General Conditions of Removal


  1. Your Obligations and Warranties


1.1 Information supplied by you. You warrant that any information which you have provided to us and on which we have reasonably relied in assessing any quotation or estimate of the resources necessary to carry out the work is accurate.


1.2 Owner or Authorised Agent. You warrant that, in entering into this agreement, you are either the owner of the goods, or the authorised agent of the owner.


1.3 Presence at Loading/Unloading. You will ensure that you or some person on your behalf is present when the goods are loaded or unloaded. It is customer’s responsibility to perform final check after loading to ensure all goods, and the right items, have been collected. We also require customer to check any loss or damage before we leave the premises.


1.4 Dangerous Goods. You warrant that the goods do not include any fire arms or goods which are or may become of a dangerous, corrosive, highly combustible, explosive, damaging or noxious nature nor likely to encourage any vermin or pest unless you have disclosed to us in writing the presence and nature of any such items prior to them being made available to us for loading or storage. We may refuse to remove or store such items.


1.5 Fragile Goods and Valuable Items. You will, prior to the commencement of the removal or storage, give to us written notice of any goods which are of a fragile or brittle nature and which are not readily apparent as such, or which comprise jewellery, precious objects, works of art, money, collections of items or precision equipment in any case having a value in excess of $1,000, unless these items will be taken by yourself. We may refuse to remove or store such items.


1.6 Helping with the move. If you or the person you nominated like to help with the move, please first discuss this with our lead removalist. Due to safety concern we might refuse your help in some circumstances and we will not be liable for damage caused by you during the move.


1.7 Preparation for the move. To ensure a safe and effective move please refer following guidelines to prepare your move:

  • Empty all drawers and cabinets – this will reduce the weight of the furniture which increases safety and reduces chance of damages.
  • Put all loose items into boxes – this will save time hence the cost of your move. Please ensure boxes are in good quality and properly sealed – e.g. things will not fall out from the bottom when we pick the box up.
  • Keep children and pets away from the move – this is for the safety of your loved ones and the safety of our staff (we don’t want to be tripped over by them while carrying furniture)



  1. Charges and Payments


2.1 Variation of Work Required and Delay. If the work you ultimately require us to do varies from the work for which a quotation or estimate has been given, or if we are prevented from or delayed in undertaking the services or any part of thereof (except where that prevention or delay results from a factor within our control), we will also be entitled to make a reasonable additional charge.


2.2 Service surcharges. All following service surcharges should be discussed and included in the quotation when applicable. We also check the job description form (customers are required to fill one in after booking) to confirm we did not miss any important information. If the information was not provided to us and only identified during the move, our team reserve the right to negotiate and charge surcharges on site.

  • Stairs surcharge – applicable for apartments with no lift access and not on ground level.
  • Heavy items (generally > 80 kgs each) – e.g. Upright piano, pot plants. Note items like these might need to be moved by more than 2 people for safety reason
  • Toll charge – based on actual for return trip.
  • Fuel surcharge – for travel distance greater than 50kms fuel surcharge might applied
  • Others – for other unusual items or scenarios we will contact you after receiving the job description to discuss.


2.3 Payment Terms. Charge is in 15 minutes increment after the minimum charge hours. Final payment is required by you upon delivery of goods, unless prior arrangements are agreed upon by us in writing. If the payment has not been received and a debt collection agency is engaged, the customer is liable for the full amount outstanding plus any collection agencies fees and charges.


2.4 Credit card surcharge. Transaction fee of 2% is charged by the bank and payable by the customer.


2.5 Legal paid breaks. According to work health and safety regulations, our staff who perform labour intensive work are entitled to a 5 minutes paid break every hour.



  1. Loss or Damage


3.1 Australian Consumer Law. Except where the services are required by you for the purposes of a business, trade, profession or occupation in which you are engaged, this agreement will be subject to the guarantees set out in section 60, 61 and 62 of the Australian Consumer Law (as enacted as schedule 2 of the Competition and Consumer Act 2010) being, in particular, a guarantee that the services will be rendered with due care and skill, and the following conditions of clause 3 will apply.


3.2 Exclusions. We will not be liable for any loss or damage nor any delay which results from any cause beyond our control. Under no circumstances will we be responsible for any loss or damage involving the restoration or reconstruction of information or date or any item if so called consequential loss.


3.3 Damage to Goods – Packaging. If the Goods sustain damage by reason of defective or inadequate packing or unpacking, and the packing or unpacking (as the case may be) was not undertaken by us, we will not be liable.


3.4 Damage to Goods – Inherent Risk. Certain goods (including flat screen TVs, fish tanks, electrical and mechanical appliances, computer equipment and certain musical instruments) are inherently susceptible to suffer damage or disorder upon removal. Unless that damage or disorder results from the want of due care and skill on our part, we will not be liable. We might also refuse to move any goods which is not in a reasonably good condition, or if you instructed us to move the goods we will not be liable for any damage that might cause by the move.


3.5 Notification of Loss or Damage. We require you check any loss or damage before we leave the premises. Any subsequent claim for loss or damage is to be notified by you to us in writing, or by telephone and later confirmed in writing, within 3 days after the date of delivery so we can assess it in a timely manner. We reserve the right to reject the liability after we left the premises.


3.6 Maximum Value of Goods. In any claim for loss or damage under this clause 3, appropriate evidence must be provided to our insurance provider to assess the value of the good. The total maximum value covered by our insurance is $50,000 and we will not be liable for value beyond $50,000. Maximum value of any single item will not exceed $1,000 unless it was notified to us in writing under clause 1.5 prior to the move.



  1. Insurance and Insurance Excess


4.1. Removal service is inherently high risk so insurance coverage is very important. We strongly suggest you obtain full comprehensive insurance to protect your belongings.


4.2. In Jacaranda Moving, we choose to purchase a full range of insurance cover in case some customers did not purchase their own insurance and some valuable items get damaged during our service – so everybody can have a peace of mind. However if you chose to rely on our insurance and lodge a claim through us, you agree to pay insurance excess of $250 when the claim is approved. Our insurance policy cover goods with maximum value of $50,000.


4.3. Please note that the approved claim amount will be determined by our insurer and will represent the current market value of the goods being claimed. Generally it will not approve any damage(s) with total current market value less than $250. For example it will not cover small dents/scratches/damages to the wall/furniture. If you want a total insurance coverage for your move you should purchase a comprehensive insurance yourself or select other removalist who will cover damages under $250.



  1. Termination of Contract


5.1 You can terminate the booking if your circumstance changed and our service is no longer needed. However if the termination is made within 72 hours prior to the commencement of the booking, we will charge you the deposit amount due to loss of alternative business.


5.2 We reserve the right to terminate the removal service if the premises is not in a safe or reasonably hygienic condition. As we will find out this while we are on site, we will still charge you the minimum charge hours and depot travel fee due to loss of alternative business.


5.3 We might need to terminate the contract under circumstances out of our control such as extreme weather (refer clause 6 below). In this case we will arrange the next available booking to resume your move.



  1. Raining


6.1 In the event of raining, we can proceed with the move if you agreed and our lead removalist agreed it is safe to do so. However we will not be liable if there is any damage to the furniture because of the rain. Also our lead removalist has the right to terminate the move if he believes it is not safe to proceed with the move.


6.2 If we need to stop to wait for the rain to easy off, the full hourly rate will be charged if we only stopped for less than 30 mins in total. For waiting time longer than 30 mins the hourly rate will be reduced to $50 per staff member to cover staff costs.


6.3 If you would like to cancel the move because of the rain, no minimum charge will apply (e.g. clause 5.1 will not apply).