GOOD MOVE REMOVALS – IMPORTANT BOOKING TERMS
Please read the following important information before confirming your booking. This is a summary only and does not replace our full Terms & Conditions, which are set out below. By confirming your booking, you acknowledge that you have been given the opportunity to read and agree to the full Terms & Conditions.
Charges & payment: We do not offer fixed quotes. Your move is charged at the agreed half-hourly rate. Any time estimate is an estimate only and the final cost depends on the actual time and services required. An initial payment is required before the move begins, further payments may be required as prepaid time is used, and the final balance must be paid before completion of the move.
Access & move information: Please tell us before the move about stairs, lifts, difficult access, long carrying distances, parking restrictions, heavy or oversized items, fragile items and anything requiring dismantling or special handling. Undisclosed circumstances may result in additional time, staff, equipment or charges, or we may decline work that cannot be performed safely.
Fragile & high-value items: Please disclose fragile, unusually valuable or special-handling items before the move, including individual items valued above $1,500. Cash, jewellery, passports and important documents should be carried personally.
Customer-packed goods: Customers are responsible for ensuring goods they pack themselves are adequately packed for normal removal handling. Damage caused by inadequate packing is not covered by our Complimentary Damage Protection.
Appliances & electronics: Good Move does not normally test appliances, televisions, electronics or mechanical items before transport. An item failing to operate after a move does not by itself establish that the failure was caused by Good Move. Washing machines and similar appliances must be disconnected and drained before moving, and customers are responsible for reconnection and testing.
Existing or inherently weak items: Good Move is not responsible for pre-existing damage or deterioration caused solely by an item’s age, condition or inherent weakness. Particular care should be taken with flat-pack, MDF, chipboard and previously dismantled furniture.
Damage claims: Please inspect your belongings and property at completion of the move and report any apparent damage to our movers. Damage that is not immediately apparent should be reported as soon as reasonably practicable after discovery. Claims must be supported by reasonable evidence showing that the damage occurred while the goods or premises were being handled by Good Move or otherwise resulted from our Services. Good Move must be given a reasonable opportunity to inspect alleged damage before non-urgent repairs, disposal or replacement.
Complimentary Damage Protection: Good Move provides Complimentary Damage Protection subject to the full Terms & Conditions below. It is not an insurance policy and a $500 excess applies to claims made solely under this protection. Certain exclusions apply, including pre-existing damage, inadequate customer packing, inherent defects, internal mechanical/electrical failure without evidence of external physical damage, and undisclosed items valued above $1,500. Property damage is not covered by Complimentary Damage Protection unless agreed otherwise in writing.
Your legal rights: Our Complimentary Damage Protection and its exclusions are separate from your rights under the Australian Consumer Law. Nothing in our Terms & Conditions excludes or restricts rights that cannot legally be excluded.
PLEASE READ THE FULL TERMS & CONDITIONS BELOW
The information above is a summary of key conditions only. It does not contain every term, condition, exclusion or obligation applying to your booking. The full Good Move Removals Terms & Conditions below form part of your agreement with us and should be read before confirming your booking.
By confirming your booking, including by email, SMS, telephone, online booking or replying “YES” to your booking confirmation, you agree to the full Terms & Conditions below.
GOOD MOVE REMOVALS – TERMS & CONDITIONS
By booking services with Good Move Removals, the Customer agrees to these Terms & Conditions.
These Terms should be read together with the Customer’s booking confirmation, quotation or agreed rates.
1. DEFINITIONS
1.1 “Good Move”, “we”, “us” or “our” means Good Move Removals and, where applicable, its employees, contractors and subcontractors.
1.2 “Customer”, “you” or “your” means the person booking or authorising the Services and any authorised representative acting on their behalf.
1.3 “Goods” means furniture, boxes, personal belongings and other items which we agree to move, handle or transport.
1.4 “Services” means the removal, transport, handling and any additional services agreed between Good Move and the Customer.
1.5 “Premises” means any collection, delivery or other location at which we perform the Services.
2. BOOKING AND ACCEPTANCE
2.1 By confirming a booking, including by email, SMS, telephone confirmation, online booking or replying “YES” to a booking confirmation, the Customer accepts these Terms & Conditions.
2.2 The Customer must be given a reasonable opportunity to access these Terms before confirming the booking.
2.3 The booking confirmation, agreed rates and these Terms together form the agreement between Good Move and the Customer.
2.4 Any estimate of the time required for a move is an estimate only.
3. OUR OBLIGATIONS
3.1 Good Move will perform the Services with the degree of care and skill reasonably expected of a competent removal service provider.
3.2 We will take reasonable care when handling the Customer’s Goods and when working at the Premises.
3.3 We will take reasonable steps to follow any special handling instructions disclosed to and accepted by us before the Goods are moved.
3.4 Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
4. CUSTOMER RESPONSIBILITIES
4.1 The Customer must provide accurate information about the move, including:
collection and delivery addresses;
stairs, lifts and access restrictions;
parking restrictions;
unusually long carrying distances;
narrow doors, hallways or staircases;
difficult or unsafe access;
unusually heavy, fragile or oversized items;
pianos, safes, pool tables, stone furniture or similar items;
items requiring dismantling or specialist handling; and
any other circumstances likely to affect the time, equipment or staff required.
4.2 Where important information has not been disclosed, we may reasonably adjust the estimated time, staffing, equipment or price required to complete the move.
4.3 If the undisclosed circumstances make the work unsafe or materially different from the work booked, we may refuse or suspend that part of the Services.
4.4 The Customer warrants that they own the Goods or have authority from the owner to arrange their removal.
4.5 The Customer or an authorised adult representative must be available during loading and unloading and at completion of the move.
4.6 Customers must not enter our vehicles or assist our workers with lifting at any time.
5. ACCESS AND DIFFICULT ITEMS
5.1 The Customer is responsible for ensuring reasonable and safe access to the Premises.
5.2 Where an item cannot reasonably pass through an available doorway, staircase, lift, hallway or other access point without a significant risk of damage, we may:
decline to move the item through that access point;
request that the item be dismantled;
recommend specialist assistance; or
move the item only after discussing the additional risk with the Customer.
5.3 We are not responsible for damage resulting solely from the Customer directing us to attempt an unusually difficult manoeuvre after we have reasonably warned the Customer of the particular risk, except to the extent that the damage results from our failure to exercise due care and skill.
5.4 Balcony lifts, crane lifts, hoisting and other specialist lifting services are not available through our service, and will not be attempted under any circumstance.
6. GOODS WE WILL NOT CARRY
6.1 We will not transport any of these items:
explosives;
firearms or ammunition;
fuel or flammable liquids;
gas bottles unless empty and made safe;
dangerous chemicals;
illegal goods;
hazardous substances;
live animals;
perishable goods requiring temperature-controlled transport; or
any item that cannot reasonably or safely be transported in our vehicles.
6.2 The Customer must tell us about any potentially dangerous Goods before the move.
6.3 If dangerous or prohibited Goods are discovered during the move, we may refuse to transport them and take reasonable steps necessary to protect people, property and our vehicles.
7. PACKING AND CUSTOMER-PACKED GOODS
7.1 Where the Customer packs their own boxes or Goods, the Customer is responsible for ensuring they are appropriately packed and suitable for normal removal handling.
7.2 Good Move is not responsible for loss or damage caused by inadequate packing performed by the Customer or another third party.
7.3 Good Move will not ordinarily be responsible for damage to contents packed by the Customer or another third party unless there is evidence reasonably establishing that the damage resulted from the performance of the Services.
7.4 Particularly fragile items should be disclosed before the move so appropriate handling can be discussed.
8. FRAGILE AND HIGH-VALUE GOODS
8.1 The Customer must tell us before the move about any item requiring special handling or having an unusually high value.
Examples include:
artwork;
antiques;
jewellery;
collectibles;
designer furniture;
marble, stone and glass items;
musical instruments;
unusually expensive electronics; and
individual items valued above $1500.
8.2 Failure to disclose an item’s nature or special handling requirements may affect the complimentary protection available under section 15 but does not remove any rights the Customer may have under applicable law.
