CANCELLATION AND REFUND SUMMARY

Cancellation and Refund Summary - updated July 2025

Welcome to Cairns, Port Douglas and Far North Queensland! 🌴

How to apply? Please review below then email paul@cairnsportdouglas.net.au with the following:

Your CAS reference.
Your request for 100% credit valid for up to 24 months OR
Your request for refund less cancel fees (see below) – the choice is yours
If refund, please include your Australian BSB, account number and account name*
We will email you a receipt when we process the refund.
Please allow 7 business days for receipt of refund.
* This is because we do not store credit card details after processing payments. We process credit cards via 2 step authentication from an online vault, and then delete details to protect your information. Please only supply Australian bank details as we cannot refund to an overseas bank account, and instead will advise separate process for international refunds.

We have moved from a time of border closures and hot spot declarations affecting travel to people now freely able to travel. Life happens! Cancellations impact both our passengers who are unable to travel on their holidays, and also our business. The impacts for our business are our commitment to deliver employment to drivers and admin staff; vehicles which are registered and insured and on the road; bank fees charged by banks when we process each individual booking but fees which are not refunded by banks when we refund; airport access fees paid per shuttle not per person, and a stock of 15+ child seats purchased, maintained and routinely replaced. These are all fixed, underlying costs of our business, additional to the impacts of inflation, rising fuel and driver wages.

Our 10+ years cancel fee system helps our business redeliver or refund your journey, and helps us mitigate fixed costs associated with every booking made then lost due to factors beyond everyone’s control.

We thank all our passengers for your support so that we may continue to connect travellers between Cairns and Port Douglas.

Cancellation of seat in shared bus booking options available:

Fees and refund delivery are from our long standing cancel fees at clause F Cancellation fees:

https://www.cairnsairportshuttle.net/tcs/

Cancellation more than 24 hours before travel: Refund less $18 per adult cancel fee for return transfers ($9 one way) and $9 per child cancel fee for return transfers ($4.50 one way).
Cancellation less than 24 hours before travel: no refund.
100% rollover for 24 months if you need to postpone. You should try to contact us more than 48 hours before travel, and we will happily allocate your booking a credit on our system. You will keep the same booking reference.
If cancelling a credit once issued, the same cancel fees will apply.

Private transfer and limousine cancellations

$30 cancel fee for one way private transfer or limousine cancellation over 24 hours, or
$50 cancel fee for return private transfer or limousine cancellation over 24 hours, or
$100 under 24 hours cancellation: usually no refund. However, for bookings needing to cancel less than 24 hours before arrival due to border closure, hotspot declaration, or people in your group becoming unwell and unable to travel after contracting COVID-19 we will apply the standard cancel fees at point 1 and 2 above.
100% rollover for 24 months if you need to postpone. You should try to contact us more than 48 hours before travel, and we will happily allocate your booking a credit on our system. You will keep the same booking reference.
If cancelling a credit once issued, the same cancel fees will apply.

Need to rebook using your 100% credit? See here.

Our phone is 07 3003 0283, and our office hours are 6am to 6:30pm daily.

Paul, Visnja, and the team around CairnsAirportShuttle.net affiliates

For COVID-19 updates between 18 March and 1 June 2020 see our page here