Terms and Conditions – Sunshine Coast Removals and Storage

By engaging the services of Sunshine Coast Removals and Storage, you agree to the terms and conditions set out below. These conditions are designed to ensure a clear understanding between both parties and to deliver a smooth, professional experience for all clients.

Key Information Summary

1. All services are provided under the terms listed below.
2. Our pricing is based on specific exclusions and limitations of liability.
3. We recommend customers arrange appropriate insurance for goods in transit or storage.
4. Certain items are considered prohibited or high-risk and require prior notice.
5. Access conditions and move complexity may affect your final charges.

1. Definitions

In these Terms and Conditions, the following definitions apply:

• “We”, “Us”, “Our” – refers to Sunshine Coast Removals and Storage.
• “You”, “Your” – refers to the customer or client using our services.
• “Goods” – means the items we are contracted to move or store.
• “Services” – refers to any removal, packing, storage, or related work we perform.
• “Charges” – the fees payable by you for the services provided.
• “Prohibited Items” – items not accepted for transport or storage (see Section 4).
• “Special Goods” – items requiring written notification before transport, including fragile or high-value items such as antiques, electronics, or goods exceeding $5,000 in value.

2. Services Provided

Sunshine Coast Removals and Storage provides local home and business moving services across the Sunshine Coast region. Our team delivers reliable, professional, and personalised removal services for homes, apartments, offices, and storage requirements.

2.1 Scope of Work

The services we offer include, but are not limited to:

• Loading and unloading of furniture and household or office goods
• Transportation of goods within the Sunshine Coast and surrounding areas
• Basic furniture dismantling and reassembly (if pre-arranged)
• Short or long-term storage services
• Pre-packing and unpacking services (if booked in advance)

2.2 Service Limitations

Our services do not include plumbing, electrical disconnection, or reconnection of appliances, nor the removal of dangerous or prohibited items unless specifically agreed to in writing beforehand.

2.3 Access Requirements

You must ensure safe and adequate access to both pickup and delivery locations. Delays caused by limited access (e.g. stairs, long carry distances, parking restrictions, steep driveways) may incur additional time charges.

2.4 Changes to Job Scope

If the scope of the job changes from what was originally quoted (e.g. more items, additional stops, poor access), we reserve the right to adjust the quoted price accordingly.

2.5 Customer Supervision

We require you, or an authorised person, to be present during the move to provide access, verify item pickup/delivery, and ensure all items are accounted for. We accept no responsibility for goods left behind.

3. Customer Responsibilities

To ensure a smooth and efficient move, customers engaging Sunshine Coast Removals and Storage are responsible for the following:

3.1 Accurate Information

You must provide complete and accurate details regarding your move — including access conditions, volume of goods, stairs, parking limitations, and any specific service needs. Failure to disclose important information may result in additional charges or delays.

3.2 Proper Packing

Unless you have booked our packing services, it is your responsibility to ensure all items are securely packed using suitable materials. We are not liable for damage to items packed by you or third parties unless caused by proven negligence.

3.2.1Important Notice Regarding Televisions:

To ensure the safety of your television during transit, it must be packed in its original manufacturer packaging, including all internal protective materials. If the original packaging is unavailable, please use a sturdy, appropriately sized box with ample cushioning to protect the screen and components. Failure to adhere to these packing requirements may result in us being unable to accept liability for any damage incurred during the move.

3.3 Notification of Special or Fragile Items

You must inform us in writing prior to your move if any items require special care, such as antiques, artworks, electronics, or goods valued over $5,000. Additional preparation or handling fees may apply.

3.4 Personal and Prohibited Items

You must remove all personal documents, jewellery, cash, and prohibited items (see Section 4) from your goods prior to the move. We do not accept liability for loss or damage to such items if they are included without our knowledge.

3.5 Supervision and Final Check

It is your responsibility to supervise the move, ensure all goods are collected, and verify that nothing has been left behind. Our team works efficiently but cannot be held responsible for items not pointed out or packed.

