Terms & Conditions

Introduction 

These Terms and Conditions outline the rights, obligations, and responsibilities of all parties involved in this Agreement. “You” or “Your” refers to the Customer, and “We,” “Us,” or “Our” refers to AusCityMovers, the Remover. These Terms and Conditions may be amended or varied by mutual agreement, provided that such changes are made in writing. 

Clauses 8, 9, 10, and 11 contain limitations on our liability concerning certain loss and damage risks that are beyond our control. We recommend that you arrange for insurance to cover your goods or premises. Upon request, we can arrange insurance for your benefit, which will be separate from this Agreement and subject to the terms and conditions of the insurance policy. 

 Our Quotation

1.1 Unless otherwise specified, our quotation does not include insurance, customs duties, port charges (including but not limited to demurrage, inspections, or any taxes or fees payable to government bodies or agencies). 

1.2 Our quotation is valid for seven (7) days from the date of issue. In the event that additional charges are incurred under the following circumstances, these will be applied: 

1.2.1 If the work does not commence within seven (7) days after your acceptance of the quotation. 

1.2.2 If there are changes in our costs due to factors such as currency fluctuations, changes in taxation, fuel or freight rates, or any other factors outside our control. 

1.2.3 If delays or unforeseen events occur that increase or extend the resources or time required to complete the agreed-upon work. 

1.2.4 You agree to pay for any reasonable charges arising from the above circumstances. 

1.2.5 Our liability for loss and damage is limited as specified in Clauses 8 and 10. 

 

  1. Insurance

2.1 AusCityMovers agrees in writing to provide standard public liability and marine insurance. Further details of these insurances are outlined in Clauses 2.2 through 2.4. 

2.2 We provide standard public liability insurance and standard marine insurance at no additional cost to you, the Customer. 

2.3 The coverage for public liability insurance is up to $10 million, and the coverage for marine insurance is up to $10,000 per truck load. The excess amounts for these insurances are $500 for public liability and $250 for marine insurance, payable by you. 

2.4 A Certificate of Currency for the above insurances is available upon request. 

2.5 If you wish to increase the coverage or reduce the insurance excess fee for the insurances mentioned, you must agree in writing to the revised terms and pay the additional charges prior to the commencement of the move. 

  1. Work Not Included in the Quotation

2.1 Unless otherwise agreed in writing, AusCityMovers will not: 

2.1.1 Disconnect, reconnect, dismantle or reassemble appliances, fixtures, fittings, or equipment. 

2.1.2 Take up or lay fitted floor coverings. 

2.1.3 Move items from a loft unless it is properly lit, floored and safe access is provided. 

2.1.4 Dismantle or assemble garden furniture and equipment, including but not limited to sheds, greenhouses, garden shelters, outdoor play equipment, satellite dishes, or move paving slabs, planters, or similar items. 

2.1.5 Our movers are only equipped with standard tools, which will be provided upon request at the time of booking. If special tools are required, it is the Customer’s responsibility to make the necessary arrangements. 

Note: Our movers are not authorized or qualified to perform such tasks. We recommend that a suitably qualified person is hired separately to carry out these services. 

 

  1. Your Responsibilities

3.1 It is the Customer’s responsibility to: 

3.1.1 Arrange for adequate insurance coverage for the goods being moved, against all insurable risks, as our liability is limited under Clauses 8 and 10. 

3.1.2 Obtain, at your own expense, all necessary documents, permits, permissions, licenses, and customs clearance required for the removal process to be completed. 

3.1.3 Be present or ensure proper representation throughout the collection and delivery of the goods. 

3.1.4 Take reasonable steps to ensure that nothing is left behind that should have been removed, and that no items are taken away by mistake. You are also responsible for verifying that all goods submitted for removal are delivered in full at the final destination. You may inspect the vehicle if you have any concerns. 

3.1.5 Ensure that inventories, receipts, waybills, job sheets, or other relevant documents provided by us are signed by you or your authorized representative to confirm the collection or delivery of the goods. 

