Removals Service Terms & Conditions
1. Booking Confirmation
A booking is confirmed once:
you accept these Terms & Conditions; and
you provide valid payment details for card pre-authorisation.
We may place a pre-authorisation hold on your payment card at the time of booking. This hold allows us to charge the final invoice amount once the job is completed.
2. Minimum Charge
All bookings are subject to a minimum charge of four (4) hours of labour.
If the job takes less than four hours, the 4-hour minimum charge still applies.
After the minimum charge is reached, additional time is charged in increments of 30 minutes.
3. Quotes & Estimates
Quotes are based on the information provided by the customer at the time of booking.
If the actual scope of work differs from what was described (for example, additional items, difficult access, stairs, lifts, parking restrictions or long carry distances), the final price may change accordingly.
Unless specifically stated otherwise, all time estimates are estimates only.
4. Customer Responsibilities
The customer agrees to:
ensure goods are ready to be moved at the scheduled start time
provide accurate information about the items to be moved
ensure suitable parking and access for the moving vehicle
disclose any items requiring special handling (pianos, stone tables, safes, etc.)
ensure pathways are safe and clear
Failure to meet these requirements may result in additional charges or delays.
5. Items We Cannot Transport
hazardous or flammable materials
explosives or illegal substances
firearms or ammunition
perishable goods
cash, jewellery or high-value items unless agreed in writing
6. Packing & Fragile Items
If you pack your own boxes, you are responsible for ensuring they are packed safely and appropriately.
We are not responsible for damage caused by the customer's inadequate packing.
Fragile items should be clearly labelled.
7. Insurance
Transit insurance is included in the service and covers goods during transportation, subject to the insurer’s policy terms and exclusions.
Customers should note that insurance policies may exclude certain items or situations (for example, items packed by the owner or mechanical malfunction).
Full insurance terms can be provided upon request.
8. Delays & Access Issues
Additional time charges may apply where delays occur due to:
building access restrictions
waiting for lifts or loading docks
unavailable parking
goods not ready for loading
inaccurate job descriptions
9. Cancellation Policy
Because vehicles and staff are reserved specifically for your booking, late cancellations prevent us from accepting other work.
Cancellation Notice:
Cancellations made more than 48 hours before the scheduled booking time incur no cancellation fee.
Cancellations made within 48 hours of the scheduled booking time will incur a cancellation fee equal to the 4-hour minimum charge.
This fee reflects the cost of reserving staff, vehicles and time for the booking.
Cancellation policies are common in removal services and are enforceable when clearly disclosed to customers in advance.
10. Double Bookings with Other Removalists
Customers must ensure they are not booking multiple removal companies for the same move.
If a customer confirms a booking with us and later cancels because they have also booked another removal company, the cancellation will still be subject to the standard cancellation policy.
If the cancellation occurs within the 48-hour cancellation window, the 4-hour minimum charge will apply.
This clause exists because the reserved booking slot is unlikely to be resold on short notice.
11. Payment
Payment is processed upon completion of the job using the payment method provided during booking.
By confirming the booking, you authorise IRise Logistics PTY LTD to charge the final invoice amount to your card.
12. Liability
We will provide our services with due care and skill in accordance with Australian Consumer Law.
However, to the extent permitted by law, we are not responsible for:
pre-existing damage to items
damage caused by poor packing by the customer
inherent weaknesses in furniture or materials
delays caused by events outside our control
Nothing in these Terms excludes consumer rights under the Australian Consumer Law.
13. Complaints & Damage Claims
Any damage or loss must be reported:
at the time of delivery; or
within 48 hours of job completion
Supporting photos and details may be required for investigation.
14. Governing Law
These Terms are governed by the laws of Queensland and New South Wales, depending on where the services are provided.
15. Acceptance of Terms
By confirming your booking and accepting these Terms electronically, you confirm that you:
have read these Terms & Conditions
understand them
agree to be bound by them
16. Contact Us
If you have any questions about this Privacy Policy or wish to make a privacy related complaint, please contact us at:
Email: [email protected]
Phone: +61 482 085 600
