1.0 Contract Basis
This contract is made between Professional Movers and The Customer.
All business undertaken by Professional Movers, including work carried out by the moving team, customer service representatives, contractors, agents, or any authorised representative, including the provision of advice, information, quotations, moving, packing, transport, storage, or related services, is undertaken upon and subject to these Terms & Conditions.
Upon payment of a deposit by The Customer, written or verbal confirmation of a booking, or confirmation of the booking by a Professional Movers customer service representative, the contract is considered active and binding.
2.0 Acceptance of Goods for Carriage
Professional Movers accepts goods for carriage, packing, relocation, transport, or storage only upon these Terms & Conditions.
2.1 Pricing & Conditions
All moves, including house relocations, office relocations, furniture relocation, backload moving, intercity moving, local moving, and general freight movement, are quoted based on the information provided by The Customer.
Professional Movers reserves the right to amend or increase the quoted price if the actual moving conditions differ from the information provided at the time of booking.
Additional charges may apply for, but are not limited to:
- Extra stairs or lifts
- Narrow or steep driveways
- Long carry distances
- Difficult access
- Heavy or oversized items
- Incorrectly quoted dimensions, volume, weight, or item quantity
- Multiple pickup or delivery addresses
- Redirection or route changes
- Extra labour
- Waiting time
- Storage or overnight holding
- Additional trips
It is The Customer’s responsibility to disclose all relevant moving conditions before the move begins.
2.2 Unsafe or Improperly Packaged Goods
The moving team may inspect items before loading.
If Professional Movers determines that any item is unsafe, unstable, fragile, improperly packed, insufficiently protected, likely to cause damage, or unsuitable for transport, Professional Movers reserves the right to refuse to move that item.
Professional Movers may also request that The Customer repack, secure, dismantle, or protect the item before it is accepted for carriage.
2.3 Prohibited Goods
The Customer must not present the following goods for removal, packing, carriage, or storage:
- Hazardous, flammable, corrosive, explosive, toxic, or dangerous substances
- Perishable goods or freezer contents
- Jewellery, watches, cash, securities, coins, precious metals, or similar valuables
- Drugs, stolen goods, illegal goods, or prohibited items
- Aerosols, paints, chemicals, firearms, ammunition, or gas cylinders
- Live animals, birds, fish, or plants requiring special care
- Any item which may damage other goods, the vehicle, property, or people
Professional Movers reserves the right to refuse, remove, or dispose of prohibited goods if discovered.
2.4 Access, Parking & Documents
The Customer must ensure suitable access and safe parking is available at all pickup and delivery locations.
Additional charges may apply where access is restricted, parking is unavailable, or goods must be carried over long distances.
Professional Movers is not responsible for damage, delays, fines, or extra costs caused by poor access, unsuitable parking, restricted entry, or incorrect access instructions.
The Customer is responsible for arranging any required permits, building access, lift bookings, loading bay access, gate codes, parking permissions, or other required documents before the move.
3.0 Liabilities & Limitations
While the moving team will take reasonable care when handling goods and property, The Customer acknowledges that moving large furniture, appliances, and household goods carries natural risk.
Scuffs, marks, scratches, dents, or minor damage to walls, floors, stairwells, doors, frames, driveways, lawns, or surrounding property may occur during a move, especially where access is narrow, difficult, steep, or restricted.
All work is carried out at Owner’s Risk, unless otherwise agreed in writing.
Professional Movers is not liable for damage to lawns, driveways, underground pipes, cables, drains, paving, concrete, tiles, trees, branches, fences, gates, or other installations if vehicles are instructed or required to enter those areas by The Customer or due to site access conditions.
Responsibility for safe and suitable site access rests with The Customer.
4.0 Carrier’s Liability
Professional Movers provides limited carrier’s liability cover under the Carriage of Goods Act 1979 where applicable.
This limited cover applies only in specific circumstances, such as vehicle accidents while goods are in transit.
For broader or full cover, The Customer is strongly encouraged to arrange their own moving, transit, home contents, or commercial insurance before the move.
Outside of covered vehicle accident situations, goods are carried at Owner’s Risk, meaning Professional Movers is not liable for accidental damage, wear and tear, pre-existing damage, poor packing, fragile items, or damage caused by difficult access or handling conditions.
Any claim for loss or damage must be made in writing within 12 hours of completion of the move or delivery of goods.
Claims received outside this timeframe may not be accepted.
Claims can only be reviewed or processed once full payment for the move has been received.
5.0 Disputes
Any dispute must be lodged in writing within 30 days of job completion.
The Customer must provide:
- Full details of the dispute
- Supporting evidence
- Photos or videos where applicable
- Booking or invoice details
- The desired outcome
A Professional Movers customer service representative will aim to respond within one business day.
If the dispute cannot be resolved directly, The Customer may escalate the matter to the Disputes Tribunal or any relevant authority.
For disputed or unpaid invoices, Professional Movers may withhold goods, services, documentation, or further work until the matter is resolved.
