Terms & Conditions

Terms and Conditions

1. Agreement

1.1 These Conditions constitute an offer by the Company to provide Services to the Client. The Client is deemed to have accepted these Conditions upon requesting, permitting, or allowing the Company to perform any part of the Services, regardless of whether those Services are fully completed.

1.2 Upon acceptance, the Company agrees to perform the Services for the Client subject to these Conditions.

1.3 Except to the extent otherwise explicitly agreed in writing between the parties, these Conditions govern the relationship between the Company and the Client in relation to the Services and will prevail over any other document, including any terms and conditions of the Client, to the extent of any inconsistency.

1.4 The Client acknowledges that it has not relied on, and shall have no remedy in respect of, any representation, inducement, warranty, or promise which is not expressly set out in these Conditions.

1.5 These Conditions may only be varied by agreement in writing between the parties. The Company may from time to time publish updated Conditions on its website, and such updated Conditions shall apply to all Services booked after the date of publication, unless otherwise expressly agreed in writing by the Company. For the avoidance of doubt, any Services booked prior to the date of publication shall remain governed by the Conditions in force at the time of booking.

1.6 These Conditions constitute the entire agreement between the parties in relation to the Services and supersede all prior discussions, negotiations, representations, or agreements.

1.7 Any obligations of the Client relating to payment, indemnity, limitation of liability, confidentiality, or dispute resolution shall survive termination, cancellation, or completion of the Services.

1.8 In the event of any conflict or inconsistency between these Conditions and any quotation, estimate, invoice, manifest, or other document or communication issued by the Company, these Conditions shall prevail to the fullest extent permitted by law.

1.9 If any provision of these Conditions is held to be invalid, void, or unenforceable (in whole or in part), such provision shall be read down or severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

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2. Services

2.1 The Company shall provide the Client with the Services as requested by the Client, at a time agreed between the parties.

2.2 The Services are those services the Client requests be provided by the Company, and may include:

(a) services in the nature of or related to relocation, removalist, and transportation of goods;

(b) any services ancillary or related to the services described in clause 2.2(a);

(d) provision of advice or recommendations,

(together, the Services).

2.3 The Services expressly exclude the handling, storage, or transportation of prohibited, dangerous, unlawful, perishable, or high-value items (including but not limited to cash, jewellery, precious metals, antiques, works of art, firearms, explosives, hazardous substances, animals, environmentally regulated substances, or items requiring specialist handling), unless expressly agreed in writing by the Company. The Company is not a Common Carrier and reserves the right, in its sole discretion, to refuse to transport, store, or deal with any goods or class of goods whatsoever.

2.4 The Client is responsible for providing adequate, safe, and timely access to the relevant site or premises at the times and dates agreed between the parties for the provision of the Services. If adequate access is not available at the agreed time, the Company may charge the Client reasonable waiting time fees at its prevailing hourly rates, in addition to the Price.

2.5 The Client will take delivery of any goods transported by the Company at the agreed time, date, and place. If the Client is unable to take delivery as arranged, the Company may, at its option, leave the goods at the location unattended (at the Client’s sole risk) or return at a later time, storing the goods at any convenient place in the meantime. In such circumstances, the Company shall have no liability for any loss, damage, or theft of the goods once deposited, and the Client shall be liable for all additional charges incurred, including storage, handling, and re-delivery.

2.6 All Services are performed by a standard team of two (2) movers. Any reference by the Company to a “team” means two (2) movers unless expressly stated otherwise. Standard quoted prices include two (2) movers only. Any additional movers requested by the Client shall be provided at the Company’s discretion and at an additional cost determined by the Company. If, in the Company’s reasonable opinion, additional movers, labour, or time are required due to circumstances not disclosed by the Client (including but not limited to stairs, restricted access, excessive weight, or difficult access conditions), the Company may supply such additional labour and charge the Client at its prevailing rates, in addition to the Price.

2.7 The Company makes no representation, guarantee, or commitment regarding the depot from which any truck or vehicle will be dispatched for a booking, unless expressly confirmed in writing prior to the date of service. The Company is under no obligation to allocate a vehicle from any specific depot unless such obligation has been expressly agreed in writing. Dissatisfaction with the depot of origin or allocation shall not entitle the Client to any reduction, abatement, or compensation. The Client must not publish or disseminate any false, misleading, defamatory, or maliciously damaging statements in relation to the depot allocation or the Services. Nothing in this clause limits the Client’s right to publish fair and accurate reviews.

