This policy explains how The Lifting Lads ("we", "us", "our") handles damage, loss, or liability in connection with our moving and transport services. 

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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. Scope of Services Covered

1.1 This policy applies only while goods are in our care, custody, or control during:

• Loading

• Transport

• Unloading

• Same-day incidental holding directly related to the move

 

1.2 We are not a storage provider. Overnight, multi-day, or long-term storage is excluded unless separately agreed in writing.

 

2. Standard of Liability

2.1 We are liable for:

• Damage to or loss of your belongings caused by our negligence, poor handling, or improper securing during transit

 

2.2 We do not accept liability for:

• Normal wear and tear that occurs despite reasonable care.

• Pre-existing damage unless proven to have been caused by our team

• Damage caused by building conditions or access issues, including but not limited to narrow stairwells, low ceilings, tight doorways, or faulty lifts (customer fully liable)

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3. Excluded and Restricted Items

3.1 The following items are accepted for transport but are moved at the customer’s own risk and are excluded from liability:

• Cash, jewellery, watches, and precious metals

• Important documents (including passports, certificates, and legal papers)

• Data, digital content, and loss or corruption of electronic data

• Plants and perishables

 

3.2 Fragile or high-value items (including TVs, glass, marble, stone, antiques, and artworks) must be declared and approved in writing prior to the move. Items valued over $1,500 per item must be declared. Failure to declare such items results in full exclusion of liability.

 

4. Customer-Packed and Flat-Pack Items

Customer-packed items and flat-pack / particleboard furniture are accepted and covered under this policy, subject to all other terms and exclusions.

 

5. Remedy for Accepted Claims

5.1 Where liability is accepted:

• Repair will be the preferred remedy where reasonably possible

• Replacement will be offered only if repair is not feasible

• The choice of remedy is at our discretion

• Cash compensation is not guaranteed

 

5.2 If a customer refuses a reasonable repair or replacement, our liability ends immediately.
 

6. Claims Notification & Evidence

6.1 Claims should be reported in writing within twenty-four (24) hours of delivery where reasonably possible.

 

6.2 Prompt notification (ideally within twelve (12) hours) is encouraged to assist with accurate assessment.

 

6.3 Claims must be supported by clear photographic or video evidence.

 

6.4 Failure to report within 24 hours may affect our ability to investigate or assess the claim, but does not automatically invalidate legitimate claims.

 

6.5 We will assess all claims within a reasonable timeframe, typically within three (3) business days.

 

7. Condition of Goods & Insurance

7.1 For insurance to be involved:

• Items must remain in the exact condition as delivered by us

• Items must not be repaired, altered, cleaned, or disposed of

 

7.2 If a customer chooses to repair or discard an item before assessment:

• Insurance will not apply

• Liability is excluded

 

7.3 Any insurance claim will be subject to the terms, conditions and approval of our insurer.

 

8. Events Outside Control

We accept liability for events outside our control only to the extent permitted and covered by our insurance policy. No guarantee of insurer acceptance is given.
 

9. Policy Priority

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

 

9.2 Variations apply only where agreed by us in writing.

 

10. Amendments

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

 

11. Governing Law

This Damage and Liability Policy is governed by the laws of Western Australia.

 

12. Severability

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

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