Safepack Removals – Customer Terms and Conditions

1. About these terms

1.1 These terms apply when you ("you", "the customer") book removal, packing, unpacking, storage or related services ("Services") with Safepack Removals ("we", "us", "our").

1.2 Your agreement with us is made up of these terms plus your written quote and booking confirmation (and, for storage, your storage agreement). If the quote, booking confirmation or storage agreement says something different from these terms, that document applies.

1.3 When you pay the booking deposit, or accept the quote in writing (including by email or text), you agree to these terms. We send you a copy of these terms with your quote.

1.4 Your rights under the Australian Consumer Law. Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. If any part of these terms appears to do that, that part does not apply to the extent of the conflict. See clause 14.

2. Our prices

2.1 Hourly rates. Unless we give you a fixed price in writing, we charge an hourly rate. The rate depends on the number of movers and the day of your move. There are separate rates for weekdays (Monday to Friday), Saturdays and Sundays. Moves on public holidays are quoted separately. Your quote shows the rate for your crew size and move date. All prices include GST. Our rates include our large 44 m³ removal truck.

2.2 Minimum charge. Every job has a minimum charge of 3 hours at the applicable hourly rate, even if the job takes less time. After the minimum, we charge in 15-minute blocks, rounded up to the next 15 minutes.

2.3 No call-out fee. We do not charge a call-out fee ($0).

2.4 When time starts and ends. Charged time starts when the crew arrives at your first pick-up address and ends when the last item is unloaded at your final delivery address. We also charge a fixed amount of travel time to cover getting to your first address and back from your last address. This fixed travel time is stated in your quote and charged at the applicable hourly rate.

2.5 Travel between addresses. Travel time between pick-up and delivery addresses, and between any extra stops you ask for, is charged time.

2.6 What else is charged time. Charged time includes loading, unloading, wrapping and protecting furniture, simple dismantling and reassembly (see clause 6.7), and waiting time caused by you or your building (for example, waiting for keys, lifts, settlement or access).

2.7 Breaks. We do not charge for crew meal breaks.

2.8 Extra charges. The following are charged only if they apply to your move. We quote them in advance, and they are shown in your quote:

• tolls;
• parking fees or permits that you ask us to arrange;
• packing materials (boxes, tape, paper, wardrobe boxes, mattress covers) that you buy from us;
• heavy or specialist items (for example pianos, pool tables, safes, gym equipment, or items over 100 kg); and
• rubbish removal or tip fees, if you ask us to dispose of items.

2.9 No card surcharges. We do not add a surcharge for paying by card.

3. Quotes and estimates

3.1 We email quotes. We give quotes in writing by email. A quote is based on the information you give us, including addresses, access, inventory, packing needs and the date.

3.2 Hourly quotes are estimates. If you are charged hourly, any total amount or number of hours in your quote is a good-faith estimate only. Your final price is based on the actual time taken, at the rates in your quote, plus any extra charges under clause 2.8. Unless we have quoted a fixed price, we cannot guarantee the final price will match the estimate.

3.3 What can change the price. The final price may be higher than the estimate if:

• you have more items, or different items, than you told us;
• access is harder than you told us (for example stairs, no lift, long walks, no parking near the door, steep driveways);
• items are not packed and ready when we arrive (see clause 6);
• you ask for extra stops, extra services, or changes on the day; or
• there are delays caused by you, your building, your agent or settlement.

If we find on the day that the job is very different from what you told us, we will tell you before continuing and give you a revised estimate. You can then choose to go ahead at the revised price or stop the job. If you stop, you pay for the time already worked (subject to the 3-hour minimum).

3.4 Fixed-price quotes. If we give you a fixed price in writing (for example for an interstate move), that is the price you pay, unless the job changes from what was described in the quote (for example more items, harder access, or an extra stop). If that happens, we will tell you about any price change and the reason before doing the extra work.

3.5 How long a quote is valid. A quote is valid for 14 days from the date it is sent, and only for the move date quoted unless we agree otherwise.

4. Booking and the $200 deposit

4.1 Confirming your booking. Your booking is confirmed when we receive a $200 deposit and send you a booking confirmation. We cannot hold a date or crew until the deposit is paid.

4.2 How the deposit is used. The deposit is not an extra charge. It is credited to your final invoice. For example, if your final invoice is $900, you pay $700 on the day.

4.3 If the job costs less than $200. If your final invoice is less than the deposit, we refund the difference within 7 business days.

