frequently asked questions

Frequently Asked Questions

Here is a compiled list of top questions we get asked about moving
Terms and Conditions2022-05-01T22:55:53+08:00


These conditions explain the rights, obligations and responsibilities of all parties to the Contract. A contract is a two-way arrangement and it is important that everyone knows where they stand. Where we use the word ‘you’ or ‘your’ it means the Customer; ‘we’, ‘us’ or ‘our’ means Index Logistics Pty Ltd. These terms and conditions can only be varied or amended by prior written agreement.

1. Our Quotation
Our offer is subject to the availability of resources. It does not include when applicable customs duties, inspections, demurrage, or any other fees or taxes payable to government bodies or agencies. Insurance is shown separately.

We may change the price or make additional charges if any of the following have not been taken into account when preparing our quotation, are confirmed by us in writing and which increase our costs:

(a) You do not accept in writing within 28 days, with a firm moving date to which we agree in writing
(b) By your delay the work is not carried out or completed within six months.
(c) Our costs increase (or decrease) because of currency fluctuations, changes in taxation, freight charges, fuel, ferry, or tolls change beyond our control.
(d) The work is carried out on a Saturday or Public Holiday or outside normal hours (0800 to 1800hrs) at your request.
(e) We have to collect or deliver goods above the ground and first upper floor, at your request.
(f) We supply any additional services, including moving or storing extra goods. (These conditions apply to such work.)
(g) The entrance or exit to the premises, stairs, lifts or doorways are inadequate for free movement of the goods without mechanical equipment or structural alteration, or the approach road or drive is unsuitable for our vehicles and/or containers to load and/or unload within 20 metres of the doorway, and this means we have to do extra work.
(h) Any parking or other fees or charges including fines that we have to pay in order to carry out services on your behalf.
(i) There are delays or events outside our reasonable control which increase or extend the resources or time allowed to complete the agreed work.
(j) We agree in writing to increase our limit of liability set out in Clause 8 (a) prior to the work commencing.
In all these circumstances you agree to pay for the adjusted charges that may apply
(k) We have to pay operational charges in order to carry out the services, which may be brought in or amended at any time by the law. These may include (but are not limited to) Low Emission Zone (LEZ) charges and congestion charges.

2. Work not included in the quotation
Unless agreed by us in writing we will not:
(a) Dismantle or assemble unit or system furniture, fitments, fittings, equipment, garden items, play areas and the like.
(b) Disconnect, reconnect, dismantle or reassemble appliances, fixtures, fittings or equipment.
(c) Move storage heaters unless they are dismantled.
(d) Take up or lay fitted floor coverings.
(e) Move items from or to a loft unless it is properly lit and floored and safe access is provided.
(f) Move or store any items excluded under Clause 4.
Our staff are not authorised and may not be qualified to carry out such work. We recommend that a properly qualified person is separately employed by you to carry out these services and it is subject to a separate agreement.

3. Your responsibility
It will be your sole responsibility to:
(a) Declare to us the correct value of the goods being moved and/or stored or our liability will be reduced proportionally.
(b) Arrange adequate insurance cover for the goods submitted for moving transit and/or storage against all insurable risks as our liability is limited under clauses 8(a) & 8(b).
(c) Obtain at your own expense all documents, permits, permissions, licences, and customs documents when necessary for the move to be completed.
(d) Be present or represented during the collection and delivery process. You agree that anyone signing documentation on your behalf does so as your agent.
(e) ) Take all reasonable steps to ensure that nothing that should be moved is left behind and nothing is taken away in error.
(f) Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as (but not limited to) tenants or workmen are or will be present.
(g) Prepare adequately and stabilise all appliances or electronic equipment prior to their movement.
(h) Empty, properly defrost and clean refrigerators and deep freezers. We are not responsible for the contents.
(i) Ensure that all appliances are clean and dry and have no residual fluid in them that may leak. Items like washers, hose pipes, petrol lawnmowers.
(j) Provide us with a correct contact address and telephone number for communication during transit and/or storage of goods.
Other than by reason of our negligence or breach of contract we will not be liable for any loss or damage, costs or additional charges that may arise from your failure to discharge these responsibilities.
(k) Pay for any parking or meter suspension charges incurred by us in carrying out the work.
(l) Arrange appropriate transport, storage or disposal of goods listed in clause 4

