Terms & Conditions
Terms & Conditions
As the Owner or Authorised Representative, the Client warrants that by entering into this agreement, they are either the owner of the Goods or an authorised agent of the owner. By hiring our services, the Client enters into this contract and accepts these Terms and Conditions on behalf of all other persons they represent.
1. DEFINITION AND INTERPRETATION
01.1 "WiseMove Removals Canberra" means the sole trader or registered entity operating under this name. "We," "Us," and "Our" refer to WiseMove Removals Canberra and any Principal Contractor performing services under contract.
01.2 "Client" refers to the person requesting WiseMove Removals Canberra to arrange for the transportation of goods or performance of related services.
01.3 "Person," "You," and "Your" include any servant, agent, or associate of the Client.
01.4 "The Team" means any person or contractor appointed by WiseMove Removals Canberra to perform work on behalf of the company.
01.5 "Our" includes any person, contractor, asset, or action related to WiseMove Removals Canberra.
01.6 "Goods" refers to any items the Client has requested to be transported or arranged for transport.
2. CLIENT’S OBLIGATIONS AND WARRANTIES
02.1 The Client warrants that any information provided to WiseMove Removals Canberra, upon which we have relied to assess quotations or resources needed for the job, is accurate.
02.2 Presence at Loading/Unloading: The Client or an authorised representative must be present on-site throughout the move. WiseMove Removals Canberra will not be responsible if the Client is absent, leading to the incorrect movement or non-movement of goods. No disputes regarding timing will be entertained if the Client is not present.
02.3 The Client ensures their presence or that of a representative during the loading/unloading of Goods.
02.4 Dangerous Goods: The Client warrants that the Goods do not include firearms or hazardous items unless disclosed in writing before
the move. We reserve the right to refuse transport or storage of such items.
02.5 The Team will not transport hazardous, unlawful, stolen, flammable, explosive, perishable, or any items posing a risk to people, property, or the environment.
02.6 Fragile & Valuable Goods: The Client must inform us in writing before the move of any fragile or high-value items exceeding $1,000 in value, including jewellery, artwork, collections, money, and precision equipment.
02.7 Liability for Tools & Materials: Our tools are essential to our work. If our tools or materials are damaged while handling the Client’s items, the Client is liable for the replacement cost of these items, including trolleys, dollies, and blankets.
3. METHODS OF REMOVAL
03.1 Mode of Carriage: WiseMove Removals Canberra reserves the right to determine the most suitable route and transport method for the move.
03.2 We may engage subcontractors to fulfil our contractual obligations.
03.3 Workplace Safety Compliance: The Client must ensure that the premises comply with WHS regulations. We reserve the right to refuse or delay a removal, at the Client's expense, if the site does not meet WHS requirements.
03.4 Arrival Time: While we strive for punctuality, arrival times are estimates and may vary by up to two hours, especially for afternoon bookings and peak periods. No discounts or refunds will be issued for delays.
03.5 Payment Obligations: WiseMove Removals Canberra reserves the right to defer or refuse delivery if the Client is unwilling or unable to pay the due charges at the required time or location.
03.6 Disconnection & Reconnection: Our team is not required to disconnect or reconnect appliances (e.g., washing machines, dishwashers, TVs). If we assist, we accept no liability for incorrect installation, which remains the Client’s responsibility.
03.7 Securing the Premises: The Client is responsible for securing their property, including locking doors and windows, before and after the move.
03.8 Delivery Conditions: Goods will only be delivered to the Client or an authorised recipient. If delivery cannot be completed due to the Client’s absence or lack of access, the Goods may be stored at an additional cost until further arrangements are made.
03.9 Force Majeure: WiseMove Removals Canberra is not liable for delays caused by factors beyond our control, including but not limited to strikes, weather conditions, traffic, road closures, or unforeseen incidents during international transit.
4. SPECIAL ITEMS
04.1 Please notify our office if you have any of the following items: Double Door Refrigerator, Piano, Pianolas or Organs, Safes, Spas, Pool Tables, Overly Heavy Items, Items made from marble or granite, Commercial equipment (e.g., Fridges, Ovens), Pot Plants, Animal Enclosures, Fish Tanks, or any other challenging items to be moved.
