Terms & Conditions
Maydena Bike Transport – Booking Terms & Conditions
By completing a booking with Maydena Bike Transport, you agree to the following terms and conditions.
# 1. The Service
Maydena Bike Transport provides transport for bicycles and related cycling equipment.
Bookings are for bike transport only. We do not transport passengers.
Unless specifically stated otherwise, each booking is for one one-way transport service between the locations shown in the booking.
A return journey requires a separate booking unless a return service is specifically included in your booking confirmation.
The booking price may include transport of up to four bicycles, subject to the bicycles being correctly packed, suitable for transport and within the capacity of the vehicle.
# 2. BIKE BAGS ARE REQUIRED
**All bicycles must be packed in a suitable bike transport bag before pickup.**
This is a condition of the transport service.
Bicycles presented loose, fully assembled, uncovered or otherwise not packed in a suitable bike bag may be refused transport.
The customer is responsible for supplying their own bike bag unless another arrangement has been specifically agreed with Maydena Bike Transport before the booking.
A suitable bike bag should:
* fully contain the bicycle and any removed wheels or components;
* be designed or reasonably suitable for transporting a bicycle;
* provide reasonable protection from contact, rubbing and movement;
* close securely;
* have no loose parts protruding from the bag; and
* be capable of being safely lifted, loaded and secured.
Soft bike travel bags, padded bike bags and hard bike travel cases are acceptable where they can be safely loaded into the transport vehicle.
**A blanket, tarp, plastic sheet, cardboard wrapping or similar covering is not considered a bike bag unless specifically approved by Maydena Bike Transport before pickup.**
If you are unsure whether your bike bag is suitable, contact us before booking or before your scheduled pickup.
# 3. Packing the Bicycle
The customer is responsible for correctly packing their bicycle into the bike bag.
Where required by the design of the bag, customers should remove or reposition items such as:
* front or rear wheels;
* pedals;
* handlebars;
* seat posts; and
* other components.
All removed parts must be securely packed inside the bike bag.
Loose components must not be able to move freely around inside the bag where they could damage the bicycle during transport.
Customers should use suitable padding around vulnerable areas such as:
* frame tubes;
* forks;
* brake rotors;
* derailleurs;
* handlebars; and
* wheels.
Maydena Bike Transport does not provide a professional bicycle packing service unless this has specifically been agreed before the booking.
# 4. Bike Bag Condition
Bike bags must be in suitable condition for transport.
We may refuse a bike bag that is:
* badly torn or damaged;
* unable to close properly;
* overloaded;
* leaking;
* excessively heavy;
* poorly packed;
* structurally unsafe; or
* unable to be safely secured in the vehicle.
Handles, straps, zippers and closures should be strong enough for normal handling.
If a bag fails during loading, transport or unloading because of its condition, construction or packing, Maydena Bike Transport is not responsible for damage caused by that failure except where required by law.
## 5. Booking Information
Customers are responsible for providing accurate:
* name and contact details;
* pickup and drop-off locations;
* requested date and service;
* number of bicycles;
* bicycle type;
* whether the bicycle is an e-bike;
* approximate packed bike-bag size where requested; and
* any information reasonably required for safe transport.
Please tell us before the booking if a packed bicycle is unusually large, unusually heavy or requires special handling.
We may refuse transport where the bicycle or bike bag cannot reasonably or safely be carried using our normal transport setup.
# 6. Loose Items and Accessories
Where possible, loose accessories should be removed from the bicycle before it is packed.
This includes:
* drink bottles;
* pumps;
* lights;
* GPS units;
* cycling computers;
* detachable bags;
* tools;
* helmets; and
* other loose accessories.
Loose items carried inside the bike bag must be securely packed so that they cannot move around and damage the bicycle.
Maydena Bike Transport is not responsible for loss or damage caused by loose or inadequately secured items inside the customer's bike bag, except where liability cannot legally be excluded.
# 7. E-Bikes
E-bikes are accepted where they can be safely transported.
The customer must advise us that the bicycle is an e-bike when booking.
**E-bikes must also be transported in a suitable bike bag.**
We may refuse transport of an e-bike with a battery that appears damaged, swollen, leaking, excessively hot or otherwise unsafe.
The battery must be securely installed or otherwise safely prepared for transport.
If a battery is removed for transport, it must be protected against damage and accidental short-circuiting.
# 8. Pickup
Your bicycle must be:
* completely packed;
* inside its bike bag;
* closed and ready for transport; and
* available at the agreed pickup location.
**Drivers are not required to wait while a customer dismantles or packs a bicycle.**
Transport schedules may involve other bookings and significant travel distances.
