Policies and Accountability
Clear policies protect both sides and make accountability concrete. This section summarises how bookings, changes, complaints, privacy and passenger responsibilities work. It describes the process and who is responsible; specific fees, timeframes and terms that carry a dollar value or deadline are confirmed in your written quote or booking terms, not invented here.
Booking
- A booking is confirmed in writing so both parties have a record of the vehicle type, date, times, pick-up and drop-off points and price that were agreed.
- Any deposit, payment method and payment timing are set out in your quote or booking terms; we point you to those terms rather than state amounts we have not confirmed for your job.
- If your service may be delivered by an approved partner operator, we tell you before you confirm, and Fox Bus remains the party you booked with.
Changes and Cancellation
- Changes to date, timing, route or passenger numbers should be requested as early as possible so we can confirm whether they can be accommodated and whether they affect the price.
- Any cancellation or change fees and the notice periods that apply are set out in your written booking terms; we apply the terms you agreed rather than undisclosed charges.
- If we cannot deliver a confirmed booking, we tell you promptly and work to arrange an alternative or address it under those terms.
Complaints
- Complaints can be raised on 1300 161 646 or in writing. We acknowledge the complaint and identify who is responsible for reviewing it.
- We respond with what we found and what action we will take, keeping you informed if a review takes time.
- Where an approved partner operator delivered the service, Fox Bus remains your point of accountability and coordinates the response with the operator.
Passenger Responsibilities
- Provide accurate booking details, including passenger numbers, timings and pick-up points, so the right vehicle and driver are arranged and the day runs safely.
- Follow the driver's reasonable directions and on-board conduct expectations, including remaining seated while the vehicle is moving where the seating requires it.
- Tell us in advance about specific needs, such as seat belts, accessibility requirements or school-student passengers, so the correct vehicle, driver authority and clearances are arranged.
- Take responsibility for the conduct of your group, including any damage caused, as set out in your booking terms.
Privacy
We collect only the personal information needed to quote, deliver and support your booking, such as contact details, dates, locations and passenger numbers, and use it for that purpose. You can ask how your information is held, request a copy, or ask us to correct it by contacting us on 1300 161 646. We do not sell your booking information, and where a partner operator delivers your service we share only what is needed to run it.
How is my booking confirmed?
In writing, recording the vehicle type, date, times, pick-up and drop-off points and price agreed, so both parties hold the same record. Any deposit and payment timing are set out in that confirmation or your booking terms rather than left unclear.
What are your cancellation fees?
Any cancellation or change fees and the notice periods that apply are set out in your written booking terms. We apply the terms you agreed rather than undisclosed charges, so ask for those terms before you confirm and they will be provided.
How do you handle my personal information?
We collect only what is needed to quote, deliver and support your booking, use it for that purpose, and do not sell it. You can ask how it is held, request a copy or ask us to correct it on 1300 161 646. Where a partner delivers your service we share only what is needed to run it.
What am I responsible for as the organiser?
Providing accurate booking details, telling us in advance about specific needs such as seat belts or school students, following the driver's reasonable directions, and taking responsibility for your group's conduct and any damage, as set out in your booking terms.
Who handles a complaint if a partner operated my trip?
Fox Bus. You booked with Fox Bus, so we acknowledge the complaint, assign who reviews it and respond with what we found and will do, coordinating with the partner operator on your behalf.
Need Supporting Documents?
The team can provide current evidence on request before you book.