01 Agreement & account terms
These Terms & Conditions (Terms) form a binding agreement between you and Quick Pups
(PUPS, we, us, our) and apply every time
you book a pickup, use our website or app, hand a parcel to a delivery partner, or otherwise use our
services.
By booking a pickup or using our services you confirm that you have read, understood and accepted these
Terms. If you do not agree with them, please do not use our services.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you have
under the Australian Consumer Law or any other law that cannot lawfully be excluded.
Definitions
Booking A request you submit through our website, app, phone or email for us to
collect and deliver a parcel.
Consignment / Parcel The item or items you give us to carry under a single Booking,
including all packaging.
Sender The person or business that books the pickup or hands the Parcel to a Delivery
Partner.
Recipient The person or business named in the Booking as the intended receiver of the
Parcel.
Delivery Partner An independent courier engaged by PUPS to collect, transport and
deliver Parcels.
Services Parcel pickup, transport, last-mile delivery, tracking and any related
service we provide.
Platform The PUPS website, mobile application, tracking dashboard and any related
digital service.
Eligibility & your account
- You must be at least 18 years old and legally able to enter into a contract to book our Services.
- If you book on behalf of a business, you confirm you are authorised to bind that business to these
Terms.
- You are responsible for keeping your account details and login credentials secure and for all activity
that occurs under your account.
- The information you give us — names, addresses, contact numbers and parcel details — must be accurate,
current and complete. We are not responsible for delays, misdeliveries or extra charges caused by
incorrect details.
- Please tell us promptly if you believe your account has been used without your permission.
02 Services & pickup bookings
PUPS provides parcel pickup and last-mile delivery within serviced areas of Australia, together with
tracking and delivery notifications. Services may include same-day, express and scheduled delivery
options, as well as business and bulk logistics arrangements.
Service availability depends on the pickup and delivery locations, parcel size and weight, courier
availability, and operating hours. We may decline, limit or discontinue a Service, or refuse a particular
Booking, where we reasonably consider it unsafe, unlawful, outside our service area, or beyond our
operational capacity.
We may also change the features of the Platform, add or remove Service options, and adjust serviced
areas from time to time.
Booking a pickup
- A Booking is only confirmed once we accept it and issue a tracking reference. Submitting a request does
not by itself create a contract of carriage.
- You must make the Parcel available at the nominated pickup address during the agreed pickup window,
properly packaged and clearly addressed.
- You (or an authorised adult) should be present at pickup unless you have agreed an unattended pickup
arrangement with us in writing. Unattended pickups are at your own risk.
- If a Delivery Partner attends and the Parcel is not ready, is not as described, or cannot be safely
collected, a failed pickup fee may apply.
- We may reweigh or remeasure a Parcel. If it differs from the details you provided, the price may be
adjusted accordingly.
03 Pricing, payment & cancellations
Pricing, fees & payment
- Prices are quoted in Australian dollars and, where applicable, include GST. Quotes are based on the
details you supply at the time of Booking.
- Additional charges may apply for oversized or overweight parcels, remote or restricted-access
locations, waiting time, redelivery, return to sender, after-hours service, or failed pickup or
delivery attempts.
- Payment is due at the time of Booking unless we have agreed account or invoiced terms with you in
writing. Invoiced amounts are payable by the due date shown on the invoice.
- Payments are processed by third-party payment providers. We do not store your full card details.
- We may charge reasonable costs of recovering overdue amounts, and may suspend Services on accounts
with outstanding balances.
Cancellations & refunds
- You may cancel a Booking free of charge before a Delivery Partner has been dispatched to the pickup
address.
- Cancellations after dispatch, or a failed pickup because the Parcel was not ready or not as described,
may incur a cancellation or call-out fee.
- Once a Parcel is in transit, a Booking cannot generally be cancelled; you may instead request a return
to sender, which is charged as a new delivery leg.
- Where we cancel a Booking for a reason within our control and the Service has not been performed, we
will refund the amounts you paid for that Booking.
- Refunds are made to the original payment method and may take several business days to appear,
depending on your provider.
04 Responsibilities & prohibited items
Your responsibilities
When you use our Services you agree that:
- You own the Parcel or are authorised by the owner to send it.
- The contents are lawful, accurately declared, and not a prohibited or restricted item.
- The Parcel is packaged to withstand normal handling, sorting and transport.
- You have provided any information we need to carry the Parcel safely and lawfully, including where
contents are fragile, perishable, temperature-sensitive or subject to special handling rules.
- You will not use our Services to send anything that could injure a person, damage other parcels or
vehicles, or breach any law.
Prohibited & restricted items
You must not send the following through PUPS:
- Illegal drugs, controlled substances, and unlawful goods of any kind.
- Firearms, ammunition, explosives, fireworks, weapons and their parts.
- Dangerous, flammable, corrosive, toxic, radioactive or hazardous materials, including compressed gases.
- Live animals, human remains or body parts, and biological or medical waste.
- Cash, bullion, negotiable instruments, gift cards, lottery tickets, precious stones and loose jewellery.
- Tobacco products, vapes and alcohol, except where permitted by law and expressly agreed with us.
- Counterfeit or stolen goods, and items that infringe another person's intellectual property.
- Perishable food or temperature-controlled goods, unless the Service you booked expressly supports them.
- Items that are unusually fragile, of exceptional value, irreplaceable, or of sentimental value.
We may open, inspect, hold, return or dispose of a Parcel where we reasonably believe it contains a prohibited item or breaches the law.
Packaging requirements
Correct packaging is your responsibility. Your Parcel should be sealed in a sturdy outer box or satchel, internally cushioned, and clearly labelled with recipient details.
05 Delivery, timeframes & tracking
Delivery & failed attempts
- Delivery is complete when the Parcel is handed to the Recipient or an authorised person at the delivery
address, or left in accordance with an authority to leave.
- Where the Service includes it, we capture proof of delivery such as a photo, signature or OTP
confirmation.
- If you or the Recipient give an authority to leave, the Parcel is left unattended at
your risk and the delivery is treated as complete.
- If nobody is available and no authority to leave applies, we will attempt to contact the Recipient and
may leave a card, attempt redelivery, hold the Parcel, or return it to the Sender. Redelivery fees may apply.
Timeframes & delays
Pickup windows, delivery timeframes and ETAs shown on the Platform are estimates based on live conditions. Delays may arise from traffic, weather, road closures, incorrect addresses, or events outside our control.
Tracking data & notifications
Tracking maps and ETAs are generated from live and estimated data. By providing your mobile number and email address, you consent to receiving transactional service notifications about your Booking.
06 Liability, guarantees & claims
Liability & consumer rights
Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. If
we fail to meet a consumer guarantee, you are entitled to the remedies available under that law.
Subject to those rights, and to the maximum extent permitted by law:
- our liability for loss of or damage to a Parcel is limited to the lesser of the actual value of the
Parcel's contents, the reasonable cost of repair or replacement, or any cover limit that applies;
- we are not liable for indirect or consequential loss, including loss of profits or business opportunity;
- we are not liable for loss or damage caused by your acts or omissions, including inadequate packaging or incorrect addresses; and
- we are not liable for loss or damage to prohibited or restricted items.
Loss or damage claims
If your Parcel is lost, damaged or delayed, please lodge a claim with us as soon as possible:
- Report visible damage or a missing Parcel within 7 days of the delivery date.
- Include your tracking reference, a description of the contents, evidence of value, and photos of the damage.
- Keep the Parcel and its packaging until the claim is resolved.
