By using ParcelVault, you confirm that you have read, understand and accept these Customer Terms & Conditions and Privacy Statement.

ParcelVault Customer Terms & Conditions

Updated : 7 January 2017
These Terms & Conditions may be updated from time to time. Please check these Terms & Conditions before sending a parcel through the ParcelVault service.
These Terms & Conditions, and any dispute or claim arising out of or in connection with same, shall be governed by and construed in accordance with the laws of New South Wales, Australia and the parties submit to the exclusive jurisdiction of that State.
If you have any questions or concerns, please contact ParcelVault at



These Terms & Conditions set out the terms under which you may use ParcelVault Services.
By accessing or using ParcelVault, you confirm that you have read, understood and accept these Terms & Conditions and that you agree to abide by them.

1.1. Definitions

The following definitions apply to these End User Terms & Conditions (“terms”):
ParcelVault – ParcelVault Pty Ltd, a limited liability company registered in New South Wales, Australia
ParcelVault Customers (Customers) – Individuals of at least 18 years of age who have registered with ParcelVault
Location Partners – Physical locations providing parcel collection and holding services
Third Party Carriers – Companies or individuals engaged by Sellers or Customers to deliver parcels
You – Includes yourself and/or anyone acting on your behalf, or using your login or contact details.
ParcelVault Network – ParcelVault and its Location Partners.
Receipt Services – ParcelVault approved Locations that have agreed to receive parcels on behalf of ParcelVault customers
Holding Services – ParcelVault approved Locations that have agreed to hold parcels on behalf of ParcelVault customers
Pick-up – The ability to collect Parcels from ParcelVault Location Partners.
Parcels – Parcels, packages or any other goods.
Location Map – The map of ParcelVault Location Partners on the ParcelVault App, and ParcelVault website.
Seller – Any organization or individual causing a parcel to enter the ParcelVault network.
User – Any person or organization using, or attempting to use, the ParcelVault service.
We – ParcelVault Pty Ltd and its Location Partners
Site –, and all and any associated Apps.


2.1. ParcelVault Services include parcel Receipt and Holding and other services as ParcelVault may advice or offer from time to time.
2.2. To use ParcelVault services, the Recipient must complete Registration using the ParcelVault App.
2.3. ParcelVault allows Users to have parcels delivered to the address of ParcelVault Location Partners for pickup during the Location Partner’s opening hours.
2.4. Access and Registration
2.4.1. Access to, the ParcelVault App and ParcelVault Services is permitted on a temporary basis, and we are not liable if ParcelVault is unavailable at any time
2.4.2. From time to time, we may restrict access to some, or all, of ParcelVault Services. You are responsible for making all arrangements for access to the ParcelVault site.
2.4.3. You must treat your Customer ID number and access to ParcelVault as confidential and keep any access credentials secure.
2.4.4. If you are aware of any unauthorised use of your details or log-in information, or if your log-in information has been compromised or is known to a third party, you must immediately notify us. Notice provided by you in these circumstances does not release you from your responsibilities under these Terms & Conditions. We have the right to disable any Customer ID information, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these Customer Terms of Service.
2.5. Parcel Receipt & Holding
2.5.1. ParcelVault Services are completed in accordance with the “How it Works” information on ParcelVault Services should only be construed strictly in this context.
2.5.2. No endorsement or affiliation of third parties (such as retailers or Location Partners) shall be construed in any manner whatsoever, notwithstanding anything else contained herein or otherwise.
2.5.3. A reference or link to a third party (such as a retailer, Location Partner, delivery service or payment or insurance provider) is provided in the context of ParcelVault being a channel facilitating Parcel Receipt and Holding. Such references are provided for your information and convenience only.
2.5.4. ParcelVault and its Location Partners have no control over the quality or integrity of third parties and accepts no liability of them, or for any loss or damage that may arise from your use of their products or services.
2.5.5. Your interactions and any delivery arrangements with third parties is at your own risk and you understand that services provided by such third parties are not provided by ParcelVault but by the relevant third party.
2.5.6. The contract for the delivery of your products to Location Partners shall be solely and completely between you and the third party carrier (and not ParcelVault or it’s Location Partners).
2.5.7. We make no warranty about the standard or quality of services provided by third party carriers and we are not responsible or liable for same in any manner whatsoever.
2.5.8. In order for parcels to be accepted by ParcelVault Location Partners, parcels must not exceed 1 cubic meter (approximately the size of a large shoebox) and must not weigh over 20kg. If you are not sure if your parcel will exceed these limitations, please confirm with the seller.
2.5.9. If parcels are clearly damaged, ParcelVault Location Partners will not accept delivery. If this occurs, please make alternative arrangements with your delivery provider.
2.6. Parcel Pickup
2.6.1. When your Parcel is available for collection, you will receive notification via the ParcelVault App.
2.6.2. You need to pick your parcel up within three days. If you are not able to pick your parcel up during this period, you may be charged an additional holding fee.
2.6.3. If your parcel has not been collected within 30 days of delivery, we may return your Parcel to the original sender or destroy it, unless prior arrangements have been made in writing between you and ParcelVault.
2.6.4. For the security of your Parcel, you will be required to provide your ParcelVault PIN when picking up your Parcel from the Location Partner.
2.6.5. You acknowledge that anyone presenting your PIn can collect your parcel. While this is intended to provide flexibility for our customers, it does mean you are responsible for your PIN, and the consequent safety of your parcel.


