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Login to your account Register accountWe work hard to deliver a smooth, reliable service. If something goes wrong, this policy explains when you can receive a refund and how to request one.
1) When you’re eligible for a refund
A. Cancellation by OTS Taxi
If we cannot provide your booking for a reason within our control (e.g., driver unavailability, vehicle failure), you’ll receive a full refund.
B. Cancellation by you (based on the scheduled pickup time)
More than 24 hours before: Full refund.
Within 24 hours: No refund (non-refundable window).
No-show: If the driver attends the pickup point and you’re not present/reachable, no refund.
C. Billing errors
If you’ve been incorrectly charged, contact us within 7 days. Verified overcharges will be refunded for the difference.
Time zone: All cut-offs are calculated in the local time of the pickup location.
2) Situations that are not refundable
Incorrect or incomplete booking details provided by the passenger that prevent service delivery.
The driver arrives on time at the specified location, but the trip cannot proceed for reasons outside OTS Taxi’s control (e.g., no show, refusal to travel, incorrect address provided).
Changes requested after the trip has started (e.g., additional stops, new destination).
Services already used or partially used (including trips cancelled after departure).
3) How to request a refund
Email [email protected] with:
Booking reference (e.g., UQ4DS9)
What happened and when
Any supporting documents (screenshots, receipts)
We’ll review your request and, if approved, process the refund within 5–7 business days to your original payment method. Your bank or card issuer may take extra time to post funds back to your account.
4) Special circumstances
Delays caused by traffic, weather, major events, or other factors outside our control do not qualify for a refund. We’ll do our best to keep you informed and minimise the impact.
5) Contact us
We’re here 7 days a week.
Email: [email protected]
(Please include your booking reference in the subject line.)
Note: We may update this policy from time to time. The latest version will always be available on our website.