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1. Introduction

YTL Movers Pty Ltd (referred to as "the Company") is dedicated to delivering professional, high-quality, and hassle-free moving services. These Terms of Service ("Terms") establish the rights, responsibilities, and obligations of both the Company and the customer ("Customer"). By using the Company’s services, the Customer agrees to fully comply with these terms without exceptions or modifications.

2. Insurance for Damages

2.1 Non-Electronic Items  

The Company will exercise utmost care when handling non-electronic items such as furniture, decorations, and household goods. Despite these efforts, the Customer must report any damage to non-electronic items within twenty-four (24) hours after the completion of the move to make a valid claim under the provided insurance coverage. Claims made after this period will not be accepted, and the Company shall not bear responsibility.

2.2 Electronic Items  

For electronic items (e.g., refrigerators and other appliances), the Company's liability is limited to external physical damage. The Company is not responsible for internal malfunctions unless it is conclusively proven that such issues were caused by external impacts during handling. The Customer should inspect electronic items upon delivery and report any damage before signing off.

2.3 Fragile Items  

Insurance for fragile items such as glassware, mirrors, and televisions is applicable only when they are packed in their original packaging or a properly secured and well-fitted box, as deemed suitable by the Company. Insurance covers external damage only, excluding internal damage or issues resulting from improper packing by the Customer.

3. Liability for Customer-Packed Items

The Company assumes no liability for damage to items packed by the Customer or third parties. This includes fragile items like artwork, glassware, and crockery that could sustain damage during transport due to road conditions (e.g., bumps and vibrations). For added safety, the Customer is encouraged to use the Company's professional packing services.

4. General Wear and Tear

4.1 Normal Wear and Tear  

Minor wear and tear—such as small scratches, dents, or scuffs on walls, flooring, or furniture—may occur during the moving process. The Company is not liable for such occurrences unless they are directly caused by gross negligence or intentional misconduct by its staff. Where applicable, compensation will be assessed fairly and limited to a range of fifty Australian dollars (AUD 50) to one hundred fifty Australian dollars (AUD 150), based on the nature and extent of the damage.

4.2 On-Field Compensation Policy  

If on-field compensation is offered and accepted by the Customer, no further claims for additional compensation will be considered, regardless of subsequent communications or written confirmations.

5.1 Zero-Tolerance Policy YTL Movers Pty Ltd strictly enforces a zero-tolerance approach to aggression, harassment, or any disrespectful behavior directed toward its staff, representatives, or agents. Aggression includes, but is not limited to, hostile, threatening, abusive, or intimidating actions, whether verbal or physical, that aim to harm or distress personnel.

5.2 Service Refusal The Company reserves the right to refuse or discontinue services for individuals or entities engaging in aggressive or disrespectful conduct. In such cases, YTL Movers Pty Ltd shall not be held responsible for any losses, damages, or costs resulting from the service denial.

6.1 Booking Deposit To confirm a booking, customers are required to pay a deposit as follows: AUD 50 for local moves, the standard callout fee for regional moves, and 33.3% of the total moving cost for interstate moves.

6.2 Customer Cancellations Deposits are non-refundable should the customer choose to cancel the booking. Deposits cover administrative costs and resource allocation. Cancellations made on the day of the move will incur a minimum charge equivalent to 2.5 hours of service.

6.3 Company Cancellations If YTL Movers Pty Ltd cancels a booking for reasons not related to a breach of terms by the customer, the full deposit will be refunded. Refunds provided under this clause constitute the customer’s sole remedy, with no further liability on the part of the Company.

7.1 Payment Requirement Payment must be made when 75% of the unloading process is completed, defined as 75% of the items being unloaded from the Company’s vehicle. Customers are expected to ensure timely payment.

7.2 Payment Methods and Additional Fees The Company accepts payment via cash, bank transfer, or credit/debit cards. A 2.2% surcharge applies to card payments. Additionally, a 10% Goods and Services Tax (GST) is applied to the total bill, as per Australian regulations.

Customers can report issues or share feedback about the Company’s staff or services by contacting YTL Movers Pty Ltd through the designated phone number or email. The Company will address concerns diligently and in good faith.

9.1 Toll Roads The use of toll roads during moves requires written approval from the customer. Any toll charges incurred at the customer’s request will be the customer’s responsibility.

9.2 Amendments to Terms YTL Movers Pty Ltd reserves the right to amend or update these terms as needed. Any changes will be communicated through the Company’s website or email. Continued use of services implies acceptance of revised terms.

These Terms are governed by the laws of the state or territory in which the services are provided. Disputes will fall under the exclusive jurisdiction of ACT Civil & Administrative Tribunal (ACAT) and/or ACT Magistrates Court

11.1 Access to Premises It is the sole responsibility of the Customer to ensure that the Company’s moving crew has clear and unrestricted access to the premises. This includes securing necessary parking permits, reserving elevators, and removing any obstacles from entry points. YTL Movers Pty Ltd shall not be held responsible for delays or additional charges that result from the Customer’s failure to provide adequate access.

11.2 Preparation of Items The Customer is required to have all items ready for transportation before the arrival of the Company’s moving crew. This includes tasks such as unplugging appliances, securing delicate or fragile items, and other necessary preparations. The Company is not liable for any delays or additional costs caused by inadequate preparation on the part of the Customer.

