Vehicle Hire Terms & Conditions
These terms apply to all vehicle hire bookings made with Fresh Veloz, including vans, trucks and refrigerated vehicles hired with a driver. Please read them before booking. By completing checkout you agree to these terms.
1. Nature of the Service
Fresh Veloz vehicle hire is a transport service supplied with a professional driver ("wet hire"). All vehicles are operated by Fresh Veloz drivers at all times. Vehicles are not available for self-drive hire, and possession or control of the vehicle does not pass to the customer at any time.
The service covers the collection, transport and delivery of goods as directed by the customer during the booked hire period, within the Fresh Veloz service area (Greater Sydney, Wollongong, Newcastle, Canberra and agreed surrounding areas).
2. Booking & Payment
- All bookings are subject to a minimum hire period of 5 hours per vehicle.
- The 5-hour minimum is payable in full at the time of booking via our secure online checkout.
- All prices are quoted exclusive of GST. GST (10%) is added at checkout.
- A booking & service fee of 3% of the booking value applies to each booking to cover secure payment processing and booking administration. The fee is itemised at checkout before payment, and GST applies to the fee.
- Hourly rates by vehicle type:
| Vehicle | Hourly Rate (ex GST) | 5-Hour Minimum (ex GST) |
|---|---|---|
| 1 Ton Van | $71.08 / hour | $355.40 |
| 2 Ton Van | $77.00 / hour | $385.00 |
| 4.5 Ton Truck | $86.20 / hour | $431.00 |
| 1 Ton Refrigerated Van (chilled / frozen) | $74.64 / hour | $373.20 |
| 2 Ton Refrigerated Van (chilled / frozen) | $86.24 / hour | $431.20 |
| 4.5 Ton Refrigerated Truck (chilled / frozen) | $93.56 / hour | $467.80 |
The hire period begins at the scheduled start time (or the time the vehicle arrives at the pickup location, whichever is later) and ends when the final delivery is completed and the driver is released.
Tolls incurred during the hire are passed through at cost and included in the post-service invoice where applicable.
3. Additional Hours
- Time beyond the booked hours is charged at the applicable hourly rate for the vehicle hired (see rate table above).
- Additional time is billed in 1-hour blocks, rounded up.
- Additional hours are invoiced after service completion. By booking, you authorise Fresh Veloz to issue a post-service invoice for any additional hours, tolls and agreed extras.
- Post-service invoices are payable within 7 days via the secure payment link provided.
- Overdue invoices may result in suspension of future bookings until settled.
4. Cancellation, Rescheduling & Refunds
| Notice Given | Outcome |
|---|---|
| More than 24 hours before the scheduled start | Full refund of the amount paid |
| Between 2 and 24 hours before the scheduled start | 50% of the minimum booking fee retained; balance refunded |
| Less than 2 hours before the start, or after the driver has been dispatched | No refund |
| Job cannot proceed on the day because the customer has not met their obligations (e.g. no labour arranged for heavy or awkward items, goods not ready, no access) | Treated as a late cancellation — no refund |
- One free reschedule is available per booking with at least 12 hours' notice, subject to availability.
- If Fresh Veloz cancels a booking or cannot supply the service, you receive a full refund of all amounts paid.
- Refunds are processed to the original payment method, normally within 5–10 business days.
- To cancel or reschedule, call 1300 852 075 or email logistics@freshveloz.com.au with your order number.
Nothing in this policy limits your rights under the Australian Consumer Law (see section 10).
5. Waiting Time & Access
- Please ensure goods are ready and access is available at the agreed pickup time. Waiting time forms part of the hire period and is charged at the applicable hourly rate.
- If the driver cannot gain access or contact the customer within 30 minutes of arrival, the booking may be treated as cancelled with less than 2 hours' notice (no refund).
- The customer is responsible for ensuring legal loading/unloading zones or suitable access at pickup and delivery locations. Parking fines caused by customer-directed stops may be passed on at cost.
6. Customer Responsibilities
- Provide accurate booking details, including pickup/delivery addresses, contact numbers, goods description and any temperature requirements.
- Ensure goods are appropriately packed, labelled and secured for transport. For refrigerated hire, goods must be pre-chilled or pre-frozen before collection — vehicles maintain temperature, they do not bring goods down to temperature.
- Ensure the load does not exceed the safe legal payload of the vehicle booked. Our team can advise the right vehicle if you are unsure.
- Loading and unloading: drivers load and unload standard items. For safety reasons, drivers cannot lift heavy or awkward items on their own — including items requiring a two-person lift or mechanical aid, large furniture, appliances and machinery. The customer must declare such items at booking and provide suitable labour or equipment at both pickup and delivery.
- If a job cannot safely proceed because heavy or awkward item handling has not been arranged by the customer, the booking will be treated as cancelled with less than 2 hours' notice and no refund will be processed (see section 4).
- Do not present dangerous goods, illegal goods, livestock or any items we advise cannot be carried. Fresh Veloz may refuse any load at the driver's reasonable discretion.
7. Goods in Transit & Liability
- Fresh Veloz takes reasonable care of goods in transit and maintains appropriate insurance for its transport operations.
- Fresh Veloz is not liable for loss or damage arising from inadequate packing, inaccurate declarations, inherent defects in the goods, or goods not pre-chilled/pre-frozen as required.
- Any loss or damage must be noted at delivery where possible and reported in writing within 24 hours of delivery to logistics@freshveloz.com.au.
- For high-value consignments, please tell us before booking so appropriate arrangements can be confirmed.
8. Transport Only — No Storage
Fresh Veloz is a transport-only service. We do not provide warehousing, cold storage or overnight holding of goods. Goods cannot be stored in vehicles between jobs or held overnight. All consignments must be delivered within the hire period.
9. GST & Invoicing
- All advertised prices are exclusive of GST. GST at 10% is added at checkout and shown on your order confirmation.
- A tax invoice is issued for every booking and for any post-service charges.
- For recurring or account-based hire, contact business@freshveloz.com.au to arrange invoicing terms.
10. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Competition and Consumer Act 2010 (Cth) or equivalent state legislation. Where we fail to supply the service, or the service is not provided with due care and skill, you are entitled to the remedies provided by law, which may include a refund.
11. Contact
Questions about these terms or an existing booking? We're here 7 days.
- Phone: 1300 852 075
- Email: booking@freshveloz.com.au
- Business & accounts: business@freshveloz.com.au
Last updated: July 2026. Fresh Veloz may update these terms from time to time; the version published at the time of booking applies to that booking.
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