Refund Policy

At Velaré Chauffeurs, we aim to provide a seamless and reliable booking experience. This policy explains how cancellations, changes, and refunds are handled across our chauffeur and transportation services.

1. Cancellations by You

• More than 24 hours before pick-up: Cancellations are eligible for a full refund.
• Within 24 hours of pick-up: A cancellation fee of up to 50% of the fare may apply.
• Within 3 hours of pick-up, or no-shows: The full fare may be charged, as the vehicle and driver have already been allocated and prepared for your booking.

Refunds for eligible cancellations are processed back to your original payment method within [insert timeframe, e.g. 5–10 business days].

2. Changes to Your Booking

• Requests to change the date, time, pick-up/drop-off location, or vehicle type are subject to availability.
• Changes made with reasonable notice (e.g. more than 24 hours before pick-up) will not incur a fee, provided the new booking is of equal or greater value.
• Changes made close to the scheduled pick-up time may be treated as a cancellation and rebooking, and cancellation fees above may apply.

3. Cancellations by Us

If we need to cancel a confirmed booking (e.g. due to vehicle unavailability, safety concerns, or circumstances beyond our control), you will receive a full refund or the option to rebook at no additional cost. We will notify you as early as possible in these circumstances.

4. Delays and Disruptions Beyond Our Control

We are not liable to provide a refund for delays caused by circumstances beyond our reasonable control, such as traffic, road closures, weather events, or flight delays. However, we will always make reasonable efforts to minimise disruption to your journey.

5. Deposits

Where a deposit has been paid to secure a booking, the deposit amount is subject to the same cancellation terms outlined in Section 1, unless otherwise agreed in writing at the time of booking.

6. Corporate and Account Bookings

Refunds and cancellation terms for corporate or business accounts may differ based on your account agreement. Please refer to your account terms or contact us directly for details.

7. How to Request a Refund or Cancellation

To cancel a booking or request a refund, please contact us as soon as possible:

Velaré Chauffeurs
Email: info@velarechauffeurs.com.au
Phone: 1300 650 677

Please include your booking reference, name, and scheduled pick-up date/time to help us process your request quickly.

8. Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law, including your right to a refund where our services are not provided with due care and skill, or are not fit for purpose.