4.4 Paying the deposit. You can pay the deposit by card or bank transfer. Please pay within 48 hours of accepting the quote. After that, we may release the date to another customer.

4.5 Cancelling or rescheduling. What happens to the deposit if you cancel or reschedule is set out in clause 5.

5. Cancellation and rescheduling

5.1 How to cancel or reschedule. Please tell us in writing (email or text). The notice time is counted from when we receive your message.

5.2 If you cancel.

These amounts reflect our reasonable costs of a late cancellation, such as a rostered crew and truck that we usually cannot rebook at short notice. We do not charge any other cancellation or admin fee.

5.3 If you reschedule.

• With 7 days' notice or more: we move your deposit to the new date at no cost, subject to availability.
• With less than 7 days' notice: we treat the change as a cancellation under the tiers in clause 5.2.
• If the new date has different rates (for example weekday to Saturday), the rates for the new date apply.

5.4 Settlement delays. We understand that property settlements and lease handovers can be delayed. If your settlement or handover is delayed, we will give you one free reschedule, whatever the notice, if you tell us as soon as you find out and give us written evidence of the delay (for example an email or letter from your solicitor, conveyancer or agent). The new date is subject to availability.

5.5 If we cancel. If we need to cancel or cannot attend (for example because of crew illness, truck breakdown or unsafe weather), we will tell you as soon as possible. You can choose either a full refund of your deposit or a free reschedule to another available date. This does not limit your rights under the ACL.

5.6 Refunds. Refunds are paid to the original payment method within 7 business days.

6. Your responsibilities

6.1 Accurate information. You must give us accurate and complete information about your inventory, addresses and access, and about any heavy, fragile, high-value or unusual items. Please tell us about these items when you ask for a quote. If you add items later, the time (and price) may increase.

6.2 Access. You must make sure that:

• someone aged 18 or over is present at pick-up and delivery to give directions and check items and paperwork (or you have given another person written authority);
• we can safely get into each address, including keys, lift bookings, loading-dock bookings, gate codes and building management approval; and
• paths, stairs and driveways are clear, safe and suitable for our crew and truck.

6.3 Parking. You must arrange legal parking for our truck as close as possible to the entrance of each address, including any council or building permit needed. We use a large 44 m³ truck, so please tell us when you book if access may be tight (for example narrow streets, low clearance or steep driveways). We are not responsible for parking fines or towing caused by parking you directed or arranged. If we cannot park nearby, the extra carrying time is charged time.

6.4 Items ready to move. Unless you have booked our packing service, all items must be packed, sealed and ready before the crew arrives. This includes emptying drawers, cupboards and wardrobes (or securing contents as we advise), and taking down items from walls.

6.5 Appliances and fixtures. Before we arrive you must:

• disconnect, drain and defrost fridges and freezers (at least 24 hours before), and empty washing machines and dishwashers and secure their drums or parts where needed;
• arrange disconnection of gas, plumbing and hard-wired electrical items. We do not disconnect or reconnect these; that work must be done by a licensed tradesperson;
• remove fuel and oil from lawn mowers, whipper snippers and similar equipment; and
• remove or secure loose parts, glass shelves and removable items from furniture.

6.6 Final check. Before the crew leaves each address, please check that nothing has been left behind and nothing has been taken by mistake.

6.7 Dismantling. We can dismantle and reassemble standard furniture (for example bed frames and tables). This is charged time. Flat-pack furniture that has been assembled before can be weakened by dismantling. We will tell you if we think an item is at risk, and we are not responsible for that weakness unless we failed to take reasonable care. We are not responsible for missing fittings that we did not remove.

6.8 Safety. Our crew may refuse to move an item, or to work in an area, if they reasonably believe it is unsafe (for example items too heavy for safe handling, unsafe stairs, aggressive animals, or abusive behaviour). If this happens we will explain why and talk with you about other options.

7. Items we do not move

7.1 Prohibited items – we will not move these:

• dangerous goods, including flammable, explosive, corrosive or toxic items (for example gas bottles, petrol, fuel, paint, solvents, pool chemicals, fireworks, ammunition and leaking batteries);
• firearms;
• illegal items, or items that need a permit we do not hold;
• perishable food that could spoil or attract pests;
• pets and other live animals; and
• plants on interstate moves (many states restrict moving plants, soil and some produce across borders for biosecurity reasons).

