Terms & Conditions

“We” means Outer Space Removals PTY LTD (ABN 79 659 172 979), and “Us” and “Our” have corresponding meanings.

“You” means the party entering into the agreement for Services with Us, and includes the party to whom Our quotation is addressed and the party by whom the acceptance is signed, and “Your” has a corresponding meaning.

“Ancillary Services” means services which are ancillary to the Services, but which We do not offer or provide, including transportation by sea, rail or air, and transportation of vehicles, trailers, caravans, boats and animals.

“Goods” means all furniture and other effects which are to be the subject of the Services.

“Services” means the whole of the work to be undertaken by Us in connection with the Goods including removal and (if applicable) storage.

“Subcontractor” means any person other than one of Our employees who, under any agreement or arrangement with Us (whether directly or indirectly) performs or agrees to perform the whole or any part of the Services.

“Third Party Provider” means any person who We have arranged to carry out any Ancillary Services.

Words in the singular include the plural, and words in one or more genders include all genders.

We are not common carriers and accept no liability as such. We reserve the right to refuse to quote for the carriage of goods for any particular person and for the carriage of any goods or classes of goods at Our discretion.

Information supplied by You

You warrant that any information which You have provided to Us and on which We have reasonably relied in assessing any quotation or estimate of the resources necessary to carry out the work is accurate.

Owner or authorised agent

You warrant that, in entering into this agreement, You are either the owner of the Goods or the authorised agent of the owner.

Presence at loading and unloading

You will ensure that You or some person on Your behalf is present when the Goods are loaded or unloaded, except if they are being unloaded into or loaded from the store.

Dangerous goods

You warrant that the Goods do not include any firearms or goods which are or may become of a dangerous, corrosive, highly combustible, explosive, damaging or noxious nature nor likely to encourage any vermin or pest unless You have disclosed to Us in writing the presence and nature of any such items prior to them being made available to Us for loading or storage. We may refuse to remove or store such items. If We discover any article or substance of this nature after the Goods have been received by Us, We may take any reasonable action, including destruction or disposal, as We may think fit without incurring any liability to You.

Fragile goods and valuable items

You will, prior to the commencement of the removal or storage, give to Us written notice of any Goods which are of a fragile or brittle nature and which are not readily apparent as such, or which comprise jewellery, precious objects, works of art, money, collections of items or precision equipment, in any case, having a value in excess of $1,000.

Stains to goods

You will, prior to the commencement of the removal or storage, give to Us written notice of any Goods which are subject to be stained and confirm that You want them to be wrapped up and extra protected. We are not responsible for possible stains that may occur during the move due to dust or dirt of a property.

Goods left behind or moved in error

You will ensure, to the best of Your ability, that all Goods to be removed (other than Goods being removed from the store) or stored are uplifted by Us and that none is taken in error.

Method of carriage

We shall be entitled to carry, or arrange for the carriage of, the Goods by any reasonable route (having regard to all the circumstances including the nature and destination of any other goods being carried on or in the conveying vehicle or container) and by any reasonable means, including, where We consider it necessary or desirable, by sea, rail or air, and for that purpose, as Your agent, to arrange for a Third Party Provider to effect such carriage by sea, rail or air.

Subcontractors

We may use a Subcontractor or Subcontractors to undertake the whole or any part of the Services, but if We do so, We will continue to be responsible to You for the performance of the Services.

Liability of subcontractors and employees

Any provisions in these conditions which limit Our liability also apply to Our Subcontractors and to Our employees and to employees of Our Subcontractors. For the purposes of this subclause, We are or are deemed to be acting as agent or trustee on behalf of each of the persons referred to, and each of them shall to that extent be deemed to be a party to this agreement.

Ancillary services

We will or may, at Your request and as Your agent, arrange to have Ancillary Services undertaken by Third Party Providers, but We accept no liability, including liability for any loss or damage, arising out of the provision of Ancillary Services.

