What we can charge you, how to dispute a charge, how long it takes, and what happens if we cannot refund your original card.
These terms govern any payment made to SYD CABS through an online payment link, including fares paid after the trip, pre-authorised holds and fixed-rate bookings. Paying through a SYD CABS payment link means accepting them.
Nothing here limits your rights under the Australian Consumer Law. Those rights apply in addition to everything below and are not overridden by any clause of it.
An amount charged through a SYD CABS payment link, or by a driver using EFTPOS, may only cover:
Anything outside those four categories is not a valid charge and is refunded on verification.
Online payment surcharges and transaction processing fees are non-refundable, including where a fare is later adjusted or partly refunded, except where the law requires otherwise. The surcharge is disclosed to you at the time you pay.
Raise a payment dispute or refund request in writing through the fare complaint and feedback form. Please do it within 7 days of the trip. A request made later may be declined at our discretion, except where the Australian Consumer Law requires otherwise — for example where a service was not provided with due care and skill.
A dispute without enough detail to identify the trip waits until you can give us the missing piece. The trip record is how we check the meter, so the date and route matter more than anything else.
Disputes are handled under the SYD CABS Complaint Handling Policy, which sets out the process in full. In summary:
You are refunded either way. A refund does not wait on us recovering the money from the driver or operator. That is a separate matter between us and them, and it does not delay or reduce what you receive — whichever payment terminal took the fare.
Please raise the dispute with us first and let the investigation run. A chargeback later found to be unjustified or made in bad faith may result in suspension of the account and refusal of future bookings.
That said, this clause does not affect your right to dispute a charge with your bank at any time under the bank’s own procedures.
Some drivers use third-party payment terminals. Where a fare went through one of those, the investigation can take longer, and we may not be able to return the money to the card you paid with. In that case we will ask you for bank details.
That request only ever comes from incident@sydcabs.au. We never ask for your banking details through this website, by phone, or by SMS. If bank details are given to anyone else claiming to be SYD CABS, we accept no liability for it.
Fare accuracy. The amount requested through a payment link or an EFTPOS terminal must match the meter reading or another authorised fare calculation. Charging above the metered or authorised fare is a fare-related offence under NSW point to point transport law and is treated as a serious compliance breach.
Proof of service. Drivers must keep, and give us on request, trip logs, GPS data and any passenger confirmation of the trip, so a disputed charge can be resolved.
Recovery. Where a dispute is upheld and a refund is paid, the amount is recoverable from the driver under section 7 of the Driver Service Agreement, or from the operator under clause 12C of the Operator Agreement. You are told what has been established and the amount refunded, and given the opportunity to respond, before anything is recovered. The amount is recovered from one of you, not both.
Our review determines the outcome under this policy and is final as a matter of company process. If you are not satisfied you can ask for it to be reviewed by a manager who was not involved in the original decision, within 14 days.
None of that limits your statutory rights. You can take the matter to your bank, to NSW Fair Trading, or to the Point to Point Transport Commissioner at any time, whether or not you have asked us to review it.
We keep the record of a dispute, the evidence provided and the outcome for not less than seven years.
Disputes and refund requests: the fare complaint form
Email: incident@sydcabs.au
Phone: 1300 926 117
Version 2 — 2 September 2026. SYD CABS is a trading name of W Eats Pty Ltd (ABN 68 649 215 967), 43–45 Claremont Avenue, Greenacre NSW 2190.