This policy explains how cancellations and refunds are managed for bookings made with Pakenham Taxi Service. By using our services, you agree to the terms outlined below.
1. General Cancellations
Customers may cancel a booking by contacting us through phone or our online booking system. We recommend notifying us as early as possible so we can adjust our schedule and assist other passengers.
2. Short-Notice Cancellations
Cancellations made close to the pickup time may attract a fee. The fee depends on the type of service, distance and time of day. Airport transfers and long-distance trips often require more preparation, so short-notice changes may incur higher charges.
3. No-Show Policy
If the driver arrives at the pickup location and the passenger does not appear or cannot be reached, the booking may be marked as a no-show. In these cases, the full fare or a minimum call-out fee may apply.
4. Refund Eligibility
Refunds may be offered when:
- A prepaid booking is cancelled within the allowed time frame
- A duplicate payment has been made by mistake
- A service could not be delivered due to an error on our side
Refund requests are assessed individually to ensure fairness and accuracy.
5. Non-Refundable Situations
Refunds are not available for:
- Cancellations made after the driver has been dispatched
- No-show bookings
- Incorrect details provided by the customer that affect the trip
6. Processing Refunds
Approved refunds are processed using the original payment method. Processing times may vary depending on your bank or payment provider, but we aim to finalise refunds as quickly as possible.
7. Event and Wedding Bookings
Special bookings, including weddings or large events, may require deposits. Deposits may be non-refundable if cancelled close to the event date, as drivers and vehicles are reserved in advance.
8. Policy Updates
Pakenham Taxi Service may update this policy when needed. Any changes will be posted on this page for your reference.
9. Contact Us
For cancellation support or refund requests, please contact Pakenham Taxi Service directly. We are here to help and will do our best to resolve your concerns promptly.