Terms and Conditions
Effective Date: 01 July 2024 These Terms & Conditions ("Terms") govern the provision of services by ACRA Inclusions Pty Ltd T/AS Regional Independence Services (RIS) to customers ("Customer", "Participant", "Booking Agent", or "you"). By engaging RIS to provide services, you agree to be bound by these Terms.
1. Agreement
• Acceptance: By using our services, you agree to these Terms of Trade. Engaging RIS to provide services constitutes acceptance of these terms and conditions.
2. Quotations
• Validity: Quotations are valid for 30 days from the date of issue, unless otherwise specified.
• Booking Confirmation: A quote is not a confirmed booking until accepted by you and confirmed by RIS.
3. Bookings
• Making a Booking:
❖ Bookings can be made by phone, email or booking enquiry (online) between 9am and 5pm, Monday to Friday.
❖ All bookings must be confirmed via email or SMS to be considered valid.
• Agency Bookings:
❖ For bookings made by agencies on behalf of an end user, the agency retains responsibility for liaising with RIS regarding changes or cancellations.
• Changes to Bookings:
❖ Changes to bookings must be confirmed via email or SMS and may be subject to an administration fee.
❖ A late rescheduling fee may apply for changes made with less than twenty four hours’ notice.
• Cancellation Policy:
❖ Cancellations made within twenty four hours of the scheduled booking may incur a minimum time charge.
❖ If cancelled at or after the commencement of the job, the minimum time charge applies unless no costs are incurred by RIS.
• Refund Policy:
❖ Refunds do not apply to RIS services.
4. Rates, Fees, and Charges
• Standard Rates:
❖ Standard rates are available upon request and are detailed in RIS invoices. RIS reserves the right to review and amend rates.
• Afterhours/Public Holiday Rates:
❖ Alternate rates apply for bookings during afterhours (17:00 to 09:00) or on Western Australian Public Holidays, unless otherwise specified. Rates are available upon request and are detailed in RIS invoices. RIS reserves the right to review and amend rates.
• Additional Passenger Rates (3 or more passengers):
❖ Alternate rates apply for bookings of 3 or more passengers. Rates are available upon request and are detailed in RIS invoices. RIS reserves the right to review and amend rates.
• Service Cancellations:
❖ RIS reserves the right to suspend or cancel services at its discretion, including due to operational or safety reasons.
5. Payment Terms
Our payment terms vary depending on the type of passenger. The following payment terms outline the requirements for different passenger categories.
• Private
❖ Payment Due: Payment is due on the day of service, prior to departure.
❖ Authorisation to Charge: By providing credit card details through Tyro, you authorise ACRA Inclusions Pty Ltd T/AS Regional Independence Services to charge the total service fee to the provided credit card on the day of service.
• Corporate-Funded
❖ Payment Due: A purchase order or authorisation to charge from the corporate body is required 1 business day prior to departure.
• NDIS Participant
❖ Payment Due: As outlined in the Participant's Service Agreement.
❖ Authorisation to Charge: As outlined in the Participant's Service Agreement.
6. Invoicing
• Quotes: A quote will be provided via email within 1 business day of booking confirmation. The quote will include details of the service, such as date(s), time(s), total service fee, and payment terms.
• Invoices: An invoice will be emailed within 1 business day of the completed booking, unless otherwise specified.
7. Safety & Quality Assurance
• Seatbelts: All occupants must wear seat belts while the vehicle is in motion as per Western Australian traffic regulations.
• Intoxicated Passengers: RIS reserves the right to refuse carriage to intoxicated passengers.
• Offensive or Obnoxious Passengers: RIS does not tolerate offensive or obnoxious behavior and reserves the right to refuse service. Refused service by RIS due to this will incur full charge of the service.
• Smoking: Smoking is strictly prohibited in RIS vehicles.
• Food or Beverages: Consumption of food or beverages is prohibited unless authorised by RIS.
• Driver Qualification: All RIS drivers are qualified under Western Australian Department of Transport regulations.
• Driver Fatigue Management: RIS adheres to fatigue management guidelines as prescribed by Western Australian Department of Transport.
• NDIS-Specific Considerations:
❖ Service Delivery Requirements: RIS complies with the NDIS Quality and Safeguards Commission service delivery regulations, ensuring services align with participant goals and outcomes.
❖ Privacy and Confidentiality: Your personal information, particularly for NDIS participants, is used only as necessary to provide services and is protected as per our Privacy Policy and NDIS guidelines.
❖ NDIS Code of Conduct: RIS staff adhere to the NDIS Code of Conduct, ensuring respect, professionalism, and ethical behavior in all interactions with NDIS participants.
❖ Complaints and Feedback: Procedures for handling complaints and feedback from NDIS participants are accessible and responsive, aligning with NDIS Quality and Safeguarding Framework requirements.
❖ Accessibility: RIS ensures accessibility for NDIS participants, including vehicle accessibility and basic first aid equipment to meet participant needs.
8. Damage and Soiling
• Passengers may be held liable for any wilful damage to RIS vehicles up to the value of the damage and any other losses incurred as a direct result of the damage. If a passenger causes the vehicle to be soiled, RIS may apply a cleaning fee of up to $350.00, exclusive of GST, to the booking
9. Personal Possessions & Lost Property
• Personal Possessions: Passengers are responsible for ensuring that the storage of personal possessions does not pose hazards. RIS does not accept liability for loss or damage to personal possessions.
10. Liability & Insurance
• Vehicle: RIS carries Commercial Motor vehicle insurance.
• Public Liability: RIS carries Public Liability Insurance.
• Professional Indemnity: RIS carries Professional Indemnity insurance.
11. Privacy
• Your personal information is used only as necessary to provide services and is not sold to third parties. Refer to our Privacy Policy for more details.
Robert Sharpless Director