Terms of Services
1. Introduction
Ace Movers Pty Ltd (hereinafter referred to as “the Company”) is fully committed to providing a professional, high-quality, and stress-free moving experience. These Terms of Service (“Terms”) constitute a legally binding agreement and outline the rights, responsibilities, and obligations of the Company and the customer (“Customer”). By engaging the Company’s services, the Customer acknowledges and agrees to abide by and be bound by the following terms and conditions, in their entirety, without exception or modification.
2. Insurance for Damages
2.1. Non-Electronic Items: The Company shall exercise the utmost due care when handling the Customer’s non-electronic items, including but not limited to furniture, decor, and household goods. Notwithstanding such efforts, in the event of any damage occurring to non-electronic items, the Customer must notify the Company within twenty-four (24) hours from the conclusion of the move, in order to submit a valid claim under the applicable insurance coverage. Any claim submitted outside of this specified time frame shall be deemed invalid, and the Company shall have no liability whatsoever in connection with such claims.
2.2. Electronic Items: For electronic items, including but not limited to televisions, refrigerators, and other electronic appliances, the Company shall be liable solely for external physical damage, and shall not be responsible for any internal electronic damage unless it can be conclusively demonstrated that such internal damage was directly caused by an external impact that occurred during the Company’s handling of the item. The Customer is required to conduct an inspection of all electronic items upon delivery and prior to signing off on the move.
2.3. Coverage for Fragile Items: Fragile items, such as but not limited to televisions, mirrors, and glassware, shall only be covered by insurance if they have been packed in their original packaging or in an appropriately secure, well-fitting box, as determined by the Company in its sole discretion. The Company’s insurance coverage shall extend exclusively to external physical damage, and shall explicitly exclude internal damage or damage resulting from inadequate packing by the Customer.
3. Liability for Packed Items
3.1. The Company shall not be held liable for any damage to items that have been packed by the Customer or by any party other than the Company. This includes, but is not limited to, fragile items such as crockery, glassware, artwork, and other items that may be susceptible to damage due to road conditions, including but not limited to bumps, vibrations, and other transport-related conditions. The Customer is strongly encouraged to engage the Company’s professional packing services to mitigate the risk of damage to fragile items.
4. General Wear and Tear
4.1. During the normal course of the moving process, minor wear and tear may occur, including but not limited to minor scratches, scuffs, or dents to walls, flooring, or furniture. The Company shall not be liable for such minor wear and tear, except where it is determined that the damage resulted from gross negligence or willful misconduct on the part of the Company’s employees or agents. In cases where compensation is deemed appropriate, the amount shall be assessed reasonably and shall range between fifty Australian dollars (AUD 50) and one hundred fifty Australian dollars (AUD 150), depending on the extent and nature of the damage.
5. Aggression and Service Denial
5.1. The Company maintains a strict zero-tolerance policy with respect to aggression, harassment, and any form of disrespectful conduct directed toward its employees, agents, or representatives. For the purposes of these Terms, aggression shall include, but shall not be limited to, any behaviour that is hostile, threatening, abusive, or otherwise intended to intimidate or cause harm to the Company’s personnel, whether physically or verbally.
5.2. The Company expressly reserves the right, at its sole discretion, to refuse or discontinue service to any individual or entity that engages in aggressive, abusive, or disrespectful conduct. In such circumstances, the Company shall not be liable for any losses, damages, or costs incurred by the Customer as a result of the denial of service.
6. Cancellations and Refund Policy
6.1. Booking Deposit: In order to secure a booking, the Customer shall be required to pay a deposit. For local moves, a deposit of fifty Australian dollars (AUD 50) shall be required; for regional moves, the applicable standard callout fee shall be payable; and for interstate moves, a deposit equal to thirty-three and one-third percent (33.3%) of the total cost of the move shall be required.
6.2. Cancellation by Customer: In the event that the Customer elects to cancel a booking, any deposit paid by the Customer shall be non-refundable. The Customer acknowledges that such a deposit is intended to compensate the Company for administrative costs and the reservation of resources. In case of cancellation by the customer on the day of move, the customer shall be liable to pay the amount equivalent to minimum job which is 2.5 hours.
6.3. Cancellation by the Company: In the event that the Company elects to cancel a booking for any reason other than a breach of these Terms by the Customer, the Company shall refund any deposit paid by the Customer in full. Such a refund shall constitute the Customer’s sole and exclusive remedy in connection with such cancellation, and the Company shall have no further liability.
