Removalists Service Warranty

1. Scope of This Schedule

1.1 This schedule sets out the warranty terms specific to removalist services booked through URGENT Pro. It is a service-specific schedule under the URGENT Pro Service Warranty (Master).

1.2 This schedule covers the following sub-categories of removalist service:

1. House Removals — residential moves, local and interstate; and
2. Office Removals — commercial relocations, office fit-outs, business asset moves.

1.3 Specialist transport (piano specialists, fine-art handlers, vehicle transport, livestock transport, dangerous goods transport) is not within the scope of this schedule. Where booked through URGENT Pro, specialist transport is covered by its own service-specific terms communicated at the time of booking.

1.4 All defined terms in this schedule have the meanings given in the Service Warranty (Master) clause 2 unless this schedule provides a different definition (see clause 2 below).

2. Definitions Specific to Removals

In addition to the defined terms in the Service Warranty (Master) clause 2:

"AFRA"

means the Australian Furniture Removers Association, the peak industry body for professional removalists in Australia.

"Condition Report"

has the same meaning as "Inventory" in this schedule.

"Delivery"

means the unloading of the Customer's goods at the destination address agreed in the Booking.

"Goods-in-Transit Insurance" or "GIT Insurance"

means an insurance product covering loss or damage to the goods themselves during transit, separate from public liability insurance. GIT Insurance covers losses arising from non-negligent events including vehicle accident, fire, theft, and certain force majeure events.

"High-Value Item"

means any single item with a declared replacement value above $1,000, or any item the Customer reasonably considers to be of unusually high financial, sentimental, or operational value, including art, jewellery, antiques, collectibles, musical instruments, IT servers, and confidential business records.

"Inventory"

means the documented list of items being moved, recording for each item a description, quantity, and condition notation at the time of uplift. The Inventory may be generated by the Service Provider, by the Customer using a URGENT Pro-supplied form, or jointly.

"Office Removal"

means a removalist service performed for a business customer relocating a workplace, including IT equipment, office furniture, modular workstations, and business records.

"PBO" or "Packed by Owner"

means a box, carton, container, or item that was packed by the Customer (or by the Customer's representative) and not by the Service Provider. The contents of a PBO container cannot be verified by the Service Provider at uplift.

"Pre-Existing Damage"

means damage to an item, the property at the uplift address, or the property at the destination address that was present before the removalist service commenced.

"Public Liability Insurance"

means insurance covering the Service Provider's legal liability for personal injury or property damage caused to third parties (including the Customer's premises) during performance of the Services.

"Sign-Off"

means the Customer's acknowledgment at delivery that the Inventory is complete and that any visible damage has been recorded on the Inventory or in writing before signature. Sign-off may be in person or by electronic confirmation through the URGENT Pro platform.

"Uplift"

means the loading of the Customer's goods at the origin address into the Service Provider's vehicle.

3. Warranty Periods for Removalist Services

3.1 The applicable Warranty Period and Warranty Start Time for each removalist sub-category is set out in the table below. The structure adopts a two-stage window — an early visual-inspection window during which You must record damage on the Inventory or notify URGENT Pro by telephone, followed by a final written-claim window for damage that could not reasonably have been identified on visual inspection at delivery.

3.2 The 48-hour visual-inspection window applies to damage that was reasonably visible on inspection at the time of Delivery, including:

1. impact damage to furniture (scratches, dents, gouges, fractures);
2. damage to the property at the uplift or destination address (floors, walls, door frames, stairs);
3. items missing from the Inventory; and
4. items delivered to the wrong location.

3.3 The 7-day final written-claim window applies to damage that could not reasonably have been identified on visual inspection at the time of Delivery, including:

1. damage discovered when boxes are unpacked;
2. functional failure of items (where appliance or electronic failure may not be apparent until the item is unpacked, plugged in, and tested); and
3. damage masked by packing materials at the time of delivery and only visible once unpacking commenced.

3.4 Notification within the 48-hour visual-inspection window is required for damage falling within clause 3.2. Failure to notify within that window may reduce or extinguish Your entitlement under the URGENT Pro Service Warranty for the damage in question (because the cause becomes increasingly difficult to attribute to the Service Provider as time passes), but does not extinguish Your rights under the ACL.

3.5 Notification within the 7-day final written-claim window is required for damage falling within clause 3.3. Claims notified after the 7-day window are outside the URGENT Pro Service Warranty, without prejudice to Your rights under the ACL.

3.6 Where the timeline above creates a hardship for You (for example, You are unable to inspect goods within 48 hours because of an inter-state move, illness, or other reasonable cause), URGENT Pro may at its discretion extend the visual-inspection window by up to 5 days. Please contact URGENT Pro on 1300 105 453 as soon as practicable.

