Refund Policy

1. Overview

COBDENS INTERSTATE TRANSPORT (ACN 661 086 111) is committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for our transport services. By engaging our services, you agree to the terms outlined in this policy.

2. Cancellation and Refund Timeframes

Refund eligibility depends on when you cancel your booking:

• More than 48 hours before pickup: Full refund (100%) minus payment processing fees
• 24-48 hours before pickup: 75% refund of total booking cost
• Less than 24 hours before pickup: 50% refund of total booking cost
• No-show (failure to be present at pickup): No refund

3. Service Failure Refunds

You may be eligible for a full or partial refund if:

• We cancel the service: Full refund including all fees
• Significant delay caused by us: Partial refund or service credit (delays beyond our control excluded)
• Service not performed as agreed: Refund proportional to service deficiency
• Damaged goods (our fault): Compensation based on insurance claim assessment

4. Non-Refundable Circumstances

Refunds will NOT be issued in the following situations:

• Customer provides incorrect pickup or delivery address
• Customer is unavailable at agreed pickup or delivery time
• Cargo is not ready or not packaged appropriately at pickup
• Customer refuses to accept delivery without valid reason
• Delays caused by weather, natural disasters, or road closures
• Delays caused by border checks or regulatory inspections
• Customer changes mind after service has commenced
• Services already completed successfully

5. Damage and Loss Claims

For damaged or lost goods, compensation is handled through our insurance process rather than standard refunds. All cargo is insured, and claims must be submitted within 7 days of delivery with supporting evidence (photos, original invoice, damage description). Compensation will be based on the lesser of declared value or actual replacement cost, up to policy limits. This process is separate from service refunds.

6. Express Service Refunds

Express services have stricter cancellation policies due to priority scheduling:

• Cancellations more than 24 hours before pickup: 75% refund
• Cancellations less than 24 hours before pickup: No refund
• If we fail to provide express priority handling: Difference refunded between express and standard rates

7. Contract Service Refunds

For customers with ongoing contract agreements, refund terms are specified in individual contracts. Generally, contract services require 30 days written notice for cancellation. Early termination fees may apply. Individual delivery cancellations within a contract are subject to the standard cancellation policy outlined above.

8. How to Request a Refund

To request a refund:

1. Contact us via phone (0468 048 050) or email (refunds@cobdenstransport.com.au)
2. Provide your booking reference number
3. State your reason for requesting a refund
4. Include any supporting documentation (if claiming service failure or damage)
5. Allow up to 10 business days for refund assessment

9. Refund Processing Time

Once approved, refunds will be processed within 10 business days. Refunds will be issued to the original payment method used for the booking. Please allow an additional 3-5 business days for the refund to appear in your account, depending on your financial institution. Payment processing fees (typically 2-3%) are non-refundable.

10. Service Credits

In some circumstances, we may offer a service credit instead of a monetary refund. Service credits:

• Are valid for 12 months from issue date
• Can be used for any future transport service
• Are non-transferable and cannot be redeemed for cash
• May be offered at a higher value than the equivalent refund

11. Disputes

If you disagree with our refund decision, you may request a review by submitting additional information or documentation. We will conduct a thorough reassessment within 14 days. If you remain unsatisfied, you may pursue resolution through the relevant consumer protection authority or mediation services in accordance with Australian Consumer Law.

12. Australian Consumer Law

This Refund Policy operates in conjunction with your rights under Australian Consumer Law. Nothing in this policy limits or excludes any guarantee, warranty, or other right you may have under the Competition and Consumer Act 2010 (Cth). If our services fail to meet a consumer guarantee, you may be entitled to a remedy regardless of the terms outlined above.

13. Policy Changes

COBDENS INTERSTATE TRANSPORT reserves the right to modify this Refund Policy at any time. Changes will be posted on our website and take effect immediately. The policy version applicable to your booking is the version in effect at the time of booking.

14. Contact Information

For refund requests or questions about this policy, please contact us at: