Terms & Conditions

Service estimates and quotations

A quote is based on the inventory, the access and the distance you describe. Access includes stairs, lifts, long carries, parking limits, and any time window the building imposes.

Where we give a fixed upfront quote, that price covers the scope written on the quote. It changes only if the inventory, the addresses, or the access on the day is materially different from what we priced. We will tell you about a change before we continue, unless a delay would leave goods unsafe or the building requires us to finish a booked lift slot.

A figure marked as a guide is not a fixed price. The quote you accept before the truck is booked is the price that applies to that scope.

Booking and cancellation

A booking is confirmed when you accept the quote and we confirm the date in writing, including by text or email.

Rescheduling

You may move the date once, at no charge, if you tell us at least 48 hours before the agreed start time and another crew is available. Inside 48 hours we will still try to reschedule. If the crew and vehicle have already been held for you, we may charge a reschedule fee limited to the cost of that unused allocation. We will tell you the amount before you confirm the new date.

Cancellation

If you cancel more than 48 hours before the start time, we refund any amount you have paid for that booking, less a card or bank fee we cannot recover. If you cancel inside 48 hours, we may keep a reasonable charge for costs already incurred, such as a reserved vehicle or labour we can no longer reassign. We will itemise that charge. We do not keep an amount that is out of proportion to those costs.

We may postpone a job if access is unsafe, a vehicle breaks down, or something outside our control stops the move, including severe weather or a building lockdown. We will offer the next available date and will not charge you for that postponement.

Customer responsibilities

So the crew can work safely and the quote stays accurate, you agree to the points below.

• Give us accurate addresses, inventory and access information
• Arrange building access, lift bookings and parking permission where the site requires them, unless the quote says we will do that
• Leave a clear, safe path for the crew
• Pack goods yourself unless you have booked our packaging service. On a partial pack, you pack everything that is not listed on the quote
• Tell us before loading about items that are fragile, unusually heavy, or of special value
• Be present, or name an adult who can make decisions, at pickup and at delivery
• Keep hazardous and prohibited goods out of the load

Hazardous and prohibited goods

Do not include explosives, ammunition, flammable liquids, gas bottles, corrosive or toxic chemicals, illegal items, perishable food, plants, live animals, or cash. Jewellery and documents of special value travel only if we agree in writing before the day. We may refuse to load an item that is unsafe or that was not declared.

Transit insurance and goods handling

We handle goods with due care and skill. Blankets, trolleys and wrapping are used where the job needs them. Fragile pieces travel separately from heavy furniture when they are on the same load.

The Australian Consumer Law gives you guarantees that cannot be signed away. They include that our services are provided with due care and skill and are fit for the purpose you made known to us. Those guarantees, and the remedies that go with them, continue to apply.

If your quote includes transit cover, that cover applies to goods in our care during the booked move, on the terms written in the quote. Transit cover sits alongside your ACL rights. It does not replace them, and it does not insure goods you chose to leave out of the booking.

Tell us about loss or damage as soon as you notice it, and where practical before the crew leaves the delivery address, so the condition can be recorded. We are not responsible for damage that was already there, or for damage that comes from packing you did yourself, except where the ACL still requires a remedy because of the way we handled those goods.

Payment terms

The price, and whether a deposit is required, is the amount on the quote you accept. Unless that quote says otherwise, the balance is due when the service is finished: at the delivery address for a move, or when the clean is complete.

We accept the payment methods named on the invoice and we will give you a receipt or tax invoice. If a payment is not made when it is due, we may pause further bookings until that invoice is paid. We will not withhold goods where the Australian Consumer Law requires us to release them.

Governing law

These terms are governed by the laws of Australia. The state law that applies to a booking is the law of the state where we collect the goods. For a clean with no collection, it is the law of the state where the property is located.

• Sydney and the rest of New South Wales: the laws of New South Wales
• Melbourne and the rest of Victoria: the laws of Victoria
• Brisbane and the rest of Queensland: the laws of Queensland

If a move crosses a state border, the law of the state of collection applies to the contract, and the courts of that state may hear a dispute. That does not limit any right you have to raise the matter with a state fair-trading agency or the ACCC under the Australian Consumer Law.

Questions about a booking can be directed to 0435 249 398. We work across Sydney, Melbourne and Brisbane.