Terms and Conditions of Service

"KangPack", "we", "us", "our": KangPack Removals (ABN 62 424 089 184).

"Client", "you", "your": the person or entity booking Services.

"Services": removal, furniture delivery, packing/unpacking, rubbish removal and related services provided by KangPack.

"Goods": items transported, handled, packed or stored by KangPack on behalf of the Client.

"ACL": the Australian Consumer Law, Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other legislation that cannot lawfully be excluded. Where our liability can lawfully be limited, it is limited to the maximum extent permitted by law.

A Quote is a fixed price based on the information you provide (access, distance, volume, number of items, stairs, special requirements). If on the day conditions materially differ from what was disclosed (extra items, restricted access, heavier items), we will notify you before continuing and confirm any additional charges.

An Estimate is indicative only. The final price is calculated based on actual hours worked and services provided, at the rate confirmed at booking.

We use reasonable endeavours to arrive and complete the job within the agreed window. Arrival and completion times are indicative and may be affected by traffic, weather, prior jobs running long, or other factors outside our reasonable control. We will keep you informed of any material delay.

Jobs beginning after 3:00 PM incur an after-hours surcharge of 20% on the agreed rate.

All Goods must be clean, dry and safe for transportation. Boxes must be structurally sound, properly taped, and not overfilled. We may refuse to transport any item that is unsafe or likely to damage other Goods. Where Goods are packed by the Client, we are not liable for loss or damage caused by inadequate or defective packing by the Client, to the extent permitted by law (see clause 2).

We will not transport:

• Hazardous substances
• LPG gas cylinders
• Fuel cans or any flammable liquids
• Firearms, ammunition or explosives
• Live animals
• Any item the supervisor on the day deems unsafe to handle

The following must be declared in writing at quote stage:

• Any item over 100 kg
• Items requiring balcony lifts
• Double-door fridges
• Marble items
• Glass tables or cabinets
• Pianos, pool tables
• Items over 3 metres in length
• Large pot plants, animal enclosures
• Extremely fragile items
• Any single item with a market value over $1,000

Failure to declare may result in refusal on the day, additional charges, or reduced cover under our Goods in Transit Insurance (clause 17).

Balcony lifts are performed only where our supervisor determines the lift can be carried out safely. All balcony lifts incur an additional charge, agreed before the lift begins. We may refuse any lift that is unsafe or structurally not feasible.

• The rate applying to your booking is confirmed at booking and set out in your Quote or Estimate.
• Billing increments: 15 minutes.
• Travel: the first 30 minutes from our base and the final 30 minutes returning are included. Additional travel time is billable at the agreed rate.
• Minimum charge: 2 hours at the agreed rate plus GST.
• Billable time starts on arrival at the pickup location and continues until all Goods have been delivered AND payment has been received in full at the job site, or a payment arrangement has been confirmed by KangPack in writing. Where any delay at completion is attributable to the Client (including delays in arranging or executing payment), that time is billable at the agreed rate. Delays caused by KangPack or by failures in our own payment systems are not billable.

Rubbish Removal. Tip fees (per tip receipt) plus travel time to and from the waste centre, at the agreed rate. Tip fees are payable immediately on invoice.

Packing / Unpacking. Minimum 2 packers × 3 hours at the agreed rate plus GST. Average packing speed 8–10 boxes per hour depending on fragility. The Client supplies packing materials unless purchased from KangPack.

Packing Materials. Boxes, tape, wrap etc. are billed separately. Used paper is not collected. Boxes may be collected after unpacking if arranged in advance.

Where parking in a No Stopping zone, clearway or other restricted area is necessary to complete the move, the Client agrees to reimburse KangPack for any parking fines received during loading or unloading. KangPack will provide the fine notice within 7 days of receiving it.

All tolls are billed to the Client, except the Sydney Harbour Tunnel, which KangPack covers.

Our primary truck is 4.5T (approx. 20 m³). The Client must inform us of loading dock restrictions, building height limits, narrow street access, and any other access limitations. Where incorrect sizing results from inaccurate Client information, KangPack is not liable for resulting delays or additional costs.

You must:

• Provide accurate information about access, stairs, volume and items;
• Ensure safe access at both pickup and delivery;
• Be present or have an authorised representative present during the move;
• Declare specialist and high-value items (clause 7);
• Pay on completion (clause 16).

Where the Client's failure to meet these obligations contributes to loss, damage or delay, KangPack's liability is reduced to that extent.

If we are unable to deliver due to no authorised receiver, inaccessible property or unsafe conditions, Goods may remain on the truck. Additional fees may apply, including overnight storage and re-delivery, at the agreed rate.

Payment is due in full immediately upon completion of the job and must be made at the job site before the crew departs. Our crew is authorised to remain on-site until payment has been received in full or a payment arrangement has been confirmed by KangPack in writing.

We accept the following payment methods on-site:

• Cash
• Bank transfer (with transaction receipt shown to the crew)
• Credit card (3% surcharge, reflecting our cost of card acceptance)

We do not accept cheques. Post-job invoicing or deferred payment is not available to residential Clients, and is only available to commercial Clients where invoicing terms have been agreed in writing before the booking (see Commercial Clients: Additional Terms below).

Where delay in making payment at completion of the job is attributable to the Client, billable time continues to accrue at the agreed rate in accordance with clause 9.

Invoices that remain unpaid after 7 days may be referred to a debt collection agency. Overdue amounts accrue simple interest at 10% per annum. Reasonable costs of recovery (including collection agency fees) may be added to the debt.

KangPack holds:

• Public & Products Liability Insurance: $10,000,000 (QBE Insurance (Australia) Limited)
• Goods in Transit Insurance: $50,000

Our Goods in Transit cover does not extend to:

• Items pre-damaged or structurally weakened before the move
• Items inadequately packed by the Client
• Items fragile by nature that were not declared in advance (clause 7)
• Cash, jewellery, documents, securities or similar valuables

These exclusions do not limit any rights you have under the ACL (clause 2).

• Visible damage or missing items: must be reported in writing within 7 days of job completion.
• Concealed damage discovered during unpacking: must be reported in writing as soon as reasonably practicable, and in any case within 30 days of job completion.

Where a claim is accepted, we may at our option, and consistent with our insurance cover:

• Repair the item;
• Replace it with an equivalent second-hand item of similar age and condition; or
• Reimburse the Client based on second-hand market value at the time of loss.

Your rights under the ACL to seek repair, replacement, refund or compensation are not limited by this clause. Payment for the job is not contingent on the outcome of a claim. Claims are handled separately from invoicing.

We collect personal information (names, addresses, phone, email, payment details) to provide the Services. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We do not sell your information, and we do not share it with third parties except as needed to provide the Services (e.g. payment processors). Our Privacy Policy is available on request at info@kangpack.com.au.

We may engage subcontractors or trusted partners to complete a booking, particularly during peak periods. Where we do, the same standard of care and these Terms apply.

Any variation to a Quote, booking or these Terms must be confirmed in writing (email or SMS is sufficient). Verbal variations made on the day will be confirmed by us in writing as soon as practicable.

Neither party is liable for failure or delay in performance caused by an event beyond its reasonable control, including severe weather, bushfires, floods, pandemics, government directions, road closures or industrial action. Where such an event makes performance impossible or unsafe, we will reschedule at no additional callout fee.

If any part of these Terms is found to be unenforceable, the remaining parts continue in force.

These Terms are governed by the laws of New South Wales. The parties will first attempt to resolve any dispute in good faith between themselves. If unresolved, disputes may be referred to Fair Trading NSW and, where applicable, to the NSW Civil and Administrative Tribunal (NCAT). Nothing in this clause prevents either party from seeking urgent relief in a court of competent jurisdiction.

You accept these Terms when you:

• Tick "I have read and accept the KangPack Terms & Conditions" on our booking form; or
• Confirm your booking in writing (email or SMS) after receiving these Terms; or
• Allow the Services to commence on the day of the move.