If we find a prohibited item, we may refuse to move it. If you pack a prohibited item without telling us, you are responsible for any loss, damage, injury, fine or cost it causes, to the extent it was caused by your action.

7.2 Items you should move yourself. For your protection, we strongly recommend that you move these items yourself:

• cash, coins, gift cards and other negotiable items;
• jewellery, watches and precious metals;
• important documents (passports, wills, titles, certificates, financial records);
• small items of high value or sentimental value (for example photos, collections and small artworks);
• computer hard drives and data backups;
• keys; and
• prescription medicines.

If you ask us to move these items anyway, please tell us first and list them. If you do not tell us that a box contains items like these, we may not have taken the extra care they needed. That may affect a claim to the extent the loss was caused by you not telling us. See clause 10.

7.3 Plants on local moves. We can move pot plants on local moves, but plants can be affected by heat, movement or being in the dark. We are not responsible for plant health unless the damage was caused by our failure to take reasonable care.

8. Packing, unpacking and customer-packed boxes

8.1 Our packing service. If you book packing or unpacking, it is charged at the hourly rate (or as quoted). Materials are extra (clause 2.8). We will pack with care and skill using suitable materials.

8.2 Boxes you pack yourself. If you pack a box yourself, you are responsible for packing it properly. That means using sturdy boxes, packing tightly, not overfilling, wrapping fragile items and sealing and labelling the box. We will check the outside of the box and may refuse, or ask you to repack, a box that is unsafe to carry.

8.3 Damage inside customer-packed boxes. We are responsible for handling customer-packed boxes with reasonable care. If items inside a box you packed are damaged and there is no sign of damage or rough handling on the outside of the box, the damage is likely to have been caused by how the box was packed, not by how we handled it. In that case we will not usually be responsible, unless the evidence shows we caused the damage. This does not limit your rights under the ACL.

8.4 Unpacking. If we unpack for you, we will place items where you reasonably direct. On request, we will take away used boxes and packing paper; time spent doing this is charged time.

9. Delays and events beyond our control

9.1 We will do our best to arrive at the agreed time and finish within a reasonable time. Your booking confirmation gives an arrival window, because earlier jobs and traffic can cause delays.

9.2 We are not responsible for delay or failure to perform caused by events outside our reasonable control. These include severe weather, flooding, bushfire, road closures, accidents involving other drivers, major traffic incidents, strikes, government orders, pandemics, and delays caused by you, your agent, your building or settlement.

9.3 If such an event happens, we will tell you as soon as we can and work with you to find a fair solution, such as a new date. You are not charged for time lost because of our own truck breakdown or our own delay. Time spent waiting because of you or your building is charged time (clause 2.6).

10. Loss and damage

10.1 Our care. We will provide our Services with due care and skill, and take reasonable care of your goods while they are in our care.

10.2 What we are responsible for. If your goods or property are lost or damaged because we failed to take reasonable care, or failed to meet a consumer guarantee, we will repair the item, replace it, or pay you the reasonable cost of repair or replacement (where the ACL gives you the choice of remedy, you choose). You are also entitled to compensation for other reasonably foreseeable loss or damage under the ACL.

10.3 What we are not responsible for. We are not responsible for loss or damage to the extent it is caused by:

• you, or someone acting for you (for example poor packing in customer-packed boxes – see clause 8.3 – or incorrect information about an item);
• pre-existing damage, wear and tear, or an item's existing weakness or defect (for example furniture previously repaired, particleboard or flat-pack furniture that has already been moved or assembled, loose joints, or brittle items), unless we failed to take reasonable care with it;
• the internal mechanical or electrical condition of appliances and electronics where there is no external sign of damage from our handling;
• changes caused by normal weather, temperature or humidity during transport (for example to plants, candles, wax or musical instrument tuning), unless we failed to take reasonable care;
• prohibited items you did not tell us about (clause 7.1); or
• events beyond our control (clause 9).

10.4 Inspection and pre-existing damage. Before moving, we may note existing damage to items or property and take photos. Please show us any existing damage to furniture, floors, walls or doorways before we start.

10.5 Property damage. We take care to protect floors, walls, doorways and lifts. If we damage property because we did not take reasonable care, clause 10.2 applies. We are not responsible for damage where we warned you that a route you asked us to use was likely to cause damage and you asked us to go ahead.

