Refunds and cancellations —
how money comes back
When a payment gets refunded, how cancellations work at each stage of a job, and the timelines for getting money back. Effective 1 January 2026.
Money back, no maze
Freight is a service, not a product — you can't un-drive a truck. So refunds work on the principle of work actually done: if we haven't spent it, you get it back.
That means cancellations before dispatch cost nothing. After dispatch, the refund is the quoted price minus what's already been committed. Simple maths, applied honestly.
At a glance
- Pre-dispatch cancellation: 100% back
- Post-dispatch: minus committed costs
- Refunds processed within 7 days
- Overpayments always returned
Cancelling before anything moves
Email or call before the pickup happens and the job is cancelled free — any prepayment comes back in full. 'Before dispatch' means before a truck is assigned to your job, which we'll confirm when you cancel.
Cancelling mid-job
Once freight is collected, the committed costs are real — the pickup, the linehaul leg if it's already moved, storage days used. Refund is the quote minus those committed costs, itemised so you can see exactly where the money went.
Failed deliveries
If a delivery fails because of us — missed window, wrong vehicle sent — the re-delivery is free and any delay cost that's genuinely ours gets credited. If it fails because the address was wrong or nobody was home after the call-ahead, the re-delivery is charged at cost.
Damaged or lost goods
Damage claims go through the goods-in-transit cover — photograph the item and packaging, notify us within 48 hours of delivery, and the claim moves. Lost consignments are covered under the same policy up to the declared value.
How refunds are paid
Back to the original payment method — card payments land in 3–5 business days after processing, account clients get the credit on the next invoice or an EFT refund if they prefer. We process refund requests within 7 days of agreement.
Storage refunds
Storage bills monthly in advance; if stock comes out mid-month, the unused portion is credited — you don't pay for a pallet location that's empty.
Talk to us about this
Refund request, cancellation, or a delivery that went wrong? Email the details or call — damaged freight goes faster by phone.
- Email: routeprimegroup@gmail.com — mark it "Privacy" so it skips the queue
- Phone: +61 2 9158 8734, Mon–Fri 8:00–18:00 AEST
- Post: Route Prime Group Pty Ltd, 12/400 George St, Sydney NSW 2000
George Street office
The inbox your request lands in
Paper trail, kept properlyRefund questions
Money back, the common cases.
Our other policies
Plain English, same as this one.
Now back to
moving freight
Policies are important — but a pallet that needs to be in Melbourne by Friday is more interesting. Send us the details.