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Terms and Conditions

The terms that govern our removals and storage services, and the terms for using this website.

The short version

Terms and conditions at a glance

Welcome to Best Removalists Newcastle. To ensure clarity and transparency in our services, we ask all customers to carefully read through our Terms and Conditions before booking their move. These terms govern the services we provide and outline the rights and responsibilities of both our company and our customers.

  1. Definitions
    • "We," "Us," and "Our" refer to Owen's Removals Pty Ltd, trading as Best Removalists Newcastle.
    • "You" refers to the party engaging our services.
    • "Goods" means all furniture and effects to be moved or stored by us.
    • "Services" refers to the entirety of the removal and/or storage work we undertake.
  2. We are not common carriers

    Best Removalists Newcastle is not a common carrier. We reserve the right to refuse to carry goods for any person and accept no liability as common carriers.

  3. Your responsibilities
    • Accurate Information: You must provide accurate details regarding your move. Misrepresentation may result in additional charges or refusal to perform the service.
    • Presence at Loading/Unloading: You (or an authorised representative) must be present during the loading and unloading of goods. If you are not present, we may proceed at our discretion, and you will be liable for any consequences.
    • Dangerous Goods: You must inform us in writing if any items to be moved are dangerous, corrosive, or likely to attract pests. We reserve the right to refuse such items.
    • Fragile/Valuable Items: You are responsible for informing us in writing of any items that are fragile or of high value (e.g., jewellery, artwork). Failure to disclose these items will limit our liability in the event of damage.
  4. Subcontractors and third parties

    We may engage subcontractors to perform part or all of the Services. However, we remain responsible for the quality of the service provided. In some cases, third-party providers may be arranged for additional services like long-distance transport or special handling, for which we accept no liability beyond ensuring the provider is competent.

  5. Delivery and storage conditions
    • Delivery Attempts: If we are unable to deliver your goods because no one is available to receive them or we cannot access the property, your items may be stored at your expense, and additional charges for redelivery may apply.
    • Storage: If storage is required, we will prepare an inventory for the goods. It is your responsibility to review this inventory for accuracy within 7 days of receiving it. If any discrepancies arise, inform us immediately.
  6. Payment terms
    • Hourly Rate Charges: All hourly rate services are charged depot-to-depot with a one-hour minimum. Time is billed in 15-minute increments thereafter. Our published hourly rates are on the pricing page.
    • Fixed Price Services: For fixed price moves, the agreed price is based on the information provided by the customer. Any significant changes to the inventory or access conditions may result in additional charges.
    • Payment Due: Payments are due upon completion of the move unless otherwise agreed. Payment can be made via bank transfer or credit card (fees may apply for card payments).
  7. Liability and loss or damage
    • Negligence: We will only be liable for damage to your goods if it is proven that such damage was caused by our negligence. Any claims for loss or damage must be made within 14 days of delivery or the discovery of missing items.
    • Exclusions: We are not responsible for delays or losses caused by external factors such as weather, third-party service providers, or inherent risks associated with certain goods (e.g., mechanical breakdowns in electronics).
  8. Insurance

    Best Removalists Newcastle does not provide insurance for your goods. However, you are welcome to arrange your own insurance with a provider of your choice.

  9. Disputes

    In the event of a dispute, both parties agree to continue fulfilling their obligations under the contract while the dispute is being resolved. Written notice must be provided by either party if a dispute arises.

  10. Governing law

    This agreement is governed by the laws of New South Wales, Australia.

For your convenience, we've summarised the most important parts of our Terms and Conditions above. The full terms and conditions are below. Please ensure that you read through the full Terms and Conditions before confirming your booking to understand your rights and obligations.

The full terms and conditions

Effective Date: December 2024

These Terms and Conditions govern the services provided by Owen's Removals Pty Ltd, trading as Best Removalists Newcastle, including removal, storage, and other related services. By booking and using our services, you agree to these terms and conditions.

1. Definitions

1.1 "We", "Us", and "Our" refer to Owen's Removals Pty Ltd (ACN 636 619 344), trading as Best Removalists Newcastle.

1.2 "You" and "Your" refer to the customer engaging our services.

1.3 "Goods" refers to all furniture and personal effects that are to be moved or stored.

1.4 "Services" refers to the entire scope of work performed by us in connection with the Goods, including removal and/or storage.

1.5 "Subcontractor" means any person other than our employees who may be contracted to perform part of the services.

1.6 "Third Party Provider" refers to any person or company arranged by us to carry out Ancillary Services (i.e., sea, rail, or air transport).

2. We Are Not Common Carriers

We are not common carriers and reserve the right to refuse to carry goods for any person or goods of any description at our discretion. We accept no liability as a common carrier.

3. Your Obligations and Warranties

3.1 Information Provided: You warrant that any information you provide, which we rely on to assess the resources required for the move (e.g., volume of goods, property access), is accurate.

3.2 Owner or Agent: You warrant that you are the owner or the authorised agent of the owner of the Goods.

3.3 Presence During Move: You, or someone on your behalf, must be present when the Goods are loaded and unloaded, except when they are being moved from or into storage.

3.4 Dangerous Goods: You warrant that no goods to be moved are dangerous, corrosive, explosive, or harmful unless explicitly disclosed to us in writing beforehand.

3.5 Fragile or Valuable Goods: You must notify us in writing about any fragile or valuable items that require special handling.

