1. Definitions
For the purpose of these Terms:
- Drop-X means Drop-X Transportation Pty Ltd, including its employees, officers, agents, representatives, contractors, and subcontractors.
- Customer means any person, business, company, sender, receiver, consignor, consignee, or party requesting or using Drop-X services.
- Goods means all freight, items, packages, pallets, products, materials, and their contents provided for transport.
- Services means transport, collection, delivery, handling, coordination, and related logistics services provided by Drop-X.
- Subcontractor means any independent contractor, carrier, transport operator, or third party engaged by Drop-X to perform all or part of the Services.
- Dangerous Goods means goods classified as dangerous, hazardous, restricted, or regulated under applicable Australian legislation, including the Australian Dangerous Goods Code (ADG Code).
2. Acceptance of Terms
By placing a booking, making payment, providing freight details, allowing collection of Goods, or accepting delivery, the Customer acknowledges and agrees that:
- these Terms apply to all Services provided by Drop-X;
- the Customer has authority to enter into this agreement;
- the information provided to Drop-X is accurate and complete;
- the Customer accepts responsibility for complying with these Terms.
No override without writing
No verbal agreement, instruction, or representation will override these Terms unless confirmed in writing by Drop-X.
3. Carrier Status and Service Scope
Drop-X provides transport and logistics coordination services and is not a common carrier.
Drop-X reserves the right to:
- accept or refuse any booking;
- inspect freight before acceptance;
- refuse unsafe, prohibited, incorrectly declared, or unsuitable Goods;
- suspend or cancel Services where these Terms are breached.
Provision of Services
Services are provided only under these Terms and any agreed written service arrangements.
4. Bookings, Payments and Accounts
4.1 Payment Requirements
All bookings must be paid in full prior to pickup unless the Customer has an approved Drop-X account.
Approved account customers are subject to agreed payment terms.
Unless otherwise agreed:
- invoices are payable within the approved account period;
- overdue accounts may result in suspension of Services;
- Drop-X may require payment before future bookings are accepted.
4.2 Accurate Booking Information
The Customer must provide accurate information including:
- pickup address;
- delivery address;
- contact details;
- freight dimensions;
- freight weight;
- number of items;
- loading requirements;
- site access conditions.
Consequences of incorrect information
The Customer acknowledges that incorrect information may result in additional charges, delays, cancellation, or refusal of service.
5. Fuel Levy and Transaction Charges
In addition to the quoted transport rate, Drop-X may apply a fuel levy and payment transaction charges. Where these apply, they will be shown on the quote or invoice.
Fuel Levy
A fuel levy may be applied to bookings to offset changes in fuel prices.
The fuel levy is calculated as a percentage of the base transport charge and may be adjusted from time to time in line with prevailing fuel prices, without prior notice.
Transaction Charges
A payment processing fee of 2.2% applies to card and electronic payments. This fee is calculated on the total payment amount, including GST and any applicable fuel levy.
The 2.2% payment processing fee is non-refundable, including where a booking is later cancelled or refunded.
6. Refund Policy
Drop-X aims to provide transparent and fair transport services. Refunds are provided only in accordance with these Terms or where required under Australian Consumer Law.
6.1 Processing Fees
Approved refunds will be processed to the original payment method.
The 2.2% payment processing fee is non-refundable.
Drop-X may deduct reasonable costs already incurred, including:
- driver allocation;
- dispatch costs;
- travel expenses;
- administration costs;
- third-party charges.
6.2 Customer Cancellations
Bookings cancelled:
- More than 4 hours before pickup — eligible for refund less the 2.2% payment processing fee and any costs already incurred.
- Less than 2 hours before pickup — a cancellation fee of 50% of the booking value applies.
- Same-day urgent, priority, or after-hours bookings — non-refundable once confirmed due to operational commitments and driver allocation.
6.3 Completed or Commenced Services
Once transport has commenced, no refund will be provided except where required by law.
7. Futile Bookings and Misrepresentation
A booking may be considered futile where the Customer provides incorrect, incomplete, misleading, or materially inaccurate information.
