Cancellation, Changes & Refunds

We understand that plans change.

This page explains what happens if you need to cancel or change a Daima Journey booking, if your flight changes, or if we are unable to provide your confirmed Journey.

This is a summary of the relevant provisions of our Booking Terms & Conditions.

If there is any inconsistency, the Booking Terms & Conditions apply.

Your rights under the Australian Consumer Law are not affected.

CANCELLING YOUR JOURNEY

Unless different cancellation conditions were clearly disclosed before your booking was confirmed, our standard cancellation policy is:

Where you have already paid more than the applicable cancellation charge, any refund, credit or rebooking will be considered in accordance with the Booking Terms & Conditions, the circumstances and applicable law.

WHY DO LATE CANCELLATION CHARGES APPLY?

A confirmed Journey means vehicles, drivers and other resources may have been committed to your booking and other work may have been declined.

Our cancellation policy is designed to reflect that commitment rather than penalise customers for changing their plans.

Where circumstances outside your reasonable control require you to cancel, contact us as soon as possible.

Daima Journey will assess exceptional circumstances on a case-by-case basis and may waive or reduce a cancellation charge where appropriate, particularly where Daima Journey has not incurred a corresponding unrecoverable cost. Nothing on this page overrides rights or remedies available under Australian Consumer Law.

SPECIAL BOOKINGS AND EVENTS

Some bookings require resources to be committed substantially earlier than an ordinary transfer.

These can include:

• weddings;
• school formals;
• major events and concerts;
• New Year's Eve and other high-demand periods;
• specialist vehicles;
• large groups;
• bookings involving specialist or third-party suppliers.

Different deposit or cancellation conditions may therefore apply.

We'll tell you about any different conditions before your booking is confirmed.

They won't be introduced after confirmation simply because you later need to cancel.

CHANGING YOUR JOURNEY

Need to change your pickup time, destination or something else?

Contact Daima Journey as early as possible using the contact details or booking-management options made available for your particular booking.

BEFORE CONFIRMATION

You're free to change your request.

We'll update the Journey details and quote if necessary.

AFTER CONFIRMATION

We'll make reasonable efforts to accommodate changes, subject to availability.

Changes that can affect the price or arrangements include:

• pickup date or time;
• pickup or destination;
• additional stops;
• passenger numbers;
• luggage;
• child restraints;
• accessibility requirements;
• vehicle or service class;
• additional journey or waiting time.

We'll tell you about a material price change before proceeding wherever reasonably practicable.

If a change is substantial enough that the original confirmed Journey can no longer reasonably be provided, we may need to cancel the original booking and arrange a new one.

We won't treat an ordinary reasonable amendment as a cancellation simply to impose a cancellation fee.

DELAYED FLIGHTS

If you've provided a valid flight number for a flight-tracked airport pickup, you generally don't need to contact us simply because your flight is running late.

We'll monitor the flight and make reasonable efforts to adjust the pickup according to its actual arrival.

A monitored flight delay isn't treated as a customer-requested amendment.

If a substantial delay means the originally allocated driver or provider can no longer perform your Journey, we'll make reasonable efforts to arrange another suitable provider.

CANCELLED FLIGHTS

If your flight is cancelled, contact us as soon as possible.

If you're moved to another flight arriving at approximately the same time, we'll make reasonable efforts to transfer your booking to the new flight without penalty.

If the replacement flight arrives substantially later, or on another day, we may need to amend, reprice or reallocate the Journey.

Where the cancellation is outside your control, we may waive or reduce an otherwise applicable cancellation charge where we're reasonably able to do so and haven't incurred corresponding unrecoverable costs.

WHAT IF I MISS MY FLIGHT?

Contact us as soon as you know.

If we can accommodate your replacement flight, we'll attempt to move your airport transfer.

Changes to the Journey may affect its price or arrangements.

If we can't accommodate the new arrival, the normal cancellation conditions may apply.

If we're not notified and the driver/provider attends or commits resources based on the original booking information, the Journey may ultimately be treated as a no-show.

NO-SHOWS

A passenger may be considered a no-show when:

1. the driver/provider has attended the agreed pickup location;
2. the applicable complimentary waiting period has expired;
3. the passenger hasn't presented for travel; and
4. reasonable attempts to contact the passenger using the booking details have been unsuccessful.

A no-show is normally charged at 100% of the booking price, together with any other properly incurred charges where applicable.

CAN'T FIND YOUR DRIVER?

Please contact us before leaving the pickup location.

If you're actively communicating with Daima Journey or the driver and reasonably attempting to meet them, you won't ordinarily be declared a no-show simply because you're having difficulty finding each other.

IF DAIMA JOURNEY HAS TO CANCEL

If we experience an operational problem—such as a driver, provider or vehicle becoming unavailable—we'll first make reasonable efforts to arrange a suitable replacement.

Where possible, that might mean another driver/provider or an appropriate equivalent or better vehicle.

If we ultimately cannot provide your confirmed Journey and no acceptable alternative is provided, we'll refund the amount applicable to the service we couldn't provide.

Your rights under the Australian Consumer Law continue to apply.

REFUNDS

Refunds, credits or rebooking may be available where provided for under the Booking Terms & Conditions, where Daima Journey agrees based on the circumstances, or where required by applicable law.

Where a refund is approved, it will be returned using an appropriate available payment method. Processing time may depend on the relevant financial or payment provider.

If you believe you've been charged incorrectly, contact us with your booking details and we'll investigate.

WAITING TIME

Cancellation and waiting time are separate.

Your booking ordinarily includes:

10 minutes complimentary waiting for an ordinary pickup.

30 minutes for a domestic airport arrival.

60 minutes for an international airport arrival.

Additional waiting is charged according to the rate applicable to the vehicle class, service or event type shown or communicated through your booking.

For flight-tracked airport pickups, the applicable airport waiting period is based on the monitored actual flight arrival rather than simply the originally scheduled arrival time.

NEED TO CANCEL OR CHANGE SOMETHING?

Contact Daima Journey using the contact details or booking-management options made available for your particular booking, and include your booking reference.

For an imminent Journey, use the operational contact details supplied with your booking wherever possible.