7. Payment Terms
7.1. Payment shall be required when seventy-five percent (75%) of the unloading process is complete, which shall mean when seventy-five percent (75%) of the items have been unloaded from the Company’s vehicle. The Customer shall ensure that payment is made promptly in accordance with this requirement.
7.2. The Company accepts payment by cash, bank transfer, or credit/debit card. A surcharge of two and two-tenths percent (2.2%) shall apply to all card payments, which shall be applied to the full transaction amount. Additionally, a ten percent (10%) Goods and Services Tax (GST) shall be applied to the final bill, in accordance with applicable law.
8. Feedback and Issues During the Move
8.1. In the event that the Customer experiences any issues during the move or wishes to provide feedback regarding the conduct of the Company’s employees, agents, or representatives, the Customer may contact the Company by calling 1300-136-735 or by emailing help@acemovers.com.au. The Company shall make reasonable efforts to address such issues promptly and in good faith.
9. Additional Terms
9.1. Toll Roads: The Company shall not utilise toll roads during the move unless expressly requested by the Customer in writing. Any toll charges incurred at the Customer’s request shall be the sole responsibility of the Customer.
9.2. Amendments: The Company reserves the right to amend, modify, or update these Terms at any time, in its sole discretion. Any such changes shall be communicated to the Customer via the Company’s website or by email, and the continued use of the Company’s services following such communication shall constitute acceptance of the revised Terms by the Customer.
10. Governing Law
10.1. These Terms shall be governed by, and shall be construed in accordance with, the laws of the state or territory in which the services are provided, without regard to its conflict of law principles. The parties hereby submit to the exclusive jurisdiction of the courts of that state or territory.
11. Access and Preparation Requirements
11.1. Access Requirements: The Customer shall be solely responsible for ensuring that the premises are accessible to the Company’s moving crew, including but not limited to arranging for any required parking permits, reserving elevators, and ensuring that all entry points are clear of obstructions. The Company shall not be liable for any delays or additional costs arising from the Customer’s failure to provide adequate access.
11.2. Preparation Requirements: The Customer shall ensure that all items are prepared and ready to be moved prior to the arrival of the Company’s moving crew. This shall include, but shall not be limited to, unplugging appliances, securing fragile items, etc. The Company shall not be liable for any delays or additional costs arising from the Customer’s failure to adequately prepare.
12. Customer Responsibilities
12.1. Inventory List: The Customer shall provide an accurate and complete inventory list of all items to be moved. The Company shall not be liable for any loss or damage to items that were not listed or disclosed by the Customer prior to the move.
12.2. Prohibited Items: The Customer shall not include in the move any items that are hazardous, illegal, or otherwise prohibited by law, including but not limited to hazardous materials, illegal substances, and perishable food items. The Company reserves the right to refuse the transportation of any prohibited items, and the Customer shall be solely liable for any consequences arising from the inclusion of such items.
12.3. Property Protection: The Customer shall be responsible for taking all necessary precautions to protect their property, including but not limited to flooring, walls, and other vulnerable areas, from potential damage during the move. The Company shall not be liable for any damage to unprotected property.
13. Delays and Waiting Time
13.1. Waiting Time Charges: If the Company’s moving crew is delayed due to issues attributable to the Customer, including but not limited to lack of access to premises, unprepared items, or payment delays, the Customer shall be liable for additional waiting time charges, which shall be billed at the Company’s standard hourly rate.
13.2. Force Majeure: The Company shall not be liable for any delay or failure to perform its obligations under these Terms due to events or circumstances beyond its reasonable control, including but not limited to natural disasters, severe weather conditions, road closures, strikes, labour disputes, acts of terrorism, or any other unforeseen events. In such cases, the Company reserves the right to reschedule or cancel the move without liability.
14. Storage Services
14.1. Short-Term Storage: If the Customer’s new location is not immediately available, the Company may, at the Customer’s request, provide short-term storage solutions. Such storage services shall be charged separately and subject to the terms and conditions of the Company’s storage agreement. The Company’s liability for stored items shall be limited, as set forth herein.
14.2. Storage Liability: The Company’s liability for items placed in storage shall be limited solely to external damage, and shall not extend to damage resulting from internal conditions, inherent defects, or other factors beyond the Company’s control. The Customer is encouraged to purchase additional insurance coverage for high-value items in storage.
15. Valuables and Personal Effects
15.1. Valuables: The Company strongly recommends that the Customer personally transport all valuables, including but not limited to jewellery, important documents, and personal effects. The Company shall not be liable for the loss of or damage to any such valuables during the move.