4. Goods not to be submitted for removal or storage
The following items are specifically excluded from this contract:
(a) Jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of any similar kind, mobile phones, portable media and computing devices.
(b) Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items, including gas bottles, air tanks/cylinders, aerosols, paints, fuels, oils, firearms and ammunition.
(c) Plants or goods likely to encourage vermin or other pests or to cause infestation or contamination.
(d) Perishable items including refrigerated or frozen food or drink and those items requiring a controlled environment.
(e) Any animals, reptiles, birds or fish.
(f) Goods which require a special licence or government permission for export or import.
Such goods will not be moved by us except with our prior written agreement. In the event that we do move such goods, we will not accept liability for loss or damage wholly or mainly attributable to the special nature of the goods concerned. If you submit such goods without our knowledge and prior written agreement we will not be liable for any loss or damage and you will indemnify us against any charges, expenses, damages or penalties claimed against us. In addition, we shall be entitled to dispose of (without notice) any such goods which are listed under paragraphs 4(b), 4(c) or 4(d) at your expense.

5. Ownership of goods
By entering into this contract you guarantee that:
(a) The goods to be moved and/or stored are your own property free of any legal charge or
(b) The person(s) who own or have an interest in them have given you full authority to make this contract and have been made aware of these conditions and they have agreed to them.
You will meet any claim for damages and/or costs brought against us if either of these declarations is not true. Should another person at a time later obtain an interest you will advise us immediately of their full contact details so we may issue a new agreement to them.

6. Charges if you postpone or cancel the move
“Working Days” refers to the normal working week of Monday to Friday and excludes weekends and Public Holidays.
If you postpone or cancel this contract we may charge you according to how much notice is given to help recover our administration time and to offset our lack of work to cover the operational costs we will incur.
(a) More than 10 working days before the removal was due to start: No charge
(b) Between 5 and 10 working days inclusive before the removal was due to start: not more than 30% of the removal charge.
(c) Less than 5 working days before the removal was due to start: not more than 60% of the removal charge.
(d) Within 24 hours of the move taking place; not more than 75% of the removal charge
(e) On the day the work starts or at any time after the work commences 100% of Our charges.

7. Paying for our Services
Unless otherwise agreed by us in writing.
(a) Payment is required in full by cleared funds upon completion of the removal service.
(b) You may not withhold any part of the agreed price.
(c) In respect of all sums which are overdue to us we will charge interest calculated on a daily basis at 4% per annum above the prevailing base rate for the time being of Australian Banks.
7* If the booking is made with less than 7 days’ notice payment will only be accepted by same day BACS, bankers draft or building society issued cheque, or some credit and debit cards. We reserve the right not only to terminate this contract if payment is not received before the moving date but also not to carry out any of the services quoted for.

8. Our Liability for Loss or Damage
Our liability for loss or damage is limited as set out in Clause 8(a) below. Alternatively, you may request us to increase our liability, as set out in clause 8(c) below, subject to our express written agreement in advance of carrying out the move and/or storage and payment of an additional charge as stated in condition 1(j) above.
(a) In the event of our losing or damaging your goods, due to our negligence or breach of contract, we will pay you their value up to a maximum sum agreed by our insurer for any one item, suite, set or complete case or other container and its contents whichever is the smaller sum to cover the cost of repairing or replacing that item, or
(b) We may choose to repair or replace the damaged item. If an item is repaired we are not liable for depreciation in value.
(c) Always subject to receiving your itemised valued inventory and request in writing to increase our liability prior to the move and/or storage commencing we may offer to extend our maximum liability to the value declared by you to us. This is not insurance on the goods and you are strongly advised to accept the insurance offered in our quotation or if arranging insurance cover yourself, you are advised to show this contract to your insurance company.

