Terms of Service

These Terms of Service ("Terms") govern every quote, booking, job and service supplied by AMAG Logistics, trading as AMAG Removals, ABN 61 942 253 260 ("AMAG", "we", "us", "our"), to you ("you", "the customer").

By requesting a quote, accepting a quote, making a booking, ticking the acceptance box on our online forms, or allowing our crew to commence work, you agree to be bound by these Terms. If you are booking on behalf of a business or another person, you confirm you are authorised to do so and accept these Terms on their behalf.

These Terms apply to all of our services: local and interstate furniture removals and relocations, dedicated and backloading interstate transport, transport, freight and courier services, corporate and office relocations, warehousing, storage and 3PL, and rubbish and waste removal.

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

Quotes are based on the information you supply — inventory, volume, access, distances, dates and any special handling requirements. Where that information is incomplete or inaccurate, the price may change.

Unless clearly marked as a fixed price, all figures are estimates only. Hourly-rate work is charged on time actually taken.

Quotes are valid for 30 days from the date of issue unless stated otherwise, and are subject to truck and crew availability at the time of booking.

Indicative rates published on our website are guidance only and do not constitute an offer. A binding price only exists once we issue a written quote and you accept it.

Charges may be adjusted on the day where: the volume of goods materially exceeds what was described; access is materially different to what was described (stairs, lifts, distance from the truck, parking restrictions); items require dismantling, hoisting or specialist handling not previously disclosed; or waiting time is caused by matters outside our control. We will always tell you before additional charges are incurred where it is practical to do so.

A booking is confirmed only when we confirm it in writing. For peak dates, interstate jobs and large relocations we may require a deposit to hold the date.

Unless otherwise agreed in writing, payment is due in full on completion of the job, before goods are unloaded at the final destination.

We accept bank transfer and major cards. Card payments may attract a surcharge equal to our cost of acceptance. Cleared funds are required for bank transfers.

Approved account customers must pay within the agreed trading terms. Overdue amounts may attract interest at 2% per month calculated daily, plus reasonable recovery and legal costs.

Prices are stated in Australian dollars. Where GST applies, it is charged in addition unless the quote states 'GST inclusive'.

Please give as much notice as possible if you need to cancel or reschedule. As a guide:

• More than 48 hours before the booked start time — no cancellation fee; deposits are transferable to a new date.
• 24–48 hours before — a cancellation fee of up to 50% of the deposit may apply.
• Less than 24 hours, or where our crew arrives and cannot start — a call-out fee covering crew and vehicle costs may apply.

Interstate dedicated trips and backload allocations may carry higher cancellation costs because truck space is reserved specifically for your job. We will tell you these costs before you confirm.

We are not liable for delays caused by traffic, weather, road closures, breakdown, building management, lift access, body corporate rules, previous jobs overrunning, or any other event outside our reasonable control. Where a delay occurs we will contact you and offer the earliest practical alternative.

Waiting time caused by the customer (keys unavailable, settlement not complete, lift not booked, property not ready) is charged at the applicable hourly rate.

Our crews will handle your goods with reasonable care using blankets, straps and protective materials as appropriate to the job.

Standard dismantling and reassembly of basic flat-pack and bed frames can be included where arranged in advance. Some flat-pack furniture, particularly older or previously reassembled pieces, is not designed to be moved intact and may not survive dismantling — we will advise you where we believe this is the case and move it at your risk.

Where you pack your own boxes and containers, we cannot accept responsibility for damage to the contents of those cartons, because we cannot verify how they were packed.

You must tell us in advance about heavy items (pianos, safes, gym equipment, stone benchtops, large appliances), fragile or high-value items (artwork, antiques, glass, marble), and any item requiring specialist handling.

We do not move live animals, plants that may breach interstate quarantine, perishable food, or hazardous goods (see clause 10).

Dedicated interstate moves reserve an entire truck for your goods, with agreed pickup and delivery dates. Delivery dates for dedicated trips are targets, not guarantees, and remain subject to road, weather and mechanical conditions.

Backloading shares truck space with other customers' consignments on a scheduled run. It is materially cheaper, and in exchange delivery occurs within a window (typically a range of days) rather than on a fixed date. Windows are estimates, and we will keep you updated as the run progresses.

For both options, goods must be accessible at pickup and someone aged 18 or over must be present to receive and check the delivery. Where nobody is available at delivery, redelivery or storage charges apply.

Interstate consignments may be transhipped between vehicles or held briefly in a depot as part of normal linehaul operations.

Interstate quarantine restrictions apply to certain plants, soil and produce, particularly into Western Australia, South Australia, Tasmania and the Northern Territory. You are responsible for ensuring goods you present comply with the relevant state requirements.

Freight is accepted on the basis that it is packaged adequately for the mode of transport, correctly labelled, and accurately described in weight and dimensions.

Consignment weights and dimensions may be re-measured. Where actual measurements exceed those declared, charges are adjusted accordingly.

Where a delivery attempt fails because the receiver is unavailable, refuses the goods, or the address is incorrect, redelivery, return and storage charges apply.

Waiting time beyond the free allowance included in your quote is charged at the applicable hourly or per-quarter-hour rate.

Delivery timeframes quoted for courier and same-day work are estimates made in good faith and are not guaranteed unless a written time-critical service has been agreed.

Storage is charged in advance for the agreed period (typically per pallet, per square metre, or per module, per week or per month). Storage continues to accrue until goods are collected or removed and the space is released.

