Terms & Conditions

Welcome to New Heights Removalists Melbourne. By booking or utilizing our removalist, packing, or storage services, you agree to be bound by the following Terms of Service ("Terms"). Please read them carefully before making a booking.

1. Quotes and Booking Confirmations

Quotations:
All quotes provided are estimates based on the information supplied by the Customer (e.g., inventory list, property access, distance).
Additional Fees:
Quotes may be adjusted on the day of service if:
Additional items or unlisted heavy/bulky goods are added.
Access issues arise (e.g., stairs, long walks, small elevators, difficult parking, clearway restrictions).
Delays occur due to key release waits, traffic, or property unpreparedness.

Deposits:
A non-refundable deposit may be required at the time of booking to secure your slot.

2. Customer Obligations and Warranties

You warrant and agree that:
Ownership:
You are either the owner of the Goods or authorized by the owner to arrange their removal.
Dangerous Goods:
You will not submit hazardous, dangerous, flammable, explosive, or illegal items for transport (e.g., gas bottles, petrol, paint, weapons, dangerous chemicals).
Preparedness:
Goods must be packed and ready for transport prior to arrival unless you have booked full packing services. Access & Parking: You are responsible for ensuring adequate parking permits or access clearance for our vehicles at both pickup and delivery locations.

3. Payment Terms

  • Full payment is due immediately upon completion of the service on the day of removal unless agreed otherwise in writing.
  • e accept major credit/debit cards, direct bank transfer, and cash.
  • For hourly rate jobs, billing starts upon arrival at the pickup address and ends when the final item is unloaded and payment is finalized, subject to any minimum hour requirements.

4. Cancellations and Rescheduling

More than 48 hours' notice:

Bookings can be rescheduled or canceled with minimal penalty (deposit conditions apply).

Less than 48 hours' notice:

A cancellation fee or loss of deposit will apply to cover rostered labor and logistics costs.

5. Insurance and Liability

Transit & Handling Insurance:

While our team takes extreme care with your possessions, removals inherently carry risks.
Standard public liability does not cover accidental damage to Goods in transit or handling unless caused by gross negligence.

Customer Insurance:

We strongly recommend that Customers take out independent Transit and Goods in Care/Storage Insurance to protect valuable items.
Excluded Items:

We are not liable for damage to:

Self-packed boxes or items packed by the Customer.
Flat-pack/particle board furniture (e.g., IKEA furniture, which is not designed for repeated movement).
Electrical or mechanical derangement of appliances (unless physical external damage is evident).
Fragile items (glass, marble, ceramics, artwork) unless professionally packed by our team.
Money, jewelry, bullion, documents, or high-value personal effects.

6. Damage Claims & Inspection

Inspection on Delivery:

You must inspect your Goods upon completion of the unload.
Reporting Window:

Any claims for loss or damage must be reported in writing within 24 to 48 hours of job completion. Failure to report within this timeframe will invalidate future claims.

7. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising out of these terms shall be subject to the exclusive jurisdiction of the courts of Victoria.
New Heights Removalists Melbourne reserves the right to update or modify these Terms of Service at any time without prior notice.

8. Contact Us

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