Terms and Conditions

Our Quote is based on the information you provide. It stays open for 14 days unless we say otherwise.

A booking is made when you accept a Quote (in writing, by paying a deposit, or by confirming a date with us) and we issue a Booking Confirmation. That creates the Contract between you and Movewise Relocations Pty Ltd.

By making a booking you confirm that you have authority to bind every person you represent, and that each of them agrees to these terms.

We may use subcontractors to perform some or all of the Services. We remain responsible to you for the Services under this Contract.

A fixed price applies only where the Booking Confirmation says so, and only while the information you gave us is accurate and complete. Otherwise our Services are charged at the hourly rates on the Booking Confirmation (see clause 11).

We rely on what you tell us to quote, resource and perform the Services. You warrant that all information you (or anyone on your behalf) provide is accurate and complete.

Before we quote or start, you must tell us:

• (a) a reasonable estimate of the volume of Goods, so we can send the right truck and crew;
• (b) in writing, about any Goods that are fragile or brittle; are Dangerous Goods; are worth more than $1,000 individually; or need special care or skill that wouldn't be obvious from looking at them;
• (c) about any item over 100 kg or otherwise large or awkward (pianos, safes, pool tables, gym equipment, large fridges, stone benchtops, spa baths);
• (d) about access at every address: stairs and how many flights, lifts and whether they can be booked, long carries, narrow driveways, parking restrictions, strata or building rules.

If information turns out to be wrong or incomplete, we may at our discretion perform the Services strictly as quoted, adjust our charges for the extra or changed work, or (where safety or feasibility is affected) decline the affected part of the Services.

We may decline to provide Services, or to handle particular Goods, at our discretion before starting, without giving reasons and without liability to you.

We decide the method, manner, timing and route of the Services, including the number and size of vehicles, even if we indicated something different beforehand.

Times are estimates. Arrival windows and completion times are our best guide. Earlier jobs can finish early or run over, traffic and weather happen, and we don't control them. We will keep you informed, but a delay does not entitle you to compensation or to end the Contract.

You must present the Goods in a condition that lets us do the job — packed properly to withstand normal handling and transport, unless you have booked us to pack.

Parking and access are your responsibility at every address, allowing for early or late arrival. If our truck cannot park close to the door, or access is restricted, the job takes longer and any extra time, permits, fines or costs are charged to you.

Our crews will not remove shoes, work in unsafe conditions, or handle items we consider unsafe to move. We may pause or stop work where there is a risk to people or property.

You warrant that the Goods:

• (a) are owned by you or someone you are authorised to represent;
• (b) comply with all laws about their nature, condition and packaging;
• (c) do not include Dangerous Goods unless you have disclosed them under clause 3.2(b).

You warrant that we may enter every premises where Services are performed, and that you hold all consents needed if you don't own the premises.

If we discover undisclosed Dangerous Goods, you authorise us to deal with, dispose of or destroy them as we consider appropriate, at your cost and without liability to you, and you indemnify us for any resulting loss or cost.

We are not common carriers and accept no liability as such.

You (or someone you authorise) must be present at every pick-up and delivery address for the whole time we are there, including at any storage facility. You are responsible for checking that everything is loaded and delivered and that nothing belonging to someone else is loaded by mistake. You will pay our additional charges (including storage) for anything overlooked or loaded in error, and indemnify us for claims by third parties about their goods.

If we cannot deliver because no one is present, we cannot gain access, or for another reason outside our reasonable control, we may at our discretion return the Goods to the pick-up address, store them at a reasonable location near the delivery address, or deliver them to another address you nominate — and charge you our costs of doing so, including redelivery. Doing any of these fully discharges our delivery obligation unless we agree otherwise.

Heavy and awkward items. We may refuse to move items over 100 kg or items that are large or awkward if you didn't tell us about them when booking. Such items carry a separate charge and, unless disclosed and quoted, are moved at your sole risk.

