Terms & Conditions
Thank you for choosing Team Removals for your move. Please read our terms and conditions in case there might be any misunderstanding, or if you are unable to understand, feel free to contact us before booking with us.
These terms and conditions will apply to all contracts in respect of which you have requested us to arrange for the carriage of goods (Movers). You (Customer) acknowledge and accept that you have read, understood, and agreed to these terms and conditions before booking a move with us.
1. DEFINITIONS
(1)"We" means Team Removals Australia PTY Ltd, having ABN 60 627083416, and "Us" and "Our" have corresponding meanings.
(2) “You” means the party agreeing to Services with us, and includes the party to whom our quotation is addressed and the party by whom the acceptance is signed.
(3) “Goods” means all furniture and other effects which are to be the subject of the Services.
(4) “Services” means the whole of the work to be undertaken by us in connection with the Goods, including removal and (if applicable) storage.
(5) “Subcontractor” means any person other than one of our employees who, under any agreement or arrangement with us (whether directly or indirectly) performs or agrees to perform the whole or any part of the Services.
(6) “Container” means the shipping container, or storage module we provide, including all packing materials.
(7) “Storage Facility” means any of the warehouse premises we occupy and or our destination agent occupies.
(8) Words in the singular include the plural, and words in one or more genders include all genders.
(9) These terms and conditions can be varied or amended subject to the prior written agreement.
2. REMOVAL SERVICES
(1) We are not common carriers and accept no liability as such. Moreover, we are very professional in every sense of our work, our movers are very well versed in their work, and carry all the equipment as per the needs of the customer.
(2) We reserve the right to refuse to quote for the carriage of goods for any particular reason and the carriage of any goods or classes of goods at our discretion.
(3) You acknowledge and accept that any pick-up/delivery time or date we advise is indicative only and is not guaranteed to be met. If there is a pickup/ delivery time or date that, in our opinion, cannot be reasonably met, then we reserve the right to alter that time or date at any time before the commencement of the move.
(4) If our removalists believe that the safety risks or the work requested are not suitable for our removalists and equipment, we have the right to refuse to undertake the work.
3. CHARGES
(1) An hourly rate (charged per hour) / flat rate payable for our Services provided during the Move; plus, additional fees like call out, return cost, depot to depot cost, fuel charges, Stairs fees, heavy lifting charges, any special heavy items charges will be applicable, whichever are agreed with you in writing before the commencement of the Move.
(2) We reserve the right to ask you to make the payment upfront or during the local move, and you must pay all fees owing to us immediately upon completion of the Move. We have the right to store the goods in our custody until the payment is cleared.
(3) We reserve the right to charge extra fees, where items have been added to the moving list without consultation with office staff before the day of the move.
(4) We take toll prices, which are at the customer's expense.
(5) We provide a quote for some trucks and removalists, which is based on the information you have provided over the phone and or emailed us about your property. This does not guarantee the work will be completed within a certain timeframe.
(6) If, upon conducting the risk assessment, any specific items require extra physical efforts, then they shall be subjected to additional charges during the conduct of the risk assessment.
(7) Truck Allocation and Multiple Trips: The size and type of truck provided for your move will be based on the list of items supplied by you. If additional trips are required or requested by you during the move, multiple trips can be arranged, and any extra time, labour, or associated costs will be added to the total job cost.
(8) Estimated Move Duration and Time Increments: A minimum estimated time for completion of the move will be provided prior to booking. If the move extends beyond the estimated time, additional charges will apply in half-hour increments for the extra time required.
(9) Stair Charges: Additional charges shall apply where items need to be carried up or down stairs. These charges will be calculated based on the number of stairs, floors, and the nature of the items being moved, and will be added to the total job cost.
(10) Counselling Point: Your goods will be placed in the council-approved premises strictly according to the space booked by you.
4. YOUR (CUSTOMER) OBLIGATIONS
(1) The information that you have provided to us, and on which we have reasonably relied in assessing any quotation or estimate of the resources necessary to carry out the work, is accurate.
(2) In entering into this agreement, you are either the owner of the goods or the authorized agent of the owner of the goods.
(3) You must ensure that you or a person acting on your behalf is present at all times when the goods are loaded or unloaded. You agree that we will not be held responsible or liable for goods not collected, for collecting the incorrect goods, and/or for any loss of or damage to goods if you or a person acting on your behalf is not present, for any amount of time, during the loading and/or unloading of the goods.
(4) You should inspect all the goods as they are unloaded. If there is any loss of or damage to goods that you consider to have been caused by us, please ensure you notify us of any damage caused to your Goods during the move, and you must inform us in writing via email. Or you must list any damage to the goods on the booking sheet available with our team. We will not be liable for anything reported once our team leaves your property.
(5) You must ensure that the goods do not include any firearms or goods which are or may become of a dangerous, corrosive, highly combustible, explosive, damaging, or noxious nature nor are you likely to encourage any vermin or pest unless you have disclosed to us in writing the presence and nature of any such items before them being made available to us for loading or storage. We may refuse to remove or store such items. If we discover any article or substance of this nature after the goods have been received by us, we may take any reasonable action, including destruction or disposal, as we may think fit without incurring any liability to you.
(6) You must, before the commencement of the removal or storage, give us written notice of any goods that are of a fragile or brittle nature and which are not readily apparent as such, or which comprise jewellery, precious objects, works of art, money, collections of items or precision equipment, in any case, having a value over $1,000, any loss or damage to such items we will not be held liable.
(7) We expect you to be polite and not rude to our movers. We reserve the right not to complete a job if you or the people in your property are not acting professionally.
(8) You are expected to do a final inspection of your property before our removalists leave to ensure that nothing has been left behind and that all requested tasks have been completed.
5. DELIVERY
1. We will not be bound to deliver the goods except to you or a person authorized in writing by you to receive the goods. If we cannot deliver the goods either because there is no authorized person there to receive them on our arrival, because we cannot gain access to the premises, or for any other reason beyond our control, we will be entitled to unload the goods into a warehouse and will be entitled to charge an additional amount for storage and the subsequent re-delivery of the goods.
2. If, at the scheduled pick-up or delivery location, no authorized person is present to release or receive the goods, or access is not possible for reasons beyond our control, we shall not be held liable for any loss, damage, deterioration, theft, or delay of the goods arising during such circumstances. Any additional costs incurred, including waiting time, storage, redelivery, or rescheduling, shall be your sole responsibility.
6. CANCELLATION OR POSTPONING THE MOVES
We reserve the right to charge the applicable fees for cancellation or postponement of the move. Please check the details below for a better understanding of the fees.
(1) If notice is given between 12-24 hours/same day, then a minimum cost will be charged for the job.
(2) If notice is given between 24 and 48 hours, then there will be a $150 fee charged.
(3) If you cancel the booking on the scheduled date of the job, your deposit amount shall be forfeited in full and automatically applied as the cancellation fee.
7. PAYMENT AND DEPOSITS
(1) The agreed amount/Half deposit is required to secure your local booking. The deposit is non-refundable, subject to the applicable Cancellation Policy in clause 6 above
(2) You must pay the full amount due on completion of the move either by Bank Transfer or Cash
(3) Without limitation and at our Mover’s discretion, upon unloading your goods, Mover reserves the right to withhold some of your goods in the truck until the final payment has been made.
(4) Recovery for legal costs. You are liable for any additional cost(s) incurred by us, as a result of having to recover overdue or outstanding monies from you.
(5) Goods held in lieu of payment. We reserve the right to seize or hold the goods, and where you fail to pay any amount due, dispose of or sell goods in lieu of payment. We may dispose of goods in lieu of payment after 28 days (28) days from the completion of the move.
8. DELAYS IN TRANSIT
(1) We will do our best to arrive within the time slot provided to you while booking. The Arrival time is estimated only and may vary due to factors beyond our control, including but not limited to traffic, access, weather conditions, or delays at previous jobs. We shall not be held liable for any loss, cost, or inconvenience arising from early arrival, delay, or extension of the job duration.
(2) Delays may happen due to bad weather, traffic accidents, Truck mechanical failure, any medical emergency, etc.
(3) We shall not be liable for delays or failures to provide the services under this Agreement as a result of an Act of God, adverse weather, third-party industrial action, rescheduled sailing, departure or arrival times, port congestion, or other such events outside our reasonable control.
(4) We do not accept any responsibility for any customer’s losses due to unforeseen or out of our control delivery/pick-up delays.
9. STARTING AND FINISHING TIME
The time starts from the moment our removalists arrive at the pick-up location and finishes once we get the payment at the drop-off.
10. SERVICES
(1) We will provide moving services through the provision of transport, labour, and moving expertise (‘our Services) by these terms and conditions.
(2) We will pack the goods if the service for the packing has been taken specifically by you.
(3) We can use Subcontractors to undertake the whole or any part of the Move. If we subcontract, then these conditions will still apply.
11. INSURANCE
(1) We do not provide Goods and Transit Insurance.
(2) We do not provide insurance coverage and strongly recommend that you arrange your own insurance. We suggest checking for removal insurance, where you can get an instant quote and/or instant cover. Our team of professional movers endeavours to move your possessions carefully; however, on some occasions, damage does occur.
12. EXCLUSION OF LIABILITY
We always ensure to provide the customer with a hassle-free move. However, we exclude the liability in the following cases.
Note: Nevertheless, we take extra care of your belongings, while moving, minor scratches on the floor/walls/goods may happen. This depends upon various factors, i.e., access to the properties/narrow stairs access/enclosed sections of particular goods, and heavy/delicate goods. To the fullest extent permitted by the law, we specifically exclude and limit any liability under our Guarantee, these terms, and at law that arises from:
Unconfirmed Items: where items have been added to the moving list without consultation with office staff before the day of the move, then an extra charge will be applicable.
Identified Risks: The company is not liable for the damage where the existing condition/circumstances of an item OR a particular direction or instruction contravenes our normal workmanship standards for moving Pianos and Pool Tables requires a minimum of 3 movers depending upon the size and weight of the item but if done with inappropriate manpower, It will be verbally agreed between you and us relating to existing conditions/circumstances of an item and hence will not be covered by this guarantee.
Inadequate/inappropriate packing: where damage has arisen as a direct or indirect result of your failing to adequately protect and appropriately pack the Goods.
Inadequate notice: where you fail to notify us of the damage to the Goods at the time of completing the Move under Section 4(4).
Unavoidable Risks: self-assembled furniture that has not been flat-packed for transport, electronic goods & white goods not packed in their original packaging like Television or appropriate box suitable for transport, items above safe lifting limits, marble or masonry items, mattresses not in protected wrapping, pot plants or fish tanks or any other item whereby moving such an item can cause unavoidable damage due to the nature of that item.
Electrical Goods: internal damage to electrical goods where we have caused no external damage, as some items may develop unavoidable faults, no matter how carefully handled.
Televisions: Due to their inherent design, it has been found that damage can occur to curved televisions even when properly packed and handled, and as such, they are excluded from any guarantee.
Non-structural damages: where the damage to an item or property is cosmetic, such as surface dents or scratches.
Consequential loss or damage: Any consequential loss or damage arising in respect of the Move or any damage caused during the Move to the Goods, other items that are not being moved, or the property at which the Goods are being removed from or delivered.
Sets: Where an item is part of a pair, set, suite, or collection of items, our liability shall extend only to the proportionate part of the pair, set, suite, or collection of items, regardless of any special value the damage or lost part may have as part of such pair, set, suite or collection of items.
Transport damage: where the damage relates to or arises from the transport vehicle being damaged by fire, flood, collision, or overturning, and we are compensated by our insurer, you will only be entitled to compensation to the extent such compensation is covered by our insurance.
Gratis work: any move that is completed for no charge to any parties involved is excluded from this Guarantee
Single removalist moves: Any move involving only one member of staff is excluded from this Guarantee.
Glass, Stone items: Items of glass/mirrors not properly packed or wrapped securely. This includes picture glass, table tops & glass cabinets. Stone, including marble, granite, composite, or similar items. We will take extra care and precautions while moving these items if they can be safely moved; however, we do not provide coverage for these items under our insurance because of their extremely fragile nature.
Unpacked Goods: We exclude our liability where goods are lost or damaged that were unpacked.
Perishable Goods: We are not liable in cases where goods are perishable in nature.
Atmospheric conditions: we are not liable where goods are damaged because of atmospheric conditions
Negligence: We will only be liable for loss or damage resulting from our negligence, which can be proven (without reasonable doubt). Moreover, if movers cause loss or damage to premises or property other than goods as a result of negligence or breach of contract, our liability is limited to the damage area only.
We exclude our liability for any goods damaged or lost/damaged in drawers, bundles, or cartons. other containers, etc.
We exclude our liability for pre-existing defects in the goods.
We shall not be liable for any damage or loss incurred due to insufficient lighting or adverse lighting conditions at the premises where the moving services are performed. In the event that damage or loss occurs due to poor lighting conditions, we shall not be held responsible or liable for such damage or loss.
Exclusion of Liability for Rain and Muddy Conditions: We shall not be liable for any damage or loss resulting from or related to rain, muddy conditions, or adverse weather effects occurring during the performance of moving services.
13. RIGHTS RESERVED
(1) We reserve the right to suspend work or vacate a property due to any issue endangering the health & safety of our staff, contractors, or subcontractors.
(2) We reserve the right to refuse to transport any item where the weight or size exceeds our safe-lifting limits, which is generally 80–90 kg for two movers.
(3) Any item exceeding our limits will require prior approval, specialist handling, or may be refused entirely. Additional charges may apply if specialist equipment or extra manpower is required.
14. RESPONSIBILITY OF THE CUSTOMER
(1) It is the duty of the customer to inform us of the correct address and phone number, and also notify us if the same is changed. In case the customer number is off or out of network during the move, after considering a reasonable time, we will exclude all liability in such a case.
(2) The customer will take all reasonable steps to ensure that nothing is left behind and anything taken away is an error; the company excludes liability.
(3) HAZARDOUS CONDITIONS AND CUSTOMER DUTY
The Company shall not be liable for any damages, losses, or injuries incurred as a result of slippery, unsafe, or hazardous conditions on the premises, including but not limited to wet floors, uneven surfaces, loose rugs, or other obstacles.
It is the responsibility of the customer to ensure that all areas where the Company will operate are adequately maintained, safe, and free of hazards.
The customer must inform the Company in advance of any known hazards, including slippery floors, pets, stairs, restricted access, or other conditions that could affect the safety of the move.
The Company disclaims any liability for loss, damage, or injury resulting from such conditions, whether known or unknown, and the customer agrees to hold the Company harmless from any claims, actions, or expenses arising from slippery areas or other similar hazards.
15. PAYMENT TERMS
We accept cash payments and bank transfers.
For bank transfers, we required authoritative confirmation from the customer.
If payment is made using an EFTPOS or card machine, a 2% flat surcharge will be applied to cover transaction fees.
The customer is required to make 100% payment upon completion of the job.
If the customer opts to pay within the accepted time frame provided by the Company (maximum 7 days from completion), payment must be made within that period.
Payments received after the agreed period will incur a late fee of 2.5% per month on the outstanding balance, calculated every month until full payment is received.
16. EXTRA STUFF
Unless included in the Inventory List or informed of us before the move, there will be accessorial charges for extra stuff. Further, we reserve the right to refuse to move such items, unless informed before the move or until paid extra for the said items.
17. Complaint Resolution and Closure
(1) If we do not receive a response from the Customer within thirty (30) days following the date of our last email regarding a complaint, such complaint shall be deemed resolved and closed. No further action or resolution shall be undertaken concerning that complaint after the expiration of this thirty (30) day period. The Customer acknowledges and agrees that, upon the expiration of this period, we shall have no further obligations or liabilities related to the unresolved complaint.
(2) Any complaint relating to damage must be reported to the movers or the company either at the property at the time of the move or, alternatively, within a reasonable period following the completion of the move, via email and/or phone. Failure to report the damage within this timeframe shall be deemed acceptance of the goods in their delivered condition, and no further claims or disputes shall be entertained.
18. PACKING AND UNPACKING SERVICES
(1) All packaging materials are at an additional cost to the customer.
(2) Our removalists will not collect used butcher paper or rubbish. The customer must dispose of these.
(3) There is no guarantee as to the amount of packing/unpacking work undertaken in the specified time.
(4) Our removalists will not be responsible for any damage or loss of items related to our packing or unpacking services. If you have any jewellery or valuable items of concern to you, we recommend you pack and store these items and not have our packers pack them for you.
(5) You are expected to do a final inspection of your property before our packers/unpackers leave to ensure that everything you require has been completed. Our removalists will not be liable for any items not packed or packed incorrectly if you fail to do this inspection, and in case of notification, the provisions of section 4(4) shall apply.
(6) Our removalists have the right not to pack or unpack any property that is not considered to be at a reasonable hygiene level. If your property and/or goods are not considered clean, we have the right to not undertake the work.
(19) Parking and Traffic Compliance:
We will park in any safe location you direct us to, except in a Clearway. If the chosen parking space is not legal, you may request that we relocate to a nearby legal parking spot. Any parking fees incurred or fines received as a result of parking at your direction will be added to the cost of the job. While all our vehicles are permitted to use Loading Zones, time restrictions apply, and any resulting fines or infringements will be the responsibility of the customer.
(2) We generally select non-toll routes. If you request that we take a specific road or shortcut that involves tolls, any toll charges will be payable by you.
20. VARIATION
We reserve the right to vary these terms and conditions at any time, subject to written notice being given to you before the Move.
21. COSTS
You are liable for any additional cost(s) incurred by us as a result of a breach of these terms and conditions.
22. SEVERANCE
Any provision in these terms and conditions that is prohibited or unenforceable is to be severed and read down to the extent necessary to make these terms and conditions enforceable, unless it would materially change the intended effect of these terms and conditions.
23. APPLICABLE LAW
These terms and conditions are governed by the law in force in Australia. You agree to submit to the non-exclusive jurisdiction of the courts of Australia.