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Terms & Conditions

Little Red Trucks Terms & Conditions

Important

By booking a move with Little Red Trucks Moving Co Pty Ltd, you agree to these Terms & Conditions. This applies whether the booking is made over the phone, via email, or online. It’s our expectation that you’ve read and understood these Terms & Conditions before confirming your move.

Definitions

Hourly Rate Move

A pay-as-you-go service, this move type is billed based on time. The clock starts when our team arrives at the pickup address and stops once the final item is unloaded. Time is charged in 15-minute increments. All Hourly Rate Moves include a fixed call-out and return time, which is calculated in your estimate. This covers our travel time to and from the move, but is not affected by traffic on the day.

Any time or cost estimates provided (whether verbally, via email or online) are estimates only and based on the information you provide us. The final time on the day can vary depending on factors like how prepared you are, ease of access, stairs, parking, and move complexity. Regardless of any time range we’ve estimated, you’ll be billed for the actual time worked.

Fixed Price Move

A Fixed Price Move is a job with a set cost before the day of your move. The price is based on the agreed list of items you’ve told us about, the access at both ends, and any extras you’ve added in like extra stops, help with disassembly, or reusable tubs. This fixed cost covers everything that’s been agreed upon in advance.

We’ll always do our best to stick to the agreed price, but if you have significant changes on the day such as extra items, different access, or avoidable delays arising from lack of preparation or issues at your property, additional charges may apply. We’ll always speak with you before proceeding in those situations.

Our Moves

Our moves cover any local or regional relocation within Victoria. Whether you’re moving across town or heading out to a country property, if we can make the round trip in a day, we can move you. If you think your move falls outside our usual reach, we might still be able to help so just get in touch and we’ll let you know what’s possible.

1. Payment Terms

To confirm your booking, we’ll send you a secure link where you can enter your credit or debit card details. No payment is taken at this stage and entering your details simply holds your booking and confirms your spot in our schedule. You’ll have 24 hours to complete this step, otherwise your booking may be released.

Once submitted, your details are safely stored via Stripe, our trusted and secure payment partner. Stripe uses encrypted, industry-standard protections to keep your information safe.

You won’t be charged until after your move is complete.

On completion of your move, we’ll process payment using the card you provided. If you need to update your payment method at any time before the move, just let us know and we’ll resend the secure link.

2. Cancellations & Rescheduling

We know plans can change so whether you need to cancel or move your booking to another date, we’re here to help. To keep things fair for our team and other customers, the following timeframes and fees apply.

2.1 More Than 48 Hours’ Notice

If you cancel or reschedule your booking more than 48 hours before your scheduled move, there’s no fee.

You’ll receive a text message with a secure link when you first book your move. You can use this link at any time to cancel your booking or simply call our office to reschedule your move to another day. If you can’t find the link, just contact us and we will be able to help.

2.2 Within 48 Hours of Your Move

If you cancel or reschedule within 48 hours of your scheduled start time, a $99 fee applies. This helps cover the staff we’ve already allocated to your move.

This fee will be charged to the card on file.

2.3 No Shows

If no one is present at the pickup location at the booked start time and we’re unable to reach you, we’ll consider this a no-show. In this case, you’ll be charged the full cost of the move, as our crew and truck will have been fully allocated to your move.

3. Additional Resources

If your move turns out to be larger or more complex than originally planned (for example, if there are additional items, unexpected access challenges, or a tight timeframe) we may suggest bringing in extra resources such as an additional staff members or an additional truck to ensure the move can be completed safely and efficiently.

In this situation, we’ll always speak with you first. We’ll explain what’s changed, outline the additional costs involved, and give you the option to proceed with the extra resources, stick with the original team (which may extend the total time required), or prioritise certain items to be moved within the original booking details.

If no extra resources are needed you’ll only be charged based on the original scope of the move.

4. Your Goods

Before we can carry out your move, you’ll need to confirm that you either own the items being moved or have permission from the owner to act on their behalf. Unless otherwise agreed, it’s your responsibility to make sure everything is packed and ready for safe transport. This includes wrapping fragile or delicate items to prevent damage, and placing them in boxes that can be safely carried by hand.

If you have any fragile items or anything that may need extra care (like artwork, antiques, or unusually shaped pieces), please let us know before the move so we can discuss parameters and plan accordingly. You must also make sure that all items are safe to lift, carry, and transport and tell us in advance if anything could be hazardous. Dangerous goods such as chemicals, flammable liquids, gas bottles, or anything else that may pose a risk to our crew or vehicle are not permitted to be transported in our vehicles.

5. Services

Once we’ve accepted your booking and you’ve provided accurate, up-to-date details — including the pickup and drop-off locations — Little Red Trucks will carry out your move with care and professionalism. We’ll transport your items to the drop-off address using a reasonable delivery route of our choosing, and unload them at a suitable spot on-site.

To help things run smoothly, either you or an authorised representative (aged 18 or over) must be present at both ends of the move to oversee the process and provide any necessary guidance during loading and unloading.

Please note, we may decline a booking at our discretion, and we also reserve the right to end a move if there’s a serious breach of our Terms & Conditions and it isn’t resolved within 48 hours of us giving notice.

6. Parking

It’s the customer’s responsibility to ensure that adequate legal parking is available at both the pickup and drop-off locations. Ideally, this should be as close as possible to the property to allow for safe and efficient loading and unloading.