2.8 The Client shall be liable for, and must on demand pay to the Company, all losses, damages, costs, charges, and expenses suffered or incurred by the Company as a result of:

(a) any breach by the Client of this Clause 2;

(b) any failure to provide safe, timely, and adequate access to premises; or

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3. Price and Payment

3.1 The Price payable for the Services is the amount agreed or charged by the Company as recorded in any quotation, email, invoice, manifest, or other document, or as otherwise notified by the Company to the Client in writing or verbally (Price).

3.2 The Client acknowledges and agrees that the payment obligations and enforcement rights set out in Clause 4 (Payment Prior to Completion of Services) and Clause 4A (Lien, Retention and Disposal of Goods) form an integral part of these Price and Payment terms and conditions and are incorporated into this Clause by reference.

3.3 Where the Client fails to make payment in accordance with this Agreement, the Client must pay to the Company interest on all overdue amounts at the rate of fifteen percent (15%) per annum, or such lower maximum rate as permitted by law, accruing daily and compounding monthly, until payment in full is received. This interest is a genuine pre-estimate of the Company’s costs of administering overdue accounts and is not a penalty.

3.4 The Company may, in its discretion, refer any unpaid account to an external debt collection agency or legal representative for recovery. In such event, the Client shall be liable for, and must on demand reimburse, all costs, charges, and expenses incurred by the Company in recovering any outstanding amounts, including without limitation debt collection agency fees and full legal costs on an indemnity basis.

3.5 Unless expressly stated otherwise, the Price excludes all statutory or Government charges, duties, levies, or taxes (including Goods and Services Tax (GST)). Where GST or any other tax or charge is payable on the Services, the Client shall pay such amount to the Company in addition to the Price, at the same time as payment of the Price.

3.6 The Client acknowledges and agrees that payment in full for the Services is required to be made and cleared prior to the issuance of any final tax invoice or completion of Services. The absence of a tax invoice shall not constitute grounds for withholding, delaying, or refusing payment. Upon receipt of cleared funds, the Company shall issue a valid tax invoice to the Client within the timeframe required by, and in compliance with, applicable taxation laws.

3.7 All payments made by the Client via credit card, debit card, or any other electronic payment method are subject to transaction fees, surcharges, or other charges imposed by the relevant third-party payment provider. Such fees are additional to the Company’s advertised rates and charges and are payable by the Client in full without exception. The applicable fee is not determined by the Company but is set by the third-party payment provider. The Client expressly acknowledges and agrees that they remain solely responsible for these charges, and that such fees are non-refundable under any circumstances.

3.8 The Client indemnifies and must keep indemnified the Company, its directors, employees, contractors, and agents from and against all claims, demands, losses, liabilities, damages, costs, charges, expenses (including debt collection agency fees and legal costs on a full indemnity basis), and proceedings of any kind arising out of or in connection with:

(a) the Client’s failure, refusal, or neglect to make payment in accordance with this Agreement;

(b) any chargeback, reversal, or dispute of an electronic or card payment initiated by or on behalf of the Client;

(d) the enforcement or attempted enforcement by the Company of its rights under this Clause 3, Clause 4, or Clause 4A.

3.9 Charges for the Services will be calculated strictly in accordance with Clause 5 (Minimum Booking Periods and Increments), which sets out the minimum booking periods, billing increments, and examples of how charges are applied.

3.10 The Client shall not withhold, deduct, or set off any amount alleged to be due from the Company against any amount payable to the Company, whether arising under this Agreement or otherwise.

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4. Payment Prior to Completion of Services

4.1 The Client acknowledges and expressly agrees that payment of the full price for the Services is an absolute condition precedent to the completion of the Services, i.e. the Client must pay for the Service in full before their goods are unloaded from the truck. All amounts are strictly due and payable in cleared funds prior to the Company completing the unloading of any items. The Company may, in its sole and unfettered discretion, suspend, delay, or withhold completion of any Services until payment has been received in full.

4.2 The Client agrees and warrants that this requirement is fair, reasonable, and forms a fundamental and non-severable term of the Company’s engagement.

4.3 For the avoidance of doubt, failure by the Client to make payment in accordance with this Clause entitles the Company to exercise its rights of lien, retention, storage, and disposal of goods as set out in Clause 4A, in addition to any other rights or remedies available to the Company at law or in equity.

4.4 The Client shall be liable for, and must on demand pay to the Company, all claims, demands, actions, liabilities, losses, damages, costs, charges, and expenses (including legal costs on a full indemnity basis) suffered or incurred by the Company in connection with:

(a) any exercise by the Company of its rights of lien, retention, storage, or disposal of goods under Clause 4 or Clause 4A; and

(b) any allegation, claim, or dispute by the Client or any third party (including any claim of ownership or competing rights) regarding the Company’s lawful exercise of its rights under Clause 4 or Clause 4A.

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4A. Lien, Retention and Disposal of Goods

4A.1 Without limiting Clause 4, the Company shall have a contractual lien and right of retention over all goods of the Client in its possession until payment in full has been received.

4A.2 If the Client fails, refuses, or neglects to make payment of the full Price as required under this Agreement:

(a) The Company shall be entitled to retain possession of the Client’s goods until payment in full has been received;

(b) The Company may, at its sole discretion, retain and store the Client’s goods at any location it deems appropriate for a minimum of seven (7) days and a maximum of fourteen (14) days, during which time the Client shall remain fully liable for all costs, charges, and expenses incurred by the Company, including (without limitation) storage, handling, insurance, administration, and interest on all outstanding amounts at the rate of fifteen percent (15%) per annum, accruing daily and compounding monthly, until payment in full is received. For the avoidance of doubt, the Company may, at any time after the initial seven (7) day period, require immediate settlement or proceed with disposal of the goods in accordance with Clause 4A.3 and any applicable uncollected-goods legislation; and

(c) If payment in full (including all additional costs, charges, interest, and expenses) has not been received within the fourteen (14) day period, the Company shall be irrevocably authorised, without further notice to the Client, to sell, dispose of, destroy, or otherwise deal with the goods in such manner as the Company, in its absolute discretion, determines, subject always to compliance with Clause 4A.3. The Client irrevocably waives any right to notice, objection, or claim in relation to such disposal, except to the extent such rights cannot be waived under applicable law.

4A.3 The Company shall exercise its rights of lien, retention, storage, sale, disposal, or destruction in accordance with the legislation governing the disposal of uncollected goods in the jurisdiction in which the Services are performed, including but not limited to the Acts listed in Schedule 1.

4A.4 Any sale, disposal, destruction, or other dealing with the Client’s goods under this clause shall not affect or extinguish the Client’s ongoing liability for any shortfall in the debt (together with any additional costs, charges, interest, and expenses) after application of sale proceeds.

4A.5 To the fullest extent permitted by law, the Company shall have no liability whatsoever to the Client (whether in contract, tort, statute, or otherwise) for any loss, damage, diminution in value, or claim arising directly or indirectly out of or in connection with the retention, storage, handling, sale, disposal, destruction, or other dealing with the Client’s goods pursuant to this clause, whether foreseeable or not, including without limitation loss of profit, loss of opportunity, or reputational harm.

4A.6 For the avoidance of doubt, the Client’s goods may only be returned to the Client by the Company, and no third party or other removalist shall have any authority or entitlement to collect or deliver the goods on the Client’s behalf. The Client must pay the Company a fixed-price return service fee, as determined solely by the Company based on the nature, distance, and requirements of the job, in addition to all other outstanding amounts owed. All such payments, including the return service fee, storage fees, and any accrued interest, must be paid in full and cleared in advance before any goods are released or returned to the Client. The Company shall not be obliged to release any goods until all such amounts have been received in cleared funds. Interest continues to accrue under Clause 3.3 on all outstanding balances while goods are retained.

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4B. Payment Precondition for Release of Goods

4B.1 Where the Company exercises its lien or right of retention under Clause 4A, the Client acknowledges and agrees that no goods will be released or returned until all outstanding amounts owed to the Company have been paid in full and in cleared funds, including (without limitation):

(a) all charges for Services rendered;

(b) any applicable storage, handling, administrative, or interest fees; and

4B.2 The Client further acknowledges that all return service fees are payable in advance and are calculated solely at the discretion of the Company based on the requirements of the job, including the volume of goods, travel distance, access conditions, and operational demands.

4B.3 The Company is under no obligation to release or deliver any goods until full payment has been received and cleared. Any delay in release arising from the Client’s failure to pay shall not constitute a breach by the Company.

4B.4 For the avoidance of doubt, payment under this clause is a precondition to delivery, and no right of possession, title, or recovery of goods shall vest in the Client until such payment is received in full.

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5. Minimum Booking Periods

5.1 The Company applies strict minimum payable timeframes for all bookings, regardless of the Client’s requirements on the day. The applicable minimum periods are set out in Schedule 2.

5.2 The allocation of truck size for any booking shall be determined at the sole discretion of the Company, based on operational requirements and availability. The Client acknowledges and agrees that the minimum payable timeframe shall apply to the truck size allocated by the Company, and is payable in full irrespective of:

(a) the Client’s requested truck size;

(b) the actual duration of the Services (where less than the minimum period); or

5.3 All charges are calculated on a depot-to-depot basis, and the applicable minimum period includes travel to and from the depot, as well as time spent performing the Services at the Client’s site.

5.4 All Services beyond the applicable minimum period will be charged in increments of thirty (30) minutes, with any partial increments rounded up to the next full thirty (30) minutes. The Client acknowledges and agrees that rounding up applies regardless of whether the Services exceed the prior increment by only a few minutes. Examples of how increments apply are set out in Schedule 2.

5.5 The Client acknowledges and agrees that no refund, discount, abatement, or reduction of fees is available where:

(a) the duration of the Services is less than the applicable minimum booking period; or

(b) the total time is rounded up in accordance with Clause 5.4.

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6. Cancellation and Late Cancellation Fees

6.1 The Client must provide the Company with written notice of cancellation, delivered by email, no later than forty-eight (48) hours prior to the scheduled commencement of the Services.

6.2 Where the Client fails to provide such notice, the Client shall be liable to pay a late cancellation fee equal to the fees payable for the applicable minimum booking period specified in Clause 5, plus an additional fifty percent (50%) of those fees. The parties acknowledge that these fees represent a genuine pre-estimate of the Company’s loss, including administrative costs, lost opportunity, and scheduling inefficiencies, and are not a penalty.

6.3 The late cancellation fee shall become immediately due and payable and must be paid within forty-eight (48) hours of the scheduled booking start time. If payment is not made within this period, the Company may, at its sole discretion, charge a further reasonable administrative fee of $100. The Company may also deduct or set off any late cancellation fee (including any administrative fee) against any deposit, prepayment, or other amount already paid by the Client.

6.4 If the Client makes a booking within forty-eight (48) hours of the scheduled commencement of the Services and subsequently cancels that booking at any time prior to the commencement of the Services, the Client shall remain fully liable for the late cancellation fee described in Clause 6.2. The Client acknowledges and agrees that in such circumstances, the short notice provided deprives the Company of the opportunity to allocate resources to other work and that the late cancellation fee is fair, reasonable, and a genuine pre-estimate of the Company’s loss.

6.5 If a Client books a job scheduled for a weekend or public holiday and subsequently reschedules that job to a weekday within forty-eight (48) hours of the original scheduled start time, the Client remains liable to pay the applicable weekend or public holiday rate for that booking, notwithstanding that the rescheduled job is performed on a weekday.

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7. Service Availability, Limitations, and Client Obligations

7.1 The Client acknowledges and agrees that, notwithstanding any booking request or confirmation, the Company does not and cannot guarantee the provision of a vehicle of a particular size, or a specific number of staff or contractors, for any job regardless of what has been booked. The Client further acknowledges that the availability of vehicles and personnel is subject to factors outside of the Company’s reasonable control, including but not limited to mechanical breakdowns, equipment failures, traffic incidents, accidents, delays, or the non-attendance of staff or contractors.

7.2 In circumstances where a scheduled vehicle or staff member becomes unavailable, the Company shall use reasonable efforts to complete the Client’s job on the scheduled day. The Client accepts that such efforts may require the use of a smaller vehicle, reduced crew numbers, or other alternative arrangements, which may extend the overall job duration.

7.3 The Client expressly acknowledges and agrees that, to the fullest extent permitted by law, and in addition to the exclusions of liability set out in Clause 8.2:

(a) the Company shall not be liable for any actual, consequential, indirect, special, incidental, or perceived losses, damages, costs, or expenses of any kind arising from or in connection with the unavailability of a vehicle, equipment, or personnel, or from any delay, rescheduling, substitution, or inability to complete the Client’s job in whole or in part;

(b) the Client shall not be entitled to any discount, concession, abatement, reduction, offset, or withholding of fees or charges as a result of such circumstances, unless granted in writing at the sole discretion of the Company; and

(c) the Client remains fully liable to pay all fees and charges in accordance with the Company’s prevailing rates, including but not limited to charges for the total time duration of the job (including depot-to-depot time), travel, waiting, and any other applicable fees.

