Cancellations, refunds and disputes

• Before a carrier is accepted: Full refund of any pre-authorised amount.
• After a carrier is accepted, before pickup: Full refund of the carrier price; the platform service fee may be retained.
• After the carrier has commenced pickup or transit: Partial refund at LoadBid's discretion, based on work already performed.

• Carrier cancels before pickup: Customer receives a full refund; repeat cancellations may affect the carrier's account.
• Carrier no-show or failed pickup: Customer receives a full refund and may raise a dispute.

If pickup cannot be completed for reasons outside the carrier's control (for example, the load is not as described, access is unsafe, or the customer is not contactable), the carrier should record what happened in the job page and contact LoadBid. Where the listing was materially inaccurate, the customer may be liable for a partial call-out fee to the carrier and any refund may be adjusted accordingly.

Refunds are returned to the original payment method via Stripe. Card refunds typically settle within 5–10 business days. Refund eligibility follows the cancellation rules above, and always preserves your rights under the Australian Consumer Law.

The carrier's share of a completed job is released after delivery is confirmed, provided no dispute is open. If a dispute is raised, the carrier payout is held until the dispute is resolved. Payout holds may also be applied where LoadBid needs to verify a chargeback, reversal or suspected fraudulent activity.

If a customer's bank raises a chargeback after a payout has been released, LoadBid may pause further payouts to the carrier while the chargeback is investigated. If the chargeback is upheld against LoadBid, the disputed amount may be recovered from future carrier earnings in accordance with the Terms of Service.

Either party can raise a dispute from the job page. When you raise a dispute:

• Describe what happened in clear, factual language.
• Attach relevant evidence — photos, messages, receipts or delivery notes.
• Continue communicating with the other party through the LoadBid message thread so everything is on record.
• LoadBid aims to acknowledge new disputes within one Sydney business day and to reach a first outcome within five Sydney business days, depending on the evidence required.

Where goods are damaged, missing or delivered late, the customer should photograph the condition of the goods on arrival and raise a dispute promptly. LoadBid may facilitate a partial refund, a payout adjustment, or a full refund depending on the evidence. Claims that exceed the carrier's insurance cover are between the customer and the carrier; LoadBid does not itself insure the goods being transported.

If there is an immediate safety risk during a job, contact emergency services on 000 first. Then report what happened to LoadBid at support@loadbid.com.au so we can suspend accounts, hold payouts and assist with any investigation.

Nothing on this page excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law that cannot lawfully be excluded.