3.1.6 Provide proper protection for any goods left in unoccupied or unattended premises, or where other individuals (e.g., tenants, workers, etc.) are or will be present. 

3.1.7 Ensure that all appliances or electronic equipment are properly prepared and stabilized before removal. 

3.1.8 Empty, defrost, and clean refrigerators and deep freezers. We are not responsible for the contents. 

3.1.9 Ensure that all domestic and garden appliances, including but not limited to washing machines, dishwashers, hose pipes, and petrol lawnmowers, are clean, dry, and free of any residual fluids. 

3.1.10 Provide us with an up-to-date and correct contact address and phone number during the transit of the goods. 

3.1.11 Ensure that items will fit in the new premises (e.g., size of the sofa and size of the door/aperture). Our removalists are not insured to remove doors or windows to accommodate large items, and will not be responsible for such actions. If the items cannot fit, they will be left outside, and it is your responsibility to arrange for a specialist if needed. 

3.2 It is your responsibility to inform us of any awkward access conditions. These may include, but are not limited to, no vehicle access, lack of parking near the property, and cramped stairways or hallways. We reserve the right to impose additional charges if unforeseen circumstances arise (e.g., delays in gaining access, incorrect addresses, waiting for keys, etc.). 

3.2.1 Parking arrangements are the Customer’s responsibility. If parking is not available near the property, you must obtain a permit from the local council. If parking is not pre-arranged, you must inform us of the closest legal parking options (e.g., 50 yards, 100 yards away). In such cases, extra charges may apply. We recommend reserving a parking space for the van or contacting the local council to arrange a suspension or permit if needed. Any parking fines incurred due to failure to arrange proper parking will be the Customer’s responsibility and must be paid on completion of the service. AusCityMovers will not park illegally, and our driver may need to leave if no legal parking is available. 

3.3 Other than where caused by our negligence or breach of contract, AusCityMovers will not be liable for any loss, damage, costs, or additional charges resulting from your failure to fulfill the responsibilities outlined in this section. 

  1. Goods Not to Be Submitted for Removal

4.1 Unless otherwise agreed in writing by a director or other authorized representative of AusCityMovers, the following items must not be submitted for removal and will under no circumstances be moved by us. The items listed below may pose risks to health and safety, and other potential hazards, and you should make alternative arrangements for their transportation: 

4.1.1 Items that may present health, safety, or fire risks, including but not limited to hazardous, explosive, or flammable substances such as gas bottles, aerosols, paints, firearms, and ammunition. 

4.1.2 Prohibited or stolen goods, drugs, pornographic material, or any goods deemed dangerous or illegal. 

4.1.3 Valuables, including jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins, or collections of similar items. 

4.1.4 Pest-infested goods or goods that may encourage vermin or other pests or cause contamination. 

4.1.5 If we determine that any goods are hazardous to health, dirty, unhygienic, or likely to attract pests, we will notify you as soon as possible. In such cases, we may refuse to accept such goods or offer specific conditions under which they may be moved. If we refuse to accept the goods, we will not be liable for any loss or inconvenience caused. 

4.1.6 Perishable goods or those requiring a controlled environment, including refrigerated or frozen items. 

4.1.7 Animals, birds, fish, reptiles, or plants. 

4.1.8 Goods requiring a special license or government permission for export or import. 

 

  1. Ownership of Goods

5.1 By entering into this Agreement, you guarantee that: 

5.1.1 The goods to be removed are your property, or they are free of any legal charge or encumbrance. 

5.1.2 You have the full authority of the owner or any party with a legal interest in the goods to enter into this Agreement. You have informed the owner of these terms and conditions prior to entering into this Agreement, and the owner has consented to these terms. 

