Evoke FAQs

Evoke

What hours do you operate?

For your full convenience, we operate 24 hours, seven days a week—so whether you’re off to the airport in the early hours or need a transfer back from a late-night business meeting, we’ll be there for you.

For customer service hours, we operate from 5:00 am to 9:00 pm AEST/AEDT to take any calls and respond to emails.

Where do you operate?

We operate Australia-wide, providing services in all major Australian cities including Sydney, Melbourne, Canberra, Brisbane, Gold Coast, Adelaide, Perth, Hobart, and Darwin. Whether your travels take you to these cities or any other location within Australia, we're ready to accommodate your transportation needs.

Do you have an on-time guarantee?

Absolutely. We understand that time is of the essence in your schedule, which is why you’ll be covered with our “on-time or your money back” guarantee. To-the-dot punctuality is something we take great pride in—but in the rare event of a late arrival, you can be assured of the full cost of your trip being waived.

General & Bookings

How can I book?

Booking with us is straightforward. You can:

We aim to make your booking experience smooth and hassle-free.

How far in advance should I book?

We recommend booking as soon as your travel plans are in place to ensure availability, especially for special events and weddings. While we can accommodate bookings up to an hour before your journey, earlier bookings help avoid disappointment.

How will I know if my booking is confirmed?

Once your booking is confirmed, you will receive a confirmation email from us. Please review all the details in this email to ensure accuracy. If you notice any discrepancies or have not received your confirmation, kindly contact us for assistance.

How can I amend my booking?

To amend your booking, please contact us as soon as possible before your scheduled service time. This ensures we have sufficient time to accommodate your request.

How can I cancel my booking?

To cancel your booking, contact us within the notice period specified for your service type. For detailed information on cancellation policies and notice periods, please refer to our Terms of Use.

Do you accommodate babies and children?

Yes, we offer baby capsules, child seats, and booster seats for children from newborns up to 8 years old. Let us know at the time of booking if you need any of these child seats, and we’ll have them ready for your journey.

Do you offer a corporate rate plan or a discount if I book regularly?

Yes, please contact us for more details. We’d be happy to discuss our loyalty discounts and how you or your company can reduce its carbon footprint by supporting a sustainable, zero emissions chauffeur service.

Does Evoke provide charging cables for phones?

Yes, we provide charging cables compatible with the majority of phone models on the market.

Where can I find your Terms of Use?

Our Terms of Use are available for you to review, detailing our service policies and conditions.

Pricing

Is the pricing based on the number of passengers or the vehicle?

The pricing is per vehicle. This means you are charged for the car rather than the number of passengers it carries.

What currency are your prices in?

Australian dollars ($AUD).

Are the prices you quote inclusive of Goods and Services Tax (GST)?

Yes, all our quoted prices include Goods and Services Tax (GST).

Does your quoted price include airport levies?

Yes, the price we quote includes all airport levies.

What payment methods do you accept?

We accept Visa, MasterCard, American Express and Electronic Funds Transfer (EFT).

Is there a surcharge for payments?

We do not apply any payment surcharges.

When will I be charged for the service?

  • Regular Bookings: You will be charged at the completion of your journey. In the event of a 'no show', you will still be charged.
  • Weddings and Special Events: A 50% non-refundable deposit is required at the time of booking, with the remaining balance due according to the Terms of Use agreed upon.

Are there any charges for amending my booking?

Amendments to your booking are free of charge unless they involve extending the duration of your journey or the hire period. In such cases, additional charges will apply based on the extended time.

Will I incur charges for cancelling my booking?

We recognise that plans can change, and we strive to provide flexibility for our clients. To cancel your booking without incurring charges, please ensure you provide notice within our specified cancellation period. For detailed information on our cancellation policy, including the required notice period and any potential fees for late cancellations, refer to our Terms of Use.

Will there be additional charges if the chauffeur has to wait?

We provide complimentary wait times as follows:

  • A 30-minute grace period for domestic airport arrivals, calculated from the actual time of arrival.
  • A 60-minute grace period for international airport arrivals, starting from the actual arrival time.
  • A 10-minute grace period for non-airport pick-ups.

If the waiting time exceeds these grace periods, there will be an additional charge of $2.00 per minute. If you anticipate needing extended wait time, please inform us at the time of booking, and we will make every effort to accommodate your request.

What are the surcharges for public holidays and special dates like Christmas and New Years Eve?

