Standard Terms and Conditions - Emu Car Carriers

Terms & Conditions

Emu Car Carriers is a leading provider of vehicle transport services across Australia, offering both local and nationwide solutions. We combine deep industry expertise, strong operational networks, and a customer-first approach to deliver reliable and cost-effective vehicle transport. Our streamlined online booking system is available 24/7, making vehicle transport fast, simple, and hassle-free. At Emu Car Carriers, we pride ourselves on providing services built on reliability, transparency, and efficiency, without hidden fees or unnecessary complications. From start to finish, we deliver a smooth, seamless transport experience you can trust.

Terms of Service

The vehicle to be transported must observe the implications of the following criteria:

Should be drivable, with proper functioning Brakes, Handbrakes, and Windows

No body damage and/or hanging parts

Ground clearance of at least 150 mm/15 cm

Should not weigh more than 3 tons

Fuel of at least ¼ tank (refuel fee will apply if the vehicle runs out of fuel).

Note: Please don't hesitate to get in touch with us if the vehicle you wish to be transported does not meet the above-mentioned specifications.

Standard dimensions are as follows:

Car/Sedan

Length – 5.1m or under

Width – 2m or under

Height – 1.65m or under

Light Commercial/4WD/SUV:

Length – 5.2m or under

Width – 2m or under

Height – 1.9m or under

If the dimensions differ from those stated above, a modified quote must be obtained. The calculated dimensions of the vehicle should be produced from the highest points (Roof racks, folded-in mirror edges, bulbar, tow ball, etc.).

Goods in Vehicle

All vehicles shall be empty except where the 'Goods in Vehicle' option has been selected. Certain routes exclude goods from vehicles, and the option to enter goods in vehicles is rendered unavailable. Goods with a weight above 100 kg are not allowed to be loaded. Items may never be placed in a manner that hinders the driver's view from the window. No items must be loaded on the floor behind the driver's seat or on either of the front seats. We take no legal liability for loss or damage to the goods or to the vehicle due to being filled with goods inside. If violations occur in the space available for the goods, an additional charge may apply. When the vehicle has goods loaded beyond the limits described under the Goods clause, there will be an extra charge incurred. Seek more Information on this option only from our 'Goods in Vehicle' policy document for mandatory compliance.

Empty Vehicle

A vehicle will still be classified as empty even if it contains the following items:

Jack

Spare tyre

Filled Baby Seats / booster Seats

Tool kit (associated with the vehicle)

Transit Time

All the 'Pickup Dates' and 'Transit Days' are estimates only and apply to business days, not weekends or public holidays. Pickup dates and transit times may be influenced by factors such as peak periods, backlogs, weather events, driver availability, freight dependencies, and the vehicle’s location. The transit time is measured from the first business day following the collection date or depot drop-off date. Emu Car Carriers does not guarantee collection or delivery timeframes. Do not make travel, holiday, or meeting plans based on estimated Transit time.

Collection of Vehicle(s) from the Door

Normally, metropolitan door collections take at least 3 business days after the collection date given. For areas that rely on freight for rural door and 'Driver Meet' collections, the time for pick-up is probably longer. Kindly contact our customer care for an update

Note: The collection date requested in your booking doesn't guarantee the date or time for pickup. You will be contacted one day before your scheduled pickup and provided with an estimated time frame for collection.

Note: A futile collection fee will apply if we attempt to collect the vehicle and are unable to do so due to, but not limited to, unmet booking requirements.

Delivery of Vehicle(s) to the Door

Metropolitan door deliveries are generally completed within 3 business days after your vehicle reaches the main depot. Rural door and Driver Meet deliveries may take longer, depending on freight schedules. Please reach out to our customer care team for the latest updates.

Collection of Vehicle(s) from the Depot

The vehicles delivered to a depot must be collected within 2 business days. Daily storage fees will apply if vehicles aren't picked up by this deadline. For any questions or additional Information, please get in touch with our customer care team.

