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Terms and Conditions

Version 1.0 | Effective 24 September 2026

Jump to the full Terms and Conditions (Part B)

Part A — Quick Guide

This quick guide explains the key points in plain English. It is here to help you understand your move — it doesn’t replace or override anything. Part B, the full Terms and Conditions, is what legally applies to your booking.

What does the price include, and can it change?

Your quote — hourly or fixed — is based on the scope and inventory you gave us. If extra items or extra work come up on the day that weren’t part of that, additional charges may apply, and a fixed price only holds for the scope it was quoted against. Extra charges can also apply for long carry distances, difficult access (stairs, steep driveways), oversized or specialty items, tolls, and disposal. On an hourly rate, time is billed in 15-minute increments, with any part of an increment — even 1 minute — charged as a full 15 minutes, and if your move takes longer than expected you’ll be billed for the extra time. We can’t guarantee a fixed finish time, since every move is different.

Do I need to pack my own boxes?

Yes, unless you’ve booked our packing service. You (or someone you nominate) also need to be at both ends of the move to walk through with our team before and after — this matters, because it’s how any issues get caught on the day.

Can I cancel or reschedule?

Cancelling within 48 hours of your move incurs a fee of 25% of your quoted value, or 2 hours at your applicable rate — whichever is greater. Rescheduling within 48 hours is subject to availability and incurs a fee of 2 hours at your applicable rate.

What if something gets damaged?

Tell us within 48 hours — the sooner, the better. Minor scuffs are usually fixed on the spot. For anything more serious caused by our handling, we repair it or settle in cash ourselves, valued against the item caps in clause 10 — this is a direct commitment from us, not an insurance claim. We only involve our insurer for the specific truck-related events (fire, theft, flood, accident) described in clause 9. Full detail is in clause 11.

What does your cover extend to, and do I need my own insurance?

Here’s what we stand behind directly, ourselves: for everyday handling — loading, carrying, unloading — we personally commit to the caps set out in clause 10, repair or cash settlement, no insurer involved. On top of that, we carry genuine Goods in Transit insurance for fire, theft, flood or a vehicle accident while your goods are on our truck, as well as Public Liability insurance and WorkCover. We’re not licensed to sell or arrange insurance ourselves — that requires an Australian Financial Services Licence, which we don’t hold — so for anything beyond what’s above, particularly high-value or excluded items (clause 10.3), please arrange your own cover. Ask us for a current Certificate of Currency if you’d like to see our policy details.

What’s not covered?

Some categories carry real risk regardless of how carefully they’re handled — flat-pack furniture that needs disassembly (IKEA-style), marble and stone, electrical goods with no visible external damage, items you packed yourself, and a few others listed in full in clause 10.3. Also worth knowing: our liability caps in clause 10 apply per item no matter what that item is actually worth, so for anything valuable — over $1,000, say — the gap between the cap and its real value is your risk unless you’ve arranged your own insurance. Let us know about high-value, antique, or specialty items before the move.

What items won’t you move?

Hazardous, flammable or illegal items, gas bottles (unless empty), and anything perishable. High-value items like cash, jewellery or important documents need to be declared and agreed in advance, or you’ll need to transport them yourself.

What if I’m not there on the day?

You need to be present, or have an authorised adult representative there, for the whole move — including both walkthroughs. If no one is available to catch an issue on the day, it becomes very hard for us to resolve a claim about it afterwards.

What happens if my settlement falls through, or you can’t deliver on the day?

Please plan ahead if your move depends on something else completing on the day — like a property settlement, key collection, or building access — and let us know in advance. Where arranged with us ahead of time and subject to availability, we can offer short-term containerised storage, currently from $750 per vehicle, per night, on top of the time already charged. Storage isn’t guaranteed on short notice, so where possible also arrange a fallback delivery address or your own storage just in case. Full detail is in clause 7.

What if we disagree about something?

