TERMs & CONDITIONS

1. Introduction

• These Terms and Conditions apply to all services provided by Mr. Help Removals, before booking our services, you the customer agree to these terms, which form a legally binding agreement between you and Mr. Help Removals.

2. Booking and Pricing

• All bookings are subject to availability and will be confirmed upon receipt of all necessary details;
• Our pricing includes the hourly rate, call-out fee, and any additional services agreed upon;
• Minimum charge applies for 2-hours minimum;
• Time is charged from the moment our team begins work at the pick-up address until the completion of the job at the drop-off location.

3. Services We Offer

Local and interstate removals across Australia:

• We provide reliable removal services for both local moves within Sydney and interstate relocations throughout Australia. No matter the distance, our team ensures safe and efficient transport of your belongings.

Packing and unpacking services:

• We offer professional packing and unpacking services to help make your move easier. Packing materials (boxes, tape, bubble wrap, etc.) are also available for purchase.

Furniture disassembly and reassembly:

• We can disassemble and reassemble standard furniture items as part of your move. Please inform us in advance if any items require this service, as additional time or tools may be needed.

Optional Short-Term Storage Solutions:

• How it works: We deliver the storage unit to your location, load your items, and transport them to our secure storage facility for safekeeping.

Piano Moves & Overweight Items:

• Moving pianos, pool tables, safes, or any single item weighing over 100kg must be disclosed at the time of booking. These items may require additional equipment, time, or personnel and may incur extra charges. Failure to notify us in advance may result in delays or refusal to move the item for safety reasons.

4. Quotations

• All quotes are valid for 14 days;
• All quotes are based on the information provided by the customer at the time of booking;
• Any changes to access conditions (e.g. stairs, narrow hallways, balcony lifts), the volume of items, or additional services requested may result in a price adjustment.

5. Booking & Payments

• A $100 deposit is required to secure your booking. This amount will be deducted from the final invoice. If you need to cancel, please provide at least 48 hours’ notice to retain your deposit. Cancellations made with less notice may result in the deposit being forfeited;
• Full payment is required upon completion of the move;
• We accept bank transfer or cash;
• Late payments may incur a 5% fee per week unless otherwise agreed.

6. Customer’s Responsibilities

To ensure a smooth and efficient move, you the customer agree to the following:

• Be present at both pickup and drop-off locations, or appoint a representative to act on your behalf;
• Ensure all items are packed and ready for transport, unless you have booked our packing service;
• Empty all drawers, including those in fridges, bedside tables, dressers, and other furniture with compartments. This helps prevent damage, makes items easier to carry, and reduces the risk of lost or misplaced belongings;
• Ensure suitable parking is arranged for our truck(s). If parking is not available in a designated area and a fine is issued, the customer will be responsible for the penalty.
• Notify us of any items that are:
  • Over 100kg
  • Require disassembly
  • Fragile or high-value (e.g. antiques, electronics and etc…)

7. Job Duration and Breaks

• In accordance with Australian workplace laws, if a job exceeds 4 continuous hours, our team is entitled to a paid meal break. This break time will be included as part of the total time charged.

8. Insurance & Liability

• We carry Transit Insurance covering loss or damage caused by fire, theft, or vehicle accident.
• We are not liable for:
  • Damage to goods packed by the customer;
  • Items not disclosed in writing prior to the move;
  • Delays caused by traffic, weather, or other factors beyond our control.
• We recommend you consider taking out comprehensive removal insurance via a third party for full coverage.

9. Cancellations & Rescheduling

• Cancellations made within 7 days before the move will not incur further charges (deposit is refundable);
• Same-day cancellations will result in the full deposit being forfeited;
• Rescheduling is allowed with minimum 48 hours’ notice, subject to availability.

10. Limitations & Exclusions

We do not transport:

• Dangerous or hazardous materials (e.g. gas cylinders, flammables, corrosives, explosives);
• Pets or live animals;
• Illegal, stolen, or prohibited items;
• Valuable items such as cash, jewellery, passports, or important documents (unless declared and approved in writing);
• Items requiring specialised equipment or certification unless previously arranged (e.g. medical equipment, industrial machinery);
• Items not properly packed or secured, especially fragile or high-risk items;
• Items that are too large or heavy to safely transport without prior notice.

11. Delays & Access

• You are responsible for ensuring clear access at both pickup and delivery locations.
• We are not liable for delays due to:
  • Inaccessible locations;
  • Waiting for keys or building access;
  • Inaccurate or incomplete information.

12. Claims & Complaints

• All damage or loss claims must be made in writing within 48 hours of the move;
• We will assess and respond to all claims fairly and promptly;
• Disputes that cannot be resolved may be referred to NSW Fair Trading or another mediator.

13. Governing Law

• These Terms and Conditions are governed by the laws of New South Wales, Australia. Disputes will be subject to the jurisdiction of the courts of New South Wales.