Terms & Conditions
When hiring Okay Movers, the following terms and conditions apply:
- Definitions
“We,” “Us,” and “Our” refer to “Okay Movers,” trading in Victoria as “Okay Movers,” ABN 87 382 257 711.
“You” refers to the party agreeing to our services, including the recipient of our quotation and the party who accepts it. “Your” has a corresponding meaning.
“Goods” means all furniture and other items covered by our services.
“Services” refers to the entire scope of work to be undertaken by us.
2. Estimates
We will provide an estimate for your job based on the information you supply, including details of what you need packed and moved, and the locations involved.
Based on this information, we will recommend a truck size and estimate the time required to complete the job. Please note that this is a preliminary estimate.
The actual duration of the job may vary due to factors such as the final list of items, traffic conditions, access issues, and other circumstances beyond our control.
3. Work not included in the quotation
Unless specifically agreed upon in writing, we will not:
- Disconnect, reconnect, dismantle, or reassemble appliances, fixtures, fittings, or equipment.
- Take up or lay fitted floor coverings.
- Dismantle or assemble garden furniture and equipment, including but not limited to sheds, greenhouses, garden shelters, outdoor play equipment, satellite dishes, or move paving slabs, planters, and similar items.
Please Note: Our workers are not qualified to perform these tasks. We recommend hiring a qualified professional for such services.
Standard tools will be provided by our workers if requested at the time of booking. If you require special tools, it is your responsibility to make the necessary arrangements
4. Booking & Cancellations
We require an initial deposit when you book with us. Please note that this deposit is non-refundable if you choose to cancel your booking.
To reschedule or cancel a booking, we require at least 72 hours’ notice. Cancellations made within 72 hours of the scheduled moving date will incur additional cancellation fees.
If our removalists arrive and encounter circumstances beyond their control, such as incorrect property information or items that cannot be moved, your booking may be cancelled or postponed. This will be subject to a minimum 2-hour charge and a call-out fee.
When making a booking, you must provide your personal information, including your name, contact details, and addresses for both pick-up and drop-off. Additionally, provide a rough guide of items to be packed or moved to help us estimate the duration of the job.
Notify us of any large, heavy, or special items (e.g. upright piano, pool table, marble or stone furniture, solid timber furniture, massage chairs, oversized items), as well as any access conditions that may affect the move, including stairs, multiple levels, steep driveways, sloped access, narrow entryways, long carry distances, lift restrictions, or any other access limitations, to ensure we bring the appropriate equipment and allocate sufficient time for your move.
Indicate your preferred moving day and time (morning or afternoon). We will contact you 1-2 days before your move to confirm the details and again on the moving day for any last-minute updates on timing, particularly for afternoon sessions.
Afternoon Moves
Afternoon moves are scheduled after our morning jobs. For timely service, especially for apartment residents needing lift booking, we recommend scheduling a morning session if possible.
We will provide an estimated arrival time for afternoon moves at the time of booking; however, this may be affected by traffic conditions, delays from earlier jobs, or unforeseen circumstances.
On the moving day, while our team is completing the scheduled morning job, we will keep you updated on our estimated arrival time. To avoid disappointment, please do not schedule other services, such as cleaning, key returns, or settlement, on the same day as your move to account for any potential delays.
5. Your Responsibility
You are responsible for ensuring a safe and suitable work environment for our workers. We reserve the right to decline, suspend, or terminate any job if safety concerns arise.
Our workers are entitled to reasonable rest and meal breaks during the course of the move, particularly on longer jobs, during hot weather, or where the work is physically demanding. Any such breaks form part of the job duration and are charged as working time.
You or an appointed adult representative must be present at all times during the loading and unloading process to address any questions, provide instructions, or resolve issues as they arise.
We do not transport contraband, illegal goods, or any items prohibited by law.
You must provide a legal parking space with clear and reasonable access to the property. Our drivers will not park in clearways, no-standing zones, or illegally. Any parking fees, permits, or fines incurred due to inadequate or illegal parking arrangements will be the customer’s responsibility. Where required, you must arrange a parking permit with the relevant local council prior to the move.
