These terms apply when you book a move or any other service with Level Up Movers ("we", "us"). Please read them before you book. By confirming a booking or paying a deposit, you agree to these terms.
1. Our services
We provide residential and office removals, packing, furniture assembly, rubbish removal and cleaning across Melbourne and regional Victoria. We can decline a job if it isn't safe or is outside what we can reasonably do.
2. Quotes and pricing
- Our hourly rates are shown excluding GST. GST (10%) is added to your invoice.
- The minimum booking is 2 hours.
- A call-out fee applies based on the distance to your pickup address. Every move is different, so the exact amount is confirmed in your quote before you book.
- Long distance and regional moves are quoted upfront, before you book.
- Quotes are valid for 30 days and are based on the information you give us. If the job changes on the day (for example, more items or harder access than described), we'll explain any extra cost before continuing.
3. Deposit and payment
- To secure your date we take a deposit equal to 2 hours of your move. It's deducted from your final bill.
- The remaining balance is due when the job is completed.
4. Cancellations and changes
Plans change, and we understand. If you need to cancel or move your date:
- More than 48 hours' notice: full refund of your deposit
- 24 to 48 hours' notice: 50% refund of your deposit
- Less than 24 hours' notice: the deposit is non-refundable
- Cancelled on the day of the move: the full hourly rate may apply
If we have to cancel, you'll get a full refund of your deposit.
5. Insurance and liability
We hold Public Liability Insurance. We don't provide insurance for your goods while they're being moved. If you'd like that cover, you can arrange transit insurance through your own insurer before your move.
We take great care with every item. Within the limits allowed by law:
- We're not responsible for damage to items packed by you that is caused by how they were packed
- Please point out any existing damage before we start, so it can be noted
- Please tell us in advance about items worth more than $2,000, or of special value
- We're not responsible for delays or loss caused by events outside our control, such as extreme weather or road closures
Nothing in these terms excludes, restricts or changes your rights under the Australian Consumer Law, including the consumer guarantee that our services will be provided with due care and skill.
6. Your responsibilities
To help your move go smoothly, please:
- Give us clear and safe access at both addresses
- Arrange parking or permits where needed. Parking fines caused by missing permits are passed on to you.
- Tell us about stairs, lifts, long walks or other difficult access when you book
- Tell us about any hazardous items
- Be present at pickup and delivery, or have someone there for you
7. Items we can't move
- Flammable, explosive or hazardous materials (e.g. gas bottles, fuel, paint thinners)
- Perishable food
- Plants or live animals
- Firearms, ammunition or weapons
- Illegal items
8. If something is damaged
- Please let us know on the day, if possible, before our team leaves
- Send us a written claim within 7 days of your move, with photos
- We'll respond to your claim within 14 business days
9. Governing law
These terms are governed by the laws of Victoria, Australia.
10. Changes to these terms
We may update these terms from time to time. The version on this page when you book applies to your move.