04.2 For built-in items or items requiring specialist skills for dismantling, assembling, or carrying, our team, if willing to perform the move, will only proceed after the Client signs a waiver of liability for any breakage incurred.
04.3 We reserve the right to apply charges and fees for Special Items and/or refuse to move an item if the office was not informed at the time of booking.
04.3.1 Definition of Special Item Classes and Fees:
a. Class A: Any item weighing over 70kg or requiring transport under challenging conditions, including but not limited to over a balcony, over a fence, spiral staircases, or through windows. Fee: $120.00
b. Class B: Any item weighing over 100kg or requiring transport under challenging conditions as defined above. Fee: $150.00
c. Class C: Any item weighing over 150kg or requiring transport under challenging conditions as defined above. Fee: $200.00
d. Class D: Any item requiring transportation under extreme conditions. Fees for Class D items will be determined through mutual agreement between the Client and WiseMove Removals Canberra.
The Client must provide accurate information regarding the weight and nature of Special Items at the time of booking to ensure appropriate resources and charges are allocated.
WiseMove Removals Canberra reserves the right to assess the actual weight and handling requirements of Special Items upon arrival, and fees may be adjusted accordingly.
WiseMove Removals Canberra reserves the right to refuse the removal of any Special Item without refunding the booking fee or any amount paid in advance.
5. FEES AND CHARGES
05.1 Payment: The Client agrees to pay WiseMove Removals Canberra all amounts due upon delivery of goods unless otherwise agreed in writing. Non-payment will be handled in accordance with the Fair Debt Collection Practices Act.
05.2 Our pricing is charged on an hourly basis and is exclusive of GST. A minimum fee applies to cover the initial hour(s) of the job, with subsequent charges in 30-minute increments.
05.3 Our basic rates start from the end of travel to the first pick-up point, including loading and final assessment. If an initial pick-up or final drop-off is more than 30km from WiseMove Removals Canberra’s base, additional travel charges will apply.
05.4 Long-Distance Jobs: Travel time for return to our depot will be estimated based on Google Maps at the time of job completion. A 20-minute delay allowance applies for traffic or weather conditions beyond our control.
05.5 Penalty Rates: If inaccurate inventory descriptions result in work extending beyond 5:00 pm, a penalty rate of 1.5x (+50%) applies from 5:00 pm onwards until job completion.
05.6 Additional Work: If the Client requests additional work beyond the original quotation, WiseMove Removals Canberra will apply additional charges based on the hourly rate.
05.7 A $50.00 cleaning fee may apply if goods transported require vehicle cleaning afterward.
05.8 The Client must ensure a legal parking space for our removalists. Any tolls or parking fines incurred due to unavailable parking will be charged to the Client.
05.9 Any waste disposal fees incurred during relocation will be charged to the Client. If no other means of payment is advised, fees will be charged to the credit card provided upon booking.
05.10 Special Items: Standard upright pianos and pool tables incur a $200.00 fee (max 3 steps) plus $3.30 per step surcharge . This service must be pre-arranged and is subject to approval.
05.11 Insurance: WiseMove Removals Canberra can arrange insurance for goods in transit upon request. A $500 excess applies, payable in full by the Client unless agreed otherwise in writing.
05.12 Reservation: If the Client does not pay in full, WiseMove Removals Canberra reserves the right to retain the Client’s goods under this agreement.
6. LOSS OR DAMAGE
06.1 Inherent Risks: Certain goods (e.g., electrical appliances, computers, musical instruments) are inherently susceptible to damage during removal. WiseMove Removals Canberra will not be responsible for damage unless due to lack of care by our team.
06.2 To minimise damage risk, the team is not obligated to move items that are not properly packed. The Client must ensure furniture and white goods are empty and clean. Non-compliant items will need to be emptied on-site, and dirty items will be wrapped in plastic at the Client’s expense.
06.3 WiseMove Removals Canberra will not be liable for damage resulting from defective or inadequate packing if not undertaken by our team.
06.4 The Client is responsible for ensuring that all items fit through doors and staircases. WiseMove Removals Canberra is not liable for property damage caused by manoeuvring large items through tight spaces where the Client has been informed of risks and instructs the team to proceed.
