Cancellation, Rescheduling and Refund Policy

Last updated: 15 July 2026

This policy applies to bookings made with Coast 2 Coast Weighing.

By confirming a booking, the customer agrees to this policy together with our Service Terms and Safety Conditions.

1. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Where our services fail to meet an applicable consumer guarantee, the customer may be entitled to a repeat service, refund, cancellation, price reduction or other remedy depending on the nature and seriousness of the issue.

2. Booking Enquiries and Confirmation

Submitting an online form, email or telephone enquiry does not create a confirmed appointment.

A booking is confirmed once Coast 2 Coast Weighing has agreed to the:

Service required
Appointment date and time
Weighing location
Travel charge, where applicable
Total or quoted price

Any deposit or advance payment will be applied toward the confirmed service price.

3. Customer Cancellations

Customers should provide as much notice as possible when cancelling an appointment.

More than 48 hours’ notice

Where cancellation is received more than 48 hours before the appointment:

The booking may be cancelled without a cancellation fee
Any advance payment will be refunded in full
The customer may instead transfer the payment to another available appointment

Between 24 and 48 hours’ notice

Where cancellation is received between 24 and 48 hours before the appointment, Coast 2 Coast Weighing may deduct a reasonable cancellation amount from any advance payment where costs or losses have been incurred.

Any amount retained will reflect the circumstances and will not be used as a penalty.

Less than 24 hours’ notice

Where less than 24 hours’ notice is provided, a reasonable cancellation charge may apply to cover costs such as:

Appointment time reserved
Administration already completed
Travel planning
Lost opportunity to accept another booking
Other reasonable costs resulting from the cancellation

The cancellation charge will not exceed the reasonable costs and losses caused by the cancellation or the total booked service price.

4. Rescheduling

Customers may request to reschedule an appointment.

Where at least 24 hours’ notice is provided, the booking may generally be moved to another available date without charge.

Where less than 24 hours’ notice is provided, a reasonable rescheduling charge may apply if Coast 2 Coast Weighing has incurred costs or is unable to refill the reserved appointment.

Repeated rescheduling may require a new booking confirmation or advance payment.

5. Customer Not Present or Unable to Proceed

A call-out or cancellation charge may apply where Coast 2 Coast Weighing attends the confirmed location but cannot perform the service because:

The customer or authorised representative is not present
The vehicle, caravan or trailer is unavailable
The vehicle cannot be safely moved
Access has not been arranged
The customer provided an incorrect address
The appointment cannot proceed because of circumstances under the customer’s control

Any amount charged will reflect reasonable travel, time and costs incurred and will not exceed the booked service price.

6. Unsuitable Weighing Location

Customers must provide a firm, dry and reasonably level concrete, asphalt or sealed-bitumen surface.

The available space should be at least 1.5 times the overall length of the connected vehicle and caravan or trailer. Gravel, road base, grass, dirt, mud and soft ground are not suitable.

Where Coast 2 Coast Weighing attends and the location does not meet the disclosed requirements:

We may attempt to locate a suitable nearby area
The appointment may be rescheduled
A reasonable travel or call-out charge may apply
Any remaining advance payment will be refunded or transferred to the rescheduled booking

No call-out fee will apply where the appointment cannot proceed because Coast 2 Coast Weighing incorrectly approved a location after receiving accurate photographs and information from the customer.

7. Unsafe Vehicles, Sites or Behaviour

Coast 2 Coast Weighing may stop or refuse a service where continuing would create an unreasonable safety risk.

This may include:

Unsafe ground or access
Defective tyres, brakes, steering, couplings or jockey wheels
Uncontrolled traffic, machinery, children, pets or bystanders
Severe weather
Threatening, abusive or unsafe behaviour
Refusal to follow reasonable safety instructions

Where the safety concern was not reasonably caused by the customer, the appointment may be rescheduled or any advance payment refunded.

Where the customer failed to disclose a known hazard or comply with the site and safety requirements, a reasonable charge may be deducted for travel, time and costs already incurred.

8. Weather and Conditions Outside Our Control

Appointments may be postponed because of rain, storms, flooding, extreme heat, unsafe road conditions or other circumstances that may affect worker safety, equipment or measurement reliability.