10.6 Telling us about loss or damage. Please check your goods when they are delivered and note any visible loss or damage on the delivery paperwork if you can. Please make your claim in writing (email is fine), with photos, within 7 days of delivery (or of collecting goods from storage). Telling us quickly helps us investigate fairly and fix things faster. If you tell us later than this, we will still consider your claim and you do not lose your rights under the ACL, although it may be harder to show when the damage happened.

10.7 How we handle claims. We will acknowledge your claim within 5 business days. We may ask to inspect the item or see photos, quotes or receipts. We will give you our decision within 21 days of receiving the information we need.

10.8 Our insurance. We hold goods-in-transit insurance with a total cover limit of up to $250,000 (this is a total limit for the policy, not an amount per item), and public liability insurance. If you make a claim for loss or damage to goods in transit, we may refer it to our insurer. The insurer assesses it under the terms, conditions, exclusions and excess of our policy.

10.9 Our insurance does not limit your rights. Our insurance protects our business. It is not insurance for you, and it does not limit or replace your rights under the Australian Consumer Law or these terms. If we are responsible for loss or damage under clause 10.2, we remain responsible to you even if our insurer declines the claim, pays less, or applies an excess or policy limit.

10.10 Your own transit insurance – recommended. Our responsibility, and our insurance, do not cover every kind of loss. For example, they may not cover loss we did not cause, such as an accident caused by another driver, a natural disaster or another event beyond our control. Our cover limit is also shared across the whole policy. We strongly recommend you take out your own removal or transit insurance, either through your home contents insurer (check whether your policy covers goods in transit and in storage) or through a specialist removals insurer.

10.11 Indirect loss. We are not responsible for loss that was not reasonably foreseeable when you booked. This does not limit what you can claim under the ACL.

11. Storage

11.1 Storage fees and payment. If we store your goods (for example between moves), the storage fee and storage location are set out in your quote or storage agreement. Storage fees are payable monthly in advance by automatic charge to a card you give us for this purpose. By giving us the card, you authorise us to charge it for storage fees only, and not for any other amount. We send you a receipt for each charge, and you can update your card details at any time by contacting us. Handling in and out of storage is charged at the hourly rate unless quoted otherwise.

11.2 Where and how. We store goods in a secure, dry facility, either our own or a trusted third-party storage provider. We stay responsible to you for our Services under these terms and the ACL, and we take reasonable care of your goods.

11.3 Inventory. We give you an inventory of the items or containers going into storage. Please check it and tell us within 7 days if anything is wrong.

11.4 Access. You can access or collect your goods by appointment, with at least 24 hours' notice, during our business hours (Monday to Saturday, 7am to 7pm). If our crew needs to help (for example to unload a container), that time is charged at the hourly rate.

11.5 What you must not store. You must not store the prohibited items in clause 7.1, perishables, liquids or items that may attract pests. We also recommend you do not store the items listed in clause 7.2.

11.6 Minimum period and ending storage. The minimum storage period is 1 month. To move your goods out, please give us at least 14 days' written notice. We may also end storage by giving you at least 14 days' written notice. You pay storage fees up to the end of the notice period or the date your goods are collected, whichever is later (and in any case for at least the 1-month minimum).

11.7 Insurance for stored goods. Insurance arrangements for goods in storage are as stated in your storage agreement. Our goods-in-transit insurance (clause 10.8) should not be relied on to cover goods while they are in storage. We strongly recommend that you insure your stored goods, for example by checking that your home contents policy covers goods in storage, or by taking out separate storage insurance. Our responsibility for stored goods is set out in clause 10 and does not limit your rights under the ACL.

11.8 Unpaid storage fees. If storage fees are unpaid for more than 30 days:

• we will send you written reminders to your last known contact details;
• to the extent permitted by law, we may hold your goods until the overdue amount is paid; and
• if fees remain unpaid 90 days after a final written notice, we may deal with the goods only as permitted by Queensland law (including the Disposal of Uncollected Goods Act 1967 (Qld), where it applies). Any money we receive, after paying the amount owed and our reasonable costs, will be held for you or paid to you as the law requires.

11.9 Contact details. You must keep your contact details up to date while your goods are in storage.

12. Interstate moves

12.1 Pricing. Interstate moves are usually quoted either as a fixed price, or as hourly loading and unloading plus a fixed transport price. Your quote says which applies. Clause 3.4 applies to fixed prices.

12.2 Delivery dates. Interstate delivery dates and times are estimates. They depend on distance, road conditions, driver fatigue laws (which limit driving hours) and events beyond our control. Your quote gives an estimated delivery window, and we will keep you updated. If we are going to miss the window, we will tell you as soon as possible.

