2. Customer Responsibilities
The customer is responsible for providing complete and accurate information before the move. This includes the item list, pickup and drop-off addresses, stairs, lifts, access conditions, parking, driveway conditions, distance from truck to door, heavy items, fragile items, special items, dismantling or assembly requirements and any risks that may affect the move.
The customer must:
- Be present, or have an authorised representative present, at pickup and delivery.
- Ensure all items to be moved are clearly identified.
- Ensure no items are left behind or taken by mistake.
- Check the truck before completion if they believe any item is missing.
- Provide safe, legal and suitable parking for the truck.
- Arrange any required council permits, loading zone access or building approvals.
- Ensure lifts, loading docks and building access are booked where required.
- Ensure items are emptied, cleaned, unplugged, drained, defrosted and ready to move.
- Ensure appliances are disconnected and prepared before the team arrives.
- Ensure items will fit through doors, stairs, lifts, hallways and access points.
- Disclose any item that is heavy, fragile, second-hand, high-value, repaired, unstable, already damaged or purchased from a marketplace, auction or private seller.
If the customer fails to provide accurate information or safe access, we may refuse, stop, delay or reschedule the job, and the customer may still be liable for any call-out or travel charge, waiting time, cancellation fees or other reasonable charges.
3. Work Not Included Unless Agreed in Writing
Unless specifically agreed in writing, we do not provide the following services:
- Electrical, plumbing, gas, air-conditioning or specialist trade work.
- Disconnecting or reconnecting appliances, fixtures or fittings.
- Removing or installing doors, windows, balcony railings or building fixtures.
- Hoisting items over balconies or through windows.
- Dismantling or assembling complex furniture, sheds, outdoor equipment, gym equipment, pool tables, pianos or specialist items.
- Moving items from unsafe lofts, roofs, crawl spaces, steep areas or other unsafe locations.
- Packing fragile items, unless a packing service has been specifically booked.
- Supplying specialist packaging, unless agreed before the move.
Our movers carry basic tools. If special tools, tradespeople or specialist handling are required, it is the customer’s responsibility to arrange this unless otherwise agreed in writing.
Where the customer requests packing materials, boxes or protective materials on the day of the move that were not booked in advance, any time spent sourcing, purchasing or collecting those materials forms part of the chargeable job time, in addition to the cost of the materials.
Dismantling and reassembly
Basic dismantling and reassembly of standard household furniture, such as bed frames and tables, is provided where required using standard hand tools. We are not responsible for fittings, screws, cams or dowels that are missing, worn, stripped or damaged before the move, or for items that were previously assembled incorrectly or repaired. Where an item cannot be safely dismantled or reassembled, our team will let you know on the day.
4. Liability
Damage caused by our failure to take reasonable care
Where an item is damaged because our team did not take reasonable care, for example an item dropped during handling, we will, at our option, repair the item, arrange professional repair, pay the reasonable cost of repair, or pay the reasonable market value of the item at the time of the move, taking its age and condition into account.
Events outside our control
We are not liable for loss or damage caused by events outside our reasonable control, including a road accident caused by another party, fire, theft where reasonable security measures were in place, flood, storm or other natural events, except where the loss or damage was caused by our failure to take reasonable care.
Limits of liability
Unless a higher value has been declared in writing and accepted by us before the move (see section 5), our liability for loss of or damage to goods is limited to:
- $500 per item (a pair or set is treated as one item);
- $100 for the contents of any box, carton, bag or tub; and
- $5,000 in total per move.
These limits do not apply to the extent that the loss or damage is caused by our failure to provide our services with due care and skill, or where the Australian Consumer Law does not allow our liability to be limited.
Business and commercial customers
Where our services are not of a kind ordinarily acquired for personal, domestic or household use, and to the extent permitted by section 64A of the Australian Consumer Law, our liability for any failure to comply with a consumer guarantee is limited to supplying the services again or paying the cost of having the services supplied again.
5. High-Value Items and Declared Value
The customer must inform us in writing before booking of any high-value, fragile, antique, sentimental, commercial, auction, marketplace, marble, stone, glass, mirror, artwork, television, electronic, musical, oversized, unusually heavy or special item that they want specifically protected or assessed.
Declared value: any single item valued at more than $500, and any box, carton, bag or tub whose contents are valued at more than $100, must be listed with its value in writing before the move. Where such items are not declared, the limits in section 4 apply.
