Refund Policy

About this policy

This policy explains when money is refunded on a booking with Family Lane Transfers (ABN 24 695 326 386), and how to ask for a refund. It sits alongside our Terms & Conditions and does not replace them.

Before your booking is confirmed

A quote is not a booking. Until we confirm your booking in writing there is nothing to refund, because nothing has been charged. You can walk away from a quote at any time and owe us nothing.

How and when payment is taken for a confirmed booking is set out in your booking confirmation.

If you cancel

What you are charged depends on how close to the pickup time you cancel. The later it is, the less chance we have of filling the vehicle.

Cancel more than 24 hours ahead and you are refunded everything except a $30 administration fee.

If you change a booking

Changing the time, the addresses, the number of passengers or the child seats is not a cancellation, and we will always try to accommodate it. Tell us as early as you can.

If the change means a different vehicle or a longer journey the price may go up, and we will tell you the new price before we make the change. If it means a smaller vehicle or a shorter journey the price may come down, and the difference is refunded.

If we cancel

If we cancel your booking for any reason, you receive a full refund of everything you have paid. No fee applies.

The same applies if we cannot supply a suitable vehicle. We will tell you as soon as we can and you will not be charged.

No-shows and waiting time

We include a grace period at pickup, and a longer one for airport arrivals to allow for baggage and customs. The exact allowance is in your booking confirmation.

If nobody is at the pickup point after that allowance, the booking is treated as a late cancellation and a fee may apply. Waiting beyond the allowance may be charged at the rate shown in your confirmation.

If you gave us the wrong flight number, or your flight changed and you did not tell us, we may not be there when you land. That is treated the same way.

Child restraints on the day

We fit restraints based on the ages you give us when you book. If a child arrives who needs a restraint we were not told about, we cannot legally or safely carry your family, and a cancellation fee may apply.

If you were charged the wrong amount

If the amount charged is more than the price we confirmed, and the difference is not something you agreed to on the day, we refund the difference. You do not need to argue the point - send us the confirmation and we will check it against what was charged.

Return bookings and unused legs

On a return booking, each leg is treated separately, and the scale above is applied to each one against its own pickup time.

If you travel out and then do not use the return leg without telling us, that leg is treated as a no-show.

Disputed card payments

If something looks wrong on your statement, contact us before raising it with your bank. It is often just a booking reference you do not recognise, and a quick call sorts it out.

Raising a chargeback does not remove your rights, and nothing here prevents you from going to your bank. It is simply slower for both of us than a phone call.

How refunds are paid

Approved refunds go back to the payment method you used. We aim to process them within 10 business days of approving the refund. How long the money then takes to appear depends on your bank or card provider.

We do not charge a fee for processing a refund. Two things are outside our control and are not refunded: a card or payment surcharge taken by the payment provider, and any fee your own bank deducts on an international transfer.

When a refund is not given

So there are no surprises, these are the cases where money is not returned:

• A cancellation made less than 3 hours before pickup.
• A no-show, where nobody is at the pickup point once the grace period has passed.
• Leaving the pickup point without telling us, while the driver is still waiting for you.
• Booking details you gave us that were wrong, where the journey could not go ahead because of it.
• A leg of a return booking you chose not to use without telling us.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that we provide them with due care and skill and within a reasonable time.

Nothing in this policy limits those guarantees. If we fail to meet one, you may be entitled to a remedy, which can include a refund. This policy applies on top of those rights, not instead of them.

Asking for a refund

Get in touch using the details below and tell us the booking date, the pickup address and what went wrong. You do not need a form.

We will acknowledge your request and come back to you with a decision and the reasons for it. If you are not happy with the outcome, tell us and we will look at it again.

You can also raise a concern about a point to point transport service with the NSW Point to Point Transport Commissioner at pointtopoint.nsw.gov.au.

Changes to this policy

We may update this policy from time to time. The version that applies to your booking is the one published when we confirmed it.