Unconventional handling. If you ask, we may — but are not obliged to — move Goods through windows, over balconies, via external stairs, or remove and reinstate doors or window frames, using hired equipment such as cranes where needed. Additional charges apply and any resulting damage is at your sole risk.

You must ensure loading docks and lifts are available to us (exclusively where possible) at both ends for the whole job, and that our vehicles can access and park at each address.

Items we will not move without prior written agreement: cash, jewellery, bullion, negotiable instruments, firearms, ammunition, illegal items, live animals, plants across state borders, and open or perishable food. These should travel with you.

Disassembly and reassembly. Standard removals include basic disassembly and reassembly of beds and simple furniture where reasonably practical. Complex items (flat-pack furniture, gym equipment, cots, wall-mounted items, appliances requiring plumbing or electrical work) are excluded unless quoted. We don't disconnect or reconnect gas, water or electrical appliances.

Interstate and long-distance moves are performed as a dedicated load or a shared (consolidated) load, as stated on the Booking Confirmation.

Delivery windows are estimates, not guarantees. Shared loads in particular depend on other customers' bookings, route, weather, road closures, ferries and freight schedules. We will give you an estimated window and keep you updated. We are not liable for costs you incur from a change to the estimated window (accommodation, time off work, alternative arrangements) — please plan with some flexibility.

An itemised inventory is prepared at loading. You (or your representative) should check and sign it. The inventory is the record of what we carried.

Goods in a shared load may be transferred between vehicles or held briefly at a depot in transit. That is normal practice and doesn't affect our obligations under this Contract.

Vehicle transport is provided door-to-door or depot-to-depot as stated on the Booking Confirmation, using our own carriers or licensed transport partners.

A photographed condition report is completed at collection and at delivery. Any damage claim must be noted on the delivery report at the time of delivery; we cannot accept claims raised after the vehicle has been released to you.

The vehicle must be delivered to us roadworthy (unless agreed otherwise), with no more than a quarter tank of fuel, no loose items inside, and no personal effects. Personal effects left in a vehicle are carried at your sole risk and are not covered by any insurance.

Collection and delivery times are estimates (clause 4.3 and 7.2 apply). Pre-existing damage, mechanical faults, wear and tear, and damage to non-standard fittings (aerials, spoilers, roof racks, toolboxes) are not covered.

Storage is charged for the agreed period on the Booking Confirmation, payable in advance. If Goods remain in storage beyond the agreed period, our standard storage rate continues to apply.

We may move stored Goods to another facility at no cost to you. We will give you at least 7 days' notice of the new address, or as much notice as possible in an emergency.

You may inspect stored Goods with reasonable notice. An access charge may apply.

You may have Goods released from storage at any time on reasonable notice, provided all storage charges for the agreed period are paid. Short-notice release may attract an additional charge.

You must remove Goods from storage at the end of the agreed period (or, where none was agreed, when we ask in writing with reasonable notice). If you don't, and any amount is unpaid, we may give you 14 days' written notice of our intention to sell the Goods. If the Goods aren't collected and the account settled within that period, we may sell all or any of the Goods by public auction or, if impractical, private sale, and apply the proceeds to what you owe us. Any surplus is paid to you; any shortfall remains payable by you.

Stored Goods are not insured by us. Arrange your own insurance for Goods in storage. We can refer you to an insurer on request.

Standard removals do not include packing, or unpacking beyond placing items on a floor or flat surface. Packing, unpacking, cleaning, car relocation and other services must be booked in advance and are charged separately.

Packing. Where we pack, we use materials suited to the item and label cartons by room. Where you pack, you are responsible for the packing standard, and we are not liable for damage to the contents of cartons we did not pack unless the carton itself shows external damage caused by us.

Unpacking. Includes emptying cartons and placing contents on surfaces or into cupboards as directed, and removing flattened cartons and packing paper. Furniture assembly, hanging pictures, connecting appliances and arranging a room are excluded unless quoted.

