Last Updated: March 2026

These Terms and Conditions (“Terms”) govern your use of the House Movers website (https://housemovers.au/) and your engagement with House Movers Pty Ltd (ACN 12345678) (“House Movers,” “we,” “us,” “our,” or “Company”) for moving and relocation services.

By accessing our website, requesting a quote, booking services, or using House Movers services, you agree to be bound by these Terms. If you do not agree, do not use our services.

1. DEFINITIONS

• “Website” = https://housemovers.au/ and all related pages
• “Services” = Moving, relocation, furniture removal, packing, unpacking, storage, or related services
• “Customer” = You, the person or organization requesting or using Services
• “Quote” = Written estimate of moving cost, provided after assessment
• “Booking” = Confirmed service appointment with payment terms
• “Move Date” = Date scheduled for moving service execution
• “Goods” = Items being moved or transported
• “We/Us/Our” = House Movers Pty Ltd and authorized representatives

2. BINDING AGREEMENT

2.1 Formation of Contract

A binding agreement is formed when:

1. You request a quote via website form or phone
2. We provide a written quote confirming service details
3. You accept the quote (verbally confirmed or payment submitted)
4. We confirm booking and move date

No contract exists until we confirm booking with move date and pricing.

2.2 Your Acceptance

By clicking “Book Now,” submitting a quote request, or paying deposit, you:

• Accept these Terms and Conditions
• Confirm accuracy of information provided
• Agree to our pricing, service terms, and policies
• Authorize our contact and communication

2.3 Authority

You represent that you have authority to:

• Request and book our Services
• Provide information about Goods
• Authorize access to locations
• Commit to payment on behalf of your organization

3. QUOTES & PRICING

3.1 Quote Validity

• Quotes are valid for 30 days from date of issue
• Prices subject to change if move date extended beyond 30 days
• We reserve right to revise quote for significant changes in scope
• Free quote provided for moves within Greater Melbourne

3.2 Quote Accuracy

Quotes based on:

• Information you provide (volume, distance, complexity)
• Visual assessment or video survey (if requested)
• Standard moving conditions and access

Quote does NOT include:

• Additional services not explicitly listed
• Unexpected complications (access issues, special handling)
• Damage to your property (your responsibility unless our negligence)
• Items requiring specialized moving (pianos, artwork, hazardous)

3.3 Our Standard Hourly Rates (as of March 2026)

Truck Size	Capacity	Hourly Rate
2-Man Team	2.5 tonnes	$110/hour
4.5 Tonne Truck	4.5 tonnes	$110/hour (2 crew, minimum 4 hours)
6.5 Tonne Truck	6.5 tonnes	$130/hour (2 crew, minimum 4 hours)
10 Tonne Truck	10 tonnes	$160/hour (3 crew, minimum 4 hours)

Rates effective for moves scheduled March 2026 onwards. Rates subject to change with 30 days written notice.

3.4 Minimum Charges

• Local moves (within 20km): Minimum 4 hours billable time
• Regional moves (20-100km): Minimum 6 hours billable time
• Interstate moves: Quoted per job
• Travel time from depot to first location: Billable

3.5 Quote Components

Quotes typically include:

• Labour for loading, transport, and unloading
• Standard equipment (dollies, blankets, straps)
• Vehicle hire for quoted vehicle size
• Fuel surcharge (if applicable)

Quote does NOT include:

• Packing/unpacking (unless separately quoted)
• Assembly/disassembly (unless separately quoted)
• Storage (unless separately quoted)
• Specialty handling (extra charges apply)
• Damage, loss, or claims

3.6 Price Increases

Price increases charged if:

• Items significantly exceed quantity stated in quote (>10%)
• Access problems discovered on move day
• Specialized handling required
• Unsafe conditions require additional crew
• Move takes longer than quoted (hourly billing)

We will inform you of additional costs before proceeding.

