Cancellation & Refund Policy

2. Free Cancellation Window (2+ Hours in Advance)

You may modify, reschedule, or cancel any pre-booked taxi transfer free of charge up to 2 hours prior to your scheduled pickup time.

If your ride was pre-paid online or via bank transfer, a 100% full refund will be initiated back to your original payment method immediately.

3. Short-Notice Cancellations (Less Than 2 Hours)

If a cancellation is requested less than 2 hours before the scheduled pickup time and an accredited driver has already been dispatched to your pickup location:

• A standard cancellation dispatch fee of $25 AUD may apply to compensate the driver for fuel and travel time.
• If the booking was pre-paid, the balance of your fare (total fare minus the $25 dispatch fee) will be refunded.
• If the driver has not yet commenced travel toward your pickup address, we will waive all cancellation fees as a courtesy.

4. Passenger No-Show Policy

A booking is deemed a “No-Show” if the passenger cannot be contacted and fails to arrive at the agreed pickup location within the following grace periods:

• Metropolitan Residential or Corporate Pickups: 15 minutes of complimentary waiting time after the scheduled pickup time.
• Domestic Airport Pickups (Tullamarine & Avalon): 45 minutes of complimentary waiting time following actual flight touchdown.
• International Airport Pickups (Terminal 2): 60 minutes of complimentary waiting time following actual flight touchdown.

In the event of a verified passenger no-show after exhaustive phone and SMS attempts by the driver and dispatch team, the full fare (or booking deposit) is non-refundable.

5. Inbound Flight Delays & Airline Cancellations

We track all commercial flights into Melbourne Tullamarine (MEL) and Avalon Airport (AVV) using live flight radar systems.

6. Refund Processing Times & Methods

All approved refunds are submitted to our banking processor within 24 hours of approval.

• Credit & Debit Cards: 5 to 7 business days, depending on your financial institution’s clearance cycle.
• EFTPOS In-Cab Reversals: Processed on the spot where technically feasible, or credited back via direct EFT transfer.
• Cabcharge / Corporate Accounts: Charges are voided prior to invoice generation.

7. Cancellations Initiated by Dispatch

In the rare and unforeseen event that Melbourne Taxi Go cannot fulfill a reservation due to severe weather events, fleet mechanical failure, or road emergency, our dispatch team will immediately notify you and attempt to dispatch an alternative accredited vehicle. If an alternative cannot be provided, a 100% immediate full refund is issued.

8. How to Request a Cancellation or Refund

To ensure immediate processing, please use any of the following channels with your booking reference or phone number:

• Telephone (Fastest): Call our 24/7 dispatch office at 0431 402 902.
• WhatsApp: Message our dispatch desk directly at +61 431 402 902.
• Email: Send your request to info@melbournetaxigo.com.au.

9. Contact Support & Inquiries