Prior to the starting time

Our team will be completely briefed about the job with the information You provided Us. Once we have agreed on a time slot for Your move, We will give You an ETA (estimated time of arrival) during that day. The team will call or send You an SMS when they are 5 minutes from Your location, so You can be ready to show them where to park and give them a walkthrough of the job.

Starting and finishing times

• Time starts once the team arrives at the pick-up address. This means that the time taken finding parking will be included within the quote, so be sure to have this sorted.
• Time finishes when the job is completed and is charged in 15-minute increments, rounded up. For example, a job that takes 3 hours 7 minutes is charged as 3 hours 15 minutes.
• Travel: the first 30 minutes of driving from Our depot to the pick-up address, and from the drop-off address back to Our depot, are free of charge. If either address is more than 30 minutes from Our depot, a call-out fee applies, which We will tell You when We quote.
• This is not our only job for the day; we have allocated a specific time frame for this job. If You need us for the full day, the minimum payment is 5 hours. We work Monday to Saturday, and on Sundays only at Your request, at Our Sunday rate.

Safety

You will ensure that the conditions at every location are safe for our team to work. We will not be responsible for damages if there are wet floors, loose parts, broken items or unsafe places. You are free to supervise Our team and truck at any time to ensure these conditions.

Service complaints

Any complaints about the service provided must be shared during the job so we can take the due actions and solve the problem on site. We won’t accept complaints related to the service provided (too slow, care, etc.) once the job is done, because You did not give us the chance to amend the problem while it still could be solved.

We shall not be bound to deliver the Goods except to You or a person authorised in writing by You to receive the Goods. If We cannot deliver the Goods either because there is no authorised person there to receive them on Our arrival, or because We cannot gain access to the premises, or for any other reason beyond Our control, We will be entitled to unload the Goods into a warehouse, and will be entitled to charge an additional amount for storage and for the subsequent re-delivery of the Goods. If this happens, We will endeavour to contact You to ascertain whether You have any alternate instructions.

We will prepare an inventory of Goods received for storage and will ask You to sign that inventory. You will be provided with a copy of the inventory. If You sign the inventory, or do not do so and fail to object to its accuracy within 7 days of receiving it from Us, the inventory will be conclusive evidence of the Goods received by Us. The inventory will disclose only visible items and not any contents unless You ask for the contents to be listed, in which case We will be entitled to make a reasonable additional charge.

Our quote is for our minimum booking time. Don’t take this as a reference for how long the job will take. Our quote depends on the day of the job. Be aware that Our rates are higher on Fridays and Saturdays.

Payment

Once the job is completed, Our team will let us know and We will request the “release of the payment” so We can mark the job as completed. Be aware that the team won’t leave until the payment is made. We do not accept late payments. It should not take more than 5 minutes; if we go over this time, this will be added to the total price of the job.

Extra charges

• Extra time is charged in increments of 15 minutes. This means that if we go over the estimated time there will be an extra charge every 15 minutes.
• We start charging overtime after 5pm, at the hourly rate × 1.5.
• Parking tickets are not included in our quote. The client will cover any parking cost incurred during the move. We do not park illegally and can’t afford to risk a parking fine. If we get a parking fine, we will nominate the customer if they insisted on using that parking spot.
• If the customer allows and authorises illegal parking to speed up the job, the customer will be held responsible for any fines or accidents (other cars colliding, for example) while our truck is stationary.

Variation of work required and delay

If the work You ultimately require Us to do varies from the work for which a quotation or estimate has been given, or if We are prevented from or delayed in undertaking the Services or any part thereof, We will also be entitled to make a reasonable additional charge.

Alteration of dates

If a date for the performance by Us of any services is agreed upon during the quotation and acceptance or subsequently, and You require that date to be altered with less than 24 hours’ notice, We will be entitled to make a reasonable additional charge for any loss or additional expense occasioned by such alteration or unavailability.

Cancellation

Cancellations must be made with at least 24 hours’ notice. We ask for a 2-hour deposit that won’t be refunded if the client cancels with less than 24 hours’ notice. If the client has not paid a deposit, a 2-hour payment will be required if the client cancels with less than 24 hours’ notice.

