Terms and Conditions

At Watsons Removals & Storage, we have kept the language straightforward to make them easy to understand. Please take a moment to review our Terms and Conditions, which apply to all jobs we undertake.  For any queries or concerns regarding these terms, please contact us. We will respond in a timely and professional manner.

1.) Definitions : 

In these Terms and Conditions: 

"We", "Us", and "Our" refer to Sam Express Transport Pty. Ltd. trading in Victoria under the business name Watsons Removals & Storage (ABN 51 614 570 053). "You" and "“Your" refer to the party entering into the agreement for services with Us. This includes the party to whom our quotation is addressed and the party by whom the acceptance is signed. "Goods" means all furniture and other personal effects which are the subject of our services. "Services" refers to all work undertaken by Us in connection with the Goods, including (but not limited to) removal, transportation, and, if applicable, storage.

2.) We are not Common Carriers: 

We are not common carriers and accept no liability as such. We reserve the right, at our sole discretion, to refuse to quote for the carriage of goods for any individual or entity, and to decline the carriage of any goods or classes of goods without providing a reason. Our services are provided under these specific terms and conditions, and we do not undertake the obligations or liabilities of a common carrier under any circumstances. 

3.) Commitments and Assurances:  

(3.a.) Accuracy of Information Provided by You 

We rely on the accuracy of the information you provide. You warrant that all details supplied to us, including the nature, quantity, and condition of the goods, as well as access conditions and addresses, are true, complete and correct. Please note: Any misrepresentation or omission may affect our ability to deliver the services as quoted, and this may result in additional charges or delays, or adjustments to the scope of the service. 

(3.b.) Agreement to Commence the Move

Prior to commencing your move, our driver may request that you (the owner or an authorised agent) sign a Job Sheet. This document will include the job start time and job number, and will serve as confirmation that you accept these Terms and Conditions. You will be required to tick the acceptance checkbox and sign the Job Sheet before the move begins. If the Job Sheet is not signed, the move cannot proceed.

(3.c.) Authority to Act

You warrant that you are either the owner of the goods or have been duly authorised to act on behalf of the owner. You agree that only you, or a person authorised by you, will provide instructions regarding the move. Unless you explicitly notify us otherwise in writing, we will treat any person present and acting on your behalf as an authorised agent, and we will follow their instructions accordingly.

(3.d.) Inventory and Condition of Goods: 

It is agreed that no formal inventory of the goods being moved or stored will be taken. The pre-existing condition of any items will be visually assessed and verbally agreed upon at the time of service. To facilitate this arrangement, you or an authorised adult representative must be present at all times during both loading and unloading. If any special remarks or conditions need to be noted, they may be recorded on the Job Sheet and must be mutually agreed upon and signed by both you and the driver.

(3.e.) Clear Access and Preparation: 

You are responsible for ensuring clear access to the property, including driveways, entrances, stairways, and lifts. All goods must be properly packed, labelled, and ready for transport, unless packing services have been arranged with us in advance.

(3.f.) Fragile and Special-Handling Items: 

You must verbally inform us, prior to the commencement of the removal or storage, of any goods that are fragile, brittle, or require special handling, especially where such characteristics are not immediately apparent. You are also responsible for advising us of any specific precautions that should be taken when handling these items, where such precautions would not be reasonably known to our team. Failure to do so may limit our liability for any damage caused to such items during handling, transport, or storage. 

(3.g.) Responsibility for Items Moved: 

It is your responsibility to ensure that all goods intended for removal (other than goods being retrieved from storage) are loaded onto our vehicle, and that no items are taken by mistake. We will not be held liable for any items left behind or moved in error unless such error was clearly due to our negligence and reported immediately upon completion of the move.

(3.h.) Job Completion and Acknowledgment:

At the completion of the move, you or your authorised representative may be requested to sign the Job Sheet or Feedback Form, confirming that the service has been completed to your satisfaction. The driver will record the final price on the Job Sheet, and may request for your signature as acknowledgment of the completion and acceptance of the services provided. Signing this document confirms that the move has been completed in accordance with the agreed terms and that there are no outstanding issues at the time of completion. 