7.4 The Client acknowledges and agrees that dissatisfaction with vehicle size, crew numbers, depot allocation, or any other circumstances arising under this clause does not entitle the Client to any reduction, abatement, or compensation, nor to publish or disseminate any false, misleading, defamatory, or maliciously damaging statements (whether online or otherwise) regarding the Company or the Services. Any such publication or attempt by the Client constitutes a breach of this Agreement, and the Client shall be liable for, and must on demand pay to the Company, all losses, damages, costs, charges, and expenses (including legal costs on a full indemnity basis) suffered or incurred by the Company as a result. The Company reserves the right to pursue all available legal remedies, including but not limited to damages, injunctive relief, and recovery of costs. Nothing in this clause limits the Client’s right to publish fair and accurate reviews.

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8. Guarantee Terms and Conditions

The Company provides the following guarantees (collectively referred to as the “Triple Guarantee”) strictly in accordance with the terms set out in this section.

These guarantees are promotional in nature and are not intended to extend, replace, or override the statutory rights of consumers under the Australian Consumer Law (ACL).

8.1 On-Time Guarantee

(a) The Company guarantees that your move will commence within the agreed one-hour arrival window confirmed in writing by the Company.

(b) For the avoidance of doubt, the Company provides arrival windows, not fixed appointment times. The guarantee applies only if our team arrives and commences work outside the confirmed one-hour window through fault exclusively attributable to the Company.

(c) This guarantee assumes that the assigned removalist team is available as scheduled. It does not apply where delays are caused by unforeseen staff cancellations, illness, absenteeism, or other personnel-related events beyond the Company’s reasonable control.

(d) The guarantee likewise excludes delays resulting from circumstances outside the Company’s control, including (but not limited to) traffic congestion, road closures, mechanical breakdowns, weather conditions, customer inaccessibility or unpreparedness, inaccurate booking information, or late payment of deposits or fees.

(e) Where the Company is solely responsible for arriving later than the agreed one-hour arrival window, the customer will be entitled to a refund equivalent to the hourly rate of the booked service multiplied by the verified duration of the delay beyond the arrival window, capped at a maximum of one hour’s value.

Example:

If the agreed arrival window is 8:00 AM – 9:00 AM and the team arrives at 9:30 AM, the lateness is 30 minutes (0.5 hours) beyond the window.

If the booked service rate is $170 per hour, the applicable refund would be $85 (0.5 × $170).

If the delay exceeds one hour, the refund is capped at one hour’s rate ($170 in this example).

(f) All jobs must be paid in full upon completion in accordance with the Company’s standard payment terms. Any applicable refund under this guarantee will be processed by Head Office after full payment has been received and the customer has submitted a written claim to Head Office for review. On-site staff and drivers are not authorised to apply or approve lateness refunds directly.

(g) The refund described in this clause is the sole and exclusive remedy under this guarantee. No other compensation, damages, discount, or waiver will be offered.

8.2 Price-Beat Guarantee

(a) The Company will beat any genuine, written, comparable quote from another licensed and insured furniture removalist by five per cent.

(b) To qualify, the customer must provide a copy of the written competitor quote prior to booking and before any service has commenced.

(i) be current and dated within 14 days of presentation;

(ii) include equivalent service scope (truck size, number of movers, hourly rate, depot-to-depot terms, etc.); and

(iii) originate from a registered Australian furniture-removal business with appropriate insurance coverage.

(d) The Price-Beat Guarantee excludes:

(i) quotes from online marketplaces, classified ads, or individual contractors without a registered ABN;

(ii) promotional discounts, one-off special offers, or loyalty-based pricing; and

(iii) quotes containing materially different service conditions or terms of payment.

(e) The Company reserves the right to verify the authenticity of any quote and to decline price-beat requests that do not meet the above criteria.

8.3 Furniture Damage Guarantee

(a) The Company takes all reasonable care when handling your belongings. In the unlikely event that we damage your furniture or goods due solely to our negligence, we will pay for the cost of professional repair.

(b) This Guarantee applies only where the Client has paid all amounts owing in full and complied with all other Terms and Conditions. No claim, guarantee entitlement, or insurance consideration will be accepted or processed until all outstanding amounts have been paid in full and cleared by the Company.

