Contact Info

Contact Us
shape-img
shape-img

Cancellations Policy

Cancellation Policy for Ride Bookings

Cancellation by Customer

  • Within 48 hours of the scheduled ride: We will charge $50 Flat.
  • Within 48 hours of the scheduled ride: For trips booked for less than 5 hours, we will charge $150 and for trips more than 5 hours we will charge $250. The deposit may be requested to be credited to us prior to the commencing of ride.
  • Within 48 hours of scheduled ride: For wheelchair shifts cancelled; we will charge $65/hour for minimum of 2 hours.
  • Within 48 hours of the scheduled ride: For companion wheelchair shifts cancelled; escort rate plus $50/hour vehicle rate for minimum of 2 hours will be charged.

No - Show Policy

If the customer does not show up at the designated pick-up location within 15 minutes of the scheduled time without prior notice, the driver will make reasonable attempts to contact the customer following which it will be considered a no-show, and no refund will be issued.

Cancellation

If the booked ride gets cancelled within 48 hours of booking due to an unforeseen circumstance, the customer deposit will be refunded to their bank account if applicable*. Furthermore, we will assist in arranging an alternative ride to the customer if feasible*.

Force Majeure

In cases where the cancellation is due to events beyond our control (e.g., severe weather conditions, natural disasters, government restrictions), we will offer either a full refund or rescheduling of the ride without any extra charges, based on the customer’s preferences.

Refund Process

  • To request a refund, customers must contact our customer service team via contact@24caretransport.com.au within 14 days of the scheduled ride date. Refunds will be processed within 7 business days of receiving the request if applicable*.
  • Refunds will be issued using the original payment method. If the original payment method is no longer valid, the customer must provide an alternative method for the refund.

Modifications to the Booking

  • Changes requested less than 2 hours in advance are subject to confirmation based on vehicle type and driver or staff availability.
  • Changes to the ride time or date requested more than 48 hours in advance are free of charge.
  • Changes requested less than 48 hours will incur a $50 modification fees.
  • Changes to the pick-up or drop-off locations may affect the fare.

Special Conditions

  • During peak periods (e.g., holidays, major events), a stricter cancellation policy may apply. Customers will be informed of any such conditions at the time of booking.
  • Customer exhibiting symptoms of contagious illnesses are encouraged to cancel their ride to ensure the safety of our drivers and other passengers. In such cases, we may waive cancellation fees upon provision of a medical certificate.

Dispute Resolution

If a customer believes their cancellation fee or refund was not handled according to this policy, they may contact our customer service team. If a satisfactory resolution is not achieved, customers may seek assistance from the Australian Competition and Consumer Commission (ACCC) or other relevant consumer protection agencies.

*Terms and conditions apply