CANCELLATION POLICY

We ask that you please reschedule or cancel at least 1 hour before the beginning of your appointment.

For a pickup and delivery Booking, the cancellation deadline is one hour before the beginning of the confirmed pickup time window. If you cancel or reschedule your Booking before the applicable cancellation deadline, we will refund or transfer the upfront payment. If you cancel or request to reschedule after the cancellation deadline but before the work begins, or fail to make your Items available at the nominated address during the confirmed pickup time window, we may deduct a cancellation fee of $10.00 from the upfront payment. If work has already begun, charges for services performed and reasonable costs incurred will be handled in accordance with applicable law rather than as a cancellation fee. This fee contributes towards the reasonable administrative, travel and service-capacity costs associated with Booking. Any remaining amount will be refunded. If we cancel your Booking and cannot offer a suitable alternative service time, the upfront payment will be refunded in full.

For a Locker Booking, the cancellation deadline is the applicable cut-off time, which is 9am, on the requested service day. If you cancel or reschedule before the cancellation deadline, we will refund or transfer the upfront payment. If you cancel or request to reschedule after the cancellation deadline, or fail to deposit your Items and notify us by the applicable cut-off time on the requested or confirmed service day, we may deduct a cancellation fee of $10.00 from the upfront payment to contribute towards the reasonable administrative costs and the service capacity reserved for the Booking. Any balance will be refunded. The fee will not apply if no locker is available when you arrive and we cannot arrange a suitable alternative drop-off time. If we decline or cancel your Booking and cannot offer a suitable alternative service time, the upfront payment will be refunded in full. If work has already begun when you cancel your Booking, charges for services performed and reasonable costs incurred will be handled in accordance with applicable law rather than as a cancellation fee. If you have already deposited Items in a locker when you cancel your Booking, you must contact us before the cut-off time to arrange their retrieval. Cancelling a Booking does not itself remove the Items from the locker.

We may cancel a Booking if:

• information you provide is materially incomplete or false;

• the Items are unavailable, unsafe or outside our accepted service scope;

• payment is not made when due; or

• an event outside our reasonable control prevents us from providing the Services.

We will notify you promptly where practicable. We will refund amounts paid for Services not supplied, less any amounts lawfully payable for Services already performed or reasonable costs already incurred.