1. General

By booking RB Removals, the customer agrees to these Terms & Conditions. These terms apply to all removal, transportation, loading, unloading, packing and related services provided by RB Removals.

2. Customer Responsibilities

The customer is responsible for:

• Providing accurate pickup and delivery addresses.
• Advising RB Removals of stairs, lifts, narrow access, parking restrictions or other access limitations before the move.
• Ensuring all items are ready for collection at the agreed time.
• Informing RB Removals of fragile, valuable, oversized or unusually heavy items.
• Removing personal belongings, valuables and important documents from furniture, appliances and boxes before collection.

3. Packing of Goods

Customers are responsible for properly packing items unless professional packing services have been specifically arranged with RB Removals.

RB Removals recommends that fragile, electronic and high-value items are professionally packed before transportation.

4. Television & Electronic Equipment

Televisions must be transported in their original manufacturer’s box with appropriate protective packaging whenever possible.

Where a television is provided without its original box or suitable protective packaging, RB Removals will take reasonable care during handling and transportation; however, damage to an unboxed or inadequately packaged television may not be covered by transit insurance or RB Removals’ liability.

Customers should notify RB Removals before the move if the original TV packaging is unavailable so that suitable packing options can be discussed.

The same principle may apply to other fragile electronic equipment, including monitors, computers, glass displays and similar items.

5. Fragile & Valuable Items

Customers must identify fragile, valuable or specialty items before moving. Items such as artwork, antiques, mirrors, glass, marble, stone, delicate furniture and electronics should be appropriately packaged.

RB Removals may refuse to transport an item where it is considered unsafe, inadequately packaged or likely to cause damage to people, vehicles or other property.

6. Furniture & Appliances

Where practical, furniture may be dismantled and reassembled by RB Removals if this service has been agreed in advance.

RB Removals is not responsible for damage caused by pre-existing weaknesses, poor construction, age-related deterioration, incorrect previous assembly, or defects that were not reasonably visible before handling.

7. Pre-Existing Damage

Customers acknowledge that items may have existing scratches, marks, dents, cracks, loose parts or other defects.

RB Removals may document the condition of goods before or during loading. Pre-existing damage will not be considered damage caused by RB Removals.

8. Access & Property Conditions

The customer must ensure reasonable and safe access to the property.

Additional charges may apply where access involves:

• Multiple flights of stairs
• Long carrying distances
• Difficult or restricted access
• Narrow passages or doorways
• Lifts requiring special arrangements
• Difficult parking or loading conditions
• Unexpected waiting time
• Additional handling requirements

RB Removals will take reasonable care of the customer’s property; however, minor marks or damage resulting from pre-existing conditions, restricted access or unsuitable property access may not be the responsibility of RB Removals.

9. Heavy & Special Items

Customers must advise RB Removals in advance about unusually heavy or difficult-to-handle items, including safes, pianos, large appliances, gym equipment and oversized furniture.

Additional equipment, labour or charges may be required.

10. Customer-Disassembled Items

RB Removals is not responsible for damage resulting from furniture or other goods that have been incorrectly dismantled, assembled or modified by the customer or another third party.

11. Insurance & Liability

RB Removals will exercise reasonable care when handling and transporting goods.

Any insurance coverage is subject to the applicable insurance policy, terms, exclusions, limits and conditions.

Insurance does not automatically cover every item or every type of damage. In particular, items that are inadequately packaged, improperly prepared or transported contrary to agreed requirements may be excluded.

Customers should request details of applicable insurance arrangements before booking if insurance coverage is important to their move.

12. Excluded Items

Unless specifically agreed in writing, RB Removals may not accept responsibility for:

• Cash and currency
• Jewellery and precious metals
• Important documents
• Personal identification documents
• Perishable goods
• Plants and animals
• Hazardous or dangerous goods
• Illegal goods
• Items packed by the customer where damage results from inadequate packing
• Extremely fragile items that have not been appropriately protected

Customers should transport highly valuable or irreplaceable personal items themselves wherever reasonably possible.

13. Cancellation & Rescheduling

Customers should provide reasonable notice when cancelling or rescheduling a booking.

Cancellation or rescheduling fees may apply depending on the notice provided, the booking requirements and any costs already incurred by RB Removals.

14. Delays

RB Removals will make reasonable efforts to arrive and complete services within the agreed timeframe.

However, delays may occur due to traffic, weather, road conditions, parking restrictions, access issues, lift availability, previous jobs, customer delays or circumstances outside RB Removals’ reasonable control.

15. Payment

Payment must be made according to the agreed quotation or booking terms.

Additional charges may apply where the scope of work changes, additional labour is required, waiting time occurs or unexpected circumstances increase the work involved.

16. Additional Work

Any work outside the original agreed scope may incur additional charges. RB Removals will endeavour to inform the customer before undertaking significant additional work where reasonably possible.

17. Customer Property

Customers should inspect their belongings after delivery and notify RB Removals promptly if they believe an item has been damaged or is missing.

Any damage or loss claim should include relevant details and supporting photographs or documentation where available.

18. Storage

Where goods are placed into storage, separate storage terms and conditions may apply. RB Removals should be informed of any special storage requirements before the goods are collected.

19. Safety

RB Removals reserves the right to stop or refuse work where conditions are considered unsafe for employees, contractors, customers, vehicles or property.

This includes unsafe lifting conditions, hazardous materials, unstable structures, dangerous access areas or other significant safety risks.

20. Right to Refuse Items

RB Removals reserves the right to refuse transportation of goods that are illegal, dangerous, hazardous, inadequately secured, excessively heavy or otherwise considered unsafe to transport.

21. Quotations

Quotes are based on the information supplied by the customer at the time of booking.

If the actual volume of goods, access conditions, labour requirements or services differ substantially from the information provided, the final price may vary.

22. Third-Party Services

Where third-party contractors or specialist services are required, their own terms and conditions may apply.

23. Limitation of Liability

To the extent permitted by applicable Australian law, RB Removals’ liability for loss or damage will be subject to the applicable agreement, insurance policy and legal limitations.

Nothing in these Terms & Conditions is intended to exclude or limit any consumer guarantee, right or remedy that cannot legally be excluded under Australian law.

24. Privacy

Customer information collected by RB Removals will be used for purposes associated with providing quotes, bookings, removal services, communication, payment and customer support, subject to applicable privacy requirements.

25. Acceptance of Terms

By confirming a booking with RB Removals, the customer confirms that they have read, understood and accepted these Terms & Conditions.

RB Removals reserves the right to reasonably update these Terms & Conditions from time to time.

RB REMOVALS

Professional Removal & Moving Services

Australia