Payment by third party

If You arrange with Us or instruct Us that Our charges are to be paid by a third party, and if that party does not pay the charges within 14 days of the date set for payment or, if no date is set for payment, within 14 days of the date of invoice, You agree to thereupon pay the charges.

Default charges

If amounts are outstanding from You to Us for more than 30 days, We will be entitled to charge interest at the Commonwealth Bank maximum personal overdraft interest rate for amounts not exceeding $100,000 from time to time, calculated on monthly rests.

Full payment requirement

At the conclusion of any service provided by Outer Space Removals, the client is required to pay the total amount agreed upon for the service, including any additional charges for extra services or unforeseen circumstances that were discussed and agreed upon during the course of the job. Failure to pay the full amount will be considered a breach of contract.

Breach of contract and termination of responsibility

If the client does not pay the full amount at the end of the job, Outer Space Removals will consider the contract terminated by the client. As a result, Outer Space Removals will not be responsible for any claims, damages or issues related to the service, as the client’s failure to fulfil the payment terms effectively ends the agreement between the parties.

Standard procedure following non-payment

If the client fails to settle the full balance at the completion of the service, Outer Space Removals reserves the right to follow standard procedures to recover the outstanding amount. This may include, but is not limited to:

• Sending formal reminders or invoices to the client for the outstanding balance.
• Engaging third-party debt collection services.
• Initiating legal action to recover the owed amount, including any additional legal costs, interest or fees incurred during the recovery process.

Legal action

Should legal action be required to recover unpaid amounts, Outer Space Removals will seek the full payment due, along with any legal fees, court costs and interest as permitted by law. The client acknowledges that any legal action will be taken in accordance with local laws and may result in further financial obligations for the client.

Right to withhold services

Outer Space Removals reserves the right to withhold any additional services, or cease any ongoing service, if payment terms are not fulfilled as per the contract. The client will bear responsibility for any consequences that result from delays or disruption caused by non-payment.

Australian Consumer Law

This agreement will be subject to the guarantees set out in sections 60, 61 and 62 of the Australian Consumer Law, being, in particular, a guarantee that the Services will be rendered with due care and skill, and the following conditions of this clause 10 will apply.

Negligence

We will only be liable for the proportion to which the loss or damage to the Goods is caused by or contributed to by Our negligence (including the negligence of any Subcontractor). We will not be liable for loss or damage to the Goods caused or contributed to by You or someone else that We are not responsible for at law.

Exclusions

We will not be liable for any loss or damage nor any delay which results from any cause beyond Our control, including any loss or damage occurring in the course of the provision of Ancillary Services by Third Party Providers.

Damage to goods – packaging

If the Goods sustain damage by reason of defective or inadequate packing or unpacking, and the packing or unpacking (as the case may be) was not undertaken by Us or a Subcontractor, We will not be liable.

Damage to goods – inherent risk

Certain goods (including electrical and mechanical appliances, computer equipment, scientific instruments and certain musical instruments) are inherently susceptible to suffering damage or disorder upon removal. Unless that damage or disorder results from a failure to exercise due care and skill on Our part, We will not be liable. TVs need to be in a protective box. We can wrap them and cover them with bubble wrap and blankets, but we won’t be responsible if something happens if the TV is not inside a proper TV box.

Damage to goods – furniture items

Be sure to take pictures of your property and items prior to moving (the same day or the day before), to be used as evidence in case of an incident. Items must be in the same place where our team will find them. Be aware that if we don’t have this evidence, neither We nor Our insurer will take responsibility for any damage. We are responsible for the items we move and will not respond if third parties are involved.

If We are responsible for damage to any Goods, We will act in this order: first, repair the item; second, if it cannot be repaired, replace it with an item of the same age and condition. If the damaged item was not new, We will not provide a new item. Replacements are made within 2 to 3 weeks. We are not responsible if any items are damaged due to being overweight in taxi boxes or storage.

