Customer Terms of Service
1. What Tuckero Is
1.1 Tuckero is a local delivery and transport service. Tuckero moves items from one location to another within its service area. Tuckero is not the seller of any item it delivers.
1.2 Tuckero delivers a wide range of items, including but not limited to food, groceries, retail goods, parcels, and documents, subject to the prohibited-items list in clause 8.
1.3 “Customer” means any person or organisation, individual, business, or client, that requests a delivery through Tuckero.
2. The Relationship Between You, Tuckero, and the Driver
2.1 Tuckero operates a platform that connects Customers who need deliveries with independent drivers who carry them out. When you request a delivery, you enter into an arrangement with Tuckero for the delivery service.
2.2 Drivers who deliver through Tuckero are independent contractors operating their own businesses. They are not employees or agents of Tuckero. Each driver uses their own vehicle, holds their own insurance, and controls how they carry out each delivery.
2.3 Tuckero and its drivers are separate, independent entities. Tuckero arranges and coordinates deliveries; the driver performs the physical collection and delivery.
2.4 The Customer’s agreement for the delivery service is with Tuckero. Tuckero assigns a suitable independent driver to complete it.
3. How Orders Work (Order-on-Behalf)
3.1 The Customer selects and pays for the item directly with the relevant store, restaurant, or merchant. Tuckero does not sell the item, set its price, or take payment for it.
3.2 Tuckero’s driver collects the item the Customer has ordered and delivers it to the nominated address. The Customer pays Tuckero only for the delivery service.
3.3 The Customer is responsible for providing accurate pickup details, including the store, order name or number, and delivery address. Tuckero is not responsible for delays or failures caused by incorrect details.
4. Delivery Fees
4.1 The delivery fee is based on distance, calculated per Schedule A. The fee is shown to the Customer before the order is confirmed.
4.2 The fee comprises the driver delivery fee plus a Tuckero platform commission. Tuckero is not currently registered for GST, so no GST is charged. If Tuckero registers for GST in the future, GST will apply as required by law and the fee shown will reflect it.
4.3 Tuckero’s pricing is based on the distance and route of the delivery, not on the value of the item being delivered.
5. Delivery Times
5.1 Tuckero provides an estimated delivery time for each order based on distance. Estimated times are targets, not guarantees, and may be affected by traffic, weather, store readiness, and other factors outside Tuckero’s control.
5.2 Nothing in this clause limits any right the Customer has under the Australian Consumer Law.
6. Responsibility for Items
6.1 Tuckero arranges transport of the item with reasonable care from collection to delivery. Tuckero is not responsible for the quality, accuracy, fitness, or condition of the item as supplied by the store or merchant.
6.2 If an item is incorrect, missing, or unsatisfactory as supplied by the merchant, that is a matter between the Customer and the merchant. Tuckero will assist with information where it reasonably can.
6.3 The Customer must be available to receive the delivery, or provide clear delivery instructions. Where the Customer authorises unattended delivery, Tuckero is not responsible for loss occurring after a delivery is completed per those instructions.
7. Customer Obligations to the Driver
7.1 The Customer must provide safe and lawful access for collection and delivery, and accurate address and contact details.
7.2 The Customer must not request delivery in a manner that would place the driver at risk, and must treat the driver with respect. Tuckero may refuse or cancel service to any Customer who endangers, threatens, or abuses a driver.
7.3 The Customer must not make false claims of non-delivery. Tuckero relies on delivery confirmation data and may decline refunds where delivery is confirmed, subject to the Customer’s rights under the Australian Consumer Law.
8. Prohibited and Restricted Items
8.1 The Customer must not request delivery of: illegal items; weapons or explosives; prescription medicines (not carried at this stage); alcohol, tobacco, or vaping products; hazardous materials; live animals; or items the Customer is not lawfully entitled to send.
8.2 Tuckero or its driver may refuse or cancel any delivery that appears to breach clause 8.1 or that poses a safety risk.
9. Payment, Cancellation and Refunds
9.1 Delivery fees are charged at the time the order is confirmed, through Tuckero’s payment provider.
9.2 A Customer may cancel before a driver has collected the item for a full refund of the delivery fee. Once an item has been collected, the delivery fee may not be refundable.
9.3 Refunds for the item itself are a matter between the Customer and the merchant.
10. Privacy
10.1 Tuckero collects and uses Customer information only to provide and improve the delivery service, in accordance with its Privacy Policy and the Privacy Act 1988 (Cth).
11. Limitation of Liability
11.1 Tuckero provides a software platform and arranges local delivery. To the extent permitted by law, Tuckero’s liability is limited to loss directly arising from a failure of the Tuckero platform or software.
11.2 Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.
12. General
12.1 These Terms are governed by the laws of the State of Queensland and the Commonwealth of Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Queensland.
12.2 Tuckero may update these Terms from time to time. The current version applies to each new order.
Schedule A, Delivery Fees
| Distance | Driver fee | Tuckero commission | You pay |
|---|---|---|---|
| 0 – 1.5 km | $6.00 | $4.00 | $10.00 |
| 1.6 – 2.6 km | $7.00 | $4.00 | $11.00 |
| 2.7 – 4.2 km | $9.20 | $3.30 | $12.50 |
| 4.3 – 5.3 km | $11.50 | $5.00 | $16.50 |
| 5.4 – 6.9 km | $13.80 | $4.70 | $18.50 |
| 7.0 – 8.0 km | $16.50 | $5.50 | $22.00 |
| 8.1 – 9.6 km | $19.50 | $5.50 | $25.00 |
| 9.7 – 11.1 km | $22.30 | $5.20 | $27.50 |
The price shown to you before you confirm is the total you pay. No GST is currently charged.