Cancellation & Refund Policy

Last updated: 12 October 2026

This policy explains how to change or cancel a booking with Taxi Service Melbourne and how refunds work. It should be read together with our Terms & Conditions.

1. Changing or cancelling a booking

• If your plans change, please contact us as early as possible on 1300 159 261 or by email so we can update or cancel your booking and free up the vehicle.
• Please include your name, pickup date and time and pickup address so we can find your booking quickly.
• We will confirm any change or cancellation to you.

2. Late cancellations and no-shows

Drivers and vehicles are reserved for your booking. If a booking is cancelled very close to the pickup time, or no one is at the pickup point and we cannot reach you, a cancellation or no-show fee may apply. Any such fee will be explained to you when you book or before it is charged, and will not exceed the fare for the booked trip.

3. If we cancel or cannot provide the service

If we cancel your booking or cannot provide the service, we will tell you as soon as possible and, where we can, offer an alternative. If you have prepaid, you will receive a full refund of the amount paid for that trip. We may also need to cancel or change a booking because of severe weather, road closures or other events outside our control.

4. Refunds

• Prepaid bookings cancelled by you: we will refund the amount paid, less any cancellation fee that applies under section 2.
• Service issues: if the service was not provided as booked, or you believe you were charged incorrectly, contact us as soon as possible after your trip with your booking details. We will review the matter and, where a refund is due, process it.
• Refund method and timing: refunds are paid back to the original payment method. The time it takes to appear in your account depends on your bank or payment provider.
• Cash and on-trip payments: if an overcharge is confirmed, we will refund the difference using a method we agree with you.

5. NDIS, TAC and WorkSafe funded trips

For trips billed to a funding body, cancellations and any fees are also subject to that funding body’s rules. Please tell us as early as possible if a funded trip needs to change.

6. Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law, including your right to a remedy where a service is not provided with due care and skill or is not fit for purpose.

7. Contact us

Taxi Service Melbourne
Risdon Circuit, Tarneit VIC 3029
Phone: 1300 159 261
Email: book@taxiservicemelbournes.com.au