Refund & Cancellation Policy

1.Purpose and consumer rights

Tyreo Pty Ltd trading as Treadivo (Treadivo, Tyreo, we, us or our) is the seller and merchant of record for customer orders placed through Treadivo. This policy covers changes, cancellations, missed appointments, returns and remedies for tyres, fitting and related services purchased through Treadivo. Read this policy with our Terms and Conditions and Privacy Policy. Nothing in this policy excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law. Mandatory law and any greater legal right prevail. Treadivo is your primary contact for refunds, returns, warranties, complaints and other remedies. You do not have to contact a supplier, manufacturer or fitter first.

2.Change of mind

We do not provide a voluntary refund after an order has been accepted and paid merely because you change your mind, find a lower price, decide you do not like the purchase or no longer need it. This change-of-mind rule does not apply where goods or services are faulty, unsafe, incorrectly supplied, not as described, improperly fitted, not supplied, affected by a Treadivo or service-provider error, or otherwise fail to meet a consumer guarantee or other legal requirement.

If Treadivo cannot accept or supply your order as agreed, we will reverse or refund the affected payment and provide any other remedy required by law.

3.Cancelling or rescheduling before an appointment

Contact Treadivo as early as possible using treadivo.com.au/contact and provide your order number, contact details, appointment details and requested change.

We may agree to reschedule an appointment, subject to tyre availability, delivery status and fitter availability. Your existing payment will remain applied to the same order unless the approved change alters the price. We will explain and obtain your agreement to any price change before it applies.

If Treadivo, a supplier or a fitter causes the need to move an appointment, no rescheduling fee applies. If we cannot supply within the agreed or a reasonable time, cancellation, refund and other rights available under law remain available.

We will not impose an unapproved partner, fitter, storage, administration or rescheduling charge. Any optional new service or customer-requested variation must be quoted and accepted before it is provided.

4.Missed appointments

Please contact Treadivo promptly if you cannot attend. A message to a fitter is not by itself confirmation that Treadivo has rescheduled the booking.

If you miss an appointment without a confirmed reschedule, we may keep the order open while we contact you and try to arrange a practical outcome. We may reschedule, cancel or refund the order after considering tyre delivery and storage, fitter attendance, whether the tyres can reasonably be redirected or resold, and any other recoverable cost.

If a customer-requested cancellation follows a missed appointment, any deduction will be limited to Treadivo's reasonable, documented and non-recoverable loss caused by the missed appointment, after reasonable mitigation, and will not exceed 50% of the total order price. We will provide an itemised explanation and refund the balance. We will not stack separate fitter, supplier, storage, administration, transport or handling penalties on top of that calculation.

No missed-appointment deduction applies to a Treadivo or fitter error, non-supply, an unsafe or technically unsuitable vehicle that was not caused by misleading customer information, a consumer-guarantee failure or another situation where applying the deduction would be unlawful or unfair.

5.Faulty, unsafe, incorrect or not-as-described goods

Tyres and other goods come with consumer guarantees, including that they are of acceptable quality, safe, durable, free from defects, fit for any purpose made known where the law applies, and consistent with their description and applicable express warranties.

If goods fail to meet a consumer guarantee, the available remedy depends on the circumstances and whether the failure is major or minor. For a major failure, you may be entitled to reject the goods and choose a refund or replacement, or keep them and seek compensation for the reduction in value. For a minor failure, Treadivo may provide a free remedy within a reasonable time. Further rights arise if the problem is not remedied within a reasonable time.

Treadivo will assess and administer the remedy as seller. We may obtain information from a supplier or manufacturer, but we will not require you to use a manufacturer as your only remedy route. Manufacturer warranties are additional to, and do not replace, Australian Consumer Law rights.

Do not drive if a tyre or vehicle may be unsafe. Contact Treadivo urgently and arrange safe transport or assistance. An assessment process will not delay immediate safety action.

6.Fitting, alignment or other service problems

Services must be provided with due care and skill, be fit for a disclosed purpose or result where the law applies, and be supplied within a reasonable time where no time is fixed.

Wrong fitment, unsafe or defective work, fitting damage, or failure to perform an agreed service may be a consumer-guarantee problem. These issues are not change-of-mind cancellations and are not optional paid variations.

Treadivo will arrange an appropriate assessment and may coordinate rework, an alternative fitter, a refund or another lawful remedy. We will not require you to return to the original fitter where doing so would be unsafe, objectively impracticable or inconsistent with your legal remedy.

