Terms & Conditions of Service

1. Definitions

• “Company” means Imperial Relocations
• “Client” refers to the person or entity booking our services
• “Goods” means all items being packed, handled, transported, or stored
• “Services” include relocation, packing, unpacking, storage, or associated activities

2. Booking, Quotes & Confirmation

• Quotes are based on the details provided by the Client. Variations in access, load size, distance, or complexity may alter the final price
• Quotes are valid for 14 days unless otherwise stated
• A booking is only confirmed when a deposit is paid and written/email confirmation is received
• Hourly jobs have a minimum charge (e.g. 2 hours + travel). Fixed-price jobs must be pre-agreed in writing

3. Cancellations & Rescheduling

• More than 48 hours’ notice: No charge
• 24–48 hours’ notice: $100 fee or 25% of the estimated job cost (whichever is greater)
• Less than 24 hours’ notice or no-show: Up to 50% of the job value may be charged
• Reschedules are subject to availability and must be requested at least 24 hours prior

4. Client Responsibilities

The Client agrees to:

• Provide accurate information about access conditions, item list, and destinations
• Ensure all items are properly packed and ready unless packing services are included
• Be present or represented on-site during pickup and delivery
• Ensure suitable parking is available (parking fines are the Client’s responsibility)
• Notify us in advance of fragile, oversized, or unusually heavy items (e.g. safes, pianos)
• Disclose hazardous items (which we may refuse to move)

5. Service Scope & Limitations

The Company may:

• Decline to move: hazardous goods, fuel, flammables, firearms, unsealed liquids, pets, or live animals
• Refuse access where it is unsafe (e.g. no clear stair access, low balconies, unsafe surfaces)
• Bill for extra time if delays occur due to poor access, unpreparedness, or incorrect info
• Cease or suspend work if staff safety is compromised

6. Insurance & Risk

• The Company exercises all reasonable care, but does not insure the Client’s goods by default
• We strongly recommend Clients obtain appropriate removalist or transit insurance.( or contact our office to arrange the coverage)
• Liability is limited to $100 per item and $1,000 total unless additional coverage is arranged
• The Company is not liable for:
• Goods packed by the Client
• Minor scratches, scuffs, or wear from standard handling
• Electrical appliances or internal contents (unless clearly damaged by us)
• Delays due to traffic, weather, breakdowns, or third-party failures

7. Storage (If Applicable)

• Items held in storage remain the Client’s responsibility unless otherwise agreed in writing
• Fees are payable monthly in advance
• We require 48 hours’ notice to access or retrieve stored goods
• Unpaid storage over 60 days may result in disposal or sale under lien law

8. Delays & Access

• Time starts when our team arrives at the pickup address and stops at final drop-of
• Waiting time, travel time, and multiple stops are all billable
• Difficult access (e.g. more than one flight of stairs, no lift, long carries) may incur surcharges
• If a job is paused due to issues outside our control, we reserve the right to bill for downtime

9. Subcontracting

• We may subcontract services to trusted partners without prior notice
• All subcontractors operate under the same standards and insurance requirements

10. Right to Refuse or Cease Work

We reserve the right to:

• Refuse a job if there’s unsafe access, abusive behavior, or the client is under the influence
• Terminate a job if conduct becomes threatening or conditions are not as described

11. Claims & Complaints

To lodge a damage claim, the customer (or their representative) must:

• Be present throughout the move
• Notify our team immediately on-site of any damage, and
• Report it to the office before the job is completed
• Claims received outside this window may be denied

Imperial Relocations accepts no responsibility for any damage reported after the service has concluded

12. Privacy Policy

• We collect personal information only for the purpose of providing our services
• Your details will not be sold or shared with third parties, except as legally required or operationally necessary (e.g. insurance, subcontractors)
• See our full Privacy Policy for more detail

13. Force Majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including but not limited to: natural disasters, road closures, strikes, or pandemics.

14. Limitation of Liability

To the maximum extent permitted by law:

• Our liability is limited to re-performing services or refunding fees paid
• We are not liable for indirect, incidental, or consequential losses
• Nothing in these Terms excludes guarantees under the Australian Consumer Law where applicable

15. Governing Law

These Terms are governed by the laws of Victoria, Australia.

Any disputes shall be handled under the exclusive jurisdiction of Victorian courts.

Conclusion

By booking or using Imperial Relocations, the Client acknowledges and agrees to these Terms & Conditions. These terms are designed to ensure a smooth, transparent, and fair service for both parties and provide reasonable protection for our business operations under Australian and Victorian law.

Questions?