ABN: 20 369 227 809

CPVV Registration: DC717309

Effective Date: September 8, 2025

Introduction

At 13 Melbourne Cabs we aim to provide clear, fair and transparent cancellation and refund terms for all bookings made via our website, app, or by phone. This policy explains when cancellations are permitted, when cancellation fees may apply, how refunds are processed, and how to contact us for assistance. We endeavour to comply with Google Ads policies and all applicable Australian laws and regulations.

Scope

This policy applies to all rides and services booked with 13 Melbourne Cabs, including standard city trips, airport transfers, corporate bookings, event bookings and any pre-paid or pre-authorised fares.

How to Cancel

• To cancel a booking, use the method you used to book (app/website/phone) or contact our support team (contact details below) and provide your booking reference.
• Cancellations made through the booking confirmation page or your account are effective immediately once confirmed by our system.

Free Cancellation Windows

• Standard (city) bookings: Free cancellation if you cancel at least 60 minutes before the scheduled pickup time.
• Airport transfers and special-event bookings: Free cancellation if you cancel at least 24 hours before the scheduled pickup time.
• Bookings made as part of promotional packages, pre-paid fares or third-party bookings may have different cancellation windows; these will be shown at the time of booking.

Cancellation Fees

• If you cancel within the free cancellation window, no fee applies.
• Cancellations made after the free cancellation window may incur a cancellation fee. The fee will generally be equal to the minimum fare for the booking or the driver’s reasonable time and distance costs for late cancellations or no-shows.
• If a driver has already been dispatched and you cancel, a cancellation fee may apply to cover the driver’s lost time and travel.
• If you fail to show for the booking (no-show) and the driver waits the allotted time, you may be charged the full fare for the booking.
• Any applicable cancellation fee will be clearly displayed in the booking confirmation or during checkout where payment is taken.

Refund Eligibility

• Refunds are considered for the following circumstances:
  • Overpayment or duplicate payment for the same booking.
  • Pre-paid bookings cancelled within the refund-eligible window as stated at booking.
  • Service not provided by 13 Melbourne Cabs due to our error (for example: confirmed booking not dispatched).
  • Trips that were charged incorrectly (incorrect fare calculation or system error).
• Refunds will not generally be issued for:
  • Change of mind outside the free cancellation window unless otherwise agreed.
  • Late arrival due to traffic or weather where the driver made all reasonable efforts to attend.

How Refunds Are Processed

• To request a refund, contact our support team and provide your booking reference, the reason for the refund, and any supporting evidence (receipts, screenshots, photos).
• We will acknowledge receipt of your request within 2 business days and aim to resolve or respond within 7 business days.
• If a refund is approved, it will be issued to the original payment method used for the booking. The time for the refunded amount to appear in your account depends on your bank or card provider; typically this may take 7–14 business days.
• Where refunds are not possible to the original payment method (for example cash bookings), we will work with you to provide an appropriate alternative (credit note, account credit, or other mutually agreed option).

Third-Party Bookings

• If your booking was made through a third-party platform, marketplace or travel agent, their cancellation and refund policy may apply. Please check the third party’s terms and contact them first. We will cooperate with third parties to resolve disputes where required.

Disputes & Complaints

• If you disagree with a cancellation fee or refund decision, please contact our support team so we can review the matter.
• If you remain unsatisfied after our review, you may seek further assistance from relevant consumer protection bodies in Australia. We are also registered with CPVV (DC717309) and will cooperate with regulatory enquiries where applicable.

Changes to This Policy

• 13 Melbourne Cabs may update this Cancellation & Refund Policy from time to time. Any changes will be posted on this page with an updated Effective Date.
• Your continued use of our services after changes are published constitutes acceptance of the updated policy.

Contact Us

• For cancellations, refund requests or questions about this policy please contact us:
• Phone: (use your booking/support phone number)
• Email: (use your support email address)
• Please include your booking reference, name, contact details and a short description of the issue to help us process your request quickly.

Legal & Regulatory

• 13 Melbourne Cabs operates in accordance with applicable Australian consumer laws and CPVV requirements. Our ABN is 20 369 227 809 and our CPVV registration is DC717309.

Acknowledgement

By making a booking with 13 Melbourne Cabs you acknowledge that you have read, understood and agree to this Cancellation & Refund Policy.