 

  1. Cancellation & Refund Policy

6.1 Once your booking has been confirmed, AusCityMovers reserves time in our schedule and assigns movers to your job. If you wish to cancel or amend your booking, please refer to the following cancellation and refund policy: 

6.1.1 Cancellation prior to 24 hours before job commencement: No cancellation fee will be charged. 

6.1.2 Cancellation within 24 hours of job commencement: You will be charged a minimum of “one-hour charge” as a cancellation fee (as quoted at the time of booking). Any amount deposited at the time of booking will be applied toward the cancellation fee. 

6.1.3 To reschedule or cancel your booking, please contact us via email or telephone. 

 

  1. Payment Requirements

We at Aus City Movers accept cash and all major credit cards (with a 1.5% surcharge except Amex card). Final payment can be made via cash, bank transfer (BT), BPAY, or EFTPOS. We reserve the right to request an initial deposit to confirm your booking.

 

  1. Our Liability and Guarantee for Loss or Damage

We guarantee all jobs we perform. Below is our Liability Matrix, which outlines our responsibilities and the corresponding options available to you in the event of damage. Note that we are only liable for tasks carried out by us or our agents, and not for tasks performed by you or your agents. Please refer to Clause 11 for the time limits on reporting damages. 

Liability Options: 

Option A: If the damage is caused by our negligence, we will repair the item to its prior condition, arrange a replacement if the item is beyond repair, or compensate you for the damage based on its pre-damage value. If we cannot agree on the compensation value, an independent valuer will assess it at our mutual cost. 

Option B: If the damage arises from defective packaging or unpacking not performed by us or our agents, we will not be liable. However, if the damage is caused by our negligence, we will offer the remedies outlined in Option A. 

Option C: If the damage arises from defective packaging, loading, unloading, or unpacking not performed by us or our agents, we will not be liable. However, if the damage is caused by our negligence, we will offer the remedies outlined in Option A. 

Option D: If the damage arises from defective packaging, loading, or unpacking not performed by us or our agents, we will not be liable. However, if the damage is caused by our negligence, we will offer the remedies outlined in Option A. 

Option E: If the damage arises from defective unpacking not performed by us or our agents, we will not be liable. However, if the damage is caused by our negligence, we will offer the remedies outlined in Option A. 

Our liability under all of the above options is limited as per Clause 10. 

 

  1. Damage to Premises or Property Other Than Goods

9.1 As third-party contractors or other individuals may be present during collection or delivery, it may not always be possible to establish who is responsible for any loss or damage. Therefore, our liability is limited as follows: 

9.1.1 If we cause loss or damage to premises or property other than the goods being removed, our liability is limited to repairing the damaged area only. 

9.1.2 If damage is caused by following your expressed instructions (against our advice), where we believe the manner of moving goods could cause damage, we will not be liable. 

 

  1. Exclusions of Liability and Delays

We will provide coverage for any physical damage resulting from dropping, mishandling, or improper handling of items by us, except in the following cases: 

  • Defective packaging or handling by you or third parties. 
  • Delays caused by external factors that are beyond our control (e.g., weather, traffic, access to the properties/narrow stairs access/enclosed section of particular goods, heavy/delicate goods or acts of force majeure). 

10.1 Liability 
10.1.1 AusCityMovers shall not be liable for any loss or damage caused by fire or explosion. It is your responsibility to insure your goods against such risks. Should you request us to arrange fire insurance coverage, we will do so, provided you declare the full replacement value of your goods and pay the required premium in advance. 

10.1.2 We are not liable for any damage to televisions that are not packed in a suitably sized and shaped box, computer components and peripherals, photocopiers, scientific instruments, musical instruments not housed in hard cases, architectural models, or sculptures. 

10.1.3 We do not accept liability for damage to items of glass, including mirrors, table tops, picture glass, and glass cabinets, if they have not been properly packed or wrapped securely. 

10.1.4 Stone items, including marble, granite, composite materials, and similar products, will be handled with extra care. However, due to their fragile nature, we do not provide coverage for these items under our insurance. 

