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1. Purpose
This Refund & Cancellation Policy explains how Sydney Private Hire (SPH) manages customer cancellations, booking changes, no-shows, delays, SPH cancellations and refunds for passenger transport services.
The policy is intended to provide a fair and transparent process while recognising that confirmed bookings may require SPH to reserve driver time, vehicle capacity and other resources.
2. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.
Where a service fails to meet an applicable consumer guarantee, the customer rights and remedies will be determined by law and may include re-supply, cancellation, refund or compensation depending on the circumstances.
3. Booking Request, Acceptance and Payment
Submitting a booking request or receiving a booking reference does not by itself mean the booking has been accepted. A booking becomes confirmed when SPH communicates acceptance through its approved booking process.
Where payment is required, SPH may issue an invoice or payment request after reviewing and accepting the booking. A booking may be released or cancelled where required payment is not made by the stated deadline.
4. Customer Cancellations
Customers should cancel as soon as practicable using the contact details or approved booking channel. The effective cancellation time is when SPH receives the cancellation request, not when it is sent.
Any cancellation charge or refund outcome will be assessed against the cancellation terms disclosed for the confirmed booking, the timing of the cancellation, costs already reasonably incurred or committed, and applicable law. SPH will not impose a cancellation charge that was not properly disclosed or that is unlawful.
5. Cancellation Charges
Where a confirmed booking includes a disclosed cancellation schedule, that schedule applies subject to the Australian Consumer Law. If no specific cancellation charge was disclosed for the booking, SPH will assess any amount retained or charged reasonably having regard to actual loss, committed third-party costs and the circumstances of the cancellation.
SPH will not use a cancellation term as a penalty. Any amount retained must be consistent with the confirmed terms and applicable law.
6. No-Shows
A no-show may occur where the passenger does not attend the agreed pickup point within the applicable waiting period, SPH or the assigned driver has made reasonable attempts to contact the customer, and the service cannot reasonably proceed.
A no-show may be treated as a customer cancellation under the confirmed booking conditions. SPH will consider the pickup circumstances, available contact information, delays known to SPH and any reasonable evidence provided by the customer before finalising a no-show charge.
7. Waiting Time
Passengers should be ready at the confirmed pickup time unless another arrangement has been agreed. Where a booking includes a free waiting period or a disclosed waiting-time charge, that arrangement will apply.
Additional waiting time will only be charged where it was disclosed or reasonably agreed and where the delay is attributable to the customer or passenger. SPH will act reasonably where the delay results from circumstances outside the passenger's reasonable control.
8. Airport, Flight and Transport Delays
Where SPH has been given accurate flight or transport details, SPH may use reasonable efforts to monitor arrival information and adjust pickup arrangements where operationally possible. Customers should notify SPH promptly of known changes.
Flight or transport delays do not automatically create a right for either party to cancel without consequence; the outcome depends on the confirmed booking, available alternatives, actual costs and applicable law. SPH will act reasonably where arrival changes are outside the customer's control.
9. Customer Changes to a Confirmed Booking
Changes to pickup time, pickup location, destination, passenger numbers, luggage, child-restraint requirements, stops, vehicle class or other material details are subject to availability and may change the fare.
If SPH cannot accommodate a material customer-requested change, the customer may keep the original confirmed booking where practicable or cancel it under the applicable cancellation conditions. A material change is not automatically treated as a cancellation where SPH can reasonably accommodate it.
10. Cancellation by Sydney Private Hire
SPH may cancel or decline to proceed where the service cannot be provided safely, lawfully or reasonably, including because of driver or vehicle unavailability, breakdown, severe conditions, unlawful or unsafe passenger conduct, incorrect material booking information or another operational or safety issue.
Where SPH cancels a paid booking for reasons within SPH control and cannot provide a reasonable substitute or alternative accepted by the customer, SPH will refund the amount paid for the unprovided service, subject to any rights or remedies required by law.
11. Delays, Disruption and Failure to Supply
Traffic, road closures, weather, emergencies, airport or venue controls, accidents and other events outside reasonable control may affect pickup or journey times. SPH will take reasonable steps to communicate material disruption and, where practicable, offer an alternative.
Where the service is not supplied, is materially different from what was agreed, or does not meet an applicable consumer guarantee, SPH will assess the appropriate remedy under the Australian Consumer Law and the circumstances.
12. Refund Processing
Approved refunds will ordinarily be returned to the original payment method unless another lawful method is agreed. SPH will process its part of the refund within a reasonable period after approval.
Banks, card schemes and payment providers control the time taken for a processed refund to appear in the customer account. SPH is not responsible for processing time that occurs after the refund has been submitted to the payment provider, but will provide reasonable assistance where a refund appears to be delayed.
13. Third-Party and Pass-Through Costs
Where SPH has already incurred a non-recoverable third-party cost specifically for the cancelled or changed booking, such as a disclosed access, parking, permit or other booking-specific charge, SPH may take that cost into account where this was disclosed or is otherwise lawful and reasonable.
SPH will not retain unrelated internal charges merely by describing them as third-party costs and will provide a reasonable explanation of material deductions on request.
14. Duplicate Payments and Payment Errors
If a customer reasonably believes they have been charged twice, charged an incorrect amount or paid for a booking that was not properly recorded, they should contact SPH promptly with the booking reference and payment evidence.
SPH will investigate payment discrepancies and correct confirmed errors. Customers are encouraged to contact SPH before initiating a chargeback so the matter can be investigated quickly; this does not remove any lawful right to dispute a transaction through a bank or card provider.
15. Exceptional Circumstances
SPH may consider exceptional circumstances affecting a cancellation or no-show, including serious medical emergencies, significant transport disruption or other events demonstrably outside the customer's reasonable control.
Any discretionary waiver, credit or adjustment will depend on the circumstances and does not create an ongoing entitlement or alter the terms of other bookings. Statutory rights apply independently of any discretionary assistance.
16. Complaints and Disputes
Customers who disagree with a cancellation charge or refund decision should contact SPH promptly and provide the booking reference, relevant dates, communications and supporting information. SPH will review the matter fairly and respond within a reasonable period.
Complaints will be managed under SPH’s complaints management process. A complaint involving a safety matter or incident will also be escalated through the applicable SPH safety process.
17. Changes to This Policy and Contact Details
SPH may update this policy to reflect changes in law, payment systems, services or operating practices. The version applying to a confirmed booking will ordinarily be the version in effect when that booking was accepted, unless a change is required by law or agreed with the customer.
Contact Sydney Private Hire
Email: info@sydneyprivatehire.com.au
Phone: 0423 752 637
Website: sydneyprivatehire.com.au
Location: Sydney, New South Wales, Australia
