1. Introduction
Pathway Movers is fully committed to providing a professional, high-quality, stress-free moving experience. These Terms of Service constitute a legally binding agreement and outline the rights, responsibilities, and obligations of the Company and the customer. By engaging the Company’s services, the Customer acknowledges and agrees to abide by and be bound by the following terms and conditions, in their entirety, without exception or modification.

2. Insurance for Damages
2.1. Non-Electronic Items: The Company shall exercise the utmost due care when handling the Customer’s non-electronic items, including but not limited to furniture, decor, and household goods. Notwithstanding such efforts, in the event of any damage to non-electronic items, the Customer must notify the Company within twenty-four (24) hours from the conclusion of the move, to submit a valid claim under the applicable insurance coverage. Any claim submitted outside of this specified time frame shall be deemed invalid, and the Company shall have no liability whatsoever in connection with such claims.

2.2. Electronic Items: For electronic items, including but not limited to televisions, refrigerators, and other electronic appliances, the Company shall be liable solely for external physical damage, and shall not be responsible for any internal electronic damage unless it can be conclusively demonstrated that such internal damage was directly caused by an external impact that occurred during the Company’s handling of the item. The Customer is required to inspect all electronic items upon delivery and before signing off on the move.

2.3. Coverage for Fragile Items: Fragile items, such as but not limited to televisions, mirrors, and glassware, shall only be covered by insurance if they have been packed in their original packaging or an appropriately secure, well-fitting box, as determined by the Company in its sole discretion. The Company’s insurance coverage shall extend exclusively to external physical damage, and shall explicitly exclude internal damage or damage resulting from inadequate packing by the Customer.

3. Liability for Packed Items
3.1. The Company shall not be held liable for any damage to items that have been packed by the Customer or by any party other than the Company. This includes but is not limited to, fragile items such as crockery, glassware, artwork, and other items that may be susceptible to damage due to road conditions, including but not limited to bumps, vibrations, and other transport-related conditions. The Customer is strongly encouraged to engage the Company’s professional packing services to mitigate the risk of damage to fragile items.

4. General Wear and Tear
4.1. During the normal course of the moving process, minor wear and tear may occur, including but not limited to minor scratches, scuffs, or dents to walls, flooring, or furniture. The Company shall not be liable for such minor wear and tear, except where it is determined that the damage resulted from gross negligence or willful misconduct on the part of the Company’s employees or agents. In cases where compensation is deemed appropriate, the amount shall be assessed reasonably and shall range between fifty Australian dollars (AUD 50) and one hundred fifty Australian dollars (AUD 150), depending on the extent and nature of the damage.

5. Aggression and Service Denial
5.1. The Company maintains a strict zero-tolerance policy concerning aggression, harassment, and any form of disrespectful conduct directed toward its employees, agents, or representatives. For these Terms, aggression shall include, but shall not be limited to, any behavior that is hostile, threatening, abusive, or otherwise intended to intimidate or cause harm to the Company’s personnel, whether physically or verbally.

5.2. The Company expressly reserves the right, at its sole discretion, to refuse or discontinue service to any individual or entity that engages in aggressive, abusive, or disrespectful conduct. In such circumstances, the Company shall not be liable for any losses, damages, or costs incurred by the Customer as a result of the denial of service.

6. Cancellations and Refund Policy
6.1. Booking Deposit: To secure a booking, the Customer shall be required to pay a deposit. For local moves, a deposit of fifty Australian dollars (AUD 50) shall be required; for regional moves, the applicable standard callout fee shall be payable; and for interstate moves, a deposit equal to thirty-three and one-third percent (33.3%) of the total cost of the move shall be required.

6.2. Cancellation by Customer: If the Customer elects to cancel a booking, any deposit paid by the Customer shall be non-refundable. The Customer acknowledges that such a deposit is intended to compensate the Company for administrative costs and the reservation of resources. In case of cancellation by the customer on the day of the move, the customer shall be liable to pay the amount equivalent to the minimum job which is 2.5 hours.

6.3. Cancellation by the Company: If the Company elects to cancel a booking for any reason other than a breach of these Terms by the Customer, the Company shall refund any deposit paid by the Customer in full. Such a refund shall constitute the Customer’s sole and exclusive remedy in connection with such cancellation, and the Company shall have no further liability.

7. Payment Terms
7.1. Payment shall be required when seventy-five percent (75%) of the unloading process is complete, which shall mean when seventy-five percent (75%) of the items have been unloaded from the Company’s vehicle. The Customer shall ensure that payment is made promptly by this requirement.

7.2. The Company accepts payment by cash, bank transfer, or credit/debit card. A surcharge of two and two-tenths percent (2.2%) will be applied to all card payments, which will be applied to the full transaction amount. Additionally, a ten percent (10%) Goods and Services Tax (GST) will be applied to the final bill, by applicable law.

8. Feedback and Issues During the Move
8.1. If the Customer experiences any issues during the move or wishes to provide feedback regarding the conduct of the Company’s employees, agents, or representatives, the Customer may contact the Company by calling 1300-136-735 or by emailing sales.pathwaymovers@gmail.com.

The Company shall make reasonable efforts to address such issues promptly and in good faith.

Enjoy a Smooth Move!
Pathway Movers