Legal

Terms & conditions

Please read these carefully. By booking our removals service you agree to the conditions set out below.

Last updated: 4 September 2026

Booking & deposit

  • These booking, deposit, rescheduling and cancellation terms apply to bookings made on or after 22 September 2026. Bookings confirmed before that date remain subject to the terms provided at the time.
  • Nearby local moves are often booked without a deposit. A deposit may be required for a pickup a long way from our base, and a deposit is required for interstate moves.
  • The deposit amount depends on the booking and is agreed with you before you commit. It is not a standard fee for every move.
  • Any deposit paid forms part of the total cost of the move and is credited towards the final invoice.
  • Your booking is confirmed when our operator confirms it to you by phone or email.

Pricing & minimum charge

  • All quotes and estimates are based on the information provided by the customer at the time of booking.
  • For hourly bookings, final charges are calculated on the actual time worked and billed in 30-minute increments.
  • Chargeable time starts when our crew arrives at the pickup address and begins the agreed moving work. Time spent travelling from the pickup address to the delivery address is part of the chargeable moving time.
  • One call-out fee covers dispatching the truck and crew to the job and is confirmed in the written quote together with the applicable rate.
  • Chargeable time ends when the agreed moving work has been completed, unloading has been completed, and the crew has reasonably packed away the moving equipment.
  • Waiting time and delays caused by customer preparation, unavailable lifts, access restrictions, building management requirements, parking issues, loading restrictions, or other circumstances outside our reasonable control remain chargeable time.
  • A minimum charge of 2 hours applies to all bookings unless otherwise agreed in writing.
  • For fixed-price bookings, the agreed price is based on the inventory, services and access conditions provided by the customer.
  • If the actual scope of work differs materially from the information provided at the time of booking, additional charges may apply. Where reasonably practicable, any additional work or charges will be discussed with you before that work is carried out.
  • Items not included in an agreed inventory may be subject to additional charges, or may be excluded from the service if the required capacity, equipment or labour has not been allocated.

Heavy & specialty items

  • Customers must disclose any heavy, oversized, awkward or specialty items at the time of booking. This includes, but is not limited to:
    • pianos;
    • pool tables;
    • safes;
    • large commercial appliances;
    • gym equipment;
    • marble, stone or unusually heavy furniture;
    • large or unusually awkward items;
    • items weighing approximately 100kg or more.
  • Additional labour, equipment or specialist handling may be required for such items.
  • Additional charges may apply where heavy or specialty items were not disclosed at the time of booking, or where the actual requirements differ materially from the information provided.
  • If the required equipment or labour has not been allocated, we may need to reschedule or refuse the item or service.

Piano moves

  • Pianos are specialty items and must be disclosed at the time of booking.
  • Customers are responsible for providing accurate information regarding the piano, including where reasonably known:
    • piano type;
    • approximate size;
    • access at both properties;
    • number of stairs or steps;
    • narrow passages or doorways;
    • slopes or steep driveways;
    • lift access;
    • any other access restrictions.
  • Additional labour, specialist equipment or additional time may be required depending on the piano and the access conditions.

Piano moves on stairs

  • Moving a piano on stairs requires additional handling, equipment, labour and risk assessment.
  • Where a piano needs to be moved up or down stairs, the move may require additional charges depending on the number of stairs, access conditions, piano type and equipment required.
  • We reserve the right to inspect or reassess stair access before or during the move if the actual conditions differ from the information provided, or present an unreasonable safety risk.
  • If our crew reasonably determines that the move cannot be completed safely using the available equipment and personnel, we may refuse or postpone the move.
  • Any additional work or charges required due to stair access will be discussed with you where reasonably practicable before proceeding.

Payment terms

  • Full payment is required immediately upon completion of the move unless otherwise agreed in writing.
  • Payment may be required before unloading in certain circumstances where this has been agreed in advance, or where payment arrangements have not been confirmed.
  • Where payment is taken before the move is finished, an hourly booking is reconciled against the final bill using the agreed minimum and billing blocks. Any overpayment is refunded; any additional time payable is explained before it is charged.
  • The customer remains responsible for all agreed charges, including applicable waiting time, additional labour, equipment, travel, tolls or other services requested or reasonably required to complete the agreed work.
  • Failure to make payment may result in reasonable recovery, storage, legal or collection costs where permitted by law.

Scope of services

  • Our services may include:
    • loading and unloading;
    • transportation;
    • furniture assembly and disassembly;
    • packing and unpacking services where requested;
    • specialty item moving where specifically agreed.
  • Packing materials used for your booking, including materials you keep, are included in the agreed price. Packing, unpacking and putting belongings away are additional work that must be requested and scheduled; that labour is charged at the agreed hourly rate.
  • Rubbish and used-packaging removal is a separate service, charged for the working time plus recycling or disposal costs.
  • Unless otherwise agreed:
    • goods are transported as presented by the customer;
    • we do not inspect, repair, clean, restore or certify items;
    • plumbing, electrical, gas, appliance installation and other specialist trades are not included;
    • disassembly or reassembly of items is only included where agreed as part of the booking.
  • We may refuse to handle an item where it is unsafe, improperly packed, structurally compromised, excessively fragile or otherwise unsuitable for normal moving procedures.

Customer responsibilities

  • The customer is responsible for providing accurate and complete information regarding:
    • inventory size and quantity;
    • pickup and delivery addresses;
    • access conditions;
    • stairs and steps;
    • lifts;
    • parking;
    • loading zones;
    • building requirements;
    • heavy, fragile, valuable or unusual items;
    • any other condition that may affect the move.
  • The customer is responsible for arranging:
    • suitable parking;
    • lift bookings;
    • building access;
    • loading zones;
    • building management approvals;
    • any permits or approvals reasonably required for the move.
  • The customer must ensure that all items are ready for collection at the scheduled time, unless packing or preparation services have been specifically booked.
  • Failure to provide accurate or complete information may result in additional charges, delays, rescheduling, or refusal of service where the required equipment, labour or access is unavailable.

Access, parking & delays

  • The customer must ensure that suitable and legal access is available at both the pickup and delivery addresses.
  • The customer is responsible for arranging any required parking permits, loading zones, lift bookings or building access.
  • Where parking is unavailable, or access is substantially different from the information provided, additional time and charges may apply.
  • Any waiting time caused by the customer, building management, lift delays, unavailable access, parking restrictions or customer preparation remains chargeable time.
  • If access is unsafe, restricted or materially different from the information provided, we may reschedule, refuse the affected work, or apply additional charges where reasonably necessary.

Customer presence & authorisation

  • The customer or an authorised representative should be available at the pickup and delivery addresses to provide access, identify items and make reasonable decisions regarding the move.
  • Where the customer cannot be present, the customer may nominate an authorised representative in advance.
  • The customer remains responsible for instructions given by their authorised representative.

Packing & customer-packed goods

  • Where packing services are provided by SwiftMove, we will use reasonable care and appropriate packing methods for the agreed service.
  • Where goods are packed by the customer, we are not responsible for damage caused by inadequate, unsuitable or insufficient packing that was not reasonably apparent to us before transport.
  • Customers are responsible for ensuring that fragile, valuable or sensitive items are appropriately packed unless professional packing has been booked.
  • We may refuse to transport goods that are inadequately packed or present an unreasonable risk of damage or injury.

Pre-existing damage & fragile items

  • Customers must disclose known pre-existing damage, structural weaknesses, defects or other conditions that may affect the safe handling of an item.
  • We may photograph or document the condition of an item before or during the move where we consider this reasonably necessary.
  • We are not responsible for damage caused by pre-existing defects, structural weaknesses, normal wear and tear, manufacturer faults, mechanical failure or other conditions that were not caused by our service.
  • This includes, where applicable, furniture made from particle board, MDF, flat-pack materials or other materials that have become structurally weakened through age, use, moisture or previous damage.

Insurance & liability

  • Our services are provided with reasonable care and skill, subject to these terms and any applicable insurance arrangements.
  • Eligible items may be covered up to a maximum of AUD $3,500 per individual item, subject to the applicable insurance policy, its exclusions and claim requirements.
  • For electrical and electronic items, including televisions, refrigerators, washing machines, computers and similar appliances, claims may require evidence of visible external damage, or other evidence reasonably establishing that the damage occurred during the move.
  • Items packed by the customer may have limited coverage where damage is caused by inadequate or unsuitable packing.
  • We are not responsible for damage resulting from:
    • pre-existing damage or structural weakness;
    • normal wear and tear;
    • manufacturer defects;
    • mechanical or electrical failure not caused by the move;
    • inadequate customer packing;
    • items that were not disclosed and required specialist equipment or handling;
    • conditions outside our reasonable control.
  • Where a claim is accepted, compensation will be assessed based on the applicable insurance policy and the relevant circumstances, including reasonable repair cost or replacement value where applicable.
  • Nothing in these terms excludes, restricts or modifies any rights or remedies that cannot legally be excluded, restricted or modified under the Australian Consumer Law.

Damage claims

  • Customers should inspect their belongings as soon as reasonably possible following delivery.
  • Any loss or damage should be reported to us as soon as reasonably possible and, where possible, within 24 hours of completion of the move.
  • Customers may be asked to provide photographs, supporting information and reasonable access to the affected item so that the claim can be assessed.
  • We may also request evidence of the item's condition before the move, purchase information, repair estimates or other reasonable information relevant to the claim.
  • A delay in reporting a claim may make it more difficult to investigate and assess the circumstances of the alleged damage.

Dangerous & prohibited goods

  • We do not knowingly transport dangerous, illegal or prohibited goods. This may include:
    • explosives;
    • flammable substances;
    • gas cylinders;
    • hazardous chemicals;
    • illegal goods;
    • firearms or other dangerous items;
    • other goods that may present an unreasonable risk to people, property or equipment.
  • If prohibited or unsafe goods are identified, we may refuse to transport them.

Rescheduling

  • If your plans change, contact us as soon as possible. Where possible, customers may reschedule their booking rather than cancel.
  • Subject to crew and vehicle availability, any deposit paid is carried over to the new agreed date and credited towards that move. This applies whether you contact us more or less than 48 hours before the original booking.
  • Rescheduling with at least 48 hours' notice is free of charge.
  • Repeated changes may mean we cannot accommodate a further date; we will discuss the booking with you directly.
  • Where a move is rescheduled due to circumstances outside the customer's control, we will make reasonable efforts to find a suitable alternative date.

Cancellations

  • If you cancel and do not reschedule, any deposit paid is retained, except where a refund is required by law.
  • We do not seek an additional cancellation payment, including where the truck has already been dispatched.
  • If no deposit was paid, no cancellation fee is charged.
  • If SwiftMove cancels a booking for a reason on our side, the deposit is refunded.
  • Nothing in this section limits rights or remedies that cannot be excluded under the Australian Consumer Law.

Right to refuse or postpone service

  • We reserve the right to refuse, postpone or stop any part of a move where:
    • conditions are unsafe;
    • access is unsuitable;
    • required equipment or labour is unavailable;
    • information provided during booking is inaccurate or materially incomplete;
    • the move presents an unreasonable risk to staff, property, equipment or the public;
    • an item is excessively fragile, structurally unsafe or unsuitable for normal moving procedures;
    • the customer requests work outside the agreed scope that cannot reasonably be performed safely.
  • Where reasonably possible, we will explain the reason and discuss an alternative solution with you.

If we cannot complete the booking

  • If we are unable to provide the booked service due to circumstances within our reasonable control, we will make reasonable efforts to arrange an alternative crew, vehicle or suitable solution where available.
  • If the service cannot reasonably be provided and the booking is cancelled by us, any deposit paid for the affected booking will be refunded, subject to any rights or remedies available under the Australian Consumer Law.

Delays & events outside our control

  • We are not responsible for delays or an inability to perform the service caused by circumstances beyond our reasonable control, including severe weather, flooding, road closures, accidents, vehicle breakdowns, building closures, government restrictions or other unforeseen events.
  • Where reasonably possible, we will communicate with you and work to reschedule or otherwise minimise the impact of such circumstances.

Storage

  • Storage is not included in a standard moving booking unless specifically agreed in writing.
  • Where storage is requested or becomes necessary, separate storage charges and terms may apply.

Subcontractors & specialist services

  • Our own team carries out most moves. Where the size, schedule or interstate arrangements require it, we may use qualified subcontractors, specialist movers, a transport partner or additional crew members to assist with a move.
  • SwiftMove remains responsible to the customer for the service agreed. The crew and transport arrangement are confirmed for the booking.
  • Where a specialist service is required, the customer will be informed where reasonably practicable before the additional service is provided.

Australian Consumer Law

  • Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified under the Australian Consumer Law.
  • We will provide our services with reasonable care and skill and in accordance with applicable Australian consumer law.
  • If you have a concern regarding our service, please contact us first so that we have a reasonable opportunity to investigate and resolve the issue.

Our commitment

  • We take reasonable care with every move and treat our customers' belongings with the same respect and attention as our own.
  • Our goal is to complete every move safely, professionally and efficiently, while keeping our customers informed of any issues that may affect the agreed service or price.

Electrical & electronic items

  • Electrical and electronic items, including televisions, refrigerators, washing machines, dryers, dishwashers, ovens, computers and other appliances, may contain internal components that can fail independently of physical handling or transportation.
  • Where an electrical or electronic item is reported as damaged following a move, any claim will be assessed based on the available evidence.
  • Visible physical damage, such as dents, cracks, broken panels, damaged doors or other physical damage that is reasonably consistent with handling during the move, may be considered as part of a damage claim.
  • A failure to operate, power on, cool, heat, display correctly or otherwise function normally, without visible physical damage or other reasonable evidence linking the failure to the move, will not by itself establish that the item was damaged during transportation.
  • We are not responsible for internal mechanical, electrical or electronic failures caused by pre-existing faults, age, wear and tear, manufacturer defects, component failure or other causes unrelated to the moving service.
  • Where appropriate, we may request photographs, repair or technician reports, purchase information or other reasonable evidence to assist in determining whether the reported damage was caused during the move.
  • Nothing in this section excludes or limits any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Acceptance of terms

  • By confirming a booking with SwiftMove, the customer acknowledges that they have been provided with, or had reasonable access to, these terms and conditions, and agrees to be bound by them, subject to any rights that cannot legally be excluded under Australian law.

Questions about any of the above? Call us on 0494 083 737 before you book. We'd rather explain it now than surprise you later.

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