Terms, Conditions & Insurance

Key Booking Terms

This summary highlights important terms. It does not replace the full Terms and Conditions in Part B.

Full Terms and Conditions

1. Parties and definitions

1.1 JD Movers, we, us or our means JD MOVERS PTY LTD trading as JD Movers, ABN 27 636 745 849.

1.2 Customer or you means the person or entity named as the customer in the Quote.

1.3 Quote means the written quotation, estimate or booking schedule issued by JD Movers for the services, including its reference number and revision number.

1.4 Services means the moving, packing, handling, storage, assembly or related work expressly stated in the Quote.

1.5 Goods means the items the Customer asks JD Movers to handle or transport as part of the Services.

2. Contract documents and priority

2.1 The contract consists of the accepted Quote, these Terms and any written variation agreed by both parties.

2.2 The Quote controls the booking-specific details, including the date, ETA, route, scope, crew, vehicle requirements, price basis, rates, minimum charge, billing increment, call-out fee and deposit. These Terms control the general conditions of service.

2.3 If there is an inconsistency, a specifically agreed term in the Quote takes priority over these Terms to the extent of the inconsistency, except that no document limits rights that cannot lawfully be limited.

2.4 JD Movers will confirm any material agreed change in writing where reasonably practicable. A representation or promise that JD Movers is required by law to honour remains binding even if it was not repeated in the written contract documents.

3. Booking and acceptance

3.1 JD Movers will provide the Quote and these Terms before asking the Customer to pay a deposit.

3.2 A booking is confirmed when:

the Customer accepts the Quote and these Terms by paying the required deposit after receiving them; and

JD Movers issues written booking confirmation.

3.3 If no deposit is required, the booking is confirmed only when JD Movers issues written confirmation stating that the booking is confirmed.

3.4 Starting or continuing the Services may evidence acceptance only where the Customer received the Quote and these Terms before the Services commenced.

3.5 A requested change is not binding until JD Movers confirms it in writing. A change may require a revised Quote or booking confirmation.

4. Information, inventory and scope

4.1 The Quote is based on the information available when it is prepared. The Customer must provide accurate and complete information about:

the quantity, nature and approximate size of the Goods;

all pickup, delivery and additional addresses;

stairs, lifts, loading docks, narrow access, steep driveways and carrying distances;

parking restrictions, permits and building time limits;

fragile, valuable, oversized, unusually heavy or difficult items;

dismantling, reassembly, packing, storage or disposal work; and

any other condition that may materially affect safety, time, equipment, staffing or price.

4.2 If the information or requested scope changes, JD Movers may provide a revised price or time estimate. JD Movers will explain any material change and obtain the Customer’s approval before performing the changed work.

4.3 JD Movers is not required to perform work outside the agreed scope. If practical, additional work may be agreed in writing during the move at the applicable disclosed rate.

5. Arrival time and delays

5.1 An ETA is an estimated arrival time or time window and is not a guaranteed exact time.

5.2 JD Movers will provide the Services with due care and skill, use reasonable efforts to attend within the nominated window and notify the Customer of a significant delay where reasonably practicable.

5.3 Delays may arise from traffic, weather, an earlier booking, mechanical problems, access restrictions, emergencies or other circumstances. This does not excuse a failure by JD Movers to use due care and skill or remove any right available under the Australian Consumer Law.

5.4 If a delay is so significant that the Services can no longer reasonably proceed as booked, JD Movers and the Customer will discuss a suitable alternative. If no reasonable alternative is accepted, the Customer may cancel the affected Services and receive a refund of amounts paid for Services not supplied, without limiting any other right available by law.

6. Hourly charges, estimates and fixed prices

6.1 The Quote will state whether the price is hourly, fixed or an estimate.

6.2 For hourly Services, chargeable time:

begins when the crew arrives at the first pickup address and is ready to start the agreed work;

includes loading, travel between agreed service addresses, unloading, agreed placement or assembly, and waiting time caused by the move or by circumstances for which the Customer is responsible; and

ends when the agreed work is completed at the final service address.

6.3 Ordinary meal or rest breaks taken by the crew are not chargeable time. Time during which the crew remains available but cannot work because of a Customer-caused delay may be charged at the applicable hourly rate.

6.4 The hourly rate, minimum charge, billing increment and call-out fee are those stated in the Quote. After the minimum period, time is charged in the billing increments shown in the Quote.

6.5 A fixed price applies only to the scope and conditions stated in the Quote. A material change requested by the Customer or caused by inaccurate or incomplete information may require an agreed variation.

