Shipper Agreement

Last updated: 24 February 2026

1. Parties and Scope

This Shipper Agreement ("Agreement") is between Load Assist Pty Ltd (ABN XX XXX XXX XXX) ("Load Assist", "we", "us") and you, the registered shipper ("Shipper", "you", "your"). By registering as a Shipper on the Load Assist platform (the "Platform"), you accept and agree to be bound by this Agreement.

This Agreement supplements and is to be read in conjunction with the Terms of Service, Privacy Policy, Platform Guidelines, and Payment Terms.

2. Relationship

2.1 Marketplace Model

Load Assist is a freight marketplace that connects Shippers with independent Carriers. Load Assist does not provide transport services. When you book a Carrier through our Platform:

• Your contract for transport is directly with the Carrier, not with Load Assist;
• The Carrier is an independent contractor who controls how the transport is performed;
• Load Assist facilitates the connection, processes payments, and provides dispute resolution, but does not guarantee or warrant the Carrier's performance.

2.2 Your Responsibility

You are responsible for evaluating Carriers based on their ratings, reviews, verification status, vehicle specifications, and insurance before accepting a quote. Load Assist verifies that Carriers have submitted required documentation during onboarding but does not guarantee the accuracy or completeness of Carrier-provided information.

3. Registration and Onboarding

3.1 Eligibility

To register as a Shipper, you must:

• Be at least 18 years of age;
• Have a valid email address and phone number;
• Provide accurate personal or business details;
• Agree to this Agreement and all related policies.

3.2 Onboarding

During onboarding, you will be asked to provide:

• Personal details: Full name, date of birth, phone number, address;
• Business details (if applicable): Company name, ABN, business type, GST registration;
• Identification: Driver's licence or other valid identification document;
• Payment method: Credit or debit card details (collected securely by Stripe);
• Policy acceptance: Agreement to this Agreement, Terms of Service, Privacy Policy, Platform Guidelines, and Payment Terms.

4. Posting Jobs

4.1 Accurate Descriptions

When posting a job, you must provide accurate and complete information including:

• Item details: Description, quantity, weight, dimensions, estimated value, and condition;
• Item photographs: Clear, representative images of the items to be transported;
• Special requirements: Fragile items, hazardous materials, temperature-sensitive goods, oversized loads, or any special handling instructions;
• Pickup details: Full address, contact name, phone number, preferred date, and any access instructions (e.g., stairs, lift, loading dock);
• Delivery details: Full address, contact name, phone number, preferred date, and delivery instructions;
• Vehicle requirements: The type and size of vehicle needed for the job.

4.2 Your Obligations

• Do not misrepresent the nature, size, weight, or quantity of items;
• Declare all items that may affect transport safety (e.g., hazardous goods, oversized items, extremely heavy items);
• Provide current, correct addresses—incorrect addresses may result in additional charges or cancellation;
• Do not post jobs for prohibited items;
• Jobs are listed for a maximum of 7 days. Expired jobs may be relisted.

4.3 Consequences of Misrepresentation

If a Carrier arrives for pickup and discovers items materially differ from the job description (e.g., significantly heavier, more items than listed, hazardous goods not declared), the Carrier may decline the booking. In such cases:

• You may be liable for cancellation fees;
• The Carrier may receive cancellation compensation;
• Strike points may be applied to your account;
• Repeated misrepresentation may result in suspension.

5. Quotes and Bookings

5.1 Receiving Quotes

• Carriers will submit competitive quotes on your posted jobs;
• Quotes are valid for 48 hours and include the total price for the transport service;
• You may receive multiple quotes—evaluate them based on price, Carrier rating, reviews, vehicle type, and insurance coverage;
• Load Assist does not set prices—quotes are determined by Carriers based on job requirements.

5.2 Accepting a Quote

When you accept a quote:

• A binding booking is created between you and the Carrier;
• Your payment method is charged and the funds are held in escrow (via Stripe payment authorisation);
• Both parties are expected to fulfil their booking obligations;
• Cancellation after acceptance may incur fees as outlined in the Payment Terms.

6. Your Obligations During Bookings

6.1 Pickup

• Ensure items are properly packaged, labelled, and ready for collection at the scheduled time;
• Be present at the pickup location (or arrange a representative) at the agreed time;
• Assist the Carrier in identifying and accessing items if needed;
• Confirm the pickup through the Platform when requested;
• If you need to reschedule, notify the Carrier and Load Assist as early as possible.

6.2 During Transit

• You can track your shipment in real time via GPS tracking on the Platform;
• Communicate any urgent changes through in-Platform messaging;
• Do not contact the Carrier outside the Platform for booking-related matters.

6.3 Delivery

• Be present at the delivery location (or arrange a representative) at the estimated delivery time;
• Inspect items upon delivery and note any visible damage before signing off;
• Confirm delivery through the Platform within 48 hours of the Carrier marking the booking as "delivered";
• If you do not confirm or raise a dispute within 48 hours, the delivery will be auto-confirmed and the Carrier will be paid;
• Report any damage, loss, or issues promptly—delayed reporting weakens dispute claims.

7. Payments

Full payment details are available in the Payment Terms. Key points:

• Payment is processed at the time of booking through Stripe;
• Funds are held in escrow until delivery is confirmed;
• All prices on the Platform are in Australian Dollars (AUD) and include GST where applicable;
• The platform service fee is included in the booking total—there are no hidden charges;
• You are responsible for ensuring your payment method has sufficient funds.

8. Cancellations

You may cancel a booking through the Platform at any time, subject to cancellation fees:

The Carrier receives 50% of any cancellation fee as compensation. Refunds are processed within 5–10 business days. See the Terms of Service for the complete cancellation policy.

9. Disputes

9.1 Filing a Dispute

You may file a dispute if:

• Items were damaged during transport;
• Items were lost or not delivered;
• The Carrier failed to meet agreed service standards;
• The service received materially differed from what was booked.

9.2 Dispute Process

• Disputes are filed through the Platform with a description and supporting evidence (photos, documents, receipts);
• Disputes run in parallel with the booking lifecycle—filing a dispute does not halt the booking;
• Both parties may submit evidence and responses;
• Load Assist administration reviews all evidence and makes a determination;
• Resolutions may include refunds, partial refunds, or no action;
• Decisions are communicated through the Platform.

9.3 Evidence Best Practices

• Photograph items before pickup and immediately upon delivery;
• Note any pre-existing damage before handing items to the Carrier;
• Keep records of all communication;
• Report issues as soon as they are discovered—delays weaken claims.

10. Ratings and Reviews

• After each completed booking, you may rate and review the Carrier;
• Ratings are on a 1–5 scale and should reflect your genuine experience;
• Reviews help other Shippers make informed decisions;
• Reviews must comply with the Platform Guidelines;
• Carriers may also rate and review you—maintaining a positive profile helps attract quality quotes.

11. Your Packaging Responsibilities

Proper packaging is essential to avoid damage during transport. You are responsible for:

• Packing items securely with appropriate materials (bubble wrap, foam, packing paper);
• Using sturdy boxes or containers appropriate for the item size and weight;
• Labelling fragile items clearly;
• Disassembling furniture or equipment where appropriate for safe transport;
• Sealing all openings and loose parts;
• Draining fuel from machinery or equipment.

Damage caused by inadequate packaging may not be eligible for dispute resolution or Carrier insurance claims.

12. Liability

12.1 Load Assist's Role

Load Assist facilitates the marketplace and provides payment processing, communication tools, and dispute resolution. We are not a party to the transport contract between you and the Carrier. To the maximum extent permitted by law (subject to the Australian Consumer Law):

• Load Assist is not liable for damage, loss, delay, or failure of the transport service;
• Load Assist does not guarantee the Carrier's performance, reliability, or insurance coverage;
• Load Assist's liability is limited to the platform fees paid by you in the 12 months preceding a claim.

12.2 Your Liability

You are liable for:

• Accuracy of information provided in job postings;
• Proper packaging of items;
• Declaring hazardous, fragile, or high-value items;
• Being available at agreed pickup and delivery times;
• Payment obligations as set out in the Payment Terms.

13. Insurance Recommendation

While Carriers are required to maintain insurance coverage (see Insurance Requirements), Load Assist strongly recommends that Shippers also consider insuring high-value items separately. Carrier insurance may have coverage limits, excess amounts, or exclusions that could leave gaps in protection.

14. Account Management

14.1 Account Security

• You are responsible for maintaining the security of your account credentials;
• Do not share your login details with others;
• Notify us immediately if you suspect unauthorised access;
• All actions taken through your account are your responsibility.

14.2 Account Suspension

Your account may be suspended if:

• You accumulate 10 or more strike points;
• Payment method is declined or invalid;
• You engage in fraudulent activity or policy violations;
• Multiple disputes are upheld against you;
• You persistently cancel bookings without valid reason.

14.3 Account Closure

• You may close your account at any time, provided you have no active bookings or pending disputes;
• Outstanding payments or refunds will be processed before closure;
• Account data is retained as outlined in the Privacy Policy.

15. Modifications

Load Assist may modify this Agreement at any time. Material changes will be communicated via email and/or in-Platform notification at least 14 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance.

16. Governing Law

This Agreement is governed by the laws of New South Wales, Australia. Disputes that cannot be resolved through the Platform's dispute process are subject to the exclusive jurisdiction of the courts of New South Wales.

17. Contact

For questions about this Agreement:

• Email: support@loadassist.com.au
• Legal: legal@loadassist.com.au