If your bicycle is not packed and ready when the service arrives, we may have to leave without it and the booking may be treated as a missed pickup or customer cancellation.
# 9. Unbagged Bikes
Maydena Bike Transport is primarily a bagged-bike transport service.
Do not assume that an unbagged bicycle can be transported simply because there may be available space in the vehicle.
Transport of an unbagged bicycle will only occur where Maydena Bike Transport has specifically agreed to it before pickup.
Any exception for an unbagged bicycle applies only to that particular booking and does not change the standard requirement that bicycles are transported in bike bags.
## 10. Travel Times and Delays
Pickup and arrival times are estimates unless expressly stated otherwise.
Maydena Bike Transport operates on public roads and services may be affected by circumstances such as:
* traffic;
* roadworks;
* accidents;
* road closures;
* weather;
* fallen trees;
* emergency services activity; or
* other circumstances outside our reasonable control.
We will make reasonable efforts to complete the service as close as practicable to the booked schedule and will contact you where a significant delay or change occurs.
# 11. Severe Weather and Unsafe Conditions
Safety comes first.
We may delay, reschedule or cancel a service if road, weather or other conditions make the journey unsafe or unreasonable.
Where we cancel a service and cannot provide a reasonable alternative service, the customer will be offered a refund or another appropriate remedy where required.
# 12. Customer Cancellations
Bookings may be cancelled or changed by contacting Maydena Bike Transport.
For change-of-mind cancellations:
* cancellations made 24 hours or more before the booked service may be moved to another available service or refunded;
* cancellations made less than 24 hours before the booked service may not be refundable where transport capacity has been reserved and cannot reasonably be resold; and
* failure to attend or have the bicycle packed and available for pickup may be treated as a late cancellation.
Any cancellation charge will be limited to an amount reasonably related to the costs or loss associated with the cancelled booking.
Nothing in this cancellation policy limits any rights the customer may have under Australian Consumer Law.
# 13. Bicycle Handling and Damage
Maydena Bike Transport will take reasonable care when loading, securing, transporting and unloading bike bags.
The bike bag forms an important part of protecting the bicycle during transport.
Customers acknowledge that the effectiveness of that protection depends significantly on:
* the quality and condition of the bike bag;
* how the bicycle has been packed;
* the amount of internal padding used;
* whether loose components have been secured; and
* whether existing damage or fragile components have been disclosed.
Maydena Bike Transport is not responsible for damage caused by:
* inadequate packing;
* insufficient internal padding;
* loose components inside the bag;
* defective or damaged bike bags;
* components protruding from the bag;
* existing bicycle damage;
* worn or defective bicycle components; or
* special vulnerabilities that were not disclosed and would not reasonably have been apparent.
Nothing in these terms excludes or limits liability where it cannot lawfully be excluded or limited.
# 14. Inspection
Customers should inspect their bicycle and bike bag as soon as reasonably possible after delivery.
If you believe damage occurred during transport, contact Maydena Bike Transport as soon as possible and provide photographs and details of the issue.
Where possible, photographs should show:
* the bike bag;
* the bicycle;
* the claimed damage; and
* any damage to the outside of the bag.
Prompt notification helps us establish what occurred and resolve the issue.
# 15. Collection and Delivery
The customer is responsible for ensuring that someone is available to provide or receive the bike bag at the agreed location unless another arrangement has been agreed in advance.
We will not leave a bicycle unattended unless the customer has specifically authorised us to do so.
If a customer asks us to leave a bike bag unattended, they accept the normal risks arising after it has been left at the authorised location.
# 16. Prohibited or Unsafe Items
We may refuse to carry anything that is illegal, dangerous or unsuitable for transport.
Do not place fuel, compressed gas cylinders, hazardous chemicals or other dangerous goods inside or attached to a bike bag.
# 17. Personal Property
The service is intended for bicycles and agreed cycling equipment.
Cash, identification documents, jewellery, laptops, tablets, cameras and other valuable personal property should not be placed inside bike bags.
# 18. Australian Consumer Law
These terms operate alongside your rights under the Australian Consumer Law.
Nothing in these terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.
# 19. Acceptance of Terms
By completing and paying for a booking, you confirm that:
* you have read and accepted these Terms & Conditions;
* you understand that bicycles are required to be transported in suitable bike bags unless Maydena Bike Transport specifically agrees otherwise before pickup;
* your bicycle will be completely packed and ready at the scheduled pickup time;
* you are authorised to arrange transport of the bicycles included in the booking; and
* the information you have supplied is accurate to the best of your knowledge.