Terms and Conditions

1. Acceptance of Terms
In these terms and conditions, the following definitions apply:
•    "We" means Delivery Plus Australia Pty Ltd Trading in Victoria as Delivery Plus ABN 46 668 403 905, and "Us" and "Our" have corresponding meanings.
•    "You" means the party entering into the agreement for services with us and includes the party to whom our quotation is addressed and the party by whom the acceptance is signed, and "your" has corresponding meaning.
•    "Goods" means all the furniture and other effects that are the subject of the service.
•    "Services" means the whole of the work undertaken by Us in connection with the goods, including removal and (if applicable) storage.
•    Words in the singular include the plural, and words in one or more genders include all genders.
By accessing or using the services provided by Delivery Plus Australia Pty Ltd ("Delivery Plus", "we", or "our"), you agree to be bound by these terms and conditions. If you do not agree with any part of these terms and conditions, please refrain from using our services.
2. Description of Services
Delivery Plus Australia Pty Ltd offers delivery and logistics services within Australia. Our services include House Removals, Furniture Delivery, Men and Truck Hire, Office and Warehouse Relocation, Business Deliveries, and Storage Solutions.
3. Obligation and Warranties
I. User Information:
You agree to provide accurate and up-to-date information when using our services.
II. Rules and Regulations:
You agree to comply with all applicable laws and regulations when using our services.
III. Consent to Commence the Move:
The team will be provided with a job sheet that is required to be signed by you before the commencement of the move. The job sheet contains details such as the agreed price and job start time. You are required to accept these terms and conditions by ticking the checkbox and signing the job sheet. The move cannot commence until the job sheet is signed.
IV. Presence at Loading and Unloading:
You or an authorized person on your behalf must be present at all times during the move. If any special requests are made during the job, they will be mutually agreed upon and noted on the job sheet and signed by you and the driver.
V. Entering/Travelling in the Vehicle:
You are not allowed to enter or travel in the vehicle at any time. If any damage occurs to an item as a result, the team or company will not be held responsible.
VI. Fragile Goods:
When booking the move, you must inform us verbally and in writing of any items that are fragile or brittle in nature, including antiques and specialty items such as pianos, pool tables, exercise equipment, glass cabinets, and plants. We reserve the right to refuse the transportation of items deemed unsafe.
VII. Accurate List of Items:
There may be more items than initially discussed at the time of booking. We will always try to accommodate extra items, but we cannot guarantee time or space availability. We will discuss alternative options with you if needed.
VIII. Goods Moved in Error or Left Behind:
It is your responsibility to ensure all required items are loaded and that no items are moved in error.
IX. Completion of Move:
Once the move is completed, you or your authorized representative may be asked to sign the feedback form, the job sheet, and the damage waiver form.
X. Safe Environment for Our Drivers:
You are responsible for ensuring a safe working environment for our drivers. If a driver feels unsafe, they have the right to leave the premises with or without the goods in the vehicle. We may unload goods at a warehouse and retain them until paid in full. If goods are not collected within 14 days and payment is not made, we retain the right to sell them to recoup our costs.
XI. Delays:
Delays due to traffic, roadwork, route changes, or vehicle breakdowns are inherent to the removals industry. We are not liable for losses or damages resulting from delays outside our control. We will make reasonable efforts to arrive on time and keep you informed.
4. Damages
I. Damage to Goods- To file a claim for any damages to electronic items like TVs, Printer, Microwave, Fridges, Piano etc, please inspect these items for any issues while our team is still on-site. We cannot process claims for damaged electronic items afterward. While we strive to minimize wear and tear during your move, minor issues like a scratch on the wall or a fridge are possible. If such incidents occur, we encourage you to submit a reasonable claim request. Our compensation typically ranges from $50 to $150, depending on the damage. We carefully assess claims and only accept those that are fair and justifiable. For instance, requesting a brand-new fridge due to a minor scratch or demanding $4000 for a small wall scratch would be considered unreasonable.
II. Damage to Packed Items-We are not liable for breakage of any items in boxes that are not packed by us.
III. Damage to Property- For the purpose of loading or unloading goods, you allow us to enter your property at your risk. We will not be liable for any damages caused to the property, contents, or fittings due to our presence. Although we will take all reasonable care in carrying goods in and out of the premises, you agree to accept this service/assistance at your own risk.
IV. Damage to Third Party Property- If you advise us to pick up or drop goods at a third-party premises, we will not be responsible for any damages caused to that third-party premises. You are advised to arrange for goods to be carried/picked up from outside the third-party premises. If assistance is required and requested by you or your representative at the third-party premises, we may do so for a negotiated fee.
V. Reporting the damage- Despite our best efforts to move your belongings with care, accidents can happen. If any items are damaged during the move, please inform us while our team is at the property. We will not be liable for any damage once the team has left the premises. We advise you to inspect all the goods once they been unloaded.
VI. The Company shall not be held liable for any damage to property or for any personal injury sustained by the Customer or any third party in circumstances where the Customer or such third party elects to participate in the lifting, carrying, or moving of items.