16. Limitations of Liability
16.1. Maximum Liability: The Company’s liability for any loss or damage to the Customer’s property shall be limited to one hundred Australian dollars (AUD 100) per item or one thousand Australian dollars (AUD 1,000) in total, unless otherwise agreed in writing by the parties prior to the commencement of the move.
16.2. No Liability for Consequential Losses: Under no circumstances shall the Company be liable for any consequential, incidental, or indirect losses suffered by the Customer, including but not limited to loss of profit, loss of income, loss of business opportunity, or any other form of economic loss.
17. Claims Procedure
17.1. Filing a Claim: The Customer must file any claim for loss or damage in writing within seven (7) days from the date of the move. Claims submitted outside of this period shall be deemed null and void, and the Company shall have no liability in respect of such claims.
17.2. Evidence Required: The Customer shall provide all necessary documentation to support a claim, including but not limited to photographic evidence of the damage, proof of ownership, and any other relevant supporting documents. Failure to provide adequate evidence shall result in the denial of the claim.
18. Crew and Labor
18.1. Number of Crew Members: The Company reserves the right to determine, at its sole discretion, the number of crew members required for the move, based on the scope, size, and location of the job. The Customer acknowledges that such determination shall be made in the interest of safety, efficiency, and compliance with applicable regulations.
18.2. Subcontractors: The Company may engage subcontractors to perform all or part of the moving services. Any subcontractors engaged by the Company shall be duly licensed and insured, and shall be bound by the same obligations and standards as the Company under these Terms.
19. Insurance
19.1. Public Liability Goods In Transit Insurance: The Company shall provide Public Liability Goods in Transit insurance, which shall cover external damage to items during the move. The Customer acknowledges and agrees that such insurance shall not cover internal electronic damage without corresponding external damage, nor shall it cover any damage resulting from inherent defects or inadequate packaging.
20. Damage to Premises
20.1. Damage to Property: The Company shall not be liable for any damage to the Customer’s premises, including but not limited to walls, floors, ceilings, or fixtures, unless such damage is caused by negligence on the part of the Company’s crew. The Customer is advised to take appropriate precautions to protect vulnerable areas of their property.
21. Disposal of Unwanted Items
21.1. Disposal Fees: In the event that the Customer requests the disposal of unwanted items, the Company shall charge additional fees for such services. The Customer shall ensure that all items for disposal comply with applicable local regulations and shall bear all costs and responsibilities associated with non-compliance.
22. Pets and Living Organisms
22.1. Pet Transportation: The Company does not, under any circumstances, transport pets, plants, or any other living organisms. The Customer shall be solely responsible for making separate arrangements for the safe and lawful transportation of pets, plants, or other living organisms.
23. Additional Clauses
23.1. High-Value Items: The Customer shall declare any high-value items, including but not limited to antiques, collectibles, and expensive electronics, prior to the commencement of the move. The Company’s liability for such high-value items shall be limited unless additional insurance coverage is arranged by the Customer.
23.2. Disassembly and Reassembly: The Company shall, upon request, provide disassembly and reassembly services for furniture and other items. Notwithstanding the foregoing, the Company shall not be liable for any damage resulting from pre-existing defects, ordinary wear and tear, or improper assembly of furniture prior to disassembly.
23.3. Inclement Weather Policy: In the event of inclement weather conditions that, in the Company’s sole judgement, pose a risk to the safety of the crew or to the Customer’s property, the Company reserves the right to delay, reschedule, or modify the move. The Customer shall be notified promptly, and alternative arrangements shall be made to complete the move in a safe and reasonable manner.
23.4. Mantling and Dismantling of Furniture for Interstate Moves: In the event that the need for mantling or dismantling of furniture items is not disclosed to the Company prior to the finalisation of the quotation and booking for an interstate move, the time required for such activities shall be billed at the hourly rate applicable to the truck provided. The Customer acknowledges and agrees that any requirements for mantling or dismantling furniture for interstate moves must be disclosed to the Company prior to the finalisation of the booking in order to avoid additional charges.
23.5. Insurance for Interstate Moves: The Customer acknowledges and agrees that interstate moves shall not be covered under the Company’s insurance policies. As such, the Customer assumes all risk of loss or damage to their property during interstate moves, and the Company shall not be liable for any loss or damage incurred.
Happy Moving!
Ace Movers Pty Ltd.