If the customer does not disclose special, high-value or fragile items before the move, we may limit or decline responsibility for any claim relating to those items, to the extent permitted by law.
6. Fragile, Marble, Glass, Mirror and Decorative Items
Fragile, decorative, lightweight, brittle, low-cost imported, poorly manufactured or poorly packed items are moved at the customer’s own risk unless they are properly packed, protected and clearly disclosed to us before the move.
Marble tops, stone tops, glass tops, mirrors, pictures, artwork, televisions, monitors, ceramic items, plaster items, chandeliers, display items, decorative furniture and similar fragile goods must be packed in proper protective packaging, crates, cartons, bubble wrap, blankets or original manufacturer packaging before the move. If the customer asks us to move these items unpacked, loosely packed or without proper protection, they are moved at the customer’s own risk.
Claims for fragile items will only be considered where the items were properly packed, protected, disclosed to us before the move and handled directly by our team during the move.
We are not responsible for cracks, chips, scratches, cosmetic marks, dents, scuffs, loose joints, internal weakness or breakage to fragile, brittle, marble, stone, glass, mirror or decorative items where the item was not properly protected before the move, or where the item’s strength, condition or previous damage cannot be reasonably verified, except where the damage was caused by our failure to take reasonable care.
7. Second-Hand, Marketplace, Auction and Unknown-Condition Items
Items purchased from online marketplaces, auctions, second-hand stores, clearance sales, deceased estates, storage units or private sellers may have unknown history, hidden damage, poor assembly, previous repairs, missing parts, weak joints or structural weakness.
These items are moved at the customer’s own risk unless their condition, value and packaging are disclosed in writing before the move and accepted by us, except where damage is caused by our failure to take reasonable care. We may decline or limit liability for damage to these items where their previous condition cannot be reasonably verified.
8. Cosmetic Damage and Wear and Tear
Minor cosmetic damage, including small scratches, scuffs, dents, chips, rubbing marks, paint wear, polish marks, surface impressions and pressure marks, will not be accepted as a claim unless there is clear evidence that the damage occurred during the move as a result of our failure to take reasonable care.
We are not responsible for normal wear and tear, natural deterioration, loose joints, weak materials, previous repairs, fading, rust, swelling, water damage, sun damage, poor construction or pre-existing weakness.
9. Flat-Pack, MDF, Chipboard and Pressed-Wood Furniture
Flat-pack furniture, MDF, chipboard, particle board, pressed-wood furniture, low-cost furniture and furniture intended to be dismantled before transport can be weak and unstable during moving.
We are not responsible for damage to these items where the damage is caused by poor construction, age, previous assembly, weak joints, missing screws, loose fittings, previous repairs, the customer’s instruction not to dismantle, or the item’s inherent weakness. If we recommend dismantling an item and the customer instructs the team to move it without dismantling, the item is moved at the customer’s own risk.
10. Televisions, Electronics, Appliances and Mechanical Items
Televisions, monitors, computers, sound systems, appliances, fridges, washing machines, dryers, recliners, adjustable beds, gym equipment and other electrical or mechanical items must be properly packed and prepared before the move.
We are not responsible for internal faults, electronic faults, mechanical failure, software issues, loss of data, calibration issues or operational issues unless there is clear evidence of external physical damage caused by our team during the move.
Fridges and freezers must be emptied, defrosted and cleaned before moving. Washing machines, dishwashers and similar appliances must be disconnected, drained and prepared before moving.
11. Customer-Packed Items and Boxes
We are not responsible for damage to the contents of boxes, bags, tubs, cartons or items packed by the customer unless there is clear external damage to the box or item caused by our handling. The customer is responsible for ensuring boxes and items are packed safely, securely and suitably for transport. Fragile items must be clearly marked and packed with suitable protection.
12. Goods Not to Be Submitted for Removal
The following items must not be submitted for removal unless agreed in writing:
- Illegal, stolen, dangerous, explosive, flammable or hazardous goods.
- Gas bottles, aerosols, chemicals, paints, firearms, ammunition or dangerous substances.
- Money, jewellery, watches, precious stones, deeds, documents, securities, stamps, coins or valuable collections.
- Perishable items or goods requiring temperature-controlled conditions.
- Animals, birds, fish, reptiles or pets.
- Plants, unless accepted by us at the customer’s own risk.
