Cancellation Policy
Last Updated: 8 February 2025
This Cancellation Policy forms part of the contract between the customer and Your Professional Driver Pty Ltd and applies to all bookings unless otherwise agreed in writing.
This policy must be read together with our Refund and Dispute Policy, Terms and Conditions, Privacy Policy, and Price Guide.
Where any inconsistency exists between documents, this Cancellation Policy prevails to the extent of the inconsistency.
All time references are based on the scheduled pickup time or service start time shown in the booking confirmation.
Definitions
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Booking
Any confirmed transport service reserved with Your Professional Driver, including one way, return, hourly hire, or daily hire services.
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Scheduled pickup time
The pickup time confirmed in the booking confirmation.
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Service start time
The confirmed commencement time for hourly or daily hire services.
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Cancellation
A booking cancelled by the customer prior to service commencement, including cancellations caused by failure to attend.
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No show
A form of cancellation where the passenger fails to present at the agreed pickup location within the applicable waiting period and cannot be contacted using the details provided at booking.
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Waiting period
The included time a driver will wait at the pickup location before a booking is treated as a no show.
ASAP Booking Cancellations
ASAP bookings are bookings made less than 60 minutes before the scheduled pickup time. These can be made by phone only, not via our online booking form or passenger web app.
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Cancellation more than 5 minutes after booking confirmation
AUD $15 cancellation fee
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Cancellation within 5 minutes of booking confirmation
No charge
Standard Booking Cancellations
Standard bookings are point-to-point, to-airport or from-airport bookings made 60 minutes or more before the scheduled pickup time. Hourly and daily bookings are excluded.
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Cancellation within 0 to 12 hours of scheduled pickup time
100 percent cancellation fee
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Cancellation within 12 to 24 hours of scheduled pickup time
50 percent cancellation fee
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Cancellation more than 24 hours before scheduled pickup time
No charge
Special Event Transfer Cancellations
Applies to any booking subject to a Major Event Surcharge, Wedding Surcharge, or other special event surcharge determined by Your Professional Driver Operations at the time of booking confirmation.
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Cancellation within 7 days of the event date
100 percent cancellation fee
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Cancellation within 7 and 14 days of the event date
50 percent cancellation fee
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Cancellation more than 14 days before the event date
No charge
Daily Hire Cancellations
Daily hire services provide the exclusive use of a vehicle and driver for a full day. Each daily hire includes up to 10 hours of service from the service start time. Service may be extended at the applicable base hourly rate, up to a maximum of 12 hours from the service start time. For the avoidance of doubt, all waiting time, including periods when the vehicle is not actively in use by passengers, is included in the total service hours.
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Cancellation within 24 hours of the service start time
100 percent cancellation fee
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Cancellation within 24 and 48 hours of the service start time
50 percent cancellation fee
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Cancellation more than 48 hours before the service start time
No charge
Unused or partially used daily hire time is non-refundable and not subject to refund under any circumstances.
Hourly Hire Cancellations
Hourly hire services provide the exclusive use of a vehicle and driver for the booked period. Service time commences at the confirmed service start time and is charged by the hour. Service may be extended at the applicable base hourly rate, subject to availability. For the avoidance of doubt, all waiting time, including periods when the vehicle is not actively in use by passengers, is included in the total service hours.
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Cancellation within 12 hours of the service start time
100 percent cancellation fee
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Cancellation within 12 and 24 hours of the service start time
50 percent cancellation fee
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Cancellation more than 24 hours before the service start time
No charge
Unused or partially used hourly hire time is non-refundable. Charges apply for the full booked duration. Any service time in excess of the booked hours will be charged at the applicable hourly rate.
No Show Cancellations
A no show is classified as a cancellation that occurs after the driver has arrived at the pickup location and both the complimentary waiting period and the applicable additional waiting period have elapsed without the passenger presenting.
Waiting Periods
Unless otherwise stated in the booking confirmation, the following complimentary waiting periods apply. During this time the driver will wait at no charge to the passenger while contact attempts are made.
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Private residences, hotels, offices, venues and general locations not otherwise specified
10 minutes from scheduled pickup time
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Special Events (applies to concerts, sporting events, festivals, major public events, and other special events as advised at time of booking confirmation)
20 minutes from scheduled pickup time
Passengers are responsible for presenting at the agreed pickup point at the scheduled time. Delays caused by crowd movement, event egress, or security procedures do not extend the waiting period -
Domestic airport arrivals
(a) 30 minutes from actual flight landing time where a valid flight number is provided at the time of booking; or
(b) 10 minutes from scheduled pickup where no flight number is provided, or flight details are incorrect/incomplete
Actual flight arrival time means the time the aircraft lands, not the time the passenger exits the terminal. -
International airport arrivals
(a) 60 minutes from actual flight landing time where a valid flight number is provided at the time of booking; or
(b) 10 minutes from scheduled pickup where no flight number is provided, or flight details are incorrect/incomplete
Actual flight arrival time means the time the aircraft lands, not the time the passenger exits the terminal. -
Cruise terminal arrivals
30 minutes from the later of
(a) the scheduled/advised disembarakation time; or
(b) the driver’s arrival at the designated pickup zone where no scheduled or advised disembarkation time is available -
Hourly/Daily
All hourly and daily bookings commence at the scheduled service start time, with no waiting time included.
Contact Attempts
Upon arrival, the driver will send an SMS to the passenger using the contact details provided at booking. The driver will continue to wait through the complimentary waiting period. If the passenger has not presented by the end of the complimentary waiting period, the driver will attempt to reach the passenger by phone call. If contact is not established, the driver will continue to wait for the applicable additional waiting period before notifying YPD operations and being released from the booking.
Failure to provide accurate or reachable contact details does not extend the complimentary or additional waiting periods.
Additional Waiting Period
Where contact has been established and the passenger has authorised continued waiting, the driver will hold beyond the complimentary waiting period. Waiting time charges apply for all time beyond the complimentary period in accordance with the Price Guide.
Where contact has not been established by the end of the complimentary waiting period, the driver will continue to wait for an additional period at the applicable waiting time rate. At the end of that additional period, should contact still not have been established, the driver will notify YPD operations and be released from the booking. The additional periods are as follows:
- Private residences, hotels, offices, venues, and general locations — 10 minutes
- Special events and cruise terminal arrivals — 20 minutes
- Domestic and international airport arrivals — 30 minutes
No Show Fees and Charges
A booking is classified as a no show at the point the driver is released from the booking.
No shows incur a 100% cancellation fee.
Waiting time charges apply for all chargeable waiting time accrued up to the point of no show classification, in accordance with the Price Guide.
Waiting time charges and the no show cancellation fee are cumulative and reflect full driver attendance, vehicle allocation, and loss of service opportunity.
Provider Cancellations
If Your Professional Driver cancels a booking due to circumstances beyond the customer’s control, including vehicle breakdown, driver unavailability, or safety concerns, a full refund will be issued, and no charges will be levied.
No additional compensation is payable unless required under Australian Consumer Law.
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