Our pickup guarantee

The guarantee in full

• What we promise: on the trip home of your Wait & Return, we are back for you within 10 minutes of when your “I’m done” text reaches us, or of when we record your call. If we are later than that, you pay nothing for the extra waiting.
• What this guarantee can take off: the charge for extra waiting. That charge only starts after the waiting included in your quote (60 or 90 minutes, depending on the option you chose) and the 15 free minutes after it. If you were ready within that time, there is no charge for extra waiting, so this guarantee has nothing to take off. Being late back can still give you rights under the consumer guarantees set out below.
• When it applies: to the trip home on the day of your Wait & Return. The guarantee covers us being late back for you on that trip.
• What you need to do: tell us when you are done. Text our text number, 0489 988 601, or reply to one of our texts, or ring us on 07 3059 8632. Our phone number is for calls only, so a text sent to it will not reach us. The time counts from when your text reaches us, or from when we record your call. You do not need to do anything else.
• What we do: when we work out your fare at the end of the trip, we check the time you told us you were done against the time we picked you up. If we were late, we take off the whole charge for extra waiting ourselves. If we did not record when we picked you up, we take it off anyway. If you tell us after your fare is worked out that we were late, and the guarantee should have applied, we refund you that charge by bank transfer within 7 days. We record the refund separately: your trip record and your receipt are never changed. We also make good any reasonable loss our lateness caused.
• How to claim: ring us on 07 3059 8632, text 0489 988 601, email qld@dycomgroup.com.au, or write to us at 27 Dugong Crescent, Banksia Beach QLD 4507. Tell us your booking reference and the date of the trip. Anything you can show us helps, such as the time on the text you sent us. We look at it together with the times we recorded.
• What claiming costs: nothing beyond a phone call or a text. If you write to us, ask and we repay your postage, even if we find the guarantee did not apply. It is added to your refund, or paid to you by bank transfer on its own.
• The benefits of this guarantee are in addition to other rights and remedies you have under a law in relation to our services.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Australian Consumer Law ss 102, 192; Competition and Consumer Regulations 2010 (Cth) reg 90 (services text checked word for word against Compilation No. 100, compilation date 1 September 2026, on 6 October 2026); Transport Operations (Passenger Transport) Regulation 2018 (Qld) s 88(2)(b).