Legal
Cancellation & Refund Policy
Plans change. You can cancel any booking free of charge up to 1 hour before your scheduled pickup time. This page explains exactly what happens after that point, how refunds are paid, and the situations where we won't charge you at all.
Cancellation charges
| When you cancel | Charge |
|---|---|
| More than 1 hour before pickup | No charge — full refund |
| Within 1 hour of pickup | 50% of the fare |
| After the chauffeur has arrived, or no-show | 100% of the fare |
A no-show means the chauffeur has waited beyond the complimentary waiting time set out below and has not been able to reach you. We will always try to call you before treating a booking as a no-show.
Complimentary waiting time
- Airport pickups — 60 minutes free from the time your flight actually lands. We track your flight, so a delayed arrival, slow baggage or a long immigration queue costs you nothing extra.
- All other pickups — 15 minutes free from your booked pickup time.
Beyond the free period, waiting is charged at the vehicle's hourly rate, billed in 15-minute increments. Your chauffeur will contact you before any waiting charge begins.
Changing a booking
Changes are free whenever we can accommodate them. Call us on 0406 981 551 and we will do our best, including at short notice.
If a change materially alters the trip — a different route, a longer duration or a larger vehicle — the fare may be recalculated, and we will confirm the new price with you before it applies. A change requested within 1 hour of pickup that we cannot accommodate is treated as a cancellation.
When we won't charge you
You will not be charged a cancellation fee if:
- Your flight is cancelled or diverted.
- We cannot supply a vehicle or chauffeur for any reason.
- Your chauffeur arrives so late that the journey is no longer of use to you.
- The booking cannot go ahead because of circumstances genuinely beyond your control, such as a serious medical emergency. Tell us what has happened and we will deal with it sensibly.
If we cancel
We will not cancel a confirmed booking except where it is genuinely unavoidable — for example a breakdown, an accident, unsafe conditions, or a driver emergency. If that happens we will tell you as soon as we can, try to arrange an equivalent vehicle, and if we cannot get you on your way you receive a full refund.
How refunds are paid
- Paid online by card — refunded to the same card. Refunds are issued through Stripe, our payment provider, and usually appear on your statement within 5–10 business days depending on your bank.
- Pay in person — if no money has changed hands there is nothing to refund. Where a cancellation fee applies, we will invoice you for that amount only.
- Partial refunds — where a cancellation fee applies, we refund the fare less that fee and email you confirmation of exactly what was refunded and what was retained.
We cannot refund to a different card or account from the one used to pay. Card processing fees charged to us by our payment provider are not recoverable, but we do not pass them on to you.
How to cancel
Cancellations must be made by phone or email so we can confirm them and stop the chauffeur being dispatched. Please quote your booking reference, which starts with SL- and appears on your confirmation email and confirmation screen.
Phone: 0406 981 551 — 24 hours a day
Email: skylinelimos1@gmail.com
A cancellation takes effect when we receive it. If you are cancelling close to your pickup time, please call rather than email so it reaches us in time.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded — including that they will be provided with due care and skill and within a reasonable time. If we fail to meet those guarantees you may be entitled to a refund or compensation, regardless of anything stated above.