At 13 Silver Taxis Mel, we understand that plans can change. This Cancellation & Refund Policy explains how you can cancel a booking and request a refund when necessary. Our goal is to provide a fair and transparent approach for all passengers.
By using our services, you agree to follow the terms outlined in this policy.
1. Cancelling a Booking
You can cancel your ride at any time, but the timing of the cancellation affects whether fees apply.
a. Free Cancellation
- Bookings can be cancelled at no charge if done before a driver is assigned.
- The cancellation must be made within a reasonable time before the scheduled pickup.
b. Cancellation After Driver Assignment
- If a driver has already been dispatched or is on the way, a cancellation fee may apply.
- This fee covers the driver’s travel time and fuel costs.
c. During Peak Hours or Special Events
- During busy periods, stricter cancellation rules may apply.
- Additional fees may be charged based on demand and service availability.
2. No-Show Policy
A booking may be marked as a no-show if:
- The driver arrives at the pickup location, and
- The passenger is not present, and
- The allowed waiting time expires
Note: No-show bookings may result in a fee, and refunds will generally not be issued.
3. Changing a Booking
If you need to change your ride details, such as pickup time or location:
- Requests should be made as early as possible
- Changes are subject to driver availability
- Additional charges may apply if the new route is longer or causes a delay
4. Refund Eligibility
Refunds may be considered in the following situations:
- Cancellation within the free cancellation window
- Driver fails to arrive due to a service issue
- Double charges or incorrect fares
- Technical errors during booking or payment
Refunds will not be issued if:
- The passenger cancels after the driver has arrived
- The passenger is marked as a no-show
- Fare changes are due to traffic, tolls, or requested route changes
5. Refund Process
When a refund is approved:
- It will be processed via the original payment method
- The time for the refund to appear may vary depending on your bank or payment provider
- You will receive a notification once the refund is initiated
We strive to handle refund requests quickly and efficiently.
6. Special Circumstances
We review refund requests for emergencies or unforeseen events on a case-by-case basis.
Passengers are encouraged to contact our support team with all relevant details.
7. Contact & Support
For cancellations or refund inquiries:
- Visit the Contact page on our website
- Provide your booking ID, date, and pickup location for faster assistance
Our support team is available 24/7 to assist you.
8. Policy Updates
This policy may be revised occasionally.
All updates will be posted on this page. Continued use of our services indicates acceptance of the updated terms.
