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Terms & Conditions- Epic Movers

Introduction:

Welcome to Epic Movers! These Terms & Conditions outline your rights and responsibilities, and ours, when you use our moving services.

When we say “You” or “Your“, we’re talking about you, the customer. When we say “We,” “Us,” or “Our,” we’re referring to Epic Movers.

We might change or update these terms, but we will share a written agreement beforehand. Please note that our liability for loss or damage is limited in certain situations beyond our control (as explained in Clause 8). We strongly recommend getting your own insurance for your belongings. We can help you upon request, but it would be a separate and independent agreement with the insurer, based on their policy terms.

Your Quote & What's Included

Our quote is an estimate for your move based on the information you’ve provided. It is an obligation-free quote and is subject to change based on further changes in requirements.

What Our Quote Usually Doesn't Include:

Unless specifically stated, the following are generally not included:

  • Insurance for your goods (see Section 2 for details).
  • Customs duties, port charges, inspection fees, or any regulatory fees, government taxes or fees.

Quote Validity & Excess Charges:

  • Your quote is valid for seven days from the date we issue it.
  • You may incur additional charges if:
  • The move doesn’t start within seven days of you accepting our quote or a pre-agreed date in the quote.
  • Our costs increase due to things outside our control, like changes in taxes, fuel prices, or freight costs.

There are delays or unexpected events that extend the time or resources needed to complete your move (e.g., waiting for keys, incorrect addresses).

You agree to pay any reasonable additional charges that arise from these situations.

Our liability for loss or damage is limited; please refer to Clause 8 for details.

Insurance

Our Standard Insurance:

We provide the following standard insurance coverage at no extra cost:

  • Public Liability Insurance: Up to $10 Million. The excess payable by you is $500.
  • Marine Insurance: Up to $10,000 per truckload. The excess payable by you is $250.

Our Standard Insurance:

If you want or require more coverage or wish to avoid paying the insurance excess, you must:

  • Agree to this in writing before your move commences
  • Pay the higher charges for our interstate removal services prior to the move.

What We Don't Do Or Move

Tasks We Don't Perform:

Unless we specifically agree in writing, our movers do not:

  • Disconnect or reconnect appliances, fixtures, fittings, or equipment.
  • Take up or lay fitted floor coverings or tiles.
  • Move items from a loft or attic unless it’s properly lit, floored, and has safe access.
  • Dismantle or assemble outdoor items like garden furniture, garages, greenhouses, play equipment, satellite dishes, etc.

Important Note: Our team of professional movers are skilled and licensed to pack and move household items. They are not licensed or qualified to perform these types of specialized tasks. We recommend hiring a qualified professional for these services.

Items We Will Not Move:

For safety and other reasons, we will not move the following items under any circumstances or situations, unless we obtain written consent from an authorized representative before the move:

  • Dangerous or Illegal Items: Prohibited or stolen goods, illegal drugs, pornographic material, anything potentially dangerous, damaging, or explosive (e.g., gas bottles, aerosols, paints, firearms).
  • Valuables: Jewellery, watches, precious stones or metals, money, deeds, securities, stamps, coins, or similar valuable collections. You should arrange separate transport for these or keep them on your person, during the move.
  • Pest Risks: Goods likely to attract pests, termites, vermin or cause any contamination. If we find such items, we will notify you and may refuse to relocate them. If we refuse, we are not liable for any consequences.

Perishable or Controlled Items: Items requiring a controlled environment or those that are perishable.

Your Responsibilities

To ensure a smooth move, it’s your responsibility to:

Before the Move:

  • Insurance: Arrange adequate insurance for your goods against all risks, as our liability is limited (see Clause 8).
  • Documents & Permissions: Obtain all necessary documents, permits, permissions, licenses, and customs documents for the move.
  • Presence: Be present present during packing, collection and delivery.
  • Accuracy: Take all reasonable steps to ensure nothing meant to be moved is left behind and nothing is taken by mistake. You have the right to inspect our vehicle if you have any doubts that all your goods have been delivered.
  • Documentation: Sign inventories, receipts, job sheets, or other documents we provide as confirmation of collection or delivery.
  • Security: Arrange proper protection for goods left in unoccupied premises or where others (like tenants or workmen) will be present.
  • Appliance Preparation: Adequately prepare and stabilize all appliances and electronic equipment before we pack them.
  • Refrigerator/Freezer: We are not liable for the contents of your freezers or refrigerators. Empty, properly defrost, and clean refrigerators and deep freezers.
  • Clean & Dry Appliances: Ensure all domestic and garden appliances (e.g., washing machines, dishwashers, lawnmowers) are clean, dry, have no residual fluid and are ready to move.

Contact Details: Provide us with the correct contact numbers and addresses during your move.

