Your Moving Professionals

Terms and Conditions Of Service

Below are our terms and conditions of service. We have made a few main points below and the full version is below that.


It is imperative that all information provided is 100% accurate and complete. Including phone numbers, addresses, contact persons and access restrictions for the truck at the addresses. This will ensure your removal goes as smoothly as possible.


The above also applies to your listed inventory, as we have allocated space on the truck for your goods. Additional charges will be required if there is more furniture than what is listed on your inventory.


Our removalists are required to provide standard transit insurance cover for fire, flood, collision and overturning – this is not an all risk policy. You can obtain quotes for full comprehensive Removals Insurance from or by checking and/or extending your home and contents insurance policy.


Definitions and interpretations:

“Customer” is the authorised person booking the work to be carried out regardless if they are the owner of the furniture or not. “Booking Agent” is Launch Concepts Pty Ltd

P/L trading as Interstate Vanlines Australia” in its sole performance as a booking agent and service provider to sub contracted individuals and external companies.

“Contractor” is the company contracted to perform all aspects of the relocation for the “Customer” or any other sub-contracting firms engaged within the removals process.

From Interstate Vanlines Australia

Persons of Authority:

The person obtaining the quote and booking the job “Customer” is the owner of the goods or has the owner’s permission to be moving their goods and shall be responsible for the booking and payment of the job. The “Customer” shall be present or will provide an authorised representative who will be responsible for ensuring that the correct goods are loaded and whether or not such a representative is present the “Customer” shall pay any and all additional charges whatsoever resulting from the movement of incorrect goods or non-movement of goods that the “Customer” intended to have moved. If the customer cannot attend and an alternative person cannot be arrange the customer can arrange for access to be granted via leaving a key out. The customer takes full responsibility for any loss or inaccurate items taken.

Contact and Quote Details:

All submitted information regarding Contact phone numbers, collection and delivery addresses, Access to addresses and Inventory List must be checked for accuracy. If any adjustments are required the “Customer” must reply to the last e-mail received from the “Booking Agent” with the updated information and an adjusted quote will be returned to the “Customer” directly.

Access/Ferry vehicle:

The “booking agents” contractor vehicles are predominately semi-trailers. Properties that are unable to accommodate access for semi-trailers will require a ferry vehicle which will be charged to the customer over and above the quoted price. Non access due to steep driveways and inaccurate descriptions of distance from truck to property will be charged over and above the quoted price. Access to high rise apartments that require a Ute will be charge over and above the quoted price.

Piano relocations:

Quoted price for any relocation that has a Piano included in the inventory is only quoted for ground floor access for both collection and delivery addresses, even if the access has been indicated on the quote form as being more than ground level access.

Delays/Non-attendance of the Customer/Storage and Re-delivery:

Any delays as a result of inaccurate information or non-payment of accounts will be the responsibility of the “Customer” and any possible charges that may arise from inaccurate information or non-payment will also be the responsibility of the “Customer”. If delivery cannot be completed due to nonattendance and/or non-payment by the “Customer” the “Contractor” shall be entitled at its discretion to deliver the goods to a local storage facility at the customer’s expense. The “Customer” then has the option to either pay the additional charges for a local move to the “Contractor” to re-deliver the goods or arrange to collect the goods themselves from the storage facility after paying the storage fees and any final payments owed to the contractor and/or the booking agent.


It is mandatory for all contractors of the booking agent to maintain current insurance policies for Standard Transit Insurance; for fire, flood, collision, and overturning of the vehicle. Please note, standard transit insurance does not cover accidental damages, loss or non-delivery of items that may occur.

We strongly suggest the “Customer” obtain full comprehensive insurance to protect your personal belongings.

Please take the time to consult with your current insurance provider or alternatively visit for comprehensive insurance for your goods whilst being packed, moved and stored within Australia.

Do I really need furniture removals insurance?

We’ve all heard the saying “sometimes accidents happen”. Choosing a reputable removalist company will substantially reduce the risks of accidents happening, however many personal belongings are not made to be transported over long distances, no matter how careful the furniture removalists are.

Many of us have home and contents insurance, but unfortunately most home and content insurance policies do not cover your belongings while being transported by furniture removalists. Some policies may offer a limited cover, however we strongly suggest you confirm your coverage with your insurance company prior to uplift of your goods.


