Terms, Cancellations & Refunds

Online bookings are one-way. Please book a separate journey for the return trip. Extra stops are not available online.

A booking is confirmed only when Care Mobility accepts the journey and the required booking and payment steps are completed.

The booker must provide accurate information about the passenger, pickup and destination, and any mobility or assistance requirements relevant to the journey.

The fare shown or confirmed is based on the information supplied at booking. Customer-requested changes may change the fare.

Normal traffic delays do not automatically create an additional charge where the booked journey has not changed.

Waiting time is subject to availability and charged according to the approved rate card. Please contact our team to discuss waiting arrangements before your journey.

Bookings may be rescheduled subject to vehicle availability.

Cancellation fees may apply where a booking is cancelled close to the scheduled pickup time. Any cancellation charge that applies to your booking will be explained before it is charged.

If the passenger is not ready at the booked pickup time, the driver will wait a reasonable time and try to contact the passenger and booker. If no contact can be made, the trip may be treated as a no-show.

Care Mobility provides transport and agreed companion assistance. It does not provide nursing, medication administration, personal care or unsafe lifting or transfers.

Care Mobility may decline or discontinue a journey where it cannot be provided safely, legally or within the service's capability.

Customers must provide accurate mobility-equipment information so Care Mobility can confirm compatibility and safe transport arrangements.

While every effort will be made to keep bookings on schedule, Care Mobility will prioritise the safety of passengers and employees. We will let you know as soon as possible about significant delays caused by:

• Severe weather and natural disasters: flash flooding, heavy storms, extreme heat affecting vehicle performance, or dense fog reducing visibility.
• Traffic and road infrastructure: major accidents causing gridlock, sudden road closures or detours due to police activity or emergency repairs, or severe congestion from large public events.
• Vehicle and operational issues: unforeseen mechanical breakdown, flat tyres en route, or sudden driver illness or accident.
• Third-party and access delays: delays at previous stops (for example late hospital discharge or prolonged appointments), or access issues at pickup locations such as locked gates or blocked driveways.
• Civil events: political disruption and curfews.

Where a refund, partial refund or credit applies, we will explain the amount and return it through the original payment method.

If something has not met your expectations, please contact us. We will acknowledge your complaint and work with you to resolve it.