- Goods likely to cause infestation, contamination, odour, leakage or pest issues.
- Items requiring a special licence, permit or government approval.
If the customer submits prohibited or unsafe goods without disclosure, we may refuse to move them and accept no liability for loss, damage, delay or cost arising from those goods.
13. Access, Parking, Stairs and Safety
The customer must disclose all access conditions before booking. This includes stairs, lifts, steep driveways, narrow access, long walks, tight hallways, poor parking, loading zones, building restrictions, balcony access, low-clearance areas and any unsafe condition.
Providing safe and legal parking is the customer’s responsibility. Any parking fines, waiting charges, access delays or additional costs caused by a lack of legal parking or access may be charged to the customer.
We may refuse to move items if our team reasonably believes the work is unsafe, may cause injury, may damage property, may damage the item, or cannot be completed safely with the resources booked.
Stairs, flights and internal access
For the purposes of these Terms, one flight of stairs means up to 12 individual steps. Any staircase containing more than 12 steps is treated as more than one flight, and additional stair charges may apply as advised in your quote or confirmed before the work proceeds.
Stairs, internal steps, external steps, split levels, steep driveways, sloped or declining driveways and long carrying distances must be disclosed before booking. Where stairs or steps are not disclosed, or are greater in number than disclosed, additional charges may apply.
Where a lift is to be used, the customer must ensure the lift is booked, operational and available for the duration of the move. If a booked lift is unavailable, out of service or restricted and stairs must be used instead, additional time and stair charges may apply.
Difficult and restricted access
Restricted or difficult access includes, but is not limited to:
- No safe or legal parking available within 25 metres of the entrance.
- No truck access to the property, or a driveway a truck cannot safely enter, exit or turn in.
- Steep, sloped, narrow, unsealed or declining driveways.
- Low-hanging trees, low clearance, overhead obstructions or height restrictions.
- Narrow doorways, tight corners, cramped staircases, restricted hallways or narrow gateways.
- Long carrying distances between the truck and the door.
- Unsealed, uneven, soft, muddy or otherwise unsafe ground.
- Restricted access times, loading dock bookings, boom gates or building management requirements.
All access conditions at both the pickup and delivery addresses must be disclosed before booking. Where access on the day is materially different from what was disclosed, additional charges may apply, additional time may be required, or we may be unable to complete the move as booked. Where access is unsafe, we may decline to perform that part of the work in accordance with section 19.
Heavy, bulky and awkward items
Items weighing more than 100 kg, and items that are unusually bulky or awkward regardless of weight, including pianos, pool tables, safes, stone and marble tops, large fridges, gym equipment, spas, oversized lounges and similar goods, must be disclosed in writing before booking. Photographs, dimensions and approximate weight must be provided where requested.
Additional movers, additional time, specialist equipment or an additional vehicle may be required for these items and will be charged accordingly. Where a heavy, bulky or awkward item is not disclosed before the move, we may decline to move the item, and waiting time, cancellation or additional charges may apply. Where the customer requests fewer movers than recommended for such an item, the customer must arrange suitable additional assistance at both addresses, and the item is moved at the customer’s own risk.
14. Damage to Premises or Property Other Than Goods
If our team causes damage to premises or property other than goods through a failure to take reasonable care, our liability is limited to making good the damaged area, subject to evidence, assessment and fair wear and tear.
We are not liable for damage caused by poor access, narrow spaces, customer instructions given against our advice, pre-existing property condition, weak surfaces, poor building condition, tight staircases, low ceilings, sharp corners or circumstances outside our reasonable control. If our team warns the customer that moving an item in a particular way may cause damage and the customer instructs the team to proceed anyway, the customer accepts that risk.
15. Condition Records, Damage Claims and Time Limits
Condition record and job completion
Our team may note or photograph existing marks, damage or weaknesses on items and property before or during the move. At completion, the customer or their authorised representative will be asked to check the goods and property and confirm the job record.
Reporting damage or loss
Visible damage to furniture, unpacked items or premises must be pointed out to our team before they leave the delivery address and noted on the job record.
Any other damage, loss or complaint, including damage to packed items or damage that was not reasonably visible on the day, must be reported to us in writing at info@aceremovals.com.au, with photos, within 24 hours of job completion. Reports received after this time may be declined where the delay prevents us from verifying that the damage occurred during the move.
