Terms and conditions

About these terms

These terms apply to every quote and move booked with BKS Removals ("we", "us", "our"), based in St Kilda, VIC 3182. By accepting a quote or booking a move, you agree to them. If anything in your written quote is different from these terms, your quote wins.

Quotes and pricing

Every quote is free and comes with no obligation. Your quote shows the hourly rate, the minimum booking (2 hours), any travel fee and an estimate of how long your move will take. All prices include GST.

Time is charged from when we arrive at your pickup address until the last item is unloaded at your new place, plus any travel fee shown on your quote.

An estimate is our best guess based on what you tell us. If your move is going to run past the estimate, we tell you before we keep going. If the job turns out to be bigger than described (more items, extra stairs, no lift, long carries or parking further away), the time it takes may go up, and we will talk it through with you first.

Your booking

Once we confirm your booking in writing, your date and arrival window are reserved for you. We do not double-book, and we will not move your booking to fit in another job.

If we ever have to cancel, you get back everything you have paid for that move.

We plan every move to arrive within the agreed window. Some things are outside our control, such as traffic, accidents, road closures, severe weather, police or council restrictions and building access. If anything like this affects your move, we will keep you updated and do our best to get things back on track.

Payment

We accept bank transfer, cash and crypto.

If a deposit is needed to hold your date, your quote will say how much. The balance is due when your move is finished, unless we agree otherwise in writing.

If you need to change or cancel

Plans change, so let us know as early as you can and we will do our best to find a new date.

If you cancel or postpone with less than 48 hours’ notice, we may keep your deposit or charge a late cancellation fee, as set out in your quote. With more notice than that, any deposit is refunded or moved to your new date.

What we ask of you

Give us accurate details about your move, including stairs, lifts, parking, access and any large, heavy or fragile items.

Arrange parking and any building bookings (lifts, loading bays) or permits at both addresses, and make sure we can get in, including keys and access codes.

Have everything ready to go. If you are packing yourself, boxes should be packed, taped and closed before we arrive.

Disconnect appliances such as washing machines, dishwashers and fridges before moving day, unless we have agreed otherwise. Plumbing and electrical work should be done by a licensed tradie.

Keep cash, jewellery, important documents, medication and anything irreplaceable with you.

Make sure you, or someone you trust, can be reached by phone during the move.

Items we do not move

For safety and legal reasons we do not move hazardous or dangerous goods, such as gas bottles, fuel, paint, chemicals, ammunition or explosives, or anything illegal. We also do not move perishable food, live animals, or cash and valuables (see above).

Pianos, pool tables, safes and other unusually heavy items are only moved if we have agreed to it in your quote.

If something gets damaged

We wrap and protect every piece, and we take responsibility for damage we cause.

Tell us as soon as you notice, ideally on the day and no later than 7 days after your move, with photos of the damage. Ben looks at it personally and agrees the next step with you: a repair, a replacement or a payment, arranged through our insurance where it applies.

We are not responsible for damage that was already there before the move, normal wear and tear, or the contents of boxes you packed yourself, unless the damage was caused by our handling. We are also not responsible for electrical or mechanical faults where there is no outside damage.

The cover our insurance provides, and any limits on it, will be confirmed in your quote.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms takes away or limits those rights.

Apart from those guarantees, and as far as the law allows, we are not responsible for indirect losses such as missed flights, time off work or extra accommodation, or for delays caused by things outside our control.

Questions and complaints

If something is not right, tell us first and we will work it out with you. Call 0490 471 725 or email hello@bkservice.com.au. If you are still not happy, you can contact Consumer Affairs Victoria at consumer.vic.gov.au.

Changes to these terms

We may update these terms from time to time. The version on this page when you accept your quote is the one that applies to your move. These terms are governed by the laws of Victoria.