Collection from an Auction House

Vehicles obtained from an auction house should be operable and free from damage. If the vehicle invoice indicates 'write off' or shows any damage, the service must be re-quoted since the prices listed on our website do not account for written off or damaged vehicles. This Information needs to be submitted to us before making a booking. Otherwise, the service could be terminated with a useless charge and a cancellation fee or an extra charge to continue the booking. Moreover, after a booking is secured, the necessary paperwork must be provided to retrieve a vehicle from an auction house. The customer must supply all required documents for us to arrange the collection. Kindly reach out to our customer support service for additional Information. Please be aware that a futile fee could be charged if we try to retrieve the vehicle but cannot succeed because of failure to adhere to the booking conditions.

Changing or Modifying a Booking

All requests for changes to a booking must be submitted in writing to info@emucarcarriers.com.au. Changing a reservation could lead to extra fees. Kindly reach out to our Customer Service Team for more details.

Cancelling a Reservation

All cancellation requests need to be submitted in writing to info@emucarcarriers.com.au, and a cancellation fee of $250 for each booking will be charged.

Please note the following important conditions:

Refunds can take as long as 20 business days to be processed.

If your cancellation is not submitted in writing, and/or is cancelled with less than 48 hours’ notice, or a carrier arrives for the collection, a futile fee will be charged alongside the cancellation fee.

If a transport space has been assigned to the vehicle (scheduled cargo) and a choice is made to call it off for any reason, the entire booking fee might be lost.

Privacy Policy

At Emu Car Carriers, we are committed to delivering high-quality service while safeguarding your personal information. Our Privacy Policy outlines our ongoing obligations regarding the management of your personal data, in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth). These principles govern how we collect, use, disclose, store, protect, and dispose of your personal information. You can learn more about the APPs by visiting the Office of the Australian Information Commissioner’s website at www.oaic.gov.au. For full details on how we manage your privacy, please refer to the Privacy Policy available on our website.

Copyright Disclaimer

The layout, design, and information presented throughout this website are the intellectual and tangible property of Emu Car Carriers and are safeguarded by Australian and International Copyright Law. No part of this content may be duplicated, wholly replicated, or shared without the explicit written permission of Emu Car Carriers.

Liability

By visiting https://emucarcarriers.com.au, you accept complete responsibility and agree that it is offered on a "with all faults" basis. Neither Emu Car Carriers nor the website designer (Emu Car Carriers) offers any guarantee regarding this site or accepts liability for technical errors.

Damage to a Vehicle

Emu Car Carriers does not hold an Australian Financial Services Licence and, in accordance with the Corporations Act 2001 (Cth), does not offer or arrange insurance for any goods in transit. This includes, but is not limited to, loss or damage to personal items left inside the vehicle, as well as any damage caused to the vehicle as a result of carrying personal belongings. All such risks remain entirely the responsibility of the customer.

We offer a limited transit guarantee if damage to your vehicle occurs due to proven negligence during transit. However, we will not be held liable for any harm resulting from inaccurate or incomplete Information provided by the customer, including, but not limited to, incorrect ground clearance, vehicle dimensions, or other key specifications. To initiate a damage claim, it must be submitted in writing to info@emucarcarriers.com.au within 24 hours of vehicle delivery/acceptance. Please note that a $1,000 deductible applies to each approved claim. All claims accepted must be finalised within 90 days from the date of acknowledgment. Claims that remain unresolved or are followed up after this period will be considered null and void, and no further action or reimbursement will be available. No repairs are to be undertaken without prior written authorisation from us. For approved claims, if there are no authorised repairers available within the customer’s vicinity, the carrier may request that the customer obtain repair quotes from local service providers for review and approval.

