Legal
Refund & Cancellation Policy
How cancellations, faults and deposits are handled — alongside, not instead of, your consumer guarantees.
- Version
- 1.0
- Effective
- Jurisdiction
- New South Wales, Australia
1. Your Australian Consumer Law rights come first
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. Everything below operates in addition to those rights and does not limit them. Because our service is a booked, time-based delivery of consumables and hire equipment, there is no automatic cooling-off period for change of mind, but the rules in this policy still apply.
2. Cancelling before dispatch
You may cancel any order at no charge before a van has been dispatched for your delivery. Contact us using the details on your order confirmation and we will refund the full amount, including any deposit, to the original payment method.
3. Cancelling after dispatch
Once a van is on the way, the delivery has been resourced. A cancellation from that point may attract a call-out fee, which covers travel already undertaken. The fee is disclosed to you when you cancel and is deducted from your refund. Cash orders cancelled at the door are also subject to that call-out fee.
4. Refused deliveries
Where we refuse a delivery because approved photo identification is not produced or is questionable, because we reasonably suspect a purchase on behalf of a person under 18, because the location is unsafe, or because smoking is not permitted at the location, the order is cancelled at the door. Product is not left, and the delivery and call-out fee are not refunded. Any deposit is returned in full.
5. Faulty or unsatisfactory products
If a flavour, charcoal or piece of equipment is faulty, contaminated or not as described, tell the worker at the door or contact us the same night. We will swap the item, resupply the service or refund the item, and if the failure is major you can choose a refund. We may ask for photographs or to inspect the item.
6. Missing or incorrect items
If part of your order is missing or incorrect, contact us through your order link or at contact@klouddrop.com. Report it within 24 hours of delivery where possible. We will deliver the missing item where practical, or refund it.
7. Equipment deposits
Refundable deposits are released after the equipment is collected and inspected. Deductions are limited to damage, loss or unrecoverable condition, are assessed against our published replacement and repair price list, and are itemised for you. See our Equipment Hire Terms for the assessment and dispute process.
8. How refunds are paid
Refunds are returned to the original payment method through our payment provider. Card refunds usually appear within 3–10 business days depending on your bank. Cash orders are refunded by bank transfer to an account you nominate.
9. Complaints
Email contact@klouddrop.com with your order number and what went wrong. We aim to acknowledge within two business days and resolve within ten. If you are not satisfied, you can contact NSW Fair Trading or the ACCC.
These pages summarise how KloudDrop operates. They do not replace, limit or override the law, including the Public Health (Tobacco) Act 2008 (NSW), the Australian Consumer Law and the Privacy Act 1988 (Cth). Where this website differs from legislation, the legislation applies.