Refund & Cancellation Policy

We understand that travel plans can change. This Refund & Cancellation Policy explains how cancellations, changes, and refunds are handled for bookings made with Airport Taxi Melbourne. Please read this policy alongside our Terms & Conditions.

Cancelling Your Booking

You can cancel or amend your booking by phone or email at any time before your scheduled pickup. Our standard cancellation terms are as follows:

More than 3 hours before pickup

Cancellations made more than 3 hours before the scheduled pickup time are eligible for a full refund of any prepaid fare, with no cancellation fee.

Between 1 and 3 hours before pickup

Cancellations made within this window may incur a cancellation fee to cover driver allocation and travel to the pickup location.

Less than 1 hour before pickup, or after the driver has been dispatched

Cancellations made this close to pickup, or after a driver is already on the way, may not be eligible for a refund, as the vehicle has typically already been allocated and dispatched for your trip.

No-Shows

If a passenger is not present at the agreed pickup location within the applicable waiting period and cannot be reached, the booking will be treated as a no-show and the fare will not be refunded.

Flight Delays & Airport Pickups

For airport pickups, we monitor flight arrival times where flight details are provided at booking, and allow a reasonable grace period to account for delays, immigration, and baggage collection. Significant, unadvised flight delays or diversions may still affect driver availability and waiting time allowances — please contact us as soon as possible if your flight is delayed.

Cancellations by Us

In the rare event that we need to cancel a confirmed booking (for example, due to vehicle unavailability or unsafe road conditions), we will notify you as soon as possible and provide a full refund of any prepaid fare, or assist in arranging alternative transport where possible.

How Refunds Are Processed

Approved refunds will be returned to the original payment method used at the time of booking. Please allow up to 5–10 business days for the refund to appear, depending on your bank or card provider.

Disputes

If you believe a cancellation fee or charge has been applied incorrectly, please contact our team with your booking details so we can review the matter and work towards a fair resolution.

Contact Us

For cancellations, changes, or refund enquiries, please contact us at book@airporttaximelbournes.com.au or call 1300 159 261. Our postal address is 48 Penver Dr, Cobblebank VIC 3338, Australia.