Last updated: January 8, 2025
VV Move & Go does not provide general insurance for damage to your furniture, personal effects, or other household goods during transit or handling.
If you require your items to be insured against loss or damage during the move, you must arrange your own insurance or request a separate quotation for full removals insurance from an authorised insurance provider prior to your move.
We hold a transit insurance policy covering up to $100,000 in the event of:
An excess of $560 applies to all claims under this cover. This insurance does not cover accidental damage to goods except as specified above.
We maintain public liability insurance covering up to $10,000,000 for damage to premises caused by our operations.
An excess of $875 applies to all claims under this cover.
A minimum charge of 2.5 hours applies to all bookings.
After the initial 2.5 hours, charges apply in 15-minute increments.
A call-out fee is payable once per booking in addition to the hourly rate.
3.1. We will park the removals vehicle in the location you arrange prior to the move.
3.2. You are responsible for ensuring the space is legally available and, if applicable, that the necessary parking permits have been obtained.
3.3. You are liable for any parking fines or traffic infringements issued to VV Move & Go resulting from the location you have instructed us to park.
To secure your booking, a deposit equal to the minimum charge of the job (2.5 hours at the quoted hourly rate, including the applicable call-out fee) is required. The deposit will be credited against the final invoice.
You may reschedule your move by calling or emailing us, subject to our availability.
If you cancel your booking for any reason, your deposit remains non-refundable.
Appointments are limited, and providing notice of cancellation allows us to allocate your booking to another customer.
To cancel or reschedule, you must contact us via:
Phone: +61 0478 069 318
(Mon–Fri: 7:00am–5:00pm | Sat: 8:00am–3:00pm)
Email: info@vvmoveandgo.com.au
We will confirm receipt of your cancellation or rescheduling request by phone or email.
6.1. Payment Terms
Payment is due immediately upon job completion unless otherwise agreed in writing.
We accept the following payment methods: [insert EFTPOS, credit card, bank transfer, cash].
Interest may be charged on overdue invoices at 10% per annum, calculated daily.
Any collection costs or legal fees incurred to recover unpaid amounts will be added to the outstanding balance.
6.2. Minimum Charges
Please refer to your quote for details of our minimum charge and hourly rates.
6.3. Disputes
If you wish to query or dispute an invoice, you must notify us promptly by calling 0478 069 318 or emailing info@vvmoveandgo.com.au with full details of your concern.
6.4. Resolution
We will review your dispute in accordance with our obligations under the Australian Consumer Law and respond within a reasonable timeframe.
7.1. Safe Access
You must ensure safe and reasonable access is available at both pickup and delivery addresses (including driveways, stairs, elevators, or loading zones).
7.2. Difficult Access
Additional charges may apply where access conditions differ from those advised at the time of booking or are more difficult than reasonably expected. This includes, but is not limited to:
Stairs (beyond one standard flight) or steep/narrow staircases;
Long carries between the vehicle and the property (greater than 20 metres);
Restricted, limited, or distant parking requiring extra handling time;
Delays caused by lifts, waiting times, or building restrictions;
Tight or narrow access points that require goods to be carried in alternative ways.
Where such conditions result in increased time, labour, or risk, the move will be charged at our standard hourly rate for the additional time required.
7.3. Right to Refuse
We reserve the right to refuse to move items if, in our reasonable opinion, doing so poses a safety risk to staff, property, or the item itself.
8.1. Customer-Packed Goods
We are not liable for loss or damage to items packed by the customer.
8.2. Fragile and High-Value Items
Fragile or high-value items should be packed appropriately. We recommend professional packing for such goods.
8.3. Loose Items
All loose items must be packed securely in boxes or containers prior to the move.
9.1. Best Efforts
We will make every effort to arrive at the agreed time, but circumstances beyond our control (including traffic, weather, road closures, or earlier jobs running overtime) may cause delays.
9.2. No Consequential Loss
We are not liable for consequential loss arising from delays, including missed flights, accommodation costs, or lost income.
We reserve the right to suspend or terminate work if conditions are unsafe, unreasonable, or if the customer breaches these Terms (e.g., non-payment, aggressive behaviour, refusal to follow crew instructions).
11.1. Prohibited Goods
We do not transport hazardous, illegal, or perishable items, including but not limited to: fuel, gas bottles, chemicals, plants, food, or weapons.
11.2. No Liability
If such items are loaded without our knowledge, we accept no liability for loss, damage, or consequences arising.
12.1. General Acknowledgment
While we take all reasonable care in handling, loading, transporting, and unloading your goods, accidental damage can occur. VV Move & Go is not automatically responsible for every instance of damage, and claims will be assessed in line with this policy.
12.2. Excluded Items
We do not accept liability for damage to:
12.3. TVs, Screens, and Appliances
We strongly recommend that all TVs, computer monitors, and appliances are transported in their original packaging or suitable protective boxes. We do not accept liability for internal damage to such items where external damage is not evident.
12.4. Reporting of Damage
Any alleged damage must be reported to VV Move & Go:
At the time of job completion (while our team is still present), or
In writing (with photographs) within 24 hours of the move.
Claims raised outside of this timeframe may not be accepted.
12.5. Inspection and Resolution
Upon receiving a damage report, VV Move & Go may:
Request photographs and a description of the damage;
Inspect the damaged item(s);
Review the circumstances with the moving team present.
If VV Move & Go is found responsible under this policy, we may, at our discretion:
Arrange repair of the item;
Compensate the customer up to the current market value of the item (not replacement cost); or
Offer a service credit for future moves.
12.6. Maximum Liability
Our liability for damage to any single item or group of items is capped at $200 per item or $1,000 per move, unless otherwise agreed in writing before the move.
If, for any reason, such limits are found unenforceable or do not apply under the Australian Consumer Law, then our liability will not exceed the current market value of the item(s) at the time of loss or damage (not replacement cost).
12.7. Customer’s Responsibility
You are responsible for:
Ensuring fragile items are appropriately packed;
Pointing out pre-existing damage before the move begins;
Advising of any items requiring special handling (e.g., oversized, heavy, or delicate pieces).
12.8. Australian Consumer Law
This Damage Policy operates in addition to your statutory rights under the Australian Consumer Law.
13.1. Submission of Claims
All claims must be submitted in writing within 24 hours of the move, with supporting photographs and details.
13.2. Acknowledgment and Outcome
We will acknowledge receipt of your claim within 3 business days and aim to provide an outcome within 14 business days.
By booking with VV Move & Go, you acknowledge that moving involves inherent risks of damage despite best efforts.
We encourage all customers to obtain their own removals insurance for peace of mind.
15.1. To the extent permitted by law, VV Move & Go is not liable for:
Loss or damage to items not packed by us;
Damage to goods where such damage arises from inherent defects, pre-existing damage, or the fragile nature of the goods;
Loss or damage resulting from circumstances beyond our reasonable control, including weather events, road closures, accidents, or industrial action.
15.2. Where liability cannot be excluded under the Australian Consumer Law, our liability is limited, at our option, to:
The cost of supplying the services again; or
The payment of the cost of having the services supplied again.
15.3. Nothing in these Terms & Conditions excludes or limits rights or remedies you may have under the Australian Consumer Law or other applicable laws that cannot be excluded, restricted, or modified.
If you have any questions about these Terms & Conditions, please don’t hesitate to contact us:
Phone
+61 0478 069 318