How Can I Get a FULL Refund for a Cancelled Car Transport Booking?

Navigating the complexities of car transport bookings can be as intricate as the vehicles they carry.

When unforeseen circumstances lead to a cancellation, the road to financial resolution may not always be straightforward.

This article guides you through the essential steps to assert your consumer rights and get a full refund, ensuring that your investment is safeguarded even when plans change.

When Your Transport Doesn’t Go To Plan

You book your car in for transport and, alas, Murphy’s Law strikes and the best laid plans don’t play out as expected.

It can happen for any number of reasons.

  1. Cancellation by the Transport Company: If the transport company cancels the transport service without a valid reason or due to their own fault, customers may request a full refund. For example, if the company overbooked and could not fulfill the service as promised.
  2. Delayed Delivery: Customers might expect a refund if their vehicle is delivered significantly later than the agreed-upon time frame, especially if the delay causes inconvenience or financial loss and there was no reasonable justification provided by the company.
  3. Vehicle Damage: If the vehicle is damaged during transport and the damage is attributable to negligence or improper handling by the transport company, the customer would have grounds to request a refund or compensation for repairs.
  4. Non-Compliance with Service Terms: If the transport service fails to comply with the specific terms agreed upon (e.g., failing to provide enclosed transport when it was paid for), customers can argue that the service was not rendered as contracted.
  5. Misrepresentation of Service: If the transport company misrepresented their service in any way, such as claiming to have certain certifications or insurance coverage that they do not actually have, customers may seek a refund on the grounds of false advertising or fraudulent claims.

In each of these cases, the your ability to obtain a full refund will depend on the terms and conditions of the service contract, the laws governing consumer rights and the specific circumstances of the service failure.

Australian Consumer Law and Getting a Refund

In the context of Australian Consumer Law, there are certain circumstances where a customer may be entitled to a full refund regardless of the service provider’s terms and conditions.

Here are some points to consider:

Consumer Guarantees

Under the Australian Consumer Law (ACL), services must be provided with acceptable care and skill, be fit for the purpose, and be delivered within a reasonable time when there is no agreed end date. If the service provider cancels the service and fails to meet these guarantees, you may be entitled to a refund.

Cancellation Policy and Terms

Review the service provider’s cancellation policy and terms and conditions carefully. They must comply with the ACL and cannot enforce terms that would be considered unfair. If the cancellation policy is deemed unfair or not clearly disclosed before the agreement, you might have grounds to challenge it.


If the service provider is the party that canceled the service and this cancellation is not due to any fault of your own or external circumstances beyond their control (force majeure), you may argue that they have not fulfilled their contractual obligations, and hence, you should not be penalised with a partial refund.

Mitigating Circumstances

If there were mitigating circumstances leading to the cancellation, such as government restrictions, natural disasters, or other ‘acts of God’, the provider might argue that these were beyond their control. However, they still need to ensure they are not in breach of the ACL.


You can attempt to negotiate directly with the service provider. Explain your position and request a full refund. Sometimes, companies are willing to make concessions to maintain customer goodwill.

Dispute Resolution

If direct negotiation does not work, you may consider using a dispute resolution service. The Australian Competition and Consumer Commission (ACCC) offers guidance on resolving issues and can sometimes intervene on behalf of consumers.

Legal Advice

If the amount is significant and you believe you have a strong case, it may be worth seeking legal advice. A lawyer can provide guidance based on the specifics of your situation and may be able to write a letter of demand to the company on your behalf.

Small Claims Tribunal

As a last resort, you could take the matter to a small claims tribunal or court. This process can be relatively straightforward and designed for consumers to use without legal representation.

Before taking any action, it’s important to communicate with the service provider to understand why the order was canceled and to express your concerns regarding the refund policy. Keep a record of all communications as they may be useful if you need to escalate the matter.

Please note that while these points offer a general guide, they are not a substitute for professional legal advice.

Consumer rights can be complex, and the applicability of these points can vary depending on the specific circumstances of the case.