At The Melbourne Taxis, we understand that travel plans can change. Our goal is to make every booking flexible, fair, and transparent so you can travel with confidence. This policy explains how cancellations and refunds work for all our services, including airport transfers, hotel transfers, corporate and event bookings, wedding travel, and parcel deliveries.
1. Cancelling a Booking
You may cancel your booking at any time.
To help us serve you better, please cancel as early as possible through the booking confirmation link, by calling our support team, or by contacting us via email or SMS.
Free Cancellation Window
A booking can be cancelled at no charge if it is done at least 1 hour before the scheduled pickup time.
Late Cancellations
If a cancellation is made within 1 hour of the pickup time, a small cancellation fee may apply to cover driver allocation and travel time.
2. No-Show Policy
A booking is considered a no-show when:
- The driver arrives at the pickup location and
- The passenger cannot be reached or does not arrive
- After the driver waits for a reasonable period (usually 10–15 minutes)
In such cases, the full fare or a fixed no-show fee may be charged.
3. Refunds
We aim to process refunds promptly and fairly.
When Refunds Apply
A refund may be issued when:
- A pre-paid booking is cancelled during the free cancellation window
- We are unable to provide the service due to operational reasons
- A double booking or payment error occurs
- A driver arrives significantly late due to an issue on our end
Refund Timeline
Refunds are usually processed within 3–7 business days, depending on your bank or payment provider.
4. Changes to Your Booking
If you need to adjust your pickup time, address, number of passengers, or vehicle type, we will do our best to accommodate the change.
Modifications made close to the pickup time may be subject to availability and could involve additional charges.
5. Parcel Transfer Cancellations
For parcel deliveries, cancellations must be made before the driver starts the trip.
If the driver has already begun the journey, the delivery charge may still apply.
6. Our Commitment
We want every customer to feel confident when booking with us.
Our cancellation and refund process is designed to be simple, fair, and transparent. If you have questions or concerns, our support team is always ready to assist.