06.5 WiseMove Removals Canberra is not liable for delays or losses beyond our control, including but not limited to strikes, weather, or traffic disruptions. We will not cover cosmetic damage unless a condition report was requested before transport.
06.6 Notification of Loss or Damage: The Client must notify WiseMove Removals Canberra within 48 hours of delivery to report any loss or damage.
06.7 Limitation of Liability: The maximum liability for any loss or damage will not exceed the estimated value of the goods provided by the Client.
7. WEATHER CONDITIONS
07.1 WiseMove Removals Canberra is not liable for damage or loss caused by weather conditions.
07.2 This includes damage occurring during removal services where weather-related risks were foreseeable.
07.3 If the Client is aware of weather-related risks but instructs the team to proceed, we will not be held responsible for any resulting loss or damage.
07.4 If the Client has been advised of potential weather-related damage and instructs the team to proceed, WiseMove Removals Canberra accepts no liability.
8. INSURANCE and CLAIMS
08.1 Transit and Public Liability insurance are included in the removal rate quoted.
08.2 Despite all the care and expertise we take, accidents can still happen, and some things are beyond our control. We will endeavour to ensure there is no loss or damage, but we recommend that you take out insurance.
08.3 It is the customer’s obligation to request a condition report for all items being moved (note that this may extend the duration of the removal services). If not requested, the team will use their expertise and training to ensure the safety of your items, but we may not be able to provide evidence of damage that occurs during transit or the move.
08.4 All claims and breakages must be notified within 48 hours of the completion of the move. After this period, we will not be liable for any breakages or loss.
9. CANCELLATION POLICY
09.1 In the event of a job cancellation, the booking fee is non-refundable.
09.1.1 If the job is cancelled with more than 48 hours' notice, the booking fee may be used as a credit towards any of our services. This credit allows you to reschedule your service without losing the initial booking fee. The booking fee credit is valid for 5 weeks.
09.1.2 Any move cancelled with less than 48 hours' notice will incur a one-hour penalty based on the hourly rate quoted. This fee will be deducted from the booking fee or charged to the credit card provided at the time of booking.
09.2 If a move is cancelled once our removalists are en route or on-site, a minimum charge of $150.00 will apply. This fee will be charged to the credit card provided when booking.
09.3 Cancellations must be made via email during office hours (7:00 am - 5:00 pm Monday to Friday, 8:00 am - 1:00 pm Saturday/Sunday AEDT), or by email at any time.
10. ESTIMATES AND QUOTES
10.1 Quotations are valid for two (2) days after issuance. Prices may vary after this period, and any extensions must be agreed upon in writing.
10.2 All moving estimates given are not considered fixed costs. The minimum fee is not a fixed cost for the move.
10.3 If a fixed quote has been issued, we reserve the right to amend this quote if the full disclosure of items to be moved changes after the quote was given, or if there are any access issues or changes in the inventory that were not fully disclosed at the time the fixed quote was issued.
10.4 For fixed-price removals, 50% of the total cost is due immediately upon booking. The balance must be paid in full at least 48 hours before the move commences.
10.5 The 50% deposit required for a fixed-price move is non-refundable if cancellation is made less than one (1) week prior to the commencement of the move.
11. PAYMENTS OF SERVICES PROVIDED
11.1 Payment is due in full upon completion of the removal on the day of the service.
11.2 We accept cash, bank transfer or credit card (VISA or MasterCard) as forms of payment.
11.3 A 2% surcharge applies to Visa and MasterCard payments. We do not accept Diners Club cards.
11.4 Cheques are not accepted unless pre-authorised by the office manager.
11.5 Please note that the credit card provided at the time of booking will be debited on completion of the move if no alternative payment method is provided.
12. APPLICABLE LAW
12.1 The law governing this agreement will be the law applicable in the jurisdiction where the agreement is made.
The above Terms and Conditions set out the rights and obligations of both the Client ("You" or "Your") and the Company ("WiseMove Removals Canberra," "We," "Us," or "Our") in relation to the removal and storage services provided by the Company.