Pack N Move – Terms & Conditions

1.0. Contract Basis

This contract is made between Pack N Move and The Customer. All business undertaken by Pack N Move, The Moving Team, or the Customer Service Representative, including the provision of advice, information, or other services, is undertaken upon, and subject to, these conditions. On payment of the deposit by The Customer, or confirmation of the booking by the Customer Service Representative, the contract is considered to be active.

2.0. Acceptance of Goods for Carriage

Pack N Move accepts goods for carriage only upon these terms and conditions:

2.1 Pricing & Conditions
All moves (house/office relocations, furniture relocation, and general freight movement) are quoted based on information provided by The Customer. Pack N Move reserves the right to modify prices if the actual conditions differ (e.g., extra stairs, narrow driveways, heavy items, or misquoted dimensions/volumes/weights). Additional charges may apply for redirection, multiple routes, extra labour, or storage. It is The Customer’s responsibility to disclose these conditions before the move.

2.2 Unsafe or Improperly Packaged Goods
The Moving Team inspects items before loading. If Pack N Move determines that an item is unsafe, insufficiently packaged, or likely to cause damage, it may be refused.

2.3 Prohibited Goods
The Customer must not present the following for removal, packing, or storage:

Hazardous, flammable, corrosive, explosive, or perishable substances.
Jewellery, watches, cash, securities, coins, precious metals, or similar valuables.
Prohibited/stolen goods, drugs, aerosols, paints, firearms, ammunition, or gas cylinders.
Perishable items such as freezer contents, or live animals, birds, or fish.

2.4 Access, Parking & Documents

The Customer must ensure suitable access and parking. Additional charges may apply for restricted access.
Pack N Move is not responsible for damage caused due to poor access.
The Customer must arrange all required permits or documents.

3.0. Liabilities & Limitations

While The Moving Team takes great care, scuffs/marks on walls, floors, stairwells, or frames are a natural risk when moving large furniture and appliances. All work is carried out at “Owners Risk”.
Pack N Move is not liable for damage to lawns, driveways, underground pipes, cables, or other installations if vehicles are instructed to enter those areas. Responsibility rests with The Customer.

4.0. Carriers Liability

Pack N Move provides Carriers Liability Insurance under the Carriage of Goods Act 1979. This limited cover applies only in cases of vehicle accidents while in transit.
For broader coverage, customers are encouraged to arrange their own insurance.
Outside of vehicle accidents, goods are carried at “Owners Risk”, meaning Pack N Move is not liable for accidental damage.
Claims must be made in writing within 48 hours of damage/loss. Claims outside this timeframe are not accepted.
Claims can only be processed once full payment of the move has been received.

5.0. Disputes

Disputes must be lodged in writing within 30 days of job completion. Supporting evidence and the desired outcome must be provided.
The Customer Service Representative will respond within one business day.
If unresolved, the customer may escalate the matter to the Disputes Tribunal.
For disputed unpaid invoices, Pack N Move may hold items until settlement. Unpaid accounts after 7 business days may be passed to debt collectors.

6.0. Cancellations & Delays

Cancellation fees for bookings:
- 10% if less than 14 days’ notice.
- 25% if less than 7 days’ notice.
- 50% if less than 72 hours’ notice.
- 75% if less than 24 hours’ notice.
Deposits are non-refundable, except where an error is caused by Pack N Move.
Delays may occur due to weather, traffic, breakdowns, or other unforeseen events. Pack N Move is not liable for costs incurred by delays or cancellations.

7.0. Quotes & Additional Charges

Quotes are based on information provided. Extra charges apply for undeclared conditions such as:
- Difficult access (steep/narrow driveways, long carry distances, narrow spaces, spiral staircases).
- Heavy/specialist items (pianos, pool tables, machinery, antiques, items approx. 75kg+). Charges may be up to $550 per item.
- Multiple trips (treated as separate moves unless agreed otherwise).
- Waste disposal, storage, or overnight holding of goods.

8.0. Termination Rights

Pack N Move reserves the right to terminate a move without notice if:

Information provided by The Customer was misleading.
The Moving Team faces unsafe or aggressive behaviour.
Unsafe working environments exist (construction hazards, vermin, rubbish, mould, etc.).
Work conditions are unhygienic or hazardous.

🚧 Site Access & Vehicle Recovery Clause
Clause Title: Responsibility for Site Access and Recovery Costs
The client is responsible for ensuring that the delivery or pickup location is safely accessible for heavy vehicles. If a vehicle becomes immobilized due to inadequate site conditions—including but not limited to soft ground, narrow driveways, low-hanging branches, or obstructions—the client shall bear all associated costs for vehicle recovery, including towing, mechanical assistance, and any resulting delays.

Pack n move Limited shall not be held liable for damages, delays, or additional costs arising from poor site access. Recovery time and equipment charges will be invoiced separately and are payable within the standard payment terms.