(i) the damage must be identified and reported to the supervising team leader before the team departs the delivery site;

(ii) clear photographs must be provided showing the damage and the surrounding area; and

(iii) the damaged item must have been appropriately packed or protected by the customer (if customer-packed) and accessible for inspection.

(d) While the Company takes all reasonable precautions to protect and handle furniture and goods safely, the customer acknowledges that furniture removals inherently carry a degree of risk and that minor cosmetic damage may occur despite best efforts. By engaging our services, the customer accepts this risk and liability and agrees that the Company shall not be liable for any minor or incidental damage arising from the ordinary handling, lifting, loading, or transport of goods.

This guarantee does not apply to:

(i) pre-existing damage, wear, or defects;

(ii) items of fragile or high-value nature (including but not limited to glass, marble, ceramics, artworks, antiques, or electronics) unless professionally packed and declared to the Company prior to the move;

(iii) damage arising from the customer’s instructions, inadequate packing, or restricted or narrow access at the property;

(iv) minor cosmetic or superficial marks (such as scuffs, scratches, dents, or chips) that are reasonably possible during the course of professional furniture handling and transport; or

(v) consequential, indirect, or financial loss of any kind.

(e) The Company reserves the right to arrange and approve the repairer. Cash reimbursements will not be provided unless agreed in writing.

(f) The Company’s total liability under this guarantee shall not exceed the lesser of:

(i) the fair market value of the item; or

(ii) the actual cost of repair, as assessed by an approved professional.

(g) The customer must provide the Company with a reasonable opportunity to inspect any alleged damage before repair, disposal, or replacement. The Company will not be liable for costs incurred where the customer proceeds with repair or disposal without prior written approval.

(h) The Company strongly recommends that customers arrange adequate transit and contents insurance prior to their move. The Company’s guarantees are not a substitute for insurance, and liability is strictly limited to the terms set out herein.

(i) The customer is responsible for ensuring that all items are appropriately packed, sealed, and ready for removal prior to the arrival of the removalist team and that all accessways, stairwells, lifts, and loading zones are safe and available. The Company is not liable for any loss or damage arising from inadequate preparation or access.

(j) The remedies and compensation described in this Furniture Damage Guarantee constitute the customer’s sole and exclusive remedies for any damage to goods or property caused during the provision of services by the Company. The customer acknowledges that these remedies operate in substitution for, and not in addition to, any claim that might otherwise be made under the Company’s business insurance policy, except where the Company, at its sole discretion, elects to submit a claim on the customer’s behalf in accordance with Clause 9 (Insurance and Customer Risk Acknowledgement).

(k) The Company will not be liable for any emotional distress, sentimental value, loss of anticipated savings, or loss of opportunity associated with any damaged, delayed, or lost item. Customers acknowledge that items of purely sentimental or irreplaceable value should not be moved without the customer arranging specialised insurance coverage.

8.4 General Provisions

(a) The Triple Guarantee applies only to residential and local moves within the service areas advertised on our website.

(b) The guarantees are valid for the original customer named on the booking and are non-transferable.

(c) All claims must be submitted in writing to the Company within 48 hours of service completion. Claims received after this period will not be considered under any circumstances.

(d) All claims must include reasonable supporting evidence, including photographs, time records, or written statements. Claims made verbally or without substantiating evidence will not be accepted.

(e) The Company reserves the right to amend or withdraw these promotional guarantees at any time without prior notice, provided that any bookings made prior to such withdrawal will continue to be honoured under the version applicable at the time of booking.

(f) The total combined value of any discounts, reimbursements, or compensations provided under these guarantees shall not exceed the total amount paid by the customer for the relevant service.

(g) The Company reserves the right to reject any claim that it reasonably believes to be false, misleading, exaggerated, or made in bad faith. The Company may recover any reasonable administrative or legal costs incurred in responding to such claims.

(h) These guarantees operate in addition to, and not in replacement of, your statutory rights under the ACL.

(i) The customer must cooperate fully with any investigation or verification process in relation to a claim, including providing access to premises or items and responding promptly to any reasonable information requests. Failure to do so will result in the claim being deemed withdrawn.

(j) Entitlement to any guarantee, refund, reimbursement, or compensation under these Terms and Conditions is conditional upon the customer having complied in full with all booking, payment, and procedural requirements specified by the Company.

