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Refund and Dispute Policy

Refund and Dispute Policy

Last Updated: 8 February 2026

This Refund and Dispute Resolution Policy forms part of the contractual terms governing services provided by Your Professional Driver Pty Ltd.

It must be read together with our Terms and Conditions, Cancellation Policy, Privacy Policy, and Price Guide.

If there is any inconsistency between this policy and another document, this policy applies to the extent of that inconsistency.

Refund and dispute processes are applied consistently and in accordance with Australian Consumer Law.

Nothing in this policy limits or excludes any rights or remedies available to customers under applicable consumer protection legislation.

Refunds

Refunds may be issued in the following circumstances.

  • Customer Cancellation

    Where a customer cancels a booking, any refundable amount remaining after deduction of applicable cancellation or no show fees will be refunded in accordance with the Cancellation Policy.

  • Overpayment

    If a customer overpays due to customer error or an error by Your Professional Driver, the excess amount will be refunded

  • Service Not Rendered or Material Service Failure

    Where a service is not provided as agreed, or where a material failure occurs that falls short of the agreed service standard, a refund may be issued following assessment under the dispute resolution process.

  • Provider-Cancelled Services

    If Your Professional Driver cancels a booking for any reason, including driver unavailability or operational issues, a full refund will be issued.

Refund Processing Timeframes

Approved refunds are processed within 7 to 10 business days

Refunds are issued to the original payment method unless otherwise required by law

Dispute Resolution

Your Professional Driver is committed to resolving disputes promptly, fairly, and transparently.

  • Initial Resolution

    Customers should contact our support team at [email protected] with details of the issue.

    We will review the matter and respond within a reasonable timeframe

  • Escalation

    If a satisfactory resolution cannot be reached, customers may escalate the matter through applicable external dispute resolution channels or relevant regulatory authorities