Please read the following terms and conditions carefully. By engaging our services, you agree to these conditions. These terms outline important details regarding liability, insurance, prohibited items, and special handling requirements.
In these terms and conditions, the following definitions apply:
Bay City Removals offers professional home and office removals, packing, storage, and transport services within Brisbane and throughout South East Queensland. We tailor our services to suit residential and commercial customers, including full relocations, furniture-only moves, and storage solutions.
The services we provide will be outlined in your quote or written agreement. These may include:
If you require changes to the scope of services after booking (e.g., an additional truck, date change, access issues, extra items), we must be notified in writing as soon as possible. Any variation may result in additional charges.
You are responsible for ensuring clear and safe access at both pickup and delivery locations. Delays caused by restricted access, unsealed driveways, multi-storey access without lift use, or lack of parking may incur extra time or charges.
You (or your authorised representative) must be present during the move to supervise and ensure all goods are accounted for. We accept no responsibility for items left behind once the move is completed.
Unless previously agreed in writing, we do not provide:
To ensure a safe, efficient, and timely move, you agree to the following responsibilities when engaging Bay City Removals:
You must provide accurate details regarding the nature and size of the move, the items to be transported, access conditions, and any special handling requirements. Inaccurate or withheld information may result in delays or additional charges.
Unless you have arranged for our packing services, all items should be packed securely in appropriate boxes. We are not responsible for damage to items packed by you unless we have been negligent in handling.
You must notify us in writing prior to the move if you have fragile or high-value items (e.g. antiques, artwork, electronics, glassware, or collections worth over $5,000). Special packaging, handling, and insurance arrangements may be required.
Any furniture or equipment requiring disassembly must be identified in advance. While we may offer basic disassembly/reassembly, we do not guarantee compatibility or reassembly of flat-pack or modular furniture.
You must ensure that personal effects, valuables (e.g. passports, cash, jewellery), and prohibited items (see Section 4) are removed from the premises before our team arrives. We do not take responsibility for these items if left with general household goods.
You or your authorised representative must be present to supervise and verify the move. It is your responsibility to confirm that all goods have been loaded and unloaded before the team departs.
For safety, legal, and insurance reasons, Bay City Removals does not accept the following items for transport or storage under any circumstances unless otherwise agreed in writing:
These items are not permitted in our vehicles or storage facilities:
While we may agree to transport certain fragile or high-value items, they must be disclosed in advance. If not declared and agreed upon in writing, we do not accept liability for:
If prohibited items are discovered during loading or transit, we may refuse to move them, suspend services, or terminate the job entirely. Additional charges may apply for delays or risk mitigation.
While Bay City Removals takes every precaution to ensure your goods are handled with care, it is important to understand our liability limitations and your responsibility to arrange appropriate insurance coverage.
Our quoted prices do not include full replacement value insurance. We are not common carriers and accept goods for carriage only under these specific conditions. Unless damage or loss results from proven negligence by our staff, we do not accept liability for:
We strongly recommend you obtain separate removal insurance to cover your goods in transit and/or storage. This can typically be arranged through your home and contents provider or a specialist insurer.
While we take reasonable precautions, transit inherently involves risk. All goods are transported at the customer’s risk unless you have arranged and paid for insurance through an authorised provider.
Any claims for loss or damage must be reported in writing within 24 hours of delivery. Claims submitted outside this window may not be accepted. You must provide supporting documentation and photographs of the issue to assist in the review process.
Bay City Removals operates on a transparent pricing model. All charges and payment terms are agreed upon prior to service commencement unless otherwise specified. Please review this section carefully to understand your obligations.
All quotes provided are valid for 14 days unless stated otherwise. Quotes are based on the information you provide at the time of booking. Any changes to access conditions, volume of goods, or services required may affect the final cost.
For hourly rate jobs, a minimum charge applies (usually 2 hours unless otherwise quoted). Billing will continue until the final item is unloaded and the vehicle is clear. Time starts when the team leaves our depot and ends when they return.
Fixed-price removals are only valid when the scope of the job is clearly defined. Any variation on the day (additional items, delays, restricted access) may result in additional charges.
Travel charges may apply depending on your location. These fees will be outlined in your quote and cover time and fuel to and from our depot.
Full payment is required on the day of service unless otherwise agreed in writing. We accept cash, EFTPOS, or direct bank transfers. Late payment may incur an administration fee and interest on overdue amounts.
Cancellations made less than 48 hours before your scheduled booking may incur a cancellation fee of up to 50% of the quoted amount. Rescheduling must be done with a minimum of 24 hours' notice to avoid additional charges.
If your goods are placed into storage, monthly fees apply and must be paid in advance. Late payment may result in restricted access or disposal of goods after notice is provided in accordance with our storage terms.
While Bay City Removals strives to complete every move on time and as scheduled, delays can occur due to factors outside our control. This section outlines how delays and access limitations are handled.
We are not liable for delays caused by traffic, weather conditions, mechanical failure, road closures, or other unforeseeable circumstances. In such cases, we will keep you informed and work to minimise disruption.
It is your responsibility to ensure we have adequate and legal access to both pickup and delivery locations. This includes driveway clearance, building access, parking permits (if required), and safe conditions for loading/unloading.
Additional time or charges may apply if access is difficult or causes delay, including:
If delays prevent completion of your move (e.g. settlement delays, access denial), we may place your goods into storage at your cost. Additional charges will apply for return delivery, extended labour, or overnight holding.
If our team is delayed due to the customer not being ready, not on-site, or not providing clear instructions, all time will be billed at the quoted hourly rate. This includes waiting time for keys or access to the new property.
We understand that moving plans can change, but last-minute cancellations or changes can result in lost time and income. The following terms outline our policies around cancellations, postponements, and refunds.
Cancellations must be made with a minimum of 48 hours’ notice before your scheduled move. If cancellation occurs:
You may request to postpone your booking, subject to availability. Postponements made with less than 24 hours’ notice may incur an administration fee. We cannot guarantee availability for rescheduled bookings and recommend providing as much notice as possible.
If you have paid in advance and cancel within the required timeframe (more than 48 hours prior), a full refund will be issued. Refunds for late cancellations will be issued less applicable cancellation fees. All refunds will be processed via the original payment method within 5 business days.
If our crew arrives on-site and you are not present or access cannot be gained, the full minimum charge for your booking will still apply. Additional fees may also apply for rescheduling or reallocation.
Bay City Removals is committed to providing high-quality service and resolving any disputes or concerns promptly and fairly. The following outlines our process for addressing customer issues.
If you believe there has been damage, loss, or a service issue, you must notify us in writing within 24 hours of the move’s completion. Claims made after this time may not be accepted.
Your claim should include:
Once a claim is received, we will assess it based on:
You may be asked to provide additional supporting information or documentation.
If the claim is accepted and the issue is found to be the result of negligence on our part, we may offer one or more of the following at our discretion:
If we are unable to resolve your concern to your satisfaction, you may request that the matter be escalated internally for senior review. Should the dispute remain unresolved, you may seek external mediation or legal guidance in accordance with Queensland law.
This section outlines the overarching legal and operational conditions that apply to the services provided by Bay City Removals.
These Terms and Conditions, together with any written quote or service agreement, represent the entire agreement between you and Bay City Removals. No verbal representations or prior agreements shall override or affect the interpretation of these terms unless confirmed in writing.
Any variation to these Terms must be agreed to in writing by both parties. We reserve the right to update our Terms and Conditions periodically. The version in effect at the time of booking will apply unless otherwise stated.
We will not be liable for delays or failure to perform our obligations due to events beyond our reasonable control, including but not limited to natural disasters, strikes, road closures, extreme weather, or mechanical failure.
If any provision of these Terms is found to be invalid or unenforceable, the remainder of the Terms will continue to apply to the fullest extent permitted by law.
These Terms and Conditions are governed by the laws of Queensland, Australia. Any legal proceedings arising out of or relating to our services must be brought in the courts of Queensland.
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