Terms of Service

1. Booking Deposits

To secure your service, a minimum 2 hours deposit is required at the time of booking. This deposit confirms your reservation, covers administrative costs, and will be deducted from the final invoice upon completion of the service.

2. Cancellations

• Up to 24 hours prior to the service: If you notify us with more than 24 hours prior to the scheduled start time, a cancellation fee of $50.00 will be applied.
• Within 24 hours of service: Cancellations made within 24 hours of the scheduled start time will result in forfeiture of the deposit.
• After dispatch or commencement: If our team has already been dispatched or the service has commenced, no refunds will be provided.

This policy allows us to manage crew scheduling, vehicle allocation, and client commitments fairly.

3. Rescheduling

If your plans change, we will make every reasonable effort to reschedule your service to a new date and time that is convenient for you. Rescheduling is subject to availability and may incur additional charges if significant adjustments are required.

4. Refunds

Refunds are generally not issued once a service has commenced. However, under the ACL, if we fail to provide the service as agreed or if there is a major failure, you may be entitled to an appropriate remedy, which could include:

• Re-performance of the service at no extra cost.
• A partial refund proportionate to the service not delivered.
• A full refund where the service cannot be reasonably remedied.

5. Client Responsibilities

To avoid disputes, clients are responsible for:

• Providing accurate booking information.
• Ensuring access, parking, and permits are available.
• Notifying us promptly of any changes or cancellations.

Failure to provide accurate information may affect eligibility for refunds or rescheduling.

6. Our Commitment

MoverX Solutions is committed to acting fairly and in good faith. While deposits are non-refundable, we will always work with you to find practical solutions, including rescheduling or applying credit towards future services where reasonable.

1. Bookings and Deposits

All bookings must be made with accurate information about the service requested, including addresses, access details, and items to be transported or stored. To confirm a booking, a minimum 2 hours deposit is required. This deposit secures your time slot, resources, and vehicles, and will be deducted from the final invoice. Without this deposit, bookings remain provisional and are not guaranteed.

2. Cancellations and Rescheduling

We understand that plans can change. If you need to reschedule your service, we will make every effort to accommodate your request without penalty.

• Cancellations within 24 hours of the scheduled start time will forfeit the deposit.
• If the crew has already been dispatched or work has commenced, no refunds will be available.

This policy reflects the operational costs incurred when resources are allocated and last-minute changes occur.

3. Scope of Services

MoverX Solutions provides:

• Residential and commercial relocations (local and interstate from Melbourne to Sydney, Canberra, and Adelaide).
• Storage solutions for short and long-term needs.
• Delivery services, 3PL, and fulfilment for business logistics.
• Packing and unpacking services (minimum hourly charges apply).

We do not disconnect or reinstall electrical appliances, nor do we handle items deemed unsafe by our team. Hazardous goods and illegal items are strictly prohibited.

4. Client Responsibilities

Clients are required to:

• Provide safe access to properties (stairs, lifts, parking).
• Arrange all necessary permits for parking or building access.
• Clearly identify fragile or high-value items before the move.
• Ensure goods are appropriately packed if professional packing has not been booked.

MoverX Solutions reserves the right to refuse service if conditions present risks to staff safety or breach legal requirements.

5. Payment Terms

Full payment is due upon completion of the service. Accepted payment methods are cash, Visa, MasterCard, and American Express. Please note that a 2% surcharge applies to card transactions. Failure to settle payments promptly may incur additional storage or redelivery charges.

6. Liability and Damages

While every precaution is taken to protect your belongings, accidents may occur.

• Claims for loss or damage must be reported on the same day of the service.
• Our liability is limited to repair, replacement, or compensation at our discretion, in line with industry standards and the ACL.
• We are not liable for pre-existing damage, improper packaging, or items not disclosed prior to the move.

7. Insurance

We strongly recommend that clients arrange their own comprehensive insurance to cover goods in transit or storage. MoverX Solutions can provide guidance on suitable insurers, but ultimate responsibility lies with the client.

8. Storage Terms

When utilising our storage solutions, clients are responsible for ensuring furniture and goods are adequately protected. Additional charges apply for protective materials supplied by MoverX. Access to stored goods must be arranged with prior notice.

9. Governing Law

These Terms & Conditions are governed by the laws of Victoria, Australia and comply with the Australian Consumer Law. By booking our services, you acknowledge and agree to these terms in full.