4. PAYMENT TERMS

4.1 Payment Methods Accepted

• Credit card (Visa, Mastercard)
• Debit card
• Bank transfer
• PayPal
• Cash on day (with prior arrangement)

4.2 Deposit & Payment Schedule

BOOKING DEPOSIT

• Non-refundable deposit of 25-30% of quote required to confirm booking
• Deposit due within 3 days of quote acceptance
• Without deposit, booking is not confirmed

BALANCE PAYMENT

• Remaining balance due before or immediately after service completion
• Cash or card accepted on move day
• Can pre-pay via bank transfer to lock in rate

HOURLY BILLING ARRANGEMENTS

• If job extends beyond quoted time, final balance calculated on hourly rate
• We will inform you of additional time needed
• Final invoice provided same day (within 24 hours)

4.3 Late Payment

• If balance not paid by due date, additional charges apply:
  • Late fee: $50 per week overdue
  • Interest: 10% per annum on outstanding balance
  • Collection costs recovery (if legal action required)
• We reserve right to suspend further services until payment received

4.4 Invoice & Records

• Detailed invoice provided with itemized services
• Invoice includes date, crew, time, distance, damages (if any)
• Keep invoice for warranty/damage claim purposes
• Payment proof available via receipt or bank statement

5. BOOKING & SCHEDULING

5.1 Booking Confirmation

Once deposit received, we:

• Confirm move date and time window
• Confirm crew size and vehicle
• Provide crew contact details (1 day before)
• Email confirmation with all booking details

5.2 Time Windows

• We provide 4-hour time window for arrival (e.g., 8am-12pm)
• Wider windows available at no extra cost
• Exact time confirmed 24 hours before move
• We aim to arrive within window but not liable for delays

5.3 Rescheduling

• Free reschedule if requested 14+ days before move date
• Reschedule fee of $50 if within 14 days ($50 credited to new booking)
• Reschedule fee of $100 if within 7 days
• Deposit transferred to new date (no refund)

5.4 Cancellation by Customer

CANCELLATION POLICY:

Cancellation Notice	Deposit	Balance	Status
30+ days notice	Full refund	Canceled	Free
14-29 days notice	50% refunded	Canceled	$50 fee
7-13 days notice	Non-refundable	Canceled	$100 fee
Fewer than 7 days	Non-refundable	Non-refundable	Full charge
No-show (0 days)	Non-refundable	Non-refundable	Full charge

Note: Cancellation must be requested in writing (email) with original booking confirmation number.

5.5 Cancellation by House Movers

We may cancel if:

• Access issues make move impossible/unsafe
• Goods too large for truck
• Customer not ready by scheduled time
• Customer non-responsive 24 hours before booking
• Extreme weather/hazardous conditions

If we cancel, you receive full refund of any paid amounts within 7 days.

6. YOUR RESPONSIBILITIES

6.1 Information Accuracy

You must provide accurate information:

• Type, quantity, and dimensions of Goods
• Pickup and delivery addresses (with access details)
• Special handling requirements
• Restricted items (hazardous, valuable, fragile)
• Any access limitations (stairs, narrow doors, parking)

Inaccurate information may result in:

• Additional charges for extra time/crew
• Refusal of service if dangerous
• Liability for damage caused by incorrect information

6.2 Access & Preparation

You are responsible for:

• Clear access: Ensure stairs, pathways, doorways are clear
• Parking: Provide or arrange driveway parking
• Keys/codes: Have access codes, gate openers available
• Utility clearance: Ensure overhead power lines clear for truck
• Pet management: Secure pets before crew arrival
• Disconnection: Water, gas, electricity disconnected professionally
• Removal preparation: Items packed, boxes labeled, fragile items wrapped
• Final walkthrough: Check all rooms before crew departs

6.3 Goods Restriction

You must disclose and we are not responsible for:

• Hazardous: Gasoline, propane, paint, ammunition, chemicals
• Valuable: Cash >$100, jewelry, stocks, deeds, documents
• Fragile: Artwork, sculptures, mirrors, glass (require specialist movers)
• Illegal: Stolen goods, drugs, weapons
• Living: Pets (not transported); plants (customer responsibility)

If hazardous items not disclosed, we may refuse service and charge $500 assessment fee.