Extra conditions that apply to moves to/from a country outside Australia
(a) We will accept liability only for loss or damage to goods when they are in our actual possession and if it can be proven that we were negligent. In such instances, we will accept liability as in conditions 8(a), 8(c) above. We are not liable for any loss, damage or failure to produce the goods if it is caused by those circumstances set out in condition 10.
(b) Where we engage an international transport operator, shipping company or airline to convey your goods to a place, or point of destination, we do so on your behalf and subject to the terms and conditions set out by that carrier.
(c) ) If the carrying vessel/conveyance should for reasons beyond the carrier’s control fail to deliver the goods or route them to a place other than the original destination you have limited recourse against that carrier and may be liable for General Average contribution (e.g. the costs incurred to preserve the vessel/conveyance and cargo) and salvage charges or the additional cost of onward transmission to the place port or airport of destination. These are insurable risks and it is your responsibility to arrange adequate marine/transit insurance cover.
(d) We do not accept any liability for goods confiscated, seized, damaged, or removed by Customs Authorities or any other Government Agencies unless directly caused by our negligence or breach of contract.

9. Damage to premises or property other than the goods moved
Because third party contractors or others are frequently present during a move it is not always possible to establish who was responsible for any loss or damage therefore our liability is limited as follows;
(a) We will not be liable for any damage to premises or property other than goods submitted for moving and/or storage unless we have been negligent or in breach of contract. Our liability is limited to making good the damaged area only.
(b) If we cause damage as a result of moving goods under your express instruction against our advice and where to move the goods in the manner instructed is likely to cause damage we shall not be liable.
(c) If we are responsible for causing damage to your premises or to property other than goods submitted for moving and/or storage you must note this on the worksheet or delivery receipt. This is fundamental to the contract.

10. Exclusions of Liability
Other than by reason of our negligence or breach of contract we will not be liable for any loss, damage or failure to produce the goods if it is caused by any of the following circumstances;
(a) By fire or explosion howsoever caused.
(b) By war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion and/or military coup, Act of God, industrial action or other such events outside our reasonable control.
(c) By normal wear and tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances.
(d) By moth or vermin or similar infestation.
(e) By cleaning, repairing or restoring unless we arranged for the work to be carried out under this contract.
(f) By atmospheric or climatic conditions.
(g) Any goods or articles in any item which has not been packed or unpacked by us, this includes goods left within furniture or appliances and includes freezers.
(h) For electrical or mechanical derangement to any appliance, instrument, clock, computer or other equipment unless there is evidence of related external damage.
(i) To jewellery, watches, trinkets, precious stones or metals, money, deeds, securities, stamps, coins or goods or collections of a similar kind howsoever caused unless you have previously given us full particulars with value and we have confirmed that we accept responsibility as in conditions 8(a) or 8(c) above.
(j) To any goods which have a relevant proven defect or are inherently defective.
(k) Kit or system furniture, even when you have given written instructions to dismantle and reassemble, we cannot be liable for the quality when reassembled nor any resulting crumbling of the board.
(l) To animals and their cages or tanks including pets, birds or fish.
(m) To plants.
(n) To refrigerated or frozen food or drink, or those items requiring a controlled environment.
No employee of Index Logistics shall be separately liable to you for any loss, damage, mis-delivery, errors or omissions under the terms of this contract.

11. Time limits for claims
(a) For goods which we deliver you must notify us in writing of any visible loss, damage or failure to produce any goods at the time of delivery.
(b) If you or your authorised representative collect from our warehouse you must note in writing any loss or damage at the time the goods are handed to you or your representative.
(c) Notwithstanding Clause 8, 9 & 10 we will not be liable for any loss or damage to the goods unless a claim is notified to us or our overseas correspondent in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven (7) days of delivery of the goods in order to allow us to properly investigate the claim.
(d) The time limits referred to in Clauses 11(a), 11(b) and 11(c) above shall be essential to the contract.
(e) Upon your written request we may at our discretion agree to extend your time for compliance with Clause 11(c) PROVIDED your request is received within the time limits provided for and subject to this proviso we will not unreasonably refuse such a request.

12. Delays in transit
(a) Other than by reason of our negligence or breach of contract we will not be liable for delays in transit. Any transit time quoted by us are estimates based upon information known at the time and they can vary due to a number of factors outside our direct control
(b) If through no fault of ours we are unable to deliver the goods we will put them into the store. The contract will then be fulfilled and any additional service(s) including storage and delivery will be at your expense.

