Refund Policy

CartR® Refund and Payment Adjustment Policy

Effective date: 1 October 2026

Trolley Data Management Network Pty Ltd ABN 22 669 540 238, operating the CartR® brand

1. ABOUT THIS POLICY

CartR aims to provide a reliable, safe and straightforward luggage-cart rental service.

This Policy explains when a refund, deposit return, payment-authorisation release or charge adjustment may be available in connection with a CartR rental.

It should be read with the CartR Rental Agreement and Terms of Use and the Local Rental Details displayed in the App before a rental begins.

Capitalised terms not defined in this Policy have the meanings given in the CartR Rental Agreement and Terms of Use.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, statutory warranty, refund right or other remedy that cannot lawfully be excluded.

2. REFUNDS, DEPOSITS AND PAYMENT AUTHORISATIONS

A refund, deposit return and payment-authorisation release are different transactions.

2.1 Refund. A refund returns an amount that was previously charged to your payment method.

2.2 Deposit return. Where an amount was charged as a refundable deposit, the unused balance will be refunded after the Rental Session is finalised.

2.3 Payment-authorisation release. Where your bank placed a temporary hold rather than completing a charge, we will request the release of the unused amount.

A payment-authorisation release is not technically a refund because the held funds were not transferred to us.

The applicable deposit or payment-authorisation amount will be displayed in the App before you confirm the rental.

Rental fees and other amounts properly payable under the Rental Agreement and Terms of Use may be deducted from or charged against the deposit or authorised amount. Any unused balance will be released or refunded.

Stripe, your bank or another payment provider controls when a released authorisation or refund becomes available in your Account.

A deposit will not automatically be forfeited merely because you request a refund or initially leave a Cart unlocked.

3. WHEN A REFUND OR CHARGE ADJUSTMENT MAY BE AVAILABLE

Depending on the circumstances and applicable law, a full or partial refund, release or charge adjustment may be available in the following situations.

3.1 Cart fails to unlock

If the Cart does not successfully unlock and the App does not confirm that the Rental Session has started:

No time-based rental fee should be charged; and
Any unused payment authorisation should be released.

A temporary authorisation may remain visible until Stripe, your bank or another payment provider completes the release.

3.2 Incorrect or duplicate charge

We will correct a charge where our records confirm that:

The same rental was charged more than once;
The wrong rental rate was applied;
The rental duration was calculated incorrectly;
A payment was taken for a Rental Session that did not start; or
Another payment-processing error occurred.

3.3 Technical failure during a rental

If a verified App, lock, Cart or system failure materially prevents you from using the rental service, we may:

Correct the rental start or end time;
Refund the affected portion of the rental charge;
Refund the full rental charge where substantially no service was provided; or
Provide another remedy required by applicable law.

3.4 Technical failure when returning a Cart

If the Cart was correctly placed at an approved return point but the lock or App did not confirm the return, contact us as soon as possible and provide:

The Cart identifier;
The Rental Location;
The approximate return time;
A description of what occurred; and
A photograph of the returned Cart, if available.

After verification, we will adjust the Rental Session to the time the Cart was properly returned.

You will not be charged for additional rental time caused solely by a verified CartR system, App or lock failure.

3.5 Faulty or unsafe Cart

If a Cart is faulty, damaged, unstable or unsafe when selected:

Do not use it;
Secure it if it is safe to do so;
Report the issue through the App or to authorised venue staff; and
Select another available Cart only after ending the affected Rental Session.

Depending on whether the Cart was used and the seriousness of the fault, we may provide a full refund, partial refund, replacement rental or another remedy required by law.

3.6 Service unavailable

A refund or adjustment may be available if we accept payment but cannot provide the rental because of:

A system outage;
An unavailable or incorrectly allocated Cart;
Closure of the Rental Location;
A failure by the Rental Operator to provide the confirmed service; or
Another issue within our reasonable control.

3.7 Unauthorised or fraudulent charge

If you believe your Account or payment method was used without your authority, contact us promptly.

We will investigate the transaction with the Rental Operator, Stripe and any other relevant payment provider.