6.4 Damage Responsibility

You are responsible for:

• Packing materials and boxing (unless we pack)
• Securing items in boxes to prevent shifting
• Declaring valuable items for additional insurance
• Protecting items during loading/unloading
• Monitoring our work to identify damage immediately

7. HOUSE MOVERS RESPONSIBILITIES & SERVICE TERMS

7.1 Service Obligations

We will:

• Provide professional, respectful service
• Use appropriate equipment (dollies, blankets, straps)
• Transport Goods safely to delivery address
• Complete services within quoted timeframe (±10%)
• Protect your property from damage (within reason)
• Treat your items with care

7.2 Professional Standards

Our crew will:

• Arrive on time (within 4-hour window)
• Introduce themselves and explain process
• Protect floors with protection (drop cloths optional, $50 cost)
• Use care with Goods and your property
• Complete job to standard moving industry practices
• Provide proof of completion (signed form, photos)

7.3 Not Responsible For

We are not responsible for:

• Timing delays: Traffic, access problems, weather (beyond quoted estimate by >30%)
• Damage to property: Water damaged items, rust, mold, deterioration (unless grossly negligent)
• Lost items: Items you pack yourself and forget to move
• Unquoted complexity: Required disassembly, special handling, cleaning
• Higher forces: Extreme weather, bushfire, natural disaster

8. LIABILITY & INSURANCE

8.1 Our Insurance

We carry:

• Statutory Liability Insurance: $20 million
• Professional Indemnity Insurance: $2 million
• Public Liability Insurance: Full coverage
• Goods in Transit Insurance: Standard coverage included

Insurance covers accidental damage caused by us—NOT items you pack yourself.

8.2 Damage Claims Process

IF DAMAGE OCCURS:

1. Identify immediately (within 24 hours of delivery)
2. Document with photos/video of damaged item
3. Preserve evidence (keep packaging, photos, item)
4. Submit claim within 7 days (email with details, photos, quote for repair)
5. We assess claim and respond within 14 days
6. Claim approved: We authorize repair/replacement within 30 days

8.3 Liability Limits

• Covered damage: Accidental damage by our crew during service
• Maximum claim: Lesser of repair cost or replacement cost
• Excluded: Damage to items you packed yourself
• Excluded: Damage from access issues or environmental conditions

8.4 What’s NOT Covered

• Items damaged by poor packing (your responsibility)
• Water damage to items not waterproofed
• Electrical damage during transport
• Theft or loss (we cannot secure items)
• Full value of antiques/collectibles without advance declaration
• Damage to items beyond normal handling

8.5 Valuable Items Declaration

For items valued >$5,000:

• Must declare in writing before move date
• Additional insurance premium: 1-5% of declared value
• Required for: Artwork, antiques, jewelry, musical instruments, collectibles
• Protects you if damage occurs beyond normal “wear and tear”

9. LIMITATIONS OF LIABILITY

9.1 Our Maximum Liability

In no event shall House Movers be liable for:

• Indirect, incidental, consequential damages including lost profits
• Punitive or exemplary damages
• Claims exceeding the value of our services for that move
• Damage caused by forces beyond our control

9.2 Your Remedy

Your exclusive remedy for any breach is:

• Refund of services paid, or
• Re-performance of services to satisfy the contract

In no case shall House Movers’ total liability exceed the amount paid for services that are the subject of the claim.

10. WARRANTY DISCLAIMER

10.1 No Warranties

House Movers provides Services “AS IS” without warranties:

• Express or implied warranty of fitness for particular purpose
• Merchantability warranty that services will meet your expectations
• Timeliness warranty that we will arrive at exact scheduled time
• Damage-free warranty without premium insurance

10.2 Your Acknowledgment

You acknowledge:

• Moving inherently involves some risk of damage
• Professional packing reduces but does not eliminate risk
• Standard coverage does not cover all items
• Premium insurance available for valuable items

11. CONDUCT & COMPLIANCE

11.1 Access & Entry

By booking, you:

• Grant us lawful access to pickup location
• Confirm you have authority (owner or authorized agent)
• Authorize entry to all rooms necessary for moving
• Confirm no hazards exist (asbestos, mold, contamination)

11.2 Prohibited Conduct

You must not:

• Misrepresent contents of Goods (hazardous items)
• Provide false information about addresses or access
• Delay or prevent crew from working (e.g., not being home)
• Use our Services for illegal purposes
• Provide inadequate or unlawful access
• Engage in abusive language toward crew

If you violate these terms, we may refuse service and retain 100% of paid fees.

