FREQUENTLY ASKED QUESTIONS
Can I take my pet in the vehicle?
Transport of pets is at the discretion of the driver with the exception of Seeing Eye dogs accompanied by a person with a visual impairment. Enquiries are welcome at time of booking as prior arrangement of animal transport is preferred. Additional charges apply for cleaning and sanitizing for any animal soiling.
Can you transport my bicycle, oversized luggage, ski bag or additional bags?
Additional charges will apply, but yes, with notice we can transport you and your bicycle, oversized luggage, ski bags and extra bags. Prior notice is essential so we can provide the appropriate sized vehicle, especially if traveling on our Tarras connection service. Bikes need to be packed down to ensure no damage to bike or luggage occurs.
Why is my pre-booked cab late?
When you pre-book your taxi this gives you priority. It is rare that your cab is late; however, there may be circumstances out of our control that we may arrive at a later time than you have booked for. Please allow plenty of time to get to appointments if for any number of reasons your cab is late. Please phone 0800 443 5555 ext 1 to enquire the whereabouts of your cab.
Will my driver knock on my door when he/she arrives?
Please keep an eye out or stand in a visible location so our driver can easily identify you. Due to safety, our drivers will not routinely knock on doors.
Will the vehicle come up my drive way?
In the interest of vehicle and driver safety, we advise our drivers not to routinely drive up driveways. Please note in some circumstances it may be necessary. Please discuss this with the dispatcher at time of booking.
Can a driver refuse to take me or ask me to exit the vehicle during the journey?
Drivers can refuse to carry a passenger (s) or terminate the journey on reasonable grounds, including but not limited to:
- The driver feels their personal safety is threatened or endangered.
- The driver deems the passenger to be under the influence of alcohol or drugs.
- The passenger is consuming food or drink.
- The passenger is accompanied by an animal other than a Seeing Eye dog without prior approval.
- The passenger is noisy, abusive, violent or disturbing the public peace.
- The passenger owes for previous fares and refuses to pay what is owed.
- The passenger refuses to pay in advance (the driver has the right to ask for payment in advance).
Why are cabs so hard to get at certain times like Friday and Saturday nights?
We only have a certain amount of vehicles. At certain times there can be an increase in the volume of people wanting a cab. We suggest phoning 40 to 60 minutes prior to travel on a Friday/Saturday night and during peak seasons to check availability and reduce waiting times. We appreciate your patience and understanding during peak times.
How much will my journey cost me?
We have set fares. Our drivers will let you know the fare upfront. To ensure the correct price is quoted please advise the number of passengers and exact pick up and drop off addresses. Please note there are extra charges for multiple stops and waiting time.
I think I was overcharged/I have a query about how I was charged – who should I contact?
In the first instance please e-mail our office, email@example.com, being sure to include the date , time of your fare, your pick up and drop off locations, number of passengers, how much you were charged and a copy of your receipt, if possible. We will investigate and get back to you within two working days.
How do I pay for my fare?
Our drivers can accept cash, eftpos, Visa, Master card, Alipay and WeChat. We are also part of the Total Mobility scheme.
I have a mobility card, can I use it?
yello! is part of the Total Mobility scheme, please advise us at the time of booking to ensure we have an eftpos machine that will accept mobility cards. Please advise us of your requirements and we will send a vehicle to meet your needs.
I had a great driver, how do I let you know?
Compliments are always welcome and we endeavour to pass on all feedback to our drivers. Please e-mail firstname.lastname@example.org or rate us on TripAdvisor.
How do I make a complaint?
If you need to make a complaint please e-mail email@example.com All feedback helps us improve and we take this seriously. To help us with an investigation of a complaint please provide as much information as possible, including the date and time of your fare, your pick up and drop off locations and the number of passengers, how much you were charged and a copy of your receipt, if possible. We will investigate and get back to you within two working days.
Can you deliver my groceries?
We can deliver groceries that have been paid for in advance. We are not able to purchase goods for you. However it must not contain alcohol or cigarette. This service is charged as a normal cab ride.
Can you deliver alcohol and/or cigarettes?
No, we cannot deliver alcohol or cigarettes. We do not have a liquor license and we cannot determine items are not destined for a minor.
Can I order a taxi to help me move flat?
Unfortunately a cab driver cannot help you move flat, but you can order a van/ute to transport yourself and belongings, please check availability and price. If loading and unloading your belongings takes too long you may be charged waiting time. We have rental vans and utes for hire and enquiries are welcome.
I think I have left something in the vehicle, where can I retrieve it?
Please phone 0800 443 5555 as soon as you notice you have lost items and advise us of the time, date, pick up and drop of locations and who was driving the vehicle. The company does not take any responsibility for any loss or damage for property left in the vehicle, however the company will make every effort to keep any lost property safe and anything of value will be passed to the police.
Do you provide car seats for children?
Cars seats are not a legal requirement in taxis however when you make a booking you can request a car seat, additional charges apply and a minimum notice period of 24 hours.is required.
Cancellation and Refund Policy
No refund is given for cancellations within 24 hours of travel time for taxi transfers or 48 hours for charters. All cancellations incur an administration fee and booking system transaction fees are not refundable. See our Terms and Conditions for further information.