Hand 2 Hand – Secure Shipping Terms of Service

Last updated: [03/01/2026]

These Terms of Service (“Terms”) apply to the Hand 2 Hand – Secure Shipping service (“Secure Shipping”) offered by SLABD (“we”, “us”, “our”).
By placing a Secure Shipping booking (or paying an invoice for Secure Shipping), you agree to these Terms.

1) Service overview

Secure Shipping is a premium, high-security delivery service designed for high-value and sensitive packages. It is recommended for shipments valued over A$5,000.
Secure Shipping is fulfilled using Toll (or a nominated carrier/service provider) under a “hand-to-hand” style security process, meaning your package is intended to remain attended and controlled from pickup to delivery.

2) Delivery timeframe

We aim for delivery within 24 business hours from pickup (where available). This is a target timeframe, not an unconditional guarantee.
Delays may occur due to factors outside our control including weather, flight/road disruptions, depot constraints, security incidents, access issues, public holidays, peak periods, or carrier operational requirements.

3) Eligibility, size and weight limits

Unless otherwise agreed in writing:

• Maximum size: Shoebox-sized or smaller
• Maximum weight: Under 1kg

Oversized or overweight items may be rejected, re-quoted, or accepted with additional charges. If additional charges apply, we will notify you and you must pay the difference before dispatch (or as otherwise agreed).

4) Compliance with law and carrier requirements

You must ensure the shipment complies with all applicable laws, regulations, and carrier requirements (including any route-specific, aviation, customs, or security rules).
If the carrier refuses pickup, imposes restrictions, requires additional documentation, or applies surcharges due to the contents, packaging, or declared value, you agree to pay any additional costs required to proceed (or costs associated with return/redirection).

You are responsible for ensuring the contents can be lawfully transported and that any required approvals, permits, declarations, or documentation are provided on request.

5) Shipment details (no declared value required)

Secure Shipping does not require you to declare a shipment value.
However, you must provide accurate shipment details required to complete the booking and fulfil the service, which may include (where applicable) the item type/category, packaging type, dimensions, weight, and any special handling instructions.

If incorrect or incomplete shipment details are provided and this results in carrier refusal, delays, re-booking, surcharges, redirection, or return-to-sender costs, you agree to pay any additional charges required to proceed.

6) Booking requirements (important)

Pickup/Delivery availability: You must be personally available at the scheduled pickup time to hand the package to the driver. Packages cannot be left with another person for collection unless the carrier expressly permits it and it is approved in writing by us in advance.

If pickup is missed (for any reason, including no answer, access issues, or package not ready), a new booking and payment will be required.

7) Sender and receiver obligations

You agree to:

• Provide complete and accurate sender/receiver names, addresses, phone numbers and instructions
• Ensure the receiver will be available to accept delivery
• Ensure access (gates, intercoms, loading zones) is available during the scheduled window
• Respond promptly to any clarification requests from us or the carrier

If delivery cannot be completed due to receiver unavailability, incorrect details, or access issues, re-delivery/redirection/return fees may apply and are payable by you.

8) Packaging standards

You are responsible for ensuring the item is securely packaged to protect it in transit. We recommend:

• Rigid outer box, internal padding, no movement inside the box
• No external markings that indicate high value
• Tamper-evident sealing where possible

If packaging is inadequate, the carrier may refuse collection, or additional packaging charges may apply.

9) Security protocol (process summary)

Secure Shipping follows a checklist-style protocol that may include (where applicable):

• Booking/quotation confirmed and freight profile completed
• Contact and address details confirmed
• Receiver availability confirmed for delivery
• Consignment documentation completed and retained by sender
• Driver presents identification / is in uniform (where applicable)
• Consignment secured and may be fitted with a security seal
• Security seal details may be forwarded to the receiver
• Tracking may be available via the carrier portal (e.g., myToll)

Exact steps may vary depending on route, region, and carrier requirements.

10) Tracking and proof of delivery

Where tracking is provided, it is supplied by the carrier and may not update in real-time.
Proof of delivery (POD) may be available after completion, subject to carrier systems and privacy/security constraints.

11) Pricing, payment and fees

Secure Shipping must be paid in full before booking is confirmed, unless we agree otherwise in writing.
Pricing may depend on route, declared value, service level, and carrier requirements.
Additional fees may apply for re-bookings, re-delivery attempts, redirections, waiting time, remote areas, oversized/overweight items, or special handling.

12) Cancellations and refunds

• Before booking is lodged: We may offer a refund minus any admin/payment processing fees.
• After booking is lodged with the carrier: Refunds are not guaranteed and depend on carrier charges already incurred. Any non-recoverable carrier costs will be deducted from any refund.
• Missed pickup: Not refundable. A new booking and payment is required.

13) Liability and limitations

To the maximum extent permitted by law:

• Carrier terms and limitations may apply to the shipment.
• We are not liable for indirect or consequential losses (including loss of profit, market value changes, or sentimental value).
• Our liability (if any) is limited to the amount you paid for Secure Shipping for the affected shipment, unless otherwise required by law.
• We are not responsible for losses arising from incorrect details provided by you, prohibited items, inadequate packaging, or events outside our control.

Nothing in these Terms excludes any consumer guarantees that cannot be excluded under Australian Consumer Law. Where permitted, our liability is limited (at our option) to re-supplying the service or paying the cost of re-supplying the service.

14) Force majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, severe weather, strikes, carrier network outages, war/terrorism, government actions, or security incidents.

15) Privacy

We may collect and share personal information (names, phone numbers, addresses) with the carrier solely to provide Secure Shipping and related support. We handle personal information in accordance with applicable privacy laws and our privacy practices.

16) Disputes

If there is an issue, contact us promptly with your booking reference and details. We will work with you and the carrier to investigate.
Chargebacks or payment disputes raised without first contacting us may delay investigation and resolution.

17) Governing law

These Terms are governed by the laws of Australia and the applicable State/Territory laws where our business operates. You agree to submit to the courts of that jurisdiction.

Contact: info@slabd.com.au