1. Requesting a cancellation or change
Contact bookings@gracelinechauffeurs.com.au as soon as possible and include your request reference and the journey you wish to cancel or change. Cancellation timing is assessed against the scheduled pickup using the relevant pickup location time. Keep a record of when you notified us.
A material change to a confirmed journey is subject to availability, acceptance and possible fare recalculation. It is not confirmed simply because a message has been sent.
2. Customer cancellation of a confirmed journey
| Notice before scheduled pickup | Cancellation charge |
|---|---|
| 24 hours or more | No cancellation charge |
| 6 hours or more, but less than 24 hours | 50% of the confirmed fare |
| Less than 6 hours | 100% of the confirmed fare |
| No-show | 100% of the confirmed fare |
The confirmed fare is the fare agreed for the affected journey. This schedule is subject to your Australian Consumer Law rights and the airline-cancelled-flight and Graceline-cancellation exceptions below.
Where a captured payment exceeds the applicable cancellation charge, the balance is refundable. A request that Graceline declines before confirmation is not a customer cancellation of a confirmed booking: no payment is taken and the authorisation is released.
3. Waiting and no-shows
For non-airport pickups, the first 15 minutes after scheduled pickup are complimentary. Waiting after 15 minutes and up to 30 minutes costs $2 per minute. At 30 minutes, if the passenger has not arrived despite reasonable contact attempts, Graceline may treat the journey as a no-show and the chauffeur may leave.
A no-show costs 100% of the confirmed fare. The earlier waiting charge is not stacked on top of that no-show fare.
For airport pickups with nominated flight details, waiting is measured from recorded actual flight arrival, with 60 minutes complimentary and $2 per minute after 60 minutes up to 90 minutes. A late flight does not itself attract waiting charges.
Beyond 90 minutes, our intended service is to continue waiting and complete your airport journey at the Extended Airport Waiting rate. For a completed journey, that charge equals 100% of the original confirmed fare, making the total 200%. This replaces the earlier $2-per-minute airport waiting charge.
Continued airport waiting may end only if exceptional operational or safety circumstances make further waiting impossible, or if the customer cannot be contacted after reasonable attempts. Routine scheduling or ordinary availability alone is not a reason to end extended airport waiting. Where contact is possible, Graceline will explain the circumstances and make reasonable efforts to discuss alternatives.
Beyond 90 minutes, if the customer cannot be contacted after reasonable attempts and the journey is concluded as a no-show, only the normal 100% no-show fare applies. Inability to complete the journey because of exceptional operational or safety circumstances is not in itself a passenger no-show; the Graceline-cancellation, refund and consumer-rights provisions apply. There is no Extended Airport Waiting charge for an uncompleted journey. See the Booking Terms & Conditions for the complete waiting arrangements.
4. If Graceline cancels
If Graceline cannot provide and cancels a confirmed journey, we refund the affected journey in full where payment has been captured. Where payment has not been captured, the authorisation is released rather than captured.
5. If the airline cancels your flight
No cancellation charge applies to the affected airport transfer when the airline cancels your flight. If payment is uncaptured, the authorisation is released or cancelled. If payment is captured, the affected journey receives a full refund.
Alternatively, you may request rescheduling, subject to availability. Notify us of the cancellation or changed flight information as soon as reasonably possible.
6. Refund processing and bank settlement
Where a refund is due, Graceline processes it within five business days. This is our processing period, not a promise that money will appear in your account within five business days. After processing, your bank, card issuer or payment provider controls settlement timing.
Cancelling an uncaptured authorisation releases a temporary hold; it is different from refunding a captured payment. Your bank or card provider controls how quickly that pending hold disappears. Automatic timed authorisation release is not currently enabled.
7. Your consumer rights
Nothing in these terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Contact bookings@gracelinechauffeurs.com.au if you believe a cancellation or waiting charge has been applied incorrectly or you need help with a refund.