Clear from the start
Service terms.
These provisional terms explain how estimates, bookings and moving services work. A written quote may include additional job-specific terms.
1. Estimates and quotes
Website estimates are indicative and depend on the details entered. They are not binding fixed prices. A price is fixed only when Ironbark issues a written quote clearly marked “fixed price” after reviewing the inventory, access, route and scope. Quotes are valid for 14 days and for the nominated date.
2. Hourly work
Hourly bookings have a two-hour moving-labour minimum plus the disclosed 30-minute call-out allocation. After the minimum, time is billed in 15-minute increments. Time normally runs from confirmed arrival until agreed work is complete. Added items, inaccurate details, access problems, extra stops or customer-caused waiting may increase time; material changes will be explained where practicable.
3. Rates and additional costs
The accepted quote identifies the crew rate, weekend uplift, service/fuel levy, packing, materials, parking, tolls and any approved specialty charges. Ironbark will not add undisclosed charges. A change to an accepted fixed-price scope requires customer agreement unless the customer requests or causes the changed work.
4. Booking and cancellation
A $100 deposit may secure a standard local booking and is credited to the final invoice. Cancellation at least 48 hours before arrival receives a full refund. For 24–48 hours’ notice, up to $50 may be retained. Under 24 hours or a no-show, up to $100 may be retained, but never more than Ironbark’s reasonable loss. If the slot is replaced or the move is promptly rebooked, Ironbark will fairly reduce or waive the amount.
5. Rescheduling and delay
One reschedule requested at least 48 hours ahead is free, subject to availability. Later requests are treated consistently with the reasonable cancellation costs above. Traffic, severe weather, unsafe conditions and earlier-job delays can affect arrival times; Ironbark will communicate material delays and offer a fair solution.
6. Customer responsibilities
The customer must provide accurate inventory, address, access, stair, lift, parking, distance and item information; arrange lawful access; secure valuables and personal documents; identify fragile, high-value or unusually heavy items; disconnect appliances; and make goods reasonably ready for safe transport.
7. Items requiring approval
Pianos, pool tables, safes, stone, hoists, commercial equipment, items over 100 kg, balcony/crane work and dangerous or regulated goods require prior written approval. Ironbark does not knowingly carry illegal goods, perishables, cash, hazardous materials or fuelled/unsafe equipment.
8. Care, damage and consumer rights
Ironbark will provide services with due care and skill and use appropriate handling and load-restraint practices. Nothing in these terms excludes rights that cannot lawfully be excluded under Australian Consumer Law. Report damage as soon as practicable—ideally at completion or within 48 hours—with photos and details so it can be investigated promptly. The requested reporting period does not remove statutory rights.
9. Insurance
Ironbark does not represent that customer transit insurance is included and does not sell insurance unless appropriately authorised. Any carrier’s legal-liability or goods-in-transit policy held by Ironbark is subject to its wording, limits and exclusions. Customers should check whether their own home, contents or business policy covers a move.
10. Payment
Unless written account terms are approved, payment is due when the service is completed. Any card surcharge will not exceed the actual cost of acceptance. The customer remains responsible for agreed services and properly disclosed reasonable additional work.
11. Privacy and complaints
Information is collected to assess, quote, schedule and deliver the requested service. Ironbark will not sell personal information. Complaints should be raised directly and will be acknowledged, investigated and addressed in good faith.
Draft prepared July 2026. Obtain Australian legal and insurance review before public launch.