Terms of service

These terms apply whenever you request a quote from, book, or use the services of SYDNEY RELOCATORS PTY LTD (ABN 14 660 866 786), trading as Sydney Relocators ("we", "us", "our"), and to your use of this website. By requesting a quote, confirming a booking, or continuing to use this website, you accept these terms.

Quotes and pricing

A quote is based on what you tell us when you enquire — the addresses involved, roughly how much is being moved, access at both ends, and anything unusual about the job, such as stairs, a long carry, or specialist items. Where practical we confirm this by phone or an on-site assessment before finalising the number. If the actual job differs materially from what was described — significantly more items than declared, access that turns out harder than described, or extra stops — the price may need adjusting, and we'll always tell you before continuing rather than after. A quote is valid for 30 days from the date it's given unless we say otherwise. There are no hidden charges. Any call-out fee is an additional charge only where disclosed in your written quote before booking. Stairs, access requirements and other agreed moving requirements are covered by the quoted price. For hourly bookings, time is billed in 30-minute increments. Furniture disassembly and assembly are included in the quoted price. Packing services, including packing labour and materials, cost extra unless expressly included in your written quote. If we cancel your move and you do not accept an alternative date, we will refund your deposit and any other payments for services not supplied in full.

Deposits and payment

Most bookings require a deposit to secure the date and crew, confirmed at the time of booking; it is credited against your final invoice. The balance is payable on completion of the move unless we've agreed otherwise in writing.

Cancellation and rescheduling

If you cancel your booking with at least 3 days (72 hours) notice before the scheduled start time of your move, we will refund your deposit in full. If you cancel with less than 3 days (72 hours) notice, your deposit is non-refundable. Cancellation and rescheduling requests must be sent by email to info@sydneyrelocators.com.au or by SMS to 0402 592 492. Cancellation notice is measured from when your email or SMS is received to the scheduled start time of your move. Let us know as early as you can if you need to cancel or reschedule. Rescheduling requires at least 3 days (72 hours) notice by email or SMS and is subject to availability. With at least 72 hours notice, your deposit can be transferred to an agreed new date. Date changes requested with less than 72 hours notice are treated under the cancellation policy: the original deposit is non-refundable, and any new booking is subject to availability. This policy is subject to your rights under Australian Consumer Law.

Your responsibilities

To help the move go smoothly and safely, you agree to:

• give us accurate information about what is being moved and the access at both ends;
• arrange any parking permits, lift bookings or building approvals needed at either address;
• have someone authorised present to let the crew in and direct the job;
• point out anything fragile, valuable, or not going on the truck before we start.

We're not responsible for delays or extra cost caused by inaccurate information, unavailable access, or a parking issue that wasn't flagged in advance.

Items we will not carry

For safety and legal reasons we cannot transport hazardous, flammable or illegal items — gas bottles, fuel, paint and ammunition among them. Ask us in advance if you're unsure whether something qualifies.

Insurance and liability

We carry public liability insurance and goods-in-transit cover on every job, and can provide a certificate of currency on request. Our liability for loss or damage is limited to the cover these policies provide, and does not extend to items you packed yourself (rather than us) unless the damage was caused by our negligent handling, nor to items of extraordinary value that weren't declared to us beforehand. For genuinely irreplaceable or high-value items — art, antiques, a piano — tell us in advance so we can arrange the right handling and, if needed, talk through additional cover.

Making a claim

If something is damaged, tell the crew before they leave if you can, and follow up in writing (email is fine) within 7 days of the move. We'll assess the claim against our insurance policy and come back to you with next steps.

Delays outside our control

Traffic, weather, building access issues and similar events beyond our control can occasionally cause delays. We'll communicate with you as early as we can if this happens, and do what we reasonably can to limit the impact.

Your rights under Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, including guarantees that our services are provided with due care and skill. Where a limitation in these terms would otherwise be inconsistent with those guarantees, that limitation does not apply to the extent of the inconsistency.

Website use

The content of this website — text, photographs and design — belongs to Sydney Relocators unless stated otherwise, and is provided for general information about our services. It doesn't constitute a firm quote until we've confirmed one with you directly. We try to keep this site accurate but don't guarantee it is error-free or complete.

Governing law

These terms are governed by the laws of New South Wales, Australia, and any dispute is subject to the jurisdiction of the courts of New South Wales.

Changes to these terms

We may update these terms from time to time. The version published on this page at the time of your booking is the one that applies.

Contact us

Questions about these terms: email info@sydneyrelocators.com.au or call 0402 592 492.