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9. Insurance and Customer Risk Acknowledgement

The Company’s first and foremost recommendation to all customers is that they obtain their own personal contents and specialised removals or transit insurance policy to cover the full value of their goods during the moving process. Customers are strongly encouraged to use a reputable provider such as CARTS Removal Insurance or another equivalent insurer that offers cover specifically designed for household or commercial relocations.

9.1 The Company holds a comprehensive business insurance policy that provides cover for property damage, public and products liability, and related business risks. References to insurance on our website refer to this insurance policy. This insurance is maintained primarily for the protection of the Company’s operational and legal interests, vehicles, and personnel. Full details of the Company’s insurance policy, including the insurer and coverage summary, can be provided to any customer upon request.

9.2 The Company’s insurance does not extend to act as a personal or contents insurance policy for the customer or for any items being moved, stored, or handled. The customer acknowledges and agrees that this policy exists primarily to protect the Company’s legal and operational interests and is not intended to replace or act as a substitute for the customer’s own insurance coverage.

9.3 The Company’s insurance may, in limited circumstances, provide cover for damage to property where the Company is found legally liable. However, such cover is primarily intended to protect the Company and does not extend the customer’s rights beyond those provided under Clause 8.3 (Furniture Damage Guarantee). The Company is under no obligation to submit or pursue a claim on its policy on behalf of any customer unless it expressly agrees to do so in writing.

9.4 Where the Company agrees, at its sole discretion, to lodge an insurance claim under its own policy on behalf of the customer, the customer must first pay the policy excess amount of $2000.00 (two thousand dollars) in full to the Company prior to any claim being submitted. The customer acknowledges that this amount is non-refundable once a claim has been initiated, irrespective of the claim outcome. The Company will not be liable to reimburse the customer for any portion of an insurance excess, premium, or administrative fee, nor will any delay in an insurer’s processing or decision constitute grounds for the customer to withhold payment or seek compensation from the Company.

9.5 The Company reserves the right to refuse to lodge or progress any claim on its insurance policy where the Company reasonably believes the damage does not qualify under the policy or where the customer has failed to comply with the Company’s Terms and Conditions or reporting procedures.

9.6 The customer acknowledges that obtaining adequate insurance coverage is their sole responsibility and that, by engaging the Company’s services, they accept all risk associated with any uninsured loss or damage to their goods.

9.7 By engaging the Company’s services, the customer accepts that the Company’s insurance is designed as a backup protection for the Company’s business operations and not as a general consumer policy. The customer releases and indemnifies the Company from any liability or expectation of claim where the customer has not independently arranged suitable transit or contents insurance.

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10. Indemnity and Limitation of Liability

10.1 Definitions

(a) Australian Consumer Law (ACL) means Schedule 2 of the Competition and Consumer Act 2010 (Cth);

(b) Consequential Loss means any loss of revenue, profits, anticipated savings, opportunity, data, goodwill, business interruption, or any indirect, special, exemplary, or punitive loss or damage, however caused (including negligence); and

(c) Loss means any liability, cost, expense, damage, charge, or claim of any nature (including legal and debt recovery costs on a full indemnity basis), whether present or future, fixed or unascertained, actual or contingent.

10.2 Limitation of Liability

(a) To the fullest extent permitted by law, the Company excludes all warranties, guarantees, conditions, or representations not expressly set out in this Agreement.

(b) The Company shall not be liable to the Client (whether in contract, tort, statute, equity, or otherwise) for:

(i) any Consequential Loss; or

(ii) any Loss arising out of or in connection with the inherent risk of loss, theft, or damage (including minor cosmetic or incidental damage) to the Client’s goods, property, or premises during the provision of the Services, including risks that arise despite the Company taking reasonable care, except where such loss, theft, or damage arises solely from the proven gross negligence or wilful misconduct of the Company.

(c) Subject always to Clauses 8.3 and 9, the Company’s total aggregate liability to the Client for all Losses arising under or in connection with this Agreement, whether in contract, tort (including negligence), statute, equity, or otherwise, is limited to the lesser of:

(i) the Price paid by the Client for the relevant Services; or

(ii) the amount recoverable by the Company under any relevant insurance policy.

(d) The Company shall not be liable for any emotional distress, inconvenience, loss of enjoyment, or sentimental value associated with the Services or any items moved, stored, or handled.

(e) No claim or entitlement to any remedy arises unless and until all amounts due and payable to the Company have been paid in full.