Cleaning. End-of-lease and pre-settlement cleaning is performed to the checklist on the Booking Confirmation. We do not guarantee bond refunds — bond return is assessed by your agent against the entry condition report and may be affected by matters outside a clean. We don't guarantee removal of every stain, mould or damage. If your agent identifies an item on the checklist as unsatisfactory within 72 hours, tell us and we will return once to re-clean that item at no charge.

We are not liable for damage caused by pre-existing defects, wear, or the condition of a property.

Our rates and any additional charges are set out on the Booking Confirmation.

Hourly jobs are charged in 30-minute increments, rounded up, at the rates on the Booking Confirmation, unless a fixed price applies (clause 2.5). Time starts on arrival at the first address and includes travel between addresses. Local removals include a minimum charge and a return-travel charge as stated on the Booking Confirmation.

Any fuel levy or travel charge on the Booking Confirmation applies to the whole invoice.

Deposits. A deposit may be required to secure a booking and is stated on the Booking Confirmation. Deposits are applied to the final invoice.

Cancellations and changes.

• (a) Cancellation more than 48 hours before the booked start: deposit refunded in full (or, if no deposit was paid, no charge).
• (b) Cancellation within 48 hours of the booked start: deposit forfeited.
• (c) Cancellation on the day, or if the Goods are not ready or accessible when we arrive: the minimum charge on the Booking Confirmation is payable.
• (d) Rescheduling: we'll do our best to accommodate a new date. Where the change causes us costs (including lost work), we may charge those costs.
• (e) Interstate, storage and car relocation bookings may have different cancellation terms, which will be stated on the Booking Confirmation and take precedence.

When to pay. Unless agreed in writing: removals are paid on completion of the job (for multi-day jobs, at the end of each day); storage is paid in advance; interstate moves may require payment or a balance before Goods are unloaded, as stated on the Booking Confirmation. We may decline to unload until payment is made.

How to pay. Cash, bank transfer (cleared before or at completion), or an approved card. Card payments attract a processing fee as notified to you — currently 1.5% for Visa and Mastercard and 2.5% for American Express, unless we tell you otherwise.

Third-party costs. You must pay or reimburse all third-party costs we incur in performing the Services, including tolls (both directions), parking, parking permits, parking fines incurred while acting reasonably, ferry charges, crane or equipment hire, and building or council fees.

If you and we agree in writing that a third party will pay our charges and they don't pay by the due date (or within 7 days of invoice if no date is set), you must pay.

Late payment. If any amount is more than 7 days overdue, we may charge interest daily from the due date until paid, at the National Australia Bank maximum personal overdraft rate for amounts under $100,000 plus 2%. If we use a collection agency or take legal action, you must pay our recovery costs including agency fees, court costs and legal costs.

Payments must be made in full without set-off, counterclaim, withholding or deduction unless required by law.

All Goods in our possession are subject to a general lien for any amounts you (or anyone you represent) owe us under this or any other agreement.

If an amount is outstanding for 14 days, we may give you 14 days' written notice of our intention to sell Goods subject to the lien. If the amount remains unpaid after that period, we may sell all or any of the Goods by public auction or, if impractical, private sale, and apply the proceeds to the debt. Any surplus is paid to you.

Exercising our lien doesn't limit our other rights to recover amounts due.

We hold public liability insurance and transit insurance covering our operations. The extent of any cover for your Goods, and any excess, is stated on the Booking Confirmation. We strongly recommend you also insure your Goods while they are in our possession or control. Your home and contents insurer may already cover transit — check your policy.

If you ask us in writing, we can refer you to an insurer or help arrange transit or storage insurance. We may receive a commission for doing so.

If we pay you any amount for loss, damage or delay (whether or not we were obliged to), you irrevocably assign to us your rights under any insurance policy to recover that amount, appoint us your attorney to claim it, and agree to sign whatever is reasonably needed to give effect to this clause.