Examples include:
- incorrect freight dimensions;
- incorrect weight declarations;
- incorrect addresses;
- inaccurate site conditions;
- deliberately understating freight requirements.
Where a futile booking occurs
- service may be cancelled on-site;
- no refund will apply where deliberate misrepresentation has occurred;
- additional costs may apply;
- a new booking with correct information will be required.
Genuine mistakes
Where a genuine mistake occurs, Drop-X may provide a partial refund at its discretion, less costs incurred and the 2.2% processing fee.
8. Business-Only Service Requirements
Drop-X operates exclusively between approved business locations unless written approval is provided.
The Customer must not book deliveries to or from the following unless expressly approved by Drop-X:
- residential properties;
- shopping centres;
- hospitals;
- universities;
- airports;
- Melbourne CBD locations.
Where a booking is made contrary to this requirement
- the booking may be cancelled;
- refund eligibility is limited to the original payment less the 2.2% processing fee;
- a new booking may be required at the applicable rate.
9. Freight Specifications
The Customer must accurately declare all freight details.
- Standard pallet: maximum 1165mm x 1165mm, maximum weight 500kg.
- Euro pallet: maximum 1200mm x 800mm, maximum weight 250kg.
- Oversized freight must be declared before booking. Items up to 2500mm x 1700mm may be charged according to pallet space requirements.
Pricing adjustments
Drop-X reserves the right to adjust pricing where actual freight differs from declared specifications.
10. Packaging and Freight Preparation
The Customer is responsible for ensuring all Goods are:
- properly packaged;
- suitable for transport;
- securely wrapped, strapped, palletised, or restrained;
- safe for handling;
- correctly labelled where required.
No verification of contents
Drop-X does not inspect, open, test, or verify the internal condition of Goods. Acceptance of Goods for transport does not confirm condition, quality, quantity, packaging adequacy, or suitability for transport.
Drop-X is not responsible for damage caused by inadequate packaging, securing, preparation, or inherent defects.
11. Loading and Site Access
The Customer must ensure:
- freight is ready at the scheduled pickup time;
- safe access is available;
- loading areas are suitable;
- required equipment is available;
- forklift and operator are present where required.
Unsafe conditions
If forklift access is unavailable, manual handling charges may apply.
Drivers may refuse loading or unloading where conditions are unsafe or may cause injury, vehicle damage, or risk to Goods.
12. Waiting Time Charges
Drop-X provides a 10-minute grace period at both pickup and delivery locations.
Where delays exceed the applicable grace period, waiting time will be charged at $1.00 per minute.
Waiting time charges may apply where delays are caused by:
- freight not being ready for collection;
- unavailable pickup or delivery contacts;
- delays caused by the Customer, sender, receiver, or site personnel;
- lack of required loading equipment;
- restricted or unsafe site access;
- incorrect booking information;
- unloading delays.
Payable regardless of outcome
Waiting time charges are payable regardless of whether the delivery is ultimately completed.
13. After-Hours Deliveries
After-hours services are deliveries performed between 5:00 PM and 12:00 AM.
The Customer must ensure a responsible authorised person is available at the delivery location to receive the Goods.
Where no authorised person is available:
- the delivery may be considered unsuccessful;
- return-to-sender charges may apply;
- additional attendance, storage, or redelivery fees may apply.
Non-refundable bookings
Same-day, urgent, and after-hours bookings are non-refundable once confirmed due to driver allocation and operational commitments.
14. Cancellations and Amendments
14.1 Customer Cancellations
Cancellation requests must be submitted in writing. The following cancellation fees apply:
- More than 4 hours before scheduled pickup — refund available less the 2.2% payment processing fee and any costs already incurred by Drop-X.
- Less than 2 hours before scheduled pickup — a cancellation fee equal to 50% of the booking value applies.
- After pickup has commenced — no refund will apply.
