Frequently asked questions

Three to five days is usually enough for a local move. For intercity moves, allow seven to ten days — month-end dates and the April to June season fill up quickly. Short-notice jobs are often possible because we hold back some capacity for them, so it is worth calling even if your date is tomorrow.

For anything larger than a one-bedroom flat, yes, and it is free. A surveyor visits, lists what is being moved, notes access problems such as a narrow staircase or a lift that will not take a wardrobe, and measures the real volume. A quote built from a survey does not move on moving day; a quote built from a phone call sometimes does.

The packing crew and the delivery crew are usually different people, because the vehicle travels and the crew does not always travel with it. What stays the same is your move coordinator — one named person who owns your job from survey to final signature, and whose number you have throughout.

You should be. We ask you to be there at the start of packing to point out anything fragile or valuable, and at the end of loading to sign the inventory. If you cannot attend, you can nominate someone in writing and we will work to their instructions instead.

It is fixed for the scope you agreed. It changes only if the scope changes — you add items that were not surveyed, the date moves into a peak slot, or access turns out to be materially different from what was described. In those cases we give you a revised figure for approval before work continues, not an extra line on the final bill.

No. Your quotation lists packing material, labour, transport, loading and unloading, any add-ons and the applicable GST as separate lines. The final invoice is compared against that quotation line by line, and anything new on it has to have been approved by you in writing first.

Sometimes, and it will be in the quotation rather than a surprise. Carrying a household up six floors with no working lift takes materially more crew hours than a ground-floor move, so it is priced as a labour line. If the building has a service lift large enough, there is usually no extra charge at all.

The quotation shows the pre-tax subtotal and the GST as separate lines, then the total payable. We quote it that way so business customers can see exactly what they can claim as input credit.

Pack a personal bag you keep with you: documents, jewellery, medicines, chargers, a change of clothes, and anything you would be distraught to lose. Everything else is better packed by the crew, because an item we packed is an item we are responsible for. Self-packed cartons are recorded as self-packed on the inventory.

Yes, for standard modular and knock-down furniture — beds, wardrobes, tables, shelving, office workstations — and it is included in the labour line. Fitted kitchens, air conditioners, geysers, wall-mounted televisions and chandeliers need a specialist, which we arrange as a priced add-on.

Every carton is numbered, marked with the room it came from and the room it is going to, and listed on the inventory with a short description of its contents. Fragile cartons are marked on all four sides. At delivery you can ask for specific numbers to be opened first — most people want the kitchen and the bedding.

By law and for safety we cannot carry inflammables such as gas cylinders, petrol, paint, thinners and aerosols; explosives and firearms; corrosives; illegal goods; or perishable food. Pets and plants cannot travel in a goods vehicle either, but they do not have to be your problem — they are handled as a separate specialist service with the right vehicle and paperwork. We flag everything in this list at survey so nothing is a surprise on the day.

As a rule of thumb, 1 to 2 days for up to 500 km, 2 to 4 days for 500 to 1,200 km, and 4 to 7 days beyond that, counted from pickup. Your quotation gives a date range rather than a single date, because highway conditions and mandatory driver rest are not fully predictable. You are told as soon as an estimate changes.

Your coordinator calls you with the reason and a revised window — we would rather give you bad news early than a reassuring date we then miss. Where a delay is our fault and it costs you money, that is handled as a claim under the same process as damage.

No. Location is recorded only while a booking is active, only when both the crew member has opted in and the feature is enabled by the operations team, and only at the interval configured for that job. It stops when the job closes, and the history is deleted on the retention schedule set out in our tracking policy.

Yes. Clean, monitored, pest-controlled warehouse space from a few days to several months, charged by volume and duration. You get an inventory of what is in storage, and you can pull individual cartons out early if you need something back before the rest.

Tell the crew before you sign the delivery sheet and note it on the sheet, or report it through your customer portal within the claim window stated on your booking. Photograph the item and the packing it came out of. Your coordinator opens an incident record, and you get a written outcome — repair, replacement or compensation — with the whole thread visible in your portal.

All-risk cover responds to accidental damage in transit, fire, and loss of the whole consignment, up to the declared value. It does not cover pre-existing damage, mechanical or electrical failure with no external cause, normal wear, or damage to cartons you packed yourself. The policy wording is issued to you before the move, not after.

A simple claim for a single damaged item is usually settled within 7 to 14 working days of us receiving the photographs and the signed delivery sheet. Claims against an insurer for a larger loss follow the insurer's own timetable, which is typically three to six weeks, and your coordinator chases it on your behalf.

No. A booking advance confirms your date, a further instalment is typically due on loading, and the balance on delivery. The exact split is set out on your quotation before you accept it. We do not ask for the full amount before any work has been done.

Yes. A GST invoice with our GSTIN, your details, every line item and the tax breakdown, available as a PDF in your customer portal and emailed to you. Businesses can have the invoice raised to a company name and address for input credit.

Cancel more than 72 hours before the scheduled start and the advance is refunded in full. Between 72 and 24 hours, a documented part of it is retained to cover crew and vehicle already committed. Inside 24 hours, or after packing has begun, the advance is not refunded. The full terms, including what happens when we cancel, are on our refund policy page.