3.1. ParcelVault and its Location Partners reserve the right to refuse receipt or holding of a Parcel at a Location Partner. This right may be applied if the Parcel does not meet the following limitations:
3.1.1. Exceeds the weight or dimensions stated above unless otherwise agreed by ParcelVault in advance;
3.1.2. Is not clearly and correctly addressed, using the address provided by ParcelVault;
3.1.3. Contains, or is suspected of containing, unlawful, dangerous or prohibited goods, including but not limited to those noted below.
3.2. Parcel Size and Weight
3.2.1. Only Parcels less than 1 cubic meter, weighing less than 20kg and meeting any other conditions noted for each Location Partner on the Location Map will be accepted.
3.2.2. Some discretion may be shown in regard to parcel size, however this depends on each Location, and is at the sole discretion of the Location Partner.
3.2.3. If you are not sure of the size or weight of your parcel please contact the supplier. We recommend emailing ParcelVault before sending goods that may not be acceptable.
3.2.4. When emailing us please advise which location you intend sending the parcel to and any other details that may be relevant.
3.3. Dangerous or Prohibited Goods
3.3.1. ParcelVault and its Service providers will not handle, convey or deal with any unlawful, dangerous or prohibited Parcels.
3.3.2. If your Parcel is suspected of containing unlawful, dangerous or prohibited goods, your Parcel may be destroyed and/or the appropriate authorities notified.
3.3.3. Should the User deliver, or attempt to receive, any unlawful, dangerous or prohibited Parcels:
3.3.4. The User will be liable for any and all loss or damage caused by, or in connection with the goods however arising and shall indemnify the Service provider against all penalties, claims, damages, costs and expenses arising in connection therewith, and the goods may be destroyed or otherwise dealt with at the sole discretion of the Service provider or by any other person in whose custody they may be in at the relevant time.
3.3.5. The Service provider shall be under no liability whatsoever in connection with the Parcel however arising.
3.3.6. ParcelVault and its Partners reserve the right to not accept any parcel even if it is not listed below as a dangerous good or prohibited item.
3.3.7. The following is an indicative list of items that may not be sent through the ParcelVault service. If you have any questions or concerns, please contact us on
3.3.8. Dangerous goods: Explosives; Gases; Flammable Liquids or Solids; Spontaneously combustible substances; Items that are dangerous when wet; Oxidising, organic, toxic, radioactive or corrosive materials; Any other goods that may cause, or potentially cause, damage to, or otherwise impact on, Partner Locations or staff.
3.3.9. Prohibited items: Narcotic substances; Drugs and pharmaceutical products; all liquids; Live animals; anything that is not, or cannot be, properly packaged so as to not be damaged or cause damage; pastes, powders and tablets; perishable foodstuffs; banknotes and coins; bullion; sharp or pointed articles; items where possession or carriage is prohibited by law; items that may compromise Location Partner environments through odors, leakage, contamination or in any other way.
3.4. Refunds
3.4.1. This refund policy is applicable to payments made via ParcelVault.
3.4.2. If you need to dispute a payment or request a refund, you may do so by, in the first instance, contacting info@ParcelVaultcom.
3.4.3. If disputing a payment or requesting a refund, you will be required to prove that a payment was made to and provide documentary evidence showing the value of your payment (for example the invoice).
3.4.4. If the ParcelVault service is assessed, by ParcelVault, to be faulty or unfit for its intended purpose, refunds will be issued using the same method as your original payment.
3.5. Redelivery
3.5.1. If a Location partner has to redeliver your parcel, you will be charged fees by the location partner, a fee for ParcelVault and the Location partners administrative time, and warehouse storage fees as noted in the Fees section of these Terms & Conditions.
3.6. ParcelVault Relationship
3.6.1. ParcelVault has established a network of Locations to enable Pickup of parcels.
3.6.2. You agree not to enter into any private arrangement or agreement with ParcelVault Location Partners to hold your parcels.
3.6.3. If you do enter into a private arrangement or agreement with ParcelVault Location Partners, you may not receive notification of your parcels arrival. You and the Location Partner may also be restricted from using the ParcelVault services.


