Return and Refund Policy

Last updated: 19 March 2026

At Fast Cargo (operated by Freight Companies Australia), we are committed to delivering reliable freight management and logistics services. We understand that issues can occasionally arise during transit, and this Return and Refund Policy outlines the circumstances under which refunds, credits or claims may be available, as well as the process you should follow.

This policy applies to all freight management services arranged through Fast Cargo, including domestic freight, international shipping, express delivery, bulk haulage and warehousing logistics.

1. Eligibility for Refunds

As a freight management provider, the nature of our services differs from retail goods. Refunds may be considered in the following circumstances:

  • Service not rendered: If we accept a booking and fail to arrange the agreed collection or delivery through no fault of the customer, you are entitled to a full refund of the fees paid for that shipment.
  • Significant delay: If a shipment is delivered materially later than the agreed service-level timeframe and the delay is directly attributable to our operational failure (not carrier, weather or force-majeure events), we may offer a partial refund or credit at our discretion, proportional to the impact of the delay.
  • Duplicate payment: If you are charged twice for the same shipment due to a billing error, we will refund the duplicate charge in full.
  • Overcharge: If the invoiced amount exceeds the quoted price and no valid adjustment applies (such as revised cargo dimensions or additional services), the difference will be refunded.

Refund requests must be submitted in writing within 14 days of the delivery date (or expected delivery date, in the case of non-delivery).

2. Damaged or Lost Shipments

2.1 Damaged Goods

If your cargo arrives in a damaged condition:

  • Note the damage on the carrier’s delivery receipt or proof of delivery (POD) at the time of receipt. Do not sign as “received in good condition” if damage is visible.
  • Photograph the damaged goods and packaging from multiple angles before unpacking further.
  • Retain all original packaging materials, as they may be required for inspection.
  • Notify Fast Cargo within 3 business days of delivery by emailing info@fastcargo.one with your booking reference, photographs and a description of the damage.

2.2 Lost Shipments

A shipment is considered lost if it has not been delivered and cannot be located within 21 business days of the expected delivery date for domestic freight, or 45 business days for international freight. In the event of a lost shipment:

  • We will initiate a trace with the carrier and provide you with regular updates.
  • If the shipment cannot be located, we will process a claim in accordance with the applicable carrier’s liability terms or your transit insurance policy (if applicable).

3. Claim Process

To lodge a claim for a refund, credit, or compensation related to damaged or lost goods:

  • Step 1: Email info@fastcargo.one with the subject line “Claim — [Your Booking Reference]”. Include your full name, company name, booking reference, invoice number and a detailed description of the issue.
  • Step 2: Attach all supporting evidence, including photographs of damage, copies of the proof of delivery, and any relevant correspondence with the carrier.
  • Step 3: Our claims team will acknowledge your submission within 2 business days and may request additional documentation.
  • Step 4: We will investigate the claim, liaising with the carrier and any relevant parties as needed.
  • Step 5: You will receive a written outcome within 21 business days of lodgement, outlining whether the claim has been approved, partially approved or declined, along with the reasoning.

4. Timeframes

  • Damage claims: Must be lodged within 3 business days of delivery.
  • Lost shipment claims: May be lodged after 21 business days (domestic) or 45 business days (international) from the expected delivery date.
  • Service refund requests: Must be submitted within 14 days of the delivery date or expected delivery date.
  • Claim resolution: We aim to resolve all claims within 21 business days of receiving complete documentation. Complex international claims may take up to 45 business days.
  • Refund processing: Approved refunds are processed within 10 business days to the original payment method, or as a credit against future invoices at your request.

5. Exclusions

Refunds and compensation claims will not be accepted in the following circumstances:

  • Delays or losses caused by force-majeure events, including but not limited to natural disasters, severe weather, pandemics, industrial action, government restrictions, war or civil unrest.
  • Damage resulting from inadequate or improper packaging provided by the sender. Fast Cargo can advise on packaging standards but is not responsible for goods that were insufficiently protected.
  • Goods that are prohibited, restricted, undeclared or incorrectly described in the booking. This includes hazardous materials shipped without the required documentation and approvals.
  • Delays caused by customs clearance processes, biosecurity inspections or other regulatory hold-ups outside our control.
  • Perishable goods that have deteriorated due to inherent nature rather than a service failure.
  • Claims submitted after the applicable lodgement deadline has passed.
  • Losses arising from the customer’s failure to provide accurate delivery information, resulting in failed delivery attempts.

6. Insurance

Standard carrier liability is limited by weight or declared value and may not cover the full commercial value of your goods. We strongly recommend that customers arrange transit insurance for all shipments, particularly for high-value, fragile or irreplaceable items.

  • Fast Cargo can arrange comprehensive transit insurance on your behalf at an additional cost. Details and premiums will be provided upon request or at the time of booking.
  • If you have arranged your own marine or transit insurance policy, claims for loss or damage should be directed to your insurer. We will provide all necessary documentation, including proof of delivery, consignment notes and carrier correspondence, to support your insurance claim.
  • Uninsured shipments are subject to the carrier’s standard liability terms, which typically limit compensation to a set rate per kilogram of gross weight.

7. Contact Us

For any questions regarding this Return and Refund Policy or to lodge a claim, please contact us: