Frequently Asked Questions

For added payment security, 13cabs now pre-authorises your payment method to protect you against fraud.

When a new payment method is added and every time you request a trip. 

Not necessarily. The pre-authorisation hold amount is a predetermined amount that either represents the full amount of the estimated fare for your booking or $1 or any other predetermined amount as may be required by 13cabs.

This is a temporary pre-authorisation hold on your selected payment method and not an actual charge. This verifies that the card loaded is active and in good standing.

When you reach your destination, the authorisation hold is released and the final trip amount is charged to your selected payment method, minus the pre-authorised amount (if any).

If the booking is cancelled, 13cabs will release the authorisation hold immediately, however please note that your financial institution may take 2-7 business days to process the payment authorisation reversal.

Pre-authorisation holds may be made on selected bookings only or may be made on all bookings, taking into account the number of trips you have previously taken, your payment method and/or the value of the estimate fare of your trip.

If, for any reason, your payment authorisation fails, you will receive a message stating so, and requesting at your discretion to try another card or payment method. In such cases, you will not be able to book a trip with 13cabs unless you have successfully completed the trip pre-authorisation.

Your payment details registered with 13cabs are secure and encrypted. We don’t store, nor see, your credit card details.

1. Visit the 13cabs booking website

2. Enter your trip details – hint: you can book now or schedule for later

3. At Payment method choose ‘Paying the Driver Directly’

4. Make sure you have downloaded your 13cabs Digital Pass to your phone wallet before your ride

5. At the end of your trip, just tell the Driver you’re paying with Cabcharge and tap away

13cabs Digital Passes are currently supported by iPhone 6 or later and with iOS 9 and later, and Android with NFC and Lollipop 5.0 and above.

 

Have an iPhone?

You should have received either an sms or an email with a link to download your 13cabs Digital Pass.

Using your iPhone, click on the link to download your 13cabs Digital Pass and add your digital pass to Apple Wallet.

1. Let your Driver know that you’ll be paying via Cabcharge

2. At the end
of your trip, select your 13cabs Digital Pass in your Apple Wallet

3. Hold your device near the reader

4. Use Touch ID, Face ID or enter your passcode to authorise payment

 

Have an Android Phone?

You should have received either an sms or an email with a link to download your 13cabs Digital Pass.

Using your Android Phone, click on the link to download your 13cabs Digital Pass and add your digital pass to Google Pay.

1. Let your Driver know that you’ll be paying via Cabcharge

2. Turn on NFC in your phone settings

3. Ensure NFC is also TURNED ON for the pass you wan to use in Google Pay.

4. Hold your device near reader and authorise payment

*Ensure your phone is updated with the latest versions of Google Play Services and Google Pay app versions.

*If you have any questions about your Digital Pass please contact Client.service@cabcharge.com.au or call 1800 652 229

 

For further information please refer to our Conditions of Use.

The 13cabs Price Guarantee is a fixed price set at the time of booking within the 13cabs app to get from point A to B. This is the final price that the customer will pay. No additional charges apply.

When passengers set their pick up and drop off destination in the 13cabs app, our pricing tools plots the fastest route calculated by Google Maps from point A to B.

The price is then calculated using a number of factors, including predicted trip time and distance, traffic conditions, state government fees, levies, and tolls.

We don’t surge and we don’t change our pricing based on demand.

With Price Guarantee, Passengers can sit back and relax without having to check the meter, along with price certainty when comparing prices when making travel decisions.

Currently, Price Guarantee is only available when booking with the 13cabs app in selected locations.

Price Guarantee is available in selected locations only.

• Adelaide

• Airlie Beach

• Albury

• Bairnsdale

• Ballarat

• Bendigo

• Blue Mountains

• Brisbane

• Bundaberg

• Coffs Harbour

• Darwin

• Dubbo

• Echuca

• Geelong

• Gold Coast

• Goondiwindi

• Illawarra

• Mackay

• Magnetic Island

• Melbourne

• Melton

• Mid North Coast

• Mildura

• Moama

• Morwell

• Newcastle

• Pakenham

• Rockhampton

• Sale

• Shepparton

• South Coast

• Surf Coast

• Sydney

• Toowoomba

• Townsville

• Tweed

• Warragul

• Warrnambool

• Warwick

• Wellington

• Wodonga

• Yeppoon

Yes, Taxi Subsidy Scheme card holders to book via the 13cabs app and pay the Driver directly with your TSS/MPTP (Multi-Purpose Taxi Program) card.

To activate this, you need to:

1. go to the menu and select your profile

2. select Yes under Are You a Member of a Taxi Subsidy Scheme?

3. select your Taxi Subsidy Scheme

4. the Taxi Subsidy Scheme will now appear in the payment method.