Terms of Service

These Terms of Service govern your use of the delivery services provided by Tuckero Pty Ltd (“Tuckero”, “we”, “us”). By booking a delivery, you agree to these terms.

1. Our Service

Tuckero operates a platform that connects customers and businesses with independent delivery drivers within our service area. When you book, we arrange your delivery with a driver, take payment for it, and pay the driver under their agreement with us.

Drivers are independent contractors, not Tuckero employees. Tuckero is responsible to you for operating the platform, arranging your delivery, handling payment, and dealing with any problem through the process set out in these terms.

Collecting from a shop or business on your behalf

You can book us to collect an item you have ordered from a shop, restaurant or other business (a “collection point”), such as a click and collect order. When you do:

• You appoint us. You appoint Tuckero, and the driver assigned to your booking, as your authorised representative to collect that item on your behalf and deliver it to you. We act only on your instructions.
• We work for you, not the collection point. Unless the collection point is a Tuckero partner that booked the delivery itself (see “Deliveries booked by a business” below), Tuckero is not its agent, partner or supplier and is not paid by it.
• Your order is yours. You must already have ordered and paid for the item with the collection point. You confirm you are entitled to collect it, and you authorise us to give the collection point the details it needs to release it to us, such as your order number and the name on the order.
• Your purchase stays between you and the collection point. Questions about the item itself, its price, contents, quality or a refund for it are for the collection point, as if you had collected it yourself. Our driver photographs the item as it is handed over, and that photo is available to you.
• If the item is not released. If the collection point does not release the item to our driver, for example because it asks for you in person or for more proof of authority, our driver will tell you through your tracking page and we will contact you. You can then give the collection point any further authority it needs, change the booking, or cancel it under section 6.
• What we do not collect. We do not collect prescription medicines, or alcohol, tobacco, vaping products or any other age-restricted goods, from any collection point (see section 3).

Deliveries booked by a business

Some businesses (our “partners”) book Tuckero deliveries for their own customers. If a partner books your delivery, the partner pays us for it under its partner agreement with us, so any delivery charge you paid was paid to that business, and a refund of it is a matter for that business. Everything else in these terms still applies to your delivery: you get the same tracking link, the same cover, and you can report a problem to us in the same way. Businesses that partner with us also agree to our Merchant Partner Policy.

2. Bookings & Pricing

• All prices are quoted before you confirm your booking and are calculated from the distance between the pickup and delivery addresses.
• Prices are flat for the distance band. We do not apply surge pricing.
• When you book a delivery yourself, payment is taken at the time of booking. Deliveries booked by a partner business are paid by that business under its partner agreement.
• We deliver trips of up to 20 km by road within our service area. Trips outside it cannot be booked.
• Providing accurate addresses, contact details and item information is your responsibility. Deliveries that fail because the details given were wrong may not be refundable.

Tips

You may be offered the option to tip your driver after your delivery. Tipping is entirely optional and does not affect your service. Every tip goes in full to the driver who completed your delivery; we do not keep any part of it. Tips are not refundable, except where one was charged in error.

3. Prohibited Items

You must not book a delivery for anything that is illegal, dangerous, or that we are not permitted to carry. This includes but is not limited to:

• Illegal goods of any kind, including stolen property
• Illegal drugs or substances
• Weapons, firearms, ammunition, or anything designed to cause harm
• Hazardous or dangerous materials, including flammable liquids, gases, chemicals, explosives or anything toxic
• Prescription medicines
• Alcohol, tobacco, vaping products or any other age-restricted goods
• Live animals
• Anything requiring a special licence or permit to transport
• Cash, bullion, cheques or other negotiable instruments, at any value
• Jewellery, watches, precious metals, or anything irreplaceable
• Passports, licences, or other identity and title documents, and keys
• Items that are unsafe, leaking, or not properly packaged for transport

You confirm at booking that your item is legal and safe, and that you have described it honestly.

Items worth more than $500

We do not carry any single item, or any one booking of items, worth more than $500. This is a limit on what we can safely carry at these prices, not a judgement about your item.

If you book a delivery for something on the list above or worth more than $500 and we carry it without knowing, it travels entirely at your risk and the cover described in section 11 does not apply to it.

Checks at collection

Your driver photographs the item when they collect it. That photograph records its condition at collection and appears on your tracking page. A driver may refuse to collect or carry an item that:

• breaches this section, or that they reasonably believe is unsafe;
• is not the item described in the booking; or
• is already damaged, unless the person handing it over agrees that it is carried as it is.

Where a driver refuses an item, we contact you. If the item breached this section or was not as described, a refund may not be given. If the wrong item was handed over at the pickup, we will try to put it right with the sender before cancelling.

4. Your Responsibilities

• Package items properly so they can be carried safely.
• Make sure someone is available at the pickup address at the agreed time.
• Make sure someone is available at the delivery address to receive the item, or that there is a safe place to leave it where you have allowed that.
• Give clear delivery instructions, including any access codes, gates or parking notes.
• Provide a working Australian mobile number. We use it to send tracking updates and it is how the driver reaches you.
• Be contactable during the delivery.

Who may book, and deliveries to schools

• Bookings must be made by an adult.
• A delivery to a school, childcare centre or similar place is handed to a staff member at reception or the office, never to a child. Our drivers have no contact with children in the course of a delivery, and do not collect items from children.
• Please address a delivery to a school to the office or to a named staff member, and include the school’s reception hours in your delivery instructions.

5. Tracking, Contact & Your Details

When you book, we send you a private tracking link. It shows the status of your delivery, and once a driver has collected your item it shows their position, an estimated time, and photographic proof of collection and delivery.

When tracking ends

Live tracking ends when the delivery is completed, returned or cancelled. From then on your link no longer shows the driver’s position, phone number, vehicle or messages. It becomes your delivery record: the status, times, addresses, the proof of collection and delivery, and the options to report a problem or tip your driver. Delivery records are kept for 12 months, as set out in our Privacy Policy.

Photo of your item

If you sign in with Google when booking, you can add a photo of your item. It helps your driver collect the right thing, is shown to the driver who carries your delivery, and is kept with the delivery record.

Messages and arrival

While a driver is carrying your delivery, you and the driver can message each other through your tracking page and the driver app. When the driver arrives at the drop-off address, you are sent a text and a message on your tracking page. Messages are kept with the delivery record and may be reviewed by Tuckero to resolve a problem or a complaint.

These details are provided so the delivery can be completed. Please use them only for that purpose. Contacting a driver, or a customer, for any other reason or after the delivery has finished is not acceptable and may result in your account being suspended.

How we handle this information is set out in our Privacy Policy.

6. Changes, Cancellations & Refunds

You can cancel from your tracking page. What happens depends on where your delivery has got to:

Stage	Can you cancel?	Refund
Booked, no driver yet	Yes	Full refund
Driver accepted, not collected	Yes	Full refund
Item collected	No	No refund

Once your item has been collected, the delivery fee is not refunded. Your driver is paid for every trip they carry, including one that ends with your item being returned to the pickup. The only exception is a delivery that fails because of a problem on our side, as set out in section 7, and your rights under the Australian Consumer Law, which these terms do not limit (see section 10).

Refunds are returned to the card used at booking. Your bank may take up to five business days to show it.

If no driver has accepted your delivery after 30 minutes, we will contact you so you can choose to cancel for a full refund or keep waiting. If it is still unclaimed after an hour, we will call you.

Once your item has been collected, the delivery is in progress and cannot be cancelled from the tracking page. If you need to stop a delivery that is under way, call us immediately on the number in your confirmation message and we will do what we reasonably can.

To change a delivery address after booking, contact us. A change may require a new quote if it alters the distance.

7. Arrival, Waiting and If a Delivery Cannot Be Completed

When your driver arrives

When your driver reaches the delivery address, we text you and post a message on your tracking page to say they are there. Your driver will wait for up to 10 minutes from that message. During that time they may message or call you. Please be ready to receive your item.

If you set a delivery PIN

Your item will only be handed to someone who gives the driver your PIN in person. Never send your PIN to the driver by message; give it to them at the door. Do not share your PIN, or your tracking link, with anyone you do not want to receive the item.

If nobody comes to the door within the waiting time, the driver may, as a last resort, leave your item in a safe place at the address and photograph it. The photograph appears on your tracking page and the delivery is then complete. A safe place means somewhere out of public view and protected from weather, never an open driveway or a footpath. If there is no safe place, your item is returned to the pickup address as described below.

If your item is handed to you in person without a PIN

A hand-to-hand delivery has no doorstep photo, so we ask you to confirm it. Your tracking page will ask whether you received your item, with Yes or No. Please answer within 5 hours of delivery. Your answer cannot be changed once sent.

If you answer No, we review the delivery using the driver’s report, the time and location of the handover and any messages, and contact you with the outcome. If you do not answer within 5 hours, the delivery stands as completed on the driver’s record, and you can still report a problem under section 8. If you want the driver to check a code at the door instead, set a delivery PIN when you book.

If a delivery cannot be completed

We tell you by text and on your tracking page as soon as the driver reports it. Your item is either taken back to the pickup address or, if your driver cannot continue, handed to another Tuckero driver who delivers it. It is never left anywhere else, and it is not kept by the driver. What happens next depends on why:

What happened	What we do	Your charge
Nobody was available after the waiting time and the item could not be left safely; the address was wrong or could not be accessed; or the person at the address refused the item	The item is returned to the pickup address and the delivery is complete	The delivery fee is not refunded. If you still want the item delivered, book again
A problem on our side, such as an issue with the driver or their vehicle, or the driver could not continue safely	Another Tuckero driver collects your item, either from your driver where they stopped (a handover) or from the pickup address after it has been returned, and delivers it. A handover may add 20 to 30 minutes	No extra charge. While your item is with a driver, including during a return or a handover, the delivery cannot be cancelled from your tracking page. Once it is back at the pickup, you can cancel for a full refund until the new driver collects it

When a delivery fails on our side, you are never charged again for it.

