Return and Refund Policy

Last updated: 1 March 2026

This Return and Refund Policy applies to all freight forwarding, customs brokerage, warehousing, and related logistics services ("Services") provided by MoveHaul Freight Pty Ltd (ABN 41 207 583 926), referred to as "MoveHaul", "we", "us", or "our". The person or entity that has engaged our Services is referred to as "the Customer", "you", or "your".

As a service-based business operating in the freight and logistics industry, our refund and cancellation terms differ from those of a typical retail or e-commerce operation. The nature of freight forwarding means that once certain actions have been taken — such as booking carrier space, lodging customs entries, or physically moving cargo — those costs may be irrecoverable. This policy sets out the circumstances under which refunds or credits may be available.

1. Service Cancellation

Cancellation Before Shipment Commencement

If you wish to cancel a booking or service engagement before any physical handling, carrier booking, or customs lodgement has occurred, you may do so by notifying us in writing (via email to info@movehaul.biz or in writing to our office). In this case:

• Any advance payments or deposits will be refunded in full, less any administrative fees incurred in preparing your quotation or documentation, up to a maximum of AUD 150.00
• Cancellations must be confirmed during business hours (Monday to Friday, 8:30 AM to 5:30 PM AEST). Cancellation requests received outside business hours will be treated as received at the start of the next business day

Cancellation After Shipment Commencement

Once MoveHaul has commenced Services — including but not limited to booking carrier space, collecting cargo, lodging customs entries, or issuing transport documentation — cancellation may result in costs that cannot be recovered. In such circumstances:

• The Customer remains liable for all costs incurred by MoveHaul up to the point of cancellation, including carrier booking fees, cancellation penalties imposed by shipping lines or airlines, customs processing charges, and transport costs for any cargo already in transit
• Where carrier cancellation penalties apply, these will be passed through to the Customer at cost
• Any refundable balance from advance payments will be returned within 14 business days of final cost reconciliation

Cancellation by MoveHaul

MoveHaul reserves the right to cancel or suspend Services in accordance with the circumstances described in our Terms and Conditions, including non-payment, material breach, regulatory concerns, or force majeure events. Where MoveHaul cancels Services for reasons not attributable to the Customer, any advance payments will be refunded in full less costs already incurred.

2. Refund Eligibility

Refunds may be issued in the following circumstances:

• Overcharges or billing errors: If you have been invoiced for charges that are incorrect or do not correspond to the Services provided, we will investigate and issue a credit note or refund for the difference within 14 business days of confirming the error
• Duplicate payments: If a payment has been processed more than once, the duplicate amount will be refunded within 7 business days of identification
• Service not provided: If a booked service was not performed due to circumstances within MoveHaul's control and no alternative arrangement was made, the Customer is entitled to a full refund of fees paid for that specific service
• Significant service failure: Where MoveHaul has materially failed to deliver Services as agreed and the failure is directly attributable to our negligence, we will work with the Customer to agree on an appropriate remedy, which may include a partial or full refund, credit against future services, or other compensation

3. Non-Refundable Charges

The following charges are generally non-refundable, as they represent costs paid to third parties or government bodies that cannot be recovered once incurred:

• Customs duties and taxes: Import duties, GST, and other government charges paid on behalf of the Customer to the Australian Border Force or foreign customs authorities. Refunds of overpaid duties must be sought directly from the relevant customs authority, and MoveHaul can assist with the lodgement of refund applications where applicable.
• Carrier charges after booking: Freight charges, booking fees, and surcharges paid to shipping lines, airlines, or road transport operators once a booking has been confirmed and space allocated
• Demurrage and detention: Container demurrage, detention, and storage charges imposed by carriers, terminals, or port authorities
• Government inspection and quarantine fees: Charges levied by the Department of Agriculture, Fisheries and Forestry, or other regulatory bodies for biosecurity inspections, fumigation, or treatment of goods
• Documentation and compliance costs: Fees for the preparation and lodgement of customs entries, certificates of origin, phytosanitary certificates, and other regulatory documents that have already been submitted

4. Claims Process

If you believe you are entitled to a refund or wish to dispute a charge, please follow these steps:

Step 1: Contact Our Team

Email info@movehaul.biz or call (02) 9123 4567 with details of your claim, including your job reference number, invoice number, a description of the issue, and any supporting documentation (such as delivery receipts, photographs, or carrier reports).

Step 2: Investigation

MoveHaul will acknowledge your claim within 2 business days and conduct a thorough investigation. This may involve reviewing internal records, contacting carriers or third-party service providers, and consulting relevant documentation. We aim to complete investigations within 14 business days, though complex claims involving international carriers or multiple parties may require additional time.

Step 3: Resolution

Once our investigation is complete, we will provide you with a written outcome detailing our findings and any proposed remedy. If a refund is approved, it will be processed to your original payment method within 7 business days of the resolution being communicated. Credit notes for use against future services may also be offered where appropriate.

5. Dispute Resolution

If you are not satisfied with the outcome of a claim or refund request, you may escalate the matter through the following process:

• Internal escalation: Request a review by MoveHaul's management team by writing to our office address. Management will review the matter independently and respond within 14 business days.
• Mediation: If the dispute remains unresolved, either party may refer the matter to mediation administered by the Australian Disputes Centre (ADC) or an equivalent mediation service in New South Wales. The costs of mediation will be shared equally between the parties unless otherwise agreed.
• Legal proceedings: If mediation does not resolve the dispute, either party may commence legal proceedings in the courts of New South Wales, Australia, in accordance with our Terms and Conditions.

Nothing in this policy limits any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) in relation to services that do not meet consumer guarantees.

6. Contact Us

For any questions about this Return and Refund Policy, or to initiate a cancellation, refund request, or claim, please contact us:

MoveHaul Freight Pty Ltd
Suite 12, 88 Baxter Road
Mascot NSW 2020, Australia

Email: info@movehaul.biz
Phone: (02) 9123 4567