8.3 Jewellery, cash, passports, important documents and other small high-value personal items should be carried personally by the Customer.
9. APPLIANCES, ELECTRONICS AND MECHANICAL ITEMS
9.1 Good Move does not test the internal operation of appliances, televisions, electronics or mechanical equipment before moving them unless expressly agreed.
9.2 Good Move is not ordinarily responsible for internal mechanical, electrical or electronic failure where there is no evidence reasonably establishing that the failure was caused during the performance of the Services. The fact that an appliance, television, electronic or mechanical item does not operate after being moved does not, by itself, establish that the failure was caused by Good Move.
9.3 Refrigerators and freezers must be emptied and prepared appropriately before transport.
9.4 Washing machines, dishwashers and similar appliances must be disconnected and drained before moving.
9.5 The Customer is responsible for reconnecting and testing appliances after the move, this is not a service that we offer and should be carried out by a professional.
10. DISMANTLING AND REASSEMBLY
10.1 Where requested, our movers may dismantle and reassemble ordinary furniture at the customer’s request.
10.2 Some furniture, particularly flat-pack, particleboard, MDF, chipboard and previously dismantled furniture, may weaken through repeated assembly and disassembly.
10.3 Good Move is not responsible for failure or deterioration caused solely by an item’s existing condition, inherent weakness, age, deterioration or previous assembly. The fact that an item fails or deteriorates during or after handling does not, by itself, establish that the failure or deterioration was caused by Good Move.
10.4 We may decline to dismantle or reassemble an item where our movers reasonably believe doing so may damage the item or create a safety risk.
11. CHARGES AND PAYMENT
11.1 We do not offer fixed quotes. Services are charged at the agreed half-hourly rate and in the billing increments stated in the booking confirmation.
11.2 Charges commence at the time stated in the booking confirmation, ordinarily when our crew arrives at the collection address, and continue while removal services are being performed.
11.3 Chargeable time may include reasonable waiting time caused by circumstances within the Customer’s control, including unavailable access, unavailable keys, delays caused by the Customer or waiting for the Customer to provide instructions.
11.4 Time charges cease when the removal Services are completed, except for additional Services or waiting time properly chargeable under these Terms.
11.5 Before commencing the move, we require an initial payment based on the estimated duration of the move.
11.6 An estimate is not a fixed price. The final amount will depend upon the actual time and Services required.
11.7 Further payment may be required during the move when prepaid time has been used.
11.8 The final balance is payable before completion of the Services. Good Move may request final payment during the move based on the remaining estimated time required to complete the Services.
11.9 If additional time is required after the final payment has been made, any further amount properly due under the agreed half-hourly rate must be paid before the Services are completed.
12. CARD PAYMENT AUTHORITY
12.1 Where the Customer provides a debit or credit card for payment, the Customer authorises Good Move to process amounts that are properly due under the agreed booking and these Terms.
12.2 This may include:
agreed removal charges;
additional time actually incurred;
agreed additional Services;
waiting time chargeable under these Terms;
agreed call-out or travel charges; and
storage charges where applicable.
12.3 We will not use this authority to charge arbitrary amounts or charges that are not authorised by the agreement.
12.4 Where reasonably practicable, we will provide the Customer with the amount due or an invoice before processing a final payment.
12.5 If the Customer disputes a charge, they should contact Good Move promptly so the charge can be investigated.
12.6 A payment dispute does not remove the Customer’s obligation to pay amounts that are not genuinely disputed.
13. DELAYS AND SCHEDULING
13.1 Arrival times are estimates only.
13.2 Removal work can be affected by traffic, weather, previous jobs, vehicle breakdowns, road closures, accidents and other circumstances outside our reasonable control.
13.3 We will take reasonable steps to notify the Customer of significant delays.
13.4 Good Move is not liable for delay caused by circumstances outside our reasonable control, except to the extent otherwise required by law.
14. LOSS, DAMAGE AND CLAIM NOTIFICATION
14.1 Customers are encouraged to inspect their Goods and the Premises at completion of the move and tell the movers about any apparent damage.