14.2 Booking Amendments
Any changes to the following must be requested at least 1 hour before scheduled pickup:
- pickup location;
- delivery location;
- freight specifications;
- vehicle requirements;
- delivery requirements.
Refusal of amendments
Drop-X may refuse amendments where operational requirements prevent changes. Additional charges may apply where changes affect the original booking requirements.
15. Failed Deliveries and Return to Sender
Where delivery cannot be completed due to circumstances outside Drop-X's control, including incorrect address details, closed premises, unavailable receiver, refusal to accept delivery, unsafe access, or incorrect booking information, the Customer remains responsible for all applicable charges.
These may include:
- return-to-sender transport charges;
- additional delivery attempts;
- storage charges;
- waiting time;
- administration fees.
Storage fee
A storage fee of $25 per overnight period may apply where freight cannot be delivered or collected.
16. Excluded and Restricted Goods
Drop-X does not transport prohibited, restricted, unsafe, or undeclared Goods. Unless expressly approved in writing, prohibited Goods include:
- dangerous goods;
- explosives;
- firearms, weapons, and ammunition;
- illegal substances;
- controlled drugs;
- counterfeit goods;
- stolen goods;
- alcohol and tobacco products;
- animals;
- perishables requiring temperature control;
- cash, currency, or negotiable instruments;
- valuables requiring specialised security;
- goods requiring special handling not agreed before booking.
Right to inspect and refuse
Drop-X reserves the right to inspect, refuse, suspend, or terminate transport where Goods are suspected to be unsafe, illegal, or incorrectly declared.
17. Legal Compliance and Customer Declarations
The Customer warrants that all Goods transported through Drop-X comply with all applicable Australian laws and regulations, including but not limited to:
- Customs Act 1901 (Cth);
- Biosecurity Act 2015 (Cth);
- Dangerous Goods (Road and Rail Transport) Act 2018 (Vic);
- Australian Dangerous Goods Code (ADG Code);
- Criminal Code Act 1995 (Cth).
Customer declarations
The Customer declares that:
- Goods are lawful;
- Goods are accurately described;
- Goods are correctly declared;
- the Customer has authority to transport the Goods.
Inspection and reporting
The Customer acknowledges that Drop-X may inspect Goods where reasonably required and may report suspected unlawful Goods to relevant authorities without liability.
18. Liability and Insurance
Drop-X's liability is limited to the maximum extent permitted by law. Drop-X is not liable for:
- indirect loss;
- consequential loss;
- loss of profit;
- loss of business opportunity;
- loss of production;
- contractual losses;
- reputational damage.
Maximum liability
Customers should arrange their own insurance where Goods require protection beyond the limitations contained in these Terms.
Unless otherwise required by law, Drop-X's maximum liability is limited to the cost of the transport service, or $500, whichever amount is greater.
Nothing in these Terms excludes rights or remedies that cannot legally be excluded under Australian Consumer Law.
19. Condition of Goods and Packaging Responsibility
Goods are accepted for transport strictly in the condition presented at pickup. Drop-X does not inspect or verify internal condition, quality, quantity, packaging effectiveness, or suitability for transport.
Drop-X is not liable for:
- pre-existing damage;
- concealed damage;
- defective Goods;
- deterioration;
- leakage;
- shrinkage;
- inadequate packaging;
- improper securing.
Receipt only
Any collection scan, signature, photograph, or acceptance of Goods confirms receipt only and does not confirm the condition of the Goods.
20. Subcontractors and Third-Party Carriers
Drop-X may subcontract any part of the Services. Subcontractors may include independent transport operators and third-party carriers.
The Customer acknowledges that:
- subcontractors operate independently;
- subcontractor terms, conditions, and insurance arrangements may apply;
- Drop-X may coordinate transport through third parties.
Claims assistance
Drop-X will provide reasonable assistance with claims involving subcontractors.
To the maximum extent permitted by law, Drop-X is not responsible for acts, omissions, delays, or failures of independent subcontractors except where liability cannot legally be excluded.
21. Optional Transit Insurance
Drop-X does not automatically provide full transit insurance.
