Big Stuff Movers (“the Company”) is dedicated to delivering a professional, high-quality, and stress-free moving experience. These Terms of Service (“Terms”) form a legally binding agreement that defines the rights, responsibilities, and obligations of both the Company and the customer (“Customer”). By choosing to use the Company’s services, the Customer confirms their full acceptance of and agreement to these Terms, without any exceptions or modifications.
2.1. Non-Electronic Items: The Company will handle all non-electronic items—such as furniture, decor, and household goods—with the highest level of care. However, should any damage occur, the Customer must report it to the Company within twenty-four (24) hours after the move is completed in order to file a valid claim under the applicable insurance policy. Claims submitted after this period will not be accepted, and the Company will not be held liable for any such damages.
7. Cancellations and Refund Policy
7.1. Cancellation and Refund:
Cancellations made more than 24 hours prior to the scheduled move are eligible for a refund. Cancellations on the same day of the move are non-refundable.
7.2. Booking Deposit:
To secure a booking, the Customer must pay a deposit as follows:
Local moves: AUD 50 deposit.
Regional moves: payment of the standard callout fee.
Interstate moves: deposit equal to 33.3% of the total move cost.
7.3. Cancellation by Customer:
If the Customer cancels, any deposit paid is non-refundable, as it compensates the Company for administrative costs and reserved resources. Same-day cancellations will require payment equivalent to a minimum job duration of 2.5 hours.
7.4. Cancellation by the Company:
If the Company cancels for reasons other than Customer breach of these Terms, any deposit paid will be refunded in full. This refund is the Customer’s sole remedy, and the Company bears no further liability.
8. Additional Terms
8.1. Toll Roads:
The Company will not use toll roads unless expressly requested by the Customer in writing. Any toll charges incurred at the Customer’s request are the Customer’s responsibility.
8.2. Amendments:
The Company reserves the right to amend these Terms at any time. Changes will be communicated via the Company’s website or email. Continued use of services after notification constitutes acceptance of the revised Terms.
9. Feedback and Issues During the Move
9.1. Customers experiencing issues or wishing to provide feedback may contact the Company at +61 448 658 865 or info@bigstuffmovers.com.au. The Company will make reasonable efforts to address concerns promptly and in good faith.
10. Customer Responsibilities
10.1. Inventory List:
The Customer must provide an accurate, complete inventory of all items to be moved. The Company is not liable for loss or damage to unlisted items.
10.2. Prohibited Items:
The Customer must not include hazardous, illegal, or prohibited items, including hazardous materials, illegal substances, or perishables. The Company reserves the right to refuse transport of prohibited items. The Customer assumes all liabilities arising from inclusion of such items.
10.3. Property Protection:
The Customer is responsible for protecting property such as floors, walls, and other vulnerable areas. The Company is not liable for damage to unprotected property.
11. Access and Preparation Requirements
11.1. Access Requirements:
The Customer must ensure premises are accessible, including arranging parking permits, elevator reservations, and clear entry points. The Company is not liable for delays or additional costs from inadequate access.
11.2. Preparation Requirements:
The Customer must prepare all items for moving before the crew arrives, including unplugging appliances and securing fragile items. The Company is not liable for delays or additional costs from inadequate preparation.
12. Governing Law
12.1. These Terms are governed by the laws of the state or territory where services are provided. Parties submit to the exclusive jurisdiction of courts in that location.
13. Delays and Waiting Time
13.1. Waiting Time Charges:
If the Company’s crew is delayed due to Customer-related issues (e.g., lack of access, unprepared items, payment delays), additional waiting charges at the Company’s standard hourly rate will apply.
13.2. Force Majeure:
The Company is not liable for delays or non-performance due to events beyond reasonable control, such as natural disasters, severe weather, road closures, strikes, terrorism, or other unforeseen circumstances. The Company may reschedule or cancel moves under such conditions without liability.
14. Valuables and Personal Effects
14.1. Customers are strongly advised to personally transport valuables, including jewellery, important documents, and personal effects. The Company is not liable for loss or damage to valuables during the move.
15. Storage Services
15.1. Short-Term Storage:
If the new location is unavailable, the Company may offer short-term storage upon Customer request. Storage fees are separate and governed by the Company’s storage agreement. Liability is limited as stated therein.
15.2. Storage Liability:
Liability for stored items is limited to external damage only. Damage from internal conditions, defects, or factors beyond the Company’s control is excluded. Customers should consider additional insurance for high-value stored items.
16. Claims Procedure
16.1. Filing a Claim:
Claims for loss or damage must be submitted in writing within 24 hours of the move. Late claims will be invalid, and the Company will have no liability.
16.2. Evidence Required:
Customers must provide supporting documentation such as photos and proof of ownership. Failure to provide adequate evidence may result in claim denial.
17. Crew and Labor
17.1. Number of Crew Members:
The Company will determine crew size based on job scope, size, and location, prioritizing safety, efficiency, and compliance.
17.2. Subcontractors:
The Company may use licensed and insured subcontractors, who will adhere to the same obligations and standards.
18. Limitations of Liability
18.1. Maximum Liability:
Liability for loss or damage is limited to AUD 100 per item or AUD 1,000 total, unless otherwise agreed in writing before the move.
18.2. No Liability for Consequential Losses:
The Company is not liable for consequential, incidental, or indirect losses such as lost profit, income, or business opportunity.
19. Damage to Premises
19.1. Damage to Property:
The Company is not liable for damage to premises unless caused by crew negligence. Customers should protect vulnerable areas.
20. Insurance
20.1. Public Liability Goods In Transit Insurance:
The Company provides insurance covering external damage during transit. Internal electronic damage without external signs or damage from inherent defects or poor packaging is not covered.
21. Pets and Living Organisms
21.1. Pet Transportation:
The Company does not transport pets, plants, or living organisms. Customers must arrange separate lawful transport.
22. Disposal of Unwanted Items
22.1. Disposal Fees:
Disposal of unwanted items incurs additional fees. Customers must ensure compliance with local regulations and bear all related costs and liabilities.
23. Additional Clauses
23.1. Disassembly and Reassembly:
Upon request, the Company may disassemble/reassemble furniture but is not liable for damage from pre-existing defects, wear, or improper assembly.
23.2. High-Value Items:
Customers must declare high-value items prior to the move. Liability is limited unless additional insurance is arranged.
23.3. Insurance for Interstate Moves:
Interstate moves are not covered by the Company’s insurance. The Customer assumes all risks during interstate transport.
23.4. Mantling and Dismantling for Interstate Moves:
Undisclosed mantling or dismantling required for interstate moves will be billed at the truck’s hourly rate. Such requirements must be disclosed before booking finalization.
23.5. Inclement Weather Policy:
The Company may delay, reschedule, or modify moves due to unsafe weather conditions, notifying the Customer and arranging safe alternatives.
Happy Moving!
Big Stuff Movers