Claims and cancellations

Call dispatch immediately with the booking reference. Before driver allocation, no VANTIX cancellation fee applies. After allocation, only reasonable committed costs apply. Once travel has started, route, waiting, return or reattempt costs may be payable.

Contact VANTIX as soon as possible with the reference, description, photographs, packaging and evidence of value. Keep the item and packaging available for inspection. Urgent privacy, specimen or safety incidents should be reported by phone immediately.

VANTIX reviews the booking, route, scans, messages, GPS events and proof record; speaks with the driver and sites; and confirms the outcome in writing. Complex or insured claims may require more information or insurer review.

Available remedies depend on the facts and applicable law. Nothing in this policy limits Australian Consumer Law rights. If a complaint is unresolved, VANTIX will identify the relevant external complaint or legal pathway available for the matter.