Instamove Terms & Conditions

“We”, “us”, “our” and “Instamove” mean Instamove Pty Ltd, ABN 46 657 660 065.

For bookings, changes and cancellations:

• Phone: 1300 988 114
• SMS: 0483 982 513
• Email: admin@instamove.com.au

For complaints and damage claims:

• Phone: 1300 988 114 — ask for Support
• Email: support@instamove.com.au

Our postal address is:

Instamove Pty Ltd
PO Box 1081
Mitcham North VIC 3132

The person making the booking is responsible for the booking, payment and providing accurate instructions, unless we agree to a different payment arrangement under clause 1.3.

If you book on someone else’s behalf, you must have authority to arrange the work and give instructions about the goods and properties involved.

If an agency, employer or another organisation will pay for the move, tell us before booking. We need the organisation’s details, its billing requirements and a contact who can authorise payment.

Our Accounts team can liaise with the organisation to confirm the arrangement. A different payment deadline applies only where we have agreed to it.

If you do not tell us that an agency or organisation will pay, you remain responsible for payment.

Our agreement consists of your accepted quote, these terms and any specific changes or exceptions we agree with you.

An expressly agreed exception applies to the matter it addresses. The remaining terms continue to apply.

You accept these terms when you make a booking by phone, in writing or through our website. We make the terms available before you book.

Where a deposit is required, your booking is confirmed once it is paid. Otherwise, confirmation occurs when we issue your booking confirmation SMS/email.

Local moves are generally charged by the hour. Interstate moves are generally priced using reserved volume and include separate loading and unloading time allowances.

Whether a move crosses a state border does not, by itself, determine its service type. Your quote identifies the service you are booking and how it is charged. An Interstate booking may also include separately quoted hourly services, such as packing.

Local service levels are Basic, Premium and Elite. Premium is our standard offering unless your quote specifies another service level.

Long Haul services are offered as backloads or exclusive loads.

Your quote identifies your service level. The materials, services and additional damage guarantees available at each level are explained in sections 7 and 11.

We may use our own crews or independent removalist partners to perform the work.

Your contract is with Instamove. Contact us about booking issues, service concerns or claims, and we will liaise with the relevant crew or partner.

WE ARE NOT COMMON CARRIERS AND ACCEPT NO LIABILITY AS SUCH.

We provide the services we agree to undertake, subject to available capacity, the scope of your booking and our safety requirements.

Nothing in these terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, restricted or modified.

References to exclusions and limits under our additional damage guarantee describe that guarantee. They do not, by themselves, determine whether you have another right or remedy under Australian Consumer Law.

A business day is Monday to Friday, excluding public holidays at the pickup location.

Where these terms refer to local time, we use the local time at the pickup address.

Our cancellation hours apply every day, including weekends and public holidays, as explained in clause 4.1.

You must give us accurate information about:

• The goods to be moved, including the quantity and size of items and boxes.
• Pickup, delivery and any additional addresses.
• Stairs, lifts, parking, walking distances and other access conditions.
• Large, heavy, fragile, valuable or unusual items.
• Packing, assembly or other assistance you need.
• Required collection or delivery times, including settlements and lift bookings.
• Anything else likely to affect the time, vehicle, crew or equipment required.

Tell us promptly if this information changes.

We use inventories, photographs, videos, descriptions and other information you provide to estimate volume, working time and resources.

An inventory is a planning tool. We do not ordinarily check off each item as it goes onto or comes off the truck.

Estimates are less reliable where information is incomplete or where photographs, videos or a detailed inventory have not been provided. Updating the information before your move helps us plan more accurately.

Check your booking confirmation and tell us promptly about any error or missing information, including addresses, dates, service level, inventory, access and agreed arrangements.

Where a deposit is required, availability may change until it is paid. If no deposit is required, our booking confirmation confirms the arrangements.

For a backload, confirmation reserves the agreed service within the collection window. It does not promise a particular collection date or time unless we have expressly agreed to one.

You may nominate someone to attend the move and give instructions on your behalf. Tell us who they are and any limits on their authority.

Subject to those limits, we may rely on their instructions and verbal approval of changes or additional work.

Nominating someone does not transfer your payment responsibility. If we cannot find an authorised person to arrange payment, we will contact the booker.