The customer must provide clear photos, videos, item condition details, purchase information, repair quotes and any other evidence reasonably requested by us. We may reject or limit claims where:
- Damage is reported late.
- The item was not inspected before our team left.
- Another person moved, handled, unpacked or used the item after delivery.
- There is insufficient evidence that the damage occurred during the move.
- The item was already damaged, weak, unstable or poorly packed.
- The customer failed to disclose the item’s true condition, value, weight or risk before the move.
Customer or third-party handling
Where the customer, or any person other than our team, lifts, carries, loads, unloads or handles an item, we are not liable for loss of or damage to that item, or to any property, caused during that handling.
Goodwill offers
We may, at our discretion and without admission of liability, offer repair assistance, goodwill compensation or a capped settlement for minor matters. A goodwill offer does not mean we accept legal liability.
16. Delays, Arrival Times and Interstate Moves
Any arrival time we give is an estimate only. We do our best to arrive within the advised window; however, moving jobs can be delayed by previous jobs, traffic, weather, customer delays, access issues, settlement delays, lift delays, parking issues, road accidents or other circumstances outside our control.
For interstate, backload and shared-load moves, pickup and delivery dates are estimates and may change due to scheduling, route, road and weather conditions. We will keep you informed of any change to your estimated dates.
We are not liable for loss, cost, inconvenience or consequential loss caused by delay, except where required by law.
17. Payment Terms
Payment must be made during unloading and before the moving team completes the final unloading or leaves the delivery address, unless otherwise agreed in writing. We may request a deposit or upfront payment to confirm a booking.
Accepted payment methods may include cash, bank transfer, card payment or payment link, subject to availability.
Where you have provided card details, you authorise us to charge the amounts shown in your quote or booking confirmation, and any additional amounts confirmed with you, such as extra time, waiting time, tolls, parking or agreed extra services.
All invoices must be paid by the due date. Unpaid accounts may be referred for recovery, debt collection or legal action, and the customer may be liable for reasonable debt collection fees, legal costs, interest and recovery expenses.
Payment disputes and chargebacks
If you have a concern about your invoice, please contact us first so we can resolve it. Where a chargeback or payment dispute is lodged for services that were provided, we may provide job records, photos, communications and payment confirmations to the payment provider in response.
18. Cancellation and Rescheduling
Once a booking is confirmed, we reserve time, movers and truck availability for the customer.
Deposits
We may request a deposit to confirm your booking. The deposit amount will be shown in your quote or booking confirmation and is deducted from your final invoice. Once paid, your deposit secures your moving date, truck and crew. Because we reserve that time for you and decline other bookings for the same slot, the deposit is non-refundable if you cancel your booking.
- Rescheduling 24 hours or more before the booked start time: your deposit will be transferred to the new date, subject to availability.
- Cancelling, or rescheduling less than 24 hours before the booked start time: the deposit is retained, and the late cancellation terms below may also apply.
- If we cancel your booking: your deposit will be refunded in full to the original payment method, unless you choose to move it to a new date.
Late cancellation
If the customer cancels or reschedules less than 24 hours before the booked start time, a cancellation fee may apply. This may include a minimum one-hour charge, any call-out or travel charge shown in your quote, retention of the deposit or other reasonable costs incurred by us. The total cancellation fee will not exceed the reasonable costs we incur as a result of the late cancellation.
If our team attends the pickup address and the customer is not ready, is not contactable, has provided incorrect information, has unsafe access or no parking, or the job cannot proceed for other customer-related reasons, cancellation, waiting time or call-out charges may apply.
19. Right to Refuse, Stop or Terminate Work
We may refuse, stop, suspend or terminate a job if:
- The work environment is unsafe.
- The customer provides incorrect or incomplete information.
- The job is materially different from what was booked.
- There is abuse, threats, aggression or unsafe behaviour.
- Legal parking or safe access is not available.
- The item is unsafe, too heavy, too fragile, unstable or cannot be moved safely.
- The customer refuses to pay agreed charges.
- The customer asks the team to perform work outside the agreed service or against safety advice.
If a job is stopped or terminated due to customer conduct, unsafe conditions or incorrect information, the customer remains liable for charges incurred up to that point.
20. Staff Abuse and Safety
We do not tolerate verbal abuse, threats, harassment, intimidation, discrimination, unsafe behaviour or violence towards our staff, contractors or representatives. If our team is forced to leave due to abuse, threats, unsafe behaviour or unacceptable conduct, the customer remains liable for the work completed, any call-out or travel charge, waiting time and any other reasonable costs incurred.
