FAQs, Service Guarantee & Terms

Our service promise

We aim to provide moving and related services:

• With due care and skill
• Fit for the agreed purpose
• Within a reasonable time (or within an agreed timeframe)

If something goes wrong

If a service doesn't meet the consumer guarantees, you may be entitled to a remedy depending on whether the problem is major or minor (for example: having the service fixed/redone, a refund, or compensation in some cases).

How to raise an issue

Contact us within 48 hours of the job finishing (or as soon as reasonably possible) and include:

• Booking name, date, pickup and delivery address
• Photos/videos where relevant
• A clear description of the issue and what outcome you're seeking

Booking confirmation

A booking is confirmed when we:

• Agree on the date/time window, and
• Confirm pricing structure (fixed quote or hourly), and
• Receive any required deposit (if applicable)

Quotes depend on accurate details

Quotes assume the information you provide is accurate, including:

• Access (stairs, elevators, parking distance, steep driveways)
• Walking distance from truck to door
• Inventory/volume
• Heavy/oversized items
• Disassembly needs
• Travel distance and traffic constraints

If the job is materially different on arrival, we may:

• Adjust the quote, or
• Convert the job to an hourly rate, or
• Reschedule if safety or legality is affected

Time windows

Arrival times are estimates. Delays can occur (traffic, weather, prior jobs). We'll communicate changes as soon as possible.

Rates and minimums

• Hourly jobs may have a minimum booking time (e.g., 2 hours) plus travel (if applicable).
• Fixed quotes cover only the listed scope.

Additional fees may apply

Examples:

• Long carries (excessive distance from truck to door)
• Stairs (multiple flights)
• Oversized/heavy items
• Waiting time (keys not ready, lifts booked incorrectly, building delays)
• After-hours / urgent / same-day priority
• Tolls, ferry fees, parking fees (where unavoidable)

Payment terms

Payment is due on completion of the job, or as agreed in writing. If payment is not made, we may pause work until payment is received (where lawful and safe to do so).

Customer cancellation/reschedule

If you cancel or reschedule:

• More than 48 hours notice: No fee
• Within 48 hours: Deposit may be forfeited (if applicable)
• Same day: A cancellation fee may apply

Our cancellation/reschedule

If we must reschedule due to breakdown, illness, or unsafe conditions, we'll offer:

• The next available date/time, or
• A full refund of any deposit paid for that booking (if we can't provide the service)

Packed-by-owner boxes

If you pack boxes yourself, we can't guarantee contents were packed safely. We handle boxes with care, but we're not responsible for internal damage caused by poor packing.

Fragile and high-value items

Tell us in advance about:

• Glass/mirrors/artwork
• TVs/monitors/electronics
• Antiques and sentimental items
• Jewellery/cash/important documents

We recommend you transport valuables personally.

Flat-pack and particleboard furniture

Some low-cost furniture can weaken during normal moving stresses. We'll take care, but we can't guarantee it will survive without wear, especially if it's already loose or damaged.