Customers requiring additional freight insurance must request this in writing before pickup.
Additional charges may apply depending on:
- freight value;
- risk category;
- destination;
- insurance requirements.
Where no insurance is arranged
Where no additional insurance has been arranged, the Customer acknowledges that Goods are transported subject to these Terms and the applicable liability limitations.
22. Claims
Any claim relating to loss, damage, or service issues must be submitted to Drop-X in writing.
22.1 Damage Claims
Claims for visible damage must be reported within 7 days of delivery. The Customer must provide:
- booking details;
- proof of delivery;
- photographs;
- evidence of damage;
- supporting documentation requested by Drop-X.
Notice timeframe
Failure to provide notice within the required timeframe may affect the Customer's ability to make a claim.
22.2 Non-Delivery Claims
Claims relating to non-delivery must be submitted within 60 days of the scheduled delivery date. Claims submitted outside this timeframe may not be accepted.
22.3 Legal Proceedings
Any legal action relating to the Services must commence within 12 months from the date the issue giving rise to the claim occurred, unless a longer period is required by law.
23. Customer Warranties and Indemnity
The Customer warrants that:
- all information supplied to Drop-X is accurate and complete;
- Goods are lawful, safe, and correctly declared;
- Goods are appropriately packaged and prepared for transport;
- pickup and delivery locations are safe and accessible;
- the Customer has authority to request transport of the Goods.
Indemnity
The Customer indemnifies Drop-X, its directors, employees, agents, drivers, and subcontractors against any loss, damage, claim, penalty, cost, or expense arising from:
- inaccurate information supplied by the Customer;
- unsafe freight;
- prohibited or incorrectly declared Goods;
- breach of these Terms;
- breach of applicable laws;
- negligence or actions of the Customer, its employees, contractors, or representatives.
24. Force Majeure and Delivery Delays
Drop-X will make reasonable efforts to complete Services within estimated timeframes. However, delivery times are indicative only and are not guaranteed unless expressly agreed in writing.
Drop-X is not responsible for delays caused by events outside its reasonable control, including:
- traffic conditions;
- road closures;
- severe weather;
- accidents;
- vehicle breakdowns;
- mechanical failures;
- strikes;
- government restrictions;
- emergency situations;
- delays caused by third parties.
Not a breach
Such delays do not constitute a breach of contract.
25. Driver Fatigue and Safety Compliance
Drop-X prioritises the safety of drivers, customers, and the public.
Drop-X operates in accordance with applicable Australian workplace safety, transport safety, and fatigue management obligations.
Where a driver is assessed as fatigued, unsafe, or unable to legally continue driving, Drop-X may:
- delay delivery;
- reschedule transport;
- arrange an alternative delivery timeframe;
- cease transport until safe operation can resume.
Customer acknowledgement
The Customer acknowledges that:
- safety requirements take priority over delivery deadlines;
- lawful driving hours must be observed;
- fatigue-related delays do not constitute service failure.
26. Chain of Responsibility Compliance
The Customer acknowledges obligations under applicable Chain of Responsibility laws, including the Heavy Vehicle National Law where applicable.
The Customer warrants that:
- freight weights are accurately declared;
- Goods are safely packaged;
- Goods are correctly restrained;
- loading conditions are safe;
- information provided to Drop-X is accurate.
Prohibited requests
The Customer must not request, encourage, or require Drop-X or its drivers to:
- exceed legal weight limits;
- operate unsafely;
- breach fatigue requirements;
- transport improperly declared Goods.
Indemnity
The Customer indemnifies Drop-X against claims, penalties, losses, or costs arising from Customer-controlled Chain of Responsibility breaches.
27. Driver and Contractor Protection
No employee, driver, contractor, or subcontractor of Drop-X is personally liable to the Customer for any claim relating to the Services. Any claim must be made against Drop-X subject to these Terms.
The Customer must not:
- threaten;
- harass;
- intimidate;
- interfere with;
- directly pursue individual drivers or contractors.
