Terms & Conditions

Terms & Conditions

By using the 13 Taxi Melbourne Airport website or making a booking with us, you agree to the following Terms & Conditions.
Please read them carefully before booking.

1. Bookings & Confirmation

A booking is confirmed when you receive a booking confirmation containing your booking details or reference number. Online bookings are subject to driver and vehicle availability. In exceptional circumstances, a booking may be declined, and we will notify you as soon as reasonably possible.

You are responsible for providing accurate pickup and drop-off addresses, contact details, passenger information and any special requirements, such as a baby seat, wheelchair accessibility or additional luggage, when making your booking.

2. Fares & Payment

All fares quoted are in Australian Dollars (AUD) and, where applicable, include GST. The fare quoted at the time of booking will apply to the agreed journey unless additional charges are incurred.

Additional charges may apply for:

  • Additional stops not included in the original booking
  • Additional waiting time
  • Excess luggage or special requirements where applicable
  • Cleaning, soiling or damage to the vehicle caused by a passenger
  • Changes to the journey requested after booking

3. Cancellations & Refunds

Cancellation and refund arrangements may depend on how far in advance the booking is cancelled and the circumstances of the cancellation.

Where a cancellation fee applies, the customer will be advised where reasonably possible.

To cancel or change a booking, please contact us as soon as possible and provide your booking details.

Phone: 0450 945 269

4. Waiting Time

For airport pickups, waiting time may depend on the agreed pickup arrangements, flight information and circumstances at the airport.

For other pickups, passengers should be ready at the nominated pickup location at the scheduled time. Additional waiting charges may apply where the driver is required to wait beyond a reasonable complimentary period.

If you expect a delay, please contact us as soon as possible.

5. Passenger Conduct

Passengers must behave in a manner that protects the safety and comfort of the driver and other passengers.

We reserve the right to refuse service or end a journey where a passenger:

  • Is abusive, threatening or aggressive
  • Engages in behaviour that creates a safety risk
  • Damages or deliberately interferes with the vehicle
  • Is intoxicated to a level that creates a safety concern

Where a journey is ended because of serious passenger misconduct, a refund may not be provided.

6. Child Restraints

Passengers travelling with babies or young children are responsible for advising us of their child-seat requirements when booking.

Where a child restraint or baby seat is requested, we will make reasonable efforts to accommodate the request, subject to vehicle availability, applicable requirements and the suitability of the restraint for the child.

Parents or guardians remain responsible for providing accurate information about the child’s age, size and requirements.

7. Luggage & Personal Property

Passengers are responsible for ensuring their luggage and personal belongings are suitable for the selected vehicle.

Please advise us in advance if you are travelling with unusually large, bulky or additional luggage.

Passengers should check the vehicle carefully before leaving and take all personal belongings with them.

If you lose an item during a journey, contact us as soon as possible with your booking details and a description of the item. We will make reasonable efforts to assist with locating and returning lost property.

8. Accessibility & Special Requirements

If you require wheelchair-accessible transportation, additional passenger space, a baby seat or another special travel arrangement, please provide these details when booking.

We will make reasonable efforts to accommodate suitable requests, subject to vehicle availability and the nature of the journey.

Where a particular vehicle or accessibility arrangement is essential, customers should confirm availability with us before travelling.

9. NDIS, TAC & WorkSafe Transport

For NDIS, TAC and WorkSafe-related journeys, eligibility, approvals, funding, invoicing and payment arrangements may depend on the passenger’s individual circumstances and the relevant organisation’s requirements.

Customers are responsible for confirming that their proposed journey is approved or covered where applicable.

Please provide any relevant information when booking and confirm payment arrangements before travelling if required.

10. Changes to a Booking

If you need to change your pickup location, destination, travel time, vehicle or other booking information, please contact us as soon as possible.

Changes may be subject to vehicle availability and may result in an adjustment to the quoted fare.

Additional stops requested after the booking has been confirmed may also result in additional charges.

11. Flight Delays & Airport Travel

For airport bookings, customers should provide accurate flight information where requested.

Flight delays, cancellations, airport congestion, road conditions and other circumstances may affect pickup times. We will make reasonable efforts to accommodate changes where possible, subject to availability.

Passengers should allow sufficient travel time when planning airport journeys.

12. Limitation of Liability

To the extent permitted by Australian law, 13 Taxi Melbourne Airport is not responsible for indirect or consequential losses arising from delays, cancellations, traffic conditions, road closures, missed flights or other circumstances outside our reasonable control.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

13. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, booking processes or legal requirements.

The current version published on this website will apply to bookings made after the updated terms are published.

Continued use of our website or services after an update may constitute acceptance of the revised Terms & Conditions, to the extent permitted by law.

14. Changes to These Terms

If you have questions about these Terms & Conditions, a booking or our services, please contact 13 Taxi Melbourne Airport.