These Terms of Service (“Terms”) govern your use of the delivery services provided by Kargo Pty Ltd (ABN 33 571 801 367) (“Kargo”, “we”, “us”). By requesting a quote, booking a delivery or creating an account, you agree to these Terms.
1. Our service
Kargo provides same-day and scheduled delivery within our published service areas. Coverage and time windows are shown at the point of booking and may change as we expand. We currently operate in metropolitan Melbourne and are rolling out across Victoria.
2. Bookings & accounts
You must provide accurate, complete information when booking. You are responsible for activity under your account and for keeping your login secure. Plans are month-to-month with no lock-in — you can change or cancel at any time.
3. Pricing, GST & payment
Prices are shown before you book and are flat for the selected service and parcel size. We don’t add fuel levies or peak surcharges, and volume discounts apply automatically where eligible. Kargo is registered for GST, and prices shown to you include GST unless stated otherwise. We provide a tax invoice for each booking. Payment is due as set out at booking or in your plan.
4. The on-time guarantee
If we miss the delivery window we committed to at booking, that delivery is free (the delivery fee is waived or refunded). The guarantee does not apply to delays outside our reasonable control — for example severe weather, traffic events, incorrect or incomplete addresses, recipient unavailability, or items held by authorities. This guarantee is in addition to your rights under the Australian Consumer Law.
5. Your responsibilities
- Provide accurate pickup, delivery and contact details.
- Package items properly and adequately for transit.
- Do not ship prohibited or dangerous goods (including dangerous goods under the Australian Dangerous Goods Code), or items that exceed any stated size, weight or value limits.
- Hold the necessary rights to send the items, and ensure they comply with applicable laws.
If you ask us to leave a parcel unattended (“authority to leave”), you accept the risk of loss or damage once it has been left as instructed.
6. Pickup, delivery & proof
We capture proof of delivery (such as a photo or signature) when an item is delivered. Risk in an item passes to the recipient on delivery, or when it is left under an authority to leave. Title to and risk in the goods otherwise remain with the sender or recipient, not Kargo.
7. Cancellations, changes & refunds
You can cancel or change a booking before pickup. Fees for jobs already in progress may apply and will be made clear where relevant. Refunds for cancelled or guaranteed-late deliveries are processed to your original payment method.
8. Loss or damage & claims
If your delivery is lost or damaged, contact us as soon as possible. So we can investigate properly, claims for visible damage or shortage should be made within 7 days of delivery, and claims for non-delivery within 30 days of booking. We may ask for photos and supporting documents.
9. Consumer guarantees
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms limits or excludes those rights.
10. Liability
To the extent permitted by law, and subject to the consumer guarantees above, our liability for the supply of services is limited, at our option, to resupplying the services or paying the cost of having them resupplied. We are not liable for indirect or consequential loss, or for loss caused by matters outside our reasonable control. Liability for loss of or damage to goods is limited to the amount (if any) set out at booking or in your plan, unless a higher amount is required by law.
11. Indemnity
You agree to reimburse us for loss we suffer arising from your breach of these Terms — including shipping prohibited or dangerous goods, providing incorrect details, or inadequate packaging — except to the extent the loss is caused by us.
12. Suspension & termination
We may suspend or close an account that breaches these Terms, misuses the service, or where required by law. You can close your account at any time.
13. Privacy
We handle personal information in accordance with our Privacy Policy.
14. Changes to these Terms
We may update these Terms from time to time. We will post the current version on this page with a new “last updated” date, and significant changes will take effect on a reasonable-notice basis. Continuing to use Kargo after changes take effect means you accept the updated Terms.
15. Governing law
These Terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of that State.
16. General
If any part of these Terms is unenforceable, the rest continues to apply. Our failure to enforce a term is not a waiver of it. You may not transfer your rights under these Terms without our consent; we may assign ours on reasonable notice. These Terms are the entire agreement between us about their subject matter.
17. Contact
Questions about these Terms? Email support@kargo.au.