Last updated: 20 August 2026
1. Application of these terms
These terms apply together with any written quote, booking confirmation, invoice and agreed service details provided by Prime Move Australia. If a specific written term conflicts with these general terms, the specific written term will apply to the extent of the inconsistency, subject to applicable law.
2. Quotes and estimates
Quotes and estimates are based on the information provided by the customer, including locations, move size, inventory, access, stairs, lifts, parking, dates and requested services. A quote may be reviewed if the information is incomplete or inaccurate, the scope changes, access differs from what was disclosed, additional items or services are requested, or circumstances at the premises materially affect the work. Any change will be explained and agreed where reasonably practicable before additional work is carried out.
3. Bookings
Submitting a website booking request does not create a confirmed booking. A booking is confirmed only when Prime Move Australia confirms availability and the booking details. Customers should check the confirmation and promptly advise us of any error or change.
4. Customer responsibilities
The customer must provide complete and accurate information about the move and ensure that:
- pickup and delivery locations, dates, access and contact details are correct;
- stairs, lifts, loading zones, parking restrictions and building requirements are disclosed;
- all items, including heavy, fragile, oversized or specialty items, are disclosed before the move;
- the customer has authority to move the goods and access the relevant premises;
- goods are ready at the agreed time unless packing services are included; and
- children, pets and other persons are kept safely away from active moving areas.
5. Access, parking and property conditions
The customer is responsible for arranging reasonable and lawful access, including parking, loading access, lift bookings, permits and building approvals where required. The customer should identify fragile surfaces, restricted areas, pre-existing damage and any property condition that may affect safe handling. If safe or lawful access is unavailable, work may be delayed, modified or rescheduled.
6. Additional services and charges
Additional work outside the agreed scope—such as extra items, packing, unpacking, assembly, disassembly, unexpected stairs, extended carrying distance, waiting time or changed locations—may result in additional charges. The basis of any additional charge will be communicated and agreed where reasonably practicable. No charge described on this page replaces a specific written quote or booking confirmation.
7. Dangerous, prohibited and unsuitable items
Customers must not present illegal goods, explosives, flammable or hazardous substances, dangerous chemicals, weapons, perishable goods requiring special handling, or any item that cannot be lawfully or safely transported. Prime Move Australia may refuse an item where transport would be unsafe, unlawful or outside the agreed service.
8. Packing
Where the customer packs goods, the customer is responsible for using suitable materials and securing items appropriately for transport. Prime Move Australia is not responsible for loss or damage caused by inadequate customer packing to the extent permitted by law. This does not limit rights that cannot lawfully be excluded.
9. Timing and delays
Times are estimates unless expressly confirmed otherwise. Traffic, weather, road closures, building access, earlier jobs, vehicle issues, emergencies and other circumstances outside reasonable control may cause delay. Prime Move Australia will take reasonable steps to communicate material delays and complete the service as soon as reasonably practicable.
10. Payment
The customer must pay the amounts and by the times stated in the accepted quote, booking confirmation or invoice. Any deposit or payment requirement will be communicated before the booking is confirmed. Nothing in these terms creates a standard cancellation fee, refund period or deposit-forfeiture rule where none has been agreed in writing.
11. Damage and claims
Customers should inspect goods and relevant property as soon as reasonably practicable after the move and notify Prime Move Australia promptly of any concern, with photographs and supporting information where available. We will review concerns in light of the agreed service, the condition and packing of the goods, and applicable law.
12. Australian Consumer Law
Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law where it applies. Nothing in these terms excludes, restricts or modifies a right, guarantee, warranty or remedy that cannot lawfully be excluded, restricted or modified. Any limitation of liability in a quote or booking document applies only to the extent permitted by law.
13. Website use
Website information is general and may change. You must not misuse the website, attempt unauthorised access, introduce malicious code, or use website content unlawfully. Links to third-party services are provided for convenience and those services are governed by their own terms and privacy practices.
14. Contact
Questions about these terms can be sent to info@primemoveaustralia.com.au.