Access & Parking:

  • Inform Us of Awkward Access: It’s your responsibility to tell us about any spots that may be inaccessible or difficult to access, including but not limited to:
    • No vehicle access close to the property.
    • No available parking nearby.
    • Cramped stairways or narrow hallway conditions.
  • Parking: You are responsible for providing legal parking for our vehicle.
    • If street parking requires a permit, you must obtain it from your local council.
    • If no legal parking is available directly outside, please inform us of the closest legal spot (e.g., 50 or 100 meters away). This might increase costs but help us plan better for you.
    • Try to reserve a space or get a suspension/permit from the council if necessary.
    • Any parking fines incurred due to a lack of pre-arranged legal parking will be your responsibility and must be paid by you after completion of the move. We will not park illegally, and our driver may have to leave if legal parking isn’t provided.
  • Item Fit: It’s your responsibility to ensure that items (e.g., large sofas or dining tables) will fit into your new premises. Our removalists are not insured to remove doors or windows in such cases and may have to leave items outside. You’ll need to organize a specialist if required.
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Consequences of Not Meeting Responsibilities:

Unless caused by our negligence or breach of contract, we will not be liable for any loss, damage, costs, or additional charges that arise because you failed to meet these responsibilities.

Ownership of Your Goods

By agreeing to these terms, you guarantee that:

  • You own the goods being moved, or they are free from any legal charges.
  • You have full authority from the owner (if not yourself) to enter this agreement, and you have made the owner fully aware of these terms and conditions.

Changing or Cancelling Your Booking

Cancellation Policy:

We reserve time for your move once your booking is confirmed.

  • If you cancel your booking more than 24 hours before the job starts, there is no cancellation fee.

If you cancel within 24 hours of the job commencement, you will be charged a minimum “one-hour charge” as a cancellation fee (as quoted at the time of booking). Any deposit paid will be used against this fee.

How to Reschedule or Cancel:

You can reschedule or cancel your booking by emailing us at enquiry@epicmovers.com.au or by calling us at +61 490 795 231

Payment

  • Accepted Payments: We accept cash, all major credit cards, and company bank cheques. Cheques should be made payable to Epic Movers.
  • When to Pay: Full payment is due upon completion of the job to Epic Movers.
  • Deposits: We reserve the right to request an initial deposit to confirm your booking.

Our Liability & Guarantee for Loss or Damage

We guarantee our work for all jobs we perform, but only for tasks carried out by us or our agents. We are not responsible for tasks you, your agents or your representatives perform.

When We Are Liable (Our Negligence):

If we are responsible for damage due to our negligence, we will discuss the following options with you:

  • Repair: We will arrange to repair the damaged item to its condition before the damage occurs.
  • Replacement: If the item cannot be repaired, we will replace it for you.
  • Compensation: We may offer to compensate you for the value of the loss and damages of the goods. An independent valuer may be called to assess the value if we cannot mutually agree on a sum. Fees of the valuer to be shared by both parties. 
  • Insurance Claim: We can offer to file a claim through our complementary insurance (see Clause 2.1).

Vehicle Damage:

If your goods are damaged because our transport vehicle is damaged by flood, fire, collision, or overturning, and our insurer compensates us for your goods, you will be compensated only to the extent we are paid by our insurer for your items.

When We Are NOT Liable (Exclusions):

We will not be liable for loss or damage in the following situations:

  • Customer Actions:
    • If damage is caused by defective packing or unpacking not done by us or our agent.
    • If you or someone you’ve authorized participates in the move and causes damage.
    • If our movers warn you about inappropriate packaging or the condition of goods, and you instruct them to proceed anyway.
  • Specific Item Types & Conditions: We take extra care, but generally do not provide coverage for:
    • Televisions not packed in a suitable box, computer items or components, photocopiers, scientific instruments, musical instruments not in hard cases, architectural models, and sculptures or painting.
    • Glass/mirrors not properly packed or securely wrapped (including picture glass, tabletops, glass cabinets).
    • Stone items (like marble, granite, composite) due to their extremely fragile nature, even with extra care.
    • Furniture designed to be flat-packed and not disassembled, or furniture made of pressed wood (e.g., IKEA furniture).
    • Goods with a pre-existing defect or that are inherently defective.
    • Perishable items or those requiring a controlled environment.
    • Any items listed under Clause 3.2 (Items We Will Not Move).
  • Unpacked Items: For any goods in wardrobes, drawers, appliances, or in a package, bundle, or other container that was not both packed AND unpacked by us.
  • Electrical/Mechanical Faults: For electrical or mechanical faults to any appliance, instrument, clock, computer, or other equipment unless there is clear evidence of related external damage caused by us.
  • Natural Deterioration: Normal wear and tear, gradual deterioration, leakage, evaporation, or from perishable/unstable goods (including goods left inside furniture or appliances).
  • Pests: Moth or vermin infestation.
  • Cleaning/Repairing: Damage caused during cleaning, repairing, or restoring, unless we arranged for that work to be carried out.
  • Atmospheric Conditions: Changes caused by atmospheric conditions like dampness, mold, rusting, tarnishing, corrosion, or gradual deterioration, unless directly caused by water ingress.
  • Acts of God/Third Parties: Loss or damage caused by fire or explosion (it’s your responsibility to insure against these risks, unless you’ve specifically requested and paid for fire insurance through us).
  • After Handover: Once goods are handed over to you or your authorized agent, our liability ends (see Clause 9).
  • Unforeseeable Loss: We will not be liable for any loss or damage where: (a) there was no breach of this agreement by us or our employees/agents, or (b) such loss or damage was not a reasonably foreseeable result of any such breach.