A minimum of a 25% booking deposit must be received within 2 days of receiving the booking confirmation. All vehicles and Pre-Packs are paid in full at the time of the deposit. If the collection date is within a 5 day period prior to collection, the booking deposit is required immediately.

Space is not confirmed until the deposit has been received. Cheques are not accepted as method of payment.

Payments can be received by Visa and Master card which incur a 3% transaction fee or by direct deposit. Credit cards are not accepted over the phone; signed authorization must be received before processing credit card payments. Cheques are not accepted as method of payment.

Final payment is due and payable in full upon collection of goods, meaning when the “Contractor” collects the furniture items, not when the delivery is performed. If final payment has not been made for some reason and there are monies outstanding, the customer is responsible for this payment. If the payment has not been received and a debt collection agency is engaged, the customer is liable for the full amount outstanding plus any collection agencies fees and charges over and above the outstanding amount.


Collections can be made six days per week. Please confirm an approximate schedule with the Operations Manager prior to accepting the details of the booking confirmation and paying the deposit. The “Booking Agent” cannot guarantee collections or deliveries however an indicative schedule can be advised. The “Contractor” confirmation will be sent as soon as the deposit has been received via bank transfer or credit card.

Once the agreed price and approximate schedule has been accepted a booking confirmation will be sent to the customer.

The booking confirmation will have an invoice attached with the agreed relocation details including the quote and any other updated information submitted to “Booking Agent”. The invoice will have the amount for the relocation and a booking deposit that is required to be paid within 2 days of the confirmation being sent. Once the deposit has been received the details will then be sent to the “Contractor” and the space allocated on the truck.

The “Contractor” should call the day prior to collection and advise the collection time for the following day and the same should happen for the delivery.

The indicative transit time from collection to delivery is approximately 5 to 14 working days. Any schedule to or from Western Australia and Northern Territory are 7 to 21 working days approximately.

Additional Items/Space requirements:

The “Contractor” collecting the furniture has been given the details of the relocation including the listed inventory. If any items have been overlooked and need to be taken they will be charged at the pro-rata rate. Only office staff are authorized to make adjustments to the quoted price.

Items larger than normal size or inaccurate items selected from the inventory list that affect the space requirement will incur additional charges at the applicable rate as specified by the “Contractor”.

Inventory Lists:

Please check the detailed inventory list for accuracy. If any changes are necessary please advise the office via e-mail of any adjustments as needed. The inventory list can be adjusted as many times as required up until 5 days prior to collection. Within 5 days prior to collection the space requirement can only be adjusted up. If the customer has listed items that are not taken the quoted price cannot be reduced. If there are additional items collected on the collection of the goods the customer will be charged the additional price at the pro-rate rate as set by “contractor”.

Dismantle/Assemble of furniture:

Arrangements can be made for dismantle and assembly of furniture items provided it is requested in advance to ensure the “contractor” has the correct equipment available. All quoted prices do not include this service and is charged separately.

Customer advised cubic meters:

When a “Customer” advises volume/cubic meters in lieu of an inventory list, if the overall volume/cubic meters exceed the nominated space, additional charges will apply at the pro-rata rate as set out by the “Contractor”. All volume is calculated on loadable/stackable space. All items are wrapped in furniture pads and blankets which add to the overall volume and customers who provide volume/cubic meters must take these points into account when providing details.


Cancellations must be rendered in writing at all times. If the cancellation is advised within 5 days prior to collection date the deposited amount is non-refundable. If the cancellation is advised outside 5 days prior to the collection date a 25% administration fee will be applied to the account and the remainder will be refunded. The deposited amount is the amount paid or transferred not the deposit, meaning if the full amount of the invoice has been paid, that is the amount that is non refundable.

If customers have advised inaccurate information on the quote request form and the relocation cannot be effected due to the inaccurate information the contractor has the right to decline the collection of the goods. If this occurs and a deposited amount has been paid the deposited amount is non-refundable. The deposited amount is the amount paid or transferred not the deposit, meaning if the full amount of the invoice has been paid, that is the amount that is non refundable.


Should any claims and/or complaints arise due to any works carried out by the “Contractor”, The “Customer” must send a detailed explanation of the event or events that are of concern directly to the “Booking Agent” who will then forward onto the “Contractor” for an explanation. If at the time of collection the “Customer” signs “Contractor” paperwork the “Customer” will be bound by such terms and conditions as dictated by the “Contractor” as well as the terms and conditions detailed above.

Please do not hesitate to contact one of our staff members on the below details if you have any queries.