Terms and Conditions

These Terms and Conditions apply to services supplied by ROUTEONE PTY LTD ("RouteOne", "we", "us" or "our"). "You" means the customer who books our services or an authorised person acting for that customer.

These Terms, together with your accepted quotation and booking confirmation, describe the services we will provide, the agreed charges and each party's responsibilities. Any additional service-specific agreement must be provided before you accept the relevant service. A specifically agreed written term takes priority over an inconsistent general term, subject always to rights that cannot lawfully be excluded.

Nothing in these Terms excludes, restricts or changes any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

We will make these Terms available before you accept a booking. You accept them when, after receiving them or having a reasonable opportunity to read them, you accept our quotation, pay the requested deposit or instruct us to proceed.

A booking is confirmed when we confirm acceptance and the agreed arrangements in writing, including by email or through our booking system, and any deposit expressly required to secure the booking has been paid, unless we agree otherwise. An enquiry or request for a quotation does not, by itself, reserve a date, vehicle or team.

Please check the booking details and promptly tell us about any errors or changes. A person booking on behalf of another person or business must have authority to do so.

We provide only the services agreed for your booking. Depending on that agreement, these may include local or interstate removals, transport and delivery, packing or unpacking, loading and unloading, and related services.

Storage, packing materials, cleaning, furniture assembly or handyman work are included only when expressly agreed. Work requiring a particular licence or specialist qualification must be separately agreed and performed by an appropriately qualified person.

Your booking confirmation will identify the relevant service, collection and delivery locations, date or service window, and any material inclusions or exclusions.

We may use suitable employees or subcontractors to perform our services. Where you contract with RouteOne, using a subcontractor does not remove our responsibilities to you. If we only introduce a separate provider with whom you will contract directly, we will explain that arrangement before you accept it.

Unless a different validity period is stated in writing, a quotation or estimate is valid for 30 days from its issue date. Availability must still be confirmed when you book.

A fixed-price quotation covers the agreed inventory, scope, locations and access conditions. An estimate is an indication of likely cost, based on the information available, and is not a fixed price. We will make clear which pricing basis applies before you book.

Please give accurate information about the goods, their approximate volume, stairs, lifts, parking, carrying distances, restricted access and any unusual handling requirements. Tell us promptly if these details change.

All amounts are in Australian dollars. Consumer-facing prices include GST and any unavoidable charges that can reasonably be calculated in advance. A business quotation that states a price excluding GST will separately identify the GST and total payable.

For hourly bookings, we will disclose the rate, any minimum booking period, billing increments and when chargeable time starts and ends. Travel, call-out, toll, parking, access, materials or other charges apply only where disclosed and agreed before they are incurred.

Waiting time caused by goods not being ready, unavailable access or another customer-controlled issue may be charged at the agreed rate if that charging basis was disclosed before booking. We do not charge you for time lost solely because of our preventable operational errors.

If the requested work changes or an unexpected condition affects the price, we will explain the change and seek your agreement before performing additional chargeable work. A fixed price will not increase merely because the agreed work takes us longer than expected.

If an immediate safety issue prevents advance discussion, we may pause work or take reasonable steps to protect people and property. That does not give us an unrestricted right to add charges. Any proposed additional work and price must be agreed before that work proceeds.

Please:

• Ensure you own the goods or have authority from their owner to arrange the service.
• Provide accurate addresses, contact details, inventories and access instructions.
• Arrange lawful parking, building access and lift reservations where these are your responsibility, and tell us about any permits or restrictions.
• Have goods packed and ready at the agreed time unless packing is included.
• Use suitable packaging for items you pack yourself and identify fragile, unusually valuable, heavy or delicate items before booking.
• Arrange for appliances to be emptied and safely disconnected, and for any required specialist work to be completed before collection.
• Keep children and pets safely away from working areas and provide a reasonably safe environment.
• Have an authorised person available to give instructions, identify the goods and confirm delivery.

We will raise concerns about unsuitable packing or unsafe access when reasonably apparent. We may decline a particular task until a safe, suitable method is agreed.

We do not accept illegal goods. Dangerous substances, firearms, explosives, flammable materials and other regulated goods will not be carried unless we expressly agree in writing and all legal and safety requirements can be met.

Please keep cash, jewellery, important personal documents, medicines and other small irreplaceable items with you. Their transport requires a separate written agreement. Live animals, perishables, oversized items and goods requiring specialist equipment are also subject to prior agreement.

