Terms & Conditions.

1. About these terms

1. These terms apply to removal and related services supplied by Brisbane Moving Company Pty Ltd (ABN 44 702 633 216), based in Slacks Creek, Queensland (we, us, our), to the person who books them (you).
2. Your agreement with us is made up of your written quote, your booking confirmation and these terms. If your quote or booking confirmation says something different from these terms, the quote or booking confirmation applies.
3. We include a link to these terms in every quote and booking confirmation. By confirming a booking over the phone, accepting a quote in writing (including by email or SMS), or paying a booking deposit, you agree to these terms, as long as they were made available to you before you accepted. Please read them carefully before you book.
4. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. Section 13 explains this further.
5. Contact us at hello@brisbanemovingcompany.com.au. Enquiries are answered 8am–6pm, Monday to Saturday.

2. Quotes and estimates

1. We prepare your quote from the information you give us: your inventory, the addresses, access at each location (stairs, lifts, parking, long carries and driveway access) and any heavy, fragile or specialist items.
2. Because we charge by the hour, any estimate of how long your move will take is a guide only. You pay for the actual time taken, at the rates in your quote.
3. If the inventory or access on the day is materially different from what you told us, the move may need more time, more movers, a larger truck or another trip. We will explain the change and the likely extra cost before doing extra work. If you do not agree, we will discuss options such as moving only the items originally quoted, or rescheduling. You pay for time already worked.
4. Quotes are valid for 30 days unless the quote says otherwise.

3. Prices and charges

1. Hourly rates. Our standard hourly rates for a truck and two professional movers range from $125 to $169 per hour + GST, depending on the type of move, the truck size and the services required. Higher hourly rates may apply to complex, specialised or non-standard moves that need additional movers, larger trucks, specialised equipment or additional labour. Your quote sets out the hourly rate and any additional charges for your move, and all rates and charges are agreed before your booking is confirmed.
2. Charged time and billing. Your quote or booking confirmation states which of these billing methods applies to your move, along with the hourly rate and any call-out fee:
   • Depot-to-depot: chargeable time starts when our crew leaves our depot in Slacks Creek and ends when the crew returns to the depot after your move. It includes travel to your pick-up address, the move itself and the return trip to the depot.
   • Call-out fee: instead of depot-to-depot travel, you pay an agreed call-out fee. Chargeable time then starts when our crew arrives at your pick-up address and ends when the move is finished at your final delivery address.
   • Billing increments: chargeable time is calculated in 30-minute increments. Any part of a 30-minute period is rounded up to the next full 30 minutes.
3. Travel. Additional travel charges may apply for outer or remote areas. For interstate and long-distance moves, travel charges are set out in your quote. We confirm the travel charges that apply to you before you book.
4. Included at no extra cost: quilted blankets and furniture pads, stretch wrap, ratchet straps, flat dollies and hand trolleys, and basic dismantling and reassembly of furniture. Bubble wrap and dish packing paper are available on request. Cartons and other packing materials cost extra.
5. Packing and unpacking. Packing and unpacking labour is charged at the hourly rate in your quote, based on the number of workers and the services required. Packing materials may cost extra.
6. Additional charges (GST inclusive) apply where relevant and are shown in your quote where we know about them in advance:
   • stairs: $48 per flight. Every 10 steps, or part of 10 steps, counts as one flight, regardless of landings or floor levels;
   • items over 90 kg: $48 per item;
   • appliances: $48 per item;
   • additional pick-up or drop-off locations: $48 per location;
   • extra loading or unloading trips: $48 per trip;
   • hoisting: $48 per item hoisted;
   • driveways the truck cannot access, so items must be carried a longer distance: $48;
   • piano relocation: $149, subject to an access assessment;
   • waste disposal: $95 minimum, with the final fee based on the weight and type of waste;
   • parking, tolls and permit costs: passed on to you.
7. Weekends and public holidays. Bookings are available. Any additional charges are confirmed before you book.
8. All prices are in Australian dollars and include GST unless we say otherwise.

4. Booking and payment

1. A deposit equal to two hours at your quoted hourly rate is required to secure your booking (for example, $250 + GST if your quoted rate is $125 per hour + GST). The deposit is set out in your quote or booking confirmation and is deducted from your final invoice.
2. Your booking is confirmed when we receive your deposit and send you a booking confirmation.
3. The balance is payable on completion of the job. We accept cash, bank transfer, Visa, Mastercard and American Express. Any card surcharge is disclosed before you pay.
4. Your invoice will show the time charged, travel and any additional charges.
5. If an amount is not paid when due, we may take reasonable steps to recover it, including through QCAT or a court, and may recover our reasonable costs of doing so where the law allows.

5. Rescheduling and cancellation

If you need to reschedule

1. You can ask to move your booking to another date by email or phone. If you give us at least 48 hours' notice before the scheduled start time, we will move your booking and deposit to the new date at no charge, subject to availability.
2. A request to reschedule with less than 48 hours' notice may be treated as a late cancellation under "If you cancel" below.

If you cancel

1. Please cancel in writing by email so we both have a clear record of the time you cancelled.
2. At least 48 hours before the scheduled start time: no cancellation fee applies. We refund your deposit in full, less any reasonable costs we have already paid specifically for your move (such as parking permits or packing materials ordered for you), which we will show you.
3. Less than 48 hours before the scheduled start time, or if our crew arrives and the move cannot go ahead for reasons within your control: a cancellation fee equal to three hours at your booked hourly rate applies. This covers the crew and truck we have committed to your move, which we usually cannot rebook at short notice. We deduct the fee from your deposit and refund any balance. If the fee is more than your deposit, you must pay the difference.
4. If we fill your booked time with another job, we will reduce or waive the cancellation fee.
5. No cancellation fee applies if you cancel because we have not complied with these terms or a consumer guarantee, or if we cancel or cannot perform your move.

If we need to cancel

1. If we need to cancel, or cannot perform your move on the booked date, including for safety reasons such as severe weather, we will tell you as soon as possible and offer you an alternative date.
2. If you do not want the alternative date, we will refund your deposit in full, together with anything else you have paid for services we have not supplied. This does not limit any other rights you have under the ACL.

6. Your responsibilities

To help your move go safely and on time, you agree to:

1. give us an accurate inventory and access details when you request a quote, including stairs, lifts, parking, long carries, driveway access and heavy items, and tell us promptly if anything changes;
2. book any lifts, loading docks and parking permits needed at each address;
3. be present at pick-up and delivery, or have an adult you have authorised to act for you present. We may follow that person's instructions;
4. have all items packed and cartons sealed before we arrive, unless you have booked our packing service;
5. have hard-wired, plumbed-in and gas appliances disconnected by licensed tradespeople before we arrive. Our crew does not disconnect or reconnect these items;
6. defrost fridges and freezers, secure washing machines for transport, and empty drawers of fragile and loose items;
7. keep pets secured and away from the work area;
8. tell us about any existing damage to your goods or either property before we start;
9. check before our crew leaves each address that nothing has been left behind or loaded by mistake; and
10. make sure you own the goods, or are authorised by the owner to arrange the move.

If these things are not done, extra time and the charges in section 3 may apply, and we are not responsible for loss or damage to the extent it results.

7. Items we do not move

1. We do not move hazardous chemicals, asbestos, gas bottles, flammable liquids or materials, explosives, firearms or ammunition, illegal or prohibited items, perishable food, or anything we reasonably consider unsafe to move.
2. Please keep cash, jewellery, important documents, medication, keys, and data devices and backups with you rather than loading them on our truck. If they are included in your goods without telling us, we are not responsible for their loss except to the extent the ACL requires.
3. We may refuse to move an excluded item. You are responsible for any cost or damage caused by an excluded item you did not tell us about.
4. We may decline any item or task that is beyond our safe available handling capability.

8. Specialist services

Pianos

1. We move upright pianos. Every piano move is subject to an access assessment, and we may decline the move if access is unsafe. Please tell us about any stairs, steps or tight turns when you book.

Junk removal

1. We take items you ask us to remove to appropriate waste or recycling facilities. You confirm you are entitled to dispose of them. We cannot accept the items listed in section 7. Once items are disposed of, they cannot be recovered.

Storage transfers

1. We collect goods from, and deliver goods to, storage facilities, but we do not operate storage. Your arrangement with the storage facility, including access, opening times, fees and its rules, is your responsibility.

Interstate and long-distance moves

1. Delivery times for interstate and long-distance moves are estimates and can be affected by distance, traffic, road conditions and weather. We will keep you updated.

9. On the day

1. We will keep you updated if we are running late. We are not responsible for delays caused by things outside our reasonable control, such as traffic, road closures, severe weather or access problems at either address.
2. Waiting time. If we cannot load or deliver in a timely manner for reasons outside our control (for example, keys are not available, a lift or loading dock has not been booked, or a storage facility is closed), waiting time is charged at the same hourly rate quoted for your job. We will tell you when waiting time starts.
3. Safety. We may refuse or stop any task we reasonably consider unsafe, including where access is unsafe or an item is beyond our safe handling capability. We will explain why and discuss alternatives with you.
4. We may stop work if our staff are threatened, abused or harassed. You must pay for the time worked up to that point.
5. Delayed or unsuccessful delivery. If delivery cannot be completed because of circumstances outside our reasonable control, your goods may stay on our truck overnight for $125 (including GST), plus travel to and from our depot. If delivery is still unsuccessful, your goods may be moved to a storage facility at your cost. Redelivery is charged at the hourly rates and fees agreed in your original booking. Any additional charges are limited to reasonable costs, and we will let you know where practicable.

