Refund & Cancellation Policy
When your A$10 deposit is refunded, when it isn't, and how the no-show policy works.
Effective date: 18 May 2026
✓ Full refund if you cancel more than 60 minutes before pickup
Your A$10 deposit comes back to the card you paid with via Stripe — typically within 3–10 business days.
✗ Deposit retained inside 60 minutes (or no-show)
If you cancel within 60 minutes of pickup, after a driver has been dispatched, or you don't show, the A$10 deposit is kept to cover the driver's time. The balance of the fixed fare is never charged on a cancellation.
1. Booking deposits
All bookings require a A$10 deposit, paid through Stripe Checkout at the time of booking. The deposit confirms the seat and locks the fixed fare; the balance is settled at the end of the trip.
2. Cancellation more than 60 minutes before pickup
If you cancel more than 60 minutes before your scheduled pickup time, the A$10 deposit is refunded in full to the original payment method. The cancellation can be made by replying to your confirmation email, by SMS, or by calling 0480 782 608.
3. Cancellation within 60 minutes of pickup
If you cancel inside the 60-minute window — either before or after a driver has been dispatched — the A$10 deposit is retained as compensation to the driver who has been allocated to your booking. The balance of the fixed fare is never charged when you cancel.
4. No-show policy
A booking is treated as a no-show where:
- The passenger fails to appear at the pickup address within a 15-minute waiting window (measured from the booked pickup time, or from confirmed flight arrival for inbound airport pickups).
- The passenger cannot be contacted on the verified mobile phone number on file.
- Incorrect pickup details were supplied at booking that prevented the driver from completing the pickup.
In a no-show, the A$10 deposit is retained; the balance of the fixed fare is not charged.
5. Airport waiting time
For airport pickups, complimentary waiting time is included from the confirmed flight arrival (where you have supplied the flight number). Driver tracks the flight and dispatches when your plane lands.
- International arrivals (T1): 45 minutes of complimentary waiting time from the moment your flight is recorded as landed.
- Domestic arrivals (T2/T3): 25 minutes of complimentary waiting time.
If you require longer waiting (for example, lost luggage), additional waiting time may be charged at A$1 per minute — quoted by the driver before charging.
6. Booking changes before pickup
If you change a booking before pickup — for example, by adding a stop, changing the destination, increasing the passenger count to a larger vehicle, or moving the pickup address — the fare may be re-quoted. You will receive the revised quote in writing (by SMS or email) and can either accept the new fare or cancel within the original 60-minute window for a full deposit refund. Once accepted, the new fare becomes the locked fixed fare.
7. Duplicate payments
If you are charged twice for the same booking — a duplicate payment caused by a network retry, browser issue, or otherwise — the duplicate amount is refunded in full as soon as we verify it (usually the same day). Email bookings@sydneyfixedfaretaxi.com with both Stripe receipts attached and we will refund directly.
8. Delays outside our control
Refunds are not provided for delays caused by:
- Traffic congestion, road closures, or accidents on the route
- Weather events
- Airline delays or flight cancellations (the fixed fare you paid is honoured; we simply move the pickup to your new confirmed arrival time)
- Emergencies or events outside the driver's reasonable control
Because our fares are fixed in writing, you do not pay extra for these delays either — that is the trade-off in both directions.
9. Refund processing time
Approved refunds are processed via Stripe to the original card you paid with. The actual time the refund appears on your statement depends on your card issuer, and is typically 3–10 business days.
10. Your rights under Australian Consumer Law
This refund policy does not limit any guarantee you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). If there is a major failure with the service (for example, no driver arrives and the service is not provided), you are entitled to a refund. For other failures, you may be entitled to a remedy. See Terms of Service §12 for the full statement.
11. Requesting a refund / contact
To request a refund or discuss a cancellation:
Email: bookings@sydneyfixedfaretaxi.com
Phone: 0480 782 608
Include your booking reference (starts with B) and the email address on the booking.
If you are not satisfied with the outcome, you may escalate to NSW Fair Trading at fairtrading.nsw.gov.au for consumer-law matters.