Legal

Terms and Conditions

The rules for booking, riding and paying with us. Last updated: 7 August 2026.

1. Acceptance of These Terms

These Terms and Conditions govern your use of The Captain Taxis' website, app and booking services, and every trip you take with us. By making a booking, using our booking channels, or travelling in one of our vehicles, you accept these terms in full. If you're booking on behalf of someone else — a colleague, family member or guest — you confirm you're authorised to accept these terms for that trip.

2. About The Captain Taxis

The Captain Taxis (ABN 68 679 554 539) is a licensed taxi operator in New South Wales. Our drivers hold current accreditation with the NSW Point to Point Transport Commission, and our vehicles operate as licensed NSW taxis. Drivers are expected to conduct themselves professionally, drive safely, and treat passengers with respect. If you have a concern about a trip or a driver, please contact us using the details below.

3. Our Services

We provide taxi bookings and on-demand taxi trips across Sydney, including airport transfers, work trips, school pickups, event and wedding transport, wheelchair-accessible (WAV) taxis, parcel delivery, and corporate accounts. Trips can be booked through our website, our app, or by phone on 1800 222 724, available 24/7.

4. Bookings, Fare Estimates and Your Fare

When you book, we'll show you a fare estimate based on the trip details you provide. This estimate is a guide only. Your actual fare is calculated on the regulated NSW taxi meter and is agreed with your driver before your trip begins. The final fare may differ from the estimate if your actual route, distance or trip time differs from what was estimated, for reasons such as traffic, road closures or a change of destination during the trip.

5. Cancellations

You may cancel a booking at any time before your driver arrives. Depending on how close to pickup you cancel, or if your driver has already been dispatched or has arrived, a cancellation fee may apply. Any applicable cancellation fee, and the window it applies within, will be shown to you at the time of booking. We may also need to cancel or reassign a booking — for example, if a vehicle becomes unavailable — and will let you know as soon as possible if this affects your trip.

6. Payment

Fares can be paid by cash, card, Cabcharge, or TTSS Smartcard (which covers half your fare, up to $60 per trip, for eligible passengers) directly with your driver. Where you pay online or in the app, payments are processed securely by Stripe, our third-party payment processor. The Captain Taxis does not store your card details; they are handled directly by Stripe in accordance with its own terms and privacy practices. You're responsible for ensuring your chosen payment method has sufficient funds or credit to cover your fare.

7. Your Responsibilities

When travelling with us, you agree to:

  1. treat drivers and other passengers with courtesy and respect;
  2. wear a seatbelt where fitted and follow the driver's reasonable safety instructions;
  3. not smoke, vape, or consume alcohol or illegal substances in the vehicle;
  4. not act in a way that is abusive, threatening, or puts the driver, yourself or others at risk;
  5. pay the agreed fare for your trip; and
  6. take reasonable care of the vehicle and reimburse us for any damage you cause.

We reserve the right to refuse or end a trip where a passenger's conduct puts safety at risk.

8. Availability, Delays and Vehicle Selection

While we aim to have a taxi available for every booking, availability can be affected by factors outside our control, including demand, traffic, weather and road conditions. We'll do our best to keep you informed of any expected delay. Your vehicle type (sedan, SUV, 11-seater, or wheelchair-accessible vehicle) is allocated based on your booking requirements and availability at the time.

9. Liability

To the extent permitted by law, The Captain Taxis is not liable for any indirect, incidental or consequential loss arising from your use of our services, including loss caused by delays, missed connections, or circumstances outside our reasonable control. Nothing in these terms limits any liability that cannot lawfully be excluded or limited, including under the Australian Consumer Law.

10. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that applies to you by law and cannot lawfully be excluded.

11. Privacy

We collect and handle personal information — including your name, contact details, pickup and destination locations, and payment information — in order to provide our services. Details of how we collect, use and protect your information are set out in our Privacy Policy.

12. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes to our services or legal requirements. The current version will always be available on our website. Continuing to use our services after an update means you accept the revised terms.

13. Governing Law

These terms are governed by the laws of New South Wales, Australia. Any dispute arising from these terms or your use of our services is subject to the exclusive jurisdiction of the courts of New South Wales.

14. Contact Us

If you have any questions about these Terms and Conditions, please get in touch: