Cancellation & Refund Policy

This policy explains what happens if a booking made through novataxi.com.au is cancelled, by you or because of a no-show, and how refunds for card payments are handled. It applies to all bookings made with 13 Nova Cabs Pty Ltd (ABN 78 689 886 593), trading as Perth Nova Taxi ("Nova Taxi", "we", "us", "our"), whether paid by card through our secure payment integration or by cash in the vehicle.

1.Cancelling a booking yourself

You can cancel a booking at any time before a driver arrives by calling 1300 081 911, replying to your booking confirmation email, or through your corporate portal (for corporate accounts). If you cancel:

• Before a driver has been dispatched: no fee applies, and any amount already charged to your card is refunded in full.
• After a driver has been dispatched or is already on the way: the deductions in Section 3 apply.

2.No-shows

If a driver arrives at the pickup location at the agreed time and the passenger cannot be reached or does not board the vehicle within a reasonable waiting period, the trip is recorded as a no-show. A no-show is treated the same as a late cancellation for fee purposes (Section 3): the booking fee and payment-processing deduction are retained, and any remaining balance paid by card is refunded.

3.Fees deducted from a refund

Two amounts are not refundable when a booking is cancelled late or results in a no-show, and are deducted from any refund we issue:

If your card requires currency conversion to AUD, a further charge (currently around 2%) also applies.

4.How and when refunds are paid

Refunds for card payments are issued back to the original card used for the booking through our payment integration. Once we initiate a refund, it typically takes approximately 5–10 business days to appear on your card statement, depending on your bank or card issuer. If a refund does not appear after 10 business days, contact us using the details in Section 7 and we will check its status.

5.If we or a driver cancel

If Nova Taxi or an assigned driver is unable to complete your trip for a reason on our side (for example, no vehicle becomes available, or a driver is unable to reach you), you will not be charged the booking fee or any cancellation charge, and any amount already paid by card will be refunded in full, including the payment-processing amount described in Section 3.

6.Corporate accounts

For bookings made under a corporate account and billed on a monthly invoice, the same booking-fee and no-show terms in Sections 1–3 apply, and any applicable cancellation or no-show charge is reflected as a line item on your account's monthly invoice rather than refunded to a card, since no card charge was taken at the time of booking.

7.Contact us / disputes

If you have a question about a cancellation, no-show charge, or the status of a refund, please contact us:

This policy works alongside our Privacy Policy, which explains how we handle your personal and payment information. We may update this Cancellation & Refund Policy from time to time.