6.6 Unless the Quote expressly states that the price is fixed, an estimate is not a guaranteed final price. The final price will be calculated using the agreed rates and the Services actually supplied.

6.7 Consumer prices are inclusive of GST unless the Quote clearly states otherwise.

7. Additional charges and third-party costs

7.1 Parking, tolls, permits, disposal, storage, additional labour, additional equipment and specialist-item charges are payable only where:

they are stated in the Quote;

they are an actual third-party cost reasonably incurred in performing the agreed Services; or

the Customer approves the additional charge before it is incurred.

7.2 JD Movers will explain any material additional charge and obtain approval before proceeding, except where immediate action is reasonably necessary to protect people or property.

7.3 JD Movers will not charge twice for the same cost or include an undisclosed mandatory fee after the booking has been accepted.

8. Deposit, invoicing and payment

8.1 The required deposit, if any, is stated in the Quote. The deposit is credited towards the final invoice unless it is properly applied under clause 9.

8.2 JD Movers will provide a final invoice showing the Services supplied, applicable charges, payments received and balance payable.

8.3 The outstanding balance is payable by the due date stated in the Quote or final invoice. If the Customer disputes part of an invoice in good faith, the Customer should notify JD Movers promptly and pay the undisputed amount by the due date.

8.4 Available payment methods will be stated in the Quote or invoice. Any card surcharge will be disclosed and will not exceed the amount JD Movers is permitted to charge by law.

8.5 JD Movers will provide a receipt or other payment record as required by law and the agreed payment method.

9. Customer cancellation and rescheduling

9.1 A cancellation or rescheduling request must be made in writing to [email protected] or by replying to the booking email.

9.2 If the Customer gives at least 7 calendar days’ notice, the Customer may choose either:

a refund of the deposit; or

transfer of the deposit to one replacement date agreed with JD Movers and subject to availability.

9.3 If the Customer gives between 48 hours and 7 calendar days’ notice, JD Movers may deduct from the deposit only the reasonable costs and loss arising from the cancellation. Any remaining balance will be refunded.

9.4 If the Customer gives less than 48 hours’ notice, JD Movers may apply the deposit towards its reasonable costs and loss arising from the cancellation. If the crew has already been dispatched or has arrived, the applicable call-out fee or minimum charge may form part of that loss, but only to the extent reasonably incurred.

9.5 In calculating a cancellation charge, JD Movers will take reasonable steps to reduce its loss and will account for costs saved and any amount reasonably recovered through a replacement booking. JD Movers will not recover the same loss twice.

9.6 No cancellation fee applies to the extent the Customer is entitled to cancel because JD Movers has breached the contract, failed to meet a consumer guarantee or agreed to a no-fee cancellation.

9.7 If a rescheduled date is later cancelled, the charge will be assessed under this clause using the circumstances of the later cancellation and will remain limited to JD Movers’ reasonable costs and loss.

10. Cancellation, rescheduling or suspension by JD Movers

10.1 JD Movers may reschedule, suspend or cancel Services where reasonably necessary because of unsafe conditions, severe weather, vehicle or equipment failure, staff illness, an emergency, unlawful access, prohibited Goods or another circumstance that makes the Services unsafe, unlawful or impracticable.

10.2 JD Movers will notify the Customer as soon as reasonably practicable and, where reasonable, offer an alternative method or service date.

10.3 If JD Movers cancels for a reason not caused by the Customer, the Customer will receive a refund of amounts paid for Services not supplied. This does not limit any other right available by law.

10.4 If cancellation, suspension or delay is caused by materially inaccurate information, undisclosed Goods, unlawful instructions or a Customer failure to provide safe access, JD Movers may charge only its reasonable resulting costs and loss in accordance with the principles in clause 9.5.

11. Access, parking and site conditions

11.1 The Customer is responsible for arranging lawful and suitable access, parking, loading permits, lift bookings, loading-dock bookings and any building approval required for the Services.

11.2 JD Movers will not park or work in a place that is unlawful or creates an unreasonable safety or property risk.

11.3 Additional waiting time or carrying time caused by unavailable access, parking, lifts, keys or authorised representatives may be charged at the applicable rate stated in the Quote.

11.4 The Customer must tell JD Movers about fragile surfaces, weak floors, low clearances, narrow passages, body-corporate requirements and other known property risks before work begins.

11.5 Children and animals must be kept safely away from the work area and vehicle unless otherwise agreed.

12. Customer attendance and instructions

12.1 The Customer or an authorised representative should be available during loading and unloading to provide instructions and identify the Goods to be moved. If that is not possible, alternative instructions must be agreed in writing before the Services begin.

