This Cancellation and Rescheduling Policy explains how The Lifting Lads ("we", "us", "our") manages booking changes, cancellations, and associated fees in relation to our moving and removal services. 

 

This Policy applies to all bookings made with us and is deemed accepted when a booking date and time are agreed verbally or in writing.

 

1. Free Cancellation Period

Cancellations made with at least twenty-four (24) hours’ notice before the scheduled booking start time are free of charge.

 

2. Late Cancellations

2.1 Cancellations made within twenty-four (24) hours of the scheduled booking time will incur a charge equal to the two (2) hour minimum booking fee at the standard hourly rate.
 

2.2 This charge reflects loss of allocated labour, vehicle scheduling, and reserved time.

 

3. Same-Day Cancellations and No-Shows

3.1 Cancellations made on the day of the booking will be treated as late cancellations and will incur the two (2) hour minimum charge.
 

3.2 If we attend the job and the customer is not present, not accessible, or not ready to proceed at the agreed start time, this will be treated as a cancellation and the two (2) hour minimum charge will apply.
 

4. Rescheduling

4.1 Rescheduling is permitted free of charge where notice is provided more than twenty-four (24) hours before the scheduled booking time and is subject to availability.
 

4.2 Rescheduling requests made within twenty-four (24) hours of the scheduled booking time may be treated as a cancellation and rebooking, and the two (2) hour minimum charge may apply.

 

5 Customer Delays

5.1 If we attend the booking and are unable to commence work due to customer-related delays, including but not limited to lack of access, unavailable keys, lift delays, building restrictions, or unprepared items, waiting time may be charged at fifty percent (50%) of the standard hourly rate.
 

5.2 Where delays are excessive, we reserve the right to cancel the booking and apply the late cancellation charge.

 

6. Exceptional Circumstances

6.1 We may, at our sole discretion, waive cancellation fees in exceptional circumstances such as genuine emergencies or events outside the customer’s control.
 

6.2 No waiver is guaranteed and must be approved by us in writing.

 

7. Method of Cancellation or Rescheduling

7.1 All cancellations and rescheduling requests must be made via phone, SMS, email, or social media message.
 

7.2 A cancellation or reschedule request is only valid once acknowledged by us.

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8. Policy Priority

8.1 This policy overrides any assumptions, expectations, or verbal agreements regarding payment unless confirmed by us in writing.

 

8.2 Variations apply only where agreed by us in writing.

 

9. Amendments

We reserve the right to amend this policy at any time. Amendments apply only to future bookings.

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10. Governing Law

This Cancellation & Rescheduling Policy is governed by the laws of Western Australia.

 

11. Severability

If any part of this policy is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

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