This policy sets out how MeowX Pty Ltd (ABN 91 698 182 580) (we, us, or our) handles cancellations, refunds and claims for delivery jobs via our MeowX Go and MeowX Driver platform.
1.User Cancellations
1.1Cancellation Before Confirmation: If a User cancels a Request before a Driver accepts, no cancellation fee will be payable. We will refund the Delivery Price and the Service Fee.
1.2Cancellation After Confirmation: If a User cancels:
| Circumstance | What happens |
|---|---|
| After a Driver accepts, but before the Driver arrives at the pickup location | We will refund the Delivery Price, less a cancellation fee of $4.40 (incl. GST). We will retain the Service Fee. |
| After the Driver arrives at the pickup location but before the item is collected | We will refund the Delivery Price, less a cancellation fee of $8.80 (incl. GST). We will retain the Service Fee. |
| After the Driver has collected the item, but before delivery | Clause 6 will apply. |
2.Waiting Fee
2.1Initial Waiting Period: If pickup or delivery cannot proceed, Drivers will wait up to 8 minutes at the pickup or delivery location (as applicable). During the waiting period, the Driver will notify the User via the App to attempt to arrange collection or delivery (as applicable).
2.2Follow-up Waiting Period: Where the User asks the Driver to wait beyond the initial 8-minute waiting period and the Driver accepts, the maximum follow-up waiting period at each location is 10 minutes. Once the Driver has waited for the maximum waiting period, the Delivery Job will automatically be cancelled. If the Delivery Job is cancelled after the item has been collected, clause 6 will apply.
2.3Pickup: Where a Driver has waited for 8 minutes at the pickup location, the User may:
cancel the Delivery Job. We will refund the Delivery Price, less a cancellation fee of $4.40 (incl. GST). We will retain the Service Fee; or
ask the Driver to continue waiting. If the Driver accepts, a waiting fee of $0.55 per minute (incl. GST) will be charged to the User, up to a maximum of $5.50 per stop (incl. GST). If the Driver chooses to cancel, no cancellation fee will be payable and we will refund the Delivery Price and Service Fee.
2.4Delivery: Where a Driver has waited for 8 minutes at the delivery location, the User may:
cancel the Delivery Job. We will refund the Delivery Price, less a cancellation fee of $8.80 (incl. GST). We will retain the Service Fee;
ask the Driver to continue waiting. If the Driver accepts, a waiting fee of $0.55 per minute (incl. GST) will be charged to the User, up to a maximum of $5.50 per stop (incl. GST). If the Driver chooses to cancel, no cancellation fee will be payable and we will refund the Delivery Price and Service Fee; or
ask the Driver to return the item to the pickup location, and clause 6 will apply.
3.Failed Deliveries
3.1If a Driver cannot complete delivery, they will wait for up to 8 minutes without charge and follow the process in clause 2.
3.2If a delivery still cannot be completed, then:
| Circumstance | What happens |
|---|---|
| The User has requested a Delivery Job involving a prohibited item, as set out in our Prohibited Items Policy, (available on the App) | The Delivery Job will be cancelled. We will refund the Delivery Price, less a cancellation fee of $4.40 (incl. GST) where cancellation occurs before pickup and $8.80 (incl. GST) where cancellation occurs after pickup. We will retain the Service Fee. |
| The User cannot be contacted before pickup, after the initial 8-minute waiting period | We will refund the Delivery Price, less a cancellation fee of $4.40 (incl. GST). We will retain the Service Fee. |
| The User cannot be contacted before delivery, after the initial 8-minute waiting period | Clause 6 will apply. |
| The recipient refuses to accept the item | Clause 6 will apply. |
| The Delivery PIN cannot be obtained from the recipient and no alternative verification is available | Clause 6 will apply. |
| The delivery address is inaccessible or does not exist. | Clause 6 will apply. |
| The Driver is unable to complete delivery for reasons outside the Driver’s control. | Users and Drivers must notify us via the App and we will review on a case-by-case basis. |
4.Driver Payouts
4.1Where we charge a User a cancellation, waiting or return fee under clause 1, 2, 3 or 6, the assigned Driver will receive a payout of 75% of the fee received by us, which will be processed weekly through our third-party payment processor and distributed to the bank account the Driver has provided.