Making a Claim: Time Limits

It’s crucial to report any damage for which we might be liable within these timeframes:

  • Visible Damage: For goods that can be fully inspected, any damage caused by our negligence must be reported before our movers leave your property.
  • Hidden Damage: For goods that cannot be fully inspected (e.g., items in packed boxes), any damage caused by our negligence must be reported within 24 hours of the completion of the move.

Delays & Unforeseen Circumstances

Our Liability for Delays:

  • Unless delays are due to our negligence or breach of contract, we are not liable for delays in transit.
  • We cannot guarantee exact arrival times. The arrival time given is an estimate, as delays can occur due to previous jobs or traffic/accidents, which are beyond our control.
  • We do not accept responsibility for any losses you incur due to unforeseen or uncontrollable delivery/pickup delays.

If We Can't Deliver Your Goods:

  • If, through no fault of ours, we are unable to deliver your goods, we will take them into storage. At this point, our agreement is considered fulfilled, and any additional services, including storage and re-delivery, will be at your expense.

Storage of Undelivered Goods

  • If your goods cannot be delivered or unloaded for reasons beyond our control (including non-payment of moving charges), we may take your goods to our storage facility without prior approval.

    • You will be responsible for paying extra storage charges.
    • Your goods will be returned to you once all outstanding charges are paid.
    • We will store your goods for a maximum of 30 days. After this period, we are entitled to dispose of the goods without further notice or intimation.
    • Any money received from such disposal will first be used to cover your outstanding charges.

Our Right to Sell or Dispose of Goods (If You Don't Pay)

  • If you owe us money for our services related to your goods, and your payment is overdue, we can, after giving you 45 days’ written notice, require you to remove your goods from our custody and pay all money due.

    If you fail to pay all outstanding amounts, we may sell or dispose of some or all of your goods without further notice.

    • The costs of selling or disposing of the goods will be charged to you.
    • Any net proceeds from the sale will be credited to your account, and any leftover amount will be paid to you without interest.
    • If the sale doesn’t cover the full amount you owe, we may pursue you to recover the remaining balance.

Other Important Details

Subcontracting:

  • We reserve the right to use subcontractors for some or all of your move. If we do, these same terms and conditions will still apply

Route & Method:

  • We have the right to choose the method and route for your move. Unless agreed otherwise in writing, other customers’ goods may share space in our vehicles or containers.

Toll Charges:

  • There will be an extra charge for any tollway usage, which you will be responsible for, unless stated otherwise in writing in your quote.

Staff Conduct / Abuse:

  • Verbal abuse or threatening behavior towards our staff will not be tolerated. If our driver is forced to leave a job due to such behavior, you will still be liable to pay the full agreed amount for the service.

Photos & Videos:

  • By using our services, you consent to and authorize Epic Movers to:

    • Take photos or videos of you when you share reviews about our company.
    • Copy or screenshot your posts from social media or any public platform where you’ve shared your views about us.
    • Use these photos, videos, or posts for advertising and promoting Epic Movers on our website, social media, or any public platform.
    • You cannot prevent us from copying or posting this content, nor can you seek a court injunction against us for doing so.
    • These photos, videos, or posts become the exclusive property of Epic Movers, and you cannot claim any rights or remuneration for their use.

Ending Our Service (Termination)

  • We have the right to decline or terminate any job if:

    • You provided incorrect information during the booking or quoting process.
    • Our movers are uncomfortable performing the job due to unacceptable customer behavior.
    • The work environment is not safe, or there are safety issues that prevent us from performing the job.

If You Don't Pay (Default)

  • You will be in default if you:

    • Fail to pay for any goods or services by the due date.
    • Otherwise breach this agreement and don’t fix the breach within seven days of notice.
    • Cancel delivery of goods or services without proper notice (see Clause 6).
    • Become bankrupt or have a trustee/receiver appointed over your property.
    • Have a judgment or order enforced against your property.

    If you are in default, Epic Movers may:

    • Enter your premises (doing what’s necessary to gain access) where our supplied goods are located, and re-take possession of any or all goods we supplied.
    • Resell the goods.
    • Terminate this agreement.
    • Sue you for any outstanding money owed.

Governing Law

  • These Terms & Conditions are governed by and interpreted in accordance with the laws of Australia. Both parties agree to the exclusive jurisdiction of the Magistrates’ Court of Canberra.

Contact Epic Movers

  • For any questions about these Terms & Conditions or our services, please contact us:

    • Email: enquiry@epicmovers.com.au
    • Phone: +61 490 795 231
    • Address: 10, Margules Crescent, Taylor, ACT-2913

    By using our services, you confirm that you have read, understood, and agree to these Terms & Conditions.