Simple Transport Refund Policy
Last Updated: 2 June 2026
At Simple Transport, we are committed to providing reliable and professional transport services, including general deliveries, rubbish removal, green waste removal, and custom jobs. This Refund Policy outlines how we handle cancellations, refunds, and service concerns, in accordance with the Australian Consumer Law.
1. Cancellations and rescheduling
We understand that plans can change, and we aim to be as flexible as possible.
Customers may cancel or reschedule a booking at any time before the contractor has departed for the pickup address, with no cancellation fees or penalties. If you have already paid in advance for a job that is cancelled before the contractor departs, we will issue a full refund promptly.
If you cancel after the contractor has departed for the pickup address, a cancellation fee equal to 50% of the quoted job price applies. This is to fairly compensate for the contractor's time, fuel and lost opportunity to take another job. The 50% fee may be waived or reduced in genuine emergencies (such as medical emergencies or unsafe conditions), or where the cancellation is caused by an error or issue on our side.
If we cancel a job (for example, due to safety, weather, contractor unavailability or a system error), no cancellation fee applies and any payment made in advance will be refunded in full.
2. Missed jobs or service failures
If a contractor fails to attend a scheduled job, we will offer to reschedule the job where practical, and depending on the circumstances we may offer a discount, credit, or other remedy for the inconvenience.
If a job is not completed in accordance with what was agreed, you are entitled to a remedy under the Australian Consumer Law, which may include a refund, re-supply of the service, or compensation depending on the circumstances.
3. Service dissatisfaction
If you are dissatisfied with the quality of our service, please contact us so we can review the matter. We encourage you to contact us within 30 days of job completion so we can investigate while events are fresh, although longer time periods may apply under the Australian Consumer Law for serious or major service failures. In some cases, we may request supporting evidence such as photographs to assess what occurred.
Depending on the nature of the issue, we may offer a refund, a discount, a credit, a complimentary or replacement job, or other reasonable remedy to rectify the problem.
How we handle issues involving contractors
Simple Transport coordinates work through independent contractors who operate as separate businesses. We take responsibility for ensuring you receive the service you booked through us.
For standard service issues — such as missed jobs, incomplete work, minor damage, or dissatisfaction with how the job was carried out — please contact Simple Transport. We will review the matter and offer a reasonable remedy where appropriate, and we may then pursue the contractor under our contractor agreement.
For matters involving alleged contractor negligence, unlawful conduct, or criminal acts (for example, serious property damage caused by reckless behaviour, theft, or unlawful conduct), the customer may need to pursue the contractor directly, as the contractor is an independent business and is responsible for their own unlawful or negligent acts. Where this applies, Simple Transport will assist with facilitating contact and providing reasonable information to help you resolve the matter.
Nothing in this section limits any rights you may have under the Australian Consumer Law.
4. Common situations
The following are common situations that customers ask about. Each is handled on its own facts, but as a general guide:
Customer no-show or access issues. If the contractor arrives at the pickup address and the customer is not contactable, the address cannot be accessed, or the job cannot reasonably proceed due to a customer-side issue, a callout fee of 50% of the quoted job price may apply. We will attempt to contact you and reschedule where possible.
Access issues not caused by the customer (for example, council roadworks, building lockouts beyond the customer's control). We will work with you to reschedule the job at no cancellation or callout fee.
Items lost or damaged in transit. Please contact us promptly. We will review the matter under section 3 and offer a reasonable remedy where appropriate.
Partial completion (for example, where not all items fit in one load). We will arrange a return trip where practical, or where a return trip is not possible, refund or adjust the price to reflect the work actually completed.
Quote differs from actual job size. Where the actual job is materially larger than what was booked, the contractor may request an additional amount with your agreement. You are not obliged to pay more than the quoted amount where the variation is caused by an error on our side.
5. Payment methods and refund processing
Most payments are made in cash or by card at the time the job is completed. Card payments are processed in person using Square at job completion. Some customers may also pay in advance or by post-paid invoice where previously agreed.
Refunds for card payments will be returned to the original card via our payment provider (Square). Refunds for cash payments will be made by bank transfer, or — at the customer's option — as a credit toward a future job. For major service failures, you are entitled to a monetary refund and do not have to accept a credit.
Approved refunds are generally processed within 5–10 business days.
6. Requesting a refund
To request a refund or raise a concern, please contact Simple Transport via any of the following:
Email: info@simpletransport.com.au
Text message or phone call: 0420 367 995
Facebook, Instagram or Messenger direct message
We aim to respond promptly and resolve any issues fairly and transparently.
7. Your consumer rights
This Refund Policy operates in addition to, and does not limit, your rights under the Australian Consumer Law.
If a service is not provided with due care and skill, is not fit for its intended purpose, or does not match what was agreed, you may be entitled to a remedy such as a refund, re-supply of the service, or compensation, depending on the circumstances.
If you are not satisfied with how Simple Transport handles a refund request or complaint, you may contact:
The Office of Fair Trading in Queensland (where Simple Transport is based), or your state or territory's consumer protection agency;
The Australian Competition and Consumer Commission (ACCC) at https://www.accc.gov.au.
If you believe a contractor has acted unlawfully or negligently, you may also have recourse under the Australian Consumer Law directly against the contractor as a separate business.
Our Details
Simple Transport
Legal name: SIMPLE TRANSPORT PTY LTD
ABN: 80 690 367 634
Contact Number: 0420 367 995
Email: info@simpletransport.com.au
Website: https://www.simpletransport.com.au