Last Updated: March 2026
At House Movers, we’re committed to providing professional, high-quality moving services. This Refund Policy explains when refunds are available, how to request one, and what circumstances qualify for refunds or credits.
1. REFUND ELIGIBILITY
1.1 Refundable Situations
You may be eligible for a refund if:
1. Service Not Rendered
- We cancel the booking (your fault or ours)
- We fail to show up on move date without notice
- Booking is cancelled by customer >30 days before move date
- Service is cancellation is due to extreme circumstances (bushfire, flood, pandemic)
2. Service Partially Rendered
- We complete <50% of quoted service
- Service becomes impossible/unsafe to complete
- You request to stop service in first 2 hours (remaining fees refunded)
- Service delayed >4 hours due to our failure
3. Significant Damage
- Damage to your property due to our negligence or gross failure
- Claim paid by our insurance
- Documented and claimed within 7 days of delivery
4. Service Failure
- Service not executed according to agreed quote
- Significant quality issues affecting deliverables
- Equipment failure preventing job completion
1.2 Non-Refundable Situations
Refunds NOT available if:
Service Competion
- You requested and received full service (picked up and delivered)
- Service completed within 10% of quoted time
- No damage caused by our negligence
- All Goods delivered to destination address
Customer Circumstances
- You change mind about moving
- You find cheaper quote after booking
- You decide to postpone move
- Access problems you didn’t disclose upfront
- Items unexpectedly exceed quoted volume (your packing error)
Cancellation Notice
- Cancelled within 7 days of move date
- Cancelled with fewer than 7 days notice
- No-show on move date (100% charge)
- Rescheduled multiple times by customer
Your Responsibility
- Damage to Goods from poor packing (your responsibility)
- Environmental damage (moisture, temperature, oxidation)
- Unquoted complexity or additional services not requested
- Crew unable to access location (access limitation not disclosed)
Insurance Matters
- Damage to items covered by your personal property insurance
- Damage within standard moving industry expectations
- Wear and tear from normal handling
2. CANCELLATION & DEPOSIT REFUNDS
2.1 Deposit Refund Schedule
Cancellation Notice Period | Deposit | Fee | Net Refund
| Timeline | Deposit Status | Processing Fee | Net Refund |
|---|---|---|---|
| 30+ days | Fully refunded | $0 | 100% refund |
| 14-29 days | 50% refunded | $50 | 50% refund |
| 7-13 days | Non-refundable | $100 | $0 refund |
| Fewer than 7 days | Non-refundable | Full charge | $0 refund |
| No-show (day of) | Non-refundable | Full charge | $0 refund |
2.2 Cancellation Request Process
How to Cancel:
- Email housemovers.au@gmail.com with “Cancellation Request” in subject
- Include booking confirmation number and proposed cancellation date
- Provide reason for cancellation
- Request refund calculation
Processing:
- We acknowledge cancellation within 24 hours
- Provide written refund quote showing calculation
- Process refund within 7 business days of approved cancellation
- Refund issued to original payment method
Note: Call to cancel does not count—cancellation must be in writing (email).
