Cancellation Rescheduling and Late Return Policy

Brucey’s Trailer Hire
ABN 20 907 279 699
Mobile 0456 410 336  |  Email lucasbruce095@gmail.com
Operating jurisdiction Victoria Australia

1 Managing your booking

This policy explains how to cancel, reschedule or extend a booking with Brucey’s Trailer Hire, and how late returns are handled. Ordinary change-of-mind rules are subject to your consumer rights in section 11.

Use the booking-management link provided with your confirmation to submit a cancellation or change. If you cannot access it, contact us promptly using the details above.

Notice periods are measured against the scheduled pickup time on your current confirmed booking. Times are local to the pickup location in Victoria, including daylight saving when applicable. A submitted request is not a confirmed change; check for confirmation before relying on it.

2 Cancellations

At least 24 hours before pickup: You may cancel without a cancellation fee and receive a 100% refund of the amount paid for the cancelled hire.

Less than 24 hours before pickup: Your request falls outside the free cancellation window and is not automatically approved. You may submit a cancellation request for review. Any cancellation and change-of-mind refund must be confirmed by Brucey’s Trailer Hire; no fixed refund percentage is guaranteed within this period.

Once the scheduled pickup time has passed: There is no standard change-of-mind refund. Your rights under section 11 continue to apply.

3 Rescheduling

Rescheduling requests made at least 24 hours before the scheduled pickup time are eligible for automatic approval, subject to availability, permitted booking times and payment of any additional hire cost. No separate rescheduling fee applies.

You may request further changes on the same basis. Each request is assessed against the current confirmed booking.

Requests made less than 24 hours before pickup require our approval and are not guaranteed. Your existing booking remains in place until a change is confirmed.

4 Changing the pickup location or hire items

Requests to change the pickup location, trailer, accessories or other booking items are eligible for automatic approval when made at least 24 hours before pickup, subject to availability and any price difference.

Requests made less than 24 hours before pickup require our approval. Only use the location and hire items shown in your confirmed booking.

5 Extending your hire

You can request an extension before or during your hire, including within 24 hours of pickup. Eligible extensions are automatically approved, subject to availability, permitted booking times and payment of additional hire charges.

Request an extension before your confirmed return time. It is confirmed only when you receive the updated booking confirmation. If it is unavailable or unconfirmed, your existing return time still applies.

6 Prices and payments for changes

Changes to dates, duration, location or hire items may change the total price. Review the revised price before accepting a change.

Any additional amount must be paid before a customer-requested change is confirmed. Where authorised, payment may be collected from your saved payment method; otherwise, you may be asked to pay through a payment link.

If a proposed change reduces the price, check the refund or adjustment shown before proceeding. If no adjustment is shown, contact us before accepting. You may also cancel and rebook under section 2, subject to availability; a replacement booking is not held until confirmed.

7 Late returns and automatic charges

Return the trailer by the confirmed return time and complete the return instructions, including any required photos or return form. Contact us promptly if the return process fails or the booking still appears overdue after you have returned it.

Automatic late charges are enabled. Once the 45-minute overdue buffer has elapsed, the system may attempt an automatic late charge. Where GPS and return-form checks confirm that the trailer is still out and availability permits, it may extend the booking by 120 minutes (two hours) and charge your saved payment method for the additional hire. Further two-hour extensions may apply if the trailer remains overdue.

Additional hire charges are calculated under the hire rates and pricing rules disclosed for your booking. The 45-minute buffer delays the automatic charging attempt; it does not change your agreed return time or promise a deduction of 45 minutes from the extension price.

By accepting this policy, you authorise payment of additional hire charges properly payable under this section using your saved payment method. An automatic extension and its charge will be notified to you.

Automatic extensions depend on the system’s return checks and availability. A conflict with the next booking can prevent an automatic extension. A failed payment or skipped extension does not give you permission to keep the trailer.

8 GPS late return warnings

Where recent GPS data is available, the system may warn you that an on-time return appears unlikely. It estimates travel using a maximum assumed speed of 80 km/h and a 30-minute overdue tolerance.

These settings are used for warnings. They do not alter your return time, add 30 minutes to the charging buffer or authorise you to drive at any particular speed. Return on time whether or not you receive a warning.

9 No shows and early returns

If you do not collect the trailer and have not cancelled before the scheduled pickup time, there is no standard change-of-mind refund. Late collection does not automatically move the return time.

You may return the trailer early, but this does not automatically entitle you to a change-of-mind refund for unused time. Section 11 continues to apply.

10 If we cancel your booking

If we cannot provide the booked trailer because of mechanical failure, damage, theft, a safety issue or another circumstance preventing supply, you will not be charged a cancellation fee.

We may offer a suitable alternative trailer or another available date. You do not have to accept an alternative. If no suitable alternative is accepted, we will refund 100% of the affected hire amount paid. This does not limit any other remedy available under Australian Consumer Law.

11 Trailer faults and consumer rights

This policy does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded under Australian Consumer Law or other applicable law.

If a trailer or service fails to meet an applicable consumer guarantee, any entitlement to cancellation, a refund or another remedy applies regardless of the notice periods or ordinary change-of-mind rules in this policy. Contact us promptly about any fault or service issue.

12 Refund processing and enquiries

Approved refunds will be returned to the original payment method wherever possible, unless another method is agreed. Once we submit a refund, the time taken for it to appear depends on the payment processor and your financial institution.

For booking changes, refund enquiries or a disputed late charge, contact Brucey’s Trailer Hire on 0456 410 336 or email lucasbruce095@gmail.com. Include your booking reference so we can identify your hire.