Terms and conditions
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1. Acceptance of Terms
1.1 These Terms apply to all services provided by Dream Moving Logistics Pty Ltd ABN 38683584527 (“Dream Moving Logistics”, “we”, “our” or “us”).
1.2 By confirming a booking, paying a deposit, or allowing Services to commence, the Client agrees to be bound by these Terms.
1.3 Nothing in these Terms excludes, restricts or modifies any rights or remedies the Client may have under the Australian Consumer Law (ACL).
2. Definitions
Client means the person or entity booking the Services and anyone acting on their behalf.
Goods means all furniture, personal effects and other items handled, transported or stored by us.
Services means removal, transport, packing, unpacking, relocation logistics and related services.
3. Client Responsibilities
3.1 The Client warrants that they are the legal owner of the Goods or authorised to arrange their removal.
3.2 The Client must:
(a) Provide accurate and complete details of all Goods;
(b) Disclose access conditions (stairs, lifts, long carries, parking restrictions, narrow access, steep driveways);
(c) Ensure lawful and safe access at both locations;
(d) Ensure Goods are empty, properly packed and ready for transport;
(e) Ensure an authorised person is present during loading and unloading, unless previously discussed with our Operations team.
3.3 We are not responsible for items not made available at the time of service or items moved in error due to unclear or incorrect instructions.
3.4 Clients must ensure all pets are securely restrained or isolated from work areas before Dream Movers staff arrive, and remain secured throughout the duration of the service. Dream Movers accepts no responsibility for incidents arising from uncontrolled pets on the premises.
4. Prohibited & Dangerous Goods
4.1 The Client must not present for transport:
• Dangerous, flammable or explosive goods
• Gas bottles or hazardous chemicals
• Perishable or illegal items
• Firearms or ammunition (unless declared and compliant with law)
4.2 If such Goods are discovered, we may refuse transport without liability and charge reasonable costs incurred.
5. Site Safety & Right to Refuse Service
5.1 We may suspend, refuse or modify Services where:
• The site is unsafe or breaches Work Health & Safety laws;
• There is risk of injury or significant property damage;
• Payment arrangements are not honoured.
5.2 Delays or additional labour caused by undisclosed conditions may incur additional charges.
6. Appliances & Utility Connections
6.1 We do not disconnect or reconnect plumbing, gas or hardwired electrical appliances.
6.2 If assistance is requested, a signed Waiver Form is required.
6.3 We strongly recommend licensed tradespersons perform all disconnections and reconnections.
7. Client-Packed Goods
7.1 We exercise reasonable care in handling all Goods.
7.2 We are not liable for internal damage to Goods packed by the Client unless caused by our negligence.
7.3 Sealed boxes may be opened for inspection. If inspection is refused, the Client accepts the risk of internal damage not externally apparent.
8. Electronics & Fragile Items
8.1 Electronic items must be demonstrated as operational at the pickup location prior to loading.
8.2 If testing is not conducted or refused, the Client acknowledges we cannot verify condition and accepts the risk of pre-existing faults.
8.3 We are not liable for internal mechanical or electrical failure, data loss, or pre-existing defects not caused by our negligence.
9. Fees & Charges
9.1 Services are charged hourly unless a fixed quote is provided in writing.
9.2 Time commences upon arrival at the pickup location or from depot departure where applicable.
9.3 A minimum two (2) hour charge plus travel time applies.
9.4 Billing is in 15-minute increments after the minimum period.
9.5 Additional charges may apply for tolls, parking, waste disposal, delays, or variations to scope.
9.6 A booking deposit is required and deducted from the final invoice.
9.7 Where applicable, our team may offer the Client the option of travelling between the pickup and delivery locations via toll roads or non-toll routes. If the Client elects to use toll roads, all toll charges incurred will be added to the final invoice.
10. Quotes & Variations
10.1 Phone or online estimates are indicative only.
10.2 Fixed quotes are based strictly on the information provided.
10.3 We may adjust pricing where:
• Additional items are added;
• Access details were incomplete or inaccurate;
• Site conditions differ materially from those disclosed.
10.4 No verbal representations override these Terms unless confirmed in writing.
11. Payment Terms
11.1 Payment is due in full upon completion of Services while our team remains onsite, unless agreed otherwise in writing.
11.2 Our team is not authorised to leave the premises until payment is confirmed.
11.3 Accepted payment methods: cash, card, bank transfer.
11.4 Card surcharges apply (Visa/Mastercard 2.5%, Amex 3%).
11.5 Late payments may incur interest and recovery costs.
12. Cancellations
12.1 Less than 24 hours’ notice incurs a minimum two-hour charge.
12.2 If cancelled while en route or onsite, the minimum charge applies.
12.3 Cancellations must be made during business hours.
13. Insurance & Claims
13.1 We maintain Public Liability Insurance.
13.2 We strongly recommend Clients obtain transit insurance for valuable Goods.
13.3 Any alleged damage should be reported before departure or as soon as reasonably practicable after discovery.
13.4 We are not liable for:
• Pre-existing damage
• Wear and tear
• Structural weakness in flat-pack furniture
• Damage arising from inherent defects
13.5 To the extent permitted by law, our liability is limited to repair, replacement, or re-supply of the Services.
13.6 We do not transport fine art, original artwork, antiques of significant value, or collectible pieces unless expressly agreed in writing prior to the move. Any such items presented without prior written agreement may be refused for transport without liability.
13.7 Minor Cosmetic Damage: The Client acknowledges that minor cosmetic damage may occur during the ordinary course of removal services, including but not limited to small scuffs, surface scratches, minor dents, paint marks, or fabric impressions. Dream Moving Logistics is not liable for minor cosmetic damage that does not affect the structural integrity or functionality of the Goods or property, except where caused by negligence.
14. Limitation of Liability
14.1 To the maximum extent permitted by law, our liability for loss or damage to Goods is limited to:
(a) $300 per item; or
(b) $1,000 per job,
unless additional coverage is agreed in writing prior to the move.
14.2 This clause does not apply to liability that cannot be excluded under the ACL.
15. Lien for Unpaid Charges
15.1 We may retain possession of Goods until payment is made in full.
15.2 If payment remains outstanding, storage and recovery costs apply.
15.3 Goods may be sold after reasonable notice to recover unpaid charges, as permitted by law.
16. Short-Term / Overnight Storage
16.1 In the event of settlement delays or other circumstances preventing same-day delivery, Dream Moving Logistics may offer overnight or short-term storage of Goods.
16.2 Any storage arrangements, including applicable rates, must be agreed with the office in advance.
17. Parking & Access Waiver
17.1 The Client is responsible for ensuring lawful and adequate parking access.
17.2 Where the Client directs parking in restricted areas, a Parking Waiver must be signed.
17.3 The Client agrees to indemnify Dream Moving Logistics for parking fines or penalties arising from such direction.
18. High-Risk Conditions & Damage Waiver
18.1 If site conditions present heightened risk, we may refuse or modify Services.
18.2 If the Client instructs us to proceed despite identified risks, a Damage Waiver must be signed.
18.3 Where signed, we are not liable for damage directly resulting from the identified risk, except where caused by our negligence.
19. Force Majeure
We are not liable for delays caused by circumstances beyond our reasonable control including traffic, weather, settlement delays, mechanical breakdown or government restrictions.
20. Governing Law
These Terms are governed by the laws of the State or Territory in which the Services are provided.