Terms of Service

1. About These Terms

These Terms of Service (the "Terms") form the agreement between you ("you" or "the Customer") and Auspack Group Pty Ltd ("Auspack Group", "we", "us" or "our") in respect of the packing, unpacking, relocation, packaging supply and related services we provide to you (the "Services").

By requesting a quote, placing a booking, engaging our crews or using our website at https://auspackgroup.site (the "Website"), you confirm that you have read, understood and agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not engage our Services.

These Terms apply together with any written quote, booking confirmation or written variation issued to you. To the extent of any inconsistency, the terms of your written quote or booking confirmation will prevail for that particular booking.

2. Who We Are

Auspack Group Pty Ltd is a proprietary limited company registered in Australia under ABN 93 701 479 245, with its principal place of business in Perth, Western Australia. We specialise in residential and commercial packing, unpacking, furniture handling, packaging supplies and relocation coordination across the Perth metropolitan area and, by prior arrangement, to regional Western Australia and interstate destinations.

3. Quotes and Estimates

All quotes are provided free of charge and without obligation. Quotes are prepared based on the information you supply, including the inventory of items, property addresses, access conditions and preferred dates.

• Written quotes are valid for 14 days from the date of issue unless otherwise stated.
• Quotes are based on the details you provide and may be revised if the volume of goods, access conditions, parking availability or services required differ from those described at the time of quoting.
• Complex or large moves may require an on-site inspection or video walk-through before a fixed quote can be issued.
• Verbal indications given by phone or email before a written quote is issued are estimates only and are not binding.

4. Bookings and Confirmations

A booking is confirmed when we receive your written acceptance of a quote (by email or signed booking form) together with the booking deposit specified in the quote. Once confirmed, we will issue a booking confirmation setting out the agreed date, arrival window, crew size and scope of Services.

Arrival times are estimates. We plan each day carefully and will contact you if circumstances on the road affect our schedule. You are responsible for confirming final details — including addresses, contact numbers, access constraints and any changes to your inventory — no later than 48 hours before your scheduled move.

5. Changes, Cancellations and Rescheduling

You may cancel or reschedule a booking by contacting us in writing at ceo@auspackgroup.site or by telephone during business hours. The following charges apply:

• More than 7 days' notice: no cancellation fee; your deposit is refunded or transferred to a new date.
• Between 48 hours and 7 days' notice: a fee of up to 50% of the quoted price may apply.
• Less than 48 hours' notice: a fee of up to 100% of the quoted price may apply, as crews and vehicles are already allocated.

If we cancel a booking for reasons within our control, we will first offer to reschedule; if rescheduling is not possible, any deposit you have paid will be refunded in full. Where a move is affected by severe weather or other events beyond anyone's control, we will work with you in good faith to find a suitable new date at no additional charge.

6. The Services We Provide

Depending on the scope set out in your quote, our Services may include:

• Residential packing and unpacking of cartons and contents;
• Specialty packing for fragile, artwork, antiques and awkward items;
• Office and commercial relocations, including workstation and IT carton packing where quoted;
• Furniture protection, dismantling and reassembly where specified in the quote;
• Supply of cartons, bubble wrap, packing paper, tape and furniture blankets;
• Loading, transport and unloading assistance; and
• Coordination of third-party storage facilities.

Our standard working hours are 7:00am to 6:00pm, Monday to Saturday. Work outside these hours, or on Sundays and public holidays, is available by arrangement and may attract surcharges, which will be disclosed in your quote. Tasks requiring licensed trades — such as disconnecting hard-wired appliances, electrical or plumbing work — are not performed by our crews unless arranged through a licensed contractor at your cost.

7. Your Responsibilities

To help us deliver the Services safely and efficiently, you agree to:

• Provide accurate and complete information about your items, property access and any hazards before the move;
• Ensure safe and lawful access to both properties, including clear walkways, working lifts and appropriate parking;
• Obtain any required approvals from landlords, body corporates or building managers, including lift bookings;
• Be present at the property, or appoint an adult representative with authority to make decisions and sign job documentation;
• Personally carry and safeguard cash, jewellery, passports, deeds, medications, laptops and other essential valuables;
• Disclose any fragile, high-value or unusually hazardous items in advance;
• Ensure children and pets are kept safely away from work areas; and
• Disconnect and prepare appliances, desks and equipment where our quote does not include this work.

