TOP GRADE MOVERS – TERMS & CONDITIONS OF SERVICE
Welcome to our Terms and Conditions page. Please read this information carefully before your move to ensure you fully understand both your rights and our obligations.
We recommend contacting your Home & Contents Insurance provider to inform them of your move and check what your policy covers.
While we provide Public Liability Cover, it is important to know that this does not include contents damaged while not in transit. However, in the unlikely event of a traffic accident during transit, the contents can be claimed.
Although our team takes every precaution and uses protective equipment, there is always a minimal risk of damage—especially during adverse weather. Choosing an experienced and responsible moving company helps minimize this risk.
1. Definitions & Agreement
- “The Company”, “We”, “Us”, “Our” means Top Grade Movers.
- “The Customer”, “You”, “Your” means the person, firm, or company engaging the Company’s services. Where more than one, they are jointly and severally liable.
- “Goods” means all items and property to be moved, stored, or handled by the Company under this agreement.
- “Services” means all moving, packing, transportation, storage, and related services provided by the Company.
- “Price” means the agreed cost for the Services as per the quotation and these terms.
- This document constitutes the entire contract between the Company and the Customer. Any instructions received from the Customer constitute acceptance of these terms.
2. Quotations, Variations & Access
- Quotations are estimates based on information provided by the Customer. The Company reserves the right to adjust the Price if the actual volume, weight, dimensions, access conditions (e.g., stairs, elevators, long carries, balconies), or job complexity differs from the stated information.
- Additional charges apply for: address redirection; multi-loading/unloading points; waiting time; provision of packing materials; storage; ferry tolls (Customer’s responsibility to purchase); and any other unforeseen circumstances not accounted for in the original quote.
- The Customer is responsible for ensuring safe, lawful, and adequate access at both collection and delivery sites for our vehicles and personnel. This includes arranging suitable parking within a 15-meter radius. Any fines incurred due to the Customer’s failure to arrange parking will be charged to the Customer.
- The Customer must obtain all necessary permits, licenses, or permissions required for the move (e.g., parking permits, body corporate approvals).
- A charge of $125.00 + GST per item applies for extra heavy or oversized items (e.g., double-door fridges, safes, spa pools, pool tables, pianos, commercial machinery). The Customer must declare such items at the time of booking.
3. Customer’s Responsibilities & Prohibited Items
- Prohibited Items: The Customer must NOT submit for transport: dangerous goods (flammables, explosives, chemicals, aerosols, paints, firearms); perishables; live animals/plants; cash, jewelry, precious metals/stones, negotiable securities, passports, or collections of high sentimental or monetary value.
- The Customer must ensure all refrigerators, freezers, and washing machines are emptied, cleaned, defrosted, and disconnected prior to our arrival. We are not liable for their contents.
- The Customer is responsible for the safe and sufficient packing of all Goods unless a professional packing service is agreed upon and included in the Price.
- The Customer must be present or have an authorized representative present at both pickup and delivery to instruct and sign documentation.
4. Liability for Loss or Damage – “OWNER’S RISK” CONTRACT
1. This is a contract for carriage of goods at the owner’s risk. In accordance with section 248(1)(a) of the Contract and Commercial Law Act 2017, all Goods are carried at the Customer’s risk. This means the Company will pay no compensation if Goods are lost or damaged, unless the Company intentionally loses or damages them.
2. Carrier’s Liability Insurance (Limited Cover): As a supplement to 4.1, Goods are covered by limited liability insurance pursuant to the Carriage of Goods Act 1979 only for direct loss or damage caused by a motor vehicle accident involving Our truck while the Goods are onboard. This insurance is provided free of charge but has significant exclusions.
3. Exclusions from Liability/Insurance: We are NOT liable for, and no insurance covers:
- Pre-existing damage, wear and tear, inherent vice (e.g., existing cracks, fragile items failing).
- Damage due to insufficient packaging or wrapping by the Customer.
- Electrical/mechanical failure of appliances or electronics.
- Minor marking or scuffing to walls, door frames, floors, stairwells, or driveways during the normal course of moving large items. All work on-site is at “Owner’s Risk.”
- Damage to lawns, driveways, footpaths, or underground services (pipes, cables). If You instruct our driver to park or maneuver in an area where such damage is foreseeable, You accept full responsibility.
- Water damage from exceptional weather events, despite our trucks being maintained to be watertight.
- Loss or damage due to theft, fire, explosion, or Act of God.
- Third-Party Fault: If another party (e.g., another driver) causes an accident, You must claim directly from that party’s insurer.
4. Claims Process: Any claim for loss or damage must be:
- Noted on the delivery sheet at the time of delivery.
- Submitted in writing via email to the Company within 24 hours of delivery. Supported by evidence of the damage and the item’s pre-move condition/value (e.g., receipts, photos).
- Only processed after the full Price for the move has been paid.
5. Customer’s Own Insurance: We strongly recommend You arrange comprehensive transit insurance through Your contents insurer or discuss optional transit insurance we can facilitate. Using our Services without such insurance is an acknowledgment You accept the “Owner’s Risk” basis.
5. Payment Terms
- Residential & Non-Account Moves: Payment is due immediately upon completion of Services, before unloading of Goods commences at the final destination. We accept cash, or credit/debit card via mobile EFTPOS.
- Credit Card Fee: Payments by Visa or MasterCard incur a 3% processing fee.
- Commercial/Account Customers: Credit may be offered at the Company’s discretion, with payment due within 7 days of invoice.
- Deposits: A non-refundable deposit of $200.00 is required to secure bookings for inter-regional moves. Payment of the deposit confirms acceptance of these terms.
- Hourly/Local Moves: Charges commence when the truck arrives at the first pickup location. Time charged includes all travel between sites, loading, unloading, and reasonable repositioning. Waiting time due to Customer delay is charged at $120.00 + GST per hour (charged in 15-minute increments).
- Disputed Charges: Any dispute over additional charges must be raised before payment is made, but payment of the undisputed base amount is still required to secure release of Goods.
6. Company’s Rights (Lien & Retention)
1. The Company has a general and particular lien over all Goods in its possession. If the Price is not paid in full when due, We may:
- Refuse to deliver the Goods.
- Move the Goods to secure storage at the Customer’s expense.
- After giving 14 days’ written notice, sell the Goods by auction or private treaty to recover all outstanding amounts, including storage, lien enforcement, and legal costs. Any surplus will be returned to the Customer.
7. Cancellation, Delays & Rescheduling
1. Customer Cancellation:
- More than 48 hours’ notice: A $200 + GST administration fee applies.
- Less than 48 hours’ notice: A cancellation fee of up to 25% of the quoted Price applies, reflecting costs and lost capacity.
2. Customer Rescheduling: A change of date requested within 48 hours of the scheduled move will be treated as a cancellation (clause 7.1) and a new booking must be made.
3. Company Delays/Cancellations: We carry out all work on a “best-effort” basis. We are not liable for delays or cancellations caused by factors beyond our reasonable control (e.g., extreme weather, vehicle breakdown, traffic accidents, prior job delays). If We must delay Your start time by more than 3 hours, You may elect to reschedule at no extra cost or cancel with a full refund of any deposit.
8. Default & Interest
- Overdue accounts will incur a late payment fee of $75.00 + GST and interest at 2.5% per month, compounding monthly.
- All costs incurred in recovering a debt, including debt collection agency fees and legal costs on a solicitor-client basis, will be payable by the Customer.
9. General Provisions
- Severability: If any part of these terms is illegal or unenforceable, it will be severed, and the remainder will stay in force.
- Entire Agreement: These terms constitute the entire agreement and supersede all prior discussions.
- Governing Law: This contract is governed by the laws of New Zealand.
Ready To Get Moving? Get Your Free Quote
Planning a move? Let our experienced team handle everything with care and efficiency. From packing and loading to safe transport and delivery, we make your moving experience smooth, reliable, and stress-free. No matter the size or distance, we’ve got you covered every step of the way.
Call us: 0800 36 36 36
