Terms & Conditions

These Terms & Conditions apply to all moving, removal, packing, loading, transport, unloading and related services provided by TPSK Pty Ltd trading as Top Movers Australia (“Top Movers Australia”, “Top Movers”, “we”, “us” or “our”). By accepting a quote, paying a deposit, confirming a booking, allowing the move to proceed or using our services, the customer (“you” or “your”) agrees to these Terms & Conditions.
These Terms are designed to explain the rights, responsibilities and limits of both parties. Top Movers Australia will take reasonable care when providing services; however, moving work involves manual handling, lifting, stacking, access limitations, road transport and movement of used household or commercial goods. The customer agrees that not every mark, scratch, dent, chip, breakage, fault or claim is automatically the responsibility of Top Movers Australia.

1. Quotes, Bookings and Charges

All quotes are based on the information provided by the customer at the time of enquiry or booking. Quotes may be revised if the information provided is incomplete, incorrect, changed, or if access, item list, distance, stairs, parking, heavy items, fragile items, waiting time or job conditions are different from what was originally disclosed.
Unless otherwise stated in writing, quotes do not include government fees, tolls, parking fines, storage, special equipment, specialist trades, council permits, insurance upgrades, external insurance, disposal fees, packing materials, difficult access charges or any other charges outside the agreed moving service.

Minimum Booking Time and Call-Out Charge

Unless otherwise stated in writing, all hourly moving services are subject to a minimum booking of 2 hours plus the applicable call-out charge. The minimum booking applies regardless of the actual time taken to complete the move and covers the costs of reserving the moving team, truck, scheduling, mobilisation and the minimum working time allocated to your booking.

The call-out charge is separate from the hourly moving charge and contributes towards travel, fuel, vehicle operating costs and mobilising the truck and crew to and from your pickup location.

Chargeable moving time commences when our moving team arrives at the scheduled pickup address and continues until the agreed moving services are completed at the final delivery address. Where the move is completed in less than the minimum booking period, the full 2-hour minimum charge and applicable call-out charge will still apply. Additional time beyond the minimum booking period is charged in 30-minute increments at the agreed hourly rate, unless otherwise stated in writing.

The applicable hourly rate, minimum booking period and call-out charge will be shown in your quote or booking confirmation. By accepting a quote, paying a deposit or confirming your booking, you acknowledge and agree to these charges.

Top Movers Australia reserves the right to apply reasonable additional charges where:

• The item list is larger than originally provided.
• Additional pickup or drop-off locations are added.
• Access is difficult, unsafe, steep, narrow, long-distance or not properly disclosed.
• There are stairs, lifts, long walks, poor parking, steep driveways, narrow hallways or restricted access.
• Heavy, awkward, fragile, high-value or special items were not disclosed before booking.
• There is waiting time caused by keys, settlement, lift access, building management, customer delays or other circumstances outside our control.
• The job takes longer than estimated due to circumstances outside our reasonable control.

Truck Size, Crew Size and Recommendations

Any recommendation we make regarding truck size, number of movers or estimated time is based solely on the information provided by the customer at the time of enquiry or booking. As we do not physically inspect the goods before the move, we cannot guarantee that the recommended truck size or crew will be sufficient for the actual volume, weight, item types or access conditions present on the day.

It is the customer’s responsibility to review the recommended truck size and crew and to request an upgrade or downgrade before the move if the customer believes it is not suitable for their goods.

Where the recommended truck or crew is not sufficient to complete the move as booked, additional trips, additional time, additional movers or an additional vehicle may be required and will be charged at the applicable rates. Where the move cannot be completed within the time available, Top Movers Australia may need to reschedule the remaining work, and additional charges may apply.

Where a booking includes additional crew or a larger vehicle, a higher minimum booking period may apply. The minimum booking period applicable to your job will be confirmed in your quote or booking confirmation.

2. Customer Responsibilities

The customer is responsible for providing complete and accurate information before the move. This includes item list, pickup and drop-off addresses, stairs, lifts, access conditions, parking, driveway conditions, distance from truck to door, heavy items, fragile items, special items, dismantling or assembling requirements and any risks that may affect the move.
The customer must:

• Be present, or have an authorised representative present, at pickup and delivery.
• Ensure all items to be moved are clearly identified.
• Ensure no items are left behind or taken by mistake.
• Check the truck before completion if they believe any item is missing.
• Provide safe, legal and suitable parking for the truck.
• Arrange any required council permits, loading zone access or building approvals.
• Ensure lifts, loading docks and building access are booked where required.
• Ensure items are emptied, cleaned, unplugged, drained, defrosted and ready to move.
• Ensure appliances are disconnected and prepared before the team arrives.
• Ensure items will fit through doors, stairs, lifts, hallways and access points.
• Disclose any item that is heavy, fragile, second-hand, high-value, repaired, unstable, already damaged or purchased from a marketplace, auction or private seller.

If the customer fails to provide accurate information or safe access, Top Movers Australia may refuse, stop, delay or reschedule the job, and the customer may still be liable for call-out, waiting time, cancellation or other reasonable charges.

3. Work Not Included Unless Agreed in Writing

Unless specifically agreed in writing, Top Movers Australia does not provide the following services:

• Electrical, plumbing, gas, air-conditioning or specialist trade work.
• Disconnecting or reconnecting appliances, fixtures or fittings.
• Removing or installing doors, windows, balcony railings or building fixtures.
• Hoisting items over balconies or through windows unless agreed in writing and safely possible.
• Dismantling or assembling complex furniture, sheds, outdoor equipment, gym equipment, pool tables, pianos or specialist items.
• Moving items from unsafe lofts, roofs, crawl spaces, steep areas or unsafe locations.
• Packing fragile items unless packing service has been specifically booked.
• Supplying specialist packaging unless agreed before the move.

Our movers may carry basic tools, but if special tools, tradespeople or specialist handling are required, it is the customer’s responsibility to arrange this unless otherwise agreed in writing.

Where the customer requests packing materials, boxes or protective materials on the day of the move that were not booked in advance, any time spent sourcing, purchasing or collecting those materials forms part of the chargeable job time, in addition to the cost of the materials themselves.

4. Insurance, Liability and Customer Responsibility

Top Movers Australia is insured under current commercial motor, public liability and marine cargo / carriers protect insurance policies. Public Liability cover is up to $10 million, and Marine Cargo / Carriers Protect cover is up to $100,000, subject to the relevant policy terms, conditions, exclusions, excesses, evidence requirements and insurer assessment.
Insurance cover does not mean every item, every type of damage or every claim is automatically covered. Any claim may be declined, limited or reduced if the item was not properly packed, was already damaged, was weak or unstable, was made from fragile or poor-quality material, was purchased second-hand or from an unknown source, was moved against advice, or if the customer failed to disclose important information before the move.
Where an insurance claim is lodged, assessed, accepted or processed, a minimum claim excess of $1,000 may apply and may be payable by the customer before any claim is finalised, unless otherwise agreed in writing by Top Movers Australia.
Top Movers Australia does not guarantee that any item will be covered by insurance unless cover is confirmed in writing by the insurer or relevant insurance provider.

5. High-Value Items and Optional External Insurance

The customer must inform Top Movers Australia in writing before booking if they have any high-value, fragile, antique, sentimental, commercial, auction, marketplace, marble, stone, glass, mirror, artwork, television, electronic, musical, oversized, unusually heavy or special item that they want specifically protected, assessed or insured.
Standard insurance arrangements may not be suitable for all items, especially high-value, fragile, second-hand, unpacked, unknown-condition or specialty goods.
If the customer requires specific cover for any item, the customer should notify Top Movers Australia before the move so Top Movers Australia can advise whether the item may require separate specialist insurance. Where appropriate, Top Movers Australia may suggest that the customer arrange their own external insurance provider before the moving date.
If the customer does not disclose special, high-value or fragile items before the move, Top Movers Australia may limit or decline responsibility for any claim relating to those items.