11.3 Crew Treatment

Our crew are professionals deserving respect:

• No threatening, abusive, or discriminatory language
• No physical altercations or aggression
• No interference with their work
• No requests for unpaid additional services
• Respect their time windows and work practices

Violation may result in service suspension and retention of all fees.

12. DISPUTE RESOLUTION

12.1 Complaint Process

If you have issues with our Service:

Step 1: Immediate Contact (within 24 hours)

• Call 0478 565 135 during business hours
• Or email housemovers.au@gmail.com with “Complaint” in subject
• Provide booking number, date, issue description

Step 2: Investigation (within 48 hours)

• Manager will review your complaint
• We will assess liability and insurance coverage
• We may request photos, quotes for repairs

Step 3: Resolution Offer (within 7 days)

• Written response with findings
• If valid, we offer refund, repair authorization, or replacement
• If denied, explanation of why claim not covered

Step 4: Appeal (if unsatisfied)

• Request review by management
• Provide additional evidence
• 14-day review and response

12.2 Mediation

If unresolved after internal process:

• Both parties agree to mediation (optional, costs split 50/50)
• Independent mediator assists resolution
• Mediation typically resolves 80% of disputes

12.3 Legal Action

• Disputes governed by laws of Victoria, Australia
• Jurisdiction: Victorian courts have jurisdiction
• Limitation: Claims must be filed within 12 months of service
• Either party may pursue legal remedies

13. PRIVACY

Your personal information is protected under our Privacy Policy.

We collect, use, and protect your data in accordance with:

• Australian Privacy Principles (Privacy Act 1988)
• Australian Consumer Law
• Our Privacy Policy (available on website)

14. CHANGES TO TERMS

14.1 Updates

We may update these Terms:

• For legal compliance
• To reflect business changes
• To improve clarity and fairness
• To reflect industry standards

14.2 Notice & Acceptance

• Changes posted on website with effective date
• Continued use of Services = acceptance of updated Terms
• Major changes notified via email 30 days in advance
• Your right to cancel if you disagree

15. SEVERABILITY & ENTIRE AGREEMENT

15.1 Entire Agreement

These Terms constitute the entire agreement between you and House Movers regarding:

• Our Services
• Website use
• All prior negotiations, understandings, representations

15.2 Invalidity

If any provision is invalid or unenforceable:

• That provision is modified to the minimum extent necessary
• Remaining provisions continue in full effect
• Spirit and intent of original provision honored

16. APPLICABLE LAW

• Governing Law: Laws of Victoria, Australia
• Jurisdiction: Victorian courts
• No Choice of Law: These terms governed by Victorian law regardless of where you access them

17. CONTACT INFORMATION

Questions about these Terms & Conditions?

📧 Email
housemovers.au@gmail.com
(Subject: “Terms & Conditions Question”)

📞 Phone
0478 565 135
(Monday-Friday, 7am-5pm)

📮 Mailing Address
House Movers
11 Worope Street
Wyndham Vale VIC 3216
Australia

18. ACKNOWLEDGMENT

By booking our Services, you acknowledge that:

✓ You have read and understood these Terms & Conditions
✓ You accept all terms and conditions
✓ You have authority to book Services
✓ You understand our liability limitations
✓ You agree to our cancellation policy
✓ You will provide accurate information
✓ You assume responsibility for packing quality
✓ You understand damage coverage and limitations

SUMMARY OF KEY POINTS

Item	Details
Binding	Quote accepted + booking confirmed + deposit paid
Rates	$110-160/hour depending on truck (March 2026)
Minimum	4 hours local, 6 hours regional
Deposit	25-30% non-refundable to confirm
Balance	Due before/immediately after service
Cancellation	Free if 30+ days notice; fees apply within 14 days
Rescheduling	Free if 14+ days notice; fees apply within 14 days
Insurance	$20M statutory liability + $2M professional indemnity
Claims	Report within 24 hours; claim within 7 days
Liability Cap	Limited to amount paid for services
Disputes	Internal complaint process, then mediation, then legal

FINAL NOTE

House Movers has served Melbourne families and businesses for 20+ years. We’re committed to professional, honest service. These Terms exist to protect both parties and set clear expectations.

Our goal: A smooth, professional move with minimal stress.

Questions about any term? Contact us—we’re happy to clarify.

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These Terms and Conditions are effective as of March 2026 and apply to all bookings made on or after this date.