Lost, stolen or misplaced items

We will only be liable for lost, stolen or misplaced boxes. This cap on Our liability to You does not apply if You provided Us with a completed inventory, including valuation of the contents of the box containing the Goods, prior to commencement of transit or storage and there is evidence that We failed to reasonably secure the Goods whilst in Our custody or care. We trust that You make a quick check before we leave for the drop-off to make sure nothing is left behind. It is the responsibility of the client to properly inspect the property before heading to the next location. This includes furniture, lights, doors and windows closed, plants, etc.

Notification of loss or damage

You are responsible to confirm that all of the Goods have been delivered, there are no missing items or boxes and the Goods are in acceptable condition. Any claim for loss or damage under this clause 10 is to be notified by You to Us in writing, or by telephone and later confirmed in writing, as soon as possible and within a reasonable time after the date of delivery. We will have the best chance of locating any misplaced items, or ascertaining the cause of damage, if that notification is given to Us within 24 hours. We will accept later notifications under special circumstances, and only if the client notifies us in advance that the pictures won’t be able to be taken within 24 hours.

Special items and customer’s responsibilities

To ensure the safety of your belongings and allow our team to prepare correctly, customers must inform us in advance about any items that require special handling, additional manpower or special transport conditions. This includes, but is not limited to:

• Expensive artwork
• Fragile or delicate items
• Glass furniture or mirrors
• Large vases or sculptures
• Heavy safes
• Marble or stone furniture
• Pianos or oversized items
• Any item previously delivered or moved by more than two people
• Any item requiring special packaging, lifting equipment, straps, cranes or extra protection

All fragile or valuable items must be properly packaged before transport unless a separate packing service has been arranged with our team. If special handling requirements are not disclosed prior to the move, we reserve the right to refuse transport of the item, charge additional fees, or exclude liability for damages.

Heavy, dirty or unprepared items: customers must also inform us beforehand if items are excessively heavy, difficult to access, or not properly cleaned or prepared for transport. Examples include barbecues, ovens, refrigerators or freezers, washing machines, dishwashers, electronics connected to walls or systems, gym equipment, and outdoor furniture or machinery. All appliances must be disconnected before our arrival; emptied of water, gas, food or contents; and clean and safe to handle.

Our insurance

We offer to arrange for the Goods to be insured during transit and storage. Our insurances are public liability up to $10m and goods in transit up to $200k.

Conditions report

For all removal jobs done by Us, we need a “Conditions Report” prepared by You and sent to our email before the moving date. This conditions report should include a list of all items, with clear photos of the condition of the furniture. This is mandatory, and no claims will be accepted if a conditions report was not received before the moving date. Also, if a photo is not clear or the angle does not show any damage, it will not be considered in a future claim.

Other insurance

You may, of course, arrange insurance with an insurer of Your choice.

Safe working environment

Clients (You) must ensure a safe environment for both our workers and their items to carry out the corresponding tasks. This means our team must not be harassed, threatened, discriminated against or pressured to work in a stressful environment. The property must be clear of dangerous items that could hurt our team or damage furniture whilst moving, such as loose screws or nails, broken glass, open electric circuits, etc. If these conditions are not safe, we will not be responsible for the damage of items.

Refusal of insurance

Insurance can be refused if third parties are involved, or if an item is listed under clause 10.9 (special items) and requires a specific and difficult carry system, transport or packaging out of the ordinary that needs special attention beforehand.

Notification of dispute

If You or We consider that a dispute has arisen in relation to this agreement (either during the Services or after they have been completed), written notice of the dispute will be given to the other party. Even if that notice is given, You and We must continue to perform any obligations outstanding under the agreement.

Dispute resolution

If You and We cannot resolve the dispute between Us, You are entitled to refer the dispute to the Australian Furniture Removers Association (telephone 1800 671 806), which has procedures for dispute resolution, and We, but not You, will be bound by the outcome of that referral.

Variation

The terms of these conditions cannot be varied other than by Your and Our mutual consent. Our consent can only be given by a proprietor, director, secretary or manager, and must be evidenced in writing.

Notice

Any notice to be given by Us to You may be given personally or by electronic mail.

The law which governs this agreement will be the law applicable in the place in which the agreement is made.