Vehicle Relocation Terms and Condition plus Cancellation Policy
Welcome to CARCOOLIE! We aim to make vehicle relocation convenient, transparent, and reliable. These terms explain how our services work and what you can expect when booking with us.
1. Booking and vehicle details
Please provide accurate vehicle details, registration information, required documents, and pickup and delivery addresses. Your booking is confirmed once the required information and applicable payment have been verified.
2. Vehicle inspection and handover
We generally inspect the vehicle at pickup and record its visible condition, including existing scratches, dents, and damage, in a Vehicle Handover Document (VHD). Photographs or videos may also be taken for documentation. Please review the VHD before handing over your vehicle.
3. Vehicle readiness and personal belongings
Vehicles are expected to be ready for normal loading and unloading unless a non-running vehicle service has been arranged. Please share any known mechanical, electrical, battery, tyre, or brake issues in advance.
For a smooth and secure journey, we recommend removing valuables, documents, electronics, and personal belongings before handover. Illegal, hazardous, explosive, inflammable, or restricted items cannot be carried inside the vehicle. Additional handling charges may apply to non-running vehicles or vehicles requiring special assistance.
CARCOOLIE is not responsible for pre-existing damage, unrelated mechanical or electrical failures, or damage caused by belongings left inside the vehicle, subject to applicable law and any agreed coverage.
4. Pickup, delivery, and additional charges
Please ensure the vehicle is available at the agreed pickup location and time. Additional charges may apply for extra distance, waiting time, storage, special handling, or services beyond the original booking. We will communicate these charges in advance wherever reasonably possible.
5. Delivery timelines and route changes
Delivery timelines are estimates unless a specific timeline has been confirmed in writing. Traffic, weather, road conditions, accidents, breakdowns, road closures, government restrictions, and other unforeseen circumstances may affect delivery. We will make reasonable efforts to communicate significant delays and resume the service as soon as conditions permit. Routes may be adjusted for safety, operational, or regulatory reasons. Delays caused by circumstances beyond our reasonable control may be outside our responsibility, subject to applicable law.
6. Vehicle damage and claims
We take reasonable care of vehicles while they are in our custody. At delivery, please inspect your vehicle and report any newly observed damage to the delivery representative, preferably before accepting the vehicle.
For any damage, loss, or service-related concern, please contact CARCOOLIE promptly. We may review the VHD, photographs, videos, and relevant documents to assess the matter. Claims raised after delivery may require additional verification.
7. Payments and outstanding amounts
The agreed transportation charges cover the services included in your booking. Any separately applicable charges will be communicated during booking. Outstanding service or storage charges may need to be settled before delivery.
Payments are processed through secure payment methods and payment partners available at checkout. Payment information is handled according to the provider’s security practices, and CARCOOLIE uses reasonable safeguards to protect your personal information against unauthorized access, loss, or misuse.
8. Cancellation & Refund Policy
Cancellation may be requested before the vehicle is loaded onto the carrier. Any applicable refund shall be processed after deducting the handling charges and other applicable costs. For any further queries regarding cancellations, please contact us via email or at the phone number provided on our website.
9. Information We Collect & Use
We collect relevant details such as your name, contact information, pickup and delivery addresses, vehicle details, required documents, payment status, communications, and vehicle inspection photos or videos. This information helps us manage bookings, coordinate transportation, process payments and refunds, provide customer support, handle claims, improve our services, and meet legal requirements.
10. Information Sharing & Security
Relevant information may be shared with our logistics partners, drivers, payment providers, insurers, and authorities where legally required, solely as needed to provide services or meet legal obligations. Payments are processed through available payment partners, and reasonable safeguards are used to protect your personal information.
11. Data Retention & Privacy Requests
Information is retained for as long as necessary for service delivery, financial records, claims, disputes, and legal requirements. You may contact CARCOOLIE to request access to or correction of your personal information, or to raise a privacy concern, subject to applicable law.
12. Cookies & Policy Updates
Our website may use cookies to support functionality and understand website usage. You can manage certain cookies through your browser settings. Any policy updates will be published on our website.
By booking a service, making payment, accepting a quotation, or selecting the acceptance checkbox, you acknowledge the applicable Terms & Conditions, Cancellation & Refund Policy, and Privacy Policy.