Terms and Conditions

All bookings made for airport transfer services offered by Bali Express are to be made via baliexpress.com.au/book-now (or using the parent URL) only. Any bookings made outside of baliexpress.com may come from an external entity that is not affiliated with Bali Express. Bali Express will not be liable for any costs/debts incurred as a result of any third-party interventions.

Steps to make a booking:

1. A customer located in the serviceable area (see below) can begin to make a booking by navigating to baliexpress.com.au and interacting with the booking form on the home page, or by navigating to baliexpress.com.au/book-now. 
2. Regardless of which step is taken in step one, a customer will be required to enter their pickup location (their address/another suitable pickup location or Terminal 1,2,3 or 4 from Melbourne Airport), date and time of desired collection, drop off location (Terminal 1,2,3 or 4 from Melbourne Airport or their address/another suitable drop off location).
3. Customers will then need to enter their personal details (name, mobile/phone number, email, etc.) along with transportation details with how many people (adults/children) will be on the booking, citing luggage, and extras (surfboards, snowboards or prams) requirements.
4. Using the information customers have provided, Bali Express will present the best pickup time for a customer to make their flight from the 5 pre-scheduled and available (with capacity) airport transfers being made that day. Customers will then choose the time that best suits their travel needs.
5. A summary of a customer’s booking request will be displayed for verification and payment will be required.
6. A confirmation of a customer’s booking will be sent to their designated email along with a unique booking code which can be used to amend/cancel a booking.

Bali Express operates within a 15 km serviceable area of South East Melbourne which includes the following suburbs:

• Beaconsfield
• Berwick
• Harkaway
• Hallam
• Narre Warren
• Narre Warren East
• Narre Warren North
• Narre Warren South
• Officer

Each pickup/drop off will be subject to a maximum of three stops per trip and only occur within the serviceable area above, and Melbourne Airport. 

Payment for Bali Express transfers must be made before making a booking. Failure to do so will result in an unreserved booking, meaning other customers can continue to book the remaining seats available on your selected transfer date. This may result in available seat exhaustion, and your booking will not be valid. 

All payments are to be made online on the final screen while making your booking (via baliexpress.com.au/book-now).  

Payments made via credit/debit card will incur a 1.25% surcharge. 

GST will be applied once you’ve confirmed your booking details and presented on the final payment screen. Any amendments made to your original booking, once booked, may incur additional costs.

Bali Express will provide a full refund, less administration/card fees if a cancellation is made more than 72 hours prior to the date of booked travel. Bookings cancelled within 72 hours of the booked date of travel will receive a partial refund of 50% of the original booking costs, less administration/card fees. 

All refunds will be processed within 7 days of the initial request.

Customers can also request a travel credit valued at the full amount of their original booking (including administration/card fees). This credit may be used at a later date of travel.

For passengers that have been removed from a vehicle during the travel service period for failure to comply with the Bali Express’ food and beverage, animal or passenger behaviour policy and safety terms and conditions listed below, there will be no full or partial refund available.

To provide customers with the best possible transfer experience, Bali Express has developed a Flight Delay Policy to provide you with the best customer experience. If, for whatever reason, your flight at Melbourne Airport, arriving or disembarking, is delayed by more than 4 hours, Bali Express will move your booking to the next available scheduled service.

The Bali Express customer service team will require 12 hours notice of your scheduled booking to facilitate any changes. Bali Express’ customer service team will assess the next best available transfer service for your rescheduled flight time and reissue your confirmation via text/email.

For the comfort and safety of all travelling passengers on Bali Express vehicles, including the driver, the following behaviours and safety requirements must be adhered to by everyone:

Violence, abuse or aggression in any form will not be tolerated. All incidents will be reported to the police. Passengers who demonstrate this behaviour will be asked to disembark the vehicle immediately with no exceptions.

100% of passengers – including all children – must wear a seatbelt in the vehicle. Failure to comply with this policy results in delay, and subsequent removal of non-complying passengers if the violation persists. 

All vehicles are equipped with safety belts. Child seats are also available (prior request is required) and can be installed on our Hyundai Staria Elite vehicles.

All children aged 15 or under must be accompanied by their legal guardian, parent or an adult travelling with them as part of the same booking.

Although musical instruments are permitted as a form of luggage, they are not permitted in any way to be played on vehicles.

If listening to music or watching videos on a personal device, passengers will be required to use earphones and maintain volume at a reasonable level.

If a passenger is drunk or intoxicated they will be asked to leave the vehicle before departure or refused entry.