Call or email us first — most things get sorted directly. If we can’t resolve it between us, clause 16 sets out mediation and, for smaller claims, the Queensland Civil and Administrative Tribunal (QCAT) as the next step.

Where do I find the full legal terms?

Part B, below, is the complete Terms and Conditions that apply to your booking. If anything in this guide and Part B ever seem to differ, Part B governs.

Part B — Terms and Conditions

These Terms and Conditions (“Terms”) apply to all removal, packing and related services provided by Relocation Rangers (“we”, “us”, “our”). By booking or accepting our services, the customer (“you”, “your”) agrees to be bound by these Terms.

1. Definitions

2. We Are Not a Common Carrier

We are not a common carrier and accept no liability as a common carrier. We may, at our discretion, decline to quote for or accept the carriage of goods for any particular person, or of any goods or class of goods.

3. Your Obligations and Warranties

3.1 Accuracy of Information

Any information you provide us, which we reasonably rely on to prepare a quote or estimate, must be accurate.

3.2 Ownership or Authorised Agent

You warrant that you are either the owner of the Goods or the authorised agent of the owner, and are entitled to enter into this agreement in respect of them.

3.3 Presence at Pickup and Delivery

You, or a nominated adult representative, must be present for the entire move, including at pickup to confirm everything to be moved is loaded, and at delivery to confirm everything has been unloaded and to sign off on completion. This applies even where the Goods or property belong to someone else. If neither you nor your representative is present, or an issue is not identified and raised with our team on the day, you will not be able to make a claim under clause 11.

3.4 Dangerous and Prohibited Goods

You must not include, and must disclose to us in writing before the move, any goods that are dangerous, flammable, explosive, corrosive, illegal, hazardous or likely to attract vermin or pests. We may refuse to move any such item. If we discover an undisclosed item of this nature, we may refuse to carry it, or take any reasonable action including its disposal, without liability to you. You remain responsible for any fines or penalties arising from a failure to disclose such items.

3.5 Fragile and High-Value Items

You must notify us in writing, before the move begins, of any items that are fragile, of high value (over $1,000), or otherwise require special handling — including jewellery, artwork, collectables, or precision equipment — so we can take appropriate care or discuss additional insurance. If you do not declare a fragile item and that non-disclosure means we were not aware special handling was needed, our liability for damage to it may be limited or excluded. For an undeclared item worth more than $1,000, our liability is limited to the applicable cap in clause 10.1 regardless of the item’s actual value.

3.6 Preparing Items for Transport

Unless you have booked our packing service, you are responsible for securely packing all loose items into boxes before our team arrives, and for ensuring items are otherwise ready for transport (including any disassembly not organised with us in advance).

4. Services We Provide

4.1 Our Services

4.2 Items We Will Not Move

4.3 Disassembly and Reassembly

Our teams can dismantle and reassemble standard beds and furniture using standard hand tools. Any assembled furniture will be reviewed with you before our team leaves — please raise workmanship issues at that time. We are not responsible for issues arising after our team departs, including from improper use, pre-existing condition, or missing components not supplied by us.

5. Booking, Pricing and Payment

5.1 Charges

Services are charged at the agreed hourly or fixed rate, subject to a minimum call-out. Where charged hourly, time is billed in 15-minute increments, with any part of a 15-minute increment — even 1 minute — charged as a full increment. Where we provide a fixed price, it is based on the scope of work and inventory you gave us at the time of quoting. If the actual items, access, or scope of work differs from that — including additional items or work not disclosed when we quoted — we may charge a reasonable additional amount to reflect the difference. Additional charges may also apply for long carry distances, difficult access (stairs, steep driveways, etc.), oversized or specialty items (e.g. pianos, pool tables), tolls, and disposal fees. Any parking infringements incurred during the move, where the parking arrangement was directed by you, are payable by you.

5.2 Payment

Full payment is due on completion of the Services unless otherwise agreed with us in writing. If a third party is arranged to pay on your behalf and does not do so within 14 days of the due date, you agree to pay the charges yourself.

