Refund Policy

Last Updated: 8 October 2026

At Lux-Ride, we are committed to providing reliable, professional, and premium chauffeur transportation services across Melbourne and throughout Australia.

1. Non-Refundable Bookings

Once a booking has been confirmed and payment has been processed, the booking is considered final and non-refundable.

Refunds will generally not be provided for:

• Customer cancellation after the booking has been confirmed.
• Change of plans or change of travel arrangements.
• Missed flights, trains, appointments, or other personal schedules.
• Customer arriving late for the scheduled pickup.
• Failure to attend or use the booked service.
• Change of destination after the booking has been confirmed.
• Change of travel plans or itinerary.
• Incorrect pickup or drop-off information provided by the customer.
• Failure to provide the correct contact details.
• Traffic delays, road closures, weather conditions, or other circumstances outside Lux-Ride's reasonable control.
• Requests to cancel because the service is no longer required.
• Any unused portion of a booking where the service was available and the customer chose not to use it.

2. Exceptional Refund Circumstances

Although bookings are generally non-refundable, Lux-Ride may consider a refund where there has been a significant failure by Lux-Ride to provide the booked transportation service.

Examples of circumstances where a refund may be considered include:

• The assigned chauffeur fails to arrive for the confirmed booking.
• Lux-Ride is unable to provide the booked transportation service.
• The booked vehicle or service is unavailable due to an issue caused by Lux-Ride and a suitable replacement cannot be provided.
• A major service failure occurs that prevents the customer from receiving the booked transportation service.
• Another serious circumstance occurs that, at Lux-Ride's reasonable discretion, justifies a refund.

A refund is not automatic simply because a service issue has occurred. Each case will be reviewed individually based on the circumstances, booking records, communications, and other relevant information.

3. Driver No-Show

If a confirmed Lux-Ride chauffeur does not arrive for the scheduled pickup and Lux-Ride is unable to provide a reasonable replacement service, the customer may be eligible for a full refund of the affected booking.

Customers should contact Lux-Ride as soon as possible if their chauffeur has not arrived so that we can investigate the situation and, where possible, arrange an alternative vehicle or chauffeur.

4. Service Not Successfully Provided

If Lux-Ride accepts a booking and, due to a significant issue caused by Lux-Ride, the transportation service cannot be provided, Lux-Ride may approve a full or partial refund depending on the circumstances.

Where an alternative vehicle or chauffeur is successfully arranged and the booked transportation service is completed, a refund will generally not be applicable.

5. Partial Refunds

In certain exceptional circumstances, Lux-Ride may determine that a partial refund is appropriate rather than a full refund.

The amount of any approved partial refund will be determined based on the nature and extent of the service failure.

6. Customer Cancellation

Customer cancellations do not normally qualify for a refund. Once a booking has been confirmed, Lux-Ride may have allocated a chauffeur, vehicle, time, and operational resources specifically for that booking.

For this reason, cancellation by the customer does not create an automatic right to a refund.

7. Flight Delays and Changes

Flight delays, flight cancellations, missed flights, changes to flight schedules, or changes to travel plans do not automatically qualify for a refund.