12.3 Shared loads. If your quote says your move is a shared load (backload), your goods may travel with other customers' goods and the delivery window may be wider. Otherwise, your move is a dedicated load.

12.4 Subcontractors. We may use a trusted subcontractor for part of an interstate move. If we do, we stay responsible to you for the Services under these terms and the ACL.

12.5 Border and biosecurity rules. Some states and territories restrict moving plants, soil, fruit, vegetables and some garden equipment. You must not ask us to carry restricted items, and you must clean outdoor items (for example garden tools, outdoor furniture and bikes) of soil before the move.

12.6 Payment. For interstate moves, the balance is due before unloading at your delivery address.

12.7 Someone to receive the goods. You must arrange for someone to be available to receive the goods within the delivery window. If no one is available, waiting time is charged at the hourly rate. If we cannot wait, we may place the goods in storage at your cost (clause 11) and redeliver them at a charge we agree with you.

13. Payment

13.1 When to pay. For local moves charged hourly, the balance (final invoice less your deposit) is due on completion, before the crew leaves. For interstate moves, see clause 12.6. For storage, see clause 11.1.

13.2 How to pay. You can pay by card, bank transfer or cash. We do not charge card surcharges or admin fees. For removals, we do not keep your card details on file. Only storage fees are charged automatically to a stored card (see clause 11.1).

13.3 Tax invoices. We give you a tax invoice showing GST.

13.4 Late payment. If you do not pay on time, we will contact you to remind you. If an amount is more than 14 days overdue, we may charge interest on the overdue amount at 1% per month until it is paid. We may also recover the reasonable debt recovery costs we actually incur, to the extent permitted by law.

13.5 Payment scams. We will never change our bank details by email alone. If you get a message saying our bank details have changed, call us on 0452 158 226 before paying.

13.6 Disputed amounts. If you dispute part of an invoice, please tell us promptly and pay the amount that is not disputed. We will work with you to resolve the disputed part under clause 15.

14. Consumer guarantees – your rights

14.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

14.2 Where we supply goods (for example packing materials), our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

14.3 Nothing in these terms limits these rights.

15. Complaints and disputes

15.1 Talk to us first. If you are unhappy with our Services, please contact us on 0452 158 226 or at [email protected]. We will acknowledge your complaint within 2 business days and try to resolve it within 14 days.

15.2 If we cannot agree. If we cannot resolve the complaint together, either of us may:

• contact the Office of Fair Trading Queensland (qld.gov.au/fairtrading) for free dispute assistance; and/or
• apply to the Queensland Civil and Administrative Tribunal (QCAT), which handles many consumer disputes, or go to a court with jurisdiction.

15.3 Nothing in this clause stops you from exercising your rights under the ACL or contacting a regulator at any time.

16. Privacy

16.1 We collect your name, contact details, addresses, inventory, photos of items or property, and payment details so we can quote, provide and invoice our Services, handle claims and keep business records.

16.2 We only share your information with people who help us provide the Services (for example subcontractors, storage providers, payment processors, our accountant and insurers), or where the law requires. We do not sell your personal information.

16.3 We store your information securely and keep it only as long as we need it for these purposes or as the law requires (for example tax record-keeping).

16.4 You can ask to see or correct the personal information we hold about you by contacting us.

16.5 We will only send you marketing messages if you agree, and you can unsubscribe at any time. We will not use photos of your home or goods in our marketing without your consent.

17. General

17.1 Changes to these terms. We may update these terms from time to time. Any change applies only to bookings made after the change. The version that applies to your booking is the one sent with your quote or booking confirmation.

17.2 Changes to your booking. Any change to the Services, date, price or these terms for your booking must be agreed by both of us in writing (email or text is fine).

17.3 Severability. If any part of these terms is invalid or unenforceable, it will be read down or removed, and the rest of the terms continue to apply.

17.4 Governing law. These terms are governed by the laws of Queensland, Australia. You and we agree to the jurisdiction of the courts and tribunals of Queensland. This does not limit any right you have to bring a claim elsewhere under the ACL.

17.5 Notices. We may contact you using the email address, phone number or postal address you gave us. You can contact us on 0452 158 226, at [email protected], or through safepackremovals.com.au.

17.6 Definitions. "ACL" means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth). "Business day" means a day that is not a Saturday, Sunday or public holiday in Queensland.