Please tell us before booking about fragile finishes, structural weaknesses, pre-existing damage or items that require dismantling or special protection. Disclosure helps us plan the work; it does not relieve us of our obligation to exercise reasonable care.

We will use reasonable efforts to meet agreed collection and delivery times. We will make clear whether a time is a confirmed appointment or an estimated arrival window.

Traffic, weather, road closures, access problems and other events may affect timing. We will notify you of a material delay as soon as reasonably practicable and discuss available arrangements.

If we cannot provide the service within an agreed essential timeframe or a reasonable time, we will discuss rescheduling, cancellation and any refund or other remedy available to you. A delay outside our control does not automatically remove your statutory rights.

Hourly-rate bookings require a deposit equal to the first hour of work at the quoted hourly rate for the booked team and vehicle. The deposit is an advance payment towards the final service charge, not an additional fee. Any minimum booking period is disclosed separately.

Fixed-price bookings require a deposit of 50% of the agreed fixed price. The remaining 50% is payable when the truck arrives at the agreed unloading location and before unloading begins. Any agreed price variation must be separately identified and its payment timing agreed.

For hourly-rate bookings, the remaining balance, after crediting the deposit, is payable immediately upon completion of the service and before the team leaves, unless another arrangement is agreed in writing.

The deposit due date and available payment methods will be disclosed before you book. We will provide an invoice or receipt identifying the charges and payments received.

Where payment is due before unloading, we may reasonably pause unloading while an undisputed amount remains unpaid, after explaining the amount due and giving you a reasonable opportunity to pay. This does not create a general right to seize, sell or dispose of your goods or remove your rights under applicable law.

Payment before unloading is not confirmation that the goods are undamaged and does not waive any inspection, claim or remedy available under applicable law.

If you believe an invoice is incorrect, please tell us promptly and explain the disputed amount. We will review the issue. Undisputed amounts remain payable, subject to any rights you have under applicable law.

We may seek payment of overdue amounts after giving written notice and a reasonable opportunity to respond. Any recovery costs claimed must be reasonable and lawfully recoverable. We do not impose undisclosed penalties or charge payment surcharges prohibited by law or applicable payment-network rules.

Please contact us as soon as possible if you need to cancel or change a booking. The notice period is measured from the agreed service start time, using the local time at the collection location.

If you cancel or request rescheduling at least 24 hours before the agreed start time, no cancellation or rescheduling fee applies. For cancellation, we will refund your deposit. Rescheduling is subject to availability; any change in scope or price must be agreed before the replacement booking is confirmed.

For a customer cancellation with less than 24 hours' notice, the deposit will be applied towards the cancellation charge. We may retain the full deposit where it is reasonably justified by the unavoidable costs and losses resulting from the cancellation, including the reservation of the team and vehicle and the resulting lost booking opportunity.

Retention is limited to an amount that is reasonably necessary to protect our legitimate interests and is permitted by law. We will take account of costs avoided and any replacement booking, explain the calculation on request and refund any excess. The cancellation charge will not exceed the deposit agreed for the booking.

For rescheduling with less than 24 hours' notice, we will explain any reasonable costs caused by the change before you accept a replacement booking. Any charge is subject to the same limits and will not duplicate an amount already recovered. Any remaining deposit credit is applied to the replacement booking.

These provisions do not limit any right to cancel or receive a refund under applicable law, including where we fail to provide the agreed service.

We may need to change or cancel a booking if we cannot safely or lawfully perform it, or if an unforeseen event beyond our reasonable control materially prevents performance despite reasonable steps to avoid or overcome its effects. We will notify you promptly, explain the reason and consider reasonable alternatives with you.

If we cancel for a reason not caused by your breach, we will refund amounts paid for services not provided, including the applicable deposit. You are not required to accept a replacement date or a credit instead of a refund to which you are entitled. Other rights and remedies under applicable law remain available.

If inaccurate information or an unsafe condition prevents completion, we will discuss a practical solution. Any amount payable for work already properly performed or costs caused by the issue must be reasonable, explained and consistent with these Terms and applicable law.

Storage requires a separate written agreement identifying the facility or provider, storage period, charges, access arrangements, prohibited goods, termination process and relevant insurance arrangements.

Self-storage and storage in our custody may have different responsibilities and access rules. We will identify the applicable arrangement before you commit. These Terms do not create a general right to seize, sell or dispose of your goods.