Unpaid accounts remaining outstanding after 7 business days may be referred to debt collection, and The Customer may be liable for any collection costs, legal costs, interest, or administrative fees.
6.0 Cancellations & Delays
Cancellation fees apply as follows:
- 10% cancellation fee if cancelled with less than 14 days’ notice
- 25% cancellation fee if cancelled with less than 7 days’ notice
- 50% cancellation fee if cancelled with less than 72 hours’ notice
- 75% cancellation fee if cancelled with less than 24 hours’ notice
Deposits are non-refundable, except where the cancellation or booking error is caused by Professional Movers.
Delays may occur due to weather, traffic, vehicle breakdowns, staff availability, road closures, customer delays, difficult access, previous job delays, or other unforeseen events.
Professional Movers is not liable for costs, losses, missed settlements, missed flights, accommodation costs, business loss, rent, penalties, or any other expenses incurred by The Customer due to delays, rescheduling, or cancellations.
7.0 Quotes & Additional Charges
Quotes are based on the information provided by The Customer at the time of booking.
Extra charges may apply for undeclared or unexpected conditions, including but not limited to:
- Difficult access
- Steep or narrow driveways
- Long carry distances
- Narrow hallways or doorways
- Spiral staircases
- Apartments or multi-level buildings
- Heavy or specialist items
- Pianos, pool tables, machinery, antiques, safes, oversized furniture, or items approximately 75kg or more
- Multiple trips
- Waste disposal
- Storage
- Overnight holding of goods
- Waiting time
- Extra wrapping or protection
- Dismantling or reassembly
Heavy or specialist items may incur additional charges of up to $550 per item, depending on the weight, access, equipment required, and labour involved.
Multiple trips are treated as separate moves unless agreed otherwise in writing.
8.0 Termination Rights
Professional Movers reserves the right to cancel, suspend, or terminate a move without notice if:
- Information provided by The Customer was false, incomplete, or misleading
- The moving team faces abusive, aggressive, threatening, or unsafe behaviour
- The working environment is unsafe or hazardous
- There are construction hazards, vermin, rubbish, mould, dangerous substances, or unhygienic conditions
- Access is unsafe or unsuitable
- Goods are illegal, prohibited, dangerous, or unsafe to move
- Payment terms are not met
- The move cannot be completed safely or legally
In such cases, The Customer may still be liable for call-out fees, labour, travel time, waiting time, cancellation fees, or any costs already incurred.
9.0 Site Access & Vehicle Recovery
Responsibility for Site Access and Recovery Costs
The Customer is responsible for ensuring that all pickup and delivery locations are safely accessible for moving trucks, vans, trailers, heavy vehicles, and the moving team.
This includes, but is not limited to:
- Safe and stable ground
- Suitable driveway width
- Sufficient turning space
- Clear access free from obstructions
- Adequate height clearance
- No low-hanging branches
- No soft, muddy, unstable, or sloped ground
- Safe loading and unloading areas
If a Professional Movers vehicle becomes stuck, blocked, damaged, immobilised, or unable to safely enter or exit due to inadequate site conditions, The Customer is responsible for all associated costs.
These costs may include:
- Towing
- Vehicle recovery
- Mechanical assistance
- Additional labour
- Waiting time
- Equipment hire
- Delay charges
- Damage caused by poor access
- Any related recovery expenses
Professional Movers shall not be held liable for damage, delays, losses, or additional costs arising from poor, unsafe, restricted, or unsuitable site access.
Recovery time, labour, equipment charges, towing, or related costs will be invoiced separately and are payable within the standard payment terms.
10.0 Payment Terms
Unless otherwise agreed in writing, payment must be made in full upon completion of the move.
Professional Movers reserves the right to request a deposit before confirming any booking.
The Customer agrees to pay all agreed charges, including any additional charges incurred due to access, waiting time, extra labour, additional items, route changes, storage, specialist items, or any other service requested or required.
Professional Movers may withhold delivery of goods or completion of service until payment is received.
Late or unpaid invoices may be referred to debt collection, and The Customer may be liable for recovery costs, legal fees, administration fees, and any applicable interest.
11.0 Customer Responsibilities
The Customer is responsible for:
- Providing accurate booking information
- Declaring all items to be moved
- Advising of stairs, lifts, access issues, parking restrictions, or heavy items
- Ensuring goods are properly packed and ready to move
- Removing valuables, documents, cash, jewellery, and personal items before the move
- Securing pets and children during the move
- Ensuring someone authorised is present at pickup and delivery
- Checking goods and property at completion
- Making payment as agreed
Failure to meet these responsibilities may result in delays, additional charges, refusal to move items, or cancellation of the job.
12.0 Agreement
By confirming a booking, paying a deposit, accepting a quote, allowing work to commence, or using the services of Professional Movers, The Customer confirms that they have read, understood, and accepted these Terms & Conditions.
These Terms & Conditions apply to all services provided by Professional Movers unless varied in writing by an authorised representative of Professional Movers.