Terms & Conditions
Official Master Terms & Conditions
Big Stuff Movers, ABN 93 677 872 212, based in Melbourne, Victoria, Australia. These Terms and Conditions ("Terms") govern your use of the Big Stuff Movers website and the removal services provided by us.
By requesting a quote, making a booking, or using our services, you agree to be bound by these Terms. Please read them carefully.
1. Definitions & Parties
1.1 Entities
In these terms and conditions, "We", "Us", and "Our" mean Big Stuff Movers (the Service Provider); "You" and "Your" mean the party entering into the agreement for services with us, including the party to whom our quotation is addressed and the party by whom the acceptance is signed.
1.2 Objects & Services
"Goods" means all furniture, effects, and items which are to be the subject of the service; "Services" means the whole of the work undertaken by Us in connection with the goods, including removal and (if applicable) storage.
1.3 Subcontracting & Himalaya Clause
We reserve the right to subcontract the whole or any part of the Services. Any person or company we subcontract shall have the full benefit of all provisions in these terms (including all limitations of liability, exclusions, and claim windows) as if such provisions were expressly for their benefit. In entering into this agreement, we do so on our own behalf and as agent and trustee for our subcontractors. Notwithstanding this clause, we remain responsible to you for ensuring the services are provided with due care and skill, and we acknowledge that our liability to you is governed by the Australian Consumer Law.
2. Not Common Carriers
WE ARE NOT COMMON CARRIERS AND ACCEPT NO LIABILITIES AS SUCH. We reserve the right to refuse to quote for the carriage of goods for any particular person and for any carriage of goods or classes of goods at our absolute discretion.
3. Legal Framework & Special Item Exclusions
3.1 ACL Compliance
These terms are subject to the Australian Consumer Law (ACL). We guarantee that our services will be provided with due care and skill and will be reasonably fit for purpose. Nothing in these terms excludes your non-excludable statutory rights.
3.2 Licensing Disclaimer
Our employees and agents are professional removalists and are not licensed electricians, plumbers, or carpenters. We accept no liability for the disconnection or reconnection of appliances (washing machines, dishwashers, fridges) or electronics. Any assistance provided is at the Customer's sole risk.
3.3 Electronics & Appliances
We accept no liability for the internal mechanical or electrical derangement of electronics, appliances (fridges, washing machines, dishwashers), or scientific instruments, regardless of whether they are packed by us or the customer.
3.4 Pianos, Glass & Scientific Instruments
Pianos, scientific instruments, and large glass items (tabletops, mirrors) are moved only at the Customer's risk unless specialized professional crating is requested and paid for in advance. We are not liable for the structural integrity or tuning of pianos after transit.
4. Customer Disclosures & Access Obligations
4.1 Restricted Access Disclosure
The Customer must disclose all restricted access at both locations (stairs, elevators, narrow hallways, long carries over 15m). Delays caused by undisclosed access issues are chargeable at our standard hourly rate.
4.2 High-Value Items
You must declare in writing any item with a value exceeding $1,000 prior to the move. Failure to disclose limits Our liability to the standard caps in Section 5.4.
4.3 Inventory & Packing
Our quote is based on the inventory provided. We reserve the right to re-quote if volume exceeds the inventory. We reserve the right to refuse handling loose items not properly secured in boxes.
5. Liability, Claims & Property Damage
5.1 Pre-existing Damage & Wear
The Company is not liable for pre-existing damage, or normal wear and tear inherent in moving aged, fragile, or second-hand items.
5.2 Inherent Risk (Flat-Pack)
We are not liable for damage to items made of pressed wood or particle board (e.g., IKEA), as these are inherently susceptible to structural failure during movement.
5.3 Incidental Property Damage
We are not liable for minor incidental scuffs or scratches to walls/floors inherent to moving heavy items in confined spaces. Customer is responsible for protection.
5.4 Liability Caps
Where negligence is proven, liability is capped at $300 per item (Max $1,000 total). Customer pays the first $150 (excess) of any claim.
6. Payments, Fees & Cancellations
6.1 Payment Milestone
Payment is required when 80% of unloading is complete. Unloading will pause until verification.
6.2 Methods & GST
We accept Osko Transfer or Card (Surcharges: 2% to 3%). A 10% GST applies to all charges.
6.3 Cancellation by Customer
In the event that the Customer elects to cancel a booking, any deposit paid by the Customer shall be non-refundable. The Customer acknowledges that such a deposit is intended to compensate the Company for administrative costs and the reservation of resources.
6.4 Notice & Refunds
If you provide more than 24 hours' notice for a cancellation, your payment (excluding deposit) will be refunded. Otherwise, if you cancel within 24 hours' notice, no refund will be provided. Cancellations made on the day of move or at the scheduled time of service will incur a minimum fee of 2 hours plus travel time.
6.5 General Lien & Power of Sale
We hold a legal lien over all Goods until full payment. If unpaid for 14 days, we reserve the right to sell the Goods at public auction to recover costs and storage fees ($25/sqm per night).
7. Safety & Operational Exclusions
7.1 Prohibited Items
No pets, plants, jewelry, cash, or hazardous materials. Move these personally.
7.2 Zero Tolerance
We maintain zero tolerance for aggression. Crew may cease work immediately if unsafe; Customer remains liable for full cost.
7.3 Force Majeure
We are not liable for delays caused by weather, traffic, road closures, or breakdowns.
8. Claims Procedure
8.1 Filing a Claim
The Customer must file any claim for loss or damage in writing within 24 hours from the date of the move. Claims submitted outside of this period shall be deemed null and void, and the Company shall have no liability in respect of such claims.
8.2 Evidence Required
The Customer shall provide all necessary documentation to support a claim, including but not limited to photographic evidence of the damage, proof of ownership, and any other relevant supporting documents. Failure to provide adequate evidence shall result in the denial of the claim.
9. Feedback and Dispute Resolution
If you encounter any issues during your move or wish to provide feedback regarding the conduct of our team, please reach out to us immediately. You can contact the Company by calling (03) 7044 8012 or by emailing Info@bigstuffmovers.com.au. We are committed to addressing all concerns promptly, fairly, and in good faith.
Contact Us
Big Stuff Movers, ABN 93 677 872 212
Level 19, 263 William St, Melbourne VIC 3000
Phone: (03) 7044 8012
Email: sales@bigstuffmovers.com.au
Big Stuff Movers — Master T&Cs