Cancellation Policy

Our Policy Statement and Objectives

Stay Connected Australia is committed to providing a reliable and enjoyable transportation service and workplace. We understand that sometimes circumstances happen that are reasonably out of a person’s control and their scheduled service may need to be cancelled. Therefore, we respectfully request at least 24 hours’ notice for cancellations or rescheduling of services.

 

When a customer cancels their scheduled service with under 24 hours before the commencement of their scheduled service, the required admin tasks, including but not limited too; scheduling, quoting, invoicing and notifying the driver, would have already been completed. Due to the limited notice period of under 24 hours incurring operational costs, lost opportunity to fill the allocated service time to another customer and the loss of income to both the employee and the business. Stay Connected Australia has a ‘24H Cancellation Policy’, requiring the full payment of any booking cancelled within 24 hours of the scheduled start time of the service in question.

 

There may be exemptions to this policy, as we understand sometimes there are circumstances that are out of a person’s control. Stay Connected Australia reserves the right to individually assess the application of this policy to each situation where a cancellation or rescheduling is requested by the customer. In circumstances whereby the cancellation is deemed unforeseeable and reasonably requires a cancellation of the scheduled service, the amount of the service will be waived in full.
 

 

Appointment Reminders

It is ultimately the responsibility of the customer to remember the appointment or where the service is booked by an authorised party on someone else's behalf, the authorised party is ultimately responsible for ensuring that the person(s) using the service are aware of the details.

 

To assist our customers, we have implemented text message or email service reminders. These reminders will be sent to you approximately 48 hours before your service is due to commence.

 

Not receiving an appointment reminder from us does not qualify as sufficient reason for missing a scheduled service. We send reminders as a courtesy, but customers are ultimately responsible for ensuring they keep or cancel their appointment in sufficient time, as not to incur the full fee of their service.

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If you are uncertain when your next scheduled service is with Stay Connected Australia, we encourage you to contact us to check and confirm your appointment date and time. 
 

 

General Cancellations or Rescheduling

All requests made for cancellation of a scheduled service or request for rescheduling of a service will not incur any additional cost, providing the timing of this request is submitted more than 24 hours prior to scheduled time of commencement of the service in question.

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Refunds

All requests for refunds must be made by written request and will only be considered up until 14 days post date of service for which the refund is being requested.

 

All requests made within this time will be individually assessed and a decision will be reached at the sole discretion of Stay Connected Australia, whether to provide you with a full or partial refund if at all. Any requests for refunds whereby the customer wishes to dispute a cost outlined on their invoice, the written request must be accompanied by the invoice sent to you by Stay Connected Australia.

 

Refund requests for payments made in advance of a service where it is deemed an exemption under the ‘24H Cancellation Policy’ , whereby a request was made for cancellation and circumstances were deemed unforeseeable and reasonably requires a cancellation, will be refunded in full and processed within 30 days of written request for refund being received by Stay Connected Australia.

 

Variations

This policy is subject to change and is the responsibility of the customer to check for updates.