4. House Removals

4.1 Standard of Service

4.1.1 A House Removal is performed to the standard a reasonably competent professional removalist would deliver, including:

1. protecting the Customer's goods during loading, transit, and unloading;
2. protecting the Customer's premises (floors, walls, door frames, stairwells) at both addresses;
3. maintaining an accurate Inventory with condition notations;
4. following the agreed route and timetable, subject to traffic, weather, and force majeure; and
5. delivering all items to the correct destination address.

4.1.2 URGENT Pro and its Service Providers do not hold themselves out as common carriers. The Service Provider's liability under this schedule is for negligence in performance of the Services, not strict liability for loss in transit. Strict-liability cover for loss in transit is the function of Goods-in-Transit Insurance under clause 9 below.

4.2 Default Inclusions

4.2.1 A House Removal includes:

1. Damage caused by Service Provider negligence during loading, transit, or unloading — including scratches, dents, gouges, fractures, or breakage attributable to inadequate packing, securing, padding, or handling by the Service Provider;
2. Property damage at uplift or destination addresses — including damage to floors, walls, door frames, stairwells, balustrades, lift lobbies, and external thresholds caused by the Service Provider's negligence during the move;
3. Free remedy of missed items within 24 hours — where items listed on the Inventory at uplift were not unloaded at the destination, the Service Provider will return at no additional cost within 24 hours to deliver the missed items;
4. Re-delivery of items delivered to the wrong location within a reasonable time at no additional cost;
5. Loading and unloading of items on the agreed Inventory;
6. Reasonable padding, blanket-wrapping, and securing of items during transit; and
7. Public Liability Insurance at a minimum level set out in clause 9.1.

4.3 Default Exclusions

4.3.1 A House Removal does not cover:

1. Pre-Existing Damage not noted on the Inventory at uplift;
2. PBO box contents — the contents of Packed-By-Owner boxes cannot be verified by the Service Provider at uplift and are excluded from warranty coverage. Where a PBO box arrives at Delivery in good external condition but contains damaged items, the Service Provider is not liable under this schedule for the damage to the contents;
3. Undisclosed High-Value Items — items above the declared threshold under clause 12 that were not declared at the time of booking;
4. Fragile items not disclosed at quote — where the Customer did not disclose that an item required special handling and that item was loaded as ordinary goods;
5. Force majeure — storms, flood, fire, road closures, vehicle accidents not caused by the Service Provider's negligence, statutory restrictions;
6. Structural deficiency at either address — non-functioning lifts, stairs that cannot support load, doorways too narrow, balustrades that obstruct lift-and-shift, where the deficiency was not identified at the pre-move walk-through;
7. Pre-existing electronic or mechanical issues — a TV, fridge, dishwasher, or other appliance that does not power on at the destination address where there is no visible impact damage and no record of fault diagnosis pre-move;
8. Delays caused by traffic, weather, or customer-caused factors — including the Customer not being ready for uplift at the agreed time, access issues at either address not identified at pre-move walk-through, or third-party delays at the destination property;
9. Damage caused by another party — including damage caused by the Customer, the Customer's family, other tradespeople on site, or third parties subsequent to Delivery;
10. Storage beyond the agreed delivery date — storage is a separate service and, where booked, is governed by its own terms;
11. Items not on the Inventory — items added at uplift without an Inventory amendment, or items present at uplift but not loaded because they were not on the agreed Inventory;
12. Loss of profits, loss of opportunity, loss of data, or other consequential or indirect damages beyond what the ACL requires.

4.4 Conditional Inclusions

4.4.1 The following may be added to a House Removal at the time of booking, as paid add-ons:

1. Packing service by the Service Provider, in which case the contents of those boxes are warranted by the Service Provider as if they were items on the Inventory (PBO carve-out does not apply to Service Provider-packed boxes);
2. Unpacking service at the destination address;
3. Goods-in-Transit Insurance — where the Service Provider holds an Australian Financial Services Licence or is an authorised representative, or where the Service Provider refers You to a licensed insurance broker. GIT cover and warranty cover are separate; see clause 9; and
4. Specialty packing for high-value items identified at quote, such as crating for art, custom-shaped boxes for fragile items, or climate-controlled transit.

4.5 Common Disputes and Resolution

4.5.1 The most common House Removal disputes are: scratched or damaged furniture; damaged property (walls, floors, door frames) at uplift or destination; items missing on arrival; items broken inside PBO boxes; appliance malfunction at the new address.