For the safety of all drivers and passengers, smoking/vaping is not permitted aboard any Bali Express vehicle or within the parking bays of Melbourne Airport. As declared by the State of Victoria, this is an illegal activity and may result in fines or further punishment.

Passengers are not permitted to consume any alcoholic, non-water beverage or food on Bali Express (unless medically required). 

Failure to comply with these requirements may result in a cancellation of a customer’s booking and immediate disembarking of the vehicle (see Refunds/Cancellations section for more information).

In the event of a spillage, a cleaning charge of $195 incl. GST will apply to any non-water spill or mess in the shuttle that will require professional cleaning. 

The cleaning charge applies to spillages of carbonated beverages, sunscreen, perfume or non-carbonated beverages like orange or apple juice, and foods like yoghurt, sandwiches, kebabs, pies, as well as any other types of food resulting in spillage. 

Any bodily fluids including vomit, urine or faeces will automatically attract cleaning charges independent of the driver’s assessment. If cleaning is required, we will provide a documented  invoice for payment due within 7 days.   

All passengers aboard a Bali Express vehicle will be permitted to travel with two items of luggage without additional charge. If customers wish to bring a further item of luggage as part of their transfer, customers must declare this during their initial booking. 

Bali Express cannot guarantee there will be enough luggage room available without indicating your luggage requirements ahead of time. Customers can, however, include additional luggage items by amending their booking more than 72 hours prior to their transfer date. Please note that we cannot guarantee there will be enough room for your additional luggage. If you need to add luggage to your booking request, contact us at hello@baliexpress.com.au and we’ll check to see if we can accommodate.

Passengers are responsible for the protection of their fragile items and must ensure that no luggage item causes any danger, obstruction or inconvenience to other passengers, the driver or the vehicle. Excluding carry-on luggage, drivers are solely responsible for loading/unloading luggage stored in the boot of each vehicle and roof rack storage section. 

All luggage must not exceed 23 kg and 90cm in height, 60cm in width and 40cm in depth for the safety of all drivers. If the luggage does exceed the permitted weight and size restrictions, this luggage may not be allowed aboard a Bali Express vehicle subject to the driver’s discretion.

Bali Express is also not responsible for any damage incurred to personal effects pre-, during or post-transit. All passengers are advised to have travel insurance to cover lost or damaged items like bags, coats, cameras and phones; or financial losses, or costs, due to unexpected or unplanned delays in transit.​

Any property/luggage that’s left aboard our Bali Express vehicle will be stored at our central location. It is the passenger’s responsibility to contact Bali Express to claim their luggage. If an attempt has not been made within 28 days, we may need to open the luggage in an attempt to verify the passenger’s identity. If returning property/luggage requires shipping/postal services, reasonable freight expenses incurred must be paid for in advance by the passenger.

For any lost property claims, please contact us at hello@baliexpress.com.au.

In the event of an emergency or breakdown, the driver of a Bali Express vehicle has the authority to direct passengers as needed. This may include asking passengers to disembark or reboard the vehicle, move to a safe location (i.e. off a freeway, highway or another designated area), board another vehicle, or take any other actions that Bali Express or the driver deems appropriate at the time. 

Passengers agree to follow these instructions for their safety and the safety of others.

Bali Express will do everything possible to assist during any emergency and get passengers back on their journey as fast as possible.

Bali Express is not responsible for any delays incurred as a result of an emergency and is not required to issue full or partial refunds resultant from the emergency. 

Animals animals are not permitted to travel on Bali Express vehicles unless they are:

• An approved guide dog, hearing guide dog, or guide dog in training
• An animal covered by the Assistance Animal Pass (which must be available and presented upon request)

If any animal damage is present in the interior or exterior of a Bali Express vehicle, the passenger may be liable to cover the costs to repair the damage incurred. A cleaning fee of $195 will also apply if an animal urinates or defecates aboard a vehicle.

If, at any time, a permitted animal becomes aggressive or attacks another passenger or permitted animal, a cancellation of a customer’s booking and immediate disembarking of the vehicle will occur (see Refunds/Cancellations section for more information).

Without limiting the legal protections afforded to Bali Express, passengers and their belongings are transported entirely at their own risk. Bali Express will not be held responsible for any death, illness, or injury to passengers, nor for any personal, consequential, or other types of loss or damage suffered by passengers, regardless of the cause. 

Additionally, Bali Express will not be liable for any loss or damage to personal belongings, luggage, or other items, regardless of whether such loss or damage occurs before, during, or after any journey.