Terms & Conditions
Thank you for using our Services. These are our general terms and conditions (Terms and Conditions) that apply to your visit to and your use of our Website, Application, Call Centre, and all other related and ancillary services.
Melbourne Cabs is a Booking Service Provider enabling you to book and pay for a commercial passenger vehicle through the use of an application supplied by us and downloaded and installed by you on your mobile device (Application), via our Call Centre, or via our Website.
Melbourne Cabs does not provide the physical transportation services directly. We facilitate the formation and administration of travel arrangements between you and accredited commercial passenger vehicle drivers. By using our Services, you acknowledge that Melbourne Cabs is not providing you with transportation services and agree that we have no responsibility or liability for the transportation or parcel delivery services provided to you by independent taxi drivers, beyond our strict regulatory obligations.
1. General
1.1 By registering on our Website and/or Application, and on each occasion that you choose to use our Services, you consent to these Terms and Conditions. Neither the registration nor the use of the complete spectrum of Services shall be possible without explicit consent to these Terms and Conditions.
1.2 We reserve the right to amend these Terms and Conditions at any time to reflect ongoing changes in the Victorian transport regulatory framework, including mandates from Safe Transport Victoria and the Essential Services Commission. Following such amendment, the continued use of our Services by you is subject to your consent to such amended terms.
2. Payment, Fares, and State Subsidies
2.1 Booking Fees: The use of our booking Services is free of charge.
2.2 Unbooked Fares and Regulatory Compliance: The Commercial Passenger Vehicle Act (2017) outlines the rules for regulated maximum fares and hiring rates that apply to unbooked services (rank and hail) beginning in the Melbourne Metropolitan or Urban and Large Regional zones. Maximum fares for all unbooked services in Melbourne, Frankston, Dandenong, the Mornington Peninsula, Geelong, Ballarat, and Bendigo are strictly set by the Essential Services Commission (ESC). Drivers charging more than the maximum fare face penalties. A fare calculating device (taxi meter) must be used to calculate the fare for all unbooked services.
2.3 Unbooked Fares - Melbourne, Dandenong, Frankston, Mornington Peninsula: Drivers operate under one of two structured rate systems.
2.4 Unbooked Fares - Geelong, Ballarat, Bendigo: Regulated under independent rate thresholds.
2.5 Booked Fares: Fares for all booked services via our Application, Website, or Call Centre, and all CPV services outside the specified zones, are calculated dynamically and are not regulated by the ESC. We adhere to Australian Competition and Consumer Commission (ACCC) pricing transparency requirements, ensuring all known fees are disclosed prior to your booking acceptance.
2.6 Multi Purpose Taxi Program (MPTP): For eligible MPTP members, systems process a 50 percent state subsidy on the total cost of the fare, up to a maximum deduction of $60 per trip. Non-cash payment surcharges are strictly applied only to the net out-of-pocket expense after the MPTP subsidy deduction.
2.7 Comprehensive Maximum Fares Schedule (Unbooked Services - Melbourne, Dandenong, Frankston, Mornington Peninsula)
In accordance with the Commercial Passenger Vehicle Act (2017) and ESC active review effective 23 September 2025.
2.7.1 Fare Structure 1 (Time OR Distance):
Rate PeriodFlag fallDistance (Speed > 21km/h)Time (Speed < 21km/h)
Day rate (9am – 5pm)$5.25$2.037 per km$0.713 per min
Overnight rate (5pm – 9am)$6.55$2.265 per km$0.792 per min
Peak rate*$7.80$2.493 per km$0.872 per min
*Peak rate applies 10pm–4am Friday and Saturday; all-day Christmas Day, Boxing Day, New Year’s Day; 6pm NYE to midnight NYD.
2.7.2 Fare Structure 2 (Time AND Distance applies simultaneously):
Rate PeriodFlag fallDistance (All times)Time (All times)
Day Rate (9am – 5pm)$5.25$1.685 per km$0.433 per min
Overnight Rate (5pm – 9am)$6.55$1.871 per km$0.476 per min
Peak Rate*$7.80$2.070 per km$0.513 per min
2.8 Comprehensive Maximum Fares Schedule (Unbooked Services - Geelong, Ballarat, Bendigo)
2.8.1 Fare Structure 1 (Time OR Distance):
Vehicle RequirementFlag fallDistance (Speed > 21km/h)Time (Speed < 21km/h)
Standard (Up to 4 pax)$4.50$2.308 per km$0.808 per min
High Occupancy (5+ pax)**$4.50$3.512 per km$1.229 per min
2.8.2 Fare Structure 2 (Time AND Distance applies simultaneously):
Vehicle RequirementFlag fallDistance (All times)Time (All times)
Standard (Up to 4 pax)$4.50$1.875 per km$0.617 per min
High Occupancy (5+ pax)**$4.50$3.111 per km$0.674 per min
**Excludes instances where booking is exclusively for a person using a wheelchair or mobility aid.
2.9 Maximum Extras & Surcharges Schedule:
CategoryMaximum FeeCondition / Application
Airport rank feePass-throughApplies to trips taken from the Melbourne airport rank.
CPV Levy Recovery Fee$1.20State trip levy applied to every CPV trip in Victoria.
Toll roadsPass-throughCharges apply if passenger requests a toll road route.
High occupancy fee (Melbourne)$17.805+ passengers or specific large vehicle request.
