TERMS AND CONDITIONS

TERMS AND CONDITIONS

Customer: means the person engaging the Service Provider to perform the services, and any person on whose behalf such authority is given, as identified in any invoice, quotation, or proposal linked to this Agreement.

Services: include removal and packing, and storage (if applicable).

GENERAL

1. Notices

(a) All notices given under this Agreement must be given in writing, including email transmission.

2. Customer Warranties

The Customer warrants that:
(a) all information provided to the Service Provider, including information about the Customer’s goods, is true and accurate;
(b) they shall bear sole responsibility for clearly identifying and indicating to the Service Provider all items designated for removal;
(c) the Customer is the sole legal owner of the goods or properly authorised to deal with them and to enter into this Agreement, and shall indemnify the Service Provider against any claim, cost or expense arising from a breach of this warranty.

3. Interest and Recovery Costs

The Customer is liable for any additional costs incurred by the Service Provider in recovering overdue monies, including a $100.00 administration fee payable immediately, a further $100.00 administration fee for each commenced unpaid week, debt recovery fees, and interest if applicable. The Service Provider may charge interest on any overdue amount outstanding for more than 30 days at the standard commercial rate set by the Reserve Bank of Australia. This is a default provision and does not constitute an offer of credit. 

4. Lien

(a) All goods of the Customer in the possession of the Service Provider are subject to a general lien for any outstanding amounts owed by the Customer, including costs properly incurred by the Service Provider;
(b) If such amounts remain unpaid for 12 weeks (including accrued interest), the Service Provider may, without prejudice to any other rights under this Agreement or at law, sell all or part of the goods and apply the net proceeds to the debt.

5. Force Majeure

Neither party is liable for loss or damage (direct or consequential) arising from causes beyond its reasonable control, including but not limited to delay in transit, industrial disputes, acts of God, weather events, or third-party actions.

6. Consumer Law

Nothing in this Agreement excludes or limits the Customer’s rights under the Australian Consumer Law.

7. Prohibited Goods

(a) The Customer must not present for removal or storage (if applicable) any prohibited goods, including but not limited to: Prohibited or stolen goods, drugs, potentially dangerous, damaging, flammable or explosive items including gas bottles, aerosols, diesel/petrol, chemicals, firearms and ammunition, jewellery, watches, phones, trinkets, precious stones or metals, money, credit cards, wallets, securities, stamps, coins or goods or collections or identification documents;

(b) The Customer warrants that all such valuables and prohibited goods have been removed and securely stored by the Customer prior to the commencement of services;
(c) The Customer indemnifies the Service Provider against any loss, damage, cost, or claim arising from the presence of prohibited 

goods in their consignment, including claims made by third parties;

(d) If the Service Provider discovers any prohibited goods during or after collection, it may remove, destroy, dispose of, or otherwise treat them at the Customer’s expense and without liability to the Customer.

REMOVAL

8. Removal Standards

8.1. Service Provider’s Role

(a) The Service Provider is not a common carrier and may, at its discretion, refuse to carry or store any goods.

(b) The Service Provider may transport goods by any reasonable route, method, or means, having regard to operational requirements.

8.2 Customer’s Responsibilities Prior to Service

(a) The Customer must provide written notice before commencement of any fragile, brittle, or unusually valuable items (exceeding $200, e.g. artwork, antiques, collections, or precision equipment).

(b) The Service Provider may inspect such items and record any pre-existing damage but accepts no liability for their condition.

(c) The Customer or an authorised representative must be present at all times during the service to provide instructions and supervise the move. If the Customer fails to attend, the Service Provider may act in their best judgment and is indemnified for decisions made in their absence.

8.3 Delivery and Access

(a) Delivery will only be made to the Customer or their properly authorised representative.

(b) If delivery cannot be completed due to access issues, absence of the Customer, or other delays outside the Service Provider’s control, the Service Provider may place the goods into storage at the Customer’s cost, which will be deemed delivery.

(c) The Service Provider is not liable where loading or unloading cannot be completed due to lift breakdowns or restrictions. The Customer acknowledges that use of lifts and stairs may significantly increase the time required for the move.

8.4 Personnel and Assistance

(a) Additional personnel may be assigned where reasonably required, and additional charges will apply.

(b) The Service Provider is only responsible for the actions of its own personnel.

(c) The Customer is responsible for their own safety, attire, footwear, and conduct during the move.

(d) If the Customer or any other person assists the Service Provider’s personnel with the move, the Service Provider will not be liable for any resulting loss or damage.

9. Booking, Cancellation and Rescheduling

(a) A non-refundable booking fee equal to one hour of service is payable at the time of booking.
(b) Cancellations or rescheduling made less than 48 hours before the confirmed booking will incur a fee equal to two hours of service;
(c) The Service Provider may charge further reasonable fees at its discretion if short notice results in extra costs or lost opportunities.