13. Our Right to Hold The Goods (Lien)
We shall have a right to withhold and/or ultimately dispose of some or all of the goods until you have paid all our charges and any other payments due under this or any other contract. These include any charges that we have paid out on your behalf. While we hold the goods you will be liable to pay all storage charges and other costs incurred by our withholding your goods including legal fees and these terms and conditions shall continue to apply. (See also Clause 23)

14. Disputes
If there is a dispute arising from this agreement which cannot be resolved, either party may refer it to the low cost independent Alternative Dispute Resolution (ADR) scheme provided by the Australian Association of Movers (AAM). Under this scheme, the case will be determined by an accredited ADR organisation

15. Our right to sub-contract work
(a) We reserve the right to sub-contract some or all of the work.
(b) If we sub-contract then these conditions will still apply.

16. Route and Method
(a) We have the full right to choose the method and route by which to carry out the work and the location in respect of storage.
(b) Unless it has been specifically agreed otherwise in writing in our Quotation other space/volume/capacity on our vehicles and/or the container may be utilised for consignments of other customers.

17. Advice and Information for International Moves
We will use our reasonable endeavours to provide you with up to date information to assist you with the import/export of your goods. Information on such matters as national or regional laws and regulations which are subject to change and interpretation at any time is provided in good faith and is based upon existing known circumstances. It is your responsibility to seek appropriate advice to verify the accuracy of any information provided.

18. Applicable Law
This contract is subject to the Australian jurisdiction.



20. Our forwarding address
(a) If you send goods to be stored you must provide an address for correspondence, and a telephone number and notify us if either changes. All correspondence and notices will be considered to have been received by you seven days after sending it to your last address recorded by us.
(b) If you do not provide an address or respond to our correspondence or notices we may publish such notices in a public newspaper in the area to or from which the goods were moved, at your expense.

21. Lists of Goods (Inventory) or receipt
Where we produce a list of your goods (inventory) or a receipt and send it to you it will be accepted as accurate unless you write to us within ten days of our sending, notifying us of any errors or omissions.

22. Please note

1. If you have more items than stated on your listing then extra charges may be incurred.
2. Big items (wardrobes, beds, etc.) which are too big for your stairs or doors have to be dismantled and ready to load. We are providing dismantling and assembling service, but extra charges will apply.
3. Make sure that all your stuff is packed properly and ready to load. If we come and we need to wait until you finish your packing extra charges will apply.
4. You need to be honest with your inventory so that we can give you the best possible quote.
5. Payment must be made in cash on collection or delivery unless agreed in advance.
6. If we have to wait more than 30 minutes at either collection or delivery address, a waiting charge of $50 per 30 minutes will be applied.
7. No job will be booked in until you have completed all details on your job listing, including contact telephone numbers & full postal addresses for both collection and delivery addresses, plus the full list of items.
8. Most importantly if you engage us to do a job for you, we will do it to your satisfaction, with maximum professionalism that will meet your needs no matter how small or big the bid might be.


What are your payment terms?2022-05-04T02:32:47+08:00

We accept all major cards, VISA, Master Card


Bank Transfer


AMEX (2.5% surcharge)

Are your quotes no obligation?2022-05-04T02:34:06+08:00

Yes. All our quotes are no obligation

Can I arrange a same-day move?2022-05-06T00:51:45+08:00

Yes, but only if our schedule allows it. In other words, it is a subject of availability.

How much notice do you need?2022-05-04T02:37:01+08:00

We recommend a minimum of 48 hours. However we have some trucks on standby or if they are done earlier, we can squeeze in an emergency job

Are our goods safe?2022-05-04T02:38:27+08:00

Yes. Your possessions are handled by experienced personnel. Guaranteed a smooth move all the time

I have some delicate items that I want to move, can you help me with that?2022-05-06T01:00:14+08:00

Yes, be it artwork or musical instruments, no worries. We’ve got the means and know-how to help you move even the most fragile of items.

Are you fully insured?2022-05-04T02:42:10+08:00

Yes. We are fully insured while your possessions are in our legal control and in transit. Insured for $5 million Public Liability

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“Fantastic service, very quick and careful with all furniture and belongings. The guys were super polite and thorough and I will definitely be using again for my next move.”


“They made a difficult day bearable. Thank you so much for your help!”


“The guys were professional and friendly and took incredible care of our furniture and our new home as they negotiated angles and stairs. I would use them again and would highly recommend them.”

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