Policies & FAQ

Clients in the Trucks

Can I ride in the truck?
No. Clients are not permitted to travel between properties in the truck and are not to get into the box of the truck while loading or unloading.

Cancellations

Must be made more than 2 business days before the booking lest they incur a cancellation fee of the daily minimum (1 hour Weekdays & Saturdays, 2 hour Sundays, 4 hours on public holidays). 

Inclement Weather

What if it's raining on my move day?
We still attend and preform the move in wet weather.

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What if it's really hot?

If a very hot day is expected, we will contact clients with the aim of beginning bookings from 6am to keep the removalists out of the heat of the day.

Above 40 degrees we will attempt to reschedule to a cooler day.

Furniture Assembly & Appliance Installation

Can you help me take apart or put together my furniture? Install or uninstall my appliance?
If pre-arranged at time of booking, we're happy to help dis/re-assemble basic furniture/appliances but cannot be held responsible for any issues that arise from our doing so. We are not professionals. We carry basic tools, are not carpenters or plumbers and cannot repair anything. By asking for our assistance, the client understands that we’re experienced amateurs who will do our best but will not be held liable for any concerns that result from our installation

Insurance

As a business we have both Public Liability and Transit Insurance. These only cover defined events - such as the truck rolling over or being hit - not individual items. This is true of all moving companies, even the ones that say they are fully insured. While we take as much care of our customers' belongings as possible, we cannot insure against damage to individual items. 

If an item is damaged during your move, inform the lead removalist immediately, they will take photos and document the events that lead to the damage. 
 

If you discover damage to your items as you unpack, please take photos and inform us within 2 days of the move completion. After 2 days post-move we are unable to take responsibility for any damage. 
 

As no individual items are insured, we cannot offer replacements to damaged items. The lead removalist will offer you half an hour off your total bill OR will take the item back to base for assessment and possible repair. 

If you are concerned about specific items or damages that may occur during engaging our service, you can acquire moving insurance to cover individual items. By law, we cannot offer advice, guidance or recommendations for moving insurance, nor can any moving company. To speak plainly-  if you have any items worth more than $90 that you would want replaced if it got damaged - you should consider getting moving insurance.    

Parking

Queer Move follows all traffic laws and will not park illegally. The client is responsible for providing accurate parking details and for any costs associated (such as paid parking). If the parking we are directed to by the client is illegal or poses a risk to the removalists, we will park in the closest possible legal and safe spot, regardless of its distance from the property. The client is accountable for any additional time added to the booking as a result of unsafe/inaccurate parking details. Be sure to provide accurate parking details at time of booking to avoid delays.

We Do Not
Move:

• Offices 

• Industrial printers 

• Pianos

• Dirty kitty litter (unless empty & thoroughly cleaned & bagged up)

• Live Animals

• Compressed gases, flammable, hazards or toxic materials

• Industrial Sewing Machines (unless drained of oil)

• Dirty construction materials (lengths of wood with nails)

• Canoes

• Pool tables

• Safes

• The removalists reserve the right to decline to move anything they feel is unsafe to do so.