I recently had to cancel my return trip to the airport 4 days in advance and was told that they do not refund fares as they have turned down other business for that day. My advice is to check with the owner about their cancellation policy if you think there may be a chance you have to cancel. After a week of daily unanswered calls, they refunded me 50% of my fare. My main issue would be that the owner initially told me that other Car Hire services don't offer refunds either. I found this to be untrue as the firm they took over did offer 24 hr refunds with $15 admin fee. Apart from this we were picked up on time and driven safely to our destination.
Very happy with a Newcastle airport pick-up and drive to Cooranbong with BC. He was waiting for us and assisted us with our luggage. An interesting and personable conversation on the way. Hassle-free end to a long day of travel.