Introduction
These Terms of Service outline the rights, responsibilities and obligations that apply when a customer engages Pathway Movers. By booking or using a service, the customer agrees to these terms.
Insurance and damage claims
Pathway Movers will exercise reasonable care when handling furniture, décor and household goods. Damage to non-electronic items must be reported within 24 hours of the move being completed so the matter can be assessed under any applicable coverage.
For televisions, refrigerators and other electronic appliances, responsibility is limited to external physical damage unless internal damage can be shown to have resulted directly from an external impact during handling. Customers should inspect electronic items on delivery.
Fragile items such as televisions, mirrors and glassware must be packed in original packaging or an appropriately secure, well-fitting box to be considered for applicable coverage. Internal damage or damage resulting from inadequate customer packing is excluded.
Customer-packed items
Pathway Movers is not liable for damage to items packed by the customer or another party. This includes crockery, glassware, artwork and other items vulnerable to movement, vibration or road conditions. Professional packing services are recommended for fragile belongings.
General wear and tear
Minor scratches, scuffs or dents can occur during normal moving activity. Pathway Movers is not liable for minor wear and tear unless it results from gross negligence or wilful misconduct. Where compensation is considered appropriate, it may be assessed between AUD 50 and AUD 150 depending on the nature and extent of the damage.
Conduct and service refusal
Pathway Movers has zero tolerance for threatening, abusive, aggressive or disrespectful conduct toward employees, contractors or representatives. The company may refuse or discontinue service where such conduct occurs and is not liable for resulting losses or costs.
Cancellations and refunds
A booking deposit is required to reserve resources. The applicable deposit may vary for local, regional and interstate moves and will be confirmed before booking.
If the customer cancels, the booking deposit is non-refundable. A same-day cancellation may incur an amount equivalent to the applicable minimum job charge.
If Pathway Movers cancels for a reason other than customer breach, the booking deposit will be refunded. That refund is the customer’s sole remedy for the cancellation.
Payment terms
Payment is required when approximately 75% of unloading is complete. The customer must be ready to make payment at that time.
Accepted payment methods may include cash, bank transfer and credit or debit card. A 2.2% surcharge applies to card payments. GST of 10% is added where required by law.
Feedback and issues
Customers should contact Pathway Movers promptly if an issue occurs during a move or if they wish to provide feedback about an employee, contractor or representative. The company will make reasonable efforts to respond in good faith.
Contact us
Questions about this policy can be directed to Pathway Movers.