5.Driver Cancellations
5.1If a Driver cancels a Delivery Job for convenience:
| Circumstance | What Happens |
|---|---|
| Before the Driver collects the item | Users may choose to cancel and will receive a refund of the Delivery Price and Service Fee. If a User chooses to rebook, we will attempt to assign the Delivery Job to a different Driver. If no other Driver is available, we will cancel the Delivery Job and refund the Delivery Price and the Service Fee. |
| After the Driver collects the item | Users will receive a full refund of the Delivery Price and Service Fee, and clause 6 will apply. |
5.2If a Driver cancels under clause 5.1:
they will not be entitled to a payout of the Delivery Price.
any relevant Service Fees are still due to us even where we have refunded Users and those fees are a debt due and payable by Drivers to us which we may deduct from any future payments made in favour of the Drivers via the App.
5.3If a Driver cancels for reasons other than convenience (such as for reasons outside their reasonable control), we will review this on a case-by-case basis.
6.Return Fees
Return to Pickup Location
6.1Where a Delivery Job is cancelled after the item has been collected by the Driver, Drivers must attempt to return the item to the pickup location. If the Driver returns the item to the pickup location, the User can choose to rebook the Delivery Job.
6.2A return fee of 75% of the original Delivery Price (incl. GST) applies (minimum $7.70 (incl. GST)) where a Driver returns an item to the pickup location after collection.
6.3If Drivers cannot return the item to the pickup location, we will attempt to contact the relevant User via the App to arrange redelivery or collection.
Responsibility for Return Fee
6.4Responsibility for the return fee depends on the reason for return:
| Reason for the Return | Who is Responsible for the Return Fee |
|---|---|
| User cancellation | User |
| Prohibited item | User |
| Sender error (e.g. wrong address entered by User, incomplete delivery details) | User |
| Recipient no-show or refusal to accept delivery | User |
| Inaccessible building or location (not caused by Driver) | User |
| Driver error or fault | Driver |
| Driver cancellation | Driver |
7.Claims for Lost, Stolen, or Damaged Goods
7.1If a User's item is lost, stolen, damaged or not delivered, the User may notify us via the App.
7.2The Driver is responsible for delivering the User’s item with reasonable care. However, if items are lost, stolen, damaged or undelivered, and Users have made an effort to communicate with the assigned Driver, then we may investigate the incident. Users and Drivers agree to cooperate with our investigation and provide evidence upon request (including proof of pickup and proof of delivery).
7.3If we decide to investigate, we may:
suspend or terminate a Driver’s access to the App; or
issue a full or partial refund,
in accordance with the MeowX Go Terms and MeowX Driver Terms (available on the App).
7.4Where we issue a refund under clause 7.3(b), we may charge the Driver for the relevant amount or deduct such amount from future payments in accordance with the MeowX Driver Terms.
7.5Users may have rights under guarantees, rights or other remedies provided by law, including under the Australian Consumer Law (see clause 9 below).
8.MeowX Cancellations
8.1We may cancel a Delivery Job that cannot be completed due to circumstances outside our reasonable control, or where we reasonably suspect:
that the Delivery Job involves a prohibited item (as set out in our Prohibited Items Policy, available on the App);
fraudulent or illegal activity; or
breach of our MeowX Go Terms by the User or breach of our MeowX Driver Terms by the Driver.
8.2Cancellations due to prohibited items will be deemed failed deliveries and handled in accordance with clause 3.
9.Australian Consumer Law
In Australia, our services come with guarantees which cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Nothing in this policy should be interpreted to exclude, restrict or modify the application of, or any rights or remedies you may have under, any part of the Australian Consumer Law (as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
10.Amendments
We may update this policy at any time by publishing the updated policy to our App or website.
11.Contact Us
For more information, contact us by email at support@meowx.com.au.
MeowX Pty Ltd (ACN 698 182 580)