Terms & Conditions
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LAST UPDATED: May 15, 2025
Please read these Terms & Conditions (“Terms”) carefully. By booking or using any of Primo’s Removal (“Primo’s,” “we,” “us” or “our”) removal, packing, storage or related services (“Services”), you (“Client”) agree to be bound by these Terms.
1. Application of Terms
1.1 These Terms apply to all Services provided by Primo’s, including but not limited to local, interstate and commercial removals, packing, unpacking, storage and logistics coordination.
1.2 Primo’s may engage subcontractors, agents or contractors (“Contractors”) to perform any part of the Services. In such cases, Primo’s acts as agent for those Contractors.
2. Definitions
2.1 Client: the individual or entity who books Services with Primo’s. Directors of corporate Clients guarantee performance.
2.2 Contractor: any subcontractor, driver or mover engaged by Primo’s to deliver Services.
2.3 Goods: any items the Client requests Primo’s to move, pack, store or handle.
2.4 Services: removal, packing, unpacking, storage, transport or related work undertaken by Primo’s.
3. Performance of Services
3.1 The Client warrants they own or are authorised to move the Goods.
3.2 Primo’s accepts Goods only if they comply with applicable laws, including dangerous goods regulations. The Client must notify Primo’s in writing of any hazardous items.
3.3 Primo’s determines the method, route and timing of Services at its discretion.
3.4 The Client must provide a clear point of contact at both pickup and delivery locations. Any additional costs arising from incorrect instructions or unattended deliveries are chargeable to the Client.
3.5 If no one is present at delivery, Primo’s may leave Goods securely or return later; any storage or re-delivery fees will apply.
3.6 Arrival windows are estimates. For afternoon bookings, arrival within three hours is expected; delays do not entitle the Client to discounts or refunds.
3.7 Primo’s reserves the right to refuse or postpone Services if sites breach Work Health & Safety regulations or payment terms.
4. Fees & Charges
4.1 Services are charged at our published hourly rates, exclusive of GST, unless stated otherwise.
4.2 Time is recorded from truck arrival at pickup until unloading completion at delivery (or depot-to-depot, if agreed).
4.3 A minimum charge of two hours applies to all bookings.
4.4 After the first two hours, time is billed in 15-minute increments.
4.5 Any tolls, parking fees or waste disposal charges incurred during the job will be invoiced to the Client.
4.6 A non-refundable booking fee is payable at the time of reservation to secure the Service.
5. Estimates & Quotes
5.1 Telephone estimates are approximate and not fixed.
5.2 Fixed quotes issued by Primo’s are based on the information provided. We reserve the right to adjust the quote if additional items or access issues arise after confirmation.
5.3 Fixed quotes must be paid in full at least 48 hours before the scheduled Service.
6. Cancellation Policy
6.1 Cancellations made less than 24 hours before the booking incur a two-hour minimum charge, payable via the card on file.
6.2 If the crew is en route or on-site, the two-hour minimum still applies.
6.3 Cancellations are accepted only during business hours: Mon–Fri 8 am–6 pm, Sat 8 am–4 pm.
7. Payment Terms
7.1 Full payment is due on completion of Services.
7.2 We accept cash, EFT, Visa and MasterCard (2.5 % surcharge) or American Express (3 % surcharge). Diners is not accepted.
7.3 If no alternative payment is made, the card provided at booking will be debited on job completion.
8. Damage & Insurance
8.1 Any damage must be reported to the crew and our office before they depart. Unreported damage cannot be claimed.
8.2 A Client or authorised representative must be present throughout the Service; otherwise, Primo’s accepts no liability for losses or damage.
8.3 Standard liability cover applies. Extended or specialised insurance is available upon request.
9. Special & Heavy Items
9.1 Please inform us in advance of any items such as pianos, safes, spas, marble or granite pieces, commercial equipment or other unusually heavy or fragile goods.
9.2 Primo’s may decline to move such items if not notified at booking, to ensure safety and compliance.
10. Vehicle Allocation
10.1 Primo’s will supply a suitably sized vehicle based on the Client’s description.
10.2 If items exceed the chosen vehicle’s capacity due to incomplete information, additional trips or a larger vehicle may be required at extra cost.
10.3 Clients must accurately describe all Goods at booking to ensure correct vehicle allocation.
Contact Us
For any questions or to discuss these Terms & Conditions, please contact us:
Phone: 02 8526 6747
Email: hello@primosremoval.com.au
Thank you for choosing Primo’s Removal. We look forward to delivering a smooth, reliable moving experience.
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