1. Our Service
Unless otherwise agreed, our standard removal service consists of two removalists and one removal truck with approximately 20m³ carrying capacity.
The customer is responsible for providing accurate information about the move, including the quantity of belongings, access conditions and any unusually heavy, oversized or difficult items.
2. Quotes & Estimates
All quotes provided through our website, phone, message or email are estimates only, unless Pack-Man Removals expressly agrees otherwise in writing.
The final amount payable may differ from the estimate and will be based on the actual services provided, time taken and any applicable additional charges.
3. Heavy & Special Items
Customers must tell Pack-Man Removals before the move about any item weighing more than 100kg or requiring unusual handling.
An individual item over 100kg attracts an additional charge equivalent to one hour at the applicable labour rate. A piano or an item of similar weight or handling difficulty attracts an additional charge equivalent to two hours at the applicable labour rate.
If a heavy, oversized or difficult item was not disclosed before the move, Pack-Man Removals may decline to move it where our team reasonably believes it cannot be moved safely using the available staff, vehicle or equipment.
4. Truck Capacity & Additional Trips
Our standard truck has approximately 20m³ carrying capacity. Pack-Man Removals cannot guarantee that all belongings will fit in a single load unless this has specifically been agreed beforehand.
If additional trips are required, the normal applicable rate will continue to apply for the additional time, together with any applicable travel or call-out charges.
5. Deposits, Cancellations & Rescheduling
A $100 deposit may be required to secure a booking. If the customer cancels the booking, the deposit may be forfeited, subject to the circumstances of the cancellation and applicable law.
If the customer reschedules rather than cancels, the deposit will be retained and transferred to the new booking date, subject to availability.
6. Waiting Time & Access Delays
Charges commence from the agreed start time. Where Pack-Man Removals is ready to commence or continue work but is delayed due to circumstances outside our control, the normal applicable hourly rate will continue to be charged.
This can include waiting for keys, the customer not being ready, unavailable lifts, loading-dock delays, restricted or blocked access, building-access problems or similar delays.
7. Parking, Tolls & Access Costs
The customer is responsible for reasonable parking fees, tolls and other access costs incurred in carrying out the move. The customer may pay these directly where possible. Otherwise, applicable costs may be added to the final bill.
Customers should arrange suitable legal parking and loading access at pickup and delivery locations wherever possible.
8. Dismantling & Reassembly
Pack-Man Removals will only dismantle or reassemble furniture where this has been agreed prior to the move. Customers should tell us before booking if beds, tables or other furniture will require dismantling or reassembly.
9. Customer-Packed Items
Where customers pack their own boxes, tubs, bags or other belongings, they are responsible for ensuring they are appropriately packed, sealed and suitable for transport. Fragile items should be properly protected and identified where appropriate.
Pack-Man Removals will handle customer-packed items with reasonable care but cannot accept responsibility for damage caused by inadequate packing, unsuitable containers or insufficient protection, subject to applicable law.
10. Valuables & Important Items
Customers should personally transport cash, jewellery, passports, identification, important documents, keys and other valuable or irreplaceable personal belongings rather than placing them in the removal truck.
If Pack-Man Removals is being asked to transport an unusually valuable or irreplaceable item, this should be disclosed before the move so appropriate arrangements can be discussed.
11. Insurance & Certain Items
Customers should understand that the scope of any insurance held by Pack-Man Removals may not cover every circumstance or item.
Our insurance may not provide cover for certain loss or damage to items while they are properly wrapped and secured within the removal vehicle.
Certain items may also be excluded from our insurance cover, including:
- Glass and mirrors
- Marble
- Flat-pack furniture
- Televisions not in their original packaging
- Whitegoods not in their original packaging
Customers should make their own arrangements for additional insurance where they require cover beyond the protection available through Pack-Man Removals.
12. Dangerous, Prohibited & Unsafe Items
Pack-Man Removals may refuse to transport items that are illegal, hazardous, leaking, flammable, explosive or otherwise unsafe to transport. This may include fuel, certain gas cylinders, fireworks, hazardous chemicals, dangerous substances or illegal goods.
Our removalists may also decline to move an item where they reasonably believe doing so would create an unacceptable risk of injury or damage to property, the removal vehicle or equipment.
13. Property Damage
If the customer notices damage to the property or belongings during the move, they should notify the Pack-Man Removals team as soon as reasonably possible.
This includes damage to walls, floors, doors, door frames, stairs, fixtures, furniture or other belongings. Customers are encouraged to photograph relevant damage and retain supporting information.
14. Payment
The final bill is payable in full at the completion of the job, unless Pack-Man Removals has expressly agreed to another arrangement beforehand.
Customers should raise any concerns regarding the work or final charges as soon as reasonably possible and, where practicable, before payment. Nothing in this section limits any rights a customer may have under applicable law.
15. Claims, Disputes & Reimbursements
Any post-job claim or request for reimbursement should be submitted by email to info@packmanremoval.com.
Customers should provide a description of the issue together with photographs, receipts or other relevant supporting information where available. Pack-Man Removals will review the matter and communicate with the customer regarding the claim.
16. Australian Consumer Law
These Terms & Conditions operate subject to the Australian Consumer Law. Nothing in these terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.