Contacting Drive U Home: Your Guide

How to Get in Touch with Drive U Home

When you need a reliable and safe way to get home or navigate your city in your own vehicle, Drive U Home (trading as AUS Designated Drivers) is a service designed to meet your needs. Whether you're planning a night out, require a designated driver for a special event, or need a professional to handle a longer journey, understanding how to contact them is crucial. This guide provides all the essential information you need to connect with Drive U Home, covering booking, support, and incident reporting.

Making a Booking

Securing the services of Drive U Home is straightforward. The company encourages pre-booking to ensure the best availability and your preferred pickup time. When making a booking, you will need to provide a destination address. If you plan any detours or stop-offs en route, it's appreciated if you can notify them in advance. For bookings in busy urban areas, providing specific details such as a safe meeting point, the exact location of your vehicle, or any necessary access codes (like security gate codes or special car park instructions) can significantly streamline the pickup process.

While pre-booking is recommended, drivers are often available with as little as 30 minutes' notice. If you have signed up with Drive U Home, you may be able to track your driver's vehicle on a map as they approach your pickup location. Drivers will typically call or send an SMS to confirm they are approaching. Unless otherwise agreed, they will meet you outside at the designated pickup location or at your vehicle, rather than entering private premises.

Payment and Rates

To confirm a booking, you'll need to provide valid credit card details. Drive U Home accepts Visa and Mastercard. Trip cost estimates are generally based on Google Maps for the shortest travel time, with potential adjustments for State Highway alternatives. The final fee is calculated based on the actual kilometres travelled, the duration of the trip, any applicable tolls, waiting time, and additional fees such as car park entry charges incurred by the driver.

Waiting time is a factor to consider. Customers are allowed 15 minutes of waiting time at the pickup location. If you haven't met your driver within this period, 'Waiting Time' will be calculated at an additional cost of $1.10 per minute. If you anticipate needing more than the standard 5-minute waiting period to assemble at your vehicle, it's best to inform your driver immediately. If their schedule permits, they are often happy to accommodate, though additional fees may apply.

Special rates apply during certain hours and periods:

For all Public Holiday bookings (including New Year's Eve and Melbourne Cup Day), a non-refundable pre-payment equivalent to 100% of the total job estimate is charged at the time of booking.

Extended Services and Tours

Professional drivers are available for tours, round trips, and extended services. These services typically have a minimum booking of 4 hours, with rates starting at $29.95 per hour. Pricing for longer periods is negotiable at the time of booking.

Cancellations and Postponements

Life can be unpredictable, and Drive U Home understands that plans can change. If you need to postpone or cancel a booking, it's essential to advise your driver immediately. They will endeavour to assist where possible, and drivers are generally able to reschedule bookings with sufficient notice, subject to availability.

However, there are specific policies regarding cancellations made close to the scheduled pickup time:

• Within 60 minutes of scheduled pickup, or after dispatch/arrival: A fee equivalent to the minimum charge (starting from $49.00) for the booked service level will apply. Additional fees may be incurred for long-distance trips if the driver has already been dispatched.
• No-show within 15 minutes of scheduled pickup: The booking will be considered cancelled, and a fee equivalent to the total estimated trip may be charged.
• Friday, Saturday, and Public Holiday cancellations within 2 hours of pickup: May incur a fee equivalent to the total estimated trip.
• Same-day cancellations on Public Holidays: Are subject to a cancellation fee.

It's important to note that if you reschedule a booking and another driver needs to be dispatched later, a rescheduling or cancellation fee for the initial booking might apply if the original driver was already committed.

Vehicle Compliance and Insurance

When booking a designated driver to operate your vehicle, it is a fundamental assumption that your vehicle is compliant with all relevant state government registration, roadworthy, and insurance-related legislation. This means your vehicle must be registered, roadworthy, and have full comprehensive insurance.