8. Prohibited and Restricted Items

For safety and legal reasons, we cannot pack or move the following:

• Dangerous goods, including explosives, gas cylinders (unless certified empty), flammable liquids, petrol, aerosols, corrosives, pool chemicals, paints and acid batteries;
• Illegal or prohibited substances;
• Firearms and ammunition, unless you hold the lawful authority to possess them and we have agreed in writing in advance;
• Perishable foodstuffs and opened consumables; and
• Live animals (we are happy to refer you to specialist pet transport providers).

Plants, soil and certain organic materials may be restricted, particularly for interstate moves. Western Australia has strict quarantine laws, and some items cannot be brought into the state without inspection or certification. It is your responsibility to confirm current quarantine requirements.

High-value items such as jewellery, watches, cash, collections, heirlooms and important documents must be disclosed to us in writing. We strongly recommend you carry these items personally. Unless such items are disclosed in writing and accepted by us in writing, we accept no liability for their loss or damage.

9. Access, Parking and Delays

You are responsible for arranging lawful and practical vehicle access at both the pickup and delivery addresses. Where a parking permit, loading zone reservation or driveway access must be organised, please do so before our arrival. Any parking fines, tolls or recovery costs incurred because suitable parking was not arranged may be passed on to you.

Stairs, long carries, no-lift buildings, narrow doorways and other difficult access must be disclosed when quoting. If these conditions are not disclosed, additional charges may apply, which we will explain before the work continues where practicable.

If we are delayed at your property because the goods are not ready, access is blocked or other matters within your control, waiting time may be charged at our standard hourly rate. Delays caused by traffic, weather or other events beyond our control will be communicated to you promptly and charged only for time actually worked where reasonably possible.

10. Payment Terms

• A booking deposit, as specified in your quote, is required to secure your date.
• Unless credit terms have been agreed in writing, the balance is due on completion of the Services each day.
• We accept bank transfer, cash and major credit or debit cards. Any card surcharge will be disclosed in your quote before you confirm the booking.
• All prices are quoted in Australian dollars and include GST where applicable. Tax invoices are issued showing ABN 93 701 479 245.

Overdue amounts may attract interest calculated daily at 1.5% per month, or the maximum rate permitted by law if lower, from the due date until payment is received. We may suspend further Services while an account remains overdue and, to the extent permitted by law, may retain possession of goods in our custody under a storage arrangement until outstanding charges are paid.

If you dispute an invoice, please notify us in writing within 7 days of the invoice date, together with the reasons for the dispute. You agree to pay any undisputed portion when it falls due while we work to resolve the disputed portion.

11. Australian Consumer Law and Consumer Guarantees

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded.

Our Services come with guarantees under the Australian Consumer Law that they will be:

• provided with due care and skill;
• reasonably fit for the purpose you made known to us; and
• supplied within a reasonable time.

If we fail to meet a consumer guarantee, you may be entitled to a remedy, which may include us supplying the Services again, or compensation for any reduction in the value of the Services, as applicable under the law.

For business customers: where the Services are acquired for the purposes of a business and are not of a kind ordinarily acquired for personal, domestic or household use or consumption, our liability for a breach of a consumer guarantee may, at our option, be limited to supplying the Services again or paying the cost of having the Services supplied again.

12. Insurance, Liability and Claims

Auspack Group holds public liability insurance and goods-in-transit cover. Copies of current certificates of currency are available on request. Optional transit insurance offering cover at full replacement value can be arranged through licensed insurers on request, provided it is organised before your move date.

Our standard transit cover is subject to conditions and exclusions. To the maximum extent permitted by law, and except where a consumer guarantee applies, we are not liable for:

• pre-existing damage or wear and tear;
• contents of cartons packed by you (owner-packed cartons), unless the carton itself shows external damage;
• deterioration, mould, moth, vermin or insect damage;
• mechanical, electronic or internal derangement of equipment where there is no visible external damage to the item or its packaging; and
• indirect or consequential loss, including loss of profits, loss of use or temporary accommodation costs.

Where liability for loss of or damage to goods arises and is not excluded, our total liability is limited, at our option, to the resupply of the affected Services or the cost of resupplying them, in addition to any remedy available under the Australian Consumer Law.

Claims process: please report any loss or damage to the crew leader before they leave your property so it can be noted on the job sheet. Obvious loss or damage must then be reported to us in writing within 7 calendar days of delivery. Latent (hidden) damage must be reported in writing within 30 calendar days of delivery. Please include photographs, an inventory of affected items and any supporting documents. We will acknowledge claims within 5 business days and aim to complete assessment and resolution within 30 days.

13. Storage Services

Where we coordinate storage on your behalf, the goods are held by the storage provider under the provider's own terms and conditions, and we act as coordinator only unless we expressly agree otherwise in writing. We recommend arranging insurance cover for the storage period, as cover under our transit policy does not extend to goods held in third-party storage. Storage fees are billed by the provider, and access to your goods is arranged directly with that provider, usually by appointment.

14. Crews and Subcontracting

Our packing and moving crews are trained in safe manual handling, furniture protection and packing techniques, and are briefed on the details of each booking. We may, at our discretion, engage suitably qualified subcontractors to perform all or part of the Services. Any subcontractor we engage must comply with standards equivalent to those set out in these Terms, and we remain responsible to you for the performance of the Services.

15. Force Majeure

We are not liable for any failure or delay in performing the Services caused by events beyond our reasonable control, including severe weather, natural disasters, floods, road closures, traffic accidents, vehicle breakdown, crew illness, industrial action, utility failures or government restrictions. In these circumstances, we will notify you as soon as practicable and arrange a new date. If the event continues for more than 14 days, either party may cancel the affected booking without penalty, and we will refund your deposit for Services not yet performed.

16. Privacy

We collect personal information — such as your name, contact details, property addresses, inventory and payment details — only as needed to provide the Services, to communicate with you and to meet our legal obligations. We handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our Privacy Policy. Our Privacy Policy forms part of these Terms and explains how you can access or correct your information or make a privacy complaint.

17. Website Use and Intellectual Property

All content on the Website — including text, the Auspack Group name and logo, photographs, graphics and page design — is owned by Auspack Group Pty Ltd or licensed to us. You may view and print pages for your personal, non-commercial use, but you must not reproduce, republish or commercially exploit any part of the Website without our prior written consent.

Information on the Website is general in nature, does not constitute an offer, and does not form part of any contract unless expressly incorporated into your written quote or booking confirmation. We may update Website content at any time.

18. Amendments to These Terms

We may amend these Terms from time to time. The current version is always published on this page, together with the "Last updated" date at the top. The version of these Terms in force when you accept a quote will apply to that booking, except where a change is required by law or a variation is agreed in writing between us.

19. General Provisions

• Entire agreement: these Terms, together with your quote and booking confirmation, form the entire agreement between us in respect of the Services.
• Severability: if any provision of these Terms is held to be invalid or unenforceable, the remaining provisions continue in full force.
• No waiver: our failure to enforce any provision is not a waiver of that provision or of any other right.
• Assignment: you may not assign your rights or obligations under these Terms without our written consent. We may subcontract the performance of the Services as set out in section 14.
• Notices: notices under these Terms must be in writing and sent by email to ceo@auspackgroup.site or delivered to our business address, and are deemed received on the next business day after sending.

20. Governing Law and Disputes

These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. The courts of Western Australia have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Services.

If a dispute arises, we ask that you contact us first and give us the opportunity to resolve it. We will arrange a management-level discussion within 10 business days of receiving your complaint, and both parties will attempt in good faith to settle the matter before either party commences court proceedings (other than proceedings for urgent injunctive relief).

21. Contact Us

If you have any questions about these Terms, your booking or our Services, please contact us:

• Email: ceo@auspackgroup.site
• Phone: [FILL: phone number] (Mon–Sat, 7:00am–6:00pm)
• Post: Auspack Group Pty Ltd, Perth WA, Australia
• ABN: 93 701 479 245

We aim to respond to all enquiries within two business days.