1. Who we are
OzRunnr (ABN 52 922 762 259) ("we", "us", "our", or "OzRunnr") operates the OzRunnr website and mobile application. These Terms govern your access to and use of the Service, including any personal shopping, pickup, and delivery requests you place through the platform.
By creating an account or placing a request, you agree to these Terms. If you don't agree, please don't use the Service.
2. What OzRunnr does
OzRunnr is a personal shopping, pickup, and delivery service. You tell us what you need — whether by selecting a scheduled shopping stop at a store, requesting a visit to a specific retailer, or arranging pickup of an item from a private marketplace listing — and we purchase, collect, and deliver it to you.
Our service is available only in locations where OzRunnr currently operates. Service availability, delivery areas, participating suburbs, and fees are displayed in the Service and may change from time to time as we expand or adjust our operations.
3. Accounts
- You must be at least 18 to create an account.
- You're responsible for the accuracy of the information you give us (name, phone, email, delivery address) and for keeping your account credentials secure.
- One account per person. We may suspend or close an account we reasonably believe is being used fraudulently or abusively.
4. Placing a request
- Requests are submitted through the app and specify the items you want, a maximum budget, and delivery details.
- Fees (shopping fee, delivery fee, a service fee on your basket, urgent-order surcharge, and any service-area adjustment) are shown in the app at the time you submit your request and may change over time — the fees that applied to your specific request are locked in once you submit it.
- We may decline or cancel a request at our discretion (for example: it falls outside our service area or item limits, we can't source an item, or we're at capacity for a given time slot).
5. Pricing, budgets, and deposits
- Maximum budget. You set a maximum budget for each request. We won't spend more than that without contacting you first.
- Item and order limits. We cap the quantity per item and the total order amount to keep requests manageable for a solo-run service — current limits are shown in the app when you submit a request.
- Deposit. Every order is paid in two parts. Once a runner accepts your request, a deposit falls due: 50% of your estimated total. Your shopper starts once we've confirmed the deposit has arrived. The deposit is a percentage of the estimated total (items plus fees) and is never more than the maximum budget you set.
- Balance. The remainder is due on delivery. We work it out from the actual receipt, not the estimate — so if the shopping comes in under what you estimated, you pay less. We won't exceed your maximum budget without contacting you first.
- Payment methods. We accept card payments. We do not accept cash, and our runners never handle cash.
6. Cancellations and refunds
- Before we start shopping: you can cancel a request free of charge at any time before its status moves to "Shopping." Any deposit you've paid is refunded in full.
- Once shopping has started: the order is already in progress and may involve money already spent on your behalf. Cancellation at this point is at our discretion and may not be fully refundable, depending on how much has already been purchased.
- We cancel or can't complete an order: if we cancel your request, or can't complete it (e.g. a store is closed, an item is unavailable and no substitute is agreed), you'll receive a full refund of any amount paid for that order.
- How refunds are paid: refunds are returned to the card or account you paid from. We'll email you when it's sent. Allow 1–2 business days for it to clear, depending on your bank. If it hasn't arrived after that, contact us and we'll trace it.
- Substitutions: if you've allowed substitutions for an item and we can't get the exact one, we'll use reasonable judgement to get a similar item at a similar price. If you haven't allowed substitutions, we'll leave it out or contact you.
7. Delivery
- We deliver to the address you provide. Please make sure someone is available to receive the delivery, or leave clear instructions in the delivery notes.
- Risk in purchased items passes to you once delivered to the address and/or person specified in your request.
- If a delivery attempt fails because no one is available and you gave no alternative instructions, we'll contact you to arrange a re-attempt — additional delivery fees may apply for repeat attempts.
8. Receipts and final cost
For orders where a receipt is required (or where actual costs may differ from your estimate), we'll upload a copy of the receipt and provide a full cost breakdown — items, shopping fee, delivery fee, the service fee, and any extras — before or at delivery.
9. Messaging and communication
We may message you in-app or by email about your order (status updates, questions about substitutions, payment confirmations, etc.). Keep an eye on both — the app is the primary channel, email is the backup for anything time-sensitive.
Customers and runners must keep all order-related communication within the app's messaging feature, rather than by personal phone, SMS, or other outside channels. We can only verify and act on communications made through the app, including for the purposes of resolving a dispute — messages sent elsewhere may not be considered when we look into an issue.
10. Feedback and ratings
After a completed order, we may ask you to rate the service and leave feedback, and we may likewise record a rating about the order on our side. Any rating we leave about you is only shown to you after you've left your own feedback, or after 7 days — whichever comes first.
11. Liability
- We take reasonable care in selecting and purchasing items on your behalf, but we are not the manufacturer or seller of any item purchased, and store/marketplace-seller terms and warranties (if any) apply to the item itself.
- To the maximum extent permitted by law, our liability for any claim arising from the Service is limited to the amount you paid for the order the claim relates to.
- We aren't liable for delays or failures caused by circumstances outside our reasonable control (store closures, stock unavailability, traffic, weather, etc.), though we'll do our best to keep you informed.
- Nothing in these Terms excludes any guarantee, right, or remedy you have under the Australian Consumer Law that can't lawfully be excluded.
12. Custom / marketplace pickup requests
For custom requests involving a private marketplace listing (e.g. Facebook Marketplace), you're responsible for confirming the listing is genuine and agreeing the price directly with the seller before we attempt pickup. We act as your delivery agent for these pickups and aren't a party to the sale between you and the seller.
13. Runners
To be approved as a runner, and for as long as you remain one, you warrant that you: (a) are 18 or older and have the right to work in Australia; (b) hold a current Australian driver's licence that is not suspended, cancelled or subject to conditions that would prevent you driving for this purpose; (c) keep current registration and compulsory third-party insurance on the vehicle you use.
We verify your licence through Stripe Identity when you apply and again before it expires. That verification confirms the document is genuine, current and yours; it does not check licence class, demerit points or suspensions with any road authority. You must tell us at once if your licence is suspended, cancelled or expires. While your licence is expired or unverified you will not be offered, and cannot accept, new work.
14. Changes to these Terms
We may update these Terms from time to time. If we make a material change, we'll let you know (email or an in-app notice) before it takes effect for new requests.
15. Governing law
These Terms are governed by the laws of New South Wales, Australia, and any dispute will be handled in the courts of that jurisdiction.
16. Contact
Questions about these Terms? Reach us at support@ozrunnr.com.au or through the contact form on the site.