T&C's

OUR SERVICES

Terms & Conditions Of Service – Removal Services

These Terms & Conditions apply to all residential, commercial and other removal services provided by our business.

1. Quotes, Estimates & Final Charges
All quotes and estimates are based on the inventory and information provided by the customer, including access conditions and the scope of work required.
Unless specifically confirmed as a fixed-price service in writing, quoted amounts are estimates only. The final cost may vary depending on the actual requirements of the job.

Factors that may affect the final cost include:

Additional or unexpected items not included in the original inventory.
Changes to the inventory or scope of work.
Access conditions, including stairs, long carries, difficult driveways or restricted parking.
Additional labour, time, vehicle space or trips required.
Delays or unforeseen circumstances outside our control.

Where additional charges are expected, we will communicate these with the customer and seek agreement before proceeding wherever reasonably possible.

Depot-to-Depot Travel
For applicable removal services, travel time is included in the job estimate and calculated on a depot-to-depot basis. This means the removalist team's working time commences when they depart our depot and concludes when they return to the depot after completing the job.

This includes travel to the collection address, loading, transportation, unloading and return travel. Lunch breaks are excluded from billable time.

2. Inventory & Additional Items

Our estimates are based on the inventory and information provided by the customer.

It is the customer's responsibility to ensure the inventory is accurate and complete before moving day.

Any additional or unexpected items not included in the original inventory may require additional labour, vehicle space or trips. Additional time or services required to complete the move may result in additional charges.

We will communicate any expected additional charges with the customer before proceeding wherever reasonably possible.

3. Access & Site Conditions

Customers must advise us of any access restrictions or conditions that may affect the move, including stairs, narrow access, long carries, difficult driveways, parking restrictions or limited vehicle access.

Additional time, labour or equipment required due to access conditions not disclosed at the time of quoting may result in additional charges.

Customers are responsible for arranging suitable parking and access at both collection and delivery addresses.

4. Insurance & Accidental Damage

Our removal services include Accidental Damage Cover with a limit of indemnity of $100,000, subject to the terms, conditions, exclusions and applicable excess of our insurance policy.

The cover applies to goods being moved between nominated houses, dwellings, offices or storage premises (house-to-house or equivalent premises-to-premises).

Damage Reporting – 7 Calendar Days

Any damage or loss that customers wish to report under our Accidental Damage Cover must be reported to our business within 7 calendar days of the removal job being completed.

Reports should include a description of the damage and supporting photographs where possible. Customers are encouraged to inspect their belongings promptly following delivery.

Notifications received outside this period may not be eligible for assessment under our Accidental Damage Cover, in accordance with the terms of our insurance policy.

Nothing in this clause is intended to exclude or limit any rights customers may have under Australian Consumer Law or other applicable legislation.

Customer-Packed Boxes & Containers

Our Accidental Damage Cover does not extend to damage to the contents of boxes, cartons or containers that have been packed and sealed by the customer.

Customers are responsible for ensuring their own packing is suitable and that fragile items are adequately protected.

Our team will take reasonable care when handling and transporting customer-packed boxes.

This exclusion is subject to the terms of our insurance policy and applicable consumer rights.

Customers should advise us of any particularly valuable, fragile or unusual items before moving day.

5. Customer Assistance & Workplace Safety

For safety reasons, customers, family members and other third parties are not permitted to assist with lifting, carrying, loading or unloading items unless specifically authorised by our removalist team.

Customers and other third parties are not employees of our business and are not automatically covered under our workers' compensation insurance.

Our team reserves the right to stop any activity that presents a safety risk. Customers are encouraged to remain clear of loading and unloading areas while removal work is underway.

6. Pre-existing Damage & Special Items

Customers should notify us of any existing damage to furniture, belongings or property before the move begins.

Special care requirements for fragile, valuable, oversized or unusually heavy items must be disclosed before booking so appropriate arrangements can be made.

7. Customer Responsibilities

Customers are responsible for:

Ensuring all items to be moved are included in the inventory.
Ensuring the property is accessible and ready for the removalist team.
Arranging suitable parking and access at both locations.
Securing pets and keeping children away from loading and unloading areas.
Ensuring items are appropriately packed where packing services have not been arranged.
Disconnecting appliances, dismantling furniture and ensuring they are ready for transport, unless otherwise agreed.

8. Payment

Payment terms will be outlined in the booking confirmation.

Any additional charges agreed during the removal process will be included in the final invoice.

Payment is due upon completion of the removal service unless otherwise agreed in writing.

9. Deposits, Cancellations & Changes

A deposit or booking fee may be required to secure a booking. The amount and applicable payment conditions will be advised at the time of booking.

Customers should provide as much notice as possible if they need to cancel or change their booking.

Any applicable cancellation fees, deposit refund arrangements or charges for changes to bookings will be advised at the time of booking, subject to applicable consumer law.

10. Australian Consumer Law

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or guarantees available to customers under the Australian Consumer Law or other applicable legislation.

By confirming a booking, the customer acknowledges that they have received, read and accepted these Terms & Conditions.