10. Variation

(a) If the work required differs from the original quotation or estimate (including changes to the nature or quantity of goods, need for dismantling/assembly, or access to premises), the Service Provider is entitled to charge additional reasonable costs;
(b) Such costs may include payments to third parties necessary to complete delivery.

11. Special Arrangements

(a) If charges are agreed to be paid by someone other than the Customer, and that person fails to pay within 14 days of delivery (or attempted delivery), the Customer remains liable for full payment of those charges.

12. Insurance & Liability

12.1 General Liability

(a) The Service Provider is not liable for any loss, damage, or deterioration of goods, howsoever caused, except where such loss or damage is directly and solely the result of proven negligence by the Service Provider.
(b) The Service Provider accepts no liability for:
    (i) Pre-existing damage, inherent defects, or deterioration of goods;
    (ii) Loss or damage resulting from insufficient or improper packing by the Customer;
    (iii) Circumstances outside the Service Provider’s control, including but not limited to weather, traffic, or third-party interference;
    (iv) Loss or damage arising when more than two individuals other than the Service Provider’s staff assist during the move.

12.2 Specific Exclusions

The Service Provider is not liable for:
(a) Packing or unpacking not performed by the Service Provider, including breakages in cardboard boxes or other containers not packed by the Service Provider;
(b) Dismantling or assembling goods, which is done “as is” and excludes repairs or improvements;
(c) Plumbing or electrical disconnection/reconnection, which is at the Customer’s risk;
(d) Goods inherently fragile or prone to malfunction, such as televisions, appliances, pressed wood or flat-packed furniture, fabric undersides of lounges/beds, plant pots, terracotta, ceramic, porcelain, stone, marble, granite, glassware, and scientific or musical instruments. These are carried at the Customer’s risk, and independent insurance is recommended;
(e) Damage to flooring, including timber, tiles, vinyl, or carpet, that has been laid, installed, or refinished within the last four (4) weeks.

12.2 (f) Specialised Items – Technical Limitations

(f) Specialised Items – Technical Limitations
    (i) The Service Provider may, upon request, transport specialised or heavy items including, but not limited to, pianos, pool tables, safes, gym equipment, office equipment, machinery, and any other items containing complex or delicate internal mechanisms.
    (ii) The Customer acknowledges that while the Service Provider exercises reasonable care in the handling and transportation of such items, the Service Provider is not a technician, installer, or qualified professional in relation to the internal operation of these items.
    (iii) The Service Provider accepts no responsibility or liability for any internal, mechanical, electrical, or operational issues arising from the movement of these items, including but not limited to misalignment, tuning, calibration, internal component displacement, or any other technical malfunction or deterioration.
    (iv) The Customer acknowledges that specialised items may require post-move adjustment, recalibration, tuning, or servicing by appropriately qualified professionals, and such arrangements remain solely the responsibility of the Customer.
    (v) The Customer indemnifies the Service Provider against any loss, damage, cost, or claim arising from internal or technical issues associated with specialised items, whether occurring during or after the move, except to the extent caused directly and solely by the Service Provider’s proven negligence.

12.3 Insurance Cover Held by the Service Provider

(a) The Service Provider maintains compulsory Public and Products Liability Insurance, covering proven accidental injury or damage to third-party property caused by its operations, up to the insured amount.
(b) The Service Provider also holds Carriers Legal Liability Insurance, which provides limited cover for customers’ goods while in transit or storage, provided the loss or damage arises directly from the Service Provider’s proven negligence. This cover applies only to specific incidents, including loading/unloading, fire, collision, and vehicle overturning within Australia.
(c) The insurance cover held is strictly limited and does not operate on a “new for old” basis. Customers who wish to have full replacement cover are strongly advised to obtain their own insurance, for example through www.removalsinsurance.com.au.

12.4 Claims & Compensation

(a) The Service Provider does not accept liability for any claims unless strictly made in accordance with this clause.
(b) All claims must be submitted in writing by email directly to the Service Provider’s After Care team within twenty-four (24) hours of delivery for damage, and within forty-eight (48) hours of expected delivery for loss. 

(c) Upon receipt of a claim, the Service Provider’s After Care team will conduct a strict internal review process, including but not limited to examining internal records, team reports, photographs, and any other evidence deemed relevant. The Customer acknowledges and agrees that this process is final, and no claim will be considered outside it.
(d) No claim will be processed or considered unless the Customer has first paid all amounts owing in full to the Service Provider.
(e) If, following the After Care team’s assessment, the Service Provider accepts liability, compensation (if any) will be determined at the Service Provider’s sole discretion, based on the item’s age, condition, and circumstances of the damage, and will not be on a “new for old” or replacement basis.
(f) If the Customer elects to pursue a formal insurance claim instead of internal assessment, they must first pay the applicable insurance excess of $500.00 per item claimed before the claim will proceed.
(g) For items forming part of a pair, set, suite, or collection, compensation is strictly limited to the affected item only, without regard to any special value as part of the set.

