Cancellation Policy
Free cancellation with 24 hours' notice, no deposit held, and a clear rule for what happens if plans change later than that. Written in plain language, because nobody reads the other kind.
Our Cancellation Terms
If you need to update or cancel your booking
Please give us at least 24 hours' notice to avoid a cancellation fee. Should you have any questions, feel free to reply to your booking email or contact us directly at 0427 143 612.
When Each Rule Applies
| Situation | What you pay | Notes |
|---|---|---|
| Cancelled 24+ hours before pickup | Nothing | No deposit was held, so nothing to refund |
| Cancelled inside 24 hours | Call us | Discussed case by case — tell us as early as you can |
| Cancelled after the driver arrives | 50% of the fare | The vehicle and driver were already committed |
| No-show / unreachable | 50% of the fare | Applies once maximum waiting time has passed |
| Date or time change with notice | Nothing | Changes are free — call rather than cancel |
| Airline cancels or reschedules your flight | Nothing | We move the booking to your new flight |
| We cancel (weather, road closure) | Nothing | You are never charged for our cancellation |
How Long We Wait Before the Clock Starts
| Pickup location | Maximum wait | After what |
|---|---|---|
| T1 International | 1 hour | Your flight lands |
| T2 Domestic | 40 minutes | Your flight lands |
| T3 Domestic | 40 minutes | Your flight lands |
| Home, hotel or office | 10 minutes | The driver arrives |
Cancellation FAQ
What does it cost to cancel?
Nothing, if you tell us at least 24 hours in advance. If the booking is cancelled after the driver has arrived, 50% of the total fare is charged.
How do I cancel?
Reply to your booking email or call 0427 143 612. The phone is answered 24 hours a day — you do not have to wait for business hours.
Can I change the time instead of cancelling?
Yes, and it is usually better for both of us. Time and date changes made with reasonable notice carry no fee. Call us as early as you can so we can re-allocate the driver.
What if my flight is cancelled by the airline?
Call us as soon as you know. We will move your booking to the replacement flight at no charge — this is exactly the situation flight tracking and a human dispatch team exist for.
What if I do not show up?
If nobody appears and we cannot reach you, the booking is treated as cancelled after the driver has arrived and 50% of the fare applies. Keeping your phone on after landing is what prevents this.
Do you ever cancel on me?
Only in circumstances outside our control — extreme weather, road closures, or a passenger being unreachable beyond the maximum waiting time. If we cancel, you are not charged.
Free Cancellation, 24 Hours Out
No deposit at booking, no card held, and a phone answered any hour if plans change.
✓ Free cancellation 24 hrs · ✓ No deposit · ✓ Free date changes · ✓ Airline cancellations covered