Booking & Cancellation Policy
Free cancellation up to an hour before pickup — fair, clear, and flight delays are never your problem.
1. Confirmation & payment
Website and message bookings generate a reference (format GR8-XXXXX) immediately. No card details are entered on this website to make a request. Once we personally confirm your trip — usually well within the hour, 24/7 — we send you a secure payment link generated through Square, and you pay the full fixed fare in advance by credit or debit card. Your booking is locked once payment is received. Approved corporate, NDIS and aged-care accounts may be invoiced monthly instead by prior arrangement.
2. Free cancellation — up to 1 hour before pickup
Cancel any booking free of charge up to 1 hour before your scheduled pickup time, for any reason, with a full refund of any amount paid. There is no fee and no fuss.
3. Cancellations within 1 hour of pickup
If you cancel within the final hour before your scheduled pickup time, a cancellation fee of 30% of the quoted fare applies. This covers the driver who has been assigned to you and is already travelling to your pickup point. The remaining 70% of any amount paid is refunded.
- Example: on a $300 fare cancelled inside the final hour, the fee is $90 and $210 is refunded.
- Changes: moving your pickup time or details is free whenever we can accommodate it — just contact us as early as you can and we’ll do our best.
4. Flight delays
Airport pickups are flight-tracked, so a delayed flight is never treated as a late cancellation. Your pickup and your free waiting window (2 hours international, 1 hour domestic) move with your actual landing time. If your flight is cancelled, tell us as soon as you know and we will move or cancel the booking without penalty.
5. Waiting time
Non-airport pickups include 15 minutes free from the booked time. Beyond any free window we will contact you before any waiting charge applies; wait-and-return bookings are quoted as a single upfront price.
6. No-shows
If we cannot locate or reach you within a reasonable period after your free waiting window at the confirmed pickup point, the booking is treated as a no-show and the full fare is payable, reflecting the committed vehicle and chauffeur. We call, message and wait before we ever get to this point.
7. Our cancellations
In the rare event we must cancel and cannot provide a suitable alternative, you receive a full refund of all amounts paid — plus our genuine apology, which we intend never to need.
8. Refunds
Approved refunds are returned to the original card through Square, normally within 5 business days (your bank may take a little longer to show it). Nothing in this policy limits your rights under the Australian Consumer Law, including your rights where a service is not provided with due care or as agreed.
Questions? bookings@gr8transfers.com.au · +61 406 666 664 (24/7).