4.5.2 The standard resolution path is set out in clause 11.

5. Office Removals

5.1 Standard of Service

5.1.1 An Office Removal is performed to the standard a reasonably competent professional commercial removalist would deliver, with the following additional disciplines:

1. Project plan — agreed in advance with the Customer's nominated contact, identifying critical path activities, sequencing, and after-hours work where required;
2. Asset register — generated as part of the Inventory, identifying business-critical items separately from general office furniture;
3. Chain-of-custody log for confidential material, where the move includes paper records, archive boxes, or storage devices marked confidential;
4. Coordinated reassembly of modular workstations and partition systems where reassembly is within the agreed scope; and
5. Compliance with the Customer's nominated arrival and departure windows, including any after-hours, weekend, or building-management restrictions.

5.2 Additional Inclusions Specific to Office Removals

5.2.1 In addition to the inclusions in clause 4.2, an Office Removal includes:

1. Generation of an asset register for the move with condition notations on each item;
2. Chain-of-custody log for confidential or sensitive items;
3. Reassembly of modular furniture and partition systems that the Service Provider disassembled, where reassembly is within the agreed scope; and
4. Compliance with the destination building's loading-dock and lift booking schedule where notified by the Customer.

5.3 Office Removal — IT and Data-Loss Exclusion

5.3.1 Damage to IT equipment is covered under this schedule only for physical impact damage caused by Service Provider negligence and discoverable on inspection or testing within the 7-day final written-claim window.

5.3.2 The Service Provider is not liable under this schedule for:

1. Consequential data loss — loss of data, loss of access to data, recovery costs, or operational disruption arising from damage to IT equipment, even where physical damage is established;
2. Functional failure of IT equipment where there is no visible impact damage — for example, a server that does not boot at the destination address despite no visible damage. Such failures may have multiple causes including the move, the new electrical environment, or pre-existing condition;
3. Loss of data integrity in storage media where physical damage is not established;
4. IT equipment not powered down and disconnected by the Customer before uplift in accordance with clause 8.1; and
5. Lost configuration, lost software licences, or lost network settings.

5.3.3 The Customer is responsible for backing up all data and configurations before uplift. The Service Provider's role is the physical move of the hardware, not the integrity of the data within.

5.4 Office Removal — Confidential Material

5.4.1 Where the move includes confidential material (paper records, archive boxes, storage devices marked confidential):

1. the Customer must identify confidential items in advance;
2. the Service Provider will maintain a chain-of-custody log from uplift to Delivery;
3. breakage of seals or evidence of unauthorised access during transit must be notified by the Service Provider to the Customer immediately on discovery; and
4. the Customer is responsible for verifying chain-of-custody integrity at Delivery as part of Sign-Off.

5.5 Office Removal — Delivery Windows

5.5.1 Office Removals are often performed under tight delivery windows tied to business operations. Where the Service Provider is unable to deliver within the agreed window due to:

1. the Service Provider's negligence — the URGENT Pro Service Warranty covers a refund of any urgent surcharge paid and any reasonable substitute storage or labour cost up to the value of the move;
2. traffic, weather, or destination-property-controlled factors — the Service Provider is not liable under this schedule; and
3. Customer-controlled factors — the Service Provider is not liable under this schedule.

6. Universal Removalist Exclusions

6.1 In addition to the sub-category-specific exclusions in clauses 4.3 and 5.3, the following exclusions apply across all removalist services covered by this schedule:

1. Damage to PBO box contents as defined in clause 2 and stated in clause 4.3(b);
2. Undeclared High-Value Items as set out in clause 12;
3. Hazardous goods transport — flammable liquids, gas bottles, ammunition, chemicals, or other hazardous goods are not within the scope of an ordinary removalist service and must be declared and dealt with separately;
4. Live animals and plants unless agreed in advance as a conditional inclusion;
5. Damage caused by the Customer's failure to prepare — for example, freezer not defrosted, appliances not disconnected, items not boxed where boxing was the Customer's responsibility;
6. Damage caused by intervening events between Delivery and inspection — including the Customer or third parties moving items after Sign-Off;
7. Cosmetic preferences not specified at quote — for example, placement of furniture at the destination address in a particular configuration not communicated to the Service Provider; and
8. Universal exclusions in the Service Warranty (Master) clause 8 also apply to all removalist services covered by this schedule.

7. The Critical Role of the Condition Report

7.1 The Condition Report (Inventory) is the single most important warranty protection in removalist work. The Service Provider, the Customer, and URGENT Pro all rely on the Condition Report as the primary evidence of:

1. what items were uplifted;
2. the condition of each item at uplift;
3. the condition of the uplift and destination premises at the start of the move;
4. the condition of each item at Delivery; and
5. any damage notified at Delivery before Sign-Off.

7.2 A robust Condition Report includes:

1. A pre-move inventory generated by the Service Provider or by the Customer using a URGENT Pro-supplied form;
2. Condition notations on each line item at uplift — typically a code or short description recording pre-existing scratches, dents, wear, fragility, or other notable condition;
3. Photographs at uplift for higher-value items and for items with notable pre-existing condition;
4. A delivery inventory tick-off at the destination address — the Customer (or the Customer's representative) checks each item off the Inventory as it is unloaded;
5. Immediate written notation of any visible damage at Delivery before Sign-Off — either on the Inventory itself or in a separate damage report signed by both parties;
6. Photographs at Delivery of any damage notified; and
7. A counter-signature by the Service Provider acknowledging the Customer's notations.

7.3 Without a pre-move condition record, neither the Service Provider nor the Customer can readily displace the presumption that any observed damage at Delivery was Pre-Existing Damage. The standard of proof is the balance of probabilities, and the Condition Report is the strongest contemporaneous evidence available to either party.

7.4 Where the Customer declines to participate in generating a Condition Report — for example, by refusing to walk through the property with the Service Provider before uplift, or by leaving the Delivery before the Sign-Off process — the Customer's ability to make a warranty claim is materially reduced because the contemporaneous evidence does not exist.

8. Customer Obligations for Removalist Services

8.1 In addition to the Customer Obligations in the Service Warranty (Master) clause 10, You agree:

1. to disclose all relevant information at quote — including the inventory of items to be moved, the access at both addresses (lifts, stairs, distance from vehicle, parking, restricted parking hours), the presence of fragile or high-value items, and any building-management restrictions;
2. to declare High-Value Items in advance of the move in accordance with clause 12;
3. to participate in the Condition Report process — including the pre-move walk-through, the Inventory generation, and the Delivery Sign-Off;
4. to provide reasonable access at both addresses, including parking arrangements, lift bookings where applicable, and adequate floor protection if specifically required;
5. to prepare the items for the move — freezer defrosted; washing machine drained; appliances disconnected from utilities; IT equipment powered down, disconnected, and (for Office Removals) data backed up;
6. to pack PBO boxes carefully if You choose to do Your own packing, accepting that the contents of PBO boxes are excluded from warranty cover under clause 4.3(b);
7. to inspect items at Delivery and to record damage on the Inventory before Sign-Off;
8. to notify URGENT Pro within the visual-inspection window under clause 3.1 for any damage falling within clause 3.2;
9. to notify URGENT Pro within the final written-claim window under clause 3.1 for any damage falling within clause 3.3; and
10. not to engage a Substitute Provider or repair contractor for the disputed damage before the original Service Provider has had a reasonable opportunity to inspect.

8.2 Failure to comply with clause 8.1(b), (c), (e), (f), (g), (h), (i), or (j) may reduce or extinguish Your entitlement under the URGENT Pro Service Warranty in respect of the specific damage affected by the failure. Failure to comply with clause 8.1 does not extinguish Your rights under the ACL.

9. Insurance — Public Liability and Goods-in-Transit

9.1 Public Liability Insurance

9.1.1 Service Providers performing removalist services through URGENT Pro are required to maintain Public Liability Insurance of at least $10 million per occurrence. This figure is the AFRA-membership minimum and reflects industry practice.

9.1.2 Public Liability Insurance covers damage to Your property (floors, walls, door frames, stairwells, balustrades, lift lobbies, building facades) caused by the Service Provider's negligence during the move. It does not cover damage to the goods being moved — that is the function of GIT Insurance.

9.2 Goods-in-Transit Insurance

9.2.1 GIT Insurance is a separate product that covers loss or damage to the goods themselves arising from non-negligent events — including vehicle accident, fire, theft, and certain force majeure events.

9.2.2 GIT Insurance is generally available through:

1. the Service Provider where the Service Provider holds an Australian Financial Services Licence (AFSL) or is an authorised representative; or
2. a licensed insurance broker, referral details for which the Service Provider can provide.

9.2.3 GIT Insurance does not displace the URGENT Pro Service Warranty, and the URGENT Pro Service Warranty does not displace GIT Insurance. The two operate side by side:

1. the URGENT Pro Service Warranty covers contractor negligence;
2. GIT Insurance covers non-negligent loss in transit;
3. where loss arises from contractor negligence and is also covered by GIT Insurance, the claim is normally processed through GIT and the URGENT Pro Service Warranty is exhausted to the extent of any GIT payout; and
4. the ACL operates above both.