4.) Method of Carriage

(4.a.) Mode of Carriage

We reserve the right to transport the goods by any reasonable route and by any reasonable means, taking into account all relevant circumstances, including the nature of the goods, the destination, and any other goods being carried on the vehicle at the same time. This allows us to ensure efficiency, safety, and timely delivery while maintaining flexibility in operational decisions.

5. Delivery of Goods 

We are only obligated to deliver the goods to you or to a person authorised by you to receive them. If, upon arrival, there is no authorised person available to accept delivery, or if we are unable to gain access to the premises, or due to any other reasons beyond our control, we reserve the right to unload the goods into a secure warehouse. In such cases, we will be entitled to charge you additional fees for: Storage of the goods, and any subsequent re delivery. If this situation occurs, we will make reasonable efforts to contact you to obtain alternative delivery instructions.

(5.a.) Access to Property

If, in our sole discretion, the access to the property at pickup or delivery is deemed inadequate or unsafe for the transportation of goods, we are not obliged to carry the goods in or out of the premises. In such cases, at your discretion, we will either: Leave the goods outside the premises, or return the goods to the point of origin. Please note that returning the goods to the point of origin will incur an additional charge, to be negotiated at that time. Furthermore, we will not attempt to modify the property or the goods (such as removing doors, dismantling furniture, or appliances) to resolve access issues.

(5.b.) Additional Charges 

Additional charges may apply in certain circumstances where the scope of work exceeds standard moving conditions. These may include, but are not limited to: Stairs or difficult access at the pickup or delivery location. Long carrying distances between the property and the vehicle. Oversized or heavy items, such as heavy fridge, heavy cabinet, or safes. After hours, weekend, or public holiday work. Any applicable charges must be discussed and confirmed by you at the time of quoting or booking.

6.) Charges and Payments:  

(6.a.) Delays

Delays caused by traffic conditions, roadworks, route selection, vehicle breakdowns, and other similar factors are inherent risks in the courier and removals industry. While we will take every reasonable step to ensure our drivers arrive at the pickup and delivery locations on time and to keep you informed of any delays, we accept no liability for any loss, damage, or consequential loss resulting from such delays, except where caused by factors within our direct control. 

(6.b.) Cancellation and Changes to Scheduled Services 

If a specific date for the performance of any services is agreed upon, and you request to cancel or alter the booking within 24 hours of the scheduled job, we reserve the right to apply a reasonable additional charge to cover any loss or extra expenses incurred due to such changes or unavailability.

(6.c.) Payment Terms

We accept the following payment methods: Cash, Bank Transfer and Credit Card (Visa or Mastercard only). Please note that a 2-3% surcharge will apply to credit card payments to cover merchant fees charged by the bank. All credit accounts must be approved prior to the move. Payment is due at the completion of the move, without exception. It is your responsibility to ensure sufficient funds are available to pay the driver at that time. At our discretion, we may require full payment before unloading the goods at the destination. In such cases, we will provide an estimate of the unloading time. If payment is not made in full, unloading will be delayed until full payment is received. If any payment dispute arises that cannot be resolved immediately, we reserve the right to refuse unloading or repossess the goods until full payment is made. 

(6.d.) Lien on Goods and Non-Payment 

All goods being moved are subject to a general lien for any outstanding monies owed by you. If we reasonably conclude that you are unwilling or unable to pay the charges due, in the required form, place, or time, we reserve the right to: Retain or refuse delivery of any goods, re-enter your premises and seize some or all of the delivered goods. If payment is not received within 14 days, we reserve the right to dispose of the goods to recover the outstanding balance for our services. In the event goods are seized: You will be liable for transportation costs to and from our warehouse, and You will also be liable for storage charges. No formal inventory or list will be created or maintained for seized goods. If the seized goods include perishable items or goods deemed unsafe to store, we reserve the right to dispose of them at your cost. Goods will be transferred to storage in their ‘as-is’ condition. Once full payment of outstanding charges and storage fees is received in our bank account, the goods can be: Delivered back to you by us at our standard charges, or picked up by a mover of your choice from our storage facility.