VII. Damage Caused During Delivery
   Delivery Plus will take reasonable care when handling and transporting goods and property. Where damage to goods, premises, fixtures, fittings, flooring, walls, doors, lifts or other property is alleged to have been caused by Delivery Plus,  contractors or representatives during the provision of the Services, the Customer must notify Delivery Plus as soon as reasonably practicable.

VIII. Inspection and Assessment
   Delivery Plus reserves the right to inspect and assess any alleged damage before any repair, replacement or rectification works are authorised or undertaken. The assessment may include determining the cause, extent and reasonable cost of the damage.

IX. Right to Rectify
   Where Delivery Plus accepts responsibility for damage caused by its  contractors, Delivery Plus will be entitled to arrange and manage the reasonable rectification of the damage through a suitably qualified contractor or tradesperson.

X. Opportunity to Rectify
   The Customer must provide Delivery Plus with a reasonable opportunity to inspect and rectify any damage for which compensation or reimbursement is being sought. Unless otherwise required by law or circumstances require urgent action to prevent further damage, the Customer should not authorise third-party repair works before giving Delivery Plus reasonable written notice and an opportunity to address the matter.

XI. Third-Party Repair Costs
   Where a Customer independently engages a third-party contractor without first providing Delivery Plus with a reasonable opportunity to inspect and rectify the damage, Delivery Plus reserves the right to assess whether the resulting costs are reasonable and whether it accepts liability for those costs, subject to the Customer's rights under applicable law.

XII. Standard of Rectification
   Where Delivery Plus accepts liability, rectification will be undertaken to a reasonable professional standard and, where appropriate, with the objective of restoring the affected property to substantially the condition it was in immediately prior to the damage occurring.

XIII. Pre-Existing Damage
   Delivery Plus will not be liable for pre-existing damage, defects, deterioration, structural deficiencies, latent defects, ordinary wear and tear or damage that was not caused by Delivery Plus- contractors.

XIV . Evidence of Damage
   Delivery Plus may request reasonable evidence to assess a claim, including photographs, condition reports, repair quotations, invoices and other relevant documentation. Delivery Plus may also arrange an independent inspection where reasonably necessary.

XV. Limitation of Clause
   Nothing in this clause is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the *Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth))* or any other applicable legislation.

XVI . Good-Faith Resolution
    Delivery Plus and the Customer agree to make reasonable efforts to resolve any damage claim promptly and in good faith, including by allowing Delivery Plus a reasonable opportunity to inspect and, where liability is accepted, rectify the damage before the matter is escalated further.

5. Aggression and Service Denial
5.1. The Company maintains a strict zero-tolerance policy with respect to aggression, harassment, and any form of disrespectful conduct directed toward its employees, agents, or representatives.
5.2. The Company reserves the right, at its sole discretion, to refuse or discontinue service to any individual or entity that engages in such conduct. The Company shall not be liable for any losses, damages, or costs incurred as a result.
6. Insurances
6.1. Booking Deposit:
To secure a booking, the Customer must pay a deposit. For local moves, the deposit is AUD 50; for regional moves, the applicable callout fee applies. The move is not confirmed until this deposit is paid.
6.2. Public Liability Insurance:
We are covered by public liability insurance. Certificate of Currency is available upon request.
6.3. Goods in Transit Insurance:
We do not automatically provide goods in transit insurance. Customers are advised to obtain their own insurance.
7. Exceptions to Physical Damage Coverage Policy
We will cover damage caused by mishandling or improper securing, except in the following cases:
•    Improperly packed items, such as TVs not in original boxes, scientific/musical instruments not in hard cases, loose glass, stone items (marble, granite).
•    Flat-pack or pressed wood furniture (e.g. IKEA, Fantastic Furniture) which is inherently fragile.
•    Mobile storage containers (e.g. PODS, GoBox) are not covered.
•    Internal faults not caused by mishandling are not covered.
8. Cancellation Policy
No charge for cancellations made at least 24 hours prior. A fee of AUD 120 + GST applies for cancellations within 24 hours or same day.
9. Parking and Vehicle Usage
Our team will park as instructed, except in Clearways. If no legal parking is available nearby, we may park elsewhere and charge additional fees. Parking fines and fees will be added to your final invoice.
10. Access and Preparation Requirements
10.1. Access Requirements:
You are responsible for ensuring the premises are accessible, including arranging permits, elevator access, and clearing entryways.
10.2. Preparation Requirements:
All goods must be ready for collection. Appliances should be unplugged and fragile goods secured. Delays due to unpreparedness may incur additional costs.
11. Customer Responsibilities
11.1. Inventory List:
You must provide a full and accurate list of items. We are not liable for missing or damaged items not listed.
11.2. Prohibited Items:
Hazardous, illegal, or perishable items must not be included in the move. You are responsible for any legal or safety issues arising from their inclusion.
11.3. Property Protection:
You are responsible for protecting walls, floors, and other surfaces. We are not liable for damage to unprotected areas.

11.4 Payment Terms and Release of Goods

Payment is due upon completion of the Services and prior to unloading or release of Goods, unless otherwise agreed in writing prior to commencement of the job.
The Customer agrees that payment must be made in full by cash, card, or bank transfer only immediately upon completion of the Services. No credit is offered unless expressly agreed in advance in writing.
The Company retains a contractual and possessory lien over all Goods in its possession and is not required to unload or release any Goods until full payment has been received and cleared.
If payment is not made upon completion, the Company may:
retain the Goods securely on the vehicle or at a storage facility; charge reasonable storage, waiting, redelivery, or administration fees; and recover any additional costs incurred in enforcing payment.
All additional charges will be reasonable and in accordance with industry rates.
12. Delays and Waiting Time
12.1. Waiting Time Charges:
A waiting charge of AUD 60/hour applies if our team is kept waiting due to your delay, after the first 10 minutes at either end.
12.2. Force Majeure:
We are not liable for delays due to events beyond our control (e.g. natural disasters, severe weather, strikes). We reserve the right to cancel or reschedule services as needed.
13. Disposal of Unwanted Items
13.1. Additional charges apply for the disposal of unwanted items. All disposals must comply with local laws, and you are liable for non-compliance.
14. Pets and Living Organisms
14.1. We do not transport pets, plants, or other living organisms. You must make separate arrangements for their transportation.
15. Additional Clauses
15.1. High-Value Items:
Declare any high-value goods in advance (e.g. antiques, electronics). Our liability is limited unless you arrange additional coverage.
15.2. (Reserved)
15.3. Inclement Weather Policy:
We may delay or reschedule a move due to weather conditions that could endanger the crew or your goods. You will be notified and rescheduled promptly.

16. Additional Manpower Requirement
If any item requires more than the assigned team due to weight, size, or difficulty, customers must not force or pressure the movers to proceed. The office must be contacted to arrange additional movers or a separate team.

17. Right to Refuse Unsafe Work
Our movers reserve the full right to refuse to move any item if there is a risk of damage to the item, property, or risk of injury to themselves or others.

18. Balcony & Height Safety Rule
A minimum safety distance of 2 metres must be maintained from any balcony, edge, or height risk while moving items. Movers will not proceed if this safety requirement cannot be met.

19. Feedback and Complaints
All complaints must be sent in writing to info@deliveryplus.com.au during or immediately after the service. Please provide full details and supporting information before pursuing other actions.