Terms & Conditions

2. Booking & Dispatch Process

All bookings are subject to vehicle availability. Upon submitting a reservation, you will receive an immediate booking confirmation via SMS or email detailing your pickup time, destination, estimated or fixed fare, and assigned booking reference.

For early-morning airport transfers (scheduled between 3:00 AM and 6:00 AM), we strongly advise booking at least 12 hours in advance to ensure preferred vehicle allocation.

3. Fixed Fares, Metered Rates & Tolls

Fixed Fares: When you select a fixed price quote, your fare is locked in prior to dispatch. This quote includes all standard Victorian road tolls (CityLink and EastLink) and airport terminal gate access charges. Zero peak-hour surge multipliers will ever be applied to your locked-in rate.

Route Alterations: If you request intermediate stops, detours, or drop-off location changes during transit, an adjusted quote will be calculated based on standard Victorian CPVV distance and waiting time tariffs.

Payment Methods: We accept Visa, Mastercard, American Express, Cabcharge cards and e-tickets, EFTPOS, and cash. A legally compliant Australian GST tax invoice is issued for every transaction.

4. Vehicle Capacity & Luggage Limits

For passenger safety and legal compliance with Victorian transport laws, every passenger must occupy an approved seat fitted with an operable seatbelt. Drivers cannot carry more passengers than the vehicle is licensed for:

• Executive Sedan: Up to 4 passengers and 2 large suitcases.
• Premium 4-Seater SUV: Up to 4 passengers and 4 large suitcases.
• Spacious 7-Seater Family SUV: Up to 7 passengers and 5 suitcases.
• 11-Seater Maxi Taxi Van: Up to 11 passengers and 8+ large suitcases.

If your group arrives with luggage exceeding the safe cargo capacity of the vehicle, you may be required to book a second vehicle at the applicable rate.

5. Child & Infant Restraints

In compliance with Victorian Road Safety legislation, infants and young children must be restrained in certified, age-appropriate child restraints. Melbourne Taxi Go supplies rear-facing capsules, forward-facing child seats, and booster seats upon advance request during booking.

6. Passenger Conduct & Soilage Fees

To protect driver and passenger safety, the following conditions are strictly enforced:

• No Smoking or Vaping: Smoking and e-cigarettes are strictly illegal in commercial passenger vehicles under Victorian law.
• No Alcohol Consumption: Open containers of alcohol are not permitted inside vehicles.
• Respectful Conduct: Drivers reserve the right to refuse service or terminate a journey if a passenger is aggressive, abusive, or poses a safety risk.
• Soilage & Damage Fee: If a passenger soils or damages the vehicle interior, a professional detailing and sanitization fee of up to $150 AUD (in accordance with Victorian CPVV guidelines) will be charged to cover commercial cleaning costs and vehicle downtime.

7. Airport Pickups & Flight Delays

For pickups at Melbourne Airport (Tullamarine) and Avalon Airport, we track inbound flights via automated radar integration. If your flight is delayed or lands early, driver dispatch is synchronized automatically at no additional waiting charge.

Drivers allow up to 45 minutes of complimentary waiting time following domestic flight touchdown, and up to 60 minutes for international flights to allow for customs clearance and baggage claim.

8. Traffic, Delays & Limitation of Liability

While Melbourne Taxi Go takes every reasonable precaution to ensure punctual arrival, we cannot accept liability for missed flights, connections, or appointments resulting from severe freeway accidents, unforeseen road closures, extreme weather events, or vehicle mechanical emergencies outside our direct control.

We advise passengers traveling to Melbourne Airport for international flights to schedule their pickup at least 3.5 hours prior to flight departure.

9. Lost Property Protocol

If you leave personal property inside one of our cabs, contact our 24/7 team immediately at 0431 402 902. Items recovered by our drivers are secured at our Craigieburn depot (351 Highlander Drive, Craigieburn VIC 3064, Australia) or delivered to the nearest Victoria Police station. Delivery of recovered property directly to a passenger’s location may incur a standard delivery fee.

10. Governing Law & Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising out of these terms shall be subject to the exclusive jurisdiction of the Victorian Civil and Administrative Tribunal (VCAT) or courts of Victoria.