1. Agreement

This contract is made between Pacific Movers and the Customer. All services, including advice, transport, and moving operations, are undertaken subject to these Terms & Conditions.

The contract becomes active once a deposit is paid or a booking is confirmed.

2. Pricing & Quotes

All quotes are based on the information provided by the Customer. Pacific Movers reserves the right to adjust pricing if details are incorrect or incomplete.

• Access conditions (stairs, narrow driveways, long distances)
• Item size, weight, or volume differences
• Additional labour or services required
• Storage, redelivery, or route changes

It is the Customer’s responsibility to provide accurate information before the move.

3. Inspection & Refusal of Goods

All items will be inspected before loading. Pacific Movers reserves the right to refuse transport of:

• Unsafe or poorly packed items
• Items likely to cause damage
• Items that may pose risk to staff or equipment

4. Prohibited Items

The Customer must not include the following items:

• Flammable, explosive, corrosive, or hazardous materials
• Cash, jewellery, valuables, legal documents
• Drugs, firearms, gas cylinders, paints, aerosols
• Animals or pets

Refrigerators and freezers must be emptied and cleaned before moving.

5. Access & Responsibilities

• The Customer must provide safe and accessible entry points
• Suitable parking must be available
• Permits or legal requirements must be arranged by the Customer

Additional charges may apply for restricted access conditions.

6. Liability & Risk

All work is carried out at the Customer’s risk.

• Minor damage (walls, floors, door frames) may occur
• Pacific Movers is not liable for property surface damage
• Vehicles may cause damage if instructed to access difficult areas

Responsibility remains with the Customer in such situations.

7. Insurance & Claims

Goods are covered under limited Carrier Liability Insurance in accordance with NZ law.

• Coverage applies mainly in vehicle accidents
• General moving damage is not covered
• Customer-packed items are not covered
• Pre-existing damage is not covered

Claims must be submitted within 48 hours of the move.

8. Disputes

Any disputes must be submitted in writing within 30 days.

• Disputes are handled via email initially
• If unresolved, the matter may go to Disputes Tribunal
• Unpaid invoices may result in withheld goods
• Late fees may apply if dispute is invalid

9. Cancellations & Delays

• 14+ days: 10% fee
• 7 days: 25% fee
• 72 hours: 50% fee
• 24 hours: 75% fee

Delays may occur due to traffic, weather, breakdowns, or prior jobs. Pacific Movers is not responsible for resulting costs.

10. Deposits & Booking

• Bookings are confirmed only after deposit is received
• Deposit is non-refundable unless due to company error
• Payment confirmation may be required

11. Additional Charges

Additional fees may apply for:

• Stairs or difficult access
• Heavy or oversized items (up to $550 per item)
• Extra trips
• Long walking distances
• Storage or waste disposal

12. Timing & Rates

• Time starts on arrival and ends after unloading
• Waiting time is chargeable
• Call-out fees apply based on location
• Long-distance transit fees may apply

13. Termination of Service

Pacific Movers reserves the right to cancel a job if:

• Information provided is incorrect
• Unsafe working conditions exist
• Customer behaviour is abusive or unsafe
• Environment is unhygienic or hazardous