4.1. If your Parcel is lost, damaged or stolen, when in the possession of a ParcelVault Location Partner, ParcelVault will reimburse you up to AU$100, or the value of your Parcel (whichever is lesser), unless such loss or damage is caused or contributed by you, or by events outside ParcelVault and ParcelVault Partners control.
4.2. Note that ParcelVault cannot know, and is not responsible for, the value of parcels sent via the ParcelVault network.
4.3. ParcelVault also cannot know the condition of packaged parcels and, while accepting parcels that appear undamaged, does not accept any liability for goods inside what appears to be an undamaged parcel.
4.4. You are advised to check the Parcel for any damage prior to accepting it from your ParcelVault Location Partner, as no responsibility can be taken for damaged Parcels once you have collected these.
4.5. If you need to lodge a lost or damaged parcel claim, you may do so by contacting ‘
4.6. If making a claim due to a Parcel being lost you will be required to provide Proof of Delivery and other documentary evidence stating the value of your Parcel (for example the invoice).
4.7. ParcelVault and its Location Partners have no responsibility or any liability in relation to: fragile goods (such as glassware); non-working goods (such as faulty electronics); Parcels left at Location Partners without being signed for or anything else set out under Dangerous goods & Prohibited items in these Terms & Conditions
4.8. To the maximum extent permitted by law, ParcelVault, its directors, employees, contractors and Location Partners exclude any and all liability whatsoever to you (or anyone else) arising out of or in any other way connected with these Terms & Conditions for any direct, indirect, special or consequential loss, loss of profits or savings, loss of income, loss of business, loss of opportunity, howsoever arising and whether caused by a breach of statute, breach of contract, negligence or other tort.
4.9. Without limiting the foregoing, you agree that in no event shall ParcelVault, or its Partners, maximum liability exceed AU$100.


5.1. Holding period
5.1.1. ParcelVault partners will hold parcels for Three (3) days from time of delivery.
5.1.2. Locations may hold parcels for a few days longer, however this is at each location’s discretion and an additional fee may apply for excess holding periods.
5.1.3. Please see each Locations specific requirements, on the Location map, when selecting your location.
5.2. Charges
5.2.1. To use ParcelVault Services, customers are required to have a PayPal account. This is simple to set up, by visiting
5.2.2. Additional payment options may be offered as these become available and viable.
5.2.3. ParcelVault charges a flat fee of A$5 (incl GST) for each parcel received and held.
5.2.4. Fees may be subject to change, and it is your responsibility to check Fees before using the ParcelVault service.
5.2.5. The fee of A$5 is charged to your PayPal account when ParcelVault sends your Parcel Pickup PIN.
5.2.6. No fees are required to be paid at the location, subject to each Locations specific conditions noted on the Location map, and unless you exceed the holding period noted.
5.3. Free Pickup
5.3.1. Some locations may offer free receipt and holding, while some sellers may include ParcelVault fees in their delivery costs.
5.3.2. If this is the case, the ParcelVault system will be aware of this and no charge is made to your account.
5.4. Redelivery
5.4.1. If a Location Partner has to redeliver your parcel, you will be charged fees incurred by the Location partner plus a fee of $50 (including GST).