12.1 Providing an Inventory List The Customer must supply a complete and accurate inventory of all items to be moved. The Company will not be liable for the loss or damage of items that were not disclosed by the Customer prior to the move.

12.2 Prohibited Items Customers must refrain from including hazardous, illegal, or prohibited items in their move. Examples include flammable materials, illegal substances, and perishable goods. YTL Movers Pty Ltd reserves the right to refuse transportation of such items and disclaims all responsibility for any consequences arising from their inclusion.

12.3 Property Protection The Customer is expected to take reasonable steps to protect their property, such as walls, flooring, and other vulnerable areas, during the move. The Company will not accept liability for any damage to property that was not adequately safeguarded.

13.1 Additional Charges for Waiting Time If delays occur due to circumstances within the Customer’s control—such as lack of access, unprepared items, or payment delays—the Customer will incur additional waiting time charges at the Company’s standard hourly rate.

13.2 Circumstances Beyond Control (Force Majeure) YTL Movers Pty Ltd will not be held liable for delays or failure to perform services due to events beyond its reasonable control, including natural disasters, adverse weather conditions, road closures, strikes, or other unforeseen occurrences. In such situations, the Company reserves the right to reschedule or cancel services without incurring any liability.

14.1 Temporary Storage Solutions If the Customer’s destination is unavailable at the time of the move, the Company may offer short-term storage services upon request. These services will be subject to additional fees and governed by a separate storage agreement.

14.2 Limited Liability for Stored Items The Company’s liability for items placed in storage is limited to external damage only. The Company is not responsible for damage caused by internal conditions, inherent defects, or other uncontrollable factors. Customers are encouraged to obtain additional insurance for high-value items stored with the Company.

15.1 Transport of Valuables YTL Movers Pty Ltd strongly advises customers to personally handle the transportation of valuables, including but not limited to jewelry, essential documents, and personal belongings. The Company accepts no responsibility for the loss or damage of these items during the move.

16.1 Liability Cap The Company’s liability for any damage or loss to a customer’s property is capped at one hundred Australian dollars (AUD 100) per item, with a total liability limit of one thousand Australian dollars (AUD 1,000), unless otherwise agreed in writing prior to the move.

16.2 Exclusion of Indirect Losses YTL Movers Pty Ltd is not liable for indirect, incidental, or consequential losses incurred by the Customer, including but not limited to loss of income, business opportunities, or profits.

17.1 Submission of Claims Customers must submit claims for loss or damage in writing within 24 hours of the move’s completion. Claims filed after this period will not be considered, and the Company will have no obligation in relation to such claims.

17.2 Required Evidence To process a claim, customers must provide supporting documentation, such as photographs of the damage, proof of ownership, and any other relevant evidence. Failure to supply adequate proof will result in the claim being declined.

18.1 Allocation of Crew Members The number of crew members assigned to a move will be determined by YTL Movers Pty Ltd, based on factors such as the size, scope, and location of the job. This ensures safe and efficient service delivery.

18.2 Use of Subcontractors The Company reserves the right to subcontract portions or all of the moving services. Subcontractors engaged by YTL Movers Pty Ltd will meet licensing and insurance requirements, and adhere to the same service standards and obligations set forth in these Terms.

19.1 Public Liability Goods in Transit Insurance YTL Movers Pty Ltd provides Public Liability Goods in Transit insurance to cover external damage sustained during transport. This insurance does not extend to internal damage unless associated with external physical damage, nor does it cover damage caused by inherent defects or inadequate packing. Customers are encouraged to ensure proper packaging to mitigate risks.

20.1 Property Damage YTL Movers Pty Ltd is not responsible for any damage caused to the Customer’s premises, including walls, floors, ceilings, or fixtures, except in cases where negligence by the Company’s crew can be clearly established. Customers are advised to take necessary measures to protect areas of their property that may be vulnerable during the move.

21.1 Charges for Disposal If the Customer requests disposal of unwanted items, additional fees will apply for this service. The Customer must ensure all items designated for disposal comply with local regulations. Any non-compliance will be the sole responsibility of the Customer, including associated costs.

22.1 Transportation of Living Organisms YTL Movers Pty Ltd does not handle the transport of pets, plants, or any other living entities. Customers must make separate arrangements for the lawful and safe transportation of such items.

23.1 Declaration of High-Value Items Customers must disclose high-value items such as antiques, collectibles, and expensive electronics before the move begins. The Company’s liability for such items is limited unless the Customer arranges for additional insurance.

23.2 Disassembly and Reassembly Services Upon request, the Company can provide disassembly and reassembly of furniture or other items. However, the Company shall not be held liable for damages resulting from pre-existing defects, ordinary wear and tear, or improper assembly prior to disassembly.

23.3 Weather-Related Adjustments If inclement weather poses risks to crew safety or property, YTL Movers Pty Ltd reserves the right to delay, reschedule, or modify the move. Customers will be notified promptly, and suitable arrangements will be made to ensure the move is completed safely.

23.4 Furniture Handling for Interstate Moves If the need for furniture assembly or disassembly during interstate moves is not disclosed during the booking and quote process, time required for such activities will incur additional charges at the applicable hourly truck rate. Customers must provide this information in advance to avoid unexpected fees.

23.5 Interstate Move Insurance Insurance coverage does not apply to interstate moves. Customers assume full responsibility for the risk of loss or damage to their belongings during such moves. The Company disclaims all liability for property loss or damage in these cases.