Terms of Service
Last updated: 31 July 2026
These terms apply to removal, packing and related services provided by House Removalists Melbourne (“we”, “us”, “our”) to you (“you”, “the customer”). Please read them before confirming a booking.
1. Quotes and how we charge
- We charge by the hour, in half-hour increments, rather than by fixed quote. You pay for the time actually worked.
- Charging is door to door: time runs from when the crew arrives at the pick-up address until the job is complete at the delivery address.
- All rates quoted are inclusive of GST.
- Prices shown on our website and in advertising are starting prices. The actual cost depends on hours worked, the volume of goods, access at both addresses, and travel distance.
- There is no fuel or depot charge within a 5 km radius of the Melbourne CBD. Beyond that radius a single one-off travel charge applies, which we will tell you before you book.
- Additional removalists are charged at $68 per hour. Adding crew often reduces the total cost by shortening the job.
- Any estimate of duration is a good-faith estimate based on the information you give us. It is not a fixed price, and it may change if the actual volume, access or conditions differ from what was described.
2. Service area
We provide local moves only — Melbourne metropolitan suburbs and regional Victoria, including Geelong and Ballarat. We do not provide interstate removals.
3. Bookings
- A booking is confirmed when we have agreed the date, address details and rate with you, and you have accepted.
- We recommend booking at least two weeks ahead for your preferred date. Last-minute bookings are accepted subject to crew and truck availability.
- You must give us accurate details of the goods to be moved and the access at both addresses. If conditions on the day differ materially from what you described, the job may take longer, cost more, or in some cases not be able to proceed with the truck and crew booked.
4. Cancellations and changes
- Any notice period or cancellation charge that applies to your booking is confirmed with you in writing at the time you book.
- Please tell us as early as possible if your date changes. We will do our best to move your booking to a new date subject to availability.
- If we have to cancel or reschedule (for example due to vehicle breakdown, illness, or unsafe conditions), we will contact you as soon as possible, offer the earliest alternative date available, and refund any amount you have already paid if you choose not to proceed.
5. Payment
- Payment is due on completion of the move unless we have agreed otherwise in writing.
- Accepted payment methods are confirmed with you when your booking is arranged.
- Where a different rate applies to a weekend or public holiday, we tell you the applicable rate before you book. We do not apply a surcharge you have not been told about.
6. Your responsibilities
To keep your move safe and on time, you agree to:
- have all cartons packed, sealed and labelled before the crew arrives, unless you have booked our packing service;
- arrange lawful parking or a loading zone as close as practicable to both addresses, and book any lift or loading dock where a building requires it;
- keep access paths clear and safe, and tell us in advance about stairs, steep driveways, restricted access or anything that may affect the job;
- keep cash, jewellery, passports, documents, medication and other valuables and essentials with you rather than in the truck;
- tell us before the move about any item that is unusually heavy, fragile, or of high value (for example a piano, safe, artwork or antique) so the crew can plan for it;
- disconnect and make safe all appliances, gas and water connections before the move; and
- be present, or nominate an adult to be present, at both addresses, or otherwise be reachable by phone throughout the move.
If waiting time is caused by circumstances outside our control — for example parking that has not been arranged, a lift that has not been booked, keys not being available, or packing that is not finished — that time is chargeable at the agreed hourly rate.
7. Items we cannot move
For safety and legal reasons we cannot transport:
- flammable, explosive, corrosive or otherwise dangerous goods, including gas bottles, fuel, paint, solvents, fireworks and ammunition;
- illegal items or substances;
- live animals, plants that breach quarantine requirements, or perishable food that may spoil or leak; and
- cash, jewellery, securities or similar high-value small items, which you should carry yourself.
We may decline to move an item where doing so would be unsafe for our crew, or would risk damage to the item, the property or the vehicle. Where we can, we will tell you before the day.
8. Insurance and liability
- We hold $5,000,000 public liability insurance and $200,000 goods-in-transit insurance.
- No excess is payable by you on a damage claim under our transit cover.
- Our cover does not extend to goods you packed yourself where the damage results from inadequate packing, to inherent defects or pre-existing damage, to mechanical or electrical failure with no external sign of impact, or to items we advised against moving where you asked us to proceed anyway.
- Cover limits, exclusions and conditions are set by the policy in force at the time of your move. We will provide the current policy details on request.
- We are not liable for indirect or consequential loss — for example lost income, or costs arising from a delayed settlement or lease handover — except to the extent the law does not allow us to exclude it.
9. Damage claims
- Please point out any damage to the crew on the day, before they leave, and note it on the job paperwork where possible.
- Notify us in writing within 7 days of the move, with photographs and a description of the item and the damage.
- Keep the item and its packaging available for inspection until the claim is resolved.
- We will acknowledge your claim, investigate it, and keep you informed of the outcome and of any assessment by our insurer.
10. Delays and events outside our control
We plan carefully and aim to arrive on time. We are not liable for delay caused by events outside our reasonable control, including traffic incidents, extreme weather, road closures, vehicle breakdown, or delays caused by a third party such as a building manager, agent or another party to your property transaction. If a delay occurs we will contact you promptly and work with you on the best available solution.
11. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits or excludes those rights. Where the law permits us to limit our liability, our liability is limited to supplying the services again or paying the cost of having them supplied again.
12. Privacy
We handle your personal information in accordance with our Privacy Policy.
13. Governing law
These terms are governed by the laws of the State of Victoria, Australia, and the courts of Victoria have jurisdiction over any dispute.
14. Changes to these terms
We may update these terms from time to time. The version published at this address at the time you make your booking is the version that applies to your move.
15. Contact
House Removalists Melbourne · 474 Bay Street, Port Melbourne VIC 3207
Phone (03) 9636 3364 · Email moveme@moveonremovals.com.au
Office hours: Monday to Friday 8:30am–5:30pm, Saturday 9:30am–1:30pm.