Politique de remboursement

Complaint Handling Process

Backpacars (a trading name of Gidmah Partners Pty Ltd, ABN 39688887256) is committed to providing high-quality service and customer satisfaction. If you are not satisfied with any part of your experience, we encourage you to let us know. We take complaints seriously and aim to resolve them fairly and promptly.

1. Complaint Handling Process
How to Make a Complaint
You can lodge a complaint by contacting us via one of the following methods:

Email: contact@backpacars.com

Phone: 0450 449 110

Post: 117 Quay Street, Brisbane QLD 4000, Australia

Please include:

Your full name and contact details.

A clear description of the issue.

Any relevant supporting documents (receipts, emails, photos).

The outcome you are seeking (e.g. refund, explanation, solution).

How We Handle Complaints
Once we receive your complaint:

We will acknowledge it within 2 business days.

We aim to resolve most complaints within 5 to 10 business days.

If further investigation is required, we will keep you informed of progress and expected resolution time.

All complaints are handled with care, confidentiality, and in line with our obligations under the Australian Consumer Law (ACL).

Escalation
If you are not satisfied with the outcome, you may request a review by a senior team member or manager.

External Help
If, after escalation, you remain dissatisfied, you may contact your State/Territory Office of Fair Trading or Consumer Affairs for independent advice or to lodge a formal dispute.

Continuous Improvement
All complaints are logged and reviewed regularly to help us improve our services and ensure high-quality customer experiences.

2. Refund Policy
Carpack Service Refunds
The $189 Carpack fee is fully refundable only if we do not provide the promised service.

We assist with the administrative side of the vehicle purchase only. We do not sell vehicles ourselves. Purchases can be made through either licensed third-party dealers or private sellers.

Refunds, returns, and repairs for the vehicle itself are subject to:

  • The policies of the selling dealer (if purchased from a dealer)

  • The agreed terms with the private seller (if purchased privately)

  • The Australian Consumer Law (ACL) guarantees, which apply only to dealer sales and ensure the vehicle must:

    • Be of acceptable quality

    • Match its description or demo model

    • Be fit for the purpose you disclosed to the dealer

For vehicles purchased from licensed dealers, you may be entitled to a repair, replacement, or refund under the ACL if a major fault occurs. These rights apply regardless of any extended warranty offered by the dealer.

💡 For any post-purchase issues:

  • Dealer sales: Contact the selling dealer first or seek advice from your local Office of Fair Trading.

  • Private sales: As ACL protections generally do not apply, we recommend obtaining a pre-purchase inspection and a written sales agreement to protect your rights.