Where the charge resulted from our error, a security failure for which we are responsible or another circumstance requiring a refund, the charge will be corrected.

You should also contact your bank or card issuer promptly if your card or payment credentials may have been compromised.

3.8 Mandatory consumer remedies

A refund, repeat service, price reduction, compensation or another remedy will be provided where required by applicable consumer law.

For Australian consumers, the Australian Consumer Law applies in addition to this Policy.

4. WHEN A REFUND IS NOT NORMALLY AVAILABLE

Subject to mandatory consumer rights, a refund is not normally available in the following circumstances.

4.1 Change of mind after unlock

You change your mind after the Cart has successfully unlocked and the Rental Session has started.

4.2 Longer use than expected

You use the Cart for longer than originally intended and the rental charge was correctly calculated using the pricing displayed and accepted before the rental.

The applicable rate, method of calculation, maximum rental period and maximum time-based charge will be displayed in the App before you confirm the rental.

4.3 Failure to follow return instructions

You do not return the Cart to an approved return point or do not securely engage the lock, and the App, Cart and lock were operating correctly.

4.4 Customer device or connectivity issue

The rental is affected solely because your device:

Has no internet connection;
Has Bluetooth, location, camera or mobile data disabled;
Uses an unsupported App or operating-system version;
Has insufficient battery power; or
Does not otherwise meet the disclosed technical requirements.

We will still review the circumstances and will not refuse a remedy where our Cart, App, instructions or systems contributed to the problem.

4.5 Misuse or unauthorised use

The issue was caused by misuse, deliberate damage, unauthorised modification, use outside the Authorised Area or failure to comply with reasonable safety and operating instructions.

4.6 Correctly supplied service

The Cart and Services operated as described, the rental charge was calculated correctly and no consumer-law remedy otherwise applies.

5. CARTS LEFT UNLOCKED OR NOT PROPERLY RETURNED

If a Cart is not securely returned and locked at an approved return point, the Rental Session may continue.

Where technically possible, we may send one or more notifications asking you to return and lock the Cart.

The applicable rental charge may continue until:

The Cart is properly returned and locked;
The Cart is recovered; or
The maximum rental period displayed and accepted before the rental is reached,

whichever occurs first.

The time-based rental charge will not exceed the maximum charge displayed and accepted before the rental.

A separate reasonable recovery, cleaning, repair or replacement cost may apply only where:

It is permitted under the Rental Agreement and Terms of Use;
It was disclosed before the rental where required;
It is supported by the circumstances and available evidence;
It reflects reasonable loss or cost;
It is permitted by applicable law; and
We have not already recovered the same loss through another charge.

Forgetting to engage the lock does not automatically result in forfeiture of the entire deposit.

We will review the Rental Session, lock events, Cart location, notifications and any reasonable recovery costs before finalising the charge.

6. DAMAGE, LOSS AND REFUND REQUESTS

A refund request and a damage, loss or recovery charge will be assessed separately.

Damage or misuse does not automatically remove a refund right relating to an unrelated system failure or incorrect charge.

Where a Cart was damaged, lost or not returned because of your breach, negligence, deliberate act or unauthorised use, we may apply a reasonable charge in accordance with the Rental Agreement and Terms of Use.

When assessing a charge, we may consider:

Rental and payment records;
Lock and unlock events;
Cart-location information;
Photographs;
Inspection and maintenance reports;
Communications and notifications;
Repair, cleaning, recovery or replacement evidence; and
Information you provide.

You may ask us to review a charge and submit relevant evidence.

7. HOW TO REQUEST A REFUND OR ADJUSTMENT

Submit your request through the Contact Us section of the CartR App or email support@cartr.com.au.

Please provide:

Your full name;
The email address or mobile number connected to your Account;
The Rental Location;
The rental date and approximate time;
The Cart identifier, if available;
The amount disputed;
A description of what occurred;
Any relevant photographs or screenshots; and
The outcome you are requesting.

Contact us as soon as reasonably possible after discovering the issue. A delay does not remove any statutory right that applies.

