1. Cancellation by you

More than 24 hours before pickup: full refund, no questions.
Between 24 and 4 hours before pickup: 50% refund of the fare paid.
Less than 4 hours before pickup: no refund, as the vehicle and driver are committed to your trip.

Cancel any time via the manage link in your booking confirmation; the applicable window is measured against your scheduled pickup time when the cancellation is received.

2. Changes instead of cancellation

Where plans shift rather than collapse, changing the booking through the manage link is usually the better path — the fare is recalculated for the new details, with any difference charged or refunded, and the cancellation windows above are unaffected.

3. Flight delays are not cancellations

For airport pickups we track your flight — a delayed or early arrival adjusts your pickup automatically at no charge. If your flight is cancelled outright, contact us (or use the manage link): we rebook to your new flight where possible, or apply the cancellation terms above measured from your original pickup time, treating airline cancellations sympathetically.

4. No-shows

If we cannot locate you or reach you within a reasonable period after the free waiting window at your pickup point, the booking is treated as cancelled without refund. Free waiting periods are published on the pricing page.

5. Cancellation by us

If we cannot provide your booked trip — vehicle failure without a substitute, or events within our control — you receive a full refund, and where the failure is ours we will also cover reasonable, documented costs of comparable alternative transport for that trip. For events beyond our reasonable control, the fare for services not provided is refunded in full.

6. How refunds are paid

Refunds are returned to the original payment method via our payment provider, normally within 5–10 business days of approval. Nothing in this policy limits your rights under the Australian Consumer Law.