6. Fragile, Marble, Glass, Mirror and Decorative Items

Fragile, decorative, lightweight, brittle, low-cost imported, poorly manufactured or poorly packed items are moved at the customer’s own risk unless they are properly packed, protected and clearly disclosed to Top Movers Australia before the move.
Marble tops, stone tops, glass tops, mirrors, pictures, artwork, televisions, monitors, ceramic items, plaster items, chandeliers, display items, decorative furniture and similar fragile goods must be packed in proper protective packaging, crates, cartons, bubble wrap, blankets or original manufacturer packaging before the move.
If the customer asks Top Movers Australia to move these items unpacked, loosely packed or without proper protection, they are moved entirely at the customer’s own risk.
Top Movers Australia is not responsible for cracks, chips, scratches, cosmetic marks, dents, scuffs, loose joints, internal weakness or breakage to fragile, brittle, marble, stone, glass, mirror or decorative items where the item was not properly protected before the move or where the item’s strength, condition or previous damage cannot be reasonably verified.

7. Fragile Item Insurance Condition

Fragile items, including but not limited to televisions, monitors, mirrors, glassware, glass tops, marble tops, stone tops, artwork, decorative items, ceramic items and similar goods, may only be considered for insurance assessment if they were properly packed, protected, disclosed to Top Movers Australia before the move, and handled directly by Top Movers Australia during the move.
If fragile items are unpacked, loosely packed, packed by the customer without suitable protection, moved against advice, or their previous condition cannot be verified, Top Movers Australia may decline or limit liability for any damage claim relating to those items.
Where the customer wants specific protection or insurance for any fragile, high-value or special item, the customer must inform Top Movers Australia before booking so that separate specialist insurance options can be discussed before the move.

8. Second-Hand, Marketplace, Auction and Unknown-Condition Items

Items purchased from Facebook Marketplace, Gumtree, auctions, second-hand stores, clearance sales, deceased estates, storage units or private sellers may have unknown history, hidden damage, poor assembly, previous repairs, missing parts, weak joints or structural weakness.
These items are moved at the customer’s own risk unless their condition, value and packaging are disclosed in writing before the move and accepted by Top Movers Australia.
Top Movers Australia may decline or limit liability for damage to second-hand, marketplace, auction, clearance or unknown-condition items where the previous condition cannot be reasonably verified.

9. Cosmetic Damage and Wear-and-Tear

Minor cosmetic damage, including small scratches, scuffs, dents, chips, rubbing marks, paint wear, polish marks, surface impressions, pressure marks and normal wear-and-tear type issues, may not be covered by insurance and may not be accepted as a claim unless there is clear evidence that the damage occurred directly due to negligence by Top Movers Australia during the move.
Top Movers Australia is not responsible for normal wear and tear, natural deterioration, loose joints, weak materials, previous repairs, fading, rust, swelling, water damage, sun damage, poor construction or pre-existing weakness.

10. Flat-Pack, MDF, Chipboard and Pressed-Wood Furniture

Flat-pack furniture, MDF, chipboard, particle board, pressed-wood furniture, low-cost furniture and furniture intended to be dismantled before transport can be weak and unstable during moving.
Top Movers Australia is not responsible for damage to these items where the damage is caused by poor construction, age, previous assembly, weak joints, missing screws, loose fittings, previous repairs, customer instruction not to dismantle, or the item’s inherent weakness.
If Top Movers Australia recommends dismantling an item and the customer instructs the team to move it without dismantling, the item is moved at the customer’s own risk.

11. Televisions, Electronics, Appliances and Mechanical Items

Televisions, monitors, computers, sound systems, appliances, fridges, washing machines, dryers, recliners, adjustable beds, gym equipment and other electrical or mechanical items must be properly packed and prepared before the move.
Top Movers Australia is not responsible for internal faults, electronic faults, mechanical failure, software issues, loss of data, calibration issues or operational issues unless there is clear evidence of external physical damage caused directly by Top Movers Australia during the move.
Fridges and freezers must be emptied, defrosted and cleaned before moving. Washing machines, dishwashers and similar appliances must be disconnected, drained and prepared before moving.