3.6 Payment Commitment

You agree to pay all charges in full as per the agreed terms on the day of service, unless otherwise arranged. Delays in payment may result in additional fees or the withholding of goods until payment is received.

4. Prohibited and Excluded Items

For safety, legal, and liability reasons, certain items are strictly prohibited from transport or storage unless agreed to in writing prior to the move.

4.1 Prohibited Items

We do not carry, transport, or store the following under any circumstances:

• Flammable or explosive materials (e.g. petrol, paint, gas bottles)
• Illegal substances, firearms, ammunition, or weapons
• Perishable goods including food, plants, or living organisms
• Toxic waste, asbestos, or any hazardous chemicals
• Animals or live pets
• Cash, jewellery, passports, or irreplaceable personal documents

4.2 Excluded Items

We do not accept liability for the following unless declared in writing and agreed upon prior to your move:

• Fragile goods including glassware, ceramics, mirrors, or artwork
• Items of sentimental or high individual value (over $5,000)
• Boxes packed by you containing valuables or electronics
• Collectables, heirlooms, or antique furniture

4.3 Breach of Terms

If prohibited items are discovered during the move, we reserve the right to suspend or cancel the service immediately. You may also be liable for any additional costs, delays, or damages resulting from their inclusion.

5. Insurance and Liability

While we take great care in every move, accidents can happen. This section outlines our limitations of liability and your responsibility regarding insurance.

5.1 Limited Liability

Sunshine Coast Removals and Storage is not a common carrier and does not accept full liability for loss or damage unless caused by our proven negligence. We are not responsible for:

• Damage to items packed by you or third parties
• Minor scratches, dents, or marks from standard handling
• Mechanical or electrical faults that occur during transport
• Unforeseen issues due to poor access, delays, or incomplete information

5.2 Insurance Recommendation

We strongly recommend you take out comprehensive insurance for your goods during the move or while in storage. This can be arranged through your contents insurer or an independent provider.

5.3 Transit Risk

All goods are moved at your risk unless you have arranged insurance coverage. Even with professional handling, removal work carries inherent risks.

5.4 Reporting and Claims

Any claim for loss or damage must be made in writing within 24 hours of your move. Claims submitted outside of this window may not be accepted. Supporting evidence such as photos and item details must be provided to assess your claim.

6. Fees, Charges and Payment Terms

Our pricing is based on fairness, transparency, and accuracy. Please read this section to understand how charges are calculated and when payments are due.

6.1 Quotes and Estimates

All quotes are based on the information you provide and are valid for 14 days unless stated otherwise. Any changes to the volume of goods, access conditions, or service requirements may result in revised charges.

6.2 Hourly Rate and Minimum Charges

Where an hourly rate applies, a minimum booking period (typically 2 hours) is required. Billing time begins when the team departs our depot and ends upon return unless otherwise stated in writing.

6.3 Fixed-Price Moves

Fixed-price removals are only valid when the job scope is clear and agreed in writing. Any variation on the day of service — such as extra items, poor access, or additional stops — may incur extra charges.

6.4 Travel Fees

Travel charges may apply depending on the pickup and delivery locations. These are included in your quote unless otherwise noted.

6.5 Payment Terms

Payment is due in full on the day of your move unless agreed otherwise. We accept EFTPOS, direct transfer, and cash. Late payment may incur administrative fees or delay delivery of goods.

6.6 Cancellations and Rescheduling

Cancellations made within 48 hours of the scheduled booking may incur a cancellation fee of up to 50% of the quoted total. Rescheduling requests made less than 24 hours prior may result in additional charges.

6.7 Storage Charges

If your goods are placed in storage, monthly storage fees apply and must be paid in advance. Late payment may result in restricted access or disposal of stored goods in accordance with our storage agreement.

7. Delays, Access & Additional Time Charges

While we make every effort to keep your move on time, delays and site access issues can occur. This section outlines how these situations are handled and what may incur additional charges.

