Terms & Conditions

Please note, the below terms include 27 sections:

1. Our prices include GST. Based on the information you provided as to what is required to be moved and where it needs to go, we will estimate which vehicle to use, and how long it might take. This is an estimation only. The list that you give us at booking is a guide to what we are expecting to move on the day, not an itemised inventory.
2. We provide a door-to-door service. The hourly rate starts when we arrive at the first Pick-Up address and finishes once the work is completed at the final Drop-off address. An additional 10 minutes is automatically added to cover the time spent processing payment and leaving the premises.
3. All removals incur a minimum charge of 2 hours plus a ‘travel charge’. After this, we charge by the minute (the hourly rate is calculated pro rata). Our ‘travel charge’ is a one-off fee to cover travel to the starting suburb and from the final suburb after the job (including fuel, tolls, labour, etc.). We will advise you of the travel time charge when you book.
4. Each truck is fully equipped with free-of-charge materials and equipment, including specialized removals blankets, cardboards, specialized trolleys and dolly, removals carrying straps and basic tools to assemble/dismantle goods. Additional materials, such as bubble wrap, shrink wrap, tape and boxes, can be purchased directly from the office or from the removalists upon request.
5. We will park anywhere safe that you request, except in a ‘clearway’. If you instruct us to park in an area where parking is not legal, any resulting parking fines or fees must be paid by you. All our vehicles are eligible to use Loading Zones, however, time limits still apply.
6. Although every professional attempt to move items will be carried out as directed by the client, we reserve the right to refuse service at any point.
7. The client, or the client’s representative, must always be present during the move. The client must show us everything that needs to be moved and ensure that nothing extra is taken or missed. You are expected to conduct a final inspection of the properties before our removalists leave to ensure all requested tasks have been completed. Additionally, it is your responsibility to ensure that all power sources, taps, and similar are turned off, and that doors, windows, and garages are securely locked.
8. We require full payment by the end of the move. The client has the choice to pay either cash, bank transfer or Visa/Mastercard (2.5% surcharge for paying with a card). If you are unable to pay for your job on completion, we may need to keep some of your goods as security until payment is made. In that case, there will be a charge to store and/or re-deliver those items, or you can collect them from our depot.
9. Failure to pay within the agreed time may result in the matter being referred to a debt collection agency, with all associated costs added to the outstanding balance.
10. We do not charge any extra for using stairs or lifts.
11. Any extra-large item must be notified to the office prior to the move, with full descriptions and pictures of the item (e.g., piano, pool table, stone and marble tables, gym equipment, etc.). Heavy surcharges may apply for specific items.
12. We are insured by Goods in Transit insurance with up to $100,000 coverage and Public Liability coverage of up to $20,000,000
13. Damages – We will only be liable for loss or damage resulting from our negligence, and in any event, liability will be limited to $1,000 per item/ box. If damage is of a cosmetic nature, such as scuffs, marks, scratches, and dents, we will compensate up to $50 per damaged item or box.
14. Insurance will cover: Repairing the damage as close as possible to its original condition or Replacement if a repair cannot be performed or Compensation if not repairable, up to the pre-damage market value of the item. Where a replacement or compensation is offered, this is not a “new for old” service. The evaluation will consider the item’s age, depreciation, and wear and tear. If there is a dispute regarding the evaluation of an item, it will be assessed by an independent licensed auctioneer, or a person nominated by our insurance company.
15. $250 excess fee applies if any damage to the client’s goods and property needs to be fixed or replaced by Top Removals. Most companies charge extra for insurance and do not refund unused amounts if no damage occurs. We charge the excess only if damage happens and the customer wishes to make a claim. Please note that a damage claim is only applicable after full payment for the service provided.
16. Insurance will only apply if the client, or a representative of the client, is present throughout the duration of the move.
17. Insurance applies only when items are professionally protected. Insurance will not apply in any case where the customer refuses the professional recommendation as to the safest way of transporting your items.
18. Insurance will not cover damaged items inside the boxes unless Top Removals were responsible for the packing service.
19. While our employees are professional removalists, please note that they are not qualified plumbers, handymen, or electricians. We offer dismantling and reassembling services as a courtesy; however, we accept no liability for any loss, damage, or delay resulting from our attempts to dismantle or reassemble any item. We strongly recommend having a licensed plumber, electrician, or handyman handle these tasks or inspect them after completion.
20. Certain goods (including but not limited to plants, pot plants, glass, old or self-assembled furniture, furniture designed to be flat-packed or made of pressed wood, certain musical instruments, and artwork) are inherently susceptible to damage or disorder during a move, regardless of how carefully they are handled. Therefore, we will not be liable for any damage to these items.
21. Insurance does not cover televisions or computer equipment not packed in their original box.
22. Insurance does not cover any stone, including marble, concrete, granite, composite or similar items due to their inherent fragility.
23. Insurance does not cover electrical faults unless caused by physical damage.
24. Any damage incurred during the move must be reported via email to: office@topremovals.com.au no later than 24 hours after the move. Regardless of any damage or loss, complete payment is still required upon the completion of the move.
25. When booking our service, you agree to the terms and conditions above.
26. Price Match: We’ll try to beat any competitive quote by up to 10%. The quote must be: written and itemized (not verbal), from a similarly established and reputable company with verifiable reviews, for a comparable scope of service, current/unexpired, and from a licensed and insured provider. Not valid with other offers. We reserve the right to verify quotes and decline at our discretion.
27. Storage: Storage fees are charged monthly, in advance, for the upcoming month of storage. Payments must be made on or before the due date.Late payment may result in the following, in accordance with the Warehousemen’s Liens Act 1958 (Vic): A lien being placed over the stored goods until all outstanding charges are paid in full. Written notice being issued requiring payment within a specified period. If payment remains outstanding, the goods may be sold to recover the unpaid charges, subject to the notice and procedural requirements set out under the Act. Additional charges may apply for late payment, storage during the recovery period, and costs associated with sale.
28. Our entire staff is experienced, efficient and friendly! Life is a journey. Move well.

Terms & Conditions

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