Additional services, including cleaning or handyman work, must have an agreed scope and price. Any specific conditions must be provided before booking and remain subject to rights that cannot be excluded.

We will exercise reasonable care and skill when handling goods and working at your premises. Ownership of the goods does not transfer to us as a result of the service.

Where loss or damage is caused by inadequate customer packing, a pre-existing defect, inaccurate instructions or another matter outside our responsibility, liability will be assessed according to the actual cause and applicable law. We do not exclude liability to the extent our acts, omissions or lack of reasonable care contributed to the damage.

Customer-packed boxes, delicate items and furniture with existing weaknesses are not automatically excluded from all claims. Equally, the occurrence of damage does not, by itself, establish that we caused it or are legally responsible for it.

You must arrange for yourself or an authorised representative to inspect the delivered goods and accessible areas with our team before the team leaves, so far as reasonably practicable. Any visible loss or damage must be identified immediately and recorded on the delivery report, with photographs where practicable. We will provide a reasonable opportunity for this inspection.

Please ensure any delivery or completion record accurately states what was inspected and any concerns raised. If an inspection is declined or cannot be completed, that fact may be recorded. Signing the record confirms the observations recorded; it is not a general waiver of legal rights.

A claim first reported after departure is not automatically accepted. We will assess the available evidence, including collection and delivery records, photographs, the timing of the report and any subsequent handling of the goods. We may request reasonable supporting information and reject a claim where the evidence does not establish our responsibility, giving reasons for that decision.

We are not responsible for damage caused after delivery by you or another person, or for pre-existing damage, except to the extent our services caused or contributed to the loss. An allegation that damage was discovered after the move does not, by itself, establish that RouteOne caused it.

If loss or damage was not reasonably apparent during inspection, notify us as soon as reasonably practicable after discovery. Provide your booking details, a description, relevant photographs and available information about the item's condition and value. Preserve affected items and packaging where reasonably practicable, without compromising safety or a legal duty to minimise loss.

This inspection procedure does not impose a deadline on rights or remedies that cannot lawfully be restricted. Failure to report damage before departure does not automatically extinguish those rights. Where we are responsible, we will provide an appropriate remedy required by applicable law.

RouteOne maintains Australia-wide insurance with the following coverage limits:

• Goods in Transit insurance: up to A$100,000.
• Public Liability insurance: up to A$20,000,000.

Cover is subject to the applicable policies, including the insured activities, scope of cover, conditions, exclusions and excess. These limits are not a guarantee that every item or every type of loss is insured. You may request relevant certificates of currency and information about the cover before booking.

Public liability insurance is not the same as comprehensive insurance for your belongings. Our insurance does not, by itself, create a separate policy in your name. You may wish to check your existing insurance or obtain independent advice about additional transit or storage cover, particularly for high-value goods.

An insurer's decision, policy exclusion or insurance limit does not determine or reduce any legal responsibility we otherwise have to you.

Where applicable, the Australian Consumer Law provides guarantees concerning the care and skill used in providing services, their suitability for an agreed purpose and their provision within a reasonable time. Available remedies depend on the circumstances and cannot be removed by these Terms.

We are responsible for loss or damage to the extent required by applicable law, including where caused by our breach of contract or negligence. We do not impose a blanket exclusion of reasonably foreseeable loss or an arbitrary compensation limit.

For commercial transport or storage, the applicable legal rules may differ from those for household removals. We will not treat that distinction as removing obligations that continue to apply to the particular booking.

Please contact sales@routeone.au or 02 6171 1521 with your booking reference and the outcome you are seeking. We will investigate and aim to provide a substantive response within 30 days. If more time is needed, we will explain the delay and provide an update.

You may seek assistance from the relevant consumer protection agency or pursue an available court or tribunal process. Contacting us first is encouraged, but is not a condition that removes your legal rights or prevents urgent action.

Our Privacy Policy explains how we handle personal information associated with enquiries, bookings and services. Acceptance of these Terms is not blanket consent to unrelated marketing or other uses of personal information.

We may update these Terms for future bookings. The version provided when your booking is accepted applies to that booking unless a change is mutually agreed or required by law. Publishing an updated version on our website does not, by itself, change an existing contract.

These Terms are governed by the laws of the Australian Capital Territory and applicable Commonwealth legislation. This does not exclude mandatory protections in another state or territory or restrict any forum you are legally entitled to use.

If a provision is unlawful or unenforceable, it applies only to the extent permitted by law. The remaining provisions continue to apply where they can operate independently.