  • Christmas Eve: 50% surcharge applies.
  • Christmas Day: 100% surcharge applies.
  • New Year's Eve: 50% surcharge applies from 12:00 am to 3:59 pm, and 100% surcharge applicable from 4:00 pm to 11:59 pm.
  • New Year's Day: 100% surcharge applies from 12:00 am to 5:59 am, and 50% surcharge applicable from 6:00 am to 11:59 pm.
  • Other Public Holidays: 30% surcharge applies.

These surcharges reflect the increased demand and operational costs on these specific dates.

Do you have a surcharge for late night and early morning services?

Yes, a surcharge of 35% is applicable for services between 11:00 pm and 5:00 am. This applies to both pick-ups and drop offs during these hours.

Airport Transfers

What happens if my flight arrives early, is delayed, or cancelled?

Rest assured, your chauffeur will closely monitor the arrival time of your flight using the provided flight number, ensuring punctuality. There are no extra charges for early arrivals, delays, or cancellations.

Where should I meet my chauffeur for an airport pick-up?

Sydney

  • International Terminal: Your chauffeur will be holding a name board in the applicable Arrivals Hall that corresponds to your flight.
  • Domestic Terminal 2: Your chauffeur will be holding a name board outside the exit doors opposite baggage carousel 2-5.
  • Domestic Terminal 3: Your chauffeur will be holding a name board at the base of the escalators near baggage carousel 5.

Melbourne

  • International Terminal: Your chauffeur will be holding a name board in the International Arrivals Hall. The designated meeting point is near Hudson Coffee shop.
  • Domestic Terminal: Your chauffeur will be holding a name board at the base of the escalators.

Perth

  • International Terminal: Your chauffeur will be holding a name board in the International Arrivals Hall.
  • Domestic Terminal: Your chauffeur will be holding a name board as you enter the Arrivals Hall.

Adelaide

  • International Terminal: Your chauffeur will be holding a name board in the International Arrivals Hall as you exit through Customs.
  • Domestic Terminal: Your chauffeur will be holding a name board at the bottom of the escalators of the Arrivals Hall.

Brisbane

  • International Terminal: Your chauffeur will be holding a name board as you exit left from the Customs and Quarantine Area. The designated meeting point is near Coffee Club.
  • Domestic Terminal: Your chauffeur will be holding a name board near the baggage carousel for your flight.

Canberra

  • International Terminal: Your chauffeur will be holding a name board as you come through the exit doors on the ground floor.
  • Domestic Terminal: Your chauffeur will be holding a name board at the base of the escalators.

Darwin

  • Your chauffeur will be holding a name board as you arrive through the exit doors.

What should I do if I can't find my chauffeur?

If you are unable to find your chauffeur, please contact us right away for assistance.

Fleet

Is your fleet insured?

Absolutely, each of our vehicles is fully insured with comprehensive coverage, ensuring peace of mind for all your journeys with us.

Can I smoke or vape in your vehicles?

Smoking or vaping is not permitted in our vehicles, in alignment with Australian laws, which prohibit such activities in commercial passenger vehicles to ensure a safe and clean environment for both passengers and the chauffeur.

Can Evoke provide services for passengers using wheelchairs?

Certainly. We can accommodate passengers with foldable wheelchairs, as our vehicles have spacious boots for storage. Additionally, our chauffeurs are trained to assist passengers in getting into and out of the vehicle, ensuring a comfortable experience.

Are pets allowed in your vehicles?

We welcome assistance animals or those in training within our vehicles. However, pets that do not fall into these categories are unfortunately not permitted.

Chauffeurs

Do your chauffeurs hold the necessary licenses?

Yes, all our chauffeurs are fully licensed, ensuring they meet the required standards for professional driving.

What attire will my chauffeur wear?

Your chauffeur will be dressed professionally at all times. For weddings and special events, we can accommodate specific attire requests to suit the occasion, provided they are reasonable.

Can the chauffeur assist with my luggage?

Certainly. Your chauffeur will gladly offer assistance with your luggage to ensure a smooth and hassle-free experience.

How does Evoke ensure my privacy and confidentiality in the vehicle?

Your privacy and confidentiality are paramount to us. All our chauffeurs are bound by a confidentiality agreement, ensuring that anything discussed or overheard in the vehicle remains confidential.

Is tipping the chauffeur required?

Tipping is not mandatory but is appreciated. It is entirely at your discretion should you wish to reward our chauffeurs for exceptional service.