At MAT Chauffeur Services, we are committed to delivering reliable, professional and stress-free airport transfers. We also understand that travel plans can change unexpectedly. That's why we've designed a clear and transparent refund policy to give our customers peace of mind when booking with us.

This policy complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010, which guarantees your rights to a remedy if a service is not provided as agreed.

• Flight Delays: We monitor Melbourne Airport flight schedules in real time. If your flight is delayed, we will adjust your pickup time at no additional cost. You can check live updates at the Melbourne Airport website.
• Missed Flights: If you miss your flight, please notify us as soon as possible. Refunds are not guaranteed, however we will assist in rescheduling your transfer where possible at no extra charge.

• Within our control: If we fail to provide your scheduled transfer due to circumstances within our control (e.g. driver no-show, vehicle breakdown without alternative arranged), you will be eligible for a 100% full refund.
• Outside our control: For delays or failures caused by external factors beyond our control (e.g. major traffic accidents, severe weather events, road closures), refunds may not apply. We will always make every reasonable effort to complete your transfer or arrange an alternative.

We understand emergencies happen. Refund requests due to serious illness, natural disasters, family bereavement or other genuine unforeseen events will be considered on a case-by-case basis. Supporting documentation (e.g. medical certificate, death certificate) may be required.

In such cases, we may offer a full refund, partial refund, or travel credit at our discretion.

• Customers may modify their booking (e.g. change date, time or destination) with at least 24 hours notice before pickup, subject to vehicle availability.
• Same-day modification requests are not guaranteed and may incur additional fees.
• To modify a booking, contact us directly at info@airporttransfer.melbourne or call 0408 416 204.

In situations that fall between our standard refund eligibility criteria, we may at our discretion offer:

• Partial refund: A proportional refund based on the circumstances of the cancellation or service issue.
• Travel credit: A credit applied to a future booking with MAT Chauffeur Services, valid for 12 months from the date of issue.

These options are available particularly in cases of genuine emergencies, illness, or where a partial service was delivered.

If you are not satisfied with the outcome of your refund request, we encourage you to contact us directly to discuss your concerns. We are committed to resolving all disputes fairly and promptly.

• Contact us first at info@airporttransfer.melbourne to allow us the opportunity to resolve your concern.
• If we are unable to reach a satisfactory resolution, you may lodge a complaint with Consumer Affairs Victoria at consumer.vic.gov.au.
• For payment disputes, you may also contact your bank or card provider to initiate a chargeback process where applicable.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a refund or remedy if a service is:

• Not provided with due care and skill.
• Not fit for the purpose you made known to us.
• Not delivered within a reasonable time when no time was agreed.

Nothing in this refund policy limits or excludes your rights under the ACL.

If you have questions about this Refund Policy, please contact us: