At Merlux Chauffeur Services, we value your trust and deliver a seamless travel experience. This Refund & Returns Policy explains how we handle cancellations, refunds, and booking changes.
✅ Cancellations by Customers
- Free Cancellation Window: Cancel your booking at least 24 hours before pickup to receive a full refund (for prepaid bookings).
- Late Cancellations: If you cancel within 24 hours of pickup, we charge up to 50% of the fare.
- No-Shows: If you fail to show up at the pickup location and time, we cannot issue a refund.
💳 Refunds for Payments
- Credit/Debit Card Payments: When you cancel within the refund period, we process the refund to the same card. Expect the amount in 3–7 business days.
- Cash on Pickup: If you cancel within the free cancellation window, no charges apply. Repeated last-minute cancellations may affect your future bookings.
- Payment Failures: If your card payment fails or is declined, the system will not confirm your booking.
🚖 Service Issues & Complaints
If you face issues with your ride (vehicle condition, chauffeur behaviour, delays), contact us within 48 hours. We review your case and may offer a partial or full refund if justified.
🔄 Changes to Bookings
- Request booking changes (pickup time, location, or vehicle type) up to 12 hours before pickup.
- We confirm changes based on availability and adjust pricing if needed.
⚠️ Non-Refundable Situations
You cannot claim a refund if:
- You fail to arrive at the pickup location.
- You cancel after the scheduled pickup time.
- You misuse our service, break our terms, or commit fraud.
📩 How to Request a Refund
To request a refund or cancel a booking:
- Email us at info@merlux.com.au
- Call us at +61 426 444 449
Include your Booking Reference Number and contact details for faster processing.
🔒 Policy Updates
Merlux Chauffeur Services may update this Refund & Returns Policy anytime. We publish changes on this page, and they take effect immediately.