12. Customer-Packed Items and Boxes

Top Movers Australia is not responsible for internal damage to boxes, bags, tubs, cartons or items packed by the customer unless there is clear external damage caused by mishandling by Top Movers Australia.
The customer is responsible for ensuring boxes and items are packed safely, securely and suitably for transport. Fragile items must be clearly marked and packed with suitable protection.

13. Goods Not to Be Submitted for Removal

The following items must not be submitted for removal unless agreed in writing:

• Illegal, stolen, dangerous, explosive, flammable or hazardous goods.
• Gas bottles, aerosols, chemicals, paints, firearms, ammunition or dangerous substances.
• Money, jewellery, watches, precious stones, deeds, documents, securities, stamps, coins or valuable collections.
• Perishable items or goods requiring temperature-controlled conditions.
• Animals, birds, fish, reptiles or pets.
• Plants, unless accepted by Top Movers Australia at the customer’s own risk.
• Goods likely to cause infestation, contamination, smell, leakage or pest issues.
• Items requiring special licence, permit or government approval.

If the customer submits prohibited or unsafe goods without disclosure, Top Movers Australia may refuse to move them and accepts no liability for loss, damage, delay or cost arising from those goods.

14. Access, Parking, Stairs and Safety

The customer must disclose all access conditions before booking. This includes stairs, lifts, steep driveways, narrow access, long walks, tight hallways, poor parking, loading zones, building restrictions, balcony access, low-clearance areas and any unsafe condition.
Providing safe and legal parking is the customer’s responsibility. Any parking fines, waiting charges, access delays or additional costs caused by lack of legal parking or access may be charged to the customer.
Top Movers Australia may refuse to move items if the team reasonably believes the work is unsafe, may cause injury, may damage property, may damage the item, or cannot be completed safely with the resources booked.

Stairs, Flights and Internal Access

For the purposes of these Terms & Conditions, one flight of stairs means up to 12 individual steps. Any staircase containing more than 12 steps is treated as more than one flight, and additional stair charges may apply as advised in your quote or confirmed before the work proceeds.

Stairs, internal steps, external steps, split levels, steep driveways, sloped or declining driveways and long carrying distances must be disclosed before booking. Where stairs or steps are not disclosed, or are greater in number than disclosed, additional charges may apply.

Where a lift is available and is to be used, the customer must ensure the lift is booked, operational and available for the duration of the move. If a booked lift is unavailable, out of service or restricted and stairs must be used instead, additional time and stair charges may apply.

Difficult and Restricted Access

Restricted or difficult access includes, but is not limited to:

• No safe or legal parking available within 25 metres of the entrance.
• No truck access to the property, or a driveway a truck cannot safely enter, exit or turn in.
• Steep, sloped, narrow, unsealed or declining driveways.
• Low-hanging trees, low clearance, overhead obstructions or height restrictions.
• Narrow doorways, tight corners, cramped staircases, restricted hallways or narrow gateways.
• Long carrying distances between the truck and the door.
• Unsealed, uneven, soft, muddy or otherwise unsafe ground.
• Restricted access times, loading dock bookings, boom gates or building management requirements.

All access conditions at both the pickup and delivery addresses must be disclosed before booking. Where access on the day is materially different from what was disclosed, additional charges may apply, additional time may be required, or Top Movers Australia may be unable to complete the move as booked. Where access is unsafe, Top Movers Australia may decline to perform that part of the work in accordance with section 20.

Heavy, Bulky and Awkward Items

Items weighing more than 100 kg, and items that are unusually bulky or awkward regardless of weight — including pianos, pool tables, safes, stone and marble tops, large fridges, gym equipment, spas, oversized lounges and similar goods — must be disclosed in writing before booking. Photographs, dimensions and approximate weight must be provided where requested.

Additional movers, additional time, specialist equipment, trolleys or an additional vehicle may be required for these items and will be charged accordingly.

Where a heavy, bulky or awkward item is not disclosed before the move, Top Movers Australia may decline to move the item, and waiting time, cancellation or additional charges may apply. Where the customer requests fewer movers than recommended for such an item, the customer must arrange suitable additional assistance at both addresses, and the item is moved at the customer’s own risk.

