Last updated 9 October 2026
This policy explains how refunds work for powerbank hire and for Koala Charge stations bought through this website. It is run by Koala Charge (ABN 00 000 000 000).
Your rights under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Nothing in this policy takes away those rights.
Powerbank hire
- If a powerbank did not charge your device, tell us within 7 days and we will refund that hire.
- If you think you were charged the wrong amount, email us with the date and the station and we will check it and fix any mistake.
- Returning a powerbank to any Koala Charge station stops the hire charge.
Buying a station
- Changed your mind before we send your station? Tell us and we will refund you in full.
- Once a station has been sent, we do not offer refunds for change of mind. Your rights under the Australian Consumer Law still apply.
- If your station arrives damaged or does not work, email us within 7 days of delivery with photos. We will repair it, replace it or refund you, as the Australian Consumer Law requires.
- Please do not send anything back until we have replied, so we can arrange the return with you.
How refunds are paid
Refunds go back to the card you paid with, through our payment provider Stripe. Your bank usually shows the refund within 5 to 10 business days.
Contact us
Email koalachargeau@gmail.com. See also our terms and conditions and delivery information.