At Silver Cab Melbourne, we understand that travel plans can change without notice. This policy outlines how cancellations and refunds are handled, ensuring clarity and fairness for every booking made through our platform.
By confirming a booking with us, you agree to the terms set out below.
1. Booking Cancellation
You may cancel your ride at any time before the scheduled pickup. However, applicable charges depend on when the cancellation is made.
Free Cancellation:
Cancellations made well in advance—before a driver is assigned or dispatched—are processed without any fee.
Late Cancellation:
If a driver has already been assigned or is on the way, a reasonable cancellation charge may apply to cover time and operational costs.
Peak Hours & Special Events:
During high-demand periods, cancellation terms may be stricter, and additional charges may apply.
2. No-Show Policy
A booking will be considered a “no-show” if:
- The driver arrives at the pickup location, and
- The passenger is unavailable or does not respond within the standard waiting time
In such cases, the full or partial fare may be charged, and refunds are generally not applicable.
3. Changes to Bookings
We try to accommodate changes wherever possible.
- Requests to modify pickup time, location, or trip details should be made as early as possible
- All changes are subject to availability
- Fare adjustments may apply depending on the updated trip details
4. Refund Eligibility
Refunds are considered in genuine cases, including:
- Cancellation within the eligible free cancellation window
- Driver unavailability or service failure
- Incorrect charges or duplicate transactions
- Technical issues during booking or payment
Refunds are not applicable in the following situations:
- Cancellation after driver arrival
- No-show bookings
- Changes in fare due to route adjustments, tolls, or traffic conditions
5. Refund Processing
Once approved:
- Refunds are issued through the original payment method
- Processing times may vary depending on your bank or payment provider
- Most refunds are completed within a reasonable business timeframe
6. Exceptional Circumstances
We understand that emergencies happen. Requests involving unforeseen situations are reviewed on a case-by-case basis. Supporting details may be required to process such claims.
7. How to Request a Cancellation or Refund
To cancel a booking or request a refund, please contact our support team with:
- Booking reference number
- Date and time of travel
- Pickup location
Providing accurate details helps us resolve your request quickly.
8. Policy Updates
This policy may be updated periodically to reflect operational or regulatory changes. Continued use of our services indicates acceptance of the latest version.
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