5.3 Cancellations and Rescheduling

5.4 Late Payment

Amounts outstanding for more than 30 days may attract interest at a commercial overdraft rate, calculated monthly, and we may take the steps set out in clause 12.

6. Access, Delays and Timeframes

We aim to meet agreed timeframes and arrival windows, but we do not guarantee a fixed completion time, and we are not responsible for delays caused by traffic, weather, or other events beyond our reasonable control. We do not offer compensation for such delays. Where a delay is caused by lack of access, incomplete packing, or you not being ready, we may charge for the additional time at the applicable rate.

7. Storage and Failed Settlements

This clause explains our approach to storage, including short-term containerised storage we can arrange by prior arrangement, and what happens if delivery cannot go ahead as planned, such as where a property settlement does not complete on time.

7.1 Storage — By Arrangement Only

We can arrange short-term containerised storage for your Goods, but only where this has been coordinated with us in advance. Storage is subject to availability and is not guaranteed on short notice — please raise your storage needs with us as early as possible, ideally at the time of booking. We are not a general long-term storage provider; for storage needs beyond a short-term or interim period, please discuss your requirements with us and we will confirm whether we can accommodate them.

7.2 Settlement and Access-Dependent Moves

If your move depends on a property settlement, key collection, or other event completing on the day, you must tell us in advance so we can plan for the possibility of delay. Time spent waiting for settlement, keys, or access to be confirmed is charged at the applicable rate under clause 5.1, in the same way as any other delay under clause 6.

7.3 If We Cannot Deliver on the Day

We will only deliver the Goods to you or to a person you have authorised in writing to receive them. If we are unable to deliver the Goods on the day of your move — for example because settlement has not completed, access is refused, or no authorised person is available to receive them — you must provide us with alternative delivery instructions as soon as possible. Where arranged with us in advance and subject to availability, we may be able to offer interim containerised storage under clause 7.4, but this is not guaranteed, so we still recommend arranging a fallback delivery address or your own storage in advance for exactly this situation, particularly for a settlement-dependent move.

7.4 Overnight and Interim Storage Fees

Where storage is arranged with us, Goods are held in a storage container rather than on our vehicle. Our current rate for overnight storage starts from $750 per vehicle (i.e. per truckload of Goods placed into storage), per night, in addition to the time already charged under clause 5.1. The exact fee will depend on the storage arranged and will be confirmed with you at the time; this rate may change from time to time. Storage remains subject to availability, and Goods held in storage remain at your risk. Our Goods in Transit insurance (clause 9.1) covers Goods only while they are being carried on our vehicle and does not extend to any period in storage. If you need your Goods insured while in storage, please arrange your own cover — see clause 9.6.

7.5 Third-Party Storage

Where you ask us to arrange storage with a third-party storage provider, we do so only as your agent. Clause 8 (Subcontractors and Third-Party Providers) applies, and we accept no liability for that provider’s acts or omissions, including for loss or damage to Goods once they are in that provider’s care.

8. Subcontractors and Third-Party Providers

We may engage a Subcontractor to perform all or part of the Services, but we remain responsible to you for the Services as a whole. Any limitation of our liability in these Terms also applies to our Subcontractors and employees, and to the employees of our Subcontractors, each of whom we hold the benefit of this clause on trust for. Where, at your request, we arrange a third party to provide services we do not ourselves offer (for example, specialised transport), we do so as your agent and accept no liability for that third party’s acts or omissions.

9. Insurance and Our Direct Liability

This clause sets out what our liability to you extends to, and how it is backed. We commit directly and personally to the caps in clause 10 for everyday handling, and we carry genuine third-party insurance for the specific truck-related events in clause 9.1. We do not hold an Australian Financial Services Licence (AFSL) and are not authorised to sell, arrange or provide insurance — so we cannot offer, and are not attempting to offer, insurance of that nature ourselves. Clause 9.6 explains how to arrange your own cover, and clause 11 explains how a claim is actually resolved under each part of this clause.