You must comply with the terms of any insurance policy (including claim deadlines). We are not liable for any loss caused by your failure to do so.

You must tell us in writing, promptly, about any public liability or other claim that has arisen or might arise from the Services, so our own insurance is not prejudiced.

If you book our Packing Services and we pack your Goods using our protective wrapping, then subject to this clause we guarantee those Goods (Guaranteed Goods) will be delivered free from breakage — or we will remedy under clause 15.4.

To rely on this guarantee you must:

• (a) before we start, demonstrate to our reasonable satisfaction that the Guaranteed Goods are in working order and undamaged; and
• (b) unless we are also unpacking, unwrap and check the Guaranteed Goods before our crew leaves the delivery address and identify to us any that are damaged.

The guarantee does not apply to: paintings, artwork, artefacts, sculptures, glassware, foodstuffs, jewellery, items made with gold, silver, diamonds or precious stones, bullion, cash, securities or negotiable instruments; damage caused by delay, deterioration, inherent defect, act of God, dismantling or reassembly, electrical or mechanical fault; or damage at your sole risk under clauses 6.4 or 6.5.

Where Guaranteed Goods are damaged in transit, we will at our discretion repair or replace them, or pay the cost of repair or replacement. That fully discharges our obligations under this clause.

Check your Goods at delivery. Note any loss or damage on the inventory or delivery record before our crew leaves, or notify us in writing within 7 days of delivery with photographs and a description. We can't properly investigate claims raised after that time and may decline them.

Don't dispose of or repair damaged items until we have had a reasonable opportunity to inspect them.

We will acknowledge your claim within 1 business day and aim to resolve it within 14 days. Where a claim is accepted, we may at our discretion repair, replace, or pay the reasonable cost of repair or replacement, or compensate you for the depreciated value of the item.

If you're not satisfied with how we've handled a complaint, you may contact the fair trading body in your state or territory, or pursue any other rights available to you under the Australian Consumer Law.

Your consumer rights are protected. Nothing in these terms excludes, restricts or modifies any guarantee, condition, warranty or right under the Australian Consumer Law or any other law that cannot lawfully be excluded (Non-excludable Rights). Our Services come with guarantees that cannot be excluded under the Australian Consumer Law.

To the maximum extent permitted by law, and except for Non-excludable Rights, we exclude:

• (a) all terms, conditions and warranties implied by statute, common law or custom;
• (b) liability for indirect or consequential loss, including loss of profit, revenue, use, contract or goodwill, increased operating costs, and loss arising from third-party claims;
• (c) liability for loss or damage caused by your breach of these terms, inadequate packing by you, undisclosed items, or matters outside our reasonable control.

To the maximum extent permitted by law, and except under clause 15 and for Non-excludable Rights, our total liability to you for breach of these terms is limited to the lesser of the amount paid or payable for the Services to which the breach relates, or $1,000.

Where our liability for breach of a Non-excludable Right can be limited, it is limited at our option to: for goods — replacing or repairing them, supplying equivalent goods, or paying the cost of doing so; for services — resupplying them or paying the cost of resupply.

You acknowledge that these limitations are reasonable given the nature of removal services, the availability of insurance, and the price of the Services.

These terms and the Booking Confirmation are the entire agreement between us about their subject matter and replace all earlier discussions. If they conflict, the Booking Confirmation prevails for the specific booking.

If any provision is unenforceable, it is to be read down or severed and the rest of the terms continue.

A waiver must be in writing. A failure or delay in exercising a right isn't a waiver of it.

Our rights are cumulative and in addition to our rights at law.

We may amend these terms where reasonable. Changes apply to bookings made after the change is published on our website. For an existing booking we will give you at least 2 days' notice; if you don't accept the change you may cancel the affected booking without cancellation charge.

You may not assign your rights under the Contract without our written consent. We may assign or subcontract our obligations.

These terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and the courts entitled to hear appeals from them.