Your deposit forms part of the total price of the move. It is not an additional charge.

Cancellation and refund arrangements are explained in section 4. The specific backload capacity-shortfall remedies are in clause 9.9.

We record our calls. Where there is a dispute about booking details, instructions or something promised during a call, we’ll review the relevant recording where available, alongside the quote, messages and other information.

Unless your quote expressly states that a service has a fixed price, an estimated time or price range is not a fixed-price commitment.

The final hourly charge is based on chargeable working time, the applicable minimum and rounding, and the agreed hourly rate. A job taking longer than estimated does not, by itself, change that hourly rate.

Changes to crew size, equipment or service requirements may involve different rates, which we will explain before you agree to the change.

Working time begins when the crew arrives at the first pickup address. We will endeavour to make contact upon first arrival; however, it’s important to note that billing starts from the time the truck arrives. It continues until the agreed work is complete, the vehicles and equipment are packed up and payment is processed.

Working time includes travel between the addresses on your job and time spent waiting because access, instructions, goods or an authorised person are not available.

Payment-related delays are addressed in clause 10.7.

We deduct crew breaks, refuelling time where travel between locations is less than one hour and interruptions caused by faults with our truck or equipment.

We do not charge for time spent correcting our own billing errors.

Local moves have a minimum charge of two hours of working time.

After applying any deductions, we round the total chargeable working time up to the next 30-minute increment. For example, two hours and 15 minutes is billed as two and a half hours.

The separate travel charge is added to the working-time charge.

Local moves include a fixed travel charge for getting to and from your job. Unless your quote says otherwise, this is 60 minutes at your booked hourly rate: 30 minutes to the job and 30 minutes back.

Longer-distance jobs may have a higher travel charge, which will be shown in your quote. This is a fixed allowance, rather than a measurement of the crew’s actual travel time to and from your job.

Travel between your pickup and delivery addresses forms part of working time and is separate from this charge.

A fixed price applies to the work, volume, access conditions and allowances described in the quote.

Additional goods, changed access, extra services or work outside the quoted scope may result in additional charges. We will explain the options and charges before you agree to additional work.

Interstate volume and time allowances are explained in section 9.

Tolls incurred during your move are payable at cost. Truck tolls may be higher than car tolls.

Other applicable charges must be shown in your quote or explained and agreed as additional work arises. Parking charges and infringements are addressed in clause 5.3.

Our crews will often and at their discretion seek to avoid toll roads.

Only one voucher or promotional discount code may be applied per booking, including bookings containing more than one service.

Vouchers, promotional codes and specials do not apply on Sundays or public holidays.

We will work efficiently while taking appropriate care of your belongings.

If an hourly job takes longer than estimated, the actual chargeable time remains payable unless we agree to an adjustment.

Give cancellation or change notices by phone, SMS or email using the booking contact details in clause 1.1.

Our cancellation hours are 7:30 am–9:00 pm every day, using the local time at your pickup address.

A notice received outside those hours will be treated as received when cancellation hours next begin. Sending a message outside those hours does not necessarily make the cancellation timely.

If you cancel at least two hours before the agreed start time (or by 9pm the evening before for morning moves), in accordance with clause 4.1, we will refund any deposit or booking fee paid.

A $200 cancellation fee will apply if you:

• Cancel after 9 pm for a move starting the following morning.
• Cancel with less than two hours’ notice.
• Do not attend or arrange an authorised person to attend.
• Cannot provide access for the booked move.

We may charge the cancellation fee to a card held on file and will notify you of the charge.

If you cancel at least 7 days before the requested pickup date, we will refund your deposit.

With less than 7 days’ notice, your deposit is forfeited. There is no separate additional Interstate cancellation fee under this clause.

Where a collection is booked as a window, the notice period is measured from the first day of that window.

This applies to both backloads and exclusive loads.

You may reschedule without incurring a fee by giving at least 7 days’ notice before the pickup date, or the first day of the collection window.

With less notice, we will try to accommodate the change without additional cost. If it causes administrative, staffing or scheduling costs, we may charge a reasonable fee reflecting those costs, up to 10% of the total move price.

We will explain the fee before you agree to the change and provide a cost breakdown on request.