10. Your goods: risk, insurance and our responsibility

1. Owner's risk. All moving services are provided on an owner's risk basis, subject to this section and to your rights under the ACL. This means we are not an insurer of your goods, and we are not automatically responsible for every loss or damage that occurs during a move. Owner's risk does not exclude or limit any rights you have under the ACL, including our liability for failing to supply our services with due care and skill.
2. What we are responsible for. We must supply our services with due care and skill. We are responsible for loss of or damage to your goods or property to the extent it is caused by our failure to exercise due care and skill, by our negligence, or as otherwise required by the ACL or another law.
3. What we are not responsible for, unless it was caused by our failure to exercise due care and skill or the ACL otherwise requires:
   • damage to the contents of cartons you packed, where the carton shows no sign of damage or mishandling;
   • pre-existing damage, wear and tear, or gradual deterioration;
   • mechanical, electrical or electronic faults with no sign of external damage;
   • damage resulting from an item's inherent weakness or construction, such as flat-pack furniture not designed to be taken apart and reassembled;
   • loss or damage caused by inaccurate information, an excluded item, or your responsibilities in section 6 not being met; and
   • loss or damage caused by events outside our reasonable control.
4. If you ask us to move an item in a way we have advised is likely to damage it or your property, we will record our advice and your instruction. We still take due care, but we are not responsible for damage that results from the risk you chose to accept.
5. Insurance. Our rates do not include insurance for your goods. We recommend arranging your own transit insurance, or confirming cover with your home and contents insurer.
6. Business moves. If you book us to move goods for the purposes of your business, trade, profession or occupation and the goods are delivered to a business, the consumer guarantees for services may not apply (ACL section 63). In that case, and to the extent the law allows:
   • we are liable only for loss or damage caused by our negligence or our breach of these terms;
   • we are not liable for indirect or consequential loss, including loss of profit, revenue or business interruption; and
   • our total liability for any one move is limited to the total amount paid or payable for that move. This limit does not apply where liability cannot lawfully be excluded or restricted, including under the ACL.
7. Where the consumer guarantees apply to services that are not of a kind ordinarily acquired for personal, domestic or household use, our liability for failing to comply with a guarantee is limited, where the law allows, to supplying the services again or paying the cost of having them supplied again.

11. Damage or loss claims

1. Please check your goods and both properties when we finish, and if you can, point out any obvious damage or missing items to our crew before they leave.
2. Notify us in writing at hello@brisbanemovingcompany.com.au within 7 days after your move. Include a description, photos and any supporting information, such as repair quotes or proof of value.
3. Please give us a reasonable opportunity to inspect the item or property before it is repaired, replaced or thrown away, unless it is urgent or unsafe to wait.
4. We will acknowledge your claim and respond within 7 business days. Where we are responsible, we will work with you on an appropriate remedy, such as repair, replacement or payment.
5. If you notify us after this period, we will still consider your claim, but the delay may make it harder to establish what happened. Nothing in this section limits your rights under the ACL.

12. Complaints and disputes

1. If you are unhappy with our service, please contact us first by email with your booking details and the outcome you are seeking. We will try to resolve it quickly and fairly.
2. If we cannot resolve it, you can contact the Queensland Office of Fair Trading on 13 QGOV (13 74 68). It offers a free conciliation service.
3. You can also apply to the Queensland Civil and Administrative Tribunal (QCAT), which hears consumer and trader disputes up to its monetary limit (currently $25,000), or go to court.

13. Your rights under the Australian Consumer Law

1. Our services come with consumer guarantees under the ACL that cannot be excluded. These include that our services will be supplied with due care and skill, will be reasonably fit for any purpose you make known to us, and, if no time is agreed, will be supplied within a reasonable time.
2. If there is a major failure, you are entitled to cancel your contract with us and receive a refund for the unused portion, or compensation for its reduced value. If the failure is not major, you are entitled to have it fixed within a reasonable time, and if it is not, to cancel and receive a refund for the unused portion. You may also be entitled to compensation for other reasonably foreseeable loss or damage.
3. Any exclusion, limit or condition in these terms applies only to the extent permitted by law. It does not apply to the extent it would exclude, restrict or modify these rights.

14. Privacy

1. We collect and handle your personal information in line with our Privacy Policy.

15. General

1. Changes to these terms. We may update these terms by publishing a new version on our website. The version that applies to your move is the one current when you made your booking. Changes do not affect existing bookings unless you agree in writing.
2. Severability. If any part of these terms is invalid or unenforceable, it will be read down or removed to the extent necessary, and the rest of these terms continue to apply.
3. Governing law. These terms are governed by the law of Queensland. You and we submit to the non-exclusive jurisdiction of the courts and tribunals of Queensland.

These terms apply to bookings made on or after the "last updated" date at the top of this page.