If no legal parking is available and we can only access the property by parking in a restricted or no-standing zone, we’ll offer the customer to complete a Parking Infringement Waiver Form on the day. By signing this form, you agree to accept responsibility for any fines issued to our vehicle during your move.

If you choose not to accept this risk or decline to sign the waiver, we’ll need to park legally elsewhere even if it means parking further away than originally planned. In these cases, the extra distance may increase the time required to complete your move, and this will be treated as a major difference in your agreed-upon access. As a result, additional charges may apply, regardless of whether your booking is hourly or fixed price.

7. Assembly, Disassembly & Washing Machines

We’re happy to assist with basic assembly and disassembly of common household items such as bed frames, tables, and simple shelving at a cost. We can also help with disconnecting and reconnecting washing machines at your new location.

Please note that our team are not licensed tradespeople, and we’re unable to take on tasks that require a qualified plumber, electrician, or professional handyman. If complications arise while assisting with these tasks, we are not liable for any resulting damage or issues.

In some cases, such as complex furniture systems, flat-pack units with structural vulnerabilities, or delicate built-in items, we may decline to proceed if we believe there’s a risk to your property or our team.

If you’re unsure whether something can be safely assembled or dismantled by us, feel free to send photos ahead of time. For any tasks requiring specialist skills, we recommend booking a qualified professional.

8. End of Move Sign-off

At the end of your move, we complete a walk-through of the property with our team before they leave. If you notice any damage or have concerns, please raise them on the spot so our team can take photos and report everything directly to our office team for follow-up.

Damage must be reported before the move is signed off and the team departs. If you’re not on-site yourself, your authorised representative will be responsible for this step.

Once the move is complete and no issues have been raised, the move will be considered signed off. After this point, we’re unable to accept new damage claims under our Damaged Goods Guarantee, as claims must be made immediately in line with our process and insurance requirements.

If you’re ever unsure about something, we encourage you to take photos and email our team straight away at hq@littleredtrucks.com.au.

9. Damage, Claims & Insurance

At Little Red Trucks, we take the care of your belongings seriously. That’s why every move is covered by our full public liability insurance, transit insurance, and our Damaged Goods Guarantee. While public liability and transit insurance protect against broader or more serious risks, our guarantee offers added peace of mind by giving the customer access to repair, replacement or compensation if damage occurs due to our team failing to take due care during your move. If the damage is found to fall within our Terms and Conditions, we may authorise a repair, replacement, or compensation at our discretion.

9.1 Reporting Damage on the Day

All damage must be reported before the team leaves. If the customer is not on-site, take clear photos and email them to hq@littleredtrucks.com.au immediately. Once the move is complete and no damage has been reported, the move is considered final and no claims can be made under our Damaged Goods Guarantee.

9.2 What Our Damaged Goods Guarantee Covers

If we determine that damage was caused by a failure to use due care and skill during your move, we’ll offer one of the following at our discretion:

  • Repair of the damaged item to near-original condition (limited to the area affected)
  • Replacement of the item with one of similar condition and value
  • Compensation based on the loss in value (up to $1,000 per item for functional damage and $500 for cosmetic damage)

All claims are reviewed fairly and promptly. If a compensation amount is disputed, we may refer the matter to an independent valuer. In such cases, the cost of valuation is paid by whichever party’s estimate is furthest from the final assessment.

9.3 What’s Not Covered

To protect both you and our crew, there are some cases where our guarantee does not apply. These include, but are not limited to:

  • Unconfirmed Items – Items not listed in your original inventory or booking
  • Known Risks – Items we’ve flagged as high-risk and you’ve asked us to move anyway
  • Hidden Issues – Damage caused by faults or defects not visible or disclosed to us
  • Inadequate Packing – Items that weren’t properly wrapped or boxed for transport
  • Flat-pack, MDF or Particleboard Furniture – Particularly items not disassembled prior to moving
  • White Goods not packed in original or suitable packaging
  • Stone, Marble, Glass, or Masonry Items
  • Pot Plants and Fish Tanks
  • Mattresses not in protective wrapping
  • Items over our safe lifting limits (32kg per person, 80kg between two)
  • Curved Televisions - due to their inherent fragility
  • Televisions & Electrical Appliances not in a suitable moving box
  • Damage to property such as floors, walls or door frames (unless caused by a clear lack of care)
  • Consequential Loss – such as time delays or emotional stress
  • Items forming part of a set – we only cover the item directly affected
  • Incidents outside our control, such as vehicle collision, fire, or flood
  • Washing Machines without Transit Bolts – Internal damage caused during transport when transit bolts are not installed
  • Free or discounted work (gratis moves)

Where possible, we’ll still move these items for you if you’re happy to proceed at your own risk. Our crew will take reasonable precautions, such as using blankets or shrink wrap, to minimise the risk of damage.

9.4 Insurance & Liability

We are not common carriers and do not offer comprehensive insurance on your behalf. If you’re seeking full coverage, including protection for events outside our control, we recommend purchasing dedicated removals insurance before your move.

10. Safety

The safety of our team is a top priority. If at any point we encounter conditions that pose a risk to health or safety, including unsafe environments, aggressive behaviour, or hazardous access, we may pause the move or leave the site without notice. We also reserve the right to refuse to move any item that exceeds our safe lifting limits: 32kg per person, or 80kg between two people.