Where Coast 2 Coast Weighing postpones an appointment for these reasons:

No rescheduling fee will apply
Any payment may be transferred to another available appointment
A refund will be provided where a suitable replacement appointment cannot reasonably be arranged

9. Cancellation by Coast 2 Coast Weighing

Where Coast 2 Coast Weighing cancels a booking and cannot provide the agreed service within a reasonable alternative timeframe, the customer may choose between:

A full refund of any amount paid for the unprovided service; or
Transfer of the payment to another agreed appointment

Coast 2 Coast Weighing is not responsible for indirect losses such as accommodation costs, travel arrangements or lost income, except where liability cannot lawfully be excluded.

10. Change of Mind

A customer is not ordinarily entitled to a refund solely because they:

Change their mind after the service has been correctly completed
Decide they no longer require the report
Find a cheaper service elsewhere
Are dissatisfied with a compliant measurement because it shows that their setup is overweight
Add, remove or relocate passengers, water, fuel, equipment or cargo after weighing
Provide inaccurate vehicle limits, passenger weights, tank levels or other information

This section does not affect any rights available under the Australian Consumer Law.

11. Problems With the Service

Customers should contact Coast 2 Coast Weighing promptly if they believe there is an error or problem with a service or report.

We may review:

Scale records
Recorded wheel and axle measurements
Calculations
Vehicle and trailer limits supplied
Photographs or appointment notes
The loading configuration presented at the appointment

Minor problem

Where the problem can reasonably be corrected, Coast 2 Coast Weighing may:

Correct the report
Recalculate the results
Repeat the affected measurement
Reperform the relevant part of the service at no additional charge

Major problem

Where there is a major failure that cannot be corrected within a reasonable time, the customer may be entitled to:

Cancel the affected service
Receive a refund for the affected service
Retain the service and receive an appropriate reduction in price

Where part of the service was correctly performed and remains useful, any refund may be reduced by the reasonable value of that problem-free work, as permitted by law.

12. Reports Based on Customer Information

A refund may not be available where an incorrect result was caused by inaccurate or incomplete information supplied by the customer, including:

Incorrect manufacturer limits
Undisclosed modifications
Incorrect passenger or cargo weights
Inaccurate water or fuel levels
Incorrect vehicle or trailer details
Changes made after the appointment

Where practical, Coast 2 Coast Weighing may offer to update the report or repeat part of the service for an agreed additional charge.

13. Refund Method and Timing

Approved refunds will generally be returned using the original payment method unless another method is agreed.

We aim to initiate approved refunds within five business days. The time taken for funds to appear may depend on the bank or payment provider.

Refunds will be issued to the person or account that made the original payment unless satisfactory alternative arrangements are agreed.

14. Travel Charges

Listed service prices include travel within 40 kilometres of Thornlands QLD 4164.

Locations outside the included service area may attract an additional quoted travel amount.

Where a customer cancels after Coast 2 Coast Weighing has commenced travel, reasonable travel costs already incurred may be deducted from any refund, provided the cancellation was not caused by our breach or failure to provide the agreed service.

15. Fleet and Group Bookings

Fleet, commercial, club and group bookings may require booking-specific cancellation terms because multiple vehicles, staff and appointment times may be reserved.

Any booking-specific deposit, cancellation period or minimum charge will be disclosed in the written quote before it is accepted.

Booking-specific terms will not exclude rights that cannot lawfully be excluded.

16. Requesting a Refund

Refund or cancellation requests should include:

Customer name
Booking date
Service booked
Payment details
Reason for the request
Any supporting information

Contact:

Coast 2 Coast Weighing
Phone: 0438 666 740
Email: info@coast2coastweighing.com.au
Location: Thornlands QLD 4164

17. Complaints

We will review refund and service complaints fairly and within a reasonable period.

Where a complaint cannot be resolved directly, customers may contact the Queensland Office of Fair Trading or exercise any other rights available to them.

18. Changes to This Policy

We may update this policy when our services, booking procedures or legal obligations change.

The policy applying to a confirmed booking will be the version provided or available when that booking was accepted, unless a change is required by law or agreed by both parties.