Trip safety

The Care Taxi app cannot include a tip when billing you for a trip fare. Where available as a vehicle option, Care Taxi is an exception. In most cities, Care Taxi is a cashless experience. Tipping is voluntary. Tips are not included in the fare, nor are they expected or required. As a rider, you are not obligated to offer your driver a gratuity in cash. If you decide you would like to tip, your driver is welcome to accept.

Ride requests should only be made when you’re ready to ride and near the pickup location. This enables drivers to operate efficiently on the Care Taxi platform. Sometimes you may wish to cancel a ride request after it has been accepted by a driver. While the Care Taxi app allows you to cancel anytime, a cancellation fee may be charged. This fee is intended to compensate driver-partners for time and effort spent heading toward a pickup location. A ride request can be cancelled free of charge after your initial request. If your driver is running more than 5 minutes behind the provided ETA, you can cancel the ride request without incurring a cancellation fee. On Care Taxi trips, you may be charged a $2 cancellation fee if you cancel anytime a driver accepts your ride request. I was charged a cancellation fee. We’re happy to review and make adjustments as necessary.

• General: Care Taxi Australia Pty Ltd is committed to providing exceptional service in Community Transport in a timely manner. Unfortunately, when a participant cancels without sufficient notice, it either prevents another participant from being served and/or the driver not being appropriately remunerated. No shows and late cancellations have an impact on our service quality. For these reasons, Care Taxi Australia Pty Ltd has revised its cancellation policy with effect from 16/04/2022. 
• Cancellation without fee: Any transport/assistance being cancelled with more than 24 hours’ notice under any circumstance will not attract a cancellation fee.
• Cancellation with fee: Any transport/assistance being cancelled with less than 24 hours’ notice (short notice cancellation) including a no show will be subject to a cancellation fee. 
• Other grounds: Cancellation may also be initiated by Care Taxi with fees if it is found that Care Taxi services has been used for illegal activities/ transporting illegal/unethical articles. 
• Fees: Care Taxi will claim 100% of any prospective ride/assistance cancelled with short notice where the invoice for the booked service would have been less than $65. Where any booked service which was in excess of $65 value was cancelled with short notice, the Cancellation charge would be $65. 
• Our Responsibility: In the event of Care Taxi being unable to provide the service at the agreed time due to a driver meeting with any road incidents, being delayed due to traffic congestion or weather, vehicle break down or even due to driver shortage, Care Taxi will be liable to arrange the support at an alternate date and time suitable with the participant. While the NDIS has not placed a limit on the number of cancellations that a provider can claim with a participant, Care Taxi will take all necessary steps to minimize cancellations by working with participants and delivering service in innovative and empathetic ways, such as teleconferencing and open chats, aimed to meet essential needs of the participant and understanding them better. Additionally, Care Taxi has a duty of care to our participants and if a participant has an unusual number of cancellations, Care Taxi will seek to understand why this is occurring, and will communicate to the concerned support coordinator to minimize the cancellations. Care Taxi will act in a manner that is prudent so that, where possible, we are able to accept requests to end service bookings earlier than already booked for.