3. RESCHEDULING REFUNDS & CREDITS
3.1 Rescheduling Fee & Credits
If you reschedule your move:
Reschedule Notice | Fee | Deposit Handling
| Timeline | Fee | Credit To |
|---|---|---|
| 14+ days | Free | Fully transferred to new date |
| 7-13 days | $50 | Deposit minus $50 fee |
| Fewer than 7 days | $100 | Deposit minus $100 fee |
3.2 Rescheduling Terms
- Deposit transferred (less applicable fee) to new date
- Fee not refundable even if new date cancels
- New move date must be within 90 days of original
- Can reschedule maximum 2 times without additional fees
- If you reschedule 3+ times, $50 fee applies per additional reschedule
Example: $1,000 quote with $300 deposit
- Cancel 10 days before: $300 deposit – $100 fee = $200 credited to new booking
- Still need to pay remaining $800 for new date
4. SERVICE REFUNDS & CREDITS
4.1 House Movers Service Failure
If we fail to provide agreed service, you may receive credit or refund:
Failure Type | Refund | Credit | Claim Window
| Issue | Refund Amount | Credit Option | Time Limit |
|---|---|---|---|
| Didn’t show up | 100% full refund | N/A | 7 days |
| Partial service (50% done) | 50% of fees | 50% credit to future move | 7 days |
| Extreme delay (>4 hrs*) | Prorated refund | Prorated credit | 7 days |
| Equipment failure* | Full refund/rebook | Full credit | 7 days |
| Safety issue preventing job* | 100% refund | Full credit | 7 days |
*Documented, photographed, reported immediately
4.2 Refund Calculation for Service Failure
If we fail to complete service:
Refund = (Percentage not completed / 100) × Service fee paid
Example 1: Quoted $2,000, paid $500 deposit + $800 balance = $1,300 total
- We completed 60% of service, had to stop due to equipment failure
- Refund = (40% / 100) × $1,300 = $520 refund
Example 2: Quoted $1,200, paid $300 deposit
- We didn’t show up
- Refund = 100% of $300 deposit = $300 refund
4.3 Damage Refunds
If we damage your property due to negligence:
Damage Assessment & Refund:
- You report damage within 24 hours with photos/video
- We send assessor to inspect or review photos
- We obtain repair quote from licensed contractor
- If valid claim, we authorize repair OR issue refund
- Refund = Lesser of (repair cost OR item replacement value)
- Refund issued within 30 days of approval
Damage Refund Limits:
- Maximum refund per item: Replacement value
- Maximum refund per move: Amount paid for service OR actual damages (whichever lower)
- Premium add-on refunds: Included in claim if damage covered
Excluded from Damage Refunds:
- Items you packed (your responsibility)
- Antiques without declared value (claim limited to $1,000)
- Items beyond reasonable care expectations
- Pre-existing damage you didn’t disclose
5. CREDIT OPTIONS
5.1 Store Credit Alternative
Instead of refunds, you may choose store credit toward future services:
Credit Bonus: Get 10% bonus when choosing credit instead of refund
- Refund amount: $500
- Credit received: $550 (10% bonus)
- Valid for: 24 months from issue date
- Transferable: To family member or friend
- Usage: Apply to any future move
5.2 Using Store Credit
- Provide credit code when requesting new quote
- Credit applied to balance owed
- No additional fees
- Credited before processing payment
6. DAMAGE CLAIMS & INSURANCE REFUNDS
6.1 Damage Claim Process
If damage occurs during move:
Step 1: Immediate Reporting (within 24 hours)
- Take photos/video of damage from multiple angles
- Document item description, condition, estimated value
- Request repair quote from contractor or store
- Email housemovers.au@gmail.com with “Damage Claim” subject
Step 2: Documentation (within 7 days)
- Provide: Photos, video, repair quote, proof of value
- For replacement: Receipt showing purchased price
- For antiques: Professional appraisal or market value estimate
- Original receipt preferred but not required
Step 3: Assessment (within 14 days)
- We review claim and evidence
- Our inspector may contact you for clarification
- We assess against coverage (our liability vs. insurance)
- We determine responsibility and payable amount
Step 4: Resolution (within 30 days)
- We approve and authorize repair, or
- We issue refund to original payment method, or
- We deny claim with written explanation
- Approved repairs paid directly to contractor
6.2 Damage Coverage
Covered Damages:
