Refund & Cancellation Policy

We understand that business itineraries and travel schedules can change unexpectedly. Our cancellation and refund policy is structured to be fair to our passengers while respecting the dedicated preparation of our accredited chauffeurs.

1. Passenger Cancellation Schedule

If you need to cancel a confirmed booking with Prime Taxi Melbourne, the following schedule applies based on when notice is received:

2. Flight Delays & Airline Cancellations

Air travel delays are entirely outside your control, and you will never be penalized for them:

• Delayed Flights: If your inbound flight is delayed, your booking remains 100% active. We track live radar feeds and adjust your chauffeur’s dispatch time to match your actual landing time at zero additional charge.
• Airline Cancellations: If your airline cancels your flight and you notify us prior to chauffeur dispatch, you may choose between an immediate 100% full refund or a full travel credit for your rescheduled date.

3. Operator Cancellation Guarantee

In the highly unlikely event that Prime Taxi Melbourne is unable to fulfill your scheduled transfer due to an unforeseen vehicle breakdown, medical emergency, or severe road closure, we will notify you immediately and issue a 100% full, unconditional refund without delay.

4. Refund Processing Windows

Approved refunds are returned directly to the original payment method (Credit Card, Debit Card, or Bank Account). Funds typically clear within 3 to 5 business days, depending on your financial institution's processing cycle.

5. Requesting a Cancellation or Refund

To cancel a ride or request an approved refund, please contact dispatch directly with your booking name and date: