We're honoured you've chosen us to get your items where they need to go! Whether it's a single treasured piece for your home or the entire contents of it for an exciting new chapter, our team is ready to help.As a boutique company that's passionate about customer care, our mission is simple: to make your experience with us smooth, positive, and completely stress-free. We believe great communication is the key to making that happen. This guide is our commitment to you—it explains our official terms in a simple, friendly way so we can work together for a perfect, hiccup-free day.
1. Booking, Payments & What to Do if Plans Change
How you book and pay depends on the service you need.A) For Van Moves or Deliveries* Booking Your Spot: It's easy! We'll confirm your booking with a friendly text. For bigger deliveries, we might ask for a deposit or upfront payment to secure your booking.* A Heads-Up on 3rd Party Items: When collecting an item you've purchased from a seller (e.g., from an online marketplace), it is your sole responsibility to manage the payment. You must ensure the item is paid for in full, or that a clear payment arrangement is in place with the seller, before we arrive. No Hiccup Pick Up acts as a transport service only; we are in no way involved in or responsible for the financial transaction. We accept no liability for collecting items that may not have been fully paid for, and any payment disputes are strictly a matter between you and the seller. If we arrive and the collection cannot proceed due to a payment issue, the full fee for our trip will still apply.* Paying for Your Delivery: You can settle up with cash or via Square right after the job is done.* Last-Minute Cancellations (inside 24 hours): We understand that plans can change unexpectedly. If you need to cancel within 24 hours of your scheduled time, please call us to discuss the situation. We always aim to be fair and friendly, but please keep in mind that last-minute changes do impact our small business. Depending on the circumstances, we may decide to enforce a fee to help compensate for the time invested in planning your job and the loss of business, as that time slot was reserved exclusively for you. We promise to assess every situation on a case-by-case basis to find a fair outcome.B) For Truck Moves / Deliveries* Locking in Your Date: To secure your moving day, we will ask for a deposit based on the size of your move. This is handled through a secure Square link (which has a 2.2% surcharge).* Our Rates: All truck moves have a 3-hour minimum charge. After this, we charge by the minute, so you only pay for the time you use. Our ‘travel charge’ is a one-off fee to cover travel to your starting suburb and from your final suburb after the job (including fuel, tolls, labour, etc.). We will advise you of this travel charge when you book.* If Your Plans Change:* More than 72 hours' notice: No problem! You can change your booking with no penalty or get a full refund of your deposit if you need to cancel.* Less than 72 hours' notice: A $100 fee will apply to re-book. Cancellations within this timeframe will mean the deposit is forfeited, as we've held that spot just for you.* Final Payment: About halfway through unloading, our team leader will estimate the remaining time and finalise the bill. To ensure our team is paid for their hard work, we require the final payment to be made via a Square link before we finish the job.* A Note on Non-Payment: If the final payment cannot be made when requested, our team will immediately pause all work. They will remain at your property for up to two hours, and our standard hourly rate will continue to apply during this time. If the payment is not resolved within this window, the team will return to our depot with your items on board. You will be held responsible for the full cost of the original service, plus the ongoing hourly rate for the time your items are held. Redelivery can only be scheduled once the entire outstanding bill is paid in full. If payment is not made within seven days, your items will be moved to a storage facility at your expense, and a legal lien will be placed upon them. If the account remains unsettled after 28 days, we reserve the right to sell your goods to recover all owed fees. Any residual funds from the sale after settling your bill will be returned to you.
2. Your Role in a Smooth Move
A great move is a team effort! Here are a few small things we'll need your help with:* Give Us the Scoop: An accurate list of your items helps us bring the right size truck and team for the job.* A Heads-Up on Extra-Large Items: It is essential that you notify us prior to your move about any extra-large or unusually heavy items. For goods such as pianos, pool tables, large stone or marble tables, and heavy gym equipment, we require a full description and pictures beforehand so we can plan the right team and equipment.* What Happens if the Job Changes: The information you give us is key to our planning. If the job turns out to be significantly larger or more complex than originally described, we may need to bring in an extra vehicle or more of our team to get it done safely and efficiently. We reserve the right to make this decision, and any additional costs for these resources will be added to your final bill.* Be Our Guide & Do a Final Check: We ask that you or a trusted representative be present throughout the service to guide our team. Most importantly, before our team departs from any location, it is your and your representative's sole responsibility to conduct a final, thorough inspection of the property. This check is to confirm that all requested items have been moved, nothing has been left behind, and no items have been taken in error. As part of this final check, it is also your responsibility to ensure that all utilities like power and taps are turned off, and that all doors, windows, and garages are securely locked. Once you give us the all-clear to leave, No Hiccup Pick Up cannot be held responsible for any items that were missed or taken in error.* Confirm Ownership: It is your responsibility to ensure that all items you ask us to move are your property or that you have the explicit permission of the owner to move them. No Hiccup Pick Up cannot be held responsible for any disputes arising from moving items that you did not have the authority to move. In the event that an item must be returned, the service to do so will be at your full expense and charged at our standard removal rates.* Parking Arrangements: To ensure a smooth and efficient service, it is your responsibility to arrange a legal and suitable parking spot for our truck. Please note, our team cannot park illegally under any circumstances, even if requested. If you are unable to provide parking, our team will find the nearest legal space available, and you accept that the time taken to walk between the truck and your property is part of the billable time. By proceeding with your booking, you accept full responsibility for any parking fees or fines incurred during the service.* A Heads-Up on Difficult Access: To help us plan a safe service, it is your responsibility to inform us in advance of any access challenges. This is especially important for high-risk tasks like balcony lifts or hoisting furniture. These types of maneuvers are not covered by our standard transit insurance and require special planning. If we are asked to perform a high-risk task on the day that was not discussed and agreed upon beforehand, we will not be able to proceed with that specific task. This is a strict policy to ensure the safety of our team and your belongings, and to comply with our insurance requirements.* A Safe & Respectful Environment: Our team's safety is our highest priority. To help us move your items carefully, please ensure all walkways inside and outside your property are clear and free from any potential hazards. Please understand that our insurance cannot cover damage that occurs as a result of a trip or fall caused by an unsafe or cluttered workspace. Furthermore, our team is committed to a professional and respectful service, and we maintain a zero-tolerance policy for any abusive or threatening behaviour. We reserve the right to end the job immediately should our staff's safety be compromised.* Dismantling & Reassembling Items: Our team members are expert removalists, but please note they are not qualified plumbers, electricians, or handymen. While we are happy to offer basic dismantling and reassembly as a courtesy service, we cannot accept liability for any loss or damage resulting from these tasks. For items that require trade skills (like disconnecting washing machines) or for complex furniture, we strongly recommend having a licensed professional handle it or inspect our courtesy work afterwards.* Let Us Handle the Lifting: Your safety is important! Please let our trained professionals do the heavy lifting. We can't be responsible for any damage that occurs if you or your party choose to help move items.* A Heads-Up on Valuables, Fragile & Bespoke Items: To ensure your most precious belongings are handled with special attention, two steps are essential for insurance coverage. First, you must provide written notice before the move begins for any high-end or bespoke furniture, items of a fragile/brittle nature, or any goods with a value over $1,000 (including designer items, jewellery, art, etc.). Second, this allows our team to complete a pre-move condition report with you to note any existing nicks, marks, scratches, or dents. If this two-step process is not followed for an item, it will be considered uninsured for its cosmetic condition upon arrival.* Prohibited & Dangerous Goods: For the safety of our team, your belongings, and the public, we cannot transport certain items. By booking our service, you agree that your items do not include any firearms or goods which are dangerous, corrosive, highly combustible, explosive, or noxious. This includes things like gas bottles, fuel, chemicals, and other hazardous materials. If you have any questions about a specific item, please ask us beforehand.
