Cancellation & Refund Policy

Effective date: 16 August 2026

This Cancellation and Refund Policy explains how cancellations, booking changes, no-shows and refunds are handled for transportation bookings requested or arranged through Sydney Cabs Online.

This Policy should be read together with our Terms & Conditions and Privacy Policy .

Sydney Cabs Online operates under the registered business name SYD Cabs Online, ABN 56 039 059 513.

Nothing in this Policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable Australian or New South Wales law.

Booking Requests and Confirmed Bookings

Submitting a booking form through our website is a request for transportation and does not necessarily mean that a vehicle has already been allocated.

A booking should be treated as confirmed when Sydney Cabs Online, or the transport provider handling the journey, provides confirmation of the booking.

Cancellation conditions may differ depending on whether the booking is still being processed, confirmed, allocated to a driver, or the driver has already travelled towards the pickup location.

Cancellation Before Booking Confirmation

If you withdraw a booking request before it has been confirmed, we will cancel the request where it is reasonably possible to do so.

If payment has already been collected for a booking request that is cancelled before confirmation and no transportation service has been supplied, the prepaid amount will generally be returned, subject to any lawful and clearly disclosed amount that may apply to the transaction.

Cancellation After Confirmation

You may ask to cancel a confirmed booking before the journey begins.

If a cancellation condition or cancellation fee applies to your particular booking, it will only apply where that condition was properly disclosed before or when the booking agreement was made and is permitted by applicable law.

Where a prepaid booking is cancelled and a lawful cancellation amount applies, any remaining refundable balance will be returned to you.

Cancellation terms will not be changed after the booking merely to impose a greater cancellation charge than the condition you originally accepted.

Cancellation After a Driver Has Been Dispatched

If you cancel after a driver has been allocated and has started travelling towards the pickup location, costs may already have been incurred in attempting to provide the booked service.

A cancellation charge may apply in these circumstances only where the applicable charge or method of calculating it has been properly disclosed for the booking and the charge is permitted by law.

Where a booking was prepaid, any amount that remains refundable after an applicable lawful cancellation charge will be returned using the refund process described below.

Passenger No-Shows

A passenger may be treated as a no-show where a driver attends the confirmed pickup location at the relevant time, makes reasonable efforts to locate or contact the passenger, and the passenger does not present for the journey.

Where a disclosed no-show or cancellation condition applies, a charge may be made subject to the booking terms and applicable law.

We recommend keeping the telephone number provided with your booking available around your scheduled pickup time so that the driver or booking team can contact you if necessary.

A customer will not automatically be treated as a no-show where the failure to provide the service was caused by the driver attending the wrong confirmed location, a material failure by the service provider, or another circumstance for which the passenger was not responsible.

Booking Changes and Amendments

You may request changes to a booking, including changes to the pickup location, destination, pickup time, number of passengers or vehicle requirements.

A requested change is subject to availability and confirmation.

Where a requested change materially changes the journey, a revised fare estimate may be provided. Any revised fare or applicable variation must be communicated before the changed journey begins and accepted as required by applicable NSW point to point transport law.

If we cannot accommodate your requested amendment, you may choose whether to proceed with the existing confirmed booking or request cancellation, subject to the cancellation conditions applicable to that booking.

Airport Bookings, Flight Delays and Flight Cancellations

When requesting an airport pickup, you should provide accurate flight details, terminal information and a contact number.

Where flight details are supplied, they may be used to assist with coordinating the pickup. Airline schedules, immigration processing, baggage delays, airport congestion and other matters may affect the actual pickup time.

If your flight is delayed, cancelled or changed, please notify Sydney Cabs Online as soon as reasonably possible if the updated information is not already known to us.

A flight cancellation or schedule change does not automatically create a statutory refund entitlement for a separate transportation booking where the transportation provider has not failed to provide the service.

However, we will consider whether the booking can be amended or cancelled according to the booking status, the terms disclosed for your booking and any rights available under applicable law.

Refunds Where There Is a Problem With the Service

Australian Consumer Law provides consumer guarantees in relation to services.

Where a service has a major failure covered by the Australian Consumer Law, the customer may have the right to cancel the service contract and obtain a refund for the unused portion of the service or compensation for its reduced value.

Where a failure is not a major failure, the service provider may have an opportunity to rectify the problem within a reasonable time. If the problem is not rectified within a reasonable time, further remedies may become available under the Australian Consumer Law.

Depending on the circumstances, a customer may also have rights relating to reasonably foreseeable loss or damage caused by a failure to meet an applicable consumer guarantee.

Duplicate, Incorrect or Unauthorised Charges

If you believe you have been charged twice for the same booking, charged an incorrect amount, or charged for a booking that you did not authorise, please contact us promptly.

We may ask you to provide information such as your booking reference, travel date, payment receipt or relevant transaction information so that the matter can be investigated.

If we determine that an amount was charged by us in error, the incorrect amount will be refunded or otherwise corrected.

How Approved Refunds Are Processed

Where a refund is due, we will generally process the refund using the same payment method used for the original transaction where reasonably available.

We will process approved refunds as soon as reasonably practicable after the refund has been confirmed.

After we process a refund, additional processing time may be required by your bank, card issuer or payment service provider before the funds appear in your account.

If the original payment method cannot reasonably be used for the refund, we may contact you to arrange another appropriate refund method.

Change of Mind

Australian Consumer Law does not generally require a service provider to provide a refund simply because a customer changes their mind where the service otherwise complies with the applicable consumer guarantees.

Where you cancel because your travel plans have changed, the cancellation will therefore be dealt with according to the cancellation conditions disclosed for the booking and applicable law.

Refund Complaints and Disputes

If you disagree with a cancellation charge, refund decision or payment outcome, please contact Sydney Cabs Online first so that we can review the matter.

Please provide the relevant booking and payment information together with an explanation of the issue.

If the matter cannot be resolved directly, nothing in this Policy prevents you from exercising any rights available through NSW Fair Trading, the Australian Consumer Law, a court, tribunal or another relevant authority.

Changes to This Policy

Sydney Cabs Online may update this Cancellation and Refund Policy from time to time to reflect changes to our services, booking processes or applicable requirements.

The latest version will be published on this website with the applicable effective date.

We will not use a later version of this Policy to retrospectively impose a materially higher cancellation charge on a booking where a different cancellation condition had already been agreed.