Still waiting on a

13cabs

refund?

If your 13cabs trip was cancelled, not completed, or charged incorrectly, you may be eligible for a refund.

The most common scenario is cancelled app bookings — 13cabs places a pre-authorisation hold on your card (not an actual charge). If your driver never arrives or you cancel before pickup, that hold is automatically voided within seven days, meaning you’re not billed at all. You don’t need to request a refund — the charge simply disappears once released.

You can also request a refund for incorrect or duplicate charges, such as being billed twice, charged a cancellation fee in error, or overcharged due to driver or system mistakes. 13cabs investigates these claims, and if verified, refunds are issued promptly to the same payment method.

In rare cases, goodwill refunds or vouchers may be offered for poor experiences or major overcharges — especially if the issue involves driver misconduct or technical glitches.

Refunds are not offered for completed rides unless there was an error. Once a trip has been provided and the fare was correct, the payment is final.

Other non-refundable scenarios include valid late cancellation fees or no-show charges.

If you used a Cabcharge voucher or card, refunds are handled by A2B Australia (Cabcharge) directly. These are processed as credits, not cash refunds.

💡 In summary: You’re eligible for a refund if you were charged for a trip you didn’t take, overcharged due to an error, or billed twice. Completed trips and valid fees are not refundable.

1. Gather Trip Details
   Find your Trip Reference Number in your 13cabs app (under My Trips) or from your SMS confirmation. Also note the date, time, and locations of your trip, along with the amount charged on your statement.
   
   
2. Submit the Contact Form
   Go to the official 13cabs Contact Form via their Help Centre. Explain the situation clearly — e.g., “charged for cancelled trip,” “duplicate payment,” or “driver entered incorrect fare.” Include all relevant details and your contact info.
   
   
3. Provide Evidence
   After submitting the form, 13cabs will email a confirmation. Reply with proof of payment, such as your card or bank statement (you can hide unrelated transactions), and your taxi receipt if available. This speeds up the investigation.
   
   
4. Investigation Phase
   The support team checks driver logs, GPS data, and payment records. They may contact you for clarification. Most cases resolve within a few business days.
   
   
5. Refund Issued
   If approved, refunds are processed to the original payment method. If cash was involved, 13cabs may issue a bank transfer or voucher instead.
   
   
6. Follow Up if Needed
   If no response within five business days, politely follow up using your case number. You can also call 13 2227 (13CABS) for direct assistance.
   
   

💡 Tip: Keep your receipts and all email correspondence. If your refund is delayed or denied unfairly, you can contact your bank for a chargeback or escalate to a transport authority.

• Cancelled Trips (Pre-Authorisation Holds): Pending charges for cancelled rides automatically void within seven days. No manual refund is needed — the pending amount simply disappears from your account.
  
  
• Standard Refunds: Once approved, expect 3–5 business days for funds to appear in your account.
  
  
• Investigation Period: Varies depending on complexity. Straightforward errors (like duplicate charges) may resolve in days, but fare disputes can take up to two weeks.
  
  
• Voids vs. Refunds: Same-day cancellations can sometimes be voided instantly (within 1–3 days), while full refunds follow normal banking timelines.
  
  
• Delayed Cases: If it’s been 10+ business days since you were told a refund was processed and it hasn’t arrived, contact 13cabs for the ARN (Acquirer Reference Number) so your bank can trace it.
  

• Credit/Debit Card Refund: Most refunds are sent straight back to the same card used for payment. If you paid via app or in-cab EFTPOS, the refund posts to that card automatically once processed.
  
  
• Bank Transfer: If a card refund isn’t possible (e.g., expired card or old transaction), 13cabs may send funds directly to your bank account.
  
  
• Cabcharge Account Credit: For corporate or Cabcharge users, refunds go back to the Cabcharge account or Digital Pass, not as cash.
  
  
• Cash Refunds/Vouchers: For cash transactions, 13cabs may issue a voucher or promo code instead of physical cash. Some customers have received vouchers alongside refunds for goodwill.
  
  
• Voids: If a ride was never completed, the system simply voids the charge — no funds leave your account.
  
  
• No Cheques: 13cabs does not issue cheque refunds.
  
  

Refunds always go back to the original payer, not a third party.

1. Refund Delays for Cancelled Trips: Pre-authorisation holds can take up to seven days to clear. They’re not actual charges, but they can temporarily tie up funds.
   
   
2. Duplicate Charges: If two drivers were dispatched or an app glitch occurred, you may see two identical charges. Always check your statements and submit a claim — it won’t fix itself automatically.
   
   
3. Refund Promised but Not Delivered: Occasionally, support confirms a refund but it doesn’t appear on time. Always follow up with your case number.
   
   
4. Overcharge Disputes: When fare disputes arise, 13cabs may initially side with the driver. Providing receipts and route details helps your case.
   
   
5. Lack of Communication: Some customers report silence after submitting the online form. Always confirm you received an acknowledgment email and follow up if not.
   
   
6. Voucher vs. Cash Refunds: If offered a voucher instead of a refund, you can politely insist on money back — especially for billing errors.
   
   
7. Driver Verification Delays: If the issue involves misconduct or incorrect fare entry, 13cabs must verify with the driver, which may extend timelines.
   
   
8. Chargeback Option: If your refund drags on, you can contact your bank or card issuer to dispute the charge directly. Most banks side with consumers for clear errors.
   
   

💡 Prevention Tip: Always request a receipt, check your app for trip details, and monitor your bank for pending charges. Acting quickly helps secure faster refunds.