We understand that plans change and wherever possible we are happy to accommodate changes. Normally these changes are free of charge, but there may be circumstances where we’ve incurred costs and are forced to pass them on…
Refund Policy
For cancellations made 7 days prior to pick up/delivery or moving day we will happily refund your deposit in full.
For cancellations made at shorter notice, but still, 48 hours prior to delivery, we will retain a booking fee equal to the lessor of the first months rent or $149 and refund you the balance of your pre-payment.
Cancellations made within 48 hours of the day of pickup/delivery or moving day will not be eligible for a refund.
Access policy
Ezebox provides free access to your items provided 48 hours notice is given, (we need to ‘pick’ your Ezebox from the stack and make it available in a safe and secure area).
Cancellations made within 24 hours of the day of access will be subject to a ‘no show’ fee of $50 if we have already picked your Ezebox.
Reasons for applying fees
We pride ourselves on offering a fantastic service and great value and we’d like you to understand why we charge fees in these instances, which is not something we do lightly. Changes at short notice result in additional work for Ezebox and therefore higher costs for our company which we cannot afford to absorb. Some examples of this:
- Receiving late notice of a change to the schedule – we set our schedule at or after 2.30PM one business day prior to pick ups & deliveries. Changes after this time result in additional work (e.g. your Ezeboxes may have already been loaded onto vehicles). It also means that at short notice, we’re unable to re-fill this space or may need to reorganise every other job on the day.
- Failed delivery/collection – means that the space on the vehicles has been allocated and results in additional time worked on the day including labour costs to load, transport and attempt to deliver your items.
- Access/check-out no show – our warehouse team have taken the time to prepare your Ezebox for access/check-out. Hence the no show fee has been applied to your account to cover the time spent.
Questions? Please call us on 1300 393 269 or email us at contact@ezebox.com.au.