Cancellation & refund policy.

This policy applies only to the delivery service fee you pay DelKen Delivers for pickup, transport and drop-off. It does not cover the goods themselves — you pay the retailer or seller directly for those, and any refund or return of the goods is a separate matter between you and that seller, governed by their own policy and the Australian Consumer Law as it applies to that sale.

You can cancel or reschedule a booking free of charge if you notify us more than 2 hours before your scheduled pickup window.

Cancelling within 2 hours of pickup, or a no-show at the pickup address, may incur a callout fee. This covers the cost of dispatching a driver and vehicle that have already been allocated to your job. Any callout fee is shown to you at the time of booking, not added after the fact.

To cancel, contact us with your booking reference as early as possible — the sooner we know, the more likely your driver can be reallocated and no fee applies.

If DelKen Delivers cancels, significantly delays or reschedules your job (for example due to a vehicle issue, driver unavailability, or safety and weather conditions), you will not be charged. Any amount already paid for that delivery is refunded in full, or you can choose a free reschedule instead.

We'll proactively contact you with an updated window as soon as we're aware of a delay.

Regardless of anything else in this policy, you are entitled to the consumer guarantees under the Australian Consumer Law (ACL). This means our delivery service must be provided with due care and skill, be fit for the purpose you booked it for, and be completed within a reasonable time.

If there is a major failure with our service — for example your goods are lost or damaged in transit due to our negligence, or delivery is not completed within a reasonable time — you are entitled to cancel the booking and receive a full refund of the delivery fee, or to compensation for any reasonably foreseeable loss or damage. This right exists regardless of any cancellation window or fee described above.

If there is a minor problem with our service, we will fix it within a reasonable time at no extra cost to you.

Nothing in this policy limits, excludes or restricts your rights under the ACL, and any term that attempted to would not be enforceable.

Every DelKen Delivers run is fully insured from pickup to drop-off. If your item is damaged or lost while in our care, contact us with your booking reference within 48 hours of the scheduled delivery so we can lodge and assess a claim promptly.

We may update this policy from time to time to reflect changes to our operations or the law. The version in effect at the time of your booking is the one that applies to it.

Last updated: 17 September 2026.