Terms & Conditions

These terms govern your booking and use of transport services provided by PICKU AUSTRALIA PTY LTD (ABN 38 670 095 511), trading as BYRO (“BYRO”, “we”, “us”). BYRO is an authorised NSW Booking Service Provider (BSP-439152). By confirming a booking with us — online, by phone or by email — you agree to these terms.

1. Bookings & quotes

A booking is a request for a pre-arranged transfer at a quoted price. Quotes are generated by BYRO’s pricing system and shown to you before you pay; they are valid subject to availability at the time you confirm. Your booking is confirmed once payment is taken and you receive a confirmation email. We are a pre-arranged booking service, not a rank or hail service, and we are not common carriers.

2. Payment

All prices are in Australian dollars and include GST. When you confirm a booking, the full fare is charged to your nominated payment method immediately. We do not take deposits or part-payments for standard transfers. We accept card, Apple Pay and Google Pay. You will receive a tax invoice at the time of booking and a tax receipt after your trip is completed.

The price you see is the price you pay. Our advertised fares are inclusive and we do not add a credit-card or payment surcharge at checkout — any payment-processing costs are already built into the fare. Those underlying processing costs only become relevant if a booking is later refunded (see Refunds below).

3. Saved payment methods

To make future bookings faster, your card is securely stored by our payment processor (Stripe) against your account, which is identified by your mobile number, and may be used for bookings you make later. BYRO never sees or stores your full card number, security code or expiry date. You can ask us to remove a saved card at any time by contacting [email protected].

4. Cancellations

You may request a cancellation from your booking confirmation page or by contacting us. The refund you are eligible for depends on how far before your scheduled pickup we receive your request:

Timing is measured from when your cancellation request is received, not when it is actioned. All cancellation requests are reviewed by BYRO before any refund is issued. Approved refunds are then subject to the deduction of non-refundable payment-processing fees described under Refunds below.

5. Refunds

Where a cancellation qualifies for a refund, the refund is the eligible amount less the payment-processing fees charged by the card scheme, digital-wallet provider and/or payment processor (for example Visa, Mastercard, American Express, Apple Pay, Google Pay and Stripe). These fees are levied by those third parties and are not returned to BYRO when a payment is refunded, so they cannot be refunded to you. This fee deduction applies only to cancellations you make for your own reasons. Refunds are issued to the original payment method and may take up to 10 business days to appear.

If BYRO cancels your booking for any reason — for example a vehicle issue or driver unavailability — you receive a 100% refund of everything you paid, with no fee deductions.

6. No-shows

If you do not arrive at the pickup point and do not contact us, the booking is treated as a no-show and is non-refundable. Airport pickups are tracked against your flight’s arrival; complimentary waiting time applies (see Waiting time) before a no-show or waiting charge is assessed.

7. Waiting time

Every booking includes complimentary waiting time, measured from the agreed pickup time:

• Homes, hotels and other non-airport pickups — 5 minutes
• Domestic airport terminals — 15 minutes
• International airport terminals — 45 minutes
• Cruise-ship terminals — 45 minutes

For airport pickups we track your flight by radar, and your complimentary waiting time begins from the moment the aircraft lands — regardless of any flight delay.

Beyond the complimentary window, waiting is billed in 5-minute increments at the following per-vehicle rates (GST inclusive):

For a Convoy (multiple vehicles travelling together), waiting time is charged per vehicle at the rate for each vehicle above. We will always let you know when waiting charges are about to apply.

8. Vehicles, luggage & passengers

Please book a vehicle suitable for your group size and luggage. Each vehicle has seat, luggage and passenger limits shown at booking; excess or oversized luggage may not be carried, or may require a larger vehicle or a trailer (additional charge; trailers are not available on sedans). Under NSW State law, child seats are mandatory for children under 7 years of age and are the passenger’s responsibility unless arranged with us in advance; if you bring your own child seats a fitting fee may apply, and for the child’s safety we are legally required to decline to carry a child in a non-compliant or incorrectly fitted child seat.

9. Conduct & damage

For everyone’s safety and comfort: seatbelts must be worn at all times; there is no smoking or vaping in any vehicle; open alcohol and hot food are not permitted (sealed water is fine). Our drivers may refuse or end a trip where a passenger is unsafe, abusive or in breach of these terms; in such cases the booking is non-refundable. Assistance animals are welcome; other pets only by prior arrangement. We will not carry pets on short notice unless already agreed to with dispatch.

Soiling. If you or your party soil the vehicle in a way that requires professional cleaning (for example food, liquid or biological spills), a cleaning fee of up to $500 may be charged to your saved payment method to cover detailing and any temporary loss of use.

Physical damage. You are responsible for any physical damage caused to the interior or exterior of the vehicle by you or your party through negligence, recklessness or intentional acts. In that event you are liable for the actual cost of repairs and any reasonable revenue lost while the vehicle is off the road. We will notify you of the damage and provide an itemised repair quote or invoice before any charge is applied to your saved payment method.

10. Service, delays & subcontracting

We make reasonable efforts to provide an on-time, safe and comfortable service, but we are not liable for delays caused by traffic, weather, road conditions, flight changes or other events beyond our reasonable control. To the maximum extent permitted by law, we are not responsible for any missed flight, connection or other onward service, or for any resulting loss, damage or cost whatsoever — including the cost of flights, tickets, accommodation, fees or other arrangements — for any reason, including traffic, road or weather conditions, or a late pickup by us or a subcontracted operator. We recommend allowing ample time before your flight and holding appropriate travel insurance. We may subcontract your transfer to a pre-qualified operator. We carry public-liability insurance for our operations; this is not travel insurance and does not cover your personal property.

11. Lost property

Please check the vehicle for your belongings before you leave. We are not responsible for items left behind, but we will make reasonable efforts to return found property; return postage or delivery is at your cost.

12. Liability

Nothing in these terms excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law or other rights that cannot lawfully be excluded. Subject to those non-excludable rights, our liability for a transfer is limited, to the extent permitted by law, to re-supplying the service or refunding the amount you paid for it.

13. Privacy

We collect and handle personal information (such as your name, contact details and booking history) only to provide and improve your transport service. How we collect, use, store and disclose that information is governed by our Privacy Policy. Your card details are held by our payment processor as described in Saved payment methods above.

14. Changes & acceptance

We may amend a booking at your request subject to availability; an amendment fee or fare difference may apply. We may update these terms from time to time; the version in force is the one published here when you make your booking. Confirming a booking with BYRO means you have read and accepted these terms.

15. Contact us

PICKU AUSTRALIA PTY LTD trading as BYRO · ABN 38 670 095 511 · NSW BSP-439152
Suite 532, 61 Jonson Street, Byron Bay NSW 2481
Phone / SMS: +61 440 136 000 · Toll-free: 1800-MY-BYRO (1800 69 2976)
Bookings & receipts: [email protected] · General: [email protected]