Last updated: 7 October 2026
Swan Chauffeur understands that plans change. Our cancellation policy is designed to be fair to both our customers and our drivers, who often commit significant time and resources to each booking.
| Notice Given | Charge |
|---|---|
| More than 24 hours before pickup | No charge, full refund |
| 4 to 24 hours before pickup | 50% of the booking fare |
| Less than 4 hours before pickup | 100% of the booking fare |
| No-show | 100% of the booking fare |
These timeframes apply to transfers, airport runs, hourly hire, weddings, events and Swan Valley wine tours.
Because a full day tour is planned and held well ahead, it has its own terms rather than the shorter notice periods used for transfers. Cancel more than 7 days before the tour for a full refund. Between 72 hours and 7 days before, 50 per cent is refunded. Inside 72 hours the tour is not refundable. You can move your tour to another date at no charge with at least 72 hours notice, subject to availability. Cancellations and date changes need to be sent in writing by email or confirmed by phone. This does not limit your rights under the Australian Consumer Law.
To cancel a booking, please contact us directly using the details on your confirmation email:
Please have your booking reference number ready. Cancellations are not accepted via social media or the website contact form.
Eligible refunds are processed to the original payment method within 5–10 business days, depending on your card issuer. You will receive an email confirmation once the refund has been initiated.
A no-show is recorded when a passenger cannot be located at the confirmed pickup address within the complimentary grace period and does not respond to contact attempts by the driver:
In the event of a no-show, the full fare will be charged and no refund will be issued.
Swan Chauffeur recognises that genuine emergencies occur. If you need to cancel due to a medical emergency, bereavement, or other exceptional circumstance, please contact us as soon as possible. We will review each case individually and, at our discretion, may waive or reduce the cancellation charge.
In the rare event that Swan Chauffeur must cancel your booking due to vehicle breakdown, driver unavailability, or circumstances beyond our control, you will receive a full refund and we will make every reasonable effort to arrange an alternative vehicle or refer you to a suitable provider.
This does not limit your rights under the Australian Consumer Law. Where a service is not provided as agreed, you are entitled to the remedies the law gives you.
If you have questions about this policy, please contact us at book@swanchauffeur.com.au or call 1300 818 033.
Questions about this page? Contact us at book@swanchauffeur.com.au or call 1300 818 033.