You must inform us in advance of any access limitations or difficult conditions, including but not limited to limited or unavailable parking, lack of vehicle access, narrow or steep stairs, tight hallways, elevators, or long carrying distances.
You are responsible for preparing all appliances prior to the moving day, including emptying, defrosting, disconnecting, and ensuring no residual water remains in refrigerators, washing machines, dishwashers, or similar appliances.
You must notify us in advance of any fragile items, high-value items, or items requiring special handling so appropriate precautions can be taken.
If packing services are required, this must be disclosed at the time of booking so we can bring appropriate equipment and materials. Packing materials and supplies are charged separately, including but not limited to cardboard boxes, packing tape, bubble wrap, butcher’s paper, markers, and similar materials.
6. Charges
6.1 Pricing Structure, Minimum Charges & Billing
Minimum Charges & Time Billing
Our minimum charge is 2 hours for a 2-man job and 4 hours for a 3-man job, regardless of actual time taken. Any time beyond the minimum charge is calculated in 30-minute increments and rounded up to the nearest half hour.
Our services commence when our removalists arrive at the first pick-up address and conclude once all items are unloaded, the job is completed, equipment and vehicles are packed and secured, the post-job signature is obtained, and payment is settled in full.
Labour Rates & Day-Based Pricing
An additional $50 per hour will be charged for each extra mover added to the job.
On Saturdays, an additional $10 per hour per mover applies (in addition to the standard hourly rate).
For Sundays and Public Holidays, a flat rate of $200 per hour applies for a 2-man job, regardless of truck size.
Fuel Levy & Travel Fee
A fuel levy and travel fee apply, calculated based on the distance from our depot (Burwood 3125, VIC) to the pick-up and drop-off addresses.
We use Google Maps to determine the most efficient route. This charge covers travel time, fuel, vehicle operating costs, and any applicable tolls.
Truck Size Selection
If you are deciding between truck sizes, we recommend opting for the larger truck. This helps reduce the likelihood of requiring a second trip, which may result in additional time and charges.
Furniture Assembly & Disassembly
We provide basic furniture assembly and disassembly services free of charge.
Our team carries standard tools; however, if specific or specialised tools are required, it is the customer’s responsibility to make these available.
6.2 Heavy & Special Items
Additional charges apply for heavy or special items, including but not limited to:
- Upright pianos
- Pool tables
- Large marble, stone, or glass furniture
- Heavy dining tables, buffets, sideboards, and TV units, particularly those constructed from solid timber or other dense materials
- Oversized or unusually shaped furniture
- Safes, massage chairs, gym equipment, and similar items
Additional charges apply per individual item exceeding 80kg.
Heavy or special items must be disclosed at the time of booking. If any such items are not declared and are identified on-site, additional charges will apply per item and will be quoted and approved before proceeding.
We reserve the right to refuse to move any item that is deemed unsafe due to its weight, size, condition, access limitations, or inadequate preparation.
6.3 Access, Stairs & Entry Charges
Additional access charges may apply where access conditions increase the time, labour, or risk involved in the move.
This includes, but is not limited to:
- Stairs or multiple levels
- Entrance steps
- Steep or sloped access
- Restricted or narrow access areas
- Long carry distances
- Any access conditions that prevent the safe or efficient use of moving equipment
Examples of access conditions include:
- Properties with multiple levels or internal stairs
- Entrances with more than four (4) steps, or where a ramp cannot be safely used due to the size, height, width, or layout of the steps (even where there are fewer than four steps)
- Steep driveways
- Sloped or inclined apartment building ramps
- Steep internal or external access paths
Where access conditions require items to be manually carried or increase the difficulty of the move, additional charges may apply.
Access-related charges will be assessed and quoted on-site if not accurately disclosed at the time of booking.
6.4 Hot Weather Surcharge
On days where the forecast or actual temperature exceeds 34°C, a hot weather surcharge may apply.
This surcharge reflects increased physical difficulty, additional safety requirements, and mandatory rest breaks during extreme heat conditions.
Temperature will be determined based on the official Bureau of Meteorology (BOM) reading for the job location on the day of the move.
6.5 Waiting Time, Delays & Unforeseen Hold-Ups
Time spent waiting due to delays beyond our control is chargeable as working time and will be included in the total job duration.