3.6 Goods Left Behind or Moved in Error: You are responsible for ensuring that all Goods to be removed are correctly identified and made available for transport. If items are left behind or removed in error, we accept no liability.

4. Method of Carriage, Subcontractors, and Ancillary Services

4.1 Mode of Carriage: We reserve the right to choose the most appropriate route and means of transport for your goods.

4.2 Subcontractors: We may use subcontractors to carry out any part of the Services, but remain responsible for the quality and completion of the work.

4.3 Liability of Subcontractors and Employees: Any limitation of liability under these terms also applies to our subcontractors and employees.

4.4 Ancillary Services: We may arrange for third-party services, such as transportation by sea, rail, or air. However, we accept no liability for any loss or damage caused by these third-party providers.

5. Delivery

5.1 Authorised Recipients: We are only obliged to deliver Goods to you or a person you authorise in writing.

5.2 Failed Delivery: If we cannot deliver the Goods due to issues beyond our control (e.g., no authorised person to receive them or lack of access), we may store the Goods at your expense until re-delivery can be arranged. Additional charges may apply.

6. Storage Conditions

6.1 Inventory: We will prepare an inventory for any Goods placed in storage, and you must sign and return this within 7 days.

6.2 Contact Address: You must provide and update us with a current contact address for any communication regarding your Goods.

6.3 Price Changes: Storage charges are fixed for the first 26 weeks. After that, charges may be adjusted with 28 days' notice.

6.4 Change of Warehouse: We may move your Goods between warehouses, provided we give you at least 5 days' notice, except in emergencies.

6.5 Inspection of Goods: You may inspect your stored Goods upon giving reasonable notice.

6.6 Removal from Storage: You may request removal of your Goods from storage with at least 5 working days' notice. Shorter notice may incur additional fees.

7. Charges and Payments

7.1 Variation in Work Required: If the scope of work changes or if delays occur due to factors outside of our control, additional charges may apply.

7.2 Payment by Third Party: If a third party is responsible for payment but fails to do so within 14 days, you will be liable for the charges.

7.3 Default Charges: Payments overdue for more than 30 days may incur interest at the prevailing rate set by our bank.

7.4 Lien on Goods: We have a lien on all Goods in our possession until all amounts due are paid. After 26 weeks of non-payment, we may sell the Goods after giving 28 days' notice.

8. Loss or Damage - Private Removals and Storage

8.1 Australian Consumer Law: We provide guarantees under the Australian Consumer Law (ACL), ensuring our services are delivered with due care and skill.

8.2 Negligence: We are only liable for loss or damage to Goods caused by our negligence.

8.3 Exclusions: We are not liable for losses due to circumstances beyond our control or damages resulting from inadequate packing where we did not supply the materials.

8.4 Claims for Loss or Damage: Any claims must be made in writing within 14 days of delivery or the date when the loss was discovered.

9. Insurance

9.1 Our Insurance: We do not offer accidental insurance coverage. However, we have policies such as Public Liability, Goods in Transit, and Goods in Custody to cover major incidents caused by our negligence.

9.2 Your Insurance: You may arrange your own insurance for additional protection, and we recommend notifying your insurer prior to your move.

10. Disputes

10.1 Notification of Dispute: If a dispute arises, you must notify us in writing, and both parties agree to continue fulfilling their obligations while the dispute is resolved.

11. Governing Law

These terms are governed by the laws of New South Wales, Australia.

Terms and Conditions FAQs

What do I need to prepare for moving day?

Make sure entryways and pathways to your property are safe and clear. Let us know about any large, fragile, or high-value items that may need special handling. The full preparation guide, including parking, strata notice and the moving day checklist, is Preparing for Your Move.

Do you offer packing services?

Yes, we provide full packing and unpacking services, along with high-quality packing materials. These services are designed to protect fragile or valuable items during transit and can be customised to suit your needs.

What are my responsibilities as the customer?

To ensure a smooth move:

  • Share accurate details about your belongings, locations, and any access challenges.
  • Keep pathways clear between your property and the truck. Remove furniture or obstacles from hallways, and make sure doors can open fully.
  • Arrange parking for the moving truck. Let us know in advance if there are parking restrictions or space issues so we can prepare accordingly.
Can I cancel or reschedule the move?

You can cancel or reschedule, but fees may apply depending on the timing. Notify us as soon as possible if your plans change to minimise any additional costs.

Are there any items you won't move?

For safety and legal reasons, we cannot transport items such as firearms, explosives, corrosive substances, or hazardous chemicals. Inform us in advance if you have items that may require special consideration so we can advise on the best course of action.

Using this website

This website is operated by Owen's Removals Pty Ltd, trading as Best Removalists Newcastle, ABN 98 636 619 344, of Newcastle NSW 2300.

The content on this website is general information about our removals services. We keep it as accurate and current as we can, but services, availability and prices can change. The rates shown on our pricing page are our published rates at the time of writing; the price for your move is the one we confirm with you when you book.

Submitting the contact form or the quote request form is a request, not a booking. No job is locked in until our team has come back to you and confirmed the details, the date and the price. A quote we give you is based on the information you provide; if the move turns out to be materially different, the quote may need to change.

How we handle the information you send us through this website is covered by our Privacy Policy. The text, photographs, logo and audio on this website belong to us or are used with permission; please do not copy our content and present it as your own or use it commercially without asking us first.

Questions

Anything here you would like explained, call us on 02 4058 5810 or email info@bestremovalistsnewcastle.com.au.