Please note that we do not accept liability for damage beyond anyone’s control, including but not limited to:

Pre-existing damage

Hidden defects

Weather-related damage

Airborne debris

Insect-related damage

Bird or bat droppings

Minor scratches or cosmetic blemishes

General wear and tear

Carriers do not provide coverage for vehicles that are already damaged or deemed non-drivable under any circumstances. Additionally, coverage does not extend to vehicles over 30 years of age or those valued above $80,000, nor to vehicles with ground clearance below the standard specification. Given these exclusions, we strongly recommend that customers obtain their own transit insurance for added protection. Any standard or non-standard motor vehicle accessory that is not permanently attached to the vehicle, such as, but not limited to, number plates, antennas, bulbar, awnings, roof racks, louvres, rain shields, bonnet protectors, bug protectors, sunshades, additional lights and/or sirens, or other vehicle accessories, is not covered by this warranty.

Furthermore, we accept no responsibility for damage to the following:

Windows, tyres, or rims

Hidden or pre-existing defects

Mechanical or electrical failures

Operational disturbances during transit

A "Force Majeure Event" refers to any factor beyond that party's reasonable control that results in delays or an inability to fulfil any obligations, either wholly or partially. This includes, but is not limited to natural occurrences such as fire, flood, drought, hail, storms, lightning, earthquakes, wildlife effects, acts of God, sea or air perils, explosions, sabotage, embargoes, pandemics or epidemics, accidents, theft, road or rail closures, construction work, equipment or infrastructure failures, rail accidents, wharf delays, quarantine restrictions, Labor disputes or shortages, terrorism, civil unrest, acts of war, and actions or omissions by any third party, individual, or public authority.

Additionally, we do not cover any indirect, special, or consequential losses, including, but not limited to, loss of profits, business/employment interruption, or financial loss, regardless of how such losses arise. This exclusion also applies to costs associated with rental vehicles or any other economic impact, even if such outcomes were foreseeable or previously communicated.

Privacy Policy

At Emu Car Carriers, we are committed to delivering high-quality service while safeguarding your personal Information. Our Privacy Policy outlines our ongoing obligations regarding the management of your personal data, in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth). These principles govern how we collect, use, disclose, store, protect, and dispose of your personal Information. You can learn more about the APPs by visiting the Office of the Australian Information Commissioner’s website at www.oaic.gov.au. For full details on how we manage your privacy, please refer to the Privacy Policy available on our website.

Copyright Disclaimer

The layout, design, and Information presented throughout this website are the intellectual and tangible property of Emu Car Carriers and are safeguarded by Australian and International Copyright Law. No part of this content may be duplicated, wholly replicated, or shared without the explicit written permission of Emu Car Carriers.

Liability

By visiting https://emucarcarriers.com.au, you accept complete responsibility and agree that it is offered on a "with all faults" basis. Neither Emu Car Carriers nor the website designer (Emu Car Carriers) offers any guarantee regarding this site or accepts liability for technical errors.

Privacy of Personal Information

Personal Information pertains to details or views (including database entries), regardless of their truthfulness, and whether documented in a physical form, concerning an individual whose identity is clear or can be readily determined from the Information or opinion. We need personal Information to run our business effectively and deliver our services.

Revelation

Emu Car Carriers will not share any personal information gathered with individuals or organisations outside of Emu Car Carriers except to deliver the services or products you requested or for legal purposes. It might involve (but is not restricted to) disclosing Information to Legal/Law Enforcement Agencies/Agents and Government bodies, among others. Aside from what has been stated, Emu Car Carriers will not share personal Information unless authorised.

Access and Change to Personal Data

Access to or the ability to modify any personal information given to Emu Car Carriers at any time is limited solely to the individual(s) identified in the Information supplied. A written request, along with valid identification, will be necessary to implement these changes.

Security

Although Emu Car Carriers employs adequate measures to safeguard your personal data, you should consistently transmit and receive Information online at your own peril because there is no assurance that Information shared via the Internet is entirely secure.

Reach Out to Us

If you have any inquiries about our services or would like further details regarding our terms and conditions, please contact us at 1300 524 520 or info@emucarcarriers.com.au