- Accidental breakage by our crew
- Dents/scratches from moving equipment
- Water damage (if caused by us, not item condition)
- Torn upholstery from careless handling
- Damage from dropped items during loading/unloading
Not Covered:
- Items you packed yourself (your packing responsibility)
- Damage from poor packing, items shifting during transport
- Pre-existing damage you didn’t disclose
- Environmental damage (humidity, temperature, rust)
- Electrical issues or mechanical failures
- Fragile items without premium insurance (artwork, musical instruments)
6.3 Damage Refund Amounts
Standard Coverage (included):
- Replacement cost up to $5,000 per item
- Total claim limit: Service fee paid for move
- Depreciation not applied (item replacement, not value restoration)
Premium Valuation Coverage ($50-500 fee):
- Antiques, art, collectibles: Up to actual declared value
- Musical instruments: Up to full declared value
- High-end furniture: Up to declared value
- Items valued >$5,000: Requires declared value
- Claims not subject to depreciation
7. SPECIAL CIRCUMSTANCES
7.1 Force Majeure Refunds
In extreme circumstances, refunds may apply:
Bushfire/Flood/Natural Disaster
- Move cancelled or made impossible
- Full refund of all fees
- Alternative date offered within 6 months
- Additional services may be required (accessing blocked roads)
Pandemic/Government Restrictions
- Move restrictions preventing service
- Full refund of fees, or
- Rescheduled to lifted restriction period
- Storage solutions provided at cost
Crew Illness/Emergency
- If we cannot provide crew on move date
- You may choose: Refund, reschedule, or substitute crew (discounted)
7.2 Extraordinary Delay Refunds
If we delay >4 hours beyond scheduled window:
Delay Compensation:
- 4-6 hours late: $100 credit toward service
- 6-10 hours late: $200 credit or 10% service refund
- 10 hours late: 25% service refund
- 24 hours late: 100% refund
Exceptions (no compensation):
- Access issues you didn’t disclose
- Unquoted service complexity discovered
- Security/hazard access delays
- Traffic accidents or extreme weather
8. THIRD-PARTY SERVICES REFUNDS
8.1 Included Services
Services included in our quote:
- Loading, transport, unloading (covered by refund policy)
- Professional crew labor
- Standard equipment use
- Fuel and vehicle
These are refundable under standard refund policy.
8.2 Add-On Services
Optional services booked separately:
| Service | Refund Policy |
|---|---|
| Packing | Non-refundable once started; full refund if not started |
| Unpacking | Non-refundable once started; full refund if not started |
| Storage | Prorated refund; non-refundable after 48-hour period |
| Furniture Assembly | Non-refundable once started |
| Cleaning | Non-refundable once started |
- All add-ons non-refundable if service has commenced
- Cancellation must be requested before service start time
8.3 Third-Party Liability
For referrals to other vendors (storage, cleaning):
- We don’t manage their refund policies
- You contact them directly for refunds
- We provide referral only, not guarantee
- You agree to their terms
9. REFUND PAYMENT METHOD
9.1 Refund Issuance
Refund Processing:
- Approved refunds processed within 7 business days
- Refund issued to original payment method
- Credit card refunds: 3-5 business days to appear
- Bank transfer refunds: 1-2 business days
Proof of Refund:
- Email confirmation with reference number
- Refund receipt attached
- Subject: “Refund Processed: [Booking Number]”
9.2 Refund Disputes
- If refund not received within 10 days, contact us immediately
- We investigate with payment processor
- Provide proof of processing request
- Escalate to payment processor if needed
10. REFUND DECISION APPEALS
10.1 Appealing a Denial
If your refund is denied, you may appeal:
Step 1: Request Review (within 7 days)
- Email housemovers.au@gmail.com with “Refund Appeal” in subject
- Include original claim number and refund denial
- Provide new evidence or clarification
- Request management review
Step 2: Management Assessment (within 14 days)
- Manager reviews original decision
- Assesses new information provided
- May request additional documentation
- Provides written decision with explanation
Step 3: Further Escalation (if still unsatisfied)
- Request independent review
- Mediation available (costs split 50/50)
