BRAINSTACK CORPORATION PTY LTD, trading name as One Stop Removals By accepting our quote and agreeing to take on our services either verbally, by written communication or via the platform, you formally accept our terms and conditions of trade. We understand that you will have read the terms and conditions thoroughly before engaging our services.Legal Terms:
For local & country we take full payment upon completion of the job. For interstate moves, we take full payment upon completion of the ‘loading’ component of the move. We take payment via bank transfer or credit card, visa, Amex, or MasterCard accepted – a 2% transaction fee applies for any card payments, including credit card and debit card payments. An EFT transfer via online banking does not incur any surcharge. No cash payments are accepted. A receipt of payment will automatically be emailed immediately after the transaction is completed. Unless you are an account client, payment terms are ‘cod’, and full payment is required upon completion of the move or after commencement of the load if it is an interstate move.
2. “WORKING TIME” - ESTIMATED TIME - ESTIMATED COST (PRICE RANGE)
Please note our work begins the minute the crew arrives at the pickup location and ends once the last item is unloaded, all vehicles are packed up, and payment is processed. Unless otherwise specifically mentioned as a ‘fixed price’ line item on the quote, please note that this is an hourly rate quote & not a fixed price. The total time & price range quoted to you either verbally, via the website or on other platforms is an estimate based on the limited information provided. The total ‘working time’ and the price range are variable and dependent on many factors, including how prepared the client is on the day, access, parking, how well items have been packed into boxes, job complexity and a host of other factors. We will ensure that our crew work to the best of their ability and will get the job in the least amount of time physically possible of their ability and will get the job in the least amount of time physically possible whilst also ensuring that all items are adequately protected. If the job is completed and outside of the estimated time or price range on the quote, the client is expected to pay for the job in full and for the entirety of the time worked.
All jobs have a min of 2hrs. Following this, we charge in 15 min increments. For, E.g. a job going for 2 hrs 11 mins (8:00 am-10:11 am) will be charged at 2.25hrs working time.
Our main arrival times for local/country moves are 8-10am (morning) or 1-3pm (afternoon). We provide more concrete & set arrival times if a job has a settlement or lift booking. In this instance, you will be provided with a set time, e.g. 9:00 am or a smaller arrival window, e.g. 1-2 pm. For interstate moves, your arrival time & date for ‘uplift’ and ‘unloading’ will depend on several factors outside of our control, such as border checks. You must allow a greater deal of flexibility for both the uplift and unloading as the arrival time/date is dependent on the completion & coordination of existing jobs as well as other external factors. If you need items picked up & dropped off at set dates & times, please notify our office prior & the team will do everything in their power to work within the time frames.
5. ADDITIONAL TRUCK(S) - SPACE - RESOURCES - LABOUR
Suppose a job goes outside of normal work hours. In that case, One Stop Removals reserves the right to deploy additional resources, e.g. labour, to ensure that the job is completed within a reasonable amount of time. If additional resources such as (another truck, extra labour, more space reserved, and truck upgrades) are provided, extra charges will apply. The client will be made aware of the extra fees & rates for the upgrade and can choose whether they wish to proceed with it. The client will be charged for the additional labour. The client is only expected to pay for what was originally quoted if no additional resources are provided. For local/country moves - our quote is an hourly rate quote. For interstate moves - our quote is a fixed price quote that is based on the total volume of items (per m3). It includes the load, drive and unload and assumes standard access at both locations. Suppose your volume exceeds the amount allocated on the quote. In that case, additional fees (per extra m3) will apply if the extra space is implemented. Basic assembly/disassembly is included in the fixed price quote for interstate moves. Suppose complex items need to be dismantled & put back together. In that case, an additional fee will be applied to take into account the extra time.
You must ensure adequate legal parking space to park our vehicles. Suppose we are expected to park in a no-standing zone or area with restrictions. In that case, any parking fines or fees will be forwarded to the client and added to the total cost of the job.
7. ASSEMBLY/DISASSEMBLY - EXTRA SERVICES
All complimentary services are assembly/disassembly and disconnecting/reconnecting the washing machine. We have no licensed plumbers or professional handymen. We will not be liable if any complications arise with the rendering of the above services. If we consider an item to be beyond our scope and capabilities, e.g. re-assembling a complex unit. We reserve the right to refuse to offer the service. Assembly and disassembly are generally limited to basic bedding and furniture, not complex units that require trained and professional handymen. This also includes mounting TVs on the wall. We can take a TV on and off of the bracket, but if you require someone to move and reinstall the bracket, you will need to engage a professional handyman.
8. SPACE ESTIMATOR - VOLUME OF ITEMS
The space estimator we use to determine your total volume of items has a margin of error and is only used as a guide. They are not definitive, and the real volume depends on many other factors. . We encourage you to complete it to the best of your knowledge as we allocate the appropriate vehicle/labour based on the volume of items on that list and the information that we receive. For clients that do not fill out an inventory or where the inventory has not been sent, we allocate the vehicle/labour based on the information provided over the phone or in general interactions with the office. In all instances, it is not a definitive guide. Suppose the volume of items on the day exceeds what was originally quoted, and additional resources are required. In that case, the client will be liable to pay for any additional vehicle/labour should they be deployed.
We conduct onsite inspections to determine overall inventory and a quote for the job. The assessor we send on the day will take pictures, and videos and, in consultation with the client to the best of their ability, will work out an ‘estimated overall time’ and provide a quote considering all the factors. Should the total job exceed this estimation and the quote provided, the client will be required to pay for the total invoice in full. Unless otherwise stated in the quote as a ‘removals fixed price’ line invoice in full. Unless otherwise stated in the quote as a ‘removals fixed price’ line item’, all moving jobs are strictly based on an hourly rate, and the materials are charged per usage. It is not a fixed-price quote.
We sell materials in packs ranging from small, large, and giant. There is a minimum purchase of 20 boxes. We take payment upfront. Delivery of these items is generally free. Outer metro may include a small delivery fee. We offer free collection for any excess materials not used by the client. There is no ‘buy back’ of materials.
Unless otherwise specified, all Melbourne Metro jobs incur no back to base time. If specified Melbourne Metro jobs incur a minimum of 30 minutes back to base time. An additional minimum of 30 mins is added to the total ‘working time’. The total ‘back to the base time’ charged depends on the final drop-off address and the time it takes to return to the pickup. The back to base time will be mentioned in the quote. We use google maps and take the most optimised route.
The cost for a one-way trip is $30. If toll roads are utilised during the trip, the customer will pay all associated charges. Heavy duty vehicles incur a higher fee on Eastlink & City link.
13. BOOKING FEE (LOCAL/COUNTRY MOVES)
A $50 booking fee is paid in order to secure the booking. If changes are made to the date or time of the move, the payment is not forfeited. We will just move the slot accordingly. If you cancel your move altogether, you will be refunded. We have a zero cancellation policy.
14. DEPOSIT (LOCAL and INTERSTATE MOVES)
For interstate moves, we require a 10% deposit upfront, with the balance paid on the interstate moves. We require a 10% deposit upfront, with the balance paid on the day of ‘uplift’ once the truck is fully loaded. We require A$50 upfront for local moves, with the balance paid on the local moves. We require full payment 30 minutes before the job is completed.
15. REFUSAL TO MOVE ITEMS OR CARRY OUT WORK
Suppose a job site or any component of the job site is deemed dangerous, hazardous, uncomfortable to our crew, or outside the scope or capacity of work. In that case, we reserve the right to refuse the job and vacate the work site immediately. Additionally, we reserve the right to refuse to move specific items beyond our capabilities where there is a risk to the well-being of our staff.
16. LARGE SPECIALTY ITEMS
Suppose specialty items such as pool tables, pianos etc., need to be moved. In that case, we may need to send additional movers to move the item as safely as possible. We do not move grand pianos or pool tables above 7ft. We will only move pianos/pool tables if they are going from ground floor to ground floor, with the exception of 1-2 steps.
17. SPECIAL OFFERS - PEAK TIME RATES
Special offers are restricted to one special offer per service type. Multiple specials can be applied across multiple service offerings, e.g. cleaning/packing/moving. However, it cannot be applied to a single service. Eg.10% off and $50 off for the same moving job. Vouchers/discount codes & specials are exempt & do not apply on Sundays & public holidays.
18. CONTESTING OF THE BILL
If the final bill is contested for whatever reason, we will review the invoice. If found that there is an admin error, we will resend it for it to be processed. If there is still some contention and dispute regarding the total time worked or any other reason, the client must be aware that the crew are ‘still on the clock’. Any extended period of time disputing the bill or refusal of payment, the time will be added to the working time charged. We require the invoice to be paid in full so the team can complete the job. The issue can then be escalated to support & raised with management, who will assess the situation and come to an amicable resolution based on the circumstances. If damages are sustained on the job, full payment is still expected. We will then provide you with the options of repair or initiating a claim. Refusal to pay may result in us having to store some items in our warehouse until full payment is made. Insurance and ‘no damage guarantee’ will be void if full payment is not made on completion.
19. WALK THROUGH/SIGNING OFF ON THE JOB
Upon completion of the move and before signing off on the job, we highly recommend you do a walk-through of the property. Any perceived issues on the job or damages must be highlighted before signing off. By signing off on the job, you agree that ‘the work has been completed successfully.’ any issues or damages claimed after the crew has left the premises will be void as insurance does not take into account claims made ‘after the fact’- meaning that once we leave the premises, we are not liable for damages incurred.
20. INSURANCE - “NO DAMAGE GUARANTEE”
As long as we are told about the damage before the team leaves the premises and signs off on the job, you will have the option of:
Repairing the damage to as close as possible to its original condition by using reputable repairers Replacement if a repair cannot be performed (taking into account market value, ware & tear, depreciation) Monetary compensation via insurance provider (taking into account market value, ware & tear, depreciation) We provide a ‘no damage guarantee’ for all work we perform. We will repair or provide instant insurance for any damages caused during the relocation process up to a maximum of $250. This means that if our movers are ‘negligent’ in their duties to a third party (you) or cause ‘accidental’ damage and are fully responsible, we can compensate you immediately. For more serious claims, One Stop Removals has a public liability policy. Public liability & property damage up to $5,000,000 coverage will be provided to the client as part of their move. A certificate of currency is supplied, verifying the relevant insurance. Insurance is limited to coverage of said terms outlined in the policy (‘negligence’ to third party & property damage). Excess of $750.
Exceptions: 1. tv’s not packed in their original boxes
With all of the above items, we can move them at your own risk and do so by taking all the relevant precautions. Items will be padded with heavy-duty blankets, & where necessary, shrink wrapped to offer maximum protection. 1300 880 253 or get an instant online quote. For any additional information, please visit www.removalsinsurance.com.au