9.1 Goods in Transit Insurance (“Transit Events”)

We hold Goods in Transit insurance, which responds only where loss or damage to Goods arises from fire, theft, flood, or the vehicle carrying them being involved in an accident, while those Goods are on our truck (a “Transit Event”). It does not cover damage arising from ordinary loading, unloading, carrying or handling — that is dealt with directly under clause 10 and clause 11, not through this policy. A current Certificate of Currency is available on request.

9.2 Our Direct Liability for Handling

Loss or damage that happens during loading, unloading, carrying, or general handling (i.e. anything that is not a Transit Event) is our direct responsibility, resolved by us personally under clause 10 and clause 11 — it is not something we ask our insurer to pay, and we do not encourage or expect claims to be made against our Goods in Transit policy for this kind of damage.

9.3 Public Liability and WorkCover

We also hold Public Liability insurance, covering injury or property damage arising from our work at your premises, and WorkCover for our employees.

9.4 Connecting and Disconnecting Appliances

At your request, we may disconnect, reconnect or move appliances that are connected to your electrical, water or gas supply — for example washing machines, dishwashers, fridges with a water line, or wall-mounted TVs and other electrical fittings. We are not licensed plumbers, electricians or gasfitters, and we carry out this work only as a courtesy, at your request and your risk. You must ensure the relevant water, gas or electrical supply is safely isolated before we begin, and you may ask us not to perform this work and arrange a licensed tradesperson instead. Your right to claim for any loss or damage arising from this work — including flooding, water damage, electrical damage, or damage to the appliance or your property — is waived, except where that loss or damage results from our failure to exercise due care and skill.

9.5 What Is Not Covered

Neither our insurance nor our direct liability under clause 10 covers the exclusions listed in clause 10.3, or work covered by clause 9.4.

9.6 Your Own Insurance

As set out in clause 9, we don’t hold an AFSL and aren’t authorised to sell, arrange or provide insurance, so we can’t offer comprehensive cover for your move ourselves. Because our own liability for handling damage is capped under clause 10 regardless of an item’s actual value, and our Goods in Transit insurance only responds to the Transit Events described in clause 9.1, we strongly recommend you arrange your own insurance for anything of significant value, particularly items excluded under clause 10.3 or anything you have declared under clause 3.5. Check first whether your home and contents policy already covers your move.

10. Limitation of Liability

We are only liable for loss or damage to the Goods to the extent it is caused by our failure to exercise due care and skill. We are not liable for loss or damage caused or contributed to by you, or by someone we are not responsible for at law, and the caps below apply regardless of the Goods’ actual value.

10.1 Private and Consumer Moves

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law that cannot lawfully be excluded. Subject to that, where you have not arranged additional insurance and an item was not packed by us, our liability for damage to a furniture item is limited to $500 per item or the cost of repair, whichever is less, and our liability for a lost, stolen or misplaced item or box is limited to $200. These caps do not apply, and our liability is not otherwise limited, where the loss or damage results from our failure to exercise due care and skill. Where we prepack a box for you, our liability for that box is limited to $200, subject to the same due care and skill carve-out.

10.2 Commercial Moves

Where the Services are provided for the purposes of a business, trade, profession or occupation you are engaged in, our liability is limited to $100 per item or package, or $1,000 in total for all Goods moved under the relevant booking, whichever is less.

10.3 Exclusions from Liability

We are not liable for loss or damage to:

10.4 Boxes You Have Packed

Where a box has been packed by you rather than by us:

11. Damage and Loss — How We Resolve It

11.1 Reporting Window

Inspect the Goods at delivery and tell us about any concern as soon as possible, and in any event within 48 hours of your move. Leave any damaged item untouched and contact us on (07) 3472 7573 or luke@relocationrangers.com.au with a description, photos, and a copy of your invoice. A claim reported outside the 48-hour window will be refused, except where you can show it was not reasonably possible to identify or report the issue within that time.