10.1.5 We will not be responsible for furniture that is intended to be flat-packed but has not been disassembled or is made of pressed wood (e.g., IKEA-style furniture). 

10.1.6 For customers using mobile storage, we do not provide coverage for any items packed inside mobile storage containers under any circumstances. We will not be liable for any internal issues as long as the items were properly secured in the vehicle and not mishandled by us. 

10.1.7 If you or anyone acting on your behalf participates in the move, we will not be liable for any damages that occur to your goods during the process. 

10.1.8 If our movers warn you about the inappropriate packaging or condition of your goods and you still instruct them to proceed, we will not be held responsible for any resulting damage. 

10.2 Delays 
10.2.1 AusCityMovers shall not be liable for delays or failure to provide services under this Agreement if caused by external factors beyond our reasonable control, such as war, terrorism, invasion, civil unrest, acts of God, adverse weather, third-party industrial actions, changes to schedules, port congestion, or similar events. 

10.2.2 We will make every effort to arrive within the estimated timeframe provided. However, the estimated arrival time is for reference only and is subject to delays caused by prior jobs or customer-related issues. We cannot guarantee the exact time of arrival. 

10.2.3 Delays in pick-up or delivery may occur due to unavoidable circumstances such as traffic accidents or weather conditions. 

10.2.4 We accept no responsibility for losses incurred by customers due to delays in pick-up or delivery that are unforeseen or beyond our control. 

10.3 Negligence 
10.3.1 Other than in the case of negligence or breach of contract by us, we will not be liable for any loss, damage, or failure to produce the goods as a result of: 

10.3.2 Normal wear and tear, natural deterioration, leakage, evaporation, or from goods that are perishable or unstable. This includes items left within furniture or appliances. 

10.3.3 Moth infestations, vermin, or similar pests. 

10.3.4 Cleaning, repairing, or restoring goods unless we arranged and approved the work. 

10.3.5 Changes caused by atmospheric conditions such as dampness, mould, mildew, rust, tarnishing, or corrosion, unless directly linked to water ingress. 

10.3.6 Damage to goods inside wardrobes, drawers, appliances, or any container (e.g., boxes or cartons) that was neither packed nor unpacked by us. 

10.3.7 Electrical or mechanical failure in appliances, instruments, clocks, computers, or other equipment unless there is external damage evident. 

10.3.8 Goods with pre-existing defects or inherent flaws. 

10.3.9 Perishable items or goods requiring controlled environments, as outlined in Clause 4. 

10.4 Employee/Subcontractor Liability 
No employee or subcontractor of AusCityMovers shall be separately liable to you for any loss, damage, misdelivery, errors, or omissions under the terms of this Agreement. 

10.5 Cessation of Liability 
Our liability will cease once the goods are handed over to you or your authorized representative. The time of delivery will be as specified in Clause 11 below. 

10.6 Limits of Liability 
We will not be liable for any loss or damage caused by us or our employees or agents under circumstances where: 

  • (a) There is no breach of this Agreement by us or our agents; or 
  • (b) The loss or damage is not a reasonably foreseeable result of any breach by us. 
  1. Time Limits for Claims
    For goods that are damaged and for which we are liable as per the Liability Matrix in Clause 8, the following time limits apply:

11.1 Goods that are fully inspectable must be reported for any damage caused by our negligence before the movers leave the premises. 

11.2 Goods that are not fully inspectable (e.g., items packed in boxes) must be reported for any damage caused by our negligence within 24 hours of the completion of the move. 

  1. Delays in Transit
    12.1 Other than by reason of our negligence or breach of contract, we will not be liable for delays in transit.

12.2 We shall not be liable for delay in transit if time is not the essence of the contract. 

12.3 If, through no fault of our own, we are unable to deliver your goods, we will take them into storage. The Agreement will then be considered fulfilled, and any additional services, including storage and re-delivery, will be at your expense. 

