Frequently Asked Questions



💲 Pricing, Rates & Payments

How much does a move cost?
Moves begin with a 2-hour minimum and then continue at discounted half-hourly rates based on truck size.
Do you offer fixed-price moves?
Yes, fixed-price options are available for interstate, long-distance and full-home relocations.
Is GST included in your pricing?
Yes, all pricing includes GST.
Do you charge callout fees?
No, callout fees are not charged for Sydney metro service areas.
Do you charge fuel fees?
No fuel fees apply for standard Sydney moves.
Do you charge for travel time?
No, travel between pickup and drop-off locations is included in the hourly rate.
Do you charge extra on weekends?
No, the same rates apply seven days a week.
Do you charge more on public holidays?
No, standard pricing applies unless otherwise stated.
Are there extra fees for stairs?
Standard stairs do not incur extra fees; complex or long stair access may require additional movers.
Do you charge extra for long walking distances?
Long access is generally included; only unsafe or extreme distances may require adjustments.
Do you charge for furniture assembly?
No, assembly and disassembly of furniture are included in your hourly rate.
Do you charge toll fees?
Tolls are only charged if the customer chooses toll roads to reduce travel time.
Do I need to pay upfront?
No upfront payment is required; payment is made after your move is completed.
What payment methods do you accept?
We accept major debit and credit cards, as well as digital payment options.
Do you accept cash?
No, we only accept electronic payments for security and tracking.
Do you charge extra for heavy items?
Standard heavy items are included; unusually heavy or oversized items may require additional movers.
Is insurance included in the price?
Yes, public liability and transit insurance are included with every move.
Is shrink wrap included?
Yes, shrink wrapping is included for protecting furniture.
Do you provide free moving boxes?
Yes, moving boxes and cartons are available for free use during your move.
Do you offer price matching?
Yes, we price match comparable written removalist quotes.



🚚 Trucks, Movers & Equipment

How many movers arrive with the truck?
Two movers arrive with every truck as standard, with the option to upgrade to three movers.
What size truck do I need?
2–3T trucks suit small moves, 4–6T trucks suit medium homes, and 8–10T trucks suit large homes or offices.
Do your trucks have hydraulic tail lifts?
Yes, all large trucks are fitted with hydraulic tail lifts for heavy or bulky items.
Are your trucks fully enclosed?
Yes, all trucks are enclosed and fully weather-protected.
Do your trucks carry moving equipment?
Yes, trucks carry trolleys, dollies, straps, padded blankets, shrink wrap and tools.
Do you provide tools?
Yes, movers carry full toolkits for furniture disassembly and reassembly.
Do you offer shrink wrapping?
Yes, shrink wrap is included free for furniture protection.
Do you provide mattress protection?
Yes, free mattress covers are supplied for all moves.
Do your trucks have GPS?
Yes, all trucks are equipped with GPS tracking.
Can I request a bigger truck?
Yes, upgrades are available if requested before your moving day.
Can I downgrade to a smaller truck?
Yes, downgrades are available depending on vehicle availability.
Do you supply ramps for loading?
Yes, trucks are equipped with ramps or lifts depending on the truck size.
Do you offer vans for small moves?
Yes, 1T vans are available for light pickups and deliveries.
How do you secure items inside the truck?
Furniture is strapped, wrapped and padded to prevent movement in transit.
Do your movers carry protective gear?
Yes, movers use gloves, back-support belts, and safety equipment as required.
Do your movers wear uniforms?
Yes, movers are uniformed for easy identification and professionalism.
Can you provide additional movers?
Yes, additional movers can be requested for faster completion of larger moves.
Do your trucks have moving blankets?
Yes, all trucks carry padded moving blankets for full furniture protection.
Do you provide straps for securing furniture?
Yes, heavy-duty straps and tie-downs are provided.
Do you provide dollies and trolleys?
Yes, standard equipment includes dollies and upright trolleys.