Changes to dates, addresses, inventory, service level or access are subject to availability and may change the price. We will try to keep you updated any time the price changes.

Our software platform allows a customer to make changes to their booking themselves. Changes made to quotes after booking may impact pricing and can be viewed using the link supplied in your booking confirmation SMS/email.

We may refuse particular work, stop work or cancel a booking where we have reasonable grounds to do so. These include:

• Conditions the crew reasonably considers unsafe for people, property or goods.
• Threats, abuse, intimidation or other unacceptable conduct.
• Failure to meet agreed payment requirements.
• Materially incorrect or incomplete booking information.
• Work that cannot reasonably be performed with the agreed resources or within the agreed scope.
• An operational problem or unforeseen circumstance that we cannot reasonably resolve.

The crew does not have to attempt work it reasonably considers unsafe before refusing it. Where necessary, the crew may stop work and leave immediately.

Where safe and practical, we will explain the issue and give you an opportunity to resolve it before cancelling.

We may discuss alternatives such as changing the work, arranging different resources or rescheduling. Immediate action may be necessary where safety or conduct is involved.

If we cancel before work starts, we will refund the money paid for the booking unless your breach of another term gives rise to a charge under these terms. We will explain any amount retained and its basis.

If work has started, we will account for the work completed and any applicable charges, and charge only for the work done to date or refund any unused balance as appropriate.

The specific remedy in clause 9.9 remains available in the circumstances described there.

Unless packing is included in your booking, have your goods suitably packed and ready to move.

Tell us about fragile items and any special preparation or handling requirements. The additional guarantee has packaging requirements and exclusions, explained in clause 11.5.

You are responsible for arranging access to each property, including keys, lift bookings, building permissions and any restrictions on moving times.

Tell us about access difficulties before the move. Delays or additional work caused by unavailable or unsuitable access may increase working time or result in additional transport or storage charges.

Note, our crews are happy to work at sites without you present by prior arrangement. Specifically we’ll need to confirm how we’ll access the property and take payment.

You must arrange suitable, safe and legal parking where possible.

If legal parking is further from the property, the additional walking and handling time forms part of working time or the applicable Interstate allowance.

Parking fees incurred for your job are payable by you.

If you specifically ask the crew to park in a restricted location, we will require a signed acknowledgement before proceeding. Any resulting infringement will be passed on to you. The crew may refuse the request.

We will not transport dangerous or hazardous goods, including paint, fuel, gas bottles, firearms, ammunition and hazardous chemicals, or goods requiring dangerous-goods placarding.

These listed items are excluded regardless of whether the particular quantity would require a placard.

We also do not carry loose dirt, manure or live animals.

Tell us before booking if you are unsure whether an item can be included. Our crew may refuse anything it reasonably considers unsafe to transport.

Please keep cash, jewellery, passports and important documents with you.

These items, along with plants, food and other perishables, are excluded from our additional damage guarantee. If we agree to move them, they travel at your own risk, subject to your statutory rights.

Accepting an item for transport does not mean it is included in the additional guarantee.

Our standard Local arrival windows are 7:30–8:30 am and midday–2:30 pm.

We can also arrange other times and windows by request. The arrival time or window confirmed for your booking is the one that applies.

If we expect to miss your confirmed arrival time or window, we will let you know and provide an updated estimate.

Tell us before booking if you need a fixed arrival time for a settlement, lift booking or another commitment.

A requested time becomes an agreed appointment only when we confirm it.

The On-Time Guarantee is a $50 discount where the crew arrives:

• At least 30 minutes after a confirmed specific arrival time; or
• At least 30 minutes after the end of a confirmed arrival window.

It applies to all Local service levels.

For Long Haul moves, it applies to confirmed collection or delivery arrival times or windows. An initial broad collection or delivery date range does not itself create a guaranteed arrival appointment.

Please contact us and request the discount if you believe the guarantee applies. We may offer it without being asked, but you are responsible for requesting it.

The maximum On-Time Guarantee discount is $50 per booking, including a booking with more than one delayed arrival.

Other service issues can be assessed separately by our Operations or Support Departments.

Walk through the property with the crew and identify:

• Everything to be moved.
• Anything that must stay.
• Existing damage or weaknesses.
• Fragile items and special instructions.