12.2 The Customer is responsible for checking that the correct Goods are loaded and unloaded and for completing a reasonable final inspection of the service areas and vehicle where practicable.

12.3 A final inspection, signature or the crew’s departure does not waive a claim for concealed or latent loss or damage and does not limit rights under the Australian Consumer Law.

12.4 JD Movers may rely on reasonable instructions given by the Customer or the authorised representative. JD Movers will not follow an instruction that is unlawful or creates an unreasonable safety or property risk.

13. Packing and preparation

13.1 Unless professional packing has been included in the Quote, the Customer must ensure that loose, fragile and personal Goods are securely packed in suitable containers before the crew arrives.

13.2 Drawers and cupboards must be emptied where reasonably necessary. Refrigerators and freezers must be emptied, defrosted and dry. Appliances must be disconnected and free of water, fuel or other liquids unless disconnection is an agreed Service that JD Movers may lawfully perform.

13.3 Boxes should be safely closed, reasonably weighted and labelled where special handling is required.

13.4 JD Movers is not responsible for loss or damage to the extent it is caused by inadequate Customer packing, a pre-existing defect, ordinary deterioration or the inherent condition of the Goods. This clause does not apply to the extent JD Movers caused or contributed to the loss or damage by failing to use due care and skill.

14. Fragile, valuable, heavy and special items

14.1 Before booking, the Customer must disclose all unusually fragile, valuable, oversized, heavy or difficult items, including pianos, safes, marble or stone furniture, large glass items, pool tables, commercial equipment, artwork, antiques and motorised furniture.

14.2 JD Movers may reasonably require additional personnel, equipment, preparation or specialist assistance. Any associated charge must be disclosed and agreed in accordance with clause 7.

14.3 JD Movers may decline to move an undisclosed item if it cannot be moved lawfully and safely with the personnel, access and equipment available.

14.4 If the Customer asks JD Movers to handle an item of unusual value, the Customer should provide a description and value before the move so that handling requirements and insurance arrangements can be considered.

15. Prohibited and personal items

15.1 JD Movers will not knowingly transport illegal goods, explosives, flammable or corrosive substances, fuel, gas bottles, unapproved firearms, hazardous chemicals, dangerous biological material or anything that may unlawfully endanger people, property or the environment.

15.2 The Customer must personally retain cash, jewellery, passports, identification documents, medications, keys, digital access devices and other irreplaceable personal items unless JD Movers expressly agrees otherwise in writing.

15.3 The Customer is responsible for lawful disclosure, preparation and transport requirements applying to any firearm, regulated substance, plant, animal or controlled item. JD Movers may decline any such item.

16. Furniture assembly and licensed trade work

16.1 Basic furniture dismantling or reassembly will be performed only where included in the Quote or agreed during the move and where it can be performed reasonably and safely.

16.2 JD Movers does not perform work requiring a licensed electrician, plumber, gas fitter or other licensed trade unless the work is separately provided by a properly licensed person.

16.3 JD Movers will not disconnect or reconnect fixed electrical, plumbing or gas connections unless lawfully authorised and expressly agreed in writing.

17. Safety and right to pause work

17.1 JD Movers may refuse, pause or change the method of work where access, weather, Goods, instructions, equipment or site conditions create an unreasonable health, safety, legal or property risk.

17.2 Where reasonably possible, JD Movers will explain the concern and give the Customer a reasonable opportunity to remove or reduce the risk.

17.3 The parties may agree to additional equipment, personnel, preparation or a different service date. Any additional charge must comply with clause 7.

17.4 This clause does not permit JD Movers to avoid its obligation to provide the Services with due care and skill.

18. Care, loss and damage

18.1 JD Movers will provide the Services with due care and skill and take reasonable steps to avoid causing loss or damage.

18.2 JD Movers is not responsible for loss or damage to the extent it is caused by:

an act or omission of the Customer or another person outside JD Movers’ control;

inadequate Customer packing;

a pre-existing defect or pre-existing damage;

inherent fragility, deterioration or defect in the Goods;

an unsafe Customer instruction that JD Movers could not reasonably have identified as unsafe; or

a circumstance beyond JD Movers’ reasonable control that could not reasonably have been prevented or reduced.

18.3 Clause 18.2 does not apply to the extent JD Movers caused or contributed to the loss or damage, failed to use due care and skill, or cannot lawfully exclude responsibility.

18.4 Nothing in these Terms imposes a monetary cap on a remedy available under the Australian Consumer Law.

19. Notification and investigation of damage

19.1 The Customer should inspect the Goods and property before the crew leaves where reasonably practicable and notify JD Movers of visible loss or damage promptly.

19.2 A claim should be submitted in writing to [email protected] as soon as reasonably practicable and include available photographs, a description of the issue and available proof of ownership, condition or value.

19.3 Early notification assists investigation, but this clause is not a contractual limitation period and does not remove or reduce any right under the Australian Consumer Law.

19.4 The Customer should give JD Movers a reasonable opportunity to inspect the Goods or property before non-urgent repair or disposal. The Customer may take reasonable urgent action necessary for safety or to prevent further loss, provided available evidence is preserved where reasonably practicable.

19.5 Both parties must take reasonable steps to prevent avoidable further loss after an incident.

20. Claims and remedies

20.1 JD Movers will consider a claim using the available evidence and will communicate the outcome as soon as reasonably practicable.

20.2 Any proposed inspection, repair, replacement, repeat service, refund or compensation will be determined in accordance with the contract and applicable law.

20.3 Nothing in this claims procedure requires the Customer to give up a right or remedy available under the Australian Consumer Law.

21. Insurance

21.1 JD Movers holds current Public & Products Liability insurance and Goods in Transit – Insured Perils insurance. Current certificate summaries and downloadable Certificates of Currency are available at https://www.jdmovers.com.au/terms-and-insurance/.

21.2 Subject to the applicable policy terms, the Goods in Transit – Insured Perils policy covers loss of or damage to Goods carried as part of a house-to-house removal when caused by an insured peril. Cover is Australia-wide up to the limit stated in the current Certificate of Currency. It does not apply to an event, item or amount outside the policy’s insured perils, conditions, limits or exclusions.

21.3 Public & Products Liability insurance applies separately to covered liability claims up to the applicable policy limit. It is not a blanket goods policy and does not itself provide comprehensive cover for all Goods while they are in JD Movers’ physical or legal control.

21.4 If an incident may fall within either policy, the Customer should notify JD Movers promptly and provide reasonably available information and evidence. JD Movers will reasonably assist with notification and assessment, but whether an insurer accepts a claim is determined under the applicable policy.

21.5 The Customer should arrange additional contents or transit insurance if the value of the Goods exceeds the applicable limit, if the Customer requires broader cover, or for valuable, fragile or irreplaceable Goods or risks that may fall outside the insured perils.

21.6 Insurance arrangements do not limit JD Movers’ liability or the Customer’s rights where liability or rights cannot lawfully be limited.

22. Privacy and photographs

22.1 JD Movers may collect and use Customer information reasonably necessary for quotations, booking, service delivery, communication, billing, payment verification, safety, claims, legal compliance and record keeping.

22.2 JD Movers may disclose relevant information to workers, professional advisers, payment providers, technology providers, insurers or other service providers where reasonably necessary for those purposes or as required by law.

22.3 JD Movers may photograph Goods, access conditions or visible pre-existing damage where reasonably necessary for planning, safety, service records or claim investigation. Photographs will not be used for marketing without separate consent.

22.4 JD Movers will take reasonable steps to protect personal information and operational photographs and will not retain them for longer than reasonably required for the relevant purpose and legal obligations.

22.5 Further information about access, correction, complaints and information handling is available by contacting [email protected].

23. Complaints and dispute resolution

23.1 A Customer may raise a complaint by emailing [email protected] or calling 0406 186 825.

23.2 JD Movers will consider the complaint in good faith, request any reasonably necessary information and seek to resolve it as soon as reasonably practicable.

23.3 If the dispute is not resolved directly, either party may seek independent advice or use any court, tribunal, regulator or dispute-resolution process available to them. Nothing in these Terms restricts those rights.

24. Australian Consumer Law

24.1 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 with us; and

to a refund for the unused portion, or to compensation for its reduced value.

24.2 You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

24.3 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 of the contract.

24.4 Nothing in the Quote or these Terms excludes, restricts or modifies a consumer guarantee, right or remedy where doing so would be unlawful.

25. Governing law and general provisions

25.1 These Terms are governed by the laws of Victoria, Australia. This does not restrict a Customer from relying on any law or forum that applies despite this clause.

25.2 If a provision is unlawful or unenforceable, it will be read down to the minimum extent necessary or severed. The remaining provisions continue to operate.

25.3 A failure or delay in enforcing a right does not waive that right.

25.4 Notices relating to the booking may be sent using the email address or other contact details recorded in the Quote. The Customer must notify JD Movers if those details change.