3. Our Commitment to Care & The Nitty-Gritty on Insurance
We lead with care and treat your belongings as if they were our own. We are fully insured, and we want you to have a clear picture of what that covers.* Our Insurance & Your Peace of Mind: To protect everyone involved, our company holds full Public Liability Insurance for up to $10 million and your items are covered by our Transit Insurance for up to $100,000. For complete, all-risk protection, especially if you don’t have a home and contents policy that covers removals, we also highly recommend you take out a separate Comprehensive Home Removals Insurance policy.* Our Promise: In the unlikely event of loss or damage to your items due to our negligence, we are committed to making it right. Unlike some companies that charge for insurance upfront, our approach is to only charge an excess if damage occurs and you wish to make a claim. Should your goods or property need to be fixed or replaced by us, a $250 excess fee applies. Please note that a damage claim is only applicable after full payment for the moving service has been made. While our major insurance policies cover significant events, our liability for minor incidents that fall outside their terms is limited to a maximum of $1,000 per move (within which cosmetic damage is capped at $50 per item/box).* Making a Claim: In the unlikely event of any loss or damage, this must be reported by email to [email protected] no later than 24 hours after the service is complete. Please note that regardless of any loss, damage, or other claims, the full payment for the service is still required upon completion of the job.* A Note on Insurance Excess: In the event of an incident where a claim is made on our main insurance policies (Public Liability or Transit), please be aware that the customer is responsible for covering any excess payment required by the insurer. This is a standard condition for most insurance claims.* How Claims Are Settled: When a claim for damage is approved, our primary commitment is to repair the item to as close to its original condition as possible. If a repair cannot be performed, we will offer a replacement or compensation. It's important to note that this is not a “new for old” service; any valuation is based on the pre-damage market value, taking the item’s age, depreciation, and wear and tear into account. In the rare case of a dispute over the valuation, the item will be assessed by an independent expert, such as a licensed auctioneer or a person nominated by our insurance company, for a final decision.* Inherent Risk & Tricky Items: Some items and situations have an inherent risk of damage, no matter how carefully they are handled. To prevent any disappointment, please know that we are not liable for the following goods or circumstances:* Poor Packaging: We will not be liable for any loss or damage that occurs because goods were not adequately packed or protected by you.* Furniture that requires assembly and disassembly (e.g., Ikea furniture).* Glass, mirrors, and stone items (like marble or granite).* Pot plants or other living things.* Computer equipment (including any data lost during transit).* Electrical or mechanical issues with appliances.* Fragile musical instruments.* Televisions or computer screens not in their original protective boxes.* Your Presence is Required for Insurance: For our insurance policies to be valid, it is a condition that you or a trusted representative must be present for the entire duration of the move. Your guidance and final checks are crucial for an accountable and secure service, and our insurance will not apply if the move is performed without you or your representative present.* Trust Our Expertise: We're professionals, and we'll always recommend the safest way to move an item. If you choose to go against our recommendation, our insurance won't be able to cover any resulting damage.* A Note on Our Service: Please understand that we operate as a specialised, private removal service, not a common carrier available to the general public. This allows us to focus on providing the best possible care for the jobs we accept. Because of this, we reserve the right, at our discretion, to refuse to provide a quote or to carry certain goods for any person.
4. Force Majeure
Neither party shall be liable for any loss or damage (direct or consequential) occasioned to the other from any other cause beyond the control of No Hiccup Pick Up Pty Ltd or the customer, as the case may be, including delay in transit, industrial disputes, acts of god, wether difficulties or acts of third parties.
Let's Get Moving!
We are genuinely excited to help with your delivery or move and are committed to making it a fantastic, hiccup-free experience! We've created this guide to make everything perfectly clear, ensuring we can work together seamlessly.By confirming and proceeding with your booking, you acknowledge that you have read, understood, and agree to these terms and guidelines. This mutual understanding is our handshake agreement, setting us up for a successful day.If any final questions have popped up, please don't hesitate to give us a call. Otherwise, we can't wait to work with you!
