Our Booking Policy

1. Booking and Confirmation

• Bookings are confirmed only after receiving written confirmation (email/text) or signed agreement.
• A deposit may be required to secure your booking. If the deposit is not received by the agreed date, the booking may be cancelled or rescheduled. The deposit is not an additional fee and will be credited toward your final moving cost.

2. Customer Responsibilities

• Ensure all items are packed and ready to move before the agreed start time (unless packing is part of the service).
• Notify us in advance of any access restrictions (stairs, lifts, tight spaces, parking).
• Failure to notify us of access issues may result in delays or additional charges.
  The customer is responsible for the accuracy of the item inventory list.
• Be present during pickup and delivery to confirm inventory and placement.
• Remove any valuable, hazardous, or restricted items unless previously agreed in writing.

3. Payment Terms

• Full payment is due on the day of the move unless otherwise agreed in writing.
• Acceptable payment methods: cash, EFTPOS, bank transfer, or card (surcharges may apply).
• If payment is not made, legal action may be taken under Australian Consumer Law or Small Claims Tribunal.
• Overdue payments may incur interest and recovery costs.

4. Cancellations and Rescheduling

A booking deposit is required to confirm your move. This deposit may be retained in certain cancellation or rescheduling scenarios.

Cancellations

• More than 48 hours before the scheduled move:
  → Full deposit refunded
• 24 to 48 hours before the move:
  → 50% of the deposit is retained to cover scheduling costs
• Less than 24 hours before the move:
  → Deposit is non-refundable

Rescheduling

• Rescheduling is free of charge if requested more than 24 hours in advance and is subject to availability.
• Rescheduling requests made less than 24 hours before the move may be treated as a cancellation and result in forfeiture of the deposit.

5. Insurance & Liability

Our business is covered by Public Liability Insurance and Goods in Transit Insurance, with limits up to $8 million.

We are not liable for:

• Items not packed by our team unless damaged during handling.
• Hidden pre-existing damage.
• Items of extraordinary value unless declared and insured separately.
• Claims for damage must be reported within 24 hours of delivery with supporting photos and details.

6. Delays and Unforeseen Circumstances

• We aim to be punctual but are not liable for delays due to traffic, weather, or other unforeseen events.
• Additional time spent due to incorrect customer information (wrong address, underestimated stairs, etc.) or access issues may result in extra charges.

7. Parking and Access

• The customer is responsible for securing legal parking for the truck at both pickup and delivery points.
• Any fines due to improper parking or access issues will be added to the final invoice.

8. Heavy and Special Items

• Items over 100 kg (e.g., pianos, safes, pool tables) must be declared prior to the move.
• Additional charges and equipment may apply.

9. Refusal of Service

• We reserve the right to refuse service if:
• The environment is unsafe.
• Items are hazardous or illegal.
• Payment terms are not being met.

10. Disputes

•  In case of disputes, both parties agree to attempt resolution through communication before legal action.
• Should you encounter any issues during your move or wish to share feedback about our staff, please call our office at 1300 041 126 or email us at info@liftandshiftmovers.com.au . We are committed to addressing your concerns promptly and professionally.

11. Company Policy and Customer Behaviour

To ensure a smooth and respectful experience for both parties, the following policies apply:

• Customers must treat all staff with courtesy and respect. Abusive, threatening, or aggressive behaviour will result in immediate termination of service without refund.
• Any concerns or complaints must be communicated calmly and clearly to the team leader or office representative.
• Our staff are expected to behave professionally and respectfully at all times. Any misconduct should be reported to management immediately.
• Smoking, drinking alcohol, or use of illicit substances is strictly prohibited during work hours for both staff and customers.
• The company reserves the right to terminate service if unsafe, illegal, or inappropriate conduct is observed.
• Customers are not allowed to operate company equipment or enter the moving vehicle unless invited by staff.
• Children and pets should be kept away from moving areas to ensure safety for everyone involved.

12. Acceptance of Terms

By confirming a booking, the customer acknowledges and agrees to these terms and conditions. These terms may be updated without prior notice, and the latest version will always apply.