1. Cancellation by you
You can cancel a booking at any time before pickup. The fee depends on how much notice we have:
- More than 7 days before pickup: 100% refund. No fee.
- 3 to 7 days before pickup: 90% refund. We retain a 10% admin fee.
- 48 hours to 3 days before pickup: 70% refund. We retain 30% to cover lost capacity.
- Less than 48 hours before pickup: 50% refund. The truck and capacity are essentially committed at this point.
- On the day or after pickup is attempted: No refund. The driver has been dispatched and the carrier partner is paid.
2. Rescheduling (not the same as cancelling)
Rescheduling is free up to 48 hours before pickup. After that:
- 24 to 48 hours before: $50 rescheduling fee.
- Less than 24 hours before: $100 rescheduling fee plus any urgency premium for the new date.
Each booking can be rescheduled twice at the standard fees above. Beyond that, we treat the booking as cancelled and rebook as new.
3. Cancellation by us
If we cancel a booking due to:
- Capacity unavailable on your dates: 100% refund plus a $50 inconvenience credit on your next booking.
- Force majeure (weather, road closures, etc.): 100% refund OR free reschedule to the next available slot.
- Customer breach (prohibited items, false volume, unsafe access): No refund.
4. Refund timing
Approved refunds are processed within 5 business days back to the original payment method. Bank settlement after that depends on your card issuer or bank — typically 1-3 business days for credit cards, same-day for direct debit.
5. Non-refundable charges
The following are not refundable once incurred:
- Urgency premium ($200) — bookings within 7 days of pickup.
- Driver waiting time beyond the included 30 minutes at pickup or delivery.
- Storage handover fees if delivery is rerouted to a self-storage facility.
- Re-delivery fees if delivery fails through no fault of ours and the goods are returned to a partner depot.
6. Volume adjustments
If actual volume on the day differs from the booked estimate:
- Less than booked: No refund. Backloading prices are based on space committed, not space used.
- More than booked, by 10% or less: No additional fee. We absorb minor variation.
- More than booked, by more than 10%: Additional charge at the per-m³ rate of your lane, paid before the truck leaves the pickup address.
7. Australian Consumer Law
Nothing in this policy limits any rights you have under the Australian Consumer Law that cannot be excluded. If we fail to provide the service we agreed to, you may be entitled to a remedy beyond the refund tiers above.
8. Disputes
If you disagree with a refund decision:
- Email ops@pealogistics.com.au with your reference and a brief description.
- We respond within 3 business days with our reasoning, supporting documentation, and any revised offer.
- If still unresolved, the dispute can be escalated under our Terms of Service (Section 10).
9. Contact
Email: ops@pealogistics.com.au
Phone: (02) 9056 2992