1. Cancellation by you
The deposit is 15% of the total price, taken before pickup; the balance is due on the day of delivery. You can cancel a booking at any time before pickup. What we keep depends on how much notice we have:
- More than 7 days before pickup: full refund of everything you have paid. No fee.
- 48 hours to 7 days before pickup: we keep 10% of the total price, taken from your deposit, and refund the rest.
- Less than 48 hours before pickup, or on the day: we keep your deposit. The truck space and crew are committed by then.
A cancellation never costs more than your deposit. If you haven't paid a deposit yet, nothing is payable for cancelling more than 48 hours before pickup.
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.
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.
- The move can't go ahead because of something on your side (prohibited items, a much larger load than booked, no safe access): treated as a failed pickup — we keep your deposit and charge nothing more (see our Terms of Carriage, Section 7).
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: we re-rate the move to the space it actually took.
- More than booked, by 10% or less: No additional fee. We absorb minor variation.
- More than booked, by more than 10%: the extra volume is charged at the per-m³ rate of your lane, on your invoice from Pea Logistics. Never pay a driver for it.
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 refunds 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: (03) 8612 7235