7.1 Unforeseen Delays

We are not liable for delays caused by traffic conditions, weather events, road closures, vehicle breakdowns, or other events beyond our control. We will communicate any changes to timing as soon as possible.

7.2 Access Conditions

You are responsible for ensuring there is safe, legal, and practical access to both the pickup and delivery locations. This includes adequate parking, access through gates, elevators, and stairways, and notifying us in advance of any known difficulties.

7.3 Time-Based Charges

Additional charges may apply in the following situations:

• Stairs or multi-level properties without lift access
• Long carry distances (more than 20 metres)
• Inaccessible or steep driveways
• Waiting time due to keys, settlement, or delayed access
• Last-minute changes to delivery location

7.4 Storage Due to Delays

If delays prevent completion of the move on the scheduled day, your items may be placed into temporary storage at your cost. Additional charges may apply for re-delivery, handling, or overnight holding.

7.5 Customer-Related Delays

If delays are caused by the customer — such as not being ready, not present at the property, or not providing access — this time will be billed at the applicable hourly rate.

8. Cancellations, Postponements & Refunds

We understand that plans can change. This section outlines how cancellations, postponements, and refunds are handled to ensure fairness for both parties.

8.1 Cancellation Policy

If you need to cancel your booking, the following conditions apply:

• Cancellations made more than 48 hours in advance – no cancellation fee.
• Cancellations made within 24 to 48 hours – a cancellation fee of 25% of the quoted total may apply.
• Cancellations made within 24 hours or on the day – up to 50% of the total quoted amount may be charged.

8.2 Postponements

You may request to reschedule your booking, subject to availability. We recommend providing at least 24 hours' notice to avoid potential fees. Postponements made within 24 hours may incur an admin fee.

8.3 Refunds

If payment has been made in advance and the cancellation falls within our refund window, a refund will be issued minus any applicable cancellation fee. Refunds are processed to the original payment method within 5 business days.

8.4 No-Show or Inaccessibility

If our team arrives and is unable to complete the move due to no access, no contact, or no one present, you may be charged the full minimum service fee and additional costs for rescheduling.

9. Disputes & Claims Resolution

We aim to provide professional, stress-free service on every job. However, in the event of a concern or issue, this section explains how disputes and claims are managed.

9.1 Reporting a Claim

If you believe an item has been damaged or lost during your move, you must notify us in writing within 24 hours of completion of the service. Claims made outside this timeframe may not be considered.

9.2 Information Required

To assist in the review of your claim, you will need to provide:

• Detailed description of the issue or item(s) affected
• Photos of the damage (if applicable)
• Date and location of the move
• Relevant booking or invoice number

9.3 Claim Assessment

We will assess your claim using the details provided, including any reports from our team. You may be contacted for additional information to support the process.

9.4 Resolution

If the claim is accepted, we may offer one or more of the following, depending on the circumstances:

• Repair or replacement of the item (subject to fair wear and tear)
• Partial or full refund of service charges
• Referral to an external insurance provider (if applicable)

9.5 Dispute Escalation

If a resolution cannot be reached, the matter may be escalated to senior management for final review. If necessary, disputes may be referred to a Queensland-based mediation service or handled through the appropriate legal channels.

10. General Terms & Governing Law

This section outlines the legal basis for your agreement with Sunshine Coast Removals and Storage and how these terms are applied.

10.1 Entire Agreement

These Terms and Conditions, along with your quote or service confirmation, represent the complete agreement between you and Sunshine Coast Removals and Storage. No verbal or prior written agreements override these terms unless confirmed in writing.

10.2 Variations

We reserve the right to update or modify these Terms and Conditions at any time. The version in effect at the time of your booking will apply to your services unless otherwise agreed in writing.

10.3 Force Majeure

We will not be held liable for delays or failure to deliver services due to events beyond our reasonable control, including extreme weather, natural disasters, strikes, road closures, or mechanical breakdowns.

10.4 Severability

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

10.5 Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia. Any disputes arising under these Terms shall be resolved in accordance with Queensland jurisdiction.