Cancellation & Refund Policy
1. Definitions
For the purposes of this policy:
“Hirer” means the individual person who makes the booking, or where a booking is made on behalf of a company, partnership, trust, organisation, or other legal entity, that entity and any of its directors, officers, employees, contractors, agents, or representatives who access, collect, use, or return the hired equipment.
“Provider”, “we”, “us”, or “our” means Roberts Trailer Hire, the business that owns, operates, and provides the trailer hire services and equipment, trading under the applicable legal entity with ABN 125 237 620 90.
“Hire Period” means the period commencing at the scheduled pickup time and ending at the scheduled return time.
“Hire Fee” means the total amount payable for the trailer hire, excluding any refundable security deposit (if applicable).
“No-Show” means failure to collect the trailer within one (1) hour of the scheduled pickup time without prior notice.
“Self-Serve Hire” means a booking where the trailer is collected without staff present, using access instructions provided electronically.
2. Cancellations Prior to Hire Commencement
2.1 A Hirer may cancel or request to modify a booking at any time prior to the commencement of the Hire Period by contacting the Provider via email, or by submitting the Cancel Booking Request Form available on the Provider’s website under the Request Forms menu. Where a booking is cancelled before the Hire Period begins, the Hire Fees will be refunded in full and no cancellation fees will be charged.
2.2 Any applicable refund will be processed to the original payment method.
3. No-Show Policy
3.1 If the customer fails to collect the trailer within one (1) hour of the scheduled pickup time and does not notify us, the booking will be deemed a No-Show.
3.2 In the event of a No-Show, 100% of the Hire Fee is forfeited, and no refund or credit will be issued.
3.3 For Self-Serve Hires, access instructions are deemed delivery of the service. Failure to attend or collect the trailer after instructions are issued constitutes a No-Show.
4. Cancellation After Hire Commencement
4.1 No refunds, credits, or partial refunds will be provided once the Hire Period has commenced or once the trailer has been collected, whichever occurs first.
4.2 Early returns do not entitle the customer to any refund or reduction in Hire Fees.
5. Provider-Initiated Cancellations
5.1 If we are unable to provide the trailer due to mechanical fault, safety concerns, double-booking, or circumstances within our control, we will, at our discretion:
Issue a full refund, or
Offer a credit toward a future hire.
5.2 We are not liable for any indirect, incidental, or consequential losses resulting from such cancellation.
6. Force Majeure
6.1 We shall not be liable for failure or delay in performance caused by events beyond our reasonable control, including but not limited to extreme weather events, natural disasters, road closures, government restrictions, power or network outages, or emergencies.
6.2 In such cases, we may offer a refund or credit at our discretion.
7. Refund Processing
7.1 Approved refunds will be processed within 5–7 business days.
7.2 Processing times may vary depending on payment provider or financial institution.
8. Amendments
8.1 We reserve the right to amend this Cancellation & Refund Policy at any time.
8.2 The version in effect at the time of booking will apply to that booking.
9. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any consumer rights available under the Australian Consumer Law (ACL).
10. Next Steps for Hirers
10.1 How to Cancel or Modify a Booking
Customers must notify us of cancellations or changes via:
Email (hello@robertstrailerhire.com.au)
The Cancel Form available on the Provider’s website used to make the booking
Cancellation requests are effective only once acknowledged by us.
10.2 Confirmation of Cancellation
Hirers will receive confirmation of cancellation and any applicable refund via email.
10.3 Disputes or Queries
Any questions regarding cancellations or refunds should be raised prior to the scheduled pickup time. Hirers are encouraged to contact the Provider as early as possible to ensure a full refund of Hire Fees in accordance with this policy.