14.2 Customers should inspect their Goods and the Premises as soon as reasonably practicable after completion of the move. Any damage that is not immediately apparent should be reported to Good Move as soon as reasonably practicable after it is discovered.
14.3 The Customer must provide reasonable information and evidence to support a claim, including where available:
photographs showing the alleged damage;
photographs showing the whole item and surrounding area;
proof of ownership or purchase where relevant;
details of the item’s approximate age and condition;
repair quotations where appropriate; and
any other information reasonably required for Good Move to investigate the claim.
14.4 Where damage is reported after completion of the move, Good Move may consider the time that has passed, whether the Goods or Premises have been used, moved, handled or accessed by other persons, and whether there is sufficient evidence to establish that the damage occurred while the Services were being performed.
14.5 Good Move is not responsible for damage merely because it is discovered after a move. The Customer must be able to reasonably establish that the alleged damage occurred while the Goods or Premises were being handled by Good Move or otherwise resulted from the Services provided by Good Move.
14.6 A delay in reporting damage may affect Good Move’s ability to investigate the claim and may affect whether the claim can be substantiated. Nothing in this section excludes any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
14.7 Good Move must be given a reasonable opportunity to inspect the allegedly damaged Goods or property before repairs, disposal or replacement are undertaken, where reasonably practicable. Customers should not dispose of damaged Goods before Good Move has had a reasonable opportunity to inspect them, unless disposal is reasonably necessary for health, safety or another urgent reason.
15. COMPLIMENTARY DAMAGE PROTECTION
15.1 Good Move provides customers with Complimentary Damage Protection subject to this section in addition to any rights available under Australian law.
15.2 This complimentary protection is not represented as an insurance policy and is separate from the Customer’s statutory rights.
15.3 A $500 excess applies to claims made solely under Good Move’s Complimentary Damage Protection.
15.4 Unless Good Move agrees otherwise in writing, the complimentary protection does not cover:
Goods packed by the Customer or another third party where the damage results from inadequate packing;
pre-existing damage;
ordinary wear and tear;
inherent defects or weaknesses;
deterioration due to age;
internal mechanical, electrical or electronic failure without evidence of external physical damage;
plants and perishables;
cash, jewellery and important documents;
items valued above $1500 that were not disclosed before the move;
damage caused by the Customer or another third party; or
damage arising solely from circumstances outside Good Move’s reasonable control.
15.5 Property damage is not covered by the complimentary damage protection unless Good Move agrees otherwise in writing.
15.6 Sections 15.3–15.5 concern only Good Move’s complimentary damage protection. They do not exclude, restrict or modify any right or remedy the Customer may have under the Australian Consumer Law or other applicable law.
15.7 Customers wanting broader accidental damage protection for their Goods or property should consider arranging their own appropriate insurance before the move.
16. PRE-EXISTING DAMAGE
16.1 Good Move is not responsible for damage that existed before we handled an item.
16.2 Our movers may photograph or record existing damage before moving an item.
16.3 The Customer should identify significant existing damage before the item is moved.
16.4 Existing scratches, cracks, loose components, structural weakness or deterioration may worsen through normal and careful handling. Good Move is not responsible for deterioration caused solely by an item’s pre-existing condition or inherent weakness.
17. MISSING ITEMS
17.1 The Customer should check the collection premises before departure to ensure all required Goods have been loaded.
17.2 The Customer should also check the delivery premises and, where practicable, confirm that all Goods have been unloaded.
17.3 Good Move will reasonably investigate any report of missing Goods.
17.4 Good Move is not responsible for Goods that were not provided to our crew for transport or were left behind because they were not reasonably identifiable as Goods to be moved.
17.5 Nothing in this section excludes liability where Goods entrusted to Good Move are lost because we failed to exercise due care and skill.
18. DELIVERY WHEN CUSTOMER IS UNAVAILABLE
18.1 Goods will normally be delivered to the Customer or an authorised adult representative.
18.2 If delivery cannot reasonably be completed because the Customer or their representative is unavailable or access cannot be obtained, we will attempt to contact the Customer to arrange an alternative delivery.