Compensation for reasonably foreseeable loss remains available where the law provides it, including reasonable towing, transport, inspection or rectification costs where legally recoverable.

7.Major and minor failures

A goods failure may be major where the goods are unsafe, significantly different from their description, have one serious or several smaller problems that would have stopped a reasonable consumer buying them, or are substantially unfit and cannot easily be fixed within a reasonable time.

A service failure may be major where it creates an unsafe situation, has one serious or several smaller problems that would have stopped a reasonable consumer buying the service, or is substantially unfit or fails to achieve a disclosed result and cannot easily be fixed within a reasonable time.

Whether a failure is major or minor is determined under the Australian Consumer Law on the facts. It is not determined solely by warranty expiry, tyre mileage, repair cost or a supplier, fitter or manufacturer label.

8.Proof of purchase, assessment and return

We may ask for reasonable proof of purchase, such as an order confirmation, invoice, receipt, payment record, card statement or product record linked to the purchase. Original packaging is not required for an Australian Consumer Law claim.

We may reasonably inspect or arrange inspection of the goods or service. The assessment process will not require you to drive an unsafe vehicle or delay urgent safety action. If physical evidence is surrendered, we will provide an appropriate receipt or record.

Where faulty goods are large, heavy, installed or difficult to remove or transport, Treadivo will arrange or pay for collection, removal or transport where the Australian Consumer Law requires. If a covered problem is confirmed, we will reimburse reasonable return costs required by law.

We will not deduct restocking, delivery, fitting or use amounts where doing so would unlawfully reduce a remedy. If a reasonable assessment finds no covered problem, an inspection or collection cost may be charged only where lawful and where a reasonable estimate was provided in advance.

9.Refund method and timing

For an approved Australian Consumer Law refund or approved business refund, Treadivo will initiate the refund within five business days after approval and calculation of the amount.

We will refund to the original payment method unless it is unavailable, unlawful or you actively agree to another method. We will provide confirmation and any applicable calculation. Your bank or payment provider may take additional time to make the funds available after Treadivo initiates the refund.

We will not impose store credit instead of money where a money refund is due. You may separately choose optional store credit. We will not deduct an amount for use where the Australian Consumer Law requires a full refund.

10.Service Partners and customer payments

All customer payments, refunds and price adjustments for a Treadivo order are managed by Treadivo. A fitter must not request or accept direct payment from you for any part of a Treadivo order, including fitting, balancing, valves, TPMS work, alignment, disposal, storage, call-out or administration, unless Treadivo has first approved a genuinely separate transaction in writing.

A fitter cannot independently approve or deny a refund, give cash back, reverse a Treadivo payment, settle a complaint on Treadivo's behalf or require you to pay for corrective work covered by a lawful remedy. Contact Treadivo if a fitter asks for an unauthorised payment or directs you elsewhere for a refund or complaint. Treadivo's arrangements with suppliers and fitters, including whether a fitter fee is withheld or adjusted, do not delay or reduce a customer remedy required by law.

11.How to request a refund, return, cancellation or reschedule

Use treadivo.com.au/contact as the primary contact route, or email info@treadivo.com.au. You may also telephone +61 410 000 039 for assistance.

Where available, provide:

your order number and contact details;
the vehicle and appointment details;
a description of the issue and the outcome you are requesting;
whether there is an urgent safety concern; and
relevant photographs, measurements or documents.

We will request only information reasonably needed to assess the matter. Missing a particular document does not automatically defeat a credible claim. We will confirm receipt and provide an accountable Treadivo contact where practicable.

12.Complaints and escalation

We will acknowledge a complaint within two business days and aim to provide a substantive written response within ten business days. If we reasonably need more time, we will explain why, provide an expected response date and give reasonable updates.

The complaint process does not delay urgent safety action, an urgent interim remedy or any other legal entitlement.

If we do not resolve a consumer complaint, you may contact Consumer Protection Western Australia, the consumer-protection body in your State or Territory, or a competent court or tribunal. The Australian Competition and Consumer Commission provides consumer information and undertakes compliance and enforcement work but does not resolve individual disputes.

13.Changes to this policy

We may update this policy to reflect changes in law, services or operational practices. Each published version identifies its version number and effective date. A later version will not retrospectively reduce an accrued right or add a charge to an accepted order.