📅 Booking & Scheduling

How far in advance should I book?
Booking one to two weeks in advance ensures the best availability.
Do you accept same-day bookings?
Yes, same-day bookings are available when trucks and movers are free.
Can I choose the exact arrival time?
Yes, you can select morning or afternoon arrival windows when booking.
Do you send arrival notifications?
Yes, customers receive a call and SMS notification when the truck is on the way.
Can I reschedule my booking?
Yes, bookings can be rescheduled with reasonable notice.
Can I cancel my booking?
Yes, cancellations are accepted with notice before your scheduled move time.
Do you operate 7 days a week?
Yes, we operate seven days a week including weekends.
Do you operate on public holidays?
Yes, public holiday moves are available at the same standard rates.
Do you offer after-hours or night moves?
Yes, after-hours and nighttime moves can be arranged for residential or commercial jobs.
How early do you start moves?
Most moves start between 7am and 8am depending on schedule.
Do you offer afternoon arrival times?
Yes, afternoon time slots are available daily.
Can I book multiple trucks?
Yes, larger moves can be completed using multiple trucks or teams.
Do you provide time estimates for moves?
Yes, estimated durations are provided based on home size and access.
Can I book without knowing my exact moving date?
Yes, tentative bookings can be held until the date is confirmed.
Do you book loading docks for high-rise moves?
Customers must book loading docks, but we assist with required timing and documentation.
Can I get a reminder before moving day?
Yes, reminders are sent automatically before your appointment.
Do you need exact addresses when booking?
Exact addresses help us determine access and timing.
Can I add an extra pickup or drop-off stop?
Yes, extra stops can be added before or during the move.
Can I book online?
Yes, online booking is available with instant confirmation.



📦 Packing, Wrapping & Preparation

Do you offer packing services?
Yes, full and partial packing services are available for all move types.
Do you offer unpacking services?
Yes, unpacking services can be arranged on request.
Do I need to empty drawers before moving?
Light clothing may remain in drawers, but heavy or fragile items must be removed.
Do you wrap all furniture?
Yes, all furniture is wrapped using padded blankets and shrink wrap at no extra cost.
Do you provide mattress protection?
Yes, free mattress covers are provided for all moves.
Can you disassemble furniture?
Yes, movers carry full toolkits for disassembly and reassembly of standard furniture.
Can you reassemble furniture at the new home?
Yes, reassembly is included as part of the moving service.
Do you supply moving boxes?
Yes, moving boxes and cartons are available for free use during your move.
Do I need to disconnect appliances before moving?
Fridges must be emptied; we can disconnect washing machines when required.
Do you move pot plants?
Yes, we move pot plants as long as they are manageable and safe to transport.
Do you move aquariums?
Yes, empty and dry aquariums can be transported safely.
Can you move BBQs?
Yes, BBQs can be moved, but gas bottles must be transported separately.
Do you move artwork and paintings?
Yes, artwork is wrapped and padded for full protection.
Do you move fragile items?
Yes, fragile items are handled with care and securely wrapped.
Do you provide bubble wrap?
Yes, bubble wrap can be provided for delicate or fragile items.
Do I need to prepare items before movers arrive?
We recommend having small items boxed and pathways clear for fastest results.
Can you pack my whole home?
Yes, full home packing services are available for an additional fee.
Can you pack kitchen items?
Yes, kitchen packing is available including fragile dishware and glasses.
Can I pack my own items?
Yes, you may pack your own items using your own boxes or ours.
Do you label boxes during packing?
Yes, all packed boxes are clearly labelled for easy unloading.



🛋️ Items We Can Move

Do you move sofas and lounges?
Yes, we move all types of sofas including modular, recliner and oversized lounges.
Do you move beds?
Yes, we move all bed sizes including king frames, ensembles and bunk beds.
Do you move fridges?
Yes, we transport all fridge types including double-door and French-door models.
Do you move washing machines?
Yes, washing machines are disconnected, transported and positioned at your new home.
Do you move pianos?
Yes, upright pianos can be moved safely; grand pianos require specialist movers.
Do you move pool tables?
Yes, non-slate tables can be moved; slate tables may require dismantling by specialists.
Do you move safes?
Yes, depending on weight, location and access conditions.
Do you move gym equipment?
Yes, treadmills, weights, racks and gym machines are regularly moved.
Do you move glass cabinets?
Yes, glass cabinets are wrapped, padded and transported securely.
Do you move mirrors?
Yes, mirrors are wrapped and handled as fragile items.
Do you move commercial equipment?
Yes, retail, office, industrial and warehouse equipment can be moved.
Do you move outdoor furniture?
Yes, outdoor tables, chairs and patio items can be transported.
Do you move rugs?
Yes, all types of rugs can be rolled and transported.
Do you move large appliances?
Yes, large appliances including ovens and freezers can be moved depending on access.
Do you move office furniture?
Yes, desks, chairs, cabinets and workstations are regularly transported.
Do you move antiques?
Yes, antiques are wrapped and transported with additional protection.
Do you move electronics like TVs?
Yes, TVs and electronics are wrapped and padded securely before transport.
Are there items you cannot move?
We cannot move hazardous items such as fuel, gas cylinders, chemicals or explosives.