This includes, but is not limited to:
- Lift delays or lift breakdowns
- Waiting for lift access or booked lift time slots
- Delays caused by building management or concierge restrictions
- Waiting for keys, access codes, or customer instructions
- Delays due to property settlement not being completed or access not being granted at the scheduled time
- Traffic delays, road closures, or restricted access
We do not charge a separate fee for lift usage. However, any waiting time or delays that extend the duration of the move will be charged in accordance with our standard hourly rates.
Any delay or interruption caused by customer-initiated discussions, objections, disputes, or disagreements regarding pricing, job scope, access, or charges is deemed working time. Such time will be charged at our standard hourly rates, whether or not physical removal work is being performed.
6.6 Incomplete or Inaccurate Information
All pricing provided by us is an estimate only. We do not offer fixed-price removals. Due to the nature of removal work, including but not limited to access conditions, stairs, heavy or special items, traffic conditions, building restrictions, and the final scope of goods to be moved, the total duration and cost of the job cannot be guaranteed in advance.
Our estimates are based on the information provided at the time of booking.
If the information supplied is incomplete or inaccurate, including but not limited to:
- Item quantities or sizes
- Access conditions, stairs, steep access, or long carries
- Heavy or special items
- Building restrictions or access limitations
Any additional time or charges resulting from such discrepancies will be applied in accordance with our standard rates and on-site assessment.
We reserve the right to amend the job scope, charges, or refuse to proceed if the job materially differs from the information originally provided.
7. Payment Requirements
Payment in full is required upon job completion and must be settled with our driver. Any overdue accounts will be referred to a debt collector, and the customer will be liable for any associated legal costs.
If payment cannot be made at completion, we reserve the right to retain part of the goods as security until full payment is received. Goods will not be released or re-delivered until payment has been received in full.
If re-delivery is required, a minimum of 2 hours’ labour plus a call-out fee will apply. Additional charges may also apply for storage. Alternatively, customers may arrange to collect the goods from us at their own cost.
Goods will only be released once full payment, including any re-delivery or storage charges, has been received.
We accept Cash, Bank Transfer, Visa, or MasterCard. Please note that a 3% surcharge applies to all card payments.
8. Insurance
We carry Public Liability Insurance and Transit Insurance.
Our Transit Insurance covers up to $50,000 for damage to your goods during loading, unloading, and in transit due to truck accidents, fire, or overturning.
Our Public Liability Insurance provides coverage up to $10 million if we are found liable.
Insurance claims will not be processed until all outstanding fees are settled.
In the event of a claim, we may choose to repair or replace the damaged goods.
9. Damages
- Any damages must be reported during or before the end of the move. Claims will not be accepted once our team has left the job site.
We are not liable for any damages in the following circumstances:
- Damages resulting from your own actions during the move.
- Inappropriate conditions or moving items against our advice.
- Pre-existing damage to goods identified before the move.
- Damages caused by fire, flood, or explosion. It is your responsibility to ensure goods are protected against these risks.
- Inadequate packing of goods (e.g., televisions not in suitable boxes, musical instruments not in hard cases, fragile items not securely wrapped).
- Furniture that is not flat-packed or disassembled, such as IKEA furniture, due to its fragile nature.
10. Termination
It is within our right to decline, suspend, or terminate any job (with charges applied for time worked, minimum charges, call-out fees, and any related costs where applicable) if:
- The information provided by the customer at the time of booking is false, misleading, or materially incomplete.
- Our removalists are subjected to unacceptable behaviour, including but not limited to verbal abuse, threats, intimidation, harassment, discrimination, or physical abuse.
- The work environment is deemed unsafe or unsuitable, including but not limited to unsafe access, structural risks, aggressive animals, intoxicated persons, or hazardous conditions.
- The job presents a risk to the health, safety, or wellbeing of our team members, the customer, or any property.
- The customer refuses to comply with reasonable instructions necessary for the safe and efficient completion of the job.
Our crew has the authority to assess site conditions and customer behaviour and to cease work immediately if they determine it is unsafe or inappropriate to continue.
We maintain a zero-tolerance policy toward abusive, threatening, or aggressive behaviour toward our staff.