Terms & Conditions

Our quotation is based on the information available when it is prepared, including the inventory, access, pickup and delivery locations, requested services, crew and truck requirements.

Unless a fixed price is expressly stated in writing, hourly work is charged according to the applicable rate and charging increments shown in the quotation or current Rates page.

Additional charges may apply where reasonably necessary because the information supplied was incomplete or circumstances differ materially from those disclosed, including additional goods, additional pickup or delivery points, difficult access, stairs or lifts, excessive carrying distance, waiting time, parking costs, tolls, additional labour, special handling, or services requested after the quotation.

Current advertised charges include, where applicable, travel charges, Sunday/public-holiday surcharge and specialty-item charges. The written quotation or booking confirmation will govern if it states a different agreed amount.

Unless agreed in writing, the quotation does not automatically include disconnection or reconnection of electrical, gas, plumbing or other fixed services; structural work; removal or installation of fitted floor coverings; or work requiring a licensed trade.

Dismantling and reassembly of furniture may be provided where agreed and reasonably practicable. Additional charges may apply to unusually complex, oversized or specialty items.

• Provide an accurate inventory and disclose unusually heavy, fragile, valuable or difficult-to-move items.
• Provide accurate pickup/delivery addresses, access information, stairs, lifts, parking restrictions and relevant building requirements.
• Ensure goods are properly packed and ready to move unless packing services have been agreed.
• Empty, defrost and prepare refrigerators/freezers and drain appliances or equipment that may contain liquids.
• Arrange suitable parking and any permits, loading-bay or lift bookings required at the premises.
• Be present, or arrange an authorised representative, at collection and delivery.
• Check that the correct goods are loaded and that nothing intended for removal is left behind.

Extra time or costs reasonably caused by inaccurate inventory, unavailable access, incomplete packing or other matters within the customer's control may be charged at the agreed rate.

Unless we expressly agree in writing, do not include cash, jewellery, precious metals or stones, important deeds/securities, illegal or stolen goods, firearms or ammunition, explosives, gas cylinders, fuels, hazardous chemicals, dangerous goods, perishable/refrigerated food, live animals or goods requiring special licences or regulated transport.

You must tell us before the move if an item may present a safety, legal or special-handling risk.

You confirm that you own the goods or have authority from the owner to arrange their removal. You must tell us if another person has a legal interest in the goods that affects our work.

Please tell us as early as possible if you need to change, postpone or cancel a booking. Where a cancellation or postponement causes us a loss that we cannot reasonably avoid, a reasonable cancellation charge may apply having regard to the notice provided, work already performed, resources reserved and costs reasonably incurred.

Any specific cancellation fee or deposit condition supplied with your quotation or booking confirmation will apply to the extent permitted by law.

Unless otherwise agreed in writing, payment is due at completion of each day's removal work. We accept the payment methods advised in your quotation or invoice, which may include card/EFTPOS, direct deposit/bank transfer and cash.

You remain responsible for undisputed charges for services supplied. Any card surcharge or other payment fee will only apply where disclosed and permitted by law.

We will exercise reasonable care and skill when handling goods. If loss or damage is alleged, notify us promptly and give us a reasonable opportunity to inspect the item and investigate what occurred.

Any insurance or goods-in-transit cover is subject to the actual policy terms, conditions, limits and exclusions applying at the relevant time. Nothing on this page should be read as expanding insurance cover beyond the applicable policy.

Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

Please identify fragile flooring, walls, driveways, restricted access or other areas requiring special care before work begins. If you direct us to move an item in a particular manner after we explain that doing so is likely to cause damage, this may be relevant when responsibility for that damage is assessed, to the extent permitted by law.

Some goods have inherent or pre-existing risks, including flat-pack/particle-board furniture, previously damaged items, unstable furniture, internal contents not packed by us, mechanical/electrical faults without external impact, and goods affected by normal wear, deterioration, leakage or infestation.

These circumstances do not remove any rights you have under applicable law, but may be relevant to determining the cause of a claimed loss or damage.

Please tell the crew as soon as you notice visible damage and contact us in writing as soon as reasonably practicable after discovering any loss or damage. Include photographs, a description of the item and what occurred, and any relevant proof of value or repair quotation.

Prompt notice helps us investigate. A reporting request in these terms does not remove any statutory right or remedy that applies despite such a term.

Quoted arrival and completion times are estimates unless expressly guaranteed in writing. Traffic, previous jobs, weather, access restrictions, breakdowns and other circumstances can affect timing.

If our crew is required to wait because access, keys, lifts, settlement, packing or the premises are not ready, the additional time may be charged at the applicable hourly rate or another waiting charge disclosed and agreed in advance.

If goods remain lawfully in our possession while charges are unpaid, storage and other reasonable costs may arise. Any right to retain, store, sell or otherwise deal with goods will only be exercised in accordance with applicable law and after any notice required by law.

Please contact Index Logistics first so we have an opportunity to investigate and resolve the matter. Nothing in these terms prevents either party from exercising rights through Consumer Protection WA, a court, tribunal or another dispute-resolution process available under law.

We may use appropriately selected employees, contractors or subcontractors to perform part of the service where reasonably required. These terms continue to apply to the services supplied under your booking.

Unless specifically agreed otherwise, we may choose a reasonable route, vehicle and work method having regard to safety, access, efficiency and the services booked.

For longer-distance or regional work, estimated transit times may vary because of distance, road conditions, legal driving/rest requirements and operational factors. Any special arrangements will be stated in the quotation or booking confirmation.

These terms are governed by the laws applicable in Western Australia and the Commonwealth of Australia, subject to any mandatory law that applies to the particular service.

Where insurance applies, cover is governed by the relevant insurance policy rather than this webpage. Customers should consider whether they require their own additional cover for risks or values not covered by our arrangements.

Australian Consumer Law: consumer guarantees may apply to services we provide, including guarantees relating to due care and skill, fitness for a disclosed purpose and supply within a reasonable time where no time is fixed. These statutory rights cannot be excluded by these terms where the law says they apply.

If we agree to store goods, you must keep us informed of your current postal/email address and telephone number so that we can communicate with you about the goods, charges and collection or delivery.

If we prepare an inventory or receipt, check it promptly and notify us of any error or omission as soon as reasonably practicable.

• Additional goods or services not included in the agreed inventory may increase the time or price.
• Large furniture that cannot safely pass through available access may require dismantling. If we provide dismantling/reassembly, additional charges may apply where disclosed or agreed.
• Goods should be packed and ready unless packing assistance has been booked.
• Please provide a complete and accurate inventory so we can recommend an appropriate truck, crew and quotation.
• Waiting time caused by circumstances outside our control at the pickup or delivery property may be chargeable.
• A booking is subject to availability and confirmation by Index Logistics.