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How changes, cancellations, no-shows and waiting time work. Tell us early and in almost every case there is no charge.
Last updated: 27 October 2026
Plans move, and we expect that. Tell us as early as you can and there is no charge in almost every case.
What we ask is simple. Let us know before the driver is already on the way, because at that point the trip has started costing us.
To change or cancel, call 1300 305 276 at any hour. A real person answers, day or night.
Changes are free. Call us and we will shift the pickup time, change the address, swap the vehicle or adjust the passenger count rather than charging you for it.
If the change makes the trip longer or needs a bigger vehicle, the fare may change. In that case we requote before anything is confirmed, so you always know the price in advance.
For an ordinary local trip, cancel at least one hour before the pickup time and there is no charge.
Inside that hour we will usually still waive it, particularly if the driver has not yet been dispatched. However, if a driver is already en route, a cancellation fee may apply to cover the trip out.
Airport runs are scheduled further ahead, so we ask for a little more notice.
Cancel at least twelve hours before a departure pickup and there is no charge. For arrivals, tell us as soon as you know your plans have changed, because we may already be tracking the flight.
If your flight is cancelled or rescheduled by the airline, there is no cancellation fee. We simply move or cancel the booking. Flight tracking is explained on our airport transfers page.
These vehicles are allocated specifically to your booking, which means we turn other work away to hold them.
For a maxi van, a wheelchair accessible vehicle or a multi-vehicle group booking, please give us at least twenty-four hours notice. Beyond that there is no charge.
Inside twenty-four hours we will do our best to refill the slot. Consequently, a fee only applies where we cannot.
A no-show is when the car arrives, waits out the free waiting period and nobody appears, with no call to us.
No-shows may be charged, because the driver has completed the trip out and held the time. A single phone call avoids this entirely, so please ring us if you are delayed or no longer need the car.
Every booking includes a free waiting period. Local pickups include a short grace period, and airport arrivals include longer, since immigration and baggage claim take time.
Waiting beyond that period may be charged. Nevertheless, if you call and tell us you are running late, we will usually hold the car rather than start charging.
Occasionally we have to cancel, usually because of a breakdown, an incident or conditions that make a route unsafe.
In that case you pay nothing. We will tell you as early as we can and, wherever possible, send a replacement vehicle instead.
The same notice periods apply to account and scheme-funded travel.
Where a cancellation fee does apply, it appears on the monthly invoice or the claim rather than being collected at the kerb. Schemes have their own rules about what they will pay, so late cancellations on funded travel may fall back to the account holder.
Most trips are paid at the end, so there is usually nothing to refund on a cancellation.
Where you have prepaid and the booking is cancelled within the notice periods above, we refund in full by the original payment method. Nothing in this policy limits your rights under the Australian Consumer Law.
Phone is the only reliable way, because it reaches dispatch immediately. Call 1300 305 276 at any hour and quote the pickup name, date and time.
Email works for bookings further out. Write to book@easterntaximelbourne.com.au, but please call instead if your trip is within the next few hours.
Questions about this policy? Call us, or use our contact page. You can also read our terms of use and privacy policy, or make a new booking on the booking page.
