Cancellations & Refunds
How cancellations and refunds are handled by PicUp Pty Ltd.
Cancellations and Refunds Policy for PicUp Pty Ltd
This Cancellation and Refund Policy ("Policy") provides information about how cancellations and refunds are handled by PicUp Pty Ltd ("PicUp", "we", "us", or "our"). By accessing or using our services, you agree to abide by this Policy.
1. Cancellation Prior to Service Delivery
1.1 Customers can cancel their service request free of charge if the cancellation is made before the commencement of the scheduled service time window.
$49 fee
1.2 If a cancellation is made during the scheduled service time window but before the Service Provider has begun the task, a cancellation fee amounting to the minimum service fee of $49 will be applied. This is to recover costs to the Service Provider who may have commenced travel to the destination or dismissed other jobs in place of your booking.
1.3 No cancellation will be allowed once the Service Provider has begun the task. In this scenario, the full-service fee estimate will be charged.
2. Cancellation by Service Provider or PicUp
2.1 In the event that a Service Provider or PicUp must cancel a scheduled service, we will attempt to provide you with as much notice as possible and will endeavour to reschedule the service at a mutually convenient time.
2.2 If a service is cancelled by a Service Provider or PicUp, and rescheduling is not possible or desirable for the Customer, a full refund will be provided for any amounts already paid.
3. Refunds
3.1 Refunds for services cancelled by the Customer will be processed as per the guidelines in section 1 of this Policy.
3.2 For services cancelled by the Service Provider or PicUp, refer to section 2.
3.3 If a dispute arises regarding the quality or completion of the services provided, please contact us immediately so we can work to resolve the issue. Refunds in such cases will be evaluated on a case-by-case basis. Any refund claims after 24 hours of the service being completed will not be considered.
4. Processing of Refunds
4.1 All refunds will be processed to the original mode of payment within 7 working days of the cancellation, unless otherwise stated.
4.2 Please note that while we make refunds immediately, the processing time may vary depending on your bank or payment provider.
4.3 If your original payment was made via a BNPL provider e.g. AfterPay or Zip Pay, please refer to their terms and conditions regarding refund processing times.
Please remember to review our Terms & Conditions before using our services. By using our services, you agree to be bound by this Cancellation and Refund Policy. If you have any questions or need further clarification, reach us at info@picup.com.au or call 1300 174 287.
PicUp Pty Ltd reserves the right to modify this Cancellation and Refund Policy at any time. If we make changes, we will notify you through the Services or by other appropriate means.
By using the Services, you acknowledge that you have read, understood, and agree to be bound by this Cancellation and Refund Policy.