  1. Our Right to Hold Goods (Lien)
    AusCityMovers has the legal right to retain goods until all outstanding charges are paid. If you fail to pay, we may withhold or dispose of your goods, and you will be responsible for any costs incurred in doing so, including storage fees and legal expenses. The goods will be handed over to the customer on the payment of the outstanding charges. The company shall retain the goods in the storage for maximum for 30 days and thereafter, the company shall be entitled to dispose off the goods without any prior notice or any intimation. Any amount received on such disposal shall be first adjusted towards the outstanding charges of the customer.
  1. Our Right to Subcontract the Work
    We reserve the right to subcontract some or all of the work involved in the moving process. If we do so, these terms and conditions will still apply.
  1. Route and Method
    We have the right to choose the method and route for completing the job. Unless specifically agreed otherwise in writing, any available space or capacity in our vehicles or containers may be used for consignments belonging to other customers.
  1. Our Right to Sell or Dispose of Goods
    If payment for your goods is overdue, we will notify you of our intention to sell or dispose of them after 30 days. If you do not remove your goods and pay the outstanding charges, we will sell or dispose of your goods, with the costs of the sale charged to you. The net proceeds will be credited to your account, and any remaining balance will be sought from you.
  1. Toll Charges
    Any toll charges incurred during transit will be passed on to you, the customer, unless otherwise stated in writing.
  1. Staff Abuse
    Verbal or physical abuse directed at our staff will not be tolerated. If our staff is forced to leave the job due to any form of abuse, you will still be liable to pay the full amount due for the job.
  1. Photos and Videos
    By using our services, you authorize AusCityMovers to:

19.1 Take photos or videos of you during the service for review purposes. 

19.2 Copy, use, and share any posts, photos, or reviews about our company from public platforms or social media, without restriction or prior consent. We may use these materials for promotional or advertising purposes. 

19.3 You agree that any photos, videos, or posts shared with us become our property, and you forfeit any rights to claim remuneration or demand their removal. 

  1. Termination of Service
    We reserve the right to decline or terminate any job under the following circumstances:

20.1 If incorrect information was provided at the time of booking or quoting. 

20.2 If the customer’s behaviour is deemed unacceptable by our staff. 

20.3 If the work environment is deemed unsafe or hazardous to our staff. 

  1. Default

21.1 The Customer will be considered in default if any of the following occur: 

(a) The Customer fails to pay for any Goods or Services by the due date; 

(b) The Customer breaches this agreement and fails to rectify the breach within seven days of receiving notice; 

(c) The Customer cancels the delivery of Goods or Services; 

(d) The Customer commits an act of bankruptcy, or allows a trustee in bankruptcy or receiver and manager to be appointed over the Customer or any of its property; 

(e) The Customer allows a judgment or order to be enforced or become enforceable against their property. 

In such cases, the Company reserves the right to: 

(i) Enter the Customer’s premises (doing all that is necessary to gain access) to reclaim possession of any or all Goods supplied under this contract; 
(ii) Resell the Goods concerned; 
(iii) Terminate the agreement; 
(iv) Sue for any outstanding amounts owed. 

21.2 The Customer will be deemed in default if they fail to pay any amounts when requested. The Customer acknowledges and agrees that the Company is authorized to contact a credit reporting agency at any time during the term of this Agreement to assess the Customer’s creditworthiness. 

21.3 The Customer authorizes the Company to exchange information with credit reporting agencies or other relevant parties to enforce this Agreement and manage the ongoing relationship between the Company and the Customer. 

21.4 Should payment remain overdue for more than 30 days, the Company reserves the right to report the delinquent account to a credit reporting agency. 

21.5 If the Company refers any outstanding account to a debt collection agency, the Customer acknowledges that they will be responsible for debt collection fees, calculated at a minimum of 20% plus GST of the outstanding amount. In addition, the Customer will be liable for interest and any legal recovery costs incurred by the Company, calculated on a solicitor-client or indemnity basis.