Last updated: September 2025
These Terms & Conditions explain how we work with you when providing removal and storage services. By booking with us, you agree to these terms.
1. Definitions
We/Us/Our – Duke Removals [ABN 79 684 027 754]
- You/Your – the customer booking our services
- Goods – your belongings, furniture, and items being moved or stored
- Services – the work we do for you, including removals and storage
- Subcontractor – a trusted partner we may use to help complete your move
- Third Party Provider – another business we may arrange for additional services (e.g. shipping, pets, vehicles, etc.)
2. What we do (and don't do)
- We’re professional removalists, not common carriers – this means we can refuse to move certain items (e.g. dangerous, illegal, or unsafe goods).
- We’ll always aim to provide safe, reliable, and professional services.
3. Your Responsibilities
Please help us by:
- Giving us accurate information about your move.
- Being the owner of the goods (or having permission from the owner).
- Having someone available when we load/unload.
- Letting us know about fragile, valuable, or heavy items before we start.
- Not packing or hiding dangerous goods (e.g. gas bottles, fuel, explosives).
- Making sure nothing is left behind accidentally.
4. How we move your goods
- We choose the best route and method (road, and if needed, other transport).
- We may use subcontractors, but we’re still responsible for the service.
- For extra services (like car transport, pets, or overseas shipping), we may arrange a Third Party Provider – we’re not liable for their performance.
5. Delivery
- We deliver only to you or someone you’ve authorised.
- If no one is there, or we can’t access the property, we may place goods into storage and charge extra for redelivery.
6. Storage
If you use our storage:
- We’ll prepare an inventory of your items.
- Storage charges may change after 26 weeks (with notice).
- We may move your goods to another warehouse if needed.
- You can collect goods with 5 business days’ notice (shorter notice may attract a fee).
- If storage fees aren’t paid, we may sell or dispose of items after notice.
7. Charges and Payments
- Quotes are based on the information you provide. Changes (e.g. extra items, delays, access issues) may mean extra charges.
- If someone else (e.g. employer) is paying and doesn’t pay, you’re still responsible.
- Late payments may attract interest charges.
- We may keep goods until invoices are paid (a lien).
8. Loss or Damage - Household Moves
- We’ll use due care and skill as required by Australian Consumer Law.
- We’re only responsible for loss or damage caused by our negligence.
- We’re not responsible for things outside our control (e.g. weather, accidents, Third Party Providers).
- Some items carry inherent risks (appliances, electronics, glass, flat-pack furniture) and you are advised to find out if your household insurance covers these items during removal and/or consider taking out your own insurance on these items..
- If you don’t take out insurance:
- Furniture damage is capped at $250 per item
- Missing boxes/items are capped at $150 per box (unless an inventory was given).
- You must check and sign off on delivery and report any issues promptly (within 2 working days is best).
9. Loss or Damage - Business/Commercial Moves
- For commercial jobs, our liability is capped at $100 per item or $1,000 total (whichever is less).
- Claims must be made in writing within 14 days of delivery.
10. Photos and Marketing Use
- We may take photos and short videos during moves to showcase our work, share moving tips, and highlight real customer experiences on our social media pages, website, and marketing materials.
- We take care not to include identifying personal details (such as faces, addresses, or licence plates).
- If you prefer not to have any photos or video taken please let our tam know before or during your move.
11. Insurance
- We can help arrange extra insurance for your goods in transit or storage – details and costs available on request.
- You may also arrange your own insurance and you should consider doing so for expensive/valuable items.
12. Disputes
- If a dispute arises, we’ll try to resolve it quickly and fairly.
- If unresolved both parties agree to resolve the matter by mediation and failing that arbitration before filing proceedings in the relevant court.
13. Variations and Notices
- These terms can only be changed with written agreement.
- We’ll contact you via the details you provide (email, phone, or post).
14. Governing Law
This agreement is covered by the laws of the state/territory where you booked our services.
