We strive to offer seamless and reliable transportation services for our customers. We understand that sometimes plans change, and we want to ensure you are informed and have the flexibility to manage your bookings with us.
This Refund & Cancellation Policy outlines the conditions under which cancellations are accepted and the refund process is initiated. It is important that you read and understand the terms detailed in this policy before making a booking with us.
1. Overview of Our Refund & Cancellation Policy
We aim to provide a hassle-free experience when booking transportation services with Mornington Peninsula Cabs. However, due to the nature of our services and operational logistics, we have implemented the following guidelines for cancellations and refunds:
- Full Refund: Customers are eligible for a full refund of the booking fee if the booking is cancelled at least 2 hours before the scheduled pick-up time.
- Partial Refund or No Refund: If the cancellation is made less than 2 hours before the scheduled pick-up time, no refund will be issued.
2. How to Cancel a Booking
To ensure smooth processing of cancellations, please follow the outlined steps:
a) Online Cancellation
- If you have booked online through our website or app, simply log in to your account, navigate to your booking details, and select the Cancel Booking option.
b) Phone Cancellation
- Alternatively, if you prefer to cancel via phone, contact our customer service team directly at [Insert Phone Number]. Please ensure that you provide your booking reference number and relevant details to facilitate the cancellation process.
c) Email Cancellation
- You can also cancel via email by sending your cancellation request to [Insert Email Address]. Include your booking details, such as the reservation ID, name, and pick-up time, to ensure we process your request promptly.
3. Full Refund Eligibility
To qualify for a full refund, cancellations must be made at least 2 hours before the scheduled pick-up time. Refund requests can be submitted through the methods mentioned above. If you meet this condition, we will process the full refund to the payment method you used at the time of booking.
Please note that refunds may take up to 5-7 business days to appear in your account, depending on your bank or payment processor. For payments made via credit card, the refund will be issued to the same card used for payment.
4. No Refund or Partial Refund Policy
a) Cancellations Less Than 2 Hours Before Pick-Up
- If a cancellation is made less than 2 hours before the scheduled pick-up time, no refund will be issued. This is due to the allocation of a vehicle and the planning required to meet your booking request.
b) Exceptions
- In exceptional circumstances (e.g., medical emergencies, unforeseen circumstances), Mornington Peninsula Cabs may, at its discretion, provide a partial refund or waive cancellation fees. This is determined on a case-by-case basis and must be supported by valid documentation, such as a doctor’s certificate or other relevant proof.
5. No-Show Policy
If you do not show up for your scheduled booking and have not provided prior notice of cancellation, no refund will be issued. A no-show is defined as a situation where the passenger is not present at the designated pick-up location at the agreed time.
To avoid no-show charges, please ensure that you are at the pick-up location on time. If you are delayed or unable to make the booking, please inform our team as soon as possible to discuss your options.
6. Special Circumstances
a) Vehicle Failure or Operational Issues
In the event that Mornington Peninsula Cabs is unable to provide a service due to mechanical failure or other operational issues on our part, you will be entitled to a full refund. Additionally, we will work with you to find an alternative solution or provide an alternative vehicle if possible.
b) Service Disruption Due to Weather or Force Majeure
In cases of extreme weather conditions, natural disasters, or other force majeure events (events beyond our control), cancellations may occur. Mornington Peninsula Cabs will notify customers of service disruptions as soon as possible. In such cases, we may offer:
- Full Refund: If the service is unable to be provided at the time of booking due to these circumstances.
- Rebooking Option: If you wish to reschedule your service to a later time or date, we will assist with rebooking, subject to availability.
Refunds or rebooking options in these situations will be provided at the discretion of Mornington Peninsula Cabs.
7. Refund Processing
Once a cancellation is confirmed, and eligibility for a refund is determined, the refund process will be initiated. Please allow for the following:
- Refunds will be processed to the same payment method used for the original booking.
- Refund processing may take up to 5-7 business days, depending on your bank or payment provider.
- If the payment was made via a third-party service (e.g., PayPal or a credit card company), the refund may be subject to additional processing time dictated by those providers.
8. Customer Satisfaction Guarantee
At Mornington Peninsula Cabs, we are committed to customer satisfaction and providing high-quality transportation services. If for any reason you are not satisfied with your ride, we encourage you to contact us as soon as possible so we can address the issue. While refunds are typically only issued in accordance with our cancellation policy, we are happy to discuss your concerns and work toward a satisfactory resolution.
9. Changes to the Policy
Mornington Peninsula Cabs reserves the right to update or amend this Refund & Cancellation Policy at any time. Customers will be notified of any significant changes via our website or by direct communication (email or SMS) where necessary. The updated policy will be effective immediately once it is published.
By booking with Mornington Peninsula Cabs, you acknowledge that you have read, understood, and agreed to our Refund & Cancellation Policy. We aim to provide a transparent, flexible, and customer-focused experience and will assist in any way we can to ensure your transportation needs are met.