Late night fee (Regional)$4.307pm Fri/Sat to 6am; midnight to 6am all other days.
Holiday fee (Regional)$5.25Standard public holiday periods.
CPV-specific paymentsMax 6%Electronic non-cash CPV device (e.g. Cabcharge).
Standard electronic paymentsMax 4%Credit/debit cards, other non-cash payments.
Cleaning feeUp to $120Applied if a passenger soils vehicle (food/drink/fluids).
2.10 Country and Regional: Unbooked commercial passenger vehicle services outside specified zones set their own fares. Fares for all booked services outside specified zones are not regulated.
3. Safety, Conduct, and Mandatory Regulatory Compliance
3.1 Mandatory QR Codes: Effective 1 March 2026, it is a strict legal requirement enforced by Safe Transport Victoria that all commercial passenger vehicles display a specific 10 cm by 10 cm official QR code inside the vehicle. This label must be displayed in a clear and visible position in the back seat area. You may scan this code at any time to access information regarding your passenger rights or to lodge a direct report regarding driver conduct or fare disputes.
3.2 In-Vehicle Recording: For the mutual safety of passengers and drivers, our affiliated vehicles are equipped with security camera systems. In accordance with 2026 industry reforms, these systems may record both video and audio footage during your journey to assist in serious incident investigations.
3.3 Driver Accreditation and Enforcement: We strictly enforce Safe Transport Victoria's "Two-Strikes" rule. Any driver who receives two court convictions within a 10-year period for serious meter offences or fare manipulation will face immediate disciplinary action, which may include permanent removal from our dispatch network and loss of their commercial accreditation.
4. Digital Platforms, Ads, and Mapping Restrictions
4.1 Embedded Vehicle Systems Prohibition: Our Application integrates third-party mapping core services for commercial asset tracking and routing. In strict compliance with our enterprise mapping licenses, you agree not to use our Application or its integrated mapping services in connection with any device embedded deeply within a vehicle's architecture, such as an in-dashboard automotive infotainment system.
4.2 Communication Provider Charges: We are not responsible for any data or telephone charges incurred by you as a result of using our Services, including but not limited to mobile phone data charges or text message fees.
4.3 Marketing and Spam Act Compliance: We classify mobile Application push notifications that contain promotional material or Ads as commercial electronic messages under the Spam Act 2003. We will only send you marketing SMS, emails, or push notifications if you have provided explicit consent. You may opt out at any time, and your request will be technologically processed and honoured within 5 business days.
5. Conditions of Carriage for Parcel Delivery
5.1 If you choose to use the Melbourne Cabs Parcel Delivery Service, you warrant that the goods are not deemed Dangerous Goods in accordance with the Australian Code for the Transport of Dangerous Goods.
5.2 You warrant that the goods do not contain any illicit substances or any materials prohibited by law.
5.3 You agree that the driver may release the goods to any person who presents themselves as the receiver at the nominated destination, and the driver shall be conclusively presumed to have delivered the goods if a GPS pin drop or photograph can be provided.
6. Privacy, Data Handling, and Collection Statement
6.1 Collection Statement: To assist us in providing our products and services and otherwise conducting our business functions and activities, we need to collect personal information about you. By providing your personal information, you agree that it will be used and disclosed by Melbourne Cabs, including its related entities (collectively referred to as we, us, or our), in accordance with this statement and our Privacy Policy. If you do not agree, you must not provide your personal information, and we may not be able to communicate with you or provide certain products or services to you.
6.2 We may disclose your personal information to our related entities and to other parties, including third parties who provide products and services to us or through us in the ordinary operation, administration, or promotion of our business. From time to time, these third parties may be located (and therefore your personal information may be disclosed) overseas. We may use and disclose your personal information for direct marketing purposes, unless you opt out (which you can do at any time in accordance with our Privacy Policy).
6.3 Your privacy is critical to our operations. Our Privacy Policy contains information about how you may access and seek correction of your personal information, how you may complain about a breach of your privacy, and how we will deal with that complaint.
6.4 In compliance with the December 2026 Privacy Act reforms, we transparently disclose our use of Automated Decision-Making (ADM) technologies within our dispatch systems to match ride requests and calculate dynamic upfront pricing. For full details on data retention, overseas disclosures, and algorithmic transparency, please review our separate Privacy Policy.
7. Liability and Disclaimers
7.1 To the maximum extent permitted by applicable law, the information, software, products, and services provided by Melbourne Cabs are provided "as is" without warranty or condition of any kind.
7.2 The routing and estimated arrival times provided by our mapping services are for planning purposes only; actual road conditions may differ.
7.3 In no event shall Melbourne Cabs be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of or in any way connected with the use or performance of the Services, the delay or inability to use the Services, or for any mis-delivery or non-delivery of parcels, whether based on contract, tort, or negligence.
8. Indemnification
8.1 By accepting these Terms and Conditions, you agree to indemnify and hold Melbourne Cabs, its affiliates, its licensors, and each of their officers, directors, employees, and agents harmless from and against any and all claims, costs, damages, losses, liabilities, and expenses arising out of or in connection with your use of the Services or your violation of these Terms and Conditions.
9. Applicable Law
9.1 To the maximum extent permitted by law, this agreement is governed by the laws of Victoria, Australia, and you hereby consent to the exclusive jurisdiction and venue of the courts in Victoria, Australia, in all disputes arising out of or relating to the use of our Services.
last updated in March 2026.