1. About these terms
These terms apply when you use the Hands Free Travel website, request a quote, or book a luggage delivery service with Hands Free Travel Pty Ltd (“Hands Free Travel”, “we”, “us” or “our”). By confirming a booking, you agree to these terms.
You must be at least 18 years old and have authority to arrange the delivery. If you book for another person, you must make sure they understand and comply with these terms.
2. Our services
We arrange the collection, transport and delivery of eligible luggage using third-party courier and logistics providers. Availability depends on the locations, addresses, dates, luggage details and carrier capacity supplied with your request.
Submitting the online form is a request for a quote only. A booking is not confirmed until we accept it, confirm the service details and price, and any required payment has been completed.
Standard and express delivery windows are estimates, not guaranteed arrival times. We may decline a request where the route, luggage or timing cannot be serviced safely or reasonably.
3. Quotes, prices and payment
Prices are shown in Australian dollars and include applicable taxes unless stated otherwise. An online price is based on the information you provide and remains subject to confirmation.
We may revise a quote if the luggage count, dimensions, weight, addresses, access conditions, dates or other booking details are incomplete or incorrect. Additional charges may apply for waiting time, failed collection or delivery, address changes, redelivery, storage, remote-area service or items outside the confirmed limits.
Payment must be made using an accepted payment method at the time we specify. You authorise us to charge the confirmed amount and any additional amount you approve.
4. Your luggage
You must give us accurate information about every item, including its dimensions, weight, contents and condition. Each item must be securely closed and packed to withstand ordinary handling and transport. You do not need to attach a carrier label unless we ask you to do so.
Unless we agree otherwise in writing, you must not include:
- illegal goods, weapons or dangerous goods;
- explosives, flammable materials, aerosols or pressurised containers;
- perishable food, plants or live animals;
- cash, negotiable instruments, precious metals, jewellery or other high-value items;
- passports, travel documents, keys, essential medication or anything required during your journey; or
- fragile, irreplaceable or sentimental items that are not suitable for courier transport.
We or a carrier may inspect, refuse, return or safely dispose of an item where reasonably necessary for safety, legal or operational reasons. You are responsible for reasonable costs caused by prohibited, unsafe or incorrectly declared contents.
5. Collection and delivery
You must provide complete addresses, contact details and access instructions, and ensure an authorised person is available during the agreed collection and delivery windows. Luggage must be ready, accessible and within the confirmed limits.
A carrier may rely on delivery instructions provided by you, including an authority to leave, where available. Risk in an item delivered under an authority to leave passes to you when the item is left in accordance with those instructions.
Please inspect luggage promptly after delivery and retain packaging, photographs and booking records if there is a problem.
6. Changes and cancellations
Contact us as soon as possible if you need to change or cancel a booking. We will tell you whether the change is available and whether a revised price or carrier fee applies.
Changes or cancellations may not be possible after collection or dispatch. Any refund will take account of work already performed and non-refundable third-party charges, subject always to your rights under applicable law.
7. Delays and events outside our control
We and our carriers will use reasonable care to meet the confirmed service window. Delays may occur because of weather, traffic, flight or transport disruption, public emergencies, industrial action, security screening, incorrect information, unavailable access or other events outside reasonable control.
Where practical, we will provide tracking information or updates and work with the carrier to complete delivery as soon as reasonably possible.
8. Loss, damage and claims
Tell us as soon as reasonably possible if luggage is lost, delayed or damaged. Include your booking reference, a description of the issue, evidence of value and photographs of the luggage, contents and packaging where relevant.
Any included cover, warranty or claim limit will be described in your quote or booking confirmation. Additional exclusions may apply to prohibited items, insufficient packing, ordinary wear, pre-existing damage, inherent defects and inaccurate declarations.
These claim arrangements provide additional benefits and do not replace or limit any rights or remedies that cannot be excluded under the Australian Consumer Law.
9. Liability and consumer rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
To the extent permitted by law, neither party is responsible for indirect or consequential loss that was not reasonably foreseeable when the booking was confirmed. You remain responsible for losses or costs caused by prohibited contents, unsafe packing, inaccurate information or a material breach of these terms.
Third-party carriers perform the physical transport. We may share booking information with them and deal with them on your behalf, but doing so does not reduce any responsibility we have to you under applicable law.
10. Personal information
We collect and use personal information to prepare quotes, manage bookings, arrange collection and delivery, take payment, provide updates, prevent fraud and respond to support requests.
We may disclose relevant information to carriers, payment providers, technology providers and professional advisers where reasonably necessary to provide the service or comply with law. We handle personal information in accordance with applicable privacy laws.
11. General terms
You may not misuse the website, interfere with its operation, attempt unauthorised access or use its content in a way that infringes our rights or the rights of another person.
If part of these terms is unenforceable, the remaining parts continue to apply. A delay in enforcing a right does not waive that right. These terms and the confirmed booking details form the agreement for the service.
We may update these terms from time to time. The version accepted when your booking is confirmed will apply to that booking. These terms are governed by the laws applicable in Australia, and the courts with jurisdiction under those laws may hear disputes.
12. Contact us
If you have a question, complaint or claim, contact Hands Free Travel using the support details provided on our website. Please include your name and booking reference so we can respond efficiently.
13. Freight Warranty
To learn more about the terms, conditions, limits and exclusions that apply to the Freight Warranty, please view the full Freight Warranty terms and conditions.