Key points regarding vehicle compliance include:

• Registration and Roadworthiness: Customer vehicles must have valid and current registration in any Australian State or Territory and be in a roadworthy condition. Drive U Home reserves the right to refuse service if a vehicle does not meet these requirements. Any fines or charges incurred due to non-compliance are the sole responsibility of the customer.
• Insurance Claims:
• Third Party at Fault: Claims where a third party is at fault are made against the customer’s insurance policy.
• Designated Driver at Fault: Claims where the designated driver is at fault are also made against the customer’s insurance policy.
• Uninsured Vehicles: If the customer's vehicle is uninsured and the designated driver is at fault, Drive U Home will not be liable for any costs.
• Excess Fee/Minor Damages: If a designated driver is found to be at fault, they are responsible for paying the customer’s insurance excess fee up to $1,000, or may offer goodwill up to $750 for minor damages, payable to an mutually agreed repairer.
• Traffic Fines: Drivers are bound by Australian laws. Any traffic infringements incurred during the provision of services are the responsibility of the designated driver.
• Vehicle Breakdown: If your vehicle breaks down or is deemed unsuitable for the journey by the company, you will be liable for the full fare and any applicable waiting charges if the driver is retained.

Reporting Incidents

In the unfortunate event of any incidents involving personal injury, serious damage to vehicles, or personal property, it is expected that the appropriate authorities are notified at the time of the incident.

Drivers are required to notify AUS Designated Drivers as soon as possible. This can be done during business hours by calling 0452139836 or by emailing [email protected].

Customers are also encouraged to report any incidents causing concern directly to AUS Designated Drivers. You can do this via email to [email protected] or by calling 0452139836 and requesting a callback from the customer service team within 24 hours of the event. Prompt reporting, along with taking photos of the situation and noting witness details, can significantly assist in the speedy resolution of any issues.

Driver and Customer Code of Conduct

Drive U Home prides itself on the professionalism of its drivers. Drivers are selected based on their customer service ethic, excellent driving record, and deference. They are at least 20 years of age, hold relevant industry licenses, and undergo comprehensive background checks, including driving history, police checks, and medical assessments.

Key aspects of the driver's commitment include:

• Providing a discreet and safe personal driving service.
• Adhering to a strict zero alcohol policy.
• Maintaining a high standard of personal presentation and customer-focused service.
• Respecting customer privacy and confidentiality.

Similarly, customers have a role to play in ensuring a positive experience:

• Respect: Be respectful of your driver and assist with any requests to ensure compliance with road rules and your safety/comfort.
• Road Rules: Comply with all road rules and legislative regulations.
• Seat Belts: All passengers must wear seat belts.
• Vehicle Conduct: Do not extend limbs or items outside the vehicle, consume alcohol inside the vehicle, smoke inside the vehicle, or play excessively loud music.
• Children and Pets: Children must use appropriate safety restraints, and pets should be secured in the rear of the vehicle.
• Professionalism: Refrain from using foul language or engaging in physical contact with your driver.

Failure to comply with the Code of Conduct can result in denial of services or termination of a service in progress, with no recourse for the passenger. Likewise, poor behaviour by a driver will not be tolerated, and customers are encouraged to report any concerns immediately.

Integrity and Privacy

Drive U Home emphasizes the importance of using their services through official channels to maintain integrity and legal compliance. They advise customers to be aware of the legal ramifications of making private arrangements directly with drivers and to verify the validity of any insurance or licensing. Customers are urged to report any drivers suggesting such arrangements to [email protected] or 0452139836.

Regarding privacy, information collected is used exclusively by AUS Designated Drivers and its contracted drivers to provide and improve services. Payment card details are securely stored with a third-party provider, Stripe, and are not accessible to Drive U Home employees or subcontractors.

Drive U Home reserves the right to warn, suspend, or terminate services for any customer found to be in violation of their terms and policies. They may also cancel outstanding services without providing a refund. It's the customer's responsibility to stay updated with any changes to the terms and policies.

Contact Summary

For all your designated driving needs, remember these key contact points:

• Phone: 0452139836 (for bookings, inquiries, and incident reporting)
• Email: [email protected] (for inquiries and incident reporting)

By understanding these terms and contact methods, you can ensure a smooth and safe experience with Drive U Home.

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