Fairgo

Refund Policy

Last Updated: April 4, 2026

By placing an order with Fairgo Logistics, you acknowledge and agree to the following strict cancellation and refund terms. Our logistical model relies on hyper-efficient, pre-planned routing; therefore, exceptions to this policy cannot be made.

1. Customer Cancellations & Driver Dispatch

Due to the fast-paced nature of local delivery, our drivers rely on precise routing. Customer cancellations severely disrupt this network. Therefore, the following strict rule applies to all bookings:

No Refunds Once En Route

If you wish to cancel your delivery, you must do so before your assigned driver has been dispatched or has commenced their route to your pickup location.

Once a driver has been dispatched or has started driving to your pickup address, your booking becomes 100% strictly non-refundable under any circumstances. The delivery fee compensates the driver for their time, fuel, and reserved capacity on our network.

2. Failed Deliveries (Customer Error)

You will not be eligible for a refund, partial or full, if a delivery cannot be completed due to sender or recipient error. This includes, but is not limited to:

  • Providing an incorrect, incomplete, or non-existent pickup or dropoff address.
  • The sender not being present at the pickup location when the driver arrives.
  • The recipient location being inaccessible (e.g., locked security gates, aggressive pets, closed office buildings) and the driver is unable to reach the provided phone number within ten (10) minutes of arrival.
  • The parcel exceeding standard local courier dimensions, or being inadequately packaged for safe transit.

In these instances, the driver will retain the parcel, the booking will be marked as a failed delivery, and the delivery fee will be forfeited. Any subsequent requests for redelivery will require a new booking and payment.

3. Refusal of Prohibited Goods

As outlined in our Terms & Conditions, Fairgo Logistics maintains a strict zero-tolerance policy for illegal, dangerous, or prohibited goods. If a driver arrives at a pickup location and refuses to accept a parcel because it is deemed suspicious, hazardous, or in violation of our Terms, the booking will be immediately cancelled without a refund.

4. When Refunds Are Issued

Fairgo Logistics will gladly issue a full $9.99 refund to your original payment method in the following scenarios:

  • Operational Failure: If we fail to make a delivery attempt before 10:00 PM AWST on your scheduled day of dispatch due strictly to our own operational negligence or driver unavailability.
  • Prior Cancellation: If you successfully request a cancellation via email before a driver has been dispatched or commenced routing to your pickup address.

Note: We are not liable for delays caused by severe weather, road closures, traffic accidents, or other force majeure events outside of our reasonable control. Such events do not qualify for a refund.

5. Dispute & Refund Process

If you believe you are entitled to a refund based on the criteria above, you must submit a written request to sales@fairgo.online within 48 hours of your scheduled delivery date.

Please include your name, phone number, and a brief explanation of the issue. Our management team will review GPS driver logs, timestamp data, and communication records to assess your claim. All decisions made by Fairgo Logistics regarding refund eligibility are final. Approved refunds may take 5–10 business days to appear on your statement, depending on your bank.