Where the reason a delivery could not be completed is unclear, we review the driver’s report, the photographs, the arrival record and any messages, and decide which of the cases above applies. We will tell you the outcome.

8. If Something Goes Wrong With a Completed Delivery

If your delivery arrives damaged, is the wrong item, or you believe it was not delivered, tell us within 7 days using the report option on your tracking page, or by emailing admin@tuckero.au. If your item never arrived, tell us within 7 days of the date it was due.

We will look into it using the delivery record, which includes the time, location and photographs taken at collection and delivery, any messages, and the driver’s reports, and we will contact you with an outcome. Where something has gone wrong on our side, we will put it right: a refund, a redelivery, or another remedy depending on what happened.

Wrong items

We deliver the item the sender hands to our driver, and we photograph it at collection. If the item delivered is not what you ordered, tell us within 7 days using the report option on your tracking page.

• If the business handed over the wrong item, your refund or replacement for the goods is a matter for the business that sold them to you, and we will help you raise it with them. We will take the wrong item back and bring the right one once it is ready for collection, at no delivery cost to you. Where that business is a Tuckero partner, the cost is settled between us and them under our partner agreement.
• If the error was ours, for example items were mixed up while in our care, we will put it right at no cost to you, including a refund of the delivery fee where appropriate.
• If the booking was wrong, for example the wrong address or item description was given, a new delivery is booked and charged as normal.

Damaged items

A claim that an item was damaged is assessed against the photograph taken at collection. Damage that is visible in that photograph, or that the driver reported at collection, was present before the delivery began and is not Tuckero’s responsibility.

9. Delivery Times

We aim to complete deliveries promptly, and the tracking page shows an estimated arrival time once your driver is on the way. That estimate is a guide, not a guarantee. Traffic, weather and access at either end can affect it.

If a delivery is taking substantially longer than expected, contact us and we will find out what is happening.

10. Liability

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill and within a reasonable time.

Source: Competition and Consumer Act 2010 (Cth), Schedule 2, Australian Consumer Law

The most we are liable for

Where the law allows us to limit what we owe you, our total liability for anything arising out of a delivery is limited to whichever is the greater of:

• the delivery fee paid for that delivery; and
• $100, being the cover included with every delivery.

Where you are a business booking a delivery for business purposes, our liability for a failure to comply with a consumer guarantee is limited, at our option, to resupplying the service or paying the cost of having it resupplied.

What we are not liable for

• We are not liable for loss or damage caused by inaccurate information you provided, inadequate packaging, or an item you should not have booked under section 3.
• We are not liable for indirect or consequential loss, including loss of profits, loss of business opportunity, lost time, or the cost of a missed appointment, event, connection or deadline, to the extent the law permits us to exclude it.

Our drivers are engaged as independent contractors, but that does not affect your rights against Tuckero. Raise any problem with us, not with the driver.

11. Cover for Your Item

Every delivery includes $100 of cover for loss of or damage to your item while it is with us. You do not pay extra for this and you do not need to do anything to get it.

Cover above $100 is not available. If your item is worth more than $100, the amount above $100 is carried at your risk. Items worth more than $500 are not carried at all, as set out in section 3.

Beyond the cover that applies to your delivery, items are carried at the sender’s risk.

When your item stops being our responsibility

Your item is our responsibility from the moment your driver collects it until any one of the following happens:

• you, or someone at the delivery address, takes it from the driver and the handover is confirmed;
• the delivery PIN you set is given to the driver at the door and entered correctly; or
• you asked for a safe-place delivery, or allowed one, and the driver left your item there and photographed it.

Each of those moments is recorded with a photograph, a location and a time, and appears on your tracking page.

Driver insurance

Drivers are required to hold a current licence and keep their delivery vehicle registered, and to give us evidence of both before they can be offered any job and on each renewal. Drivers are independent contractors responsible for their own insurance, and are responsible for any loss or damage they cause.

12. Accounts & Conduct

You may book as a guest or by signing in with your Google account. If you sign in, keep your Google account secure: anyone who can use it can see your bookings.

We may refuse a booking, or suspend or close an account, where these terms have been breached, where a driver has been treated abusively in person, by phone or by message, or where we reasonably suspect fraud.

13. Drivers

Drivers are independent contractors engaged by Tuckero and must hold valid Australian working rights, a current driver licence and a registered, roadworthy vehicle, and provide a police check within 14 days of approval. Insurance cover for delivery use is recommended to drivers but is their own responsibility. Separate terms apply to drivers and are provided during onboarding.

14. Changes to These Terms

We may update these terms from time to time. The version published on tuckero.au at the time you book is the version that applies to that booking.

15. Governing Law

These terms are governed by the laws of Queensland, Australia. Any dispute will be dealt with in the courts of Queensland.

16. Contact Us

Questions about these terms, or about a delivery, can be sent to admin@tuckero.au.