MELS COURIERS – Terms & Conditions
Last updated: January 2026.
1. Bookings & Acceptance
Acceptance of a quote or booking confirmation constitutes acceptance of these Terms & Conditions.
2. Cancellations & Changes
2.1 A cancellation fee may apply if a job is cancelled for reasons not caused by the driver, including but not limited to:
- Access issues not being disclosed
- Changes to pickup or delivery suburbs without at least 24 hours of prior notice
- Items being larger, heavier, different, or the quantity of items being greater than what was quoted
2.2 If a job is cancelled after arrival at pickup or delivery, a fee will apply.
2.3 Cancellation fee: 20% of the original quoted price.
2.4 If a redelivery or reattempt is required due to customer error or changes, a fee ranging from $100 to your full quoted price will apply.
3. Item Packaging & Protection
3.1. All items must be packaged appropriately for transport, including protection against general handling, movement, and weather (e.g. boxes, wrapping, plastic, padding).
3.2. MELS COURIERS is not responsible for damage caused by poor or inadequate packaging supplied by the customer.
4. Behaviour & Safety
4.1. Aggressive, abusive, threatening, or disrespectful behaviour will not be tolerated toward the driver or any helpers.
4.2. In such cases, pickup or delivery may be refused, postponed, or cancelled immediately.
4.3. If this occurs:
- A 20% Cancellation fee
- A return fee ranging from a minimum price of $100 to your fully quoted price added on to the original quote will apply
5. Extra Charges
5.1 MELS COURIERS does not charge hidden fees.
5.2 Additional charges may apply if:
- Job not as described
- Items are heavier, larger, or more complex than quoted
- Extra time, labour, or equipment or help is required
6. Access & Assistance
6.1 MELS COURIERS provides door-to-door service at ground level only, unless:
- There is suitable lift access. Delivery is up to drivers’ discretion
- The driver agrees in advance to stairs or difficult access.
6.2 As a mostly one-person operation, the customer may need to assist with loading or unloading unless otherwise agreed.
7. Delays & Unforeseen Circumstances
7.1 MELS COURIERS is not responsible for delays caused by:
- Traffic
- Weather
- Road closures
- Breakdowns
- Events outside reasonable control
7.2 No refunds will be issued for delays outside of the driver’s control.
8. Damage & Liability
8.1 While all reasonable care is taken, MELS COURIERS is not responsible for:
- Pre-existing damage
- Fragile items unless declared
- Items damaged that have been previously packed unsafely by the sender
- Normal wear and tear during transit
8.2 Any claims for damage must be reported within 24 hours of delivery with photos.
8.3 Liability is limited to the cost of the transport service only, not the replacement value of the goods, unless required by law.
9. Prohibited Items
9.1 MELS COURIERS will not transport certain types of items. If any fines or problems (such as drugs being found, explosions or fires from dangerous goods etc.) occur, the sender will be fully responsible to pay any and all fines, and replace everything that was damaged with the equivalent of either the item or money value including but not limited to everything in the vehicle being transported, anything in the vehicle that is a personal belonging of the driver/s such as electronic devices, straps and trolleys, the vehicle in its entirety including registrations and insurances. Items that are not to be transported include but are not limited to:
- Illegal goods
- Dangerous goods
- Flammable or explosive items
- Any item the driver deems unsafe
10. Payment Terms
10.1 Payment must be made as agreed (either before or upon delivery).
10.2 Late or unpaid invoices may result in:
- Additional fees
- Refusal of future services
11. Right to Refuse Service
MELS COURIERS reserves the right to refuse or cancel any job that is unsafe, illegal, misrepresented, or violates these Terms & Conditions.