without notice. Price changes may occur by reason of matters outside Horizons West control which may increase the cost of the service. Factors may include but are not limited to fuel surcharges, insurance increases, etc.

1.3 In the event that an obvious error has occurred with the quoted/accepted price, Horizons West reserves the right to advise the client of the error, provide an amended price and void the booking whether it has been accepted or confirmed by the client.

1.4 It is the responsibility of the client to check that all details provided in the quotation are correct. Horizons West accepts no responsibility for the accuracy of customer itineraries.

1.5 No bookings are made when a quotation is provided and Horizons West does not accept tentative bookings.

2.0 Bookings

2.1 ‘Booking Confirmation’ which the client receives is a legally binding contract or ‘Charter Agreement’ between client and Horizons West.

2.2 Once the client has confirmed the booking via email, phone or facsimile, Horizons West will send an email confirmation 

2.3 It is the responsibility of the client to ensure that the ‘Booking Confirmation’, once received, is accurate and complete. Any discrepancies found in the Booking Confirmation must be communicated to Horizons West as a matter of urgency.

2.4 No amendments can be agreed upon with a Horizons West driver. All amendments to a booking must be made in writing and sent to bookings@horizonswest.com.au. The driver does not have the authority to bind Horizons West to any agreement with the client in any manner whatsoever.

2.5 For some charters, it may be necessary to have accommodation and meals provided for Horizons West driver/s, these costs, unless prior arrangement has been made, shall be borne by the client.

3.0 Payment and Bond

3.1 Pre-payment is required for all non-account holders. A $200 Bond is required to secure the booking and the charter must be paid in full 10 working days prior to the charter date.

3.2 If full and final payment has not been received by Horizons West 10 working days prior to the charter date, and attempts to reach the client are not successful, the vehicle will not be dispatched from Horizons West depot. The client accepts to forfeit any monies paid, including the bond should the charter be cancelled due to unsuccessful attempts to reach the client.

3.3 Bonds are a part of Horizons Wests’ policy and are in addition to charter costs. The bond is refundable 3 to 5 working days following the completion of the charter, provided there has been no damage/s to the vehicle/s, excessive cleaning required, amendments to the charter details or applicable demurrage charges

3.4 Account holders are required to pay as per the payment terms listed on the invoice.

3.5 Payments can be made by Eftpos, Bank transfer, MasterCard (1.5% surcharge applies), Visa (1.5% surcharge applies) or American Express (2% surcharge applies).

4.0 Cancellation

4.1 Cancellation of bookings must made in writing by the client to Horizons West via email to bookings@horizonswest.com.au. Please ensure that a confirmation of the cancellation has been received. Horizons West does not accept phone cancellations.

4.2 Cancellations within 24 hours of the charter will be charged a full or part payment as per management’s discretion.

4.4 In the event that Horizons West is unable to provide a vehicle to meet all or part of the client’s booked requirements due to reasons of emergency, vehicle unavailability, or other reason, Horizons West will take all reasonable measures to provide a replacement or alternative solution.

4.5 In the event that Horizons West is unable to provide a replacement or alternative solution, Horizons West reserves the right to return all monies paid and, without liability, cancel the booking providing the client with as much notice as possible. In such circumstances, Horizons West shall have no liability for any inconvenience or loss incurred and will not be held liable for any direct or consequential loss however so arising.

5.0 Additional Charges

5.1 Late departures will incur a fee to be charged incrementally every 15 minutes

5.2 Fees may vary for many reasons – vehicle type allocated to the charter, the time of day, day of week, etc.

6.0 Conditions of Travel

6.1 Passengers are required to conduct themselves in a manner acceptable to normal community standards.

6.2 Aggressive or disorderly conduct displayed toward any other passengers or Horizons West staff will not be tolerated and passengers may be refused entry or required to disembark at any time during transit.

6.3 Passengers must not have any part of their body outside of the bus, and must not throw any objects or items from the bus.

6.4 Consumption of alcohol, cigarettes and illegal drugs is not permitted on Horizons West’s buses.

6.5 Any passenger that requires more than minimal assistance from the driver to board/disembark may be required to be accompanied by a carer. Any assistance from the driver is at the driver’s discretion to avoid injury to the driver.

6.6 Registered guide dogs are permitted to travel with their owner. Prior advice when booking is requested.

6.7 Passengers are prohibited to carry dangerous, flammable or illegal items/goods on any part of a passenger/person or the vehicle.

6.8 Any costs incurred to the passenger/s as a result of refusal to board or removal during transit will be the sole responsibility of the offending passenger/s

6.9 All property carried by the client, either in the luggage storage compartment or on board, are at the passengers own risk. Horizons West does not accept liability for goods lost, stolen or damaged either during transit or at pickup/drop off locations.

6.10 The client agrees that any luggage or goods carried on board or stored in the luggage compartment will not cause, either directly or indirectly, any damage or harm to other passengers, other passengers effects or cause damage to the property of Horizons West.

6.11 Horizons West will endeavour to honour its commitments relating to departure and arrival times but will not be held liable in the event that times are unable to be met as a result of road, traffic, weather conditions or any other event that would reasonably cause a delay.

6.12 Horizons West reserves the right to vary schedules and prices without notice. Bookings made prior to any changes will be honoured and every endeavour will be made to notify the clients with valid bookings of changes to the schedules.

6.13 Possession or carriage of firearms, explosives and fireworks are strictly forbidden on all Horizons West vehicles.

6.14 Upon request, personal CD’s or DVD’s can be played on board of the vehicle and will be returned to the client upon completion of the service. Horizons West disclaims any and all liability for the showing of Copyrighted CD’s and DVD’s and the client agrees to indemnify Horizons West of any liabilities which may arise.

7.0 General Terms

7.1 Bookings made are based on passenger numbers and not on vehicle type, unless specifically requested. The client may receive a different configuration/combination of vehicles on the day of the charter in comparison to what was previously advised on the booking confirmation.

7.2 Horizons West bus drivers will obey road speed restrictions irrespective of unscheduled delays in transit.

7.3 Horizons West bus drivers must maintain legal driving hours and driver rest periods in line with current regulations.

7.4 Horizons West bus drivers will remove waiting vehicles from pickup points if the vehicle and driver have been waiting in excess of 20 minutes for the passengers. The driver may remove the vehicle with, without notification by the passenger group at Horizons West discretion. Due to other operational commitments, this may result in job cancellation.

7.5 Any issues arising from the service provided by Horizons West must be received in writing within 30 days of the service completion date for an official response. Issues or compensation claims made after this time may not receive a response.

8.0 Exclusion of Liability

8.1 Horizons West will take all reasonable steps to provide the client the services outlined in the confirmation advice. Horizons West accepts no liability for:

8.1.1 Substitution of vehicle for reasons beyond Horizons West control.

8.1.2 Any loss of enjoyment experienced by passengers due to circumstances beyond Horizons West control.

8.1.3 Loss or damage to goods and or luggage.

8.1.4 Failure to meet connections due to unexpected delays.

8.1.5 Any other costs incurred by the client.

8.1.6 Acts of Force Majeure.

9.0 Enforceability

9.1 If any provision, clause or term of these Terms and Conditions shall become or be declared illegal, invalid or unenforceable for any reason whatsoever, such term or provision shall be declared void but all other terms will remain valid.

9.2 The Terms and Conditions shall apply whether the agreement is verbal or written and shall enter into force immediately upon Horizons West accepting a booking from the client.