Refund Policy | Fair & Transparent Refunds | Campbelltown Transfers
Refund Policy
Fair and transparent refunds - your satisfaction is our priority
Our Fair Refund Policy
At Campbelltown Transfers, we believe in treating our customers fairly. If you need to cancel your booking or if something doesn't go as planned, we've made the refund process as simple and transparent as possible.
FULL REFUND
24+ Hours Before Pickup
Cancel your booking more than 24 hours before your scheduled pickup time and receive a 100% full refund.
Refunds are processed within 3-5 business days to your original payment method.
50% REFUND
12-24 Hours Before Pickup
Cancellations made between 12-24 hours before your pickup are eligible for a 50% refund.
The remaining 50% covers driver allocation and preparation costs.
NO REFUND
Less Than 12 Hours Notice
Cancellations made less than 12 hours before pickup, or no-shows, are generally not eligible for refunds.
Special circumstances may be considered on a case-by-case basis.
SERVICE CREDIT
Credit Alternative
Instead of a refund, you can opt for a service credit valid for 12 months.
Credits can be applied to any future booking with Campbelltown Transfers.
How to Request a Refund
Follow these simple steps to request your refund
1
Contact Us
Reach out via phone, email, or by replying to your booking confirmation. Include your booking reference number.
2
Confirm Details
Our team will verify your booking details and calculate the applicable refund amount based on timing.
3
Choose Option
Select whether you'd like a refund to your original payment method or a service credit for future use.
4
Receive Refund
Refunds are processed within 3-5 business days. Service credits are applied instantly to your account.
Contact Us for Refund Requests
You can request a refund using any of these methods:
- Phone: Call us at 0427 143 612 (available 24/7)
- Email: Send your request to info@campbelltowntransfers.com.au
- Reply to confirmation: Simply reply to your booking confirmation email with "Refund Request"
Please include your booking reference number and reason for the refund request.
Special Circumstances - Full Refund Eligibility
We understand that sometimes cancellations are due to circumstances beyond your control. In the following situations, you may be eligible for a full refund regardless of timing:
- Flight cancellation by airline: If your airline cancels your flight, you're entitled to a full refund with proof of cancellation
- Medical emergencies: Sudden illness or medical emergencies may qualify for full refund with documentation
- Severe weather events: If we're unable to provide safe service due to extreme weather conditions
- Service failure on our part: If we fail to provide the service as booked (driver no-show, etc.)
- Government travel restrictions: Border closures or mandatory quarantine requirements
- Bereavement: Death of an immediate family member with appropriate documentation
Documentation Required
For special circumstance refunds, we may request supporting documentation such as airline cancellation notices, medical certificates, or death certificates. This helps us process your refund quickly and fairly.
Refund Processing Times
Once your refund is approved, here's when you can expect to receive your funds:
- Credit/Debit Card: 3-5 business days (may take up to 10 days depending on your bank)
- PayPal: 1-3 business days
- Bank Transfer: 2-5 business days
- Service Credit: Applied instantly to your account
You'll receive an email confirmation once your refund has been processed. If you haven't received your refund within the expected timeframe, please contact your financial institution first, then reach out to us.
Non-Refundable Situations
To maintain fairness for all customers and our drivers, refunds are generally not available in the following situations:
- No-shows: Failure to appear at the pickup location without prior notice
- Late cancellations: Cancellations made less than 12 hours before pickup (except special circumstances)
- Incorrect booking details: Wrong address or time provided by the customer resulting in missed pickup
- Change of mind: Deciding to use an alternative transport option after booking
- Uncontactable passenger: If we cannot reach you at pickup time and must leave
Important Note
If you realise you've made an error with your booking details, please contact us immediately. We can often make corrections free of charge if notified in advance, avoiding the need for cancellation and rebooking.
Related Information
Learn more about our booking policies