1- Introduction

Welcome to Smoove Logistics. By booking a service with us, you agree to the terms outlined below. These terms ensure clarity, fairness, and transparency for all parties involved.

Smoove Logistics complies with the Australian Consumer Law (ACL), which provides consumers with rights and guarantees that cannot be excluded by contract.

2- Booking & Payments

2.1 Booking Confirmation

• All bookings require a $100 deposit to secure your moving date and time.

• The deposit is non-refundable for cancellations within 48 hours of the scheduled move.

• Booking times are estimates. While we aim for punctuality, unforeseen delays (traffic, weather, etc.) may occur.

2.2 Payment Terms

• Full payment is required upon completion of the move.

  Accepted payment methods: EFTPOS, VISA, MasterCard (No cash or cheques).

• Hourly rates apply from the time our movers arrive at the pickup location until the completion of the move, including travel time.

• Unpaid balances must be settled within 24 hours.
• Late payments may incur fees or referral to a debt collection agency.

2.3 Call-Out Fees & Travel Charges

• A one-time call-out fee applies based on your location.

• Interstate and long-distance moves may incur additional travel charges.

3- Cancellation & Rescheduling

3.1 Cancellation Policy

• Cancellations made 48+ hours before the move are fully refundable.

• Cancellations within 48 hours of the scheduled move will result in the forfeiture of the $100 deposit.

• If movers arrive at the location and the move is canceled on-site, a minimum 3-hour charge will apply.

3.2 Rescheduling

• Moves rescheduled with 48+ hours’ notice will not incur additional fees.

• Rescheduling within 48 hours is subject to availability and may incur a surcharge.

4- Pricing & Additional Charges

4.1 Minimum Booking Time

• All moves are subject to a 3-hour minimum charge.

4.2 Overtime & Additional Labor Charges

• After the 3-hour minimum, billing continues in hourly increments.

• If additional movers are required on the day, they will be billed separately.

4.3 Stairs, Access & Heavy Items

• Extra charges apply for stairs (more than one flight), difficult access, or long carries.

• Large/heavy items (pianos, pool tables, safes, oversized furniture) may require additional labor and incur extra costs.

4.4 Public Holidays & After-Hours Moves

• Moves on Saturdays (+10%), Sundays (+25%), and Public Holidays (+40%) will incur surcharges.

• Moves starting after 6 PM may include a late-hour surcharge.

4.5 Tolls & Parking

• Any applicable tolls or parking fees incurred during transit will be added to the final bill.

5- Liability & Insurance

5.1 Basic Coverage

• All moves include basic transit insurance, covering damage due to vehicle accidents only.

• Smoove is not liable for:Pre-existing damage to items. Items improperly packed by the customer. Damages resulting from customer interference during the move.

5.2 Additional Insurance Options

• Customers may purchase comprehensive moving insurance for full coverage of goods.

• We recommend third-party insurance for high-value items.

6- Customer Responsibilities

6.1 Packing & Preparation

• Customers are responsible for packing and securing all items before the move unless they have booked our packing service.

• Items must be properly boxed and labeled.

6.2 Fragile & High-Value Items

• Customers must inform movers in advance about fragile or high-value items.

• Smoove is not responsible for damages to fragile items that are not properly packed and labeled.

6.3 Access & Parking

• Customers must ensure clear access at both pickup and drop-off locations.

• If movers must wait due to access issues, additional charges may apply.

6.4 Unsafe or Prohibited Items

• Movers have the right to refuse transport of illegal, hazardous, or unsafe items.

• Movers may refuse service if a location is deemed unsafe (aggressive behavior, dangerous environments).

7- Delays & Force Majeure

• While we aim for punctuality, we are not responsible for delays caused by:Traffic, weather conditions, road closures, or mechanical failures. Delays due to customer inaccessibility, unprepared items, or incorrect addresses.

• In cases of extreme weather, government restrictions, or emergencies, Smoove reserves the right to reschedule the move without penalty.

8- Storage & Holding Fees

• Storage services are available upon request.

• If items need to be held overnight due to access issues or unforeseen delays, additional holding fees will apply.

9- Complaints & Dispute Resolution

• Any claims for damages must be reported within 24 hours of the move.

• We will review all claims and may request supporting evidence (photos, descriptions).
• If a dispute arises, we aim to resolve it fairly and promptly through our internal resolution process.

10- Governing Law

These terms and conditions are governed by the laws of Victoria, Australia.
Final Notes:

• By booking with Smoove, you confirm that you have read and agreed to these Terms & Conditions.

• If you have any questions, please contact our support team at 1800 766 683.