Refund & Cancellation Policy
Last updated: June 2026
This Refund & Cancellation Policy applies to all bookings made with Crownvel, operated by Muhaya Safari Business Pty Ltd (ABN: 73 666 802 651). By making a booking with us, you agree to the terms below. This policy forms part of our Terms of Service.
1. Cancellation Fees
| Cancellation Time | Fee |
|---|---|
| More than 24 hours before pickup | Free cancellation — full refund |
| 12–24 hours before pickup | 50% of fare |
| Less than 12 hours before pickup | 100% of fare |
| No-show | 100% of fare |
To cancel a booking, contact us via email or phone at least 24 hours before your scheduled pickup time for a full refund.
2. How Refunds Are Processed
- Approved refunds are issued to the original payment method used at booking, processed securely through Square.
- Refunds are typically processed within 5–10 business days, depending on your bank or card issuer.
- All amounts are in Australian Dollars (AUD) and include GST.
- You will receive an email confirmation once your refund has been initiated.
3. Non-Refundable Charges
The following are generally non-refundable once a trip has commenced or been provided:
- Waiting-time fees and additional stops already incurred
- Completed trips and partially completed journeys
- No-show bookings (where the chauffeur attended but the passenger did not appear)
Major-event bookings (e.g. F1 Grand Prix, Melbourne Cup, Australian Open) may be subject to stricter cancellation terms due to high demand — these will be confirmed at the time of booking.
4. How to Request a Cancellation or Refund
To cancel a booking or request a refund, contact us with your booking number:
This policy does not limit your rights under the Australian Consumer Law.