Legal
Changes, Cancellations & Refunds
Last updated: August 2026
This page explains how changes, cancellations, waiting and refunds are handled for bookings with Pepi's Concierge. Commercial windows and any applicable fees for your journey are confirmed in your quote and booking confirmation.
1. Changing or cancelling a booking
Please contact us as soon as possible at bookings@pepisconcierge.au if you need to change or cancel. Cancellation windows and any applicable fees are stated in your quote and booking confirmation.
2. Waiting allowances
Included waiting time may vary by service type (for example airport pickup versus standard transfer). Any included waiting allowance and charges for additional waiting are confirmed in your quote.
3. No-shows
A no-show occurs when the passenger is not available at the agreed pickup location within the waiting parameters confirmed for the booking. No-show fee treatment is set out in your quote and booking confirmation.
4. Refunds
Where a refund is due, we process it to the original payment method where practicable. Processing timing depends on the payment provider. Refunds do not limit non-excludable Australian Consumer Law rights.
5. Australian Consumer Law
Nothing in this policy attempts to exclude, restrict or modify rights or remedies that cannot be excluded under the Australian Consumer Law. Where a delay, interruption or cancellation is caused by events outside our reasonable control (including third-party operations, weather or network issues), commercial treatment is as set out in your quote and booking confirmation, together with any non-excludable consumer law rights.
Questions about a booking? Contact bookings@pepisconcierge.au.