Refund & Cancellation Policy

We understand that corporate and personal travel plans can change unexpectedly. Our cancellation policy is designed to be fair to our clients while protecting the scheduled time of our boutique chauffeurs.

1. Cancellation by the Passenger

If you need to cancel your booking with Prime Taxi Melbourne, please notify us as soon as possible via email or phone. The following refund structure applies to all pre-booked services:

• More than 24 Hours Notice: Bookings cancelled at least 24 hours prior to the scheduled pick-up time will receive a 100% full refund, with no cancellation fees applied.
• 12 to 24 Hours Notice: Bookings cancelled between 12 and 24 hours prior to the scheduled pick-up time will incur a 50% cancellation fee. The remaining 50% will be refunded.
• Less than 12 Hours Notice / No-Shows: Due to the dispatching and scheduling of our vehicles, cancellations made less than 12 hours before pick-up, or failure to appear at the designated pick-up location ("no-show"), will be charged at 100% of the total fare and are strictly non-refundable.

2. Flight Delays & Cancellations

We proactively track all commercial flights for Tullamarine airport pickups to ensure seamless service.

• Delayed Flights: You will never be charged a cancellation or penalty fee if your flight is delayed. Your chauffeur will automatically adjust their arrival to match your new landed time.
• Cancelled Flights: If your airline cancels your flight and you notify us before your chauffeur has been dispatched to the airport, we will gladly hold your payment as a credit for a rescheduled ride or issue a full refund.

3. Cancellation by Prime Taxi Melbourne

In the highly unlikely event that we are unable to fulfill your booking due to unforeseen circumstances (such as a severe vehicle breakdown or extreme weather events rendering roads unsafe), we will notify you immediately and issue a 100% full and immediate refund.

4. Refund Processing Time

Approved refunds are processed back to the original method of payment (e.g., credit card). Please allow 3 to 5 business days for the funds to appear on your bank statement, depending on your financial institution's processing times.

5. Requesting a Refund

To request a cancellation or refund, please contact the owner directly with your booking details: