1. Scope and Acceptance
1.1 These terms govern any payment made to Syd Cabs through an online payment link, including fares paid after the trip, pre-authorised holds, or fixed-rate bookings.
1.2 By paying via a Syd Cabs payment link, the customer accepts these Terms in full.
1.3 Nothing in these Terms limits a customer’s rights under the Australian Consumer Law (ACL), which apply in addition to, and are not overridden by, any clause below.
2. Core Payment & Dispute Terms
2.1 Dispute Timeframe All payment disputes or refund requests must be submitted in writing to Syd Cabs within 7 days of the trip date at the given link: https://sydcabs.au/taxi-fair-complain-feedback/. Requests received after this window may be declined at Syd Cabs’ discretion, except where the ACL requires otherwise (e.g. where a service has not been provided with due care and skill).
2.2 Accepted Charges Amounts charged via Syd Cabs payment links or the driver using Eftpos powered by Clover may only cover:
the official metered fare, calculated in accordance with the fare structure set by the NSW Point to Point Transport Commissioner;
authorised tolls incurred during the trip;
reasonable cleaning fees for verified vehicle damage or soiling caused by the passenger; and
pre-agreed fixed rates disclosed to the customer before the trip began.
Any amount outside these categories is not a valid charge and will be refunded on verification.
2.3 Processing Fees Online payment surcharges, service charges or transaction processing fees are non-refundable, including where a fare amount is later adjusted or partially refunded, except where required by law. This will be disclosed to the customer at the time of payment.
3. Customer Dispute Obligations
3.1 Required Evidence To lodge a dispute, the customer must provide:
trip date and approximate time;
vehicle registration (number plate) or driver ID, where known;
pickup and drop-off locations;
the payment receipt or transaction reference number; and
a clear description of the issue being raised.
Disputes lacking sufficient detail to identify the trip may be delayed until the customer provides the missing information.
3.2 Chargeback Policy Customers must first raise a dispute directly with Syd Cabs and allow the investigation period in Clause 4.1 to run before initiating a bank or card-issuer chargeback. Lodging a chargeback that is later found to be fraudulent, unjustified, or made in bad faith may result in suspension of the customer’s, driver’s, and operator’s accounts and refusal of future bookings. This clause does not affect a customer’s right to dispute a charge with their bank at any time under the bank’s own procedures.
4. Driver & Operator Responsibilities
4.1 Fare Accuracy Drivers and operators must ensure the amount requested through the online payment link, EFTPOS terminals, matches the physical meter reading or an authorised fare calculation method at all times. Charging an amount above the metered or authorised fare is a fare-related offence under NSW point-to-point transport law and will be treated as a serious compliance breach.
4.2 Proof of Service Drivers must retain and make available to Syd Cabs on request, trip logs, GPS tracking data, and (where available) passenger confirmation of the trip, to support the resolution of disputed charges.
4.3 Settlement Adjustments Where a customer dispute is upheld and a refund is issued, the corresponding amount will be deducted from the driver’s next payout. Where the disputed amount has already been paid out, Syd Cabs may recover it from future earnings in line with the driver’s payout agreement. Drivers will be notified in writing of any adjustment and the reason for it.
5. Dispute Resolution & Liability Process
5.1 Investigation Window Syd Cabs will investigate a properly lodged dispute — reviewing trip logs, seeking the driver’s account, and responding to the customer — within 7 business days of receiving all required evidence under Clause 3.1.
5.2 Outcome and Final Authority Syd Cabs’ internal review determines the outcome under this policy and is final as a matter of company process. This does not limit the customer’s statutory rights under the Australian Consumer Law, or their right to pursue the matter with their bank, NSW Fair Trading, or the Point to Point Transport Commissioner.
Note: Sometimes drivers use third-party terminals, which may take extra time to investigate the complaint and process the eligible refund. We may ask for customer bank details if we are unable to send the payment to the original card due to limited access to the third-party access. The request comes from incident@sydcabs.au. We do not ask to share your details of banking via our website, any phone, or mobile number. Any bank details shared apart from incident@sydcabs.au will not be acceptable for any liability.
5.3 Record Keeping Syd Cabs will retain records of the dispute, evidence provided, and outcome for a minimum of 24 months.
6. Contact for Disputes
Disputes and refund requests should be submitted in writing to: https://sydcabs.au/taxi-fair-complain-feedback/.