28. Non-Solicitation
The Customer agrees not to directly or indirectly engage, employ, contract, or solicit any Drop-X driver, contractor, or subcontractor introduced through Drop-X.
This restriction applies during the service relationship and for 12 months following the last completed service.
This clause does not prevent a driver or contractor from providing services where no connection was established through Drop-X.
29. Dispute Resolution
The parties agree to attempt to resolve disputes through good-faith communication before commencing legal proceedings.
The dispute process includes:
- Written notice outlining the issue;
- Reasonable opportunity to respond;
- Attempted commercial resolution;
- Mediation where appropriate.
Urgent remedies
Nothing prevents either party from seeking urgent legal remedies where required.
30. Governing Law
These Terms are governed by the laws of Victoria, Australia.
The Customer agrees to submit to the jurisdiction of Victorian courts and applicable Australian courts.
31. Quotes and Pricing Adjustments
Quotes are based on information provided by the Customer.
Drop-X reserves the right to adjust pricing where actual conditions differ from quoted information, including:
- additional freight;
- incorrect dimensions;
- additional weight;
- additional handling requirements;
- access restrictions;
- waiting time;
- additional travel requirements.
Binding quotes
A quote does not become binding until accepted and confirmed by Drop-X.
32. Entire Agreement
These Terms represent the entire agreement between Drop-X and the Customer regarding the Services.
Any variation must be agreed in writing by an authorised representative of Drop-X.
No verbal statement, advertisement, website content, or informal communication modifies these Terms unless expressly confirmed in writing.
33. Severability and Waiver
If any provision of these Terms is found invalid, illegal, or unenforceable, that provision will be removed or limited to the extent required. The remaining provisions will continue to apply.
Failure by Drop-X to enforce any provision does not constitute a waiver of its rights.
34. Privacy
Drop-X collects, uses, stores, and manages Customer information in accordance with the Privacy Act 1988 (Cth) and applicable privacy obligations.
Customer information may be used for purposes including:
- processing bookings;
- providing transport services;
- communicating service updates;
- issuing invoices;
- managing accounts;
- resolving disputes;
- improving operational services.
Communications and security
Drop-X may send service-related communications, including booking confirmations, delivery updates, invoices, and relevant business communications.
Marketing communications may be sent where permitted by law. Customers may unsubscribe from marketing communications by contacting info@drop-x.com.au.
Drop-X takes reasonable steps to protect Customer information from misuse, loss, unauthorised access, modification, or disclosure.
35. Right to Refuse Service
Drop-X reserves the right to refuse, suspend, or terminate any booking or Service where:
- Goods are unsafe, prohibited, restricted, or incorrectly declared;
- freight specifications do not match booking information;
- site conditions create a safety risk;
- loading or unloading requirements cannot be safely completed;
- payment obligations have not been met;
- the Customer breaches these Terms;
- continuing the Service may expose Drop-X, its drivers, contractors, or others to unreasonable risk.
Customer responsibility
Where refusal of service results from Customer actions, inaccurate information, or breach of these Terms, the Customer remains responsible for applicable charges.
36. Vehicle and Equipment Damage
The Customer is responsible for any loss, damage, contamination, or repair costs caused to Drop-X vehicles, equipment, or property resulting from:
- unsafe loading practices;
- unsafe unloading practices;
- forklift or machinery operation;
- leaking, spilling, or contaminated Goods;
- unsecured freight;
- actions or negligence of the Customer, receiver, employees, contractors, or representatives.
Reimbursement
The Customer agrees to reimburse Drop-X for reasonable costs associated with:
- cleaning;
- repairs;
- recovery;
- replacement;
- downtime caused by damage.
37. Termination and Suspension
Drop-X may suspend, restrict, or terminate Services where:
- the Customer breaches these Terms;
- payment obligations are not met;
- inaccurate or misleading information is repeatedly provided;
- the Customer engages in unsafe, abusive, threatening, or inappropriate conduct;
- continued service creates operational, financial, or safety risks.