🛡️ Insurance, Safety & Protection

Is my move insured?
Yes, all moves include public liability and transit insurance for your belongings.
Are your movers insured?
Yes, movers are covered under workers compensation and liability policies.
Do you cover damage to my furniture?
Yes, accidental damage caused during the move is covered.
Do you protect floors and walls?
Yes, protective materials such as blankets and floor runners are used when needed.
How do you protect my furniture during the move?
Furniture is wrapped using padded blankets and shrink wrap at no extra charge.
What happens if something gets damaged?
We follow a simple claims process to assess, repair or replace items when appropriate.
Do you offer insurance for contents in transit?
Yes, goods in transit are insured while being transported in our vehicles.
Can I get a certificate of currency for my building?
Yes, a certificate of currency can be provided upon request for strata or building management.
Are fragile items covered?
Yes, fragile items are covered when properly wrapped and handled by our team.
Is my move insured in bad weather?
Yes, insurance applies in all weather conditions unless conditions are unsafe.



🚚 On Moving Day

What time will the movers arrive?
Movers arrive within an allocated morning or afternoon window and will notify you when en route.
How long will my move take?
The duration depends on access, items, and distance. Estimates are provided before moving day.
Do movers take breaks?
Yes, but break time is not charged to the customer.
Do I need to be present?
Yes, someone must be present to provide access and confirm item placement.
Will you shrink wrap my items?
Yes, shrink wrap is included for delicate or high-risk items.
Do you work in the rain?
Yes, moves continue in rainy conditions with extra precautions.
Do you work during storms?
Yes, unless conditions are unsafe.
Can you move multiple pickup locations?
Yes, extra stops can be added before or during the move.
Can you deliver to multiple drop-off locations?
Yes, we can deliver to multiple locations during one job.
Do you move high-rise apartments?
Yes, including lift procedures, waiting times and building rules.
Do you remove doors if needed?
Yes, doors can be removed temporarily to improve access when safe.
Can I ride in the moving truck?
No, customers cannot travel in the truck due to insurance restrictions.
What if movers accidentally damage something?
Accidental damage is handled under our insurance and claims process.
Can I add extra items on the day?
Yes, provided there is space and enough time.



🌏 Service Areas & Distance Moves

What areas do you service?
We service all of Sydney including Inner West, Eastern Suburbs, Northern Beaches, North Shore, Hills District, Sutherland Shire, Western Sydney and surrounding regions.
Do you offer long-distance moves?
Yes, long-distance and regional NSW moves are available.
Do you offer interstate moves?
Yes — including NSW to QLD, VIC, ACT and SA.
Do you charge extra for distance?
Long-distance moves may include additional travel time or a fixed long-haul price.
Do you move between storage facilities?
Yes, we relocate items to and from all storage facilities.
Do you offer multi-stop moves?
Yes, additional pickup or drop-off locations can be added.



⚙️ Specialised & Commercial Moves

Do you offer office relocations?
Yes, we provide complete office relocation services including desks, workstations and equipment.
Do you move warehouse or industrial equipment?
Yes, including shelving, machinery, pallets and commercial equipment where safe.
Do you relocate gym or fitness centres?
Yes — treadmills, weights, racks and large gym machines.
Do you move shop fittings or retail stores?
Yes, including fixtures, shelving and point-of-sale equipment.
Do you move servers or IT equipment?
Yes — servers, electronics and sensitive IT equipment.
Do you provide multi-truck commercial moves?
Yes, large jobs can be completed using multiple trucks and teams.
Can you dismantle and reassemble office workstations?
Yes, assembly and disassembly are included.