11.2 Minor Cosmetic Damage

Light scuffs or surface marks are usually resolved on the spot — for example using furniture pens or polish for timber, or gentle cleaning for whitegoods or walls.

11.3 Moderate, Repairable Damage (Our Handling)

We will offer a professional repair at our expense, or, if you prefer, a cash settlement valued against the applicable cap in clause 10.1 or 10.2. We reserve the right to select the repairer, and are not liable for the cost of any repair we have not pre-approved. Any cash settlement or replacement is on a like-for-like basis, not new-for-old. Where damage affects one item of a pair, set or suite, compensation is limited to the affected item. This is our direct commitment to you, not an insurance claim, and it applies regardless of the item’s actual value — see clause 9.6 if the item is worth more than the applicable cap.

11.4 Major Damage or Loss (Our Handling)

Where an item is damaged beyond reasonable repair by our handling, we will settle directly with you in cash, valued against the applicable cap in clause 10.1 or 10.2. We do not lodge or pursue claims against our own insurance for handling damage of this kind, and the cap is the full extent of our liability unless the due-care-and-skill carve-out in clause 10.1 applies.

11.5 Transit Events (Fire, Theft, Flood, Vehicle Accident)

Where loss or damage arises from a Transit Event as defined in clause 9.1, we will lodge a claim under our Goods in Transit insurance and assist you through that process, subject to the policy’s terms, the exclusions in clause 10.3, and any excess.

11.6 Notification Requirements

Any estimate of the value of your Goods that you provide to us, whether for insurance purposes or otherwise, will be treated as evidence of their value at the time of loss or damage for the purposes of any claim.

12. Goods Held for Non-Payment

If any amount is owing to us for Services provided, we may retain possession of the Goods until it is paid (a lien). If the amount remains unpaid 14 days after we give you written notice of our intention to do so, we may sell the Goods by public auction or a comparable online sale process, and apply the proceeds towards the amount owing, with any surplus returned to you.

13. Weather and Environmental Conditions

We take reasonable precautions in poor weather, but we are not liable for damage caused by rain, mud or weather exposure, and we may delay or reschedule a move where conditions are unsafe.

14. Disposal of Unwanted Items

Disposal services must be pre-arranged and may incur additional charges. We are not responsible for items left behind unless you have directed us in writing to remove them.

15. Variation of These Terms

We may update these Terms from time to time, with the current version available on our website; however, the Terms that applied at the time you accepted your booking will continue to govern that booking. Any variation to an existing booking is only effective if confirmed in writing by an owner or manager of Relocation Rangers — a variation cannot be agreed verbally, or by a member of our moving team on the day.

16. Dispute Resolution

If a dispute arises, please contact us directly first on (07) 3472 7573 or luke@relocationrangers.com.au so we can try to resolve it. If we cannot agree, either party may refer the dispute to mediation (for example, through the Resolution Institute) or, for claims within the applicable limit, to the Queensland Civil and Administrative Tribunal (QCAT). Nothing in this clause prevents either party from seeking urgent relief from a court.

17. General

17.1 Notices

Any notice under these Terms may be given personally, by post to your last known address, or by email.

17.2 Severability

If any part of these Terms is found to be invalid or unenforceable, the remainder continues to apply.

17.3 Governing Law

These Terms are governed by the laws of Queensland, Australia, and the parties submit to the jurisdiction of its courts and tribunals.

17.4 Entire Agreement

These Terms, together with your confirmed booking, form the entire agreement between us in relation to the Services and replace any prior discussions or representations about them.

Acknowledgment of Terms

By booking and accepting our Services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

Questions about these terms? Call (07) 3472 7573 or email luke@relocationrangers.com.au. See also our Privacy Policy.

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