Cancellation and Refund Policy

At Geelong Taxi, we value your time and strive to provide reliable transport solutions across Geelong and surrounding areas. This Cancellation and Refund Policy explains how we handle booking changes, cancellations, and refund requests.

1. Cancellations by Customers

• You may cancel a booking at any time before the driver is dispatched without any cancellation fee.
• If a driver has already been dispatched or is en route to your pickup location, a cancellation fee may apply.
• Cancellations must be made by calling our support line or through the same channel used to book the ride.

2. Cancellations by Geelong Taxi

• In rare cases (such as driver unavailability, severe weather, or unforeseen events), we may need to cancel your booking.
• If we cancel a prepaid booking, a full refund will be processed promptly.
• We will always notify you as soon as possible in the event of a cancellation on our end.

3. Refund Eligibility

• Refunds apply only to prepaid bookings.

Refunds are issued if:

• A booking is cancelled by Geelong Taxi.
• You cancel before a driver is dispatched.
• A service error occurs on our side (e.g., wrong pickup location, system error).

Refunds are not issued for:

• Late arrival due to traffic or unforeseen delays outside our control.
• Cancellations made after the driver has arrived at the pickup location.

4. Refund Processing

• Approved refunds will be processed using the original payment method.
• Processing times may vary depending on your bank or payment provider, typically within 5–10 business days.

5. No-Show Policy

• If a customer is not present at the pickup location at the confirmed time and does not notify us, the trip may be marked as a no-show.
• In no-show cases, charges may apply and no refund will be provided for prepaid rides.

6. How to Request a Cancellation or Refund

• Contact our support team by phone or via our website.
• Provide your booking reference, name, and pickup details so we can assist you promptly.