9.2.4 Whether You purchase GIT Insurance for Your move is a decision for You. URGENT Pro recommends GIT cover for moves involving substantial value, interstate transit, or high-value items. URGENT Pro will, at quote stage, inform You whether the Service Provider can offer or refer You to GIT Insurance.

10. Evidence Requirements for Removalist Claims

10.1 To support a warranty claim under this schedule, the following evidence will be considered by URGENT Pro:

1. The pre-move Inventory with condition notations;
2. The delivery Inventory with the Customer's tick-off and any damage annotations made before Sign-Off;
3. Photographs at uplift of high-value items and items with notable pre-existing condition;
4. Photographs at Delivery of any damage discovered;
5. Photographs of damaged items, dated as close as practicable to discovery, with EXIF metadata intact where available;
6. Photographs of property damage at uplift or destination addresses, showing the damage and surrounding context;
7. A written description of the damage including how it was discovered, when, and by whom;
8. Service Provider records including time on site, route taken, and any pre-existing damage observed and reported at the time of the move;
9. For Office Removals — the asset register, the chain-of-custody log, and any IT-disconnection records; and
10. For PBO box claims — proof of packing care and identification of the specific items damaged (noting that PBO contents are excluded from warranty under clause 4.3(b) but may be relevant to property-damage claims).

10.2 Minimum photo requirements applied by URGENT Pro:

10.3 The standard of proof URGENT Pro applies is the civil standard — the balance of probabilities.

11. Remedies and Re-Performance Timeframes

11.1 The standard remedy for removalist damage under this schedule is repair, replacement, or compensation — selected to most fairly remedy the loss in each case — scheduled within 14 days of claim acceptance.

11.2 The graduated remedy structure is:

Step 1 — Repair by the Service Provider or by a Substitute Provider. Where damaged property can be reasonably repaired (for example, damaged door frames re-mortared, scratched furniture re-finished), the standard remedy is repair by an appropriately skilled trade.

Step 2 — Replacement. Where repair is not practical, the standard remedy is replacement at fair-market value, using comparable item replacement where available or cash compensation where it is not.

Step 3 — Cash compensation from held funds. Where neither repair nor replacement is practical, URGENT Pro will release held funds to compensate You for the loss.

11.3 For damage to items missing on arrival under clause 4.2(c), the Service Provider will return at no additional cost within 24 hours to deliver the missed items. Where the items cannot be located, repair / replacement / compensation under clause 11.1 applies.

11.4 For Major Failures under ACL section 268, You — not the Service Provider — choose the remedy, in accordance with the Service Warranty (Master) clause 9.3.

11.5 Examples of Major Failure in removalist services include:

1. breakage of a substantial proportion of the items being moved;
2. damage to Your property of a kind that a reasonable Customer fully acquainted with the nature and extent of the failure would not have proceeded with the booking; and
3. failure to perform the move at all (for example, the Service Provider's vehicle does not arrive and an alternative is not arranged).

12. Undeclared High-Value Items

12.1 High-Value Items (as defined in clause 2) must be declared at the time of booking or no later than the pre-move walk-through. Declaration is necessary because High-Value Items typically require:

1. specific handling and packing;
2. specific transit protection;
3. GIT Insurance scheduling; and
4. higher cost reflecting the additional care required.

12.2 Undeclared High-Value Items are excluded from warranty coverage under this schedule because the Service Provider was not given the opportunity to handle them in the manner appropriate to their value. This exclusion is consistent with AFRA Contract clause 9.2 and with comparable industry practice across Allied Pickfords, Kent Removals, Grace Removals, and Smartmove Removals.

12.3 Where a High-Value Item is damaged or lost, the Customer's remedy depends on whether the item was declared:

1. Declared High-Value Item — the URGENT Pro Service Warranty applies in full, together with any scheduled GIT cover and any rights under the ACL;
2. Undeclared High-Value Item — the URGENT Pro Service Warranty does not apply; the ACL continues to apply (a Service Provider cannot exclude the Consumer Guarantees in ACL sections 60, 61 and 62 even for undeclared items), but the Service Provider's liability under the ACL is shaped by what the Service Provider could reasonably have done with the information disclosed.

12.4 URGENT Pro will assist You in identifying High-Value Items at the quote stage and will prompt You to declare them. If You are unsure whether an item should be declared, declare it.

13. Contact Us

If You have any questions about the URGENT Pro Removalists Service Warranty, need to make a claim, or require assistance with a complaint, please contact us: