Booking, Deposit, Cancellation & Rescheduling Terms

These terms explain how enquiries become confirmed bookings with Small Load Removalist, when a booking deposit is required, what happens if a customer cancels or changes a moving date, and how changes to the information or agreed scope of a move may affect the booking.

These terms should be read together with the quote or booking information provided for your individual move and our Insurance, Damage & Liability Policy.

Enquiries Are Not Confirmed Bookings

Submitting an enquiry does not automatically create or confirm a booking.

Customers may contact Small Load Removalist through our Request a Callback form, Request a Fixed-Price Quote form, phone, SMS, WhatsApp or email.

The Request a Callback form is intended as a shorter enquiry option. The Request a Fixed-Price Quote form allows customers to provide more detailed information for assessment.

Submitting either form is a request for our team to review the moving requirements. It does not automatically:

• accept the job;
• reserve a moving date;
• create a confirmed booking;
• generate an instant price; or
• guarantee that a fixed-price quote will be offered.

Our team reviews the information supplied and may contact the customer if further details are required.

Quotes Are Prepared for the Individual Job

Moving requirements vary according to the items being moved, pickup and delivery locations, access conditions, travel requirements, preparation and other job-specific factors.

Where a customer requests a fixed-price quote, the information is reviewed manually. A fixed price is not automatically generated by the website.

Depending on the job, Small Load Removalist may provide a fixed-price quote, an hourly or other non-fixed-price quote, or another suitable job-specific pricing arrangement.

A quote is based on the information and scope known when the quote is prepared.

Receiving a quote does not, by itself, mean that the moving date has been secured.

Booking Deposit

A booking deposit is required to secure the moving date.

The deposit amount depends on the individual job and is confirmed with the quote. We do not apply a universal deposit amount to every booking.

A booking is not confirmed until the required deposit has been received.

Customers should therefore avoid assuming that a preferred moving date has been reserved merely because an enquiry has been submitted or a quote has been requested.

Booking Confirmation

The usual booking process is:

1. The customer submits an enquiry or contacts our team.
2. The moving requirements are reviewed.
3. Additional information is requested where necessary.
4. A job-specific quote is provided.
5. The required booking deposit is paid.
6. The moving date or booking slot is confirmed.

A booking should be treated as confirmed only after the required deposit has been received and confirmation has been provided.

Advance Bookings

Website bookings and enquiries should be made with at least 24 hours’ notice.

Small Load Removalist operates on a pre-booked basis and does not promote an on-demand or guaranteed last-minute removal service.

Customers are encouraged to provide their moving information as early as practical, particularly where the move involves specific dates, access requirements, packing arrangements or other circumstances requiring advance planning.

Availability remains subject to the individual booking schedule.

Moving Dates and Time Periods

Booking a moving date does not mean that an exact arrival minute can always be guaranteed.

Where applicable, booking arrangements may use an agreed time period rather than an exact minute of arrival.

Customers should provide any important timing requirements during the enquiry and quotation process so they can be considered before the booking is confirmed.

Cancelling a Booking

Customers who need to cancel a booking should contact Small Load Removalist as soon as possible.

Under the currently confirmed cancellation terms:

• a deposit may be refundable where cancellation is requested more than 24 hours before the booking; and
• a deposit is not normally refundable where cancellation occurs within 24 hours of the booking.

The timing of the cancellation should therefore be considered carefully.

These commercial cancellation terms do not remove any rights or remedies that a customer may have under applicable Australian consumer law where those rights cannot legally be excluded or restricted.

Deposit Refunds

Where a cancellation qualifies for a deposit refund under the applicable booking terms, the refund relates to the booking deposit paid for that booking.

Customers should not assume that every cancellation automatically results in a deposit refund.

The confirmed timing rule is based on whether the cancellation is requested more than 24 hours before the booking or within 24 hours of the booking.

Any rights or remedies that apply independently under Australian consumer law remain unaffected by these terms.

Rescheduling a Moving Date

We understand that moving dates can sometimes change.

Customers may request to move their booking to another date without a separate rescheduling fee.

Rescheduling is subject to availability.

If you need to change your moving date, contact our team as soon as possible. We cannot guarantee that a particular replacement date or preferred time period will be available.

A change of date may also require the booking details to be reviewed if other aspects of the move have changed.

Rescheduling Due to Weather or Safety Concerns

Adverse weather can affect the safe handling and movement of furniture and belongings.

Where weather conditions create an unacceptable moving risk, rescheduling may be recommended.

A booking should not be interpreted as a guarantee that the move will proceed regardless of rain, storms or other unsafe conditions.

Any weather-related decision will depend on the circumstances affecting the scheduled move.

Changes to the Agreed Job Scope

A quote is prepared using the moving information supplied by the customer and the scope agreed before the booking.

If that information changes materially, the moving arrangement or price may also need to change.

Examples can include:

• additional items that were not included in the original information;
• substantially different furniture volume;
• additional pickup or delivery requirements;
• additional work requested on moving day;
• access conditions that differ materially from the information supplied;
• undisclosed stairs, difficult access or long carrying distances; or
• other material changes to the agreed moving requirements.

A fixed-price quote should therefore not be understood as applying to unlimited additional work or a substantially different job.

Where the information or agreed scope genuinely changes, the effect of that change should be assessed according to the revised moving requirements.

Accurate and Complete Booking Information

Customers should provide information that is accurate and complete to the best of their knowledge.

This is particularly important when providing:

• an item list;
• photographs of furniture or belongings;
• pickup and delivery details;
• property access information;
• stairs or elevator details;
• parking information;
• carrying distances;
• packing requirements;
• furniture dimensions where relevant; and
• other circumstances that may affect the move.

Complete information helps our team assess the appropriate moving arrangement and prepare the quote according to the known scope.

If important information is omitted or materially different from the conditions encountered on moving day, the original quote may need to be reassessed.

Access Conditions

Customers should disclose relevant access conditions before the booking is confirmed.

This includes stairs, elevators, narrow access, tight hallways, steep driveways, parking restrictions, building access requirements and long walking distances between the property and the truck.

Where access conditions are materially different from the information used to prepare the quote, this may constitute a change to the agreed scope.

These terms do not create a universal access fee or automatic additional charge. Any effect on the moving arrangement or price depends on the actual change to the job and the applicable quote.

Additional Work Requested on Moving Day

Customers should include all known moving requirements when requesting a quote.

If additional work is requested after the quote has been prepared or on moving day, it may fall outside the original agreed scope.

The team may need to review how the additional work affects the job before proceeding with that additional requirement.

A fixed-price quote applies to the known and agreed scope used to prepare it and should not be interpreted as an unlimited price for additional services or items.

Payment of the Remaining Balance

The booking deposit forms part of the booking process, but it is not necessarily the full payment for the move.

Under the currently confirmed payment terms, the remaining amount due for the move must be settled before unloading is completed at the delivery location.

Confirmed payment methods include cash and EFTPOS.

Customers should follow the payment instructions provided with their individual booking and should not assume that an unconfirmed payment method, payment plan or credit arrangement is available.

Changes to a Fixed-Price Quote

A fixed-price quote is based on the information and agreed scope reviewed when the quote is prepared.

The price should not change arbitrarily.

However, a material change to the information, conditions or agreed work may require the quote to be reviewed.

This can occur where, for example, additional items are added, relevant access information was not disclosed or additional work is requested.

The distinction is important: a job-specific fixed price is based on an agreed scope, rather than being an unlimited price regardless of later changes to the job.

Booking Information and Customer Responsibility

Before confirming a booking, customers should review the quote and provide any corrections or additional information that could materially affect the move.

Customers should contact us before moving day if:

• the item list changes significantly;
• the pickup or delivery location changes;
• the moving date changes;
• new stairs or access restrictions become known;
• parking or building arrangements change;
• additional services are required; or
• any other material part of the moving requirements changes.

Early notice gives the team an opportunity to review the booking before moving day.

Insurance and Damage Terms Are Separate

These booking terms deal with the commercial arrangements surrounding a booking, deposit, cancellation, rescheduling and changes to the agreed moving scope.

They do not replace our Insurance, Damage & Liability Policy.

Questions relating to insurance, excluded items, pre-existing damage, damage reporting, customer participation during the move or liability should be reviewed under the separate Insurance, Damage & Liability Policy.

Your Consumer Rights

Nothing in these booking terms is intended to exclude, restrict or modify a consumer guarantee, right or remedy that cannot lawfully be excluded or restricted.

Australian Consumer Law provides automatic consumer guarantees for eligible services, including requirements relating to due care and skill. Contract terms cannot simply remove consumer rights that apply under the law.

Before Confirming Your Booking

Before paying the booking deposit, please make sure that:

• the moving date is correct;
• pickup and delivery details are correct;
• the item information is complete;
• important access conditions have been disclosed;
• any additional services have been discussed;
• you understand the quoted scope; and
• you have reviewed the relevant booking and liability information.

If anything changes after the booking is confirmed, contact Small Load Removalist as soon as possible so the updated requirements can be reviewed.

Frequently Asked Questions

Is submitting a quote request the same as making a booking?

No. Submitting a Request a Callback or Request a Fixed-Price Quote form is an enquiry. The information must first be reviewed. A moving date is not confirmed until the required booking deposit has been received and the booking has been confirmed.

What happens if I need to change my moving date?

Contact our team as soon as possible. A booking can be moved to another date without a separate rescheduling fee, subject to availability. Your preferred replacement date cannot be guaranteed.

What happens if I cancel my booking?

A deposit may be refundable when cancellation is requested more than 24 hours before the booking. A deposit is not normally refundable where cancellation occurs within 24 hours of the booking. Any statutory consumer rights that apply independently of these commercial cancellation terms remain unaffected.