- Legal action available under Terms & Conditions
11. PREVENTING REFUND ISSUES
11.1 Best Practices
To minimize refund issues:
- Accurate Information: Provide correct addresses, access details, item list
- Clear Communication: Confirm special requests in writing (email)
- Timely Response: Respond to our messages within 24 hours
- Early Reporting: Report any issues within 24 hours of service
- Documentation: Keep receipts, quotes, photos, email confirmations
- Clear Expectations: Review quote details before accepting
- Ask Questions: Contact us before service if unclear about anything
11.2 Avoiding Cancellation Fees
- Give maximum notice if change in plans
- Reschedule early if date becomes problematic
- Use store credit to preserve deposit if uncertain
12. DISPUTE RESOLUTION
12.1 Refund Disputes
If you disagree with refund decision:
Internal Process:
- Request explanation in writing
- Management review within 14 days
- Decision with rationale provided
- Right to appeal once
External Resolution:
- Mediation: Neutral third party assists
- Small Claims: Dispute <$10,000 in small claims court
- District Court: Larger disputes
- Australian Consumer Law applies
13. POLICY CHANGES
13.1 Updates
We update this policy:
- Quarterly or as needed
- With 30 days written notice
- Changes apply to future bookings
- Existing bookings honor policy at booking date
13.2 Effective Date
- Changes effective on stated date
- Previous policy applies to bookings made before effective date
- “Last Updated” date shown at top of policy
14. AUSTRALIAN CONSUMER LAW RIGHTS
14.1 Your Rights
Under Australian Consumer Law, consumers have non-waivable rights:
Right to Refund if Service Defective:
- Service not provided with due care and skill
- Service not fit for purpose stated
- Service not completed within agreed timeframe
- Refund for defective service
Right to Repair or Replacement:
- If defective, can request repair or substitute service
- Within reasonable time
- At no additional cost
Right to Compensation:
- For losses caused by service failure
- Not limited by contract terms
- In addition to refund or repair
14.2 This Policy Respects Your Rights
Our refund policy honors consumer law:
- ✅ Defective service refunds available
- ✅ No clause prevents consumer law rights
- ✅ Compensation available where appropriate
- ✅ No limitation of liability for major failure
15. CONTACT & SUPPORT
Refund Questions or Issues?
📧 Email
housemovers.au@gmail.com
(Subject: “Refund Request” or “Refund Question”)
📞 Phone
0478 565 135
(Monday-Friday, 7am-5pm)
📮 Mailing Address
House Movers
11 Worope Street
Wyndham Vale VIC 3216
Australia
Response Times:
- Email acknowledgment: Within 24 hours
- Initial assessment: Within 3 business days
- Final decision: Within 14 days of complete documentation
16. SUMMARY TABLE
| Scenario | Refund | Processing | Notes |
|---|---|---|---|
| Cancel 30+ days before | 100% | 7 days | Full refund, no fees |
| Cancel 14-29 days before | 50% | 7 days | Deposit minus $50 |
| Cancel 7-13 days before | No refund | N/A | $100 cancellation fee |
| Cancel <7 days before | No refund | N/A | Full charge applies |
| No-show (day of move) | No refund | N/A | 100% charge |
| We don’t show up | 100% | 7 days | Full refund immediately |
| Service partially complete | Prorated | 14 days | Refund for incomplete % |
| Damage (our fault) | Repair cost | 30 days | Insurance claim process |
| Your packing damaged | No refund | N/A | Your responsibility |
| Reschedule 14+ days | 0 fee | Transfer | Deposit fully transferred |
| Reschedule <14 days | $50-100 | Transfer | Deposit minus fee |
17. ACKNOWLEDGMENT
By booking House Movers, you acknowledge:
✓ You understand our refund policy
✓ You understand cancellation fees and timelines
✓ You accept responsibility for accurate information
✓ You understand damage coverage and limitations
✓ You accept storage credit and refund options
✓ You agree to the 7-day claim notification requirement
Trust is everything.
We stand behind our work. Our refund policy exists to be fair to both professional movers and customers. We value your business and want you to feel confident in booking with House Movers.
Questions? We’re here to help—contact us anytime.
This Refund Policy is effective as of March 2026 and applies to all bookings made on or after this date.