6.1. ParcelVault facilitates the PickUp of parcels, via Partner Locations.
6.2. The ParcelVault network will only accept Parcels in accordance with these Terms and Conditions, and reserves the right in its absolute discretion to refuse to accept parcels.
6.3. ParcelVault reserves the right, in its absolute discretion, as to the means, route and procedures to be followed in the handling, storage and transportation of Parcels.
6.4. Nothing herein is intended to, or shall operate to, create a partnership, agency or joint venture between you and ParcelVault or its partners.
6.5. ParcelVault will not be responsible for any delay, suspension or failure arising out of any circumstances outside of it’s reasonable control, including but not limited to, acts of God, war or national emergency, acts of terrorism, fire, explosion or flood.
6.8. No Warranties and Disclaimer
6.8.1. ParcelVault provides a platform which enables Customers to find and select Locations for receipt and holding of parcels.
6.8.2. ParcelVault does not take any responsibility for the failure of any Location Partner to perform any services it agreed to perform.
6.8.3. ParcelVault makes no representations or warranties regarding services provided by Location Partners, and ParcelVault shall have no liability in respect of services provided by Location Partners.
6.8.4. If service provided is not up to expectations, please contact ParcelVault and we will follow up on your concerns with the Location Partner.
6.8.5. Your use of any aspect of the Site, App and Services is at your own risk.
6.8.6. Any actions that you take based on any advice or other communications you have received through the Site and Services are taken at your sole risk, and we will not accept any liability in respect thereof.
6.8.8. We make no representations or warranties whatsoever in respect of the Site, App and Services or any content.
6.8.9. We cannot accept any liability whatsoever in respect of any content which is provided by third parties, except as expressly stated in these Terms.
6.8.10. To the maximum extent permitted by applicable law, everything available on or through the Site, App and Services is provided to you “AS-IS” without warranty of any kind.
6.8.11. Without limiting the foregoing, we disclaim any implied or statutory warranties in respect of merchantability, fitness for a particular purpose or non-infringement in respect of the Site, the Services or any content or material received by you from any User or from the Site or the Services.


7.1. You agree to indemnify, defend, and hold us harmless (including our employees, directors, officers, subcontractors, partners and agents) against any and all claims, damages, losses, liabilities, costs or expenses (including reasonable attorneys’ fees and court costs) (“Claims”) that arise directly or indirectly from: a) a breach of these Terms by you or anyone using your computer, password or login information; b) any claim, loss or damage experienced from your use or attempted use of (or inability to use) the Site and Services, including any Claims resulting from your posting or sending any User Content; c) your violation of any law or regulation; d) your infringement of any right of any third party, including without limitation the infringement of any third party intellectual property right or moral right by any User Content you post, or submit; or e) any other matter for which you are responsible hereunder or under law.
7.2. You agree that your use of the Site and Services shall be in compliance with all applicable laws, regulations and guidelines.


8.1. These Terms shall be governed by the laws of the State of New South Wales, Australia. Your conduct may also be subject to other local, state, and national laws.
8.2. Any action to be brought in connection with these Terms, the Site and Services shall be brought exclusively in New South Wales, and you irrevocably consent to this jurisdiction.
8.3. In any action to enforce these Terms, the prevailing party will be entitled to costs and attorneys’ fees.
8.4. Any cause of action against us must be brought within one (1) year of the date such cause of action arose. In the event that any provision of these Terms is held to be unenforceable, such provision shall be replaced with an enforceable provision which most closely achieves the effect of the original provision as permitted by applicable law, and the remaining terms of these Terms shall remain in full force and effect.
8.5. Nothing in these Terms creates any agency, employment, joint venture, or partnership relationship between you and us or enables you to act on our behalf.
8.6. Except as may be expressly stated in these Terms, these Terms constitute the entire agreement between us and you pertaining to the subject matter hereof, and supersedes any other agreements, understandings or warranties.
8.7. Nothing contained in these terms shall be construed to limit the actions or remedies available to us with respect to any prohibited activity or conduct.
8.8. Non-enforcement of any term of these Terms does not constitute consent or waiver, and we reserve the right to enforce such term at our sole discretion.
8.9. No waiver of any breach or default hereunder shall be deemed to be a waiver of any preceding or subsequent breach or default.
8.10. We may assign our rights under these terms to any third party. You may not assign your rights or obligations hereunder except as expressly permitted by ParcelVault in writing.