18.3 Where reasonably necessary, the Goods may be placed into suitable third-party storage until delivery can be completed.
18.4 The Customer is responsible for reasonable additional transport, waiting, redelivery and storage costs resulting from their failure to provide agreed access or receive the Goods.
19. REFUSAL OR SUSPENSION OF WORK
19.1 Good Move may refuse or suspend Services where reasonably necessary because:
conditions are unsafe;
a person is abusive, threatening or violent;
access creates an unreasonable safety risk;
Goods are dangerous or prohibited;
the work is materially different from what was booked because important information was not disclosed; or
continuing the Services would breach applicable law or workplace safety requirements.
19.2 Where reasonably possible, we will explain why work has been refused or suspended.
19.3 The Customer remains responsible for reasonable charges for Services properly performed before suspension or termination.
19.4 The Customer may ask us to stop the move at any time. The Customer remains responsible for reasonable charges for Services properly performed up to the time the Services are stopped.
20. SUBCONTRACTORS
20.1 Good Move may use suitably qualified contractors or subcontractors to perform all or part of the Services.
20.2 Good Move remains responsible for its obligations to the Customer to the extent required by law.
21. CANCELLATION AND RESCHEDULING
21.1 Any cancellation or rescheduling terms, including applicable notice periods or fees, will be disclosed at the time of booking.
21.2 Any cancellation fee will be reasonable having regard to the notice provided and the loss reasonably incurred by Good Move because of the cancellation.
21.3 Good Move may waive or reduce a cancellation fee at its discretion where appropriate.
22. LIABILITY
22.1 Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
22.2 Subject to section 22.1, Good Move is not responsible for loss or damage to the extent it results from:
pre-existing damage;
inherent defects or weaknesses;
inadequate packing by the Customer or a third party;
incorrect information supplied by the Customer;
acts or omissions of the Customer or another third party; or
circumstances outside Good Move’s reasonable control.
22.3 Where both Good Move and the Customer or another person contributed to a loss, responsibility will be determined according to applicable law and the circumstances of the loss.
23. AUSTRALIAN CONSUMER LAW
23.1 Our Services come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.
23.2 Nothing in these Terms is intended to exclude, restrict or modify those guarantees or any other statutory right or remedy that cannot lawfully be excluded.
23.3 Any complimentary protection, exclusion, excess or claims procedure contained in these Terms operates in addition to, and not instead of, applicable statutory rights.
24. COMPLAINTS AND DISPUTES
24.1 If the Customer has a concern about the Services, they should contact Good Move as soon as reasonably practicable and provide sufficient information for us to investigate.
24.2 Good Move will consider complaints reasonably and in good faith.
24.3 The Customer should give Good Move a reasonable opportunity to inspect alleged damage and propose an appropriate remedy before arranging non-urgent repairs where reasonably practicable.
24.4 Nothing in this section prevents either party from exercising any legal right or contacting an appropriate consumer protection body or tribunal.
25. GENERAL
25.1 Notices and communications may be provided by email, SMS, or another contact method agreed with the Customer.
25.2 If any provision of these Terms is unlawful, invalid or unenforceable, that provision will be read down or severed to the extent necessary without affecting the remaining provisions.
25.3 A failure by Good Move to enforce a provision on one occasion does not waive our right to enforce it later.
25.4 These Terms are governed by the laws applicable in Queensland, Australia, subject to any law that requires otherwise.
25.5 Good Move may update these Terms from time to time. The Terms applying to a booking are the Terms provided or made available to the Customer when that booking is confirmed.
IMPORTANT INFORMATION ABOUT DAMAGE AND INSURANCE
Good Move takes reasonable care when handling your belongings, however moving furniture and household goods involves risks.
Good Move’s complimentary damage protection is not a substitute for comprehensive moving or household insurance.
Customers who require broader protection for their belongings, including fragile or high-value Goods and property damage, should consider arranging appropriate insurance before their move.
Nothing in Good Move’s complimentary protection limits any rights you may have under the Australian Consumer Law.