Before leaving the collection address, check that the goods you intended to send have been collected and that nothing else has been taken.

We rely on your instructions and do not ordinarily maintain a checked, item-by-item loading inventory.

The following protective materials are included:

Boxes and packing paper are included only where specified in a packing or pack-and-move quote.

Providing protective materials does not remove an item exclusion or packaging requirement under the additional guarantee.

Availability depends on the booked service:

Tell us what you need when booking.

For Local moves, this work forms part of hourly working time. For Long Haul moves, it uses the loading or unloading allowance and may contribute to additional time charges.

Our movers are not licensed plumbers. Any assistance is limited to straightforward disconnection and reconnection using existing fittings that the crew considers suitable.

We may refuse work that requires a plumber or is beyond the crew’s capabilities.

You must check the connections for leaks and monitor the machine when it is first used and for the first few weeks after reconnection as some problems do not become obvious immediately. Do not leave it running unattended until you have checked that the connections are sound.

WE ACCEPT NO LIABILITY FOR WATER LEAKS – seriously, the whole building can flood and we won’t pay anything – you need to monitor water connections. We do water connections as a “nice” favour only, if you’re concerned, get a plumber.

Assembly assistance is generally limited to basic beds and furniture. We may decline complex work or work requiring a qualified tradesperson.

We can generally remove a television from an existing bracket and attach it to a suitable bracket already installed at the destination. We do not install, relocate or reinstall the wall bracket itself.

Send photographs before booking if you are unsure whether we can help.

Tell us about damaged fittings, missing parts, previous repairs or other weaknesses that could affect disassembly, movement or reassembly.

Complications associated with these conditions and assembly work are excluded. The item exclusions in clause 11.5 also apply.

You are welcome to help move small items where the crew considers it safe. It’s a great way to save money!

Follow the crew’s directions and discuss your help with them so that people are not working across one another or creating a safety risk.

Where the work differs from the booking, we will do our best to explain the issue, available options and additional charges before proceeding with additional work.

You or your authorised representative may approve a change verbally.

Where additional resources are required to complete a move, we’ll present you with available options which may include:

• Additional staff, another truck or different equipment.
• Continuing with the existing resources, with additional time or trips.
• Moving priority items and arranging the remainder separately.

Additional resources will be billed at our standard rates (e.g. we won’t increase prices to take advantage of you). Payment for additional resources will be required as per the booking payment terms.

If additional resources are not provided and the scope of the job changes, the work performed remains chargeable on the originally agreed basis, including actual chargeable time for an hourly job.

If you supplied accurate information but our job estimate appears to have been significantly wrong, Operations will review the situation before deciding how to address additional-resource charges.

By default, hourly rate jobs are still subject to hourly rate costs. We do not typically convert an hourly estimate into a fixed price. However, where a significant cost variation occurs as a result of our estimation error (e.g. you gave us all required information) we’ll seek to be reasonable.

If moving an item presents a high risk of damage to the item or property, we will explain the risk and discuss alternatives.

Where the crew considers it safe to proceed but you choose an approach carrying an identified damage risk, we may require a signed acknowledgement. Damage associated with that identified risk is excluded from the additional guarantee.

An acknowledgement does not authorise unsafe work or remove rights that cannot lawfully be excluded.

Balcony movements are assessed case by case.

We do not move items over balconies at a height greater than two metres unless the specific height of your balcony is known and agreed to in advance. Tell us before booking if a balcony movement may be needed so we can discuss options.

The crew may refuse or stop work it reasonably considers unsafe. It does not have to attempt the work first.

The refusal and cancellation provisions in clauses 4.6–4.8 apply.

If we cannot deliver because access, an authorised person or other necessary arrangements are unavailable, we will try to contact you and discuss alternatives.

Temporary storage and later delivery may be required. Where the problem is outside our responsibility, the resulting reasonable handling, storage and transport charges are payable by you and will be explained.

Where the need for these arrangements is our fault, we will cover the resulting storage, handling and additional transport costs.

You can usually arrange to collect or access goods in temporary storage, subject to the facility’s access arrangements, safe handling and payment requirements.

Access may not be possible while goods remain loaded in a truck or where the storage arrangement does not permit it. Contact us first so we can confirm what is possible.

Any applicable charges must be paid before collection.

