Cancellation Policy

Last updated: 17 April 2026

We understand plans change. This policy sets out clear, fair terms for cancelling, modifying, or rescheduling your OSPIPO booking — fully consistent with the Australian Consumer Law.

1. Free Cancellation Window

2. Late Cancellation

Cancel less than 24 hours before your pickup: 50% of the fare is refunded; 50% is retained as a late-cancellation fee. This is because we turn away other bookings once your slot is reserved, and a same-day cancellation is unlikely to be filled.

3. No-Show

If you do not arrive at the agreed pickup location and do not contact us, we consider this a "no-show". The fare is non-refundable in this case, as the vehicle, driver, and time slot were reserved for you and cannot be recovered. We will attempt to contact you via WhatsApp, SMS, and phone before marking a booking as a no-show. We typically wait at least 45 minutes at airport pickups (from flight landing time) and 15 minutes at suburban pickups.

4. How to Cancel or Reschedule

To cancel or reschedule, contact us as early as possible via:

• WhatsApp: +61 435 162 311 (fastest response)
• Phone: +61 435 162 311
• Email: bookings@ospipo.com.au

Please include your booking reference (OSP-DDMM-XXXX) in your message.

5. Rescheduling

Rescheduling is free if requested more than 24 hours before pickup, subject to driver availability. If you need to move your transfer within 24 hours, we'll do our best to accommodate — but cannot guarantee availability.

6. Cancellations by OSPIPO

In the rare event we need to cancel your booking (for example, due to vehicle breakdown or illness), we will:

• Notify you immediately by phone and WhatsApp
• Refund the full fare within 24 hours via Square back to your original card
• Where possible, help arrange an alternative transfer through a trusted partner operator

We apologise in advance for any inconvenience this may cause. As a solo-operator service with one vehicle, we build significant buffers into our scheduling to minimise this risk.

7. Flight Cancellations or Diversions

If your inbound flight is cancelled or diverted to a different airport, contact us as soon as you know. We will either:

• Reschedule your transfer to your new arrival time at no extra charge, or
• Refund the full fare if you are no longer travelling

8. Refund Method & Timing

All eligible refunds are processed through Square back to the same card used for payment. Typical timing:

• Card refunds: 3–5 business days to appear on your statement (Square's standard processing time)
• Bank transfer: 1–2 business days (only if card refund isn't possible)

9. Australian Consumer Law Rights