Refund and Cancellation Policy
Last updated June 2026.
This policy explains how cancellations, changes and refunds work when you book and pay for chauffeured travel with The Chauffeur. It sits alongside our Terms of Service.
Cancellations
Plans change, and we keep our cancellation terms fair. Cancel more than 24 hours before your pickup time and you will not be charged, or you will receive a full refund if you have already paid. Cancellations made within 24 hours of pickup may attract a fee of up to 50 percent of the fare to cover the time we have set aside for you.
No-shows
If the chauffeur arrives at the agreed pickup point and cannot reach you after a reasonable wait, and we have had no contact from you, the booking may be charged in full. Please call us if you are running late and we will always do our best to help.
Changes to a booking
You can change the time, pickup, drop-off or vehicle by contacting us. We will do our best to accommodate changes at no cost. Where a change increases the distance, time or vehicle class, the fare may be adjusted to match, and any difference will be charged or refunded.
Refunds
Approved refunds are returned to the original card or payment method through our payment provider, Stripe. Refunds usually appear within five to ten business days, depending on your bank. We do not charge a fee to process a refund.
Overpayments and errors
If you are charged the wrong amount or pay twice in error, contact us and we will correct it promptly. Once we confirm the error, the difference is refunded to your original payment method.
Service not delivered
In the rare event that we cannot provide a vehicle you have booked and paid for, and we cannot arrange a suitable alternative, you will receive a full refund.
How to request a refund
Email thechauffeuraustralia@gmail.com or call +61 468 980 000 with your booking reference and a short note. We aim to respond within one business day.
Your consumer rights
Nothing in this policy limits the rights you have under the Australian Consumer Law. If a service is not provided with due care and skill, you may be entitled to a remedy under that law.