9.1. ParcelVault is the owner or licensee of all intellectual property rights (including, without limitation, trademarks and copyright) on the ParcelVault website, ParcelVault Apps and ParcelVault network.
9.2. This includes, technology, solutions and methodologies, and all material including, without limitation, the look and feel, brands, logos and trademarks, information, graphics, photographs, content, images, sounds, video, audio, text, layout, logos, button icons and the compilation and organisation thereof, and all intellectual property rights contained therein.


10.1. You appoint ParcelVault as your Agent so that ParcelVault has the power and authority to deal with the Parcel in any manner it sees fit, as contemplated by these Terms, or as otherwise required in order to facilitate ParcelVault providing Services.
If you have any questions or concerns regarding these Terms please contact ParcelVault at
© ParcelVault 2015. All Rights Reserved


Your Privacy

ParcelVault Privacy Statement

This statement is ParcelVault’s privacy policy which sets out how we manage personal information.

When we refer to information, we are referring to personal information, as defined under the Australian Commonwealth Privacy Act 1988.

ParcelVault only collects information provided when you Register and when you use the ParcelVault service as outlined in the ParcelVault Customer Terms and Conditions. We collect and hold information including name, mobile number, email address, ParcelVault ID number, preferred Location Partner details and information about how you use our services.


– Directly where you provide information to us when Registering, and when using the ParcelVault service as outlined in the ParcelVault End User Terms and Conditions, or in contacting us with a query or request.
– From our partners, when you use the ParcelVault Service.

If you choose not to provide certain information, we may not be able to provide you with the ParcelVault service, or level of service we seek to provide.


We may store your information in hard copy or electronic form. We take all reasonable steps to maintain the security of your information and to protect it from unauthorised disclosure.

ParcelVault is hosted by godaddy, one of the world’s largest internet hosting providers.
While we take steps to maintain the security of your information, please be aware of the many information security risks that exist today and take appropriate care to help safeguard your information.
We may use your information for purposes, including:
to verify your identity; to provide services to you; to provide you with information about products and services; to assist you with enquiries or purchases; to enhance your experience on our network; or to provide you with better customer service; to administer and manage the services we provide to you and to charge you for them; to gain an understanding of your ParcelVault Service needs; to perform research and analysis and to improve or develop our products and services; to monitor network use, quality and performance; and to operate, maintain, develop, test and upgrade our systems and infrastructure.


We may use your information to offer you services and special offers that we think will be of interest to you. This may be carried out by email, SMS or social media (where you engage with ParcelVault on social media).

We may disclose your information to third parties who provide services to us, including organisations and contractors that assist us with the purposes for which we use your information including customer enquiries, market research and marketing.
We may disclose your information to your authorised representatives or advisers, when you ask us to do so; to our business partners; to law enforcement and national security agencies, and other government and regulatory authorities as required or authorised by law; to third parties who assist us to manage or develop our business and corporate strategies and functions; for the purposes of facilitating or implementing a transfer/sale of all or part of our assets or business; to our contractors.


If you wish to access your personal information that we hold, or would like to correct any errors in that information, please contact us at

We may apply an administrative charge for providing access to your personal information in response to a request.You may use these contact details to notify us of any privacy complaint you have against us, including if you think that we have failed to comply with the Australian Privacy Principles (APP) or any binding APP code that has been registered under the Privacy Act.

We are committed to acknowledging your complaint in a prompt manner and will give you an estimated time frame for when we will respond to your complaint.
While we hope that we will be able to resolve any issues you may have, you may also be able to lodge a complaint with a relevant regulator such as the Australian Information Commissioner (


This Statement has been issued by ParcelVault, effective as at 9 September 2015. From time to time, we may need to change this Statement. If we do so, we will post the updated version on our website ( and it will apply to all of your information held by us at the time.


If you have any questions in relation to this Statement, ParcelVault services or our management of your information, please Contact us at
© ParcelVault 2017. All Rights Reserved