10.3 Non-Excludable Rights

Nothing in this Agreement is intended to exclude or restrict any rights, remedies, or guarantees that cannot be excluded under the ACL. If the Client is a Consumer under the ACL, the Company’s liability for failure to comply with a consumer guarantee in relation to the Services is limited (at the Company’s option) to:

(a) resupply of the Services; or

(b) payment of the cost of having the Services supplied again.

10.4 Indemnity

To the maximum extent permitted by law, the Client indemnifies and must keep indemnified the Company, its directors, employees, contractors, and agents from and against all claims, demands, actions, liabilities, losses, damages, costs, charges, and expenses (including legal costs on a full indemnity basis) arising out of or in connection with:

(a) any breach by the Client of this Agreement;

(b) any negligent, unlawful, or wilful act or omission of the Client, its employees, agents, or contractors;

(d) any claim made by a third party against the Company arising directly or indirectly out of or in connection with the Services, except to the extent such claim arises solely from the proven gross negligence or wilful misconduct of the Company; and

(e) any claim or proceeding brought against the Company arising from the Client’s failure to obtain adequate insurance coverage for their goods.

10.5 Continuing Obligations

The Client’s indemnity obligations are:

(a) continuing obligations independent of the Client’s other obligations under this Agreement;

(b) not affected by termination, expiry, or completion of the Services; and

(c) enforceable by the Company without the need to incur any expense or make any payment before enforcing its rights; and

(d) including any rights of lien, retention, or recovery of goods, which shall survive termination or completion of the Services.

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11. General

11.1 The Company may terminate these Conditions by giving the Client notice in writing if any of the following occur:

(a) the Client fails to pay the Price within the time for payment under these Conditions;

(b) the Client becomes bankrupt, insolvent, or has an administrator, liquidator, or receiver appointed, or any party applies to wind up the Client; or

(c) the Client is in breach of this Agreement and fails to rectify that breach within five (5) business days after the Company, in writing, requires the Client to do so, or immediately if the breach is incapable of remedy.

11.2 The Client acknowledges that it has not relied on, and will not rely on, any representation, inducement, warranty, or promise made by or on behalf of the Company that is not expressly set out in this Agreement. This clause applies to the fullest extent permitted by law.

11.3 This Agreement is governed by the laws of Queensland, Australia. Each party submits to the exclusive jurisdiction of the courts of Queensland and any courts of appeal therefrom.

11.4 The Client must ensure that it holds and maintains adequate insurance coverage appropriate to the Services, including (where reasonably practicable and proportionate to the nature of the Services) public liability, property, and contents insurance sufficient to cover any risks arising from the Services.

11.5 These Conditions shall not be construed against a party merely because that party prepared, proposed, or relies upon them.

11.6 Personal Property Securities Act (PPSA)

The Client acknowledges that this Agreement creates a security interest in favour of the Company in all goods and any proceeds of sale thereof, as security for all amounts owing to the Company. The Client consents to the Company registering a financing statement under the Personal Property Securities Act 2009 (Cth) and agrees to do all things reasonably required to perfect such registration. The Client waives its right to receive any notice under sections 95, 118, 121(4), 130, 132 and 135 of the PPSA to the extent permitted by law.

11.7 No failure or delay by the Company in exercising any right, power or remedy under this Agreement shall operate as a waiver of it, nor shall any single or partial exercise preclude any other or further exercise.

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Schedule 1 – Disposal of Uncollected Goods Legislation

• Uncollected Goods Act 1995 (NSW)

• Australian Consumer Law and Fair Trading Act 2012 (VIC), Part 4.2

• Disposal of Uncollected Goods Act 1967 (QLD)

• Disposal of Uncollected Goods Act 1970 (WA)

• Disposal of Uncollected Goods Act 2023 (SA)

• Uncollected Goods Act 1968 (TAS)

• Uncollected Goods Act 1996 (ACT)

• Uncollected Goods Act 2004 (NT)

Schedule 2 – Minimum Periods and Increments

Minimum Booking Periods:

• Small Truck: 3 hours

• Medium Truck: 4 hours

• Large Truck: 5 hours

• Extra-Large Truck: 6 hours

Increment Examples:

• If a job takes four (4) hours and three (3) minutes, the Client will be charged for four (4) hours and thirty (30) minutes.

• If a job takes five (5) hours and thirty-five (35) minutes, the Client will be charged for six (6) hours.

• If a job takes three (3) hours and forty-five (45) minutes, the Client will be charged for four (4) hours.