21. Subcontractors
We may subcontract part or all of a job where required. These Terms & Conditions continue to apply to subcontracted work.
22. Route, Method and Vehicle Use
We may choose the route, method, truck, team and process used to complete the work, unless otherwise agreed in writing. Where appropriate, truck space may be used for more than one customer’s goods, provided this does not unreasonably affect the agreed service.
23. Lien, Storage and Redelivery
If the customer fails to pay charges that are due, we may exercise a lien over goods in our possession. This means we may hold the goods until all outstanding amounts, storage fees, redelivery fees, recovery costs and related charges are paid. If payment remains outstanding, we may sell or dispose of the goods to recover the amounts owed, but only after giving written notice and in accordance with the Unclaimed Goods Act 1987 (SA) and any other applicable law.
Storage, failed delivery and redelivery
Where delivery cannot be completed on the scheduled day for reasons outside our reasonable control, including the delivery property not being available, settlement not being completed, keys not being available, access being refused or unavailable, the customer not being contactable, or the customer being unable or unwilling to accept delivery, we may place the goods into secure storage.
Where delivery is delayed on the day, waiting time is charged in 30-minute increments at the applicable hourly rate. Where goods are placed into storage:
- Goods will be held at a secure storage facility.
- Storage is charged based on the volume of goods stored, per week or part week. Rates will be confirmed to you in writing when storage becomes necessary.
- Loading, unloading, handling and double-handling labour is charged at the applicable hourly rate.
- Redelivery is charged as a new booking, including any applicable call-out or travel charge, minimum booking period and hourly rate.
- All outstanding moving, storage, labour and redelivery charges must be paid in full before goods are released or redelivered.
These charges reflect the genuine costs we incur, including storage space, additional handling, vehicle time, crew time and administration, and are payable in addition to the original moving charges. Goods held in storage remain subject to our lien rights in this section.
24. Photos, Videos and Job Records
We may take photos or videos before, during or after a job for operational records, access evidence, item condition evidence, safety, damage assessment, dispute resolution, staff training or service improvement.
We may use non-private job photos or videos for marketing only where appropriate and without disclosing sensitive personal information. Customer faces, private documents, addresses or clearly private information will not be intentionally published without permission. If the customer does not want photos or videos used for marketing, they should tell us in writing. This does not prevent us from keeping photos or videos for job records, safety, evidence or dispute purposes.
25. Reviews, Feedback and Disputes
We welcome honest feedback. If you have a concern, please contact us first so we can review the matter fairly. We may keep records of communications, photos, job notes, payment details, access issues, damage reports and customer instructions to respond to disputes, chargebacks, claims or legal matters.
26. No Consequential Loss
To the maximum extent permitted by law, we are not liable for indirect, special or consequential loss, including loss of income, loss of rent, missed settlement, missed flights, hotel costs, business interruption, emotional distress, inconvenience, loss of opportunity or third-party charges arising from delay, damage, cancellation or service disruption.
27. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms & Conditions is intended to exclude, restrict or modify any right or remedy the customer has under the Australian Consumer Law or any other law that cannot lawfully be excluded, and every limitation in these Terms applies only to the extent permitted by law.
Where we are legally responsible for loss or damage, our responsibility will be assessed based on the evidence, circumstances, item condition, customer disclosure, packing quality, access conditions and applicable law.
28. General
- Entire agreement: these Terms & Conditions, together with your written quote and booking confirmation, form the entire agreement between us. If there is any inconsistency, the price and scope in your written quote or booking confirmation will apply.
- Changes to these Terms: we may update these Terms from time to time. The version published on our website at the time your booking is confirmed applies to your move.
- Severability: if any part of these Terms is found to be invalid or unenforceable, that part will be removed and the remaining Terms will continue to apply.
- Governing law: these Terms are governed by the laws of South Australia, and both parties submit to the jurisdiction of the courts and tribunals of South Australia.
29. Contact Details
For questions, bookings, claims or complaints, please contact:
TPSK Pty Ltd trading as Ace Removals
ABN: 34 648 898 775
Phone: 0402 129 300
Email: info@aceremovals.com.au
Website: aceremovals.com.au
See also our Privacy Policy.
