Last updated June 2026.
At The Chauffeur, we understand that travel plans can change. This Refund & Cancellation Policy explains how cancellations, booking changes, and refunds are handled when you book our chauffeur services. This policy should be read alongside our Terms of Service.
Booking Cancellations
We aim to keep our cancellation policy simple and fair.
- More than 24 hours before your scheduled pick-up: You may cancel your booking free of charge and receive a full refund if payment has already been made.
- Within 24 hours of your scheduled pick-up: A cancellation fee of up to 50% of the total booking value may apply to cover vehicle allocation and chauffeur scheduling.
- Same-day cancellations: Charges may apply depending on the timing of the cancellation and the services already arranged.
If you need to cancel your booking, please contact us as soon as possible so we can assist you.
No-Show Policy
If our chauffeur arrives at the agreed pick-up location and is unable to contact you after a reasonable waiting period, the booking may be treated as a no-show.
In these circumstances, the full booking fee may be charged.
If you are delayed, please contact us immediately. We’ll always do our best to accommodate changes where possible.
Booking Changes
We understand plans can change.
You may request changes to your:
- Pick-up time
- Pick-up or drop-off location
- Vehicle selection
- Travel itinerary
We’ll make every reasonable effort to accommodate your request.
If the revised booking involves additional travel time, distance, waiting time, or a different vehicle category, the fare may be adjusted accordingly. Any additional cost or refund will be confirmed before your journey.
Refunds
Where a refund is approved, it will be processed to your original payment method.
Payments are securely processed through Stripe, and refunds generally appear within 5 to 10 business days, depending on your bank or card provider.
The Chauffeur does not charge any administration fee for approved refunds.
Incorrect Payments
If you have been charged incorrectly or accidentally made a duplicate payment, please contact us immediately.
Once the payment has been verified, any overpayment will be refunded promptly to your original payment method.
If We’re Unable to Provide the Service
In the unlikely event that The Chauffeur cannot provide the booked vehicle or chauffeur and we are unable to arrange a suitable alternative, you will receive a full refund.
Where possible, we will always attempt to provide an equivalent or upgraded vehicle at no additional cost.
How to Request a Refund
To request a refund or discuss your booking, please contact our team with your booking reference and a brief explanation:
Email: thechauffeuraustralia@gmail.com
Phone: +61 468 980 000
We aim to respond to all refund enquiries within one business day.
Australian Consumer Law
Nothing in this Refund & Cancellation Policy limits or excludes your rights under the Australian Consumer Law.
If our services are not provided with reasonable care and skill, or do not meet the guarantees required by Australian law, you may be entitled to a repair, replacement, refund, or other remedy as provided under the Australian Consumer Law.
Policy Updates
We may update this Refund & Cancellation Policy from time to time to reflect changes in our services or legal obligations.
The latest version will always be available on our website with the updated revision date.
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