15. Damage to Premises or Property Other Than Goods

If Top Movers Australia causes damage to premises or property other than goods as a direct result of negligence, our liability is limited to making good the damaged area only, subject to evidence, assessment and fair wear and tear.
Top Movers Australia is not liable for damage caused by poor access, narrow spaces, customer instructions against advice, pre-existing property condition, weak surfaces, poor building condition, tight staircases, low ceilings, sharp corners or circumstances outside our reasonable control.
If the customer instructs the team to move an item in a way that Top Movers Australia warns may cause damage, and the customer instructs the team to proceed anyway, the customer accepts the risk.

16. Damage Claims and Time Limit

Any damage, loss or complaint must be reported to Top Movers Australia before the moving team leaves the delivery address, or within 24 hours of job completion.
The customer must provide clear photos, videos, item condition details, purchase information, repair quotes and any other evidence requested by Top Movers Australia or the insurer.
Top Movers Australia may reject or limit claims where:

• Damage is reported late.
• The item was not inspected before the team left.
• Another person moved, handled, unpacked or used the item after delivery.
• The item was unpacked after the move without Top Movers Australia present.
• There is insufficient evidence showing the damage occurred during the move.
• The item was already damaged, weak, unstable or poorly packed.
• The customer failed to disclose the item’s true condition, value, weight or risk before the move.

Top Movers Australia may, at its discretion and without admission of liability, offer repair assistance, goodwill compensation or a capped settlement for minor matters. Any goodwill offer does not mean Top Movers Australia accepts legal liability or insurance responsibility.

17. Delays and Arrival Times

Any arrival time given by Top Movers Australia is an estimate only. We do our best to arrive within the advised window; however, moving jobs can be delayed by previous jobs, traffic, weather, customer delays, access issues, settlement delays, lift delays, parking issues, road accidents or other circumstances outside our control.
Top Movers Australia is not liable for loss, cost, inconvenience or consequential loss caused by delay, unless required by law.

18. Payment Terms

Payment must be made during unloading and before the moving team completes the final unloading or leaves the delivery address, unless otherwise agreed in writing. Top Movers Australia may request a deposit or upfront payment to confirm a booking.
Accepted payment methods may include cash, bank transfer, card payment or payment link, subject to availability. Card or payment-link processing fees may apply where applicable.
Top Movers Australia reserves the right to charge the customer’s nominated card or request payment during or at completion of the job for services provided, waiting time, additional time, agreed charges, tolls, parking, storage or other amounts owing.
All invoices must be paid by the due date. Unpaid accounts may be referred for recovery, debt collection or legal action. The customer may be liable for reasonable debt collection fees, legal costs, interest and recovery expenses.

19. Cancellation and Rescheduling

Once a booking is confirmed, Top Movers Australia reserves time, movers and truck availability for the customer.
If the customer cancels or reschedules less than 24 hours before the booked start time, a cancellation fee may apply. This may include a minimum one-hour charge, call-out charge, deposit retention or other reasonable costs incurred by Top Movers Australia.
If Top Movers Australia attends the pickup address and the customer is not ready, not contactable, provides incorrect information, has unsafe access, has no parking, or the job cannot proceed due to customer-related reasons, cancellation, waiting time or call-out charges may apply.

20. Right to Refuse, Stop or Terminate Work

Top Movers Australia may refuse, stop, suspend or terminate a job if:

• The work environment is unsafe.
• The customer provides incorrect or incomplete information.
• The job is materially different from what was booked.
• There is abuse, threats, aggression or unsafe behaviour.
• Legal parking or safe access is not available.
• The item is unsafe, too heavy, too fragile, unstable or cannot be moved safely.
• The customer refuses to pay agreed charges.
• The customer asks the team to perform work outside the agreed service or against safety advice.

If a job is stopped or terminated due to customer conduct, unsafe conditions or incorrect information, the customer may still be liable for charges incurred.

21. Staff Abuse and Safety

Top Movers Australia does not tolerate verbal abuse, threats, harassment, intimidation, discrimination, unsafe behaviour or violence toward staff, contractors or representatives.
If our team is forced to leave due to abuse, threats, unsafe behaviour or unacceptable conduct, the customer remains liable for the work completed, call-out charges, waiting time and any other reasonable costs incurred.

22. Subcontractors

Top Movers Australia may subcontract part or all of a job where required. These Terms & Conditions continue to apply to subcontracted work.

23. Route, Method and Vehicle Use

Top Movers Australia has the right to choose the route, method, truck, team and process used to complete the work, unless otherwise agreed in writing.
Where appropriate, truck space may be used for more than one customer’s goods, provided this does not unreasonably affect the agreed service.

24. Lien and Right to Hold Goods

If the customer fails to pay charges due, Top Movers Australia may exercise a lien over goods in our possession. This means we may hold goods until all outstanding amounts, storage fees, redelivery fees, recovery costs and related charges are paid.
If payment remains outstanding, Top Movers Australia may, after giving reasonable written notice where required, sell or dispose of goods in accordance with applicable law to recover amounts owed.

Storage, Failed Delivery and Redelivery

Where delivery cannot be completed on the scheduled day for reasons outside our reasonable control — including but not limited to the delivery property not being available, settlement not being completed, keys not being available, access being refused or unavailable, the customer not being contactable, or the customer being unable or unwilling to accept delivery — Top Movers Australia may place the goods into secure storage.

Where delivery is delayed on the day, waiting time is charged in 30-minute increments at the applicable hourly rate.

Where goods are placed into storage:

• Goods will be held at a secure storage facility.
• Storage is charged at a minimum of $500 per week or part week, unless otherwise agreed in writing.
• Loading, unloading, handling and double-handling labour is charged at the applicable hourly rate.
• Redelivery is charged as a new booking, including the applicable call-out charge, minimum booking period and hourly rate.
• All outstanding moving charges, storage charges, labour and redelivery charges must be paid in full before goods are released or redelivered.

These charges reflect the genuine costs incurred by Top Movers Australia, including storage space, additional handling, vehicle time, crew time and administration, and are payable in addition to the original moving charges. Storage and redelivery charges will be confirmed to the customer in writing at the time storage becomes necessary.

Goods held in storage remain subject to our rights under section 24 (Lien and Right to Hold Goods).

25. Photos, Videos and Job Records

Top Movers Australia may take photos or videos before, during or after a job for operational records, access evidence, item condition evidence, safety, damage assessment, insurance claims, dispute resolution, staff training or service improvement.
Top Movers Australia may use non-private job photos or videos for marketing only where appropriate and without disclosing sensitive personal information. Customer faces, private documents, addresses or clearly private information will not be intentionally published without permission.
If the customer does not want photos or videos used for marketing, they should notify Top Movers Australia in writing. This does not prevent Top Movers Australia from keeping photos or videos for job records, safety, insurance, evidence or dispute purposes.

26. Reviews, Public Comments and Disputes

Top Movers Australia welcomes honest feedback. If the customer has a concern, they should contact Top Movers Australia first so we can review the matter fairly.
Top Movers Australia may keep records of communications, photos, job notes, payment details, access issues, damage reports and customer instructions to respond to disputes, reviews, chargebacks, claims or legal matters.

27. No Consequential Loss

To the maximum extent permitted by law, Top Movers Australia is not liable for indirect, special or consequential loss, including loss of income, loss of rent, missed settlement, missed flights, hotel costs, business interruption, emotional distress, inconvenience, loss of opportunity or third-party charges arising from delay, damage, cancellation or service disruption.

28. Australian Consumer Law

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights the customer may have under the Australian Consumer Law or any other law that cannot lawfully be excluded.
Where Top Movers Australia is legally responsible for loss or damage, our responsibility will be assessed based on the evidence, circumstances, item condition, customer disclosure, packing quality, access conditions, policy terms and applicable law.

29. Contact Details

For questions, bookings, claims or complaints, please contact:
Top Movers Australia
Business: TPSK Pty Ltd trading as Top Movers Australia
ABN: 34 648 898 775
Phone: 0481 353 300
Email: support@topmovers.com.au
Website: https://www.topmovers.com.au