This Cancellation & Refund Policy explains how Melbourne Airport Taxis handles booking changes, cancellations, and refund requests. Our transport services operate throughout Melbourne.
1. General Policy
We understand that travel plans can change.
To keep our service smooth for all customers, we follow a fair and simple approach to cancellations and refunds.
2. Cancelling a Booking
You may cancel a booking at any time by contacting us via phone, message, or email.
For the best chance of avoiding any charges, please cancel as early as possible.
Early Cancellations
If you cancel well before the pickup time, no cancellation fee usually applies.
Late Cancellations
A cancellation fee may apply when:
- The driver is already on the way, or
- The cancellation is made very close to the scheduled pickup
The fee is calculated based on distance travelled, waiting time, and service type.
3. No-Show Policy
A no-show occurs when the passenger is not present at the pickup point and cannot be reached.
In such cases, the full fare or a minimum call-out fee may be charged.
This helps us cover the driver’s time, fuel, and operational loss.
4. Refund Eligibility
Refunds are processed when:
- You have prepaid for a service that we could not deliver
- A double payment occurred by mistake
- A cancellation was made within an allowed, fee-free time frame
Refunds are not issued when:
- The customer provides incorrect pickup or drop-off details
- A customer is not ready at the agreed time
- Delays occur due to traffic, weather, or other circumstances beyond our control
5. How Refunds Are Processed
Approved refunds are returned using the same payment method used during booking.
Processing times may vary depending on your bank or payment provider, but most refunds are completed within a reasonable timeframe.
6. Service Delays
While we aim to be punctual, delays can happen due to road conditions or unexpected events.
Such delays do not qualify for compensation or refund unless the service was entirely undelivered.
7. Changes to Booking Details
If you need to update your booking time, address, or passenger details, please let us know as soon as possible.
We will adjust the booking whenever possible, but changes may affect pricing or availability.
8. Policy Updates
This policy may be updated occasionally to reflect service changes or operational requirements.
Any updates will be posted on this page with the revised date.
9. Contact Us
If you have questions or need help with a cancellation or refund request, please reach out:
Email: melbourneairporttaxis.au@gmail.com
Phone: +61 451 010 011