Frequently Asked Questions.

Get answers to your questions

The quickest and easiest way is via the 13cabs app. With just a few taps, you can book your ride, select your type of car, lock in a price guarantee and even choose your favourite Drivers. You can also book right here on the website. Just hit the ‘Book Now’ button on the home page. Or you can call one of our operators 24/7 on 13 2227.

If you have the 13cabs app, you just get out and go. Your payment will be processed in the app and a receipt will be emailed to you. If you’ve hailed your cab on the street or booked on the phone or online, simply pay by your preferred credit or debit card, Cabcharge or cash.

It’s just basic fairness. We don’t believe you should be taken by surprise just because there’s a high demand for cabs. When you ride with 13cabs, there’s no surge, ever.

Just the way it sounds. The price you see when you book with the 13cabs app is the price you’ll pay when you go from A to B The only exceptions are if you change your destination mid-trip, or ask your Driver to take a different route to the one calculated by the app.

Absolutely. We have a fleet of around 10,000 cabs which includes sedans, SUVs, MAXI-Taxis, Silver Service cars and wheelchair accessible cabs. Just choose the type you need in the app or let us know when you book.

That’s one of the unique features of the 13cabs app: MyDriver. It lets you save up to 5 favourite Drivers in each Australian city and request them next time you book. If they’re available, they’ll pick you up.

Pre-Authorisation of Payments

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.

Using your 13cabs Digital Pass

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 or call 1800 652 229


For further information please refer to our Conditions of Use.

Price Guarantee

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 or booking online at in selected locations.

The 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

Parcel Delivery

It’s like having your own on-demand courier service. If you have something you need to get somewhere fast, jump on the website or tap ‘Delivery’ in your 13cabs app and follow the prompts.

Not a problem. Let’s say you’ve bought something on Gumtree and you want it fast. Just let the seller know you’ll be sending a 13cabs driver to pick it up, then jump on the 13cabs website or your 13cabs app. Enter the seller’s pick up address and your address as the destination.

If it fits inside a 13cabs vehicle – a large sedan SUV or a MAXI TAXI – 13cabs will deliver it door to door.

Drivers will not pick up any illegal items or dangerous goods.  This includes, but not limited to fireworks, stolen goods, drugs, weapons, explosives, fuel and hazardous material.

Items that cannot be secured properly inside the cab by the Driver and items that aren’t flat packed.  Please note, 13cabs Drivers do not carry tie down straps for securing large or bulky items.

If you’re in a metropolitan area, a 13cabs specialist delivery driver will usually be there to pick up your item within 10 minutes.

24-hours a day, 7-days a week, 365-days a year, 13cabs delivers. Fast.

With 13cabs, you can get it there for the price of a cab fare. We don’t charge extra for priority packages and unlike ride sharers, our prices never surge, no matter what time of the day or night you book, or how busy it is. Better still, when you use the 13cabs app, your delivery comes with a price guarantee. The price you see when you book is the price you pay.

Absolutely. In fact, we do on-demand deliveries for small businesses all over Australia every day. From urgent spare parts to a surprise birthday cake, 13cabs is the go-to solution if you need it there fast and handled with care.

13cabs Drivers are not insured for damaged goods.

A Driver may refuse to deliver an item if:

  • the parcel contains any items listed in the ‘is there anything that 13cabs will not deliver’ section

  • items with a total value over $100AUD

  • items that weigh more than 16kg

  • Fragile items

  • If the item cannot be secured sufficiently inside the cab

  • Bulky items that cannot be lifted by one person

Taxi Subsidy Scheme

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.

Choosing a vaccinated Driver

When you book with 13cabs in all major Australian cities your Driver will be vaccinated against Covid-19. Our Drivers have done their part to keep you safe. At the end of the day, it’s just added peace of mind for those who want it, on top of our industry-leading taxi sanitisation program, mask wearing and supply of Aqium hospital grade hand sanitiser in every vehicle.

Just as 13cabs’ prices never surge, we don’t charge any extra if you choose to book and travel with a Driver who’s fully vaccinated.

There is no government requirement for Passengers to be vaccinated against Covid-19.

Absolutely. Our disability service Drivers were among the first to roll up their sleeves to get vaccinated against Covid-19.

There are many opportunities for unvaccinated 13cabs Drivers to work with parcel deliveries and other non-contact services.


Tap the plus button to book a trip and simply add in your required stops.

You can have up to two stops plus your destination and pickup. Stops will be made in the order they are added. 

No, you will get a Price Guarantee, calculating the multiple stops when you book with 13cabs via our app. The multi-stop feature is designed to put you in control of where you need to go.

Absolutely. Multi-Stop and MyDriver puts you in total control of how you travel and with who. 

This should be a quick pickup of a Passenger.  Please keep your stops under 2 minutes.