Refunds, Terms & Conditions

Terms & Conditions

Effective date: February 23, 2026

Nangaroo Pty Ltd (ABN 14 661 953 742), referred to as “Nangaroo”, “we”, “us”, or “our”.

By creating an account or placing an order through the Nangaroo app or website (https://nangaroo.com.au), you agree to the following terms and conditions of service.

Age Requirement

You confirm that you are at least 18 years of age and that the recipient of any goods is also at least 18 years of age. Nangaroo does not provide services to, or knowingly collect information from, anyone under the age of 18.

Age Verification

You agree that Nangaroo may request photo ID with proof of age before delivery of goods. Refusal to provide valid photo ID when requested will result in the order being cancelled.

If you select the “leave in safe place” delivery option, you may be required to complete age verification by uploading a photo of your ID and a selfie through the app. These images are reviewed by Nangaroo staff and deleted once verification is complete. You will only need to verify once. If your verification is rejected or flagged, the “leave in safe place” option will be unavailable and all deliveries must be received in person.

Products & Orders

You agree that any products purchased from Nangaroo will be used only as per the manufacturer’s instructions. Nangaroo is not liable for any misuse of goods, and evidence of misuse may result in refusal of sale and/or restriction of future sales.

Nangaroo has no obligation to repair, replace, or service any goods once used, unless the goods are dead on arrival (DoA).

Payment

Payment is processed at the time your order is placed. We accept credit and debit cards, Apple Pay, Google Pay, PayPal, as well as select Buy Now, Pay Later (BNPL) options. If payment fails, your order will not be placed.

By saving a payment method, you authorise Nangaroo and our payment processor (Stripe or PayPal, as applicable) to store your payment details securely for future transactions. Card details are handled entirely by Stripe and are never stored on Nangaroo’s servers.

Delivery

Nangaroo delivers within its designated service area. If your address is outside our current service area, you will be notified during checkout and your order will not be placed.

If an order is cancelled for any reason after the driver is already on their way to, or at, the delivery location, we reserve the right to withhold refunding of the delivery fee plus an additional delivery fee.

From time to time, our drivers may include complimentary items in your delivery at no additional charge. These items are provided at Nangaroo’s discretion and do not form part of your order.

In-App Messaging

The app provides messaging for communicating with our support team and your delivery driver. You agree to use these features respectfully and for their intended purpose. Nangaroo reserves the right to restrict or suspend messaging access for any user who sends abusive, threatening, or inappropriate messages.

Loyalty Program

Nangaroo may offer a loyalty program where you earn points on eligible purchases. The following conditions apply:

• Points are calculated based on a rolling 12-month window. Points older than 12 months are no longer counted toward your tier status.
• When you reach a new loyalty tier, that tier is guaranteed for a minimum of 3 months, after which your status is reviewed based on the latest 12-month window and adjusted accordingly.
• Loyalty points have no cash value and cannot be transferred to another account.
• Nangaroo reserves the right to modify, suspend, or discontinue the loyalty program, including tier thresholds and benefits, at any time.

Referral Program

Nangaroo may offer a referral program where you earn account credit when someone uses your referral code. The following conditions apply:

• Referral credit is applied to your account balance and can only be used toward future Nangaroo orders.
• Referral credit has no cash value and cannot be withdrawn, transferred, or exchanged.
• Referral credit does not expire.
• There is no limit on how much referral credit you can accumulate.
• Nangaroo reserves the right to modify, suspend, or discontinue the referral program at any time, and to revoke credit obtained through fraud or abuse.

Promotional Codes

Promotional codes are subject to any conditions specified at the time of issue, including expiry dates and redemption limits. Nangaroo reserves the right to cancel or modify promotional offers at any time. Promo codes cannot be exchanged for cash.

Account Deletion

You may delete your account at any time through the app. Upon deletion:

• Your account and personal data will be permanently removed, except where we are required to retain anonymised records for legal, tax, or regulatory purposes.
• Your phone number will be permanently blocked from creating a new account.
• This action is irreversible.

Dispute Resolution

If you have a complaint or dispute, please contact us at support@nangaroo.com.au. We will make reasonable efforts to resolve any issue promptly. These terms are governed by the laws of Queensland, Australia.

Changes to These Terms

Nangaroo reserves the right to update these terms at any time. Continued use of the app after changes are published constitutes acceptance of the updated terms.

Refunds Policy

Effective date: February 23, 2026

Cancellations

You may cancel your order at any time before receiving your items by contacting us via the support chat in the app or at support@nangaroo.com.au. You will be refunded the cost of your order minus any delivery fees if the driver is already on their way to, or at, the delivery location.

Refunds with Promotional Codes & Account Credit

If a cancelled order was paid using a promotional code, the code will be reinstated for future use. If account credit (such as referral credit) was applied, it will be returned to your account balance. Monetary payments will be refunded to the original payment method.

Final Sales

All orders are final once delivery has been made.