Last updated: 20 August 2026
1. Booking requests and confirmation
A Free Quote or Book Your Move form submission is a request only. It does not create a confirmed booking. A booking is confirmed when Prime Move Australia confirms availability, the service scope, date and relevant booking details with the customer.
2. Quotes, deposits and payment terms
Any deposit, payment schedule or other financial condition that applies to a booking will be stated in the written quote, booking confirmation or invoice before the booking is finalised.
3. Customer cancellations
If you need to cancel, contact Prime Move Australia as soon as possible using the contact details provided with your quote or booking confirmation. We will confirm the cancellation and advise how any agreed booking-specific payment or deposit term applies. Your rights under the Australian Consumer Law are not excluded.
4. Rescheduling
Requests to change the moving date or time are subject to availability. Contact us as early as possible. We will try to accommodate the requested change but cannot guarantee the original team, vehicle, time or date will remain available. Any effect on the quote or agreed service will be explained before the revised booking is confirmed.
5. Changes to moving details
Tell us promptly if pickup or delivery locations, move size, inventory, dates, property type or requested services change. Material changes may require a revised assessment, quote, timing or booking confirmation.
6. Access, stairs, lifts and parking changes
Customers must disclose stairs, lift requirements, parking restrictions, loading distances, building rules and other access conditions. If the actual conditions differ from the booking information, the move may take longer, require different equipment or staffing, or need to be rescheduled. Any additional work or charge will be discussed where reasonably practicable.
7. Waiting time and customer-caused delays
If the team is delayed because access is unavailable, keys are not ready, lifts or loading areas are unavailable, goods are not ready, or the customer or another party causes delay, the service time and cost may be affected. Any waiting-time treatment will follow the accepted quote or booking confirmation; this policy does not create a separate waiting-time rate.
8. Changes or cancellations by Prime Move Australia
Prime Move Australia may need to delay, reschedule or cancel a service because of unsafe conditions, vehicle problems, severe weather, road closures, emergencies, illness, unlawful access or other circumstances outside reasonable control. We will take reasonable steps to notify the customer and offer a practical alternative where available. Any payment or refund outcome will be handled in accordance with the specific booking terms and applicable law.
9. Contact
To discuss a booking, cancellation or rescheduling request, email info@primemoveaustralia.com.au or use the phone number shown in your booking confirmation.