Do not send complete payment-card numbers or card security codes by email or through customer support.

8. REVIEW TIMEFRAMES

We aim to:

Acknowledge a refund request within two business days;
Decide a straightforward request within 10 business days after receiving the necessary information; and
Request any additional information reasonably required to investigate the matter.

Complex matters involving a Rental Operator, Stripe, another payment provider, suspected fraud, Cart recovery, damage or conflicting records may take longer.

If more time is required, we will provide an update and an estimated timeframe.

Once a refund is approved, we will normally initiate it within five business days or any shorter period required by applicable law.

After we initiate the refund, Stripe, banks and other payment providers may require additional time to make the funds available. We do not control their processing times.

These timeframes do not delay or restrict any remedy that applicable law requires to be provided sooner.

9. HOW REFUNDS ARE PAID

A refund will ordinarily be returned to the original payment method through Stripe or the payment provider that processed the transaction unless:

You expressly agree to another method;
The original payment method is no longer available; or
Applicable law requires another method.

We will not require you to accept App credit, a voucher or another rental instead of a monetary refund where you are legally entitled to a monetary refund.

We do not charge a fee for processing an approved refund.

Your payment provider may apply its own currency-conversion rate or international transaction rules. We are not responsible for exchange-rate differences or external bank fees that we did not impose, except where applicable law requires otherwise.

10. CANCELLATION BEFORE AND AFTER UNLOCK

10.1 Before unlock. You may cancel a rental request before the Cart successfully unlocks without a time-based rental charge, unless a clearly disclosed reservation fee applies.

10.2 After unlock. Once the Cart successfully unlocks and the Rental Session starts, time-based rental charges ordinarily apply until proper return.

10.3 UK and European withdrawal rights. Where applicable law provides a withdrawal or cancellation period for an online service, you expressly request the rental service to begin when the Cart unlocks.

You may be required to pay for the service supplied before a valid cancellation. The withdrawal right may end once the service has been fully performed where the law permits and the required acknowledgement has been provided.

Nothing in this section limits any mandatory cancellation right.

11. AUSTRALIAN CONSUMER RIGHTS

For Services supplied to consumers in Australia, the Australian Consumer Law applies.

Our Services come with consumer guarantees that cannot be excluded.

Depending on the nature and seriousness of a failure, you may be entitled to:

Have the problem corrected within a reasonable time;
Cancel the affected service;
Receive a refund for an unused or affected portion of the service;
Receive compensation for reduced value; or
Recover reasonably foreseeable loss or damage.

The remedies in this Policy are in addition to, and do not replace, your rights under the Australian Consumer Law.

12. OTHER COUNTRIES

If consumer law in the country where the Cart was rented gives you greater refund, cancellation or remedy rights than this Policy, the mandatory local law prevails.

Country-specific or venue-specific refund terms displayed before the rental apply only to the extent they are lawful and do not remove mandatory consumer rights.

13. DISPUTES AND CHARGEBACKS

If you disagree with a charge or refund decision, contact us with any additional information and ask for the matter to be reviewed.

We will make a reasonable attempt to resolve the issue through customer support.

Where practicable, please contact us before initiating a chargeback so we have an opportunity to investigate and correct any error.

This request does not limit your rights with your bank, card issuer, payment provider, consumer regulator, tribunal or court.

14. CHANGES TO THIS POLICY

We may update this Policy to reflect changes in law, pricing, payment processes or the Services.

The current version will be published on the CartR website with its effective date.

A change will apply to future Rental Sessions. The version in effect when a Rental Session started will continue to govern that rental unless a later change is required by law or is more favourable to you.

Continued use will not replace express consent where applicable law requires renewed consent.

15. CONTACT US

Trolley Data Management Network Pty Ltd
ABN 22 669 540 238
Suite 19, 103 George Street
Parramatta NSW 2150
Australia

Email: support@cartr.com.au
Website: cartr.com.au

CartR® is a registered trade mark and brand of Trolley Data Management Network Pty Ltd ABN 22 669 540 238.