📜 Policies, Restrictions & Requirements

Are there items you cannot move?
We cannot move:

  • Flammable or explosive materials
  • Gas bottles (full or empty)
  • Hazardous chemicals
  • Fuel or contaminated parts
  • Bulk aerosols
  • Illegal items
Do you move pets or animals?
No — pets cannot be transported in the moving truck.
Do you need parking availability?
Yes, customers must provide safe, legal and accessible parking instructions.
Do you need clear access?
Yes — pathways and doorways must be clear for safety and efficiency.
Do you require elevator access?
Yes, lifts must be booked in advance where required by building management.
Do you move items through windows or balconies?
No — balcony or window lifting is not permitted.
Do loose items need to be boxed?
Yes, loose items must be boxed to ensure safe and efficient moving.
Do you disconnect or reconnect appliances?
Movers can disconnect simple appliances like washing machines.
Licensed work (gas/electrical) is not permitted.
Do movers refuse unsafe items?
Yes, movers may refuse items that pose extreme weight or safety risks.



⛔ Prohibited Items

Items we cannot move or carry
  • Flammable liquids or gases
  • Chemicals or hazardous materials
  • Explosives
  • Fuel, oil or greasy mechanical parts
  • Perishable or leaking items
  • Infested, mouldy or biohazard materials
  • Illegal items



ℹ️ Important Information

Important notes you should know
  • Access through tight or restricted areas cannot be guaranteed.
  • No insurance for second-hand or pre-damaged furniture.
  • Some moves may require multiple trips depending on access.
  • Customers cannot travel in the truck.
  • No electrical or plumbing work is permitted.
  • No wall mounting or fixture removal.



🧑‍💼 Customer Responsibilities

What are my responsibilities before movers arrive?
  • Ensure parking is available or provide instructions.
  • Have all small loose items boxed and sealed.
  • Confirm building or lift bookings if required.
  • Ensure clear pathways for safe access.
  • Notify us of unusual items (pianos, safes, marble, oversized items).
Do I need to supervise the move?
Yes — a responsible adult must be present to give access and confirm item placement.
What if I am late or not home?
Delays in access may result in additional waiting time being charged.



📦 Packing, Boxing & Preparation

Do loose items need to be boxed?
Yes — all loose items must be boxed.
Unboxed loose items slow down the move and may not be covered by insurance.
Do you pack for me?
Yes — full packing and unpacking services are available on request.
Do drawers need to be emptied?
  • Light clothing may remain inside.
  • Heavy, fragile or loose items must be removed.
Can you disconnect appliances?
Movers can disconnect simple appliances like washing machines.
Licensed work (gas/electric) must be done by professionals.



🚚 Access Requirements

What access conditions should I consider?
Access impacts the time and number of movers required.
Common factors include:

  • Narrow hallways or tight staircases
  • Steep driveways
  • Long walking distances
  • Lift height or booking rules
  • Low carpark clearance
Do you need access for large trucks?
Yes — appropriate parking space is required.
If access is restricted, movers will use trolleys and equipment from a further distance.
What if access is unsafe?
Movers may request extra staff or equipment for safety, or decline unsafe tasks.



⏳ Timing, Arrival Windows & Delays

What is the arrival window?
A 3-hour arrival window applies for all bookings unless otherwise arranged.
What causes delays?
Delays may occur due to:

  • Traffic or road closures
  • Extended previous jobs
  • Weather conditions
  • Unexpected access issues

Movers always notify customers when en route.

Do movers take breaks?
Yes — but break time is not charged.
Can moves run overtime?
Yes — the duration depends on job size, access and number of items.



🛡️ Liability, Damage & Insurance

What is covered by insurance?
  • Goods in Transit: up to $100,000
  • Public Liability: up to $20,000,000

Coverage applies only during transport inside the truck.

Are self-packed items covered?
Self-packed items may not be covered unless packed to a safe standard.
Do you cover pre-existing damage?
No — pre-damaged or second-hand items are excluded from coverage.
What if something is damaged?
A simple claims process is followed; claims must be lodged within 24 hours.



💳 Billing, Charges & Payment Rules

When do I pay?
  • The minimum charge is due by 5pm the day prior.
  • Additional time is payable at completion.
  • No upfront payment required for hourly services beyond the minimum.
What payment methods do you accept?
Visa, MasterCard, Amex, Diners
No cash accepted.
Do tolls cost extra?
Yes — a flat $20 per tollgate entry applies when toll roads are used.
Do you charge for travel?
Sydney Metro moves have no travel or fuel charges.
Outside-free-zone moves incur travel time and a 10% fuel levy.
Is there a surcharge for stairs or long access?
A $50 per person Fatigue Allowance may apply for:

  • Multiple stair flights
  • Steep or unsafe access
  • Long carries



📅 What to Expect on Moving Day

What happens before the movers arrive?
  • You will receive an SMS and/or phone call when the team is en route.
  • You will be notified if there are any traffic or job delays.
  • Your arrival window remains the same even if the earlier team finishes ahead of time.
How will I know the truck is coming?
Movers call and send an SMS notification when heading to your location.
This gives you time to prepare access, parking and entry.
What should be ready when movers arrive?
  • Your parking arrangements must be confirmed.
  • Loose items should be boxed and sealed.
  • Walkways and doorways should be clear.
  • Pets should be secured for safety.
  • Fragile or special-care items should be identified to movers.
What do movers do first upon arrival?
Movers will:

  • Walk through the property with you.
  • Assess access points, stairs, and elevator requirements.
  • Plan the order of loading items safely and efficiently.
  • Prepare protective blankets, straps, and shrink wrap where required.



🚛 Handling, Loading & Item Protection

How do movers protect my furniture?
Your furniture is protected using:

  • Padded moving blankets
  • Shrink wrap for delicate or high-risk items
  • Mattress covers for all bedding
  • Straps and load-securing equipment inside the truck

These services are included free of charge.

How are fragile items handled?
Fragile items are wrapped carefully and loaded separately from heavy furniture.
Special attention is given to:

  • Glass cabinets
  • Mirrors
  • Artwork
  • Televisions
How do movers load the truck?
Movers use professional loading techniques:

  • Heaviest items loaded first for stability
  • Blankets and padding placed between items
  • Straps used to secure furniture upright
  • Delicate items positioned safely to prevent movement
Do movers disassemble furniture?
Yes — standard assembly and disassembly are included.
Tools are carried on all trucks at all times.
Do movers reassemble items at the new location?
Yes, reassembly is included as part of your hourly rate.
Just show the team where items should be placed.



🔄 During the Move

Do movers take breaks?
Yes, but break time is not charged to the customer.
Charged time is only for active moving.
Can movers work in the rain?
Yes — moves continue in wet weather with extra protective precautions.
Only extreme or unsafe weather may cause delays.
Can movers work at night or after hours?
Yes — after-hours services are available upon request, subject to team availability.
Can I add extra items during the move?
Yes — additional items can be moved if:

  • There is truck space
  • There is enough time left in the booking

Extra time is charged at the standard half-hour rate.

Can I change the destination address mid-move?
Yes — alternate or additional drop-off locations can be added.
Travel between locations is included in the hourly rate.



🏡 At the New Location

Do movers place items where I want them?
Yes — movers will position furniture in the exact rooms and locations you choose.
Do movers reconnect appliances?
Movers can reconnect simple appliances like washing machines.
Licensed electrical or plumbing work must be done professionally.
Do movers unwrap furniture?
Yes — furniture is unwrapped and positioned as required.
Do movers remove packing materials?
Shrink wrap and used materials can be removed upon request.
Cardboard and rubbish removal is not included unless pre-arranged.



💳 Completion & Final Payment

When do I pay for my move?
Payment for additional time is made at the end of the move.
Minimum charge must be paid by 5pm the day prior.
What payment methods do you accept?
We accept:

  • Visa
  • MasterCard
  • Amex
  • Diners Club

No cash accepted.

Do I receive a receipt?
Yes — a digital receipt is sent automatically after payment is processed.
Can the team wait while I arrange payment?
Waiting time is billable at the standard rate.
Please ensure your card is ready when the move is complete.



📦 Packing, Fragile Items & Preparation Rules

Do I need to pack everything before movers arrive?
Yes — all loose items must be packed into sealed boxes.
Unpacked items slow the move and increase the total time charged.
What items must be boxed?
All loose household items must be boxed, including:

  • Kitchen items (plates, glasses, cookware)
  • Bathroom products
  • Books, decor and small appliances
  • Electronics, toys and personal items

Movers cannot transport loose, fragile or unboxed items.

What boxes should I use?
We recommend:

  • Standard moving cartons
  • Strong double-wall boxes for heavy items
  • Wardrobe boxes for hanging clothes (optional)

Weak, damaged or overloaded boxes may not be safe to move.

Is there a weight limit for boxes?
Yes — each box must be:

  • Under 20 kg, and
  • Closable and liftable by one person

Oversized or overweight boxes can break and cause injury.

Do movers wrap fragile items?
Fragile furniture is wrapped using:

  • Padded blankets
  • Shrink wrap
  • Protective covers where required

However, fragile loose items MUST be pre-packed in boxes.
Movers do not wrap individual glassware, ceramics, plates or ornaments — these must be packed before arrival.

Do you provide bubble wrap?
Bubble wrap can be supplied for an additional fee.
Standard shrink wrap and blankets are free.
Can movers repack poorly packed boxes?
Movers can repack items if necessary, but this will:

  • Add time to the job
  • Increase your total cost

We recommend properly packing items beforehand to avoid delays.

What items must not be packed in boxes?
For safety, do not pack:

  • Liquids that can spill
  • Hazardous materials or chemicals
  • Gas bottles
  • Paint or flammable items

These items cannot be transported.

Do movers disassemble furniture?
Yes — your team will:

  • Disassemble beds, tables and large furniture
  • Reassemble them at the new home

Tools are provided free of charge.

Should I empty drawers?
  • Light clothing is fine to leave inside.
  • Remove heavy, fragile or loose items.
  • Remove anything breakable or valuable.

This ensures safety and prevents damage during transport.

Should I defrost my fridge or freezer?
Yes — fridges and freezers must be:

  • Emptied
  • Clean
  • Dry

Leaking appliances cannot be transported.

Can movers disconnect appliances?
Movers can disconnect simple appliances like washing machines.
They cannot perform electrical or plumbing work.
Do movers handle extremely delicate items?
Movers will take extra care, but items such as:

  • Fine china
  • Crystal glassware
  • Antiques
  • Collectors’ pieces

must be properly packed beforehand to qualify for insurance.

Can movers transport plants?
Yes — if plants are:

  • Not leaking
  • Not oversized
  • Safe to lift

Wet or fragile pots may require special handling.

Can movers take items from balconies?
Yes — if access is safe.
Movers cannot hoist items over balconies or through windows.
Can movers carry extremely heavy items?
Yes — depending on access and weight.
Items such as:

  • Safes
  • Marble tables
  • Pianos

may require a 3-man team for safety.

What happens if access is difficult?
Movers will still complete the job using:

  • Long carry techniques
  • Trolleys, ramps and lifting gear
  • Additional movers if required (added cost)

Your move will always be completed.



⛔ Safety Restrictions & Items We Cannot Move

What items are strictly prohibited?
Movers cannot legally or safely transport the following:

  • Gas bottles (full or empty)
  • Fuel, petrol, diesel, kerosene or oils
  • Hazardous chemicals including cleaning acids, solvents, thinners
  • Aerosols in bulk or pressurised containers
  • Explosives or combustible materials
  • Illegal items or contraband
  • Biohazard materials or infested items

These restrictions exist for your safety and for insurance compliance.

Can you move gas bottles if they are empty?
No — even empty gas cylinders are considered hazardous and cannot be transported in the truck under any circumstances.
Can you move paint, chemicals or flammable liquids?
No — paint tins, thinners, flammable liquids, or hazardous chemicals cannot be moved due to fire and spill risks.
Are perishable or leaking items allowed?
No — anything that leaks, spoils, melts or causes odours cannot be transported.
Can movers transport greasy or oily mechanical parts?
No — contaminated or greasy parts damage furniture and truck interiors and cannot be moved.
Do you move pets or live animals?
No — animals cannot be transported in the truck under any circumstances.
Can movers take firearms or weapons?
No — firearms, ammunition and weapons cannot be transported.
Can movers lift extremely heavy items?
Movers can safely lift most household items, but some items may require:

  • A 3-man team
  • Specialist removalists
  • Equipment not included in standard pricing

If an item exceeds safe lifting limits, movers may refuse for safety reasons.

Do you move items through windows or balconies?
No — furniture cannot be hoisted through windows or over balconies.
This is unsafe and not covered by insurance.
Can you move oversized outdoor equipment?
Outdoor equipment may be transported if:

  • Clean and free from insects, dirt or rust
  • Safe to lift

Movers cannot carry contaminated or unsafe items.

Do stairs or steep driveways affect what can be moved?
Items can still be moved, but difficult access may require:

  • Extra movers
  • A fatigue allowance
  • Additional equipment

Movers will always attempt the job safely even with access challenges.

