Draft for legal approval · Version 2026-08-30
Refunds and cancellations
OzParcel.com.au is operated by John Vouros trading as OzParcel.com.au, ABN 75 922 008 549. This policy explains how cancellation, refund and booking-failure requests will be handled when live paid bookings are activated. The current preview does not collect payment or dispatch a parcel.
Before payment
You may leave the quote or booking-details flow at any time. No refund is required if no payment was collected. An expired or cancelled Stripe Checkout page does not by itself create a courier booking.
Payment received but carrier not confirmed
OzParcel verifies payment before asking the carrier to confirm the booking. If the carrier cannot be confirmed after the controlled recovery process, OzParcel will request a refund to the original payment method and contact the payer. If the provider record shows that the booking was actually confirmed, the request moves to manual review so OzParcel does not create a duplicate booking or refund a service already underway.
Customer cancellation request
Email support@ozparcel.com.au immediately with the booking reference. A request is not accepted until OzParcel confirms it in writing. Whether cancellation is possible depends on carrier confirmation, pickup status and the selected provider’s rules. A carrier cancellation, futile collection, return, storage or administration fee may be deducted where permitted by law. Some services become non-refundable once the goods are loaded, dispatched or the provider has earned its charge.
Changes after booking
Address, parcel, pickup-date, authority-to-leave or service changes are not guaranteed. A change may require cancellation and a new quote, and may create a price adjustment or carrier fee. Do not alter the freight or instructions until OzParcel confirms the change.
Price adjustments and additional charges
A later charge caused by reweighing, remeasurement, incorrect address type, undeclared freight, manual handling, redelivery, futile collection, tail-lift, storage or return-to-sender is not a cancellation fee or automatically refundable. OzParcel will provide the available carrier basis for the adjustment and a way to dispute an apparent error.
Loss, damage or non-delivery
These matters use the selected provider’s claims process, not the ordinary cancellation process. Notify OzParcel in writing as soon as possible—preferably within seven business days of delivery, expected delivery or discovery of the issue—and keep the goods, packaging, labels, photos, invoices and proof of value. This requested timeframe does not remove a right that cannot lawfully be limited. Conditional transit-warranty cover applies only if it was shown for the selected service and all separate terms are met.
Refund method and timing
Approved refunds are requested to the original payment method. OzParcel cannot redirect a card refund to another person or account. Stripe and the customer’s financial institution control when the credit appears after it is submitted. OzParcel will provide confirmation or a reference when available.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded. Change-of-mind cancellation is different from a remedy for a service that fails to meet an applicable consumer guarantee. OzParcel will assess each request using the booking record, provider status, applicable terms and Australian law.
How to request help
Email support@ozparcel.com.au with the booking reference, requested outcome and relevant evidence. Do not send card details by email or SMS.
Launch approval status
This process matches the implemented payment and carrier-confirmation design. The operator name and ABN are verified, but the policy remains a draft until the public service address, Transdirect commercial allocation and Australian legal review are complete. Paid checkout remains disabled.