Refund Policy

MRL TECHNOLOGIES PTY LTD T/A MRL LOGISTICS REFUND POLICY

where MRL is used this is referring to MRL Technologies Pty Ltd and/or MRL Logistics

As a standard rule MRL Technologies Pty Ltd does not refund any amounts for payments that have been booked and confirmed whether by Customers that have an online portal to book a job or do not have an online portal. However, in certain circumstances MRL Technologies Pty Ltd will provide either a Refund or a Credit to the Customer to use on their next shipment. Below are the scenarios in which these Refunds or Credits will be issued. They have been broken into Customers that have an online portal and Customers whom do not have an online portal for booking in freight.

Customer Booking Freight through “Quote and Book”

Scenario 1: – Customer has booked their freight online, paid for the freight and noticed the details are incorrect;

  1. In such cases the Customer is required to email enquiries@mrllogistics.com.au with the subject line as their Booking ID no. – Change of information. Our enquiries team will then adjust the information e.g. delivery or sender address, weights and/or dimensions and then will advise the Customer of the difference in cost. Should the cost be more MRL will inform the Customer and will require the balance to be paid before the shipment is processed. If the cost is less than the amount already paid a refund will be issued. The refund will only be credited to the bank account details of the Customer, should the Customer be a Company the bank account name must be in the name of the Company.
  2. For a Customer to receive a refund the Customer must provide their BSB number, account number and account name within 3 working days from the day MRL has advised the refund amount to the Customer.
  3. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has processed.

Scenario 2: – Customer has booked their freight online paid for the freight and now wishes to cancel the booking;

  1. The Customer must raise their booking cancellation with 2 hours of booking the freight. The Customer is to cancel the booking by emailing enquiries@mrllogistics.com.au, with the subject as their Booking ID – Job Cancellation. A 97 % refund will be applied if this request is placed within 2 hours and a 3% payment processing fee will be charged.
  2. If the Job Cancellation is requested after the two hour period and before a driver is despatched to collect the freight a 13% processing fee will be charged and thus only 87% of the amount paid will be refunded.
  3. If the Job Cancellation is requested after a driver has been dispatched a 28% processing fee will charged and thus only 72% will be refunded.
  4. If the job is cancelled after the job has been collected and the freight needs to be returned to sender, depending on the whereabouts of the freight at the time of cancellation, no refund will be issued, furthermore additional charges may apply.
  5. For a Customer to receive a refund the Customer must provide their BSB number, Account number and Account name within 3 working days from the day MRL has advised the refund amount to the Customer.
  6. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has been processed.

Scenario 3: – For all other scenarios;

  1. The Customer is to email enquiries@mrllogistics.com.au within 24 hours of booking the freight to request a refund. Depending on the reasoning MRL may or may not approve the refund.
  2. For a Customer to receive a refund the Customer must provide their BSB number, Account number and Account name within 3 working days from the day MRL has advised the refund amount to the Customer.
  3. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has been processed.

Customer Booking Freight through “Platinum Login” through Prepaid setup
Scenario 1.1: – Customer has pre-paid credit to be able to book freight and then has decided they don’t want to use their online login anymore and wish to have a refund;

  1. If the Customer wishes to close their online login account they are entitled to a full refund less 3% which is the processing fee of that payment. However, if the Customer closes the account and wishes to open the account later within a 6 month period a $20.00 account opening fee will apply.
  2. For a Customer to receive a refund the Customer must provide their BSB number, Account number and Account name within 3 working days from the day MRL has advised the refund amount to the Customer. In this case the refund amount will be 97% of the remaining prepaid account balance.
  3. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has been processed.
  4. At this stage the Customer will no longer have access to their online login

Scenario 1.2: – Customer has pre-paid credit to be able to book freight and then has realised they have purchased too much credit and wishes to have portions of that refunded;

  1. In such a case as long as the amount being refunded is less than 80% of the total credit balance a refund will be issued for the total amount less 3% for payment processing fee.
  2. For a Customer to receive a refund the Customer must provide their BSB number, Account number and Account name within 3 working days from the day MRL has advised the refund amount to the Customer. In this case the refund amount will be 97% of the total portion to be refunded.
  3. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has been processed.
  4. At this stage 100% of the amount requested to be refunded will be deducted from the Customer balance.

Scenario 2: – Customer has pre-paid credit and has used the credit by booking their freight online and now wishes to cancel the booking/manifest;

  1. The Customer must raise their booking cancellation within 2 hours of manifesting the freight. The Customer is to cancel the booking by emailing enquiries@mrllogistics.com.au, with the subject as their Job ID or Manifest ID (if the entire manifest needs to be cancelled) – Job Cancellation. A 97 % refund will be applied if this request is placed within 2 hours.
  2. If the Job cancellation is requested after the two hour period and before a driver is despatched to collect the freight a 13% processing fee will be charged and thus only 87% of the amount paid will be refunded.
  3. If the Job Cancellation is requested after a driver has been dispatched a 28% processing fee will charged and thus only 72% will be refunded.
  4. If the job is cancelled after the job has been collected and the freight needs to be returned to sender, depending on the whereabouts of the freight at the time of cancellation, no refund will be issued, furthermore additional charges may apply.
  5. For a Customer to receive a refund the Customer must provide their BSB number, Account number and Account name within 3 working days from the day MRL has advised the refund amount to the Customer.
  6. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has processed.

Scenario 3: – Customer has pre-paid credit and has manifested online through their online portal and noticed the details are incorrect;

  1. In such cases the Customer is required to email enquiries@mrllogistics.com.au with the subject line as their Job ID/s – Change of information. Our enquiries team will then adjust the information e.g. delivery or sender address, weights and/or dimensions and then will advise the Customer of the difference in cost. Should the cost be more MRL will advise the Customer and will require the balance to be taken off their credit before the shipment is processed, if the Customer doesn’t have sufficient credit they will need to purchase credit and MRL will need to adjust their booking prior to shipping freight. If the cost is less than what the amount already billed then the balance will be credited to the Customer’s online account to use in future.

Scenario 4: – For all other scenarios;

  1. The Customer is to email enquiries@mrllogistics.com.au within 24 hours of booking the freight to request a refund. Depending on the reasoning MRL may or may not approve the refund or may apply the amount as a credit.
  2. For a Customer to receive a refund the Customer must provide their BSB number, Account number and Account name within 3 working days from the day MRL has advised the refund amount to the Customer.
  3. MRL then has up to 10 working days to process this refund and a receipt of payment will be emailed to the Customer once the payment has been processed.