(6.e.) Waiting and Detention Charges

We may charge you an hourly rate of $55 if the driver is kept waiting at either the loading or unloading location. You will be allowed: 15 minutes at the loading end to load the vehicle, and 10 minutes at the unloading end to unload the vehicle. Any time spent beyond these allowances will be considered detention time and charged at $55 per hour, calculated in five minute increments.

(6.f.) Our Right to Subcontract Work: 

We reserve the right to subcontract all or part of the services to another company or independent contractor as we deem necessary. Where subcontractors are engaged, they shall operate under the same terms and conditions outlined in this agreement. However, we remain your primary point of contact and will coordinate all aspects of the service on your behalf. 

(6.g.) Toll Roads: 

Our drivers generally avoid using CityLink, Eastlink, and other toll roads when planning routes. However, if: A toll road is deemed the most practical or time-efficient route, or You specifically request that toll roads be used, you will be responsible for all applicable toll charges. These toll fees will be included in your final job price, and in some cases, a reasonable administration fee may also apply to cover processing costs. 

(6.h.) Hourly Rate and Overtime Charges: 

If you book our services at an hourly rate for a set number of hours and the move takes longer than the booked time, the additional time will be charged in 30-minute increments. For example, if you book a Truck at $45 per hour for 2 hours, and the move takes 2 hours and 15 minutes, you will be charged for 2 hours and 30 minutes. The 30-minute increment charge will be exactly half of the hourly rate. 

(6.i.) Travel Charges: 

We do not charge for travel to or from the pickup or destination address within the Greater Melbourne area. However, if either the pickup or drop-off location is: Outside Greater Melbourne, or More than 20 km from Melbourne CBD (whichever is closer), a travel charge may apply. This charge is calculated based on the distance and time required to reach the location. Any applicable travel fees will be clearly communicated at the time of quoting or booking your move.

7.) Liability, Risk and Insurance:  

We take every precaution to ensure your move proceeds smoothly and your goods are handled with care. However, it’s important to understand the following: Limitation of Liability, we are not liable for any loss, damage, or delay resulting from circumstances beyond our control including but not limited to traffic conditions, road closures, weather events, mechanical failures, or other unforeseen situations. Goods in Transit, your belongings are considered “in transit” from the moment they are collected by us until they are delivered to the nominated destination. Insurance Disclaimer, please note that your goods are not automatically insured for loss or damage during transit, as we are not aware of their specific value. While we exercise the highest level of care, accidents can still occur. Insurance Recommendation, we strongly recommend that you obtain “goods in transit” insurance to protect your belongings.

a. Our team can refer you to reputable insurance brokers for a no-obligation quote.

b. Alternatively, check with your current home and contents insurance provider to see if coverage extends to moving.

In the Event of Damage, while we aim to prevent all damage, if it does occur, any claims will be managed in accordance with our damage and liability policy outlined in your service agreement. 

(7.a) Packaging and Indemnity: 

If the goods sustain damage due to defective or inadequate packaging, you agree to indemnify us against any loss or damage that occurs as a result. To reduce the risk of damage, the Customer is strongly encouraged to use the Company’s professional packing services, especially for delicate or high-value items.  

(7.b.) Exclusion of Liability for Certain Goods:

Certain goods, including but not limited to electrical and mechanical appliances, computer equipment, scientific instruments, specific musical instruments, and furniture made of pressed wood, are inherently susceptible to damage or malfunction regardless of how carefully they are handled. We will not be liable for any damage or loss relating to these items under any circumstances.

(7.c.) Liability for Damage and Claims: 

If you, as an individual, business, or organization—or any person acting with your agreement—participate in the move, we will not be liable for any damage not caused by us. If it is clearly evident and mutually agreed that damage to your goods occurred due to our fault or negligence, we will attempt to repair the damage up to a value of $350. Please note that you will be responsible for the first $150 of any claim made. If the item is deemed unrepairable, our maximum liability for that item will be $350 per occurrence.

(7.d.) Reporting Damage: 

Any damage to your goods or property must be reported to us either during the move or immediately after its completion. You are required to inspect all goods once they have been unloaded. No claims will be accepted for damages reported after we have left your property. All damage reports must be submitted via one of the following methods: 

I. Phone call to our office

II.Email at info@watsonsremovals.com.au

(7.e.) Access to Property and Liability:

For the purpose of loading and unloading goods, you grant us permission to enter your property at your own risk. While we will take all reasonable care when carrying goods in and out of the premises, we will not be liable for any damage to the property, its contents, or fittings caused by our presence. By allowing us access, you agree to accept this service and assistance at your own risk. 

(7.f.) Third-Party Premises: 

If you instruct us to pick up or deliver goods from/to a third-party premises, we will not be responsible for any damage caused to that premises by our presence. You are advised to arrange for the goods to be collected or delivered outside of the third-party premises whenever possible. If assistance is requested by you or your authorized representative at the third-party premises, we may provide such assistance for an additional fee, subject to negotiation. While we will take all reasonable care when carrying goods in and out of the third-party premises, you agree to accept this service/assistance at your own risk, and we will not be liable for any damages caused under any circumstances.

8.) Vehicle Damage and Goods in Transit Insurance: 

In the event that damage to goods occurs due to the transport vehicle being damaged by fire, flood, collision, or overturning, we will be compensated by our insurer for the damages to the vehicle. However, we do not hold Goods in Transit Insurance, and you will not be compensated for any damage to your goods under these circumstances. We strongly advise that you obtain insurance coverage for your goods, or understand that you are accepting the service entirely at your own risk.

9.) Safe Working Environment and Driver Conduct:  

It is your responsibility to ensure that our driver is provided with a safe working environment at all times. You are required to communicate and interact with our drivers in a polite and respectful manner. If at any point the driver reasonably believes the environment is unsafe or feels threatened, they have the right to cease work immediately and leave the premises — with or without the goods loaded in the vehicle. If the goods remain in the vehicle upon leaving, we reserve the right to unload and store them at a warehouse. Should payment for the move and storage not be made, and if the goods are not collected from the warehouse within 14 days, we reserve the right to sell the goods to recover outstanding costs. 

(9.a.) Parking and Infringement:

If it becomes necessary to park in an area where there is a possibility of receiving a parking infringement, we will notify you verbally. You will then have the option to either accept responsibility and pay any infringement issued or instruct us to park further away. Please note that choosing to park further away may incur additional charges due to the extra time required.

(9.b.) Parking Charges:  

In the event that parking fees are required for loading or unloading the goods, you will be responsible for covering any parking charges incurred. 

(9.c) Payment: 

It is your responsibility to ensure sufficient funds are available to pay the driver for the move. For further details on payment terms, please refer to clause (6.d.). 

10.) Minor Damage and Liability: 

During a move, minor damage like small scratches, scuffs, or dents to walls, floors, or furniture is considered normal wear and tear. The company is generally not liable for fair wear and tear. Unless caused by gross negligence or willful misconduct. If the damage is deemed negligent or intentional, compensation will be assessed reasonably, depending on the severity 

11.) Governing Law and Jurisdiction 

These Terms shall be governed by and construed in accordance with the laws of the state or territory in which the services are provided, without regard to any conflict of law principles. Both parties agree to submit to the exclusive jurisdiction of the courts of that state or territory for the resolution of any disputes arising under or in connection with these Terms. 

12.) Storage Services.

Storage services are available upon request and are subject to separate terms and conditions, which will be provided at the time of booking. Access to stored items may require prior notice to ensure availability and appropriate handling.

13.) Cancellation Policy

If you need to cancel your move, please note the following conditions. 

(13.a.) Cancel 24 hours before the job time.

If you cancel at least 24 hours before the scheduled job time, no cancellation fee will apply—unless we have already incurred expenses preparing for your job (e.g., hiring additional staff, purchasing specific tools, or making special arrangements that required payment). By confirming your booking with Watsons Removals & Storage, you agree to these terms and conditions. 

Happy moving starts with the right team!  

With Watsons Removals & Storage.   

Our Legacy was Built on Service, Trust and a Deep connection to Families. Today, we carry those same values forward, leading a business that’s Proudly Family Owned and committed to keeping our Families across Melbourne and Australia wide connected every day.