Your consumer rights come first. Our services come with guarantees under the Australian Consumer Law that can't be excluded, including that we'll provide them with due care and skill. Nothing in these terms limits those rights.
About these terms
In these terms, we, us and our mean Esteem Movers and Packers, and you means the person or business booking the move.
Your agreement with us is made up of your written quote and these terms. If your quote says something different from these terms, the quote applies. Any change to your booking needs to be agreed by both of us in writing, and a text message or email is fine.
Free quotes and inspections
- Quotes are free. We base them on what you tell us about your move: the items, the access at both ends (stairs, lifts, parking and how close the truck can get), the date, and anything fragile, valuable or very heavy.
- Inspections are available on request. If you'd like, we can look at the job in person before quoting, so your quote is clear and genuine.
- Your quote explains what's included, how the price is worked out and how long the quote is valid for.
- If the job turns out to be different from what was described, for example more items, heavier items or harder access, the time and cost can change. Wherever practicable, we'll explain the change and agree it with you before doing the extra work.
- Your quote shows whether costs such as tolls, parking permits or building lift fees are included, or are extras that only apply if they come up.
Bookings, payment and changes
- Your booking is confirmed once we confirm it in writing.
- Your quote sets out the price, whether a deposit is needed, when payment is due and how you can pay.
- Need to change or cancel? Let us know as soon as you can. If a fee applies to cancelling or rescheduling, it will be set out in your quote and will reflect our reasonable costs.
- If we have to cancel or reschedule, for example because of a breakdown or unsafe weather, we'll tell you as soon as possible. You can choose a new date or a refund of anything you've paid for that booking.
Pickups, deliveries and interstate moves
- We pick up from addresses in metropolitan Melbourne and deliver anywhere in Australia.
- Arrival times and interstate delivery dates are our best estimates. Traffic, earlier jobs and road conditions can change them, and we'll keep you updated.
- If we can't deliver as planned, for example because nobody is there to receive your goods or the property isn't ready, we'll contact you to agree on what happens next. Extra waiting time, redelivery or storage may cost more, and we'll agree it with you first wherever we can.
- Some states and territories restrict bringing in plants, soil, fruit and vegetables. Please check the rules at your destination before an interstate move.
What we need from you
- Accurate information about what you're moving and the access at both ends, including anything fragile, valuable or very heavy.
- You, or someone you trust, at pickup and delivery to show us what's going and where it goes.
- Parking permits, lift bookings and building access organised where needed. Our crew can only park where it's legal and safe.
- Appliances ready to move, unless your quote includes this: fridges and freezers emptied, defrosted and dried, and washing machines and dishwashers disconnected and drained.
- Loose and breakable items taken out of drawers and cupboards.
- Cash, jewellery, important documents, medicines and other valuables kept with you.
- A check that large furniture will fit at the new place, and that nothing is left behind before we leave.
- Only goods that you own, or have permission to move.
Items we can't move
For safety and legal reasons, we can't move:
- Dangerous goods, including gas bottles, fuel, flammable liquids, chemicals, explosives and ammunition.
- Firearms, unless this has been agreed with us in advance and the law allows it.
- Illegal goods.
- Pets and other animals.
- Perishable food, or items that need refrigeration during transport.
- Items with pests or mould, or that are unhygienic.
If we think an item can't be moved safely, we'll explain why and talk through other options with you.
Work not included unless your quote says so
- Disconnecting or reconnecting gas, plumbing or electrical appliances. These jobs need a licensed tradesperson.
- Taking up or laying fixed floor coverings, or removing doors or windows.
- Dismantling sheds, play equipment or other outdoor structures.
- Moving items from roof spaces without safe access and lighting.
We can take apart and reassemble furniture where your quote includes it. Some flat-pack furniture is made from particleboard and can weaken when it's taken apart or moved; we'll tell you if we think there's a risk.
Looking after your belongings and your home
We're responsible for loss or damage caused by our negligence, or by our failure to provide our services in line with these terms and the consumer guarantees. If that happens, we'll work with you to put it right by repairing the item, replacing it or paying a fair amount.
We're not responsible for:
- Wear and tear, or damage and faults that were already there before the move.
- Internal electrical or mechanical faults where there's no sign of external damage.
- The contents of boxes we didn't pack, unless the damage was caused by our negligence, for example if we dropped the box.
- Damage caused by moving an item the way you asked us to, after we advised against it.
- Delays or losses caused by events outside our reasonable control (see below).
We protect doorways, floors and stair rails where the job needs it. If we damage your property through our negligence, we'll arrange the repair or pay the reasonable cost of repairing it.
We recommend checking whether your home and contents insurance covers your belongings while they're being moved, or arranging transit insurance, especially for valuable items and interstate moves.
As far as the law allows, we're not liable for indirect losses that weren't a reasonably foreseeable result of our actions.
Things outside our control
Sometimes events outside our reasonable control affect a move, such as severe weather, road closures, accidents, industrial action or emergencies. If that happens, we'll keep you informed, do what we reasonably can to complete the move, and agree a new time with you if needed.
Damage and complaints
- Please check your belongings at delivery, and point out any visible damage to the crew before they leave.
- If you find damage while unpacking, tell us as soon as you can, ideally within 7 days, with photos.
- Keep the damaged item and its packaging until we've had a chance to see them.
We'll look into every report and reply promptly. If we can't resolve a complaint together, you can contact Consumer Affairs Victoria at consumer.vic.gov.au. These steps don't affect your rights under the Australian Consumer Law.
Safety and respect
Our crew may stop work if a site isn't safe, for example if access is dangerous or someone behaves aggressively. We'll explain the problem and look for a safe way to finish the job. If the work can't continue because of conditions within your control, reasonable charges for the time already spent may apply.
Photos
Our crew may take photos of items, packing and access before and during a move to record their condition. We won't use photos of you or your home in our marketing without your permission.
Your privacy
We handle your personal information as set out in our privacy policy.
Governing law
These terms are governed by the laws of Victoria, Australia.
Contact us
Questions about these terms or your move? Get in touch.
- Esteem Movers and Packers
- Phone: 0478 579 117
- Email: operations@esteemmoversandpackers.com.au
- Based in Melbourne, Victoria