Can you move plants with soil?
Yes — as long as:

  • The pot is not cracked or leaking
  • The plant is manageable and safe to lift

Large, unstable or wet plants may be refused.

Can movers transport gym equipment?
Yes — most gym equipment is fine.
However, extremely heavy machines may require extra movers for safety.
What happens if an item is unsafe to move?
Movers may refuse to transport any item that:

  • Poses a risk to safety
  • Is too heavy for safe manual handling
  • Is hazardous or illegal
  • Is fragile beyond safe protection

Safety is always the priority.

What happens if I’m unsure whether something can be moved?
Simply contact us — we can confirm instantly whether:

  • The item is allowed
  • Extra movers are required
  • Special equipment is needed

This avoids delays on moving day.



🛡️ Damage, Claims & Insurance Process

What happens if something is damaged during the move?
Our team will notify you immediately and document the incident.
All damage claims follow our simple, formal assessment procedure.
How do I lodge a damage claim?
Claims must be lodged within 24 hours of your move.
Instructions will be provided by our support team.
Photos and a brief description are required so that we can assess the situation properly.
What insurance coverage is included?
  • Goods in Transit: Covers items while being transported in the truck.
  • Public Liability: Covers accidental damage to property or buildings.
  • Workers Compensation: Covers our team members on-site.
Are fragile items covered?
Fragile items are covered when wrapped and handled by our movers.
Self-packed fragile items may not be covered if improperly packaged.
Are second-hand or pre-damaged items covered?
No — items that are pre-damaged, heavily worn, or structurally compromised are not covered under insurance.
Is internal property damage covered?
Yes — accidental damage to walls, floors, fixtures, doors, or building interiors is covered under our Public Liability policy.
How long does a claim take to process?
Most claims are reviewed within
Do you repair or replace damaged items?
Eligible items are repaired first, and replaced only if repair is not possible.
Our team will guide you through the process to ensure a fair resolution.
What isn’t covered under insurance?
  • Pre-existing damage or structural weakness
  • Flat-pack furniture that is not structurally sound
  • Unboxed loose items
  • Plants, liquids, or perishables
  • Items packed by the customer without adequate protection
What if movers damage something and don’t tell me?
Our movers are trained to report all issues transparently.
If you believe something was not disclosed, please contact us immediately — we investigate all concerns thoroughly.



🧭 Customer Responsibilities & Fair Working Conditions

What do I need to do before movers arrive?
Please ensure:

  • Driveways, hallways, and entry points are clear and safe.
  • Small loose items are packed in boxes.
  • Pets are secured away from the moving area.
  • Parking is available for the truck as close as possible to the property.

A smooth, prepared environment results in a faster and more efficient move.

Do I need to pack all small items?
Yes — all small, loose, or fragile items must be boxed securely.
Unboxed items slow down the move and increase risk of damage.
Can I help the movers?
For safety reasons, customers cannot assist with lifting, carrying, or operating equipment.
You may guide, direct, and organise items — but physical assistance is not permitted.
Do I need to supervise the move?
Yes — a responsible adult must be present for:

  • Access and instructions
  • Item placement at the new address
  • Completion approval and payment
Can movers refuse unsafe items or conditions?
Yes — movers may refuse:

  • Items that are dangerously heavy
  • Contaminated, infested, or hazardous items
  • Unsafe stairways, balconies, or access areas

Safety is our top priority for both customers and our team.

Do I need to provide parking?
Yes — customers must ensure suitable, legal parking for the truck.
Additional time due to parking issues may be added to the total.
What if stairs or access conditions are difficult?
Movers will assess the situation and may require:

  • Extra equipment
  • An additional mover
  • A revised plan to complete the job safely

Safety always outweighs speed.

What behaviour is expected from customers?
We maintain a respectful, safe working environment.
Abusive or aggressive behaviour will not be tolerated and may result in termination of service.
Can customers enter or stand in the truck?
No — for insurance and safety reasons, customers may not enter the truck or stand on the tail lift at any time.
What if weather or conditions are unsafe?
Moves continue in most weather conditions, but movers may pause or adjust procedures during:

  • Heavy rain
  • Storms or lightning
  • Extreme heat
  • Slippery or hazardous access conditions

Safety determines the pace of the job.

What if I’m running late?
Please notify us immediately.
Waiting time may be added to the total bill if movers must wait for access.