Estimated volume is our assessment of the space your goods will occupy, based on the information available.

We typically add a small buffer of reserve capacity to allow for estimation differences or additional goods. The buffer is not a fixed amount for every booking. Your quote shows the estimated and reserved volumes.

Your quote is priced on the reserved volume. Using less space does not reduce the booked price.

Sales or Operations assesses volume at booking using your inventory, photographs, videos and other information.

The driver assesses the load on the day. If there is a disagreement, our team can review the available information and the driver’s assessment. The easiest way to assess the loaded volume of a move is to efficiently pack the truck then observe what percentage remains available.

If your goods exceed the reserved volume, we will explain the assessment and offer the available options:

• Move the additional volume at the per-cubic-metre rate in your quote, subject to capacity; or
• Limit the move to the volume booked.

We will obtain your agreement before loading additional chargeable volume.

If the truck cannot take all your goods, we may be able to leave the excess items at the property or move them into temporary storage for transport on a later available truck.

Where the extra goods exceed your booked capacity, the additional handling, storage and transport are chargeable at the applicable rates. We will take reasonable steps to explain those charges to you before proceeding.

Access to stored goods is subject to clause 8.8.

Allowances are based on the reserved volume and a two-person crew.

We allow a pace of 10 m³ per hour for pickup and delivery plus an additional one hour of grace time. Our data suggests this is sufficient for the vast majority of moves, and is only exceeded when access is especially difficult.

A move of 12 m³ would typically take approx 1hr 15mins to load and a further 1hr 15mins to unload.

We provide an allowance for 2hrs 15mins (i.e. an extra hour) at pickup and drop-off.

Where additional time is required we will charge $159 / hour. This can happen when access is difficult (e.g. lots of stairs, a lift or a long walk to the truck). It’s also likely if your items aren’t ready to move and you need help packing!

Additional time may be needed because of access, stairs, lifts, long carries, waiting, packing readiness, assembly, disassembly or complex and fragile items.

If either allowance is likely to be exceeded, we will do our best to explain the additional hourly rate and billing increment and obtain your agreement before continuing into additional chargeable time.

Additional staff or trucks are separately chargeable where agreed.

For an exclusive load, you may select a preferred pickup date and time, subject to our confirmation.

For a backload:

• We provide a collection-date range at booking.
• We advise the selected collection date five days in advance.
• We advise the arrival time or window one to three days before collection.

For bookings accepted within these notice periods, we will confirm the available collection arrangements and timing on a best endeavours basis.

If you pay a priority pickup fee, we commit to collection on the agreed date. The other backload terms still apply.

We advise expected delivery timing once pickup is complete.

Backload quotes initially contain a broader range of possible delivery dates because the run may include other customers’ collections and deliveries. Most deliveries tend toward the shorter end of the range. E.g. a Melbourne to Sydney backload allows 1–7 days, but most moves are delivered in 1–2 days.

Exclusive-load timing depends on the journey and operational requirements, including driver rest. Road conditions, weather, detours and other transport delays may affect either service.

Expected delivery timing is an estimate unless we expressly confirm an arrival appointment. Confirmed appointments are subject to section 6.

Important – you must be ready to receive goods when the truck arrives. If you are not available for delivery (or you cannot give us access to the drop-off property in your absence), we will take the items to the nearest storage we have in a capital city and redelivery to you will be charged at our standard rates.

In the rare case that an earlier customer’s oversized load prevents us from carrying your booked backload as planned, we will offer you these options:

1. Move on our next run with a 10% discount on the total invoice for your move.
2. Move your goods into temporary storage at our expense and transport them on the next run.
3. Cancel and receive a refund of everything paid for the booking, plus an additional amount equal to the deposit paid.

If you have paid only our standard deposit, the third option refunds you twice that amount. If you have also paid part or all of the balance, those payments are refunded as well.

Your deposit remains part of the total job price. It is not the amount used to calculate the 10% discount.

Where the disruption is our fault, the resulting collection, handling, storage, reloading and additional transport costs are our responsibility.

If another operational issue affects your collection or delivery, Operations or Support will assess the circumstances and discuss the available arrangements with you.

An exclusive load reserves the truck for your move, with pricing based on the reserved volume in your quote.

A backload reserves space within a shared load and may involve other collections and deliveries.

Before the crew leaves, please complete the final walkthrough with them and sign the completion form, making sure any damage or concerns identified are recorded. Your authorised representative may do this on your behalf.

The completion form records the outcome of that inspection and any issues raised. We may rely on the signed form when assessing a later claim, as explained in clause 12.2.

For Local moves, unless otherwise agreed in advance, payment is due shortly before completion of the job, see clause 10.6 below.

For Interstate moves, a small deposit is payable upfront. The remaining balance is due on uplift day once the truck is fully loaded.

Any additional charges agreed are payable at the same time as the above.

Agency and account arrangements apply only where agreed under clause 1.3.

We accept bank transfer, PayID, Visa and Mastercard.

For bank transfers, you must provide a screenshot or other photographic confirmation of payment on the day. Payment remains outstanding until the funds have cleared.

Where you provide a credit card to be held for the booking, you authorise us to charge amounts due under the booking and these terms. We will notify you of charges made.

For bookings made two business days or less before the service, we may require full payment upfront.

For Local bookings made two business days or less before the move, we may require:

• A larger deposit.
• Payment on the day of the move before unloading.
• Payment by bank transfer only.

We will explain any special payment requirements before you confirm the booking.

We may request payment 15–60 minutes before the job is completed.

For a job expected to finish after 6 pm, we may calculate payment using a reasonable estimate of the remaining working time.

If the payment is insufficient, the remaining balance is due the following business day. If you overpay, we will refund the excess the following business day.

The final charge remains based on the applicable charging arrangements and actual work performed.

Tell the crew or a member of our office staff if you believe the bill is wrong. We will check and correct administrative errors.

We may adjust an invoice where appropriate. If the disagreement remains, it will be escalated to our Customer Support Department.

Where a payment dispute or alternative payment arrangement keeps the crew at the job, we may charge the additional time. We do not charge for time spent correcting our own billing errors.

Making a complaint does not automatically postpone payment. Clause 12.6 explains how payment and claims are handled.

To the extent permitted by law, we may exercise a lien over goods in our possession for unpaid charges relating to your move.

This may involve retaining goods in storage until payment is made. Storage, collection or redelivery charges may apply at our standard rates.

Should Instamove need to initiate a debt collection process, the debtor/s shall pay for all costs actually incurred by Instamove in the recovery of any monies owed under this Agreement.

You agree to be liable for these costs and indemnify Instamove. These costs include recovery agent costs, repossession costs, location search costs, process server costs and solicitor costs on a solicitor/client basis, debt collection commission and legal fees on an indemnity basis.

The additional guarantee is a promise from Instamove to provide the remedies described in these terms for eligible claims.

It is not a comprehensive removals insurance policy. We may arrange a remedy directly or involve an insurer where appropriate.

The applicable limit is the total for the whole booking, not a separate limit for each item, incident or address.

All payments and approved costs under the guarantee count towards that limit, including compensation, repair, replacement, inspection, assessment, repair-related transport and all other discretionary discounts applied after the booking date. Sales and promotional discounts are not counted when calculating compensation.

Subject to the conditions and exclusions, the guarantee covers accidental physical damage caused by us during the agreed services.

It also covers missing goods where the evidence establishes that we received them and they were lost while in our care. Clause 12.3 explains how we assess missing-item claims.

The guarantee can include damage to goods and minor property damage such as scratches or dents.

Whether a claim is dealt with under public liability insurance depends on the circumstances and the relevant policy. The size or description of the damage does not, by itself, determine insurance cover.

The guarantee applies from when the crew takes possession of the goods until they are delivered or collected by you.

It continues during temporary storage arranged by Instamove, subject to the same limits, conditions and item exclusions that apply during the move.

Storage does not make an otherwise excluded item eligible.

The following exclusions apply to the additional guarantee.

11.5.1 Boxes packed by others

Boxes and their contents are excluded where we did not pack them, except for items packed in their original protective packaging under clauses 11.5.2–11.5.3.

11.5.2 Delicate electronic and mechanical items

Televisions and other delicate electronic or mechanical items are excluded when not packed in their original protective packaging. This includes computers, monitors, gaming consoles, tablets, instruments, tools and other equipment with delicate electronic or mechanical components.

Moving blankets or shrink-wrap alone do not meet this requirement.

11.5.3 Original protective packaging

A television or other delicate electronic or mechanical item properly packed in its original manufacturer’s protective packaging is not excluded merely because we did not pack it. The item does not have to be new or unopened.

The other guarantee conditions and exclusions still apply, including the exclusion for internal electrical or mechanical faults.

11.5.4 Internal faults

Internal electrical or mechanical faults are excluded.

11.5.5 Instruments, models and artwork

Musical instruments not packed in hard cases are excluded.

Architectural models and sculptural artwork are excluded regardless of packaging.

11.5.6 Glass and stone

Unwrapped or unsafely packed glass is excluded, including picture glass and glass tabletops.

Stone, marble, granite, composite and similar items are excluded.

11.5.7 Furniture and inherent weaknesses

The following are excluded:

• Furniture containing rotten or decaying wood.
• Furniture designed to be flat packed or made from pressed wood.
• Items that are inherently fragile or susceptible to damage or disorder despite careful handling.

Disassembling flat-pack furniture may reduce the risk of damage but does not, by itself, remove the exclusion.

11.5.8 Washing-machine transit bolts

Front-loading washing machines without their required transit bolts fitted are excluded.

11.5.9 Valuables and perishables

Cash, jewellery, passports, important documents, plants, food and other perishables are excluded.

11.5.10 Mobile storage containers (e.g. TAXIBOX)

For mobile storage containers, we assess responsibility according to what caused the damage. If our packing caused the damage, that is our responsibility. If handling caused it, responsibility rests with whoever performed that handling.

The guarantee’s other conditions, exclusions and limits still apply.

11.5.11 Identified risks

Where you decline our recommended method and sign an acknowledgement of an identified damage risk under clause 8.4, damage associated with that risk is excluded.

11.5.12 Reassembly of items

We offer disassembly and reassembly of some items. Where the age, quality or condition of an item prevents the item being reassembled in a timely manner or to exact pre-move condition, we are unable to take responsibility for reassembly.

11.5.13 Care of excluded items

We will still take appropriate care when handling items we agree to move, including excluded items.

These exclusions do not remove rights or remedies that cannot lawfully be excluded.

The additional guarantee does not cover indirect or consequential loss.

Where an agreed repair restores an item appropriately, the guarantee does not provide a separate payment for a claimed reduction in resale value.

We also exclude consequential loss arising from our refusal or inability to move an item, to the extent permitted by law.

Instamove and its removalist partners hold public liability insurance.

Partners must hold at least $5 million in public liability cover and provide a valid Certificate of Currency when joining our network and annually on the anniversary of the policy.

Contact Instamove about a potential public liability claim. We will manage the customer contact and liaise with the partner and insurer as appropriate.

Where relevant, we will promptly provide the partner’s ABN, contact details and the most recent Certificate of Currency we hold.

Insurance claims remain subject to the applicable policy and assessment.

You may arrange optional removals and storage insurance directly through CARTS Removals Insurance:

• Website: www.removalsinsurance.com.au
• Phone: 1300 880 253
• Email: insure@removalsinsurance.com.au

Any policy is subject to its own terms, conditions and exclusions and is separate from Instamove’s additional guarantee.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Instamove Pty Ltd provides the additional guarantee. Our contact and postal details are in clause 1.1.

Section 12 explains how to make a claim, what information we need and how claim-related expenses are handled.

The benefits of this guarantee are additional to other rights and remedies available to you under law.

Where reasonably possible, report visible damage or missing goods before the crew leaves so the issue can be checked and recorded.

If you discover a problem later, notify us as soon as reasonably possible.

Contact Support using the details in clause 1.1 and provide:

• Your booking reference.
• A description of the problem and when you discovered it.
• Photographs or video where available.
• Details of how you believe the damage or loss occurred.
• Any other information that may help us investigate.

The signed walkthrough and completion form are evidence of the condition observed and issues raised before the crew left.

We will consider that record when assessing a later claim. We may rely on it, together with the other evidence, to reject a claim where we determine that the damage was not caused during our work.

This includes circumstances where substantial, readily visible damage would have been apparent during the joint inspection but was not identified or recorded.

Later reports are not automatically rejected solely because they were made after departure or because a fixed reporting period has passed. However, a delay can affect our ability to establish when and how the damage occurred.

Considering a later report does not mean accepting responsibility for it.

Reporting damage or concerns prior to a crew leaving your property significantly increases the likelihood of a successful claim as a clear chain of evidence can be established.

For a missing-item claim, we need evidence that the item was handed over to us and was not returned.

Relevant evidence may include photographs, videos, the inventory, crew accounts, messages and collection or delivery records.

An item appearing on a booking inventory is relevant but does not, by itself, prove it was loaded. We assess all available evidence.

Eligible loss claims are subject to the applicable guarantee conditions, exclusions and booking limit.

Keep damaged goods and relevant packaging until the claim is resolved, unless we agree otherwise.

Give us a reasonable opportunity to inspect the item where possible before it is repaired, replaced or disposed of.

If immediate action is necessary for safety or to prevent further damage, preserve photographs and other evidence and contact us as soon as possible.

We may ask for the item’s make, model, age, purchase price, condition before the move, and evidence of its value.

A receipt is helpful but is not the only evidence we can consider. Photographs, comparable items and other reliable information may also assist.

You may report a complaint or damage claim before full payment. We will record it, and Operations may adjust an invoice where appropriate.

If there is a disagreement about the invoice, the matter can be escalated to Support.

Our usual process is to complete our assessment and agree on a resolution after the booking has been paid in full. We may record the report and gather information before then. Clause 12.7 explains our response and assessment targets.

For damage reports, we aim to provide an initial response within one to two business days. We aim to assess an accidental-damage guarantee claim and provide a proposed outcome within seven business days of receiving it. Our usual requirement for full payment before completing that assessment and agreeing to a resolution still applies.

These are service targets, not guaranteed completion deadlines. Outstanding payment, missing information, inspection arrangements or further investigation may affect the timing. We will do our best to explain material delays and keep you informed.

Please obtain our agreement before incurring inspection, assessment, repair, transport or other claim-related expenses.

We will confirm the approved work, cost and whether we will arrange payment directly or reimburse you. Keep itemised invoices and receipts.

If you incur costs without prior agreement, we will consider them as part of the claim, but reimbursement is not automatic.

All approved payments and costs under the additional guarantee count towards the booking’s guarantee limit.

We assess the circumstances and propose a suitable remedy. You may tell us your preferred outcome when making the complaint.

Depending on the claim, the remedy may be repair, replacement or compensation.

We use reputable repairers and aim to restore the item as closely as reasonably possible to its condition before the damage.

If repair is impractical or would exceed the item’s pre-damage market value, we may propose replacement or compensation instead.

An agreed repair is intended to settle the claim for that damage once the repair is completed appropriately. We do not make a separate additional payment under the guarantee for reduced resale value following an appropriate repair.

If the repair has not properly addressed the agreed damage, tell us so we can review it.

Replacement is an available remedy, but it is not automatically new for old.

An appropriate replacement may be a comparable second-hand item. Alternatively, we may offer a contribution towards a new item based on the damaged item’s pre-damage value.

Any replacement or contribution counts towards your booking’s guarantee limit.

If you disagree with our proposed outcome, explain what you believe we have missed and provide any additional evidence.

Support will review the issue and explain the decision.

This process does not prevent you from using an available external complaint or dispute-resolution process.

Depending on the issue, our assessment may consider:

• Booking information and inventories.
• Photographs and videos from before, during and after the move.
• Customer, representative and crew accounts.
• Relevant call recordings and written communications.
• The signed walkthrough and completion form.
• The timing and detail of the report.
• Inspection or repairer findings.
• Evidence of age, condition and market value.

For damage, we multiply pre-damage market value by the damage percentage. For eligible lost goods, we use pre-loss market value.

Guarantee limits and exclusions apply. This method does not replace statutory remedies.

Where both cosmetic categories apply, use the higher percentage, without adding them together.

Use the lower of the purchase price or a reputable retailer’s price for an identical new item, including delivery.

Use online listings for identical or near-identical second-hand items, considering condition. Where possible, average three comparable prices.

If suitable comparisons cannot reasonably be found, use straight-line depreciation:

Comparable second-hand market evidence takes preference over depreciation.