Access to stored goods requires reasonable notice — normally one business day — and is available during business hours. Access, handling in and out, and pick-and-pack activity may be charged separately as set out in your quote.

You warrant that goods placed into storage are lawfully yours to store, are not hazardous, perishable, flammable, explosive or illegal, and are not liable to deteriorate or attract vermin.

We hold a general lien over all goods in our possession for unpaid charges. Where charges remain unpaid for 60 days after written notice, we may sell or dispose of the goods and apply the proceeds against amounts owing, accounting to you for any surplus.

Inventory records are maintained for 3PL clients. Discrepancies must be raised within 7 days of the relevant movement report.

We remove general household junk, furniture, whitegoods, e-waste, office fit-out waste, green waste and clean construction and demolition waste, and we sort for recycling wherever practical.

We do not remove asbestos or suspected asbestos, chemicals, paints and solvents in bulk, fuels and oils, gas bottles, medical or clinical waste, contaminated soil, or any material classified as prescribed industrial waste. Where such material is discovered on site, we will stop work and the job may be charged as attended.

You must have the legal right to dispose of the material presented, and confirm it does not contain anything prohibited above.

Pricing is based on the volume actually loaded and the tipping and levy costs applicable at the receiving facility. Heavy materials such as soil, brick, concrete and tiles are charged by weight.

Once material is loaded it is treated as disposed of and cannot be recovered. Please check all loads before we depart.

You must not present for transport or storage: cash, jewellery, precious metals, securities, deeds or irreplaceable documents; firearms, ammunition or explosives; illegal goods or substances; flammable or corrosive materials, gas cylinders and fuels; asbestos or hazardous waste; live animals; or perishable food.

If such items are found in a load, we may refuse to carry them, remove them, or dispose of them lawfully at your cost, and you indemnify us against any resulting loss, fine or liability.

To help the job run to time and budget, you agree to:

• Provide accurate and complete information about the goods, the addresses and the access at both ends.
• Arrange parking, permits, loading dock and lift bookings, and building access approvals in advance.
• Have all cartons packed, sealed and labelled before the crew arrives, unless a packing service has been booked.
• Empty and defrost fridges and freezers, disconnect appliances, and drain fuel from mowers and similar equipment.
• Be present, or have an authorised adult present, at both pickup and delivery to direct placement and check the load.
• Keep children and pets clear of the loading area for safety.
• Carry personal valuables, medication, passports and critical documents with you rather than on the truck.

We carry public liability insurance and goods-in-transit cover, and our crews are trained in safe handling. Cover has limits and exclusions, and it is not the same as full replacement-value transit insurance.

Unless a specific transit insurance policy has been arranged in writing for your job, our liability for loss of or damage to goods is limited, to the maximum extent permitted by law, to the lesser of the cost of repair, the depreciated market value of the item, or the amount recoverable under our policy.

We are not liable for: damage to goods packed by you inside cartons we did not pack; inherent defects, existing wear, rust, mould or infestation; damage to items that are structurally unsound or not designed to be moved; electrical or mechanical failure of appliances and electronics where there is no external damage; particle-board and flat-pack furniture that fails in normal handling; damage caused by unavoidable contact in tight access areas that you were warned about; or indirect or consequential loss, including loss of profit, business interruption, missed settlement or accommodation costs.

Claims must be notified in writing to info@amagremovals.com.au within 7 days of delivery or completion, with photographs and a description of the item and the damage. Please do not repair or dispose of a damaged item before we have had a reasonable opportunity to inspect it.

You must pay the invoice in full while a claim is being assessed; claims are not grounds for withholding payment.

Our crews follow safe work practices and will not undertake work they reasonably consider unsafe, including lifts that exceed safe manual handling limits, working at unsafe heights, or entering unstable structures.

Where a site is unsafe, or where the crew is subjected to abusive or threatening behaviour, we may suspend or terminate the job. Charges for time attended remain payable.

You are responsible for the condition of floors, driveways, lifts and common property, and for notifying us of anything that could cause damage or injury.

We may take photographs of loads, damage, access issues and completed work for operational, quality-assurance and claims-handling purposes. Photographs are not used in marketing that identifies you or your property without your permission.

We collect personal information — name, contact details, addresses, job details and payment information — only to quote, deliver and administer our services, and we handle it in line with the Australian Privacy Principles.

We do not sell your personal information. We share it only with the people who need it to deliver your job (for example crew, subcontracted carriers, storage facilities and payment providers) or where the law requires it.

Quote form submissions are stored securely and used to respond to your enquiry. You may request access to, correction of, or deletion of your information by emailing info@amagremovals.com.au.

Our website uses Google reCAPTCHA to protect our forms from automated abuse. Google's Privacy Policy and Terms of Service apply to that service.

We may use subcontracted carriers, crews or storage facilities to perform part of a service, particularly on interstate runs and at peak times. Where we do, these Terms continue to apply and we remain your point of contact.

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 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.

If something goes wrong, contact us first — most issues are resolved quickly by talking to our operations team on 0405 204 143 or emailing info@amagremovals.com.au.

If we cannot resolve a matter within 30 days of your written complaint, either party may refer it to mediation before commencing proceedings, other than for the recovery of unpaid amounts.

We may update these Terms from time to time. The version published on this page at the time you accept a quote or make a booking is the version that applies to that job.

These Terms are governed by the laws of the State of Victoria, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Victoria.