Frequently Asked Questions

 

Where do you deliver?

  • SkipdQ is a hyperlocal on-demand delivery platform and we are currently operational in the Point Cook, VIC area.  Our agents will deliver to a maximum distance of approximately 10 km of any retailer in the suburb.

 

How much does the service cost?

 

A) Shopping & Delivery Products from Partner Merchant Catalogues 

  • If you are buying products from our partner merchant catalogues, you will be presented the exact cost of each item (GST Inclusive) while adding it to your shopping cart, and the total cost of all the items while checking out.
  • We charge a flat delivery fee of $5.99 up to 5km to our customers, and an additional $1/km for distances over 5km up to a maximum distance of 10km.  It’s clear and transparent with no demand surcharge.  The SkipdQ app will calculate the delivery cost based on the shortest route between the pickup and delivery locations and there are no surprise escalations, because of the Agent taking a longer route.
  • At times, we may run promotional discounts on delivery fees, or a merchant may offer to subsidize the delivery fee for larger orders.  In all cases, you will see the total cost including price of goods and delivery fee before finalising and paying for any order.

 

B) Personal Shopper Service 

This is a flexible, premium service where-in a single PSA assigned to you will purchase and deliver up to 15 items from a single retailer, and deliver them to your doorstep.  The total service cost is comprised of 2 parts.

  1. PSA Service Fee. Being a flexible service, it involves considerable time spent by the agent in shopping for and delivering the goods, and the admin staff managing the process at the back end.  We charge a standard flat fee of $19.99 to compensate for the effort.  Distances over 5km are charged at $1/km up to a maximum distance of 10km and presented up front in the checkout screen.
  1. Price of goods charged by the retailer of your choice.  We pay for the goods upfront and pass on the price to you with ZERO mark-up. We will however, pass on to you a 2% payment gateway fee incurred by us.  You can enjoy the benefit of any specials or discounts offered by the merchants to normal paying customers.  We cannot guarantee any special pricing offered to any merchant’s loyalty card holders like Flybuys or MyDan’s.  Effectively you pay the price of goods as seen on the receipt +2%

Total Price of Service = PSA Service Fee + Price of Goods

 

 

What is SkipdQ’s Change and Cancellation policy? 

 

SkipdQ offers two key services: A) Shopping & Delivery from Catalogue and B) Personal Shopper Service, with a different change and cancellation policy for each

 

A) Shopping & Delivery Products from Partner Merchant Catalogues 

  1. After placing the order, you have a small time window to edit or cancel your order until it is accepted by the merchant.  If one or more of the items are unavailable, the merchant will contact you to check for substitution and request you to edit or cancel the order.   
  2. If the merchant is unable to fulfil your order for any reason, they will be able to reject or cancel your order from their end. 
  3. If a delivery agent is unable to be assigned, or is not able to complete the delivery due to a reason that cannot be attributed to you, they will be able to cancel your order from their end. 
    In either of the above circumstances, you will either a) not be charged anything or b) the full amount will be refunded to your App Wallet with ZERO cancellation fees.
  4. Please note that you WILL NOT be able to edit or cancel the order once it has been accepted by the merchant and you will be charged the complete amount for the order.

B) Personal Shopper Service 

The Personal Shopper Service is a premium and flexible service which offers you significant opportunity for changing your order, but in most cases you will be charged the full service fee.  

  1. After placing the order, you have a small time window to cancel your order until it is accepted by SkipdQ. 
  2. If we are unable to assign a Personal Shopper Agent (PSA) to you, we will cancel your order from our end. 
    In either of the above circumstances, you will either a) not be charged anything or b) the full amount will be refunded to your App Wallet with ZERO cancellation fees.   
  3. Please note that you WILL NOT be able to edit or cancel the order once it has been accepted by SkipdQ and you will be required to pay the entire service fee for the order. 
  4. Once assigned, you will be able to communicate with the PSA and request them to make any changes to the order prior to them paying for the selected goods.  However, once the PSA has paid for the goods, you will be liable to pay for the complete cost of goods plus the entire service fee for the order. 
  5. Once delivered to your doorstep, the PSA will not able to take back, return or exchange any product for you.  However, you will be provided the original receipt for the goods and may be able to return or exchange the goods yourself depending upon the merchant’s policies.

 

Who are the Delivery Agents?

Our Agents are independent contractors connected to our platform.  Together with a smartphone and their own vehicle, they're eager to help you with your tasks as quickly and effectively as possible.

 

 

My food or goods arrived damaged.  Or I am not happy with the quality.  What should I do?

We apologize if the products and/or delivery service did not meet your expectations.  For fast resolution, please message us using the chat function on the app or website (skipdq.com.au), or email us at CustomerSupport@skipdq.com.au.  Do provide any evidence of damage in the form of photos, and the greater the detail, the easier it will be to quickly resolve the issue.