13. Payment

(a) For long-distance or fixed-price moves, payment in full is required on uplift or as agreed prior to the move;

(b) For hourly moves, time is charged from truck arrival until departure, including paperwork and payment, rounded up to the next 15 minutes. Full payment is due immediately on completion, and time continues until full payment is received and confirmed; 

(c) Travel time will be charged as a fixed fee, as included in the original quotation;

(d) Accepted payment methods are cash, bank transfer, Visa, MasterCard, or AMEX. Personal cheques are not accepted;

(e) A surcharge of 2% applies to Visa/MasterCard and 3.1% to AMEX, to cover merchant fees;

(f) The truck must be left in the same condition as it arrived. Time spent folding pads, tidying up, and securing equipment is considered chargeable time.

(g) In the event that the Customer fails to make any payment when due, the Service Provider reserves the right to collect the outstanding amount using any valid card (including debit, credit, or prepaid) previously provided or saved on file by the Customer. By agreeing to these terms, the Customer expressly authorizes the Service Provider to charge such card(s) to recover any overdue amounts, including but not limited to insurance excesses, fees, or other charges owed.

STORAGE

14. Charges

(a) Storage fees are calculated on a weekly basis (minimum charge of seven (7) days), but invoiced and payable monthly in advance.
(b) All storage payments must be made by direct debit from the Customer’s nominated credit or debit card. The Customer must provide valid card details to the Service Provider at least two (2) business days before the commencement of storage.
(c) By providing card details, the Customer expressly authorizes the Service Provider to process direct debit payments for all storage fees, exit fees, access fees, and any other amounts properly payable under this Agreement.
(d) It is the Customer’s responsibility to ensure that sufficient funds are available at the time of each debit. If a debit is dishonored, the Service Provider may charge an administration fee and any bank or processing charges incurred.
(e) The Service Provider reserves the right to suspend access to stored goods and/or exercise its lien rights under clause 4 if payment is not successfully processed.

(f) An exit fee is payable on termination, calculated as the pro-rata amount for any unused days of the final month’s storage period, together with any other outstanding charges.

15. Risk

(a) The Customer must not store prohibited goods;
(b) The Customer indemnifies the Service Provider against any loss, damage, or claim arising from the storage of prohibited goods;
(c) The Service Provider is not responsible for damage caused by the Customer’s own wilful, negligent, or reckless acts;
(d) While reasonable care is taken, goods are stored entirely at the Customer’s own risk, and the Service Provider is not liable for any loss, theft, or damage. The Customer acknowledges that this risk allocation is the reason they are required under clause 16 to maintain their own insurance for the full replacement value of their goods.

16. Insurance

(a) To mitigate the risks set out in clause 15(d), the Customer must maintain insurance with a reputable insurer for the full replacement value of goods in storage.
(b) Proof of insurance (e.g. certificate of currency) must be provided to the Service Provider upon request.

17. Access and Inspection

(a) The Customer must provide at least 2 business days’ prior written notice to access or inspect goods in storage;
(b) Access is only permitted during ordinary business hours (9am–5pm, weekdays);
(c) An access and inspection fee will be invoiced for each visit, payable before access is granted;
(d) The Customer may access their goods once every 60 days without additional charge; further visits may incur fees.

18. Cleaning and Fumigation

(a) The Service Provider is responsible for cleaning and fumigation of the storage facility;
(b) The Customer holds the Service Provider harmless for any loss or damage to goods arising from such cleaning or fumigation.

19. Termination

(a) Either party may terminate storage services by giving at least fourteen (14) days’ written notice. The Customer must remove all goods by the termination date and leave the facility clean and free of debris.
(b) If the Customer breaches this Agreement in relation to storage services and fails to remedy the breach within five (5) calendar days of receiving written notice from the Service Provider, the Service Provider may terminate this Agreement. Upon termination, the Customer must remove all goods from the facility within seven (7) days, failing which the Service Provider may, at its discretion, arrange for the cleaning, removal, disposal, or sale of such goods. Any reasonable costs incurred may be charged to the Customer, and any sale proceeds may be applied against amounts owed.

20. Goods Remaining after Termination 

(a) Any goods remaining in the storage facility after termination may be treated as abandoned by the Customer;

(b) The Service Provider may, at its discretion, arrange cleaning, removal, disposal, or sale of such goods. Reasonable costs incurred may be charged to the Customer.

FINAL PROVISIONS

21. Acceptance of Terms

(a) By engaging the Service Provider, the Customer acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions;

(b) This Agreement is legally binding from the time a booking is confirmed whether verbally, in writing, or through payment of any deposit or commencement of services;

(c) It is the Customer’s responsibility to review these Terms and Conditions prior to the provision of services. Any questions or requests for clarification must be raised with the Service Provider before the scheduled service date.