Notice and outstanding charges
Where a breach occurs, Drop-X may provide notice and an opportunity to remedy the breach where reasonably practical. Immediate suspension or termination may occur where urgent safety, legal, or payment concerns exist.
Abandoned freight may be stored, returned, or disposed of where legally permitted, with reasonable notice provided to the Customer where possible.
All outstanding charges remain payable following termination.
38. GST
Unless otherwise stated, all prices quoted by Drop-X include applicable GST.
Where GST applies, the Customer agrees to pay the GST component in addition to any amount where legally required.
39. Proof of Delivery
Drop-X may use any reasonable form of delivery confirmation, including:
- receiver signature;
- receiver name confirmation;
- photographs;
- GPS timestamps;
- electronic scans;
- digital confirmation;
- delivery records.
Evidence and disputes
Proof of delivery records maintained by Drop-X are considered evidence of delivery unless proven otherwise.
Any dispute regarding delivery must be raised within 48 hours of delivery confirmation.
The Customer acknowledges that proof of delivery may confirm completion of delivery even where no physical signature is obtained.
40. Payment Disputes and Chargebacks
The Customer remains responsible for all charges incurred in connection with the Services.
The Customer must not initiate unauthorised payment disputes, chargebacks, or payment reversals without first attempting to resolve the matter directly with Drop-X.
Where a payment dispute or chargeback is raised without valid justification, Drop-X may:
- suspend future Services;
- recover outstanding amounts;
- charge reasonable administrative costs associated with recovery.
Charges remain payable
Transport charges remain payable where Services have been performed or costs have been incurred.
41. Partial Deliveries and Split Loads
Where Goods are transported as multiple shipments, each shipment is treated separately.
Delivery confirmation for one shipment does not depend on completion of another shipment.
Failure to deliver part of a split load does not entitle the Customer to:
- refuse payment for completed deliveries;
- withhold unrelated transport charges;
- dispute completed Services.
Each delivery separate
Each completed delivery remains subject to these Terms.
42. Customs and Regulatory Compliance
The Customer is responsible for ensuring all Goods comply with applicable:
- import requirements;
- export requirements;
- customs obligations;
- biosecurity requirements;
- regulatory restrictions.
Indemnity
The Customer indemnifies Drop-X against any:
- fines;
- penalties;
- duties;
- seizure costs;
- claims;
- losses arising from incorrectly declared, restricted, prohibited, or unlawful Goods.
43. Electronic Communications and Digital Acceptance
The Customer agrees that electronic communications may be used for all aspects of the Services. This includes:
- bookings;
- confirmations;
- invoices;
- delivery updates;
- agreements;
- notices.
Acceptance and records
Acceptance through website bookings, online forms, email confirmation, SMS confirmation, or electronic payment constitutes acceptance of these Terms.
Electronic records may be relied upon as evidence of agreement.
44. Repeat Misrepresentation or Misuse
Drop-X may refuse future Services to any Customer who repeatedly:
- provides inaccurate information;
- misuses the booking system;
- attempts to avoid applicable charges;
- breaches these Terms;
- engages in fraudulent or misleading conduct.
No ongoing obligation
Previous acceptance of bookings does not create an obligation for Drop-X to continue providing Services.
45. Record Retention
Drop-X may retain records relating to Services for a minimum period of 12 months. Records may include:
- booking information;
- invoices;
- payment records;
- communications;
- freight details;
- proof of delivery;
- photographs;
- GPS records;
- service history.
Use of records
Such records may be used for:
- operational purposes;
- dispute resolution;
- compliance requirements;
- legal proceedings.
46. Australian Consumer Law
Nothing in these Terms excludes, restricts, or modifies any rights, guarantees, or remedies available to consumers under the Australian Consumer Law or any other applicable legislation where such rights cannot legally be excluded.
To the maximum extent permitted by law, Drop-X limits its liability to the remedies permitted under applicable legislation.
Questions about these terms?
Call our office on 1300 973 038 or email info@drop-x.com.au and we'll send across the full service agreement.